Sandypaws
06-28-2007, 10:46 AM
If you look at the Strip Trolley website, route maps at the trolley stops, and the timetables at the stops, or the literature from "What's On", you will see that the Strip trolley now goes from TI to Ceasars and then to the Rio and then back to the strip. It doesn't. In April, I was taking a group of folks around and decided to use the trolley. After we got on at TI and paid for all day passes, we continued on past Ceasars. When I asked the driver about the route, he said the trolley doesn't go there, the map is to show you that you can take Harrah's shuttle to the Rio.
So, I complained via phone and email to the LVCVA, the trolley website, the RTC and to "What's On". The only promising note was the LVCVA said they didn't realize there was any problem and would look into it. I kept the passes in case anyone questioned when this took place and who the driver was.
Finally heard back from trolley website. They said "What complaint?" I sent it all in again giving specific dates, times and the trolley number and informed them that I had also complained to RTC, "What's On" and LVCVA. The response was immediate and as follows :"My drivers all know to instruct passengers who may have an interest in going to the Rio that we are not currently stopping at the property. In an ongoing effort to provide our customers with improved service we look to add stops along our route as customers demand. We are currently working with them to incorporate a stop however we prematurely made the change to our advertisement thus causing you to be misled. I will be checking the drivers log on that evening to determine why the Ceasar stop was not made. I am pleased however that my driver in leau of telling you we do not service the Rio informed you of their free shuttle service so you had the option."
I responded "At each of the trolley stops, there is a map and a timetable on when to expect to be at given locations. Would it be that difficult to post a notice that indicates the trolley does NOT go to the Rio or any other changes to what is posted. I would think the trolley website could also be easily corrected. By the way, when you are checking logs, this happened in the morning, so you need to check the log for why the stop did not occur in the morning."
I am not pleased that he told me to use Harrahs shuttle. He thought the whole thing was amusing and said that the trolley had never stopped at Caesars or Rio and that the posted schedule and map were both wrong. The option of using Harrahs shuttle isn't very useful if the first stop after TI is behind Excalibur. We also overheard our driver talking with another driver about passengers waiting at a wrong location because a stop had been moved and obviously the waiting people didn't know where the new location was."
The response to that was "You input is greatly appreciated. have a great day"
On 15 May, I got an interesting phone call from "Whats On". I had submitted my complaint to them since they publish the trolley route and schedule. They were surprised that the trolley did not go to the Rio and would check into what was going on.
Then I got an email from the trolley, that if I would send them the ticket stubs, that they would give me a refund, so I mailed them in and then on the 31st of May, I sent an email asking if they had forgotten me. The response was " I put in a check request and once they pass the check along to me I will forward it out. I am hopeful to get it today"
Then on the 14th of June, I emailed "What's On" again and have received no reply from them. I also emailed the trolley again asking "Did you forget?" I got a same day response of "Your assumption is incorrect. I acknowledge the fact that the service we had provided to you was inadequate. In that acknowledgment I informed you that you will receive a refund due you which is now and has been my intent. I did submit the request and I will go over and see where the check is. Although you had a bad experience we are not often giving refunds as we do offer an affordable and reliable service and in few cases we fall short as was in this case."
On 15 june, I got an email of "I have your check and am ready to send it however I can not read the handwriting on the front to know your address. If you would please forward me your address and it will be sent today". I emailed my address the same day. Of note though, the only handwriting on the envelope I mailed was his address... my return address was a preprinted sticker.
Well the check finally arrived on the 25th of June...It was postmarked the 19th of June and the check was actually dated the 5th of June.
So, I complained via phone and email to the LVCVA, the trolley website, the RTC and to "What's On". The only promising note was the LVCVA said they didn't realize there was any problem and would look into it. I kept the passes in case anyone questioned when this took place and who the driver was.
Finally heard back from trolley website. They said "What complaint?" I sent it all in again giving specific dates, times and the trolley number and informed them that I had also complained to RTC, "What's On" and LVCVA. The response was immediate and as follows :"My drivers all know to instruct passengers who may have an interest in going to the Rio that we are not currently stopping at the property. In an ongoing effort to provide our customers with improved service we look to add stops along our route as customers demand. We are currently working with them to incorporate a stop however we prematurely made the change to our advertisement thus causing you to be misled. I will be checking the drivers log on that evening to determine why the Ceasar stop was not made. I am pleased however that my driver in leau of telling you we do not service the Rio informed you of their free shuttle service so you had the option."
I responded "At each of the trolley stops, there is a map and a timetable on when to expect to be at given locations. Would it be that difficult to post a notice that indicates the trolley does NOT go to the Rio or any other changes to what is posted. I would think the trolley website could also be easily corrected. By the way, when you are checking logs, this happened in the morning, so you need to check the log for why the stop did not occur in the morning."
I am not pleased that he told me to use Harrahs shuttle. He thought the whole thing was amusing and said that the trolley had never stopped at Caesars or Rio and that the posted schedule and map were both wrong. The option of using Harrahs shuttle isn't very useful if the first stop after TI is behind Excalibur. We also overheard our driver talking with another driver about passengers waiting at a wrong location because a stop had been moved and obviously the waiting people didn't know where the new location was."
The response to that was "You input is greatly appreciated. have a great day"
On 15 May, I got an interesting phone call from "Whats On". I had submitted my complaint to them since they publish the trolley route and schedule. They were surprised that the trolley did not go to the Rio and would check into what was going on.
Then I got an email from the trolley, that if I would send them the ticket stubs, that they would give me a refund, so I mailed them in and then on the 31st of May, I sent an email asking if they had forgotten me. The response was " I put in a check request and once they pass the check along to me I will forward it out. I am hopeful to get it today"
Then on the 14th of June, I emailed "What's On" again and have received no reply from them. I also emailed the trolley again asking "Did you forget?" I got a same day response of "Your assumption is incorrect. I acknowledge the fact that the service we had provided to you was inadequate. In that acknowledgment I informed you that you will receive a refund due you which is now and has been my intent. I did submit the request and I will go over and see where the check is. Although you had a bad experience we are not often giving refunds as we do offer an affordable and reliable service and in few cases we fall short as was in this case."
On 15 june, I got an email of "I have your check and am ready to send it however I can not read the handwriting on the front to know your address. If you would please forward me your address and it will be sent today". I emailed my address the same day. Of note though, the only handwriting on the envelope I mailed was his address... my return address was a preprinted sticker.
Well the check finally arrived on the 25th of June...It was postmarked the 19th of June and the check was actually dated the 5th of June.