Formal Complaint Regarding Unprofessional and Abusive Treatment of Customers and Elderly…read moreIndividuals
I am an Uber driver and am filing this formal complaint regarding an extremely disturbing interaction that occurred while I was assisting two elderly individuals at your facility III South Fulton located on Bucknell Rd.
When I arrived at the gate, the young lady working there was already engaged in an argument with another customer. That customer requested to speak with a supervisor, and the young lady stated that she was the supervisor. Throughout the interaction, she was rude, condescending, and dismissive.
I asked a simple question and received an answer. I then remained in place briefly because I was transporting two elderly individuals and wanted to determine whether they needed additional assistance before having them exit my vehicle in the heat.
The situation escalated when a young man went to retrieve the elderly couple's vehicle. The young lady abruptly and rudely stated, "You're going to have to move your car." I calmly responded that I already understood that and was simply waiting to determine whether I needed to assist the elderly couple.
At that point, she became visibly upset, mumbled under her breath, and proceeded to call me a "stupid bitch." This behavior was completely unprovoked, unprofessional, and unacceptable.
When the gentleman returned, instead of helping de-escalate the situation, he joined her in antagonizing and disrespecting me, even after I repeatedly explained that I understood I would need to move my vehicle. What neither employee seemed capable of understanding was that two things could happen at the same time: I could move my vehicle and also ensure that two vulnerable elderly individuals were safely assisted.
Both employees displayed explosive tempers, impatience, and an inability to communicate respectfully with customers. It was apparent from their interactions with both myself and the customer before me that they lacked the temperament and professionalism necessary to work in customer service.
The customer who was there before me later discovered that the young lady was not actually a supervisor despite representing herself as one. Additionally, when asked for her name, she provided the name of the road where the company is located, "Bucknell," as her last name. This deceptive behavior gives the appearance that she intentionally provides false information to prevent customers from filing complaints.
Even more concerning, two elderly individuals were left standing on gravel while using a walker and a cane. The elderly woman slipped on the gravel during this ordeal. The elderly woman suffers from early dementia and had forgotten about the vehicle payment. Her daughter had already paid all fees and has assumed responsibility for the payments.
The daughter, who arranged the Uber transportation for her parents, was on yhe phone listening to the entire incident and also contacted your corporate office before this incident and spoke with Mandolin and Megan, who was identified as a manager. She explained the rude and unprofessional treatment, particularly toward elderly customers. Unfortunately, there appears to have been absolutely no effort to address or correct this behavior.
To make matters worse, the elderly woman involved is retired law enforcement and deserves to be treated with dignity and respect, as does every customer who enters your facility.
No customer should ever be called derogatory names, subjected to aggressive behavior, deceived regarding employee identities, or witness elderly individuals being treated with such disregard and indifference.
We expect a thorough investigation into this matter, appropriate corrective action, and a response addressing how your company intends to ensure that no other customer--especially elderly and vulnerable individuals--is subjected to this type of treatment again.
We will continue pursuing this complaint until it is properly heard and resolved.
