Ken Van N.
I'm disgusted with the way I've been treated!
I have been using Papa Transportation Services for at least 2 years. A half a year ago, I moved to a different county, and had to change my HMO, and that required me to reapply for Papas. But after I enrolled, I was given a set of instructions that were new to me, and that made things much more difficult for me! Specifically, the 4 day advance minimum booking requirement has caused me great inconvenience. My age is 78. I have no family anymore, and no friends anywhere near me, and many times I don't feel all that well. Where I used to live, a friend was a driver for Papas, and I'd call him, and he and I would do a conference call with a Papa customer service agent, to book the trip I needed--most always to the groery stores. I never had a problem with Papa's during those times! THE PROBLEM WITH PAPA'S STARTED when I tried to book a trip from my new address, using the new and very restrictive rules that Papa's had established. Getting to the point, when I called less than 4 days in advance, at first, I was told I had to comply with the 4 days advance booking requirement....but then, a Papa's agent said that she would contact one of the previous drivers who had driven me from my new location to the local stores, and that would reduce my waiting time down to maybe a day or two, at most. So she made the call to one of the drivers who had previously driven me, and the driver said OK, to her driving me sooner than the 4 days. Wonderful! And the next month, the same situation occurred, and the Papa agent I spoke with also contacted the driver who had taken me before, and that worked well-- again, under the 4 day minimum, HOWEVER, THIS TIME, SEEMS THE RULES HAVE CHANGED, AND DESPITE MY DESPERATION OF HAVING TO BUY FOOD BECAUSE MY REFRIGERATOR IS EMPTY, AND HAVING TO WAIT UNTIL MY EBT FOOD STAMP CARD IS RECHARGED, when I called Papa's recently (at least three different times) ALL THREE TIMES, I WAS MET BY EXTREMELY INCONSIDERATE CUSTOMER SERVICE AGENTS WHO REFUSED TO EVEN CONSIDER MY DESPERATE SITUATION! "RULES HAVE TO BE FOLLOWED!!!!!!!!!!!!!" THEY KEPT SAYING!!!! >>>>I AM THE CUSTOMER!!!!!!!!!!!! >>>THEY AND PAPA'S SEEM TO FORGET THAT THEY WOULD NOT HAVE A JOB OR A COMPANY WITHOUT US CUSTOMERS!!!!!!!!!I RAN INTO THE SAME SITUATION THIS EVENING (9/03/2026) WHEN I TRIED ONCE MORE TO BOOK A TRIP TO THE SAME STORES I ALWAYS GO TO, BUT I ENDED UP SPEAKING TO THE SAME HARD-NOSED AGENT WHO I SPOKE WITH THE PREVIOUS TIME, AND SHE 'S MORE CONCERNED ABOUT FOLLOWING RULES, THAN ABOUT SERVING HER CUSTOMER!!!!!!!!!!! MAYBE SHE SHOULD BE A GUARD INSIDE A PRISON, OR A DRILL INSTUCTOR IN THE ARMY, AS SHE PLACES MUCH MORE EMPHASIS ON DEMANDING A CUSTOMER FOLLOW HER RULES, THAN IN HEARING WITH HER HEART (WHICH IS CLOSED!!!!!!!!!!). SHE'S PLAYING THE ROLE OF A DISCIPLINARIAN WITH ME, AND TOTALLY IGNORING MY NEED TO BUY FOOD!!!!!!!!! I MUST SAY THAT I FOUND HER ATTITUDE AND BEHAVIOR REPREHENSIBLE THE FIRST TIME, AND I ENDED UP SWEARING AT HER, BECAUSE OF HER UNCARING, UNFEELING ATTITUDE, WHERE SHE WAS ACTING LIKE A DISCIPLINARIAN, INSTEAD OF A KIND AND CARING CUSTOMER SERVICE AGENT!!!!!!!! >>>>I WILL SAY THAT REGARDING PAPA'S DRIVERS, I AM 100% PLEASED WITH THE ABOVE AND BEYOND SERVICE THAT EACH ONE OF THEM HAS PROVIDE ME!!!! THIS IS ESPECIALLY TRUE REGARDING THEIR CARRYING MY GROCERY BAGS INTO MY RESIDENCE, AND TAKING THEM RIGHT TO MY REFRIGERATOR AND STORAGE AREA. BUT on the phone is when I have encountered a bossy attitude within several (NOT ALL!) of the customer service staff. >>>>As a former airline reservations/customer service agent, I am very attuned to the way customer service agents attend me! Some are Excellent, and some should NOT be dealing with customers at all, because they are not kind and caring! Such is the case for the last three customer service agents I have had the displeasure of dealing with, at Papa's! They are MUCH More interested in RULES, than in their customer's requirements, which includes the urgency of the customer to get food, or other items, for which they have contacted Papa's to resolve!APPARENTLY, THOSE AGENTS HAVE NEVER HEARD THE TIME-WORN PHRASE, "THE CUSTOMER IS ALWAYS RIGHT!"-- Even when the customer is wrong, they are right!!!!!!!!!!!! And if you folks in management disagree with this statement, then you, too, need to be educated on how to treat your customers, so they stay with you, and not go to your competition, or find another way to get what they need, without using your company's services! AT THIS PRESENT MOMENT, I AM SO DISSATISFIED WITH THE ABOMINABLE, HORRENDOUS WAY IN WHICH I WAS TREATED BY YOUR CUSTOMER SERVICE AGENTS, THAT I AM LOOKING VERY SERIOUSLY AT FINDING ANOTHER TRANSPORTATION SERVICE, OR EVEN A NEW HMO WHO CAN PROVIDE ME AN ALTERNATIVE TO PAPA'S WHICH I HAD PREVIOUSLY INSISTED ON HAVING! I DESERVE AN APOLOGY FROM PAPA'S TOP MGT!