Buyer BEWARE - not all Disability Tax Credit Companies are created equal

Versus

Today we are going to do a comparison of two companies that offer help to get your disability tax credit from Revenue Canada approved.

Through a good friend and colleague of ours, my husband and I recently found out that he qualified for the Medical Disability Credit from Revenue Canada. (I can't believe that through all of the years working with Chartered Accountants not one of them determined that he should apply, but that's a whole different story.)

Our friends went through True North Disability Services, they charge 20% of whatever you get for a refund cheque from the government.

We went with Disability Credit Canada at 25%.

Now the gal I dealt with there, Rose, explained that while their fees were a wee bit higher than True North's, we would get the best and most personal service.

Wow, that was one expensive decision that burned us badly in at least two ways.
Poor customer service and a $1,300 hit on the refund.  

The customer service with Disability Credit Canada was anything but good.

In fact, they kept spelling my husband's name Marc instead of Mark or calling him Michael, I had to get darned right pissy about it before they finally got it fixed. I was Mary, not Marie.
They failed to communicate with us the way we were promised they would. I in fact have emails that Rose never responded to. Just totally ignored, which is why I ended up having to call them all the time.

Now our friends applied two weeks before we did. We both got letters from Revenue Canada that we were approved on the exact same day. The difference is that they knew they were approved about 10 days before we did, because True North called them and told them so.
Our friends got their cheques, both husband and wife in September.
We are still waiting on ours. For only my husband. He is the only one who applied.
We got told by Disability Credit Canada that hubby's cheque would be direct deposited to his account on November 14th, but my husband does not have direct deposit set up with Revenue Canada and therefore, after three days of looking for a cheque they said would come and hadn't I emailed them again and got told sorry, it will be mailed on the 14th.

Oh and we already have their invoice, not just by email but by regular post as well.

I bitterly complained about the service throughout the entire process but the answers were always to blame Revenue Canada.  

What I have learned:

If your doctor fills out the forms properly, and uses the words that Revenue Canada likes and your disability hampers your day to day life, you can qualify, often on your own.

Disability Credit Canada would have you believe that they are there to help you and to a degree they are I guess, they do check on the file periodically, especially if YOU take the time out of your day to question them as to the state of your application but beyond that they truly do nothing.

The only benefit to working with a tax recovery company from my perspective I guess was that it is one less thing that you do not have to think about, at least if you work with the right company, which my hubby and I were clearly not.

"You get what you pay for" is NOT ALWAYS A TRUE STATEMENT!

At least our friends who only paid 20% commission got great customer service.

They got a phone call/email every couple of weeks just touching base, they got told when their claim was approved before the government told them. Not us. We found out from the government first that we were approved and later got the call from Disability Credit Canada.

There was nothing about the service we got from Disability Credit Canada at 25% that was any better than True North's at 20%, in fact, right across the board Disability Credit Canada was hands down WORSE in the customer service department.

Suggestions:

If you aren't patient enough or confident enough to do the paperwork yourself, then based on my knowledge and experience I would recommend you use True North Disability Services. If you are going to give up some of your money that is meant to support you to a company to do the work for you, PLEASE pass by Disability Credit Canada and go straight the the cheaper, more effective and communicative True North Disability Services.

In my personal humble opinion, Disability Credit Canada is there not to help you but instead they are there to take advantage of you and your disability by charging 5% more for lesser quality service.
They could care less about helping you except for that first 14 days. 
Once they get through the period when you are able to cancel your contract - forget any kind of customer service quality. The upper management is rude, dismissive and condescending.
They only want to get that 25% and in the case of my husband who was approved for 10 back years of an illness that has had him taking daily injections, going through tests, taking crap like prednisone, experiencing things like paralysis etc....that 25% was just under $6,000 as opposed to $4,700 at 20%.

And $1,300, well, that's a lot of money to pay for such poor service.

Like I said, BUYER BEWARE - I am turning in a complaint on this company, Disability Credit Canada into the Better Business Bureau and I am going to write the CRA because trying to talk to the company about their lack of promised service is like talking to a closed door in a house that has no one living there.

It has been our experience that Disability Tax Credit Canada doesn't ADVOCATE for the disabled the way they claim. As a matter of fact, based on our our experience I would say they RIP THE DISABLED OFF.

They will treat you really nice just long enough to get you through that 14 day cancellation period and then their service becomes NON existent. 

THAT WAS OUR EXPERIENCE.


That's what's on my mind today, stay warm and if you are blessed to live somewhere warm where you can still ride, please send me an airplane ticket....

Belt Drive Betty,
Editor & Rider

The Toronto Star has a good article about a different company, same kind of scenario:
https://www.thestar.com/news/gta/2011/01/05/agency_charged_woman_10000_for_tax_claim_she_could_have_filed_for_free.html

 The Canadian Personal Finances Blog also speaks knowledgabley about these kinds of companies and that it is easier to file on your own than you think: https://www.canajunfinances.com/2014/03/26/disability-tax-credit-please-do-it-yourself/

Internet Shopping - The Pro's the Con's and the Attitudes

So my article yesterday stuck a nerve with a ton of people - what a polarizing thing internet shopping has become!

This is an addendum to yesterdays post:
The problem with the way some small business owners think
I want to ensure the record is set straight here - I HAVE NOT PURCHASED NEW TIRES AS OF YET.

I want to clarify a few things about my circumstances and the way I feel about the mentality of some small business owners...

My husband is a mechanic, so other than warranty work under my extended warranty, he takes care of everything else, except my tires. He goes by the manual to ensure that my ride is safe for me and he's an excellent mechanic who owns tens of thousands of dollars worth of tools.

If I am home when I am thinking of changing tires, hubby pulls them off the bike for me and I take the tires and rims in for install and balancing. Generally costs me $65 per tire.

If I am on a long haul, or riding in the Yukon where tires get chewed up faster than greased lightning, I get my work done at Eyecandy Customs in Smithers, and I book the appointment in advance, because I KNOW I am going to need a tire.

When I rode across Canada the last time, two years ago, I asked all the locals in New Brunswick, in advance of riding into their region where the best place to get tires was and got told G. Bourque, so I booked my appointment there.

The price differences between Smithers and Moncton/Dieppe were amazingly small.

When Sam changed the back tire on my old Street Glide for me, the bill was around $285 for the tire portion. I had also booked my service with him and he uncovered a few things that riding the Top of the World highway did to my bike.  His service was above and beyond, his prices were fair and he built value in his shop through his rapport and awesome service.

When I was in Moncton, same thing, G, Bourque installed 2 tires for around $440 + taxes.
Service was awesome, fast and friendly.  They built the value in their shop by treating me fairly and taking care of me and my ride.

My biggest beef with shops like the one I called here in Alberta (one of many), was that this shop owner RESENTED me price shopping, yet he never built any value in his services or shop to support me paying an extra $200 to him for the tires.

You see had he said, "Well suggested retail is $635 for the two, but I can give them to you a little closer to the price you found on line if you are also getting them installed here.  Would you be bringing just the rims to install on or do you want us to remove the tires and do the install and balance and reinstall the rims?

But no, instead of starting a dialogue that would have me see value in his business, he chose to BITCH ME OUT.

He accused me of buying off the internet and not understanding that by doing so, small repair shops like his wouldn't be around....

Well, to my way of thinking, it's his attitude towards his own customer and their need to make their dollar stretch farther that is the issue.

You see, he was, in my opinion looking at his situation as a shop owner in a very narrow minded way.

What is better? To make a bit less profit, but still a profit, or to have a customer walk away never spending a dime with you?

What is better? Take a little less profit now but earn other business from said customer and have the potential for referrals?

What is better? Building the value the customer perceives they are getting from your shop even when your rates are higher than others, or making a customer feel so insulted and chastised that they take their money and run as hard and fast in the opposite direction as they can?

Perhaps internet shopping does take a bit out of your bottom line, but from your customers perspective, you need to realize that while wages have stagnated for many, the costs for gas, electricity, phones, cable, property taxes, groceries etc have all gone up and those necessities and small luxuries in life tend to be a pretty big priority for most.

Everyone is reaching into the consumers pocket book deeper and deeper leaving less and less for them to spend on other luxuries.

If I bought my tires from a buddy who runs a tire shop but can't install my tires for me, do I deserve to be bitch slapped by the motorcycle repair shop that I ask to install them?  If someone buys them for me for a birthday present, and I have no idea where they came from as far as purchase, do I deserve to get bitch slapped by the repair shop I ask to install them?

If I can save $200, but still add to your bottom line through install fees, I then have money that I can spend at a mom and pop coffee shop, at a tattoo shop or a paint shop or a leather goods retailer...If I give one shop the lion's share of my disposable income, then I have little or none to spend elsewhere.

Treating a customer fairly, building value in the services you offer, building trust and rapport with your customer, those are the things that ALL businesses need to do to be successful in my humble opinion.

There are many ways to look at any situation in business - there are opportunities everywhere, BITCHING potential customers out over price shopping and ASKING why your prices are so much higher is NOT creating opportunity for your business, it is slamming the door on opportunity - HARD.

EMS - Essential Motorcycle Services in Vancouver operates a quick lube and light repair service.

EMS in Vancouver found an opportunity and makes internet customers his target market!

They install bulbs, do oil and fluid changes, install belts, bolt on accessories and tires.

The only things they stock are filters and fluids. If you want a new air breather - they will assist you with using parts books, hand you a phone and you order and pay for the parts to be delivered to the shop.

They want NO PART of trying to carry inventory and manage it or pay for the space that requires.  If you buy the wrong shit - you can't bitch at them because YOU brought the parts in.
They will help you all they can, but they take no crap over your provided parts.  Fair enough!

Businesses that treat customers fairly and offer a measure of customer service without breaking the bank are the ones that I prefer to deal with.  I AM NOT A STUPID CONSUMER - I know every business needs to have a profit margin to be successful and grow BUT I WILL NOT deal with a shop that bitches me out and makes me feel like protecting MY bottom line as a consumer is the wrong thing to do.

And that's my thoughts on this topic - what are yours?

I love the dialogue that's been happening on Facebook!

If you are blessed to be riding today, please ride like everyone around you is blind and cannot see you!

Belt Drive Betty
Editor & Rider


Disclaimer:
All data and information provided on this site is for informational purposes only. The Belt Drive Betty Blog makes no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site & will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis.

The problem with the way some small business owners think

I talk to a lot of small business owners in the course of a day.

I am always amazed by those conversations, some in a good way and others in a way that gives me pause for thought.

Recently I phoned an Alberta based motorcycle repair shop to find out the price of a front and back tire for my bike - installed and out the door. I wanted the Michelin Commander II Tires.

When I was told the price, I almost fell on the floor.

$635 before install and tax.  I was offered a 10% discount cause I am such a nice person, making the price for just the two tires about $570+ tax.

I did not appreciate that pricing at all.

So I went snooping and found that I could get two tires, delivered to my door - the exact same Michelin Commander II tires that I had asked for a quote on, in Canadian funds for $391.77

So I called the shop back and got told that they do not appreciate installing something that didn't come from their shop and that if consumers like me keep shopping on the internet there would be no repair shops left to work on their motorcycle.

Now I understand that internet shopping has taken the retail sector back a bit, but can you really truly blame the consumer who is looking to make their money work harder for them?

If that online retailer can offer the exact same products, not seconds or thirds, but top brand name products for 35% - 40% cheaper than you can, you are buying from the wrong distributor.

These people still have a warehouse to stock, they have employees, they pay insurances and taxes...so why are some brick and mortar stores so offended when they are asked to install a product a customer purchased elsewhere?

You are still making the labour rate, which at many shops is upwards of $140 an hour.

I was taken aback by this shop owners attitude and demeanour and how it changed the minute I asked how come his price for tires was so high.

I work hard to see all sides of any equation in any situation I wrote about, but seriously, I am struggling with this one.

Some parts I can see being a pain when they are purchased on line.
They might be 2nd's or 3rd's and not fit well or do the job right, I get that.  Or the consumer had no idea what they were buying...and then the consumer gets frustrated - I understand those are challenging issues...

But we are talking tires here. BRAND NAMED TIRES.

There are certain things I would never buy one line, and what small amount of money I have to spend on products, I do my best to use to purchase locally, but seriously...

Why would I pay you, Mr. Motorcycle Repair guy, 40% more for the exact same tires? Is is because you are such a nice guy that you deserve to make $200 on the sale more than the other retailer?
And don't give me the BS about overhead.  As I said, these people pay employees, have insurance and building expenses and all that goes along with running a business.  So what is the real reason that I should give you an extra $200 for?

If I can accomplish my mission as a customer to have 2 new tires put on my motorcycle for $600 as opposed to close to $800 - why shouldn't I?

And what a great marketing tactic....

Why would you chew a person an new arse over thinking of purchasing brand named tires on the internet?

Why is is a shameful thing for a customer to want or need to get the most for their hard earned dollar?

If you don't have to stock them, have them taking up space, costing you shipping fees and staff time to unpack and inventory them, why would that be a thorn in your side?

Can you really blame your customer for wanting to keep some money in their pocket to ride with?

What are your thoughts on this topic? I deeply, really want to know how you would react to being lectured about supporting small business by a man who wants you to pay 35% - 40% more for the exact same quality of product, the same brand name?  5% more, maybe 10% more but 40%?

Talk to me....

Have a great day and if you are blessed to be riding today, please remember to ride like everyone around you is blind and cannot see you.

Belt Drive Betty
Editor & Rider

READ THE FOLLOW UP ARTICLE TO THIS ONE: http://beltdrivebetty.blogspot.ca/2015/06/internet-shopping-pros-cons-and.html

Disclaimer:
All data and information provided on this site is for informational purposes only. The Belt Drive Betty Blog makes no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site & will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis.

A Response from WestJet (NOT COOL) & an Update on Joan Krenning

Well, I got my response from WestJet regarding the flight attendant who threatened to remove me off a flight in Cancun as a security threat if I did not comply with his "orders".

Read about my Not so WestJet, Westjet experience - click here

Read the first update - click here

Here is the email I got from Tyson Matheson, the VP of Inflight, copied in it was Lauri Feser, the investigator I spoke with.

Dear Ms. Charbonneau

I have been working with Lauri Feser to follow up on the complaint you made about your interaction with a WestJet flight attendant on your return to Canada from Mexico in March.

WestJet does not support or condone the type of behavior you reported. WestJet prides itself on providing a positive and caring guest experience while maintaining the highest levels of safety. Accordingly, we investigate when we receive reports of guest experiences that appear to fall well below those standards with the goal of addressing any problems and ensuring that any necessary corrective measures are taken.

I would like to re-assure you that we have taken this situation seriously and have conducted an investigation into your complaint.

We acknowledge that you had a negative experience with us and accordingly please accept our sincerest apology on behalf of the Inflight leadership team at WestJet.

Tyson Matheson
Vice President, Inflight

So, I emailed this Mr. Matheson along with Lauri Feser (investigator, customer satisfaction) back:

Thank you Tyson, Lauri

I appreciate the acknowledgement of the issue, now I want to know what the resolution is and if I will get the apology I have requested or whether I should file charges for bullying and abuse of authority with the RCMP in order to get some serious resolution.

This type of situation is about far more than a customer service experience.

The man was a blatant bully and basically if I didn't shut up I was going to spend who knows how long in a Mexican jail.

That is abuse of authority. The threats were real and I feared for my safety and that of my husband who has MS.

As I expressed to Lauri, WestJet's policy regarding apologies needs to change as this is about ACCOUNTABILITY.

So, where does this go from here?
Thanks

And I got this response back:

I’m sorry to hear that you don’t find our response satisfactory. We have investigated the situation and followed-up with the individuals involved. Therefore, WestJet does consider this matter closed.

Regards,
Tyson

I have emailed both Lauri and Tyson back asking for the employee ID number for the flight attendant, we'll see if I get it or if I have to have a lawyer get it for me.

At the end of the day, people in positions of authority need to be held accountable just like anyone else. I was advocating for myself and my husband to get the seats we paid for. My husband has MS, the extra room is important to his well being when he flies. 

I am advocating for change in WestJet's policy of not informing a person what corrective measures have been taken and not offering apologies from employees who conduct themselves in an inappropriate way that abuses their authority.

WestJet employees are owners and as such, they should be held accountable for their conduct and actions, perhaps more so than employees who are members of unions. OWNERS need to be responsible!

It is depressing to think that one is at the mercy of a flight attendant that is having a bad day, it is frightening to have your safety threatened by that same employee, after all you are held captive so to speak. Much in the same way, it is depressing and scary to think that a police officer having a bad day has you at his/mercy and can threaten you in a way that few others could. By that I mean the prospect of going to jail even if you are attempting to be reasonable, or having an officer treat you as less than because you are female. I have had both of those types of experiences with police officers (RCMP) and I have gotten letters of apology and information on corrective measures.

What makes WestJet or any airline think they shouldn't have to provide a more personal resolution than: "We are sorry as a company".... 

Being threatened with being removed from a flight in a foreign country like Mexico and potentially having to spend time in a Mexican jail is a terrifying thing to have to contemplate.

There are signs everywhere in this world of ours, including the jetways of most major airlines that state that employees do not have to put up with belligerent or rude people.

So where are the consumer signs that protect us from employees who are rude and bully people?

I am unsure of what I will do next, but I will be dealing with this situation in a broader way at some point in the future. I will need time to do investigations on what step next to take.


UPDATE - this just in from WestJet:

Dear Ms. Charbonneau,

I have been forwarded a copy of your email exchanges with Lauri Feser, Vice President, Marketing and Promotions, and Tyson Matheson, Vice President, Inflight and Learning and Development.

As Ms. Feser and Mr. Matheson have previously advised, WestJet takes its guests’ complaints seriously and conducted an investigation into the concerns you raised. WestJet ultimately determined that no further action was required. 

While we acknowledge that you have a different view of events and we apologize for the negative guest experience you perceived, we must respectfully disagree with your assertion that WestJet or its employees have in any way treated you in a manner that gives rise to criminal charges or civil liability.

Accordingly, while we appreciate this matter continues to be of concern to you, we will not be presenting any employees or information to you as you have demanded.  Additionally, should you seek to institute legal proceedings, whether criminal or civil,  against WestJet or its employees as you have threatened, we will vigorously defend any such proceedings.  

In any event, we once again confirm that we consider this matter closed.

Jeff Landmann

Legal Counsel

WestJet Airlines| 403-539-7449 | jlandmann@westjet.com

22 Aerial Place NE, Calgary, AB T2E 3J1

And my response to the lawyers letter:
To all concerned,

I am deeply offended by the email below.

Now I am being told, contrary to the earlier email from Tyson Matheson of today, that WestJet acknowledged a bad experience, now you don't.

Where in my email did I threaten to take WestJet to task?  This is an issue between myself, my husband and the flight attendant that bullied me and used his authority in an inappropriate manner. I took the situation to the company to resolve and it has not been resolved in a way that has any meaning to improving customer service and personal safety of its passengers.

My only recourse was to see if I can have the flight attendant charged. If I was in any other public situation it would be my right to have the RCMP talk to someone who had bullied me in any other threatening situation.

But, I guess that as a citizen, a taxpayer and a paying customer, I am now supposed to accept the abuse of authority and bullying that I experienced because you don't want to give me the employee's ID Number.  I guess I should have gone straight to the RCMP to lay my complaint right at the airport. 

I should never have trusted that there would be a true resolution. I feel lied to and betrayed.

All I ever wanted was a simple apology, an acknowledgement from my bully that his behaviour was out of line.

There is no way that a customer should have to take abuse from an employee.  An Employee doesn't have to take it - the signs everywhere say it - but no where does anyone advocate for the consumer.

Airlines in Canada have a monopoly and we northern consumers have very little options and no one to defend us when something unfair transpires.

Sign me 

Another customer whipped into shape by bullying tactics!

And so ends the fight for customer service or customer rights.

Now I want to update you all on the series of articles about Joan Krenning, the founder of the Steel Horse Sisterhood Summit.

I have been getting a number of emails from people who have had interactions with Joan in the last 2 years.

Some of these communications include some claims that are going to take some time to verify.
Once I have verified the claims and have had some time to get some writing done, I will be publishing another follow up.

In the meantime, the web site upgrade of www.beltdrivebetty.com is progressing nicely!

It's been a tough one, but I am so glad we are in the new hosting environment we are and that we have so many upgraded tools coming on stream!

If you are blessed to be riding today, please remember to ride like everyone around you is blind and cannot see you and consider dressing for the slide and not the ride!

Belt Drive Betty,

Editor & Rider



Disclaimer:
All data and information provided on this site is for informational purposes only. The Belt Drive Betty Blog makes no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site & will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis.

The law, legalities and a serious question that needs to be asked!

As many of you know, I had a recent experience with a WestJet flight attendant, that was anything but a WestJet experience.  Read the article - click here.

As a result of lodging my complaint, not only did the VP of the company Clive Beddoe have the VP of Customer Service, Bob Cummings contact me, but Mr. Cummings ensured that a gal named Lauri Feser got in touch with me.

Lauri is an investigator with WestJet, meaning that she talks to the inflight team, the other passengers, etc., and after she has gathered the required information, she will be getting in touch with me regarding the outcome. This is breaking with their usual tradition of not informing the consumer as to the outcomes of situations.

In the meantime, my husband and I were given a cash refund to his credit card for the portion of our round trip flight where we did not get what we paid for. The traditional response is one of not refunding to credit cards.

We were also given $400 each in WestJet dollars as opposed to the traditional $100 per person offering.

I have been discussing with Lauri, the policy where in WestJet does not generally provide letters of apology from employees and am hoping that the accountability factor that apology letters hold will be considered by WestJet.  When a situation as over the top as ours was, happens, an apology not just from the company but by the person who abused their authority and bullied me.

All a person can do is advocate for change and transparency against policies that are truly not in the favour of the consumer.

I have been advocating on behalf of all WestJet customers, as I believe there are certain times when ONLY a letter of apology will do to resolve an issue and that customers are entitled to be treated with dignity and fairness.  If that's the way employees need to be treated, as signs everywhere attest to, then where should customers be treated any differently?

I won't tolerate an abuse of authority or the bullying treatment I received and neither should any customer. (Bullying and threats are against the law)

I urge you, if you have a bad customer service experience to talk to the business owner/manager.

Don't just shrug your shoulders and accept poor service or treatment when you have paid for said service!  Owners/managers cannot fix what they don't know is broken.  You are potentially helping the owner to identify a problem employee or one who needs some training, you are helping other customers and hopefully yourself too!

There is no need to get hostile or accusatory, you just need to state the facts. If you approach the situation with some recommendations or suggestions, you might also find that real dialogue happens and everyone comes away better for it.

Please, advocate for great customer service by ensuring kudos are given when due, that is vitally important to do.

But you also need to speak up when things are less than stellar.
We get the service we allow people to foist on us.

Let's make them want to give/deliver their best our way!

I look forward to having a final resolution on  the WestJet situation soon and will share it when I do!

In Other news - I got duped by a Satirical Post on a fake Washington Post Web Site - thanks to a reader who caught that the web address was wrong!  Apparently I am not alone!

Oh well, some days I need to drink more coffee so that I am more awake when I write about something!

Have a great day everyone and please remember that if you live where you can be riding - ride like everyone around you is blind and cannot see you!

Please ride safe!

Belt Drive Betty
Editor & Rider

My not so WestJet, customer service experience.

Here in Canada we have two major airlines, Air Canada and WestJet.  If you live in the north of Alberta, unless you drive to Edmonton or Calgary, you are limited in your flight options.

We chose to fly with WestJet and had booked flights for our vacation on line.  We did not go through a travel agent as we are members of the Palace Elite Vacation Club and get incredible rates on our all inclusive resorts so why pay an agency fee!

Our flight down was awesome and I expected the same for our return trip.

On March 17th, the day before our departure home, I did our online check in to print our boarding passes and check on our flights status about mid day.

On the morning of March 18th, my husband and I, along with some friends checked out of our rooms at Isla Mujeres Palace at 7 am. We arrived 3 hours early to the airport as required. Our flight 2213 was supposed to leave Cancun at 11:40 am. Well, it got delayed, first by 2 hrs, then three, then five and then 9 and a half hours.

Apparently a storm in Halifax was the reason.
We had not known our plane was coming from Halifax or about the storm there.
We had not been watching the news at all - WE WERE ON VACATION!

Once the flight was pushed back by 9.5 hours, we called to our resort and they made arrangements for our group of 4 to spend time at their sister resort, the Moon Palace in Cancun. They even paid our taxi there and back!

All day long we checked the flight boards at the resort. 

We also checked our emails and called the airport a couple of times to ensure we were in the know.

When we called the airport at 5 pm, for the last time, we were told the flight was still leaving at 9:30 pm.

We then called guest relations to see what was going to happen in Edmonton because we would obviously be missing our connecting flight.

This is when the first disturbing thing transpired. The agent whose name I don't know because the gal at the resort who called for us, did not give me the name and I never thought to ask his name when I spoke to him, told me that our flight had been changed and the we were supposed to leave at 6:30 on a flight to Kelowna and that they had sent us all emails.

None of us got emails. In fact, I checked again today (March 20th) just to be sure and still NO EMAILS!

After being on hold for over 20 minutes, while the agent went to look into things, we decided to simply hop in a cab and head to the airport and I hung up without getting anywhere with guest relations. We checked in at the desk and there was no mention of us being re routed through Kelowna. We asked about what would happen in Edmonton and were told we'd have a room and not to worry but that we'd best head through security soon.

We headed to security and while they held us up saying we should have already been gone, they finally let us go to the boarding area when they found out our flight had been delayed.

At 9:30 pm we finally began to board the plane.

My husband and I along with our friends waited to be among the last to board as we were up front in Plus seats. As we went towards the cabin down the jetway, my husband says: "Yeah! We are finally on our way home" and this male steward made a rude comment about how his days off were screwed up because of this situation. He was very angry and had nasty tone of voice.

He had 64 passengers whose lives have been equally disrupted but he could only focus on how his life had been inconvenienced. That disturbed me greatly, but I said nothing, just shook my head.

As my husband and I turned to enter the cabin and go to our seats, we discover two other people in our seats.

They had boarding passes for the same seat numbers! OH GREAT. Now what?

The male steward puts us in two other Plus seats, but then the people those seats belonged to came aboard and we were moved to coach.

When I voiced that these were not the seats we had paid for, I was told by David, the male steward that we would still get plus services, I expressed that plus is about more than meals, it's about leg room. I got told if I didn't like it, I could always leave the plane. I was flabbergasted. The lady whose seat we had to vacate, exclaimed that she felt he was out of line and the comment totally inappropriate but when asked later, she would not step up to actually file a statement. She just didn't want to get involved. I hope she never needs someone to step up and help her right a wrong against herself!

The captain addressed all of us passengers and he told us he appreciated all of us being patient and that it had been a rough day for all concerned. He expressed he didn't really know what caused the delay but that it was probably costing WestJet between 25 and 35 thousand dollars. I took that comment as his way of saying that everyone, including the company was paying a heavy price because, I thought at this time the company was going to be putting we connecting flight passengers, up in a hotel.

After the captain's speech, I asked the female stewardess, Marylin for the steward's first and last name as I was documenting what happened a got told "we don't give out last names." She asked why I wanted to know and so I explained to her our situation.

She asked for our boarding passes and then went and talked to David who then became livid and came to our seats. He grilled me about why I wanted his name and wouldn't let me answer him, he just kept over talking me.

He went straight to jerk mode and told me that he, David, had 54 other customers whose safety he was in charge of and that if I didn't quit disturbing the other passengers with my complaints, I would be removed from the plane as a security threat. At that moment I knew I was dealing with a bully.

Not wishing to be removed from the plane I agreed to not speak of our situation again and behave like a good little girl so that David would allow me to stay on the plane.

When I found out he would be in charge of serving our part of the cabin, I talked to Marylin again and expressed I had no desire to have this man serve me after the way he had spoken to me, she told me to press the call button and she or the other female stewardess would assist me.

Well, when I needed something I did this, only to have David start coming down the aisle, I shut the light off and turned my back to him. He went back up front. I then put the light on again and Marylin served me.

For the rest of the flight, whenever David came down the aisle for any reason, I just turned my back to him and would not interact with him in any way.

I pointed out our tv's weren't working and Marylin said she'd have them looked at but at no point did anyone offer to move us to any of the other vacant seats and I did not dare ask to be moved for fear of reprisals from David.

I cried pretty much the whole way to Edmonton I was that insulted, frustrated and tired.
I truly felt violated as a customer and so did my husband.

Now the reason we booked plus seats, in spite of what I feel is an outrageous price, is that my husband has MS and the little bit of extra room that Plus seating offers is something his body well and truly appreciates.

While we were still at the terminal in Cancun, there had been a problem with the manifest. There were 64 passengers on board but only paperwork on 54. Well, after about a further half hour delay, David chewed on the poor gate agent, he had spoken to her like she was a dog. I felt so bad for her and many commented on it but again, no one wanted to step up to report his behaviour.

The bully had spoken vocally and notice was taken by most passengers who had no desire to get tossed off the plane.

At the end of the flight, we waited until pretty much everyone was of the plane and my husband went to talk to David and with his Frenchman's hands going he told David he would not tolerate the way he had spoken to his wife...me.

Immediately David went on the offensive and I grabbed my husband and told him we weren't going to get anywhere this way and let's wait for the captain. We spoke with Captain Eric Grossman and he told us to ensure his name was registered in the complaint that he recommended we file.

When we got through customs, we could not get anyone to truly help us or give us the hotel room we were promised would be waiting for us by the agent in Cancun. We were told that because the delay was weather related there would be no hotel help from WestJet and that Cancun had no right to tell us otherwise.  We were told that although we bought trip cancellation and interruption insurance with our flight, it is third party run and they - the WestJet staff refused to help us. We had no idea what the process was supposed to be as we'd never used this insurance before. It is something I intend to fully investigate and learn about for future trips. I am totally disappointed however that WestJet personnel do not know anything about a product that WestJet sells through their site while booking online.

Although we did not want to fly home from Edmonton to Grande Prairie with WestJet, we could not find a car rental agency that would do a one way rental. Our only options were fly with WestJet or Air Canada. That meant either waiting at the airport until 1:30pm to go out with WestJet, this was now 6 am, OR spending more money with the other carrier and being left out of pocket. 

Neither option was terribly appealing.

After speaking to a customer care agent named Suzette on the phone, she helped me lodge my complaint and she got us on an earlier flight than the 1:30 pm one that had been presented to us as our only option to fly home, by the WestJet agents who met our flight earlier in the morning.

The rest of our trip was pleasant from that point.

At around 3pm a gal from the WestJet Customer care team who called to discuss the situation said we wouldn't get an apology from the steward and we'd never know the discipline if any that would take place.

She offered a company letter of apology, but that does not hold the flight attendant responsible and I expressed that that was not satisfactory to me in any way shape or form.

She told me their standard policy is to offer customers $100 WestJet dollars for each of us but felt that that was to low given the situation.  I was asking for a refund from the difference between coach and Plus for the leg of the trip we had been short changed on..

So she then offered me 250 dollar per person flight credit and I told her that was an insult after all we had gone through. I again told her I wanted a refund to my husbands credit card. She said the don't generally do that but she'd see what she could do and so I waited for her to find out.

She came back with an offer of $215 per person refund or a four hundred dollar per person flight credit (WestJet dollars)...so either $430 refund or $800 in flight credits....I am not sure yet how I feel about that considering we paid $2,942 for the round trip flights and were told that we had paid for the middle of the road Plus fare!  

I told her I was too tired to think anymore and I would consider my option after a good nights sleep.  At this point I was working on 40 hours with no sleep.

Shortly after that conversation, I got a call from the Executive Vice-President, Sales, Marketing and Guest Experience, Bob Cummings. He called me because of an email that I had sent to the company VP Clive Beddoe. Hope Lexa on Facebook had reached out to me and gave me his email address and told me to contact Clive and that I would get results for sure.

After speaking with Mr. Cummings, who promised me he would call back next week after having this situation investigated, I feel much better about WestJet, but am still skeptical about what the refund/compensation/resolution will finally look like.  The current standard company policies make a customer feel like they really have to fight to get appropriate compensation/resolution but I feel like Mr. Cummings truly heard my concerns.

At the end of the day if I can get a letter of apology from an RCMP officer over his conduct and the way he spoke to me. Why should I not be able to get one from the employee at WestJet?

If I can be told what discipline an RCMP officer is going to receive then why can't I be told of the same regarding a WestJet employee, especially in a situation that is as over the top as this one is?

I am advocating for all passengers that might find themselves experiencing this kind of deplorable treatment - the standard rules need to change! There needs to be personal accountability! Apology letters and certain disciplinary information should be deliverable and it is absolutely wrong that it is not!

This saga is not over, and I intend to keep you informed of my experience and how this turns out, so that if you ever find yourself in the position of having to advocate to get what you paid for and and ever feel you are owed an apology from an employee, you will know what your chances of any kind of real resolution are!

I look forward to sharing with you a bit about my Mexican vacation tomorrow!

Have a great day and is you are fortunate to live where you can be riding, please remember to ride like everyone around you is blind and cannot see you.

Belt Drive Betty

Editor & Rider



Disclaimer:
All data and information provided on this site is for informational purposes only. The Belt Drive Betty Blog makes no representations as to accuracy, completeness, currentness, suitability, or validity of any information on this site & will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis

Shopping for a new bike to you bike, the pitfalls, the challenges and the questions

It's been a long time since I have had to shop for a motorcycle, but now that I am there, I thought I would share with you some of the challenges one faces.

On my trusty old Street Glide

Now I am in a unique situation compared to many. Firstly, it's riding season and as a reporter I need to be out there, getting the stories, the videos and the interviews. I have a week to find a bike and get things wrapped up with insurance so I can afford the bike I need.

My needs are specific. Tour Pack, Hard Bags and comfort for the long haul.

I need a bike with reasonably low mileage, as I am a high mile rider and I need warranty that is really decent because I can't afford to be down long when crap happens.

I also don't have deep pockets contrary to the thoughts of many. Because of the Sturgis North Lawsuit for defamation that I am fighting, I have to watch EVERY PENNY I spend and from here on in that is going to become even more so, to ensure I can pay a lawyer to prove my innocence.

What I get from insurance and every bit of my overdraft is what it will take to get me into a ride that has what I need. I have no delusions about getting the ride I want - that just isn't happening on my budget.

I am not a brand snob. I loved my Street Glide, but I have been looking at Victory's, BMW Sport Touring bikes, and Harley's. I ruled out most imports like Ducati and Aprilia and sadly even the BMW simply because of where I live and the lack of services available on those brands.
I considered Honda, Yamaha and Suzuki, but they just don't appeal to me at all and all for a variety of reasons. There are some limitations to those brands that are deal breakers for me.

I want to stick to brands that can be serviced where I live not 5 hours away like in Edmonton.
My husband is well versed on HD's so I wouldn't have to always go to Edmonton for my service work if I bought an HD, but I am leaning toward a Victory as Gaudin's Honda sells them and I have a good relationship with Alan, the owner.

BUT, it also comes down to what I can afford to spend.

The way I see it right now, after all of my investigations, it is a duke it out comest between the Victory Cross Country Tour and The Harley-Davidson Ultra Classic and a few private sale Street Glides I have found.

I have spoken to over 30 dealers from the BC coast to Ontario and even a couple of American ones.
I have spent countless hours on Kijiji, Autotrader , etc., researching prices , etc., and speaking to different owners.

What I have experienced in this process, that is far from over, has left me wondering what in the HE DOUBLE HOCKEY STICKS has happened to customer service and the art of sales and negotiation.

In my searching, I first decided to call every dealer that is connected to our newspaper and the Rider Friendly Business Association. I started with the H-D shops because I did so love my Street Glide and hoped to find a good used one. Not happening right now at least, a new one starts at $28,000+ and there are very few used ones around and when they can be found they average $24,999 before taxes etc.  Way out of my budget. The Street Glide is the most popular touring bike Harley makes!

Everyone of the RFBA dealers I takes to has been helpful, although only a few have had any kind of used inventory to discuss.

I called a central Alberta dealer, the salesman never even asked my name, just did his best to sell me on a 2014 Project Rushmore Street Glide.  Only $14,000 out of my price range.

I called two southern Alberta dealers, one was attentive and sympathetic but really had no used inventory to discuss and was diplomatic enough NOT to bring up the new bikes and financing.

The other tried to put me on a Slim, not taking into consideration any of my physical needs and never asked for my name.

I called north central dealers and one didn't have the time of day for me based on the dollar amount I had to spend and the other has gone above and beyond in trying to aid me.

I did not give my local dealer a call but I did check out their used inventory on line.
There was nothing there for me.

I tried 7 BC dealers, one was just straight up front that they had nothing on the floor for used inventory, another who didn't ask my name tried to put me into a Slim and then told me that the dollars I had wouldn't put me into anything close to what I want. He actually inferred that I wanted too much for the money I have - well maybe so, but I will keep looking thanks...

Three others have bent over backwards trying to find something they could put me in and are looking at options for me and one didn't even have the decency to call me back.

Of the three who are working with me, one admitted that the 2010 Ultra with 4,000 KM's on it is the best deal for me and that he couldn't come close to touching it unless I wanted a custom painted Ultra which is not very practical for a gal who seldom has time to wash her own bike, I'd destroy the $10K paint job on it in a year.

I spoke to three dealers in Ontario and only one has really listened and is doing their best to see what they can do for me with numbers.

So far in the HD department I have l bike that is really close to my budget (About $1,400 out of my reach), and two I don't have numbers on yet, I should have them today.

In the Victory Department, I spoke to several dealers and the problem there is a total lack of used inventory and I cannot really afford the new non current bikes either, they are all $5-6,000 out of my budget range.

Now for the questions I have asked about the bikes I have been looking at and some of the comments from some of the sales people...

Here is how I started pretty much every conversation unless I KNEW the sales person on the other end of the line.

Hi there (salespersons name if they gave it), I am looking for a used touring bike.
I need a motorcycle with a tour pack and hard bags. I would like a bike that either has or can have extended warranty on it. I ride a lot, average 20,000 K per year,  and would like to find something with lower KM's on it and preferably (in the case of the H-D's) 2010 or newer so I am on the new frame style.

Q: What kind of mileage is on the bike?
A: I'm not sure, but it's an immaculate bike, blue and silver in colour.

Q: Does it have a tour pack?
A: No it doesn't

Q: What does the warranty cover?
A: Oh, you know, everything the manufacturer's doesn't and more.

These were the craziest of the answers I got to some of my questions.

And why is it every salesperson save two asked me what colour I wanted first instead of talking about the equipment I need. I don't care what colour it is, I don't ride the colour.

For people who are so desperate to sell you something, why is it they don't try to build a relationship with you?  I couldn't believe how many people never asked my name - that BLEW me away!

I am NOT BRAND LOYAL but I could be dealership loyal, if people care to earn my business.
Just because I don't have a lot to spend now doesn't mean that someday soon I won't. So far three dealerships are trying really hard to earn my business. 3 out of 30 and then these dealers wonder WHY so many people go south of the border to buy.

My business is one that is supported solely by advertisers and I never get a chance to do much in the way of sales calls because of admin time, writing, editing etc and the charitable work we do here at Belt Drive Betty Media.  I start training two sales people this weekend so that this business can grow and do more.  As it grows, I can see my way clear to buying the bike of my dreams, but for now, they are all out of my reach - this is truly a hunt for the bike I need, not the one I want.

On the private sale end of things there have been a few interesting machines out there but the owners don't seem to be willing to budge on prices and they want all the money for their machines and then some.

It's riding season and so I am going to pay a premium price for any used bike if I want to ride and do my job this season.

I will fill you in on this epic hunt as it blossoms into a new to me ride.

If you are blessed enough to be riding today, please remember to ride like everyone around you is blind and cannot see you, and please consider dressing for the slide, not the ride.

Belt Drive Betty
Editor & Rider

Is this Discrimination or Something else?

UPDATED

I want you to watch the video linked here
with an open mind and really listen to the conversations that take place.

I found a way to download the video!

The gentleman who posted this video is Bill Crawford and I came across it on the Boycott Esso Open Group on Facebook.

I'd love your opinion but only if you truly watch the video before you wade in please.

Here is what I observed - you may see it differently:

1) The older gentleman apparently raised his hand to a female rider

2) The older man's son intervenes

3) The son attempts to explain that so many bikers in his parking lot make other customers not want to stop

4) The station offers a restaurant among other services

5) The riders from this group frequent this station while on runs to fill up their tanks and from the coffee cups I see being held, purchase other products and take a rest break

6) The riders are not obstructing any of the pumps, they are not obstructing the propane lane as far as I can see and they do not appear to be blocking any of the entrances.

7) The main rider, John of Motorcycle Enhancements seems to be very calm, very well spoken and tries very hard to make this young man understand that although people ride motorcycles they are business people, family people and they drive other vehicles too - he tries very hard to explain that they are customers - period.

8) It appears to me that this is the first time the riders hear they are not wanted there.

9) Even though some of the riders were vocal and upset, there were two riders who shook hands with the young man and did their best to make this young man and his father see reason.
I am not sure they were very successful, but they did try.

I contacted Esso about this situation and offered to send them the link to this video and asked them for a response on this situation not just as a customer but as a reporter.

Their standard protocol for customer complaints is to open a file and take your complaint, but you as a customer, are not entitled to know if there has been a resolution to your concern or not.

The lady I spoke with expressed that this is their normal method of handling customer complaints, but when I told her for the 3rd time that I was not just a customer, but a reporter and that I wanted a follow up call with the resolution to the issues at hand she said she'd give me a number to their media relations.

I told her thank you very much but I have that number and I also let her know that as a customer I would be boycotting Esso wherever and whenever humanly possible, because as a customer, I should have a right to know if my complaints or concerns are truly being dealt with and that since this is their policy for the handling of customer concerns, I did not wish to do business with their company.

If as a customer who purchases their product, I can't at least know that they really did deal with the issue and what the outcome was, then they show me no value as a customer and I would rather give my hard earned money to a company that places more value on their customers needs and concerns.

I am going to cut up my Esso Extra Card and shop elsewhere - not just because of what I see in this video, but because of Esso's customer complaint and concern resolution strategy, I simply don't feel valued as a customer.

I will shop at those Esso stations that I know for a FACT support the riding community, but if I am in an area and have a choice, but don't know if the Esso supports riders for sure, I will choose the other station every time.

I want to be valued as a customer - period. 

NO MATTER WHERE I BUY MY GAS or the products I use in my day to day life.

If you want to test what I say for yourself you can call:
1-800-567-ESSO (3776) ... my complaint file number is # 02337590
The station in question in this video is located in Campbellville Ontario

What say you?

Belt Drive Betty
Editor & Rider

Here is the information from the rider who filmed this:
Hi Betty. I originally posted this on John Cosentini's event page. My reason for posting was to highlight the issue at this particular station but also to profile the positive process of resolution between the gas station owner's son and John, our ride leader, talking out what could have been a much worse situation.

To clarify a few things: the gas station owner did not raise his hand to a woman. He grabbed the hand and phone of a male biker in the group as he was recording the store owner taking down plate numbers and recording the bikes with his phone. The biker then grabbed him by the neck. That was broken up and that is when I started recording, the owner's son had his dad move off and John started talking it out with the owner's son. 

The other misrepresentation is that there is a lot of space on the property - there isn't. It is a small corner lot in a very popular group riding area and while there are a few parking spaces on each side of the property the place where the bikes were parked was off to the side but not in designated parking. The owner and son are clearly frustrated by the groups of riders that stop for gas and don't leave right away. 

I don't think this was an isolated incident. When the owner first came out to complain, many off us moved our bikes into designated parking spots or off his property altogether. Some were away from their bikes for the moment to either get a drink or go to the washroom. While the owner was perfectly in his right to ask the bikers to move off his property, the angry and aggressive manner of his approach got the backs up of a few in our group and things escalated emotionally fairly quickly when he came back right away to take down plate numbers and pictures of the bikes. 

The riders who were away from their bikes had no time in between to get back to their bikes and move them. I guess the lessoned learned is that if you are in a larger group riding together it would be better to find another gas station with a greater amount of space that can better accommodate a larger group of bikes. I should also point out that this is also where the Ice House Restaurant is located and they are very biker-friendly and supportive of the biker community. Whether or not you decide to boycott this gas station or not, please continue to take your business to the Ice House Restaurant as you pass through Campbellville. The owners and staff at the Ice House appreciate their biker business. 

It has been a popular stop for bikers of all kinds for years. They have parking along the front and side of their building. I, for one, will continue to fill up at that gas station on my own or in a small group, but will find a bigger gas station if I am part of a large group in the future. Hope that helps to clarify a little bit!  Bill Crawford

Customer service, mistakes and triumphs...

Have you ever had a company you bought something make a mistake on your order? Most of us have.

How a company handles the mistake they make can make or break the relationship they have with you.
Now not all customers are understanding when a mistake is made - they figure that everyone should be perfect and that is just a non human concept - no one gets it right all of the time, but when a company makes a mistake if they own up to it right away and say OH, crap...sorry what can we do to fix this or make this rotten situation better - well they generally earn your respect.  If they argue with you or try to shuffle the blame - after you get your order rectified - they will probably never see the backside of you again.

As a business owner and a consumer I have been on both sides of this fence. As a business owner I do my best for my customers, I do not always get it right but I do my best to make sure that when an oops happens it is rectified right away and find creative solutions to the issue at hand.

Sometimes I am both the business owner and the consumer - relying on a contractor to deliver a product to me that I have designed/created to be delivered to me the way I ordered it and on time.

Sometimes stuff goes sideways on the contractors end of this, a break down in communication, a shipping company that messes up, there are so many variables in attempting to live up to your word.

I have had companies argue with me even when I have provided them with absolute proof that I did not make the mistake or error, other times I have had to eat crow - for me, the relationship I want in business and as a consumer is one that makes me feel wanted and valued.

I need insurance for the upcoming trade show season and to buy it from the show people's insurance companies is nothing short of rape, I also needed a quote for general liability insurance for the business as a whole. So I put out emails to several companies for quotes. Yesterday I got an phone call from an insurance broker for an insurance brokerage house called KTX in Ontario answering my query. After a couple of questions about my business the gent sent me an email with an application.

After puzzling over how to fill this thing out, I emailed him asking for help to understand the form. I got a rather kurt response saying it was a general media form and that some sections might not apply to me, but no help with figuring out what did and did not apply to me. I sent another email asking for help.

In the meantime another broker contacted me, asked me a ton of questions and submitted the applications for quotes on my behalf. I am supposed to have answers from them today.  So I emailed the gentleman back from KTX and let him know that I would be working with a different broker, one that was willing to answer my questions and help me fill out forms, the response I got from him FLOORED ME...

"OK, sorry. The office here is unusually busy with existing clients at the moment, we need to give them priority at this time."

Great way to make someone feel wanted and valued as a potential customer, thanks for wasting my time.

Why not, during that first conversation tell me right up front "we are swamped and under staffed and can not take on new clients right now - here are some other houses that might be able to give you the attention and assistance you will need"...I would have respected and remembered him the next time I was in the market - now I will for sure remember him but not because I respect him.

You see once a brokerage house starts work on your behalf no one else is allowed to get quotes from the companies that they do - its a conflict - so thank the good lord I did not send him the application because I would not have gotten insurance anywhere else. 

Now on the side where I have dropped the ball - I got an email from someone who ordered a remembrance patch - he had actually ordered two but I had a platinum blonde moment, and mixed his order for two up with another order for one. I got an email asking me to check on the situation - I told the man the truth - pick me I messed that up - I filled a lot of orders and I screwed yours up - I will get the other patch on it's way - right away...my hope is that the gent understands that I am human, messed up and will fix it to the best of my ability...that I value him, because I do.

Customer service is about value and relationships, you have to place value on your customers both existing and potential cause if you don't you will never have the chance to build a real relationship with them and keep earning their business or trust.

I would love to hear your thoughts on customer service - tell me about your great customer service stories and how someone took a lemon and made lemonade for you when stuff went sideways....cause you know what - every time you share with me - I learn something really valuable that helps me become better at what I do.

There are some interesting articles in the news feeds today, I leave you to go explore them for yourself over at www.beltdrivebetty.com

Before I sign off, here are a couple of funnies from around the net and from friends over on Facebook and by email that brightened my day - hope they will brighten yours too...

Have a fantastic Friday and a wonderful weekend...

Belt Drive Betty

Editor & Rider