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Original poster

What do you think of this complaint response

26 replies

Lebou · 21/08/2019 21:45

I was tailgated by a coach on the A303 today for several miles. Traffic was moving on a single lane section at a very steady 50/60 mph with clear visibility so no reason or excuse whatsoever for the coach driver to be so close, he was literally about three feet from my rear bumper. I kept as big a gap as possible between me and the car In front but it was quite stressful and scary as he would have had no time to react whatsoever if I’d had to brake suddenly. My 3 year old was in the back too. So I memorised his reg and emailed the coach company and got this (pic attached) what do you think? I think it’s great that they’ve said they’ll give him some training but I found the tone a bit flippant, no apology and then a bit of a sales pitch at the end?! Hmm I’m also not sure about dangerous tailgating being described as a ‘driving style’?!

What do you think of this complaint response
OP posts:
Mummoomoocow · 21/08/2019 21:47

Wow. That’s a carefully constructed template if ever I have seen one

FudgeBrownie2019 · 21/08/2019 21:48

I don't think they really could have done much else without evidence. They were respectful in their address and are going to ensure the driver in question spends a little more time working on their driving skills. Unless you wanted the driver fired I'm not sure what else you were expecting.

Original poster
Lebou · 21/08/2019 21:49

I think an apology or acknowledgement of the danger he caused would have been appropriate.

OP posts:
nitgel · 21/08/2019 21:50

What do you want them to do ?

Catapultaway · 21/08/2019 21:50

Honestly, as a response it seems fine to me.
(Whether or not any of it is true is a different story)

Hollanda40 · 21/08/2019 21:51

Have they never heard of full stops or paragraphs? Or indeed proofreaders?

Hassled · 21/08/2019 21:52

It would be fine I think had they not launched into the random "one day you might need our coaches" sales pitch at the end. That was just odd and inappropriate. But other than that they do seem to have taken your complaint seriously.

AmateurSwami · 21/08/2019 21:52

Apart from the shit grammar, the attempt to sell to you at the end is irritating.

IAskTooManyQuestions · 21/08/2019 21:53

I cant see what else they could do?

FudgeBrownie2019 · 21/08/2019 21:53

Again, without any kind of evidence it's very much your version versus the driver's version.

Biancadelrioisback · 21/08/2019 21:55

They won't apologise as that means admitting they were in the wrong and at the moment they have your word against the coach drivers. I'm not saying you're lying but when dealing with the public, some complaints are just insane or blatantly untrue.

NaughtToThreeSadOnions · 21/08/2019 21:56

The ony problem is the slightly rubbish sales pitch.

I'm not sure what you wanted unless it was the driver sacked, because retraining would be the universal response to a driving compaint in fact most complaints to coach companies. Driving style is just jargon for "driving"

Not sure where you see the flipancy, as some ones said its a professional constructed template. As theres no flipancy

Original poster
Lebou · 21/08/2019 21:56

Yeah it’s not that I expect them to do any more, I just thought the tone was pretty off. I think I’m going to get a dash cam, this happens a lot, especially on that road. I hate tailgaters with a passion, it’s such a pointless thing to do!

OP posts:
Teachermaths · 21/08/2019 21:58

Sales pitch at the end is shocking.

If they apologise does that imply any kind of liability? That is perhaps why they haven't.

HeyMonkey · 21/08/2019 21:58

I've complained about a company loads of times, I'll call them Shitecoach to save their identity. Their drivers here are absolutely terrifying and I've witnessed some totally insane driving from their employees.

I've had the same bullshit template every time. I bought a camera for the car last week because of them. Not much you can do without proof.

Foxyloxy1plus1 · 21/08/2019 21:59

Definitely get a dash cam. We’ve sent in footage to companies whose drivers have behaved like fuckwits.

NaughtToThreeSadOnions · 21/08/2019 22:00

Anpology is admission of guilt and therefore liablity, its pretty standard that companies to avoid admiting liablity.

Kummerspeck · 21/08/2019 22:00

I think it is quite reasonable as, while you may be 100% reliable and certain of the dangers involved, you have to bear in mind that many complainants are not. They only have your word on his "driving style" yet have taken it seriously enough to give the driver more training. I think that's a result!

Ffsnosexallowed · 21/08/2019 22:00

That actually made me laugh. I'm involved in responding to NHS complaints, it's given me a whole new avenue to go down for our last paragraph....

3boysandabump · 21/08/2019 22:05

Little sales pitch at the end is wrong.

There's not a lot else they can say though. They can't apologise because they only have your word for it that the driver has done anything wrong.

If it's the first complaint the driver has had i doubt he'll even get the training tbh they'll probably just have a word.

Original poster
Lebou · 21/08/2019 22:06

@Ffsnosexallowed Grin

OP posts:
Starryskiesinthesky · 21/08/2019 22:06

I don't think it sounds too bad as replies go.

BernadetteRostankowskiWolowitz · 21/08/2019 22:09

The grammar is poor and the sales pitch is inappropriate. This means that I don't even believe that they will do what they've said they will.

donquixotedelamancha · 21/08/2019 22:11

Have they never heard of full stops or paragraphs? Or indeed proofreaders?

Apart from the shit grammar, the attempt to sell to you at the end is irritating.

I think the reason it reads oddly is not because it's a template or flippant. I think it's a stupid person trying to appear clever. I think they are trying to mimic the positive tone of a corporate apology and have got it wrong.

Either way, it's a better response than you would normally get, OP, you'll just have to accept it.

thequeenoftarts · 21/08/2019 22:33

Dear xxxx

Sorry your badly worded template does not reassure me in the slightest. If you had bothered to review your drivers dash cam, you will see exactly what I am talking about. Since you have failed to reassure me I will be contacting my local police station with a strongly worded complaint, and they can take it up directly with your management. Please pass my complaint to someone in authority as a generic response from a call centre is not satisfying at all.

( Most, if not all professional drivers have dash cams these days )