Dissapointed

[The Engineer]

Back in June I complained to EK that my guest arrived at Dalaman (after a 12 hour delay) in the early hours of the morning to be picked up by ADDA. They collected him and took him to a drop off  point in Dalaman in a car park and handed him a mobile he was told his transfer would be along shortly. Luckily enough he is well travelled and confident but being left in a car park in the middle of the night could be quite scary.
When his transfer arrived it was a right old bone shaker he described as an old dolmus and he had a very uncomfortable ride into Kalkan. I complained to EK and they forwarded my complaint to ADDA. Ozgur contacted me by e-mail and phone and apologized. He said that ADDA had no old vehicles in its fleet. He promised it would never happen again and I accepted his apology.
I can hardly believe it but I now know why my guest complained about his transfer in June because we were met with the same old bone shaker of a minibus and had a dreadful bumpy ride to Kalkan. Osgur said they had no old vehicles in his fleet when I complained in June I now know he was lying.
We had ”first timer” friends with us and I was extremely embarrassed at the state of the transport. 
I’m sure your advert on Enjoy Kalkan says that for four people a Mercedes would be provided for £70 (a Mercedes it was not)
I went into the office twice looking for someone to complain to and was told that for 4 persons I should expect a minibus they also tried to charge me £25 which would have made it £75 including the deposit.
We chose an alternative company for our return journey and what a joy, a brand new VW 7 seater people carrier for the four of us. Chilled water available free of charge and a very smooth journey with a driver who is instructed not to speak on his mobile phone (ADDA drivers are never off theirs)
I am extremely unhappy with their  service, this from a company who apologized & assured me it would never happen again in only June of this year. I complained to EK on Tuesday 19^th October and have chased twice with e-mails to Jon and I’m disappointed to say that I have still had no response to my complaint. Although I booked through EK it seems that Jon expects ADDA to contact me. I have used ADDA for all my guests transfers for several years and recommend them for car hire and excursions but I think I will be changing my literature this year with an alternative company.

M

Linkback: https://www.enjoykalkan.com/forum/index.php?topic=6697.0

[cleworthallray]

Wow Engineer........and I was beginning to think it was me. I also had problems with Adda with our hire car (no show) till we were able to contact them through a 3rd party and Brave tours pulled them out of the you know what. I also complained and Jon said he would be having a meeting with them during his hol 2-3 weeks ago and then contact me with a resolution so I could book my hirecar for next year. With who is in abeyance. I haven't heard from jon although I sent him PM last week. Perhaps the system is not working right as I still have received no contact and had decided to leave it a couple of days before posting a new thread to try and gain contact but you've done it for me. hopefully it will be picked up or my EK program must be duff. I have posted numerous threads and reply's (look them up) about this EK recommended company. If this were my company I would have sorted it with the disgruntled customers and started to reassure future customers that we were, worth working with. Regards Ray

[HEATH]

You are definately not the only ones to complain about Adda,look at my posting under car hire

[kalkanbelle]

There are lots of reputable and reliable car companies offering competitive rates in Kalkan so why stick with ADDA if you're not happy?  I can personally recommend ABI Travel for airport transfers and car hire as they have never let us down once in 5 years of using them and I am sure that there are other companies that others can recommend?

[Begonvil]

Totally agree with everything Kalkanbelle as said. Abi Travel are 100% reliable!!!

[The Engineer]

It's interesting that other people have experienced bad service from ADDA and are prepared to complain along side me. I have had several PM's from people not wanting to post on the open forum for obvious reasons. I note that there has still been no response from EK since my post.
 
M

[kalkan4eva]

I agree with Kalkanbelle, there are quite a few companies offering transfers so if you've had a bad experience with one, its absolutely right that you let everyone know via this forum but move on to another - they all charge pretty much the same. We've tried a few of them now and have settled quite comfortably with Enes for the last few years, never had a problem and complimentary sweets and cold water go down well.

[cleworthallray]

At the moment...........its chucking it down with rain, its pitch black and I'm soaking wet. An old Turkish geezer, that doesn't speak English, smoking something left by horses on my farm, whilst arguing on the phone and driving an old escort like a maniac would sound pretty good. (Come to think of it...I got him last year) Roll on next next September.

[Enjoy Kalkan]

All,

First of all thank you for bringing this to my attention again. For those members that have been awaiting a personal reply from me apologies for any delay but due to the volume of workload often it takes a number of days for me to go through all emails / personal messages etc via the forum. It is for this reason there is a specific contact form and 24/7 manned customer services telephone number to ensure any issues are dealt with promptly and by the appropriate party.

Currently Adda are responsible for dealing with complaints internally with Ozgur Ozdemir, Managing Director of Adda overseeing how these are handled. However, if this system is not working it shall be reviewed as it is important for EnjoyKalkan to ensure the correct level of service is delivered to our customers. Once again may I re-iterate that EnjoyKalkan is fully independent and not owned by or tied to any operator.

As customer service is at the very heart of The Enjoy Group followers of our Facebook page may already be aware that we shall shortly be recruiting for our own in-resort team for next season to ensure a consistent quality of service. This is just one of the many changes lined up for 2011.

However, what concerns me most is the mention that people have concerns but do not wish to voice them. For this reason I have arranged for a special mailbox to be set up and would ask anyone with any issues relating to the service provided by Adda Tours to email addacomplaints@theenjoygroup.com so that I can gain a better understanding of any issues. However I would like to mention at this stage the number of complaints received against the number of bookings is less than 1%.


I hope this helps.
Jon

[headroom]

"However I would like to mention at this stage the number of complaints received against the number of bookings is less than 1%."

   The number of complaints is not necessarily a true reflection of dissatisfaction, it merely shows that a few people have chosen to 'voice' their complaints.
   The fact is that many dissatisfied customers simply do not use them again, I for one am one of those who just chose to use another company.

  Adda really needs to look to its laurels if it is to survive in the ever emerging car hire market.

[Enjoy Kalkan]

Headroom,


One of the biggest issues faced by EK and Adda are the amount of people who chose to complain not in resort but days if not weeks after returning home giving little opportunity to put things right.


It is the same for the restaurants also, it appears to be a very British trait to complain on a forum behind a screen name as opposed at the time when asked how things are.

[headroom]

Headroom,


One of the biggest issues faced by EK and Adda are the amount of people who chose to complain not in resort but days if not weeks after returning home giving little opportunity to put things right.


It is the same for the restaurants also, it appears to be a very British trait to complain on a forum behind a screen name as opposed at the time when asked how things are.

  Please do not misunderstand, if I am delivered bad service from whatever source, I will complain at the point of contact quite clearly. If however I am delivered of mediocre or indifferent, I am not going to make a scene or attempt to explain myself, I simply just won't do business with them again, if that is, by your definition a "British trait" then so be it. As for complaining from behind a "screen name" not my style, I use a sudonym like the majority of people on any forum I have ever looked at in order to maintain my privacy/anonymity. Cheers Headroom.

[Kay11]

We used Adda 3 times this year and found them to be very good. We felt safe with all the drivers and all the vehicles were of a good standard. Subsequently we booked all our tours through Adda and found them to be very professional and accommodating which couldn't have been easy since there were 12 of us. 

[The Engineer]

I complained twice at the ADDA office during my holiday and where did it get me "Nowhere" they insisted that I should expect a mini bus for 4 people even though from the advert on this site a mercedes is advertised for four people so I did not get the transport I expected (Far from it) can anyone explain this?

M

[cleworthallray]

Hi Jon.........We did call at the office twice in the first 2 days of our holiday. First time there was no one there. Second time it was full of a group of people booking a trip. We waited a while but left because we had a restaurant booking. We always thought they would show up at our villa to apologise but we never heard from them. We gave up and got on with our holiday and contacted you when we posted our holiday report around 14th September. I note you refer to the emergency numbers. The Adda one was not answered even to a taxi Adda chap that tried to help us. He eventually rang a colleague on a private number to get a responce. The 24/7 number at home is a great idea if you knew it existed and have brought it with you....we didn't. Perhaps this could be put on the "Enjoy Car Rental Booking" form that came through email when they confirmed my booking in the area that says, "upon arrival an EnjoyKalkan/ Adda tours representative shall be waiting for you outside Dalaman airport holding a sign with your name displayed". IF NOT CONTACT...........0845 056 8390
 
To anyone who has had a great service from them.............I am truly very pleased everything went well but if it goes wrong, it starts your holiday off very poorly and I assure you, you would soon change your opinion. Anyway, I have said all I am going to on this subject and shall not comment further. Thanks to the people who sent me PM's and I will take up your advice regarding future car hire. Cheers Ray

[Lukester]

We also had trouble with Adda though it was regarding a car seat. We mailed Jon and Adda directly.

We were expected to go from Kalkan to Dalaman with a one year old without a car seat (though it was pre ordered), then a broken one when it arrived!! We ended up well over an hour late getting to the airport, queing for over an hour to check in and only just made the flight.

We haven't recieved any satisfactory communication despite PM's, e-mails, a phone call and a trip to the Adda office by my FIL who was still in Kalkan.

Will be using someone else next year.

[Enjoy Kalkan]

As mentioned if anyone has any issues with Adda please email the dedicated email address addacomplaints@theenjoygroup.com whilst myself and the team look into these issues. Please include as much detail as possible including date of the booking, if it was an Adda direct booking or through EnjoyKalkan.


Thankyou

[The Engineer]

How very convienient to set up a complaint line so that no one will post complaints on the open forum. I raised my complaint to you two weeks before my post giving you a chance to respond. Where did it get me well to date nowhere I have still heard nothing from either EK or Adda. I book around 12 transfers per year plus car hires and trips and if it was my business I would be doing all I can to win back this work and restore my customers faith.

M

[contesersefil]

ALL SOUNDS VERY COMPLICATED I MUST SAY BUT FOR MY PART i'M DRIVEN TO ADD MY FIRST COMMENT TO THIS CHAIN AS IN FAIRNESS I'VE ALWAYS RECEIVED GREAT SERVICE FROM ADDA. i'VE USED THEM REPEATEDLY IN THE PAST 10 YEARS AND THE CARS THE DRIVERS AND PRE/AFTER SERVICE  HAVE ALWAYS BEEN GOOD. I REALLY CANNOT SAY I'VE EVER HAD CAUSE TO COMPLAIN.

THE KALKAN TOURISM COMMUNITY AS WE ALL KNOW IS RATHER TIGHT KNIT AND TO MY KNOWLEDGE I'VE NEVER HEARD ANYONE WITH SUCH STRONG VIEWS FOR COMPLAINT ABOUT ADDA AND OR THE OTHER FIRMS PROVIDING SAME SERVICE. WE'VE ALL HEARD THE ROUTINE GRIPES OF COURSE! HE WAS EATING.. HE DROVE TO FAST NOT GREAT BUT TRUE ON OCCASION OF ALL THE TRANSFER COMPANIES I AM GUESSING

THERE IS ALWAYS ROOM FOR IMPROVEMENT WITH ANY BUSINESS AND OVER THE YEARS I'VE ALSO TRAVLLED WITH TAPESTRY AND OTHER TOUR OPERATORS WHOM ALSO I BELIEVE USE ADDA AND CONTINUE TO DO SO,, SO i GUESS ADDA LIKE EVERONE DOES LEARN FROM ITS MISTAKES AND CONTINUES TO GROW... i FOR ONE WONT BE LEAVING THEM .

[The Engineer]

contesersefil I am pleased that you are happy with the service you received from ADDA however it is not at all complicated my complaint was that I did not receive the transport I booked and payed for as advertised on this site. It quite clearly advertises a Mercedes for 4 people not a rickety old dolmus. I have still to date not received an explanation or apology from EK or Adda. And what about my guest who was left in a car park in Dalaman in the middle of the night? I'm sure if Tapestry received the same service as myself and my guests they would no longer use them.

M