Suburban Express, Which Sued Over Online Reviews Claiming It Had Racist Drivers, Cheerfully Sends Out Racist Advertisement

from the fly-your-flag dept

Remember Suburban Express? It's been a few years since we've had the pleasure of writing about the company that buses students between the University of Illinois and Chicago, or its lawsuit happy owner, Dennis Toeppen. Toeppen and his company have engaged in some fairly anti-consumer behaviors, most of which have to do with hefty three-figure fines unilaterally assessed to passengers for the most minor of infractions, like showing up for the wrong bus or on the wrong day. But some of the online critics also brought up issues with drivers for the company who treated foreign exchange students like trash in front of other passengers.

Now, one of Toeppen's excuses for filing lawsuits against those specific critics is that this foreign exchange student was apologized to, though the company has never said from who or at what time that apology was issued. One would think such an apology was an indication of regret over those racist comments, had such an apology ever actually been issued. Judging by a recent advertisement Suburban Express sent out for its Christmas bus schedule, it seems like the drivers take their cues from the company at large.

Companies generally don't advertise that students will ride buses with: "passengers like you. You won't feel like you're in China when you're on our buses." Why? Well, because catering to any asshole that can't stand being on a bus with someone who looks a bit different from them isn't the MO for most people with a soul. One does wonder whether any lawsuits over the reviews accusing the company of racism would have survived all this being entered into evidence.

But, as per usual, Suburban Express was quick with an apology. And it's just dripping with remorse.

When called out for a racist advertisement, companies don't generally apologize for that by insisting that a major public university is terribly run because it admits a large number of foreign students, nor does it call that "selling out." For the record, the actual percentage of Chinese-born students at U of I is much lower, not to mention that the claim that higher-paying foreign exchange students somehow are a burden on Illinois residents seems like a self-defeating argument.

Regardless, the Illinois Attorney General has decided to get involved, opening an investigation into the company to determine if Suburban Express violated the Illinois Human Rights Act. And, whaddya know, shortly after Lisa Madigan got involved, the company apologized again.

No need to read the entire apology. It's actually apologetic, both for the initial advertisement and the first apology. Apologizing for an apology isn't generally a good look, but the reputation Suburban Express has built for itself practically begs you to read this supposedly sincere apology in a tone of sarcasm, because nothing in the history of the company suggests that we should take this as anything other than the shivering, whimpering attempt to avoid the scrutiny of a state attorney general known as a bulldog.

Best of luck to Suburban Express in getting itself out of this one, and even more luck to any foreign student finding herself in need of a ride to Champaign-Urbana.

Filed Under: bus, chicago, dennis toeppen, racism
Companies: suburban express

Suburban Express Goes Double Or Nothing On Their Aggressive Behavior

from the losing-bet dept

Hopefully you recall the story of Suburban Express and its owner, admitted domain squatter Dennis Toeppen, but let me catch you up and let you know what's been going on since that post ran. Suburban Express is a bus company that caters to Midwest students traveling to and from Chicago. And by "caters" I apparently mean they make them sign contracts designed to extract unreasonable fines from their wallets and threaten lawsuits against them if they have anything less than glowing things to say about their experience online. While this has gone on for some time, a new spotlight was shown when one rider, Jeremy Leval, related on Reddit a tale of one of the company's drivers berating a customer for speaking less-than-perfect English. That customer happened to be an exchange student. Toeppen went nuclear on Reddit, threatened litigation via their corporate counsel, and also threatened the Reddit moderator. Once the story began to spread, the company was introduced to Ken "Popehat" White, at which point the tone of all their communications took an almost cartoonish turn towards congeniality. Suburban Express promised to drop their 100-plus lawsuits against customers, which they've done, and doesn't appear to have filed against the Reddit moderator. They were a bit too late, as the internet backlash led to someone defacing their website, but at least they learned a lesson in how to treat their customers, right?

Well, perhaps not entirely. See, Toeppen has chosen to show off his aptitude for pettiness online, and has actually decided to use the Suburban Express website to continue to publically go after Leval, with whom this all began.

Toeppen relaunched his online attacks against Leval, posting a page to Suburban Express' website that recounted the March 31 incident from Toeppen's point of view and calling Leval "nothing but a bullying, self-important brat." The page reiterated Toeppen's claim that Leval was trying to smear Suburban Express to help his own since-aborted plans for a student ride-sharing site, saying, "A blogger suggested that Leval may have been motivated to harass Suburban Express as a means of furthering his business interests."

Toeppen's post didn't end there. He also recounted a conversation that Leval and his girlfriend allegedly had with a driver from another transportation service. "On May 12, 2013, Jeremy Leval and his girlfriend interacted with an EAC driver at Armory around 2:50pm. Jeremy approached the driver and asked if he had heard of Suburban Express. Jeremy went on to boast that he is the guy who is causing Suburban Express lots of trouble. This makes [me] question Jeremy Leval's motivations. Is he a selfless individual fighting for the rights of the oppressed, or is he a self-promoting, troublemaking, attention-seeker?"

There's a couple of problems with this kind of response. First, note that none of this has anything to do with refuting the company's generally anti-customer behavior. Yes, Toeppen pushes back slightly on Leval's story, indicating that some kind of apology was made to the exchange student, by someone, somewhere, and at some time. Gee, wonderful. Nothing about suing their customers, however. Nothing about $100 fines for simply giving the driver the wrong ticket, calling such mistakes "ticket fraud."

Second, what difference does it make if Leval is proud of publically slapping around a company doing these kinds of things? Hell, I'd be proud of myself, too. There's no prohibition on enjoying doing good works. And the fact that Leval might (might!) be thinking of starting his own competing company is a complete non-issue relating to the facts. Again, what happened is what happened, regardless of Leval's future business endeavors.

And, finally, did Toeppen learn nothing from round one of this mess? Going after a former customer right on the company website is exactly the kind of behavior that got them into this mess to begin with. Business takes thick skin, even for those that aren't engaging in questionable behavior. I don't know what kind of profit Toeppen sees in using his company website in this manner, but I fear he's in for yet another lesson.

Filed Under: bus, customer service, dennis toeppen, jeremy leval
Companies: suburban express

Cleveland Bus System Joins Over 100 Others In Being Sued For Patent Infringement For Notifying People If A Bus Is Running Late

from the patent-trolling dept

Roman points us to the interesting news that the Cleveland Regional Transit Authority has been sued for patent infringement for this daring and shocking bit of piracy: notifying riders that a bus may be late and when it's likely to arrive. You see most normal people would think that this is an obvious idea to those skilled in the art. The reason it wasn't done in the past wasn't because the idea was so difficult to contemplate, or that it was a huge technological challenge, it was merely a limitation of the other technology that makes this possible. Once GPS technology got cheaper, wireless data transmission became more widespread and cheaper and (finally) more people started carrying smartphones (or even SMS-capable phones) this kind of feature sprung up all over the place. It wasn't because some random dude patented the idea, but because it's obvious once all the other key pieces are in place, and it's relatively easy to implement.

But don't tell that to Martin Jones, who holds a bunch of these patents. The "Clevescene" story above does not identify the patents or link to the actual legal filing (why don't news sites do that?!?), but after looking around, it's easy to find that Jones and the company he represents have filed over a hundred lawsuits like this recently over a variety of patents. I'm not sure exactly which patents he's claiming in this particular case, but here's Patent # 5,400,020 for a school bus notification system and Patent # 5,623,260 for a notification system for "impending arrival of a transportation vehicle." There are a lot more similar patents that all seem to be slight variations on the same thing. It seems he had this idea and has tried to lock it up and demand payment from tons and tons of companies -- with many agreeing to pay up.

Filed Under: bus, martin jones, notifications, patents, transportation

WiFi On The School Bus

from the the-wifi-on-the-bus-goes...-data-data-data? dept

WiFi has been showing up on airplanes and trains lately, and in Silicon Valley, it's used on the special shuttle buses that companies like Google and Yahoo use to get employees to work. But what about for high schoolers? The NY Times recently had an article about a high school out in the far reaches of Arizona that has put WiFi on a school bus, and found that the impact is really quite amazing:

Wi-Fi access has transformed what was often a boisterous bus ride into a rolling study hall, and behavioral problems have virtually disappeared.

"It's made a big difference," said J. J. Johnson, the bus's driver. "Boys aren't hitting each other, girls are busy, and there's not so much jumping around."

What's amusing here is the juxtaposition of this article with recent articles that fret about kids spending too much time online, with worries that they're becoming addicted or wasting time that could be better spent. But, here the article is suggesting exactly the opposite: that not only is more internet access leading to a less rowdy bus ride, but it's helping the students become better students.

Filed Under: bus, internet access, schools, wifi