My complaint:
I am a Metro Access rider and have been for over ten years, and I have become more and more unhappy with the service they offer to those of us who are disabled – in any way – and need, require, and pay for their services daily.
The purpose of my letter is that I want to know how something can be done about Metro Access. As I said before, I ride them almost every day – Monday through Friday – and they are extremely rude and unprofessional when customer service is needed and rarely on time. The dispatchers and quite a few of the supervisors, are short tempered, impatient, and sharp-tongued.
To make a reservation, you must call by a certain time at least 24 hours in advance. When you make an appointment, they give you a window or block of time in which they are supposed to come and get you and deliver you to your requested destination. The window is supposed to be within 30 minutes. More often than not, the drivers are not where they are supposed to be within that 30 minute window. In the mornings, they come early and fail to notify the rider; they will sit outside for a few minutes and then leave stating that it was a no show. Not only that, but if you call and they send them back, they come later and then I’m late for work. In the evenings, I have been left to stand outside in the cold, because my building is locked once I leave out, thinking my ride is coming. I can’t see it from inside the building, so if they miss their window I’m just standing in the colddark until they show up.
The scheduling is done poorly. Apparently Metro Access does not have a program or management analyst assisting them with scheduling the routes because several times I have been taken past my home or past my job, only for the driver to have to turn around and come back to complete my ride. When I’ve made it a point to tell the driver they can just drop me off here, I’m told no, they must stick to the scheduled route.
I’ve had to take cab’s or whatever their in-network alternate transportation is. One evening I didn’t get home until after 9 PM from a 3:30 pickup time and I live 15 minutes from my job! WHERE IS THE CUSTOMER SERVICE!? It’s not like this is free! I pay for this inconvenience and disrespect! You file complaints, and nothing is done. If they refund your trip money, it doesn’t come until the following month! I could go on and on. I’ve tried to be patient and understanding, but enough is enough! I need some help and some attention on this immediately!
Suggested solution:
Schedule trips better with reasonable tardiness. The customer service do to paying customers from dispatchers about time Transportation will arrive. The routes need to be made with considerable amount of traffic,weather, and distance.
