MetroAccess complaint: UBER DRIVER COMPLAINT

October 5, 2022

Dear Customer Service.

I am a frequent Metro Access user with weekly trips to the Laurel Beltsville Senior Activity Center for fitness activities. My identification number is 24553. I use uber as my preferred method for travel and stated concerns about the uber drivers GPS going to Laurel Hospital instead of Laurel Beltsville Senior Activity Center to the uber department in the past.

I traveled with an uber driver this morning with the address of 7120 Contee Road, Laurel, MD. Upon entering the vehicle, I informed driver my drop-off was Laurel Beltsville Senior Activity Center. He replied that he was taking me to 7120 Contee Road.
The driver’s GPS arrived at Laurel Hospital that displayed on his screen. The driver told me to leave his car because he had to make money. I refused and called Metro Access.
The Metro Access supervisor asked me the address for Laurel Hospital, which I did not know, since that was not my destination. Again, the driver asked me to depart from his vehicle. I provided the driver with directions to the center, and he finally drove me there, stating Access needs to fix this problem.

This could have been a fatal event. Going forward, I request that trips to Laurel include the facility name along with the address when a reservation is made. As I mentioned before to the complaint department, I receive inactive links, causing me to call dispatch to book my uber trips. An IT specialist said the problem is not my iphone and links are inactive.

I appreciate your immediate attention to this matter. Please call me if additional information is needed.

Lillie Kennedy
10400 Meadowridge Lane
Bowie, MD 20721