Valley Metro

I use a service called Ride Choice to get to and from work. Half the times I called them to cancel my rides, they don’t and still send a driver. When I call to ask why I don’t get any answers. They simply say “it was cancelled on our end” not if a driver was sent out. The way dire
Cations are ignored. Don’t know if it’s them or UZUR who works with them

Dear Valued Customer, We apologize for the inconvenience the customer has gone through Prior to placing an order all Online Customer’s must accept the following terms: Passes purchased online are not downloadable or available to printWhen purchasing a pass online, allow 5-business days for processing, not including delivery time via USPS mail or delivery servicePasses can be physically purchased at one of our many Fare Outlets if they are needed within business days· 02-01-= Customer placed order· 02-02-to 02-03-= Order processed· 02-04-= Order mailed from City if Phoenix mailroom· 02-12-= Customer contacted our office stating the pass had not been receivedA replacement pass was sent mailed out 02-13-· 02-17-= Received the original mailed order back from post office stating “Return to Sender Attempted- Not Known Unable to Forward” (See attached scan of the original envelope sent out)· 02-18-= Customer received the second pass in the mail· 02-24-= Contacted customer to verify receipt of passCustomer confirmed his pass was received the 18th or 19th of February and thanked us for calling and checking upNo further action requiredSincerely, Valley Metro Corporate Accounts

Revdex.com:I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI was at the stop on time; but positioned on the other side, I waved at which time the female bus driver began to slow down, and then suddenly abort, which would have allowed her to come to a complete stop, and then board, driving to the next destinationRegards, [redacted]

This company has no regard for the customers whatsoeverMy wife has voiced several complaints about the buses not waiting on connecting routes even if their early or bus's just flying by stops because their late without stoppingIt's time to put cameras on these buses so that the company can see 1st hand the way the drivers are treating peopleOn top of that the company completely disregards it's customers when you call in with a kind of, "That's just the way it is attitude." Nothing is ever done about the issue and their is no follow upHorrible customer service with terrible management equals a very bad company

This e-mail is in response to the complaint received on 3/04/concerning case #***During theinvestigation of this complaint we pulled video from our bus and the bus did service this stop on time.We also have a vehicle locator system on all of our buses and it showed the bus to be on the
rightscheduleI regret Mr*** did not make it to our stop on time to catch his busIt is our finding thatthe bus operator was following all company rules and leaving his stop on time.If you have any question please give me a call Robert WBroughman Director of Transportation Greater Roanoke Transit Company

Ever since the drivers changed on 27 ave the bus schedule is always late.you call and the customer service agents dont even know that the bus is late and why.they just give you the next bus time.I frequent the bus to and from work.its a shame I cant depend on the only transportation I have.

Revdex.com:I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was at the stop on time; but positioned on the other side, i waved at which time the female bus driver began to slow down, and then suddenly abort, which would have allowed her to come to a complete stop, and then board, driving to the next destination. Regards,[redacted]

Dear Valued Customer, We apologize for the inconvenience the customer has gone through.  Prior to placing an order all Online Customer’s must accept the following terms: Passes purchased online are not downloadable or available to print. When purchasing a...

pass online, allow 5-7 business days for processing, not including delivery time via USPS mail or delivery service. Passes can be physically purchased at one of our many Fare Outlets if they are needed within 7 business days. · 02-01-15 = Customer placed order· 02-02-15 to 02-03-15 = Order processed· 02-04-15 = Order mailed from City if Phoenix mailroom· 02-12-15 = Customer contacted our office stating the pass had not been received. A replacement pass was sent mailed out 02-13-15. · 02-17-15 = Received the original mailed order back from post office stating “Return to Sender Attempted- Not Known Unable to Forward” (See attached scan of the original envelope sent out)· 02-18-15 = Customer received the second pass in the mail. · 02-24-15 = Contacted customer to verify receipt of pass. Customer confirmed his pass was received the 18th or 19th of February and thanked us for calling and checking up. No further action required. Sincerely, Valley Metro Corporate Accounts

Subject: [redacted] Dear [redacted] [redacted]:Thank you for taking time from your busy schedule to contact Valley Metro.  Passenger feedback helps Valley Metro institute measures and processes to make changes to best serve you.  Valley...

Metro continuously evaluates the service in an effort to make improvements.Please accept our apology for any inconvenience you may have experienced as a result of this incident.  In order to investigate your claim we will need the following detailed information: 1)      Incident Dates and Times2)      Route Numbers and Direction of Travel3)      Pick up locations4)      Driver descriptions (if at all possible) Thank you again for making us aware of this situation.  Please do not hesitate to contact Valley Metro’s Customer Relations Department at ###-###-#### if you have any additional comments.  Thank you for riding Valley Metro.Sincerely,Customer Relations Department

hellohere are a few things that had happened to me in regards to this complaint:-around 2/13/12 a black folder was stolen from me on sycamore & main transit station in Mesa,AZ-after I have contacted lost and found department I was directed to a lost and found warehouse in Mesa,AZ but when I went there they told  my personal folder was not there-I have had government issued id s and other important documents in that folder and because I did not have them in my possession I could not be approved for suitable work -because of that I have become homeless-later on I have fallen asleep while on the light rail because of my new lifestyle and one of the train operators kicked my in the foot and called me names-it took me about a year to have those documents replaced-recently one of the security guys threaten me with trespassing charge while I was on the train with a valid ticket-few days after the incident the same security guy wrote me a ticket for 180$ after he had previously told everybody without a valid ticket to get of the train at the next stop.-after I have been threaten with trespassing I had been protesting for seven days and asked property owner to state in writing where is his property and why he or she does not want me there.-my personal property has been stolen from 44th street & Washington station on a different occasion-several times while I was peacefully riding the light rail I heard people playing music real loud and behave wrecklessly-all this have hurt my already damaged state of mind and my financial situation-also about a month ago I forgot a pair of brand new shoes on the light rail and after I realized it I came back into the same train just to realize someone took my shoes.When I asked the only employee who was around if he can help me get them back he told me to look in the trash can.  so far I only have one last name because the people who have done these thing to me did not have a badge.I don t know if this name is valid or not but the name is [redacted]-all these incidents have happened while I was struggling to recover from depression and other mental and social problems-I do not remember all the exact dates because most of the time I just accepted their actions as part of my personal turmoil that somehow will never endsincerely,[redacted]Regards,[redacted]

First of all thank you for the transportation, I have been using the bus for the past few months. Got into the Carpooling deal to help out traffic congestion and smog free. It has been challenging with the buses lately going home, they are so over filled , so crowded that I have to wait an other hour to get the next bus. between 3:40 pm - 4:10 pm I noticed the only buses going to Westbound on 27th Ave and McDowell are the 43rd Ave buses going west. Only two Buses going to 83rd Ave & Pebble Creek and those are the ones so full. Few bus Drivers told us " Hey call Cust Service and let them know your concerns let your voices be heard" . OK , here I am can anyone help me and the passengers, can Valley Metro send Longer Single Deck buses instead of overcrowding and waiting longer for another bus ? Thank you

This company has no regard for the customers whatsoever. My wife has voiced several complaints about the buses not waiting on connecting routes even if their early or bus's just flying by stops because their late without stopping. It's time to put cameras on these buses so that the company can see 1st hand the way the drivers are treating people. On top of that the company completely disregards it's customers when you call in with a kind of, "That's just the way it is attitude." Nothing is ever done about the issue and their is no follow up. Horrible customer service with terrible management equals a very bad company.

hellohere are a few things that had happened to me in regards to this complaint:-around 2/13/12 a black folder was stolen from me on sycamore & main transit station in Mesa,AZ-after I have contacted lost and found department I was directed to a lost and found warehouse in Mesa,AZ but when I went there they told  my personal folder was not there-I have had government issued id s and other important documents in that folder and because I did not have them in my possession I could not be approved for suitable work -because of that I have become homeless-later on I have fallen asleep while on the light rail because of my new lifestyle and one of the train operators kicked my in the foot and called me names-it took me about a year to have those documents replaced-recently one of the security guys threaten me with trespassing charge while I was on the train with a valid ticket-few days after the incident the same security guy wrote me a ticket for 180$ after he had previously told everybody without a valid ticket to get of the train at the next stop.-after I have been threaten with trespassing I had been protesting for seven days and asked property owner to state in writing where is his property and why he or she does not want me there.-my personal property has been stolen from 44th street & Washington station on a different occasion-several times while I was peacefully riding the light rail I heard people playing music real loud and behave wrecklessly-all this have hurt my already damaged state of mind and my financial situation-also about a month ago I forgot a pair of brand new shoes on the light rail and after I realized it I came back into the same train just to realize someone took my shoes.When I asked the only employee who was around if he can help me get them back he told me to look in the trash can.  so far I only have one last name because the people who have done these thing to me did not have a badge.I don t know if this name is valid or not but the name is [redacted]-all these incidents have happened while I was struggling to recover from depression and other mental and social problems-I do not remember all the exact dates because most of the time I just accepted their actions as part of my personal turmoil that somehow will never endsincerely,[redacted]Regards,[redacted]

Dear Valued Customer, We apologize for the inconvenience the customer has gone through.  Prior to placing an order all Online Customer’s must accept the following terms: Passes purchased online are not downloadable or available to print. When purchasing a...

pass online, allow 5-7 business days for processing, not including delivery time via USPS mail or delivery service. Passes can be physically purchased at one of our many Fare Outlets if they are needed within 7 business days. · 02-01-15 = Customer placed order· 02-02-15 to 02-03-15 = Order processed· 02-04-15 = Order mailed from City if Phoenix mailroom· 02-12-15 = Customer contacted our office stating the pass had not been received. A replacement pass was sent mailed out 02-13-15. · 02-17-15 = Received the original mailed order back from post office stating “Return to Sender Attempted- Not Known Unable to Forward” (See attached scan of the original envelope sent out)· 02-18-15 = Customer received the second pass in the mail. · 02-24-15 = Contacted customer to verify receipt of pass. Customer confirmed his pass was received the 18th or 19th of February and thanked us for calling and checking up. No further action required. Sincerely, Valley Metro Corporate Accounts

Subject: [redacted] Dear [redacted]:Thank you for taking time from your busy schedule to contact Valley Metro.  Passenger feedback helps Valley Metro institute measures and processes to make changes to best serve you.  Valley...

Metro continuously evaluates the service in an effort to make improvements.Please accept our apology for any inconvenience you may have experienced as a result of this incident.  In order to investigate your claim we will need the following detailed information: 1)      Incident Dates and Times2)      Route Numbers and Direction of Travel3)      Pick up locations4)      Driver descriptions (if at all possible) Thank you again for making us aware of this situation.  Please do not hesitate to contact Valley Metro’s Customer Relations Department at ###-###-#### if you have any additional comments.  Thank you for riding Valley Metro.Sincerely,Customer Relations Department

Review: Early today I traveled from the roadhouse off of Orange ave to the bus stop at Hollins ave while sitting on the opposite bus stop I waved the bus driver down, she turned and watched began to slow down to the stop and then proceeded to leave without stopping, I called and they said they would see what they could do, I waited for 20 minutes in the rain and then proceeded to walk, nobody showed up it sounded like the dispatcher said wait there but the signal from my phone made the conversation sound faded.Desired Settlement: I would like a cash refund of my weekly bus pass.

Business

Response:

Subject: Complaint #[redacted]

This e-mail is in response to the complaint received on 1/10/14 concerning case #[redacted]. There were several factors taken into consideration during the investigation of this complaint. The customer was on the opposite side of the street from where he should have been to catch the bus going towards Orange Ave. There is a bus stop on the customers’ side of the street so our bus operator assumed they were waiting on the outbound bus towards Plantation Rd. As the bus operator passed the customer he noticed him making gestures for him to stop but at this point it was too late to make a safe stop due to weather and traffic conditions. When the customer called and spoke with the dispatcher on duty they were told which stop to be at and the time the next bus would be coming to that stop. It is our finding that the bus operator and dispatcher handled the situation appropriately due to the circumstances and string of events.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will accept the letter response and drop the action against the complaint address, There was a light response while on the phone with the dispatcher that I cannot prove, the other action was being told to just wait there I did state that I did not have the time to wait and was then told again I will see what I can do by the dispatcher, the weather was uncooperative.

Regards,

Review: I was at the [redacted] bus stop waiting for the smart bus smart way to pick me up and transport me to roanoke virginia. The bus never showed up and I was forced to stay in [redacted] restaurant until 7:00 am from 9:50 pm while forced to wait for the new river valley mall to open. There is no emergency number listed to find out if they are being held up by traffic or on the next departure ending at 8:35 pm.Desired Settlement: I would like to know what value that would be placed on the waiting period and the downtime involved.

Business

Response:

This e-mail is in response to the complaint received on 3/04/14 concerning case #[redacted]. During theinvestigation of this complaint we pulled video from our bus and the bus did service this stop on time.We also have a vehicle locator system on all of our buses and it showed the bus to be on the rightschedule. I regret Mr. [redacted] did not make it to our stop on time to catch his bus. It is our finding thatthe bus operator was following all company rules and leaving his stop on time.If you have any question please give me a call Robert W. Broughman Director of Transportation Greater Roanoke Transit Company

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I was at the stop on time; but positioned on the other side, I waved at which time the female bus driver began to slow down, and then suddenly abort, which would have allowed her to come to a complete stop, and then board, driving to the next destination. Regards,[redacted]