Sign in

East Bay Paratransit

Sharing is caring! Have something to share about East Bay Paratransit? Use RevDex to write a review
Reviews East Bay Paratransit

East Bay Paratransit Reviews (1)

Initial Business Response /* (1000, 5, 2016/03/17) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@transdev.com
March 16,
*** ***
*** *** Ste***
Oakland, CA XXXXX
Ms***
I am writing to you in
response to the complaint submitted by Ms.*** through the Revdex.com dated March 3, in regards to an incident that occurred on March 2,
Although I am aware that an apology will not suffice I do want to extend one to the Ms*** and her daughter as I can imagine that that Wednesday morning in particular was not at all what was expected
Based on the information provided in the complaint I have discerned that the timeliness of our arrival at her residence was a problem as was the customer service she was afforded by our representative, but the bigger issue was that once the driver arrived to her home the vehicle's lift mechanism was not working properly
In regards to the tardiness of the driver's arrival Ms*** was correct in stating that we were lateAccording to the records available from the GPS device mounted on the vehicle we were able to verify that we were in fact three minutes outside the promised window of 06:am-07:am for a reservation that reflected a drop off at 08:am at Parnassus Av in San FranciscoEast Bay Paratransit has and will continue to strive to ensure that most if not all of our trips run on time- specifically ones that are within our immediate controlWe are currently working on improving our overall on-time performance across the whole service
We would also like to extend an apology for the response she received that particular morning from our customer service representativeThe message conveyed was both lacking in empathy as well as just not properly statedThe Customer Service Manager
was made aware of this particular incident and will ensure that our representative gets appropriate training to be more prepared when dealing with passengers *** the phone
The last issue I will address has to do with the malfunctioning lift which appears to be the biggest problem experienced on March 2ndMs*** was left with the impression that we neither check nor perform regular maintenance on the fleet of vehicles we use for the East Bay Paratransit ServiceEvery driver in fact should perform what is called a "pre-trip check" at the beginning of their shiftThis pre-trip check is a vehicle inspection that the driver will perform prior to starting their route and includes an actual paper document in which they would check off and document any findings during the inspectionThis process is inclusive of inspecting the vehicle's lift door and the lift's operationIf something were not to function appropriately during the pre-trip the vehicle would remain at the yard for maintenance to fix the issue and the driver would have to then switch vehiclesOn March 2, the assigned driver performed this pre trip inspection and documented that morning that the lift was working properlyIt was not until the fourth passenger *** daughter) was attempted to be picked up that the lift would not work properlyPlease be aware that although we strive to prevent these type of issues from arising by performing pre-trip inspections every time a driver starts their route, quarterly fleet inspections performed by our Road Supervisors, random inspections of 15-vehicles and/or drivers every week- there may still be some incidents that we will not be able to preventThe issue with the lift not working was definitely one that was difficult to prevent as it happened on the road after it was cleared for operation
As custom, we welcome any feedback on our service as it is the main mode of addressing any issues in our service that may arise as well as give positive feedback to the appropriate personClients can submit feedback through a customer service representative, completing and submitting a comment card available in all vehicles, leaving a message on our Service Comments Mailbox or by submitting a comment through our website www.eastbayparatransit.org
I hope this letter has adequately addressed the concerns brought forthIf you have any questions, please contact East Bay Paratransit at XXX-XXX-XXXX
Sincerely,
East Bay Paratransit
Initial Consumer Rebuttal /* (3000, 7, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will never again feel confident that East Bay Paratransit will collect us in time to attend an important medical appointment, or any other event that *** be important to us - a graduation from college, the funeral of a loved oneFrom now on we will make arrangements with a special transport service, which is a huge expenseIt reminds us daily that using a wheelchair makes one additionally vulnerable, even in the face of a highly taxpayer subsidized transport service such as East Bay ParatransitIts response liss excuse after excuseOur pickup was for 8:am in the morningThe driver mentioned only one earlier pick-up, in San Leandro, and it is not clear that it included use of the liftA reading of YELP online suggests a long list of unresolved complaints by consumersI don't believe that existing management is capable of addressing these issues, and would like to see its contract put up for bid to a different company

Check fields!

Write a review of East Bay Paratransit

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

East Bay Paratransit Rating

Overall satisfaction rating

Address: 1720 Broadway Ste 310, Oakland, California, United States, 94612-2161

Phone:

Show more...

Web:

This website was reported to be associated with East Bay Paratransit.



Add contact information for East Bay Paratransit

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated