Metro DBA Bi State Development

I was involved in an incident with Bi-State on August The bus number was ***I was heading [redacted] The bus was an extended busIt pulled over on Grand and StLouis Aveto drop off passengersWe were in the left handside in the left lane going pass her As soon as we got the the extended part of the bus, the driver did not check her mirrors and pulled out in front of us There was road construction in her lane that she had to avoid She forced us out of our lane into on coming trafficA truck was coming in the the opposite way He slammed on his breaks and missed us by inches I hit a pot hole which damaged my carIt damaged my alignment and the oil pan I had to have an oil pan and a new screw in the oil panThis almost accident nearly took the lives of myself, wife and child who were in the car with meI have reported the incident, the person who I spoke with said that if the bus didn't hit me, it wasn't Bi-States faultThey told me

I use Call A Ride for my transportation I needed to request an earlier time for return from a visit I was told that there were no rides available I was not treated with respect by [redacted]

Good afternoon, This email is to follow up on the Revdex.com complaint # [redacted] An investigation was conducted and found that one of the two complaints were valid The complaint regarding the cancelled trip without being notified is not valid The phone calls were pulled and Mr [redacted] , [redacted] ***’s fiancé scheduled two trips for November 22nd and 24thThe trip scheduled for November 24, had been scheduled too far in advance The Reservation Clerk realized her mistake and called Mr [redacted] minutes later on that same day and let him know that he would have to call back the next day to schedule that tripThe second complaint regarding the Van Operator leaving when the passenger was in her view was found to be valid The DRD was pulled from the van as well as the phone recordings to help with the investigation There were performance issues that were noticed and will be address with the employees involved A call was made to Ms [redacted] *** We spoke with her fiancé, [redacted] on her behalf An apology was given and we let him know that policies that were not followed were being addressed He asked if a trip could be booked for her for the following day and his request was accommodated He seemed pleased with the outcome Regards, [redacted] Customer Service Coordinator Metro Call-A-Ride Office: [redacted] Fax: [redacted]

In her complaint Ms [redacted] indicates that the Call-A-Ride Van Operator arrived late on March 06, As Ms [redacted] indicated, the van arrived at 10:a.m., which is minutes outside of the late windowThe pickup time was scheduled for 9:a.mwith a minutes early/late window Although we do try and make all efforts to arrive on time within the minutes early/late window, unfortunately we were unable to do so for her on this day The Call-A-Ride service is a share-a-ride service, therefore scheduling with the proper amount of ride time is important for on-time arrival Ride times are comparable to the Metro Bus serviceLooking at the ride time on the Metro Bus, she would ride minimally to minutes on the Metro Bus Ms [redacted] ’s trip on March 6, took only minutes, which is better than the Metro BusOn March 7, Ms [redacted] called and scheduled a ride for a March 9, doctor appointment with an 11:a.mappointment timeHer return time was scheduled for noon, which was the only time available for this mile trip within the requested time frame ADA requires that an ADA eligible trip are to be accommodated within an hour on either side of the requested time Ms [redacted] ’s trip on March 7th was not an ADA trip, but a Medicaid funded trip Call-A-Ride is not mandated by the Federal Transportation Agency to transport Medicaid funded trips, even though the ADA time requirements were met Ms [redacted] called and cancelled this trip at 3:a.mon March 9, 2016.I spoke with Ms [redacted] on March 11, at 10:a.min response to her complaint I tried to explain to her that the ride time going to church should be scheduled with the proper ride time to ensure that she arrives on time and suggested at least a minutes ride time She was still unhappy with my call and hung up the phone[redacted] Customer Service CoordinatorMetro Call-A-Ride

There is not an opportunity to view video footage from the unit drivenThe consumer failed to provide the exact date of the incident to investigate within the available timeframe the footage is heldVideo footage is only available for approximately hours of an incident before it is recorded overWe are willing to provide four 2-hour passes to the consumer [redacted] Bi-State Development Agency

It is clear that our service changes from March 14th have negatively affected Ms***'s commute causing her to leav for work an hour earlier than she did before our changesI have agreed to compensate her with a free Monthly Pass for May[redacted] Director Of Customer Service OperationsBi-State Development Agency

More specific information is required to investigate this complaintWe need to know the following:What is the scheduled time of arrival for the #City Limits you were trying to catch?The exact location of the stop you were at?What direction were you traveling? North or South? [redacted] [redacted] Bi-State Development Agency

I made a reservation for Call A Ride to pick me up July 6, and drop me off at *** *** ***You were also supposed to return at 2:15pmNo one showed so I called and was told you had me scheduled for 1:pickup and because I was there the driver leftI asked why was I not called and you said you did but there was confusion about my phone number and you offered to return at 4:

Last month, I used my debt card to purchase a weekly passTicket never processed But my bank account was debt for the ticket $ I called to complain I was told the matter would be looked into I would get a refund in mail And or let me know what they were going to do I have heard nothing And no refund $is a lot for me

Time and time again, Metro has disappointed meFrom passing me up at a bus stop in the middle of winter to being severely late and having an app that doesn't work properly, Metro has now screwed everything upThe new schedule changes that occurred on 3/14/are ridiculousBefore, I could get to work minutes early on the Wild wood busNow, I either have to get to work an hour early or end up minutes lateThere is no in between timeThanks to the Metro app, I ended up being late twiceI don't understand why the app would give me directions that would make me late when I specifically request to arrive by a certain timeThis is very inconvenientNow I have to ride the bus for over hoursThat's hours taken out of my day and away from my familyAlso, all of the drivers need to be drug testedI've personally seen bus drivers go smoke with passengers right before leaving the Metrolink stationsThat is a hazard to everyone on board

I use Call A Ride for my transportation I needed to request an earlier time for return from a visit I was told that there were no rides available I was not treated with respect by ***

I was waiting on the City Limit bus going northThis is the third time the bus has passed me upHe knows there is a bus stop under the highwayI had to walk home miles because he passed me upIf I fall out from heat stroke I am going to sue themIt is over degrees outsideI tried to flag him down and he looked at me a kept rollingI pay $for a month bus pass and I have to walk home

I am disabled and need transportation to medical facilities for treatmentsThis company continues to leave me stranded and unable to make needed medical appointmentsI scheduled a ride for this past Friday and the ride never came,when I called to find out why they never showed up,they said I scheduled the ride to far in advance and that they had cancelled itI was never informed of this cancellation so that I could make other arrangementsToday I scheduled a ride and when they came my fiance took me out in my wheel chair to the bus, then came back in to get my bag,when he returned the bus had taken off and never helped me onto the bus, I am blind and disabled I am unable to put myself on the bus, I require a lift to get on.They just left me there in the degree cold weatherI called the office again and was never sent a different rideI had to miss my Dialysis appointment again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI appreciate you compensating me and I appreciate you putting the bus stop sign also
Sincerely,

I had an appointment to go to church yesterdayI told them I needed to be at church by 11:00, but they didn't pick up till 10:They drove me clear across the city, and dropped another man offI didn't arrive to church at 11:They told me I could have to be there for an hour and a half at the maximum, because they pick other people up and drive them as wellThey never get me to where I need to go on timeToday I called about a doctor appointment I have on Wednesday and my 11:and they said I would have to be ready to leave by 12:which may not be enough time for my doctor's appointmentThey also have a minute window, where they can show up minutes early or minutes later than they quote youThey have no repercussions for their actions

My brother *** *** has autism and has to use call a ride to get to work We scheduled his ride for 7-10-for a 9:00am drop off They told us that they would have to pick him up a 6:32am for this ride That is almost two and a half hours to go maybe minutes awayNormally this ride takes about one hourWhen I called them back about this the first person told me that just is how it is So I asked for her supervisor The next man said that there was nothing he could doWhen I asked for his supervisor he told me first that he didn't have one then that his supervisor did not have a phone number Finally he transferred me to *** She kept trying to tell me the different rules of why a two and a half hour ride was ok I asked her to email me the rules that make this ok and she said she would That turned out to just be a way of getting off the phone because I did not give her any reason to be able to hang upI have still not received any information from her or anyone

I was involved in an incident with Bi-State on August The bus number was ***I was heading *** ** *** *** *** *** The bus was an extended busIt pulled over on Grand and StLouis Aveto drop off passengersWe were in the left handside in the left lane going pass her As soon as we got the the extended part of the bus, the driver did not check her mirrors and pulled out in front of us There was road construction in her lane that she had to avoid She forced us out of our lane into on coming trafficA truck was coming in the the opposite way He slammed on his breaks and missed us by inches I hit a pot hole which damaged my carIt damaged my alignment and the oil pan I had to have an oil pan and a new screw in the oil panThis almost accident nearly took the lives of myself, wife and child who were in the car with meI have reported the incident, the person who I spoke with said that if the bus didn't hit me, it wasn't Bi-States faultThey told me

On 5/5/I rode the Grand N bound busAs I was boarding, an elderly man was paying his fare, and was struggling to do soI stepped onto the first step of the bus, but could not move any further due to thisThe driver then said that the doors were closing, and closed the doors onto me, hitting me on both of my shouldersShe knew I was standing there, but proceeded to shut themThe next bus I boarded was 11th Chippewa bus going eastboundOn this bus, there was an elderly lady using a walker, and needed assistance with the lift to boardThe driver asked if I wanted to board through the exit door, and I felt this was inappropriate due to being against the rules of the busI did not mind waiting for the person in front of me to board

It is clear that our service changes from March 14th have negatively affected Ms. [redacted]'s commute causing her to leav for work an hour earlier than she did before our changes. I have agreed to compensate her with a free Monthly Pass for May2016.[redacted]Director Of Customer Service...

OperationsBi-State Development Agency

Good afternoon,   This email is to follow up on the Revdex.com complaint #[redacted].  An investigation was conducted and found that one of the two complaints were valid.  The complaint regarding the cancelled trip without being notified is not valid.  The phone calls were pulled and Mr....

[redacted]’s fiancé scheduled two trips for November 22nd and 24th. The trip scheduled for November 24, 2017 had been scheduled too far in advance.  The Reservation Clerk realized her mistake and called Mr. [redacted] 30 minutes later on that same day and let him know that he would have to call back the next day to schedule that trip. The second complaint regarding the Van Operator leaving when the passenger was in her view was found to be valid.  The DRD was pulled from the van as well as the phone recordings to help with the investigation.  There were performance issues that were noticed and will be address with the employees involved.   A call was made to Ms. [redacted].  We spoke with her fiancé, [redacted] on her behalf.  An apology was given and we let him know that policies that were not followed were being addressed.  He asked if a trip could be booked for her for the following day and his request was accommodated.  He seemed pleased with the outcome.   Regards,   [redacted] Customer Service Coordinator Metro Call-A-Ride Office: [redacted] Fax: [redacted]