Metro DBA Bi State Development

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Our Passenger Revenue Division has contacted Ms. [redacted] and has resolved the complaint to her satisfaction. [redacted]Director of Customer Service OperationsBi-State Development Agency

More specific information is required to investigate this complaint. We need to know the following:1. What is the scheduled time of arrival for the #16 City Limits you were trying to catch?2. The exact location of the stop you were at?3. What direction were you traveling? North or South? [redacted]...

[redacted]Bi-State Development Agency

There is not an opportunity to view video footage from the unit driven. The consumer failed to provide the exact date of the incident to investigate within the available timeframe the footage is held. Video footage is only available for approximately 72 hours of an incident before it is recorded over. We are willing to provide four 2-hour passes to the consumer. [redacted]Bi-State Development Agency

Initial Business Response /* (1000, 5, 2015/11/16) */
Mr. [redacted] is a regular rider/client of the Call-A-Ride (CAR) who regularly commutes with our service. His normally scheduled trip has him being dropped off at the Main entrance of [redacted]'s Hospital. In this instance, he chose to modify his...

drop-off location to the East Entrance of [redacted]'s Hospital. After being transported to [redacted], he called the service to confirm his return pick-up location was scheduled for the East Entrance of [redacted]'s Hospital. Unfortunately the information was not properly communicated to the driver and he was not picked up. However, He contacted the service and was rescheduled. During the conversation our error was discovered and an apology was extended and accepted. Additionally, upon discovering the error the agent removed the transportation charge from his trip and he was given a free ride home to express our regret for the mix-up.
[redacted]
Director of Operations
Metro Call-A-Ride
Response submitted by:
[redacted]
Director of Customer Service
Bi-State Development Agency

More information is required to identify the operators of the each bus. I need to know the following:*Time customer boarded each bus*Specific location of boarding*Description of each operatorMs. [redacted] claims the operator closed the doors onto her, hitting her on both shoulders. Has she...

sought or does she intend to seek medical attention?[redacted]Director of Customer Service OperationsBi-State Development Agency

In her complaint Ms. [redacted] indicates that the Call-A-Ride Van Operator arrived late on March 06, 2016. As Ms. [redacted] indicated, the van arrived at 10:00 a.m., which is 5 minutes outside of the late window. The pickup time was scheduled for 9:40 a.m. with a 15 minutes early/late window. ...

Although we do try and make all efforts to arrive on time within the 15 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 service. Looking at the ride time on the Metro Bus, she would ride minimally 105 to 115 minutes on the Metro Bus.  Ms. [redacted]’s trip on March 6, 2016 took only 63 minutes, which is better than the Metro Bus. On March 7, 2016 Ms. [redacted] called and scheduled a ride for a March 9, 2016 doctor appointment with an 11:00 a.m. appointment time. Her return time was scheduled for 12 noon, which was the only time available for this 20 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 3:18 a.m. on March 9, 2016.I spoke with Ms. [redacted] on March 11, 2016 at 10:25 a.m. in 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 90 minutes ride time.  She was still unhappy with my call and hung up the phone.[redacted]      Customer Service CoordinatorMetro Call-A-Ride