Metro Mobility

Hello, It appears that the person who entered the comments associated with this address did so using too many characters As a result, the most pertinent info (pick up on the alley) did not appear to drivers even though it was visable to reservations and dispatch staff I have restructured the wording so that comments BEGIN with instructions to pick up in alley, which should solve the issue I have left two voicemails with the mother of the customer explaining this resolution Thank you

Bellow is the body of the e-mail sent to the customer regarding this complaint Thank you "Thanks for taking the time to talk to me this afternoonI am sorry Metro Mobility missed your appointment time on the 14th, and even sorrier that you felt the situation was handled with a lack of empathy by driver and provider staffI have mailed a $ticket to you to reimburse your fareI also take very seriously your statement that you are sick of bad rides and are over-all dissatisfied with Metro Mobility serviceAs you may know, we hold our contractors to a very high standard by insisting that they meet on-time requirements and maximum-on-board time requirements for 95% of their ridesI should also point out that, as a shared-ride public transit provider, it is simply impossible for 100% of our trips to be on timeThat said, we try to keep the needs of our customers front-and-center by holding our providers to a standard that far exceeds the nationally-recognized best practice standard of 90%If you are not receiving that level of service, it needs to be addressed immediatelyWith that in mind I pulled records for all of your trips this yearI found that you have booked ridesOf those, failed to meet our service expectationsOn January 25th you were dropped off late for an appointmentOn March 31st you were on the bus longer than the allowable maximum on-board timeOn the 12th of April we missed your appointment time on the dropI fully understand that failings like this are three too manyI must also point out that the provider has successfully met our criteria for 98% of your trips this year, exceeding even our lofty standardsPlease note that I mailed two additional fare tickets to compensate you for the two other trips described aboveI was also able to look into your comment that Metro Mobility staff have addressed your complaints with a lack of empathy or sincerityI know that you were understandably very frustrated with being dropped off late on the 12th, but review of your call recordings shows that Metro Mobility and contractor staff treated you with patience and professionalismAll three of the people to whom you spoke on the 12th apologized, used please and thank you while investigating, and responded to your concerns accurately and quicklyI also listened to the other calls you have placed to Metro Mobility between the 12th and today, and thankfully found that you have been treated well with every callLet me apologize once more for getting you to your doctor late on April 12th, as well as for the other two failings you experienced earlier this yearThree $ride tickets are on the way to you as a reimbursementPlease feel free to contact me with any further concernsSincerely,"

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

Ok. Please notify me through the Revdex.com when you have a name and contact infor for someone at Courage Center. Thank you

I am rejecting this response because: I have called the Courage Center and am awaiting a response from them, to get the name of the appropriate person for you to talk to regarding re starting my PTI will call the Courage Center again on Monday

I have contacted the individual who wrote requesting additional information so I can investigate.  She has my direct phone number and will call back if the Customer choses to proceed.  I have not yet heard back. I have also given general reminders to all contractors to be courteous...

and prompt on the phone.I'll follow up with more information when and if I can continue the investigation.

Bellow is the body of the e-mail sent to the customer regarding this complaint.  Thank you.
 
 
"Thanks for taking the time to talk to me this afternoon. I am sorry Metro Mobility missed your appointment time on the 14th, and even sorrier that you felt the situation...

was handled with a lack of empathy by driver and provider staff. I have mailed a $4.00 ticket to you to reimburse your fare. I also take very seriously your statement that you are sick of bad rides and are over-all dissatisfied with Metro Mobility service. As you may know, we hold our contractors to a very high standard by insisting that they meet on-time requirements and maximum-on-board time requirements for 95% of their rides. I should also point out that, as a shared-ride public transit provider, it is simply impossible for 100% of our trips to be on time. That said, we try to keep the needs of our customers front-and-center by holding our providers to a standard that far exceeds the nationally-recognized best practice standard of 90%. If you are not receiving that level of service, it needs to be addressed immediately. With that in mind I pulled records for all of your trips this year. I found that you have booked 144 rides. Of those, 3 failed to meet our service expectations. On January 25th you were dropped off late for an appointment. On March 31st you were on the bus longer than the allowable maximum on-board time. On the 12th of April we missed your appointment time on the drop. I fully understand that 3 failings like this are three too many. I must also point out that the provider has successfully met our criteria for 98% of your trips this year, exceeding even our lofty standards. Please note that I mailed two additional fare tickets to compensate you for the two other trips described above. I was also able to look into your comment that Metro Mobility staff have addressed your complaints with a lack of empathy or sincerity. I know that you were understandably very frustrated with being dropped off late on the 12th, but review of your call recordings shows that Metro Mobility and contractor staff treated you with patience and professionalism. All three of the people to whom you spoke on the 12th apologized, used please and thank you while investigating, and responded to your concerns accurately and quickly. I also listened to the 13 other calls you have placed to Metro Mobility between the 12th and today, and thankfully found that you have been treated well with every call. Let me apologize once more for getting you to your doctor late on April 12th, as well as for the other two failings you experienced earlier this year. Three $4.00 ride tickets are on the way to you as a reimbursement. Please feel free to contact me with any further concerns. Sincerely,"

Thanks for taking the time to talk to me several times over the last week.  I wanted to shoot you a summary e-mail so I could copy the Revdex.com on a complaint that was also directed to me about your service.
 
Your experience over the last 2 months has not been...

acceptable.  I contacted Transit Team, your contracted provider, and have successfully expedited your standing order request with their Manager of Operations.  I am hopeful that, by allowing your trips to be scheduled on the same route daily, this will result in improved on-time performance. 
 
Your standing order goes into effect June 6th.  I also asked that Transit Team management monitor your rides between now and then to ensure no additional service failures. 
 
Thanks for letting me know about this, and thanks again for your time.  Let me know if there is anything else I can do for you. 
 
Sincerely,

Hello, It appears that the person who entered the comments associated with this address did so using too many characters.  As a result, the most pertinent info (pick up on the alley) did not appear to drivers even though it was visable to reservations and dispatch staff.  I have...

restructured the wording so that comments BEGIN with instructions to pick up in alley, which should solve the issue.  I have left two voicemails with the mother of the customer explaining this resolution.   Thank you.

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.