Milwaukee County Transit System

Complainant reports that the Milwaukee County Transit System (MCTS), Route BlueLine  bus runs anywhere from one half hour to forty five minutes late.  Customer reports that he was waiting at the bus stop at 16th Street and...

Wisconsin for  the northbound BlueLine on 11/11/2015, and there is supposed to be a bus that arrives at6:15 p.m.or so.   He reports that it was like7:00 p.m.before it arrived.  Our investigation of the complaint dated 11/11/2015 revealed the following:The BlueLine / Block 351, is scheduled to leave 12th & Wisconsin, northbound, at6:10 p.m.The GPS revealed that the bus arrived at 12th and Wisconsin at6:15 p.m.(five minutes late) and the bus arrived at 16th & Wisconsin at6:17 p.m.   The bus operator called the Dispatcher at5:52 p.m.reporting that she was five minutes late due to boarding an ADA (wheelchair) passenger. The next BlueLine / Block 102, is scheduled to leave 12th & Wisconsin, northbound, at6:38 p.m.  The GPS revealed that the BlueLine arrived at 12th & Wisconsin at 6:41 p.m.(three minutes late) and the bus arrived at 16th & Wisconsin at6:43 p.m.The customer reported that the bus was extremely late twice last week (11/2 – 11/6/2015) and twice this week (11/9 to 11/13/15) -- The GPS revealed the following: On 11/3/2015, the BlueLine bus that was scheduled to leave 12th& Wisconsin at6:10 p.m.had a nine minute delay (arrived at6:19 p.m.) and arrived at 16th& Wisconsin at6:21 p.m.The operator contacted the Dispatcher and reported that she was late due to heavy loading and ADA (wheelchair) boarding. The next BlueLine arrived at 12th & Wisconsin at6:40 p.m.(two minutes late) and then arrived at 16th & Wisconsin at6:42 p.m.  On 11/6/2015, the BlueLine arrived at 12th & Wisconsin at6:13 p.m.(three minutes late) and the arrived at 16th & Wisconsin at6:16 p.m.   The next BlueLine bus which was scheduled to leave 12th & Wisconsin at6:38 p.m.had a thirteen minute delay and arrived at 12th & Wisconsin at6:51 p.m.and then arrived at 16th& Wisconsin at6:53 p.m.  The bus operator had called the Dispatcher reporting late due to waiting for a train crossing and also called reporting heavy loading.      If MCTS Customer Service receives a customer complaint about the rudeness of an operator, we will ask for information to help us identify the bus operator (route, date, time, location and direction of travel) and we will also ask for the details of the complaint.   When the bus operator is identified and the complaint is investigated, the station supervisor or division manager will call the operator into the station for corrective action according to the rules and regulations for bus operators. If you have any further questions, please feel free to contact me [email protected] call me at ###-###-####.Sincerely,[redacted]Office ManagerMilwaukee County Transit SystemTransportation DepartmentCustomer Service ###-###-####

Today I was on the northbound blueline from 12th st and west Wisconsin avenue and it was scheduled at 9:48pm and it came at 9:56pm. And im really getting upset about this dang route being late each night. And this transit system stucks when this is my only transportation and its hard to get a drivers license. And I want to relay on this transit system but im getting fed up when this transit system service is always late and the bus drivers/operators making lies to dispatch. I know what their doing without being on the bus (they are playing around and desiding to be late.)

Review: I am 62 year old female who depends on this system to get around. My main complaint is when the service doesn't show at all or is anywhere from one half hour to forty five minutes late. It just happened AGAIN tonite. The route I am talking about is the 55. The pick up is Packard and Grange. Twice last week and twice this week it was extremely late. Both my son and I have had to pay cab fare to get us to work on time after standing waiting for the bus to arrive. I understand traffic,bad weather etc, but we have not had that on the days I am speaking of. It is their job to notify and provide the customers with the service they pay for. Especially those who purchase weekly passes. Tonite the 55 going north should have arrived at the grange stop going north around 6:15 or so. It was like 7:00pm before it arrived. Like I said this is not the first time this has happened. While waiting for the northbound bus, three going south made their stops. Something is wrong here. The company doesn't seem to care. My son has made several complaints to them. Either with no response or one excuse after the other. I am sure they don't care since they are the only way of so many to get around. They could care less about jeopardizing ones job etc. due to poor service. Any retail business, restaurant etc. does the best they can and if they fail they have something to loose. Not this company. Cabs are far to expensive these days. Especially if you need them round trip daily. I will take this to the Mayor if I have to. I am tired of paying for a service I depend on.Desired Settlement: The main outcome I would like to see is to service all of the customers they have done this to simply by being on time, or close to it. Twenty minutes, half hour, forty five minutes to and hour, or not showing at all is unexcepable. I could send you the cost of mine and my sons cab fair, but they would tell me to go fly a kite I am sure. So I would settle for some free tickets but mostly the service I pay for to begin with when buying the weekly pass.

Business

Response:

[redacted], Per our conversation, please see attached. Additionally, we will contact Ms. [redacted] and send her some full fare tickets for her inconvenience. [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Review: I am 19 year old male who depends on this system to get around. My main complaint is when the service doesn't show at all or is anywhere from one half hour to forty five minutes late. It just happened AGAIN tonite. The route I am talking about is the Blueline. The pick up is Wisconsin ave and N 16th street. Twice last week and twice this week it was extremely late. I have had to pay cab fare to get myself to work on time after standing waiting for the bus to arrive. I understand traffic,bad weather etc, but I have not had that on the days I am speaking of. It is their job to notify and provide the customers with the service they pay for. Especially those who purchase weekly passes. Tonite the N 16th street and Wisconsin ave going north should have arrived at the Wisconsin and 12th street stop going north around 6:15 or so. It was like 7:00pm before it arrived. Like I said this is not the first time this has happened. While waiting for the northbound bus, three going south made their stops. Something is wrong here. The company doesn't seem to care. Myself has made several complaints to them. Either with no response or one excuse after the other. I am sure they don't care since they are the only way of so many to get around. They could care less about jeopardizing ones job etc. due to poor service. Any retail business, restaurant etc. does the best they can and if they fail they have something to loose. Not this company. Cabs are far to expensive these days. Especially if you need them round trip daily. I will take this to the Mayor if I have to. I am tired of paying for a service I depend on. And the bus driver’s/operator’s are always crabby and so rude.Desired Settlement: ten free bus passes.

Business

Response:

Complainant reports that the Milwaukee County Transit System (MCTS), Route BlueLine bus runs anywhere from one half hour to forty five minutes late. Customer reports that he was waiting at the bus stop at 16th Street and Wisconsin for the northbound BlueLine on 11/11/2015, and there is supposed to be a bus that arrives at6:15 p.m.or so. He reports that it was like7:00 p.m.before it arrived. Our investigation of the complaint dated 11/11/2015 revealed the following:The BlueLine / Block 351, is scheduled to leave 12th & Wisconsin, northbound, at6:10 p.m.The GPS revealed that the bus arrived at 12th and Wisconsin at6:15 p.m.(five minutes late) and the bus arrived at 16th & Wisconsin at6:17 p.m. The bus operator called the Dispatcher at5:52 p.m.reporting that she was five minutes late due to boarding an ADA (wheelchair) passenger. The next BlueLine / Block 102, is scheduled to leave 12th & Wisconsin, northbound, at6:38 p.m. The GPS revealed that the BlueLine arrived at 12th & Wisconsin at 6:41 p.m.(three minutes late) and the bus arrived at 16th & Wisconsin at6:43 p.m.The customer reported that the bus was extremely late twice last week (11/2 – 11/6/2015) and twice this week (11/9 to 11/13/15) -- The GPS revealed the following: On 11/3/2015, the BlueLine bus that was scheduled to leave 12th& Wisconsin at6:10 p.m.had a nine minute delay (arrived at6:19 p.m.) and arrived at 16th& Wisconsin at6:21 p.m.The operator contacted the Dispatcher and reported that she was late due to heavy loading and ADA (wheelchair) boarding. The next BlueLine arrived at 12th & Wisconsin at6:40 p.m.(two minutes late) and then arrived at 16th & Wisconsin at6:42 p.m. On 11/6/2015, the BlueLine arrived at 12th & Wisconsin at6:13 p.m.(three minutes late) and the arrived at 16th & Wisconsin at6:16 p.m. The next BlueLine bus which was scheduled to leave 12th & Wisconsin at6:38 p.m.had a thirteen minute delay and arrived at 12th & Wisconsin at6:51 p.m.and then arrived at 16th& Wisconsin at6:53 p.m. The bus operator had called the Dispatcher reporting late due to waiting for a train crossing and also called reporting heavy loading. If MCTS Customer Service receives a customer complaint about the rudeness of an operator, we will ask for information to help us identify the bus operator (route, date, time, location and direction of travel) and we will also ask for the details of the complaint. When the bus operator is identified and the complaint is investigated, the station supervisor or division manager will call the operator into the station for corrective action according to the rules and regulations for bus operators. If you have any further questions, please feel free to contact me [email protected] call me at ###-###-####.Sincerely,[redacted]Office ManagerMilwaukee County Transit SystemTransportation DepartmentCustomer Service ###-###-####

Consumer

Response:

Today I was on the northbound blueline from 12th st and west Wisconsin avenue and it was scheduled at 9:48pm and it came at 9:56pm. And im really getting upset about this dang route being late each night. And this transit system stucks when this is my only transportation and its hard to get a drivers license. And I want to relay on this transit system but im getting fed up when this transit system service is always late and the bus drivers/operators making lies to dispatch. I know what their doing without being on the bus (they are playing around and desiding to be late.)