San Joaquin County RTD

RTD strives to be the transportation service of choice for the residents we serve, so we value the opportunities to respond to the concerns of our customersRTD provides fifteen (15) General Public (GP) Dial-A-Ride trips
dailyThese trips are scheduled on a first-come, first-serve basis which can be scheduled up to seven (7) days in advanceThe pick up window for GP Dial-A-Ride provides that we arrive up to twenty (20) minutes before or twenty (20) minutes after the scheduled pick up timeTo illustrate this example, if a customer schedules and reserves a trip with an 8:AM pick up time, we can arrive as early as 7:AM and as late as 8:AMBased on the information you provided to the Revdex.com, we looked into the call logs and related records for the weekdays in October that do not show a scheduled pickup for Mr***There are three such days before your 10/complaint was filed: 10/8, 10/16, and 10/For 10/8, the maximum limit of GP Dial-A-Ride trips was reached for that dayThe call log on the day Mr*** called to schedule and reserve trips for 10/shows the reservationist informed Mr*** that RTD had reached the fifteen (15) trip capacityRegarding 10/and 10/17, there is no record of any trips scheduled and reserved and no records of communication with Mr*** for these datesAdditionally, we researched the on-time performance records for all of the trips we completed in October for Mr***Our research showed during the month of October, Mr*** requested fifteen (15) round trips from his home to Delta College and backHis trips were performed either early (minutes before the requested pick up time) or on-time (within the requested pick up time) with the exception of one leg of a trip that arrived three (3) minutes late at Delta College on 10/where Mr*** was picked up and returned to his home in ThorntonThe late pick up that occurred on 10/was a return trip to Mr***'s home and did not result in a late arrival to Mr***'s school, Delta CollegeFor further investigation, we need the exact dates on which your service expectations were not metI would be happy to discuss this further by phone or emailI have included my contact information belowThank you, *** *** *** *** *** *** *** * ***

Customer states: The company has been on time and we have not had any issues

Review: my son uses dial-a-ride every week day.mon.-fri. he uses it to get back and forth to get to Delta college.he has been using this system for two years now.the issue we are having is that they ask people to call a week ahead for the rides and then confirm. so we do. and recently on the day the ride is scheduled they some how dont have my son in the computer,cant find his file,or he just cant get a ride that day.this is even after confirmation.and if my son misses anymore school because of having no ride he may lose his financial aid and wont be able to continue his schooling.now im not saying it happens all of the time but it has been several times in just the couple of weeks.please, something has got to be done about this service.Desired Settlement: I would like their employees to do their jobs so a situation like this doesn't happen again.

Business

Response:

RTD strives to be the transportation service of choice for the residents we serve, so we value the opportunities to respond to the concerns of our customers. RTD provides fifteen (15) General Public (GP) Dial-A-Ride trips daily. These trips are scheduled on a first-come, first-serve basis which can be scheduled up to seven (7) days in advance. The pick up window for GP Dial-A-Ride provides that we arrive up to twenty (20) minutes before or twenty (20) minutes after the scheduled pick up time. To illustrate this example, if a customer schedules and reserves a trip with an 8:00 AM pick up time, we can arrive as early as 7:40 AM and as late as 8:20 AM. Based on the information you provided to the Revdex.com, we looked into the call logs and related records for the weekdays in October that do not show a scheduled pickup for Mr. [redacted]. There are three such days before your 10/24 complaint was filed: 10/8, 10/16, and 10/17. For 10/8, the maximum limit of GP Dial-A-Ride trips was reached for that day. The call log on the day Mr. [redacted] called to schedule and reserve trips for 10/8 shows the reservationist informed Mr. [redacted] that RTD had reached the fifteen (15) trip capacity. Regarding 10/16 and 10/17, there is no record of any trips scheduled and reserved and no records of communication with Mr. [redacted] for these dates. Additionally, we researched the on-time performance records for all of the trips we completed in October for Mr. [redacted]. Our research showed during the month of October, Mr. [redacted] requested fifteen (15) round trips from his home to Delta College and back. His trips were performed either early (20 minutes before the requested pick up time) or on-time (within the requested pick up time) with the exception of one leg of a trip that arrived three (3) minutes late at Delta College on 10/15 where Mr. [redacted] was picked up and returned to his home in Thornton. The late pick up that occurred on 10/15 was a return trip to Mr. [redacted]'s home and did not result in a late arrival to Mr. [redacted]'s school, Delta College. For further investigation, we need the exact dates on which your service expectations were not met. I would be happy to discuss this further by phone or email. I have included my contact information below. Thank you, [redacted]

Consumer

Response:

Customer states: The company has been on time and we have not had any issues.