Septa CCT Connect

Sunday, September 4th was the second time I reserved service to go to church. I reserved a pickup time of 9:30am, but I didn't get picked up until 10:32! It was after 11am when I finally got to church. Then I had a return reservation for 1:30pm but didn't get picked up until well after 2pm! I got home after 3pm. The Sunday before was also a disaster! A better managed service is needed because the current system is LOUSY! AND...if riding the buses, trolleys, and the Market-Frsnkford line is free to me a Senior...why isn't CCT free? Get a grip on this system because it needs drastic overhauling!

I’m sitting here watching this 70 something year old woman who gets up and go to work everyday wait for a ride that was supposed to be here at the building at 12pm. Mind you it’s 2:00 pm and her ride is STILL NOT HERE. This company is f[censored] sick is this how y’all really treat y’all passengers? F[censored] sad man now this woman is stuck at work Bc NOBODY CAME TO PICK HER UP. I just called her a Lyft

I have an individual from Elwyn with special needs. He is in a program called, Life Sharing. The lady before me had him for 22 years and he had a standing order with CCT. The lady he lived with turned 90 years old and was no longer able to give the care the individual required. I was asked to take him and did. I actually had to move to get a larger apartment in order to take him. I moved literally 5 minutes away from where the individual previously lived. Septa took back his standing and I have to call in his rides for his workshop. I am only allowed by CCT to put in three days at a time and sometimes I am on hold up to an hour. I DONT UNDERSTAND why because he had a life altering change that caused his immediate move cause him to be taken off his standing order. I have called and complained about this several times getting no results. There is always an exception to every rule and this is one. If there was another transportation company I could switch to, I would. My time is valuable also and I don't have an 2 hours a week to dedicate to putting rides in that take less than 5 minutes to make. So just know riders, if you have a standing order, don't get sick and have some type of life altering problem that causes you to your address to change, because Septa will drop your order like a hot potato. It doesn't make sense, but its the SEPTA WAY!

CCT is getting very unreliable as for getting you to your appointment on time.
I had to reschedule 3 time this month for the same appt. 1st one they came hour late. 2nd one the pick me up .but had two more pick ups made me too late for that appt. 3rd they took me and came back to pick me up before I was seen by my doctor. And I m on oxygen and my tanks are only4hr.and It's putting me at risk. And the customer service is so rude. When you call to complain.

thanks to the way cct treats their passengers and leaves them stranded in the middle of nowhere when seniors depend on the ride,the fear of that happening again keeps me from using them for doctors appointments,ball games,shopping,and visiting friends.so thank you cct for keeping me in my home alone all summer !

I would love to know the names of the dispatcher +bus driver that was surposed to give us a return trip from the victory lounge at the ballpark at 5 o clock p.m. on august 4th,2017.the bus driver made no attempt to stop,park,and wait for me and my wife.we tried yelling and casing the bus down.he left us stranded.iam walker ridden and my wife is 69 years old.the dispatcher was very rude to us and ould come out.it took us over 4 hours by subway and walking to get home.my wife had a panic attack anstold us it might be over two hours before another bus driver and this week we both are sick as can be.weak and aching from this experience.my legs had to both be wrapped up in what they call ono boots because they werein such pain and very swollen from waiting and walking.the driver and dispatcher both should be fired.I hope someone checks out they time day this happened.

the cct bus system has much to learn about the way they strand people who depend on their ride back .on june 4th,I made arrangements with cct to go to citizens ball park to see a phillies game.I was to meet them on the same area for pickup at 5 o clock.the cct driver did not stop at the same spot so I tried to flag him down .he did not turn to see me and I almost got hitby a oncoming car.iam walker ridden with poor feet circurlation.the dispatcher was very nasty and told me he would send another bus driver out within 2 more hours.I had to find my own way back home.I was lost several times and it took me over 4hours to take the subway and train back home to northeast,philadelphai.they ruined my whole day and had me in foot pain all night.no one can every depend on a return trip from cct.the bus drivers do not call you on the phone if they don't see you in a highly busy area and just leave you stranded.they are rude and very undependable.retraining their manners should be required !

Review: My mother is an elder woman who is on dialysis and depends on CCT Septa Service to get her to her appointments when she schedules her time with CCT. Many times especially today the drive does not show up. When she calls to complain she is told that they were there or no one answered or they were at the apartment when she lives in a house. When she gets a good driver they know to call when they arrive or ring/knock on the door to let her know when they are outside. 9 times out of 10 she is already downstairs waiting for them to pick her up for her appointment to the dialysis center or doctor appointment. It is very hectic for her to try and find a ride to these places when the CCT driver does not show and is very incontinent. They should know that the people that use their service depend on them getting to their destinations on time. It's just not right, not right.Desired Settlement: I would for them to just be more respectful and provide a better quality service for not just my mother but all who use their service, specifically the elderly. It would be nice if she did not have to pay to ride for a week or two just for the inconvenience .

Business

Response:

Please see attached response.

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.

Regards,