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Business Profile

Card Access Systems

Presto - A Division of Metrolinx (Toronto & Hamilton)

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Card Access Systems.

Complaints

This profile includes complaints for Presto - A Division of Metrolinx (Toronto & Hamilton)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Presto - A Division of Metrolinx (Toronto & Hamilton) has 2 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 23rd, I travelled from Toronto to Guelph on the ** using my Presto card, loaded with $30 for 2 trips that were under $15 each. As the train that day only went as far as Mount Pleasant, I had to transfer to a bus. When I got there, I could not find any tap-off machines around the platform or bus area, so I assumed I would just tap on the bus and the system would see me continue my trip. I tapped on the bus, and off when I got to Guelph. On the 25th I checked my Presto app before travelling back to Toronto, and saw they had charged me $12.62 for "failure to tap off" at Mt. Pleasant. I could not get any support via the website or phone, so I reluctantly added another $10 to cover my trip back. When I got home I emailed their support explaining what happened and requesting a refund on that fee. After a week with no response, I checked my app to see if they had refunded me, and not only had they not, but they had also wiped the additional $10 * ****** ******* ** ******* **** **** *** *********. It had shown on that day and I loaded my card with it using my phone's RFID/NFC. My bank statement shows that my $10 went to them. I emailed them again, they have once again failed to address the situation. * ** ** * **** ***** ********* ********* ********** *** ***** **** *** * *** ** ****** * ***** ****** ** **** ********** **** **** ***** *** ** **** ****. Their procedures seem unclear when there are no tap-offs around the transfer point, and almost no signage about the station, and I don't even understand why my additional $10 just disappeared from my Presto account. I've asked them to fix this but nobody replies despite an auto-reply claiming they usually have a 1-2 business day turnaround on support emails.

    • Initial Complaint

      Date:02/09/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ** train tickets doesn't have gate number or time when it will be leaving.its very confusing.please review the tickets.i purchase a ticket to go to Niagara falls from Hamilton but there.id no bus or train.there show be multiple trips but it's does show any trip time.

    • Initial Complaint

      Date:05/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a ** Bus ********* ticket. Followed route guidelines and information provided. Showed the driver my ticket to confirm. Bus was westbound not eastbound despite no signage save route number and an airplane logo. Despite driver confirming my ticket. Now I will likely run into issues and may even miss my flight. May 3rd, 2025 8:30 AM ****** * *** **** * ****

      Business Response

      Date: 28/05/2025

      Dear Valued Customer,

      Thank you for reaching out to us regarding your most recent experience on our Bus service. We sincerely apologize for any inconvenience this may have caused, and we understand how frustrating this must have been for you.


      I can assure you that ** ******* is dedicated to providing efficient transportation to ******* ******* ************* *******. Please note that our signs automatically show the route and the end destination of where it is travelling to, but if you are uncertain about a bus or its route, we always encourage our customer to ask the Bus Driver.

       Please note that ** *******  is not responsible for any costs associated with missed flights, delays or even cancellations as outlined in our Terms & Conditions.

      We value your understanding and patience in this matter.

      Sincerely,


      *******
      Customer Care
      ** ******** * ******** ** *********
      20 Bay St | Toronto | Ontario | M5J 2W3



      Rest assured, we take this incident seriously and are implementing measures to minimize the likelihood of such disruptions in the future.

      We value your understanding and patience in this matter.

      Customer Answer

      Date: 30/05/2025



      Complaint: ********



      I am rejecting this response because:

      After requesting information from a driver I was significantly delayed. **** ** ********** ** ** ***** ********* ********** ** ***** ************



      Sincerely,



      **** *******

    Presto - A Division of Metrolinx (Toronto & Hamilton) is NOT a BBB Accredited Business.

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