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Business Profile

Transportation

GO Transit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 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:26/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Sunday June 22nd I attempted to load my ****** card at the ******** Mall *** in St Catharines Ontario. The card initially had a balance of $1.41 so I loaded$5 to give me enough for my trip. * *** ** ** ** ******* ***** ** **** ** ** ********** I have the receipt showing that I loaded $5.00 into my ****** card. I got on the bus, my card wouldn't tap correctly. It said insufficient funds. I then called your customer service line for ****** and after explaining the situation for about 5 minutes. I was then transferred to Go transit customer care. Neither the ****** or go transit representative were able to help me. All they did was open a case for me. Because it wasn't loaded properly, I had the same issue trying to come home from Niagara falls to St Cath. *** *** ***** ****** ********* ******** **** * ****** ****** ** ***** *** * *** ****** *** ***** ** ** ***** June 24 I got an email from **** ***** asking me the same questions and for answers that I already provided when the case was filed. I then called their customer service line to get further help. Apparently **** wasn't available and no one else could help me. This is what I was told by the representative.

    Business Response

    Date: 02/07/2025

    Dear ******** *,

    Thank you bringing this matter to our attention. 

    The customer reached out to us directly and the issue was resolved amicably on June 26th. The customer received the requested credit and indicated their satisfaction with our response. 

    Thank you for your time.

    Kind regards,

    GO Transit, Customer Relations

    Customer Answer

    Date: 02/07/2025

     

    Better Business Bureau:



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




    Sincerely,



    ******** ********

  • Initial Complaint

    Date:31/10/2023

    Type:Billing 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.
    8am I tried to load my ****** card ending in 009. The machine T8411 that I tried to load it on is in Niagara falls on at the go station. I paid $20 on my debit card.
    It gave me an error message, saying it couldn't load my card.
    It spit out 2 receipts. One for the $20 and the other for reversal.
    I tried calling ****** but got no help at all. They say it is not their problem and to call Go transit. Called Go transit and spoke to Jesse, who said he sent it to back office. He hopes I will be corrected in a few days

    Business Response

    Date: 09/11/2023

    Dear ****** **

    Thank you for contacting us with
    the customer’s concern regarding their experience with our service on October
    31st.

    I have reviewed the $20
    transaction in question and our system indicates that it was not completed. The
    customer also stated that they received a paper receipt for the reversal of the
    attempted load of their ****** Card. I can also confirm that the customer was
    able to successfully load the card later in the day on the 31st and
    that there does not appear to be any issue with the card.

    We have made several attempts to
    contact the customer to ensure that they have no additional concerns related to
    this matter, but they have unfortunately not responded. We await their response
    should there be any further issues.

    Regarding the interactions with
    our contact centre, the customer initially called the ****** service centre to
    resolve the issue. The agents at this contact centre are not responsible for
    the resolution of issues relating to the use of the ****** within GO Transit’s
    network. However, the agent did have visibility of the transaction and advised
    the customer that they would share the concerns with GO Transit and that the
    transaction had not been completed.  This
    information was communicated appropriately.

    We have informed the customer
    that the ****** service centre can assist directly with issues relating to
    account management but that future inquiries related to missed tap off charges
    or ****** loads at ticket vending machines within our service should be
    directed to the GO Transit call centre for assistance.

    We remain committed to providing
    customers with convenient options for fare payment and would be pleased to
    assist this customer with any further issues they may encounter while
    travelling with us.

    Sincerely,

    GO Transit Customer Relations
    Metrolinx
    20 Bay Street | Toronto | Ontario
    | M5J 2W3

GO Transit is NOT a BBB Accredited Business.

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