Complaints

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.

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 already filed one complaint about not getting what I pay for and buses being over 10 minutes late on multiple occasions. Was given a month's pass for free to try and make up for it. The same stuff is still happening and I'm once again made late either going to work or coming home late. Nothing has changed and since it hasn't changed I feel I deserve another pass to try and make up for it. If not and it continues to happen, which it will, your gonna have more than just one or two complaints against you. This is unacceptable, I pay 88 dollars a month for my pass, I expect rtd to hold up their end of the bargain. I don't pay to be made late, this is ********. Your drivers are lazy and don't care about customer time frames which they publish and supposedly stick too. I've missed my connecting route over and over and over again. Making my already over an hour and half trip to 2 hours which is ********. I don't appreciate having to modify my schedule because you can't stick to yours.

  Business Response

  Date: 07/22/2025

  *** has issued a complimentary ******************* to Mr. McGraw while we continue to research ongoing issues with buses arriving 5-15 minutes late. Bus Transportation ******************* is aware of the issues and addressing operators as appropriate. Our Service Planning team is also aware and reviewing schedules for possible adjustments to address issues that are outside bus operator control (traffic, construction, etc.)

  **** *****
  RTD Customer Care

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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've been paying 88 dollars a month for a bus pass. The pick up times promised by their websites and apps and call centers are always wrong and late by 10 minutes or more. Which has made me late to work and almost cost me my job on multiple occasions. I have to leave an hour early just to be on time which they still find a way to make me late. I don't pay 88 dollars a month to be made late everyday and I'm sure there's a lot of people in my boat. If you can't keep your promised times then dont post them in your apps. They don't care what happens to riders, the drivers almost always threaten to kick me off the bus when I question them on why they are late. So if I question you you will kick me off. Sounds like something a mad teenager would do. This has happened for the last year and continues to get worse. What if I loose my job because they made me late, then what? I loose my housing, my dog, my entire life because a company can't get there act together. It's progressively gotten worse. I always get met with store brand responses that are automated and never talk to an actual person because they know they are In the wrong. I don't feel safe riding the bus to begin with. I shouldn't have to be made late for everything which means standing in bad weather for extended periods of time. They aren't accredited but get a. A+ RATING??? must be written by there employees. Coming from an actual rider of over 30 years let me tell you this is getting ridiculous and I'm tired of shelling out money every month and not getting what I pay for. False advertisement comes to mind, they are the only form of transportation I can afford. I also have mental disabilities, which make driving very hard for me. It doesn't help my problems when because of the late times I am thrown into a mental state that you couldn't even fathom in your wildest dreams, which is not safe for me.

  Business Response

  Date: 06/09/2025

  Sent a response directly to the customer since additional information is needed. A copy of the response follows.

  Hi *******,

  Thank you for sharing your feedback regarding your experiences with RTD via the Better Business Bureau website. I am writing you external from the BBB site and will also post my reply there. It is not possible to have a two-way dialogue through the BBB site. I also see that you regularly submit comments about service to us via our website comment form.
  
  I am very concerned to hear of your ongoing issues with RTD. In this BBB complaint, and in multiple others, you express that *** does not care about its customers. To the contrary, we care deeply about our customers and are passionate about our service. As a quasi-government agency, *** does not focus on our bottom-line from a profit perspective. Our concern is more about being good financial stewards of taxpayer dollars and fares collected.
  
  We understand how important reliability is, especially on longer routes like the 44, which it appears you ride often. *** holds all routes to a systemwide performance standard, and buses are allowed up to a 10-minute delay before a complaint is recorded with the operator's division. This allowance accounts for common disruptions such as traffic congestion, construction, and weather, all of which are frequent along the Route 44 corridor. Unlike for rail, RTD has less control over many factors that can interfere with our bus service and on-time performance.
  
  That said, the route 44 does have one of our lower on-time performance ratings (71.5% January through April this year.) In our *** services changes on *** 25th we did implement some adjustments to the schedule of the route 44 in an attempt to address lower on-time performance. Some additional trips were added as well,increasing peak-time frequency to 30 minutes from 60 minutes. Well be monitoring the on-time performance of this route carefully (and I recognize that you have already submitted two complaints in June regarding timeliness of the route.)
  
  I am very sorry that you continue to experience problems with our on-time performance overall. This is certainly not the level of service we strive to deliver.
  
  We are unable to honor your request for a fare refund in the amount of $1,300.00.However, and given the frequency of issues you have been experiencing with our service, I am able to waive the price of your next monthly pass purchase.Please let me know how you purchase your monthly pass. I do see an RTD MyRide account under this email address, but do not see recent purchase activity.
  
  I look forward to hearing from you, and again, I apologize for the inconvenience we have caused you.
  
  Sincerely,
  
  Will
  
  **** *****
  Senior Manager,Customer Care
  Communications
  he | him | his
  o. ************
  m. ************
  ********************************************************************
  **************************

• Initial Complaint

  Date:05/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 lost my sunglasses on 05/29 on the *** bus from ************* to *******. They could be found, the day after I was in ****************. I made a *************** label send it 05/01 to *************** *** by email. I send mails and made phone calls that i would leaving on the 05/05 and would they send the parcel to me. They dropped it off in the *** box 05/02 *****. It was delivered the 05/05. At that time I was in ****** to board my plane to *****. ?Subject: Re: Lost and Found Case Clarification and Follow-Up I appreciate recognition that mailing items is not part of ***s usual process and that *** made the effort to drop off the package. However, I would like to clarify some key points:The prepaid *************** label was emailed on April 30 at 8:33 PM. While I did follow up with a phone call on May 1, I had reasonably expected that the email alone would be sufficient to prompt actionespecially given the time-sensitive nature I described.According to *** tracking, the package was not dropped off before 9:00 AM as mentioned, but rather scanned into their system at 6:15 PM on May 2. That delay of nearly 48 hours significantly reduced the chances of the item arriving before my departure on May 5.While I understand that the delivery time once in ***s hands may be questioned, ***s delay in mailing clearly contributed to the failed delivery.I took every step I could: acted immediately, provided a prepaid express label, and communicated urgency clearly. I hope *** can recognize the service gap and consider offering a gesture of goodwill, if not full reimbursement, to acknowledge the inconvenience caused. My viewpoint on ***:

  Business Response

  Date: 05/08/2025

  While there should have been ample time for *** to deliver a "next-day" delivery by Saturday, May 3, RTD sincerely understands the inconvenience you experienced and sincerely apologizes for any role we played in the delay of *** shipment. We are unable to reimburse you for the *** charge, but will be crediting two payment cards of yours used to purchase RTD fare product during your visit, for a total of $32.70. Below for BBB records is a copy of the original email we sent to you yesterday.

  Dear Mr. ******************* email to Media Relations has been forwarded to me for response. Im sorry to hear that you misplaced your glasses, and for the days-long struggle you experienced in trying to retrieve them. I personally know how incredibly frustrating this can be!
  
  For RTDs role in this, I do see there was a delay between when you sent the *** pre-paid label on April 30 at 8:33PM and when you talked with *** on May 1 to let him know that you sent a label. Mailing of found items is outside the norm for us, as most items belong to locals that physically pick them up. Our Downtown *************** is not equipped with a mailroom, so *** physically dropped your package at a *** drop-box prior to 9:00AM on Friday, May 2. I apologize for the time it took to drop your package into the care of ***.
  
  Given that the service purchased from *** was Next-Day Early, which appears to include weekends, and that the correct address for the *************** in **************** was used on the label, one must question why it took *** until May 5 at 10:31AM to deliver your package, over 72 hours after it was dropped into the care of ***.
  
  Again,Im sorry to hear about this frustrating experience, and do apologize for our delay in dropping your package into the care of ***. However, given that the package was delivered to *** well within the timeframe for a next-day early delivery to you prior to your departure from **************** on May 5, RTD is unable to reimburse you for the *** service. I do hope *** or Courtyard was able to locate your package, and that it is on its way to you now.
  
  Sincerely,
  
  Will
  
  **** *****
  Senior Manager, Customer Care
  Communications
  he | him | his
  o. ************
  m. ************
  ********************************************************************
  **************************

  Customer Answer

  Date: 05/10/2025

   
  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:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To whom this may concern, I'm a regular rider using the *** transit system, to get to and from various locations including work, doctors appointments and the occasional outing. I'm filing this in regards to the 45, the A Train and 42 bus routes, for two different time slots between 6am - 9am as well as 5pm - 7pm. Below I will separate the issues I wish to speak on. Before I begin I would like to also state that I am currently receiving care for lower back pain and fallen arches; therefore waiting for the primary bus (45) every 30 minutes that may or may not come, is not ok.Drivers for the Route 45 are unsure of where they are going and are skipping stops near my residence. *** claims this route has been detoured since last year however the drivers in question have been coming to pick me up from two different streets. On numerous occasions I have missed connections (42 and A train) to my workplace either due to driver error or poor timing. This has caused for me to have to change jobs almost on the spot, near the holidays affecting finances. This is due to my employer no longer wanting to put up with my transportation issues that were out of my control.On the A line I was approached by a scruffy bearded male with a skinny to medium build, possibly around 5'8 asking if I had sat on or near his tinfoil of either ******** or another hard street drug that I could not make out from his **************. I have NEVER encountered this before in my home city and I find it alarming that a train, with so much security going toward the airport, still has these kinds of occurrences. Security agents on the same route have also allowed certain riders without fare to ride for free, while laughing and joking with said transit officers. If this were me, I would've had to get off at the next stop.I ask for permanent changes to the routes mainly, compensation of $500 in lost wages for my final paycheck and to raise awareness for what is going on. I worked too hard for this.

  Business Response

  Date: 12/17/2024

  Thank you for reaching out to the BBB regarding your experiences with RTD. Im responding vie email to your concerns, and a copy of this reply will also be sent to the BBB.

  Regarding the Route 45, your message does not include where it is you are experiencing these issues. However, there are currently only two detours for the Route 45,so I will assume that these two are the ones in question. As of this writing,the two detours are available here: ****************************************************** and both detours are in the ****************** area. The first detour has been in place since November 2023 and the second since August 2024, both due to safety concerns with left turns at intersections without traffic lights (see images below.) Bus Operators making these turns during heavy traffic were having a very difficult time, putting themselves and our customers at risk of an accident.  The city of ****** knows about these two intersections and is working on getting traffic lights installed.  Unfortunately, it is taking a long time to complete the installation. The light at ****************** and ********* should be done first, hopefully sometime in 2025. Th other light on 56th likely wont be completed until sometime in 2026.   Because we expect both detours to be in place for quite a long time, beginning with our January ******* change we have changed the routing of the Route 45 to mirror the detours, and weve added extra time into the schedule to accommodate the route change. This will help with the timing of your connections.
  
  As for the frequency of the Route 45, it is operating on a 30-minute frequency due to current ridership on the route and the availability of connections. I have submitted your feedback to our ******************* team that handles the Route 45 for their consideration.
  
  On the A Line our Transit Security or Police Officers are onboard for safety first, fare validation second. That does not excuse an officer from appropriately validating fare, however. If you experience this again, please note the date/time/direction and train number so we can further investigate for a specific officer. While they are onboard to ensure everyones safety, they simply cannot always monitor the behavior of every passenger. Im sorry to hear of your experience with a fellow passenger that may have been under the influence. If you have not done so already, please download and install RTDs Transit Watch app. This app allows you to anonymously report security concerns in real-time to our ******************************* and they will be able to communicate with the officer onboard very quickly.
  
  RTD is a quasi-government agency created by the Colorado Legislature, funding primarily by sales and use taxes. As such, we are unable to provide compensation such as that which you are requesting. If you are currently paying out of pocket to ride RTD (versus using an employer-provided program,) I would be more than happy to send you a couple of free-ride coupons. If that is agreeable to you, please let me know your address.
  
  Thanks again for sharing your concerns. In the future you can reach out to us directly through our Customer Comment form at ******************************************************************

  Best,

  **** *****

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  *** is absolutely UNR*LIABL*. I usually took a train at 7:12am to be able to make it to work by 8:30am with time to spare. *** has chosen to work on the MOST busy line they have, the * line. Running this line at only one hour intervals while having 30 minute delay alerts and another 15min delay alert is absolutely unacceptable. It took me 2 HOURS to get to work today. The 6:39 train was way late and then also delayed another 20 mins. This caused me to be late to work. I am absolutely done with this awful operation. Something needs to improve and it needs to improve FAST. I should not have to be paying taxes for a transportation system that doesn't even work. I do not need explanation of the "schedules posted at acceptable times"...NO. The schedules are continuously changing and instead of making *** riders whole by providing better intervals or other lines then that would help, but no, they pack everyone on one train resulting in overcrowded buses and trains. It's dirty, crowded and unreliable. I rely on the *** to get to work and the * line is the only line that runs from ********* to *****. I demand a change and something needs to be done because this is beyond trashy.

  Business Response

  Date: 06/14/2024

  Dear ****,

  You are absolutely correct, our * Line is extremely unreliable right now. The change to 60 minute frequency beginning May 26 was necessary to accommodate ongoing repair of the concrete panels next to tracks along I-25. While only operating every 60 minutes, the * Line was reliable and operating on time for the first week after May 26.

  However, beginning early last week we conducted required regular inspections of track along the I-25 rail corridor. Those inspections turned up issues with track in some areas, which forced the implementation of slow-zones (10 MPH) in two sections. Because of these, travel times have become unacceptably long, up to two hours in some cases as you point out. We are working as quickly as possible to eliminate these slow zones. Work will commence next Monday, Tuesday and Wednesday nights to replace track and eliminate the largest slow zone, between **********************************. We have not yet scheduled repairs for the second, smaller section, ******** to ******************

  I sincerely apologize for, and fully understand, the serious inconvenience we are causing you and hundreds of others.

  We have created a web page specifically for the current slow-down issue, and are updating it multiple times each day: ********************************************************************.

  Sincerely,

  *******************, Senior Manager, Customer Care

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Today, for the third time in a month, I have been left stranded in freezing cold weather due to the negligence and careless of the **** I have submitted several complaints through their online apparatus to no avail and no consequence. The consequence only being my safety and well-being. This lack of safety has done a number on the mental health issues I already deal with and receive medication for. This negligence has left me worried, concerned and terrified for my safety when I try to travel home. No one at RTD cares. This coming week I will be contacting my attorney to pursue the necessary legal avenues to hold RTD accountable since clearly no one within their ranks cares to do so. This has been a continuous, chronically ignored level of endangerment and its time to get it together, I'm sacrificing myself for a transit company that chooses to willingly endanger riders.

  Business Response

  Date: 02/15/2024

  Thank you for taking the time to share your feedback with RTD. We are in receipt of five complaints from you, sent via our website between January 14, **** and February 10, ****. Three of these complaints are for the *** bus in *******. The *** is operated by the ***************, not RTD. You can reach out to the City via the *** page, ********************************************. I do see that we did not reply to you on these three complaints to let you know that RTD does not operate the ***, and we should have. I apologize that did not happen, and it will going forward.

  Regarding your experience with the route 51 on February 10, ****, RTD was dealing with some serious delays on some routes due to the weather. The bus you were waiting for was indeed very late, as it was stuck trying to get around an accident on ********. I apologize that you were inconvenienced by this, however, sometimes the weather prevents us from operating in a timely manner.

  Thank you again for sharing your feedback with us.

  *******************
  RTD Customer Care

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 5/3/2023 I went to my usual stop to catch the bus. The scheduled stop time was 938am, I arrived at about 933am. At 943am I called ************* because their Next Ride app said the bus had departed the stop, it never showed up.Customer care informed that the bus was running ***** mins late. Their Next Ride app NEVER show accurate times for arrivals of busses. This seems like a deceptive business practice or some sort of false advertising to me.

  Business Response

  Date: 05/23/2023

  Hi *****,

  I apologize that Next Ride was not displaying correct information for the bus you were trying to catch. While there are times that Next Ride is not able to display information about certain vehicles for a variety of reasons, we do find that the information we are providing is quite accurate for buses. I'm sorry that was not the case for you on this day. In the future, if this happens again, if you could screen shot the view you are looking at and email it to ** at *************************************** with the stop number, time, route, etc. so we can look into it further, we would greatly appreciate it.

  Thanks for taking the time to let ** know about your experience.

  Best,

  *******************
  RTD Customer Care

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The 16 bus heading west to Golden never came at the 6:57 am. I walked 15 minutes to get to the Oak station for bus that never came. I had to take a Lyft to work so I would not be late. RTD is unreliable and waste people's time and money. I never recommend RTD to people for going to work since it is so unreliable. I want a refund for my Lyft ride

  Business Response

  Date: 05/23/2023

  Hi ******,

  Thank you for taking the time to let us know about your experience with the route 16 on the morning of May 2. In researching this situation further, we did have a staffing issue that prevented your bus from fully completing its run, and it missed your stop. A Service Alert was emailed and posted to our website and Next Ride app at 6:26AM with a message that this trip was running very late. The next scheduled bus did arrive later. Like many companies, *** is experiencing ongoing staffing issues, and we are hiring and training as quickly as is safely possible.

  We are unable to refund your Lyft fare. However, I am happy to offer you two Day Passes to use for future travel. You are welcome to email me directly at ************************************** If you have the *** MyRide app I can credit your account immediately. I do see an account with your email address, but it has not been used since 2018. If you have not already, I do suggest signing up for *** Service Alerts via our website at *********************************************.

  I apologize for the poor service you experienced.

  Best,

  *******************
  *** Customer Care

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  It happened 03-13-2023 I was picked up at ***************************** at 3:40 pm By bus 324 going north Parkridge and Main . The lady driving the bus was very rude in a bad mood and was yelling at everyone getting on the bus . She should be fired no need for her was telling everyone how she has no time to wait foe everyone to sit so she started doing the bus as soon as people stepped in . I was felling very upset sad to be treated like trash

  Business Response

  Date: 03/20/2023

  Hi ****,

   

  Thank you for taking the time to share your experience with us. I apologize on behalf of RTD for the manner in which you were treated. We have identified the bus operator with the information you have provided, and the appropriate action has been taken. Again, I apologize for the poor experience.

   

  Best,

   

  *******************
  RTD Customer Care

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Lying to customers about train availability not keeping up to date schedules, leaving people in the freezing cold

  Business Response

  Date: 12/21/2022

  Dear **********************,

  
  RTD has published bus and rail schedules which are adjusted three times a year after public input and approval by our ***** of ************ with most industries right now, RTD is experiencing a shortage of bus and rail operators, which does mean that some trips are cancelled each day due to operator shortage. All cancellations are communicated through Service Alert emails/SMS. In addition, our Next Ride web app displays real-time updates to our schedules, including notifications of cancellations. Our real-time updates are also displayed in several third-party apps, including ****** and Transit.

  
  We recognize that these cancellations can seriously inconvenience our customers, and we are doing everything we can to hire and train operators as quickly and safely as possible. If you are not already subscribed to our Service Alert emails or text messages, we encourage you to do so at https://www.rtd-denver.com/app/alerts.

  
  I apologize for the inconvenience you are experiencing.

  
  Best,

  
  *******************
  RTD Customer Care