Complaints

This profile includes complaints for Metropolitan Atlanta Rapid Transit Authority's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Metropolitan Atlanta Rapid Transit Authority

  2424 Piedmont Rd NE Atlanta, GA 30324

• 

  Metropolitan Atlanta Rapid Transit Authority

  1484 Dekalb Ave Ne Atlanta, GA 30307-2123

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:07/23/2024

  Type:Product 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.

  Despite calls to MARTA **************** and visiting the ********************** **************** Desk at *********************************************************, I have still not received a refund for MARTA cards purchased and not received at the MARTA kiosk at the ****************************************************************** location on June 19, 2024. This was brought immediately to the attention of the MARTA Station Agents on duty when the issue occurred. A MARTA Station Agent quickly revealed that there had been a problem that very day with the MARTA kiosk machines not issuing the plastic Breeze cards. She indicated that a Rep came out to "fix" the problem earlier, and then stated, "Obviously the problem is still occurring". As a point of fact, the MARTA Station Agent pointed out that the Rep again returned by pointing to the Rep as he moved toward one of the MARTA kiosk machines while she and I were speaking. The MARTA Station Agent provided me with a BREEZE Card Transaction Inquiry form to fill out. Once I filled out the form, she reviewed it, signed it, and instructed me to return it to the **************** Center at ********** the following day. I returned to ********** the very next day, provided my paperwork, and was told rather rudely I might add, that I had to wait three to four weeks for a refund. I still am waiting for the refund. This experience has been extremely disappointing. I would like to know why despite the millions of tax dollars spent on renovations to the MARTA Airport Station would something as fundamental as working kiosk machines be overlooked. The greater Atlanta Community deserves better!

  Business Response

  Date: 07/25/2024

   

  I attempted to reach ****************** Thursday, 7/25/24 at 3:57 PM.  I left a voice message with my direct contact information, requesting that she return my call.  

  Thanks,

  ***********************
  MARTA
  Manager of Customer Services 

• Initial Complaint

  Date:07/15/2024

  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 have been taking the Xpress bus for about a month and have had THE WORST experiences. Not only is there a malfunction with the fare and the bus colllecting more money than what is posted, but the drivers also have a horrible habit of turning off their GPS, making it extremely difficult as a consumer to plan my trips. Additionally, I have had a bus just not show at all, this is documented through Xpress and also occurred while on the phone with customer service where they ACTIVELY watched the bus disappear from the grid. Not only did the company do nothing to help, but left me stranded in a downtown area I am unfamiliar with. This risked my safety and my confidence with the company. On a separate occasion, a driver was over an hour late and spent 10 minutes complaining to me how its not his route and he is filling in for a call off he even went as far as to tell me my job will understand, VERY unprofessional! I am extremely disappointed and will continue to push this situation because I do not think this is a good way to conduct BUSINESS for a BUSINESS crowd. I spoke to a MARTA representative today that has verified that Xpress has had NUMEROUS complaints about over charging and glitches regarding fare and rates for almost a year+ now, i am asking for a reimbursement of my funds that have been overcharged along with some sort of call or reconciliation on why the drivers do not utilize their GPS as required for app purposes.

  Business Response

  Date: 07/19/2024

  I spoke with ******************** 7/19/24.  She feels she has been overcharged for the past month or so and is requesting a refund of $60.  I advised that I will do some research on our end and follow back up with her on Monday afternoon (7/22/24), to which she agreed.  

  ***********************,

  MARTA Customer Service

• Initial Complaint

  Date:06/30/2024

  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.

  Bus nbr 856 and 865 are never on time and more than often never show up!!! As a result I get points taken from being late which can result in my termination at my company GOODWILL. I have filed complaints with MARTA numerous times to have the route monitored which to no avail. Not only that, at the ************************ the buses park in the wrong parking spaces causing passengers to get on the wrong bus. Also having the bus say out of service when its in service causing the passenger not to know which bus they are on! I dont want excuses about the contruction of 5 points and other locations, because its been this way for years and I am sick of it!!! As a result I had to beg for rides, hike or use uber or lyft money I did not have so I cannot get anymore points against me at work!!!!I want my breeze card credited for $100 for the 100 times throughout the years I had this problem and money I did not have to spend for uber or lyft There are a few others that will be filing complaints that ride the same route so MARTA can expect more of the same complaints we are sick of it!!!! And we pay taxes.

  Business Response

  Date: 07/03/2024

  Good afternoon: 

  I spoke with ************** Wednesday, 7/3 at 2:30 PM.  She clarified and provided more information on the issues that she was experiencing with bus routes 856 and 865.  I advised that I would open an investigation and follow up with her once I receive a response from the garage.  ************** was in agreement. 

  Thanks,

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

• Initial Complaint

  Date:06/28/2024

  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.

   
  Complaint: 21918395
  
  I am rejecting this response because:the complaint needs to be s
  
  Sincerely,
  
  ************************* to the responsible party.

  Business Response

  Date: 07/02/2024

  Good afternoon - 

  I contacted ************ at 4:52 on 7/2/24 to advise that the bus he referenced in his complaint is not a MARTA operated bus. The Blue Circular is a shuttle that transport fans attending Braves baseball games to the ballpark, and is operated by one of our regional partners, CobbLinc.  

  ************ did not answer, but I did provide my direct contact number is case he had additional questions.  

  Thanks,

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

  Manager, Customer Services

  Business Response

  Date: 07/08/2024

   

  I spoke with ************ Monday, July 8, 2024, at 12:36 PM.  I reiterated that the Blue Circular bus that he referred to in his complaint is not operated by MARTA, but by a regional service, CobbLinc.  I asked if he would like their contact information so that he could speak with them directly he declined stating, "it's over and done with, nothing we can do about it now."  He thanked me for calling and disconnected the call.  

  Respectfully,

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

  MARTA Customer Service

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

• Initial Complaint

  Date:06/14/2024

  Type:Product 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.

   
  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,
  
  *******************************

  Business Response

  Date: 06/17/2024

  A refund was completed by MARTA ******** Services on June 17, 2024 and the customer was contacted regarding the resolution to his concern.

• Initial Complaint

  Date:04/24/2024

  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.

  Was in Marta station and asked the 1st Marta employee of I could use the restroom (they have attendants that are supposed to open the door) there was a sign in front that stated it was closed but the 1st Marta representative stated it was not, so as I approached the door a young lady was coming out and the heavy door slammed shut behind her. There was a second Marta attendant standing a few feet away letting men in the men's restroom, so I said excuse me sir can you please open the bathroom door back and he immediately, loudly and rudely point to the sign and said can't you read the bathroom is closed. I then said wait a minute sir and was trying to explain what the 1st attendant said but apparently he's either had a bad day or he's so use to the drunks, mentally unstable and homeless that he wasn't trying to hear anything I was saying, he was loud talking and rude and was saying you can't read the sign the bathroom is closed, All the while loud and rude. When I asked him his name he decided to walk away but this is after all the yelling and loud talking he was doing. Since he wouldn't give his name I have photos and asked a coworker what company they came through. She stated that she came through Vector but she wasn't sure about him. I'm writing a complaint and sending it to *************** and anyone else I can forward the letter to. It was clear that this Marta employee feels he can do whatever he wants and not be held accountable. Wrong! I am sure whatever company he obtained his position through didn't hire thinking he behaves in such a loud and disrespectful manner. You could clearly tell that he assumes he can get away with it. I will write and file complaints with everyone from the director of Marta *************** to the Vice President if I have to. He will be held accountable.

  Business Response

  Date: 05/13/2024

   

  I made several attempts to reach ****************** this afternoon - Monday May13, 2024, at 9***********, and ************.  I left messages at both numbers with my direct contact information.  I will try again on 5/14/24.  

  Best regards,

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

  Manager, Customer Services

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair 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.

   
  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,
  
  *******************************. I called again a week later, and another representative told me that there are no notes on my account profile to provide this happened. Again a supervisor was to call me back. No call came. I called again on Mar 18, and was able to talk to ************. She said her supervisor would have to approve $20 being loaded onto my MARTA app account. Her limit was $5. He was to call me back on Mar 19th. He did not call. This is a lot of time and effort in order to recover the ~***** I already paid MARTA and had on the former card (which MARTA told me to destroy). I expect MARTA to load the $20 and inform me it is done.

  Business Response

  Date: 04/02/2024

  Good afternoon:

  I spoke with ********************** on 3/25/24.  I agreed to apply eight (8) trips to his ****** mobile app to cover what he believes was the remaining balance on his old ****** card.  Issue is resolved.  

   

  Regards,

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

  Manager, Customer Service