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:10/07/2023

  Type:Customer Service 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.

  **************** at the ********************** is virtually non-existent. I've made multiple attempts to address the issue of my stolen fare, but to my frustration, they have all been in vain. I even had two conversations with **************, whose contact number is ************, and despite my efforts, he never returned my calls or successfully resolved my problem. The subpar customer service and malfunctioning machinery have severely impacted my ability to enjoy the amenities of my own city. I would like this addressed and I would like for my issues to be made whole!

  Business Response

  Date: 10/18/2023

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

  This issue was given to me to handle, and when I last made an inquiry credit had been applied to your account.  I apologize if I missed something.  Please advise what additional credit is due to you so that I can look into it on Thursday morning.  I will give you a call by the afternoon of 10/19.  Again, I apologize for any misstep on my part, but want to resolve it tomorrow.  I look forward to speaking with you. 

   

  Thanks,

  ******

  ************  

• Initial Complaint

  Date:09/20/2023

  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.

  I'm a resident of Atlanta area. I'm moving a lot 8 years ago. Never have I met such cruel people in my liyeah interpretation of customer service. Is all out of watch 250 to get on a Marta bus by the dollar to get dropped off at the next 2 sdoes? Your bus drivers really had a right to do that.. During the pandemic, I didn't receive a stimulus check. Nor did I receive an appointment but upon arrival in Atlanta. I worked I worked my a** off to know that I can't get no assistance. In the middle of a 100 degree, weather from one bus stop to the next is uncalled for and they wonder why people die and they freeze in analysis and rather be homeless. Rather than ask for help. I'm my only child I love both of my parents over 20 years ago, I'm 45 years old. I'm a strong will able body individual person but if I ask for help. Why can't I help ******? I mean? I got all this money and you're still can't help. Nobody get anywhere very alone this for a *****. I'll got with this train ride and bus system. You're got to do better if a person can't get to work. How are they supposed to make ends me? If a person can get from point a to b who's on the *** finals. You see these people everyday. ********************* and these buses, but 1 day they don't have it. You're not there to help, ******. Does a 1/2 weekly promo for their reliable customers? And none of that s*** I mean, if they felt like that. Don't you think we deserve bogos? Some people pay a hundred dollars a week to get to working back and as far as this passenger's pants are the *****, I think your driver should have some kind of money out of their check involved towards paying for also Because they are the ones who's drivinot the passengers. We can't control the gears only the driver can. So why is it coming out of a pocket? I interested in being raised?Marta marta ya can be boycotyeah I'll can be strike against. We as a lunarist can and we'll do that. Walk back-and-forth to work data before we could do it again. Guess what you're not be made in example. Show appreciation cause you are not. Confirmation is a part of understand it and what's understood doesn't have to be at screen

  Business Response

  Date: 09/26/2023

  Hi ****************,

  I attempted to reach you by phone yesterday and again today but received your voicemail both times.  I would very much like to hear your concerns and attempt to resolve them.  I will also email you at the address provided.   Please return my call at ************ or respond to my email.  I look forward to hearing from you.  

  Best regards,

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

  Manager, Customer Services

• Initial Complaint

  Date:09/10/2023

  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.

   
  Complaint: 20580978
  
  I am rejecting this response because:

  I would like a full refund for 7 day pass or a ticket with trips that would suffice for a refund. A refund is absolutely necessary because MARTA is consistently not fully operational forcing me to spend my savings on taxi rides and/or Lyft or Uber when I should have been able to catch the scheduled bus ride, only to find last minute cancellations and no shows.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/18/2023

  I attempted to reach ************** by phone and received his voicemail.  I left a message with my direct contact number, but still waiting on his return call.  I will attempt to reach him again by phone as well as email.  

  Thanks,

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

  Manager, Customer Services

  Business Response

  Date: 09/26/2023

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

  I attempted to call you yesterday (9/25/23) and sent another email to that we can discuss your concerns.  In order for me to consider any restitution I need to speak with you so that I can have a full understanding of your concerns.  Please return my call at ************.  Thank you.

  Regards,

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

  Manager, Customer Services

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20580978
  
  I am rejecting this response because:
  

  I am not satisfied with a phone call. My concerns don't need to be discussed over. They need to be addressed with action instead of this out-dated approach to solutions. I'm simply asking to be reimbursed with a breeze ticket. It can't be that hard for me to show up to Marta HQ and receive the one way reimbursement ticket. I'm not going to keep discussing what can be seen everyday on Marta buses. I'm just going to file another complaint, as I'm sure there will be more "driver call-outs" and buses missing the schedule that will leave me stranded which is putting me in debt paying for expensive UBER/LYFT rides to get home. I know it happens sometimes, and I understand the staffing struggles that lead to this. But I need you to understand your customers as well. That is a more proper approach to solutions, working together. 

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  Type:Order 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.

  Job abandonment! The scheduled 8:25am 193 was a no show. MARTA SUCKS! I.E. not responsible, responsive, regular, or right. When you have to be there, dont rely on MARTA.You suck! I have been riding MARTA since ****. The complaints are piling up

  Business Response

  Date: 07/17/2023

   

  Good afternoon ********************,

  Thank you for taking the time to speak with me this afternoon regarding the service issues with MARTA bus Route 193.  I apologize for the inconvenience caused when the bus did not arrive as scheduled, and as I mentioned during our conversation, I will reach out to the management of the garage that the bus runs out of to determine why this particular route does not always run as scheduled.  I will follow up with you with any information that will resolve your concerns.

  Thanks again, and I look forward to speaking with you soon.  

  Best regards,

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

  Manager, Customer Services

   

   

   

   

   

   

• Initial Complaint

  Date:06/12/2023

  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.

  Bus Drivers, Marta Police And The Help Attendants Are RUDE! THEY'RE RUDE AS F*CK! The Buses Are Never On time the 89 route is always 15 minutes late every day and we still have to pay for the ride .. Marta is a rip off! People have to be to places promptly and the drivers don't care they stop the bus when they feel like it , refusing riders with proper explorations it's just a s*** show

  Business Response

  Date: 06/21/2023

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

  Thank you for taking the time to speak with me last week regarding your experience as a MARTA customer.  We are committed to providing a quality experience for our customers and apologize that your recent experiences do not reflect that.  We continue to work toward improving the customer experience and expect that you will see positive changes soon.  I will also reach out to bus operations regarding the #** bus tardy arrivals.  We understand that our customers depend on us for dependable, reliable transportation, and I will forward your concern to the appropriate area for review.  

  Thank you for being a valued MARTA customer!

  Respectfully,

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

  Manager of Customer Services

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  Dear Marta,I hope this message finds you well. I wanted to reach out to you to express my disappointment with the service I have received from Marta. I have had terrible experiences with rude employees, confusing systems, and even having a machine take my money without dispensing a card. I must say that riding Marta has been the worst experience ever.I understand that things can go wrong from time to time, but the level of service I have received has been unacceptable more times than I can count at this point. As a paying customer, I expect to be treated respectfully and courteously. Unfortunately, that has not been the case. Transfers do not apply to all busses and trains that accept Marta Breeze Cards unless you have the physical card. If you are using the App, you are not able to use your transfers. I've had to pay double fare 4 times because of this. I would appreciate it if you could look into this matter and take the necessary steps to make things write with me, and to ensure this does not happen to anyone else. I believe that Marta has the potential to be a great service, but things need to change for that to happen.Thank you for taking the time to read my message, and I hope to hear back from you soon.Sincerely,The *******

  Business Response

  Date: 06/16/2023

   

  Hello ***************, 
  
  Thank you for reaching out to MARTA and taking the time to speak with me about your concerns. We sincerely apologize for the inconveniences you have experienced recently when traveling with us. It is never our intent to impact our customers negatively. Providing exceptional customer service is a top priority for the MARTA Authority and we are taking strict action against issues that negatively impact our customer's commute and experience. 

  As for the ************* 2.0 App, we apologize for any misinformation or the lack thereof.   Unlike the physical Breeze Card, the app is only available for use on MARTA only fares at this time.  We are working with our other ***************** to integrate the app on their systems as well; however, at this time, there is no tentative date available on when that will occur.
  

  We would like the opportunity to rectify the fares that you paid for and did not receive.  At your earliest convenience, please contact us here at the *********************** so that a courtesy compensation request can be submitted on your behalf.To contact the ***********************, please call **************. Simply provide reference #****** upon your call into the center and a Representative will be able to assist you further with processing this request. Again ***************, we apologize for the inconveniences you have experienced as we can understand how all of these issues contributed to a frustrating experience.However, we are working as diligently as possible to resolve issues such as these for the sake of our patrons. 
  
  We hope to hear from you soon.Thank you for allowing the MARTA **************** team to assist you.
  
  Best Regards, 

   

• Initial Complaint

  Date:05/25/2023

  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.

  On May 15, 2023, I arrived to the ********************* around 9:07 a.m., I had to purchase a new breeze card, and add a few trips for the week. I deposited a total of $17 cash. The machine I used was TVM10203. After about 3 minutes I seen that the machine was still loading to dispense my card. It was still displaying a loading sign, I then grew frantic because the train heading eastbound was coming. I began to look for station employees and not one was in site. I spoke with a man who had a MARTA uniform on but he said he couldn't do anything. I picked up the HELP phone which did not work. After still waiting the machine used went directly back to the main screen without dispensing a card or receipt. After missing 2 eastbound trains I had no choice but to take a $20 Uber. While in the Uber I was able to speak to a MARTA customer service rep, she told me to download BREEZE mobile. She gave me a ticket number of ****** stating it would be credited in **** business days if not sooner but will contact me beforehand. So 5/22 I called in and they said they didn't see any errors on the machine, so they won't be refunding me, I asked for them to run the cameras back so they can clearly see the machine gave me nothing after paying. She said they do not look at cameras. This is really upsetting, they allow the machines to take my money, and don't exhaust all their options to resolve the issue. And being I had to reach back out to them, because they had the wrong number on file initially.

  Business Response

  Date: 05/31/2023

  On May 31, 2023, at 9:55 a.m. - Spoke directly with customer and apologized for the inconvenience. We came to a satisfactory resolution with the customer regarding this issue.  Thank you.

• Initial Complaint

  Date:12/29/2022

  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.

  Why is it that MARTA Gold Line trains always a problem on Southbound train to *****************? Every time there has to be a delay due to a train being there for far too long with the other trains to stop in between Lenox and Lindbergh.

  Business Response

  Date: 01/06/2023

  We sincerely apologize to the customer for his experiences with delayed southbound Gold Line trains in the evening. We contacted the customer via phone on Tuesday, January 3, 2023 at 1:38 p.m. to gather additional details about his experience in order to appropriately forward his feedback and address his concerns.
  The customer provided additional information about his experiences with boarding southbound Gold Line trains from ***************** after 9 p.m., the delays that he experiences with the train often holding between Lenox and **************** stations and the impact that this has on his transfer to the East/West line and his overall daily commute. 
  We apologized to the customer for the inconveniences he has experienced due to evening southbound Gold Line delays. We explained to the customer that on most evenings, the southbound Red Line train's terminal is ****************, and trains must be cleared of passengers before entering into the Lindbergh Pocket for northbound dispatches. We communicated the importance of the southbound Red Line train servicing the platform before the southbound Gold Line train at Lindbergh for better transfers. We also explained to the customer that single tracking as a result of track maintenance may cause trains to hold longer on platforms in restricted areas and may also cause minor service delays. We advised the customer to be mindful that several evenings out of the week trains operate on modified schedules and the normal connection times may not be aligned, and that weekday special rail schedules can be viewed before his evening commute (MARTA On the Go app and the MARTA website). We also explained that sometimes other factors, such as police activity, passenger intercoms, etc., may cause minor delays in rail service but still prevent connections at Five Points. We advised that asking the westbound Blue Line train to hold at Five Points for delayed North/ South trains may cause additional delays along the line and prevent those customers on board from making connections to regional transit. 
  The customer's feedback regarding his experiences has been forwarded to our Rail Operations team for review so that service and scheduling improvements can be made in the future. The reference number for his report in our *********************** is ******. We recommend that the customer contact **********************'s *********************** at ************** [select menu options 1,3,3] on weekdays between 8 a.m. - 5 p.m. if he has additional feedback, as this allows us to make improvements to our service.
  

• Initial Complaint

  Date:12/22/2022

  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.

  On multiple occasions the buses have ran behind ***** minutes to even 2 hours late. In the morning time standing outside in 20 degrees , 30 degrees weather with two small children the bus drivers literally take their time. Making people late for work and school. Theyre already at work so it doesnt make any difference to them. Ive had to take ubers several times after paying Marta fare because I didnt want my children to freeze all because you can see on the tracker how late they are. The updates the provide on the system arent accurate and Im asking that something be done.

  Business Response

  Date: 01/06/2023

  We sincerely apologize for the inconvenience that this customer has experienced with delayed buses and inaccurate bus tracking on the MARTA On the Go app. We understand the importance of providing timely and reliable service to our customers, along with accurate service updates, and we'd like to forward this customer's experience to the appropriate departments so that improvements can be made. Unfortunately, the customer's original complaint does not provide enough information for us to investigate these incidents.

  We've attempted to contact the customer via the provided phone number on Tuesday, January 3, 2023 at 1:30 p.m. and Wednesday, January 4, 2023 at 1:25 p.m. We left voice messages requesting that the customer return our call to **********************'s *********************** so that we can gather additional details about their experience and address their concerns. We also sent an email to the customer on Wednesday, January 4, 2023 at 3:21 p.m. requesting a return call or email correspondence to provide additional information in regard to their complaint, including their boarding location and travel direction, as well as any specific dates/times that they've had these experiences.

  We ask that the customer contact **********************'s *********************** at ************** [select menu options 1,3,3] on weekdays between 8 a.m. - 5 p.m., and provide reference number ****** so that we can further assist them. 

• Initial Complaint

  Date:11/17/2022

  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.

  The MARTA transit system needs MAJOR upgrades. First off, trains sitting in between stations for a VERY long time, especially the Gold Line heading to *****************. Second off, at night, when the train has left a station, I have to wait ***** minutes for the next train. That's stupid because it should be running every **** minutes. I'm fed up with being late to everywhere I go because of the MARTA Gold and Blue Line trains. Also they DO NOT follow the bus schedules at all. They don't have any scheduled trains that work with the Gwinnett County Transit System and the CobbLink Transit System. Things have GOT to change.

  Business Response

  Date: 11/21/2022

  We apologize for any inconvenience that you may have experienced due to MARTAs service.  We will attempt to address some of your general concerns; however, without specific details regarding the various incidents that you have experienced we will not be able to investigate or respond to these concerns. 

  The trains will usually hold outside a station if it is unsafe for it to proceed into the station, such as keeping a safe distance between trains.  In some incidents, after 9:00pm, a train may be held while the train that was ahead of it at the ***************** enters a pocket track to turn around to return northbound.  Without the date and time for the incident(s)you experienced, we are unable to determine the reason(s) for the train holding outside the *****************.

  On the Gold Line, the trains are currently scheduled to run approximately every 15 to 20 minutes apart.  Unfortunately, the current schedule is driven by budgetary and resource restrictions.
  Additional information is needed to investigate any rail or bus delays. We do suggest that you go to our website, www.itsmarta.com to sign up for our service alerts, so if there are any delays you will be notified.

  The residents of Gwinnett and **** County have not voted in favor of becoming a part of the MARTA system.  These regional partners work as individual entities and we do not have any control of their current bus schedules. MARTA prioritizes the connectivity of MARTAs bus and trains.   

  We recommend that if you should experience any service delays in the future that you contact our *********************** at ************************************ or by calling ************** and provide details regarding the incident so we can properly investigate and address your concern.  We appreciate any customer feedback, because it provides the welcomed opportunity to improve our service. 
  

  We appreciate you being a MARTA customer!