ComplaintsforRochester-Genesee Regional Trans. Authority

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******** *********. My Son **** ********* has been riding RTS Liftline since 2018. I received a letter in the mail that my sons scribed rides will be revoked due to numerous cancellations. 3 of 4 of the days were due to bad weather and my sons job was closed. The other date was due to lack of communication on RTS TRANSIT(Liftline) when they changed the scheduling and they failed to contact me and my sons transportation came early by an 1/2 hour!! I want this letter squashed... Please respond.

  Business response

  03/28/2022

  Subject: BBB Complaint ID ********

  In response to the subject complaint, Mr. ********* cancelled eight (8) of his 42 total trips (a 19% cancellation rate) in the month of January, 2022.  Four of these trips were cancelled one day in advance via the RTS Access automated system and four cancelled on the same day, as follows:

  Travel Date	Cancelled on	Time	Days in Advance	By	Excusal notification?	Policy Violation?
  1/3/2022	1/2/2022	1:06pm	1	Automated	No	Yes
  1/3/2022	1/2/2022	1:06pm	1	Automated	No	Yes
  1/4/2022	1/3/2022	2:35pm	1	Automated	No	Yes
  1/4/2022	1/3/2022	2:35pm	1	Automated	No	Yes
  1/17/2022	1/17/2022	6:13am	0	Automated	No	Yes
  1/17/2022	1/17/2022	6:14am	0	Automated	No	Yes
  1/18/2022	1/18/2022	6:53am	0	Automated	No	Yes
  1/18/2022	1/18/2022	6:54am	0	Automated	No	Yes

  In accordance with section 3.0 of the subscription policy, we will excuse unexpected situations but if RTS Access is not made aware of these situations at the time of cancellation, there is no ability to determine if there is an unexpected situation.  There is no way for RTS Access to know, unless informed by a customer, when their place of work or other destination location has been closed to weather.  RTS Access provides transportation to multiple customers daily, seven days per week. We were not informed of any unexpected situations for the above cancellations.  Further to the complaint, in the month of January there are zero (0) instances of RTS Access arriving early for any trips causing a no-show scenario.  If there were, these would have been excused automatically.

  Section 6.2(B) of the subscription policy states, "RTS Access may revoke any Subscription that is canceled 30% or more in two consecutive months. A customer cannot miss more than seven Subscription trips in one month. Seven or more missed trips in one month will be considered a consistent pattern of cancellations of any part of a Subscription. The decision to revoke a Subscription because of excessive cancellations is final."

  As Mr. *********, in the month of January, cancelled eight (8) of his subscription trips and did not notify us of his reason for cancellations in violation of the policy, his subscription service has been revoked.  **** continues to maintain eligibility with RTS Access and can call for his requested trips from one (1) to seven (7) days in advance.  This notification is not, in any way, a suspension of service, it is a revocation of subscription, which is an optional, premium service under the Americans with Disabilities Act. Mr. ********* may reapply for subscription service in 60 days.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am trying to get an answer on a claim I filed with our city bus company . On 12-27-16 while getting off the bus I fell on my face . I believe I fell because the bus driver did not lower the bus for me to get off . I was unable to get my footing .and stumbled and fell on my face . Time of day 3:15 pm..Injuries to nose, lip, rt wrist/shoulder. I scratched my eyeglass len as well . I contacted bus co..saw a doctor the next day..12-28-16 Allison called from bus co & Dave M***** ..he explained he was on vacation and would call me next week...on 1-4-17 Dave M***** called explaining he was sending NOF claim form..Received NOF claim form 1-7-17..Filled it out and returned with my bills..I did not hear from Dave until May 2021..in June he request copies of the original claim, which I sent . I have been calling with no response. I was out of town myself off and on and during the pandemic for almost 2 years .

  Business response

  10/04/2021

  Our loss prevention department spoke with the complainant this morning, 10/4/2021 prior to us receiving notice from the BBB about this complaint.  According to the results of the phone call, the complainant is satisfied that additional steps are being taken to resolve this claim.

  Customer response

  10/05/2021

  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
  
  Regards,  as long as they go thru with what we discuss . They are suppose to send a W9 for me to fill out before any payment is sent to me .
  
  ****** ********
  
  
  
  
  

  Business response

  06/28/2022

  Our Legal Department contacted Ms. ******** today, 6/28/2022 and informed her that we will be resolving her outstanding claim.  She has some paperwork to complete but was satisfied with response.

  Customer response

  06/28/2022

  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. 
  
  Regards,
  ****** ********
  
  
  
  
  

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