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:05/09/2025

  Type:Billing 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.

  Improper billing practices-- I am a regular client with Rabbit -- often travelling to doctors appointments, Lens Crafters and the laundry. I pay with my debit card and on rare occasion cash. I do not let my bill accumulate, paying each time I ride. Last week out of the blue I was told I owed over 30 dollars for trips not paid! I dont even know how this would happen as i ride regularly and cant imagine Rabbit would even let a bill go that far behind and still let me ride. The last straw for me was a 10 dollar bill I gave a driver to pay for a ride. The next trip the driver tried to return it to me and told me to remind him. I got offf with my laundry bags but was not given the money and I could not remember to ask. I tried to reclaim it but no on at Rabbit seemed to know anything about that lost money. Additionally tonight, I was called being told I owed 3.50 cents for a ride to the laundry today which makes no sense as I paid (without anyone giving me proof that i even owed it but needed the ride!) for the so-called balance due that came out of the blue as well as the 3.50 cents they said I didnt pay which I did pay on my ************ debit card. This seems like either highly incompetent billing of an attempt to defraud me. Which I cannot say but clearly there are massive billing issues with Rabbit Transit. I was unable to reach a supervisor to go over these concerns and despite talking to various agents with Rabbit no good answer was given to me, Please investigate these innacurracies. ******* *****

  Business Response

  Date: 05/27/2025

  Please see attached documents. 

• Initial Complaint

  Date:12/14/2024

  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.

  I am filing a formal complaint against RabbitTransit due to their lack of response to my concerns and ongoing system-wide issues with their bus services. On November 6, 2024, I emailed RabbitTransit to address serious concerns about the state of their public transportation system. To date, I have not received any response or acknowledgment from their ******* my email, I outlined significant problems affecting RabbitTransits services across the entire system, including:Frequent delays: On November 6, my bus was 45 minutes late. This is part of a larger, ongoing issue that disrupts the lives of passengers throughout the system.Inadequate service hours: ************* cutoffs leave passengers stranded, particularly those who work late shifts or attend evening classes.Insufficient transfers: Late buses often cause transfer tickets to expire, forcing passengers to pay additional fares due to no fault of their own.These issues are not isolated to ********** but reflect a systemic failure to provide reliable and accessible public transportation across the entire RabbitTransit network. Many residents rely on these buses for work, school, medical appointments, and other critical needs. The current state of the system results in missed wages, disrupted schedules, and significant inconvenience.I urged RabbitTransit to address these concerns by increasing the number of buses, extending service hours, and implementing stricter guidelines to improve on-time performance. However, their lack of response demonstrates a disregard for the needs of their passengers and their responsibility as a public service provider.I respectfully request that the BBB assist in holding RabbitTransit accountable for these ongoing system-wide issues and their failure to address customer concerns. The residents who depend on their services deserve better.

  Business Response

  Date: 01/06/2025

  Please see attached. 

  Business Response

  Date: 01/07/2025

  We are thankful for Mr. **** bringing his concerns to our attention. We take all customer feedback seriously as it helps us improve our public transportation services.
  Upon receipt of your letter, we conducted a thorough search of our customer database and email systems. We were unable to locate any prior complaints or communications from Mr. **** regarding these concerns. We would welcome the opportunity to address these issues directly with Mr. **** and encourage him to contact us at *********************************************************.
  Like many public transportation agencies, we are facing significant staffing challenges. This summer, our vacancy rate reached 22%.While we have made progress in reducing this to just under 10%, we continue to struggle with recruitment and retention due to below-market wages and limited resources. According to the ************************'s report "Understanding America's Labor Shortage: The Most Impacted Industries," transportation is among the sectors most affected by labor shortages, particularly given the necessity of in-person work. Nearly 80% of staff in the transportation industry must work fully on-site, making recruitment and retention especially challenging.
  Our current staffing levels leave us with minimal flexibility to accommodate attendance issues or peak vacation periods, which directly impacts service reliability. However, there are positive developments on the horizon. The Governor has announced plans for a comprehensive transportation package, and we plan to utilize any new resources to strengthen our workforce and improve service reliability. While these potential funds would not be sufficient to expand evening and weekend services, they would help stabilize our current operations.
  We are also implementing a new fare collection system in late spring, which we believe will significantly improve the user experience.
  We encourage Mr. **** to voice his support for the transit portion of the state transportation proposal to his local state elected officials, particularly Senators ******* and ******, as their support is crucial for securing necessary funding.
  We remain committed to providing reliable, accessible public transportation to our community and would welcome the opportunity to continue this dialogue with Mr. **** directly at *********************************************************.
  Sincerely,
  Customer Service

• Initial Complaint

  Date:02/06/2024

  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.

  12-21-2023

  Wanting to charge **** for a trip that he did not take on Nov 6th to *** ***** in Williamsport.  When in fact he went to *** ***** 2 x's before that for psych evaluation and eye exam.  The actual appointment was on Oct 17th for a physical.

  (2) Made trips and never showed several times for *********** and **** *******

  (3) Lost several appointment because they were late.  Had to reschedule. 

  (4) Cancelled trips without notifying either one of us. 

  (5) Need assistant on bus, was told before trip of ***** riding with me.  Rabbit forgets to write it down when I am late for appts.

  Business Response

  Date: 02/12/2024

  It was hard to understand exactly what the Customer was seeking based on the comments written on the complaint form.
  1) *********** had a trip to Williamsport that was not MA compensable.
  2) *********** did not have any No Shows. **** had to No Shows. See attached- A
  3) Cannot confirm or deny based on information provided.
  4) *********** had two cancels in  the system, both were for trip corrections. When a trip is to be modified or "Fixed", the system notes it  as canceled and then a new trip is made.
  **** ******* had several cancels, but also had several No Shows. See attached- B  and C. The driver waited at the mail boxes.
  5)  There is  a Personal Care Attendant form on file for ***********. This means, *********** can book a trip and an attendant may ride with him for free. **** does not have a PCA form. on file.

  If this doesn't satisfy the customer. Additional information is needed.
  NOTE:
  It is important to note that the reservation restriction for *********** does not affect his MA transportation. He can still book trips to medical appointments.
  Attached is a Certification of Disability Form. If the form is completed and *********** is deemed approved for PWD. The cost for the trip can be reduced to $10.50.

  Customer Answer

  Date: 02/28/2024

  *********** was told that it was taken care of. Then he was told that he needed a medical form which was filled out by his eye doctor in November of 2023. He was also told that IMA GROUP was NOT a medical facility, when MEDICAL is in the name.  He has eye Dr appointments to keep because of the fact he is blind. *********** has no income, because he is blind. He is fighting for his disability, as we speak. This conversation was taken place on January 18th , stating that it would be reduced. But how can a person pay the money when he was also told there would be no charge because of it being medical. Then tell me ( **** *******) that there was no charge 

  Customer Answer

  Date: 03/12/2024

  Rabbit is still denying to take him to his Dr appointments. He is fighting for disability, and cannot drive because of blindness, also he has hip trouble also suffers from knee and joint trouble. Eye Dr took his privilege away because of the blindness . How is he supposed to get to appointments if they are refusing him transportation? Please advise me of what to do and who I further have to contact to get this matter straightened out. Sincerely *****

   

• Initial Complaint

  Date:01/11/2024

  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.

  I been going to the food bank ( ******* *****). September October and December there was no problem.now November and January there's is.the only day is a wednesday ad rabbit knows this but wants to deny people from going to get this much needed food.all I ask that they get on the schedule to take people to get this benefits

  Business Response

  Date: 01/19/2024

  DATE: 1/19/2024

  rabbittransit has received and reviewed the complaint.
  

  rabbittransit has encountered staffing shortages, impacting our ability to deliver all trips requested from time to time. On occasions we have stoped taking reservation and sometimes limit new trips to medical appointment only on certain days. Wednesday is our highest volume days, especially medical appointments. We value our riders and understand fully how important mobility is to them. We don’t take lightly the decision to restrict trips.

  As we continue to recruit new drivers, we hope that future restrictions are less prevalent. 
  

  rabbittransit has an approved trip prioritization policy ranking trip types in three categories: high, medium and low.
  

  High include Dialysis, radiation, medical appointment, work related trips. Medium is shopping for basic necessities (groceries, pharmacy, banking) and volunteering. Low is recreational and social trips.

  We did visit the ******* ***** website and it appears they have added Thursdays to the distribution list. We are hopeful that the Thursday time will provide the rider with access to food. Please see below. 

• Initial Complaint

  Date:03/21/2023

  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.

  I scheduled a ride for my mother-in-law to go to an appointment and I was her escort. I checked the website to make sure it was still scheduled and there were two scheduled. A one way and a two way. I only scheduled the two way so I cancelled the one way. The day of the scheduled ride the website still stated they were to come to pick us up and we called to find out why they haven't come. They said it was never scheduled. I have screenshots of the schedule on the website of her pickup and dropoff schedule. On her last pickup to go to an appointment the driver did not wait for me to buckle her in. I was trying to buckle her in while standing and he stomped on the gas. I almost fell and had to sit just to finish buckling her. Then I buckled myself while we were moving. The other person on the bus looked at us wide eyed and scared because they couldn't understand why he did it. He seemed in a hurry.

  Business Response

  Date: 04/25/2023

  Hello,

  In order to investigate this complaint we need the following additional information.

  Date of trip

  Location of trip

  Screen shots of trip in **** ** ****

  Business Response

  Date: 05/22/2023

  Good Afternoon,

  Thank you for providing this additional detail, the ********** application is funded and supported by ******* - they were aware of a "glitch" in the system where some trips did not transition to rabbittransit's CRM (Customer Record management) system. This "glitch" was addressed in a recent update and should no longer be an issue.

   

  Customer Answer

  Date: 05/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***************************-*****