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:10/01/2023

  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 many occasions I have called foe a taxi having to wait over *********************************************************************************************** that area no driver has accepted your trip that should not be a choice and they should have to accept the trip not having people wait 15 + hours for a cab drivers on personal pho e calls during the trip making it dangerous for the passengers and other people driving drivers eating . Some drivers are brave and get very personal and disrespectful asking or talking about improper issues drugs *** marital status . I was in a cab when a driver got pulled over by a cop in lakewood he left the meter running the entire time and than proceeded to tell me that he had to use the bathroom really bad can he stop at a 711 to use the toilet even after I said no still leaving meter running I use this service regularly spending around $5000.00

  Business Response

  Date: 10/05/2023

  ******,

  We would like to resolve any issues you have with our services, but we would need specific information regarding a trip you may have taken. We have many customers who regularly call for transportation each day, not sure what you mean about a 15 hour wait or a refund. I would like to help, please let me know ************* so we can look into this.

  Thank you

• Initial Complaint

  Date:06/19/2023

  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 ordered a taxi at roughly 3:30 AM this morning on 619 2023 and I got a confirmation that my order had been placed at roughly 5 AM this morning. I called metro taxi to make sure that they received my order the gentleman that I spoke to you told me that or he verified my address in my name and the location to where I was going, which is only roughly 1.5 miles away from here. The only reason why I called a taxi is because Ive been having knee issues and Im not able to walk a long distance, so therefore I needed a taxi, the gentleman told me that my order was in and a taxi would be here to pick me up at 6:20 AM this morning at 6:25 AM this morning. There was no metro taxi when I called back I spoke to a female who told me that there were no taxis in the area and she would call me when one was available and I told her no I said *** ordered this since 3:30 AM this morning and I called at 5 AM to verify that the order has been placed and so therefore I should have a taxi here waiting for me or I shouldve already had a taxi here at 6:20 AM . She apologized and she said that its not based on the order its based on availability of the taxi driver and if there are any in the area, I have already been informed that if Im late for work I will be terminated. I am in training. This is my second week of training and I cannot be late for work and now Im late for work and I am going to be terminated. I am very Im highly upset because I planned this in advance and nobody told me when I called at 5 AM that there were not gonna be any taxis in my area and these people have you know some major major issues with communication with their other drivers or whatever the situation is, but somebody needs to do something about this and somebody needs to call me back from metro taxi today .

  Business Response

  Date: 07/12/2023

  We did verify that the customer ordered a taxi for the morning of 6/19/23. We were not able to have someone there at the requested time. The customer did get picked up after the window and has ad multiple orders go through since this specific trip. We appreciate the continued business and hope they can understand that this is not an on going issue. We do whatever we can to make sure our trips *********** ASAP or at the desired pick time for the booking. We continue to add vehicles to the fleet so we can avoid this type of problem in the future.

• Initial Complaint

  Date:04/16/2023

  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.

  On Thursday, 4/13/23, I took a Metro taxi from the ************** to the ***********************. The taxi driver charged me $93.10 fare for what was supposed to be a $56 flat fee service. It was after midnight and I was alone and I did not feel safe challenging the charge.

  Business Response

  Date: 04/28/2023

  We need more information to resolve the reported issue. We were hoping to gather some information about how the customer paid for the fare. Did they use cash or card? If the transaction was finalized by card, does the customer remember if they used the device installed on the back seat of the taxi. If they are able to produce a receipt that would also be very helpful. 
  We make sure to resolve any disputes that are reported to the company. If any driver is found breaking the rules set forth by the **** we will address it immediately. Sometimes it can be difficult to find the driver given the limited information. If the customer can provide the listed information or any other details about the trip, we will correct the issue. 
  

  
  

  ************
  Operations Manager
  

  
  

   

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19941427

  I have reviewed the response made by the business in reference to complaint ID ********.
  
  I am rejecting this response because there was a request for follow-up information and I do not wish to mark this as resolved yet.

  I used a Mastercard debit card to pay and the driver had me pay using an attachment to his phone. There was no payment device available in the backseat. He did not provide a receipt. The payment posted to my bank account on 4/17/2023 from Sq ******* Metr ****** ** *** in the amount of $107.31 so there was also a tip added. 
  
  Sincerely,
  
  ***************************

   

  Business Response

  Date: 05/12/2023

  To the BBB and ***************************, 

   

  After investigating this complaint, we were unable to find the driver. Metro strives to follow all PUC rules and state requirements under our permit requirements. Unfortunately, things like this do happen but we will continue to monitor and do our best to prevent this from happening in the future.  We sent Square a request to help identify this driver but in the meantime, we will reimburse Ms.******** with the difference in fare price. 
  We apologize for the inconvenience. Would you like ** to send the check to ***************************************************************. 13820? 

   

  Regards, 

  *********************;

  Vice President/ Metro transportation

  Customer Answer

  Date: 05/16/2023

   
  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. Please send the reimbursement for the fare difference to *******************************, ********************************************************. Thank you for your time and assistance with this unfortunate matter. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 took the first cab available to me and my 4-year-old daughter at ******************** to go to the Springhill Suites on **************** on December 13, 2022, which is 3.1 miles away. Our flight was delayed, so we did not get out of the airport until around 1 am. When we arrived to the hotel the driver asked me if I was paying cash or card. When I said card he seemed annoyed. Also, the cab driver did not use the meter. He manually entered in the amount of $45, I gave a $5 tip. I thought the price seemed high, but it was late, my daughter was sleepy and I didn't feel exactly safe. I decided to contact the cab company by phone and was told the fare should have been $26 and that it would be refunded to my card within three business days. This never happened.

• Initial Complaint

  Date:05/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  May 22nd 2022 after a show at ********* at 11:34 PM the driver (#***** in car 17, plate OKL110 would not run the meter, which he is required by law, so we decided on $50. It was $24 on the way there. He then took the card from my hand and ran the CC machine with a fare of $2.60 and a tip for himself of $47.00. This is also not legal. I attempted to speak up but he made it clear I would not be riding if I made it an issue. He then drove like a maniac. This company has no infrastructure for customers to talk to anyone Incase of danger or unlawful situations such as this. They are loosing their business to ride share companies and therefore they only rely on extortion practices to stay afloat. No accountability will lead to more bad actors in this space.