ComplaintsforRegional Transportation District-Denver

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** is absolutely UNR*LIABL*. I usually took a train at 7:12am to be able to make it to work by 8:30am with time to spare. *** has chosen to work on the MOST busy line they have, the * line. Running this line at only one hour intervals while having 30 minute delay alerts and another 15min delay alert is absolutely unacceptable. It took me 2 HOURS to get to work today. The 6:39 train was way late and then also delayed another 20 mins. This caused me to be late to work. I am absolutely done with this awful operation. Something needs to improve and it needs to improve FAST. I should not have to be paying taxes for a transportation system that doesn't even work. I do not need explanation of the "schedules posted at acceptable times"...NO. The schedules are continuously changing and instead of making *** riders whole by providing better intervals or other lines then that would help, but no, they pack everyone on one train resulting in overcrowded buses and trains. It's dirty, crowded and unreliable. I rely on the *** to get to work and the * line is the only line that runs from ********* to *****. I demand a change and something needs to be done because this is beyond trashy.

  Business response

  06/14/2024

  Dear ****,

  You are absolutely correct, our * Line is extremely unreliable right now. The change to 60 minute frequency beginning May 26 was necessary to accommodate ongoing repair of the concrete panels next to tracks along I-25. While only operating every 60 minutes, the * Line was reliable and operating on time for the first week after May 26.

  However, beginning early last week we conducted required regular inspections of track along the I-25 rail corridor. Those inspections turned up issues with track in some areas, which forced the implementation of slow-zones (10 MPH) in two sections. Because of these, travel times have become unacceptably long, up to two hours in some cases as you point out. We are working as quickly as possible to eliminate these slow zones. Work will commence next Monday, Tuesday and Wednesday nights to replace track and eliminate the largest slow zone, between **********************************. We have not yet scheduled repairs for the second, smaller section, ******** to ******************

  I sincerely apologize for, and fully understand, the serious inconvenience we are causing you and hundreds of others.

  We have created a web page specifically for the current slow-down issue, and are updating it multiple times each day: ********************************************************************.

  Sincerely,

  *******************, Senior Manager, Customer Care

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, for the third time in a month, I have been left stranded in freezing cold weather due to the negligence and careless of the **** I have submitted several complaints through their online apparatus to no avail and no consequence. The consequence only being my safety and well-being. This lack of safety has done a number on the mental health issues I already deal with and receive medication for. This negligence has left me worried, concerned and terrified for my safety when I try to travel home. No one at RTD cares. This coming week I will be contacting my attorney to pursue the necessary legal avenues to hold RTD accountable since clearly no one within their ranks cares to do so. This has been a continuous, chronically ignored level of endangerment and its time to get it together, I'm sacrificing myself for a transit company that chooses to willingly endanger riders.

  Business response

  02/15/2024

  Thank you for taking the time to share your feedback with RTD. We are in receipt of five complaints from you, sent via our website between January 14, **** and February 10, ****. Three of these complaints are for the *** bus in *******. The *** is operated by the ***************, not RTD. You can reach out to the City via the *** page, ********************************************. I do see that we did not reply to you on these three complaints to let you know that RTD does not operate the ***, and we should have. I apologize that did not happen, and it will going forward.

  Regarding your experience with the route 51 on February 10, ****, RTD was dealing with some serious delays on some routes due to the weather. The bus you were waiting for was indeed very late, as it was stuck trying to get around an accident on ********. I apologize that you were inconvenienced by this, however, sometimes the weather prevents us from operating in a timely manner.

  Thank you again for sharing your feedback with us.

  *******************
  RTD Customer Care

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/3/2023 I went to my usual stop to catch the bus. The scheduled stop time was 938am, I arrived at about 933am. At 943am I called ************* because their Next Ride app said the bus had departed the stop, it never showed up.Customer care informed that the bus was running ***** mins late. Their Next Ride app NEVER show accurate times for arrivals of busses. This seems like a deceptive business practice or some sort of false advertising to me.

  Business response

  05/23/2023

  Hi *****,

  I apologize that Next Ride was not displaying correct information for the bus you were trying to catch. While there are times that Next Ride is not able to display information about certain vehicles for a variety of reasons, we do find that the information we are providing is quite accurate for buses. I'm sorry that was not the case for you on this day. In the future, if this happens again, if you could screen shot the view you are looking at and email it to ** at *************************************** with the stop number, time, route, etc. so we can look into it further, we would greatly appreciate it.

  Thanks for taking the time to let ** know about your experience.

  Best,

  *******************
  RTD Customer Care

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The 16 bus heading west to Golden never came at the 6:57 am. I walked 15 minutes to get to the Oak station for bus that never came. I had to take a Lyft to work so I would not be late. RTD is unreliable and waste people's time and money. I never recommend RTD to people for going to work since it is so unreliable. I want a refund for my Lyft ride

  Business response

  05/23/2023

  Hi ******,

  Thank you for taking the time to let us know about your experience with the route 16 on the morning of May 2. In researching this situation further, we did have a staffing issue that prevented your bus from fully completing its run, and it missed your stop. A Service Alert was emailed and posted to our website and Next Ride app at 6:26AM with a message that this trip was running very late. The next scheduled bus did arrive later. Like many companies, *** is experiencing ongoing staffing issues, and we are hiring and training as quickly as is safely possible.

  We are unable to refund your Lyft fare. However, I am happy to offer you two Day Passes to use for future travel. You are welcome to email me directly at ************************************** If you have the *** MyRide app I can credit your account immediately. I do see an account with your email address, but it has not been used since 2018. If you have not already, I do suggest signing up for *** Service Alerts via our website at *********************************************.

  I apologize for the poor service you experienced.

  Best,

  *******************
  *** Customer Care

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It happened 03-13-2023 I was picked up at ***************************** at 3:40 pm By bus 324 going north Parkridge and Main . The lady driving the bus was very rude in a bad mood and was yelling at everyone getting on the bus . She should be fired no need for her was telling everyone how she has no time to wait foe everyone to sit so she started doing the bus as soon as people stepped in . I was felling very upset sad to be treated like trash

  Business response

  03/20/2023

  Hi ****,

   

  Thank you for taking the time to share your experience with us. I apologize on behalf of RTD for the manner in which you were treated. We have identified the bus operator with the information you have provided, and the appropriate action has been taken. Again, I apologize for the poor experience.

   

  Best,

   

  *******************
  RTD Customer Care

  
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lying to customers about train availability not keeping up to date schedules, leaving people in the freezing cold

  Business response

  12/21/2022

  Dear **********************,

  
  RTD has published bus and rail schedules which are adjusted three times a year after public input and approval by our ***** of ************ with most industries right now, RTD is experiencing a shortage of bus and rail operators, which does mean that some trips are cancelled each day due to operator shortage. All cancellations are communicated through Service Alert emails/SMS. In addition, our Next Ride web app displays real-time updates to our schedules, including notifications of cancellations. Our real-time updates are also displayed in several third-party apps, including ****** and Transit.

  
  We recognize that these cancellations can seriously inconvenience our customers, and we are doing everything we can to hire and train operators as quickly and safely as possible. If you are not already subscribed to our Service Alert emails or text messages, we encourage you to do so at https://www.rtd-denver.com/app/alerts.

  
  I apologize for the inconvenience you are experiencing.

  
  Best,

  
  *******************
  RTD Customer Care

• Initial Complaint

  01/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a disabled firefighter. Been disabled for almost ten years. I dont need a wheel chair or unmobilized. I instead use a electric scooter to get around. It does look like a bike. However, it is electric and weighs 75 pounds. I cant pick up this bike and carry it on the trains via stairs. So I go to the handicap access ramp. Not because I want to be difficult. Because I need access to the ramps. Permitted by a medical staff. That is all documented. Despite having all the paperwork to show. I still get harassed and even denied access to the train all together. One conductors exact words, I will not allow you onboard with that bike on the access ramp. you dont look disabled to me. I begged and begged. I pleaded, told the guy I have a disability. He just ended up driving right on by with no care in the world. Their website states, We are dedicated to providing fully accessible bus and rail services for all members of the disabled community. This is NOT true!!

  Business response

  01/25/2022

  Thank you for bringing this matter to RTD's attention.

   

  *************************, RTD's ADA ******** will be contacting the complainant via telephone to discuss this matter in greater detail.

   

  Sincerely,

   

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

  Senior ******** Customer Care

  Customer response

  02/03/2022

  Ohhhh. Thats from the denver ******** Yeah. Everything has been resolved

*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. ↩