ComplaintsforDes Moines Area Regional Transit Authority
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Complaint Details
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Initial Complaint
06/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
3 responses from **************** all said all I needed was my I.D. to get half-fare card renewed. When I went to DART on Mon**** I was told this wasn't accurate. To**** I went back with original Section 8 voucher, was told all that's acceptable is recertification decision letter- although when I tried to apply last year I took decision letter & was told only voucher was acceptable! Additionally, the girl was unnecessarily rude and dismissive. She also said the "grace ******* is "through July," but sign at **************** said current cards are valid through fall 2022. Each time, I took in what I'd been told was what I needed; each time required taking time off from work in the middle of a work **** ***** fare that I couldn't afford. **************** should get their facts straight- and treat customers better. I've been using DART since I moved to Des Moines in ****, & if this isn't resolved I'll have no transportation til I reach 65 in late September. I don't have time or bus fare to go to DHS or ************** but it wouldn't matter because whatever I take in I'm told it's not what they want. Note: do not contact me by phone- any contact can go to my email address.Business response
07/25/2022
First, I want to apologize to the customer for the dismissive and rude treatment. That is not the experience we want our customers to have. I have reached out via email to the customer to get some specifics on who may have helped her so I can coach this person individually, and have not yet heard back. In the interim, I have shared her message with the whole team with a reminder on what good service needs to look like.
To provide clarity, here is a link to our website and it shows what documentation we need for the program.
https://ridedart.com/reduced-fare-programs
I hope that helps and am more than happy to discuss this or any future issues with the customer.
Customer response
07/25/2022
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.
Sincerely,
Ceetee ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.