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:08/18/2022

  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 August 17, 2022, I waited for the #18 bus nearly over an hour to bring me towards College. I called the customer service center only to find out that the bus was not coming. I had to cross over Corporate and wait for the # 18 bus, which was only one on the route to come back around from LSU. I got on the bus around 5:45 and headed towards Cortana. I then waited another hour and something for the # 54 bus. I was told that the bus arrival time is 6:20. I get off work around 4 or 4:30 and it is taking me 3 hours to get home because I have to wait for a bus that is cancelled, didn't show up for the route, and had broken down. This is a major and ongoing problem in this city. I have written letters, spoken to supervisors, and filed complaints on the brcats.com. I even sent a letter to CATS boards members. There is a dyer and critical need for accessible transportation in this. These bus drivers act as if they are giving you a ride in their personal vehicles. I am paying for service and expect better treatment than this. I have said several times before, it a bus has broken down, a supervisor or a bus mechanic needs to take over that route to ensure that passengers get to their destinations. It is unfair and unsafe to have people stand out there in the heat for 2-3 hours waiting for a bus. There is a blatant disrespect and unprofessionalism in the CATS drivers. I even observed a driver pull over and waited for someone to come out their yard to hand her some food. They abuse breaks. I have seen on numerous occasions that if a bus leaves Cortana for 7:00 PM, they leave at 7:15, 7:20 (example). When I call to complain, the customer service people tell me that the drivers have 5 minutes grace period. That's fine, but the problem with that is I have seen times when drivers have passed passengers up, including me standing steps away from the bus stop. If this were true, why don't they stop when they see you running or trying every effort to catch the bus?

  Business Response

  Date: 09/14/2022

  Good afternoon, 

  We reached out to the customer concerning the issue and explained the situation. The customer was issued a refund and a complimentary day pass for the inconvenience. Both accommodations were sent certified mail to the address listed on the compliant. 

  Sincerely, 

  **** 

  Customer Answer

  Date: 09/15/2022

  
  Complaint: 17739474
  
  I am rejecting this response because: I have not received any compliment day pass as of yet.  The last time I had received anything from CATS was in late June or July which proves my point that there is an ongoing problem with CATS' transportation.  As I have stated several times before, there is a crucial need for accessible transportation in this city. People need to get to work, such as myself, school, and just general travel.  There is a need for the buses. I pay full fare for my trips. I even got the new UMO card and put $40 on this card faithfully every two weeks to ensure I have enough to cover my trips.

  I want CATS to focus on the drivers professionalism, awareness, and respectfulness of the passengers' time, and above all, Safety. I ride the buses quite frequently and I have observed a lot of things I don't like.  For example, when I ride the #23 bus in the evening from Corporate and College going to Earl K. Long, there is an old black man that get the bus and just annoys the driver by not passing his fare; he rifles through his pockets as if he were looking for his fare.  I have observed several times where an old black woman gets on the bus with either a basket or one of those rolling wheelchair and block the aisles due to her having so much stuff. I don't have problem with her handicap. This hazardous and dangerous for passengers who are trying to pass.  They could fall and injure themselves very badly, or if this bus is in a coalition and that bus catches fire, people won't be able to get off that bus.  I also understand that CATS provides a paratransit service. Well, in this case, CATS need to encourage people who are handicap, especially if they are going to be traveling with excess bags and baskets to use paratransit.

  It's going to be getting cold soon and I don't want to have to wait two and three hours for a bus. This may be impossible, and I do understand, but for example if a route has been cancelled, there needs to be someone from CATS telling passengers along that cancelled route that the bus isn't coming or maybe catch another bus route to the terminal.

  
  Sincerely,
  
  ******* ***** **