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Business Profile

Transportation

The Rapid

This business is NOT BBB Accredited.

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Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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  • Initial Complaint

    11/30/2023

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I'd like to make a complaint. This morning, 11/30/23, at approximately 7:14am, I tried to board the 24 westbound bus (bus #****), but the driver (female, black) refused to allow me entry as she was upset that yesterday, 11/29/23, I put my feet up on a seat (I informed the driver that I have a bad knee and needed to put my foot up to rest it, but she didn't care and proceeded to call the police. I'm not sure why she has a problem with as none of the other bus drivers do). Back to this morning, 11/30/23: after the bus driver refused me entry, I asked the bus driver for her name to file a complaint, but she refused to give it to me. At that point in time, I took pictures of the bus number as well as of the driver to file a complaint.

    Business response

    12/12/2023

    This customer had already emailed ** directly and we are handling this complaint with them directly.

    Customer response

    12/16/2023

     
    Complaint: 20938546

    I am rejecting this response because: in the voicemail left by the rapid, all they said was that I could ride the bus. They gave me no guarantee that I wouldn't be denied entry for the route 24 bus or that said bus driver would be disciplined. I would like a refund for what I paid for my wave card.

    Sincerely,

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

    Business response

    01/03/2024

    This has already been taken care of.

    Customer response

    01/07/2024

     
    Complaint: 20938546

    I am rejecting this response because: this matter has not been taken care of. The Rapid has not provided me any tangible guarantees that I can indeed ride the bus nor have they given me a refund for the wave card I purchased.

    Sincerely,

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

  • Initial Complaint

    07/22/2023

    Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I lost my wave card and needed to get to central. I attempted to use a debit card which I had done to get home from work the day I had lost my card - every other bus I've been on has taken my cards just fine.This bus read, "please only use one card," or something to that effect. I alerted the driver to the card reader's error, and he told me I had to get off the bus. I am currently concerned that I may lose my job with a 2 year old in the home that needs my support. I have a child!This was the fault of the card reader as I was not presenting two cards but one. This incident occured after the bus was 6 minutes late, at 8:59 on route 11. The bus d iver was extremely rude, insulting and lied about it being my fault, blatantly. He left me out in the rain because of a technical error that was outside of my own control.

    Business response

    07/24/2023

    Hello, 

    This passenger submitted the same complaint through our formal complaint system on our website, and we have addressed it directly with him through that. Thank you. 

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. ↩

BBB Rating & Accreditation

A+

This business is not BBB Accredited

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Contact Information

300 Ellsworth Ave SW

Grand Rapids, MI 49503

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(616) 456-7514

Customer Complaints Summary

2 total complaints in the last 3 years.

0 complaints closed in the last 12 months.

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