We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Transit Lines

Metro Mobility

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transit Lines.

Complaints

This profile includes complaints for Metro Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Metro Mobility has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Metro Mobility

      390 Robert St N Saint Paul, MN 55101-2231

    • Metro Mobility

      390 Robert St N Saint Paul, MN 55155-1603

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2023

      Type:Product Issues
      Status:
      Answered
      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 have been using MM for the past year. It is totally ridiculous that my P.M. pick up time has been late almost every single day. My window for pick up is 5:15-5:45pm (Mon.- Fri.). If the service was on time (between that time frame) I would not be late for my appointment thats starts M-F at 6:15pm. (I work out of my home from then on),. Due to this problem of the drivers almost NEVER arriving within my tme window I have been late to this job WAY too often to no fault of my own.I realize probably no one cares since it is my job, not yours, but, seriously****.This is so un-professional I can't belive it. Also, every time I try to get ahold of anyone, all I get is voice mail without EVER getting a call back. Not to mention that this is after being on hold for literally 15 minutes. To all other riders out there considering using MM**** unless you like being late a lot, and reeceiving really shoddy custiomer service- this is the service for you. BTW, I did receive a response from my eariler complaint stating: "********************* pass along my apologies to ********************** regarding her dissatisfaction with Metro Mobility. Metro Mobility is shared-ride public transit, and has a 30-minute arrival window, so she is correct that the vast majority of her trips may arrive 15 minutes past her negotiated time." So, I am in the right, but they NEVER did anything to even try & correct this problem. SO unacceptable & just plain AWFUL; I have heard a lot of people having the same concerns; I am surprised they are still in business.

      Business Response

      Date: 08/23/2023

      Hello,

       

      Because this is an anonymous complaint, I have no way to pull ride history or complaint history to investigate.  I cannot gauge the accuracy of the reporting or even confirm the individual is a current Metro Mobility rider.

    • Initial Complaint

      Date:01/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 have had a Standing Order since May 2, 2022; to be picked up from my job between 5:15-5:45pm Mon.- Fri. (to drop me off at my home), and the *************** has never changed. Everyday from January 5, 2023 until yesterday 1/29, they have been over 15 minutes late picking me up from work (arriving at 6pm or later) with the exception of 2days within that time period where they did arrive inbetween the time window. This is SO unacceptable, I just CAN'T believe it!! Due to their lateness, I have missed several evening appointments & numerous times I had to change plans I had. I called Customer ********************** on 1/** to advise them of the problem, they put in a complaint, that only rectified the situation to 2 days that I was picked up on time. I called again today (had to leave 2 vm msgs before getting a call back) and they said they would reach out to whoever does the scheduling, bring it io their attention, blah, blah, blah.... yeah, we'll see! On top of all of this, I end up having to call their Dispatch asking where my driver is, what the eta is,etc.... and I am on hold with them literally at least 10 minutes every single time i call! I realize they are busy & I'm not the only client they have, but COME ON!!! I should not have to call every f'ing day wondering where my ride is! This is SO ridiculous, I can't believe it! I have looked at other companies for this type of service to no avail. I advise you to not use Metro Mobility unless you don't care what time you are picked up & dpopped off

      Business Response

      Date: 02/06/2023

      To Whom It May ********************* pass along my apologies to ********************** regarding her dissatisfaction with Metro Mobility.  Metro Mobility is shared-ride public transit, and has a 30-minute arrival window, so she is correct that the vast majority of her trips may arrive 15 minutes past her negotiated time.  Trips within 30 minutes are considered on time, as long as the customer reaches their appointment by any requested appointment time.  

       

      So far this year, slightly over 81% of ************************ trips have been on time.  While we contractually require that our service providers hit 90%, we do offer ***** for weather emergencies and technological equipment failures.  When we pull weather emergency days out of the calculations, her on-time performance does go above 90%.

       

      If ******************** wishes to ensure that she is home by a certain time to make an appointment, she can share the appointment time when she books her trip.  I do see that she has booked trips with appointment times several times in 2023 and has arrived at her appointment before the given time on 100% of her trips, so perhaps employing this strategy whenever applicable would lead to a more satisfactory experience.

      Thank you.

       

       

    Metro Mobility is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.