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:04/08/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  At about 3:40 pm, I had an issue with a bus passing ** by with NO CLEAR REASON why as she said "There's another bus behind this one" As I called the RTC, I was put on hold for a HALF HOUR and had to go through 3 "agents" who disconnected the call! This is UNACCEPTABLE, UNPROFESSIONAL AND A JOKE! NOT a good way to treat customers and THEY want praises? This poor customer service needs to be fixed FIRST!

  Business Response

  Date: 04/08/2024

  Hello, this complaint pertains to the RTC of Southern ****** (*********), but it was sent to me here at RTC of Washoe County (****, **) at the other end of the state.  We are two completely separate government agencies.  

  Also, ******************* retired in 2019 and ********************* is the current executive director for this location.

  Thank you,
  *****************************
  RTC Washoe County

  Business Response

  Date: 04/08/2024

  We apologize for the inconvenience.  The RTC will have someone contact you directly to get additional information regarding your complaint so that we can properly investigate.

  Thank you

  Customer Answer

  Date: 04/08/2024

   
  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,
  
  **************************************

• Initial Complaint

  Date:03/28/2024

  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.

  So Ive contacted the company numerous times about a shelter at a bus stop that Ive wanted to have installed to have somewhere to sit while I wait for the bus to arrive but the company always ignores me and never responds back to me for any answer. The bus stop in question is **************************. The Stop ID: 1383

  Business Response

  Date: 04/02/2024

  Thank you for your comment.  We have entered your comment for review.  This was forwarded to the department that handles the RTC bus shelters.  Once they investigate your comment, someone will reach out to you with the results of that investigation.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21497947
  
  I am rejecting this response because: the reason I wanted to add this comment was because I seem like an embarrassment when I just stand and there. Its extremely hot and I might get sunburned if there isnt a shelter or a place to sit down to cool off or rest. All of the other stops around me have shelters but the #**** NB ********* BEFORE PEBBLE doesnt have a stop. That just doesnt really make sense to me at all.
  
  Sincerely,
  
  ********************* ********

  Business Response

  Date: 04/08/2024

  Thank you for your second question.  The RTC will have someone reach out to you in regard to the survey and walk you through the process to get your pass.  As it related to the bus stop in question, the RTC Transit Amenities team is reviewing their bus stop action plan to identify if this stop is planned for this year.

   

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  At about 4:30 pm, I was waiting for the 201B on ***************** Stop ID#****. When I checked the app, it said about ***** minutes. I went into a store to pick up a few things came back and it said about 10 minutes. When a bus DID arrive, It had a **************** sign and drove by! The app then said "38 minutes" I went to the company's website to file a comment/ complaint. Then called to find out what the deal was and was put on hold for at least a HALF HOUR then several times I had someone pick up, ask how they can help and when I asked for a supervisor or manager, I was put on hold for ANOTHER ***** minutes. They tried to explain the delay on the event traffic (SuperBowl) but COULD NOT explain why the "10 minute arrival" bus was NOT IN SERVICE and the next was close to 40 minutes! At this point, I believe they think this is a JOKE and repeatedly say "Be Flexible" when that is not always possible and we live in rural areas with an hour plus travel time from home to work! I do believe they DO NOT take this travel delay issue serious enough as many of us have families!

  Business Response

  Date: 02/14/2024

  We apologize for the inconvenience this incident caused.  We left a detailed message for the client today and will work directly with the him to investigate properly.  Thank you for bringing this to our attention.

  Customer Answer

  Date: 02/14/2024

   
  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,
  
  ************************************

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The RTC and their paratransit contractor MV Transportation continually block our property, specifically the driveway and/or double park our vehicles. This is in clear violation of NRS 484B.450, Clark County Ordinance 14.40.030 and ********* Municipal Code 11.52.130. This has caused ** to be late for work and appointments as well as stress.We have submitted numerous complaints with the RTC and MV Transportation with no resolution. They've told us that they're allowed to do this, they've laughed at us, refused to move and we've been disrespected by the drivers.Attaching a few examples. We have more photo and video evidence of the occurrences as well as audio recordings of conversations with management. Also, attaching a letter further detailing our complaint.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The week of November 13 is supposed to be Race week and the buses are detoured. My connecting bus, the Deuce, was a NO SHOW and the app was a JOKE because it was misleading and confusing to passengers not knowing where to catch the rerouted buses and then the bus 1) DID NOT know what route to take, and 2) sat somewhere off ********* for NO REASON at all! And I couldn't call because the office opens late (at about 7 or 8) and I start at 6 and was stuck MILES from work at 5am! And it didn't help because we were short staffed and I wasn't on yet to cover!

  Business Response

  Date: 11/28/2023

  The RTC left a voicemail for client on 11-14-23 to get additional information regarding the complaint.

  Customer Answer

  Date: 11/28/2023

   
  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,
  
  **************************************

• Initial Complaint

  Date:09/29/2023

  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.

  The **** is never on time and the driver just drive past me

  Business Response

  Date: 10/16/2023

  We have made contact with the customer and are working on a resolution  to their service issues.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 15th 2023 I rode the 113 ********* bus (*****) towards the *** to transfer to the 109 paradise bus. I exited the bus in the back to the *** platform proceeded walking towards my bus when I was struck with the handicap ramp that was physically let down by the security guard. No one security guard or operator checked on me nor apologized. Same day I contacted RTC via RTC website, I was given two replies, first reply was on 8/17/23 simply giving me transdevs number to file a claim, second reply was 8/23/23 apologizing saying that they were investigating what happened information would be forwarded to risk management and I could contact them directly. Anytime ************ is called it goes straight to voicemail, I have left several messages none have been returned. I called RTC 9/7/23 to get another number for Transdev or an incident number 7min on the phone just for Leannes number that goes straight to voicemail and they cant locate the complaint through customer service. I have called today, three different times 9/13,9/12,9/11,twice 9/7, 8/25, twice 8/22. I have also been ghosted by ******** corporate no reply from them since. Since ive had over 30days to let this simmer, what is rtcs policy on broken equipment and who is authorized to make alterations on the machine. I would think that the security guard would secure outside while operator tries again OR use other ramp because this is the transfer zone but injuring an innocent bystander im not sure thats in either operator or security handbook

  Customer Answer

  Date: 09/18/2023

  gmail emails with transdev corporate part one missing three screenshots.

  Customer Answer

  Date: 09/18/2023

  No reply from transdev corporate since 9/5

  Business Response

  Date: 10/03/2023

  We apologize for the late response.  This comment was forwarded to the RTC Fixed Route ************************** department who has responded to the customer.

  Thank you

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20617681
  
  I am rejecting this response because: Ive only heard from risk management once. They haven't called again. Your driver or security did not do their jobs and didn't write a report about it
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/23/2023

  No one has contacted me since *** replied. I've been waiting for video from that day. *** at risk management is not at his desk nor has he left any notes on ordering or waiting on video from RTC. 

  Customer Answer

  Date: 10/23/2023

  No one has contacted me since *** replied. I've been waiting for video from that day. *** at risk management is not at his desk nor has he left any notes on ordering or waiting on video from RTC. 

  Business Response

  Date: 11/10/2023

  The risk management department has made contact with customer. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20617681
  
  I am rejecting this response because: I haven't talked to risk management this month. 10/30 I was presented with **** to let this go I haven't heard anything back since rejecting it. Two different companies were at fault zero incident reports were filed only reason I have ANY contact with ANYBODY is because I posted this complaint. The original number I was given has yet to call me back I am speaking to a Midwest risk management office that is sparingly responding. This is an all around MESS 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/28/2023

  It appears that risk management has tried to make contact but it appears the number was not recieving calls.  We have asked the adjuster if they have made contact with customer and are waiting for response from them.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20617681
  
  I am rejecting this response because: my email ************************ still IS receiving messages. I have not received an email since end of October. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/14/2023

  The RTC has verified that  the claims department has made contact with the client.  Anything related to financial settlement, the RTC is not involved with.

  Thank you

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20617681
  
  I am rejecting this response because: who is risk management for? Bus driver or security? Two separate companies. I am being low balled by risk management when this a one of many cases of gross negligence. I am BARELY speaking with a Midwest risk management officer appointed to me by risk managements ********* Not from the original complaint nor this BBB complaint 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/21/2023

  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.

  6/20 at 220 I left my house for my 315 appointment. Bus finally came purchased one day 5$ swiped at 236 on 6th and Sahara. Got off on tam and Sahara less than a mile. To connect to 119 which was coming 250 ******* said). I got there a couple minutes before so I messaged ***** said bus will come at 3:02 and 3:04 , bus never came until 320 almost an hour standing outside appointment missed (and this was the early bus) only going a couple stops away 1.5 miles away from my house and it takes an hour plus just to get picked ** in the blazing sun no seats no shelter just concrete and cars flying by. I paid 5$ to miss my appointment by being literally down the street. 240 bus would have gotten me there by 250 still EARLY for my appointment. Not only are these appointments hard to come across but I feel like my time was wasted. Heat exhaustion is NO JOKE in *********. As I type this compliant I am on hold with RTC no one is attempting to help me at all

  Business Response

  Date: 06/28/2023

  The customer has been contacted today and advised that an investigation into the situation is underway.  In addition, the RTC will send reimbursement passes for the inconvenience.

   

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Day after day RTC does not service my stop at 7 am. I ride the cx bus daily M-F and the bus doesnt show most days. The cx route used to run every 30 minutes and after Covid it now runs every hour. So when a bus doesnt show its another hour until one does, if it does. I pay $65 a month for a bus pass that doesnt even allow me to use it half the time anyway. When bus doesnt show my options are be an hour late to work or pay Uber or Lyft. None are acceptable to me, but I have to get to work. I understand late bus or broken down bus, but not a consistent no show bus. Today is June 7, 2023 and this is 3rd day in a row of no bus. Not to mention a no show bus on way home yesterday that left me stranded for just about 2 hours waiting for a bus to get home. This is unacceptable. Other routes are every ***** minutes and if you absolutely have a problem with cx route you can easily pull a driver from one of these routes to backfill. But they choose to pull from the hour wait route. The route also used to stop at spring mountain and dropped me right off at palazzo for work. Then went to Tropicana and now to flamingo. This all affects my overall travel to work but have adapted. But not showing to pick me up at all is a slap in the face and not acceptable. I have made several complaints and nothing happens as it falls on deaf ears over at RTC

  Business Response

  Date: 06/22/2023

  The RTC has attempted to reach out to the client at ************ but the message says to give reason after the tone as the person may pick up, unfortunately there is no tone and waiting on the call does not go to voicemail.  We have escalated the concerns to the ********************* team to review the complaints received by ***************  They will work on identifying the issues that are related to this route to attempt and resolve.  We will try again next week to contact ***************

  Thank you

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20154863
  
  I am rejecting this response because:
  
  Unfortunately, this happens so often, I do not trust or believe this response. I am in fact sitting right now waiting for bust that, can you guess, did not show. I get the same response every time I report it. Summed up to mechanical difficulties every time. If I am to believe that, I guess its time to stop sending that bus on this route, as this route is one of the furthest out. In the end I rely on this service to get me to work. I buy my monthly pass and, mostly not able to use it. I usually end up having to Uber after being stranded with no service. This appears to be more of a staffing problem, than a bus issue to me. I switch to the 5:55 bus which usually gets me to work over an hour early, not preferable but usually gets me there. What I observe is the regular driver is always precisely on time, while when he is off or pulled to another route, consistently that is when the bus has mechanical issues. This is a bunch of BS, but RTC makes no attempt to fix the problem year after year. There is always another excuse and NO action taken.
  Sincerely,
  
  *********************

  Business Response

  Date: 06/26/2023

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

  We do apologize for the inconvenience related to our service.  We would like to talk to you about service.  We attempted to call you but we were not able to connect with you.  Can you let us know what a good time and number is to call you to discuss?

  Thank you

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20154863
  
  I receive your call, but it shows up as missed. It is being blocked by spam on my phone and even though I have marked it allowed, it still doesnt ring. You are welcome to email me as well ************************. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/17/2023

  We were able to make contact with customer via email and are working directly with him.

  Thank you

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  While there has been no resolution, someone has reached out to me. I have responded and still in waiting pattern. I don't know where this will go, but still wanted this on record as this service has been a huge disappointment and very unreliable in the past year+. There is no reason to continue through BBB for future correspondence. The complaint has been filed, and I hope service standards are improved. Unfortunately we are not there yet.
  
  *********************

• Initial Complaint

  Date:05/08/2023

  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.

  Almost every Friday the ** bus will blow by ** and not stop at corner of **************** This happen so many times. We wait up to almost 30 min (follow app the entire time) and then doesnt stop! Then the next bus doesnt come till 20+ minutes later. How can you have an express bus not come for an hour during a busy end of work day time? Plus signs and app state they are. I can understand is there is a delay once in a while but update the app then! The consistency of this happening is completely unacceptable.

  Business Response

  Date: 05/08/2023

  The RTC left a message today requesting the specific details so that we can properly investigate.