ComplaintsforRTC Washoe

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on the bus 214 this morning and the bus driver was trying to pull off with my bike and then I was trying to to get my bag and she pulled off anyway and I had some blue **** air ****** in the army back pack bag a timing light and my locks to my bike .My stuff was worth $300 dollars My items were still on the bus .

  Business response

  11/15/2023

  We are unable to respond to this complaint as we do not have a bus #*** in our fleet.

  Given the zip code of the complainant, this may be intended instead for the Regional Transportation of *************** in *********. They are a separate agency from **.

  Sincerely,

  *************, Director of Public ************************************************ of ****** County

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Happens ALL the time. Busses at night never seem to run at designated times. For instance, constantly waiting for the 7, going into town, back to 4th street station, for OVER half an hour, and a few times a week, well over an hour, when it is supposed to run every half hour.When the 7 is late, they NEVER reimburse the riders for the passes they already have, and they CONSTANTLY fail at keeping riders up to date. For instance, the last snow we got, they cancelled almost all of the morning 7 lines, but never said anything about the **** running late, nore being canceled. But they did say so about the **** 7. When I got down to 4th street station, i asked, to confirm, that they **** 7 was still running on time. They told me it was at about ****. I waited for over 20 minutes outside before going back to ask them - which is all the way on oposite side of the station. They began 0to look into it then. That is when they decided to tell me, and ONLY me - not the other 15+ people waiting for it outside - that the bus was running over an hr and a half late.No apology, their black vested supervisor never came out to notify anyone - absolutely nothing.Also, the flex ride they offer has CONSTANT 1hr+ waiting times - typical for it to be over 2hrs. When it is a wait time greater than 1hr, they are supposed to get you a **** to fix the problem, but have decided to limit it to 5 a month. So I do not know what I am supposed to do the other 15+ work nights throughout the month as this is a CONSTANT, EVERYNIGHT problem, not just a once in a while problem Their is NO way to get a hold of ANY of their representatives regarding these issues - i.e. no one to talk to about their public services they EPICALLY fail to deliver eventhough they recieve tax payer money to issue these services. All anyone will do at the company is to tell you to come to their board meetings held in the middle of the work week. So, one is supposed to quit their job to attend

  Business response

  04/13/2023

  Thank you, ******, for sharing your concerns. I researched our bus schedules, primarily for the route 7, and found that they do run every half hour or as posted, however there are times typically following rush hour traffic to the North Valleys that one or two of our routes are unfortunately off schedule, due to traffic. The same scenario *** occur with the morning rush hour traffic. The last several months have also had challenges with construction detours along with multiple winter storms which not only cause delays for our buses,but also general traffic to these areas, which includes FlexRIDE. FlexRIDE maintains an under 20-minute median wait time but they too, are subject to rush hour traffic, weather, construction, and accident delays which *** result in longer wait times.
  
  The team will communicate and update customers to the best of their ability regarding closures, including specific routes & times that *** be affected. In the event you do not receive a notification for this, please let us know specific times, details, or information to research, utilizing the rtcwashoe.com comments portal, or you can reach customer service Monday Friday from ****** to ******. There is also an updated new and free RTC Transit App which can be downloaded via the Apple App Store or ****** Play. This application will provide passengers with support on trip planning,real-time vehicle information, and service alerts to keep our riders informed. (Information on this Transit app. is available on the rtcwashoe.com website.)
  
  All our departments work to the best of their ability to ensure customers are being taken care of and schedules are followed,while having sincere appreciation for understanding, patience, and accepting this apology if an instance occurs. 

*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. ↩