ComplaintsforRochester-Genesee Regional Trans. Authority
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Complaint Details
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Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ******** *********. My Son **** ********* has been riding RTS Liftline since 2018. I received a letter in the mail that my sons scribed rides will be revoked due to numerous cancellations. 3 of 4 of the days were due to bad weather and my sons job was closed. The other date was due to lack of communication on RTS TRANSIT(Liftline) when they changed the scheduling and they failed to contact me and my sons transportation came early by an 1/2 hour!! I want this letter squashed... Please respond.Business response
03/28/2022
Subject: BBB Complaint ID ********
In response to the subject complaint, Mr. ********* cancelled eight (8) of his 42 total trips (a 19% cancellation rate) in the month of January, 2022. Four of these trips were cancelled one day in advance via the RTS Access automated system and four cancelled on the same day, as follows:
Travel Date
Cancelled on
Time
Days in Advance
By
Excusal notification?
Policy Violation?
1/3/2022
1/2/2022
1:06pm
1
Automated
No
Yes
1/3/2022
1/2/2022
1:06pm
1
Automated
No
Yes
1/4/2022
1/3/2022
2:35pm
1
Automated
No
Yes
1/4/2022
1/3/2022
2:35pm
1
Automated
No
Yes
1/17/2022
1/17/2022
6:13am
0
Automated
No
Yes
1/17/2022
1/17/2022
6:14am
0
Automated
No
Yes
1/18/2022
1/18/2022
6:53am
0
Automated
No
Yes
1/18/2022
1/18/2022
6:54am
0
Automated
No
Yes
In accordance with section 3.0 of the subscription policy, we will excuse unexpected situations but if RTS Access is not made aware of these situations at the time of cancellation, there is no ability to determine if there is an unexpected situation. There is no way for RTS Access to know, unless informed by a customer, when their place of work or other destination location has been closed to weather. RTS Access provides transportation to multiple customers daily, seven days per week. We were not informed of any unexpected situations for the above cancellations. Further to the complaint, in the month of January there are zero (0) instances of RTS Access arriving early for any trips causing a no-show scenario. If there were, these would have been excused automatically.
Section 6.2(B) of the subscription policy states, "RTS Access may revoke any Subscription that is canceled 30% or more in two consecutive months. A customer cannot miss more than seven Subscription trips in one month. Seven or more missed trips in one month will be considered a consistent pattern of cancellations of any part of a Subscription. The decision to revoke a Subscription because of excessive cancellations is final."
As Mr. *********, in the month of January, cancelled eight (8) of his subscription trips and did not notify us of his reason for cancellations in violation of the policy, his subscription service has been revoked. **** continues to maintain eligibility with RTS Access and can call for his requested trips from one (1) to seven (7) days in advance. This notification is not, in any way, a suspension of service, it is a revocation of subscription, which is an optional, premium service under the Americans with Disabilities Act. Mr. ********* may reapply for subscription service in 60 days.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.