Business Profile

Bus Lines

COTA

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Complaints

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

Customer Complaints Summary

18 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:02/05/2025
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.
I was board #** at ***********, a frequent route I take and I pay with the H313532**343238363939H app. When I board the bus my pass always accepts and immediately declines afterwards. Ive emailed customer service about it a few times but no solution. Usually when this the drivers understands the situation and everything is fine. But this particular driver Operator *************************************************** saying I did not pay my fair. Even though I showed him that my app had a balance of 4.50 and an active barcode. The route was held up waiting for a supervisor for absolutely no reason because I did pay. In fact, there was another customer who got on with me and she did not pay at all! He let her ride and even assisted her with finding where she was going. While riding with the supervisor, who offered to take me home because it was the beginning of a 2 hour trip for me, he informed me that this wasnt the first time that particular driver called about me. At this point this is retaliation and unprofessional.
Business Response
Date: 02/13/2025
Thank you for providing this information, *****. We are looking into this and will be in contact with you once we have completed our investigation.
Initial Complaint
Date:11/04/2024
Type:Customer Service 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.
My experience with COTA and the Transithas been nothing short of frustrating and dangerous. I have been denied the discounted fare I am entitled to, and I have been left stranded overnight due toa bus driver, which put my health at risk. As a disabled individual with **Asperger's disorder** and **diabetes**, I rely on public transportation to get around, and these issues have caused me significant distress. I hope that by sharing my story, I can bring attention to the problems with COTA and the Transit app and encourage them to take action to resolve these issues.## Frequently Asked Questions (FAQ)### 1. What should I do if my COTA smart card is stolenf your COTA smart card is stolen, you should immediately contact COTA customer service to report the theft and request a replacement card. However, based on my experience, be prepared for potential issues with the replacement card being blocked. ### 2. How can I resolve issues with the Transit app on Android? If you encounter issues with the Transit app, such as a block token preventing you from adding funds to your smart card, contact both the Transit app support team and COTA. Unfortunately, in my case, neither party was able to resolve the issue, so be persistent in seeking a solution.3. What are my rights as a disabled individual using public transportation?Under the ADA public transportation providers must ensure that their services are accessible to individuals with disabilities. This includes providing discounted fares and making reasonable modifications to policies and practice Key Takeaways cota has failed to provide the discounted fare I am entitled to after my smart card was stolen.the transit app** on Android has been unhelpful in resolving issues with adding funds to my smart card.Iwas left stranded overnight due to a **COTA bus driver's** failure to stop at a designated stopwhich put my health at risk.As a **disabled individual withAsperger'sdisorder**anddiabetes**, I am entitled protections under the ADA
Business Response
Date: 11/12/2024
Mr. ********, I have reviewed our customer database that use our cashless system. Unfortunately, I am unable to verify your account due to having several accounts for ****** ******** and none matching the email address of ************************. However, if you do have numerous accounts that can be issued when trying to use the App. I encourage you to visit our Customer Experience Center located at ** ** **** *** and a member of the team can assist you directly to remedy the issue. In addition, I do see that a customer contact (#******) was entered for you in regards to the bus passing you and others up. As soon as the Transportation team investigates the contact and provide feedback to our Customer Care team you will receive a response from COTA.
Mr. ********, COTA intentions are to create a good experience when using our service. I do apologize for any inconveniences you have had to experience. I hope this information has been helpful.
***** ** *****, Director Customer Care
Initial Complaint
Date:08/14/2024
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.
i wait for the number 8 on ******* ave and ******* by rallys everyday at 8:15 pm and the bus does not come untill after 10pm even though the app shows at least one bus that should come before 10pm but never does. this is a real inconvenience
Business Response
Date: 08/14/2024
Thank you for contacting COTA in reference to your concerns of our Line 8, not arriving at ******* & ******* on time. I have reviewed the schedule and you are absolutely correct; prior to 10:16 two vehicles should arrive at this stop location - 9:01pm and 9:31 pm. In order for Customer Care to forward your concerns is it possible for you to provide the dates this happened. The information is required to do an investigation so we can address the issues and identify the correct operator. Please provide the information through this portal or you can contact our Customer Care team at ******************
Sincerely,

***** ** *****, Director Customer Care
Initial Complaint
Date:05/17/2024
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.
#** North bound bus, always late. Only comes every hour; so late BUS, 2 hrs late. Who is paying my Uber/Lyft bill?????
Initial Complaint
Date:04/26/2024
Type:Customer Service 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.
I get up around 5 am to walk to the bus to be there at 7:50 the bus route says! I ride the number 32 which is supposed to leave the transit center at 6:53 which one driver doesn’t leave until maybe 6:55 which makes a huge difference! N the bus drivers have a layover and still don’t leave in time. One morning the bus wasn’t working I was told so I just to catch a Uber to Hilliard which is expensive. Today the bus driver left on time but took a 3 min to 4 min break to drink coffee and check his book bag! He had a layover of over ten mins. Now it’s saying I won’t be at work until 7:57 and it’s supposed to be 7:50. Some bus drivers don’t care people have to go to work because they are already at their job. This is ridiculous and very unprofessional as well as disrespectful to peoples times!
Business Response
Date: 04/26/2024
Our Customer Care department has received your complaint in reference to our line #32 N. Broadway not leaving or arriving our Easton Transit center on time. COTA wants to investigate and address your concerns. Your complaint stated that today (4/26/2024) the operator left on time, but took three to four minute coffee break. Was the break prior to departure and did you arrive to your final destination on time? You also mentioned that one day our service did not arrive and you had to take an Uber to Hilliard - please provide the date. Is it possible to identify the dates our service did not leave on time? Customer Care is requesting this information, so we can best identify and address the correct operator. Customer Care will send your information to our Transportation team, but any of the requested information that you can provide will be greatly appreciated.
Cordially,
COTA Customer Care

Customer Answer
Date: 04/30/2024
yes on Friday the bus driver had a layover before departure he left on time but stopped on the way there to drink coffee and dig in his book bag. I was late to work im supposed to be getting off the bus at 7:45 and walking into my job at 7:50. I wasn’t left off my bus until 7:55 and was late going into my job. The one bus driver always leaves like a min or two later and yesterday I wasn’t left off the bus until 7:57. I do take into consideration of traffic and things like that but come on now. I have also posted a screenshot of the day I had to catch the bus due to the woman bus driver saying the bus was having issues. I asked her what I was supposed to do she said I would call your job and say there is bus issues. I read nowhere where it says Cota is an unreliable transportation so look for other means for transportation. That day I was able to work but I used my last money that I planned on using for something else. The picture I posted was after departure time but that’s because I waited for my Uber also because the lady never left to transport me dude to her saying mechanical issues. She is an older woman fair skinned that was driving that day.

Business Response
Date: 04/30/2024
Thank you for responding to Customer Care's response to your complaint #********. Your information will be forward to our Transportation Team for them to further investigate. Your COTA Customer Contact number is #******. We appreciate your patience.
Cordially,
COTA Customer Care
Customer Answer
Date: 05/04/2024
am tired of bus drivers not leaving on time! I am on the bus now the bus is supposed to leave at 6:52 the lady who is driving has been sitting on the bus on her phone. Now we are supposed to leave she exits the bus to do something when she could have done it before her break was over. I am constantly being late due to the bus drivers it’s not traffic it’s not anything else. They are literally doing whatever they want to do and if I get fired due to me being late repeatedly I will be taking further steps this is ridiculous!

Customer Answer
Date: 05/06/2024
Why is it saying I didn’t respond I did respond on may 4th it’s in my files! I did not agree with what they said I would like this matter reopen and a refund for when I had to catch a Lyft to work due to them! Their bus drivers keep making me late to work daily!
Customer Answer
Date: 05/28/2024
Complaint Detail / Problem
Complaint Type:
Service Issues
Service Issues
select
Problem:
05/25/2024 Once again the 32 is late or not coming on its scheduled route and the COTA employees do not care because they are already at work! I got off at my first job at 2:00 was out here before 2:20 to get the bus of course it didn’t come! So the other route 21 was completely cut from the route so me and another individual are stranded for another hour! They don’t care if it’s storming or raining or a tsunami they don’t care about the customers only their money! One bus driver who drives route 24 on Saturday mornings never speaks even when someone speaks to his rude behind! Go drive trucks then and not be around people! This is the worst company I have ever seen!

Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
Other (requires explanation)
select
Desired Outcome:
Refund; Contact by the business
Business Response
Date: 06/05/2024
Our office has registered and answered both customer contacts (#****** & #******). ****** *******, our Quality Care Administrator spoke with Ms. ***** via the phone yesterday and explained actions taken for the 5/25/2024 incident. COTA understands ******** *****'s frustration with our service, our management teams are holding daily meetings to try to remedy our need to cut our service.
***** L. *****, Director Customer Care
Customer Answer
Date: 06/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because:
I have no been refunded for having to catch a Lyft to work due to the 32 being broke down for my route. I got fired due to the 32 not coming when it was supposed too! This company is horrible it doesn’t tell us if the bus or route is down or not coming! This is absurd
Regards,

******** *****
Initial Complaint
Date:04/13/2024
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.
COTA bus frequently not showing up or arrive on time. For 2 times I waited at the bus stop at Woodruff Ave, waitiing for bus(2 and 31), they never show up, though COTA app, google map transit said they have arrived or leaves, at it sometimes leaves to early, 3minutes earlier than the scheduled time(or time at COTA App), but the drivers don't wait for people and just leave, and the next bus is scheduled 1 hour later, I waited for 20 minuted but no show up! Miserable experience
Business Response
Date: 04/15/2024
******* *** sorry to hear you are having various types of difficulties when trying to use our service. To investigate and address on our end it would be helpful if you can specify the following: date of incident, time of day, line, stop location, direction of travel and explanation of complaint. For the Transit App, date, time of day, line, stop location and explanation of complaint. After our office receive the required information, Customer Care will forward to the appropriate teams to address.
Cordially,
***** ** *****, Director, Customer Care
Initial Complaint
Date:04/08/2024
Type:Customer Service 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.
Waiting at bus stop *****, for bus line 201. Was scheduled for 4:19pm, I was at the bus stop at 4:00pm and it has not showed. It is now 4:33pm. I'm more frustrated than anything, because instead of being home earlier in the day, I won't be arriving back until 8-9pm, just to get back up and do this over again at 5am. I need to know if I can rely on 201 to show up, at the time it's supposed to in front of my job so that I may get home in a timely manner.
Business Response
Date: 04/15/2024
Thank you for contacting COTA in reference to your concerns (BBB Complaint ID: ********) with the line 201 not arriving. COTA does not have a line 201, however we do collaborate with the City of New Albany SmartRide. The 201 line you are referencing is a Smartride ran by the City of New Albany and it will transport you to a COTA bus line. The contact information for their Community Development department is 6144-939-2254 or ***********@newalbanyohio.org. If you need further information, please do not hesitate to contact COTA directly at ###-###-####.
Cordially,
***** ** *****, Director Customer Care
Initial Complaint
Date:11/08/2023
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.
To whom this may concern I currently work at FedEx ground so I have to catch two buses to get there my first issue is I put 10 dollars on my account to get me back and forth to work but when I get on bus to scan it Never shows my scanner and second problem is I spent 2 dollars for a transfer and couldn't get my chance back because they didn't have any...I've missed two days of work.. I just started yesterday and I missed out on two days of work because my app wasn't working please help Everytime I call them I get dailtone and when i tap pay I get a loading loop... And I'm in front of the bus stop and still have problems finding my bus
Business Response
Date: 11/10/2023
*** ******, COTA has received your complaint in reference to you transferring funds to the Transit App and unable to use the funds. I had our Customer Experience team review your account and unfortunately they were unable to see any issues with the account. The team did advise me to ask you to make sure there are no updates for the app or have you delete the app and reinstall to fix the issue; your funds will remain on your account. I appreciate you forwarding pictures, but without being able to physically view your phone it is hard to determine any possible issues. We truly want to assist you, please visit our Customer Experience Center at 33 N. High Street or call our Customer Care Center at ************ and ask for our Quality Service team to get assistance.
Looking forward to assisting you,
***** ** *****, Director Customer Care
Customer Answer
Date: 11/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.
Regards,

******* ******
Initial Complaint
Date:09/24/2023
Type:Customer Service 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.
Was recently left stranded at a bus stop at 10:30pm on Saturday night September 23rd 2023 after false information that cota posted on the transit app which closely works with cota you can download the app for yourself and see after trying to contact cota to let them know what was going on I was connected with an employee ******* who was very rude belligerent and talked down to me like I am a piece of crap and even lied and In the end would not do anything and he is not the only one in the past who has acted this way in the past cota has also lied to me on several occasions and not done anything to help me out and now because of ******* I had to spend money on an Uber I didn’t have I’m telling you right now I am a 37 year old proud taxpayer of Franklin county with a disability and I will not let my tax dollars or the rest of the taxpayers dollars go to incompetence and a highly misran organization like cota I demand that cota start doing something about their employees and training these people on empathy and better customer service because if not I will gladly go to an attorney Franklin county needs to do something about this cause it is not right that the citizens of Franklin county have to deal with this and it really upsets me cota needs to be held accountable period!
Business Response
Date: 09/28/2023
*** ********, COTA apologizes for you being inconvenienced while trying to use our service. I've asked staff to review your information and provide feedback. The staff asked that I reach out to you for more clarification of your complaint. Staff reviewed your attachments of the app and found a 1 minute difference than the scheduled time - is this what you are referring to? Also, you state you spoke with ******* - please provide the date and telephone number you called from so we can investigate the call and take appropriate actions.
COTA never intends to provide incorrect transit information to our customers nor have an employee display discourteous behavior. Please provide the above information so that we can forward to the appropriate teams within COTA so we can accurately address your concerns.
Cordially,

***** ** *****, Customer Care Director

Customer Answer
Date: 10/06/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 20648440

I am rejecting this response because:
I Would like mrs elder to reach out personally so i can speak to her more my number is *** *** **** please call me asap
Regards,

**** ********
Business Response
Date: 10/10/2023
Hello,
Quality Assurance supervisor - spoke with **** ******** on October 10th 12:36p (41-minute call) as requested. COTA feels this contact is now resolved. COTA has submitted an internal complaint (contact # 137037) to the Transportation Department Supervisor (specifically the Superintendent of Transportation) to review and address this issue in full regarding the phone call that was placed to COTA'S after hours/stranded line.
We have also provided **** an internal email address that goes directly to our Quality Assurance department, if he ever needs to reach out.
We also informed **** that we will be in contact back with him as soon as we hear back from the Transportation department regarding our internal complaint.
**** ********- Thank you for your time and patience, as well as providing us with the valuable feedback from our phone conversation.
Initial Complaint
Date:04/03/2023
Type:Customer Service 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.
On 3/31/2023, I took the COTA bus to Huntington Bank located on E. Livingston Ave to withdraw $700.00. The time of the transaction was 11:25 AM. I then took the COTA bus back home and realized I dropped my wallet (which contains my social security card and birth certificate along with other important documents) on the bus. I immediately called my cousin who then came to pick me up in hopes to find the bus. I then called COTA TRANSIT at 11:55 AM and 12:47 AM to inform them about my situation. They dispatched the bus driver and he responded that he did have my wallet. My and cousin then tried to catch up with the bus but to no avail not able to find it. I called another cousin to help assist me and we went to COTA's Customer Experience Center located at 33 N. High St. and was directed to COTA LOST AND FOUND building at 1330 Fields Ave Columbus, OH 43201 phone number ###-###-#### (no fax number). I spoke with a supervisor by the name of ******. She wrote down my information and what my wallet contained and then she gave me her business card with the same number above. I then asked if she was able to tell me when the driver will end his shift (bus lineup) so that I can get my wallet from him (after all, when he was dispatched he did state that he had my wallet). She told me she does not have that information and since it's a Friday, I will have to wait until Monday 4/3/23. I did so and called but no answer so I left a voicemail. ****** called me back and left me a voicemail saying that she does not have my wallet and she does not know where it is!!!!!!! There needs to be an investigation and the bus driver needs to be fired! I will be pressing charges but would like to expose COTA for their lack of concern about my important documents, and money, and that they are not being truthful!!!!!!!!!
Business Response
Date: 04/11/2023
COTA is not responsible for any lost or stolen articles on any of our vehicles. However, our Customer Care Lost & Found staff has been working directly with the complaintant since the wallet was lost. Staff has requested video of the vehicle the customer was on and reviewing all communications in reference to the incident. We appreciate the customers patience and I can assure you COTA staff is delingently working on this matter.
Customer Answer
Date: 04/11/2023
They have proof of the driver saying he had my wallet. I don't understand why they're not responsible. It is HR's duty to follow up with their employee. Is he still working for COTA? Nothing has been done and the supervisors are taking this serious. They have the driver on camera as well as him confirming that he had my wallet. I am very concerned about identity being stolen. It is not right that they have the proof and refuse to do anything about it.

Business Response
Date: 04/13/2023
COTA truly understand your concerns with the loss of your wallet and personal information. COTA has internal processes that we have to follow in situations as this. Our team will continue to move forward with our investigation and provide you feedback.Your patience is appreciated.

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