ComplaintsforPerrysburg Transit

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer has been using this service for several years. Several times she as been told no vehicles are availabe to pick her up. Her neighboor in the same bldg gets service all the time even when she is told none are available. She has gone multiple days without transportation. She also says the company has left her stranded unable to get home after drop offs.

  Business response

  11/22/2022

  [BBB Transcription via Email]

  From: ******** **** <*****************>
  Date: Tue, Nov 22, 2022 at 1:45 PM
  Subject: BBB ID: ********
  To: ***************** *******************
  
  
  ******** ******
  BBB Investigator & Dispute Resolution Coordinator
  
  BBB Northwestern Ohio and Southeastern Michigan
  Integrity Place – 7668 King’s Pointe Rd
  
  Toledo, Ohio 43617
  
   
   
  
  Dear Ms. ******,
  
   
  
  I am in receipt of the correspondence dated November 9, 2022, from the Better Business Bureau (BBB) involving a complaint made against Perrysburg Transit.
  
   
  
  In response to same, please note the following:
  
   
  
  The company is contracted with the City of Perrysburg to transport riders within the city limits.
  
  Information on the service is listed on the City of Perrysburg website – ci.perrysburg.oh.us/perrysburgtransit, as well as given to each rider when they call to schedule their first pickup.
  
  Complainant has used the transportation service in Perrysburg for several years.
  
  Perrysburg Transit is a pre-scheduled service. Rides may be scheduled up to one week in advance. We also offer a Dial-A-Ride service - rides scheduled same day. All reservations are “subject to availability” and are given on a first come first served basis. There are days, especially pre-Pandemic, where all time slots are filled, and we are unable to schedule rides. In this case, the rider is informed that we do not have any times available. They are free to call back to see if any times opened due to no shows or cancellations or they can schedule rides for a different day.
  
  In regard to complainant’s “neighbor in the same building getting service all the time when she is told non are available,” it is likely that:
   
  
  When neighbor called, the times requested were available / when complainant called, the times requested were not available (the times requested were not necessarily the same)
  
  Neighbor may have scheduled rides in advance
  
  Neighbor may have called after cancellations came in – opening up time slots that were not available when complainant called
  
  Again, all rides are given on a first come first served basis and are subject to availability.
  
    
  
  As far as complainant going “multiple days without transportation,” scheduling a ride depends on the day and time the rider calls and what time slots are available at that time. There are days no time slots are available (i.e., we are booked). At that point, the rider may call to see if cancellations come in or schedule a ride for a different day.
  
  Perrysburg Transit has never “left (complainant) stranded unable to get home after drop offs.” There is a No Show/Cancellation policy in place. If a rider is not at the pickup location when the driver arrives OR if the rider calls to cancel the trip less than one (1) hour before the pickup time, then it is considered a No Show. If the rider calls to cancel a ride an hour or more before the scheduled pickup, that is considered a cancellation. Once the driver arrives on scene, the rider has five (5) minutes to come out to the van. If the rider does not come out in that time frame, the driver will attempt to get ahold of the rider (whether that be a phone call or going into the location). If the driver is unable to get a hold of the rider, then (per the policy) the driver will make the rider a No Show and will depart for the next pickup. One incident comes to mind when reading the part about leaving complainant stranded. When the issue arose, the General Manager pulled footage from a camera mounted inside the van. The video was reviewed, and a phone call was placed to complainant. In the conversation, the complainant was advised the time the driver arrived on scene, the time a phone call was placed to her and the time the driver departed due to her No Show.
   
  
  Perrysburg Transit assists those who would like to utilize public transportation. It allows riders to have the freedom to travel to and from medical appointments, work, volunteering, shopping trips and more. Perrysburg Transit takes great pride in the service offered and believe ALL riders should be treated fairly, respectfully, and equally.
  
   
  
  Thank you for the opportunity to respond to this complaint.
  
   
  
  If you have any questions, please feel free to contact me.
  
   
  
  ******** ** ****
  General Manager
  *Perrysburg Transit
  419-872-8430
  *****************
  
  116 W. Third Street
  
  Perrysburg, Ohio 43551

*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. ↩