Complaints

This profile includes complaints for Pittsburgh Regional Transit's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pittsburgh Regional Transit

  345 6th Ave Fl 3 Pittsburgh, PA 15222-2541

• 

  Pittsburgh Regional Transit

  623 Smithfield St Pittsburgh, PA 15222-2505

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:01/19/2025

  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 1/15/2025 I was trying to take the P78 outbound from east liberty around 8:35 am to go to a doctors appointment, and as i boarded the bus i saw it was the same driver that treated me very unprofessionally a couple days ***. I told her that was wrong what she did and she began to argue w/ me and when she started talking about how the "p78 leaves the ****** inbound at alpha drive at 7:25am" i wasnt trying to argue anymore b/c that p78 leaves ***************** & RIDE at 7:25. As i made my way back to my seat she was still talking and i said out loud "you left me behind because ur jealous" and she said i must get off her bus. I hadnt done anything criminal just used my 1rst amendment to give my opinion so i wasnt getting off that bus. She pulled over at **************** (same area there was just a migrant stabbing) and was adamant i get off immediately and refused to drive the bus if i didnt exit. The *** police came as well as her superviser but she still refused me services even though i was a paying customer, and eventually another p78 came but it was too late and i missed my doctors appointment. PrT complaint #******* i was assured that this employee received a severe repercussion for doing that and i just knew she was suspended or something & 1/17/2025 i take the same 8:39 am p78 outbound and to my shock its THE EXACT SAME LADY! And she was speeding so fast I had to jump out leaving my bags behind just to get her attention & once i saw she saw me i went to gather my things. Not only did prt not punish her they could have at least put her on a different route so i didnt have to encounter her again. I need prt to contact me, after i paid an employee refused to give me services & u said she was severly punished but driving the same route at the exact same time, how does that happen?!?

  Business Response

  Date: 02/10/2025

  Dear *** ******:
  

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transits (****) response to the complaint filed with the Better Business
  Bureau by a customer on or about January 19, 2025.
  

  PRT takes each Better Business Bureau complaint seriously and expends considerable
  resources to investigate and respond appropriately, and, when justified, PRT will make operational
  changes and/or address employee conduct.
  

  Upon receipt of the notice of the complaint, PRT assessed whether the circumstances of
  this complaint asserted an issue with **** service that warranted a comprehensive response.
  

  The complaint as it relates to PRT states the following:
  

  On 1/15/2025 I was trying to take the P78 outbound from ************ around 8:35
  am to go to a doctors appointment, and as i boarded the bus i saw it was the same
  driver that treated me very unprofessionally a couple days ***. I told her that was
  wrong what she did and she began to argue w/ me and when she started talking
  about how the "p78 leaves the ****** inbound at alpha drive at 7:25am" i wasnt
  trying to argue anymore b/c that p78 leaves ***************** & RIDE at 7:25. As 
  i made my way back to my seat she was still talking and i said out loud "you left
  me behind because ur jealous" and she said i must get off her bus. I hadnt done
  anything criminal just used my 1rst amendment to give my opinion so i wasnt
  getting off that bus. She pulled over at **************** (same area there was
  just a migrant stabbing) and was adamant i get off immediately and refused to
  drive the bus if i didnt exit. The *** police came as well as her superviser but she
  still refused me services even though i was a paying customer, and eventually
  another p78 came but it was too late and i missed my doctors appointment. PrT
  complaint #******* i was assured that this employee received a severe
  repercussion for doing that and i just knew she was suspended or something &
  1/17/2025 i take the same 8:39 am p78 outbound and to my shock its THE EXACT
  SAME LADY! And she was speeding so fast I had to jump out leaving my bags
  behind just to get her attention & once i saw she saw me i went to gather my
  things. Not only did prt not punish her they could have at least put her on a
  different route so i didnt have to encounter her again. I need prt to contact me,
  after i paid an employee refused to give me services & u said she was severly
  punished but driving the same route at the exact same time, how does that
  happen?!?
  

  PRT determined that the following circumstances asserted in the customers complaint
  warranted further investigation:
  

  (i) The customers January 15, 2025, interactions: with a PRT bus operator, the Port
  Authority of Allegheny County ***************** (the Police), and a route *******
  aboard a bus serving the P78 route (the First Bus) and as further described in the
  complaint above; and,
  

  (ii) The customers complaint alleging improper operation of Bus 6463 (the Second Bus)
  on January 17, 2025, due to the customers allegation that they had experienced
  previous, negative experience with the same bus operator.

  Below are the findings of **** investigation:
  

  **** Department of *********************************** searched its records and
  found a record of the customers call to ***************** which communicated the same concerns
  about the events on the Second Bus as expressed in the customers ******************** complaint. The customer
  asserted that the Police required the operator to allow the customer to remain on the ************************* reviewed their records of interactions with the operator and the customer aboard
  the Second Bus. The Polices records showed that an officer was dispatched to the Second Bus at
  the **************** on January 15, 2025. Upon arrival at the Second Bus, the officer discussed
  the circumstances with the operator and the customer. Although the officers discussion with the
  operator confirmed that the customer expressed their displeasure about the First **** operations
  to the operator and that the operator was unwilling to move the bus until the customer was
  removed, there is no evidence that the officer ordered the operator to allow the customer to remain
  on the Second Bus. After a discussion with the customer in which the customer aired their 
  concerns about the First **** tardiness, the officer: (1) determined that the Police could not
  resolve the customers grievance since no criminal activity had occurred; (2) noted that a route
  ******* (who could help deescalate the dispute) was on their way to the Second Bus; and, (3) left
  the ************************************************** (Transportation) also reviewed its records regarding the
  circumstances alleged by the customer and interviewed the relevant staff. This review confirmed
  that the operator the First Bus, was not driving the Second Bus on January 17, 2025. Secondly,
  video footage from the Second Bus shows the following events occurring on January 17, 2025, at
  approximately 8:39 AM: (1) the Second Bus approaches the ********************, and enters the
  ***********************************; (2) an unidentified passenger waves at the Second Bus from
  the ******************** while the Second Bus continues entering the *********************
  boarding lane; and, (3) the Second Bus stops and services passengersincluding the customer
  at the ********************. Therefore, the customers complaint about the Second Bus is not based
  in fact because the Second **** operator was not the one whom the customer negatively
  interacted with on the First Bus, and the Second Bus was not improperly operated and served and
  picked up the customer at the designated Station boarding area.
  

  PRT regrets that the customer could not use the ********************** system as anticipated and felt they
  had a negative experience. The customer is reminded that ********************* Department
  ************* Weekdays 6:00 AM 7:00 PM; weekends and holidays 8:00 AM 4:30 PM)
  remains the best resource for the customer to address future concerns with **** service. The
  customer is strongly encouraged to exclusively communicate directly with **** Customer
  Service Department, which is best equipped to investigate and respond to the customers issues.
  Duplicative and repeated complaints to the BBB are counterproductive from **** perspective.
  

  Very truly yours,
  

  **** S. *****

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  There is no response for me to agree of disagree with plus THIS LADY IS STILL ON THE *** how do you not only refuse services to a disabled person but also try to force them off the bus in the most crime ridden area of Pittsburgh, and still get paid, thats crazy to me!
  
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:01/14/2025

  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.

  My problem is *** has renegadea drivers that harass customers they have a personal vendetta with. On 1/6/2025 i tried to take the ONLY outbound p76 to ******* at ******************* scheduled to arrive at 6:41 am it never showed and I waited 20 minutes in 20 degree weather before i left because i just knew an employee would never go so rogue (complaint ******). But then exactly 1 week later, 1/13/2025 i was waiting at the *********** & ride ****** around 7:30 am taking shelter at the building instead of waiting in the high speed winds at the bus stop for the 7:43 inbound P78. I saw bus 6652 sitting there for a while, then it started moving without its banner/header on AND ONCE IT PASSED THE STOP it turned on its banner saying P78. I could not run plus the light was turning green for her to turn right so I just took the 1rst bus i saw going inbound which was the p10 and I sat in a parking lot of traffic. I want a calll back from this company because you should not be in business with employees who are so far beyond liberal they disregard any and all ruless/regulations, a BUS drivers only job is the BUS stop! (Complaint ******)

  Business Response

  Date: 02/04/2025

  Dear Ms. ******************** allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transits (****) response to the complaint filed with the Better Business
  Bureau by a customer on or about January 14, 2025.

  PRT takes each Better Business Bureau complaint seriously and expends considerable
  resources to investigate and respond appropriately, and, when justified, PRT will make operational
  changes and/or address employee conduct.

  Upon receipt of the notice of the complaint, PRT assessed whether the circumstances of
  this complaint asserted an issue with **** service that warranted a comprehensive response.
  The complaint as it relates to PRT states the following:
  

  . . . My problem is *** has renegadea drivers that harass customers they have a
  personal vendetta with. On 1/6/2025 i tried to take the ONLY outbound p76 to
  walmart at ******************* scheduled to arrive at 6:41 am it never showed
  and I waited 20 minutes in 20 degree weather before i left because i just knew an
  employee would never go so rogue (complaint ******). But then exactly 1 week
  later, 1/13/2025 i was waiting at the *********** & ride ****** around 7:30 am 
  taking shelter at the building instead of waiting in the high speed winds at the bus
  stop for the 7:43 inbound P78. I saw bus 6652 sitting there for a while, then it
  started moving without its banner/header on AND ONCE IT PASSED THE STOP
  it turned on its banner saying P78. I could not run plus the light was turning
  green for her to turn right so I just took the 1rst bus i saw going inbound which
  was the p10 and I sat in a parking lot of traffic. I want a calll back from this
  company because you should not be in business with employees who are so far
  beyond liberal they disregard any and all ruless/regulations, a BUS drivers only
  job is the BUS stop! (Complaint ******). . .
  Order Number: ****** (p76) /****** (p78) . . . .
  

  PRT determined that the following issues asserted in the complaint required further
  investigation:
  

  (i) The customers assertion that a bus serving the P76 route ( Bus 1) did not make
  its scheduled 6:41 AM stop at ******************* on January 6, 2025;
  

  (ii) The customers assertion that Bus 6652 serving the P78 route (Bus 2) passed the
  *********** and ************* stop instead of stopping there, as scheduled, at 7:43
  AM on January 13, 2025; and,
  

  (iii) The customers assertion that Bus 2 did not properly display its route on its banner
  when she saw Bus 2 on January 13, 2025.
  

  Below are the findings of **** investigation:
  

  **** Department of *********************************** searched its records and
  found the record that the customer called **************** on January 6, 2025, to notify PRT that
  Bus 1 did not arrive at the ******************* at 6:41 am, as scheduled.
  

  **** **************************** (Transportation) reviewed its relevant records to
  confirm whether the customers complaint was factually supported. Firstly, Transportation
  confirmed that Bus 1 did not arrive at the ******************* on January 6, 2025, for its 6:41 AM
  departure time; however, this was because an accident at ************ caused a forty (40) minute
  delay to Bus 1s normal schedule. Secondly, although the customer witnessed Bus 2 passing the
  *********** and Freeport Road bus stop, Transportation confirmed that the P76 Routethe route
  that Bus 2 was serving at the time of the customers issuedoes not serve the *********** and
  ************* bus stop at all. Consequently, Bus 2s operator was simply executing their duties
  by operating the bus along the scheduled route and past the *********** and Freeport Road bus
  stop as it was not a designated stop for patron pick-up or discharge on the P76 Route. Finally,
  Transportation confirmed that Bus 2 was displaying its route on its banner at the time of the
  customers complaint so it would have been clear it was not on a route that serviced the subject
  stop.
  

  PRT regrets that the customer could not use **** ********************** system as anticipated. The 
  customer is again reminded that **** **************** Department ************* Weekdays
  6:00 AM 7:00 PM; weekends and holidays 8:00 AM 4:30 PM) remains the best resource for
  the customer to address future concerns with **** service. The customer is again strongly
  encouraged to exclusively communicate directly with **** **************** Department, which
  is best equipped to investigate and respond to the customers issues.
  

  Very truly yours,
  

  **** S. *****

• Initial Complaint

  Date:11/29/2024

  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 am on ssi with very little disposable income and I am enrolled in the ********** reduced fare program where I pay half price for fares and my account is under email ********************* 11/29/2024 I took the PY8 inbound at 5:08 am from ******************* downtown where I transferred to the outbound O12 that departed at 6:05 am ( i believe it was bus 6510 or 6501) to go to the ******* in ***********. I planned to take the inbound O12 that left The block at ******** at 7:10 am. I left the warmth of the dunhams store at 6:57 am hoping to catch the 7:10 am inbound O12 then immediately transferring to the 7:35 am outbound P78 departing at liberty at *********, and since you can ride prt vehicles for 3 hours on 1 fare payment I wouldnt have to pay again. However, as I stood in 20 degree weather the O12 leaving the block at ******** at 7:10 am and i stood in the freezimg cold enduring blistering winds for 40 minutes to wait for the next bus that left at 7:39 am. Since I had to wait for the next bus, obviously i missed the 7:35 am departing P78 and had to pay another fare to get home because my 3 hour time window had closed by the time the 8:15 am departing P78 came. This reduced fare program is a problem for PRT simce they are not making as much ************ are forcing riders to pay extra by having buses not show up or leave earlier than the scheduled time leaving. It seems as though every time its me, you would think they are monitoring at all times to force me to pay extra EVERY SINGLE TIME i take prt transit, but this time was the worse. My hands were so cold, i definitely experienced frost nip because my finger tips had turned almost purple. I want a contact back about this from ***. WHY DO THEY KEEP DOING THIS TO ME?!? I included the schedules for the P78, O12, my receipt from ******* showing the time stamp as well as a screenshot of when i was on the phone w/ PRT at 7:26 am inquiring about the bus and showing I only had 43 minutes left on my pass

  Business Response

  Date: 12/23/2024

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a 
  Pittsburgh Regional Transits (****) response to the complaint filed with the Better Business 
  Bureau by a customer on or about December 2, 2024. 

  
  PRT takes each Better Business Bureau complaint seriously and expends considerable 
  resources to investigate and respond appropriately, and, when justified, PRT will make operational 
  changes and/or address employee conduct. 

  
  Upon receipt of the notice of the complaint, PRT assessed whether the circumstances of 
  this complaint asserted an issue with **** service that warranted a comprehensive response. 
  The complaint as it relates to PRT states the following:
  I am on ssi with very little disposable income and I am enrolled in the ********** 
  reduced fare program where I pay half price for fares and my account is under 
  email ********************* 11/29/2024 I took the PY8 inbound at 5:08 am from 
  Frankstown & ****** downtown where I transferred to the outbound O12 that 
  departed at 6:05 am ( i believe it was bus 6510 or 6501) to go to the dunhams in 
  north hills. I planned to take the inbound O12 that left The block at ******** at 
  7:10 am. I left the warmth of the dunhams store at 6:57 am hoping to catch the 7:10 
  am inbound O12 then immediately transferring to the 7:35 am outbound P78 
  departing at liberty at *********, and since you can ride prt vehicles for 3 hours on 
  1 fare payment I wouldnt have to pay again. However, as I stood in 20 degree 
  weather the O12 leaving the block at ******** at 7:10 am and i stood in the 
  freezimg cold enduring blistering winds for 40 minutes to wait for the next bus that 
  left at 7:39 am. Since I had to wait for the next bus, obviously i missed the 7:35 am 
  departing P78 and had to pay another fare to get home because my 3 hour time 
  window had closed by the time the 8:15 am departing P78 came. This reduced fare 
  program is a problem for PRT simce they are not making as much money & they 
  are forcing riders to pay extra by having buses not show up or leave earlier than 
  the scheduled time leaving. It seems as though every time its me, you would think 
  they are monitoring at all times to force me to pay extra EVERY SINGLE TIME i 
  take prt transit, but this time was the worse. My hands were so cold, i definitely 
  experienced frost nip because my finger tips had turned almost purple. I want a 
  contact back about this from ***. WHY DO THEY KEEP DOING THIS TO ME?!? 
  I included the schedules for the P78, O12, my receipt from Dunhams showing the 
  time stamp as well as a screenshot of when i was on the phone w/ PRT at 7:26 am 
  inquiring about the bus and showing I only had 43 minutes left on my pass
  PRT determined that some issues in this complaint warranted a comprehensive response, 
  and PRT therefore investigated the circumstances of the customers contacts with PRT. 

  
  Below are the findings of **** investigation: 
  **** ********************************************** searched its records and found 
  the record that the customer called **************** on November 29, 2024. This call confirmed 
  that the bus originally scheduled to arrive at the stop at ********************* at ***************************;
  Driveway (the Block at *********************) at 7:10 am on November 29, 2024 (the First Bus) was 
  delayed.

  
  **** ********************************** (Operations) reviewed its relevant records to 
  determine the cause of the delay. The records revealed that the First Bus, experienced an equipment 
  failure and underwent a layover before ultimately receiving direction from Operations staff on how 
  to resolve the issue. Operations staff determined that the First Bus needed to return to the Ross 
  Division Garage where the operator would be provided a replacement bus (the Second Bus) and 
  resume their interrupted route. After receiving instructions to navigate the First Bus to the Ross 
  Division Garage, the operator experienced further delay due to Black Friday traffic. Promptly after 
  leaving the **** Division garage in the Second Bus, the operator, in compliance with PRT 
  protocol, notified **** traffic control staff that the operator was running late due to the equipment 
  failure and traffic. The Second Bus serviced the Block at ********************* directly after the Second 
  Bus arrived at the Block at ********************* at approximately 7:39 AM. 

  
  PRT regrets that the customer could not use the ********************** system as anticipated. The customer 
  is reminded that **** **************** Department ************* Weekdays 6:00 AM 7:00
  PM; weekends and holidays 8:00 AM 4:30 PM) remains the best resource for the customer to 
  address future concerns with **** service. The customer is strongly encouraged to exclusively 
  communicate directly with **** **************** Department, which is best equipped to 
  investigate and respond to the customers issues, provide the most up-to-date information and try 
  to assist the customer with alternative ********************** system options.

  
   Very truly yours,
  
   **** S. *****

• Initial Complaint

  Date:11/26/2024

  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.

  Inside the * stations there are signs that say "No Smoking" but no signs that say "No Vaping", however on Monday Nov 25, 2024 I stepped outside the *************** before catching the 1:08 pm outboind red line to vape. I knew the train was coming at 1:08 ****** checked the itenerary board before I started vaping that also reflected the train to arrive at 1:08 pm, so I vaped until exactly 1:06 pm and then ran into thr station and to my surprise the outbound red line was already sitting there and it seems as soon as i attempted to board the back door the door closed. So I started banging on the window while running to the frot door and to my horror the train started pulling off & when i looked at the itenerary board and it said it was only 1:07 pm. *hat driver saw me without a doubt, there is no way he didnt hear me banging so loudly because there wasnt another train on the opposite track to make noise. Also im sure the operator saw me in the side mirror but still didnt care, so i had to wait around 20 minutes for the next train. My problem is why *** continually has to steal, especially now that this reduced fare program for ********** residents has come into affect giving riders 50% off, Im sure they are feeling the loss. So in the afternoons when less trains & buses are operating they have drivers leave early because once the next train or bus comes the rider will have to be extra to ride. I want an explanation how this could happen because i see people vaping all the time in the stations, bit I am nice choosing not to, and then a driver preys on me. *hat makea me want to vape inside because i could so easily miss the next train. People pay alot for monthly & yearly bus ************ cant get ur money back. At least the compamy could have there buses & trains leave at the scheduled time or later ao people get their money worth and not feel ripped off. My reference number to my call complaint is ******

  Business Response

  Date: 12/17/2024

  Dear Ms. ******************** allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transits (PR*s) response to the complaint filed with the Better Business
  Bureau by a customer on or about November 27, 2024.
  

  PR* takes each Better Business Bureau complaint seriously and expends considerable
  resources to investigate and respond appropriately, and when justified, PR* will make operational
  changes and/or address employee conduct.
  

  Upon receipt of the notice of the complaint, PR* assessed whether the circumstances of
  this complaint asserted an issue with **** service that warranted a comprehensive response.
  *he complaint as it relates to PR* states the following:
  

  Inside the * stations there are signs that say "No Smoking" but no signs that say
  "No Vaping", however on Monday Nov 25, 2024 I stepped outside the wood st
  station before catching the 1:08 pm outboind red line to vape. I knew the train was
  coming at 1:08 pm & i checked the itenerary board before I started vaping that
  also reflected the train to arrive at 1:08 pm, so I vaped until exactly 1:06 pm and
  then ran into thr station and to my surprise the outbound red line was already 
  sitting there and it seems as soon as i attempted to board the back door the door
  closed. So I started banging on the window while running to the frot door and to
  my horror the train started pulling off & when i looked at the itenerary board and
  it said it was only 1:07 pm. *hat driver saw me without a doubt, there is no way he
  didnt hear me banging so loudly because there wasnt another train on the opposite
  track to make noise. Also im sure the operator saw me in the side mirror but still
  didnt care, so i had to wait around 20 minutes for the next train. My problem is why
  PR* continually has to steal, especially now that this reduced fare program for low
  income residents has come into affect giving riders 50% off, Im sure they are feeling
  the loss. So in the afternoons when less trains & buses are operating they have
  drivers leave early because once the next train or bus comes the rider will have to
  be extra to ride. I want an explanation how this could happen because i see people
  vaping all the time in the stations, bit I am nice choosing not to, and then a driver
  preys on me. *hat makea me want to vape inside because i could so easily miss the
  next train. People pay alot for monthly & yearly bus passes & you cant get ur money
  back. At least the compamy could have there buses & trains leave at the scheduled
  time or later ao people get their money worth and not feel ripped off. My reference
  number to my call complaint is 130563
  

  PR* determined that some issues in this complaint warranted a comprehensive response,
  and PR* investigated the circumstances of the customers contacts with PR*.
  Below are the findings of PR*s investigation:
  

  PR*s Department of *********************************** searched its records and
  found the record of the customers call to **************** on November 25, 2024. In this call
  the customer noted that they were descending the steps to the ******************* at approximately
  1:07 PM and that the customer yelled while they knocked on the door to the Red Line *rain the
  customer was attempting to board between 1:06:00 PM and 1:07:00 PM on November 25, 2024
  (the Relevant *rain).
  

  PR*s Department of Operations (Operations) also reviewed its relevant records (i.e.
  relevant video of the ******************* as well as the tracking logs for the Relevant *rain). *he
  records showed that after the Relevant *rain pulled into the *******************, properly served
  the station, closed its doors at 1:07:20 PM, and began pulling out of ******************* at 1:07:20
  PM. *he video showed that between 1:07:20 PM and 1:07:22 PM the customer ran up to the
  closed rear doors of the train and knocked on them. *he Relevant *rain departed the station at
  1:07:22 PM less than a minute before the scheduled departure time of 1:08:00 PM.
  

  Firstly, the Relevant *rain was permitted to leave at 1:07:22 PM because, as PR* has
  previously explained to the customer, PR* considers departures that occur less than a minute
  before the scheduled departure time as on-time departures. *** advises all customers to arrive at
  the location within the station where the vehicle will pick up passengers at least five (5) minutes
  before their scheduled departure time to avoid being inconvenienced by early departures. As the
  customer is aware, PR* prohibits smoking or vaping within **** stations or vehicles. *herefore,
  the customer should continue refraining from smoking or vaping within **** stations or vehicles
  as they did in this instance.
  

  Secondly, the customer was not entitled to be admitted onto the Relevant *rain as it
  departed from the station. *he operator may not have noticed the customer knocking on the rear
  doors of the Relevant *rain, because the operators attention would necessarily have been focused
  forward; however, the operator was not required to admit the customer into the Relevant *rain
  because the Relevant *rain was pulling out of the station, and, as PR* has previously explained to
  the customer, PR* operators are not required to admit passengers onto a moving vehicle unless
  they deem it safe to do so; PR* also discourages passengers from pursuing a departing vehicle
  because of the unnecessary risk this conduct creates to the physical well-being of the passenger
  and others and because of how this practice could interfere with the on-time performance of PR*s
  transit system.
  

  PR* regrets that the customer could not use the ********************** system as anticipated. *he customer
  is reminded that PR*s **************** Department ************* Weekdays 6:00:00 AM
  7:00:00 PM; weekends and holidays 8:00:00 AM 4:30:00 PM) remains the best resource for the
  customer to address future concerns with PR*s service. *he customer is strongly encouraged to
  communicate directly with PR*s **************** Department, which is best equipped to
  investigate and respond to the customers issues.
  

  Very truly yours,
  

   **** S. *****

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I havent received any response whether via email or ***** I was waiting a long time for this response too, i am extremely disappointed.
  
   
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/18/2024

  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.

  Bus 71 C put back to pickup at outbound *************************************** please

  Business Response

  Date: 10/08/2024

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a 
  Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business 
  Bureau by a customer on or about September 18, 2024. 

  
  The complaint as it relates to PRT states the following:
  “Bus 71 C put back to pickup at outbound Miltenberger & Forbes please”
  Upon receipt of the notice of the complaint from the Better Business Bureau, PRT 
  investigated the circumstances of the customer’s contact with PRT and PRT responds as follows:
  Although the customer may not be aware, PRT’s Route 71C’s service from Uptown to 
  Oakland and at the Miltenberger and Forbes Avenue Bus Stop (the “Bus Stop”) was eliminated in
  October 2023, as part of the ongoing implementation of the University Line Bus Rapid Transit 
  Project. This service change occurred following robust public engagement and analysis consistent 
  with federal requirements and PRT policies. While PRT has no current plans to resume Route 
  71C service from Uptown to Oakland at this time, the customer may still access the 71C Route 
  from the Bus Stop by taking the 71B, 61A, 61B, or 61C Routes to Oakland and transferring to the 
  71C Route at PRT’s Fifth and Atwood Station. 

  
  
  If the customer needs additional assistance to explore the service alternatives available 
  from the Bus Stop, the customer may: 1) use the “Trip Planner” feature on the mobile 
  “Ready2Ride” app; 2) consult the bus schedules available on PRT’s website 
  (https://www.rideprt.org/all-schedules/); or 3) call Customer Service at 412-442-2000 (Weekdays 
  6:00 AM – 7:00 PM; weekends and holidays 8:00 AM – 4:30 PM). Customer Service is best 
  positioned to help the customer address any future concerns with PRT’s service and identify the 
  best alternatives to meet the customer’s transit service needs. Additionally, the PRT Customer 
  Service Digital Team may be able to specifically assist with trip planning online via a chat function 
  available on PRT’s website at https://ww.rideprt.org (Weekdays 5:00 AM – 8:00 PM; weekends 
  and holidays 8:00 AM – 5:30 PM) . We hope this information is useful to the customer. 

  
  Very truly yours,
  
  Eric S. McCoy

• Initial Complaint

  Date:07/31/2024

  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.

  the bus route 51 outbound from downtown to carrick either shows up 20 minutes late or doesnt show up at all. every single day causing people to have to spend money on rideshares even tho we pay port authority for the buses, and when they finally arrive theyre very rude and or disrespectful. i was waiting on the 8:20 bus which was scheduled late and ended up not coming at all, im currently waiting on the 8:56 bus that is also scheduled late, this is very unfair because we pay, and it makes people late for work.

  Business Response

  Date: 08/21/2024

  Dear Ms. ******:

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business
  Bureau by a customer on or about August 1, 2024.
  

  The complaint as it relates to PRT states the following:
  

  the bus route 51 outbound from downtown to carrick either shows up 20 minutes
  late or doesnt show up at all. every single day causing people to have to spend
  money on rideshares even tho we pay port authority for the buses, and when they
  finally arrive theyre very rude and or disrespectful. i was waiting on the 8:20 bus
  which was scheduled late and ended up not coming at all, im currently waiting on
  the 8:56 bus that is also scheduled late, this is very unfair because we pay, and it
  makes people late for work.
  

  Upon receipt of the notice of the complaint from the Better Business Bureau, PRT
  investigated the circumstances of the customer’s contact with PRT.
  

  Below are PRT’s findings:
  

  PRT’s Customer Service Department (“Customer Service”) could not fully investigate the
  circumstances of this complaint because the complaint omitted the information Customer Service
  requires to conduct a full investigation (i.e., the date(s) and time(s) when the customer experienced
  the delay; and the bus stop(s) where the customer experienced the delay(s)). Nevertheless,
  Customer Service checked its records for any correspondence between Customer Service and the
  author of this complaint, or any records of anonymous complaints alleging similar circumstances
  as the ones asserted above, to no avail.
  

  PRT’s Operation’s Management Personnel (“Operations”) likewise were unable to fully
  investigate the circumstances of this complaint because the complaint omitted the information
  Operations requires to conduct a full investigation (i.e., the date(s) and time(s) when the customer
  experienced the delay(s); and the bus stop(s) where the customer experienced the delay(s)).
  Despite the complaint’s ambiguity, PRT’s Special Services, Events, and Detours
  Department noted that a variety of short notice or unpredictable events may cause traffic delays,
  which could impact whether buses serving the 51 Carrick Route arrive at their stops on time.
  Although PRT strives to provide timely service, the actions of third parties—who often give PRT
  as little as twenty-four hours’ notice (and sometimes even less or no notice in the event of an
  accident or unscheduled closure) that an event that could impact traffic might occur—limit PRT’s
  ability to adjust its service to compensate for third parties’ actions. Additionally, certain
  obstructions (e.g. holiday traffic or roadway construction) create traffic issues that interfere with
  all drivers’ travel schedules. Although PRT certainly works to minimize the impact of these traffic
  issues, complete resolution of the traffic issues is outside of PRT’s control.
  

  In the future, the customer is advised to submit their concerns with PRT’s service by calling
  Customer Service, over the telephone, at 412-442-2000 (Weekdays 6:00 AM – 7:00 PM; weekends
  and holidays 8:00 AM – 4:30 PM). Customer Service is best positioned to help the customer
  address any future concerns with PRT’s service. Any communication with Customer Service
  regarding the issue addressed in this response should include: (1) the name(s) or the identifying
  number(s) of the bus stop(s) where the delay(s) were experienced; (2) the date(s) and time(s) the
  delay(s) occurred; and (3) the route(s) served by the delayed bus(es).
  

  Very truly yours,
  

  Eric *. M****

• Initial Complaint

  Date:07/01/2024

  Type:Billing 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 want to report PRT transit of stealing. 6/24/2024 i boarded the inbound P78 at Laketon/Howard at 8:07 am and the $2.75/3 hours fare was removed leaving me w/ a $0 balance. Once I got downtown I added an additional $5.50 on my card b/c i knew in 3 hrs around 11:07am I'll have to pay $2.75 for another 3 hrs of unlimited rides. I Then did took the y outbound to the west mifflin burlington & another Y inbound where i shopped at another Burlington downtown Pgh. I left downtown on the P1 around 11:07am outbound to negley & when i tapped the farebox it said I had $2.75 left on my card from the fare i put on in the morning & charging me $2.75 for another 3 hrs. When i left Market District at 12:13 pm I boarded the p68 to go downtown & the fare box charged me $2.50 & i only had a $0.25 balance on my card, when i was supposes to not be charged until around 2:07 pm. When i took the p78 downtown to go both home and back downtown, the fare box once again said I only had a 0.25 balance & was hoping maybe something was wrong with my card. Until I took a Y outbound to the walmart and it said insuffiencient funds. It was so embarrasing have to beg a bus driver for a free ride. I was humiliated by the looks of the other passengers faces looking at me as someone who didnt want to pay their fair share. So once back downtown from the walmart I had to put more money on the card to get home. And when i called customer service the next day about this stealing they refused to put the $2.75 back on the card, so blatantly stealing leaving me no choice but to deal with it. I am asking you to help me rectify this situation with PRT & my connect card number ************

  Business Response

  Date: 07/23/2024

  Dear *** ******:

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business
  Bureau by a customer on or about July 2, 2024.
  

  PRT takes each Better Business Bureau complaint seriously and expends considerable
  resources to investigate and respond appropriately, and when justified, PRT will make operational
  changes and/or address employee conduct.
  

  Upon receipt of the notice of the complaint, PRT assessed whether the circumstances of
  this complaint asserted an issue with PRT’s service that warranted a comprehensive response or
  whether the issues raised in the complaint were previously addressed by PRT’s responses to this
  customer’s numerous Better Business Bureau complaints filed within the past two and a half years.
  

  The complaint as it relates to PRT states the following:
  

  I want to report PRT transit of stealing. 6/24/2024 i boarded the inbound
  P78 at Laketon/Howard at 8:07 am and the $2.75/3 hours fare was removed
  leaving me w/ a $0 balance. Once I got downtown I added an additional $5.50 on
  my card b/c i knew in 3 hrs around 11:07am I'll have to pay $2.75 for another 3 
  hrs of unlimited rides. I Then did took the y outbound to the west mifflin burlington
  & another Y inbound where i shopped at another Burlington downtown Pgh. I left
  downtown on the P1 around 11:07am outbound to negley & when i tapped the
  farebox it said I had $2.75 left on my card from the fare i put on in the morning &
  charging me $2.75 for another 3 hrs. When i left Market District at 12:13 pm I
  boarded the p68 to go downtown & the fare box charged me $2.50 & i only had a
  $0.25 balance on my card, when i was supposes to not be charged until around
  2:07 pm. When i took the p78 downtown to go both home and back downtown, the
  fare box once again said I only had a 0.25 balance & was hoping maybe something
  was wrong with my card. Until I took a Y outbound to the walmart and it said
  insuffiencient funds. It was so embarrasing have to beg a bus driver for a free ride.
  I was humiliated by the looks of the other passengers faces looking at me as
  someone who didnt want to pay their fair share. So once back downtown from the
  walmart I had to put more money on the card to get home. And when i called
  customer service the next day about this stealing they refused to put the $2.75 back
  on the card, so blatantly stealing leaving me no choice but to deal with it. I am
  asking you to help me rectify this situation with PRT & my connect card number ** **********
  

  PRT determined that this complaint alleged a unique issue with PRT’s service warranting
  a comprehensive response, and PRT investigated the circumstances of the customer’s contacts
  with PRT.
  

  Below are the findings of PRT’s investigation:
  

  PRT’s Customer Service Department (“Customer Service”) searched its records and
  determined that at exactly 8:07:07 AM the customer began using their first three-hour pass (the
  “First Pass”). Customer Service determined that the customer used the First Pass for three rides
  on June 24, 2024 (the rides occurred at approximately 8:32 AM, 8:46 AM, and 9:50 AM).
  Customer Service also determined that, at exactly 11:07:45 AM on June 24, 2024, the
  customer began using their second three-hour pass (the “Second Pass”) and was charged $2.75.
  PRT’s Transportation Technology Department (“Transportation Technology”), which manages
  the fare systems used by PRT, determined that the customer’s 11:07:45 AM ride on June 24, 2024,
  was not covered by the First Pass because the First Pass expired at 11:07:06 AM—thirty-nine
  seconds before the customer’s 11:07:45 AM ride. Therefore, the customer’s 11:07:45 AM on June
  24, 2024, occurred more than three hours after the First Pass’s coverage period, which began upon
  its first use and extended for exactly three (3) hours from its first use, began at 8:07: 07 AM.
  Transportation Technology also determined that the customer used the Second Pass for
  four rides on June 24, 2024 (the rides occurred at approximately 11:52 AM; 12:43 PM; 2:01 PM;
  and 2:47 PM). The customer rode for free at 2:47:09 PM on June 24, 2024. Transportation
  Technology determined that the customer received this free ride because a third-party contractor’s
  technical error extended the Second Pass’s coverage to include the customer’s 2:47 PM ride.
   
  PRT acknowledges that the customer did not expect to pay the charge they incurred at
  11:07:45 AM on June 24, 2024; however, for the reasons above, the charge was properly incurred
  by the customer and was not the result of any error by PRT.
  

  Although the customer did not receive their desired refund of $2.75 for the charge the
  customer incurred at 11:07:45 AM on June 24, 2024, the customer should note that, due to a

  thirdparty vendor’s technical error, was not charged the standard fare—also $2.75—for their ride at
  2:47 PM on June 24, 2024.
  

  PRT regrets that the customer could not use the transit system as anticipated. The customer
  is reminded that PRT’s Customer Service Department (412-442-2000 – Weekdays 6 AM – 7 PM;
  weekends and holidays 8 AM – 4:30 PM) remains the best resource for the customer to address
  future concerns with PRT’s service. The customer is strongly encouraged to communicate directly
  with PRT’s Customer Service Department, which is best equipped to investigate and respond to
  the customer’s issues.
  

  Very truly yours,
  

   Eric *. M****

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I completely reject this because if u look at p68 schedule it is due in east liberty, q stop up from negley at 12:17 pm and when that p78 arrived at negley around 12:20 pm when i scanned my card it charged me an additional $2.50 after it had just charged me $2.75 to ridd on a 3 hour pass at 11:07 am, an hour & 15 minutes prior. If u see the Y driver letting me ride for free then thats the evidence that you did charge me extra b/c after i added the $5.75 to my card in the morning I should have had 2 more passes, not just the "second one". This is not a 3rd party error this is stealing. I have so much documentation from drivers passing me up while Im waiting for the bus at the bus stop or just takimg their own personal detour to pass up my stop completely. Now i dont have any choice but to use my phone instead of my card and i constantly worry is someone gonna snatch my phone while its out or i might leavs it behind on the bus because if i use the connect card prt will steal the money. Did you not see thoss huge boxes i had when i had to wood street station to re load the connect card again. I should have been able to get home off the 3 hour pass, i should have had to pay AGAIN

  
  Regards,
  
  **** *****

• Initial Complaint

  Date:06/21/2024

  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.

  the 51 bus either is 20 minutes late or canceled, almost every single day. we get left outside and are made late to work and are in exteeme heat, and the driver is rude if and when they finally arrive. i pay for a weekly pass and still have to spend money on rideshares because the buses never show up or show up 20 minutes late or longer.

  Business Response

  Date: 07/25/2024

  Dear *** ******:

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business
  Bureau by a customer on or about June 22, 2024.
  

  The complaint as it relates to PRT states the following:
  the 51 bus either is 20 minutes late or canceled, almost every single day. we get left
  outside and are made late to work and are in exteeme heat, and the driver is rude
  if and when they finally arrive. i pay for a weekly pass and still have to spend money
  on rideshares because the buses never show up or show up 20 minutes late or
  longer.
  Disputed Amount: $30.00.
  

  Upon receipt of the notice of the complaint from the Better Business Bureau, PRT
  investigated the circumstances of the customer’s contact with PRT.
  

  Below are PRT’s findings: 
  PRT’s Department of Customer Service (“Customer Service”) could not fully investigate
  the circumstances of this complaint because the complaint omitted the information Customer
  Service requires to conduct a full investigation (i.e., the date(s) and time(s) when the customer
  experienced the delay; and the bus stop(s) where the customer experienced the delay(s)). However,
  even if Customer Service could investigate the circumstances of this complaint, PRT would not
  refund the customer the requested thirty dollars ($30.00). The customer’s fare instrument (a
  weekly pass) was valued at twenty-five ($25.00) dollars, and the customer used the fare instrument
  to pay for twenty-three (23) rides on PRT’s transit system. Therefore, even if Customer Service
  could investigate further and PRT would determine that a refund was appropriate, the customer
  has already received significant amount of value from actively utilizing their weekly pass .
  Additionally, PRT does not generally refund customers due to a bus being late or not showing up
  because many factors outside of PRT’s control can affect normal bus schedules.
  

  PRT’s Transportation Management Personnel (“Transportation”) were also unable to fully
  investigate the circumstances of this complaint because the complaint omitted the information that
  Transportation requires to conduct a full investigation (i.e., the date(s) and time(s) when the
  customer experienced the delay(s); and the bus stop(s) where the customer experienced the
  delay(s)). Therefore, Transportation could not provide further input regarding the alleged delays
  the customer experienced or address the alleged delays’ causes.
  

  In the future, the customer is advised to submit their concerns with PRT’s service by
  directly calling Customer Service, over the telephone, at 412-442-2000 (Weekdays 6:00 AM –
  7:00 PM; weekends and holidays 8:00 AM – 4:30 PM). Customer Service is best positioned to
  help the customer address any future concerns with PRT’s service and explain PRT’s policies and
  practices concerning requested fare instrument refunds. Any further communication by the
  customer with Customer Service regarding the issue addressed in this response should include: (1)
  the name(s) or the identifying number(s) of the bus stop(s) where the delay(s) were experienced;
  (2) the date(s) and time(s) the delay(s) occurred; and (3) the route(s) served by the delayed bus(es).
  

  Very truly yours,
  

  Eric *. M****

• Initial Complaint

  Date:04/22/2024

  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 arrived at the bus stop on wood st & 5th Ave at 8:14 am to catch the 48 to Arlington no bus arrived to go to Arlington until 9:15 am what happened??

  Business Response

  Date: 05/13/2024

  Dear M** ******:

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a
  Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business
  Bureau by a customer on or about April 22, 2024.
  

  The complaint as it relates to PRT states the following:
  

  I arrived at the bus stop on wood st & 5th Ave at 8:15 am to catch the 48 to
  Arlington no bus arrived to go to Arlington until 9:15 am what happened??
  

  Upon receipt of the notice of the complaint from the Better Business Bureau, PRT
  investigated the circumstances of the customer’s contact with PRT.
  

  Below are PRT’s findings:
  
  PRT’s Customer Service Department (“Customer Service”) was asked to investigate the
  customer’s complaint. If a customer contacts Customer Service (by calling 412-442-2000
  weekdays from 6:00 am to 7:00 am, or weekends or holidays from 8:00 am to 4:30 pm) depending
  on the context of the issue the customer is concerned about, Customer Service may be able to
  redirect the customer to alternatives which may allow the customer to arrive at their original
  destination, or at least provide the customer with resources that will help the customer avoid future 
  negative experiences.
  
  In this case, Customer Service was unable to uncover any record of a previous contact with
  the customer and, in fact, was not notified of the customer’s negative experience until a day after
  it occurred via the instant Complaint; and therefore, Customer Service’s ability to attempt to
  address the customer’s concerns in this circumstance was extremely limited, and it was unable to
  attempt to timely respond to the customer’s concerns in response to this complaint.
  

  PRT’s Operation’s Management Personnel (“Operations”) also investigated the
  circumstances of the customer’s complaint. PRT’s only current stop located on a block abutting
  the intersection of Wood Street and Fifth Avenue is bus stop number ****; therefore, Operations
  determined that this is the stop the customer referred to as the bus stop at Wood Street and Fifth
  Avenue. According to PRT’s bus racking systems, the bus scheduled to serve the 48 route arrived
  at bus stop number **** at 8:12 am and discharged multiple passengers. Therefore, the bus
  scheduled to serve the 8:15 am route was not delayed, but rather arrived at bus stop number ****
  slightly earlier than the scheduled time, and the bus that arrived at stop **** at 9:15 am was the
  regularly scheduled bus at that stop for that time.
  

  If this situation recurs the customer is strongly urged to call Customer Service as soon as
  possible at 412-442-2000 (Weekdays 6 am – 7 pm; weekends and holidays 8 am – 4:30 pm). Any
  communication with Customer Service regarding the issues addressed in this response should
  include: (1) the identifying number of the bus stop where the delay was experienced; (2) the date
  and time the delay occurred; and (3) the route served by the delayed bus. Additionally, the
  customer is advised to routinely check PRT’s profile on X (the social media platform formally
  known as “Twitter”), subscribe to text and email alerts on PRT’s website
  (**************************************************************************), or use PRT’s mobile
  platform Ready2Ride to receive the most timely updates on bus service and changes to bus service.
  PRT regrets that the customer was unable to use transit as planned and hopes this response
  will help the customer avoid future difficulties.
  
   Very truly yours,
  

   Eric *. M****

• Initial Complaint

  Date:03/19/2024

  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.

  Pittsburgh regional transit is run by incompetent people. My bus was 20 min late yesterday (58, 3pm, to Oakland), 20 min late today (65, 9:15, to downtown). I called them multiple times over the years: my bus wouldn't stop for me, was late, was early. GPS would dissappear so you couldn't tell where the bus. Once I had to direct driver how to go because he didn't know the route. They'll file a complaint if I push, I'd leave my name and phone, never got a call back. We need completely new management, otherwise it's just public money going down the drain.

  Business Response

  Date: 04/05/2024

  Please allow this correspondence to serve as Port Authority of Allegheny County d/b/a Pittsburgh Regional Transit’s (“PRT’s”) response to the complaint filed with the Better Business Bureau by a customer on or about March 19, 2024.

  The complaint as it relates to PRT states the following:

  Pittsburgh regional transit is run by incompetent people. My bus was 20 min late yesterday (58, 3pm, to Oakland), 20 min late today (65, 9:15, to downtown). I called them multiple times over the years: my bus wouldn't stop for me, was late, was early. GPS would dissappear so you couldn't tell where the bus. Once I had to direct driver how to go because he didn't know the route. They'll file a complaint if I push, I'd leave my name and phone, never got a call back. We need completely new management, otherwise it's just public money going down the drain.

  Upon receipt of the notice of the complaint from the Better Business Bureau, PRT investigated the circumstances of the customer’s contact with PRT.

  Below are PRT’s findings:

  Although the customer omitted what bus tracking technology they experienced difficulties using, PRT’s Department of Intelligent Transportation (“Transportation”) investigated the customer’s claim that the bus tracking technology they used occasionally omitted the global positioning system (GPS) coordinates of buses serving the 58 or 65 routes. PRT’s buses communicate their location to third-party applications through onboard equipment that relays the location information at a standard interval of time. To the extent the customer has experienced buses “disappearing” from a third-party applications’ map, it may be due to issues outside of PRT’s control. For example, a delay of up to two (2) minutes may occur between a bus’s transmission of its GPS information and the display of the bus’s location on the map of a third-party application due to the latency of the transmission. Hardware malfunctions, or geographical obstructions impeding the transmission of information from a bus may also cause a bus to “disappear” from a third-party application’s map. Transportation could not provide more information about the circumstances of the customer’s complaint or take corrective action without knowing the bus stop where the customer experienced their problem or the specific dates when the issue occurred.

  Although the customer did not include the specific bus stop where they have been experiencing delays of buses serving the 58 and 65 routes, PRT’s Operations Management Personnel (“Operations”) were able to uncover some additional information about the delays the customer experienced.

  Operations investigated the customer’s concerns regarding the timeliness of a bus serving the 58 Route around 3:00 pm on March 18, 2024, and the timeliness of a bus serving the 65 Route on March 19, 2024. Operations found that the bus serving Route 58 on March 18, 2024, was delayed by approximately thirteen (13) minutes over the entire span of its service to Route 58 on that date. Operations also found that the bus serving Route 65 at an unspecified time on March 19, 2024, was delayed by approximately ten (10) minutes over the entire span of its service to Route 65 on that date.

  PRT strives to minimize the effect of unpredictable delays in service; however, in this instance, Operations confirmed that both delays above were caused by circumstances beyond PRT’s control (i.e., delay due to changing traffic conditions during the training of a student operator and delay necessary to address an operator’s unexpected medical issue.) Additionally, there is no way to know whether the overall delay in service to Routes 58 and 65 affected the customer without knowing the bus stops where the customer experienced the delays. Therefore, Operations is unable to provide more information about the circumstances of the customer’s complaint or attempt to take further corrective action.

  PRT’s Department of Customer Service (“Customer Service”) investigated the customer’s complaint concurrently with Operations to help uncover as much information as possible to address the customer’s complaint. Customer Service found evidence of a single complaint filed by the customer on October 23, 2023, regarding an asserted delay of a bus serving the 65 Route— records show the complaint was investigated and resolved. No evidence of any additional complaints registered directly with PRT by the customer was found. Therefore, Customer Service was unable to investigate the circumstances of the customer’s complaint further or attempt to take any additional corrective action.

  The customer noted that individual operators may have previously expressed their willingness to file complaints with Customer Service on behalf of the customer. Operators may choose to go beyond their primary job duties to address a customer’s concern with PRT’s services; however, operators are ultimately not responsible for submitting complaints to Customer Service, and operators may justifiably prioritize tasks within the scope of their job duties – which are focused on safe operation of the bus they are operating and the safety of patrons while onboard and entering and existing that bus – rather than logging and submitting a complaint to Customer Service on behalf of a customer.

  In the future, the customer is advised to submit their concerns with PRT’s service directly to PRT by calling Customer Service (412-442-2000 – Weekdays 6 AM – 7 PM; weekends and holidays 8 AM – 4:30 PM). Customer Service is best positioned to help the customer to address any future concerns with PRT’s service. Any communication with Customer Service regarding the issue addressed in this response should include: (1) the name or identifying number of the bus stop where the delay was experienced; (2) the date and time the delay occurred; and (3) the route served by the delayed bus.

  Very truly yours,

  Eric *. M****