ComplaintsforTransdev North America, Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I booked a ride a week in advance with this company through ********. They outsource EVERY ride they send and are unavailable to provide feedback. YOu can't reach anyone in this company. The ride was supposed to come between 1:02 pm and 1:38 pm. Earlier in the day, I texted with the driver and told them I was being released at 1:30 pm. They said it was okay. At 1:45 pm, they text me and say they are 30 minutes away, making them 37 minutes late. If i were 10 minutes late, they are allowed to abandon me. I was just discharged from an overnight stay from surgery and he was tells me he had another ride at 1:30 pm - the same exact time he was supposed to pick me up. That's not fair and that's not right.He shouldn't be double booked like that. I am sick and recovering from surgery. I almost got put back in the hospital because he upset me so much and my vitals became unstable. I had to call an **** and pay for it myself. I want them to reimburse me for my **** and I want this driver and his company terminated. They abandoned me so they could make a few extra bucks. They should not be able to do that. I am entitled to this service. Transdev does this all the time. They don't care if you get picked up or not. I am filing a complaint with my state representative so they will file a complaint with ***************, who contracts with Transdev. Transdev is s******* people over every day and they refuse to answer their phones locally. I am sick and I am hurt and I am poor. They no showed today and then I had to pay out of pocket to get home.

  

  Business response

  10/08/2024

  This complaint has been researched, but we have not been able to reach the member, we have tried twice and will continue to attempt to reach member. We'd be happy to discuss the details of the situation with this member, but have not been able to reach the. Our contact information and internal record number are provided below for any follow up.

  Feedback record 9309 - colorado (ecolane.com)

  
  Elise Fatora
  Job Title: Quality Assurance Analyst
  Department: Transdev Health Solutions
  Tel: (303) 398-2146
  Elise.Fatora@transdev.com
  
  Transdev U.S.
  2775 S Vallejo St. 
  Englewood, Co 80110
  Tel: (855) 489-4999 
  www.TransdevNA.com  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transdev Transportation my return pick up time is scheduled for 509PM on 9/11/24 and night dispatcher ****** stated that driver was outside for 30 minutes which she lied. and i would like to have the no show removed. They like no showing customers. They wondered why they dont have drivers. But i want to be compensated for having to take home **** and im handicapped with cane and i was on time because when i came downstairs it was only 505pm. i dont get off work till 5pm i am not about to get off work at 4pm or 430 pm to please no **** transdev transportation and there driver still wont be on time no way. Sorry but ****** definitely needs to know how to speak to customers or dont answer the phone let someone else take that position over. Thank You its a problem over there. They had ****** he is gone and he was the manager and now her and im sure she is not the Night manager cause if she is smh. Well i uploaded my **** receipt i dont want a refund back.

  

  Business response

  09/26/2024

  Transdev has researched and called the customer several times, but was unable to connect. The email below was send to the complainant as a follow up...

  ---

  Dear Ms. ******************** complaint to the Better Business Bureau regarding your trip on the LANta *********** on 9/11/24 was forwarded to me for investigation.
  
  I have reviewed information available for the trip and spoken with the dispatcher.  I did try to reach out to you this week on Monday, Tuesday and Wednesday and left messages.
  
  I also notified the LANta Van operations center of your complaint regarding this trip.  Consideration for rescinding of a no show should be directed to them. You may contact them at **************
  
  LANta Van has policies regarding trip operations.  This is available to you in *********************** Ride Guide.  For your trip on 9/11 and the no show that occurred is covered in the "Vehicle Arrival" section listed on pages 8-9 and covers the requirements on both the rider(s) and the service provider.
  
  If you do not have a copy of the guide, you can access it at:
  **************************************************************************************;
  
  In review of your complaint, I see that the trip was a subscription trip with LANta from ****** Valley Network (***) on **************, **********  It is automatically scheduled into the trip system, so you do not have to make individual bookings.  The trip had a final negotiated time of 5:09PM , which was used to create the subscription trip.  This would result in a trip window for the driver to arrive between 4:54PM and 5:24PM (15-minute window before and after the 5:09 negotiated time).  
  
  LANta *********** uses a 5-minute wait time for the vans while in that 15-minute window at a pickup before an operator can request a no-show from dispatch.  LANta Van also requires operators to go to the exterior door at each passenger pick up. 
  
  On 9/11/24 you had a round trip to *** and your home.  Your morning trip on run 527 picked you up several minutes early and dropped you off at the *** at 07:07AM, four minutes later then requested.  
  
  Your return trip on run 714 was operated by a veteran operator who has over 2 years of service with us and over 9 years of experience operating for ***** *********** with the previous provider.
  
  Run 714 arrived at the **************************** (*************) Allentown at 4:54PM. This would be 4 minutes too early for the window, but the operator had three other riders from previous pick-*** on board and was traveling at normal speed in traffic to this rider's pick up.
  
  Though the operator arrived 4 minutes early, consideration for a possible no show did not include these 4 minutes.   The clock for consideration of a no show did not begin until your trip window opened at 4:54PM. 
  
  Upon arrival, the operator secured the vehicle and walked to the ***'s main entrance which was in view of the parked van and found the entrance doors locked, appearing to be closed.  The operator and dispatcher were in communication via two-way radio.  Before issuing a no-show for the trip, the dispatcher attempted to reach you by telephone and got no answer.  
  
  At 5:05PM the driver advised the dispatcher that you had not yet come out of ***,  a no-show for the trip was issued at 5:06 PM and the driver was directed to continue his run.  This would have been a wait time of 12 minutes after the trip window opened. 
  
  The dispatcher reported you called after the van departed to check the status of your trip and became ***et when she was told that the vehicle was there and that her trip was no showed when she did not come out.  She indicated that you became angry and did not believe her when she advised that the van had been there.    The dispatcher confirmed on the computer that the vehicle was at the correct location and had waited at least 5 minutes after the trip window opened before directing the driver to move on.  
  
  Please remember that in the case of a no show for a return trip, you may ask to re-book the trip with LANta Van.  This is covered in *********************** Ride Guide at the top of page 9.  
  
  I have reviewed the trips and the auto vehicle locator "pings" that indicate the vehicles' location at a point in time.  My review finds that the vehicle was at the main entrance of the facility at 4:50-5:06PM.  With the start of the window being 4:54PM and the vehicle remaining on site until 5:06PM the vehicle waited 12 minutes with the window opening before a no show of the trip was logged and the driver departed.
  
  In your complaint you indicate that you do not finish work until 5PM and then must travel downstairs using a cane to the main entrance to meet the driver.  With the window on your trip starting at 4:54PM, it is likely that this may occur again.  I will ask the team at ***** to contact you regarding the time on your trip and discuss a time on the trip that would match your end of work time with allowance to get down to the vehicle or you may reach out to them at the same number listed above to discuss this with them.
  
  Robert *********,
  Manager
  Transdev 
  1423 S. 12th St.
  *********, *******; 18103
  ************************************************************************************
  ********************************

   

  Customer response

  09/26/2024

   
  Complaint: 22273871
  
  I am rejecting this response because: On the account of the ********************** drivers not arriving on time on multiple days. I'm forced to take **** and I want to be reimbursed for all the days I'm enclosing my receipts for having to get home from transdev leaving me stranded. Either by gift card or something I don't care but this has to stop. But I do want my MONEY BACK IN RETURN.
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/14/2024

  Hello-

  We have thoroughly researched and responded to the complaint in question, but would be happy to research any additional trips. Unfortunately, the trip in question from the complaint is not eligible for a refund. If there are different trips we need to check on, we just need to the specific trip details to conduct this research. You can let us know the details of any unsatisfactory trip, for research and follow up, by calling directly at **************. 

  Thanks,

  Transdev

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father went to the *********, ** location, he has been left waiting for a ride for 3-4 hours after when they said they would get him three times now within the month. This past time, his blood sugar crashed waiting after dialysis and he had to have people give him sugar to fix it. UNACCEPTABLE. He needs to get home within a certain time, this past time, they never even came so i had to drop where i was to go get him. What makes it even worse is i called and left a message to the supervisor and they NEVER called me back. This company is A JOKE.

  

  Business response

  06/03/2024

  From: ************************ <**************************************************> 
  Sent: Thursday, May 30, 2024 9:52 AM
  To: ************************* <**********************************************>; ************************ <*******************************************>; ************************ <**************************************************>
  Subject: RE: Complaint to the Better Business Bureau
  
  Good Morning,
  
  This has been resolved in September. She also complained directly to the company which went to **** who followed up with me. I had left her a message in which she returned my call and we talked it through. I do not recall the specifics of the conversation but recall talking to her because after the call she viewed my Linkedin profile. It looks like no follow-up was ever provided to BBB or who would have received their initial complaint to be able to do so. See attached
  
  ***********************
  General Manager | **************;55847 / 55853
  4524 S. 13th Street
  *******************
  Office: ************** Cell : **************
  **************************************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  we had a ride to get to my dr on 8/28/2023 and in 6 7 or 8 pm i called sed no ride at all now dr calling to ask were am i i need to get to dr ever time i book this is not right at all not fair way handling this i get thsi ever time when call i can explaine more

  

  Business response

  05/30/2024

  In review of the reported circumstance on 8/28/2023 in the below BBB Report we were able identify what transpired and believe it has already been resolved. 

  The member called into report their discontent with the lack of transportation to an appointment on 8/28/2023. During Supervisor Call Backs ************************* returned the members call at 3:59pm. The member did not answer the phone but ****** did leave a voicemail requesting them to call back. On 8/29/2023 the members son returned ******* call. During this call the son and ****** spoke. ****** confirmed that they were working on securing transportation. ****** offered to return their call by the end of the day to provide them with an update on who would transport them. ****** made an attempt to contact the member but did not reach them again leaving a voicemail. On 8/30/2023 the member returned ******* call. In this call ****** confirmed that a provider had been assigned and shared that Compassionate Medical would be their provider. She shared this with both the son and the member during this call. At the time of the call the member and the members son were pleased with the resolution as they had experienced quality transportation with Compassionate Medical in a previous trip. The pick up information was provided which met their expectations for their transportation needs for their next trip scheduled on 8/31/2023. ****** confirmed with the member that Compassionate Medical would be their provider for the remaining trips scheduled in their standing ride request. All parties were satisfied with the resolution at the conclusion of the call. The call center team took swift action to ensure the members transportation needs were met. They identified the concern, kept the member informed as it progressed, and provided a solution that ensured equitable transportation was provided.

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩