ComplaintsforFirst Student

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every morning my son goes outside early to wait for his bus. The bus never comes in the morning to pick him up like it should. Ever since the bus changed from the over crowded bus, the new bus doesn’t pick him up. This problem has caused him to miss many days out of school. The bus number is ***. This is ridiculous and whenever we call the bus company First Student ********** County no one answers or return messages. The tracking app for this company always says the bus arrival time but still never come in the morning like it should.

  Business response

  10/20/2022

  our location manager has been in touch with the parent, she spoke with the parent on 10/4 with a solution for route *** to transport the students on time. Route *** is currently still assisting with route **** Route *** is now assisting with the 2 stops from ****** ***** subdivision for an on-time arrival. Route *** transports the remaining stops listed on route *** with an on-time arrival and no further complaints. 

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Student is contracted with my daughter's school to pick-up her up, deliver her to school and to pick her up from school and deliver her home. The contract requires that buses will have GPS tracking and that the school will have a route exclusive to school. The bus: - Does NOT have GPS - The bus shares a route with another school - Is regularly 45 mins- 1.5 hours late to pick up and cannot pick up daughter in time to deliver to school on time - Is regularly an hour to 1.5 hours late to pick up from school leaving her there to sit in an admins office - First Student does not equip drivers with technology to track the bus or to consistently communicate with dispatch. Dispatch has to call personal cells and guess location if they cannot reach the driver (who should be driving) First Student does not communicate if/when these will be resolved. These are children; they are a transportation company. This is what they do. This is Negligence - a high departure from their promises and with no plan to fix. I'd to talk to a leader in the Corp company to ensure they have a plan and resources to make this right.

  Business response

  09/23/2022

  My Area General Manager Tyfani N*** is in contact with the parent to resolve their complaint.  

  Customer response

  09/23/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ********

   

  - Business has not offered any specific information on solutions to the complaint; they did reach out.

  - I have asked for the buses to be equipped with GPS systems and made available to parents, per the contract.  This has not happened and no date has been offered.

  - Information from company provided more confusion and is in conflict with my direct experience with company

  Example:

  Business said:

  In regards to the GPS and radio issues you described. Our buses are equipped with functioning GPS units and the location is on track to roll out a bus tracking application to the parents. This should significantly help parents with updates on bus location for their students. The location did receive several new buses well after school start. Since receiving the new buses radios have been installed.
  
  My response:
  ... The site's dispatch has told me, on multiple occasions, that the buses do not have GPS OR that they cannot get ahold of the driver to track the location.  They've also told me that the bus was at the school loading when it was 20 minutes away.  Is this a training issue?
  

   

  The company does not yet have a solution on how to remedy the problem and is not familiar with what is actually happening on-ground.  

   

  Business response

  10/10/2022

  Good Morning,
  
                  I am working with the school to ensure that the parent bus tracking app is working fluidly before rollout. At this point I cannot give a firm date but I am hopeful that in two weeks it will be ready to push out to the parents.
  
                  For proactive communication my staff is sending messages between 430-5 am and again around 12 pm each school day on the status of routes. From there any changes that may happen due to a driver either calling out or a no call/no show is communicated as soon as the information comes available. We also work to keep updates going out as plans are made to cover any open routes. There is a lot of fluidity to this process as we are short staffed but we do alert the school as quickly as we can as we react to changes.
  
                  The dispatch team here is doing their upmost to stay ahead of where each bus is at. They are getting better each day as their systems become more established. And as we’ve been able to hire more drivers. We do continue to do training and I will continue to work with them to make sure that we are all putting out the same information and that we are as accurate as we can be at the time. I apologize if there has been any misinformation as the staff works through route coverage and getting answers to parents and schools.
  
                  Several conversations were had over the summer and I was very forthright in explaining the challenges this school year would bring. Any changes that have had to be made as we’ve adjusted operations to provide the best support possible have been communicated early and at multiple levels. I continue to work with the school in order to look at how we can communicate better and provide better service. To include multiple re-routes, tiering, and bringing in additional out of town drivers. Corporate has provided additional drivers from across the country, many leaving their families for weeks to help drive route here, additional staffing help and remote support with communication.
  
                  In the past week the call volume has decreased which has allowed the staff to be more responsive via phone calls. And we do have four phone lines, all manned individually unless there is an emergency that pulls a staff member out. We are also receiving support with email communication so that can be more timely. We will continue to work on bettering our communication with families.
  
                  What will make the biggest impact is hiring drivers. If you wish to help then please share that we are looking for bus drivers and that anyone interested can apply at workatfirst.com. We do provide paid training and will pay for the certifications.

  Customer response

  11/30/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ********

  Problem:
  First Student continues to put my child's well-being in danger. On Nov. 7 my child was delivered to my home 2 hours and 10 minutes after school concluded and I could not track her nor receive accurate information from dispatch. Tracking is INCLUDED in the contract and is still not active. For a national company with significant resources, this is unacceptable. On Nov. 11 my child was delivered to my home at 7:10 - 3 hours and 25 minutes after dismissal. I called the police for help bc, despite calling multiple times, I was not able to connect with a FS employee after 6 pm; only an answering service. At 5:54 I was told by FS that my child was near by (59/Wornall) and by 6:25 still no student. I place two messages with the answering service 15 minutes apart with no response so I called KCPD. According to parents with GPS tracking "on their kids" the driver was so confusted it drove to another state; one of our friend's children threw up. 2.5-3 hours IS TOO LONG TO BE ON A BUS. Tracking is a must; and required by the contract with the school. When will there be trackiing? How can we trust the company to deliver students; they are failing. I'd like to hear from corporate on this matter. The Area General manager, Tyfani N***, made has not been able to resolve any of these issues since my first complaint in September despite being able to reduce the buses from 11 to 5 once the school took over service for its Middle School. The wait times have increased from 20 minutes- 2 hours and 20 minutes. I am considering legal action and have reached out to the State's Attorney General and the State's senators. I'm desperate. I'm child deserves better.
  
  
  Desired Resolution:
  Finish the Job
  

  Business response

  12/07/2022

  The following was sent to the parent on 11/30/22 from my Region Representative, with no response:

   

  ***,
  
                  I received a Better Business Bureau complaint about the late drop off of your student on November 7th and 11th. That was the first week that the new routes started, the drivers were given some time between routes and over the weekend to ‘dry run’ their new route series but the first days did see several issues. We have worked with the drivers to help provide as much guidance as possible to help with consistent drop off times. There was also an issue on November 11th with a spare driver on your student’s route, where the spare driver was unfamiliar with the route and that caused delays. Dispatch and the Location Manager were present and helping the driver through the route.
  
                  There is an answering service that starts picking up the Dispatch line at 7 pm. I have called and verified that they will not begin answering the line until 7 pm.
  
                  With the reduction of routes the route times have been extended due to the increased student load and the location of each of their stops. This was a request made by ********* that First Student complied with. While it did eliminate the two latest routes, 5 and 15, it did cause the other routes to run later than previously scheduled. This was explained and approved by the school.
  
                  The First View bus tracking application, as explained before, has been rebuilt to provide better performance. The roll out is being conducted to the school this week, along with training on how to utilize the application. From there First Student will be working with the school on the best way and time to roll the application out to parents.
  
                  This year has been especially tough with the driver shortage and late addition of the ********* contract, due to the previous provider going out of business. The location has worked hard to find solutions on how to get students to and from school. This has included route reductions, re-routes, route pairing, and bringing in out of town drivers. Unfortunately, each of this solutions brings their own problems and none of them has allowed us to provide consistent on-time service. 

  Customer response

  12/15/2022

  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, reasons for rejection are included below.

  The tracking app should be available by now. It was supposed to be available by the start of the school year and has not been prioritized by the company, First Student, though the regional manager who responded seems to have tried to improve it, which is laudable.

  Additionally, the response included mistruths that appear to sweep the issue "under the rug" or illogical answers.

  From First Student: There was also an issue on November 11th with a spare driver on your student’s route, where the spare driver was unfamiliar with the route and that caused delays. Dispatch and the Location Manager were present and helping the driver through the route. 

  My response: The driver drove to another state. If the team members were present, that would have been prevented. Additionally, the dispatcher I spoke with called me back 15 minutes after speaking with me to confirm my child had been delivered.  She was shocked when I said the child was not home.  It took 10 more minutes for my child to be delivered. The dispatcher didn't know where she was.  

  
  From First Student: There is an answering service that starts picking up the Dispatch line at 7 pm. I have called and verified that they will not begin answering the line until 7 pm.
  
  My response: This is inaccurate; you don't have the correct facts and someone in the company is not telling the truth. I called multiple times on from 6-7 and my calls were only answered by an answering service, further exacerbating the problem and the reason why I called the police.

   

  From First Student: With the reduction of routes the route times have been extended due to the increased student load and the location of each of their stops. This was a request made by ********* that First Student complied with. While it did eliminate the two latest routes, 5 and 15, it did cause the other routes to run later than previously scheduled. This was explained and approved by the school.

  My response:  The school told me in an email that the extended times were not reasonable or expected.  I request proof that the school knew about the extended times. Also, this doesn't make sense.  The number of buses needed were reduced by over half. Why were the loads increased?  A better explanation of this logic should be provided; in particular when First Student is in charge of setting the routes. 

   

  Regards,
  
  *** ********
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the first day of school. My fresh into school twin kindergartners were greeted by the bus pulling up to us. The bus driver didn’t say a word after opening the door. I assumed being ok to help them up the big steps was what I needed to do and he sat there as I was lifting them up each step. He then roceeded to yell and say, “No you cannot get on the bus!” Me with replying “they need help!” He said “I got cameras everywhere you cannot be on the bus!” I said “ sir, this is their first year, they have never been on a school bus, let alone be without someone they do not know, are you serious right now?” He said “I understand but you cannot get on!” This gentleman didn’t even attempt to get up or help me assist my 5 year olds at all! Clearly there should be more than one adult on that bus if you have kindergartners for their first year on a big bus! How can you go from having to be in car seats every time you get in a vehicle to ok have a good day, good luck getting up those big steps, and find a seat to sit down on! Very unsafe for one person, let alone the most important person that is controlling a large vehicle alone, with students that are fresh and so little to safely make sure they are ok on that bus? The bus driver rushed me as well and that was a horrible feeling with zero assistance or guidance for my children or myself to follow! So very unsafe and unprofessional.

  Business response

  09/09/2022

  The complaint has been sent to the location manager to resolve.  I have also requested they let me know their resolution.Tell us why here...

  Business response

  09/14/2022

  My location manager sent the following email on 9/9 with no response from the parent:

   

  *********
  
  Good morning. We received your concerns listed below. We apologize for ***** and ********* experience on their first day of school. You are correct, your children have gone from car seats to a full length bus all in one year. Each year, the elementary schools offer kindergarten orientation. We spoke with Belle V elementary school this morning. They did not offer kindergarten orientation this year. During orientation, the children have the opportunity to explore the school bus for the first time. Yes, getting on a large bus can be scary and intimidating to five year old children.
  
  In October, we are sponsoring Safety Dog assemblies at each of the respective elementary schools. During this assembly, students from kindergarten through second grade have the opportunity to meet with Safety Dog and learn bus safety through positive reinforcement.
  
  Unfortunately, we can not allow our drivers to get out of their seats to assist the children up and down the steps. The driver must be in control of the vehicle for safety reasons at all times. We did have lengthy conversation with our driver regarding his conversation with you. We apologize for any offence. We also cannot allow the general public on the buses beyond the second step from the ground for safety purposes. There have been safety issues in the past that have caused harm to both the students and drivers.
  
  We would like the opportunity to address any additional concerns that you may have. Please contact us at First Student, ************ ext. * for dispatch.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having trouble since the school year started with morning transportation for my 5 yr old. The bus is suppose to come at 7:21. I been outside since 7:04a. The bus (30) route 30 pulls up and I flag it down cause it was gonna drive pass me. The bus driver tells me she’s not doing ELV (Early Learning Village ) right now. I don’t understand her driving past my stop and the bus comes at a certain time , why she wouldn’t be she pick her up. She checks the paper cause I asked what time,& I tell her that this route is fckd up and she closes the doors and drives off. I don’t have transportation for my daughter to get back & forth to school and she leaves. I want something done. This is ridiculous and unprofessional. Euclid transportation (First student)

  Business response

  09/09/2022

  The complaint has been sent to the location manager to resolve.  I have also requested they let me know their resolution.

  Business response

  09/14/2022

  my location manager spoke with the parent she stated this occurred the first week of school. Ms. ***** said everything has been rectified and no further action is needed

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TWO DAYS NOW THE BUS DID NOT STOP. THEY SPED BY. THE APP REGISTERED ARRIVED WHEN THEY WERE BEHIND THE STOP. WE WATCHED THEM DRIVE BY AND WHEN WE CALLED THEY SAID THEY DID STOP AND REFUSED TO TURN AROUND TO PICK UP MY DAUGHTER. TWO DAY. I CALLED EVERY NUMBER POSSIBLE. IVE LEFT FEEDBACK AFTER FEEDBACK ON THEIR WEBSITE. THIS NEEDS TO GET FIXED. MY DAUGHTER CRIES EVERY MORNING SHE MISSES BECAUSE SHE THINKS ITS HER FSULT EVEN IF WE WERE STANDING OUTSIDE FOR 30 MINUTES JUST FOR THE BUS TO ZOOM PAST AND NOT STOP.

  Business response

  09/09/2022

  I have forwarded this complaint to my location for resolution and requested they respond to me with their resolution.

  Business response

  09/14/2022

  from my location manager - As I stated, Mrs. ********* is a former employee who currently lives in a local hotel with the financial support of our school system.  We verified GPS data every time she or Mr. ********* called with their complaint.  We have attempted a stop each day but either no one is there or we are “waved off” by Mr. ********* or another person.  We can also pull video evidence if needed.  I have also alerted the Transportation Director, Jeff W of this issue so it can be investigated by the school district.  The ********* also issued corporate complaints which I addressed.  If you need other information or evidence please let me know. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My child was lost for 45 minutes on Wednesday 8/17/22. I had to reach out to the District Manager of Transportation Linda M******* who spoke to a dispatcher who not only could not reach the drivers but then even told us that my child was not on the bus when the school officials already confirmed she was placed on bus 2 with other children such a Sophia and several others named. Not until we kept challenging the dispatcher, did they remotely attempt to figure out what was going on. Ultimately, she was on bus 2 and her name was not on the driver's route sheet. Drop off was supposed to be 4:06 and they did not confirm my daughter was actually on their bus until 4:53pm, the bus was about 5 minutes away and my daughter was finally home buy 5pm. The most scariest moment of our lives as parents and it's as if these dispatchers could care less. There's clearly no sense of urgency here, it's incredible to me that you would not be able to reach a driver, and the employees seemed totally complacent with telling me they did not have my child when they, in fact, DID. In addition to this no one ever came to pick my child up on Friday 8/19/22 nor today, Monday 8/22/22. I called multiple times with no answer. Linda finally was able to get an update from a dispatcher at 8:53am to find out the bus is running late due to a sub driver, yet pick up was supposed to be 8:36am and at this point I already had to leave my job to take her to school. We are currently afraid to continue using First Student as a safe or reliable means of transportation to school however with them being the only option for public transportation at this time that would force us to take on the burden of jeopardizing our work schedules to accommodate what First Student is lacking to provide us. Instead I’d rather First Student be held accountable for their poor service and provide the parents with additional reassurance that they are responsible enough to do the job

  Business response

  09/09/2022

  I have sent this complaint to our Location to resolve with the parent, have instructed them to send me the resolution to post here.

  Business response

  09/14/2022

  note from my Location Manager - Since this incident I have corresponded with *** ******* via both email and phone. We have made changed to her daughter’s route which helped to stabilize the driver situation on that route which, in turn, stabilized her daughter’s drop times. It has also improved our ability to reach the driver for updates on delays. There are still unavoidable delays (*** ******* is rife with train tracks and construction) but the delays are within reasonable limits and extreme delays are being communicated to the parents. Since the 22nd (Monday after documented incident) I have not been made aware of any issues, and indeed have received correspondence from Mom stating that she was confident enough in the new transportation to put her daughter back on the bus.

  Customer response

  09/15/2022

  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, reasons for rejection are included below.
  

  Good evening,

  I am replying that I am not satisfied with First Student’s response to my situation due to the following reasons: First Student refuses to proactively communicate delays in arrivals/drop offs and places the blame on the District for not relaying messages. Per District Transportation Manager, First Student is not proactively communicating with them neither which is not allowing them the opportunity for relay any such messages. Secondly, the Manager technically never replied to my response to his email when he finally reached out late August 22nd. Although I did speak to him the next day due to the bus arriving over 45min late for pick up and also being late for drop off over 20min, Kurt continued to show his lack of urgency in his profession in our conversation which I have documented below.
  To recap, my daughter was lost on August 17th. It took for me to not only reach out to the District Transportation Manager but also First Student Corporate website as well as BBB to finally get a response from the manager of the Wheeling office, Kurt C******. He finally replied to an email that I sent that morning due to the bus not arriving for pick up per the expectations set by First Student. In his reply he did apologize and essentially placed the blame on the drivers and took no accountability for his dispatchers’ behavior and lack of care in the matter despite my reply asking for such. Additionally, he never replied to that email as well. In the email he “pledged” that the service would improve however according to First Student ********* bus drop off is 4:05p. ******* has yet to been able to be dropped off at quoted time since the start of school and can actually vary anywhere from 4:20-4:40p. This means the expectations being set by First Student are completely inaccurate however they refuse to send some sort of communication to amend the time and just say our drop off time has been updated to say 4:30p based on the patterns of the current route. This is done in other transportation offices and there is no reason why First Student cannot just own the message and proactively communicate the proper expectations to the parents of the children they are caring for.
  

  There was a similar yet slightly different incident that occurred in **** ****** ******* this past Monday, September 12th where there was a mishap with a bus route and a child was placed on the wrong bus and not found until the child was finally returned to the school and finally the mother called to advise of the matter with far too much time past. This also making that parent uncomfortable enough to want to pull her child out the school. This is already too consistent of a possible scenario for children to be lost when merely trying to get their education and parents expecting the upmost care.
  

  I reasonably request that some sort of structure be put in place to require this type of proactive communication from any transportation services exclusive to children. To not do so is pure negligence. I could also ask that Kurt be required to receive some sort of bias/sensitivity/soft skills training if he is going to be in the business of transportation for our children because I never felt so uncomfortable and disrespected for trying to advocate for my daughter and our parent/student rights. No one should ever have to feel like their child is being treated as that of a cable company. Kurt clearly made that comment because I made it known that I am a dispatcher for a cable company which is yet another example of his character and how he is unfit and incompetent he is of being in the position he is in.
  
  Incident 8/23/22:
  As of 4:15pm no bus arrived, I called Linda @D62, she spoke to Kurt @ First Student who paged driver. Initially Kurt said driver stated she was out front however I explained there was not bus outside. Kurt then communicated that the driver was 2 stops away and should be about 8min away. Kurt called 10min later to say driver is outside and I had to re-explain that there was absolutely no bus outside. My husband was able to locate the bus several blocks down the road no where near our address and finally we met with the bus in front of our home. Kurt proceeded to apologized and comment that things are getting better. I explained that the communication is the main part that is lacking, if the right expectation is set then that eliminates the noise in between. He then proceeded to make a joke saying it is better than a two-hour window with the cable company, in which I had to stop him immediately. How dare he compare my child to cable??
  

  Linda M*******, District Transportation Manager, has reached out to Kurt’s manager to continue to try to advocate for proactive communication from First Student as ******** ** has also been having a hard time getting in contact with First Student personnel. Not to mention she has continuously demanded that First Student proactive reach out to her if any issues come about with the routes however the only communication, she has been receiving is from the parents questioning where their children.
  

  Regards,
  
  ***** *******
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First Student ******* ******** ###-###-####. At the beginning of the school year for 2021 - 2022 at ******* **** high school *******, ******** transportation was soppose to be arranged for my children to be picked up, dropped off at school but they slumbered and lethargic so they never arranged it and the safety of my children were at risk they are really physically harming my children and putting them in danger finally after several months my kids were being picked up at school after weeks of exertions from them I finally was able to defend my children with help from ******* **** head of transportation *** ***** ******* ###-###-#### Now my baby girl is going to go to **** ********** ###-###-#### Principal ******* ***** ###-###-####. My baby is 14 she going there to get help, she has a learning disability and suffers from anxiety so she is going to go there because it's a much smaller school to help her be successful in her life career for our country. Now first Student is doing it again it's a disgrace and a downfall on our country that they can't perform their duties to have our children go to and comeback home from school my daughter is petite, skinny and small she looks like a little girl. This is a gross conduct and an act of murder on their part how by putting my daughter in danger to walk that's a 2.47 miles distance by car but I don't have a car and I have informed them several times so they know I don't have a car and she more than qualifies for bus transportation and I cannot walk her there for I am old and brittle and my health is not that great nor my bones I'm 51 going on 52 this fall . And the disrespect to schools staff,children,parents,our county,state and country falls on First Student staff in ******* ******** ###-###-#### all staff has ignored my cry. One woman told me she was going to email me the information and I have not received it. I have registered my daughter weeks ago she soppose to start this Thursday June 9 2022 for summer school.

  Customer response

  06/08/2022

  Consumer contacted BBB to confirm that the issue has been resolved with the business.
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FIRST STUDENT has failed ********** ****** ****** students, specifically my 6 year old daughter. They not only put my daughter on the wrong school bus but also refused to give her transportation AFTER they themselves (First Student) had given me our school bus information. The assistant principal at my daughter's school told me that some buses never showed up with no notices or communication from First Student. Only 1 school bus arrived to the school on time due to an apparent miscommunication between First Student and the school. The information card that I received in the mail from First Student with details of the school bus stop listed incorrect pickup and drop off times. I called First Student and gained clarification, only for them to fail anyway. They have to do better.

  Business response

  06/06/2022

  My location Manager Fred P has reached out to the parent.  Here is his response: " I just got off the phone with ********* *****, the mother of ******** *******. I started the conversation out telling her that I have received her complaint and that I wanted to hear what happened in order to rectify the issue and try to regain her trust in us, transporting her daughter. She stated that last week her child was pulled off a bus and was given wrong the pick up/drop off times, and when she called First Student we were very nonchalant about the whole situation. I first apologized about the frustration that she had to endure when speaking to our dispatch and them not making her feel like a priority. I will speak to our Operations Supervisors to ensure that we put our best foot forward in giving concerned parents the utmost respect and sense of concern when communicating with them. Secondly, I explained to her that the pick up / drop off times that she received in the mail come from *** transportation and that we, First Student, are the vendor that executes the routes, they do the routing.

  
  After speaking to the driver of the route, he said that the school (***** **********) put the child on the wrong bus this past Thursday (6/2/2022) which caused the frustration."   Our location manager has also let the mother know the correct pick up/drop off information for her daughter's route.  ** ***** was satisfied with his phone call and the explanations.

  Customer response

  06/06/2022

  ****** ******** *******
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory for now. 
  
  
  Regards,
  
  
  ********* *****
  

  Customer response

  06/10/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ********* *****

  I decided to allow First Student yet another opportunity to properly serve my school aged daughter, to which they failed... again. June 8th 2022, my 6 year old daughter's elementary school teacher called me to "clarify" whether my daughter was to be a bus rider or a car rider. My daughter should be a bus rider, but because I cannot depend on nor trust First Student, she rides the school bus to school (because surely the driver can actually get to the school) and I pick her up in the afternoon. On the 8th, I waited at the bus stop while the tracking app on my cell phone suggested that the bus would be there "on time" at 4:09pm. 4:09 came and went with no school bus, no further updates through the app nor any communication with First Student. At 4:18pm I called First Student to find out where my daughter was. I was on hold before I remembered that I gave my daughter a cell phone FOR THESE EXACT CIRCUMSTANCES. I hung up with First Student (after being on hold for 4 minutes and 58 seconds) and called my daughter's cell phone. I heard an adult voice in the background, to which I asked my daughter to give the phone to the bus driver (the voice was the bus driver). The bus driver gave me her location and I drove to pick my daughter up from a location that was not her bus stop, and was actually about 1 mile from where the bus stop actually should have been. I saw the bus pass by (substitute driver AND alternative bus) and she never slowed down, hesitated, put yellow nor red lights on or anything at all when she approached the intersection at the bus stop. These circumstances are troublesome because we went through the same situation June 2nd only my daughter didn't have her phone that day so unfortunately, I was at the mercy of First Student and again we were treated with no dignity or significance. August 2021 we had the same circumstances, to which First Student showed no concern or facilitated any changes. This is my 2nd BBB complaint against First Student in 7 days.
  
  
  Desired Outcome:
  Policy changes, protocol modification, employee demotion or termination depending on who is responsible for these ongoing fixable problems.
  

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first student bus company has a driver that is speeding driving reckless, talking very bad to the students. 2 children have been hurt do to him speeding around a bend the students fell out of their seat. I have made several complaints and nothing is being done. On Thursday someone called the police due to him speeding and driving reckless and moments later his back tires came completely off and hit another vehicle. My son said he was going very fast and didn't slow down for a speed bump and that's when it happened. This happened on their way to school. I never got notifie until he got home to tell me and I seen it on the news. They sent the same bus driver back to pick them up and take them home. I'm very upset my son is terrified I am no longer sending him to school due to this driver. If you have any suggestions that may help me please contact me. The bus number is a611 Mr. ****** is his name and my son is in propel Montour elementary school. Thank you. ******* ****** 4*********

  Business response

  02/02/2022

  Our Senior Location Manager has spoken to the parent and this has been resolved.

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