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Business Profile

Bus Lines

NAIPTA

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Complaint type

  • Initial Complaint

    Date:04/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 April 1st, I used the paratransit provided by Mountain Line. As I was getting on the bus from **************************, **** (the driver) failed to assist me getting on the bus. Normally, drivers will assist by loading you on the ramp and pulling a person on a wheelchair to a spot on the bus to latch and secure the wheelchair for transport. **** just watched me, until he made the remark that my wheels on the wheel chair were bent. Prior to getting on the bus, my wheels were not bent. If they were, I would have had a hard time getting around the hospital. My wheels were bent from the moment i got on the ramp to when **** locked the wheelchair in. I do not appreciate **** and others telling me that I damaged the wheels on my own. I did not bend the wheels. It had to have happened when **** latched me in. Prior to getting home, I took pictures and called Mountain Line Paratransit to file a complaint. ******* from the NAIPTA office came to my apartment to look at the wheelchair and ask questions. I did not hear from her until 4/22 when I had to call her to check on the status. She then stated that she came to the conclusion that I damaged the wheels on my wheelchair on my own.I would not purposely damage my wheelchair. This wheelchair was the only means of transportation for me as an assistive device. I am just hoping that the company takes some accountability and may also replace the damaged wheelchair.

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