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Business Profile

Transit Lines

Token Transit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transit Lines.

Complaints

This profile includes complaints for Token Transit's headquarters and its corporate-owned locations. To view all corporate locations, see

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Token Transit has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing this report because I purchased ********************************************************************************* place called fare capping. I was supposed to recieve an automatic upgrade to a monthly pass which did not come. The support agent who assisted me said that they are supposed to make note of all activations and put it towards the cost of the monthly pass. Instead I had to buy another 20 dollar bus pass and I still have not recieved any automatic upgrade. My emails are ignored.

      Business Response

      Date: 06/10/2024

      Token Transit responded to the individual on Monday June 10th after they submitted more information to us on Friday June 8th. We have refunded their Monthly pass and provided a complimentary pass. We have also provided a complimentary Month pass to the individual.

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello I purchased a Token Transit 10 ride pass in approx. August 25, 2023. I stopped riding for a few months and drove to work. Approx. January 2024 i started back using the bus. When i tried using the passes that i had available it would not let me us the pass. It indicated that the pass cannot be used until Dec. 31, 2024 at 11:59pm. When i purchased the passes their was not any indication that the passes expire. So i called to at least get a refund or an exchange to the new type of passes. This is what i was told "Case Number: ******* Good afternoon,Thank you for your inquiry. Token Transit passes had to be used by December 31, 2023. They are no longer being accepted and we cannot offer any form of refund for unused passes. We apologize for any inconvenience.Thank you. Regards,***************************". I work hard for my money and I don't have the extra money to give a cooperation who continue to change the passes that they use. This is not my fault.

      Business Response

      Date: 03/27/2024

      Hello,

      Thank you for your message and we apologize for your experience. Xpress (the transit agency) sent multiple communications to riders to alert them that they are no longer accepting Token Transit passes (please see attached). Riders can contact them directly to receive replacement passes with their new ticketing provider. We alerted you of this when you inquired (see attached).

      However, since you were unable to receive a refund or replacement passes directly from Xpress, we have issued a refund of $25 to the payment method used to purchase the passes. You can view the refund receipt under "History" in the Token Transit app. It may take 7-10 days for your refund to be processed through your bank. Please reach out directly if you have not received it.

      Thanks,

      Token Transit

    • Initial Complaint

      Date:01/23/2024

      Type:Product Issues
      Status:
      Answered
      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 purchased a 31 day bus pass on 1/8/24 through the mobile ********* its inaccessible for me to use.I have written several emails to no avail.The last correspondence was that it was in my account.I dont see it anywhere and when I tried to email them to tell them I could not find it Im just being ignored.

      Business Response

      Date: 02/09/2024

      We have refunded the customer's purchase of $63. We had provided guidance multiple times on how to find their transit pass but they were not responding to our support tickets asking for more information. They did not request a refund from us but we would have been happy to do so. The customer has been alerted of the refund.

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