Complaints

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

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  Metro Transit

  560 6th Ave N Minneapolis, MN 55411-4398

• 

  Metro Transit

  390 Robert Street N Saint Paul, MN 55101

• 

  Metro Transit

  230 5th St. E. Ste. 500 Saint Paul, MN 55101

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:05/16/2024

  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.

  They don't give change on bus pass terminal

  Business Response

  Date: 05/21/2024

  Hi ***** -

  I tried to give you a call around 1:20pm on Tuesday, May 21, 2024, but I received a notification that calls could not be received. Not all of Metro Transit's ticket machines give change, some issue paper credits and there is signage that indicates that. I will send an email to the address provided to try to reach you as I'd like to be able to send you a coupon for a free ride. If I don't receive a response from your email, you can give Metro Transit a call at ************. option 3 for Customer Relations. 

  Thank you,

  ******

• Initial Complaint

  Date:04/13/2023

  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.

  Hello,I was discriminated by a bus driver today 04/13/2023 when I was taking the bus 54 at ***********************/**** St station at 6:02pm. First, I would have to admit my part of mistake for purchasing the wrong ticket. I thought after 6pm would be non-rush hour so I purchased the non-rush other ticket. After showing it to the driver, he first let me go but then he used his microphone, raised his voice, loudly called me back and asked me to purchase the rush-hour ticket. I did what he asked but he didnt refund my non-rush hour ticket back to me. I was fine at that time because I made my mistake first. However, after I got double charged, at the 6th ********** St station, he let a passenger with grey shirt and black pants get on the bus without purchasing any tickets (it was even still rush hour time). Whats more, along the following stations, he let multiple passengers to get onto the bus without tickets. I tried not to think this is an Asian Hate issue. But none of those people who took the rush hour bus for free were Asian. I was the only Asian and I was being targeted by the driver. I am taking this as a serious discrimination issue. I understand that Metro Transit is currently experiencing a shortage of drivers. But I believe all the drivers have to be fully trained on Equity, Diversity, and Inclusion before they start working. I appreciate the convenience that Metro Transit has been providing to the residents but without treating every passenger equally, there is nothing. The bus number is ****, driver number has been included in the complaint that I filed to Metro Transit, and bus stations have been listed above. I would like to get my non-rush hour ticket refunded, more tickets, and have Metro Transit get the driver retrained.

  Business Response

  Date: 04/27/2023

  Dear ***********************,

  Thank you for taking the time to Reach out to Metro Transit regarding your experience on Route 54 on 4/13/23.

  I apologize for the conduct of our bus operator and the poor communication exhibited. I researched our internal records and found that one of my representatives received your feedback and routed this to the driver's manager for review. We have requested the manager to review this incident and to administer the proper discipline and coaching.  In your complaint, you asked for a refund for your mobile app ticket. Further researching this, I found that my representative first attempted to credit your mobile app account. I then see that, after a second conversation with you, we sent you two free ride tickets due to having problems crediting your mobile app account. In addition to crediting your account and sending two free ride tickets, you requested twenty tickets.

  Please feel free to call with any questions and concerns. I can be reached at ************, Opt 3, Monday - Friday from 8:00a to 4:30p.

  Thank you once again for taking the time to report your concerns.

   

  ****************

  Supv. Customer Relations.