Complaints

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:04/18/2025

  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.

  I got a call from call Ride on Friday about 4 PM from a ******** saying that I would no longer get picked up from My home to go anywhere before 6:30 AM that if I left home, they can only pick me up at 6:30 to 7:02 I can get to work then. I am a DAD rider, I am diabetic, I have seizures and I have vision impairment and I have to start from somewhere from my home when theres five people that stay in my area that has to be at work the same time as I do which they pick up because I ride the bus for at least an hour with them. I made a complaint about why a driver was so late coming to get me one day so in making their call I feel as they were punishing me again because they had taken me off of my route, telling me that they can get me 3 miles from my house pick up to get me to work on time which makes no sense at all. I talked to someone named **** and she said oh I can make an adjustment on your time for two minutes for the driver to get there when the driver got there I was informed that he was waiting on a lot, which was a third of a mile from my house waiting on someone to go to dialysis is so enjoying that. They said that they could not accommodate me from my house to get me to where I was going before the time of 6 AM. I spoke to a manager two months ago. Her name is ********* D and we mapped out a plan and she said yes Miss ******** use your address. They can come and get you from your home Because you are in the radius to be picked up and did that for two months but since I made a complaint about how late that I had got to the property where I was going, then it became a big problem so **** miss ********* **** had ******** to call me and ******** told me hey Miss ******** this is ********. Im calling to tell you, we can no longer pick you up at your house and I said how was that when your manager told me I could be picked up from home. Its baffling to me how they get me to work if I pay regular price but not at my discounted rate due to my medical condition.

  Business Response

  Date: 04/18/2025

  Mrs. ******** I will present you issue to our Call A Ride management staff and follow up with the response.

  Thanks,

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

   

   

  Business Response

  Date: 04/23/2025

  Attached is the reply/resolution from our Call-A-*************** team.

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

  General Manager 

  Bi-State Development Agency

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My car was damaged by Bi-State Development Agency on Saturday 10/12/24 in the evening. They left the card for me to reach them. I have called on Sunday 10/13/24 but due to the weekend could not reach anyone. I called and no one was aware of the Supervisor on the card ***** ********. The *** took my information. A company *** named ******* ******** left me a message. Since then I have left her several and now we are going on a new month. My insurance agent advised me to go get a estimate. I called her a week ago with the information and she still has not returned my call??? So I have no other resource, but to contact outside agencies to get my car fixed. Body Shops are giving dates for ***airs for Jan 2025. If I don't alert someone of the company *** ******* ***** in getting back to me this could go until for an undetermined timeframe.

  Business Response

  Date: 11/04/2024

  I just confirmed that a claim has been filed for this accident. I have asked our claims to Mr. ******* a call as soon as possible.

  ****** *******
  General Manager
  Metro Bus Operations
  Bi-State Development Agency
  ****************************************************************************

  Customer Answer

  Date: 11/07/2024

  To whom it may concern,

  I did finally receive a phone call from a representative *** ****** of the company ***************************** about my incident. He did apologize for the delay which I appreciated. I sent him a copy of my estimate which he forwarded to the original rep ******* ********. She called me today and states my estimate was approved and I am able to move forward with the repairs. Since my initial issue was about starting the process I will consider it resolved pending if there is additional cost aside from the estimate. I was told by ******* ******** in the event the Auto Body shop feels additional repairs are need they would only address the cost with the body shop. I will address that issue if it further becomes unresolved. Regarding my initial complaint "No response about my car damage and needed repairs" I will accept the recent communication from the company reps *** ****** and ******* ******** that I will receive the funds towards starting the process of repairing my vehicle. 

  Thanks for you assistance in this matter,

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

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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.

  I was on the bus and someone hit the back of the bus. The police wasn&#**;t called immediately after the accident. No one was listed as being in the accident and they called Lyft and Uber to transport the bus riders. I stayed around to talk to the supervisor. I went to get the police report and they said H3131323536343033**30H said there was no one on the bus, they didn&#**;t list my name as a passenger on the bus. When I talked to someone at H3131323536343033**30H, they said my name was listed as having an actual claim in with their department but they are hindering me from making a claim with the insurance company. I would like for them to release the information of who actually hit the bus.

  Business Response

  Date: 11/09/2023

  Thank you for bringing this matter to our attention. Allow me some time to follow up with our claims department for a response.

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

  Assistant General Manager

   

  Business Response

  Date: 11/10/2023

  ************************ has a claim with Bi-State and is represented by an attorney.  All communication regarding this claim should go through his attorney.  ************************ spoke with the adjuster on his claim today who advised him of this.   With a claim and potential for future litigation, we are unable to release our internal reports related to this incident.  The adjuster on his claim also advised him of this today.  
  
  The driver of the other vehicle and their insurance information will be listed on the police report.  ********** report is public record and can be secured by ************************ or his attorney directly from the responding police department.  We do not have the police report and have no control over the report drafted by the responding agency.  

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

  Assistant General Manager 

  Metro Bus Operations

   

• Initial Complaint

  Date:10/11/2023

  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.

  As of 09/20/2023 at 9:43am I was picked up by Call a ride. They used a strap to pull the wheel of the chair to get me on the lift. When they were pulling on it half of my chair broke. I have been calling so see when they fix my chair. I have been calling since 09/28/2023. They have not returned any of my calls. I am in a wheel chair and I cannot walk and I need this chair. This is the only chair that fits in my room. I want my chair repaired or pay me for the chair.

  Business Response

  Date: 10/30/2023

  Dear Ms. ********. I apologize for the late response. I will contact our Call-A-Ride managers immediately for a response.

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

  Assistant General Manager

  Business Response

  Date: 10/31/2023

  Ms. ******** has been contacted by Call-A-Ride management. She was able to file her claim with our claims department.

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

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service 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 picked me up today at 7 o'clock this morning, the young man came all the way back on my way and I told him I need to be at an appointment at 9 o'clock. He was supposed to drop me off for my appointment. He dropped me off at a different location and I had to catch a cab home. I paid $2 fare to ride with them. He was getting ready to drop some people off and I informed him that I needed to be at work by 9 o'clock. I told them over and over to pick me up at the rear door of ********* **** **** ******. A couple times I was left and had to catch a cab home. The rep said I should have been dropped off first today.

  Business Response

  Date: 05/18/2023

  Good afternoon,
  
  I spoke to Ms. ******-**** May 15th and apologized for the long ride.  I tried to explain that our internet server is down and has put all of our routes behind. The Dispatchers and Van Operators were making the best decisions that they could in the moment, under the circumstances.  There were 6 passengers on board.  Everyone on board was getting dropped off late. If at that time, you wanted to go back home instead of your scheduled destination, dispatch would have complied after the other 5 passenger were dropped off. You insisted on getting off the van so dispatch allowed the driver to drop you off at **** ******* **, which was 1.5 miles away from your home.
  
  I understand that this was an inconvenience to many of our customers and you get my deepest apologies.  Please rest assure that everyone worked very hard in getting all of our passengers picked up as close to on time as possible. Our biggest concern was that no passenger was overlooked and transported to the correct location.
  
  After a long 7 days our I.T. Department was able to find the problem and now has resolved this issue.  
  
  Sincerely,
  ********* ***** ******** ******* ******* ***** *********** ************ * **** ************************