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:11/26/2024

  Type:Order 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.

  My Wife and I rented the CDTA car on Sunday 11/24. We rent the car to bring our daughter to her mom in Catskill. We have our two sons in the car for these trips and we don't smoke. On Monday 11/25, we were charged a $100 smoking fee. We have been renting the car since it was available in Cohoes over two years ago. We know the rules of the rental and follow them. My wife was told we are being charged because the CDTA uses "good faith" with what other customers report.

  Business Response

  Date: 12/14/2024

  To Whom It May Concern: Thank you for reaching out regarding the above complaint. The DRIVE program’s member and fleet services are handled by our vendor, ******** *********** ********** *****, who maintains all communications with customers of the service. *** owns and is responsible for customers' operation of their vehicles and maintains a member terms and conditions. We suggest that the complaint be directed to them at [email protected]. Please reassign this case accordingly. Our understanding of the situation is that the member was fined according to *** program policies outlined in the terms of service. Their members have the opportunity to dispute fees or fines. In this case it appears the review was conducted, and the fine was upheld following discussion with the member. Specifically, it is a members’ duty to report if the vehicle smelled of smoke before their use of the service, and the member did not do so. The member was informed of this by *** staff but upon further review, they reduced half of the fine. 

• Initial Complaint

  Date:10/30/2024

  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.

  The local bus company REFUSES to follow any sort of schedule, leaving its customers high and dry, missing appointments and showing up late for work. The app they tout is woefully inaccurate causing lost wages, money and time. As we know (and cdta ignores) this public transit supports traditionally underserved communities. cdta cut bus lines this summer citing less usage by college students, when they are not the largest group of bus users. They have intentionally cut services to this community. Its pathetic and disgusting.

  Business Response

  Date: 11/06/2024

  Dear Ms. *****,Thank you for reaching out to
  share your concerns. At CDTA, we are committed to providing reliable,
  accessible, and equitable transit service to all members of our community, and
  we apologize for any inconvenience or frustration you have experienced. We understand that service
  reliability and accurate information are crucial for our riders, especially for
  those who depend on our services daily. We all love technology and the
  convenience it brings, but we know that technology is not always perfect. We
  have experienced some technical difficulties recently with our app and worked
  with our vendor and other technology partners to correct it. Regarding the summer route
  adjustments, these changes are made every year to match service with demand and
  provide the best service we can to our customers. They are reinstated at the
  end of the summer. We recognize that every change, even seasonal in nature,
  affects our riders. We continuously evaluate service needs and explore ways to
  best support our customers. We appreciate your feedback,
  as it is vital in helping us improve our services. If you have additional
  feedback or would like to discuss these issues further, please feel free to
  reach out to us directly. Thank you- CDTA Management-Brian

• Initial Complaint

  Date:07/19/2024

  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.

  STAR is over reliant on using AI to make their schedules for them, people are constantly bumped off reservations and are late for work and appointments, sometimes the AI-generated schedule will tell the driver to drive right past the place where someone needs to be dropped off and some drivers will refuse to go against what the schedule says, one driver refused to let me out of the vehicle in the parking lot of the place where I needed to be dropped off because she insisted on dropping me off at the exact location the GPS said which appeared to be faulty and leading to a non-existent location

  Business Response

  Date: 07/26/2024

  Dear Better Business Bureau,Thank you for bringing Mr. **** *****'s
  concerns to our attention. We value our customers' feedback and are committed
  to providing the highest level of service through our STAR program.We sincerely apologize for the inconveniences
  Mr. ***** has experienced. The use of ******* program in our scheduling system
  is intended to enhance efficiency and reliability; however, we understand that
  it may not always operate flawlessly. We take Mr. *****'s complaint seriously
  and would like to address the issues raised:Over-reliance on Scheduling: While ******* technology assists in optimizing
  routes and schedules, we do not depend solely on it. We are actively
  working to ensure that our system is complemented by human scheduler
  oversight to minimize any scheduling errors or disruptions to our
  customers' plans.Reservation Bumping and
  Delays: We apologize for any instances where customers have
  been bumped off reservations or experienced delays. We are reviewing our
  scheduling and customer service protocols to prevent such occurrences and
  ensure timely transportation for all passengers.Route Inaccuracies: We
  acknowledge the concern about the operators following the schedule causing
  to miss drop-off points. This is not acceptable, and we are investigating
  the accuracy of our GPS and routing systems. Additionally, we are
  reinforcing training for our drivers to prioritize customer needs and use
  their discretion in such situations.Driver Adherence to
  Faulty GPS Directions: We are taking steps to ensure that our drivers are
  empowered to use common sense and prioritize customer safety and
  convenience over strict adherence to potentially incorrect GPS
  instructions.We appreciate Mr. *****'s patience and
  understanding as we work to address these issues. We are dedicated to enhancing
  our service and ensuring a positive experience for all STAR customers. Should
  Mr. ***** has any further concerns or require additional assistance, we
  encourage him to contact our customer service team directly.Thank you for your attention to this matter.Brian M G****CDTA Superintendent Safety Operations

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  This is honestly a build up of multiple issues that have the same core problem. CDTA has no respect for their customers, their time, or money.
  
  First major incident took place 9/26/2023 ( Ref# ***** ) when the bus bypassed the station without stopping. I filed a complaint and was told a supervisor would reach out to me in 10 business days. I never received the call.
  
  Ref# *****, another similar incident took place. I did not record the exact date but it happened within a week or two. Again, called customer service to file the complaint, was promised I would receive a call by a supervisor. Never received the call.
  
  10/30/2023 ( Ref# ***** ) - Another incident. At this point, I am annoyed and demanded a call back from a supervisor. I had to pay for an **** every time these buses just pass by because the next bus isn't until half an hour later (these buses do not arrive within 10 or even 15 minutes which would be less of an issue) and I cannot be late for work. I told him about me not receiving calls from my previous incidences and the representative I was talking to was not apologetic at all and simply told me, he will put the request in but he cannot force his supervisors to call me. After 2-3 times of me reaching out, a supervisor was finally able to call me just to tell me he can't do anything for me. I requested to speak to someone that can actually do something, he said he would have HIS supervisors call me. They did not.
  
  Today (6/3), I call asking for the location of a bus because the GPS was not working on my app. I was told the bus broke down. What good is an app if it isn't going to notify these issues? At this point, it is 15 mins after the bus was supposed to arrive and I am being told that I just needed to wait for the next bus (30 mins away)- which I cannot do because I would be late for work. So now I have to pay for an ****. As my **** arrives, what do I see? My bus. 20 minutes late. I asked to talk to a supervisor today. Did not receive any calls.

  Business Response

  Date: 06/07/2024

  Thank you for bringing these
  concerns to our attention. We sincerely apologize for the inconvenience and
  frustration you have experienced with our services. We value our customers and
  strive to provide reliable and timely transportation, and it is clear that we
  have not met those expectations in your case.Regarding the incidents you
  mentioned, we regret the lack of communication and follow-up from our team.
  Your feedback highlights areas where we need to improve, and we are committed
  to addressing these issues. Here is a breakdown of our response:Incident
  on 9/26/2023 (Ref# *****): We apologize for the bus
  bypassing the station and the lack of a timely follow-up. This is not
  reflective of our standards, and we are taking steps to ensure such
  incidents are promptly addressed in the future.Subsequent
  Incident (Ref# *****): We acknowledge that a similar issue occurred shortly
  after the first incident. Our records show that a complaint was filed, and
  we failed to provide a follow-up call as promised. We are reviewing our
  processes to ensure better accountability and timely responses from our
  supervisors.Incident
  on 10/30/2023 (Ref# *****): We understand your
  frustration with having to repeatedly follow up on your complaints and the
  unsatisfactory response from our representative. We are reinforcing
  training with our customer service team to ensure they handle such
  situations with more empathy and effectiveness.GPS and
  App Issues (6/3/2024): We recognize the importance of accurate and timely
  information through our app. The delay and the misinformation about the
  bus breaking down are unacceptable. We are working on improving our
  technology to provide real-time updates and prevent such discrepancies.To address your concerns
  moving forward:We are
  enhancing our communication protocols to ensure timely and effective
  follow-ups on complaints.We are
  reviewing our bus schedules and driver performance to minimize instances
  of buses bypassing stops.We are
  upgrading our GPS and app systems to provide more accurate and reliable
  information to our users.We are
  re-training our customer service team to handle complaints with the
  urgency and empathy they deserve.We understand that these
  steps do not change your past experiences, but we hope they demonstrate our
  commitment to improving our services. We appreciate your patience and
  understanding as we work to make these improvements. Please feel free to reach
  out directly to our customer service manager at [contact information] for any
  further assistance or to discuss your concerns in more detail.Thank you for giving
  us the opportunity to address these issues. Your feedback is invaluable in
  helping us provide better service to all our customers

  Customer Answer

  Date: 06/09/2024

  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, details of the offer I reviewed appear below.
  
  You mentioned that to address my concerns, you would be enhancing your communication protocols. I don't know if you noticed, but my initial issue with your lack of communication and follow up was from almost a year ago. This is across MULTIPLE instances. And I am still waiting for a response from the complaint I have just filed last month. There was no follow up a year ago and there is still no follow up last month. I understand that I am not the first nor only customer who has this issue with the company and I do not see this improving in the future.As for my most recent issue:The lacking GPS and notification system of your app aside, the main issue is that your customer service team provided me with the wrong information causing me to spend money out of my pocket in order to make up for the service that you lack. Your service, that I have already paid for. There is no and has not been any demonstration on your end to improve your services. My complaints started from a year ago and these are multiple instances in which I asked for a follow up and was provided none. Instances that I could not list in its entirety due to the character limit. And again, I must emphasize, that my most recent issue has still NOT been followed up. 
  Regards,
  
  ******* **** 

• Initial Complaint

  Date:03/03/2024

  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.

  I ride with this company and I am constantly dragged all over before I get to my destination. Instead of dropping me off. I am very upset as this company does things unfairly. I need to see my ailing mother and this cuts my time seeing her. I am her Healthcare Proxy and her power of Attorney. Please do something about this
  Horrible service when this happens. I shouldn't be charged when this happens

  Business Response

  Date: 03/04/2024

  Dear
  Ms. *****,Thank
  you for reaching out to us regarding your experience with CDTA STAR. We are
  sorry to hear about the challenges you have faced during your rides, especially
  when time is of the essence in visiting your ailing mother.We
  understand the importance of reliable transportation, particularly for
  individuals in your situation, and we strive to provide a service that meets
  your needs. While CDTA STAR is a shared ride service that typically does not
  guarantee direct routes, we acknowledge that your experiences have fallen short
  of our standards.To
  address your concerns and improve your future experiences, we will review our
  current practices and work to minimize unnecessary detours and delays in your
  rides. Please accept two complimentary STAR tickets for your inconvenience. Please
  accept our sincerest apologies for any inconvenience you have experienced, and
  we appreciate your feedback as it helps us enhance our services. If you have
  any further concerns or if there is anything else we can do to assist you,
  please do not hesitate to contact us directly.Thank
  you for choosing CDTA STAR.Sincerely,Alton
  M***-Superintendent of STAR Flexible Services

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Buses in downtown Albany constantly stop in and block crosswalks, which prevents people from crossing the street safely. The buses should be stopping before the crosswalk, so people can still cross the street, or pull forward enough, so they are not blocking the crosswalk. This seems like a common sense deal, and it is a safety issue, as people have to walk out of the crosswalk to cross the street, or wait for the next cycle of lights to go through. I reached out to CDTA via a contact us form on their website, and not only have I heard nothing back at all, but I received an automated email with a link to the complaint that does not work. The email and link say: The results of this submission may be viewed at: ********************************************************************************** When I click on the link I receive a message that states Access Denied. You are not authorized to access this page...so why would they send me the link? This company or organization appears to have multiple bad business practices.

  Business Response

  Date: 11/13/2023

  Dear Mr. *********, Thank you for bringing your concerns regarding the bus operations in downtown Albany to our attention. We sincerely apologize for any inconvenience you may have experienced and appreciate your patience as we address this matter. We understand the importance of public safety and the need for our buses to adhere to traffic regulations, including proper stopping procedures at crosswalks. We take your feedback seriously, and we are committed to resolving this issue promptly. Regarding your experience with our online contact form and the link provided, we apologize for any confusion or frustration caused by the inaccessible submission results. We will investigate this matter to ensure that our communication channels are functioning properly and that such issues are promptly resolved. To expedite the resolution process, could you please provide additional details such as the specific locations, dates, and times where you observed buses blocking crosswalks? This information will help us pinpoint areas of concern and take appropriate corrective actions. Your input is invaluable in helping us improve our services and ensure the safety and convenience of our passengers and the community. We assure you that your concerns will be shared with the appropriate department, and we will take proactive measures to address the identified issues. If you have any further information or questions, please feel free to contact us directly at ************ to file a complaint. We appreciate your understanding and cooperation as we work to enhance our services and maintain a positive impact on the community. Thank you for your commitment to safety and for bringing this matter to our attention. Sincerely, Brian M *****
  
  Superintendent Safety Operations

  Customer Answer

  Date: 11/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. CDTA is requesting more information which I will provide, however it was also provided in my original complaint to CDTA, which has still Never been addressed or responded to, other than the automated email which contains an invalid link. The specific date I filed a complaint, and noticed multiple busses stopped in multiple crosswalks was 10/24/2023 around 4:15pm on ********** **** and ***** *** The crosswalks on ***** Street in the screenshot provided are all Yield to Pedestrian crosswalks was well.  
  
  Regards, 
  
  ***** *********

• Initial Complaint

  Date:07/15/2023

  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.

  On July 14 2023 at approximate 8:50am I called CDTA’s customer service and requested a **** bus. They informed me a **** bus would be available in 4 minutes. I told them Id be at the bus stop in front of ******* ****** Mall on Central Ave. Well a **** bus apparently pulled in in the parking lot behind the bus stop. They did not even stop and wait. The driver didnt see me right away because he went to the wrong location and he just drove off and cancelled my ride and marked me as a no show. When i tried to call back to get another **** bus they told me I would have to wait awhile because I was a no show. Then the customer service agent put me on neverending hold while he was supposedly scheduling me another ****. I eventually got frustrated and hung up and had to find an alternative way of transportation. Subsequently I was over a half hour late to work. For compensation I would like the negligible driver written up, possibly terminated and I feel for my anguish I deserve a free half fare 30 day bus pass Id like to be able to go to my local CDTA sales ****** and redeem and load on my navigator card

  Business Response

  Date: 07/17/2023

  We reviewed this compliant in our software for the **** service from July 14th and do not have any records of rides being booked, cancelled, or marked no show for this customer

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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.

  CDTA IRIDE Is The Main Occupants of this complaint. I DID NOT RECEIVE ANY handbook for the program there are no things that states ANY FEES IN THE GUIDELINES they Have minimal instructions and minimal things stating what would necessarily be charged for what situations. SO THIS PLACE IS TRYING TO CHARGE MY CARD RIGHT AFTER I PAY FOR SOMETHING WITH BEING ON THE PHONE WITH THEM ITS LIKE THEY SAY PAY THIS AND I GO TO PAY IT AND ITS ALWAYS AN ATTEMPT FOR A DIFFERENT CHARGE RIGHT AFTER. i believe some times i be right in the way of getting scammed it’s i feel it’s very sketchy & UNSAFE . when you do not pay they suspend your account until you do pay .

  Business Response

  Date: 03/29/2023

  Good morning.    Based on the documents you included in your complaint, it appears that transactions form ****** (the system that runs the CDTA DRIVE program) were disables, therefore not allowing the accrued charges to be processed.   This lack of payment resulted in your membership being suspended.  the rules nd regulations of the program, including fees for usage and payment are included in your membership  agreement as well as during your membership orientation. I hope this information helps and ew look forward to your continued membership with the CDTA DRIVE car share service 

• Initial Complaint

  Date:12/23/2022

  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.

  I recently spent $30.00 of cdta Star tickets on 12/12/22 and I still haven’t received them. I have called cdta and was transferred to their sales department and have left a message explaining this issue. It has been a few days and I haven’t heard from them at all.

  Business Response

  Date: 12/28/2022

  We mailed a book of STAR tickets to the customer on 11/9/22. Apparently, the customer never received the tickets. CDTA will mail another book of STAR tickets to the customer on 12/29/22.

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards, 
  
  ***** ******

• Initial Complaint

  Date:12/19/2022

  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 am a CDTA rider, i solely rely on CDTA buses to go work, home and errands as i have a chronic health situation i am currently not driving or owning a car. in the last 2 months (since i move to my new apartment) Bus 22 has been cancelled at least 8 times for morning times . We the people; old, low income or have a medical situation have called CDTA on these incidences several times, other than saying 'cancelled they wont provide a solution or take precautions to stop this reoccurring. waiting in the cold or being late to work or being strained is not something a human being deserves. i want them to take precautions whatever it is to stop cancelling the busses. if we have to take bus it means we are already somewhat miserable there is no need to make us more miserable . thank you

  Business Response

  Date: 01/11/2023

  Hi Ms. ******-Thank you for taking the time to express your concern and experience while using CDTA service. We understand your frustration when you are expecting a bus to arrive, and it does not. We can assure you that cutting service is not an action that we want to take but at times are forced to make this tough decision based on resources available. We are experiencing workforce issues, just like many other businesses, which can lead to
  service disruptions from time to time. CDTA is working proactively to address workforce issues, service interruptions and how best to enhance customer experience.Thank you for being a valued customer and we hope this experience will not deter you from riding with us. You can always call our customer service center at ###-###-#### for additional service information or to help plan your trip.Happy New Year and warmest regards-Jaime K****CDTA Director of Corporate Communications