Complaints

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

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• 

  COTA

  1600 McKinley Ave Columbus, OH 43222-1002

• 

  COTA

  33 N. High St. Columbus, OH 43215

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:04/03/2023

  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.

  On 3/31/2023, I took the COTA bus to Huntington Bank located on E. Livingston Ave to withdraw $700.00. The time of the transaction was 11:25 AM.
  I then took the COTA bus back home and realized I dropped my wallet (which contains my social security card and birth certificate along with other important documents) on the bus. I immediately called my cousin who then came to pick me up in hopes to find the bus. I then called COTA TRANSIT at 11:55 AM and 12:47 AM to inform them about my situation. They dispatched the bus driver and he responded that he did have my wallet. My and cousin then tried to catch up with the bus but to no avail not able to find it. I called another cousin to help assist me and we went to COTA's Customer Experience Center located at 33 N. High St. and was directed to COTA LOST AND FOUND building at 1330 Fields Ave Columbus, OH 43201 phone number ###-###-#### (no fax number). I spoke with a supervisor by the name of ******. She wrote down my information and what my wallet contained and then she gave me her business card with the same number above. I then asked if she was able to tell me when the driver will end his shift (bus lineup) so that I can get my wallet from him (after all, when he was dispatched he did state that he had my wallet). She told me she does not have that information and since it's a Friday, I will have to wait until Monday 4/3/23. I did so and called but no answer so I left a voicemail. ****** called me back and left me a voicemail saying that she does not have my wallet and she does not know where it is!!!!!!! There needs to be an investigation and the bus driver needs to be fired! I will be pressing charges but would like to expose COTA for their lack of concern about my important documents, and money, and that they are not being truthful!!!!!!!!!

  Business Response

  Date: 04/11/2023

  COTA is not responsible for any lost or stolen articles on any of our vehicles.  However, our Customer Care Lost & Found staff has been working directly with the complaintant since the wallet was lost.  Staff has requested video of the vehicle the customer was on and reviewing all communications in reference to the incident.  We appreciate the customers patience and I can assure you COTA staff is delingently working on this matter.

  Customer Answer

  Date: 04/11/2023

  They have proof of the driver saying he had my wallet. I don't understand why they're not responsible. It is HR's duty to follow up with their employee. Is he still working for COTA? Nothing has been done and the supervisors are taking this serious. They have the driver on camera as well as him confirming that he had my wallet. I am very concerned about identity being stolen. It is not right that they have the proof and refuse to do anything about it.
  
  

  Business Response

  Date: 04/13/2023

  COTA truly understand your concerns with the loss of your wallet and personal information.  COTA has internal processes that we have to follow in situations as this.  Our team will continue to move forward with our investigation and provide you feedback.Your patience is appreciated.

• Initial Complaint

  Date:12/14/2022

  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 was at Livingston and Courtrite Rd waiting for the number 1 towards Reynoldsburg on Dec 14, 2022. I arrived at the stop at appr. 4:45pm. It's 40 degrees w/wind and rain and no shelter at the stop. I waited for 30 minutes. No buses came. They're supposed to run appr. every 15 mins. When I finally saw a bus, there was 2 of them coming. The one that stopped at my stop wouldn't open the boarding doors, but let a passenger off. He motioned toward the bus that was coming behind him telling me to get on that one. That bus never bothered to stop. I had to literally scream at the stopped bus because he was about to pull off. This kind of passenger treatment goes on way to much with drivers on this route. The bus has already stopped to let a passenger off. What's the problem that they can't open the door and let a passenger board? Especially in the weather that I stated above. I'm close to 60 years old. These drivers need to get a grip and if they're stopping to let somebody off, just let the people on that are standing there waiting and have been waiting for 30 minutes or more. I've called and texted many complaints to cota to no avail. I tried to call and text them to this evening. Their phone won't ring and you can't load their website. So I thought I would file a complaint with you guys. Thank you.

  Business Response

  Date: 01/17/2023

  Ms. ******, first and foremost please let me apologize for COTA's late response.  Unfortunately, COTA is experiencing technical difficulties with our software and phone systems due our network being hacked the middle of December.  Our Information Technology (IT) department steadily working to restore our services.  Reading your complaint, I can tell you that the initial bus was instructed to drop off customers only in order to catch up with their scheduled time.  This happens at times, when a bus is extremely behind schedule and there is a following bus in close proximity.  However, this should be explained to the waiting customer.  Our Transportation team will be notified of your complaint so they can monitor the route for customer pass ups and on-time performance.   COTA apologizes for you having this type of experience when trying to use our service.

  Cordially,

  ***** ** *****, Director Customer Service

  Customer Answer

  Date: 01/17/2023

  the issue in the complaint stated that your driver stopped the bus to let a passenger off right in front of me but would not let me board the bus. I had been standing there for almost 30 minutes in the cold and the rain. It is not the passengers fault that the drivers are late on their routes. I think it's a major disservice for Cota to pass up people that literally keep you guys in business. Especially if you're already stopping at a stop to let a passenger off. Just let the people that standing there get on the bus. It's not complicated folks. Thank you
  
  

  Business Response

  Date: 01/18/2023

  I understand your frustration and I am not denying that you were passed up.  I was explaining why sometimes this happens.  When an operator is instructed to just drop off customers and not pick up, it is to try to get the bus back on schedule.  It takes a longer time to board customers and if a bus is close behind this might happen.  I truly apologize for this inconvenience; I have informed our Transportation team so they can monitor the route.  COTA truly appreciates your patronage, and I will be mailing you out two PROMO All Day passes for the inconvenience.  

  Cordially,

  ***** ** *****, Director, Customer Care

  Customer Answer

  Date: 01/19/2023

  You say it takes longer to board passengers than it does to let them off. When the bus stops and opens the boarding and the exit door, what's the problem with the passenger getting on while the other passenger is getting off? I mean the bus is already stopped, already opened both doors, but a new passenger can't get on because that bus is late.. think about it... Does that really make good customer service? I don't think so. Plus the issue of already waiting on that bus because it is behind, but ppl have to wait for the "next bus please". Never mind that it's raining, the wind is blowing and it's 40° outside.  
  
  
  

• Initial Complaint

  Date:11/28/2022

  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.

  I am filing this complaint because I need you to do a truthful review of my account so that I will be able to get my money back. The total due me for overcharging for trips that I did not take I believe I am due $369.56 as a total but I am completely reviewing this as I hope you will do with my account as well. I called 3 weeks back to back to try to get these corrections made on my charges for my not using the services that I was charged for. I took only one way trips from near end of April until May - on the way to work only, no return to get home. Also I agreed to the $5.00 trip charge only but I was not told about the additional **** charge. To resolve this issue: I want this billing problem corrected. I want my refund.

  Business Response

  Date: 12/12/2022

  Thank you for forwarding COTA your request.  For our Quality office to look into your concerns please share the type of service (fixed-route, Mainstream, COTA Plus) you are requesting the refund from.  I have reviewed our database and do not find any requests from you, but as soon as you forward the required information I will forward to the appropriate COTA team to investigate.

  Cordially,

  COTA Customer Care
  

  Customer Answer

  Date: 01/06/2023

  I can not read what the attached part said for it is now large print or bold but I do have daves and amounts.  I do not know how to send it from my phone and I have no one to assist with this process so can I mail it or give it to you over the phone.  I have tried by it has been difficult.

  
  

  Thank you

  
  

  ******** ******* 

  Business Response

  Date: 01/17/2023

  Thank you for forwarding this information to COTA.  I will forward the information provided to our Mobility team for review.

   

  Cordially,

   

  ***** L. *****, Director, Customer Care

  Customer Answer

  Date: 01/27/2023

  Hello BBB,

  
  

      I have not heard from COTA and nothing has been done.  It is hard for me to read any messages you send as I stated before, I can't make your correspondence large enough to read, I have ask that you please send by mail large enough that I can read.  As far as other email or mail nothing.

  
  

  Thank you

  ****** ******* 
  

  
  

• Initial Complaint

  Date:10/20/2022

  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.

  It's 1140pm on Wednesday October 19 2023 and I am a single disabled woman stranded in the extreme cold at the ****** **** at **** Shrock Road because an African American female cota radio center employee ********* purposely was inconvenience me from Cleveland Ave & community center park bus stop.Coach number **** Cmax at 1037pm called the radio station while at the cota stop explained to the woman at the radio station what occurred & he replied from his window they would send me a cota plus bus to pick me up where I was at at bus stop ****. It's after 1105 pm and I am calling the radio station direct number and it goes to voicemail mail and I was already calling after 1020 pm after the 1005pm Cmax wasn't coming to connect me to the cota plus bus before 11pm. I am leaving a voicemail on the cota radio station after 1111pm & before I can append the message the same African American woman radio station woman call back with an attitude asking me why am I not al Cleveland Avenue and community park after she was well aware at 948pm she had me catch the Cmax bus around the corner instead of having the cota plus bus pick me up there to keep me from being further stressed out. ********* kept cutting me of when I was referencing where I was and coach **** told the radio station I was at Shrock and Cleveland Avenue at the ****** **** bus stop. She blamed me and stated I was supposed to be at community park. I explained to her why would I go back there & that was close to 950pm when we spoke and now I am this stop. Next maybe ten minutes after we spoke she send a cota plus bus going in the wrong direction again down Shrock Rd towards Sharon woods Blvd. I call the radio station again and get the same deflective ********* and informed her of what was occurring she stated it was my fault I wasn't where the cota plus bus driver wrongfully went and as I am talking to her a multicolored cota plus bus van passes me by and waits at the Cleveland Ave & shrock rd intersection light she

  Business Response

  Date: 10/26/2022

  Ms. ******, your customer concerns have been received by our Customer Care team and will be distributed to the appropriate departments within COTA to review and address.  Our team will provide you feedback.

  Cordially,

  COTA Customer Care
  

  Customer Answer

  Date: 10/26/2022

  even though I somewhat appreciate the decorum and profession tone that's being utilized in the response but it does not represent nor reflect the service behavior and experience from cota plus bus coach driver 1404 and from the cota radio station Employee or supervisor ********* nor the past experiences I recently had within the last few weeks that have put my life at risk from potentially contracting the flu or pneumonia and almost putting me in a life threatening vulnerable situation where a number 42 driver almost had me get hit by a car crossing a dangerous intersection because he didn't want to drop me off at a safe stop. ********* and the other coach drivers under her directions purposely leaving me in the dark and extreme cold could have put me at risk of contracting pneumonia or getting robbed raped human trafficking or anything of that nature. I believe that ********* has something personally against me and she purposely had me left out in the dark and cold at the bus stop at Cleveland and Shrock avenue before Lauffer because she was being vindictive spiteful or retaliating against me for correcting her and or reinterating what occurred with cmax coach **** at 1037 pm calling the radio station to send a Cota plus coach to pick me up and from our conversation at community park and Cleveland that involved the cota plus app issues the African American customer service rep ** and coach 1404 where he refused to drop me off after 515pm at the same Cleveland Ave and Shrock Road stop but he dropped me off by an abandoned building that was boarded up next to Tim Hortons and I was in the phone with customer service rep ** along with another an African American man bus patron ***** *** or ******* *** and his assigned Westerville cota plus multicolored van driver ( older Caucasian male)for almost 40 minutes because coach driver 1404 whom is African American refused to drop me off at my Destination a safe stop. I later learned ********* was the supervisor ** WAS putting me on hold to speak to and report coach 1404 whom was being argumentative and uncooperative. I experienced within the recent approximate month from African American cota bus drivers hostility attitudes nastiness and prejudice and i do nothing to warrant those type of behaviors and experience as a single female  bus patron from them. In addition ********* working at the radio station left me stranded again on the evening on Tuesday October 25 2022 at the boardwalk and shapter bus stop because she was unwilling to contact a Cota plus bus or any cota coach to pick me up after the app wouldn't book a trip because of the technical problems not recognizing the stop for over twenty minutes prior to me calling the main number and pushing prompt 6 to get the after hour cota radio station around 1030 ish. I seen several buses going past east Dublin Granville in opposite direction and she could have been courteous and accomodating and had any one of those coaches pick me up and took me back to the bus  stop close to my residence. ********* stated  during our conversation on October 25 that all the buses went back downtown for the night. When I caught the cota plus bus with coach number 1403 on Sunday October 23 2022 I had a very pleasant experience he was courteous reliable accommodating and stated he would not leave me stranded on Sunday or late Saturday night October 22 2022. I was informed that the cota plus bus was operating until after 11pm by the African American woman working at the cota radio station on Saturday evening but told otherwise later by *********. COTA PLUS BUS driver 1403 is a friendly Caucasian man that wears glasses that exhibited no hostility prejudice or discriminatory vindictive argumentative behavior towards me but the African American cota plus driver and employess have done. So it's apparent to me they have a personal bias or prejudice towards me when I enter the bus as a patron. 

  
  

  Business Response

  Date: 11/10/2022

  ****** ******, please see the response to your complaint from our Radio Central Superintendent:

  Thank you ****** ____ for sharing your October
  19th experience with Radio Central.  I am the Superintendent and was asked to investigate your concerns.  I have performed a thorough investigation by
  reviewing status of our vehicles, reviewing notes and listening to phone calls.  Listed below are my findings.
  
  During the conversation with you over
  the northbound CMAX, the Radio Central personnel provided you with the
  information.   After providing the information, you asked if
  a COTA//Plus coach picked up at your location. Radio Central personnel informed
  you that COTA//Plus picked up at Cleveland & Community Park and asked you
  to use the app to book the ride. Radio Central personnel explained why you had
  a previous issue with booking a ride and asked you to book the ride and call
  back if you had any issues.  At that time,
  you said “ok”.   When the call was disconnected,
  Radio Central personnel was under the impression you were booking the ride at
  Cleveland & Community Park and personnel sent the On-Demand coach to this
  location. 
  
  Later, Radio Central personnel reached
  out to inform you that the COTA//Plus coach was at Cleveland & Community
  Park and could not locate you.   At that
  point, you stated your location was Cleveland & Schrock.  Our CMAX operator called in, Radio Central
  personnel informed the operator that they were sending an On-Demand coach to
  that location. Radio Central personnel missed that the operator stated their
  location was at Cleveland & Schrock.  Radio Central personnel informed this operator
  that they were going to accommodate the customer this time, but you were out of
  the zone. However, Radio Central personnel  was under the impression you was booking a
  COTA//Plus ride from Cleveland & Community Park.  Radio Central personnel informed you they
  would send the coach to Cleveland & Schrock.  The On-Demand coach arrived at Cleveland &
  Schrock, and this operator knows you,  called back into Radio Central stating they
  could not locate you.  At this time, the
  Radio Central personnel cleared the coach and sent it back to the station.  
  
  After listening to the calls, there
  appears to have been some miscommunication on both sides. Radio Central
  personnel was under the impression that you were booking from Cleveland &
  Community Park, however you rode the CMAX to Cleveland & Schrock.   The
  CMAX operator called into Radio Central, but Radio Central personnel missed your
  location was at (Cleveland & Schrock). The On-Demand coach went to
  Cleveland & Community Park and then Radio Central personnel diverted it to
  Cleveland & Schrock.
  
  I found there were some points that Radio Central personnel cut
  your conversation off, which caused some miscommunication that should have been
  caught, and the coach redirected once again.  I do apologize for this inconvenience, but
  please know I have addressed all issues with personnel to assure there is no
  miscommunication in the future.
  
  I do know that you have asked for a refund,
  unfortunately COTA does not provide monetary refunds.  I did have our Customer Care team review your
  COTA Plus account to provide you a credit, however all your rides with the
  service have been free.  I can forward PROMO
  All Day passes for this inconvenience if you like.  Please let us know.

  Sincerely,
  

   

  Customer Answer

  Date: 11/11/2022

  it's wrong and not accurate. I already at length gave great details of what truthfully and accurately occurred which what happened to me on the evening of October 19 2022 was unacceptable and outrageous where it put my health and life in danger  and it was due to some form of personal bias Retailiation poor personality traits personal character involving dignity and integrity of primarily African American cota coach driverd and Cota radio station employess in picking me me up at the proper stop that ********* told me to go to during our conversation after 946pm. I asked her to send the cota plus bus at Cleveland avenue and Community park and she refused to do such and told me during that conversation I had to catch the CMAX bus( arriving at 1005pm and 1035pm) at the Cleveland Avenue & community  bus stop across the  street( which is not even a full equipped bus stop because there is not a seating area inside the bus shelter for bus patrons to sit in) to transport me to th Cleveland Ave and Shrock road stop. If the cota radio station Employee ********* was professional courteous and didn't inconvenience me the cota plus bus coach driver could have just picked me up per my request at community park and Cleveland Ave and the subsequent events wouldn't have further transpired and there would not even be a need for this better business bureau complaint. COTA plus bus coaches and other cota plus drivers prior to this BBB complaint and during the duration of this complaint have put my body and life at risk before do to negligence and perhaps poor training and education as cota bus operators. As I previously mentioned on the Friday of October 28 2022 a another older African American woman coach driver operating the number 1 going north on high street from the high street and long street bus stop almost caused me serious injury to my right side of my chest and to my right leg because she was being overly dramatic about a inebriated Caucasian male getting off the bus stop at long and high after 810pm on Friday October 28 2022. Even after this drunk Caucasian gentleman was off the bus she almost caused serious injury to my body and was a bit rude to me trying to push the bell for my stop to get off at my bus stop on north high street and 18 avenue. I informed her that I didn't appreciate her almost causing me serious injury to my body and I made frustrating and annoyed comments regarding her behavior and actions of my chest and right knee caps colliding with the poke in the disabled seating area directly across from her. Another incident with an African American woman cota plus coach driver occurred on the Christmas holiday in December 2020 where the woman was rude argumentative and purposely dropped me off at a dangerous intersection at Karl and 161 bus stop right by the rallys fast food restaurant instead of at the safer bus stop at Karl Road and 161 stop  directly Infront of the closed down long John Silver Restaurant. She knew I was a woman with a disability and it was a dangerous intersection crossing that light and she refused in December 2020 to drop me off at my rightful booked bus stop.  I am beyond tired of this unnecessary back and forth and I need to be refunded in cash for my two alternate transportation I had to pay for due to negligence and unprofessional behavior from COTA radio station Employee *********. It should not be my duty blame  responsibility or I shouldn't have had to be out of pocket of money because of the misconduct of cota employees. To properly resolved this matter **** ***** and whomever else is responding to this BBB Complaint can email me regarding sending me a cashier check for my cab fare. COTA needs to hire more ethical knowledgeable compassionate professional cota drivers. Thank You 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/22/2022

  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.

  My transit account *******************. i have been calling cota customer service since my account said Not enough funds which there should be more than enough funds. Customer service for about three or 4 days said it was system error just get on ride your card should be good you paid 31.00 for low income pass. I go down to cota office
  they tell me since i used the card and app its not tracking i need more money on card that not what the call center said. Sameka the super visor wants me to pay more than 31.00 .Cota offers the low income pass but does not want to honor it . you see the transit app and smart card tracks your transit spending history. You can see it on app even when you use card. Sameka supervisor does not help low income people. I will end up paying for my low income bus pass double because customer service neglected to tell me use the card or app but you cant use both but money comes out either way from same account. Cota does not help its customers they dont care especially at the office downtown. Going to argue with you over a simple credit when they know the customer is correct on how much money they I spent. Make it right credit my account shameka cota downtown supervisor. Shameka help the low income people we got to feed our babies.

  Business Response

  Date: 10/06/2022

  Dear Mr. ******, I apologize that you had a bad experience with COTA's Customer Care and Customer Experience Center team members.  Our staff did enter your concerns with the Transit App and receiving the low income program credit.  On September 23, 2022 your concerns were entered into our database and staff reviewed your account and credited your account in the amount of $12 on this day.  Our staff also called you and had to leave a message informing you of our actions.  Please feel free to contact our office at 614/228-1776 if you have further questions concerning this contact.

   

  Cordially,

   

  COTA Customer Care