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Business Profile

Bus Lines

Capital Area Transit

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In late March I arranged for veterans transport to the ******* VA center for the morning of April 5th. On April 4th, I visited the *** office on Cameron ** to verify the time and location for pickup. I was told it would be between 7 and 7:30 at my house. At 7:10 on the 5th, I went outside to wait. At 8:05, I called *** customer service to find out where my transportation was. After spending ********************************* the queue, I was able to talk with someone. They told me I the van was running late and I would be the next person to be picked up and should expect it in the next 10 minutes. The van finally showed up at 8:55. The driver told me I had only appeared on his roster 10 minutes earlier with a pickup time of 9:10, ten minutes after I was scheduled to be at the center. I would like *** transit to be more forthcoming with scheduling rides for veterans so we don't have to worry about missing or rescheduling appointments. I have been told by the driver, the other passenger, and other veterans that this is a regular problem with the veterans transport service.

    Business Response

    Date: 06/12/2024

    I apologize for the delay in our response.  We have had some recent turnover and I have been assigned to handle these types of incidents. We attempted to contact the complainant shortly after this incident as he lodged a complaint with us with no success.  Our response in this matter is that during the time the incident occurred, the Authority very short on Operators along with a very heavy workload.  The complainant is a ********** resident for the trip to the ******* VA.  On the day of the incident, we also had a client in ********************, (approximately 1 hours away), scheduled to be transported to the ******* VA as well.  Due to the shortage of Operators on that day, the trip for the complainant was sitting idol in the system because there was no driver available to accommodate his timeframe.  The trip was manually assigned to the Operator transporting the ************* client, however that Operator was already on his way to ************* to pick up that client, so the complainant was not picked up until that Operator returned from ************* so both clients could be transported together.  We sincerely apologize for the delay and have since been able to hire additional Operators which should alleviate issues like this one in the future.

    Customer Answer

    Date: 06/12/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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,

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

Capital Area Transit is NOT a BBB Accredited Business.

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