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Business Profile

Transportation

Access

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:04/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 gave Access 100.00 for future use for senior transportation. When I called to schedule, they said to call Air Star Transportation. I tried to call Air Star at 8:00 am when they open to arrange a two way ride to my doctor's appointment on Monday, April 22nd at 1:15. They didn't answer the phone and I was on hold for over an hour. Air Star called me in the evening that day and said I should've called Access. I missed my appointment I have about $70.00 balance left. I am not going to use either company because they both are so bad. This is awful for seniors and I'm getting extremely aggravated. I want my money back and please look into this for other seniors. I'm not going to use either company again. Help, please,

    Business Response

    Date: 05/06/2024

    A refund request requires that the individual complete a form. We called *** * to confirm her address to send the refund form,. and also reviewed her options if she is told there are  not trip times available, She was provided with the name of a customer service agent dedicated to assisting her any time she is unnable to book a ride. After the conversation. ** * decided to forgo the refund and drop the reqeust and complaint. She understands she can get a full refund at any time by compelting the refund request form and sending it to ACCESS. 

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 have been using Access Transportation for 40 years, with about 200 trips in a given year. This week, they have banned me from using their service for the following reason. On August 9, I booked a trip to UPMC Mercy Vision Institute at 1622 Locust St. Pittsburgh, PA 15219. I was told they had to drop me off at 1400 Locust St. and have an escort push my wheelchair two blocks to the building. They told me this because the brand-new fancy building had a overhang too low that their vehicles couldn't fit under it. The security guard at Mercy told them to let me off at the corner of the driveway of a secondary side street and the Access driver took exception to that, insisting I go to 1400, despite what security said. The following morning, they banned me from using Access until 8/24. They told me that I have to write a letter to them saying I understand I have to get off at 1400 Locust St. I am not writing them a letter when they are in the wrong. I called the downtown Access office and Denise, a supervisor, hung up on me. It sickens me because I cannot use other vehicles due to my wheelchair usage, nor could I afford Lyft or Uber. zTrip only has one wheelchair vehicle and they don't use it that often and it is also too pricey. I am on a fixed income.

    Business Response

    Date: 08/31/2023

    To Whom it May Concern: 
    The customer in question was never "banned" from using ACCESS. One of her accounts was temporarily end dated for two weeks, but she was able to continue to use the service for any trip.

    The temporary suspension of the single account was due to her seriously disruptive behavior at the destination which delayed the vehicle's departure and caused late pickups for other passengers. The temporary suspension of that one specific account ended on 8/23/23. 


    The situation for pickups and drop offs at Mercy Pavilion was established by UPMC. They have plenty of staff on hand available to assist individuals to and from the facility to their appointments from the location that ACCESS has been asked to use for pickups and drop offs. 


    The customer is welcome to use ACCESS for any trip, but she must understand that pickup and drop off locations at many facilities are not decided by ACCESS, but are dictated by property owners or environmental or architectural conditions. 

    Sincerely, 
    Lindsey S**** Community Liaison 


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