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Business Profile

Transportation

Rabbit Transit

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 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:01/11/2024

    Type:Product 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 been going to the food bank ( ******* *****). September October and December there was no problem.now November and January there's is.the only day is a wednesday ad rabbit knows this but wants to deny people from going to get this much needed food.all I ask that they get on the schedule to take people to get this benefits

    Business Response

    Date: 01/19/2024

    DATE: 1/19/2024

    rabbittransit has received and reviewed the complaint.

    rabbittransit has encountered staffing shortages, impacting our ability to deliver all trips requested from time to time. On occasions we have stoped taking reservation and sometimes limit new trips to medical appointment only on certain days. Wednesday is our highest volume days, especially medical appointments. We value our riders and understand fully how important mobility is to them. We don’t take lightly the decision to restrict trips.

    As we continue to recruit new drivers, we hope that future restrictions are less prevalent. 

    rabbittransit has an approved trip prioritization policy ranking trip types in three categories: high, medium and low.

    High include Dialysis, radiation, medical appointment, work related trips. Medium is shopping for basic necessities (groceries, pharmacy, banking) and volunteering. Low is recreational and social trips.

    We did visit the ******* ***** website and it appears they have added Thursdays to the distribution list. We are hopeful that the Thursday time will provide the rider with access to food. Please see below. 

  • Initial Complaint

    Date:03/21/2023

    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.
    I scheduled a ride for my mother-in-law to go to an appointment and I was her escort. I checked the website to make sure it was still scheduled and there were two scheduled. A one way and a two way. I only scheduled the two way so I cancelled the one way. The day of the scheduled ride the website still stated they were to come to pick us up and we called to find out why they haven't come. They said it was never scheduled. I have screenshots of the schedule on the website of her pickup and dropoff schedule. On her last pickup to go to an appointment the driver did not wait for me to buckle her in. I was trying to buckle her in while standing and he stomped on the gas. I almost fell and had to sit just to finish buckling her. Then I buckled myself while we were moving. The other person on the bus looked at us wide eyed and scared because they couldn't understand why he did it. He seemed in a hurry.

    Business Response

    Date: 04/25/2023

    Hello,

    In order to investigate this complaint we need the following additional information.

    Date of trip

    Location of trip

    Screen shots of trip in **** ** ****

    Business Response

    Date: 05/22/2023

    Good Afternoon,

    Thank you for providing this additional detail, the ********** application is funded and supported by ******* - they were aware of a "glitch" in the system where some trips did not transition to rabbittransit's CRM (Customer Record management) system. This "glitch" was addressed in a recent update and should no longer be an issue.

     

    Customer Answer

    Date: 05/22/2023

    [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,

    ***************************-*****

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