Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 1st, I discovered that their bus system couldnt properly recognize QR codes, so I requested a refund. Their phone customer service repeatedly hung up the calls, and no one responded to the email inquiries.I requested a refund for the unused balance.

  Business response

  10/21/2024

  Dear *** ****, 

  Thank you for following up on your request for the refund to your fare account. I apologize for any inconvenience this matter may have caused.  I have forwarded your BBB Report with your refund request to Fare Support with a request to follow up and contact you.  I left you voice messages regarding this matter on Friday, October 18, 2024 and and today, 10/21/2024. For direct contact to Fare Support, call ************, option 3. 

  If I can assist you any further, please contact Valley Metro **************** at ************ or ********************************************************. 

  Best regards,

  ****** *****-Pearson 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Valley Metro has been upgrading their system to completely paperless ticketing. I purchased a ticket on 1/10 from the app and did not receive it. I called the Valley Metro office and they said they knew and had over 200 calls about it but I would be refunded. I have not been refunded for the ticket and when I looked in the app, I saw that several other tickets had been purchased on my behalf in the month of November. I did not authorize any of those charges as I was using a paper ticket that I got from my school for the months of October, November and December. I cannot go further in the history then November but Im sure they charged me in October, too. I have reached out to them numerous times about the refund and they all go ignored; Im told they dont issue refunds even in the event a ticket is not issued. I have calculated that they have collected at least $30 worth of tickets that I was not issued; I can provide proof of sale of the tickets I purchased from my school that show they are good for the days Valley Metro claims I bought a ticket from them. The month pass is $32 from my school, so I would have no need to buy individual tickets until 1/09 and 1/10. Furthermore, I have made reports about sexually inappropriate drivers that I feel impact the servicing I receive when I do call.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August ****th 2023 Valley Metros ****************** is CONSISTENTLY LATE and i depend on them to get me to work on time i Depend on the eastbound Light rail into ***** Slated at ******************* coming from 19th avenue and Dunap Lifhtrail Station Valley Metro is Becoming Unreliable and Im tired of the constant miscommunication when accidents happen and them not even saying anything.as well when a train is out out service theres no notification that itll be late and that we may need to use a different platform for detours.as well when i leave my employment and board the ***** train from mill /3rd street headed westbound backnto *******,in the event of ************ Game Valley Metro does not Provide enough trains attacjed for the people who work a job... i have to stand up from ******** and 3rd Street until the passengers goin to the Suns/Diamondbacks game get off.valley metro must do better!

  Business response

  08/17/2023

  Dear ***************************, 

  Ref: BBB Complaint ID: ********

  Thank you for your letting us know of your concerns. Your feedback is important to us and has been forwarded to the ********************* to review and follow up with an email response. I apologize for any inconvenience and appreciate you bringing this matter to my attention.  I do show that you have contacted Valley Metro **************** to file feedback and please continue to do that and our Customer Support Agent will ensure your feedback is submitted.   

  I have reported your feedback under Case Number ******. There is an approximate **** time frame for the investigation including the response. 

  Again I apologize for any inconvenience and appreciate your support of public transit.

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

   

   

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband went on the bus on country club and ********* and he was getting on it and he fell because the driver was moving and didn't let him seat. One time when I got the bus .I fell and we are feeling the fall in our bones . We did a complaint and we ended up getting a lady that was a scamer and the guy was two. We would $400.00 dollars because we are still feeling it in our bones . We don't live in that area anymore. We are recovering from covid because we had covid from people coughing and being too close to us. We are a disabled couple. My wife is in a wheelchair and we need the money back. Because we used bus tickets. Resolution, we want our money back. Thank you

  Business response

  07/26/2023

  Dear ******* and *********************************, 

  I am sorry to hear about your situation and I apologize for the experience you described while riding the bus. Injury claims are handled by  bus company's ********************* *********** Additional information is needed to identify which bus you were on when the incident happened. The place where you got on the bus is served by Transdev (East Valley), so you can contact their ************************** for assistance. The contact person is *************************, and her phone number is ************. Please have the following additional information available to help process your claim: the bus route number, direction of travel, date of incident, time of boarding,  and description of the bus operator, if available, with the incident details describing what happened.   

  Respectfully, 

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

   

   

  Customer response

  08/16/2023

  We would like a settlement from valley metro because my husband and I are still injured.  We would like some money back because we rode the bus all a time. And we got the covid because on the bus that had sick. And the African American driver didn't ask if my husband was okay and when I passed out on the bus too no one even helped me. We would like $600.00 because we rode the bus on country club to brown road and buzz was dangerous we both fell with our groceries and it was in the morning and afternoon. We went to bbb once  before and no one responded to us. And a lady was a scam artist and she only wanted to do $50.00 dollars and that is not enough. 
  We are recovering from covid and we are on oxygen and we are on social security 
  We want them to do something. Thank you. 

  Business response

  08/17/2023

  Reference Complaint ***********

  Thank you for the information that identifies the route, BUZZ.  Your feedback is important and has been forwarded to the appropriate *************** Department  for the Bus Contractor that operates the BUZZ. 

  The *************** representative will review and follow up on your incident report. 

  I apologize for any inconvenience this matter may have caused and appreciate you bringing this matter to my attention.  If further assistance is needed, contact Valley Metro **************** at ************

  to request *************** for the Route BUZZ. 

  Sincerely, 

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

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I was taking the bus to a doctor's *************** the bus was emty just me..and I was in my mobility scooter..I can't walk..the bus driver was being really rude before I boarded the bus .like he didn't want me to board..he made a turn and it thru me out of my scooter seat I landed on the floor it broke my shoulder and cracked my ribs..this happened in the morning around 10:00 am the fire department showed up and said oh your arm isn't broken..your ok I wasn't ok I went to the hospital valley wise on rosenvelt....I could move I sat there for 10 hours I was brutally battered by those doctor's..my arm is still healing..but it still hurts .I go to a pain management doctor.sunpain management .there not very nice to me either .valley wise hospital stold my purse while I was being seen..the police officers all said here here's your purse..and they stold my eye glass holder..and sun pain only gives me one medication for the pain..I need some about the way I'm bei g treated.i contacted the valley metro. Transit..and they told me off about there driver breaki gmy arm

  Business response

  03/07/2023

  
  
  Dear *************************************,
  
  I am sorry to hear of the experiences you that you described.  Based on the route, we give customers the appropriate *************** contact name and phone number to call regarding their incident.  
  
  We would not have your information on file or in our system.
  
   Sincerely,
  
  **************************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just spoke to a valley Metro supervisor for the call center and was confining because my best didn't show up and there was no notice that it was going to be canceled but then I was talking to him about some issues I've had in the past about the driver's calling the police on me and getting me kicked off for no reason and he told me that the driver can keep you off for any reason I said even if he doesn't like me and he said yeah pretty much really that's just isn't that like prejudice because he may not like the way I look at the color I am

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 27th which was a Thursday I was on the bus route 29 heading westbound the bus was already behind schedule which is supposed to go to 93rd Ave that's where it ends that's where I needed to get off the driver stopped at 91st Ave and told me he's taking a break he'll be 5 to 10 minutes well he's not supposed to take his break until after his route is completed but when I tried to call and complain they told me maybe he needed to use the restroom okay well he took 15 minutes to get back on the bus which made me late for where I was going and I filed several complaints on the drivers with this company and I have never had a resolution I've had maybe one phone call back from them just like a month ago I was on the bus and because I expressed my opinion on them kicking another passenger off and I wasn't irate I just said it was wrong I got kicked off the bus with my two small grandchildren and I never got a call on that one the drivers are rude they can kick you off anytime they seem fit even if you're not being irate if you simple the express your opinion something needs to be done because they're not getting back with me and I'm getting very irritated I've had the police called on me to ****** me off the bus for no reason all because I had a health condition and couldn't wear the mask and it stated in their book if you had any health condition you didn't have to wear the mask it's just an ongoing problem with them so I would like in a formal apology from them and a call from the driver's supervisor I believe the bus was 81 03 or ****

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive been taking Valley Metro Services for years. There has always been a constant issue of these buses NEVER being on time , despite what they may tell you on the maps app. The buses are never on time, which is absurd bc they ask us to spend our hard earned money with them but cannot fulfill the simple duty of being on time . When one bus is late, it makes you late for the next bus (if you are taking multiple buses) & ultimately its a trickle effect of tardiness. Which does not sit well w our jobs if that is the destination & most of the time it is. I have reached out to valley metro w this concern and the same Inexcusable behavior remains. This really ***** for the ppl who take the bus bc its as if there is nothing we can do about this unprofessionalism . We just want to wake up or get off work and go, instead we are outside in the scorching heat , playing the waiting game for drivers who are on an air conditioned bus , sitting around the corner playing on their phones bc they arent ready to start their commute or just simply dont respect other individuals time. Its poor customer service and I fear most of us will die from a heat stroke before we can arrive to work on time and go about our day.

*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. ↩