Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite calls to MARTA **************** and visiting the ********************** **************** Desk at *********************************************************, I have still not received a refund for MARTA cards purchased and not received at the MARTA kiosk at the ****************************************************************** location on June 19, 2024. This was brought immediately to the attention of the MARTA Station Agents on duty when the issue occurred. A MARTA Station Agent quickly revealed that there had been a problem that very day with the MARTA kiosk machines not issuing the plastic Breeze cards. She indicated that a Rep came out to "fix" the problem earlier, and then stated, "Obviously the problem is still occurring". As a point of fact, the MARTA Station Agent pointed out that the Rep again returned by pointing to the Rep as he moved toward one of the MARTA kiosk machines while she and I were speaking. The MARTA Station Agent provided me with a BREEZE Card Transaction Inquiry form to fill out. Once I filled out the form, she reviewed it, signed it, and instructed me to return it to the **************** Center at ********** the following day. I returned to ********** the very next day, provided my paperwork, and was told rather rudely I might add, that I had to wait three to four weeks for a refund. I still am waiting for the refund. This experience has been extremely disappointing. I would like to know why despite the millions of tax dollars spent on renovations to the MARTA Airport Station would something as fundamental as working kiosk machines be overlooked. The greater Atlanta Community deserves better!

  Business response

  07/25/2024

   

  I attempted to reach ****************** Thursday, 7/25/24 at 3:57 PM.  I left a voice message with my direct contact information, requesting that she return my call.  

  Thanks,

  ***********************
  MARTA
  Manager of Customer Services 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been taking the Xpress bus for about a month and have had THE WORST experiences. Not only is there a malfunction with the fare and the bus colllecting more money than what is posted, but the drivers also have a horrible habit of turning off their GPS, making it extremely difficult as a consumer to plan my trips. Additionally, I have had a bus just not show at all, this is documented through Xpress and also occurred while on the phone with customer service where they ACTIVELY watched the bus disappear from the grid. Not only did the company do nothing to help, but left me stranded in a downtown area I am unfamiliar with. This risked my safety and my confidence with the company. On a separate occasion, a driver was over an hour late and spent 10 minutes complaining to me how its not his route and he is filling in for a call off he even went as far as to tell me my job will understand, VERY unprofessional! I am extremely disappointed and will continue to push this situation because I do not think this is a good way to conduct BUSINESS for a BUSINESS crowd. I spoke to a MARTA representative today that has verified that Xpress has had NUMEROUS complaints about over charging and glitches regarding fare and rates for almost a year+ now, i am asking for a reimbursement of my funds that have been overcharged along with some sort of call or reconciliation on why the drivers do not utilize their GPS as required for app purposes.

  Business response

  07/19/2024

  I spoke with ******************** 7/19/24.  She feels she has been overcharged for the past month or so and is requesting a refund of $60.  I advised that I will do some research on our end and follow back up with her on Monday afternoon (7/22/24), to which she agreed.  

  ***********************,

  MARTA Customer Service

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bus nbr 856 and 865 are never on time and more than often never show up!!! As a result I get points taken from being late which can result in my termination at my company GOODWILL. I have filed complaints with MARTA numerous times to have the route monitored which to no avail. Not only that, at the ************************ the buses park in the wrong parking spaces causing passengers to get on the wrong bus. Also having the bus say out of service when its in service causing the passenger not to know which bus they are on! I dont want excuses about the contruction of 5 points and other locations, because its been this way for years and I am sick of it!!! As a result I had to beg for rides, hike or use uber or lyft money I did not have so I cannot get anymore points against me at work!!!!I want my breeze card credited for $100 for the 100 times throughout the years I had this problem and money I did not have to spend for uber or lyft There are a few others that will be filing complaints that ride the same route so MARTA can expect more of the same complaints we are sick of it!!!! And we pay taxes.

  Business response

  07/03/2024

  Good afternoon: 

  I spoke with ************** Wednesday, 7/3 at 2:30 PM.  She clarified and provided more information on the issues that she was experiencing with bus routes 856 and 865.  I advised that I would open an investigation and follow up with her once I receive a response from the garage.  ************** was in agreement. 

  Thanks,

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/28 I attempted to catch blue shuttle to ************** waited from 4:45 p. To 6:15 pm and asked other bus drivers no bus ever showed up even when a other bus driver said blue circular is due very disappointed, did not go to game trying to avoid parking.

  Business response

  07/02/2024

  Good afternoon - 

  I contacted ************ at 4:52 on 7/2/24 to advise that the bus he referenced in his complaint is not a MARTA operated bus. The Blue Circular is a shuttle that transport fans attending Braves baseball games to the ballpark, and is operated by one of our regional partners, CobbLinc.  

  ************ did not answer, but I did provide my direct contact number is case he had additional questions.  

  Thanks,

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

  Manager, Customer Services

  Customer response

  07/03/2024

   
  Complaint: 21918395
  
  I am rejecting this response because:the complaint needs to be s
  
  Sincerely,
  
  ************************* to the responsible party.

  Business response

  07/08/2024

   

  I spoke with ************ Monday, July 8, 2024, at 12:36 PM.  I reiterated that the Blue Circular bus that he referred to in his complaint is not operated by MARTA, but by a regional service, CobbLinc.  I asked if he would like their contact information so that he could speak with them directly he declined stating, "it's over and done with, nothing we can do about it now."  He thanked me for calling and disconnected the call.  

  Respectfully,

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

  MARTA Customer Service

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

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Came to Atlanta for a one week class. I downloaded the Breeze app and purchased the fare for the Marta train to the facility. Unfortunately, I "fat fingered" when typing in the numbers and accidentally purchased $90 worth of fare. I was able to use the ** code in the app to use the train to go to ***************** but when I arrived, the app stopped working. The scanners would not read my ** code and would not let me exit the station. I was able to find someone to let me out. When returning to the airport, I was not able to use the app again. Had to buy another ticket from the kiosk. I contacted them to get a refund of the money as I will not be returning here for years or ever again. I explained that their app does not work. They told me that they could not refund my money only transfer it to a breeze card. I would like a refund as I will never use it again.

  Business response

  06/17/2024

  A refund was completed by MARTA ******** Services on June 17, 2024 and the customer was contacted regarding the resolution to his concern.

  Customer response

  06/18/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was in Marta station and asked the 1st Marta employee of I could use the restroom (they have attendants that are supposed to open the door) there was a sign in front that stated it was closed but the 1st Marta representative stated it was not, so as I approached the door a young lady was coming out and the heavy door slammed shut behind her. There was a second Marta attendant standing a few feet away letting men in the men's restroom, so I said excuse me sir can you please open the bathroom door back and he immediately, loudly and rudely point to the sign and said can't you read the bathroom is closed. I then said wait a minute sir and was trying to explain what the 1st attendant said but apparently he's either had a bad day or he's so use to the drunks, mentally unstable and homeless that he wasn't trying to hear anything I was saying, he was loud talking and rude and was saying you can't read the sign the bathroom is closed, All the while loud and rude. When I asked him his name he decided to walk away but this is after all the yelling and loud talking he was doing. Since he wouldn't give his name I have photos and asked a coworker what company they came through. She stated that she came through Vector but she wasn't sure about him. I'm writing a complaint and sending it to *************** and anyone else I can forward the letter to. It was clear that this Marta employee feels he can do whatever he wants and not be held accountable. Wrong! I am sure whatever company he obtained his position through didn't hire thinking he behaves in such a loud and disrespectful manner. You could clearly tell that he assumes he can get away with it. I will write and file complaints with everyone from the director of Marta *************** to the Vice President if I have to. He will be held accountable.

  Business response

  05/13/2024

   

  I made several attempts to reach ****************** this afternoon - Monday May13, 2024, at 9***********, and ************.  I left messages at both numbers with my direct contact information.  I will try again on 5/14/24.  

  Best regards,

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

  Manager, Customer Services

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 29, 2024 I called MARTA customer service to inform them that my plastic MARTA fare card was 'not found' on their website to validate funds available. I work for the federal government and had not travelled to Atlanta since Covid. I now am travelling to ATL on a regular basis. The MARTA supervisor, ************ told me that this card was no longer used by MARTA. I told her that MARTA did NOT inform me via email or phone call that this card was going to become obsolete. I asked ************ what I should do with the plastic card, since it is now obsolete. She said to destroy the card, so I did. I asked her to transfer the remaining funds (approx. $20 to my memory) to the new MARTA phone app account I established under my phone number. She said she likely could do that, and had to run it by her supervisor and 'would call me back the next day'. I never heard back. Two weeks later, I called MARTA ***************** and was told that a supervisor would call me back. They never called. I called again a week later, and another representative told me that there are no notes on my account profile to provide this happened. Again a supervisor was to call me back. No call came. I called again on Mar 18, and was able to talk to ************. She said her supervisor would have to approve $20 being loaded onto my MARTA app account. Her limit was $5. He was to call me back on Mar 19th. He did not call. This is a lot of time and effort in order to recover the ~***** I already paid MARTA and had on the former card (which MARTA told me to destroy). I expect MARTA to load the $20 and inform me it is done.

  Business response

  04/02/2024

  Good afternoon:

  I spoke with ********************** on 3/25/24.  I agreed to apply eight (8) trips to his ****** mobile app to cover what he believes was the remaining balance on his old ****** card.  Issue is resolved.  

   

  Regards,

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

  Manager, Customer Service

  Customer response

  04/03/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** at the ********************** is virtually non-existent. I've made multiple attempts to address the issue of my stolen fare, but to my frustration, they have all been in vain. I even had two conversations with **************, whose contact number is ************, and despite my efforts, he never returned my calls or successfully resolved my problem. The subpar customer service and malfunctioning machinery have severely impacted my ability to enjoy the amenities of my own city. I would like this addressed and I would like for my issues to be made whole!

  Business response

  10/18/2023

  ******************,

  This issue was given to me to handle, and when I last made an inquiry credit had been applied to your account.  I apologize if I missed something.  Please advise what additional credit is due to you so that I can look into it on Thursday morning.  I will give you a call by the afternoon of 10/19.  Again, I apologize for any misstep on my part, but want to resolve it tomorrow.  I look forward to speaking with you. 

   

  Thanks,

  ******

  ************  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a resident of Atlanta area. I'm moving a lot 8 years ago. Never have I met such cruel people in my liyeah interpretation of customer service. Is all out of watch 250 to get on a Marta bus by the dollar to get dropped off at the next 2 sdoes? Your bus drivers really had a right to do that.. During the pandemic, I didn't receive a stimulus check. Nor did I receive an appointment but upon arrival in Atlanta. I worked I worked my a** off to know that I can't get no assistance. In the middle of a 100 degree, weather from one bus stop to the next is uncalled for and they wonder why people die and they freeze in analysis and rather be homeless. Rather than ask for help. I'm my only child I love both of my parents over 20 years ago, I'm 45 years old. I'm a strong will able body individual person but if I ask for help. Why can't I help ******? I mean? I got all this money and you're still can't help. Nobody get anywhere very alone this for a *****. I'll got with this train ride and bus system. You're got to do better if a person can't get to work. How are they supposed to make ends me? If a person can get from point a to b who's on the *** finals. You see these people everyday. ********************* and these buses, but 1 day they don't have it. You're not there to help, ******. Does a 1/2 weekly promo for their reliable customers? And none of that s*** I mean, if they felt like that. Don't you think we deserve bogos? Some people pay a hundred dollars a week to get to working back and as far as this passenger's pants are the *****, I think your driver should have some kind of money out of their check involved towards paying for also Because they are the ones who's drivinot the passengers. We can't control the gears only the driver can. So why is it coming out of a pocket? I interested in being raised?Marta marta ya can be boycotyeah I'll can be strike against. We as a lunarist can and we'll do that. Walk back-and-forth to work data before we could do it again. Guess what you're not be made in example. Show appreciation cause you are not. Confirmation is a part of understand it and what's understood doesn't have to be at screen

  Business response

  09/26/2023

  Hi ****************,

  I attempted to reach you by phone yesterday and again today but received your voicemail both times.  I would very much like to hear your concerns and attempt to resolve them.  I will also email you at the address provided.   Please return my call at ************ or respond to my email.  I look forward to hearing from you.  

  Best regards,

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

  Manager, Customer Services

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bus schedule is not being followed and multiple times I have been left stranded in the streets because the bus simply did not show up. This instance is for the 11:40 p.m. bus 50 from north Ave.

  Business response

  09/18/2023

  I attempted to reach ************** by phone and received his voicemail.  I left a message with my direct contact number, but still waiting on his return call.  I will attempt to reach him again by phone as well as email.  

  Thanks,

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

  Manager, Customer Services

  Customer response

  09/18/2023

   
  Complaint: 20580978
  
  I am rejecting this response because:

  I would like a full refund for 7 day pass or a ticket with trips that would suffice for a refund. A refund is absolutely necessary because MARTA is consistently not fully operational forcing me to spend my savings on taxi rides and/or Lyft or Uber when I should have been able to catch the scheduled bus ride, only to find last minute cancellations and no shows.
  
  Sincerely,
  
  ***********************

  Business response

  09/26/2023

  **************,

  I attempted to call you yesterday (9/25/23) and sent another email to that we can discuss your concerns.  In order for me to consider any restitution I need to speak with you so that I can have a full understanding of your concerns.  Please return my call at ************.  Thank you.

  Regards,

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

  Manager, Customer Services

  Customer response

  09/30/2023

   
  Complaint: 20580978
  
  I am rejecting this response because:
  

  I am not satisfied with a phone call. My concerns don't need to be discussed over. They need to be addressed with action instead of this out-dated approach to solutions. I'm simply asking to be reimbursed with a breeze ticket. It can't be that hard for me to show up to Marta HQ and receive the one way reimbursement ticket. I'm not going to keep discussing what can be seen everyday on Marta buses. I'm just going to file another complaint, as I'm sure there will be more "driver call-outs" and buses missing the schedule that will leave me stranded which is putting me in debt paying for expensive UBER/LYFT rides to get home. I know it happens sometimes, and I understand the staffing struggles that lead to this. But I need you to understand your customers as well. That is a more proper approach to solutions, working together. 

  Sincerely,
  
  ***********************

*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. ↩