Complaints

• Initial Complaint

  02/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In a Tell about my problem, in providence with as mush information as possible to facilitate a resolution with the business and myself.. On January 03 2023, I placed an Online payment order for a Reduced Fare 31-Day Pass where of' I received email notification that' I would receive my Transit Pass within 5-to-7 business days. However' 30 Days have passed and Tulsa Transit Customer Service Continues to "Stall" in delivery of my Pass.

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2023/02/08) */ On January 3rd Tulsa Transit received Mr. *****'s online pass order. Online, customers are able to choose whether to have passes mailed or picked up from the Denver Avenue Station. Mr. ***** chose to have his pass mailed to him. That same day his pass was mailed out to the shipping address he requested in his order. On January 19th Tulsa Transit received an email from Mr. ***** stating that he had not received the pass. On January 20th a second pass was mailed to the same shipping address to replace the original pass mailed on the 3rd and Mr. ***** was notified via email. On January 30th Tulsa Transit received another email from Mr. ***** stating he had still not received either pass mailed out to him on the 3rd or 20th. On February 2nd Tulsa Transit responded to Mr. *****'s email stating that we could not send a 3rd replacement pass ** the mail until we received back (via returned mail) either passes previously issued on Jan 3rd or 20th. Tulsa Transit encouraged Mr. ***** to try purchasing future passes using our mobile ticketing App, GO PASS, to avoid future mail delays in receiving pass purchases. On Feb 6th Tulsa Transit received the return mail for the pass originally mailed out on Jan 20th. The address on the returned mail matched the address Mr. ***** submitted on his original online order with a sticker from the post office stating "RETURN TO SENDER, ATTEMPTED- NOT KNOWN, UNABLE TO FORWARD". Tulsa Transit spoke to Mr. ***** on Feb 6th and was asked if he would like to pick up his pass at the Denver Avenue Station or via certified mail. Mr. ***** elected for certified mail and ordered another pass as well to be included. On Feb 7th in the mail, Tulsa Transit received back the original pass from Jan 3rd with a sticker ("RETURN TO SENDER, ATTEMPTED- NOT KNOWN, UNABLE TO FORWARD") attached. When customers choose to have their orders mailed to them, it is out of the control of Tulsa Transit whether or not the Post Office actually delivers the items to the customer. Knowing this we do our best to advice customers of potential mailing delays when choosing mail for delivery of their online orders. Tulsa Transit offers multiple ways to purchase passes at our downtown bus station, **** ***** and on our mobile ticketing app, Go Pass. Consumer Response /* (2000, 7, 2023/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tulsa transit buses are constantly late you never can get to where you're going on time you look up their bus schedule and sit in a time you're supposed to be somewhere it tells you to leave at a certain time you get there and the bus never shows up I've been sitting at the bus station waiting on the bus since 11:02 it is 11:37 it was supposed to be here at 11:19 it's not here now I can't get to my job on time so I may end up getting fired I have no other way of getting there and this Tulsa Transit things think they can do whatever they want I'm fed up with them and so is everyone else

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/10/26) */ Contact Name and Title: Christian Operation Mgnt Contact Phone: XXXXXXXXXX Contact Email: ********@tulsatransit.org Good Morning, We did get further information from the customer that submitted the complaint via the call center. After reviewing the proper video we show that Bus 1902 arrived to Denver Ave Station on time around 11:13 due to light traffic, and didn't leave the Denver Ave Station until 1120am. 1 min after the stated time the customer gave, due to passengers ***** boarding the bus. (video attached to inter complaint# XXXX-XXXXXXXX)

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing this on behalf of my mother ******* ***. My brother ***** and myself ***** * are Ms. ***'s caregivers. I spoke with my mother on Thursday and she was upset and crying regarding this incident with a Tulsa paratransit driver not transporting her to Braum's in Tulsa. I set my mother up with Tulsa Lift services back in 2000 through ADA paratransit due to she has disabilities. These are door to door transportation services. I am addressing this incident on 8/18/22 between my mother and the driver. Apparently there was some confusion and disagreements about wrong address that my mother was supposed to be taken to Braum's. It was said it was the wrong address and my mother stated the driver wanted to take her and drop her off to a place she didn't know. So in order to take her back home they charged my mom $7.00 dollars and informed she will not be able to move forward with transportation services until she pay the $7.00. My mom has had these services for over 20 years and this is the first time that there was an incident about the wrong address. I spoke with John the Supervisor at Tulsa Transit and he sided with the driver. I advocated for my mother because she was very upset and crying. John talked about the route of the driver and there are other people that utilize the Tulsa transportation with these same issues giving wrong addresses. So I discussed only issues about my mom because this seems like a problem with Tulsa transportation that needs to be addressed with getting the right address for people. They need a computer with addresses in it. Due to what happened mom is charged $7.00. I told him that they should waive this fee as a courtesy because it was just one time. I requested to speak with a Director and John says she is aware. He never gave a # for her. My mother was very upset and it should of been handled better than just dropping my mom off some where. They did take her home but there was still some friction between my mom and the driver.

  Business response

  12/01/2022

  Business Response /* (1000, 8, 2022/09/13) */ On 8/15/22 the lift client (****** ***) called into the Call Center and booked a trip for 8/18/22. That day, the client was traveling from home to location #1, then from location #1 to location #2, then location #2 to home. The Client provided the Call Center, the addresses to all the locations. In accordance with the Tulsa Transit Paratransit Guide policies (attached) it is the customers responsibility to provide complete addresses to the locations they wish to be transported to including the hours of operation for these locations sites at the time of booking. All addresses (including home) were read back to the client by the Customer Service Representative for verification. The Lift driver picked up the client from home and transported her to location #1 with no issue. The next Lift driver picked up the client at location #1 taking her to location #2. When the Lift driver got to location #2 the customer determined it was not the location she wished to be transported to. At this time the customer made a request to be taken to different address. The Driver contacted the Call Center to verify the original trip request. Upon management review of the original phone call between the client and the Call Center on 8/15/22, it was determined that the client provided the wrong address. Tulsa Transit had no intention to leave the client at a location she didn't wish to be left at. The client was provided two options. Option #1: The client could be transported home and assessed a will call charge of $7.00. Option #2: The client taken to new address for location #2 and assessed a will call charge of $7.00. Tulsa Transit realizes that unexpected events for our clients can occur during transport from one location to the next, but we must follow the same policies and procedures for all of our valued clients. In will call situations, we will transport clients that are away from home regardless of whether they have the will call fee at the time services are rendered or not. In accordance with ADA law, Tulsa Transit has a no strand policy. All fee(s) to collected at the time services are rendered, will be applied to the clients account, and must be paid before the client is able to book a new trip. Currently all Paratransit and Fixed Route customers are not being charged for the base fare (July 15th -Sept 15th) except for premium services which includes will calls (same day service). Will Call Service and the fee(s) associated are also explained in the attached Tulsa Transit Paratransit Guide. Consumer Response /* (2000, 10, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although my mother has been riding the Tulsa lift over 20 years now. I know because i initiated the services and this is the first time this incident happened to my mother I don't agree with the 7.00 Fee but she is riding again and I am ok with that. I feel for those disabled in Tulsa that don't have no one to advocate for them on these services.

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