Dear Central Ohio Transit Authority

Lately, I've been having problems with the local public bus company, COTA. I've contacted them several times, and so has Jeff, but to no avail. Maybe some public shaming will get me the apology and/or explanation I would like.

The first contact was via their web form. The rest were to via an email address that I got when someone responded (non-helpfully) to me.

*****

From: kusine@***.com
Sent: Wednesday, September 20, 2006 8:51 AM
To: **Requests
Subject: Contact Type: complaint

Three times in the last week, I have missed my bus because it
has shown up early or possibly never shown up at all.

Last Wednesday, Sept. 13, the #4 North bus that was supposed to arrive at
Town and High streets at 4:26 p.m. was either more than five minutes early
or simply never showed up. This also happened again yesterday, on Sept.
19.

This morning, the #4 South bus that was supposed to be at Indianola and
Hudson at 7:18 drove past at 7:14 as my husband and I were walking to the
bus stop. We were late to work, having to wait for the next bus.

With these problems, in addition to the endemic overcrowding on the #4
line, I am unsure if I will be able to continue riding COTA. My husband
and I have voted for every tax increase to support you, but have gotten
nothing but more cut hours and lousy service.

I have even adjusted my working hours to accommodate your inconvenient
evening rush hour times. However, if you can't even keep to those
times, I'm not sure it's worth supporting you with my votes and tax
dollars.

I look forward to hearing your explanation for these events.

Thank you,
Jessica Roberts

*****

From: "Hairston, Annette M." hairstonam@cota.com
To: kusine@***.com
Sent: Thursday, September 21, 2006 11:15:36 AM
Subject: FW: Contact Type: complaint

Dear Jessica,

Thank you for bringing your recent concerns with COTA to our attention this helps us to identify aspects of our service that can be improved.

Your complaint is taken seriously and has been forwarded to the appropriate departments for investigation and/or corrective action.

Thank You For Your Continued Patronage!

*****

From: Jessica Roberts
To: "Hairston, Annette M." hairstonam@cota.com
Sent: Tuesday, September 26, 2006 8:17:13 AM
Subject: Re: Contact Type: complaint

Please also pass along then, that the #4 South bus that was supposed to be at Indianola and Hudson at 7:18 this morning (9/26/2006) never showed up. And the one after it was late getting downtown because it had to make so many extra stops to pick up the people who normally take the earlier bus.

I was late to work twice in two weeks because of COTA. I may no longer be able to keep my job and ride COTA, since you seem to be increasingly unreliable on this route.

I know that customer service people were on the bus last Friday morning, but I have yet to receive an explanation, let alone an apology. I would like both.

Thank you.

Jessica Roberts

*****

From: Jessica Roberts
To: "Hairston, Annette M." hairstonam@cota.com
Sent: Thursday, October 12, 2006 8:06:32 AM
Subject: Re: Contact Type: complaint

Dear Ms. Hairston--

Please pass this along also to the appropriate department:

Since Sept. 20, I have been late to work four times due to COTA. The fourth time was this past Tuesday, when my bus was late - again. This morning, October 12, would have been the fifth time if I had not given up and driven to work.

The #4 South bus that was supposed to be at Indianola and Hudson at 7:18 a.m. passed me at 7:30 as I was waiting to pull out onto Indianola. Just a few minutes ago, from my office window I watched it arrive at my usual bus stop (Rich & High) around 7:50 - late. If I had not driven to work, I would have been late for the fifth time in four weeks, thanks to COTA.

My husband and I both purchase monthy bus passes through an employer pre-tax program. This means that our November passes have already been paid for. If that were not the case, we would not have purchaed them. If COTA cannot provide reliable service, we cannot continue to give it our support, including voting for your tax increases. We will decide by the beginning of November if your services can be of any use to us.

I undertand that sometimes things happen that might cause a bus to be late. However, the #4 line has always been a reliable line - until mid-September. I'm not asking for miracles from an underfunded bus service, but after three complaints, I still have yet to receive a single apology or explanation. I do not think that a simple communication of that nature would be too much to ask.

A very dissatisfied customer,
Jessica Roberts
614/***-****(day)
614/***-****(evening)

*****

I really would prefer to take the bus, for many reasons. Hell, we bought our house because it's on the bus line. But I just can't keep being late. And I don't think that an explanation or an apology is too much to ask, do you?

-------------

Technorati tags: complaints, public transportation