GRTC Transit System

I am a full time student with two part time jobs in the city, not having reliable transportation has forced me to be dependent upon GRTCI have been a customer since 2011, every year the customer service just gets worse and worseDealing with a service so public and frequently used, I don't expect the company to be perfect but I do think that they should care to get betterOver the past year, I have experienced the absolute worst customer service, in the time I have been living in the cityBelow is a copy of my email to CEO, Communications Director, and Chief of Transit Operations: Hello, I've been a loyal patron of your company for many yearsI have contacted your customer service several times within the last year and have yet to be addressed directly about any of the issues concerning the customer service, or lack thereof, I have receivedIn my first correspondence, over a year ago, I informed the company of a bus driver stopping to a halt, unannounced, to walk to a gas station and purchase cigarettesThis same bus driver, a mere minutes before, had physically wrapped his hand around my forearm, pulling me backward, all for the sake to get me to discard my expired transfer cardNot only do I think that was unnecessary, I believe it should be against your code of conductI have been on buses in which we had to shut down because the driver not being permitted to wake a sleeping person believed to be homelessIs that because in a situation like that, it could be taken as assault? If that is not accepted in one case, why is it in another?? ?I also contacted you on November 14th about an incident on that day and another that occurred October 13thThe former was about the #bus not showing up within a half hour of the designated time with no answer from the customer service representative over the phone; the latter being the #bus whose driver did not permit me to ride because of a "no ride-around" policy in which I have no knowledge of, nor did it actually apply to me as I was trying to go from downtown to PembertonI also slipped in the fact that I wanted a copy of your code of conduct and not your rules of riding, something authoritative that both GRTC passengers and drivers must abide byIt has been two weeks, and I have yet to receive even a courtesy automated emailEven today (11/30/16), at 6:PM, the #bus at Ryland & Broad Street passed me by without even yieldingIf you care to inquire, not only was I standing in front of the sign but I had my transit pass in hand, trying to wave him down since it embarked from the previous stop on LombardyThere was no indication on the sign as to why such of an occurrence happened as it being out of service or at max capacityI understand that I sound perturbed, that is because I amI loathe participating in monetary transactions in which the company cares very little of the quality of their service?Perhaps, I give your company too much credit?, in addition to the money I spend on your network of buses?I assume you're professionals, ?as you even state, "all operators are trained, and receive annual refresher training, on customer service."? The service I have received within the last year, both in person and online has been unsatisfactory, to say the leastAs your company has not been in touch with me regarding the aforementioned issues, I can only presume what was actually done in responseBecause all that was done was a systematic public relations regurgitation of my first emailSimply put, it seemed to be a "we're sorry you're upset." And as a practitioner of it myself, I don't think you are sincereBeing that GRTC is a conglomerate in the means of metropolitan transportation in Richmond, you'd think that it would care about their customersThat doesn't appear to be the caseI believe that the bottom line matters more and since there is not much commercial competition, and that this allows GRTC to be complacent in the realm of quality assuranceI do not feel as if I, nor my dollar have been respected by your companyI would like to know what has been and what could be done, as I refuse to consent to even more monetary disrespectI'm absolutely positive that my experience with your service is not an isolated incident and is actually commonplace among the commuters in the cityThis is why I am pressing this, for things to get better, if not for me then for those who will use your service in the future ??

The company eliminated stops that are vital to Persons With DisabilitiesCalls were made to continue stops but went ignored

I am no any star rating in GRTC and very poor service. I was visiting at Gandhinagar dated on 18-10-2018 with my family. My daughter is Mentally disorder & Handicapped and I am also handicapped. In this date bus was full and I was request to Bus conductor please arrange one sit for my daughter he is Mentally disorder & Handicapped and Bus conductor ask no any sit available in Bus for Handicapped person. He is not aware Bus already mention Handicap sit no mention in Bus. In Bus only Bus conductor sit available and my daughter sitting in Bus conductor sit. Bus conductor say please standup in my sit. I am also request my daughter is Mentally disorder & Handicapped. So request you to please provide your sit. He say no I am not given my sit. Please look in this case and any action from your side Bus conductor. Bus No is GJ 18-Y -8914.

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Revdex.com:
At this time, I have not been contacted by GRTC Transit System regarding complaint ID...

[redacted].
Regards,
[redacted]

I am a full time student with two part time jobs in the city, not having reliable transportation has forced me to be dependent upon GRTC. I have been a customer since 2011, every year the customer service just gets worse and worse. Dealing with a service so public and frequently used, I don't expect the company to be perfect but I do think that they should care to get better. Over the past year, I have experienced the absolute worst customer service, in the time I have been living in the city. Below is a copy of my email to CEO, Communications Director, and Chief of Transit Operations:
Hello,
I've been a loyal patron of your company for many years. I have contacted your customer service several times within the last year and have yet to be addressed directly about any of the issues concerning the customer service, or lack thereof, I have received.
In my first correspondence, over a year ago, I informed the company of a bus driver stopping to a halt, unannounced, to walk to a gas station and purchase cigarettes. This same bus driver, a mere minutes before, had physically wrapped his hand around my forearm, pulling me backward, all for the sake to get me to discard my expired transfer card. Not only do I think that was unnecessary, I believe it should be against your code of conduct. I have been on buses in which we had to shut down because the driver not being permitted to wake a sleeping person believed to be homeless. Is that because in a situation like that, it could be taken as assault? If that is not accepted in one case, why is it in another??
?I also contacted you on November 14th about an incident on that day and another that occurred October 13th. The former was about the #18 bus not showing up within a half hour of the designated time with no answer from the customer service representative over the phone; the latter being the #19 bus whose driver did not permit me to ride because of a "no ride-around" policy in which I have no knowledge of, nor did it actually apply to me as I was trying to go from downtown to Pemberton. I also slipped in the fact that I wanted a copy of your code of conduct and not your rules of riding, something authoritative that both GRTC passengers and drivers must abide by. It has been two weeks, and I have yet to receive even a courtesy automated email.
Even today (11/30/16), at 6:10 PM, the #19 bus at Ryland & Broad Street passed me by without even yielding. If you care to inquire, not only was I standing in front of the sign but I had my transit pass in hand, trying to wave him down since it embarked from the previous stop on Lombardy. There was no indication on the sign as to why such of an occurrence happened as it being out of service or at max capacity. I understand that I sound perturbed, that is because I am. I loathe participating in monetary transactions in which the company cares very little of the quality of their service.
?Perhaps, I give your company too much credit?, in addition to the money I spend on your network of buses?. I assume you're professionals, ?as you even state, "all operators are trained, and receive annual refresher training, on customer service."? The service I have received within the last year, both in person and online has been unsatisfactory, to say the least.
As your company has not been in touch with me regarding the aforementioned issues, I can only presume what was actually done in response. Because all that was done was a systematic public relations regurgitation of my first email. Simply put, it seemed to be a "we're sorry you're upset." And as a practitioner of it myself, I don't think you are sincere. Being that GRTC is a conglomerate in the means of metropolitan transportation in Richmond, you'd think that it would care about their customers. That doesn't appear to be the case. I believe that the bottom line matters more and since there is not much commercial competition, and that this allows GRTC to be complacent in the realm of quality assurance.
I do not feel as if I, nor my dollar have been respected by your company. I would like to know what has been and what could be done, as I refuse to consent to even more monetary disrespect. I'm absolutely positive that my experience with your service is not an isolated incident and is actually commonplace among the commuters in the city. This is why I am pressing this, for things to get better, if not for me then for those who will use your service in the future. ??

Review: It seems to me on numerous occasions that I have either left stranded or being late for pickup yesterday I left my apartment [redacted] at 1:20/ 1:50. My return pickup was to be 3:30/4:00. I received a call from the customer service department saying they were 1.5 hours behind. Unfortnately, I did't get home until close to 7pm. The driver had other stops and pickups. This to me is ridicious and would like a change I took upon myself to call the General [redacted] see if I could get back home. She had no clue as to how to help me. I am not only speaking for me but others as well. I would like to see if I could get a handle on the poor customer service issues as well as getting home as scheduled. I would like a verbal communication as a result of this . I would recommend that you speak to the General ManagerMs. [redacted] at ([redacted])My best contact number is [redacted] my email address is [redacted] Thann you for your time and consideration. I look forward to hearing from you.Desired Settlement: I would like the operations and General Manager at the number listed above.