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1.3 76 Reviews

Access-A-Ride Complaints Summary

6 Resolved
70 Unresolved
Our verdict: If considering services from Access-A-Ride with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Access-A-Ride reviews & complaints 76

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K
6:31 pm EST

Access-A-Ride ride not showing up but list me as a no show

1172616 today 2/19/19, I was to be pick up at 4:40 pm for a 6:00 pm appointment. The ride never came so I called access-a-ride at 5:11 pm. I was told that the ride will be there at by 5:30. I decided to waiting outside, in the cold, as I saw a vehicle pass on the side street. It never came a round. I call access-a-ride back at 5:40 pm and was told that I was a no show when I was outside my house for over an hour waiting. Was told to call the carried (pre) to complaine which don't make sense because the driver has to get permission from the dispatcher before "no show" someone.
(access-a-ride suspend riders for to many "no shows" when the carriers no show riders in order to make the goal so that they do not get penaltilize for showing up late for pick up).
Good thing I cancel the appointment before calling access-a-ride at 5:40.

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8:50 pm EST

Access-A-Ride it took 3 hours to get me home with access-a-ride.

I had a pick up ride yesterday at about 9:44 am going to Michael's store at Northern Blvd. in Woodside, NY 11377. My return trip home was to be picked up at 3:43 pm. The driver was on time, but I had asked him if he had to pick other passengers. He told me he had to do two other pick up. The longest and worst ride ever. I got home at 7pm . Four hours riding around picking up and dropping off two other passengers. I am a senior and I have spinal and knee problems. I am in such pain today that my aide was afraid to leave me alone. My aide is suppose to work only 7 hours a day for me. She also has a 10 year old son she got home so late her family was so worried, and she may not get paid for those hours. Please, can you do something so we do not have to go around the boroughs. One time I went from my home in Far Rockaway Queens to Manhattan for a Dr's appointment, When I was picked up to return home the drive drove me from Manhattan to Staten Island, to drop someone else and that ride took 4 hours to get me home. There has to be a better way for us disable people to take a trip without having to be on a ride for so many hours. Thank you, Maria Santiago #120599

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5:35 pm EST

Access-A-Ride curb taxi

my client id is 983494 today 1j58 picked me up at 3:30 on 57w57 he proceeded to go west side going long the street to 138 went all the way to upstate pass Pelham on the outer side of the bridge on conner street we came throught there the earlier the other driver okay he westside highway when he came off the highway at 56th he took the streets from 56 on 10 avenue going though mail truck ups truck onloading delivers all the way to 57 st 6 avenue it took him 20 minutes from 56 and 10avenue to 6avenue where he could have turn on 56 10 avenue to 57the traffic was flowing

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11:03 am EST
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Access-A-Ride 11/15/18 no show/taxi reimbursement

Albert Brunn, Client ID#592353, November 15, 2018
I respectfully request $150.00 Taxi Reimbursement, as soon as possible. Please make check payable to Sheila Prince. On 11/15/18 referenced client had a scheduled pick up at 1513 Olmstead Ave., Bronx, NY for 4:30PM. Due to weather conditions and traffic there was a NO SHOW. At approximately 10:30PM "EMS" was dispatched and client taken to Jacobi Hospital due to his health needs and there was no provision to take power wheelchair. With the help of 911, the neighboring grocery store provided shelter and I had to retrieve the wheelchair not after than 7:00 AM on 11/16/18. At 2:30 AM, I was able to make arrangements with Mr Gadsden to pick up the motorized Wheelchair
Attached find paid invoice from Mr. Gadsden. On 11/16/18 after contacting access a ride complaint unit, Yellow Cab 7Y78 was dispatched to Jacobi Hosp. Emerg., 1400 Pelham Pkwy S, Bronx to pick up subject client and take him and his aide to 168-22 127th Ave., Jamaica. If additional information is needed please contact me at [protected]. Sheila Prince, Guardian

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Sara Bellore
, US
Jan 14, 2019 10:06 am EST
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Access-a- Ride needs a total makeover. THE WORST SERVICE IN THE UNIVERSE! Today my husband and I were supposed to be picked up at 7:30 am for a scheduled 9:00 Fair Hearing in Brooklyn. Access a Ride sent 2 automated messages yesterday 01/13 confirming our trip and today 01/14 another automated message at 6:30 confirming our 7:30 pick up. At 7:40 the cab was a no show. My husband called AAR and they said that they were sorry but there were no cars available for his trip. Were they really sorry? After 3 different dispatchers they were able to schedule a cab... and to call 30 min later to check on the status of the car. They assure a car to 9:30. At 9:40 they said WE WOULD BE PICKED UP AT 11! OUR APPOINTMENT WAS FOR 9AM. We called 14 Boerum place and they let us check in at 10:45. Another 3 dispatchers later... we are on a cab now our way to Brooklyn and only the Lord knows if they will let us in. My husband wrote a letter to Andrew Byford, NYCT President NYC transit Paratransit Division and Victor Calise M.O.P.D Commisioner explaining all our past nightmare experiences. After that a lady in charge Tammy Francis called my husband and although she was very considerate and somewhat helpfull, here I am writing a complaint because THIS SYSTEM DOES WORK THE WAY IT SHOULD.
His AAR number is #1166551.
We are seriously considering calling Better call Bacaro or Shame Shame Shame...
What they do to disable people is a SHAME.
I'm sorry for all the disabled people who rely on this service.

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1:31 pm EDT
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Access-A-Ride showing up late

My name is Flor Soto, Today October 25, 2018 I had an appointment to see my doctor. I called Access A Ride yesterday for an appointment the time was fore 8:08 am to be picked up. the chauffeur for the Access A Ride show up at 9:12 am which I came upstairs cause I was already waiting for a hour and ten minutes he did not even call to let me know that he was on his way or apologize for being late my appointment was for 9:30 am I know that if he came to get me at 9:12 I will not going to get there before 9:30 because they always want you to be there 15 minutes prior to see the doctor so I told the young man that I was not going and then he asked me If I cancelled the trip and I just hang up the phone because I felt it was it negligence not mine.

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4:37 pm EDT
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Access-A-Ride maggie vehicle #8898

Re: 5:41 Trip from 1241 Castleton Avenue SINY to 1872 Putnam Avenue Ridgewood Queens

Around 6:45/7pm in Friday 9.28.18 the driver almost got into an accident with another vechile. The driver slammed on the breaks and I and another passenger flew forward and back. I hit my head against the back of of the driver seat.

The driver said "y'all alright" and kept driving. The driver continued to stop short and was on his cell phone on and off during the trip. I woke up today in pain and had to seek medical care at the NYU emergency room.

I have access a ride due to my medical condition and hip/back condition. I am in pain again due to the negligence of the driver.

Tracyavon Ford
ID Number: 1166590

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12:06 pm EDT

Access-A-Ride taxi service provided

My name is Jean Dominique Alexis and my license is BC047
This email is in reference of a ride that was sent to my tablet to pick up a passenger on 104th street Roosevelt Ave at estimated 11:55 PM. Upon arrival, I made a U-turn to pick up the passenger who was already standing outside. When made contact with the passenger the passenger started to ride the wheelchair incorrectly to enter the car and also struck the car creating scratches in the bumper area. I advised the correct way to enter the vehicle and advised that perhaps I should move the car to allow more space to enter the vehicle safely. I am a top wheelchair driver in New York City and I've made more trips than the average driver in the street. With all the pride I take in my job and assisting the disabled community, safety-ness is always a priority.

As per my instructions, the customer got mad for advising the proper way to enter the car and started harassing me along with her friends and stated that they will call the TLC to complain and state I refused them access to my car. The customer called and spoke Spanish to the dispatcher and they stated to me that TLC will side with them anyway. Lastly, I just wanted to advise that I commuted extremely far just to pick up the customer to have the customers and friends harassed me out of the strength of assisting them and caring for their safety is totally unacceptable.

Secondly, The dispatcher on duty did not take the time to listen to my concern and threatened to send me a hearing. For the past 3 years, I have been incredibly giving to the disabled community. I do not appreciate any other team worker threatening my position especially when I am providing exceptional customer service while remaining professional. We all have a great duty, and that duty is to serve the disabled community. I hope the focus remains just that.

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3:21 pm EDT

Access-A-Ride driver

I was driving down the Whitestone expressway service road when access a ride vehicle was driving erratically. He did not maintain his lane nor did he signal. He was trying to drive around traffic cutting people off. He finally stayed in the middle lane and I drove past him in the left lane. I saw him starting to merge without using a signal so I honked at him. He gave me the finger and continued to drive next to me looking at me to start a fight. I don't think a person who has such disregard for safe driving, a person who is so aggressive, should be driving around people with disabilities.

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1:53 pm EDT
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Access-A-Ride dangerous driving into pedestrians

On 08/29/2018 at approximately 12:30 pm, Access-A-Ride car #7071 was backing up into the pedestrian crosswalk at 99th Street and Madison Avenue, NYC. The driver backed up and hit pedestrians 3 times, despite our yelling at the driver to stop and look behind. Despite our notification, the driver just laughed and yelled, and kept backing up the wrong way on one-way Madison Avenue.

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A
7:25 pm EDT

Access-A-Ride extremely early pick up and then much delayed time of return trip

Dear Sir/Madame

I scheduled a trip with AAR for a 9:45 appointment with One on One Therapy for Augut 3rd. The arranged pick up time-given to me by the agent was for 8:33 Am with a return pick-up time of 12:52 PM.
I was called by driver Joissaint Roose [protected]) at 7:39 Am to advise me he was outside. I informed him that my pick up time was for 8:33AM and I was not yet dressed.. He said that he would wait. I rushed and went out as soon as I could, knowing I was going to be very early for my appointment. I arrived at the facility at 8:00 A.M. And the therapists began my therapy upon my arrival. I had finished by 9:50 AM so I called AAR to reschedule my return trip for an earlier time. I was told that I would have to wait until 10:30 AM to request an earlier pickup. Tired and hungry, I took a taxi home. At 1:25 PM a driver (Juanioze Nikolo [protected]) called my phone I guess for a pickup, but I was already home. That was the second time in a few weeks that I had been picked up earl.
Further, I recently had a knee replacement. I repeatedly request that the car/taxi come into the garage and pick me up at the security station. Otherwise I have to walk about one and a half to get to the street level of my complex. It is difficult for me to navigate the steep ramp. Your drivers seem to be unwilling or unable to locate the entrance even with exact and explicit directions. I would appreciate it if you could avoid sending the "green" cars for my trips. For my appointment last week, I paid someone to take me there and pick me up to avoid the stress.

I don't know how you can rectify these issues but I am discouraged from using your service.

Please advise.

Thank you.

Alice Stewart
1166877

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K
8:39 pm EDT

Access-A-Ride driving

August 7, 2018 a driver at 11:35am a driver at 72 Lexington was on his cell phone and cut me off. I had to slam on the break which scared my 6 year old daughter and caused pain to my disable brother. The driver sped off and cut two additional drivers off as if he was drunk. I called the office and Brittany was extremely rude. I was redirected to numerous people because I wasn't a passenger they were annoyed.

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2:06 pm EDT
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Access-A-Ride rude customer service translator.

My name is S. Shteynfeld. Today, July 28th, 2018, at about 12 noon I called to request a pick-up for Monday, July 30th. The dispatcher had a so heavy accent that I had to request a help of a translator. That person was incredibly rude. Instead of just helping to understand what the dispatcher was saying he was dictating me what I can and cannot say. As far as I understand this was far out of his job description. Entire exchange put me in severe distress. When I requested to speak with his supervisor this person simply disappeared. If this person doesn't have a proper training as to how to deal with people with disabilities he should not be working in this place. Please make sure you follow this complain because I definitely will. Thank you.

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11:34 am EDT

Access-A-Ride driver often never show up and lies about it

My 84 year old mother is often not picked up from dialysis by drivers who says she is a no-show. She is weak after dialysis and doesn't have the strength, so how could she be a no-show? Today, she waited almost 2 hours and the driver didn't show up. When I called to check the status I was told the driver stated that he called her cell and mine, went looking for her and after waiting he left. This is a lie! It is so frustrating! There seems to be no accountability. There needs to be a system that works for people like my mother who needs the service.

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2:07 pm EDT

Access-A-Ride access-a-ride

Once again Access-a-ride came to pick up my nanny an hour and 45 min late. We received no explanation on why there was a dely. I seriously think you need to make an inquiry about that. And then the driver proceeded to pick up two more passengers. The original pick up time was 6 pm on 5/22/18, she was then picked up at around 7:45pm. She did not et home to Staten Island until 8:55pm. Is this acceptable to anyone? No call to say they were going to be late, no apology for the lateness. I guess no one cares about the passengers of access-a ride. The last two time you failed was when your driver drove passed the house, never slowed down or called and said she was a no show, the other time the driver does not know the area and decided to pick someone up further away and then circle back to drop of my nanny. I really hope things change.

Passenger - Yvonne Buchanan
ID# 939745
Request time 5:15
Promised time 6:00 pm

Thanks for submitting your email. Please note your incident number is: #[protected]

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11:29 pm EDT

Access-A-Ride the customer service online needs to take some classes in talking

To whom it may concern...Maybe
I called for access for my parent (He is a Stroke Disable) because he had a doctor appointment, and the site I called was in San Fernando Valley, CA. The Customer Services online name was ANDREW. And WOW. He seriously doesn't know how to speak.
Well I am normally not the type to complain, because we all are humans, but this guy...ANDREW, was beyond. Rude, is not the right word to describe the way he was talking. He simply would yell on you, not giving a chance for you to speak, his mouth revealing disrespectful tone...
However, I know that you will do nothing regarding the complain, and I don't care either, but please try to give them some free classes in what we spell it...How to speak with the clients.
After all, I admit, I should have call for Uber, the perfect ride you would find

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9:50 am EST

Access-A-Ride lateness/not helping a passenger

My name is Kayla Johnson. My client ID number 824459. I was waiting for my vehicle it was an hour late, it was supposed to pick me at 6:17pm and it arrived at 7pm. When the car arrived at my pick up destination they parked behind 2 trucks, when one of the trucks moved I saw the vehicle and walked up to it. the driver didn't help me get into the vehicle.

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5:29 pm EST

Access-A-Ride I am complaining as a passenger

Hello: My name is Jamie Williams and I am a passenger with AAR. On 1/21/2018 I had a scheduled trip for 1:40 pm. I rec'd a call at 1:20 pm that my ride is 13 mins away. I head downstairs and am waiting outside my building before 1:40pm. At 2:00 I called and was told my driver put me in as a NO SHOW! How?! when I was outside before scheduled pickup time. My driver name is Parke said AAR operator and he/she needs to be reprimanded because it is not fair to people with disabilities to do this to them. In addition to leaving me he/she LIED and claimed called me but my last recorded call was from AAR! If I could face my accuser I would say "SHAME ON YOU!"
Sincerely,
Jamie Williams
(673791)

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Michele t wilson
, US
May 12, 2018 1:53 pm EDT

Are the phone lines down.my id #/is..639-105..I am trying to book a ride for my recertification..have been holding on.over 2 hrs today

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Wissam Elnaboulsi
, US
Mar 02, 2018 10:24 pm EST

why do i have to pay 2.75$ for a ride with access ride?

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E
6:33 pm EST

Access-A-Ride rude driver

Unfortunatly, I see there are lots of complaints, the question is is something being done. my encounter was friday afternoon when the driver called and said access ride - are you ready or what. I was taken by surprise with the tone and what he said. I reacted and said some choice words to him like how dare you. my mom is elderly and she is undergoing radiation for breast cancer. she moves very slow so I was concerned that he would leave so we literally ran down the stairs. when I walk out he is standing in front of the building smoking a cigarette with another person who was also a passenger. he gave me a dirty look and said i'm not going to tolerate your mouth. well, I had it at this point. I let him have it. he said I can request another car. I said I will. my mom and I left the car. this guy looked as if he was hanging on the street corner with baggy jeans and his hat to the side. this service should screen these drivers and give them a class on how to deal with the public. nonetheless, they should have a uniform and dress code. my mom does not want to ride with access a ride again. if in fact these complaints are being read can someone respond to this email.

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1:17 pm EST
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Access-A-Ride access-a-ride driver - runs red light in harlem - after damaging parked vehicle.

On October 26, 2017 as 12:40pm on 135th street in Harlem NY, my car was hit and damages by one of your Access -a-ride vans.

I was parking my car in from of 211 west 135th street, when the Access-A-Ride van pulled up to dropped off a passenger in front of 211 west 135th street NY NY 10030. With no hesitation I proceeded to cross the street, when I heard a loud noise, when I turned around I realized the driver had hit my car, so I waved my hand out to the driver to notify him of the issue, the driver proceeded to drive up 135th street heading north on Fredrick Douglas Blvd. In fear he would get a way I ran after the van, when the driver decided to run the red light and proceed uptown toward 136-137 streets.

A police claim was filed; Access -A- Ride was also contacted on the same day October 26, 2017.
Access -A-Ride scheduled to have someone come out to inspect my car on November 6, 2017.
Pictures of my vehicle were taken where you can clearly see the Access-A-Ride's vehicle back break light still embedded in my car bumper.

Today- (November 16, 2017) I receive a call from Access- A-Ride stating they will not fix my vehicle because their van shows no sign of damage. This is unreal; your drivers are sloppy and irresponsible to say the least. My property was damaged, and now 19 days later Access-A-Ride is refusing to pay for damages caused to my vehicle.

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genadij_r@inbox.lv
genadij_r@inbox.lv
, US
Feb 28, 2018 3:09 pm EST

Such bad drivers. I barely escaped the collision. Create a dangerous situation. 24804-LV 9994

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pobarjenkins
Minneapolis, US
Nov 16, 2017 4:38 pm EST
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You will definitely want to contact your car insurance company in addition to the police report you filed. They will hopefully assist you in working with trying to get the repairs covered. You may also want to check the area where the accident occurred to see if there were any cameras or witnesses. I hope it works out and am glad to hear that you were not injured.

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9:13 am EST
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Access-A-Ride late application

I was approved for access-a-ride but the catcher is they will only take me to a bus stop and I have to make my way to my remaining destination. I was appealing access-a-ride decision so I file an appeal since 10/23/17. I received an email informing me on 11/6/17 my appeal will be on 11/8/17 the problem is I never receive the application so I called access-a-ride to find out what is going on they informed they could not do anything until I received the application. I received the application on 11/7/17 at 5pm when access-a-ride is close. So I called access-a-ride asking where is my driver they stated to me that I have to re-schedule because there was schedule for me to be pick up. I ask access-a-ride if my request application was dated 10/23/17 what took them so long to reach me in time to schedule a pick up time. I am so sick and tired of access-a-ride and their excuses if I truly did not need them from time to time and I could afford to take a cab I would NEVER deal with access-a-ride.

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