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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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B
8:35 am EDT
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Access-A-Ride April 15,2023

The company called and told me they'd me here in 16 minutes for a 10:49 PM pickup. I waited downstairs for more than a 1/2 hour. I called they said they were coming, another 20 minutes and no one showed up. When I called a third time they said I was a NO SHOW and the driver was there and left. Never happened no one came and I called and they called me a NO SHOW and I had to find my own way home. They lied and never showed up.

Barbara Delin

#1186695

Desired outcome: I would like a refund for my taxi fare. I have a copy of the receipt. How do I send it to you. I hope never having to deal with this company again. Their phone number is [protected]

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10:19 am EDT

Access-A-Ride ctg transportation stealing from drivers

Good morning all I am an active driver/ contractor for CTG, the company staff Nasim, Kumar and Fatty don’t care about drivers nor the customers. MTA pays these Russian MOBSTERS a lots of money to pay the driver’s the keep all the money in they pocket. They charge $1.00 for each job, $1.25 that the driver collected and also there’s a 25% deduction from your check every week for commissions plus an extra unexplained deduction every week. They use to pay $5.00 for A NO SHOW. Now they pay $2.75 they kept the rest when I asked about it fatty told me that they going to start taking the money from us when we sleep like it was just a joke. Also they pay the drivers like we were cab service when we doing MEDICAL TRANSPORTATION SERVICES FOR MTA. Over all I give CORPORATIONS TRANSPORTATION GROUP (CTG) A -1 star because all they care about is money. There’s a bunch of Russian and Indian working there who doesn’t even speak English and also they Do NOT HAVE A TLC LICENSE CUSTOMERS TOLD ME ALL THE TIME WHY DO I HAVE MY TLC LICENSE VISIBLE. I TOLD THEM IT IS TLC LAW AND RULES ALL DRIVER MUST HAVE THEY LICENSE VISIBLE AND SHOULD NEVER DENIED SHOWING IT TO CUSTOMERS IF THEY NEED THE INFORMATION. CTG HAVE THESE DRIVERS TRAIN IN THEY OFFICE AND PASS THE TEST FOR THEM,SOME OF THEM WORK UNDER OTHER DRIVERS LICENSE.

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1:08 am EST

Access-A-Ride No respect for the elderly

Today 11/23/2022, my 83 y/o aunt called to arrange transportation. She called well before 5:30pm but the representative was acting as if she can’t understand her. By the way my aunt speaks clear English and Spanish. She dragged it so long she ended up putting on man on the phone to tell her it’s past 5:30 pm they can’t help. After keeping my aunt on the phone so long. My aunt begged for help because she wants to go to church for thanksgiving. And he blatantly told her access-a-ride is not for church use! Can you believe this nonsense. This is all in addition to he being left.Even when she standing in the cold and no one shows up. Little do they know I work in para transit too and I know all the right people to contact. This is absolutely disgusting

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Everyone Has a Mother
New York, US
Mar 30, 2023 6:10 pm EDT
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Please publish the proper channels to pursue. Our elderly shouldn't be treated this way.

Is Access-A-Ride legit?

Our verdict: Complaints Board's thorough examination reveals Access-A-Ride as a legitimate entity with notable strengths. Despite a 7% resolution rate on customer complaints, which invites a closer look, Access-A-Ride stands out for its commitment to quality and security. Clients considering Access-A-Ride should delve into its customer service record to gauge compatibility with their expectations.

Access-A-Ride earns 91% level of Trustworthiness

Perfect Trust Endorsement: Access-A-Ride achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Access-A-Ride has registered the domain name for new.mta.info for more than one year, which may indicate stability and longevity.

New.mta.info has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

New.mta.info has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

New.mta.info you are considering visiting, which is associated with Access-A-Ride, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several positive reviews for Access-A-Ride have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

However ComplaintsBoard has detected that:

  • While Access-A-Ride has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 7% of 76 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • That one new.mta.info is embedded within another website. Beware of embedded websites. Scammers may use them to trick you into visiting fake sites. Verify authenticity before entering personal information and research the site for safety
  • New.mta.info has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The new.mta.info may offer a niche product or service that is only of interest to a smaller audience.
  • Access-A-Ride protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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C
2:07 pm EDT

Access-A-Ride driver 8 car service [protected]@driver8fl.com

sad - lacking customer service - arranged for pick up and delivery airport - tampa fl - one rider senior and needed wheel chair assistance - showed up was help getting him in or out - never got porter for us and then afte taking down our itinerary and exchanging phone numbers our cells and our families cell who would be hosting us while in maine - she informed us she would be farming the pick up to someone else - who does htese things > she does I guess Alice Merre - the owner - we tried to just put it aside - had fligth to get any way - went on our way - called per her instruction on day four to let them knwo we were in the airport - and were told they arrived last nite and called us to let us know - they informed us our flight info was or had disapeared - huh ? they called our home phone and left no such message afte arriving home hours latesm who leaves a senior citizen in an airport without transportation - she does Alice Merre - then they blamed us for the misshap - our mistake one pick up - four days away -one more pick up - who does she think she is ? leavig a senior in a wheel chair in an airpor twith no way home

dispicable behavior - disgusting lack of customer service all together - fellow riders beware - use another source - or end up like us - we will be sharing and posting this on other sites so as no other 78 yr old in a wheelchair has to go thru this - awful simply awful

disatisfied customer - stranded customer - senior customer - wheelchair customer

Desired outcome: to warn others to beware and to teach this company that you cant treat others let alone seniors and handicapped citizens this way - they are people and deserve respect - she should be appauled at her own behavior and her staffs

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2:37 pm EDT

Access-A-Ride Driver

Driver was over 500 feet from the pick up location. I walked to 41st and 12th street to inform him that my elderly, mobility compromised mom is waiting at the pick up stop, which is 12th street and 41st road. Having to back up, he became irate and disrespectful to me and the community I live in. I’m a hard working tenant, who lives in Queensbridge Houses. He said, “Nobody know where you people live, there are buildings everywhere, I live in a home and when I call a cab they come straight to my door”. I told him, to not judge people by where they live and he should make every effort to ensure riders are objectified by stereotyped by folks like himself. He then said again, “ I have my own home”. This driver shouldn’t been picking up riders he feels should be picked up at locations he deems appropriate and ignore specific pick up locations simply because they live in development where all the building are the same. This driver, drove a black Honda/Accord, assigned car#4957, reservation #4526, driver phone # [protected], Broker IVR #[protected] and my mom pick up time was scheduled for 13:00. This driver appears to grasp the sociocultural difference of Americans and how his derogatory his statements were.

Desired outcome: I don’t want this driver picking my mom or any other person up who lives in public housing

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10:55 am EDT
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Access-A-Ride Access-A-Ride Reservation(NY)

Access-A-Ride ID#: 1054464 - when I make resrvations I alwsy used to get email confirmations a day before the trip,& last time on 6/14/22 I didn`t., not even a TEL. confirmation.

Upcomimg reservation on 6/20/22 going to Columbia Allen Hopsital in NY 5141 Boradway , I need the email & TEL. confirmations. Thsi is a hospital test & I can`t miss it. P/U time from my house, 15 Caryl Ave. Yonkers, NY 10705 is at 10:33 A.M. & coming back from the hospital P/U time is at 2:15 P.M.going to back to 15 Caryl Ave. Yonkers, NY on 6/20/22

Please kindly send email confirmation for the 6/20/22 reservation round trip . Thank you.

Sincerely,

Veronica Bago

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9:33 pm EDT

Access-A-Ride No Show or Too Late

Client's ID # 1261539 and the name is Mr. Hoi Ming Ho who is a disable client.

6/16/2022 I booked 2 trips for 6/17/2022 with pick up time at 3:30 pm and 8:00 pm. For the first trip, I waited outside from 3:15 pm until 4:08 pm with no show of the car and no call from the driver. For 8:00 pm, I waited outside from 7:50 pm until 8:25 pm with no show and the driver called me at 8:37 pm when I was in the subway already.

Desired outcome: I would appreciate if the driver would call or text me 15 or 20 minutes before scheduled pick up time.

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4:42 pm EDT

Access-A-Ride Unmasked aar broker

Complaint # [protected]

In response to my prior write-up and your response:

The AAR client is P Robles, ID#723604. (He isn't aware that I filed this complaint).

His trips were both yesterday, June 7, 2022. Scheduled pick up times were 11:00AM and 4:00PM, with CTG.

Driver who refused to wear a mask and said after 2 years he was done with it, was the 4:00PM trip, which showed up about 5:22PM. (I offered him a mask which he refused and said it was his right in this country to do what he wanted and he did not want to wear a mask.

Desired outcome: Pick up was at 423 E 23 Street. We were in the car a few blocks away when I noticed he did not have on mask and questioned him.

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10:52 am EDT
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Access-A-Ride broker ctg broker ivr

4/22/2022 booked a pick with Aar for a pick up for 708am that person never came could get through Aar at all the line was busy busy busy this went on for about 2hrs now I'm late i been making complaints from march till now Aar needs to do better a lot of handicap and disabled people need this services but the being left in the cold with one number to reach some at Aar there should be secondary number so they going tell all these people that booked trip with [sorry] they done miss there appointment's they had to take cab so now we/ me need our money back but before that we/ us / me have to get an authorization number to get back our money. So i ask if you pay in cash the cab do not have a paper receipt to show Aar so again what do we/me do? . Then the driver is still trying to get paid when they a no show

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11:12 am EST

Access-A-Ride Access A Ride and their Broker - CTG

I use the MTA app to schedule my rides so I know in advance if I am going to get CTG as the service that will pick me up. This has lead me to cancel trips, or schedule my trips 45 - 60 minutes early simply because I know that 75% of the time CTG will be either very late (as they take advantage of the 30 minute leeway they're given) or NEVER SHOW. Add that to calling access a ride to get them to send another car, after being on hold for at least 20 minutes (long wait likely due to OTHER people complaining about CTG) and every trip is an exercise in futility.

I just wish that CTG would scheduled their cabs to handle pick ups in the same vein that the AAR buses do. 95% of the time customers get mad at cab drivers for being late for their pickup when in actuality the cab only got dispatched a few minutes prior. It is also unfair that after waiting 30-90 minutes, customers often go back indoors (to avoid extreme weather, etc as this is a service for the sick & elderly) only to suddenly be told to be outside in 2 minutes or their cab will leave. This puts pressure on the customer suddenly as if they did something wrong, forcing them to rush to get ready again, which could cause an injury. To make matters worse some drivers are impatient & want to leave right away, again unaware that the customer has been waiting for a long time and rushes the customer more.

While there are problems with all access a ride brokers / drivers, none are as consistent as CTG, the fact that they can not be found online and treat AAR customers with such disregard leads me to believe that they are less of a cab company and more scam artists that have somehow managed to get a contract with the MTA / Acccess A Ride. We need to put an end to this contract, deal or whatever because I promise you this is a major problem for people who are just trying to live their lives without trying to do mental gymnastics to figure out if their ride will come or if they have to figure in traffic plus their hour wait time for CTG before scheduling their day.

Desired outcome: CTG Contract to be terminated

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9:08 pm EDT

Access-A-Ride CTG

Access A Ride needs to stop using CTG Car Service. They are unreliable. They are never on time and lie. How can NYC allow CTG to
Pick up the elderly and handicapped on behalf of Access A Ride?

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3:26 pm EDT

Access-A-Ride The effectiveness of access a ride

On 10/15/2021 my son whose name is collin clarke had a trip scheduled for 8:59 with the curb brokers which was cancelled at 9:10am because they did not have any accessible vehicles available so a uber was called and his return trip was cancelled and not rebooked by the worker drones u have working there. I was on hold for one hour trying to resolve this issue and it was never resolved effectively this is a terrible service to the disabled and i really hope when eric adams gets in office he dismantles this service and fixes this breaucracy. The problem is not on my end it is a diservice to the disabled who already have extreme challanges daily. Of course sorry will not fix this i have no desire to you putting a bandaid on an ozzing cut that no bandage is big enough to fix collin clarke

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8:50 pm EDT

Access-A-Ride Inconsiderate and Inhumane treatment of Disabled and Chronically Ill Passengers

It is 7:45 pm and I have just gotten picked up . My pick up time was 6:11 pm. The cab company Curb contacted me at 5:11 stating that they would be picking me up on behalf of your company. I called them before I left out my job and was informed that they were searching for a vehicle for me. I went outside to wait. A few minutes later, I checked App to see if a car had been assigned and saw that "drive completed" was indicated. This was at 6:20 pm. Called Access a Ride and held for about 35 minutes until I finally got a nice representative name Debby who apologized that Curb sent my ride back to them but it wasn't picked up by them...which meant that I would have never gotten a ride, had I not called. Debby got me reassigned to Broker Car Service and stated they'd contact me within 5-10 minutes. This was about 7:05 pm. At about 7:15, I get a robo-call asking if I still needed a ride. I finally get a ride at about 7:45 pm and made it home about 8: 10 pm. I am in so much pain from my knees and legs...no one disabled, should have to go through this. This morning, I had to obtain a taxi authorization in order to get to work on time. My pick up time was 8:30 am. I was at work at 9:35 am when I received a text stating that my ride would be arriving in 4 mins.
.

Desired outcome: To Do Better...treat your passengers with compassion and respect. Be humane. Don't tell them that their ride is on the way, when they haven't even been assigned.

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11:20 am EDT

Access-A-Ride Wait time/no cars available

This incident has occurred several times! With two separate clients. Long wait time for return trips (hours) then to be told there is no car available to take them back to their start point. My mother waited hours for a car, which never arrived! My grand mother the same situation she is 80+ years old! This has happened in two different boroughs! We understand that we are till in a pandemic but these trips are made in advance things should be already in place for these trips it is very inconvenient not only for the client to access a ride but for the families who are now in a panic with finding a way for their loved ones to get home I hope that this doesn't continue and things can and will get more organized. Sincerely, a concerned family member

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2:01 pm EDT

Access-A-Ride Unable to make reservations

I've been calling access-a-ride for several hours throughout the last few day and I haven't been able to get a rep on the phone at all. I have several doctor's appointments coming up during the next week and I desperately need to make a trip reservation with AAR. I'm disabled, I have limited mobility, and my physical condition impedes me from using public transportation. This is ridiculous. I've even tried signing up for the online reservation feature and it's a total failure. It constantly tells me the ID number I've been using for years is incorrect. How am I supposed to make my medical appointments if I can't make a reservation with this service?

Desired outcome: MAKING A RESERVATION

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11:07 am EDT

Access-A-Ride Cars they send to pick up customers

I have regular pickups on three days a week for dialysis. I use to get picked up on time. Now the drivers either don't show up or show up late for these appointments. Now I have to make alternative plans in case the driver does not show up. This has been going on for at least the past three months May, June and now July of 2021.

Access A Ride has always sent an Access A ride vehicle on time when I had a regular doctor appointment. Now I can't depend on them for that. I had to cancel my appointment and make another one because access a ride never showed up. This happened July 22, 2021.

I'm a Senior who is ill and need reliable service which access a ride use to be.

Desired outcome: That Access A Ride cars will start showing up on time again. If they are not going to show up or be on time why have the service.

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5:50 pm EDT

Access-A-Ride Access-A-Ride

On 07/15/21 I was waiting for my ride and no one ever showed up I called the company they told me the car was outside, when I got down stairs no car was there I then called back they said the driver left cause he didn't see anyone. I called again they told me to take a taxi and I would be reimburse but I didn't have any money so i was unable to make my appointment.

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12:11 pm EDT

Access-A-Ride Schedule and pick up

I realize that the restrictions have been lifted and during my trip to Manhasset I had 4 different people that I've never had contact with sitting in one row of seats! We are on top of each other! The pandemic isn't over yet! How do you lift the restrictions that much? I was picked up in valley stream taken to queens to pick up 2 people to drop them off in lemony to go back into queens to pick 2 more people up to go to Manhattan and my appointment is at 1! What do I tell the hospital I'm going to when they ask have you been in contact with someone that has Covid or been out of the country when I don't know who I'm sitting inches from? We are literally sitting on top of each other with no air conditioning! God forbid we get in an accident I'm with 2 individuals that can't really walk!

Desired outcome: Better oversight of pickups and drop offs

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12:40 pm EST

Access-A-Ride scheduled pick no show

my sister has been waiting almost an hour and due to COVID is forced to stand outside on a street corner. She is not feeling well. this is disgraceful.

Desired outcome: better service/partner with uber

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6:00 pm EST

Access-A-Ride my mta app

Approximately 2-3 months ago the My MTA app started malfunctioning. The day if a trip the daytime trips started being displayed as "Completed" at a few minutes after midnight. Both coming and going trips showed as being completed at exactly the same time.

This happens on the day of the trip, presumably just after midnight and tells me that I have no more rides for the day.

As a result, I get no more 16-minute warning calls, I cannot see what kind of car is coming and I do not know when the driver will actually come or who he is.

Yesterday, 11/16/19 I booked a trip to Manhattan for today, 12/17/19, at 2:20 pm. I went to see when it was coming on the app (the problem is inconsistent but the time is usually wrong.) It told me that the trip had occurred at 12:01 AM and the return trip at the same time. I called the MTA and was told that the driver had arrived at 1:25 pm, an hour earlier and that I was recorded as a no-show. The app yesterday said the car would come at 2:30 PM and today it said 12:01 AM. I got no phone call because the trip had allegedly occurred already. There was no way that I could know when the drivere was expected although I called well in advance of the trip time requested.

I want that non-show eliminated from my record.

This happens with the My MTA cell-phone app, the computer online program and the voicemail for MTA, but not when I speak with an agent. As a result, I have to spend excessive time on hold for information I could have retrieved in a minute and MTA resources are taxed more than necessary.

I have tried many times to text the My MTA comment function, but it cannot connect to the captcha function, so wipes out all my texts to the MTA. I have discussed this with MTA operators and even went so far as to contact the programer whose name was in the Google store when I tried reinstalling the program.

The original paratransit program was excellent but it appears that there is no tech updatinig the program. Please, please get this function fixed.

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Help Me Please !
, US
Nov 11, 2021 10:15 pm EST

According to eligibility I’m excluded from broker services, and Taxis due to my medical equipment and the fact that I require a lift.
However, at least one trip a day gets rescheduled by broker services small black cars I can’t get into.
Eligibility says the computer is correct I’m supposed to be excluded from broker services, and they can’t help me not their responsibility.
The People who answer the phone to reschedule my trips, say they are not responsible to pay attention to original times
When rescheduling, because I’m giving up my trips.
They can’t comprehend the simple fact; if they are sending me a vehicle that can’t accommodate my medical equipment,
I don’t have a trip.
Consequently a pickup In the 7:00 am range, becomes 10, and I’m late to work, to medical appointments, not to mention, the issues I have getting home.
If Eligibility can’t Help not their responsibility
The complaint department is more of a therapy service that just listens to your grievances than a department that actually helps people fix their problem
They have told me many times they understand my frustrations and will fix the problem RIGHT AWAY (All Platitudes I’m still getting the wrong vehicles daily) apparently actually fixing a problem not is not their responsibility .
The scheduling department is not responsible to make sure your scheduled on the correct vehicle
Nor are they responsible to pay attention to the times that you need when rescheduling
Is their anyone in the ENTIRE MTA that Is actually responsible to Help you When you need it.

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Phone numbers

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new.mta.info

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