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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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S
7:16 pm EST

Access-A-Ride access a ride driver

My boyfriend and I were just driving to a party (November 14, 2019 at 6:50 PM) and saw a car cut off an access a van. Your driver then sped towards him, cut him off driving on the side of the road to do so, and then went straight in a turning lane on Little Clove Road and Renwick Ave, close to Petredes School. This was insanely dangerous and he almost hit into us since we were in the straight lane. I sincerely hope you reprimand this driver. You cannot have him risking the lives of your clients and the lives of people on the road beside him.

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7:43 pm EDT
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Access-A-Ride complaint about "no show" status ivy moreno, client # 1191667 [protected]@optimum.net

At 10:29 a.m on October 19, 2029 I received a text saying that my ride was assigned to Arthur with an ETA of 7 mins., taxi green toyota camry #AB780, at 9:36 a.m. I received a text that my ride was here so I went outside and got into the taxi and Arthur was not in a good mood, I told him I was sorry I could not pick up my phone when he called and he nastily said "I'm here, that's all that matters", I apologized but he was visibly upset. Then at 9:45 a.m. I received another text saying that my ride had been reassigned to Fermin ETA 7 mins., taxi green toyota prius v, #AA035. Then I received another text saying my ride had been reassigned to Fermin ETA 8o mins, same car info as above and at 10:07 I received a text saying that my ride was here, meanwhile I was already at my destination! I called Access A Ride when I got home from my appointment and was told that I was put down as a "NO SHOW". Please have this changed as I idid take the cab that showed up. Please advise as to when this has been fixed and please call if you have any questions [protected].

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4:20 pm EDT

Access-A-Ride proper service is not being provided. rude and uncompassionate drivers

On behalf of my disabled spouse Larry White, ID# 1137575. Mr. White has a subscription and it was stipulated on his application and approved that he have difficulty ambulating. the request for a lift was a priority. For the last several weeks he has been picked up and brought home in your green and yellow cabs causing pain and discomfort., not only that the drivers from several different companies cannot speak English or have no a sense of directions. often they are lost. Wednesday 10/16/19 Larry did not get home until 9:40pm when his pick-up is normally 6:45pm or 7pm arriving home no later than 8:15, the driver called and told Mr. White he was somewhere on Pelham Pway in the Bronx, . After an hour I called the main line and was informed that the vehicle had broken down (hmmm) Mr.White was not informed. Today the driver that was sent was rude, threatening my husband to call in a no show all because he informed the driver he could not walk all the way to the corner and to come in front of the building. You have to be mentally and spiritually ready to go to appointments like dialysis or chemo-therapy and going you don't need no miserable and aggravated driver, and returning from such treatment you definitely need educated drivers that can understand a GPS system. I ask that you please send Mr. White a truck with a lift and drivers that can speak and understand the English language.
Thank you

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11:09 am EDT
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Access-A-Ride how is your driving/driver

On Friday, September 20, 2019 around 5:20pm. I was traveling home from work on the Jackie Roberson Expressway. Right before the last exit heading toward Pennsylvania and East New York Avenues, a car from the left lane cut in front of me to exit off the Expressway, when out of nowhere a driver from "Access-a-Ride" immediately jump in front of me from the right lane, which then blocked the other driver from exiting off the Expressway.

Once the bus driver let him pass.. the driver from Access-a-Ride continued on to exit a Pennsylvania Avenue. As I'm driving to exit at East New York Avenue the bus driver started to veer toward my vehicle. I proceeded to blowing the honor in order to get his attention. He then made and aggressive swerve toward my vehicle as if he was trying to run me off the road. With swift reaction I swerve to the right lane avoiding contact with the bus.

Inaddition the driver was wearing head phones. When me and the driver finally made eye contact he began removing the head phones from his ears. The driver proceeded to argue with me... while exhibiting and intimidating vernacular.

Unfortunately, I was unable to do a video however I managed to snap a picture of the bus. It was with my deepest concern, not just for the safty of the passenger's of Access-a Ride, but all the commuters who travel to and from their destinstion each day safely. Everyone! should always demonstrate good driving practices whether personal or professionally. I am sure this matter will be addressed in a timely fashion and the driver is heald accountable for his negligentful driving behavior.

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9:45 am EDT

Access-A-Ride access a ride

My name is ganeshi i'm 23 years ago old i'm currently enrolled at mercy college in harlem, i've been costumer of access a ride for over 4 years now the service that they provide is subpar, most drivers/dispatchers are unprofessional and rude. Today however, I had a pickup time scheduled for 7:15am from 2013 new england thruway going to 313 west 125th in Harlem. with carrier CBT vehicle number 5284 i was outside from 6:45am till my scheduled pickup time mentioned above. while i'm waiting i notice a vehicle on the next block which happened to be the bus also mentioned above was parked on a block that was inaccessible for me so i proceeded to flag it down while also calling dispatch to have the vehicle move up while being left on hold for over 10 minutes by dispatch i continue to flag down the driver because he/she decided to park a block from my address. after being held on hold and continuously flagging down the driver he/she decides to pull off and the dispatcher (chris) proceeds to tell me that the driver called out my name and called my phone which is a complete lie and so as a result i was put as a no show. because of this issue i was unable to make it to school on time

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11:15 am EDT

Access-A-Ride smith st brooklyn, ny

CTG, reservation #6854 car [protected]
The scheduled appoint time to pick up was from 7:19am. Based on experience, I've learned to call the driver or access- a-ride same day programs to check on the whereabouts of the driver if I've not heard anything 15 minutes before time. I called the driver 3 times. Each time he responded with 15 minutes. I was in the front seat. The driver on at 2 occassion fell at sleep at the wheel. Waking up when the car behind him beeped. I also thought the route he took was prolonged by taking side streets. I did arrive to work a little after 9am, which was my scheduled arrival time. Person's responsible for the driver should ensure that he is good condiction to drive safely,

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10:04 am EDT

Access-A-Ride ride never showed up, called or explained itself to the company

Today is July 28, 2019 was waiting for Premier Para Transit supposedly vehicle number TBD was what the recording said. The appointment pick up time with them was 8:46 AM to go to 267 Bayridge ave in Brooklyn N.Y. for a 10:30 A.M. appointment. The ride never showed up, I called access a ride several times and waited outside, I was told they have a window of half hour to arrive, I waited and called again 9:16 AM, was told by Access A Ride that the vehicle could not be located or any response from the driver, I waited again till I had no recourse to just not go to my appointment today. I think this is very unprofessional, if the driver is having a problem he should send some type of communication to access a ride for the customer. After all the waiting beyond my time and his allotment time I never was told what happened or was convenienced with another ride. Totally unprofessional and I dont know what kind of a business they are running for disabled people.

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10:15 pm EDT
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Access-A-Ride trip cancellation

This complaint is being filed on behalf of my disabled daughter Capricia Robinson ID 672433 who utilizes Acesss A Ride services. There has been excessive delays in picking her up. Today july 26th. Capricia's trip was cancelled by broker service. Taxi license AB321. Broker service arrived @ 2:15 PM for a scheduled pick up of 2:32 PM. at her Day Program. Trip was cancelled by broker prior to scheduled pick up time. With all the confusion Access A Ride scheduled another pickup which arrived @ 4:31 PM a two hour delay. Later the same evening Capricia was scheduled for a 7:13 PM to return to my home in Brooklyn. Trip was again cancelled. Access A Ride could not give an explanation as to who cancelled the trip. Upon speaking with a Supervisor Michelle @ approximately 7:40 PM she insisted it was an online cancellation. There is no online account. Capricia could have not cancelled appointment as she has no access to a cell phone. I was informed another vehicle would not be sent being she is home. Capricia comes to my home Friday nights due to her disability she cannot remain in her home alone without assistance. Broker service is causing a nightmare for my family. If you review Capricia's account you will note excessive delays with broker services. This jeopardizes her participation with her Day Program as they close the facility @ 2:30 PM. Capricia's PCA has grown tired of these situations and seek employment elsewhere.
Jacqueline Robinson
[protected]

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N
4:15 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Access-A-Ride driver

My husband and I were driving in the right lane coming off the bridge from Staten Island to Brooklyn. All of a sudden we heard honking. Our lane would merge with the left lane in 15 feet. We were going about 45 and we saw Access a Ride car behind us honking. He was about 30 feet behind us, and nearly ran us off the road while he honked at us. His car was NY 8851 and this occurred on Sunday, July 14. I'm 8 months pregnant and he almost ran us off the road.

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The complaint has been investigated and resolved to the customer’s satisfaction.

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4:22 pm EDT

Access-A-Ride driver wasn't at address

My mother was supposed to have an appointment 10 am and the access a ride arrived at 9:30am when they got outside the access a ride wasn't there he was parked in front of the wrong address. When he finally realized he was at the wrong address he had told her that they didn't show up. When she called the access a ride the woman she spoke to was very disrespectful and yelled at her explaining how my mother was lying when she wasn't.. I'm complaining for her because she is elderly and is very upset now because of how she was treated. Access a ride is supposed to make things easier for the elderly not more difficult. I hope this problem gets fixed because this isn't the first time my mother has told me about this same situation happening.
This is in regards for Judith Gomez.

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10:39 am EDT

Access-A-Ride ctg/sarah ventures

06/03/2019
Client ID 1202674
CTG/Sarah Ventures Car #164
Complaint Reference # [protected]
I had a 6:10 pick up with access a ride I am subscription passenger ID# 1202674 everyday 6:10 am pick up. My trip was assigned to a broker service Sarah Ventures Car # 164. I was picked up @ 06:18 am and the driver told me I have another pick up. I said as long as I am not late to work. Driver said I am not late I have a 30 minute window. I said I did not say you were late I said as long as I am not late to work. We proceed uptown, for 1.9 miles I work downtown. At 6:26 am drivers phone rings and he speaks a different language. The pick up is on 180th and valentine ave. The pick up is 2050 Valentine Ave. It is now 6:30 am driver calls passenger who said I be right there. Then calls back whoever he was talking too in the other language. @ 6:33 am he calls the passenger again who and said Mame I have to go he was screaming. The passenger said she is on the elevator I have to take the elevator. Once he hung up with her he click right back over to the other person he was talking to. Passenger got in the car at 6:35 am. All this time he is still on the phone. At 6:41 we got on the highway I asked can we close the window and put on the air the driver responded no I can't. I said the nose on the highway makes the plates and screws in my head resonate. The driver just sucked his teeth. I closed my window and the other passenger closed hers. the entire trip he was driving and talking on the phone. I Arrived at my job at 6:56 am feeling unsteady on my feet and my legs like noodles due to the noise on the high way. The driver was on his phone from 6:16 am to 6:56 am the entire ride on speaker. Is this how handicapped /disabled people are treated by what is suppose to take the place of the inaccessible mass transit system for us in New York City? I think not. If this driver shows up for me again I am calling the police

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10:39 am EDT

Access-A-Ride services by broker service

ID # 1202674
On Wednesday 06/26/2019 I had a scheduled pick up for 5:34 pm.
I was not picked up until 6:08 pm I was on the phone with access a ride for 33 minutes and then I finally got picked up at 6:09 pm. I am hemiplegic standing outside for over a half hour. This is how access a ride treats handicapped people.
I fully intend to complain to everyone from the governor on down.

This is a copy below of the email I sent the Americans with disabilities act:

Access a ride ( NYC Para transit authority )treats disabled and handicapped people like we are dumb. I had Brain surgery on my right temporal lobe, leaving me with left side weakness and coordination and balance issues. This made me eligible for access a ride. With access a ride I have been left standing on the street for more than an hour waiting on the alleged ride that was allegedly coming. I have been in a care on 05/08/2019 for more than 3 hours for a ride that took 40 minutes to get to initially. Not allowed to stop for the bathroom and then when you complain I was once told "Your only paying $2.75. Since my initial complaint I have been picked up late regularly my job is on the line. Access a ride is a shared ride system because NYC transit system is inaccessible for disabled people. It is supposed to be a door to door shared ride system. Well let me list the things that I have endured.
1. Being forced to cross 4 lanes of traffic because the driver arrived on the wrong side of the street
2. Being in a forced to sit in a car for almost 4 hours just because one of their subcontractors doesn't pay the drivers tolls.
3. being stuck in a car for almost 4 hours and told we are that they go by mileage and the drivers often take routes that keep you in the car longer than you should be.
4. Being in a car for hours and told they can not allow you to go to the bathroom. Why if I was able to take the train I would get off.
5. They often give subcontractors the job called broker service and this people treat us like animals herding us in the cars, with every seat filled sometimes a Toyota camary with 3 people in the back and one in the front. They don't move unless the care is full and do not care about your promised appointment time.
6. These broker services have 2-3 pick ups at the same time or within 2-5 minutes and the pick ups are often miles apart they know they are not going to make it.
Finally if disabled and handicapped people being treated like cattle for transportation purposes is not ADA worthy of a complaint, Please send me the resources to be the voice in the wilderness for them. I have had this service less than 90 days and it is bad how they treat people but we have no voice. Signed your friendly neighborhood disabled working nurse.

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8:11 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Access-A-Ride unethical behavior

[protected]/13/2019

I was scheduled for a 6:10 am pick up time and at 6:18 am I called access a ride [protected] same day trip issues, only to get a person who once told I was not picked up continued to ask me what I wanted to do offering no real help. I called CTG only to find out that they changed my pick up from 06:10 am to 06:43 am when my appointment time is 7:00 am

I do not want to be serviced by CTG sub contractor as they treat people with disabilities inhuman. The car that arrived was filthy and the driver snappy. To add insult to injury CTG knew he was late picking me up and demanded that he pick someone else up within 9 minutes making me later than I already was.

I do not understand why MTA Para Transit authority subcontracts with CTG.
This company gives their drivers rides that the know the can not complete on time.
Their motto is why you complaining you not on the bus or the train you only paying $2.75. Did MTA Para Transit authority not know that if I could I would still be taking the train, no one wants to be hemiplegic.

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Update by Margaret A Stephens
Jun 13, 2019 8:19 am EDT

being hemiplegic does not make you dumb!

Resolved

My complaints have not been resolved. As a matter of fact today @ 10:45 am I have a pick- up going to my companies main office to see if I will keep my job. Thanks to access a ride my job is in jeopardy. No different from the train and bus system access a ride is inaccessible.

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7:39 pm EDT

Access-A-Ride service for pickup times

I use access a ride approximately 2 to 3 times weekly I am 75 year old disabled Vietnam vet as most people that use this service are either disabled or aged, I am complaining about service on 06/03/2019 I was supposed to be picked up at 12:23 pm today at 7110 5th avenue in Brooklyn I called and after being on hold for 9 minutes I was told vehicle #4670 would pick me up at 12:52 well 12:52 came and went so I called again after another 8 minutes on hold this time to same day problems I believe prompt #5 told them my problem and they said another 10 minutes I forgot to mention I had a 1:15 appointment at my home with spectrum they charge 75.00 dollars whether I'm there or not needless to say I missed my appointment finally got picked up at 1:20pm, when I called they have the nerve to tell me there is traffic in new York I can understand 30 minutes late when it is approximately 1 hour that is ridiculous transit is taking advantage of the drivers and also the customers by giving the driver to many stops and never being on time, transit did away with e-hail and access a ride service is horrible again because of this transit is taking advantage of customers who have no choice because of the fact that we cannot afford to pay for taxis, someone should take a long hard look at the way this system is run and have a little empathy for it's riders!

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4:14 pm EDT
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Access-A-Ride hit and run case - unethical behavior. incident took placed at 148 pl and 61st rd, flushing, ny. may 23, 2019 at 10:35am

An Access-A- Ride pick up service hit my car parked at 148 PL and 61st RD, Flushing, NY, and fled. The accident occurred on May 23, 2019 at 10:35 am on the 61st RD. It is a very irresponsible and unethical act on the part of the driver, who after destroying the front of my car, ran away. Access-A-Ride is offering a service to our community and should not be violating the law as this Access-A-Ride driver did.

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12:33 pm EDT

Access-A-Ride reckless driving

4/30/19 I was not only cut off but was break checked by an access a ride driver Bus # 5134 MVP. License plate number BA-9666. I was on the Staten Island Expressway in New York getting off the Clove Rd exit on the outside lane. Keep in mind that exit has two lanes to exit. The bus was right next to me and proceed to speed ahead of me and cut me off. The driver then jammed his brakes while no one was in front of him. I was in a 2019 vehicle so thankfully the brake assist kicked in and I was able to avoid an accident. The Driver proceeded and was driving in and out of lane after lane for no reason other than to get ahead of the other drivers. Cutting off a couple of cars while doing this. Now I don't know if any passengers were on the bus but its completely reckless. My mother takes this service and to know that their are "certified" drivers transporting the sick and or elderly that drive like this is absolutely disgraceful. I see now why Access a ride gets a bad rap. I'll pay the extra money to uber my mother to the doctors. Thank you Access a Ride for opening my eyes to your reckless drivers.

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8:01 pm EDT
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Access-A-Ride unsafe driving

I would like report unsafe driving by a driver of an access a ride driver. This occurred on Sunday April 28 at 2:50pm on Flatbush Ave and Kingshigh way in Brookly, New York. The access a ride mini-bus License plate was BB1039. The driver was swerving and speeding around me, as well as tail gating my car. I had 2 kids in the car and was very scared for their safety.

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9:33 pm EDT

Access-A-Ride did not pick up at the correct time and failed to make appropriate pick up at second location.

My pickup time was 3:10pm at 1450 Point Breeze Place, in Far Rockaway on Wednesday April 3, 2019. I had subscribed rides to and from 1450 Point Breeze Place, Far Rockaway, for an appointment that starts at 4:00pm . I was informed that my pickup would be 3:10pm. I wasn't picked up until 4:30pm to take me to 657 Central Avenuefor a 4:00 appointment.. My return time was 5:15pm. I called access a ride several times to arrange a different pick up time for my return trip and I was told that my new pickup will be 6:30. No one showed up, I called again and then they told me it would be an hour and a half before anyone could pick me up. I told them the building would be closed and that would leave me in the street. I told them to forget about it. I received a call from access a ride telling me my pickup will be after 8:00pm. I was home and tried to return the call but was not able to talk to anyone. I got a message to call back during business hours.My NYC transit Reference number is, 1201457. I will be calling in the AM to find out why my subscription was not handled properly.
Patricia Carter

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8:29 am EDT
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Access-A-Ride 03/31/2019 i’m complaining about the route 4735

I was expecting a visit from my friends yesterday (the husband is disabled) who decided to take an access a ride to come to my house (Brooklyn to Queens) Once the borded the wife called to say they were on their way, in the background I herd the driver yell at her "Get off the phone you are not allow to use it" so my friend hang up, so I called access a ride headquarters (I attaching the video of phone call below) after explaining the situation the person who I spoke was very kind and explain to me to make a complaint. I also attaching the video where I recording the driver when arrive at my house, and she clearly says the person behind her sit are not allow to use the phone, my request was her ID number and name I was demand in a kind manner multiple times but she never status (me and my wife and my friends who took the access ride are very disappointed about the situation and how employees treat disabled people.. hopefully I receive some good news from your company who do a great jobs in helping people's. And someone take action in this sad story

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2:11 pm EDT

Access-A-Ride late for my appointment

On 3/21/19 I was picked up at 5:30pm for a 7:00pm appointment .Professional vehicle 5320, driver was on time, picked up another passenger 6:00pm, great, on our way, then the dispatcher calls and gives the driver another pickup, when we reached him it was 6:32pm, no way was I going to be ontime for my appointment. I called two (2) days in advance for my appointment so I could be on time. It was not the drivers fault, the dispatcher is over booking, with no reguard for our (the passengers) schdules.

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