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Foothill Transit complaints

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100 South Vincent Avenue Suite 200
West Covina, CA 91790 | Get Directions

(800) 743-3463

http://www.foothilltransit.org

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to complaints presented to them.

Complaint Closing Statistics

3 complaints against Foothill Transit closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Foothill Transit

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8/8/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/13/2023

Around 10:20PM Foothill transit driver high beamed me from behind directly behind me at a stop light on Colima road, paso real ave. I know it was high beam because it was way too bright, and also I saw the headlights change and turn off to normal after I took off. I ignored this, then after bus driver passed me, I was in lane 1 and the bus driver cut me off at the next stop light. Aggressive lane change to my lane on the right last minute. I was approximately only 2 car lengths away and the bus driver quickly changed lanes. I was angry after this. Why is this bus driver being so aggressive? I followed bus driver and took picture. Bus driver knew they what they were doing. I demand a complain on file. I demand you check camera system on bus. Bus driver also was speeding, at least 50mph, because when I try to take picture of license plate I was speeding!! Bus driver was speeding away 50mph+. License plate # 1515357 This happened around 10:20pm -10:30pm on 7/11/23. I demand follow up on this case. Resolution Sought I don't want bus driver fired, but I want discipline. However supervisor wants. Bus driver was being petty they knew what they were doing.

Company Response

7/26/2023

The customer was called on 7/19/2023 at 4:30 p.m. and our supervisor left a voice mail with there contact information if the customer can return the call to discuss the complaint and investigation outcome.

11/17/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

10/17/2022

Hey, I was waiting on the 480 Foothill Transit bus for about 30 minutes. It was raining the entire time. When the bus that was scheduled to come arrived he just drove past me. I ended up having to find my way home afterward, home was about 50 minutes away. The bus was supposed to arrive at 10:04 PM at stop FT1710. Resolution Sought I want a Call from management, and apologise for leaving me, especially in the rain. I spoke to someone at another bus stop and they said the bus driver did the same thing!

Company Response

11/4/2022

Email response: "Good Afternoon, I am with Foothill Transit, contacting you regarding Customer Comment 0007-5561. The comment was concerning one of our 480 EB operators passing your stop on Holt/East End Ave, on 10/15/2022. On behalf of Foothill Transit and Transdev, we apologize for any inconvenience this may have caused you. We conducted an investigation, requested video, and spoke with the operator regarding the comment. The operator will be reinstructed on Courtesy and Pass ups. We hope this does not happen again, but if it does, please let us know so that we can take further action. Again, we apologize for the inconvenience. Thank you for your ridership and for bringing this to our attention. For future concerns, please contact our 1 (800) RIDE-INFO line (800.743.3463) or email Comment@foothilltransit.org Have a nice day. " The customer e-mailed us that it was resolved today, 11/4/2022

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