My experiences with Dial-Aride: During the last several months I have had to schedule my ride two hours before my appointments because being picked up late. Last week I scheduled a ride for 8:30 a.m. I waited outside on my porch, and no ride. I called and spoke with one of the dispatcher's who stated that Dial-A-Ride had already been there, and left a flyer on my door. I had several of my neighbor come over to see where the flyer was. Each person said they didn't see one. However, Dial-A-ride did pick me up about an hour later; but when I return home a flyer appears on the grass outside my house. I have also called to cancel a ride which was done 15 minutes prior to pick up, and either got put on hold or hung up on. By the time I did get through to someone my ride was considered a no sho. ----- Original Message ----- From: Easy Talk To: tabi@xxxxxxxxxxxxx Sent: Sunday, April 07, 2013 8:09 AM Subject: [tabi] Re: Fw: your experiences with Dial A Ride Thanks Norine, I'll add your info to the rest. Robert ----- Original Message ----- From: Norine Labitzke To: tabi@xxxxxxxxxxxxx Sent: Saturday, April 06, 2013 9:58 PM Subject: [tabi] Re: Fw: your experiences with Dial A Ride Most of your know, I am very pro Dial-A-Ride, and perhaps overly tolerant, positive, and supportive of Dial-A-Ride,, but even my patience is about to run out. As has been said before, it is not the drivers fault – they are severely overscheduled. My experiences over the past few months that have been very frustrating are as follows: #1 calling the dispatcher and being lied to, and especially and often by one whose first name begins with “T” – I can understand they are busy; I would be annoyed if told I don’t have time to deal with your problem right now, however, I could tolerate that, but I extremely resent being lied to,– one dispatcher does this repeatedly – I will call the 30 mins after my scheduled pick up, be put on a long, long hold, then told the driver will be there in 3-5 minutes, which does not happen; when the driver comes they tell me, they were never contacted. Thus I am too late for my appointment or class. In some situations, had I known the schedule and how late I would be, I would have cancelled or made other arrangements. I would support a computerized or automated system that riders could access to determine the approximate times of our rides – it might not be what we want to hear but it would be objective and honest. Also, why can’t riders have the same courtesy and notifications if their scheduled times will be late, and given the option to make other arrangements and not charged with a “No show”.. I teach a Bible Study class at my church at 4:30 on Wednesdays and have a standing 3:15 pick up, which certainly should assure I am not late, but three times in a row recently I was late. How early do I have to schedule to be sure? The same is true if I call and say” I am ready early, would you please notify my driver?” I am assured that will happen. However, when the driver comes, usually late, they say they were never notified and their schedule would have been much easier and more manageable if they had been told this – this usually occurs for me in the middle of the day, when things are slower. Lately, I have had to cancel pick ups when it is evident they cannot get me to my work, class, or destination on time. I have been told these trips are cancelled – God forbid I get a notice my riding privileges have been suspended because of too many “no shows” Another similar problem, which happened today, is that once I got on the bus I dialed dispatch and was put on hold for a long time, then disconnected. I asked my driver to call for me to cancel a pick up at 12:15 – it was now about 12:16 after I had been on hold for several minutes. The driver was able to get through to dispatch much quicker than I could and I think and hope this will be ok. Recently I have tried to cancel about an hour and ten minutes before my scheduled trip but been put on a long hold, usually been disconnected and had to call back, thus making it late by one or a few minutes. I always explain this and am told ok; I hope and pray I do not get a notice otherwise. It would be nice if cancellations could be within thirty minutes, or less, rather than an hour. It would make the drivers schedule easier, and often, a rider such as myself, does not know how long I will have to run over at work, or that someone will offer me a ride. At least, when at work, could we cancel or delay such as is allowed at a doctor’s appointment? The people in scheduling are usually very reliable, and one who is very good, also seems to have a control problem. I requested to change a standing ride to and from work to be picked up at 12:15 rather than 12:45. I was told, after a few days of “we have to talk with Quintas to get permission to change” to I could not change a standing ride. This seems quite strange as it seems to override my employers ability to change my schedule. Does Dial A Ride have a policy on standing rides for work, and standing rides in g eneral? I would like to know this and all their policies. I could support a priority of scheduling for medical, school, and work as number 1 priorities with a one hour tolerance strictly accounted for and enforced. It would seem those of us who are using the system because of age, health, and other reasons not our own fault should have a number 2 priority for rides no matter where or why with perhaps a 75 -90 minute tolerance; anyone using this service who does not fall in this category should be subjected to and able to live with a #3 priority of a 2 hour+ tolerance. I continue to appreciate and support Dial-A-Ride and their caring hard working employees. Changes need to be made. I did not know that persons with DUIs could affect schedules and agree this does not seem fair – if anything, it would seem they are the ones who should have to schedule with a 2 hour + leeway for work or other appointments. I am sorry for them, but their need to ride comes from their own choices where many of us ride because of circumstances beyond our control and are trying our best to maintain employment, pay taxes, maintain or improve our health and ability to be good citizens doing volunteer work, etc. Hopefully this helps with what you are doing. Probably after sleeping on this, I will have many more situations and examples to share, but probably will not, because this and the others who have responded have already addressed them. Thanks for taking this on and for all you do Norine From: tabi-bounce@xxxxxxxxxxxxx [mailto:tabi-bounce@xxxxxxxxxxxxx] On Behalf Of Easy Talk Sent: Saturday, April 6, 2013 8:27 AM To: tabi@xxxxxxxxxxxxx Subject: [tabi] Re: Fw: your experiences with Dial A Ride Hi windy, Thanks for your support. I am collecting all the info people give me so we have proof of the problems and will add yours to the list. I will keep you posted on progress. Robert ----- Original Message ----- From: wendy.hoss@xxxxxxxxxxx To: tabi@xxxxxxxxxxxxx Sent: Friday, April 05, 2013 4:42 PM Subject: [tabi] Re: Fw: your experiences with Dial A Ride Robert, I whole-heartedly agree. The drivers are completely overbooked, I have been late to work twice when I have to go to the office at TCC and it was due of course to overbooking. Also to add to your list is one that I fussed about many times before and that is being allowed more than one escort. People with disabilities have families too - it works in Jacksonville and BTW you pay less per ride over there. I will be happy to go to city hall with you. I don't really know how much help we will get from others in the community but I am willing to try. Thanks, Wendy -------------------------------------------------------------------------- From: "Easy Talk" <Easytalk@xxxxxxxxxxxxx> To: tabi@xxxxxxxxxxxxx Sent: Thursday, April 4, 2013 5:18:12 PM Subject: [tabi] Fw: your experiences with Dial A Ride ----- Original Message ----- From: Easy Talk To: Rosser, Andrea Sent: Thursday, April 04, 2013 5:16 PM Subject: Re: [tabi] your experiences with Dial A Ride Hi Andie, Thanks for your prompt attention to my concerns. I look forward to your call. you can reach me at 906-9821 Robert ----- Original Message ----- From: Rosser, Andrea To: Easy Talk ; Maldonado, Ivan ; Hudson, Jann Sent: Thursday, April 04, 2013 1:06 PM Subject: Re: [tabi] your experiences with Dial A Ride Mr. Miller, Thank you for forwarding this to me. I believe we can fix the issues you have listed below. StarMetro would appreciate the opportunity to talk with you about each issue prior to the City Manager/Mayor/ Commissioners getting involved. Having involved citizens like you is what makes our system better. I will give you a call tomorrow. Thank you, Andie Sent from my Verizon Wireless 4G LTE DROID Easy Talk <Easytalk@xxxxxxxxxxxxx> wrote: ----- Original Message ----- From: Easy Talk To: tabi@xxxxxxxxxxxxx Sent: Thursday, April 04, 2013 11:04 AM Subject: [tabi] your experiences with Dial A Ride What have been your experiences with Dial A Ride since the Decentralization of the bus system. It is my understanding that 100 new users have registered and been approved for service but there has been no expansion of vehicles or drivers and drivers say they are being over booked. Recently Sila totally missed a dentist appointment, had to wait for two hours to get a return trip home from a medical appointment and just this morning was picked up 1 hour after her scheduled pick up at 7-30 for a two hour medical procedure. Since Dial A ride starts pickups at 6-30 AM, with in a hour they were already a hour behind. As we all know public transportation has declined in Tallahassee and Leon county for the past five years and we also know transportation is a vital service for the visually impaired. I think it is time that the disabled community stand up and try to remedy some of our transportation problems and at least get it back to what it was five years ago. I propose we start with Dial A ride and work our way up to night and non sponsored county service. I am not particularly interested in doing this under the guise of TCB or the local NFB chapter but as disabled citizens who need a service that is reasonable by contacting city and county commissioners by phone, email and requesting for agenda time on both boards. We can also use media coverage to get there attention. Here are the things I think will help as far as Dial A ride is concerned 1 not sure who made this rule but you can not have a dispatcher check on your ride until the vehicle is 30 minutes late. This means if DAR screwed up you only have 30 minutes to make your appointment and from my experience you will be late. This needs to be immediately changed to 15 minutes. The fact that you have to wait 20 minutes after your pickup time to see if you are on the schedule must be scrapped. 2 Dial A ride must have at least one vehicle available at all times to deal with over books and scheduling changes such as some one not being ready for pickup from a medical appointment. 3 as soon as possible the City needs to acquire vehicles and drivers to meet the demands due to decentralization of the bus system. They created the monster so let them pay the price. 4 The city needs to look for a better schedule routing system for more efficient scheduling and not allow drivers to be scheduled for more pickups and drop offs that aren't physically possible. 5 have the rule changed that allows self inflicted driving privileged restricted/DUI people removed from being able to use Para transit. Just imagine, A drunk driver can cause you to be late for your doctors appointment or not be allowed to go grocery shopping. Folks, this is a serious issue and it is time we stand up and do something about it. I hope you will join me in this indever. I think the issue can be dealt with in the manner I have outlined. I think we have a few city and county commissioners who care and may just not be aware of the problem. About a year and a half ago, a bunch of us went to the city commission meeting and at that meeting when I spoke, I gave each commissioner a document of research I had done on the Polaris traffic signals and many of you know that is what the city is using now so it can work with some effort on your part. Once we get Dial A ride back on track, we can move to the other transportation issues. Thanks Robert .