Access A Ride Customer Service Issues

I believe it would be beneficial for the transportation service to assign the same drivers to the same routes consistently. This way, the drivers can become familiar with the route and the passengers. When a client requests a specific pick-up time, like 7 am, it would be ideal if the vehicle arrives close to that time, perhaps within a 15-minute window rather than 30 minutes. It can be frustrating when the drivers are late, and the dispatch center staff can come across as rude when they repeatedly claim the driver is only ten minutes away when the wait time is much longer. Additionally, it's important to consider the needs of passengers, especially those who have disabilities and cannot communicate verbally. Prolonged travel times can be distressing for them, especially if it leads to missing medication schedules and causing behavioral issues. The focus should be on improving the planning of routes and the behavior of drivers to prioritize the well-being and convenience of the clients.

On November 23rd, I contacted Access A Ride to book a ride for November 24th to Regional Radiology on Staten Island for a 12pm appointment. This was my first experience with automatic scheduling, and I couldn't speak to a live representative. I requested to be picked up at 11am but was scheduled for 10:15am pick up at home and a 12:30pm pick up at Regional for the return trip by MVP without a contact number. Concerned I wouldn't make my appointment on time, I tried unsuccessfully to reach a live person due to the holiday weekend. This morning, my attempts to change the pick-up time failed. I had to cancel my appointment and Access A Ride, and the automated system said I might be penalized. As an 81-year-old living alone with a slight hearing problem, this system is too challenging for me. Thank you.

Hello, my name is Kendall E. On January 12, [redacted], I had to be transported by ambulance due to complete memory loss and high sugar levels. I had not been taking my insulin or other medications inadvertently. Upon returning home, I found a letter in my mailbox scheduling an Access-a-Ride interview for the following day. When I reached out to request an extension to gather necessary doctor's documentation, the representative assured me that it wasn't required. During the appointment on February 6th, I expected a medical assessment due to my foot implant and toe injuries. Unfortunately, the examiner did not examine my foot properly despite my discomfort when walking. I have existing medical conditions documented by my doctors, like needing hip and knee replacements and neuropathy. Despite my history with Access-a-Ride since the 90s, they denied my application for lack of immediate medical notes. I have been unable to reach a supervisor for clarification post-rejection and even my social worker faced challenges. I seek assistance to regain access to medical appointments, especially at Weill Cornell, to manage my health better. Thank you for any help offered.

I need to make a trip reservation for a doctor's appointment at 11:30 a.m. on August 12, [redacted]. However, I realize that I missed the hours of operation on August 11, [redacted]. To make a reservation, it is necessary to do so 1 or 2 days before the scheduled trip. I understand my mistake as I was unaware of the closing hours. I would like to reschedule the trip for tomorrow using the online option if possible. Unfortunately, it is currently after business hours. Could you provide assistance, or do I need to cancel the appointment?

Subject: Building Mix-Up Incident Hello, I was at Building [redacted] Andrews Avenue waiting for my ride when the driver passed my location and ended up at [redacted] Andrews Avenue due to relying solely on GPS. As I struggled with my cane to reach the vehicle, the driver honked, even after I clarified the correct address to him. The driver seemed in a rush and didn't acknowledge his error. I believe it's essential for drivers to combine GPS with reading street signs and building numbers for accurate navigation. The car involved was 6L61. Respectfully, D. Patricia Jewett

This morning, I took a ride with Access Arise van and mistakenly left my shopping cart in the trunk. After contacting Access Arise, they assured me they would arrange for the driver to return the cart, but unfortunately, I didn't receive a call. Following up, Access Arise directed me to contact another company named Maggie's, but my call went unanswered, so I left my contact information. I am simply seeking to know when the shopping cart can be delivered back to me. The van number I traveled in was [redacted].