HomeMy WebLinkAboutEmail from Jim Peplow with BCAG - Response to Gordon Hilty's Complaint Letter RE B-Line ParaTransit Menchaca, Clarissa
From Jim Pep|aw <JPep|mm@bcagurgx
Sent: Monday,June 25, 2O183:54PK4
To: Teeter, Doug; Connelly, Bill; Kirk, Maureen; B()S District 4;Wahl, Larry; Menchaca,
Clarissa
Cc: ion Clark; Ro��n, Mike
Subject: RE: Board Correspondence
Dear Board VfSupervisors,
While investigating the letter ofcomplaint from Gordon Hi|tyregarding his difficulties imchanging escheduled
panatronsitride, vvewere able topull the call logs and transcripts to determine the timeline of exactly what happened.
He originally called the Customer Service Rep (CSR), the person who takes the reservations, at 2:31.Since it was for a
same day request, she transferred him to Dispatch.Apparently, the dispatch line was busy and Gordy was sent into
voice mail.The total call lasted one minute,47seconds.
At 2:38 he then tried calling dispatch directly and for some reason got put on hold music.That tota| call lasted less than
14minutes before hehung up.
He them called back at 2:51 and talked to the CSR,who immediately connected him to the dispatcher. Gordon was able
to make arrangements for a new pick up time and that call lasted less than four minutes.
From the beginning ofthe first call at 2:31 until everything was confirmed and done by 2:55, the total amount of time
was 34minutes, with about 20minutes being actual call time.The majority ofthat time was due tothe nearly 14
minutes on hold music during the second call. Mr. Hilty wrote that he was on hold music for 25 minutes, until after 3:00.
HeaUsosaid he "was appalled that after 45minutes" hehad still gotten noattent|mo. Our call logs clearly show that the
timeline that Mr. Hilty lays out is very exaggerated and misrepresents the level of service he received. Our goal is to
have all issues like this resolved in a single call.This was not the norm, but clearly not to the extent Mr. Hilty implies.
---------------------------
Jim Pep|oxx
Senior Planner
Butte County Aann6wGnnnfGovernments
Butte Regional Transit(m'mne)
326 Huss Drive,Suite 150
Chico,coenozo
(530)809-4616 fax 879-2444
�w.bcag.org
---------------------------
> From: "Menchaca,Clarissa" <cme nch aca @ buttecmu nty.net<ma i Itm:cme ncha ca @ buttecou nty.net>>
--------------------------> Fmom: '`Memcheca,C|erissa" <cnnemcbaca@buttecmunty.net<nmai|tm:cnnenchaca@buttecmumty.net~>
> Date:June 2[\ 2U18at4:15:52PM PDT
>To: 8{}5<B0S@ buttecoumty.nat<nna0to:Q[>S,@buttecnuntV.net»>
pSubject. Board Correspondence
�
> Please see the attached letter from Gordon, Hilty concerning the B-Line ParaTransit.
»
*Clarissa Menchaca
*Associate Clerk nfthe Board
1
> Butte County Administration
>25 County Center Drive, Suite 200, Oroville,CA 95965
>T: 530.552.3308 1 F: 530.538.7220
><Letter from Gordon Hilty- B-Line ParaTransit.pdf>
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