HomeMy WebLinkAboutLetter from Gordon Hilty - B-Line ParaTransit ADMINISTRATION
JUN 18 2018
OROVILLE,CALIFORNIA
The Hilly Family
2060 Amanda Way #45
Chico, CA 95928
Lance Atencio
B-Line ParaTransit
General Manager
326 Huss Drive
Chico, CA 95928
Dear Sir,
I have been a devoted ParaTransit rider for almost a decade. Your
drivers are courteous and always willing to help in any way needed.
Your call center is another matter.
On June 12th, I had a 2:oopm doctors appointment. By 2:25pm, I was
still in the waiting room and was aware I would not be ready for my
return trip at 2:45. I called the main number to let the dispatcher
know I needed to reschedule my return trip. After pressing 5, then 1
to get the ParaTransit dispatcher, the line was immediately answered
by music that lasted twenty-five minutes. During this time, my
driver (Beverley) arrived to take me home. I told her of the problem
and she responded she would inform the dispatcher. I remained on the
line, still listening to music till after 3:00pm. At this point I
became extremely concerned I would be left with no way to get me and
my wheelchair home.
I finally hung up and called back to the Reservations Section. The
first line she transferred me to was answered by an answering machine
with a male voice asking me to leave a message. I left a message
(call was never returned) and called back to the reservations number.
I explained my situation again and my fear of being left alone with
no way home. The agent connected me to an extension that was an
in-house line that was immediately. gLi5Wgred! I explained my situation
and I had a bus ready when I was done.
I was appalled that after 45 minutes I got no attention. If the
reservation agent had not intervened in my behalf, I don't know what
would have happened. This is not the first time this has happened -
always in the afternoon or on the weekends,. This is never a problem
in the morning .
As part of the at risk population of this city, I think we deserve
better .
Sincerely,
1011",
Lq 9xt
Gordon B. Hilty
Cc: Mayor of Chico
President of the Board of Supervisors