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From: Linda A. Southard
Date: 2/22/2002
Time: 12:58:34 PM
Remote Name: 138.164.209.239
We have been using the MATA Plus service for several months and have had nothing but problems ever since we started. Drivers on several occasions cannot find address or are late. Schedules they give you when making reservations are seldom kept. Always late. My son used to be on regular schedule. When his grandfather died and we had to go away for week, when we came back they had transferred over to new system. Now he is on waiting list again. I have to call every Sunday for rides on Mon, Tues, Wed. When I call sometimes I am on hold for over 45 minutes waiting for someone. At other times I am on hold majority of time from 10 to 45 minutes, mostly 20 to 25 minutes is average time I am holding and waiting. Alot of times the phone rings through to another desk who says she is not reservations and forwards me to 722-7000 which in turn forwards me back to 722-7171 and I have to go through same problem of picking choice and being put on hold again. This happens more often, at least 3 out of 5 times I call. I wonder if I am put at back of hold list or what when this happens. Sometimes on this same call I will go thru this loop 5 or 6 times, each time to the same numbers over and over again. The new system sucks. You cannot make weeks worth of reservations,you have to call on Sun and then call again on Tues for rest of week, even when it is same pickup and delivery times five days a week every week. I made a complaint thru an e-mail and all I got was automated response. Noone ever called or replied to my complaints. I guess that is how much they care. When I complained in person to supervisor all I got was apology from driver and that I must have mistaken her words. I did not mistake them. I enjoyed reading your articles on your web site and totally agree with your views and support your efforts very much. I also believe the some of the drivers are very courteous and understand the needs of the Brain Injured person who is handicap and other handicap persons, but there are some that treat them like animals and do not understand a brain injury can cause a person to say things that would be inappropriate in public. You tell them you are trying to retrain the brain but they look at you as though you are lying. I have one driver right now that I am very upset with who does not understand a brain injured handicapped person and we are really going to clash soon. Just thought I would let you know my feelings with MATA Plus. Right now it is my only transportation alternative for my son. I am currently looking for other means of getting him transported. Memphis needs to shape up for the handicapped and realize we have money to spend and we have a vote. We are citizens too. Listen to our complaints and correct them. An apology does not cut the mustard, actions do.