Write a letter or not? (SEPTA complaints)

[jenmar]

I could really use some advice on this if anybody out there has some...

In late November, I contacted the paratransit department of SEPTA (Southeastern Pennsylvania Transit Authority, like DC's Metro). Because there wasn't any detailed information on their website about their services, when I called I asked if they could tell me more. I was told that they couldn't tell me more over the phone (why I don't know), but that they would send me an application.

Two weeks later, I still had not received an application, so I called back and was told they had no record of my previous call but would send me another application. Two weeks after that I finally received it. I don't understand why it took so long to mail it out to me, but whatever.

In the application, it states that it will take them approximately three weeks to get back to you. That's also rather annoying, but I accepted it and mailed off my application.

Not too long after this, a friend was mistakenly under the assumption that I still had not received an application at all. She called and talked to someone in management and basically made a stink until they agreed to mail an application to her house in my name. She received an application within days of her request.

My interest in getting set up with this service is so I can have transportation to and from job interviews and, eventually, work. In the meantime, I was working a temporary position and had help from friends and family with transportation (which is no longer possible). Now, I'd sent off that application in December. I was so busy with work, I just figured I'd wait patiently for SEPTA to get back to me. My temp job ended in February, but I still hadn't heard from SEPTA.

With time on my hands because I was out of work, I called SEPTA to find out what was going on. After sitting on hold for ridiculous amounts of time only to get hung up on, I finally dialed a manager's number (given to me by the friend who called and made a stink) and left a message on her voice mail. When I got no response from her after a few days, I figured I'd try getting through the main number again. When I finally did get through, I was told that they had never received my application, that maybe it got lost in the mail. A couple of days later, I came home to a message from the manager I'd called, and she told me the same thing I'd learned already: that my application was never received. She also said that my message to her had apparently been lost for who knows how long in voice mail limbo, which is why it took her so long to get back to me.

In any case, I used the application my friend had obtained and mailed it off via certified mail this time so there'd be no chance of it getting "lost," and I sat back to wait my three weeks. Right on schedule, I got a call with questions about my application and was told that I would receive something in the mail the following week.

Well, I was expecting something much different from what I actually received, which was paperwork for my doctor to fill out. I really didn't understand this because I had given them his name, address and telephone number in my application. Yet now I'm required to get this paperwork to my doctor?! And obviously, I'm having problems with transportation, or I wouldn't be in contact with them!! But I got the paperwork off to my doctor in the mail and included an envelope so he could mail it directly back to SEPTA. I had also included something else for him to fill out with another envelope addressed to myself. When I received that second envelope, I knew that he'd also mailed off the paperwork to SEPTA and that they would have received it.

So, I called SEPTA to inquire about my application. I was told that they had just received the info from my doctor and that my application should be complete on Friday (this was a Tuesday when I called). I waited to call back on the following Tuesday to inquire about my application. Guess what I was told? That they had just received the information from my doctor. I said, "Yes, but I was told last week that my application would be complete on Friday." The woman on the phone said, "No, we have three weeks to process the application." ARGH!!! There was no mention on the application of this additional three weeks. I started this whole process back in November, here it is June, and here I sit unable to go on job interviews and work because I have no transportation. This process should not take six freaking months!

So, does anyone think it's worth it to write a letter and complain about this? It's been suggested that I send a copy to the editor of the local newspaper. I'm afraid of two things possibly happening: one, that I will get turned down for services because of this or two, that the letter will be received after I get accepted (yeah, right, like I'll be accepted anytime in the near future!!) and then I will have services terminated or some other kind of retaliatory action taken. I just don't trust these people-- I'm positive that part of the problem is people not properly doing their jobs (ie, not receiving an application the first time I requested one and it taking two weeks for me to receive the second one) and I worry that even if I do get set up with service that it will be as unreliable as my experience with them so far has been.

Any advice is appreciated!

Jen

[jenmar]

My boyfriend once said that I should threaten SEPTA with going to their "competition." Well, that's not an option. There are two local transportation services for the disabled, and they both want $12 each way. I'm not about to pay $24 a day for transportation to and from work. SEPTA charges something like $3.50 each way.

Jen

[Phillis]

I would definitely send a letter to SEPTA outlining your experience. Though it's hard to believe, these agencies are set up to HELP us not hinder us. Unfortunately, poor employees often make an agency look worse than it actually is. If you do decide to send a letter, I would make sure you send it to the top administrators within SEPTA not just to one manager of the disabled transit system. The more noise you make the better because you know you're not an isolated case. Also, I don't know how your city or state government works but I've found it helpful to notify my local city council members or state legislators about issues like this. They often have the staff to help you and believe me a phone call from their office gets the job done. Just my 2 cents worth! Good luck!!

[Cris]

Save yourself some time in trouble. Fax the original post to your state Rep. then call on the phone and asked them how they will help you.

Then print off a copy of the original post and mail it to the same Rep. with a cover letter asking for a status.

[duceno1]

Sorry to hear of your difficulties regarding SEPTA. Unfortunately I too have had and continue to have similar difficulties trying to arrange for such services. After moving and switching counties, I decided I should call SEPTA so that they be aware of the change. It was then that they told me that my services had expired in 1996, even though I had just used them back in December. I was told that I would need to complete an application, so I had one sent to my house. After filling out the long application, which asked the same question 30 different ways, I sent it back, only to receive it back stating that I had not answered part 70 of some crazy question. After sending it back, I waited about a week before I called to arrange a ride. It was then that I was told there was a 21 business day evaluation period. What in the world took 21 days to evaluate I'll never know. I knew I broke my neck immediately, so unless this SEPTA business is rocket science, I don't understand the how it could possibly take so long. So anyway...I waited anxiously for the news of the evaluation, inn the meantime spendinng out of pocket for transportation. When I finally did receive the evaluation letter, it basically congratulated me for being accepted into the program, HOWEVER I was too far away for them to come pick me up. In order to use their service, I had to be dropped off closer to where I wanted to go. Duh...huh??? This even though My county was listed in their service area, and I actually lived closer than I previously had when I used SEPTA. Currently I am finding the correct terms to appeal their decision. But really, it is no wonder this classless SEPTA has been sued so many times before.

[SCI-Nurse]

You should also copy all communications to your local ILC. If you don't know who they are, you can find them listed here:

http://www.ilusa.com/links/ilcenters.htm

This sounds like a class-action suit just waiting for someone to organize it and find an attorney!

I doubt if it will do much good to complain to them (the paratransit organization) directly...undoubtably yours is not the first complaint, and they sound pretty screwed up already in the communication department. Whose jurisdiction are they under? If it is a county, you should also complain through the office of your county supervisor (or other similar office), city councilperson, and local Congressman. A letter to the consumer reporter for your local TV station and newspaper is also a good idea.

(KLD)

[Rustyjames]

I went through the same hell here in NJ with our paratransit service. I've also experienced no or delayed mail which makes it very important to make copies of material being mailed. Try looking in the phone book under state/fed agencies to call and complain. I can relate to your frustration, it's tough enough what we're faced with at day to day living then tortured more by programs enacted to help! Good luck

[jenmar]

Thanks for your help, everyone! Looks like I'm gonna get crackin' on doing something about this. I'm also putting more thought and research into buying a car sooner than I'd planned. I'm not exactly thrilled with relying on people for transportation who have proven themselves so unreliable.

And Rustyjames, I'm so disappointed to hear that NJTransit has problems, too. I've got a line on a job in Westmont, so I'd have to transfer from SEPTA to NJTransit to get there. I did look at their website, though, and they've got a lot more information up than SEPTA does. They also state on their site that it will take them three weeks to evaluate an applicant after *all* materials/info needed are received. SEPTA never specified this at all. And NJTransit does things a little differently in that they don't send you an application to fill out-- you have to make an in-person appointment with them to get evaluated. I rather like that much more than SEPTA's process. Sounds much faster, easier and simpler to just talk to an applicant and see them face-to-face.

Again, thanks everyone! I'll definitely be putting your comments to good use!

Jen