Riders file 1,100 complaints against MontCo bus drivers

Poor service was by far the most common objection — with more than 2,500 calls to the suburb’s 311 help center — but bus drivers amassed nearly 200 complaints per month, according to the study by oversight agency Montgomery CountyStat.

“They really were all over the place,” CountyStat manager Chris Cihlar said of the grumbling. “Some of them were, ‘your bus driver ran me off the road,’ and others were ‘they were going way too fast.’ ”

Transportation officials were unable to provide a breakdown of the complaints, citing a transition from an old data network to the 311 system. Cihlar said officials are converting the information so problems would be categorized without including employee names.

Complaints are divided into five categories: reckless driving, rudeness, unresponsiveness, breaking rules and observed behavior.

In 2009, riders most frequently complained about reckless driving, said county spokeswoman Esther Bowring, who defended the bus service.

“Eighty-five percent of calls about Ride On are related to trip planning,” she said. “Five percent are complaints. We take them very seriously and respond to every single one.”

She attributed the spike in criticism to a recent reduction in bus trips. In September, service was cut by 2.5 percent to help close a $1 billion budget shortfall.

However, the most complaints about drivers — 209 — were made in July, before the routes were changed. There were nearly 3,800 complaints about Ride On since then — and 85 compliments.

To receive Ride On updates or report a problem, county residents can dial 311. Those outside Montgomery should call 240-777-0311.

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