Complaints

This profile includes complaints for First Student's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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First Student has 878 locations, listed below.

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  First Student

  191 Rosa Parks Street, 8th Floor, Cincinnati, OH 45202

• 

  First Student

  1000 North Jefferson St. Amarillo, TX 79107

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  First Student

  762 Queenstown Rd. Severn, MD 21144

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  First Student Inc

  90518 HWY 99 Eugene, OR 97402

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  First Student

  132 W. Dudleytown Rd Bloomfield, CT 06002

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FIRST STUDENT has failed ********** ****** ****** students, specifically my 6 year old daughter. They not only put my daughter on the wrong school bus but also refused to give her transportation AFTER they themselves (First Student) had given me our school bus information. The assistant principal at my daughter's school told me that some buses never showed up with no notices or communication from First Student. Only 1 school bus arrived to the school on time due to an apparent miscommunication between First Student and the school. The information card that I received in the mail from First Student with details of the school bus stop listed incorrect pickup and drop off times. I called First Student and gained clarification, only for them to fail anyway. They have to do better.

  Business Response

  Date: 06/06/2022

  My location Manager Fred P has reached out to the parent.  Here is his response: " I just got off the phone with ********* *****, the mother of ******** *******. I started the conversation out telling her that I have received her complaint and that I wanted to hear what happened in order to rectify the issue and try to regain her trust in us, transporting her daughter. She stated that last week her child was pulled off a bus and was given wrong the pick up/drop off times, and when she called First Student we were very nonchalant about the whole situation. I first apologized about the frustration that she had to endure when speaking to our dispatch and them not making her feel like a priority. I will speak to our Operations Supervisors to ensure that we put our best foot forward in giving concerned parents the utmost respect and sense of concern when communicating with them. Secondly, I explained to her that the pick up / drop off times that she received in the mail come from *** transportation and that we, First Student, are the vendor that executes the routes, they do the routing.

  
  After speaking to the driver of the route, he said that the school (***** **********) put the child on the wrong bus this past Thursday (6/2/2022) which caused the frustration."   Our location manager has also let the mother know the correct pick up/drop off information for her daughter's route.  ** ***** was satisfied with his phone call and the explanations.

  Customer Answer

  Date: 06/06/2022

  ****** ******** *******
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory for now. 
  
  
  Regards,
  
  
  ********* *****
  

  Customer Answer

  Date: 06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********* *****

  I decided to allow First Student yet another opportunity to properly serve my school aged daughter, to which they failed... again. June 8th 2022, my 6 year old daughter's elementary school teacher called me to "clarify" whether my daughter was to be a bus rider or a car rider. My daughter should be a bus rider, but because I cannot depend on nor trust First Student, she rides the school bus to school (because surely the driver can actually get to the school) and I pick her up in the afternoon. On the 8th, I waited at the bus stop while the tracking app on my cell phone suggested that the bus would be there "on time" at 4:09pm. 4:09 came and went with no school bus, no further updates through the app nor any communication with First Student. At 4:18pm I called First Student to find out where my daughter was. I was on hold before I remembered that I gave my daughter a cell phone FOR THESE EXACT CIRCUMSTANCES. I hung up with First Student (after being on hold for 4 minutes and 58 seconds) and called my daughter's cell phone. I heard an adult voice in the background, to which I asked my daughter to give the phone to the bus driver (the voice was the bus driver). The bus driver gave me her location and I drove to pick my daughter up from a location that was not her bus stop, and was actually about 1 mile from where the bus stop actually should have been. I saw the bus pass by (substitute driver AND alternative bus) and she never slowed down, hesitated, put yellow nor red lights on or anything at all when she approached the intersection at the bus stop. These circumstances are troublesome because we went through the same situation June 2nd only my daughter didn't have her phone that day so unfortunately, I was at the mercy of First Student and again we were treated with no dignity or significance. August 2021 we had the same circumstances, to which First Student showed no concern or facilitated any changes. This is my 2nd BBB complaint against First Student in 7 days.
  
  
  Desired Outcome:
  Policy changes, protocol modification, employee demotion or termination depending on who is responsible for these ongoing fixable problems.