closed #213805
Taxi Complaints
401 N Morton ST
- Case Date:
- 9/4/2026
I am submitting a complaint regarding Red Tire Taxi concerning both the handling of a trip involving me as a blind passenger and the company’s subsequent response to the accessibility issues I raised. On the outbound portion of the trip, I was not taken to my intended destination. The driver left me at another location, and someone from the disability-related event I was attending had to come find me and assist me the rest of the way. The return trip to my apartment was ultimately completed successfully, although accessibility problems also arose when I needed the driver to come to my location because, as a blind passenger, I could not independently locate the vehicle. Afterward, I contacted Red Tire to discuss what happened. During those conversations, I raised concerns about assistance for blind passengers and effective verbal communication. I explained that a blind passenger cannot necessarily rely on pointing, gestures, or other visual cues and therefore may need clear verbal communication and, in some circumstances, reasonable physical assistance locating a vehicle or reaching the correct entrance or destination. A Red Tire representative told me that company policy was for drivers not to leave their vehicles. I questioned how a blanket policy of that kind would work when a passenger with a disability reasonably needs assistance. I specifically raised the issue of reasonable accommodation under the Americans with Disabilities Act. I was subsequently told that Red Tire would reassess its policies and implement disability training for its drivers. I was also told that the driver involved would not be driving, at least pending appropriate training. I made clear that I did not feel comfortable using Red Tire again until I knew what policy and training changes had been made, and I specifically requested continued updates. I also requested a refund because the outbound trip did not actually deliver me to my intended destination. Red Tire initially offered a 20% refund and characterized the ride as successful because I had been transported and dropped off, even though I had not been delivered to the destination I requested. When I asked how the 20% amount was determined and about the company’s refund policy, I was told that Red Tire does not ordinarily provide refunds and that the 20% was being offered as a gesture of goodwill. I was told that the refund would appear on my card within three to five business days. It did not appear within that stated period, requiring additional follow-up. I have subsequently attempted several times to obtain the promised update regarding disability training and the policy review. Text messages to the Red Tire number through which I had previously communicated successfully began repeatedly failing to send. I therefore followed up by email and received no response. I later called during business hours, reached voicemail, and left a message requesting an update regarding the disability training, policy review, communication issues, and refund. I cannot determine whether the failed text messages were caused by a technical problem or something else, so I am not alleging a cause. However, the overall lack of substantive follow-up is concerning given Red Tire’s previous commitment to keep me informed about the accessibility changes it said it would undertake. I am asking the City of Bloomington to review this matter as a taxi-service complaint, including: 1. Red Tire’s failure on the outbound trip to deliver me to my requested destination; 2. The company’s policy concerning whether drivers may leave their vehicles when a passenger with a disability reasonably needs assistance; 3. Whether Red Tire has actually implemented the disability training and policy review it represented that it would undertake; 4. Whether its procedures adequately address effective verbal communication and reasonable assistance for blind passengers; 5. The handling of my refund request and the characterization of an incorrectly completed outbound trip as a successful ride; and 6. Red Tire’s failure to provide the follow-up it promised regarding these matters. I am attempting to resolve this first at the local level and would appreciate the City reviewing the situation, contacting Red Tire as appropriate, and letting me know what corrective action or other remedy may be available. Thank you, Misty Kienzynski