LeeTran is committed to providing reliable, safe, and satisfying transportation options for the residents and visitors of Lee County. Customer satisfaction is a core value of our organization.  The customers of LeeTran are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.  

LeeTran's Customer Feedback Policy has been established to ensure that riders of all modes of the system, including bus and paratransit services have an easy and accessible way to provide feedback to the agency. This document contains the Lee County complaint process for bus and ADA complimentary paratransit services.

Filing a complaint:

For Complaints regarding LeeTran Service, please contact:

  • LeeTran Customer Service 239-533-8726
  • LeeTran Passport Service 239-533-0300
  • In Person: Rosa Parks Transfer Center, 2250 Widman Way Ft Myers, FL 33901; Main LeeTran Facility 3401 Metro Parkway, Ft Myers, FL 33901
  • Mail: 3401 Metro Parkway, Ft Myers, FL 33901
  • Online: http://www.leegov.com/rfa
  • Email: rideleetran@leegov.com

Complaints may be received either by phone, mail, e-mail, online or in person.  All complaints received will be entered in to the Request for Action database to initiate an investigation into the complaint. Written, emailed and phoned in complaints may be scanned and/or attached to the electronic complaint file.

When submitting a complaint please provide as much information as possible: Your contact information, mobility aid used (if any), date, time and location of the incident, route number, van or bus number, names or ID numbers of employees or others, a description of what transpired, and any other documentation to assist in the investigation and resolution of the complaint. 

Reasonable Modification and ADA related complaints will be designated as such.

Acknowledgement:

Anyone who submits a complaint and provides a telephone number, address, or e-mail address shall receive an initial acknowledgement of the complaint, as required, within two  (2) business days of receipt of the complaint by LeeTran and will be contacted once the complaint has been resolved.

Feedback Review Process: 

All feedback from customers is valued and will be reviewed by the LeeTran staff in a timely manner. After initial review, the complaints will be distributed to the appropriate agency representative(s).

  • Customer complaints will be forwarded to the appropriate manager for action.
  • Questions and comments regarding discrimination or bias will be sent to the ADA Coordinator or EEO contacts as per policy.

LeeTran will provide a response to the complainant within fifteen (15) business days of receipt of any ADA related or Reasonable Modification complaints. Should the period of time needed for response exceed fifteen days, the complainant shall be advised of the status, in addition to receiving a final response.

Responses shall be in the format requested, i.e. written, verbal, e-mail, and/or alternative or accessible format.

Complaint Procedures:

Information about the Complaint Procedure, including how to submit a complaint, will be made available to riders:

  • At LeeTran Main Office
  • At the Rosa Parks Transfer Center
  • On the LeeTran Website

Tracking:

LeeTran shall maintain a tracking system for submitted complaints from customers.

Reporting:

The Customer Service Department will compile a summary of customer comments on a monthly basis for LeeTran operations and administrative staff for use in reviewing and evaluating service, and to evaluate trends and establish any corrective actions.  

Spanish version of Complaint Policy available.