My son Milo is new to the Chatham County School District, and has already been failed by Chatham County Schools thanks to the inefficiency of First Student in general and specifically by Ms. Ebony Reed, a manager of First Student's routing department. Because of their actions, Chatham County is not providing my son with transportation until some nebulous future date, which means that Chatham County is not providing my son with his federally mandated free and appropriate public education.
A mistake in coding by [the school] had Milo listed as a regular education student rather than a special education student, which I only found out - after two weeks of attempting to contact First Student - by driving down to their offices. After establishing that, I took my son to [the school], where [the lady at the school] corrected the error and gave me a printout confirming that he was indeed in the system. After attempting to call First Student, again, and being disconnected by First Student rather than getting to speak to anyone, I went to their offices again.
The first person I spoke to, who did not give me his name, told me that I should just let him give a message to the routing department and they'd take care of it. I refused to leave without speaking to someone in the routing department, which is when Ms. Reed came out. She informed me that, because the school had only fixed their error today, it would be at least two days before they would even begin to process Milo's information, and it would be some time after that when he was assigned a bus. When I reacted in disbelief that anyone could possibly be this inefficient and unwilling to help, Ms. Reed grew even more condescending and intransigent, telling me that I had to wait, because it would only be fair.
Now, I understand that Chatham County has a lot of students who must be served, I can only speak for my child, who cannot speak for himself. It was not my mistake that caused the issue, and I have been trying to resolve this for weeks without receiving any call back or any interest in helping my child from First Student. A company this grossly inefficient and incompetent, and so outright hostile to the idea of customer service, should not be allowed to continue to operate with free rein to ignore their responsibilities.
My son is entitled to have a school bus come get him and deliver him safely to school. It is the Chatham County School Board's responsibility to ensure this happens. First Student is not interested in fixing the problem, and so I need an answer from the School Board about what the plan is to redress this issue.
[No love,
Me]