Several years ago, after a series of medical nightmares including a stroke and a broken leg, I looked in the mirror and faced a hard truth. I was disabled and my driving days were over.
Although I quickly learned that Valley Metro and the City of Surprise offer a subsidized transportation service to city residents who are disabled, elderly or financially challenged, that program known as Ride Choice, was not exactly reliable. The providers that worked with them put me though hell. Missed rides, no shows, vans without seatbelts, late arrivals (my worst was literally 7 hours of waiting on a remote intersection with the dispatchers promising my ride was about 15 minutes away all night. Nope. I had to wheel myself home at 10:30 pm after they finally admitted there was no ride.
The service was so bad, I was asked to testify before Surprise City Council. The City had made a huge financial investment in the program, and at the time I was constantly missing medical appointments or being stranded with no ride home. My wheelchair is customized and is extremely large. It weighs over 450 pounds without me in it, so it can't be folded and tossed in the trunk. A lift or ramp are necessary or I go nowhere.
I had all but given up on this service when the dispatcher told me she was sending a new transportation company to take me to my doctor about a year ago. Great, I thought, a company named East Valley Rides is not gonna take me to an appointment in Surprise.
So imagine my shocked delight when a clean white van appeared five minutes early, driven by a clean cut young guy who actually spoke to me. Hunter asked questions and listened to my answers. He gave me a stack of cards and asked me to request his company anytime. Turns out he also lived in Surprise, and was starting up the company's West Valley division.
Within a week, he had earned my business. He was always on time, he called or texted me if he thought he might be late, and he got me everywhere safely. He ran to open doors for me. He repositioned the ramp at the front of my house and he unlocked my door and made sure I got in and out safely.
He even insisted on carrying my bags if I had done a little shopping while I was out.
Best of all, he made me laugh. He listened and we exchanged tales of life. I began to look forward to our regular rides. Whether I was headed to physical therapy for a painful workout or to yet another medical appointment or procedure, his sunny personality often pulled me out of a blue funk.
His company quickly became popular on the west side, and he bought more accessible vans and hired more drivers. I knew all the players in his company, and he regularly asked for feedback when one of his newer drivers had to take me. He was grateful whether my comments were positive or cranky. Some of his drivers liked to arrive 30 minutes early, which drove me bonkers because I am hopelessly last minute.
Easy solution? Text or call me at least an hour early if they needed to get me ahead of the schedule. Many of their other clients are elderly and very ill, so I was willing to be flexible with my times and they were willing to do the same for me.
East Valley Rides has totally gone the extra mile to keep me safe and sound and on time. Once, when the schedule was triple booked after yet another competitor quit the Ride Choice Program, the owner of EVR himself drove up from Globe (almost 3 hours!) in an accessible bus to personally drive me from my surgeon's office and lab to physical therapy. I was gobsmacked and delighted.
The owner had lots of questions for me about how his employees performed and I could only say good things. His wife has had a disability for 25+ years, so he had a true understanding of how it is to rely on others to get around. I think that perspective definitely enhances the services provided by EVR and I'm happy and grateful to have them in my corner.
I have huge respect for Hunter and I love being able to count on him 100%. I am just an ordinary citizen, not a VIP with important connections and business to conduct. He and his team are warm and welcoming and we can have an honest dialogue on everything. I consider him to be a true blessing and his service has allowed me to take much better care of myself.
To learn more about the Ride Choice program, call Valley Metro and the City of Surprise. read more
