JACKSONVILLE, Fla. — Debbie Knouse and her husband Edwin are upset with Nassau Transit. The couple, now in their 60s and disabled, use the Paratransit Program service to get them to their doctors.
"They've kicked us to the curbed they've abandoned us," she said.
Knouse said they've used the service since 2012 and on Feb. 4 tried to schedule a trip to the dentist for Feb. 20 and was told she couldn't.
"I finally said why? why?" she said.
The Bryceville woman claims without the service, she will now have to rely on friends when they can take her.
"I've had to cancel all of my appointments for all my doctors, for all my doctors, for all my dentist in Fernandina," she said.
The service is operated by the Council on Aging and all residents are able to use it. The trip is $1 one way.
In fact, last year 55-thousand trips were made using its 23 vehicles.
"We don't know what to do," she said
On Your Side went to the Council on Aging to find out what happened. We were given their protocol:
First, her appointment was 16 days in advance, the system can only handle nine days in advance. Second, the system gives users with life-threatening conditions top priority.
Janice Ancrum is president and CEO of the Nassau Council on Aging. She said even though Knouse has missed a few scheduled pickups, the service has not abandoned them.
"I assure you we transfer all people, we will never discriminate against anyone," Ancrum said. "We have transported her and will continue to do so. We've asked to work with us in the scheduling, she has not given us a chance to resolve the issues."
There is no indication that the Council on Aging did anything wrong. Ancrum was empathetic to her complaint.
She said the agency will reach out to Knouse again to resolve the issues.