Policies & Procedures
LETS General Policies
- Fare Policy: Each time you board the bus, you must pay a fare. Children under 5, when accompanied by an adult, ride free. If you need an assistant, your assistant rides free. If you have a documented disability or are at least 60 years of age, you are eligible for reduced fare.
- Cash Fares: Any ride may be paid in cash with the exact amount. Drivers DO NOT make change. Checks are accepted, but must include your telephone number and should be made payable to LETS Transportation.
- Pick-up Times: Be on time! LETS buses will only wait 3 minutes after your scheduled pick-up time.
- Cancellations: Please cancel your ride at least one hour before your scheduled pick-up time Failure to show for a reserved ride will result in a “No Show,” which you will be required to pay on your next reserved trip. Out-of-County missed rides will result in a $25 fee.
- Shopping Bags: Drivers will assist passengers with normal sized grocery bags under 50 pounds and transit carts issued by LETS. Drivers will not assist with any oversize bags exceeding 50 pounds. All passengers boarding LETS vehicles must be able to secure all items brought with them within the space of the seat they are occupying, either in their lap or on the floor at their feet. This does not include the adjoining seat, as that may be needed for another passenger.
- Personal Property: It is the passenger’s responsibility to ensure that personal property is secure. LETS shall not be held responsible for personal items that are lost, damaged, or left behind on vehicles. (We do have a lost and found at the Transportation Complex, so please check with dispatch if you think you left an item on the bus.)
- Passengers Using Wheelchairs: Drivers will not transport wheelchairs or other mobility devices unless the wheelchair can be secured to the vehicle using a multi-point securement system. Drivers are only permitted to go one arm’s length from the bus to assist a passenger, unless arrangements have been made in advance for door to door service.
- For Assistance: Call (517) 546-6600 for more information, to cancel a reservation, or if you are unsure how to use LETS. Ask the dispatchers to help you and they can suggest the best way to make the trip, where to wait, and what time the bus is due.
- On Board the Bus: To ensure a safe, comfortable ride, please be considerate to fellow riders and follow the below rules.
- Treat the driver with respect and follow the driver’s instructions.
- No smoking, eating or open beverages on the bus.
- No illegal drugs or open alcohol containers are permitted on the bus.
- No use of sound-producing devices without the use of personal headphones.
- No weapons of any kind or possession of any hazardous materials/items.
- Treat all passengers with respect.
- No animals allowed except those designated as service animals.
- Do not put your feet on the seats, or on the backseat in front of you.
- Keep head, hands and arms and all other objects inside the vehicle.
- No unsafe, disruptive, illegal or offensive behavior.
- Be properly seated with seatbelts buckled.
- Do not change seats while the bus is moving.
- All buses are equipped with audio / video recording equipment!
ADA Complaint Procedures
How to File an Americans with Disabilities Act (ADA) Complaint
Any person who believes that he or she has been subjected to discrimination under the ADA on the basis of their disability may file an ADA complaint with LETS within 180 days from the date of the alleged discrimination using ADA Complaint Form | (en Espanol)
A copy of the ADA Complaint Form may also be obtained by calling the LETS Dispatch Office at (517) 546-6600. LETS will provide appropriate assistance to complainants who are limited in their ability to communicate in English.
Completed forms may be mailed to dropped off at:
Attn: Operations Manager
3950 W. Grand River Ave.
Howell, MI 48855
Complaints may also be filed no later than 180 days after the date of the alleged discrimination here: www.ada.gov/filing_complaint.htm
For additional information on LETS’ nondiscrimination obligations, please contact the LETS Operations Manager at (517) 540-7848.
What happens to my complaint when received by LETS?
Once a complaint is received, it will be reviewed by the LETS Operations Manager. In instances where additional information is needed, you will be contacted by phone or in writing. Failure of the complainant to provide the requested information by a defined date may result in the administrative closure of the complaint or a delay in complaint resolution.
Based upon receipt of all the information required, LETS will investigate an ADA complaint within 30 days of receipt. LETS will use its best efforts to respond to a complaint within 60 days of receipt. Receipt of additional relevant information and/or simultaneous filing of complaint with LETS and an external entity may expand the timing of the complaint resolution.
The Operations Manager will review and investigate every complaint promptly. Reasonable measures will be taken to preserve any information that is confidential. At a minimum the Operations Manager will:
- Identify and review all relevant documents, practices and procedures;
- Identify and interview persons with knowledge of the ADA violation. This may include the person making the complaint, witnesses, people identified by the complainant, anyone who may have been subject to similar activity, or anyone with relevant information.
Upon completion of the investigation, the Operations Manager will complete a final report for the LETS Director. If a violation is found to exist, remedial steps as appropriate and necessary will be taken immediately. The complainant will also receive a final report including any remedial steps. The investigation process and final report should take no longer than 20 business days. If no violation is found and the complainant wishes to appeal the decision, he or she may appeal via mail using:
3950 W. Grand River Ave.
Howell, MI 48855
The Operations Manager shall maintain a log of ADA complaints received, including date the complaint was filed, a summary of the allegations, the status of the complaint and actions taken by LETS in response to the complaint. Should LETS receive a complaint in the form of a formal charge or lawsuit, the complaint will be forwarded to the LETS attorney.
The American’s with Disabilities Act of 1990 (ADA) prohibits discrimination and ensures equal opportunity and access for persons with disabilities. LETS is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of disability.
LETS is Committed to:
- Ensuring that the level and quality of transportation service is provided without regard to disability;
- Promoting the full and fair participation of all affected populations in transportation decision making;
- Preventing the denial, reduction or delay in benefits related to programs and activities that benefit those with a disability; and
- Ensuring meaningful access to programs and activities by persons with disabilities.
Alternative Information Formats
Information found on this website can be provided in an alternative format upon request.
Please contact the Operations Manager at (517) 540-7848. We’ll do our best to provide the requested alternative format within a reasonable time
To ensure equality and fairness, we’re committed to making reasonable modifications to our policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities.
Please see our Reasonable Modification Policy/Request Instructions
Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin in programs and activities receiving Federal financial assistance. Specifically, Title VI (42 U.S.C. Section 2000d) provides that:“No person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.”
We’re committed to ensuring that no person is excluded from participation in, or denied the benefits of our transit services on the basis of race, color, or national origin, as protected by Title VI in Federal Transit Administration (FTA) Circular 4702.1.B.
Any person who believes that he or she, individually, or as a member of any specific class of persons, has been subjected to discrimination on the basis of race, color or national origin as noted below may file a written complaint with LETS Operations Manager using the instructions and form in the link below. If the Complainant is dissatisfied with the resolution or the case is not being resolved in a timely manner, the complaint may be submitted to the Federal Transit Administration (FTA). Every effort will be made to obtain early resolution of complaints. The option of informal meeting(s) between the affected parties and the Title VI personnel may be utilized for resolutions. The Operations Manager will notify LETS Director and/or Deputy Director of all Title VI related complaints as well as all resolutions.