FAQ

bus

Access FAQs

WeGo Access is a door-to-door, shared-ride public transportation service available to people with disabilities who are not able to use the fixed-route bus service. All Access vans are accessible and operate in conjunction with service times and areas of the fixed-route buses. Other vehicles such as a taxi may be used when Access vans are not available.

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To determine eligibility, individuals must complete an application and demonstrate that because of a disability they are unable to use the fixed-route service for one (or more) of the following reasons:

  • Unable to independently ride a bus. This applies to an individual who cannot independently negotiate the fixed-route system. [Code (Section 37.123(e)(1)]
  • Unable to get on or off a bus. This applies to an individual who would have been able to use the fixed-route system if it were accessible (i.e., if a low-floor or lift-equipped bus is not available). [Code (Section 37.123(e)(2)]
  • Unable to get to or from a bus stop. This applies to an individual who, because of their disability, cannot access a bus stop to board the fixed-route bus and cannot access their destination after disembarking from a fixed-route bus. Eligibility is determined each time the eligible customer calls. Two important qualifiers to this category are included in the regulations. First, environmental conditions and architectural barriers not under the control of the public entity do not, when considered alone, confer eligibility. Inconvenience in using the fixed-route system is not a basis for eligibility. [Code (Section37.123 (e)(3)]

In some instances, ADA-eligible persons may be transported by paratransit vehicles to the transit center or to other points where they can access the fixed-route bus system. All WeGo buses are ADA accessible. Buses include a wheelchair lift or ramp and drivers announce major bus stops and street intersections. In addition, schedules and informational brochures are available online at WeGoTransit.com and in alternative formats, including audio tape and Braille.:

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An individual may obtain full ADA paratransit certification without conditions, conditional certification, or temporary certification for Access service. An individual who is determined to be eligible for ADA paratransit without conditions can use Access service at any time service is available. An individual eligible for ADA paratransit for a temporary period or an expected duration of the disability can use Access service only during a specified time. If an individual’s condition changes or the disability continues beyond the certified time, Access will require a revised certification from the person's health care professional.

For a person who is eligible for ADA paratransit under conditional circumstances, Access service would only be available to the individual when the condition exists. The following are categories of conditional or temporary ADA paratransit certifications:

  • Path of Travel (conditional): Passenger is eligible for ADA paratransit trips when the interaction between the passenger’s disability and a specific environmental condition encountered in the path of travel would prevent the passenger from getting to or from the fixed-route bus stop for a particular trip. Such environmental conditions include curb cuts, distance to bus stop, street crossing, and/or sidewalk condition or absence.
  • Winter Months: Ice/Snow (conditional): Passenger is eligible for ADA paratransit trips only from November 15 through March 31. The above conditions may be used by Access to determine if and when they may be able to use the fixed-route bus.
  • Variable Disability (conditional): Passenger is eligible for ADA paratransit trips only on days when the passenger self-determines that his/her disability prevents use of fixed-route service.
  • Summer Months (conditional): Passenger is eligible for ADA paratransit only from July 15 through August 31. If their situation changes outside of this time period, they will need to contact the office for a re-assessment.
  • Training (temporary): Passenger is eligible for ADA paratransit trips for all travel during a period when travel training is available to them. At the condition of either the temporary period or the travel training, a final eligibility determination will be made. Failure to follow the training schedule could result in termination of service.

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People interested in applying for Access service may call 615-880-3970 or download an application from WeGoTransit.com. An Access Eligibility Specialist is available to assist with the application process and to answer questions regarding eligibility. After the application and medical certification are complete, applicants should call the Eligibility Office at 615-889-3596 to schedule an interview. They should bring the completed application to the interview. A decision on eligibility for service will be made within 21 days of application and assessment. Applicants will receive a Certification Letter advising them of approval or denial of eligibility status and further instructions. After receiving the Certification Letter, the rider may begin to make reservations for service.

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After your application is approved, you can schedule a ride by calling Access at 615-880-3970. Reservations can also be made online at WeGoTransit.com or by fax to 615-880-3294. Reservations are accepted from 6:30 a.m. to 4:30 p.m. Monday through Friday; 8 a.m. to 2:30 p.m. Saturday; and 10:30 a.m. to 2:30 p.m. Sunday. Reservations may be made up to seven days before the day of the trip and no later than the day before the trip.

Multiple rides may be scheduled at one time. Pick-up and return times may be negotiated within a two-hour window, one hour before and one hour after requested pick-up time. If a return trip is required, it must be scheduled at the same time the reservation is made. Access does not accommodate same-day changes or same-day trips.

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If you have a change of plans and will no longer need your trip, you must call Access at 615-880-3970 to cancel your trip at least two hours in advance. Riders who consistently cancel their trips less than two hours in advance may be subject to a penalty, such as a temporary suspension of service.

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If a rider misses a scheduled trip due to illness or an unavoidable circumstance, they should contact Access as soon as possible and explain their situation. The reason for the missed trip will be recorded, but the trip will not be counted as a no-show unless no-shows have become excessive. In the case when missed trips are excessive, the rider will receive a warning in writing and will be subject to a temporary suspension of service if the practice continues.

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Access operates from 4:45 a.m. to 11 p.m. Monday through Friday; 4:45 a.m. to 10 p.m. on Saturday; and 4:45 a.m. to 9 p.m. on Sunday. On the following holidays, Access operates service on a Sunday/Holiday schedule: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. On Martin Luther King Jr. Day, Access operates on a Saturday schedule. All subscription service is cancelled on holidays. If a subscription ride is needed on the holiday, call Customer Care at 615-880-3970 weekdays by 4:30 p.m. or by 2:30 p.m. Saturday and Sunday at least one day prior to the holiday.

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The $3.70 fare is collected at each boarding, and the driver cannot make change. For convenience, 1-Ride Access tickets are available for purchase at WeGo Central (400 Dr. Martin L. King Jr. Blvd.), by phone (615-880-3970), or online at WeGoTransit.com. In addition, tickets may be requested via mail by sending the request to WeGo Public Transit, 430 Myatt Drive, Nashville, TN 37115. A shipping fee of $3.50 ($12.00 for certified mail or bulk orders exceeding 101 tickets) will be applied to all mail, phone, or online orders. For bulk ticket orders, please contact the Fare Media Administrator at 615-862-6142. There are no cash refunds on tickets, and there is no charge for children age four and younger.

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You may use Access for any reason. Many riders use Access to go shopping, visit family, or run errands.

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If you have qualified for a personal care assistant (PCA), this person may ride with you at no additional charge. The PCA must be picked up and dropped off at the same locations as the passenger, and the PCA must be at least 10 years old. If you would like to have another person ride with you who is not a PCA, then that person is considered an escort and will be charged the regular fare. If you have a PCA or escort, the Customer Care representative must be informed at the time you make your reservation.

Service animals are permitted to travel with Access passengers. Small animals that are not service animals must be in an enclosed cage to ride in the vans.

WeGo guarantees space for the customer, their PCA, and one escort. Others may ride as long as space is available. The Customer Care representative must be informed when you make your reservation. All children, except those age four and younger, are required to pay the full fare. Parents are responsible for providing a car seat for children age four and younger. Any child older than four who is not riding in a car seat must remain seated and use a safety belt. Children may not be held on an adult’s lap.

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You may carry up to 10 bags or packages with the assistance of a PCA or escort. Bags or packages cannot exceed 20 pounds. Drivers are not required to assist in loading or unloading the bags or packages.

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To quality for certification in Davidson County, ADA visitors are required to complete an ADA Registration Form for Davidson County in advance. After the visitor has registered in Davidson County, the visitor can use Access service for 21 days within a 365-day period, beginning on the first day of service. After 21 days of service, the visitor must reapply for certification. ADA visitors are encouraged to submit an application for Access service if they are planning to return to Davidson County within the year, frequently visit, or stay more than 21 days.

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Access on Demand is an additional service offered to Access customers that gives them the option of booking a ride with the provider of their choice as few as two hours or at most 30 days in advance in advance. The service is available from 6 a.m. to 6 p.m. Monday through Friday. You will pay $7 for a trip up to 14 miles from the starting location. For a trip 14 miles or more from your starting location, you will be charged a $1 for every additional mile. To schedule a trip with Access on Demand, call 615-862-5678. A trip must be scheduled at a minimum of two hours in advance.

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If the scheduled provider (e.g. a favorite driver) becomes unavailable, the customer shall be notified of the new driver and vehicle identifying information (name, license plate number, color, taxi medallion number, etc.) as soon as feasible.

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Airport Service

This bus has scheduled stops at the Nashville Airport, WeGo Central, Lafayette & Wharf, and Elm Hill & Acorn. You may also catch the bus at any WeGo bus stop along the route.

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Passengers can transfer between bus lines at Central. Transfers to routes 25 and 55 can also be made at the Lafayette & Wharf bus stop. For a complete list of our routes and schedules, click here. We also have a Customer Care Ticketing and Information window at Central where someone will help point you in the right direction.

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No. If you need to connect to another bus, just request a transfer from the driver when you board. Transfers are good for two hours from the time you step on the first bus.

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The front and side signs on the bus will clearly read 18 Airport, 18 Elm Hill, or 18 Airport Express. All Route 18 Airpor buses depart from Bay 13 at Central.

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Express trips take about 20 minutes and local trips take 35 to 45 minutes depending on traffic.

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Catch the bus outside on Level 1 within the Ground Transportation area. Our bus stop sign will be there to welcome you. We’ve also posted the route schedule here for your convenience.

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You can also find this schedule on this website, at the Nashville Airport Information Center located on Level 2 in the Baggage Claim area, the Ticketing and Information Center at Central, the Nashville Downtown Library, and at other transit displays around town.

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The cost is only $2 each way for adults, $1 for youth (age 19 and younger), seniors (age 65 and older), and people with disabilities.

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Our entire fleet is ADA Accessible.

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We do. However, on the following holidays, we operate on a Sunday/Holiday schedule:

  • New Year's Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Christmas

And on Martin Luther King Jr. Day, we operate on a Saturday schedule.
These times are also listed on all bus schedules.

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For more information, please call Customer Care at 615-862-5950 from 6:30 a.m. to 8 p.m. Monday through Friday, 8 a.m. to 5 p.m. on Saturdays, and 10:30 a.m. to 2:30 p.m. on Sundays.

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COVID-19

Yes, public transit is still safe to use. Of course, all traditional recommendations of washing your hands often with soap and water, covering your mouth and nose with a tissue when sneezing or coughing, refraining from touching your face with unwashed hands, and staying home if you are sick continue to apply.

Metro Public Health Department met with members of WeGo’s vehicle and facilities maintenance staff to go over our cleaning procedures to ensure we're doing all we should be to keep our employees and customers safe. Metro Health approved of all cleaning practices and measures we are taking to keep you healthy.

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WeGo staff has increased the frequency of cleaning its buses and paratransit vans, specifically focusing on high-touch surfaces such as stanchion bars, window ledges, and pull cords, in addition to the farebox and dashboard area surrounding the bus operator. We have also dedicated staff to jump onboard buses as they pull in to Central to clean all the high-touch services in between trips. But bear in mind that while we have increased our cleaning and disinfecting efforts to focus on these areas, we still advise customers to avoid touching these areas – and if they do, to avoid touching their own eyes, nose, or mouth until they are able to wash their hands or use hand sanitizer to reduce exposure to germs.

For those who ride our regional transit services, be assured that both of our service providers – Gray Line (regional bus) and Transit Solutions Group (Star commuter rail) – have also elevated their cleaning and disinfecting efforts.

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Cleaning and disinfecting have increased at WeGo Central, with high-traffic areas being cleaned three or more times per day. This includes benches, ledges, push buttons, trash cans, all doors and door handles, restrooms, elevators, escalators, chairs, and handrails. All enclosed public spaces are being disinfected nightly.

At Riverfront Station, all door handles, stalls, dispensers, and other high-touch areas are disinfected twice daily, with regularly scheduled deep sanitations via fogger equipment and electrostatic sprayers being increased.

Please keep in mind that to enhance our disinfecting practices both at our facilities and onboard our buses, staff are being reallocated from other duties such as shelter cleaning and trash removal. Please be patient and help in these efforts by reducing the trash you dispose of at your bus stops and WeGo facilities.

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Metro Public Health Department leadership will contact us if it is determined that someone who has contracted the virus had contact with WeGo Public Transit service. As they conduct their investigation of the affected individual to track down any others potentially exposed, they will ask for information such as what route they were traveling, at what time(s) of day, etc. so we can help Public Health identify anyone else who may have been exposed.

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At this time, WeGo continues to operate on an enhanced modified Saturday-plus schedule. Customers should sign up for WeGo’s newsletter (bit.ly/WeGoEmail) and follow us on social media (@WeGoTransit on Facebook and Twitter) for updates on any potential service changes as a result of COVID-19.

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Per Metro Pubic Health Department Order No. 8, it is now required for everyone to wear a face covering when riding public transit. All operators have access to latex gloves prior to their shifts that they can wear while they drive, assist passengers with the farebox, and assist passengers with mobility issues onboard our vehicles. WeGo has increased the frequency of its cleaning and disinfecting of high-touch areas onboard vehicles and at facilities to decrease potential exposure to germs. Bus operators rely on members of the public to follow public health direction to not travel when sick, to wash hands frequently and thoroughly, and to cover their coughs and sneezes.

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WeGo Ride

It’s pretty simple. Start by looking at the guide that most applies to you: employees’ guide or employers’ guide. Then reach out to WeGo by emailing Rick Rodriguez at rick.rodriguez@nashville.gov. Rick will be in touch to ask a few questions and see what works best for you based on your needs and budget.

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Employees can:

  • enjoy a more responsible way to commute
  • cut their taxable income
  • reduce their monthly vehicle expenses
  • eliminate the need to find or pay for parking
  • avoid traffic jams and other people’s bad behavior
  • arrive at work more relaxed and better balanced

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Employers can:

  • get a workforce better prepared to start the day
  • get a tax deduction for the expense
  • reduce the sunk cost of providing free employee parking
  • increase employee peace of mind
  • put a little more money in the pocket of their employees

No matter how you offer it, WeGo Ride is a powerful tool for helping you recruit, retain, and motivate employees.

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It’s pretty simple. There are multiple ways we can bring WeGo Ride to your employees. Once you establish this commitment to your employees, you can integrate the program with your current employee ID, purchase monthly passes, and distribute or establish cost sharing with your employees. It starts with a conversation with us.

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Lifeline Rides

This service should only be used by individuals who are unable to drive themselves and do not have someone else who could transport them.

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Those in need of transportation should call WeGo Public Transit at 615-862-5950 and say that they need a ride to a testing facility. Trip reservation services are available between 8 a.m. and 5 p.m. Monday through Friday.
If you are experiencing an emergency, call 911.

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Trip reservation services are available between 8 a.m. and 5 p.m. Monday through Friday. Trips can be reserved for pick-up times between 6 a.m. and 6 p.m. Monday through Friday, excluding holidays where WeGo Public Transit operates on a reduced schedule.

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The service is provided by Mobility Solutions, one of WeGo’s third-party Access contractors, but is entirely separate from WeGo’s daily Access service.

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Yes, vehicles are ADA accessible.

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There is no charge for this service.

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Yes. Riders may take one family member who lives in the same household. Riders with disabilities may travel with one Personal Care Attendant (PCA).

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Drivers will provide door-to-door assistance for customers unless such assistance puts the health or safety of the driver or passenger at risk. Drivers will not accompany customers inside any building/residence.

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Only specifically dedicated vehicles will be used for this service. Vehicles will be wiped down after each transport and receive deep cleanings daily. Each vehicle will also have other measures, such as protective barriers, installed for both drivers’ and riders’ safety.

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No. Drivers will take riders directly to the testing site and directly home afterwards.

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Hillsboro Transit Center

Transit centers are destination points that serve as hubs for riders. These hubs are essentially giant bus stops that have space for buses and people from several routes. You’ll also see amenities like ticket vending machines, covered waiting areas, space for your Uber pick-ups, and bicycle storage. 

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This project is slated to be completed early 2022.

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While this project is being completed at the same time as the school’s ongoing renovations, this transit center is for any WeGo rider. 

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This stop sees more than 300 boardings a day. We expect this number to increase as more routes connect to this location. 

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This area is currently served by 7 Hillsboro Pike with future expansions of nearby routes, including 17 12th Avenue South.

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Bicycle storage is a part of our Transit Design Guidelines because many of our riders rely on bikes for different part of their commutes, even if Hillsboro Pike doesn’t have dedicated lanes

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While a parking area is not included in our building plans, there are areas for automobile pick-up and drop-off. This means space for your Uber, Lyft, or your uncle who’s taking you to the stop while your car is in the shop. However, our pick-up/drop-off area should not be used to access Hillsboro High School. Pick-up/Drop-off space is for WeGo riders only. A separate pick-up/drop-off space is available for those going to the high school. 

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The current shelter at Hillsboro High School uses 50 square feet of space. The new transit center will provide 1,000 square feet of covered space once finished.

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Site designs were built using notes from public feedback and adopted policies from our Transit Design Guidelines. 

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Yes, security will open, close, and perform regular patrols through the space. Cameras will be installed and monitor the facility 24/7. 

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Yes, our facilities cleaning team will provide full-time staffing designed for proper treatment and maintenance. 

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WeGo Link

Right now, this service is available along 55 Murfreesboro Pike at Nashboro and Bell Stations and in the area around the stops. To see the exact service area and whether or not your destination is within the WeGo Link zone, check out our interactive map at wegotranit.com. 

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First, make sure your stop ends or begins at one Nashboro or Bell Stations and will complete within the WeGo Link zone. To use Uber, you’ll need to download a voucher the first time you use the service. You can do so here: t.uber/WeGoLinkAntioch. After that, book a trip like you would normally. ­The discount will be automatically applied to your trip as long as it its within restrictions. To use Mobility Solutions, call 615-844-3399 to book your trip.

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You may choose to use Uber if you have experience using the service or have a smartphone. Mobility Solutions is best for riders who need wheelchair accessibility, would like to use cash for their trip, or are 17 years old or younger.

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Yes, your trip must begin or end at either the Nashboro or Bell Station bus stops and be completed within the designated service area. This service is only available 5 a.m. to 8 p.m. Monday through Friday and 8 a.m. to 5 p.m. on Saturdays. It is not available on Sundays or Holidays. You must be age 18 or older to use Uber, per their restrictions. Riders age 17 or younger may use Mobility Solutions.

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Most WeGo Link trips will only cost $2. If you use Uber, your price may increase if you book your trip during surge pricing or if your trip extends too far within the service area.

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No. Riders will still have to pay or use their bus pass as they board the bus. The cost of WeGo Link only covers the Uber ride.

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Yes. All trips must begin and end within the outlined area in the map below and must be made between 5 a.m. and 8 p.m. Monday through Friday, and 8 a.m. and 5 p.m. on Saturdays. This service is not available on Sundays or holidays.

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