We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Transportation

Medical Transportation Brokerage of Arizona

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Transportation.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 3, 2024 ValleyMetro Paratransit arrived at my residence to transport my niece to school at 7:21 am. About 10:30am my doorbell rings I looked out the window and I seen it was the *************************; The director informed me that my niece had not made it to school yet so, I received another call it was the police calling to inform my niece was with them. The police stated that my autistic and nonverbal niece informed the officer she told driver wrong school, school is Brightmont the driver seen children outside then he opened the door, he told my niece Just go, go as he waved his hand the drove off. We contacted ValleyMetro we spoke with the manager about incident that he pulled drivers GPS seen driver niece was dropped off at wrong location at 8:37am and stated a third-party MTM Medical Transportation Management that does the transporting and that he would inform them of this incident and provide me with their contact number. Later that day about 12:30 para transit return to ********** and director of school informed the driver that the parent have picked the child up due to a incident this morning the driver then informed the director that he was the driver this morning, the director informed him that had dropped the student off at the wrong location the driver told the director that the student told him wrong school my school is Brightmont. Then driver stated that he thought Brightmont was far away so he just dropped her off where he seen other children at. The director indicated that the driver looked like he was out of it, intoxicated or under the influence of some type of substance. I was able to verify that the driver returned back to the incorrect address to pick child up to return her home and they informed him that this wasnt the right school and directed him to the correct place. At this time I have contacted the third-party at *** to speak with **** on three different occasions left messages and he not yet returned my call.

    Business Response

    Date: 12/06/2024

    This is for Arizona, MTM in ****** operates the non-emergency medical transportation service for *************** only. 

    Business Response

    Date: 12/27/2024

    *** thanks the complainant for reaching out to us regarding their transportation concerns. Our Quality Operations team is currently investigating this case, and will reach out to the complainant directly to discuss their concerns further. Thank you.

    Customer Answer

    Date: 12/28/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ****** *******

     

  • Initial Complaint

    Date:06/04/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    June 3/24 ***** had no intentions of picking me up or dropping me off as planned, really screwed me out of a long awaited surgery. I've never seen so many bad reviews for a single company and yet somehow they still poorly service a large amount of important medical transportation rides, affecting people's health, this company hurts people daily and yet it seems that's just business as usual. Shameful.

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    To whom it may concern, Hello i am a Peer Support Spicalist for Atlas medical systems, we are an outpaitent with supportive housing. I have been informed that several of our clients don't have their transportation arrive when they need to be picked up at 7:30 in the morning. Its always 45 minute to a two-hours wait, as well for the retrun trips, which is at 3:00 pm in the in the afternoons pick up time as well. Please advise that it's getting hot out and we would need a better system or a bus inplace for our mutual clients. Hopefully we can come to a conclusion to fix these issue as soon as possible please feel free to contact my supervisor or myself in regards to this problem. Thank you for your time and your help. ****************** *****************************

  • Initial Complaint

    Date:04/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I wake up early so I can be to work on time as much as possible. The lady who took my call at around 7:30 am on April 15 2024 took down wrong information from me and refused to change it. So I had to call back and correct with someone who actually helped. However I was on hold for 40 mins before even speaking to someone. The lady I originally spoke to was rude and not helpful at all. Also some days I call and I am waiting an hour to an hour and a half just to speak to someone. This is out of control. Why run something that helps people but doesnt help at the same time. Its been 3 times with mtba I missed an appointment with my provider and because I get 1 day a week off I have no other time to see them.

  • Initial Complaint

    Date:03/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MTBA is always late. They never have enough yellow cab drivers in Glendale. I have missed appointments, kicked out of Dr's offices, can't use them for med runs because they leave before the 15 minutes they are supposed to wait. I had to reschedule a surgery and at least 3 years ago one of their cabs brakes went out in traffic with me in the car. I filed a formal grievance with United Healthcare who subcontracts MTBA. The resolution presented by UHC to MTBA was to send Uber/Lyft ONLY for my transportation. I have filed plenty of grievances because now this is listed as a REQUEST and not a fix. I only allowed this as a resolution to LITIGATION! I could have died in that car. Now, the notes are on my account but it's not being adhered to as agreed. On 03/15/24 ****** a supervisor for MTBA had the audacity to tell ****** a UHC advocate that I need to switch health plans if I don't like the service. What I don't like is riding in vehicles that aren't properly maintained, or don't show up on time, drivers who don't get the proper information from dispatch so they spin around in circles trying to locate you and cancel, being hung up on when asking about policy because customer service is not consistent in the information they tell you over the phone from one person to the next. Being told what medical devices I have to use on a trip. No accountability for their constant computer glitches and rude attitudes. Sitting for hours on end. Most of all I do not appreciate being forced to ride with a company that almost killed me then to sweep it under the rug, lose the grievance I filed years ago because I gave both UHC and MTBA ***** and didn't *** when I could have! Now this aggravation every time I need to go to the doctors is affecting my health mentally and physically. I don't appreciate being lied to by ********* for UHC claiming to fix this when she did nothing she said she would claiming it's a courtesy. It's a service on my insurance I'm entitled to use and it's awful!!

  • Initial Complaint

    Date:03/15/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This transportation company is horrible they show up late or dont show up at all my dad does dialysis for medical reasons and they arent reliable dialysis is very important for my dad life I would appreciate if MTBA. Do there job and get him to his appointments

  • Initial Complaint

    Date:03/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    3/7/2024, I was scheduled for non-emergent medical transportation to SimonMed medical imaging. MTBA drivers kept canceling the scheduled transportation due to my service dog in derct violation of the Americans with Disabilities Act. Further, I am nonverbal and utilize assistive technology for communication. MTBA staff called me for the return trip and hung up on me. I ended up having to walk home because of this.

  • Initial Complaint

    Date:02/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MTBA on every occasion is either hours late or just does not show up, It is so far past ridiculous, I wish we didnt have to use this transportation. I had transport set for 9am, the patient obviously missed their appointment. The driver just walked in asking for pt and screamed at me saying it was the companies fault that he was so late. JUST DISGUSTING!!!

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MTBA regularly does not arrive on time or simply doesn't arrive at all to take me to scheduled appointments. Sometimes the lie to the parent insurance company ( Health Choice Pathways) that they have picked me up when that isn't the case. They frequently leave me waiting for hours to be picked up. If they can't do their job they need to get out of the medical transport business.

  • Initial Complaint

    Date:11/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is one of the worst businesses I have EVER dealt with. They are supposed to provide transportation for my daughter's medical transportation needs. We scheduled what was supposed to be a regular (M-F) pickup at the same time each day. We have had this scheduled over the past 14 days. There have been exactly three times that they have arrived within ten minutes of their scheduled arrival time. Most of the time they are ***** minutes late, and on two occasions, they NEVER arrived. I have to call every day to even trigger a ride, and typically wait on hold for *****+ minutes. I have asked to talk to a supervisor to correct the situation, and they invariably say that they are "dispatch" and cannot do anything to help. The health insurance companies contracting with this complete sham of a company needs to fire them.

Medical Transportation Brokerage of Arizona is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.