Complaints

• Initial Complaint

  02/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter is a member who is a minor on 01/13/25 I was assigned to ****************** in which I made several complaints that they were not coming on time on 01/13/25 my daughter had a medical appointment driver arrived on time when I submitted her trip online I put 2 adult escorts me and her father for some reason it wasnt on the trip driver called her boss which she said was fine my appointment ended at 11:30am after pickup to return back home the ************** Llc employee was pulled over by ****** police department for no updated registration and expired decal we were pulled over for 25minutes the officer allowed her to pull off because she was doing medical transportation if I recall correctly it was months that the van they use was not renewed this is clearly a problem because Modivcare is to monitor the provider they assign to ensure their vehicles are safe on the road furthermore if anything would have happened accidentally they had no legitimate insurance the owner of the company told her to complete her manifest and she would deal with it later I also made complaints and asked to not be assigned to them Im still waiting on someone to call me back and again Modivcare failed a member I will seek legal action as well as request body cam footage from that day

  Business response

  02/24/2025

  Modivcare has reached out to the consumer by phone and email using the provided contact details and is awaiting a response. Modivcare looks forward to discussing this matter further and would appreciate confirmation of the best contact information to ensure effective communication.

  Customer response

  02/24/2025

   
  Complaint: 22940461
  
  I am rejecting this response because:

   

  i was only contacted 5 business days ago and nobody has followed up with me as well as took the matter seriously this has caused me a lot of stress and distrust with Modivcare and doing business with your business entity as it compromises the safety of my child. I also want some form of compensation because legal this company should not have been transporting members that day 01/13/25 due to the vehicle not having required documentation I also blame customer service and the representatives that are the initial point of contact in general they do not properly do their job in communicating effectively with members or their coworkers to address situations like this before it gets out of hand and again Im still waiting to be contacted back 
  
  Sincerely,
  
  ****** *****

  Customer response

  02/28/2025

  I am requesting compensation due to the negligience of Modivcare Solutions LLC for not effectively and effeciently ensuring that the companies that they are brokering NEMT rides have proper license registration and tags required by law to transport this put me my child and her father's life at risk and then continued to try to force me to ride with this company after several complaints 
  

  Business response

  03/14/2025

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Following an internal review, we determined that the information provided warranted further attention. To address this, we have collaborated with the appropriate management teams to address and further enhance our provider review process and prevent similar situations in the future.

  Additionally, Modivcare can confirm that there was no risk of danger to either the provider or the riders at the time of the traffic stop. We appreciate the feedback provided, as it reinforces our ongoing commitment to improving service reliability and ensuring timely resolution of any concerns.

• Initial Complaint

  02/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Modivcare has the worst customer service. They denied my ride to 2 different appointments. One they said I needed to give more than 48 hours notice, and another because they said they called the facility and the facility is closed on Sundays. This is an acupuncture appointment and the number they had for the facility was wrong in the first place and it is a facility that is by appointment ONLY. So if I want to go at 6:00 am, the doctor will accommodate. There are NO SET HOURS. Shame on modivcare for canceling my ride because they lied about contacting the facility. Now I will call and complain to health net to ensure they know about this company. They also refused to book me an emergency ride when I said I needed to see the doctor on a short notice as I wasnt feeling well.

  Business response

  02/20/2025

  At Modivcare, we are committed to working closely with our members to resolve transportation concerns. Following an internal review, we found that the trip was denied due to lack of notice. However, we also identified that the agent did not properly process the denial for the online trip request or inform the member. We have since confirmed that the trip was reinstated, and the member was transported to their appointment on February 9th.To prevent similar denial issues in the future, we have worked with the appropriate management team to ensure all trip requests are processed correctly and communicated effectively. These efforts reinforce our commitment to improving service reliability and ensuring timely issue resolution.

  
  Modivcare is a non-emergency medical transportation organization. For urgent or emergency situations, members should contact 911 for immediate assistance.

   

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I take modivcare to attend doctors appointments do to my disability,My issue its been 4 different occasions that there was a no call or show. The day of my appointment.I usually confirm the day before.Its so inconsiderate for them to no call or show,My daughter takes off to attend my appointments, As well my doctor offices is starting to charge me no show no fee for not notifying within 24 hours miss appointment fee.

  Business response

  01/17/2025

  At Modivcare, we are committed to working closely with our members to address and resolve any transportation concerns. After conducting an internal review, we determined that the missed appointments resulted from the providers failure to arrive or notify Modivcare of any delays. To address this, we escalated the matter to the appropriate management teams, who have since engaged with these providers. During these discussions, we emphasized the critical need for clear and effective communication with Modivcare. These steps reflect our ongoing dedication to enhancing service reliability and ensuring timely resolutions to any issues.

  Customer response

  01/21/2025

   
  Complaint: 22812002
  
  I am rejecting this response because:
  
  
  
  ***** ******

  I have 2 daughters, they work together for my current care/ transportation for my appointments,There was 4 no call no show and complaints no one ever contact us ever until I reached out to the BBB. Thats not right to The client (me)***** ******,  Or  would come in the wrong vehicle when there was no mix up we made them aware she completely wheelchair bound totally.

  I have to make arrangements on our end as  well to  get myself ready and my daughter take days off from work as well for these schedule appointments and give the nurses the days off as well. Its very inconsiderate to everyone involved.

  I do thank corporate for responding and giving me a direct # to respond as well! Nobody ever responds when you put in actually complaint that needs too be addressed as well.

  We Just looking for this company too be considerate and respectful to the family and client as well moving forward.

   

  Respectfully ,

   

  ***** ******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Modivcare driver, Treasure Pavia, put my entire life in danger. She was late picking me up for my doctors appointment. Treasure thought it was proper to drive on average ***** miles over the speed limit and at one point she was driving 89 mph on the expressway.She needs to be removed as a driver before she kills someone. I pulled out my phone and opened the Waze app to record real-time location and how fast she was driving. She could have killed me and did not have one care in the world. She was also on her phone and taking sips from her drink driving this fast down the highway. This is a company that contracts non-emergency medical transportation for **** of **.

  Business response

  02/05/2025

  Modivcare has been communicating with the consumer via the provided email address and is currently awaiting confirmation of a convenient time for a conversation. An internal review determined that the referenced provider has been excluded from future services. Additionally, **** and **** have been added as preferred providers. Modivcare remains committed to working with the consumer to address their concerns.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Everytime I schedule transportation with ******** they either never show up, or are always late. Today I was scheduled to be picked up at 2pm I called into ******** because my appointment ended early to see if the ride could come now and I spoke with ******* when I called in at 1:33pm who said the correct address on the phone that I was at and that I was going to. When I received the text from ******** it said I was going to *******, **. I called back in and asked to speak to a supervisor who said that the employee did not pay attention to a detail and did not do it correctly. I have this call recorded between us. I did not think I had to have the call between me and ******* recorded because she seemed like she knew what she was doing. This is always happening no matter when or how I schedule my appointment. I schedule my appoints weeks in advance and on the day of the appointment right at the pick up time that is when the issue starts. I have three rides where transportation did not show up and I missed my physical therapy appointment. I would like to speak to someone about this.

  Business response

  01/07/2025

  Modivcare is committed to providing reliable transportation services, understanding the critical role we play in helping members access non-emergency medical care.
  In response to the consumer's feedback regarding transportation concerns, we conducted a thorough review and identified the root causes of the issues. We found two instances where trips were not performed. In one case, the issue stemmed from a shortage of transportation providers in the area. In another instance, the provider was unable to reach Ms. ****** upon arrival, as she had a new phone number that may not have been updated during booking.

  
  To address these concerns, we collaborated with the appropriate management team to improve processes where transportation was unavailable. During these discussions, we reinforced the importance of clear and effective communication with members, ensuring they are promptly informed when transportation cannot be secured. Our goal is to continuously improve our services and maintain the trust of our members.

  Customer response

  01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They were very adamant about getting down to the bottom of what was happening with my transportation. I received updates as it went along and calls to make sure that my rides are/were coming.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company has no remorse or takes responsibility for transporting patients. they canceled a ride to a ** apt with no notification to the patient. so day of *** when the transportation did not show up we call the modivcare and they advised the ride was canceled. this is delaying the care of patients. this company needs to be SHUT DOWN SHUT DOWN........................

  Business response

  01/02/2025

  At Modivcare, we are dedicated to working closely with our members to resolve any transportation concerns. Following an internal review, we determined that the trip was denied due to insufficient information. However, we also discovered that the agent did not properly deny the online trip request nor inform the member of the denial.

  
  To address this, we have collaborated with the relevant management team to ensure that all requests are handled appropriately. These actions are part of our ongoing commitment to improving service reliability and ensuring prompt resolution of any issues.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled . Modivcare transportation is the provider for ******** transportation here is SC where I live. I do not drive an I am totally dependant on this service that is offered threw ******** . There has been at least 6 different occasions that , transportation did not pick me up for my medical appoinments. They allow me to book the trip only not to show up . I have contacted them asking to speak to a supervisor about situation an told they will call me back but never do. This situation is totally causing more health issues that is for sure detrimental to my being,. I am very worried about my mental health now an my heart issues.

  Business response

  01/02/2025

  At Modivcare, we are committed to working closely with our members to resolve any transportation concerns. After an internal review, we identified that the missed appointments were due to the providers failure to arrive or notify Modivcare of any delays. To address this, we contacted the consumer and processed an out-of-pocket reimbursement. Additionally, we have confirmed a preferred provider for the member and assigned them to their profile for future trips.
  Furthermore, we notified the relevant management team to address transportation delays with our partners. In these discussions, we emphasized the importance of clear and effective communication with Modivcare. These efforts reflect our ongoing commitment to improving service reliability and ensuring the timely resolution of any issues.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On numerous occasions, the company has either picked up my mother late or failed to show up at all. In addition, they have unjustly charged us multiple no-show fees despite the fact that no service was rendered. When I have attempted to inquire about the reasons for these missed pickups, the transportation company has consistently provided false explanations, such as claiming that my mother did not go outside or that we have canceled the trip. These explanations have proven to be inaccurate on every occasion.The continued unreliability and dishonesty from the transportation provider have caused my mother to miss important medical appointments, and I fear this may negatively affect her health and well-being. My mother needs her therapy appointments which is critical to get her to be able to walk again. Moreover, the no-show fees charged to us are unwarranted, as the company has failed to provide the service it was contracted to deliver.

  Business response

  12/17/2024

  Modivcare is committed to providing reliable transportation services, recognizing that our members depend on us to access critical non-emergency medical care. In response to the consumer's feedback regarding transportation issues, we reached out to the consumer and identified two transportation providers who failed to transport Ms. ***** or notify Modivcare of their delays on several occasions. We promptly informed the appropriate management teams, who addressed the issue with the transportation providers to ensure better communication with Modivcare and our members moving forward. At that time, we reinforced Modivcares policy regarding contact protocols for delays or last-minute cancellations. To prevent future issues, we have removed the providers from the members profile and assigned a preferred provider. Additionally, Modivcare is awaiting receipts for out-of-pocket expenses charged to the member for review. We remain committed to delivering the highest quality transportation experience and are dedicated to continuously improving our services.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Modivcare management multiple times about my billing adjustment and they have ignored my calls, messages, texts, and certified letter I sent to their corporate office that was received on Nov 20th 2024. I want this matter resolved **** as this matter has been going on since October 2024 without contact and resolution.

  Business response

  12/20/2024

  Modivcare has engaged in a conversation with the consumer to address their concerns and is conducting further research to ensure a comprehensive review is completed.
  We kindly ask for additional time to finalize our investigation and will provide an update as soon as possible. Thank you for your understanding and patience as we work diligently to resolve this matter. Our commitment to delivering exceptional transportation experiences and continuously improving our services remains unwavering.

  Customer response

  01/07/2025

  Please do not close this case as it is still unresolved.  I am spoke with ******* at Modivcare and for the past 2 weeks I have had to call her and leave messages each time for her asking for updates.  The only answer she has given me is give her more time to review.  It has been now a total of 2 months without resolution.  I called her today and left a message asking for an update and I didnt receive a response.
  
  Thank you 
  Lecrescia *****

  Business response

  01/21/2025

  Modivcare has completed the investigation and confirmed that the final payment of $1,124.39 was issued on January 6, 2025. The visitor has been notified and provided with a detailed payment breakdown. With this resolution, we consider the matter fully resolved and closed.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refused ride based on policy that three days notice was given. I called three days before and as disconnected by the virtual assistant after being told i needed to speak to a representative. As phone calls already exacerbate my anxiety disorder, and I ent into a panic attack, I called back the next day. The **** *****, and the manager I spoke to, *******, refused to acknowledge that I called yesterday and encountered a technical issue that resulted in the trip not being processed, and only kept repeating that they required three days notice, without actually addressing my complaint at all.

  Business response

  12/13/2024

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Our records indicate that the consumer reached out to Modivcare at 10 PM on 12/3/2024 to request transportation for 12/06/2024, which falls outside of our business hours. A review of the call shows that the automated system informed the member that the office was closed and advised them to contact us the following day. When the consumer called the next day, a Supervisor explained that the trip request did not meet the required notice period. Modivcare can confirm that the call was managed appropriately. In alignment with Health Plan Policy, ********************** accepts trip requests between 8 AM and 5 PM, Monday through Friday, and requires a minimum of 3 business days notice for all routine appointments. We remain committed to delivering a positive transportation experience and maintaining the highest standards of service.

*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. ↩