Complaints

• 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.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been using this company since it was still logistics care. Recently they have been giving me problems making reservations. Representatives are lying saying they have to do verification and they wont allow me to make reservations for all my appointments i never had this issue before until now, my mother books her appointments as well with them so i know when their lying Recently ive been told im not allowed to speak to a supervisor even when i know the representatives be lying. I have multiple disabilities and they are making things harder for me. I usually schedule all of my appointments at one time. Now its a problem, they been canceling my trips saying they were unable to verify appointments. Modicare owes me a lot of money on late cancellation fees, no show no call, transportation and pain and suffering. I do believe i am being discriminated against and would like someone to give me a call. Ive spoken to numerous **** but nothing is being solved. I even filed a complaint on a supervisor name ******** because of her attitude and and not wanting to do her job but yet i havent heard nothing back and its been months. Im constantly having these issues on a daily basis. They took me to an appointment and even refused to take me back home so I definitely need reimbursement on those times. I have numerous complaints about this company and can provide a more thorough detail if someone reaches out. They not booking the appointments correct. Everyone seems like their miserable working there. I need to be able to make my appointments freely and they also refuse to recognize that I am a female i have been born a female but for some reason they refuse to put my correct information or use my correct pronouns which is she and her. They have been causing me to go the hospital more recently from stress and seizures. They would leave me outside in the heat where i was have a seizure from being outside for over 2 hours waiting to get picked up from doctors being closed

  Business response

  12/13/2024

  Modivcare has been communicating with the consumer via the provided email address and is currently awaiting confirmation of a convenient time for a conversation. Modivcare is committed to collaborating with the consumer to address their concerns.

  Customer response

  01/06/2025

  Hello , i have not gotten a resolution with modivcare please reopen case. Thank you Delijah ******** ********* ****** Kingston

  Business response

  01/07/2025

  Modivcare informed the consumer that, due to discrepancies in the appointment information provided, the current verification process will remain in effect. This process is scheduled for reevaluation in six months to ensure all trips comply with the health plan's established policies. The member was reminded that all trip detailsincluding the facility address, phone number, and appointment timemust be accurate to facilitate verification. Modivcare values all feedback and remains dedicated to providing support while upholding the integrity of our services.

  Customer response

  01/07/2025

   
  Complaint: 22636452
  
  I am rejecting this response because:
  Modivcare has been having issues taking me to my appointments. They been putting different addresses because they claim the address of the doctor office doesn't show up. This still does not explain the situation of them taking me to my appointment and refusing to pick me back up. I should not be responsible for what their team mebers did. There have numerous calls about the employees putting in the wrong information for my trips.
  Sincerely,
  
  Tyshauna Biahop

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/4/24 a driver from Modivcare named ***** arrived to take ***** to a doctor's appointment at **** Family Chiropractic. A few minutes later, he claimed that the appointment had been cancelled and left. He did not drive ***** to the appointment. **** had to pay $23.98 for an **** ride for ***** so she could get to her appointment on time. ****** daughter ****** called Modivcare and said that we did not cancel the ride. Also, the man she talked to at Modivcare said that nothing was cancelled on their end and that **** could be reimbursed for the ride. ****** has contacted Modivcare a number of times, but **** has not received his reimbursement. **** is 92 years old and a ******* veteran.

  Business response

  12/12/2024

  At Modivcare, we are committed to collaborating with our members to resolve any transportation concerns. In this instance, an internal review found that the trip was incorrectly canceled due to the automated system misinterpreting the caller's request. Modivcare has contacted the consumer and is currently awaiting a return call to obtain the receipt and to discuss reimbursement details. We are eager to work with the consumer to ensure their concerns are addressed and resolved. 

  Customer response

  12/12/2024

   
  Complaint: 22635910
  
  I am rejecting this response because:

  I would like to be reimbursed $23.98.  My daughter has requested that all communication be through the BBB.

   

  Thank you.

  
  Sincerely,
  
  **** *****

  Customer response

  12/16/2024

  Hello,

  Here is the **** receipt from 4/4/24 that you requested.  

  Thank you.

  Customer response

  12/19/2024

  This is ****** Zappa ******.  I'm the daughter/DPOA/HCS of **** *****.

  Im filing the complaint on behalf of **** *****.  His address is ************************************************************************  He is disabled.

  Thank you.

  Best, 

  Flavia

   

   

  Business response

  01/13/2025

  Thank you for providing the additional information. As a result, the payment has been processed and will be issued via check on 1/15/2025. We kindly ask to allow up to 30 days for the check to arrive. For any questions or concerns regarding reimbursements, please contact our Claims Team at ************.

  Customer response

  01/15/2025

  Please close this case and list it as resolved.
  
  If my dad does not receive the check in 30 days, I will ask you to reopen the case.
  
  Thank you.
  
  Best,
  Flavia 

*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. ↩