ComplaintsforModivcare, Inc.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 21 2024 at 11:20 AM had an appointment and when I finished the appointment I call Modivcare for a ride back home at 12:12 PM, the lady I was talking to, I gave her all my information she knew my phone number and hang the phone on me and never called me back , it was a decision on calling back or take the bus that was close to me, I call to complaint and told everything to tell modivcare that the lady hang up on me and never call me back, I told the person to give me a complaint number and to send me a letter of the complaint or I was going to complaint to BBB, I gave them many chances but that's how they do business. the clomplaint number is ********.the driver called me back for pick me up at 2:48 PM I was already at home.

  Business response

  10/02/2024

  Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the member's request, we have mailed the grievance letter. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Driver did not show up. Called the company three times. Each time I was told they had contacted the driver and he was three minutes or less away. Nearly an hour after scheduled pick up time I was told driver had not been permitted to enter the property. Had to reschedule the doctor appointment and am now being told insurance coverage has "timed out.". It's their fault I had to reschedule and they are not willing to rectify their bad performance. I believe I was given incorrect information when I was told the driver was within minutes of arriving.

  Business response

  09/17/2024

   Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the member's out-of-pocket expense, Modivcare and the complainant have reached a solution to address the concern.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Just yesterday, July 30, 2024, I created an account for modivcare.com -- or so I thought. I had programmed a trip for Friday and needed to program another for August 7, so I attempted to log into the site to change it. At first, I was operating on my smartphone, but I saw that on the smartphone, there was no way I could update my address; I relocated from that address on April 8, 2024 and the address I have on this complaint is my current address. I came home, tried to log in again, but then the site rejected me, claiming I had tried too many times to log in, so my account is now locked! It is not my fault that their mobile app does not allow address changes; that should not be the case. However, to use those attempts to log in to update an address that failed and lock me out of the account is unforgivable. I have to add that what I did on my smartphone was not a login but an attempt to update outdated information, but apparently, that counts against me as a failed login. The mobile app did not require a login, so there's no logic at all in the system if that is the case.

  Business response

  08/26/2024

  Modivcare's IT department would be more than happy to assist, please contact ************. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I followed the procedure to become an approved driver for my minor child. I followed instructions per modivcare ***resentative on how to fill out drive log for reimbursement and where to send a copy of the log. On Tuesday May 14, 2024, I emailed my drive log to virginia.billingoperations@modivcare as instructed. I have never heard back from modivcare regarding this reimbursement log, nor have I been reimbursed. I called Modivcare to follow up on this matter multiple times over the week of July *****th, 2024 and was transferred around multiple times with no resolution. One ***resentative I spoke with was unable to obtain the standing order for speech therapy twice weekly. Another *** indicated the therapy office needed to call (spoke to therapy office and they indicated they have never had to call modivcare for any matter including a driver's reimbursement). No one had any idea how to help.

  Business response

  09/17/2024

  Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the complainant's mileage reimbursement concerns, we will work on a satisfactory solution with the complainant.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It seems that Modivcare no longer reimburses trips for patients. Even though my health insurance company claims patients can be reimbursed for trips by driving themselves. Seems to be a untrue. I still haven't received my reimbursement for a past rude. I just don't see the point of having false promises or offers claimed by insurance like this. Recently, A specialist had faxed over my trip log to Modivcare. I'm not even sure that will get processed. It seems like a waste of effort to even try to get gas reimbursement by filing a trip log form. Yet all the companies working for Modivcare get paid. I know there has been issues with my postal mail for a few years. And have complained to postal managers about delay or returned mail.

  Business response

  04/15/2024

  After investigation the members concerns, it appears as though there were discrepancies with his gas mileage reimbursement log. The address on the reimbursement form did not match what was on the driver profile set up for the member. Modivcare was able to update the address and process the reimbursement for date of service on 11/3/23. The payment of $5.74 will be processed on 4/19/24. The member has been informed to allow 7-10 business days for the check to process through the mail.

  Customer response

  04/15/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We are supposed to able to schedule rides for medical appointments with ModivCare through ***************** Medi-Cal. We have been very unsuccessful at least 6 times. We have scheduled appointments well in advance and come the day of the appointment we call when they don't show up and are told the ride was cancelled. No calls or texts were sent to notify of the cancellation. We have missed crucial doctors appointments for my stepson. Most recently (1/24) we scheduled 2 weeks in advance, received the confirmation text after scheduling and received confirmation the day before the appointment. Day of I call after they aren't showing up and find out that they see the ride but it wasn't assigned to anyone. They never have answers as to why the rides are cancelled and we are not notified. We have even been given to the escalation department and still no resolution. How are we supposed to get my stepson to crucial appointments when we cannot rely on this company?

  Business response

  09/17/2024

   Modivcare takes the privilege of providing transportation services to our members very seriously. All of our efforts are dedicated to providing the best transportation experience for members, and we are continuously improving upon these services.
   
  It is our practice to work with members on any transportation concerns. In this case, Modivcare had a conversation with the complainant regarding their concerns, and the next scheduled trips were monitored for success. 

  Customer response

  09/24/2024

   
  Complaint: 21201164
  
  I am rejecting this response because:

  We missed so many appointments because they didnt show up. I would schedule and get confirmation numbers and even get text verification the day before but come the day of there would be a no show. When I would call they told me that a confirmation number didnt mean that there was transportation.  We had to secure a transport van on our own so we wouldnt miss any more crucial doctors appointments.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6-9-23, I submitted a claim to Modivcare because no driver showed up for 6-5-23 transportation reservation. I ended up taking an Uber to my appointment since the transport I arranged through the service failed. Over the next few months, I spoke to many agents and supervisors over the phone regarding the issue. I was told that claim reimbursement was processed 7-7-23. After that date, multiple Modivcare people confirmed claim was approved and in progress. After my last call to check status, 10-12-23, the agent recommended I fax a claim redetermination which I did. *** spent over 10 hours trying to get my Claim Amount Paid out of Pocket: $37.98.

  Business response

  02/05/2024

  ModivCare has investigated the feedback and can confirm that a provider was unable to be secured for the trip, as such, the member secured their own ride. ModivCare has processed reimbursement for the requested amount, set to disburse on 2/9/24.  

  Customer response

  02/07/2024

   
  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. If I do not receive a payment as described in the business response, I will reopen complaint or follow the process recommended by BBB for satisfactory conclusion.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My health care provider uses/Pays *********** Transportation as a benefit for its members to help us to get to doctors and or medical appointments etc. There have been times when *********** has not arrived or not shown up on time and we have had to drive ourselves and this allows us to get allows us to get reimbursed x** per mile for the use of are on vehicle which is allowed and agreed upon as we have the form signed by the doctor and sent to *********** for payment. I have faxed the form several times as I was supposed to and also attempted to e-mail the form as instructed but I believe I might have made a mistake since it was returned more than once. I spent a number of times on the phone trying to call and confirm the e-mail but had not luck.

  Business response

  01/25/2024

  ModivCare has looked into the feedback and can confirm that the mileage reimbursement trips were not set up after the providers failed to arrive. This has been corrected and the trips for 4/18/23 and 4/19/23 has been submitted for payment. The trip for 4/24/23 cannot be reimbursed as the member contacted ModivCare several hours after the scheduled return time to report that the provider never arrived and that they were charged a $35 no-show fee. ModivCare attempted to contact the facility at the time that the complaint was filed but could not reach anyone to confirm the no-show fee, this cannot be reimbursed for mileage as we have received conflicting information. Lastly, the trip from *** was created and was processed for reimbursement in December of 2023. 

  Customer response

  01/26/2024

   
  Complaint: 21113891
  
  I am rejecting this response because: There was much more to this complaint other than the one date that needs to be reimbursed. ******** needs to review all the dates properly since there were going to reimburse milage prior as per the contract agreement with Humana. This is not new to them at all, they need to follow the contract agreement which they are under in 2023 and 2024. 
  
  Sincerely,
  
  ***************************

  Customer response

  02/08/2024

  *******, I never received any inquire from you concerning Motive. Can you reopen the complaint, please or should I file another complaint?

  Customer response

  02/08/2024

  Motive Care has not resolved this issue to date.

  Customer response

  02/29/2024

  Hi *******, attached are the dates that I did attempt to work with Motive at avoid their Deceptive Practices and breach of agreement with the Insurance Carrier. These are the names and dates as they are well aware as they provided the e-mail address of ************************************************************************************** which did get bounce back and the representee who tried to be helpful did not log the e-mail address on her end so the representees that I spoke with after was unable to give me the correct e-mail address. That customer service representee from *********** did file a complain against the customer service represtive at the other location for not providing the Six-digit codes to me back then which has caused all of this mess and hours spent by myself and Motive Care.      The Complaint ID: # ******** *( Not sure what this Complaint ID was to)
  
  Thank you so much for you time and help as I hope we resolve this and appreciate your patients.
  
  
  Sincerely,
  
    ***************************

  Business response

  09/17/2024

  Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the complainant's mileage reimbursement concerns, we have spoken with the complainant and resolved the matter.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have trouble all the time with this company paying throughout the yrs. I called them two prior to my mother needing a doctor visit in oct.23. I was schedule to leave on 10/29/23 for appt. on 10/30. I was given a trip number ***** for mileage and **** for food and was send in hotel receipt for overnight stay. I sent that in on nov.1,23. I called in today 11/12/23 rep. knew nothing about it one told me that a transportation company took my mother. Which was a lie I drove her and have the receipts and staff signatures to prove it. I need help in this matter. also I called them 12/5/23 spoke with them for over 3 hrs, they gave me a new trip number which is on the trip sheet that is uploaded and made a lot of excuses and lies for not paying me. I even had a rep. from ******** speak with them and they gave her alot of excuses and tried to blame them by saying they were to blame for not paying me, which she told them isn't true this went on for hrs. My member id is ***********.

  Business response

  12/11/2023

  ModivCare apologizes for the delay, the meals and lodging payments will issue on 12/15/23 while the mileage reimbursement will issue on 12/22/23. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am trying to get gas reimbursement since last year from Modivcare. I emailed their mileage reimbursement trip logs to their Modivcare ************ 4 times. They sent my son a couple of checks since he had to leave work to drive me to appointments. Checks are for $5 and $8. A far cry for these trips. I am talking about 9 times they did not show up to drive me to Physical Therapy and my Podiatrist appointments. 20 miles round trip each time! Also contacted my insurance company. No one has done anything. Please help as this is a lot of money. I am trying to get gas compensation for 9 Trips they failed to show up for! Thank you for your help. Tried to contact you earlier, but did not know how to get on this sight. A friend from church helped me.

  Customer response

  10/18/2023

  Monday, June 19th, 2023  This is the 4th time gas reimbursement logs have been emailed to you starting on 8/25/22 through March 1st, 2023.  Eight visits to ************************* and one to ***********************

  I was told drs. had to resubmit verification on their letterhead that I had these appointments on these dates sign them again.  ********************** office was told by one of your Modivcare agents on Tues 13th that was unnecessary, so I am submitting the original gas reimbursement log with her signature on it.

  I spoke to ****** in your claims ***** on Friday, 6/16/23.  She had the following information.  1)  8/25/22- gas reimbursement approved on 6/2 23.  Payment sent out today 6/16/23.  2) 11/10/22 gas reimbursement should   have been paid March 21st ( included letter from your company.  3)  ll/15/22 still processing this date & 11/17/22, 11/22/22/, 11/29/22,  & 10/25/22 will get paid 6/30/23.  11/3/22 & 11/22/22 ****** sending email to her company about these 2 rides on Fri. 6/16/23.9/23 

  Also received l letter dated 5/19/23 complaint #******** & 5/30/23  complaint # ******** ( all included).  Last 2 letters from your company do not have date of ride listed.  Are you referring to the lack of transportation on Wed, March 1st to Dr. ******************** customer service or lack there of is appalling!  Either no responds to my concerns, a manager never gets on the phone  and each agent has a different story.  Please respond to these issues as soon as possible.  This situation has been going on for almost a year.  Very disgusted, *************************

  Customer response

  10/18/2023

  Wednesday, July 19th, 2023

  Enclosed you will find all documents to Modivcare.  They will not resolve this issue.  They are also trying to pay for incorrect mileage.  It is 9 trips, 20 miles round trip. The price of gas last year was $4.26 per gallon.

  This has been going on since 8/25/22.  No managers ever call back  I have emailed these documents 4 times to their claims **** @ Virginia.Billing Operations@ Modivcare.com.  No results.

  Drivers failed to pick me up for 9 drs. visits, also making me late each time.  My son had to drive me .  Each trip was 20 miles round trip not 16.  Every employee at the company gives me different information.  Nothing gets resolved.

  *********************, my insurance case manager, told me you would help me resolve this VERY STRESSFUL, FRUSTRATING SITUATION.  Looking forward to hearing from you shortly .  This is the worse company I have ever dealt with.   Respectfully,  Mrs.  ******************************

   

  Customer response

  11/04/2023

  I am still waiting to hear from you regarding Modivcare not sending me reinbursements for 9 rides.  They did not take me to doctors appointments, and I had to get my son to take me.  I enclosed all the trip logs with my original complaint, and am anxiously waiting to hear from you.  Thank you very much with your help with my problem.  Sincerely, ******************************.

  Customer response

  11/04/2023

  I am still seeking your help regarding gas reimbursements from Modivcare a ride service thru Medicaid.  They failed to pick me up for doctors appointments 9 times.  My son had to leave work to get me to these appointments, making me late each time.  Fortunately the drs still saw me.  These trips are 20 miles round trip.  I have sent Modivcare the trip logs they provided 4 times with no response.  This is a lot of money and aggravation.  Modivcare has failed to reimburse me for all the times their car service failed to pick me up.  Anything you could do would be greatly appreciated.  All the reviews on their website are negative.  Thank you very much.  *********, ******************************

  Customer response

  11/08/2023

  The address of Modivcare is Modicare Claims  *************************************************************************** # is ************ Opt 1.  This info is on top of their Mileage Reimbursement trip log!  Emailed all trips where driver failed to show up for drs. Appointments 4 times w/ drs signatures!  Other address on this trip log form is Modivcare Claim's  Department ****************************** , 4th Floor ******************** *****

  Customer response

  11/17/2023

  Im not sure what additional clarification is needed. 

  Customer response

  11/28/2023

  Please inform me what is missing from my complaint.  I included Modivcare's gas reimbursement forms and a letter from my Physical Therapist listing all the appointments I was late for due to Modivcare not showing up at my apartment!  I was very fortunate that she was willing to squeeze me into her busy. schedule!  I am seeking gas reimbursements for the 9 rides they failed to show up for.  Each trip was 20 miles round trip.  My son had to leave work to drive me and wait til my appointment was over.  I will gladly supply you with any further documents you need.  Thank you for your help  Sincerely, ************************

  Business response

  09/19/2024

  Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the complainant's mileage reimbursement concerns, we have reached out and are awaiting a response from the complainant.  

  Customer response

  09/19/2024

   
  Complaint: 20746651
  
  I am rejecting this response because:  I did not get reinbursed properly for all the rides that were not completed.  **** times I was not picked up at home to be driven to a doctors appointment or was not picked up from the office.  My son had to leave work to help me out often.  All ride dates, ride numbers, drs signatures and miles  were submitted to Motivcare on four separate occasions!
  
  Sincerely,
  
  ***** ********

*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. ↩