Business Profile
Medical Transportation
Modivcare, Inc.Headquarters
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Complaints
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Complaint Details
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Initial Complaint
08/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
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
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
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
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
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
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
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Modivcare promised to reimburse me for my trips to take my wife to Doctor ****** and Hospital ******, Every time I attempt to collect, Modivcare rejects my requests. They are supposed to provide this service thru their affiliation with ************* ****** ***************************Customer response
01/02/2024
I received a Mastercard (payment solutions) card from Logisticare (motivcare) , however they will not allow me to activate the card to receive said payments. I have been on the phone 5 times with them now, over 1.5 hours and they can not provide me with a solution. The absolute worst company I have ever had dealings with.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 December of 2023.Business response
10/17/2024
Upon receiving the rebuttal, we contacted the complainant to discuss the concern further. Based on our conversation with the complainant regarding mileage reimbursement, we were able to rectify the concerns that satisfied the complainant.Initial Complaint
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.
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Customer Complaints Summary
308 total complaints in the last 3 years.
71 complaints closed in the last 12 months.