Complaints

This profile includes complaints for Modivcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Modivcare, Inc.

  6900 E Layton Ave Ste 1100 & 1200 Denver, CO 80237-3655

• 

  ModivCare Solutions

  6606 Abercorn St. Unit 108A Savannah, GA 31405

• 

  Modivcare

  2 CityPlace Drive, Suite 425 Saint Louis, MO 63141

• 

  Modivcare Inc

  770 The City Dr S Ste 7400 Orange, CA 92868

• 

  Modivcare

  5875 NW 163rd St # 2 Miami Lakes, FL 33014

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.

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  CONTACT ME BY PHONE! Modivcare customer service needs to have customer and service removed from their title and just be called agents because they do not assist or provide service. In my file there are issues with other companies. *** is the ONLY company that I've NEVER had an issue with. ***************** ***** advised I can ride with any company I want as long as they accept the trip. I booked a trip for 04/14/2025 over the phone with an agent and requested ****************** and ****** as preferred driver. I have said I only want to ride with that company or I won't book a ride with Modivcare. Called K3C before I booked the trip to make sure they were available. Received text on April 1, 2025 6:22pm central time that *** was the provider. The day before the trip on a weekend I got a text message at the last minute Sunday April 13, 2025 stating Access Mobility was now the provider. I DO NOT want to ride with Access Mobility because I rode with my daughter where that company was the provider and the service was completely HORRIBLE! The only company that I have ever rode with is K3C Transportation(they are the best) can be confirmed by reviewing my account! Several ***** customers I know have started requesting ***** to use ************** again as booking agent instead of Modivcare because of horrible service! I call K3C directly each time before I book a ride to make sure they are available and if they aren't, I reschedule appointments to days they are available. I have also spoken to ******** who advised I can ride with ANY company that is part of the network and accepts the trip. I also submitted a complaint with ******** because they said it's a form of discrimination and abuse to continue to schedule me with provider I despise. Telling all friends with Cigna/posting on ****************** to file complaints with ******** and have Cigna end contract with Modivcare and use ************** as booking agent! If *** isn't the provider we're boycotting Modivcare.

  Business Response

  Date: 04/14/2025

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Modivcare understands and appreciates the preference for K3C Transportation; however, we cannot guarantee the assignment of a specific provider for every trip. Our primary goal is to ensure that all members are transported safely and reliably to and from their appointments, regardless of the assigned provider.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23198303
  
  I am rejecting this response because: Modivcare ALWAYS has the same cookie cutter response. The company they switched to Access Mobility with ******* as the driver was driving 75 miles on the interstate and checking text messages! It is against the law in ******* to even have your phone in your hand while driving for ANY REASON! You must have a handsfree device. If that driver had a wreck and injured me I was going to sue the pants off Modivcare and the company Access Mobility. I spent 1.5 hours with a Cigna Health spring supervisor and Modivcare who told you I can ride with ANY provider as long as they accept the trip. *** accepted the trip on April 1st and Modivcare changed the provider on Sunday April 13th. I'm starting a petition to have ***** end the contract with Modivcare and go back to ********* Care as their transportation broker! Modivcare is HORRIBLE and the agents are rude and makes you feel as you are disturbing them when you call. I filed a complaint with ******** to investigate Modivcare! ******** has also said I can ride with who ever I want if the are in network!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ModivCare has been scheduling me with a transportation provider named PDP and Ive asked ModivCare to exclude this company From my profile. They always bring me to my dialysis treatments late which is terrible for my health. I need every minute of these treatments but since Im always late ai end up getting3-1/2 hours instead of 4 hours. This is terrible for my health care and dangerous as well. Plras help

  Business Response

  Date: 04/01/2025

  Modivcare takes all feedback seriously and we are committed to ensuring a reliable transportation experience for our members. Ms. ****** reported ongoing delays and service disruptions with transportation provider PDP, which impacted her dialysis appointments. Upon receiving her concerns, we conducted an internal review and confirmed service inconsistencies. As a result, corrective action was taken, and PDP was removed from her trips.

  To address her needs, we reassigned her transportation to ************, a provider with a satisfactory performance rating and informed Ms. ******* of the change. Additional monitoring measures were put in place to ensure service reliability moving forward.

  We appreciate the opportunity to address this matter and remain committed to providing the best possible service to our members.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2/7/25 in sent in a trip log to be reimbursed for food, and milage 2391 and ***********. I called an talked to the ***** to see if they received it, they claimed they did. A few weeks later never received a check this has been going on for weeks. I resend info look for payment it never comes. talked with a **** this past Friday she told me to resend it and make adjustments and so forth. I get the run around and never get paid. I also resent another trip log I haven't been paid for trip ****** for 3 12/25. I have had trouble getting paid by them in the past and need help. I appreciate your help.

  Business Response

  Date: 04/02/2025

  Our review found that the member/driver was using an outdated GMR log containing incorrect contact information for claims. While the necessary forms were eventually received, they were incompletemissing trip numbers on meal and hotel receipts, an incomplete GMR log, and a drivers address mismatch.

  These issues have been corrected, and the required documents were submitted for reimbursement related to the 2/2/25 trip, as well as a return trip on 2/5/25 that was not initially mentioned in the complaint. The driver will receive the reimbursement loaded onto their Comdata card on 4/11/25.

  We encourage the member to contact Modivcare directly to assist with any additional concerns or questions they may have.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Modivcare is the transportation broker ****************** uses to book rides for appointments for its members. I have had several issues with companies Modivcare has booked for appointments. It is located in SEVERAL places in my profile that now I ONLY ride with ******************. A supervisor from ***** and I just had a conference call with a Modivcare supervisor 2 weeks ago about the same issue and it was supposed to be resolved. The website doesn't work so I booked a trip with a live agent on 03/24/25 at approximately 8:45am central time. Modivcare did not even attempt to book with my requested provider and driver, and I know this for a fact because I called and asked *******************They assigned the company they wanted. I previously asked why they refuse to book with my requested provider and I was told because everyone in the same area can't ride with the same provider. Obviously if people request a specific company that company must be the best and the rest are HORRIBLE! I don't care about every other member and Modivcare has documented incidents I've had with other providers so ****** from Modivcare Headquarters asked me which company I would like for my trips to be booked with. Modivcare agents/supervisors are rude and unprofessional. Some agents/supervisors apologize and change the provider to my documented requested providers ***, the rest claim they can't do anything because the routing depart books the rides. When requests to speak to the routing depart they say you can't talk to them, you can only email. I asked for the email address and was denied but they will send an email with my request. The people in the routing depart must have issues with reading comprehension because they continue to disregard the emails sent on my behalf and notes on my profile. I'm tired of this rude and unprofessional company. I'm starting cancel Modivcare campaign for *****. Also filing acomplaint with the State Insurance Board/Attorney General and ******************

  Business Response

  Date: 04/02/2025

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Modivcare understands and appreciates the preference for K3C Transportation; however, we cannot guarantee the assignment of a specific provider for every trip. Our primary goal is to ensure that all members are transported safely and reliably to and from their appointments, regardless of the assigned provider.
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23107476
  
  I am rejecting this response because: I have spoken with ****** (spelling may not be correct), a Modivcare corporate official who stated I can choose my provider after an issue in which Modivcare had to pay $250 for a late fee to a provider because the company they booked did not show up. I've had numerous issues and was advised by several supervisors my preferred company *** can be the provider I choose for transportation. Several Cigna Healthspring  supervisors have spoken with Modivcare and advised I may choose my provider, because I can't be forced to ride with a provider I don't want. I was advised by ******** that I may choose any provider as long as they accept the request AND Modivcare refusing to honor the request is abuse and a complaint has been filed with ******** for investigation of Modivcare.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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.