ComplaintsforProCare Transportation and Language Services

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to file a complaint against ProCare *********************************************** Services. I am currently receiving on-going transportation services from the company in order that I can attend therapy. I have a regular female driver, whom I particular like because she is awesome, who picks me up from my home, waits for me, then drops me back to my house following my therapy sessions. On Monday, April 29th, 2024, that particular driver was not available to transport me. Therefore ProCare had to send another driver to pick me up from my home and transport me to therapy. However, after I was dropped off at the place where I am supposed to get my therapy, that new driver left and did not wait for me so I had to call ProCare again in order that they can send me another driver to take me home.The ProCare customer service representative gave me some descriptive information about the driver and their vehicle so that I can identify the driver when they arrive on the scene. I forget the name of the driver, but I know that was a female driver. I forget the exact description of the vehicle that was provided to me, but I recall the last four digits of the GA license plate exactly as being "9879". The ProCare customer service rep informed me that this female driver they were providing me was associated with Lyft, I told them that I didn't mind because I just needed transportation to get back to my house. First of all, when this female driver finally arrived at the location to pick me up, she sat in her car for more than ten minutes and NEVER picked up her phone to either text or call me to let me know that she was outside waiting for me. I was waiting inside thebuilding for this driver; I was not waiting for her outside, therefore I had no known knowledge that she had been waiting.It is always common practice for the driver to call and/or text to let the customer know that they have arrived to pick them up as soon as they get there. They don't wait for several minutes before making that contact. Secondly, when she finally decided to make thatcall, I was just astonished of how blatantly disrespectful she was to me. At exactly 4:44 pm, I received a call comingfrom an Illinois number**************; when I picked up the phone, all I heard was this voice screaming and shouting at me by saying "Are you going to come out?!". It took me a second to compose myself and realize that I was being yelled out by someone that I didn't even know who was possibly this driver sent to me by ProCare. I responded by asking her to identify herself in order to ensure that I was actually speaking to the driver. Before I can even finish my sentence, I heard a click and when I went outside, I didn't see anyone out there waitinganymore. Then I realized that this person not only disrespected me, but she also drove off and left me simply because I asked her to identify herself.I contacted ProCare immediately and informed them what had just transpired with that driver and told them that I would be filing a complaint against that driver as soon as I get home. But in the meantime, I informed the company that I needed them to send me another driver to take me home now that this female driver had just left the premises. As soon as I arrived home, I called ProCare to file the complaint and requested the name of the driver in order that I can file a complaint with Lyft as well, since that driver was identified by ProCare as a Lyft driver. I was told that they would call me back with the information; I waited and that did not happen. I called ProCare again on Tuesday (4/30) to follow up regarding the driver's information as well as to ascertainthat the company had actually documented my complaint. They verified that the complaint was documented but they could not provide me with the driver's information. Since I was not satisfiedwith their response, I requested to speak to a supervisor and I was told that one was not available at the moment. I informed the customer representative that she had until tomorrow to have someone get back to me.So here we are and 3 days later, I am still waiting to speak to someone about this awful experience. I am extremely upset by this experience and I am attributing this incident at the foot of ProCare since this was a driver the company sent to pick me up. That driver should not be working with any company because her conduct was sounprofessional. What kind of driver yelled and disrespect a customer for no reason and then leave them without justification? I understand that ProCare prides itself by boasting about providing transportation services that will exceed the customer's expectations. That ********************** provided to me was not even close. The fact of the matter is that if as a company you are going to hold yourself to such high standards, then it is your duty to ensure that the any driveryou are sending out to your customers are aligned with your mission statement that should set you apart from the competition. Don't send disrespectful and unprofessional drivers to verbally abuse your customers and leave them stranded. Had this incident occurred late at night, I could have been placed in a very precarious position.I am reaching out for your assistance to help me resolve this matter. Thank you in advance for your assistance in this matter.

  Business response

  06/21/2024

  To date,ProCare has provided 30 transportation services to the customer, successfully and safely taking her to and from her appointments.
  
  Normally, we schedule the customers preferred driver, who is a driver in ProCares provider network, but her preferred driver was not available on 4/29/2024, so we scheduled with the rideshare provider.
  
  ProCares network driver processes and rideshare driver processes are a little different.  A ProCare network driver may call the customer and advise that they are outside waiting, and they are required to wait a certain amount of time at the pickup location before they can be released by ProCare as a customer no-show.
  
  With a rideshare provider, to ensure that the customer is aware of the drivers details, location, and arrival, the customer receives a link that allows them to track the driver so that the customer can be outside for pickup when the driver arrives. Rideshare drivers are not able to stay on location and wait long for customers. If the customer is not outside for pick-up, the rideshare driver can release the ride.
  
  On 4/29, the driver waited for about 10 minutes after arriving at the pickup before releasing the ride. Once the customer reported the issue with the driver to ProCare, we apologized for the situation and promptly sent a different driver to complete services for her.
  
  When the customer called later for the initial drivers information and an update, our representative verified that her complaint was documented on her file. Our representative offered to have someone obtain the requested driver information,as that representative did not have access to the rideshare portal to see more than what was on her file, but the customer did not want to wait and asked for a call back. We regret that a follow-up call was not provided to the customer.
  
  The initial drivers behavior was reported to our rideshare provider for them to take the appropriate and necessary actions with their driver.  Due to the customers experience, ********************** removed this provider as an option to transport the customer in the future.
  
  Since then,the customers preferred driver has been covering her transportation services,and when her preferred driver was not available, another ProCare network driver has been scheduled.
  
  We apologize for the customers experience with the initial driver on 4/29, and we are glad that weve been able to continue providing transportation services for her to date.
  
  Thank you.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ProCare, transportation, and language services out of *****, ******* is by far the worst company Ive ever had to deal with. Unfortunately I have no option. Im having to deal with them through Workmens Comp.. the drivers that they assigned to me are phenomenal. They are awesome. But ProCare services as a company is garbage. They should be shut down. They dont pay their employees right. Lack of communication within the company. I have talked to supervisor after supervisor and it does no good. I feel like Im talking to a three-year-old. You spend your whole day talking to these people for nothing. They cant get things right. If you do not want me to write my congressman then I need to talk to the *** of the company. Because obviously talking to his peons is getting me nowhere. The entire management team needs to be fired. As well as some staff members. They do not need to be allowed to operate in the **************** anymore. Consumer beware!!!!!!

  Business response

  12/16/2023

  20970458
  
  
  PROCARE RESPONSE:
  
  Please note that the Vice President of our organization has contacted the customer a few times to address his concerns, but we have not heard back.
  
  ProCare arranges transportation and language services that are authorized by our clients for their workers compensation claimants.
  
   We can only set up transportation services that the client authorizes.
  ProCare schedules and confirms the authorized services with a transportation company in our provider network, to ensure that the services proceed as the client requests. To facilitate this, we do communicate with our client, the claimant, and with our provider that we schedule to transport the claimant.
  Due to privacy concerns, we are unable to provide specific details of this claimants services on this public platform. The claimant acknowledges that the drivers weve scheduled for his services have been phenomenal.
  
  
  Regarding the concern of how ProCare pays its employees:
  
   Please note that the drivers that transport clients are not employees of ProCare.
  The drivers are employed by the transportation companies, who are Independent Contractors in ProCares provider network.
  ProCare pays its Independent Contractor Providers per contractual agreement, in line with the national standard for payment of contract services.
  It is up to the Providers how they pay their drivers/employees.
  
  Regarding the calls with our Management Team:
  
  The claimant wanted ProCare to have no contact with him regarding his future services, so that he could directly schedule services with a particular driver whenever he wanted.
  Our Management Team spoke with the claimant and explained that our client requested ProCare schedule his services, and for authorized services only, so ProCare must have some involvement in the scheduling.
  Our Management Team explained that our client requires us to conduct service touchpoints with their claimants, our providers, and with facilities, so some calls or written confirmations must be done by ProCare.
  To accommodate what we could of the claimants request - while still completing the touchpoints that our client requires - we updated our records to schedule all the claimants future services with the transportation company that he prefers.
  Also, to minimize the number of confirmation calls, we updated our records to reflect the preferred method of communication via text message.
  
  
  Thank you.
  

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