ComplaintsforModivCare
Transportation
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Not showing up consistently for disabled patient for medical appointments.Business response
09/24/2024
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.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company is cancelling rides to and from appointments sometimes cancelling only the return trip leaving me stranded without phone service as a victim of violence with disabilities after office closes. This has caused me anxiety, stress, cancelled appointments, removal from providers due to less than 24 hours notice of cancelled ride with no reason for not allowing the trip or cancelling prior to appointments without knowledge of this. Rude incompetent staff, appoint 3rd party companies that are not safe drivers, my hippa has been violated several times by additional riders knowing where I reside , my name, and where my appointment is! Have had drivers almost cause accidents, I have been in car accidents so this is completely triggering for my anxiety, and complex PTSD. Have had drivers vehicle smell of cigarettes, stinky dogs, or dogs brought along, no milage reimbursement. Have had drivers that were not supposed to pick me back up do so by obtaining personal information like telephone number, then the next driver shows up only for me to be gone, with another driver that could have been possibly trying to kidnap me for human or *** trafficking purposes especially when they are foreign, with a work ***** Have been hit on by these drivers from company's comments have been said about my b****** I had a driver say that my neighbors were looking funny at him because he was a black man in a mixed neighborhood. Then same driver said I must have a lot of men pull up to give me a ride suggesting I am some kind of floozy. I have been stranded for hours to the point and employee from my physician office had to take me home on their lunch because my will call ride kept being cancelled. Appointments missed from late driver or cancelling trips for no reason whatsoever! This is dangerous for women, this is dangerous for the elderly and those with disabilities like myself! This company needs to be held liable before the state of ******** is sued! Class action suit!Business response
09/24/2024
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
09/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I needed a ride to a health care facility and had scheduled over a week in advance. Three days before the appointment was rescheduled for an earlier time and there was no way to reschedule the requested ride. I canceled the ride and requested a new one. I contacted customer service and messaged customer service they refused to make any accommodations and said that i had already used a courtesy ride 6 months ago and you only get one a year. Then said have your health care facility call and schedule the ride and explain why its urgent and then left the chat. Why is 3 days in advance even two days not a reasonable amount of time in advance to request a ride or a new one and why couldnt they accommodate. Missed appointments are charged to me for $200Business response
09/24/2024
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 concerns, we have determined that the health plan mandates ********** day notice to request transportation. As this is a policy concern, Modivcare encourages the complainant contact their health insurance provider directly to express their concerns.Initial Complaint
09/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am a relatively new registered customer with **********************. My beginning with Modivcare was very problematic with multiple attempts to program a request for transportation failing because the website page for filing requests would not permit me to make a request for a return ride. I abandoned that webpage to try the chat, but even the chat was not error-free. I would have to call in to book rides, but when I did that, I would receive text messages about rides with the pickup address and the drop off address backwards time after time. As a result, rides would come to pick me up at a wrong address and I had to haggle with an agent online. The absolute worst was when I went for cardiology tests, and when I called to get a ride home, I was told that I was not insured for transportation and had been ineligible since the beginning of the year -- when my insurance policy only began offering me rides on August 1, 2024! I ended up giving up and calling ***************** to have them connect me with an agent instead! Now the Modivcare mobile app is not recognizing my password, is telling me to reset it, only for me to see that even it isn't being accepted, both on the mobile app and on the website! What am I supposed to do? The technical failings are not my fault, but I am the one who is suffering!Business response
09/24/2024
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 concerns, we have reached out and are awaiting a response from the complainant.Initial Complaint
09/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
The date is January 16, 2023, The amount is $25.94. transportation to a doctors office for my granddaughter were told if I paid out of pocket they will reimburse me as you can see. Its been over a year with me continuously every week of the month calling them , them telling me its gonna be escalated. I keep getting different people , have to go through the same ordeal as far as giving them the information, the reason why but yet I keep getting answers saying its going to be escalation and someone will get back in touch with you. No one never get back in touch with me and again I constantly kept calling them ,as of 9/6/24 no one has, recently I wrote a letter to corporate office someone did contact me said that it would be investigated and someone will be back in touch with me. This was last month on the 22nd and as you can see, its a new month and I again I keep calling and keep getting the same runaround . The company is supposed to reimburse me my out-of-pocket if I had to pay for my ride to the doctors office ,and they have not tried to resolve this. They keep giving me the runaround saying that they will contact me back. No one has .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
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On behalf of ******************************* ***************************************** POA I am her daughter I make sure she gets to and from her Oncology Appts. I go thru Modivcare NJ ************* Once a month sometimes twice. They have several transportation services that they go through one of them is called M&M Transportation I have complained on several occasions about my Mom missing her treatments because they are late or running behind and I have even canceled her appointments because Modivcare cannot change who was assigned to her. I have complained and filed complaints dating back to 09/20/23 trip #***** complaint #******* 11/22/23 trip#***** trip was canceled due to them being hours late 07/31/24 trip#***** they were late picking my mom up and bringing her back home complaint filed #******** 8/28/24 spoke to Supervisor ***** from ** trip#***** and was told M&M was assigned to the trip ***** scheduled for 8/29/24 so I canceled the trip I explain for the umpteenth time that my Mom is 83 years old and why she has to wait almost 2hrs to get home and is always late. I'm not understanding why she is always late for appointments let alone missing them because of M&M Transportation ***** said nothing could be done until there are enough complaints even though its noted in her files patient does not want M&M TRANSPORTATION. I dont know how to get my point across and this is unjust that nothing can be done about this.************************************Business response
09/19/2024
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 and all concerns have been addressed.Customer response
09/19/2024
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
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I go to dialysis 3 times per week. For many months ModivCare assigned me to **** Health as my transportation provider - and service was excellent. Then in early August ModivCare suddenly cancelled all of my upcoming trips with **** Health and assigned all of my trips to ************************ Service with Ride Safe transport is very spotty - they are often late. I had to spend a total of $54.53 of my own money for **** rides thus far in August because ****************** was so late in picking me up. ($16.91 on 08/20/24, $11.59 on 08/17/24, $13.82 on 08/10/24 and $12.21 on 08/10/24). I would like to be reimbursed for those rides - as well I would like my transportation provider switched back to **** Health. I have a complaint against ModivCare through my ************************** (Humana) and several directly with ModivCare - however ModivCare has failed to respond.Business response
09/11/2024
Modivcare has reviewed the provided feedback and found transportation discrepancies between August 2024 - September 2024, the root cause has been identified and corrected. Additionally, Modivcare approved and provided **************** with payment information regarding the out of pocket expenses incurred on 8/10, 8/17 and 8/20. Modivcare always welcomes any feedback members have on their experience and look forward to continually improving our service experience.Customer response
09/11/2024
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
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I drive myself to the ******************** and I have had more problems beginning with LogistiCare and Now Modivcare they are by far the worse company I have ever dealt with. My car broke down on July 21, I called Modivcare and used their ride service but they have stated my appointment was cancelled on July 25, 2024 and I spoke to a representative and I told her this was not true I drove to the clinic that day as I do every week that day and I turned in my trip number along with 6 other trip numbers *** Modivcare is refusing to pay me for July ******************************************************************************************* allot of ***** for that day so I strongly suggest they pay me what they owe me ASAP! Every Trip Log that is turned in to Modivcare is signed by either the clinical supervisor or One of the staff at the ********************. This trip log is no different! I will upload a photo of the trip log that has July 25th on it. Pay me my money or be prepared to go to court!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.Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Modivcare won't send me my check for my mileage reimbursement formBusiness response
09/17/2024
Modivcare has reached out to the complainant to address the matter.Initial Complaint
08/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I scheduled an appointment for August 8, 2024, one month prior for a surgery appointment in *******. The driver never appeared. I then was left no choice but to drive myself to the appointment to be told that my surgery was cancelled because I had to leave my car in ******* for 3 weeks. Since I live alone in *********** and do not have a caretaker, I couldn't afford to leave my car in ******* for three weeks. The discussion between me and my doctors became an argument that caused me emotional and physical distress that I was escorted out by security from the hospital. Due to modivcare irresponsible drivers and bad transportation Management, I am out $125 for pet boarding, $350 for pet sitting, $125 for hotel in ATL (I have cancer and due to the distress at the hospital that my surgery was cancelled due to modivcare's Fault, i had a panic attack and became very sick with body pain and couldn't drive back myself the same day); $60 for gas and $60 for car maintenance, $30 for meals. I want a refund of all costs incurred relying on this company to drive me to the hospital. I also confirmed with Modivcare 2 days prior to my appointment that the driver will call me. I never got a call. When I called Modivcare on August 8 asking why the driver didn't appear, they put me on a long wait and when they verified my phone number, the information they had on file was wrong. They had my right address but wrong number. I clearly verified my phone number prior to pickup, and they had the right number then. I believe they were trying to cover up their mistake by blaming me for the wrong number. I will never call them again. If I don't receive a refund from this company, I will file a lawsuit against them claiming negligence and emotional distress on their part. This company is playing with people's lives and should not be in business.
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Customer Complaints Summary
442 total complaints in the last 3 years.
108 complaints closed in the last 12 months.