Complaints

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

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  Medical Transportation Inc

  16 Hawk Ridge Cir Lake St Louis, MO 63367

• 

  Medical Transportation Inc

  7600 N 15th St Ste 110 Phoenix, AZ 85020-4330

• 

  Veyo LLC

  4600 W Camelback Rd Glendale, AZ 85301-7609

• 

  MTM

  5117 W. Terrace, Suite 400 Madison, WI 53718

• 

  Medical Transportation Inc

  16 Hawk Ridge Dr # 120 Lake Saint Louis, MO 63367-1861

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:03/31/2025

  Type:Customer Service 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 am currently out of state withh my daughter, ***** ********* for her cancer treatment. We were receiving lodging because we are hours away from home. We first experienced trouble when the hotel was unable to have us syay for more than 28 nights due to California Law. I had a family member drive down to ********* to put a room under their name , otherwise we would have slept in the car. I called on Tuesday, March 25th to extend our lodging. It was not done. I called again on Friday, March 28th for an itinerary. The itinerary was processed, but the hotel didnt receive payment. I paid aeveral hundred dollars to stay over the weekend. Today is Monday, March 31st, and the hotel still has not received payment. I used the last of my money to pay for tonight , but dont have money to pay for the rest of my daughters cancer treatment. This companys negligence has left me stranded , out of state hours away from home with my disabled daughter. I have no more money for food or to get home. My daughter needs electricity for her feeding tube and her medication requires refrigeration. This has caused extreme stress for me and my daughters and will be filing a complaint with the BBB as well as any other governing agency for this complete disregard for our safety.

  Business Response

  Date: 04/01/2025

  MTM is in receipt of the complainant's BBB complaint, plus a complaint they filed directly with MTM. Our Quality team is currently investigating and will reach out to the complaint directly to resolve their concerns. Thank you.

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 have a trip from my son from 11/24-11/26/24 that needs attention. The trip is for ***** *****. It has the wrong driver/ payee and it needs to be changed to where it is not my name, but my mothers. She was his driver and it was entered into the system incorrectly so the payments department will not pay this trip. I need help urgently please. I have sent in the form multiple times and just now had a *** tell me that the issue is the driver. The payment is around $389.

• Initial Complaint

  Date:03/05/2025

  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.

  About **** ago I had to cancel a ride with MTM. I went into the app, I cancelled and clicked the button, I thought everything was good. No where did it say scroll down through 3 blank pages and submit again. I was locked out of the app, when I call in Everytime it tells me my information doesn't match there records and I must jump through hoops to get through to someone to book reimbursement for trips and submit paper logs which means instead of getting paid in 5 days it can take up to 30 days for reimbursement. I get life saving shots every 2 weeks. Without reimbursement I cannot get my shots every 2 weeks. I have had to cancel my shots 5 times in the last several months due to not being able to afford the trip since I do not get reimbursement in a timely manner. In December of 2024 MTM told my Meridian caseworker that my case was under corporate review and I needed education on the app and would take about a week. My caseworker informed them I was well aware of how the app worked now. It is now March of 2025 and nothing, no way to call and speak to anyone at corporate or even supervisors at MTM. Furthermore, when my Meridian caseworker called MTM last week all they would tell her is some people never regain access to the app. Mtm is endangering my life because I didn't hit a button. They offer no recourse or explanation. This is an intenable situation. I had tried and failed several times to secure rides from them also and only ever received 1, so I went totally reimbursement thinking that would solve the issue. ****. As of now I submitted my last trip log on 2/17/25 and although I called today and was told I they processed those logs and I should have been paid, I have received nothing and have had to cancel another series of shots ensuring I will be very ill and possibly have a life threatening reaction. I need some help

  Business Response

  Date: 03/05/2025

  We appreciate the complainant reaching out with their concerns. Unfortunately, this individuals health plan does not allow ********************** to accept complaints on behalf of its transportation program. The complainant will need to submit a complaint directly with their health plan. Their health plan will then work with ********************** to investigate and resolve the concern. We look forward to working with the complainant to improve their transportation experience.

• Initial Complaint

  Date:02/05/2025

  Type:Order 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.

  ******* ********, #******** MOHealthCare#, was provided round-trip transportation by ** ******, to dental appointment at Mettingly, *****, Samples Dental Group, ********************************** on 11/22/24. Mr. ****** obtained required signatures verifying that Mr ****** did provide the transportation to dental appointment. MTM refuses to pay trip transportation reimbursement, stating that appointment was on 11/23/24. MTM database has inaccurate appointment date. There was only one dental appointment on 11/22/24, verified by valid ************* Signature. ** ****** should be reimbursed trip mileage for dental appointment, 11/22/24.

  Business Response

  Date: 02/10/2025

  MTM thanks the complainant for reaching out to us regarding their transportation concerns. Our Quality Operations team is currently investigating this case, and will reach out to the complainant directly to discuss their concerns further. Thank you.
  

  Customer Answer

  Date: 02/21/2025

  There has been no attempt by MTM to contact the complainant to resolve the requested reimbursement. The number I can be reached by is ************.  Unresolved.  ***** ******, Administrator

• Initial Complaint

  Date:01/09/2025

  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.

  I can't log into the MTM customer portal to view or edit trips because apparently my account (according to a representative) is under a random corporate review. I was also told twice that there is no resolution timeline that I've been given, only that I'll be contacted when it's finished. This is extremely problematic as I can't see any trips or which transportation providers I'll have for my trips. I need to have a date as to when this will be completed and why I was randomly selected for this.

  Business Response

  Date: 01/15/2025

  MTM thanks the complainant for reaching out to us regarding their transportation concerns. Our Quality Operations team is currently investigating this case, and will reach out to the complainant directly to discuss their concerns further. Thank you.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I do wish they gave a time frame though of when it will be resolved and if I don't hear from them in a timely manner, I'll be contacting Legal Aid of RI as I need online access to my MTM account. 
   
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/02/2025

  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.

  I receive gas mileage reimbursement for transporting my children to and from doctor appointments. I submitted their form filled out the information correctly with myself listed as the payee. They are sending payments to other debit cards not mine and I can't seem to reach someone who can correct this issue and deposit the funds into my account.This issue applies to multiple accounts and documents.

  Business Response

  Date: 01/06/2025

  MTM thanks the complainant for reaching out, and apologizes that their gas mileage reimbursement funds were mistakenly loaded to the incorrect card. Our Claims team has rectified this, and the funds are now available on the complainant's correct reimbursement card. Thank you again for allowing us to correct this matter for you. 

• Initial Complaint

  Date:12/10/2024

  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.

  My name is ***** *******. I am the driver for both my son, **** *******, and daughter, ****** *******, to and from out of town medical appointments. MTM is contracted by *************** Health Plan to pay mileage for out of town appointments. However, I have sent numerous Trip Submission Forms since August in an attempt to be paid for mileage and MTM has not paid for any of the trips. I have sent all information requested including current and valid drivers license, insurance, and registration including sending each form multiple times as requested. At one point I was told that multiple claims were paid on October 2. I called them multiple times to inform them that I never received compensation. Finally, on November 26 a representative spoke with a supervisor and told me that a card would be mailed with the funds loaded on it and I would receive it in ******************************************************************************************************************** a couple days to see if they had more information. I am growing very frustrated with this company since I have not been paid. Any help your office can provide would be much appreciated.

  Business Response

  Date: 12/11/2024

  MTM thanks the complainant for reaching out with their concerns. While MTM is concerned about the unsatisfying experience, their health plan would like to hear directly from the complainant regarding their concerns first. Please call the number below to file a formal complaint with the health plan:
   Star Members: ************
   Star Kids Members: ************
  
  Once the complainant files a complaint with their health plan, the health plan will work with ********************** to resolve the concern. Thank you. 
  

• Initial Complaint

  Date:11/27/2024

  Type:Billing 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.

  There is a company in your jurisdiction called H333635343731343133**H. They are responsible for paying mileage for out of town H323536**333430323137H visits under Texas Children&#**;s Health Plan. My son, **** *******, has had several doctor&#**;s appointments in the ******/Ft. Worth area that we have not gotten paid for. These visits date back to August. I am sending your office some of the correspondence we have received to better illustrate the problem. If you notice on some of the correspondence it says that we have 30 days to appeal a denial and they have 10 days to inform us of their decision. However, a denial for a visit on 9/27 was mailed on 11/14. They resent the same notification. The request for the November 4 visit was denied because we were not eligible for meals and lodging when we never requested meals and lodging, we requested mileage reimbursement. There are several more doctor visits that we have not been paid for and we would appreciate it if you could contact the business and let them know they need to pay us. We would greatly appreciate your help on this matter.

  Business Response

  Date: 12/05/2024

  We appreciate the complainant reaching out with their concerns. Unfortunately, this individuals health plan does not allow ********************** to accept complaints on behalf of its transportation program. The complainant will need to submit a complaint directly with their health plan. Their health plan will then work with ********************** to investigate and resolve the concern. We look forward to working with the complainant to improve their transportation experience.

  Customer Answer

  Date: 01/15/2025

  I reject the business response concerning complaint 22613621.  Although I have made complaints on MTM through the Texas Children's Health Plan to no avail, ********************** clearly states on their paperwork that "MTM **** is responsible for managing Texas Children's Health Plan non-emergency **********************."  Since MTM is responsible for managing medical transportation, and MTM denied me, then MTM gets the complaint.  In addition to the previous paperwork I am also sending additional paperwork that appears to be receipts for when we supposedly got paid.  Both receipts indicate that we were paid for ***** miles, but one receipt says we got paid for $187.16, and the other receipt says we were paid $93.33.  It would appear on the first receipt that MTM is claiming we were paid for 2 trips, but they don't provide dates so I am unsure for what exactly they claim they are paying for.  Also, these were the only two pages I was provided in this email so I am unclear as to where the $93.83 figure came from. When considering the factors of this sheet it appears that MTM may be telling us that they paid us $93.83 for one ***** mile trip and $93.33 for another ***** mile trip.  There are no consistencies with any of the paperwork MTM has provided me with.  Please recontact them and tell them I still need to be paid. 

  Business Response

  Date: 01/27/2025

  We understand the complainant's concern, but as stated in the previous response, their health plan does not allow us to resolve complaints on its behalf. They will need to contact their health plan to file a formal complaint and initiate the investigation process. Thank you.

• Initial Complaint

  Date:11/26/2024

  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.

  On July 10th, 2024 I was prescheduled to get a ride to my foot doctor. MTM Transportation from my insurance uses Lyft and the Lyft was late in picking me up. Then when I was to go home {which is 19 miles away} I tried for about 3 hours calling MTM for a ride home. They couldn't find a driver, so I had to call a taxi to go home and it cost $84.24. After reviewing the situation for 30 days they made their decision to reimburse me the full amount of $83 dollars and some cents. When I made a grievance with them on July 10th I thought the taxi fare was 83 something, but when I got the taxi receipt it was $84.24. So, I got an approval letter in August of 2024 and have been calling the MTM since and there is no progress to get my refund is what I believe. It is taking too long. I sent the the proper papers they wanted, such as the taxi receipt and I had to send the papers twice, because the first time I sent them they gave me the wrong address and never got them. Everything was prescheduled for my medical appointment and they took me there {although they were 30 minutes late in going to} and didn't take me back home. I have 12 free rides under my ******************* I'd like my refund.

  Business Response

  Date: 11/27/2024

  Thank you for sharing your experience. Your complaint has been adjudicated, and a resolution has been determined. Your health plan has access to this resolution and is designated to provide the final decision. Please reach out to your health plan regarding the status of your complaint and for further steps to obtain your reimbursement. They will be able to provide you with the most accurate and up-to-date information. If you have any other questions or need further assistance, feel free to ask.

• Initial Complaint

  Date:11/15/2024

  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.

  I have been using Missouri mtm medical transportation for the last 2 years/! It's has gotten to be a big problem with them not picking me up after I have made reservations! (3) Days in advance! They will tell me that they are sending me a ***** Lyft to pick me up for my medical appointment and to call back when finished but when I do the operator will tell me that she sees no were in my account that I was even picked up ( I have had to walk home after they done this about 10 times! I have made complaints so many times and again nothing has ever been done! Or when I call for reservations on the day that iam supposed to be picked up no one even comes to pick me up! I'm passed sick and tired of this! I'm a severe heart patient and COPD patient with 24/7 oxygen dependent! Someone has to do something!

  Business Response

  Date: 11/19/2024

  We appreciate the complainant reaching out with their concerns. Unfortunately, this individuals health plan does not allow ********************** to accept complaints on behalf of its transportation program. The complainant will need to submit a complaint directly with their health plan by calling **************. Their health plan will then work with ********************** to investigate and resolve the concern. We look forward to working with the complainant and their health plan to improve their ********************** experience.