ComplaintsforMedical Answering Services LLC

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been unable to schedule medical appointments over the phone 3 days before the appointment as required by MAS because there are no representatives available. So I have been denied service. Why? I have actively been calling for a week and been on hold for upwards of 2+ hours only for the call to be disconnected also I cannot schedule transportation via the medanswering.com website. I need rectification, remuneration, and an apology for this denial of services.

  Business response

  10/10/2022

  We will follow up with this enrollee to confirm the number she is dialing. As well as advise her of the options she has to create a trip via the MAS portal. 

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  That's why I'm paying for them to pick me up and drop me off I give them the appointments ahead of time and no one can sing to comprehend English I don't speak no other language what what everybody in this country needs to be speaking so why every time I'm here to set up a ride you let me get I'm getting up five 6 in the morning I'm tired I'm in pain I cannot have to be at once I'm about to be in the bed I cannot sit here and go back and forth arguing with Daniela with Stephanie wood Norma with Kristen and whoever else ****** idiots they have working for this company will you don't even listen to what I'm saying and this is life-or-death right now you do the same thing for my surgery and had to come out my pocket personally to get there and get back I had to pay the person that for gas to and getting on top of that you haven't read reimburse me for nothing this time it's been going on for a long while and it's been cuz I had to literally walk to get there because they're not picking me up why I have to sit here and wait for hours and hours and hours or days I cannot do that so what the *** is going on and I'm not going to sit here and keep doing it even when you call it take 10,000 hours just to get a ****** phone call this is ridiculous I'm not doing this no more so you better get it back together or not give you all the money out and pay for it and I'll figure it out on my own

  Business response

  01/27/2022

  We will reach out to this enrollee to get more detail. She doesn't specify the date of services that she had to pay out of pocket . We are able to see trips that were scheduled for Ms. ****** that appears to have taking place based on the Transportation Provider confirming they transported her. Excluding one date this month January 14, 2022.  The Transportation Provider attested to the transportation request(invoice) as a no show. Based on the detail provided and the scheduled transports on this enrollees account. We are unable to determine that there was a prior approved transport that did not occur. All scheduled trips have been attested to by the Transportation Provider since December. We look forward to resolving this matter.   

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a appointment today and that didn't set up a ride for me to get my appointment this is not a first time they did this this is the 4th time

  Business response

  01/18/2022

  There was an attempt to touch base with the enrollee to determine why the trip that was not scheduled. A message was left for the enrollee. We do have a 3 day notice for transportation requests unless:

  Sick Visit
  Trips to Urgent Care/ER
  Requests to Life Sustaining (i.e. Chemotherapy, Dialysis)
  Provider Request

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is against mas which I believe stands for medical answering services that is the private company that handles non-emergency medical transportation for New York State. I have requested an opt-out through them since November 15th I was told it would take between 10 and 14 business days to complete this it's now December 18th and I've had no movement on it I've asked to talk to managers or supervisors I've been told that I've received a phone call back I never received any phone calls from them I've emailed them repeatedly no returned emails they treat me like a second class citizen because I'm an addict and they feel like I don't apparently deserve the transportation that non addicts receive I feel like it's been incredibly discriminatory against me and my fiance. We have a 3-hour round trip to the methadone clinic in Buffalo New York and we require a required to ride with a certain company until our opt-out goes through we opted out for a company that we've used in the past they provide safe transportation they don't they don't speed they don't drive recklessly which is a requirement for both of us we've been in some terrible accidents in the past and have PTSD from it they also talk on the phone or texting or talking or not really paying attention to where they're going and they refuse to stop to allow us to use the restroom or anything of the sort and I feel like they're preventing us from our opt-out going through. Trying to resolve this matter through mas has been virtually impossible mas has been subcontracted through New York state to handle all the non-emergency medical transportation issues and services so there is no other opportunity to go to anyone else to try and resolve the issue it has to be through mas and they hang up on us they refuse to allow us to talk to any kind of manager or supervisor which is left us in a position where we can't do anything to get the situation sorted out. It's extremely frustrating because nobody will help us

  Business response

  12/28/2021

  Our Compliance and Quality Assurance department is looking into this and following up with the complainant/enrollee. We are here to prevent the transportation barriers to healthcare. We never want anyone who is need of transportation services to feel as if there needs not being met isn't important to us or that they are not important to M.A.S.  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I do not know what kind of service is this. I have miss appt due to them not picking up the phone. I cannot reach a live customer service .what are they doing and where the hell are they??? And one call me back late in the night where I miss the call. I cannot update my new information on the automatic so call service. This is really like living in the last ending day! I need transportation to a new location!!! I need to see a new doctor. No one picks up!!

  Business response

  10/28/2021

  We will follow up with enrollee to assist with securing transportation and make sure she has the correct number to reach our Contact Center. We also have the option for the trip created via the web and the automated phone system via **** 

• Initial Complaint

  09/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I cannot open my account with MAS Answering Services. I have never been able to open this account. I have been back and forth with this company for 4 years now and they still will not fix the problem. All I want is to have access to my account so I can schedule my own medical trips. All I ever get from the help desk is a code to reset password. I have done this about 10 times and I still can't not get into my account. I just want this fixed.

  Business response

  09/27/2021

  Someone from our Compliance and Quality Assurance Department will follow up with this enrollee. 

  Customer response

  09/29/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
   
  
  
  
  
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My account with MAS Transportation has been blocked. I have this account since 2018. My account has 7 household members which use transportation to go to medical appointments. In June 2020 they blocked all my online access to book A Trip portal for all members. THen i called them to find out why is that so they open 4 members to have access to book online trips. Then after a while they blocked again my all four childrens online access to booka a trip. Then i spoke to them about this issue they told me some people misuse this and thats why they blocked my account. My kids have special needs and they have physical therapy twice a week with that other specialist appointments to the doctor clinics and hospital. So i asked them to check my trips summary and check according to that with clinics and hospitals that would prove that i am not misusing these trips. They were unable to satisfy my concerns and told me that there is no one is able to help me in this matter. Please help me to find ou

  Business response

  09/23/2021

  This enrollee is not blocked however she does need an updated 2015 form. The form she had expired on 06/22/2021. We will follow up with Ms. ***** and advise her what is necessary for her to resume receiving Medical Transportation. 

  Customer response

  09/28/2021

  The company has not communicated with me. On the other hand I tried to call them and they never pick up the call. I can not be holding for 30 mins everyone I am trying to reach them to resolve any of my issue.

  Business response

  10/05/2021

  The Director, Medicaid Policy and Compliance followed up with an email to the enrollee on the same day that she rejected M.A.S response. 

*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. ↩