Complaints

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:02/06/2024

  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.

  My mother *********************** is 94 and lives in a retirement home in ****** **.I am her daughter. My permanent home is in ** but I spend about half the year in ** supporting my mom.I am writing on behalf of my mother about deceptive trade practice on the part of Integrity Medical Transport, ************************************************************. Last May my mother fell and broke her knee. She required a medical transport van to take her from her retirement home to her granddaughter's wedding. She booked a van through Integrity Medial Transport for Sunday May 7, 2023, to transport her at 5pm from ******************, *****************************************************************************, to the ********************, **********************************************************. She used her Citicard to reserve the van for $583.80. The van did not arrive. I waited with my mother for 25 minutes at the retirement home, during which we called the company numerous timeswe were told the van was either on the way or had already arrived. But there was no van.At 5:25pm, my mother squeezed into the back seat of her car, and I drove her myself to the wedding. I subsequently called Integrity Medial and was assured they would not charge us for the ridebut in fact they did. The $583.80 charge went through on her card. The company has refused to refund my mother for a service they did not provide.My mother appealed to ******** for a refund through their Dispute Resolution team. She provided signed testimony from ****************** staff attesting that the van never arrived. She provided phone logs ******** Wireless and ***** showing our numerous calls to the company on May 7, 2023, and other times.******** says it does not have the authority to refund the money. If the merchant provides a valid credit card transaction, the credit card company is obligated to side with the merchant.But this is deceptive trade practice. The company promised to provide a service that my mother paid for, which they did not provide.Can you help?Kindly, *******************

  Business Response

  Date: 02/06/2024

  Good morning, 

  Integrity Medical Transportaion was set to transport *********************** on Sunday, May 7, 2023, at 5:00PM. The address given at the time of booking was ******************************************************************************. The wheelchair van arrived at 4:50PM to ******************************************************************************, he was informed he's at the incorrect address. The receptionist and nurse directed the driver to the correct address, which was ************************************************************************. By the time the driver arrived at the correct address the daughter took it upon herself to take ***********************. Few things to consider, one being that this was booked for a Sunday and after hours which comes with a price increase which the daughter was made aware of from dispatch. On Sundays the company made special accommodations since *********************** was the only one on our schedule for this Sunday. Integrity Medical Transportation is not to blame for the miscommunication of the initial pickup address. 

  Thank you. 

  Customer Answer

  Date: 03/21/2024

  Here is my response:
  
  I dont know why the driver went to the wrong address, but this is a common occurrence at The **************. The two facilities, The Legacy Midtown Independent Living (************************************) and ****************** Skilled Nursing (************************************) are side by side, and pick **** deliveries, and visitors frequently mix them up and go to the wrong one. The distance between them is .01 miles. It takes under a minute to drive from one to the other. 
  
  We provided to the BBB a signed 10/9/23 letter from ******* *****, Receptionist and Security Guard at The Legacy Midtown Independent Living. Ms. ***** indicates that the van did not come to that location. "The van never did arrive, she writes. 
  
  We provided to the BBB mobile phone records from ****** ***** (AT&T) and myself, her daughter, **** *****, ******** Wireless). My mother and I were together on that day, my nieces wedding day, May 7, 2023. Here is an account of our calls on that day, taken from the phone records.
  
  **** ****** ******* Wireless phone records indicate the following:
  
  May 7, 9:07am (wedding day) **** ***** called Integrity Medical Transportation *************) to confirm that the ride would arrive at 5pm that afternoon; we were assured the driver would be there at 5pm
  May  7, 5:01pm While waiting in front of The Legacy Midtown Independent Living for the van to arrive, **** ***** called her nephew ******* ********* *************), who was already at the ********************, where the wedding would be taking place, to let him know that Integrity Medical Transportations van was not there.
  May 7, 5:09pm **** ***** called her brother, ***** ***** *************), who was also at the ********************, to let him know that Integrity Medical Transportations van still had not arrived.
  May 7, 5:11pm My son ***** ***** *************), from the ********************, called **** ***** back to ask whether the ride had arrived yet.
  May 7, 5:13pm **** ***** called Integrity Medical Transportation *************) again to ask where the ride was. She was told that the driver was on the way. 
  May 7, 5:13pm **** ***** called my son ***** ***** *************) again to report what the Integrity Medical Transportation said that the van was on the way.
  May 7, 5:22pm ***** ***** called back and instructed us to forget about the Integrity Medical van and find a way to get my mom into her car and bring her to the wedding that way.
  
   
  ****** ****** AT&T phone records *************) indicate the following:
   
  May 7, 5:21 ****** ***** called her grandson ******* ********* *************), who was waiting at the ********************, to let him know that Integrity Medical Transportation still had not arrived.
  May 7, 5:25 ******* ********* *************) called ****** ***** to make sure we were on the way and to ask what time we now expected to arrive, since the Integrity Medical Transportation van, which never arrived.
  
  All these calls are noted in the ******* Wireless and AT&T phone records we provided to the BBB.
   
  Note that The Legacy Midtown staff made other calls that afternoon on our behalf both to Integrity Medical Transportation, and to The Legacy Midtown Assisted Living reception desk. Those calls were made on the landline at the security desk inside The Legacy Midtown Independent Living. Unfortunately we do not have access to those phone records. 
  
  That is all the documentation I can provide to support this case. My hope is that you will re-open it and come to a different determination.
  
  Kindly, 
  **** *****
  

  
  

  Business Response

  Date: 03/21/2024

  When scheduling private-paying transportation, the dispatchers at Integrity Medical Transportation make it a point to advise that if we arrive, and the client has either decided not to go or found other means of transportation, we do not provide refunds. On 05/07/2023, our driver arrived at the provided address, which was incorrect. The clients daughter has confirmed that this is a common occurrence. Our driver was at the correct address for ~25min (approx. 17:00 17:26) and was finally made aware that the clients daughter had chosen to transport her via her personal vehicle. This is a non-refundable circumstance, as providing the incorrect information when scheduling the call was not the fault of Integrity Medical Transportation, and our driver did arrive to the correct address in a timely manner. We do have timestamped communication from our driver stating his arrival to the incorrect address at 16:55; the correct address is in fact .1mi away, which he was directed to immediately by the staff at the incorrect address. 
  
  The fact of the matter is- we staffed a transport van specifically to complete this transport, we arrived on time, the client was nowhere to be found, and it was at no fault of Integrity Medical Transportation that this client did not utilize the non-refundable service. 
  
  

  Customer Answer

  Date: 03/21/2024

  I am rejecting this response because the patient ****** ***** paid $583.80 for a service she did not receive. Taking a customer's credit card, running through a charge, taking the money, and then failing to provide the promised service is a clear case of deceptive trade practice.

  When my mother booked the service from Integrity Medical Transportation, she provided the correct address. She resides at The Legacy Midtown Independent Living, ************************************************************************************* 

  As previously mentioned, next door to the Independent Living at The ************** is a separate building for Skilled Nursing. Not infrequently does it happen that deliveries, pickups, and visitors don't pay close attention to the addresses listed on the buildings and wind up at the wrong place. The two buildings are only 0.1 mile apart, and it takes less than a minute to travel from one to another. If the van from Integrity Medical Transportation did arrive at 4:50pm, as the merchant states, and if the driver wound up in the wrong place, the driver should have rectified the error by simply driving over to Independent Living. The driver would have had plenty of time to go to the correct place. 

  But by 5:22pm the van had still not arrived at Independent Living. That fact is supported by the signed statement by ******* *****, the receptionist and security guard at Independent Living she clearly states that the van NEVER arrived. It is also supported by the extensive phone records that show that both ****** and **** ***** made repeated phone calls trying to locate the van, and then trying to come up with an alternate plan for getting ****** ***** to her granddaughter's wedding.

  At no point did a representative from Integrity Medical Transportation call either ****** or **** ***** on that day, even though they had our phone numbers. 

  As my phone records indicate, I did call Integrity Medical Transportation following the incident to make sure my mother would not be charged, and I was assured that she would not be. 

  At no point did any representative from Integrity Medical Transportation call either ****** ***** or **** ***** after the incident to express concern that the van drive was not able to make contact with ****** *****, the patient.

  It is unconscionable, unethical, and illegal to take a client's money and fail to deliver the promised services. For that reason ****** ***** is asking for a full refund of the $583.80. Thank you.

   

  Customer Answer

  Date: 03/21/2024

  Dear BBB,

  Thank you for your help with this unfortunate incident. 

  My mother made a good faith payment of $583.80 in advance for a service that she never received.

  The driver evidently went to the wrong address an understandable mistake but then made no attempt to locate the correct address. Had the driver made a simple phone call, or entered the Skilled Nursing facility to inquire about my mother's location, he would have been told he was in the wrong place, and instructed how to get to the Independent Living building.

  He could easily have picked up my mother with plenty of time to get to the wedding.

  Furthermore, the driver made no attempt to contact either my mother or me to ascertain our whereabouts and get to the correct address. We never got a call from the company that day.

  As explained, the address where he was supposed to show up is less than a minute from place he apparently showed up by mistake.  

  The driver was supposed to be at The Legacy Midtown Independent Living by 5pm. When he did not show up by 5:22, my mom found an alternate way to get to the wedding. (I stuffed her in the backseat, and she swung her leg with the broken kneecap over into the front seat.

  According to a signed statement by The Legacy Midtown staff, the van NEVER arrived at the Independent Living facility that day.

  Given the mistake, and the failure to deliver services, the merchant should have cancelled the credit card transaction and, ideally, called my mother to apologize. Neither of those things happened.

  My mother has requested a full refund, which the merchant has refused to provide.

  This merchant is clearly not operating in good faith and does not deserve a good rating from the BBB. Other potential customers should know that this business owner does not have an honorable reputation. 

  Many thanks for your assistance.

  ****

   

  Customer Answer

  Date: 03/31/2024

  Dear BBB,

  Please note the following:

  When my mother pre-paid $583.80 for the van service, she paid for transportation from her retirement to the wedding venue, and in addition, after the wedding, transportation back to her retirement home.

  As the phone records clearly show, the van service did not call or text my mother or myself at any point that day. They made no attempt to reach us. They did not call the retirement home. We never heard a word from them.

  After we had made our way to the wedding on our own, we thought the van service would get in touch to provide the return transportation from the wedding venue back to my mother's retirement home. But we never heard from the van service. They did not call or text, nor did they contact the wedding venue in an attempt to reach us.

  It wasn't just the transportation TO the wedding that Integrity Medical Transporation failed to deliver. It was also the transportation FROM the wedding back to my mother's home. They completely abandoned us on both legs of the journey.

  Thank you.

  Business Response

  Date: 05/20/2024

  Good afternoon, 

  Attached is the original booking request for ****** *****. 

  Please reach out with any other questions or concerns.

  Thank you, Integrity Medical Transportation LLC

• Initial Complaint

  Date:11/08/2022

  Type:Product 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.

  This company is very unprofessional. Their equipment is unreliable and the management team Callean and James are unprofessional. They have little to no regard to their employees or past employees. I am still waiting to be compensated for my last 2 weeks of work. I have messages of them threatening to not give me my check. Along with the lies that my check in fact has not been mailed. This companies ambulances break down in the middle of the road all the time, with pts in the car and without. My last week working there a pt was picked up and the truck broke down and the A/C was not working in the back of the ambulance, not to mention the trucks are not equipped properly so had an emergency happened who knows the detriments. I've had the breaks go out on me while I was driving and the CEO James asked if the truck could still be moved and if so drive it to ALLEN. We were in Dallas at the time. This company over works their workers one day and will calm them back in the next. They lack accountability and lie about raises. The reviews on Google about how good the service is, is based on the employees begging for reviews to get a raise. This company does not have an HR so if you have a problem you have to talk to the people you have a problem with creating a hostile work environment. However the hostility will be placed on you and they will play the victim. Their ambulances are not up to code. They have electrical issues and he does not get regular oil changes he just gets the oil "topped" off.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2022/11/09) */ Good Evening... ***** ****** is one of those employees you don't want to work for your business. When she first started, she was as sweet as pie. ***** volunteered for shifts, stayed over if needed until she received a write up and things went down from there. She started making major mistakes! This is a medical transportation company; we don't have any room for mistakes. We caught ***** on the Ambulance camera going way past the speed limit putting the patient in danger. She has left keys in the ignition overnight and locked them in the vehicle... causing the battery to die and we had to pay for the battery to be replaced. She never allowed the Ambulance to warm up before driving off. This ultimately messes up the vehicle when you don't follow directions driving a Diesel truck. She was reported in a hit and run in the company's vehicle while delivering a patient to dialysis. An employee gave a description of her from head to toe. Just like her, other employees neglect the Ambulance by leaving it unsanitary. Some never report issues with the vehicles at the end of their shift. She never does her pre and post checks which includes checking the vehicle for 02 before and after her shift. she did small neglectful things that could have put the patient in DANGER. After continuous warnings, *****, finally received her first write up. After that write up, everything went downhill. Her attitude went to 1000! She was extremely rude, caused tension in the workplace. The CEO asked for me to give her another chance and that she will change. She denied a transport while on shift!!! This is considered as patient neglect! She argued with me and yelled at dispatching saying that SHES NOT GOING TO TAKE THAT TRANSPORT. She was scheduled one day and came into the office and quit without warning. Left while on shift. no warning or care about the patients we had scheduled that day. ***** is a disgruntled employee... I mailed her check to her in order to avoid her chaotic behavior. Honestly, I don't feel safe around her. She threaded to come to the office on many occasions even after I informed her that she wasn't allowed back on the property and that her check will be mailed. Because of her hostile behavior, I didn't want to put anyone else in danger. I will upload screen shots of her belligerence. She talked to me and the CEO in a demeaning manner. Her behavior is unacceptable and hope no other employer have to experience what we did. Her check is mailed to her... and she probably has it by now. Consumer Response /* (2000, 7, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The write up the company has on file is inaccurate. The dates are wrong and the narrative is based on what the company THINKS happened. I have a copy myself and someone signed it for me. I have never neglected nor have I abandoned a patient that I made contact with. Like I stated before this company is fraudulent and I have proof of all of their fraudulent acts because they do everything through text message. I have never been written up by any of the companies I work for. Yes keys were left in the ambulance of the 2011 BUT The 2002 battery was already dead BECAUSE their ambulances are not up to code. I was not written up for the keys being left in the ambulance until I declined a transport AFTER I was off of my shift. This company over works and under pays their employees. ******* the woman who is writing the responses is lying she has a vindictive person the moment I express my dislikes about the company her entire personality changed. They run their business on emotion and not professionalism. I still have not received my check. I have a letter of resignation the day that I quit. All I want is my money. They are withholding a check from a previous employee.

• Initial Complaint

  Date:09/12/2022

  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.

  On 09/09/2022 we were quoted 565 dollars For a transportation. We were told this price would not change and that this was for a one way stretcher transportation. They completed the transfer on 09/12 without incident. On 9/13 1455.00$ Was width drawn from our account. After calling on 9/13 to check on the issue we were told by "james" that the person who quoted this price was new and that it shouldn't have been that price. "James" then said I will not do anything to help and no one is above me to talk to. After I asked where his office was located "james" told me "china" and laughed. This has caused our bank to overdraft. I will be seeking legal advice if this does not work.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/13) */ Patients' Family member tried to scam Integrity by getting various quotes from different dispatchers. Example: Weekend, week day and after hour rates are completely different. They were informed of all quotes...The first quote was given to the customer by a new employee and she quoted the incorrect rate. The patients' family member called back and the owner informed them of the correct rate. They mentioned to the owner that someone quoted them a different price (before transport). The owner gave them an accurate rate and they cancelled prior to the transport. They called again to book the appointment on 4 different occasions. Each time their credit cards were declined! We received a call from them Again stating they wanted to cancel the appointment and have their money refunded to them. That was impossible being that their card never went through. They tried to commit fraud with their bank stating that Integrity received the money. All of this occurred before that transport was executed . I was actually on a three way call with the owner, being a witness to this event. The clients daughter had the "Bank" on the other line saying her payment was pending. She demanded her money back prior to the transport. Keep in mind the transaction NEVER OCCURED because her card was declined . These individuals are scammers and want to receive a free transport and tarnish our reputation as a reputable service provider. She finally called back on Saturday (9/10/2022) to schedule once more after going back on forth continuously about our prices. We never had an incident like this to occur. The transport was completed on (9-11-2022). We were there on time and delivered superb customer service. No injuries occurred during transport and the patient got to his appointment safe and sound. She then called after her bill was processed and acted oblivious to the entire situation. I'm confused by her accusations because I was on a three way call with the owner while he quoted prices and delt with her banking situation (BEFORE THE SCHEDULED TRANSPORT)! This situation is absurd and tasteless to say the least. If you have any further question, I am a key witness to this incident. The former dispatcher that initially booked the transport was also made aware of the situation prior to the transport on 9-11-2022. These are scammers! Consumer Response /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lies are being told. This company is nothing but a joke. Legal action will be taken.