ComplaintsforRocky Mountain Secure Transport, LLC

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 16, 2022, I was picked up by Rocky Mountain Secure Transport at 6 am in the morning without being notified that they were changing my time from 7:30 AM to 6 am. They also didn't didn't assist me from my door to the vehicle because I am unable to see. When I have complained to the drivers about this, they reported me to the manager that I was rude to the driver and they fired me from their services and now I have to go with another agency that has questionable vehicles. When I called the manager, Melissa J****, she talked over me and wouldn't allow me to explain my situation. I was sharing the ride with another rider who told me I was being lazy because I wasn't up and ready on time and she had to wait. The driver joined in and said that I was being lazy as well. I depend upon the transport services provided in order to get to my dialysis appointments 3 days week. I have no other way to access dialysis.

  Business response

  07/27/2022

  This member moved to an area that is now 63 miles away from his dialysis location instead of less than 15 which is where he lived previously. His pick up time before he moved to our area was set sometime after 0700, but with him moving to his new residence in Moroni we can not get him there on time if we picked him up at his old time. We also do not set the pickup times, Modivcare does. I would assume the member was told by his care team and Modivcare when he moved out of the area from his dialysis that his pick up times for transportation would be earlier as he now lives further away. 
  
  
  I explained this to the member when he called me on 7/9/22 upset about having to be picked up so early. He asked "why I couldn't send another car for him later so he didn't have to get up so early because these early morning pick ups are killing him". I explained this is a rideshare program. His scheduled pick up time is 0615, again transport providers do not set the times, and we have another member in the same town who has a pick up of 0630 to go in the same direction for dialysis. At that time I let him know we could pick up the other member first and then him second to give him a little extra time, which he had agreed to.
  

  Unfortunately it did not last as every ride since then the member has the same complaint and arguments with my drivers. On 7/16/22 my driver called me upset after the ride taking this member to his dialysis treatment. The member was again upset we were there so early, even though it is his scheduled time. He tried to bring soup in the car and our driver informed him he could not eat the soup in the car as it could create a mess. He told her to go get the other member then come back for him, which my driver obliged. When Mr **** entered the vehicle he continued to complain about the pick up time and its to early for him and he needs to be able to eat before dialysis. Our driver mentioned if it is too difficult to try and wake up a little earlier to make sure he has everything ready to go then maybe the move that far from dialysis is not a good fit for him. The other member who speaks Spanish only stated he should be grateful for the rides to dialysis. He then responded with "I would be more grateful if you guys were doing it for free but since you get paid for it its money in your pocket so I'm not thankful." That is when the other member made her comment to him about needing to be more responsible. From that point the member who has filled the complaint continued to berate the service, our drivers and the other member.

  After taking the member to dialysis on 7/19/22 and receiving a disturbing phone call from my driver after dropping off this member at his dialysis. The member continued on his same tangent and complaints and then mentioned the other member that rides with him to dialysis "should be grateful for the rides because otherwise she would be back in Mexico where she would be dead" I asked him to please write up what happened during the transport. I then immediately turned in a report to Brent K**** at the Utah Modivcare office in regards to this member and to please add him to our rider exclusion list. I also had the driver from 7/16/22 to please write up the conversation with the member. I have sent both statements to Brent. I can forward them if needed here. I will not tolerate members verbally abusing my drivers and other members. I refuse to transport this member due to his behavior and verbal abuse. 

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