ComplaintsforMTM

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 09-16-2024 my ride didn't show up I called and the driver said he was outside for 15 minutes and he was not because I was outside for 45 minutes and my said they couldn't send another driver so I missed my MRI appointment the driver lied or went to the wrong address this is wrong of them

  Business response

  09/16/2024

  MTM thanks the complainant for reaching out, and truly apologizes for the inconvenience of missing their appointment due to a driver no show. Unfortunately, we are unable to find an individual in our system based on the information provided in this review. We highly encourage the complainant to file a formal complaint at ****************************************************************************. Once we receive that complaint and can identify the individual's account, we will work directly with them to resolve their transportation concerns, and they will be able to speak with a member of our Quality team directly. Thank you for bringing your situation to our attention. 

• Initial Complaint

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company refuses to provide an explanation why transportation reimbursement is nit occurring in a timely fashion promised by their representatives.Each call I have made to this company has provided different and often conflicting information on how to receive reimbursement from their company.

  Business response

  09/16/2024

  MTM thanks the complainant for reaching out.Unfortunately, we are unable to find an individual in our system based on the information provided in this review. We highly encourage the complainant to file a formal complaint at ****************************************************************************. Once we receive that complaint and can identify the individual's account by their ******** ID number, we will work directly with them to resolve their concerns. Thank you. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am terrified , dealing with MTM. Sadly, my car broke down and I am now dealing with them for the second time. Just like the first time , when I LOST an "out of state" trip to see a cardiologist after heart tumor, DUE TO THEIR LIES AND NEGLIGENCE, ALONG WITH RUDE HANG **** NO FAXES EVER SENT AS PROMISED BY AT LEAST 50 AGENTS (all work from home) They schedule transportation for me and, instead of writing correct address, they write wrong home address, etc. I was on the bus for over two hours, cause they messed up my home address ( instead of 8 miles, it became 20 miles, with a lot of stops. Supervisors are rude, no resolution is ever available. Employees work from home as I hear dogs barking, kids crying, they promised to send a fax to out of state cardiologist last year and not one fax ever made it to ***'s cardiologist, so, I lost the trip because of MTM. I had a rare tumor removed from my heart, am on disabikity and their complaint department is rude, denying any wrongdoung, as well as denying inability to srnt faxes from employees homes as they lie, lie, lie. Thry save on us, disabled ppl, create a lot of pain and suffering and refuse to reimburse , when asked. They talk to us, like we are trash. I asked to provide me wirh ********* rides, after they messed up my addresses and kept me on the hot bus( they sheduled themselves for RTC) for over 2 hours, yet, continue to deny and hang up, when I try to complain about their negligence. Its an awful company and they need to hire etchical agents, instead of degrading, lying, refusing to reimburse. I am on disability and they should stop lying, that *** work from offices with faxes, available. I waited for *** specialist for 5 months, yet, LOST my trip, due to MTM lies in regards to 50 faxes, never sent. Not one ever landed in *** as they got none at home, (with barking dogs and ******** is responsible for this nightmare). *** are violated as MTM lies and discriminates. They cause senior/disabled a lot of grief.

  Business response

  09/10/2024

  MTM thanks the complainant for reaching out. Unfortunately, the name on this ************** is not sufficient for us to identify a member profile in our system. We highly encourage the complainant to file a formal complaint at ****************************************************************************. Once we receive that complaint and can identify the individual's account, we will work directly with them to resolve their transportation concerns. Thank you. 

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

   

  I fixed my name. ******* ******. I attempted to make a formal complaint with MTM today. ********* refused to give out her ID or city, was rude, hanged up , refused to take a complaint about Todays horror ( MTM Sheduled me for the wrong date. Instead of today. 09.10.2024, they sheduled me for tomorrow 09.11.2024. I waited an hour. No one came to pick me up. I was later sent Lyft by MTM , yet was not making it to my 9 AM apptm as Lyft arrived at 9.10 abd the ride is 20 + minutes. They also cancelled *** ride on my behalf and continue to blame them ( ***) for the wrong sheduling. I have the app. It shows wrong date, sheduled by MTM, yet, even now, they ask for my full name, refused to take formal complaint , continue to RUDELY hang up and treat you like trash. I am on legal disability.  Used to be a **** in Psychology. This is cruel company, taking ZERO responcibility for their wrongs. All they care about is money. I am asking to be reimbursed by MTM as I , personally, suffered a lot, yet, their internal complaint **** always rudely hangs up and never admits to any wrongs. **************. People hatets, yellers.
  
  ******* ****** - here is my full name as they use it as an eccuse to avoid any compensation for suffering and violations of ADA.

  Business response

  09/11/2024

  MTM thanks the complainant for that additional detail. 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 response

  09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  THEIR SUPERVISOR, ***** ALREADY DENIED ME ANY RESOLUTION.

  THEY CONTINUE TO SHEDULE WRONG DATES/WRONG ADDRESSES , YET, NEVER ONCE TAKE ANY RESPONSIBILITY FOR THEIR ACTIONS.

  THEY WROTE, THAT THEY WILL REACH OUT TO ME DIRECTLY?

  THEY NEVER DO.

  ALL THEY DO IS DENY ANY WRONGS/DO NOT COMPENSATE ANYONE ON LEGAL  DISABILITY , IN VIOLATION OF **** CIVIL RIGHTS, AS THEY CINTINUE TO PRACTICE RUDE NEGLIGENCE /DENIAL OF ANY WRONGS. *** STATED, THAT THEY DO IT ALL THE TIME. I BELIEVE IT. YET, THEY WOULD NOT PROVIDE ANY LYFT RIDES, AS ASKED IN COMPENSATION FOR THIS ILLEGAL, ONGOING  CRUELTY/LIES ON THEIR PART AS THEY ARE GUILTY OF DOING A LOT OF WRONGS , PER MY INITIAL COMPLAINT . NO ONE WILL BE CALLING WITH ANY RESOLUTION AS THEY DO NOT SPEAK THE ***** /CONTINUE TO LIE . AGRESSIVELY.

  
  Regards,
  
  ******* ******

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ********* used to use veto but changed to mtm. I use mileage reimbursement to pay for gasoline to get to my doctor appointments. Since Wisconsin transitioned to MTM. I have numerous problems getting MTM to pay for trips. It takes forever for any reimbursement and they have not paid for a May 17, 2024 appointment. I was on hold arranging this appointment at ************** numerous times.5/17/2024 I waited on hold to have this trio approved for gas mileage reimbursement for 16 minutes as was told it was approved. June ******* I sent trip log to ******************************************************************. I was not paid for the may 17, 2024 trip which was pre authorized. MTM later after more than 20 emails still say the trip was cancelled. Even though I called the doctor and they proved and signed off that I was there using MTM form. MtM got this form and still hasnt paid. They ***** RESPOND to emails and when you call the *** only can write the department at MTM who pays these logs a note. Emails sent and can be proven June 25, complaint, July 5 complaint non payment, July 5 also forwarded to QM complaints at MTM, july 21, july 25, sent new direct deposit information using MTM form. They ignored it, July 25, July 31, August 1, again sent verification form from docor. August ******, August 9, 2024, August 12,22,,23,26,28,29. This does not include phone calls to ***s who are nice but are unable to do anything but write to the MTM payment department. They never respond back. I spent money even faxing and mailing these my mail to prove to them I went to appointment as my doctor office also faxed twice the verification form MTM needed so I can be reimbursed. They proved I was there many times along with my proof. faxed August 29, 2024 and prior July 29, 2024 trip log and verification form and bank routing number with account number for direct deposit. As of today August ******* MTm has not paid for the 5/17/2024 trip. I have another full trip log with 6 more trips but am waiting for them to pay .

  Business response

  09/03/2024

  MTM thanks the complainant for reaching out to us regarding their transportation concerns. The complainant has also submitted complaints via our formal complaint process. Our Quality Operations team is currently investigating this case via those formal complaints, and will reach out to the complainant directly to discuss their concerns further. Thank you.

  Customer response

  09/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint yet. The issue is no one has got back to me or paid me as promised and no one has responded to my many emails. No they give an ambiguous answer and I already heard this before from them. The reason I filed this complaint is I wanted an actual response public written or payment. This has not happened. Hopefully MTM will actually contact me via BBB with legit answers not more evasive excuses.
  
  Pay as promised for trip May 17, 2024 and actually respond to emails and complaints before people are forced to contact BBB.
  
  Regards,
  
  ******** ******

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our daughter spent 2 weeks in the **** which was an hour drive each way. After a few days of traveling back and forth we found out we could get mileage reimbursement. Trying to get anything from these people has been an absolute nightmare. None of the employees know what is going on. Every person we talked to answered our same questions differently. Each time they told us they would contact us about our appeal, no one ever contacted us. We had the paper trip log which apparently means nothing to them. It's been 5 months now and still no payment or contact from them. We were told to use their website or app to make things easier, neither one of them work. I even talked to an IT guy who said he would look into it and get back to me and nothing. This place is an absolute joke, I DO NOT recommend them.

  Business response

  08/21/2024

  MTM thanks the complainant for reaching out to us regarding their transportation concerns. Our Quality Operations team is currently investigating this case. The complainant will receive a formal resolution letter to their home address within 30 days. Thank you.

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have been told time and time again they would be in contact with us over our concern and have never heard from them.  I don't believe we will receive anything from them and that they don't care about their clients.
  
  Regards,
  
  *********************

  Business response

  08/22/2024

  We are sorry to hear about the complainant's disappoint. As stated previously, he will receive a formal notification of resolution via mail within 30 days.

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Preventing access to qualify of care as they limit my ability to use LYFT FLEX LINKS when they want to stop me from using them. The agents are rude and LIE! Read the reviews online, many complaints all over the ** from various individuals how the agents do not respect or acknowedge the person with a disability. They talk over you or give an attitude, there is **** any compassion or custmoer service. I live with traumatic brain and spinal impairments and I do ont undersand how MTM agents can decide which method of transporation I need when I have serious medical issues and chroic PTSD.

  Business response

  08/19/2024

  Hello, MTM thanks the complainant for reaching out. It appears that the have filed a formal complaint with their health plan. Once the health plan passes along the complaint documentation to MTM, our Quality team will work with the health plan directly to resolve the complaint. The complainant will receive direct communication with the outcome. Thank you.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife has a scheduled pain management program in ************ for 3 weeks from 8/5-8/27. I originally put in a request for meals and lodging the beginning of June. The first document they requested was faxed from the doctor on 6/25. I have been calling almost daily and nobody will call me back. I filed a complaint and the travel coordinator called the next day. She left a message giving me useless information and not answering any of my questions or telling me what I need to do. Today is 8/2 I am still trying to get them to even process the request. Yesterday they said there were other forms they need from the doctor. The doctor received them and faxed them right back at 3 pm yesterday. I called this morning and they said they havent received it. I emailed the copies I have and they said they only received the distance verification request. I put all three forms in the same email. This pain program is very important. She has more than one chronic pain conditions and mental health issues. She is very discouraged and I think she has every right to be. The travel coordinator assigned to her case is *******. I dont know her last name. We also requested copies of all the phone transcripts and they said wed have to go through their legal team but wont give us any information on how to get in touch with them.

  Business response

  08/05/2024

  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.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and set up a ride for a doctor *********** 2 of them on the 22nd of July but the week before that I already set up this 1 week before. Then when the day came for me to get the ride the ride never showed so I called then they could not find me a ride so because of problems on there end I had to come out of pocket for a taxi 15$ there and 15 dollars back then while I was on the phone with them they set up a ride which was OK by another company so I waited on that ride which my *********** was set for doctors visit at 120pm I noticed the driver never showed so I called MTM and asked them were is my driver and they told me that that company canceled the ride.so I asked them why wait till I called to tell me this and why didn't they knowing the company canceled set up a trip with another place so I had to pay a private cab 25 dollars there and 25 dollars to bring me home 50 total.. I tried to talk to them about getting me paid since it wasn't my fault..I should not have to eat this lost because if they would of told me earlier I might have been able to get a ride a few of my friends ask me earlier if I needed a ride to second location because I told them what happened earlier but I said it's OK they have me set up this time for a ride meaning MTM so I tried fixing it up with them and they had meaning the workers and they acted like it was there company and said that the way the company works even if it was there fault..I'm asking you to help me get what I spent in cab fare please thanks and at one time they lost therre license to run so they sold the company to ****. But then bought it back I wish **** would have stayed with the business they were better I never had a problem with them but since MTM took back over I had alot.of problems this wasn't wasn't the 1st incident with them I'm tired of having to pay for there.mistakes now it's time for them to reimburse me maybe if someone holds them accountable they will learn thanks alot

  Business response

  07/24/2024

  MTM thanks the complaint for reaching out with their concerns about transportation services. Our Quality Investigations team is currently looking into this case, and will reach out directly to the complainant with resolution and next steps. Thank you. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The mtm website or app isnt working at all. It is faulty and broken, cannot click on anything like whoever made this page made it useless. I tried to make an appointment online but since the app and or website is completely broken I have to make a call. I tried to use the ask ai message board but again it is useless when it ask for an address to the location. It wouldnt let me respond to give the address.

  Business response

  07/12/2024

  MTM thanks the complainant for reaching out. We are sorry to hear they are having troubles using our online tools. We are passing their comments along to our Technology team to look into. In the meantime, the complainant can always call us to manage their rides at ************. Again, we appreciate the complainant reaching out with their feedback. We look forward to improving their experience. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  With so much regret am writing this email. This is the first time am placing a complaint against an agency MTM Transportation. These agency representatives are misleading. Am new to MTM transportation. My insurance told me I could get travel reimbursement for my doctor's visit and my children's pediatric visit . The documents mentioned by the representatives always keep changing . They are not well informed about the procedure and they MISLEAD us when it comes to documents requirement for submission to get the reimbursement amount . This happens always . Though we go for appeal its of no use . MTM tellS my insuance that they haven't received any email of document submission from the customer but I have proof that i have submited all that was needful . Still no response . This is happening again and again and again . Please look into it . ITs not only me but many customers are not getting their reimbursement. There is no use of going to appeal with my insurance because they just tell me what response MTM gives them . I have all the records from day1 . Please help us .

  Business response

  06/25/2024

  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. If the complainant has already done this, we encourage them to reach out to their health plan for a status update. We look forward to working with the complainant to improve their transportation experience.

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  AM AWARE OF THE PROCEDURE OF COMMUNICATING WITH THE COMMUNITY FIRST HEALTH PLAN WHO IS MY PROVIDER AND GO FOR AN APPEAL THEOUGH THEM. EVERY TIME I GO FOR AN APPEAL WITH MY PROVIDER, THE CALL GETS COONECTED TO CUSTOMER REPRESENTATIVES WHO PUT ME ON HOLD AND CALL THE MTM . WHATEVER MTM RESPONDS THEY INFORM ME. THEY DONT DO ANY INVESTIGATION OR RESEARCH. ONCE THE MTM SAID THAT THEY DIDNT RECEIVE ANY DOCUMENTS BUT I DO HAVE PROOF IN MY GMAIL ACCOUNT THAT I HAVE SENT ALL THE DOCUMENTS TO MTM. WHATEVER MTM REPONDS THE COMMUNITY CARE REPRESTATIVE JUST LISTEN AND CONVEY THE SAME THING TO ME. THE REPRESENTATIVES COMMUNICATE WHATS BEING TOLD TO THEM THROUGH MTM. THOUGH I HAVE PROOF IN MY   GMAIL AND DOCUMENTS BEING SENT THROUGH MY SENTBOX, THEY ARE NOT WILLING TO DO DETAIL INVESTIGATION. NOBODY IS THERE TO MONITOR OR QUESTION. AM NOT THE ONLY ONE SO MANY OF MY FREINDS AND COLLEGUE GO THROUGH THE SAME THINGS 
  
  Regards,
  
  ***********************

*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. ↩