Complaint Regarding Unreliable Transportation Services and Elderly Neglect
This is by far the worst transportation company I’ve ever dealt with. They shouldn’t even be called a transportation service. They leave elderly people stranded without any explanation, cancel trips without notice, and are never available when needed. Their service is absolutely horrible. They escalate issues only to do nothing about them, and then they simply cancel the ride, leaving elderly patients stuck—many times without breakfast—after a medical appointment with no way to get back home.
As a son, I’ve had to miss work and arrive late just to take my mother to her appointments because they fail to do their job. Other transportation companies can’t keep up either, likely because this company undercuts the cost compared to Uber or Lyft. It’s simply better to have no service at all than to rely on such an unreliable and poorly managed company.
On top of that, I’ve had to spend so much money on Uber rides, and when I followed their instructions to send receipts for reimbursement to the ModivCare email, I never even got a response. This company should be shut down. They cause too many problems, and elderly patients are the ones suffering the most. If I could give zero stars, I would. This company does not deserve to be on the market.
As a son, I’ve had to miss work and arrive late just to take my mother to her appointments because they fail to do their job. Other transportation companies can’t keep up either, likely because this company undercuts the cost compared to Uber or Lyft. It’s simply better to have no service at all than to rely on such an unreliable and poorly managed company.
On top of that, I’ve had to spend so much money on Uber rides, and when I followed their instructions to send receipts for reimbursement to the ModivCare email, I never even got a response. This company should be shut down. They cause too many problems, and elderly patients are the ones suffering the most. If I could give zero stars, I would. This company does not deserve to be on the market.
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Nice Going, Not So Much Coming Home
I love this benefit to my insurance. Booking a trip is not as easy as it should be. The app doesn’t seem to allow me to save my home as a favorite. This makes scheduling more work than it needs to be, trips have to be booked five business days in advance which could be as much as a week to remember to plan ahead. I don’t know how long my appointment will take, I have to leave it as a Will Call. The phone number is for technical support and specifically says do not use for rides and to use the phone number in the app even though it was the number in the app. I spent about 20 minutes trying to schedule my pickup after the appointment, first with a bot that wouldn’t let me confirm my drop off location then I was transferred back to tech support. I was finally able to talk to a human being and get my transport but it did not need be so difficult. Someone less patient would probably give up and pay for a cab. If scheduling was better, I’d give it a 5.
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Medical Transportation & Will Call Needs Better Communication
On multiple occasions I did not receive the level of care required because the medical transportation companies all said Modivcare did not tell them that I needed assistance off and on the porch due to having a non-weight bearing foot. Initially, I only had a hospital issued archaic walker and eventually an in-home physical therapist gave me a knee scooter which was clearly stated in the app and verbally any time I called.
Also, on one occasion one of the medical transportation companies never arrived and made me an hour late to my wound care appointment. I had to get the stitches out of my foot! At one of my hospital outpatient appointments, a Prius arrived to take me home and I stated that I have a knee scooter. At a doctor’s appointment, I used the Will Call service and was not picked up until nearly 2 hours later and that was because I called after 45 minutes for my driver’s ETA.
Also, on one occasion one of the medical transportation companies never arrived and made me an hour late to my wound care appointment. I had to get the stitches out of my foot! At one of my hospital outpatient appointments, a Prius arrived to take me home and I stated that I have a knee scooter. At a doctor’s appointment, I used the Will Call service and was not picked up until nearly 2 hours later and that was because I called after 45 minutes for my driver’s ETA.
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Review
Overall great. I’m new to this app and am still learning. I’m not sure if this is where I am experiencing a problem but I will start here.
At the end of my trip, as I am walking in the door my phone is already ringing to rate my trip but it asks one question and you push the appropriate number and it just stops. Then I check my voice messages and there are three of these calls already called in and I can’t tell which driver I am supposed to be rating and there are several messages on my phone that says to rate the driver. And again I don’t know which driver I am rating.
I have one complaint and that was the driver was reporting he was there but I wasn’t, but I had been waiting in the lobby for 40 minutes and no driver was there. I called the number provided and was told it was a wrong number, I kept trying to find the driver but he was not there. I ended up having to walk home in a severe thunderstorm and with a brace on my leg and wasn’t supposed to be walking on it - almost 5 miles.
At the end of my trip, as I am walking in the door my phone is already ringing to rate my trip but it asks one question and you push the appropriate number and it just stops. Then I check my voice messages and there are three of these calls already called in and I can’t tell which driver I am supposed to be rating and there are several messages on my phone that says to rate the driver. And again I don’t know which driver I am rating.
I have one complaint and that was the driver was reporting he was there but I wasn’t, but I had been waiting in the lobby for 40 minutes and no driver was there. I called the number provided and was told it was a wrong number, I kept trying to find the driver but he was not there. I ended up having to walk home in a severe thunderstorm and with a brace on my leg and wasn’t supposed to be walking on it - almost 5 miles.
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Do yourself a favor and get the app!
I highly recommend getting the app. It is so much better than the automated phone call where you would upwards to 20 minutes constantly having to repeat yourself and answer the same questions multiple times to a robot all for you to do the exact same process over again with a human, but with the app you simply enter the same information you would on the phone call into the app once and you’re done in about 5 minutes. I seriously wish I would’ve gotten the app sooner.
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Good App, it needs some updates
I want to first start off saying that I’ve been using this app for six months and I greatly appreciate the fact that this app is in existence. I’m able to book rides as early and as often as I need to as well as canceled right as early and as often as I need to.
This app allows for a lot of flexibility, as well as early booking for trips. I am able to find the addresses I need put in the information and all I have to do is wait for my ride.
My problems with the app are;
1) if I wish to cancel or edit a ride, I cannot do that on the app. Even if the edit is within an hour or later timeframe.
2) when I wish to call or confirm my ‘will call return ride’ if I go through the app, I am given the option to call, but I am not given the correct phone number or put in contact with anyone that can accommodate. The person I am putting in contact with is only to help with the app.
I feel if these two things could be resolved, the app would definitely be better.
This app allows for a lot of flexibility, as well as early booking for trips. I am able to find the addresses I need put in the information and all I have to do is wait for my ride.
My problems with the app are;
1) if I wish to cancel or edit a ride, I cannot do that on the app. Even if the edit is within an hour or later timeframe.
2) when I wish to call or confirm my ‘will call return ride’ if I go through the app, I am given the option to call, but I am not given the correct phone number or put in contact with anyone that can accommodate. The person I am putting in contact with is only to help with the app.
I feel if these two things could be resolved, the app would definitely be better.
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Website review
Website worked fine except for two things: 1. When I realized I had made a mistake recording my phone number after leaving that page. I couldn’t find any way to backtrack to edit so I started all over again. 2. There wasn’t a choice of “medical appointment” in the options given for “ reason for trip”. I had to end up with “Adult Day Care” for the reason, which it is not. I am actually going for a psychological appointment. Other than those two problems, everything else was a-okay.
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Getting Better All The Time
Have been using the app for six months now and it has improved steadily- I no longer need to switch between modiv’s driver app and the gps has been spot on(compared to earlier when sometimes I would have to drive around the parking lot to submit a claim because the map was off). I’m fairly certain it’s not my phone. I feel it might be somewhat more streamline if return trips were included in the scheduling automatically, however adding a leg isn’t hard. It was exceedingly difficult to originally set up, I have attempted to help others and no one that I know has yet to make it through the entire process.
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It feels like a road trip
Highly recommended everyone associated with this company as far as my experience has been super friendly. I have a boy who is autistic and everybody treats him with the upmost respect just like they were family. The cars are always clean and well kept just like Uber or Lyft your experience won’t go without saying at the very least you got there, but it makes the experience worthwhile when you have caring individuals that make you feel like family understanding your situation helping you with equipment to get to where you need to be. I love the service my son has had surgery and I used it to get to his surgery and home I don’t know what I would have done without this team. I live upstairs and my son had leg surgery when I tell you they helped me carry my son home all the way upstairs above and beyond service. God bless everyone.
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We’ll see
I just re-downloaded the app today. I tried using it two years ago but was told it wasn’t reliable so I had to suffer through Mara (who has also gotten better by the way…she’s learning!) and demand an agent repeatedly. Last week she made a reservation for me but it didn’t work because I had two appointments. I didn’t realize that the app was working until today and it worked perfectly for my one appointment this week. It was very simple and easy to use.
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