Modivcare
Reviews and Complaints

Your company needs to improve and prioritize the well-being of patients! That's your main responsibility. My daughter has to visit two doctors every week. Unfortunately, transportation has been canceled five times this month. We didn't receive any notifications either. She calls a week in advance to schedule her visits, so there's plenty of time to plan ahead. What's the issue? I wish we could find an alternative transportation service, but we're limited to what our insurance covers. She's not just a number... she's a person! She deserves the right to receive medical services and be properly taken care of.

In *** - Not reliable, no compassion, and no respect for the client. I've been left stranded without car service to medical *** many times, even after making a reservation 3-4 days in advance. Some drivers don't call/text within the appointment time frame to let you know they are coming or outside. Most drivers are late or don't show up, then you get a text from the driver that they have canceled the ride because you weren't outside. Happened to me many times. I have missed doctor *** and one medical procedure because drivers don't show up on *** will try to have you share a ride on the same day of the appointment (impossible for me as I am handicapped with back/leg issues and ride with my home attendant). Also have received texts to inform me they are outside and they are nowhere to be found. Then as I'm standing outside waiting for them for a while, I get another text that they have canceled my ride. The straw that broke the camel's back was when the driver was late again, no text/call, I called Modivcare to check to see where the driver is, was on hold 25 minutes, couldn't speak to anyone, had no choice but to call a private car service otherwise the clinic would charge me $150 for no show. As I'm riding in a private car and 45 minutes after my original pickup time, the driver calls my phone to let me know he was outside. At that point, I was already on the way to the appointment. Later when I called Modivcare to try to get a ride back home, they could not accommodate, and I was left stranded again with no way to get home. Modivcare has not earned my trust.

From my home to my destination is 54 miles. They compensated me for 34 miles. I'm displeased about it. That's a significant discrepancy! I'm puzzled why they didn't compensate for the entire trip. I'm simply requesting what's due. I contacted them to express my dissatisfaction, but they were indifferent. It's aggravating as I depend on that income. I've been underpaid. Some praise Modivcare, but my experience suggests otherwise. They've failed me. I'm unlikely to use their services again, as other companies may value their clients more.

Atrocious customer service. They got this new fancy phone system that's like a maze. It's so dang hard to talk to a real person. You gotta spend at least fifteen minutes just trying to figure out which buttons to press. And those menus, they just keep going round and round. It's enough to drive you crazy.

Modivcare didn't pick me up today for my doctor's appointment. I had 2 appointments scheduled today. I called this morning to confirm. I also called yesterday to confirm. This is the SIXTH time Modivcare has caused me to miss my doctor's appts. I've called and emailed for months and nothing has improved. Modivcare doesn't care about its patients.

I've been calling this company for weeks tryin to get paid and I keep gettin the run around. I called the claims department last wednesday and again they ain't got no record of me sendin in the trip sheet. I did a trip on 4/10/22 and I done faxed and emailed it to them at least *** times. The trip number is ***. Membership num is ***. I always gotta deal with this run around from them, they don't wanna pay me. I'd appreciate yer help with this matter.

I use modivcare for medical transport and I've had a lot of problems with them. I've complained to them many times but they haven't fixed the issue. This is causing me and my kids to miss our doctor's appointments. I've called supervisors at *** and modicavcare but I still haven't had a single successful ride. They keep saying sorry and promising it won't happen again, but it keeps happening. My kids and I have disabilities and all I want is to make it to my appointments.

I sent a fax to Modivcare on 11/17/22 for mileage reimbursement. After waiting for over 30 days, I contacted customer service because the *** website said it could take up to 30 days for payment. I called to ask why I haven't received payment yet, and they told me to send the fax again, which I did three times. Today, on 1/4/23, I called again and they said payment could take 4-6 weeks. I told the customer service representative that it has already been ***, and then the call ended abruptly. I really feel like they are just giving me the runaround.

I always have trouble when I send in trip forms to be paid by this company. It takes forever to get paid, sometimes even months. For example, I took a trip on 11/18/22 and sent in the form the next day by email and fax, but I still haven't been paid. When I call, they give me excuses and nobody seems to know anything. They just keep telling me to wait. I called them last week on Friday and they told me the same thing. I also sent in a trip form for 12/8/22 and still haven't been paid. I've sent them at least 5 forms for each of these trips. I really need help with this issue and would appreciate your assistance. My mother's member ID is ***.

On February 4th, 2023, I sent my trip log to Modivcare multiple times by fax and email for gas mileage reimbursement. It was for the *** MoHealthnet Non-Emergency Transportation benefit. But, I still haven't received my last check. Modivcare was the approved vendor until November 30th, 2022, and then a new vendor took over. I submitted my last log on December 5th, 2022, for the trips I took on November 14, 16, and 23rd, 2022. I have attached the trip log and email confirmation to this complaint. Thanks, *** mother of *** ID

Modivcare refused to correct a telephone number issue. A local business in ***, *** is getting their phones because the system is automated transferring them. We have made several attempts to contact the Headquarters with no resolution. The number their clients are calling is ***. the client is trying to get reimbursed for mileage. They are then transferred to our business. The correct number the call should be transferred too is ***. Our business number is ***. Modivcare need to correct the telephone number in their system so our business telephone system is bogged down with their calls.

On or around the 14th of February 2023, I called to schedule a mileage reimbursement reservation for the 15th of February to go to my dental appointment in ***. A few weeks later, I discovered that this trip log was not received after emailing and faxing the trip in. I was told to resubmit it again, which I did, but I never received payment. Today, the 3rd of May, I talked to a representative named *** about this trip and a couple of others. I was told that somehow it was inputted that the trip was on the 14th, not the 15th. Additionally, my name was inputted incorrectly, resulting in the trip being denied. I am being told that I will not be able to be reimbursed for this trip. I would like to have this investigated and have the call reviewed, as I provided all the correct information. It is not my fault that the error occurred.

I've been filing my gas reimbursement trip logs since starting at the comprehensive center in January 2022. I never had an issue getting my payments on time every week or month when I would fax or email my forms. However, since July 2022, I haven't received any mileage reimbursement from Modivcare. I've discussed this with my counselor, who assured me that the issues were resolved and I would be paid. Yet, as of December 28th, I'm unpaid for several months. I've called repeatedly, only to be given excuses and told to refax and resubmit my forms, which I've done over 100 times. It's frustrating not to receive the reimbursement we're entitled to, affecting my ability to afford essential travel. Now, with my daughter's birthday approaching, I'm financially strained due to Modivcare's non-payment. I'm aware others are also struggling to get their due reimbursements. I would be immensely thankful for assistance in resolving this or for contact information of someone with authority at Modivcare. I appreciate any help.