United HealthCare Services review: United healthcare transportation

I am filing on behalf of Jimmy whitsitt, which United Healthcare, is his provider and United healthcare transportation transfer him back and forth to his appointments to his doctors which are free through his insurance. My name is Deborah Harris and I am his sister. I arranged for all of Jimmy's transportation for his doctor's visits. I called United healthcare transportation for a regular doctor's visit for Jimmy on July the 23rd 2025. He was picked up by Uber driver, and was dropped off at his location. When Jimmy came outside the doctor's office to call for me to arrange for pickup right the Uber driver was still outside. Jimmy had assumed the driver was there to pick him up and to bring him back home. The driver did not inform him that there was a $20 charge for this ride which was free when he was picked up. I called United healthcare and explain to them what had happened they feel like they are not liable for the Uber driver's action because Jimmy got in the car. They said that he should have called them for a pickup. I explained to Alonna, supervisor, of customer service, said they were not responsible because Jimmy did not call. I explained to her that the Uber driver did not explain to him that it was an extra for this ride until after he got in the car going home and then he asked him for cash. United healthcare takes no responsibility and their employees action and I feel like this is not the first time he's done this which is deplorable behavior and no trust of United healthcare or who they will send to pick you up.