Modivcare

I am writing this right now waiting for transportation. I am in tears I hate united health care and movicare. I just came out of dialysis and I supposed to have a 10:30 pickup and somebody on their end put in as a will call. I call to tell them I am ready and they tell me transportation has up to a hour to pick me up and I explain how I just came out dialysis and I don't have 45 mins to wait and also I have to be at my son's school. I really hate this company so much. I feel like this company is bad for my health. They have me late for my dialysis treatments. I hate united health care insurance. It's not a good insurance please don't get united Healthcare because then you will have to deal with unreliable transportation. And the rep Myra was no help I asked if she could send me a cab. She was like I can't do that. I hate movicare! I HATE UNITED HEALTHCARE! I HATE MOVICARE! AND IM STILL WAITING FOR TRANSPORTATION SO I CAN GET HOME. I HATE THIS WITH MY HEART AND SOUL! I AM DROPPING UNITED HEALTHCARE THEY ARE BAD FOR MY HEALTH! AND MOVICARE IS THE WORST COMPANY EVER AND THEY SHOULD NOT EXIST. I didn't even want to give 1 star they deserve NO STARS!

I schedule my mother's doctor appointments for her because she doesn't have a phone or internet. She needs to be picked up and dropped off for her appointments. I normally call a cab for her because I live very far away and I work. I was told that her health insurance provides medical transportation. They told me to call Modivcare because it is included with her Humana plan. They asked if she needed assistance, I told them yes, she will need help getting in an out of the vehicle. I told them they would need to go to the door and ring the buzzer to get her and they would need to take her into the doctors office and and then go in to get her when it was time for her to be picked up. That is not what happened. They went to pick her up, honked the horn and then called me asking me why she wasn't outside waiting. I told them the arrangement was that they would ring the buzzer and help her into the car. They said they didn't do that. They didn't help her with her walker or anything. Abusive. Then when they went to pick her up I pre-arranged for them to go in and get her and help her. They didn't. They TOOTED THE HORN AND THEN LEFT. My 86 year old mother got outside and was standing in the rain with her walker, crying. They left her there. This is NOT MEDICAL transportation. This is rude uber drivers. The staff at the doctors office took my mother in, got her a ride and reported me to social services for abandoning my mother. I didn't abandon her, I arranged medical transportation. I had social services on my back for months. It was a horrible experience. Modivcare was so abusive that I got reported. We have since switched my mother to onsite medical care. However, when Humana asked me to schedule a physical I got totally upset. I was so traumatized. I urged Humana to discontinue using them. Also, my mother's social worker forbids me to use Modivcare. She said I would need to find better transportation. I didn't pay for this, it is a benefit of Humana

I've been hung on on TWELVE times before I even get to a rep to try to correct the mistake that they made scheduling my trip. They're so so so bad

Dear Fellow Patients & ModivCare Board Members,

I am writing to express my frustration with the services provided by Modivcare Virginia Transportation. As someone who depends on this service to get to my medical appointments, I, like so many dissatisfied patients, have had multiple negative experiences with this company.

These include canceled rides, difficulty reaching customer service, long wait times, rude representatives, being stranded for more than 4 hours multiple times, and being lied to about ride activation after waiting 45 mins. Careless and negligent booking of appointments is also a major issue.

It is clear that this is a systemic problem that needs to be addressed by those at top. Therefore, I encourage all patients with similar problems to reach out to the Modivcare's Board members, President of Modivcare Ilias Simpson, CEO L. Heath Sampson, CCO Jody Kepler, and Vice President Jonathan B. Bush. You can find their information on the Modivcare website (https://www.modivcare.com/company/leadership) or on LinkedIn if you can't find their contact information.

I encourage you to also reach out to BBB, your insurance company and your local government regarding your complaints, as they have contracted Modivcare to provide quality needed services to the community.

We cannot rely on complaining to the supervisor or manager of the local Modivcare offices, as this is an in-house issue. We must take our complaints to the top of the chain, to the people who have the POWER to make the much-needed changes.

If any board member of Modivcare is reading this, I would like to respectfully request that you take our complaints seriously. The attention and intervention of the board are needed by the community you serve. People's lives are at risk if no action is taken to reform your local Modivcare offices responsible for serving those in need.

Sincerely,
A Dissatisfied Patient

When u call for appointments half the time u ask for certain Providers u the patient likes and half the time the minute u get off the phone with Modivcare they send u a text for Uber or Lyft i got one yesterday and i had to call them back telling them that i do not want Lyft for my coming home ride for tomorrow Modivcare has issues listening to there patients they seem like they do not care and i belive that United Health Care Dual Complete needs to look for a different Transportation Company this company just sends u with who ever and also with lyft and uber they do not text you until 10 minutes witht the color and make of the car and license plate number would be nice to have this info the day before your appointment and a person who speaks English and half the ppl who work for Uber and Lyft do not speak English and when u call them to give them directions into a Community they do not answer there phone so then u do not know if they will show up or not this is poor medical care when u are Disability to get to your Doctors and i am not about to walk home in this Florida Heat. Lisa Gorter

Husband Karl is paralyzed, in a wheelchair. Each time we requested roundtrip transport to a urology appointment in a medical building 12 miles away. The reservation was made four days in advance each time. Husband has a serious urinary tract infection.
First time, they sent a taxi sedan with no wheelchair access. I had to cancel the appointment and wait 3 weeks to get another.
Second time, no vehicle of any kind showed up. Again I had to cancel the appointment and wait 3 weeks to get another.
Third time, I started phoning at the scheduled 12:30 pickup time and every 15 minutes after that, asking, "Where is the transport van?" Each rep said, 'We're working on it."
I was determined to keep this appointment. The urologist's office said to bring him in any time before 4:30 p.m. and the doctor would see him. A van arrived at 2:45. After the appointment, I called MOVIDCARE at 4:45 p.m. for the return trip home. Each rep assured us that a wheelchair access van would be there "soon." I called every 15 minutes asking, "Where is the transport van?" The rep said, 'We're working on it."
They closed the medical building at 7 p.m. If a kindly security guard hadn't allowed us to wait indoors, in the lobby, we would have been at great personal risk waiting outside on the street at night in a dicey area of Los Angeles. Between calls every 15 minutes, I searched the Internet for other companies providing wheelchair vans. Impossible without advance reservations. Some had gone out of business. Finally at 10 p.m. it was clear that no vehicle was ever coming. I called a friend who had a large Kia Sorrento that could accommodate Karl's wheelchair in the back and him in the passenger seat. It was difficult loading Karl into the car but the three of us managed it. I took an Uber home.
We had been left stranded for over FIVE HOURS.
MOVIDCARE had four days to arrange transport. All they do is hand off the responsibility to a taxi company. If that company drops the ball, too bad for you. There's no apology, no accountability. They are content to collect money from your insurance company for rides they schedule but may or may not provide. We are in the process of filing a formal grievance with Humana, which has a contract with MOVIDCARE. We want Humana to cut all ties to MOVIDCARE and choose a responsible company.
Next time, we will rent an access van from Enterprise or Hertz for $150 per day. It's worth it to be sure to have guaranteed roundtrip transportation and be on time for Karl's appointments.