Complaints

This profile includes complaints for Modivcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Modivcare, Inc.

  6900 E Layton Ave Ste 1100 Denver, CO 80237-3655

  
• 

  Modivcare, Inc.

  75 Broad St Rm 610 New York, NY 10004

  
• 

  Modivcare, Inc.

  Oakton, VA 22124

• 

  ModivCare Inc.

  877 Northpark Dr Ste 100 Ridgeland, MS 39157

  
• 

  ModivCare

  1 Independence Point Ste 212 Greenville, SC 29615

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Modivcare ********************** left us without transportation back from a Doctor's appointment on 06/11/2025. Our pickup time was scheduled for 10:30am. The driver canceled the trip after waiting 5 minutes. We did not receive a contact from Modicare when he arrived or that he was waiting for us. After several rescheduled attempts for transportation back to the skilled nursing facility were scheduled and verified on the app. Hour after hour went by yet we still never received transportation, or we were contacted. Additional calls to Modivcare were made and we were assured that this was a priority concern and it was being escalated to an advanced team and were promised a return call with driver updates but again we received nothing. My 87 year old mom was very stressed and anxious. She missed lunch, her meds and hygiene changes. I was able to secure a ride with a different company and pick up was at 5:15. Almost 7 hours waiting with my frail mom who has a broken leg. we felt abandoned, neglected, and forgotten. I believe that this conduct is unprofessional, negligent and abusive. Even **** updates their passengers with driver status. I have filed a grievance with Health Net of this incident. I will also file a complaint with the BBB.

  

  Business Response

  Date: 06/17/2025

  On June 11, 2025, member Arlene Lamson experienced a service issue with her return trip. Modivcare called the number in the reservation listed as the best contact and the residential phone number—being the number to the home care facility at which Arlene resides—and was told by the facility staff the member would be out in 10 minutes. The driver stated he could only wait 5 more minutes. Ultimately, the driver cancelled the ride at 10:36 after waiting at the facility for 14 minutes.

  The trip was later rebooked with the member’s son listed as the primary contact; however, a provider could not be secured for the rebooked trip. The member’s son ultimately arranged private transportation at his own expense and was provided with instructions for reimbursement. As a courtesy, we have offered to monitor the member’s future rides. We sincerely regret the inconvenience and are taking steps to strengthen internal procedures to improve communication and real-time support.

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23462779
  
  
  
  I am rejecting this response because: I would like clarification of exactly what are the process improvement steps that Modivcare, and I quote from your email, "is taking steps to strengthen internal procedures to improve communication and real-time support." 

  This is a matter that affects all of your transportation clients. When a roundtrip ride is ordered it should be a priority to be completed and completed in a timely manner.  

  As I appreciate the quick response, Jaclyn's answer as a remedy to this abandonment issue seems a bit vague. Please list what is being done so this doesn't happen to anyone again.  
  
  
  
  
  
  Sincerely, Mark Deojay
  
  
  
  Arlene Lamson (by Mark Deojay Poa)

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried for two weeks to get travel, lodging, and food reimbursement set up with Modivcare. They kept denying the request even though **** personally talked to Modivcare several times and told them it was an approved trip. The trip was for a specialty appointment that could only be done at the transplant center nine hours away. I spent many hours on the phone with modivcare and BCBS and witnessed **** representatives verbally TELL the Modivcare supervisor that it was an approved trip. We need to schedule two more appointments and cannot do it if it is not approved. We are seeking reimbursement for the costs of travel that was approved by **** and denied by Modivcare. I'm not sure how they can deny it if BCBS is the one paying for it and approving it.

  

  Business Response

  Date: 06/16/2025

  Modivcare reviewed the concerns raised by Blade ******* regarding transportation to the ******************************* for a March 24, 2025 appointment, as well as related meals and lodging. Per the Statement of Work (SOW), any trip over 100 miles from the ********** border requires both a Medical Necessity Form (MNF) from the treating physician and plan-level approval for out-of-state travel. The initial request for the trip was made on March 11, when the members mother contacted Modivcare. She was informed of the need for an medical necessity form due to mileage, and the agent attempted to fax the form but experienced technical issues. Unfortunately, the requirement for plan approval for out-of-state travel was not communicated at that time.
  
  In a follow-up call on March 13, the members mother stated that the health plan confirmed the appointment as medically necessary; however, this did not constitute transportation approval. During the call with the health plan, the out-of-state aspect of the trip was not mentioned, which led to incomplete guidance. Although the health plan later attempted to follow up with Modivcare, incorrect fax information was provided for submitting plan approval. On March 17, another call was made to inquire about the denied trip, and the need for prior authorization was reiterated. Since then, Modivcare has made multiple outreach attempts without response. The medical necessity form from March remains pending, and plan authorization is still required. For meals and lodging reimbursement, the member must first submit a request to the health plan, who will forward it to *********************** AirOps team. Modivcare has also contacted the ************************* team to alert the plan, but has been unable to confirm upcoming appointment details with the member.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I consistenly experience major issues with Modivcare, UHCs non-emergency medical transport and gas mileage reimbursement contractor. 1. Incorrect Information from ***************** On April 21, ******* gave me an incorrect email address"credentiling" instead of "credentialing"and insisted it was correct. Another **** ******, later confirmed the misspelling and said updated info had supposedly been sent out, but clearly not to all staff.2. Email Delivery Problems: ****** instructed me to email my application. I sent it, but never got a confirmation. When I followed up days later, they claimed they didnt receive it. I fwdd the same email again, and suddenly, could they see it.3. Trip Scheduling & Notification Spam: trip requests are frequently misprocessed (e.g., switching a gas reimbursement to an **** ride, canceling randomly, then reinstating). Each change triggers late night text and email notifications, even if turned off. Each erroneous trip clutters the app and makes it hard to find active trips.4. Phone System Errors: The automated system often confuses your phone number with the medical facilitys and prevents you from booking, even when the numbers are entered correctly.5. Check-In Issues: The app often claims Im not at the ** when I arrive. Once, it showed the check-in zone on a freeway. This forces long calls to support, adding 30+ minutes to any appointment. 6. Mileage & Fintwist Card Problems: Reimbursement amounts do not match mileage, and are totally unexplained. I cannot access the Fintwist portal despite repeated attempts. The card charges fees for basic actions like checking your balance.

  

  Business Response

  Date: 06/16/2025

  Modivcare reviewed the concerns and confirmed that an outdated TX *** Job Aid contained an incorrect credentialing email address, which was read aloud by an agent despite the member questioning its accuracy. The correct address ********************************************* was later verified, and the issue has been escalated to ensure the job aid is updated. Although the member initially submitted her application to the correct address, it was not found in the credentialing inbox or spam folder until it was resent during a follow-up call. While the member reported multiple issues with trip scheduling and notifications, Modivcare audits found minimal discrepancies when comparing the members requests to what was enteredonly one confirmed error on 6/12, which has been corrected. The only notable deviation was that several infusion therapy trips were booked under ************ Physician. Additionally, two trips were originally assigned to **** but were immediately reassigned to *** within the same timestamp. Other issues were tied to agent error or Health Plan policy, including the inability to schedule trips to addresses not listed in the Health Plan's master provider list. 

  Technical concerns were also addressed. A MARA *** misidentified the members phone number as a facilitys number; this has been resolved (INC0618250). A separate app geolocation issue was confirmed (INC0618171), and the member was given Tech Support contact information for ongoing assistance. For reimbursement concerns, Modivcare provided the member with the *** rate of $0.70/mile, the Comdata reference code, and claims department contact details. Supporting documents were shared, and the request for job aid updates has been escalated. Modivcare remains committed to delivering a positive and reliable service experience.

  Customer Answer

  Date: 06/26/2025

  Went to schedule a gas reimbursement trip in the app using the chat feature. After several minutes imputing all the info, the chat bot couldnt figure out that I needed to make multiple stops or that it was a gas reimbursement request. The chat bot finally transferred me to a ******** Support person, Marquise. Marquise would not schedule me since my starting address is different from the one on file. I explained Id already extensively discussed this with Modivcare. I am in the process of moving, so I have been staying with friends until I find a new long term place to stay. Modivcare states: our policy does not require that all trips originate or end at that address if the request is in-state, reasonable, and for a covered service." Marquise kept questioning me about using a different address, then left the chat. I attempted to restart the chat. Unfortunately, this is not possible. The chat just starts from the beginning with the chat bot with no ability to reconnect with the agent or to continue the chat from earlier. I called and was finally able to schedule the trip that way. There is no point in having the chat feature in the app if it does not function. Modivcare needs to fix the chat feature in the app so members can actually use it to schedule gas reimbursement trips. Modivcare also needs to train agents to provide the same info across the board in regards to allowable starting addresses, and to not leave the chat without resolving the issue, or the agent needs to call back or restart the the chat if they unintentionally end it. Finally, since the chat feature doesnt seem to actually work, Modivcare needs to add applicable phone numbers to call for support and for ride scheduling to the app. Currently, this info does not exist in the app. I screen recorded my entire chat and can provide this to Modivcare or BBB if this would be helpful.

  Fix the in app chat feature so members can use it to schedule gas reimbursement trips. Train agents to provide uniform info RE: allowable starting addresses & to restart the chat or call the member if the agent unintentionally ends a chat. Add applicable phone numbers to call for support and for ride scheduling to the app

  

  Business Response

  Date: 07/02/2025

  Modivcare has reviewed the concerns shared by Ms. **** and confirmed the following actions:

  The issue regarding agent conduct during a chat interaction was addressed through internal coaching to reinforce the importance of providing accurate information and ensuring that chats are not ended without resolution.

  The recommendation to include key support and scheduling phone numbers within the Modivcare app has been acknowledged and shared the enhancement with the appropriate team.

  It has also been confirmed Ms. **** is able to book Gas Mileage Reimbursement (GMR) trips through the app without using the chatbot feature. A screen recording of the issue is expected and will be submitted to Technical Support for further review, when received.
  

  Modivcare appreciates the feedback and remains committed to improving the member experience.

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23437122
  
  I am rejecting this response because:
  I appreciate that Modivcare has acknowledged and addressed some issues, like the incorrect email address and the malfunctioning phone system. They also provided the debit card activation code and most Explanations of Payment (except DOS 5/27/25, Ride ID# ******, which is missing).
  However, Modivcares characterization of their recurring pattern of misprocessing trip requests as minimal discrepancies is inaccurate and dismissive. Since late April, Modivcare has misprocessed at least 12 of my trip requests, including 2 after I submitted my initial complaint! Changing my gas reimbursement request to ********* is not a minimal discrepancy, its a fundamental alteration to the requested service without my consent. Randomly cancelling a trip without explanation is not a minimal discrepancy - it is a disruptive failure that jeopardizes my access to my critical medical care.
  
  Each error forces me to resubmit the same trip, spend time on calls, and navigate customer service to fix issues that shouldnt exist in the first place, which is a significant and ongoing burden. The repeated texts and email alerts notifying me of changes to my trip status because Modivcares own mistakes just adds more stress.
  Regarding the Fintwist/Comdata card: while Modivcare has now provided the activation code, they still have not disclosed the cards fee schedule. Their letter directed members to use the card like a debit or credit card, but failed to disclose that there is a per transaction fee to use the debit card! There is also a fee to check the card balance. There may also be other fees; Im not sure because I dont have & cant access the fee schedule. 
  Directing members to use the card in a way that they know will incur fees, without clearly stating that, is misleading and predatory.
  Finally, Modivcare deletes all ride data from the app after 30 days and does not provide members access to their own Explanations of Payment. Members have to call customer service and specifically request this for each ride. This is an unreasonable and unnecessary barrier to access. It also allows Modivcare to make payments with no accountability or explanation, so it is very difficult for members to verify that Modivcare is reimbursing accurately. Given their error rate for processing trip requests, it is understandable that this raises concerns. 
  
  I appreciate the partial resolution of this complaint, but the core issues about the frequent misprocessing, lack of transparency, and barriers to access remain. These problems are systemic and go beyond inconvenience, since they affect members' ability to receive care. I hope that Modivcare will take this seriously instead of dismissing it as minimal.
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** My father ****** ***** of ********, **. was scheduled to have a serious doctor appointment one hour away in *******, ** Your ride failed to show up at all making my dad to be ****************************************************** severe pain!!!One message my parents got was you were on the way and a second message said you were NOT able to pick him up because of a lack of drivers. This is VERY unacceptable and unprofessional!

  

  Business Response

  Date: 06/10/2025

  ModivCare is committed to delivering reliable non-emergency medical transportation, understanding how critical timely access to care is for our members. In response to the members concerns, we conducted a thorough review. The member contacted ModivCare at 7:54 AM, one hour after the scheduled pickup time, to check on the trip status. Unfortunately, the agent mistakenly informed them that a driver was en route, though no driver had been assigned. The agent has since received coaching to reinforce accurate communication of real-time trip information.
  
  As a result of the missed trip, the member had to arrange their own transportation to avoid missing the appointment.
  
  We have made multiple attempts to reach the member to discuss the issue directly, but have not been successful. ModivCare remains committed to improving our service and ensuring a positive experience for every member we serve.

• Initial Complaint

  Date:05/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been having problems with this company paying me off and on for yrs.I spoke with one rep. back in Nov. 24 but can't find her info. about how I am always having these issues. I been seen sending in my trip info for weeks and haven't been paid and when I call the ***** will tell me everything looks ok, then on pay day they find something wrongs then I have to wait for weeks to go through the same thing over and over again. These are some of the trips I have 't been paid for 3/25/25 80085, 3/31 trip 58856, 4/7 95474, 4/21 97624,4/22 89548, 5/12 74238,5/14 69066, 5/15 61532, 5/21 91366. I appreciate your help in this matter.

  

  Business Response

  Date: 06/06/2025

  Upon review, ModivCare found several trips had already been paid. After confirming with our ****************** we identified four trips missing documentation, which we submitted on his behalf. ModivCare spoke with Mr. ****** on June 5 and 6 to review all trips, payment dates, and amounts. He confirmed receipt of some payments via his Comdata card and plans to submit additional documentation soon. We also advised him to ensure his address matches our records exactly, including using PO when applicable. He confirmed he has made this update and will continue doing so. Mr. ****** expressed appreciation for the assistance, noting his confusion stemmed from the payment process and that the guidance was helpful.

  We consider the matter resolved and appreciate the opportunity to assist.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 1st year and a half ********* started providing transportation for ********, they denied my medical transportation. They told me I had to see doctors in my area and test procedures. I told them I live up north in a small town that doesn't provide the medical care that I have to have. After filing many complaints against *********, they started providing me my unlimited medical trips. I also had my primary doctor write why I need to be seen by specialist down in ********* ******** for my deteriorating spine that is almost half fused. On May 1,25 I called Motivcare to set up transportation on 5-18-25 for a test i have to have done or the new Neurosurgeon will not see me. Motivcare canceled this ride for me at the last minute stating they couldn't find a driver. On 5-19-25 I called Motivcare to set up transportation for 5-22-25 to get the test done. They gave me a trip # on there app for setting up transportation to get the test done. They didn't show up today. It was very difficult to keep calling U Of M to check on any cancelations for me to get appointment. I called U Of M today to be able to get the test done this Saturday. ********* said no, not providing me transportation because they need 2 days notice. After everything they have done to me causing significant stress. Now I will have to cancel appointment to see Neurosurgeon on 5-27-25 And start all over again, which can be weeks or months to be seen by Neurosurgeon for failed lumbar fusion done by a different Neurosurgeon at DMC i am in horrible pain to set or walk. Im already disabled from cervical Spine damage that required a fusion. Many people who require transportation with Motivcare are telling me they are having the same issues with Motivcare.

  

  Business Response

  Date: 05/29/2025

  Modivcare is committed to providing dependable transportation services and understands the critical importance of access to non-emergency medical care. Upon further review, we confirmed that trips exceeding 70 miles require prior authorization, per health plan guidelines. One formal complaint was identified related to a January 2, 2025 trip, which was denied after the health plan indicated a closer treating provider was available. While a medical necessity form was submitted directly to the health plan by the physician, ********************** must still obtain authorization for mileage exceptions. To date, only one trip has been denied due to mileage; all other issues were related to provider availability, booking details, or timing.

  
  Additional concerns were raised regarding trips on May 18 and May 22, 2025. The May 18 trip, scheduled for a Sunday, could not be fulfilled due to limited provider availability and was rescheduled by the member without issue. The May 22 trip was denied due to mismatched facility information, and no follow-up was received. The member successfully completed the rescheduled appointment on May 24 and was ultimately able to attend the necessary procedure on May 27, 2025.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23364910
  
  I am rejecting this response because:
  I had transportation without issues ro Neurosurgeon in ******** on 2-25-25 , I had no issues with transportation on 3-12-25 in ***********, I had no issues with transportation on 3-20-25 to ********. I had no issues with transportation on 3-24-25 to West Branch. I had no issues with transportation on 4-25-25 to *******. I had no issues with transportation on 5-8-25 to ************. For transportation on 5-18-25 to ************, Moticare notified me at the last minute saying they couldn't find transportation. I rescheduled apt. On 5-19-25 for medical apt.on 5-22-25 that was crucial for me to have test or Neurosurgeon won't see me. Thr ride said pending. I called Motivcare and they denied seeing anywhere that the trip was sent eventhhough it showed up on there app and I screen shot it. They said not enough time to book ride.3rd attempt to get important test done on 5-24-25 after being beyond stressed out for my last chance to get test done to be able to see Neurosurgeon on 5-27-25 If I missed the test and I would of missed seeing Neurosurgeon then I would have to wait in line for weeks to be seen by surgeon. Surgeon said I'm having failed lumbar fusion and the bones were destroyed by last Surgeon, so now I have to have reversion surgery at L-2 to S-1
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/12/2025

  Thank you for providing additional details regarding your recent transportation experiences. We acknowledge and appreciate your documentation of the successful trips, as well as the challenges encountered in May. While we regret the inconvenience and stress caused by the disruptions on May 18 and May 22, 2025, we want to reaffirm that provider availability and booking timelines can occasionally impact service fulfillment, particularly for weekend or short-notice requests.
  
  We also recognize the urgency of your medical needs and commend your persistence in ensuring the necessary testing was completed ahead of your neurosurgical consultation. Your feedback has been taken seriously and shared with the appropriate teams to support ongoing improvements and to help prevent similar occurrences in the future. Please dont hesitate to reach out for any further assistance.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having trouble with ******* company in ********** . I have called Modivcare six times and wrote two complaints to Modivcare. Nothing has worked. When I speak to a representative they say that they will put my complaint in the computer and I was told that a supervisor will call me but they can't directly connect me to a supervisor. This problem has been going on since February 2025. I have yet to speak to a supervisor.

  

  Business Response

  Date: 05/28/2025

  Modivcare is committed to providing reliable non-emergency medical transportation and understands the importance of ensuring timely and appropriate access to care.
  
  In response to the members feedback, we conducted an internal investigation and confirmed that Modivcare does not have a transportation provider named "***************" within its network. During our communication with the member, we were able to identify NEM Reliable Transport as their preferred provider, and this preference has been updated in the members account.
  
  Additionally, our internal management teams have been notified regarding supervisor callback requests to help ensure they are addressed promptly.

  
  We appreciate the member bringing this to our attention and remain committed to supporting their transportation needs.

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* is marketed as a benefit for seniors. I followed lengthy instructions and installed the app which fives confusing questions about pickup and delivery addresses and times. Finally booked a trip. However it is impossible to use for the following reasons 1) During scheduling difficulties it repeatedly says to call the ************** but never gives a number 2) when transferring during listed open hours it says closed use number which of course is missing 3) when I booked a ride following all the rules and then went on the app to check status it said Denied without any explanation and no way to find out why and no text alerts to warn me 4) the only number I could find to call was technical support so I called it and after a long verification process got an automated system that was useless, finally I asked for an agent 5) the agent finally gave me a number to call (which should have been on the app) but of course it was too late to book my ride.I am a sharp computer literate person, and I can't imagine any Senior with any debilitations being able to figure this out.Whoever is paying for this service is being ripped off! Impossible to use, no customer support of any kind and useless for seniors who really need it.

  

  Business Response

  Date: 05/20/2025

  Thank you for the submitted feedback regarding the Modivcare app experience. Modivcare is committed to providing reliable services and recognizes the critical importance of access to non-emergency medical care. 
  
  An internal review identified opportunities for improvement regarding missing contact details, unclear hours of operation, and limited visibility into trip denial reasons. While some limitations are due to current system design, the concerns have been shared with the IT and Product teams for future consideration. Modivcare has contacted the member to confirm that the feedback has been formally escalated.

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it Maybe Concern Hi my name is ***** L ***** I am making a complaint against Modivcare about my mileage Reimbursement from 2024 up to 2025 for my trips to and from my doctor's appointment I been dealing with modivcare about my money for a minute now come to find out that they had my name mix up with another ***** A ***** that lives in ************ ************** with the address ******************. *************************** zip code ***** ... I called modivcare serveal times and told them that they had me mixed up with someone else that has the same name with a different middle name with a letter A they always telling me that they been keeping my trip checks because I owe them and I asked why do I owe you for I was told because they already paid me and I keep telling them that they only sent me two checks on December 27/2024 of $235.84 the next check that they sent was December 13/2024 $243.88 they climbed that they sent me a check for a $148.78 on November 15/2024 I am so tired of trying keep explaining my self to Modivcare the same thing my care manager comes to see me every three months and I told her about this situation and I also spoke with ***** A ***** that lives in ************ and I showed her the paperwork that modivcare sent to me and she started to me that she also been having problems with the mix up that she also so called modivcare about this problem when I spoke with ***** A ***** it was on May 5/7/2025 she did stated to me she was wondering why was she getting all of theses checks that she deposited that checks in her account we did exchange emails and phone number her email is ******************* her phone number is ************* .. and when anybody calls modivcare they always ask for all of your information and you always gets a trip number on all of my trips logs has signatures of my doctor's appointment and doctor's name's and I don't understand why.***** L *****

  

  Business Response

  Date: 05/19/2025

  Thank you for the feedback. Following internal review, it was identified that although checks were assigned to the appropriate account, the address on file was incorrect. As a result, payments may have been delivered to another individual with the same name. The signatures on checks dated 12/13/2024 ($243.88) and 12/27/2024 ($235.84) appear inconsistent, indicating possible misdelivery.

  The Claims team is actively reviewing all associated trips to ensure payments and retractions were processed accurately. Given the number of trips involved, this review may take several days. The team is also working to verify the status of the 12/13 payment and whether transportation services were provided to other individuals under the same account.

  Attempts have been made to initiate contact by phone to gather additional information needed to proceed. Modivcare remains committed to a fair and thorough resolution.

  Customer Answer

  Date: 05/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** L *****

  Customer Answer

  Date: 06/02/2025

  hear's is some copies of my trips that I haven't sent in to Modivcare for my Mileage Reimbursment because I am afraid to send them in because I feel like I want get my money for my trips like the first time I called modivcare today on 5/30/25 I was told that a check was mailed out today for $270.70 I program there Amp on my phone but I don't know if this check is for my other trips are what because it should be more than that because ********** is from my house round trip is 238 miles Little River round trip is 126 miles so this is why I'm emailing them to you so that you could see. 
  Everytime I contact modivcare they do record the conversation I wanted to let you know this as well. I look forward to hearing back from you.

  

  Business Response

  Date: 06/06/2025

  In response to the members concern about unpaid trips and mileage discrepancies, ModivCares ***************** confirmed that several payments were mistakenly issued to the wrong ***** Davismultiple trips mentioned in the rebuttal were impacted. A manual payment of $1,118.88 has been processed and will be issued on the 6/13/2025 check run to the correct address.
  
  Of the trip logs submitted, several were confirmed as mispaid, one was unreadable due to poor image quality, and two have been submitted to Claims for processing. We will provide payment updates to Ms. ***** as they become available.
  
  ModivCare has attempted to contact the member by phone and email without success.
  
  Regarding mileage concerns, all reviewed trip distancesOrangeburg (238 miles round trip) and ************ (126/116 miles round trip)were found to be accurate based on system records and the members previously provided information.
  
  We are committed to resolving this issue and remain available should the member wish to discuss further.

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** L *****

• Initial Complaint

  Date:05/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes I got my doctor's to fill out a medical acessment form for a ride to my doctor's appointment or treatment s Doctor's Signed medical acessment form may1 2025 saying I can not walk to septa or walk ***************** temme phone number ********** I have doctor's appointment they denied my doctor's assment forms please help me

  

  Business Response

  Date: 05/19/2025

  A Medical Necessity Form (MNF) was received on May 9, 2025. After review, the form was denied because it did not include the medical need for the request, which must be listed per the health plans requirements.

  To assist with resolving the issue, Modivcare contacted the ************** and spoke with a staff member named Jasmine. She confirmed the form could be faxed to their office and said she would notify the providers team. Modivcare provided an email address to utilize in case faxing was not an option.

  Modivcare sent the form on May 15, 2025 and May 19, 2025, but it has not yet received a completed copy. Modivcare will remain in contact with the providers office to help ensure the correct form is submitted.