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 Solutions

  6606 Abercorn St. Unit 108A Savannah, GA 31405

  
• 

  Modivcare, Inc.

  5600 Wyoming Blvd NE Albuquerque, NM 87109

  
• 

  LogistiCare

  505 E. Huntland Dr. Ste 270 Austin, TX 78752

• 

  Modivcare, Inc.

  75 Broad St Rm 610 New York, NY 10004

  

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:05/06/2025

  Type:Product 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.

  I have been trying to resolve a reimbursement issue with Modivcare since early March 2025, with no resolution or follow-up.On March 6, 2025, I had a round-trip ride scheduled through Modivcare for a medical appointment. I was not picked up for either leg of the trip. I reported the issue the same day and had to arrange and pay for my own transportation both to and from the appointment.On March 13, 2025, I experienced another missed pickup. I contacted *************** and was told the issue would be escalated. I paid out of pocket for an **** to get to the appointment, and a return ride was provided later.I followed up by phone on March 18 and March 28, and each time I was told the matter had been escalated. I also emails on April 6th and April 20, 2025, as I have been recovering from surgery.On May 5, I was told by an agent that the case was escalated again and to call back the next day, May 6, as there had been more than enough time for someone to respond. When I called back, I was informed that rides are not guaranteed and that reimbursement is typically not provided in these cases, which contradicts what Modivcare states on its website and in publicly available ************ of today, no one from Modivcare has contacted me to follow up, and I have received no reimbursement or written explanation. I am a disabled patient relying on this service for medically necessary appointments. The lack of communication and resolution has caused significant inconvenience and financial strain.

  

  Business Response

  Date: 05/16/2025

  Modivcare has been actively communicating with the consumer through the email address provided and is currently awaiting confirmation of a convenient time to speak further. We remain committed to working with the consumer to fully address their concerns.
  
  Following an internal review, we determined that on the referenced dates, the assigned transportation providers failed to transport Ms. **** and did not notify Modivcare of their delays. This prevented us from taking timely recovery actions. In response, we promptly escalated the matter to the appropriate management teams, who addressed the issue with the providers involved. We also reinforced Modivcares policies regarding timely communication of delays and last-minute cancellations to help prevent similar situations in the future.
  
  Modivcare is also reviewing the receipts submitted for out-of-pocket expenses incurred by the member. These will be evaluated for potential reimbursement in accordance with our policies.
  
  Modivcare is dedicated to delivering a safe, reliable transportation experience and remains focused on continuous service improvement.

  Customer Answer

  Date: 05/23/2025

   
  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 as I have confirmed receipt of reimbursement.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:05/05/2025

  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.

  Modivecare paid me ****** and when I called to find out why they sent me a check for ******, they said it was for my Uncle ******* Haneys doctors appointment to ******. I told them I never drove him to his appointment. They told me to cash the check and give it to my Uncle ******* *****. So I did. Then they decided to void out the check causing me to overpay my account. Now I had to pay an overdraft fee of *****. I just want them to pay me back my overdraft fees.

  

  Business Response

  Date: 05/12/2025

  We apologize for the confusion and inconvenience caused regarding a trip for our member, a relative of the visitor. Due to a system error during trip approval, payment was incorrectly issued to the members niece, Crystal, instead of Mr. ****** While she followed verbal guidance from a representative and transferred the funds to the member, the check was later voided without documented notice, resulting in an overdraft to her account.
  
  After reviewing the situation, Modivcare has approved reimbursement of the $35 overdraft fee to resolve the matter issuing on 5/23/25. We regret the miscommunication and appreciate the opportunity to address the concern.

• Initial Complaint

  Date:05/03/2025

  Type:Customer Service 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 have had an issue with being denied transportation on SEVERAL occasions to the point Im about to be discharged from my physical therapy due to this. The state of ******** offers transportation to members who are active with ******** and are going to medical appointments. According to the state website and my insurance handbook, the only things that need verified are that I am eligible, its a covered service ride, and a 3 days notice is needed. I am being told I cannot be picked up at my parents residence, that I go to on weekends, to go to my appointments on Monday mornings. I have spoken to ******** and my insurance on SEVERAL occasions, putting in grievances, and being told I can be picked up and dropped off where-ever I choose. There are no stipulations stating I cannot. I have asked to speak to a manger from Modivcare on 2 separate occasions, most recent 4/28/25, and get told that a message will be put in. I have NEVER received a call/email to discuss this issue. I have been told to call back at 7am to speak to the local office and NEVER get to speak to anyone. Ive had very ignorant customer service **** call me and state they are denying my trip because I need to change my address with social services. That has absolutely NOTHING to do with my rides AND they have my correct address. Also, there is nothing that states there is a cutoff time to request for transportation. I just found that out. If we are giving 3 days notice like we are required, it shouldnt matter what the time is when its being requested! I am legally entitled to medical transportation and its getting to the point that my medical care is being jeopardized because of this nonsense. Its to the point I need to contact a lawyer, but figured Id start here. I am attaching the handbook from my insurance and state of Delaware rules for transportation as well. **************************************************************************** *******************************************

  

  Business Response

  Date: 05/12/2025

  Modivcare acknowledges the members concerns and regrets any confusion caused. While members are expected to maintain an updated residential address with ********, 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. In this case, a misunderstanding between staff led to trip denials on 4/26 and 4/28. Coaching has been provided, and clarifying notes have been added to the members file. Regarding scheduling, ride requests must be made three business days in advance by 4 PM, per our contractual requirements. We appreciate the opportunity to clarify and apologize for the inconvenience.

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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.

  Have attempted to request Ride IDs from past Mileage Reimbursement Rides from but cannot get information from ***** ******** ******************************************* date:Mar 6, 2025, 11:43AM.I have since received Ride IDs for *******, but I need Ride IDs from September 2024 thru April 2025 in order to submit Mileage reimbursement forms

  

  Business Response

  Date: 05/05/2025

  Modivcare is committed to providing reliable transportation services, recognizing the importance of access to non-emergency medical care.
  
  The requested trip numbers have been provided, along with appropriate contact information to support timely assistance. This includes guidance on how to reach the relevant team directly, when needed. These actions are part of our ongoing commitment to improving service reliability and ensuring prompt resolution of any issues.

• Initial Complaint

  Date:04/24/2025

  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 am filing this complaint against Modivcare, a vendor contracted by my insurance provider, for their mishandling of a refund issued after a traumatic experience with one of their contracted drivers, paid for through Modivcare.After submitting my complaint, the ride share issued a refund of $22.82 for the January 25, 2025 ride, which Modivcare claims to have not received. On April 2, 2025, the insurance company arranged a conference call with Modivcare, where supervisor Gwai N. stated that they had not received the refund, despite an email from the ride share confirming that it had been processed.Two different departments within Modivcare continue to deny receipt of the refund, each blaming the other, and I have received no clear resolution. This lack of accountability and transparency is troubling, especially when Lyft has already confirmed the refund was processed and applied.I do not believe Modivcare should profit from my traumatic experience. I am simply requesting that the credit already issued to Modivcare be honored by applying it toward one additional or complimentary ride on my account, as I was the rider directly impacted by the incident. Despite multiple attempts to resolve this, Modivcare has failed to rectify this issue.I would greatly appreciate your prompt attention to this matter.

  

  Business Response

  Date: 04/30/2025

  Modivcare is committed to providing reliable transportation services, recognizing the importance of access to non-emergency medical care. In response to the member’s concerns, we conducted a thorough review.
  
  Lyft confirmed that the driver was blocked from future pairings with the member and that the ride details were shared internally for further review. As an act of good faith, Lyft processed a refund to the original payee, Modivcare. At this time, there are no charges or credits owed to the member. 
  
  We attempted to contact the member on multiple occasions to discuss the matter directly but were unable to reach them. Our team remains committed to ensuring a positive experience for those we serve.

  Customer Answer

  Date: 05/01/2025

   
  
  Complaint: 23247061
  
  
  
  I am rejecting this response because the original questions were not addressed.  I also have concerns about how I was contacted. I hope this message helps us come to a quick resolution and understanding.
  
  1. $22.82 Refund and Ethics Concern
      Modivcare states, “As an act of good faith, Lyft processed a refund to the original payee, Modivcare.”
      • Q: Did Modivcare send this $22.82 refund back to Lyft? Please answer "yes" or "no."
      • Q: If yes, when did you send it back?
      • Q: If no, why not?
  
  2. Why Was My Request Denied?
      If the $22.82 credit was not returned to Lyft, it seems Modivcare benefited from Lyft’s goodwill gesture towards me, due to my traumatic experience. I did not request a monetary refund from Modivcare. I originally requested that the $22.82 credit from Lyft to Modivcare, be applied to my Modivcare account as one additional ride. 
      • Q: Why did Modivcare say no when I asked for one credited ride?
  
  3. Improper Communication
      “We attempted to contact the member on multiple occasions to discuss the matter directly but were unable to reach them.”
  I have no record of receiving a voicemail or email from Modivcare. If the representative contacted me from an unrecognized or unpublished number, I would have been unable to identify the caller as Modivcare and was not informed in advance to expect a call.
      • Q: Did Modivcare leave a voicemail? If so, when?
      • Q: Did Modivcare send an email? If so, when?
  
  Request for Resolution
  To resolve this, I ask that Modivcare either:
      • Provide me with one credited ride because of the refund issue, or
      • Explain clearly why this has not been done, even though Lyft gave a refund to Modivcare

  
  Sincerely,
  
  
  
  Stephanie Goodwin

  

  Business Response

  Date: 05/12/2025

  In response to the rebuttal, Modivcare contacted the member by phone and discussed their concerns. During the conversation, the member explained that they were seeking resolution regarding a refund issued by Lyft. The member is requesting that this amount either be returned to Lyft or that a trip credit be reinstated to their Modivcare trip allotment.

  
  We explained to the member that Lyft is an independent entity from Modivcare and operates under its own policies and procedures. While the trip was completed and therefore considered utilized in our system, Modivcare is unable to issue a trip credit for this reason.

  
  However, we assured the member that we understand their concerns and have committed to escalating the matter internally. Our team is working to connect with the appropriate parties to explore the possibility of having Lyft re-bill Modivcare for the refund, if feasible.

  Customer Answer

  Date: 05/13/2025

   
  
  Complaint: 23247061
  
  
  I am rejecting this response because, as discussed with the representative, it does not resolve the issue.
  I requested confirmation that the refund of $22.82 has been returned to Lyft. To help move the process forward, I will be following up with Lyft to share Modivcare’s stated position and their point of contact for follow-up, in hopes of clarifying the appropriate process and expediting Modivcare's resolution.
  
  Updated Request for Resolution:
  As a result of our discussion, I am requesting confirmation that the refund of $22.82 has been returned to Lyft, including the date it was refunded. 
  
  
  
  Sincerely,
  
  
  
  Stephanie Goodwin

  

  Business Response

  Date: 05/23/2025

  Modivcare has attempted to contact the member to further discuss her concerns but has not been successful in reaching her. We would still welcome the opportunity to speak with her directly to review the details of the January 25, 2025 trip and address the additional concerns raised in her recent response.
  
  A voicemail has been left with a callback number, and we remain committed to reviewing this matter. We are happy to connect at the member’s earliest convenience.

  Customer Answer

  Date: 05/24/2025

   
  
  Complaint: 23247061
  
  
  
  I am rejecting this response because we have not yet been able to connect. I returned the voicemail on Friday, May 23, 2025, and left a message, but we have not spoken directly. I remain available to discuss the matter and continue to request confirmation that the $22.82 refund has been returned to Lyft, including the date it was processed. I am available to speak on Tuesday between 10:00 a.m. and 11:30 a.m., and Wednesday or Thursday between 11:00 a.m. and 3:00 p.m. EST. I look forward to connecting next week. 
  
  
  
  Sincerely,
  
  
  
  Stephanie Goodwin

  

  Business Response

  Date: 06/13/2025

  ModivCare has a formal process in place with our rideshare partners, including Lyft, to manage trip charges, refunds, and service concerns. In cases where no out-of-pocket payment was made by the member, ModivCare coordinates directly with the rideshare provider to address any financial adjustments.
  
  In this instance, the member reported a traumatic experience to Lyft but declined to share the details with ModivCare. Despite the lack of specific information, we took the concern seriously. Lyft has since unpaired the driver from the member’s account and conducted an internal review to assess whether the driver should continue operating on their platform.
  
  We respect the member’s privacy and remain committed to rider safety and accountability across all transportation partners.

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23247061
  
  
  
  I am rejecting this response because:
  
  1. Unconfirmed Refund Submission to Lyft
  I have not received any documentation indicating that the $22.82 refund was returned to Lyft. If such documentation has been provided, please specify the date and method of communication.
  
  2. Lack of Demonstrated Communication with Lyft and Follow-Through
  The business was made aware that the experience was distressing for me. However, I have received no indication that Modivcare contacted Lyft to validate the issue, despite having been granted permission to do so.  If such communication occurred, please provide documentation including the date and method of communication.
  
  3. Communication Issues and Loss of Trust
  Lyft has demonstrated outstanding customer service, fostered consumer trust, and prioritized safety. In my experience, Modivcare's communication has been lacking. Despite requesting my availability, the business did not contact me during the designated times. This has led to a loss of trust. Accordingly, all future communication will be limited to the BBB website to ensure proper and timely responses.  I will not respond to or engage in phone calls or emails outside of this platform.
  
  Requests for Resolution:
      1. Provide confirmation that the $22.82 was refunded to Lyft, including the date of the transaction.
      2. Provide a copy of the policy that explains why I, as the involved party, am not informed of decisions made in this matter.
      3. Provide the policy that outlines why the business is unable to submit the $22.82 refund to their business partner, Lyft.
      4. Provide documentation of any internal policy or technical issue that has prevented resolution—specifically, why this matter has remained unresolved since January 2025 and why it continues to be delayed.
  
  
  
  Sincerely,
  
  
  
  Stephanie Goodwin

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service 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.

  Hi Modivcare,I want to first say please don't take this personally in anyway and I'm sorry for going to this platform to get my website issue resolved I have an ongoing website issue with my account: *********************** When I reset my password and input my new password in click save this error message keeps coming up.I get the run around from customer support with this issue I'm unable to schedule rides due to this issue I have attached a screenshot of the error message I'm receiving

  

  Business Response

  Date: 04/21/2025

  Modivcare is committed to providing reliable services, understanding the critical role we play in helping members access non-emergency medical care.

  In response to the consumers feedback regarding issues with the application, we conducted a thorough review and determined that the difficulty accessing the system was due to the members profile being inactive at the time.

  
  The profile has since been reactivated, and the member should now be able to request a password reset without issue.

  
  Should any further difficulties arise, the member is encouraged to contact our dedicated *********************** line at **************, option 5, for additional support.

• Initial Complaint

  Date:04/16/2025

  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.

  I am trying to get a trip planned for reinbursment to my **s appt that is a 10 hour round trip. I have been working with them for a couple weeks. The last 6 times I called in to them they all give me different information. My ** is supposed to send a fax to them for necessity to travel to see him. Motivcare gave me 4 different fax numbers plus inacurate info. Its almost like they dont want the consumer to be able to utelize their benefits & get paid for the mileage. They told me twice a supervisor would call me within a couple days. I never got any call back. Today I called & they said that I was never going to get a call back because the supervisors dont make call backs. Then she gave me a 4th fax number. My ** already faxed them the letter they needed to approve the mileage reimbirsement to two different faxes. Now they want me to fax it to another number. My personal **************** medical info are on ***** faxes. Who is getting my *********** private info. I already filed a complaint with my insurance ************************ through a representative about **********. On the 22nd of April I will **ive that 10 hr round trip to physically file that complaint as well. I hope you guys can help me. This is my 2nd appt I have to ***** up as a loss because their misinformation. I feel like they are truly scamming people out of their rights to their health insurance benefits that they say they offer but make it so hard with misinformation you cant redeem it. I think thats called fraud....please help ************* else who may be going through the same with this company

  

  Business Response

  Date: 04/29/2025

  Modivcare has been in ongoing communication with the member and is currently awaiting the necessary form from the referring facility. Modivcare remains committed to supporting the member and addressing their concerns.

• Initial Complaint

  Date:04/13/2025

  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.

  CONTACT ME BY PHONE! Modivcare customer service needs to have customer and service removed from their title and just be called agents because they do not assist or provide service. In my file there are issues with other companies. *** is the ONLY company that I've NEVER had an issue with. ***************** ***** advised I can ride with any company I want as long as they accept the trip. I booked a trip for 04/14/2025 over the phone with an agent and requested ****************** and ****** as preferred driver. I have said I only want to ride with that company or I won't book a ride with Modivcare. Called K3C before I booked the trip to make sure they were available. Received text on April 1, 2025 6:22pm central time that *** was the provider. The day before the trip on a weekend I got a text message at the last minute Sunday April 13, 2025 stating Access Mobility was now the provider. I DO NOT want to ride with Access Mobility because I rode with my daughter where that company was the provider and the service was completely HORRIBLE! The only company that I have ever rode with is K3C Transportation(they are the best) can be confirmed by reviewing my account! Several ***** customers I know have started requesting ***** to use ************** again as booking agent instead of Modivcare because of horrible service! I call K3C directly each time before I book a ride to make sure they are available and if they aren't, I reschedule appointments to days they are available. I have also spoken to ******** who advised I can ride with ANY company that is part of the network and accepts the trip. I also submitted a complaint with ******** because they said it's a form of discrimination and abuse to continue to schedule me with provider I despise. Telling all friends with Cigna/posting on ****************** to file complaints with ******** and have Cigna end contract with Modivcare and use ************** as booking agent! If *** isn't the provider we're boycotting Modivcare.

  

  Business Response

  Date: 04/14/2025

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Modivcare understands and appreciates the preference for K3C Transportation; however, we cannot guarantee the assignment of a specific provider for every trip. Our primary goal is to ensure that all members are transported safely and reliably to and from their appointments, regardless of the assigned provider.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23198303
  
  I am rejecting this response because: Modivcare ALWAYS has the same cookie cutter response. The company they switched to Access Mobility with ******* as the driver was driving 75 miles on the interstate and checking text messages! It is against the law in ******* to even have your phone in your hand while driving for ANY REASON! You must have a handsfree device. If that driver had a wreck and injured me I was going to sue the pants off Modivcare and the company Access Mobility. I spent 1.5 hours with a Cigna Health spring supervisor and Modivcare who told you I can ride with ANY provider as long as they accept the trip. *** accepted the trip on April 1st and Modivcare changed the provider on Sunday April 13th. I'm starting a petition to have ***** end the contract with Modivcare and go back to ********* Care as their transportation broker! Modivcare is HORRIBLE and the agents are rude and makes you feel as you are disturbing them when you call. I filed a complaint with ******** to investigate Modivcare! ******** has also said I can ride with who ever I want if the are in network!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/25/2025

  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.

  ModivCare has been scheduling me with a transportation provider named PDP and Ive asked ModivCare to exclude this company From my profile. They always bring me to my dialysis treatments late which is terrible for my health. I need every minute of these treatments but since Im always late ai end up getting3-1/2 hours instead of 4 hours. This is terrible for my health care and dangerous as well. Plras help

  

  Business Response

  Date: 04/01/2025

  Modivcare takes all feedback seriously and we are committed to ensuring a reliable transportation experience for our members. Ms. ****** reported ongoing delays and service disruptions with transportation provider PDP, which impacted her dialysis appointments. Upon receiving her concerns, we conducted an internal review and confirmed service inconsistencies. As a result, corrective action was taken, and PDP was removed from her trips.

  To address her needs, we reassigned her transportation to ************, a provider with a satisfactory performance rating and informed Ms. ******* of the change. Additional monitoring measures were put in place to ensure service reliability moving forward.

  We appreciate the opportunity to address this matter and remain committed to providing the best possible service to our members.

• Initial Complaint

  Date:03/25/2025

  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.

  On 2/7/25 in sent in a trip log to be reimbursed for food, and milage 2391 and ***********. I called an talked to the ***** to see if they received it, they claimed they did. A few weeks later never received a check this has been going on for weeks. I resend info look for payment it never comes. talked with a **** this past Friday she told me to resend it and make adjustments and so forth. I get the run around and never get paid. I also resent another trip log I haven't been paid for trip ****** for 3 12/25. I have had trouble getting paid by them in the past and need help. I appreciate your help.

  

  Business Response

  Date: 04/02/2025

  Our review found that the member/driver was using an outdated GMR log containing incorrect contact information for claims. While the necessary forms were eventually received, they were incompletemissing trip numbers on meal and hotel receipts, an incomplete GMR log, and a drivers address mismatch.

  These issues have been corrected, and the required documents were submitted for reimbursement related to the 2/2/25 trip, as well as a return trip on 2/5/25 that was not initially mentioned in the complaint. The driver will receive the reimbursement loaded onto their Comdata card on 4/11/25.

  We encourage the member to contact Modivcare directly to assist with any additional concerns or questions they may have.