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. has 17 locations, listed below.

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  Modivcare, Inc.

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

  
• 

  Modivcare, Inc.

  Oakton, VA 22124

• 

  ModivCare Inc.

  877 Northpark Dr Ste 100 Ridgeland, MS 39157

  
• 

  Modivcare, Inc.

  Albany, GA 31707

  
• 

  LogistiCare

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

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:12/12/2024

  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 have contacted Modivcare management multiple times about my billing adjustment and they have ignored my calls, messages, texts, and certified letter I sent to their corporate office that was received on Nov 20th 2024. I want this matter resolved **** as this matter has been going on since October 2024 without contact and resolution.

  

  Business Response

  Date: 12/20/2024

  Modivcare has engaged in a conversation with the consumer to address their concerns and is conducting further research to ensure a comprehensive review is completed.
  We kindly ask for additional time to finalize our investigation and will provide an update as soon as possible. Thank you for your understanding and patience as we work diligently to resolve this matter. Our commitment to delivering exceptional transportation experiences and continuously improving our services remains unwavering.

  Customer Answer

  Date: 01/07/2025

  Please do not close this case as it is still unresolved.  I am spoke with ******* at Modivcare and for the past 2 weeks I have had to call her and leave messages each time for her asking for updates.  The only answer she has given me is give her more time to review.  It has been now a total of 2 months without resolution.  I called her today and left a message asking for an update and I didnt receive a response.
  
  Thank you 
  Lecrescia *****

  

  Business Response

  Date: 01/21/2025

  Modivcare has completed the investigation and confirmed that the final payment of $1,124.39 was issued on January 6, 2025. The visitor has been notified and provided with a detailed payment breakdown. With this resolution, we consider the matter fully resolved and closed.

• Initial Complaint

  Date:12/04/2024

  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.

  Refused ride based on policy that three days notice was given. I called three days before and as disconnected by the virtual assistant after being told i needed to speak to a representative. As phone calls already exacerbate my anxiety disorder, and I ent into a panic attack, I called back the next day. The **** *****, and the manager I spoke to, *******, refused to acknowledge that I called yesterday and encountered a technical issue that resulted in the trip not being processed, and only kept repeating that they required three days notice, without actually addressing my complaint at all.

  

  Business Response

  Date: 12/13/2024

  At Modivcare, we are dedicated to working closely with our members to address any transportation concerns. Our records indicate that the consumer reached out to Modivcare at 10 PM on 12/3/2024 to request transportation for 12/06/2024, which falls outside of our business hours. A review of the call shows that the automated system informed the member that the office was closed and advised them to contact us the following day. When the consumer called the next day, a Supervisor explained that the trip request did not meet the required notice period. Modivcare can confirm that the call was managed appropriately. In alignment with Health Plan Policy, ********************** accepts trip requests between 8 AM and 5 PM, Monday through Friday, and requires a minimum of 3 business days notice for all routine appointments. We remain committed to delivering a positive transportation experience and maintaining the highest standards of service.

• Initial Complaint

  Date:12/03/2024

  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.

  Ive been using this company since it was still logistics care. Recently they have been giving me problems making reservations. Representatives are lying saying they have to do verification and they wont allow me to make reservations for all my appointments i never had this issue before until now, my mother books her appointments as well with them so i know when their lying Recently ive been told im not allowed to speak to a supervisor even when i know the representatives be lying. I have multiple disabilities and they are making things harder for me. I usually schedule all of my appointments at one time. Now its a problem, they been canceling my trips saying they were unable to verify appointments. Modicare owes me a lot of money on late cancellation fees, no show no call, transportation and pain and suffering. I do believe i am being discriminated against and would like someone to give me a call. Ive spoken to numerous **** but nothing is being solved. I even filed a complaint on a supervisor name ******** because of her attitude and and not wanting to do her job but yet i havent heard nothing back and its been months. Im constantly having these issues on a daily basis. They took me to an appointment and even refused to take me back home so I definitely need reimbursement on those times. I have numerous complaints about this company and can provide a more thorough detail if someone reaches out. They not booking the appointments correct. Everyone seems like their miserable working there. I need to be able to make my appointments freely and they also refuse to recognize that I am a female i have been born a female but for some reason they refuse to put my correct information or use my correct pronouns which is she and her. They have been causing me to go the hospital more recently from stress and seizures. They would leave me outside in the heat where i was have a seizure from being outside for over 2 hours waiting to get picked up from doctors being closed

  

  Business Response

  Date: 12/13/2024

  Modivcare has been communicating with the consumer via the provided email address and is currently awaiting confirmation of a convenient time for a conversation. Modivcare is committed to collaborating with the consumer to address their concerns.

  Customer Answer

  Date: 01/06/2025

  Hello , i have not gotten a resolution with modivcare please reopen case. Thank you Delijah ******** ********* ****** Kingston

  

  Business Response

  Date: 01/07/2025

  Modivcare informed the consumer that, due to discrepancies in the appointment information provided, the current verification process will remain in effect. This process is scheduled for reevaluation in six months to ensure all trips comply with the health plan's established policies. The member was reminded that all trip detailsincluding the facility address, phone number, and appointment timemust be accurate to facilitate verification. Modivcare values all feedback and remains dedicated to providing support while upholding the integrity of our services.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22636452
  
  I am rejecting this response because:
  Modivcare has been having issues taking me to my appointments. They been putting different addresses because they claim the address of the doctor office doesn't show up. This still does not explain the situation of them taking me to my appointment and refusing to pick me back up. I should not be responsible for what their team mebers did. There have numerous calls about the employees putting in the wrong information for my trips.
  Sincerely,
  
  Tyshauna Biahop

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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.

  On 4/4/24 a driver from Modivcare named ***** arrived to take ***** to a doctor's appointment at **** Family Chiropractic. A few minutes later, he claimed that the appointment had been cancelled and left. He did not drive ***** to the appointment. **** had to pay $23.98 for an **** ride for ***** so she could get to her appointment on time. ****** daughter ****** called Modivcare and said that we did not cancel the ride. Also, the man she talked to at Modivcare said that nothing was cancelled on their end and that **** could be reimbursed for the ride. ****** has contacted Modivcare a number of times, but **** has not received his reimbursement. **** is 92 years old and a ******* veteran.

  

  Business Response

  Date: 12/12/2024

  At Modivcare, we are committed to collaborating with our members to resolve any transportation concerns. In this instance, an internal review found that the trip was incorrectly canceled due to the automated system misinterpreting the caller's request. Modivcare has contacted the consumer and is currently awaiting a return call to obtain the receipt and to discuss reimbursement details. We are eager to work with the consumer to ensure their concerns are addressed and resolved. 

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22635910
  
  I am rejecting this response because:

  I would like to be reimbursed $23.98.  My daughter has requested that all communication be through the BBB.

   

  Thank you.

  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 12/16/2024

  Hello,

  Here is the **** receipt from 4/4/24 that you requested.  

  Thank you.

  Customer Answer

  Date: 12/19/2024

  This is ****** Zappa ******.  I'm the daughter/DPOA/HCS of **** *****.

  Im filing the complaint on behalf of **** *****.  His address is ************************************************************************  He is disabled.

  Thank you.

  Best, 

  Flavia

   

   

  

  Business Response

  Date: 01/13/2025

  Thank you for providing the additional information. As a result, the payment has been processed and will be issued via check on 1/15/2025. We kindly ask to allow up to 30 days for the check to arrive. For any questions or concerns regarding reimbursements, please contact our Claims Team at ************.

  Customer Answer

  Date: 01/15/2025

  Please close this case and list it as resolved.
  
  If my dad does not receive the check in 30 days, I will ask you to reopen the case.
  
  Thank you.
  
  Best,
  Flavia 

• Initial Complaint

  Date:12/02/2024

  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.

  On December 02, 2024 I called Modivcare to schedule a ride for my minor child. I explained that the ride is for the following day. I explained that we stay at a DV shelter, my car died unexpectedly, my income is zero, my son has autism and other disabilities, havent seen a ** for 1.5 years, he has exposed tooth root and I need to make it to the appmnt. She said its not an urgent appmnt and I need to reschedule. I insisted. She called the dentist and front desk told them its cleaning. It isnt cleaning and she didnt know what she was talking abt. I said given my situation, they should schedule or let me talk to a supervisor. She said she will email and supervisor will call me WHEN ONE IS AVAILABLE. I emphasized that my son is in pain, appmnt is tomorrow, I need a call back today. She said for her to schedule, it needs to be an urgent appmnt. I said - like what, he needs to die? She mockingly said he wont die from a broken teeth. These people are ********* unprofessional and disrespectful. They arent medical professional, nor is the dentist front desk staff. They should use discretion in scheduling or have a supervisor be available the same day bc life happens and people cant always give 3 days notice.

  

  Business Response

  Date: 12/12/2024

  At Modivcare, we are committed to working closely with our members to address any transportation concerns. Our records indicate that the trip was requested on short notice. Per policy, Modivcare must verify the urgency of all trips requested without sufficient notice that do not meet the established urgent criteria. Upon reviewing the call, we identified areas for improvement and collaborated with the relevant management team to address the feedback. During these discussions, we emphasized the importance of clear and effective communication with our members. These efforts reflect our ongoing dedication to enhancing service reliability and ensuring the prompt resolution of any concerns.

• Initial Complaint

  Date:11/25/2024

  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.

  On September 30, 2024, ModivCare didnt send a vehicle to take me back home, despite my multiple phone calls to them for a ride back home. I had to contact **** and pay $56.51 (copy of receipt attached) for a ride back home. When I returned home, I immediately filed a grievance complaint against ModivCare with *******I have submitted all info requested in a cerified letter dated 11/04/2024 to ModivCare, (copy attached) and followed up by phone without success. Also attached is a copy of theUSPS, receipt. Awhile back I had to forgo a reimbursement ($62.40) because of the modus operandii of Movidcare. I herby give you permission to access my Humana account ********* DOB **********.. You may also request to review the phone calls I made to ModivCare on 09/30/2024, between 3 to 6 pm and calls made in November 2024.Thank you, ****** ******* Cell ****************

  

  Business Response

  Date: 12/02/2024

  At Modivcare, we are dedicated to collaborating with our members to resolve any transportation concerns. Following an internal review, we identified that the missed appointments were caused by the providers failure to arrive or notify Modivcare of any delays. To address this, Modivcare has contacted the consumer and processed an out-of-pocket reimbursement.

  
  In addition, we have worked with the relevant management team to address transportation delays with our transportation partners. During these discussions, we reinforced the importance of clear and effective communication with Modivcare. These actions are part of our ongoing commitment to improving service reliability and ensuring prompt resolution of any issues.

• Initial Complaint

  Date:11/22/2024

  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.

  I have several complaints against this company! **** ***** You have to yell your head off trying to get it to understand you when you call to set up a ride! They show up when they want to and park away from your apartment so I have to **** them down they never park by my building! Earlier this week they came to pick me up they only texted my phone was in the other room I could have heard it ring or my landline but they never called either! I missed my 3rd appointment because of these people!

  

  Business Response

  Date: 12/12/2024

  At Modivcare, we are committed to working closely with our members to resolve any transportation concerns. Following an internal review, we discovered that the building number was not included in the member's profile. To address this, Modivcare has reached out to the consumer to update both the physical and mailing addresses and ensure the building number is added for accuracy.  Additionally, we collaborated with the appropriate management team to address delays with our transportation partners. Through these discussions, we emphasized the importance of maintaining clear and effective communication with Modivcare and the Member. These efforts aim to enhance service reliability and ensure timely resolution of concerns moving forward.  

  Customer Answer

  Date: 12/12/2024

   
  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. Just change the ride indicater to stop send us text that our rides have been cancelled when they are still open!
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair 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 required medi*** transportation services for the past 3 years. I have state provided medi-*** through ***************************. I obtained authorization via state fair hearing to receive treatments as a covered service. I have been receiving these specific treatments for over 3 years now. **** had previously been *********'s transportation provider and never once refused to transport me. Modivcare now provides CalOptima's transportation services. Over the past 4 months and without any refusal, Modivcare has provided "covered" rides to my treatments. Three weeks ago agents began to refuse transportation and stated that my treatments were not CalOptima covered services (they are covered, I have had authorization for years, and Modivcare has already taken me to these locations prior). No amount of explanation was accepted by Modivcare. Modivcare demanded for CalOptima to book my rides. However Modivcare cancelled the "CalOptima" booked rides citing CalOptima doesn't cover my treatments. As I have confirmed ********* does provide me this covered service and had their own representative book my rides. Eventually after conference ***ling both businesses multiple times, I was able to get my rides scheduled. Afterwards I was able to book my own rides for a short time. However as of 11/14 I have been denied transportation to this covered service again. Modivcare states that my treatments are not covered by CalOptima (they are). I ***led CalOptima and filed my second grievance against Modivcare. I had filed a grievance with CalOptima the first time this occurred. I have had to cancel medi*** appointments due to Modivcare's abrupt refusal to transport me. I attempted to speak with a manager at Modivcare but one did not answer in over 20 minutes. The agent on the phone said they could not wait and help me after stating my service is not covered, and then hung up.

  

  Business Response

  Date: 11/20/2024

  Modivcare takes the responsibility of providing transportation very seriously, recognizing that our members rely on our providers to access essential non-emergency medical services. In response to the consumer's transportation concerns, we engaged in a detailed discussion to address their issues.
  
  Following these events, Modivcare conducted an internal review and discovered that our policy does not explicitly include the requested treatment type under the "covered services" section, leading to confusion among the *********** representatives regarding coverage eligibility. However, Modivcare confirmed that the member's health plan authorized the treatment type. Additionally, we held discussions with the appropriate management team to emphasize the importance of maintaining clear communication with our members to ensure their needs are met. These measures are intended to provide support and facilitate the timely resolution of any concerns.

  Customer Answer

  Date: 11/20/2024

   
  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:11/02/2024

  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.

  Completely unreliable Multiple incorrections involving ride scheduling **** times left stranded Filed or sent numerous complaints to company only to have issues not resolved or ignored **** times denied or made to feel incorrect about very serious complaints Too many occasions where rides are called before or way after appointed time.

  

  Business Response

  Date: 11/12/2024

  Modivcare takes the privilege of providing transportation services to our members very seriously. All of our efforts are dedicated to providing the best transportation experience for members, and we are continuously improving upon these services.
   
  It is our practice to work with members on any transportation concerns. In this case, Modivcare had a conversation with the complainant regarding their concerns, and the next scheduled trips were monitored for success.  Additionally, the appropriate management teams were advised of the transportation discrepancy for further action. 

• Initial Complaint

  Date:10/25/2024

  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.

  This man is letting his workers drive around a very unsafe ven. A couple of them. I've talked to him a couple times about something being wrong with. He blew me off. Now the wheel bearings are so bad the tire is about to fall off. Not exaggerating. Told the women to keep water in the vans also and won't get them fixed. His job is to pick people up and take them to their doctors appointments. Safely. Well we aren't safe at all. It's running hot the wheel bearings. The attitude. Cnc transportation his name is **** ******

  

  Business Response

  Date: 11/12/2024

  In response to the member's concerns, we reached out to the consumer and excluded this provider from their profile. Modivcare prioritizes the safety of our members, and therefore, the appropriate management teams have been notified regarding the vehicle concerns for further action where necessary.