Complaints
This profile includes complaints for Modivcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 408 total complaints in the last 3 years.
- 207 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/24/2024
Type: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 October 23 I was given a trip number for mileage reimbursement . My trip to ******************** in *********** is 156 miles one way. I was told I would get 100 miles each way per my ***************** I am making a trip for tomorrow to same location.i have been told by your agent that she can not make milage reimbursement for Over 100 miles. She transfered us to ******. ****** said we would get. 200 miles round trip. Another Modivcare agent is refusing it too. Please help us get the 200 miles round trip that we qualify for. We have never had the problem until today. I am getting ready for Brain surgery and I don't need to spend an hour on the phone with them. Please help. Thank you.
Business Response
Date: 11/13/2024
At Modivcare, we prioritize working closely with our members to address any transportation concerns. In this instance, we spoke with the consumer and confirmed that trips have been created for payment, which will issue on Friday, the 15th. Additionally, the account has been notated to ensure the member will receive the approved mileage pay limit for trips to locations beyond the mileage limit in the future.Customer Answer
Date: 11/25/2024
Sorry for not getting back to you sooner. Thanks for the BBB's help in getting my issue with Modivcare taken care of. Life's been a bit hectic of late. I now have a corporate ***** phone number for the future. Have a wonderful day and Happy Thanksgiving to all of you at the BBB!
***** ******Initial Complaint
Date:10/23/2024
Type: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.
Provider Requires 3 day ahead Booking For Appointments. Requires Phone app personal information to be filed, then ignores that information and uses old contact information from 20 years ago from old insurance as excuse for not providing services for emergency medical needs to disabled Individuals. When attempting to update misinformation, Clients are sent to foreign call center, then placed indefinitely on hold for tech support. just to update a phone number. which, for some odd reason, isnt the number which was input during signing up for the ride services. Bottom line is, the ride never showed. **************** was Excessively rude.Business Response
Date: 11/17/2024
Modivcare takes the responsibility of providing transportation very seriously, recognizing that members rely on our providers to access vital non-emergency medical services. Regarding the consumer's contact information concerns, we spoke with the consumer directly and updated their phone number in our system.
Following this, Modivcare conducted an internal review and informed the appropriate management teams to identify the cause of the error and implement measures to prevent its recurrence. These steps aim to ensure clear and effective communication with members and a prompt resolution process moving forward.Customer Answer
Date: 11/22/2024
Complaint: 22463875
I am rejecting this response because: Information has NOT been updated as of 2:54pm 11/22/2024. All Telephone Attempts to correct information is forwarded over seas & indefinitely placed on hold. THIS INFORMATION IS WHAT IS GIVEN TO THE DISPATCH AND THE DRIVERS TO CONTACT ALL CLIENT/s for pick-up's and Drop-off's. All other profile information is ignored. as seen above, not even my address is available. And when they call the wrong number to inform me the driver is there and nobody answers, they just leave. How is this helpful ?
Sincerely,
****** ******Business Response
Date: 12/06/2024
At Modivcare, we are dedicated to collaborating with our members to resolve any transportation concerns effectively. Following our investigation, we confirmed that Modivcare now has the correct phone number and address updated in our operating system. We are also working with our IT team to ensure this information is accurately reflected in the application. In response, we engaged directly with the consumer to review and address their feedback. Furthermore, we have continued our partnership with the appropriate management team to address the technical insights brought to our attention.Initial Complaint
Date:10/23/2024
Type: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 10/22/24 I contacted Modivcare to verify I had transportation for my appointment the next day and they confirmed that I did. Then in 10/23/24 I had to call them various times because I never got picked up. They even alleged that a driver had come to pick me up and that he spoke to security and that they couldnt find me, which is not true because security does not need to find me if its from a transportation company, and I also spoke to the security supervisor and they said that was not true. The last representative I spoke from Modivcare said she was going to send a Lyft (it was already past my appointment time, which was at 10am) and then Lyft sent me a message that they canceled. So I had to take transportation on my own. I called and spoke to another representative and she said they may or may not reimburse me after their incompetence and negligence. I want to make sure they reimburse me for the Transportation I had to take on my own , which is $15.84.Business Response
Date: 10/29/2024
Modivcare takes the responsibility of providing transportation very seriously, recognizing that our members depend on our providers to access essential non-emergency medical services. Regarding the concerns, we have addressed the issue by speaking with the consumer and have processed the receipt for payment. Additionally, the appropriate management teams were advised of the transportation discrepancy for further action.Initial Complaint
Date:10/14/2024
Type: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 need help getting logical gas reimbursement from this company. My appointment was 10/11/2024. Trip#******. I made Modivcare aware 2days before appointment date that the Transportation provider they assigned wasn't able to accommodate the trip. Yet they didn't remove the provider. They only started seeking a provider day before my appointment date. So i had to struggle to find a ride. Modivcare has always sent me $14.72 gas reimbursement. I had to borrow $50 to pay ****** ****** to take me to my appointment. Modivcare should be responsible for my out of pocket because of their negligence. I always call Transportation providers myself to confirm bcuz numerous times Modivcare will assign drivers that they haven't even contacted, so I don't trust them. I've already sent in gas reimbursement form. Trip#****** Date:10/11/2024Business Response
Date: 11/11/2024
Upon receiving the rebuttal, Modivcare reviewed the feedback further. In this case, Modivcare was unable to secure transportation due to a late reroute and spoke with the member, who opted to utilize gas mileage reimbursement. Modivcare is dedicated to ensuring reliable service and continues to encourage the member to reach out for assistance with any future needs or concerns.Initial Complaint
Date:08/21/2024
Type: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 June 21 2024 at 11:20 AM had an appointment and when I finished the appointment I call Modivcare for a ride back home at 12:12 PM, the lady I was talking to, I gave her all my information she knew my phone number and hang the phone on me and never called me back , it was a decision on calling back or take the bus that was close to me, I call to complaint and told everything to tell modivcare that the lady hang up on me and never call me back, I told the person to give me a complaint number and to send me a letter of the complaint or I was going to complaint to BBB, I gave them many chances but that's how they do business. the clomplaint number is ********.the driver called me back for pick me up at 2:48 PM I was already at home.Business Response
Date: 10/02/2024
Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the member's request, we have mailed the grievance letter.Initial Complaint
Date:08/14/2024
Type: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.
Driver did not show up. Called the company three times. Each time I was told they had contacted the driver and he was three minutes or less away. Nearly an hour after scheduled pick up time I was told driver had not been permitted to enter the property. Had to reschedule the doctor appointment and am now being told insurance coverage has "timed out.". It's their fault I had to reschedule and they are not willing to rectify their bad performance. I believe I was given incorrect information when I was told the driver was within minutes of arriving.Business Response
Date: 09/17/2024
Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the member's out-of-pocket expense, Modivcare and the complainant have reached a solution to address the concern.Initial Complaint
Date:07/31/2024
Type: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.
Just yesterday, July 30, 2024, I created an account for modivcare.com -- or so I thought. I had programmed a trip for Friday and needed to program another for August 7, so I attempted to log into the site to change it. At first, I was operating on my smartphone, but I saw that on the smartphone, there was no way I could update my address; I relocated from that address on April 8, 2024 and the address I have on this complaint is my current address. I came home, tried to log in again, but then the site rejected me, claiming I had tried too many times to log in, so my account is now locked! It is not my fault that their mobile app does not allow address changes; that should not be the case. However, to use those attempts to log in to update an address that failed and lock me out of the account is unforgivable. I have to add that what I did on my smartphone was not a login but an attempt to update outdated information, but apparently, that counts against me as a failed login. The mobile app did not require a login, so there's no logic at all in the system if that is the case.Business Response
Date: 08/26/2024
Modivcare's IT department would be more than happy to assist, please contact ************.Initial Complaint
Date:07/30/2024
Type: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 followed the procedure to become an approved driver for my minor child. I followed instructions per modivcare ***resentative on how to fill out drive log for reimbursement and where to send a copy of the log. On Tuesday May 14, 2024, I emailed my drive log to virginia.billingoperations@modivcare as instructed. I have never heard back from modivcare regarding this reimbursement log, nor have I been reimbursed. I called Modivcare to follow up on this matter multiple times over the week of July *****th, 2024 and was transferred around multiple times with no resolution. One ***resentative I spoke with was unable to obtain the standing order for speech therapy twice weekly. Another *** indicated the therapy office needed to call (spoke to therapy office and they indicated they have never had to call modivcare for any matter including a driver's reimbursement). No one had any idea how to help.Business Response
Date: 09/17/2024
Modivcare takes the responsibility of providing transportation very seriously as members rely on our providers to access the non-emergency medical service they need. Based on the complainant's mileage reimbursement concerns, we will work on a satisfactory solution with the complainant.Initial Complaint
Date:05/18/2024
Type: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.
Been riding with ModivCare transport for years and ive always had bad experiences with the company's they've sent me and each agent tells you something different and there rude 3 yrs now I have had a great company finally called STS and now ModivCare wants me to ride with other transport and it makes no sense since all the company are unreliable and ivy the owner of *** says she has no problem getting me still but ModivCare decided to change all thatBusiness Response
Date: 10/28/2024
Modivcare is fully committed to providing dependable transportation services for our members, with a strong focus on delivering the best possible experience and continually enhancing our services. When transportation concerns arise, we address them directly with our members. In this instance, Modivcare discussed the request with the consumer and clarified that while the request for STS is noted, it cannot be guaranteed.Initial Complaint
Date:03/26/2024
Type: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.
It seems that Modivcare no longer reimburses trips for patients. Even though my health insurance company claims patients can be reimbursed for trips by driving themselves. Seems to be a untrue. I still haven't received my reimbursement for a past rude. I just don't see the point of having false promises or offers claimed by insurance like this. Recently, A specialist had faxed over my trip log to Modivcare. I'm not even sure that will get processed. It seems like a waste of effort to even try to get gas reimbursement by filing a trip log form. Yet all the companies working for Modivcare get paid. I know there has been issues with my postal mail for a few years. And have complained to postal managers about delay or returned mail.Business Response
Date: 04/15/2024
After investigation the members concerns, it appears as though there were discrepancies with his gas mileage reimbursement log. The address on the reimbursement form did not match what was on the driver profile set up for the member. Modivcare was able to update the address and process the reimbursement for date of service on 11/3/23. The payment of $5.74 will be processed on 4/19/24. The member has been informed to allow 7-10 business days for the check to process through the mail.Customer Answer
Date: 04/15/2024
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,
*********************
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