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

  3000 Town Center Southfield, MI 48075

  
• 

  Modivcare

  2 CityPlace Drive, Suite 425 Saint Louis, MO 63141

• 

  Modivcare, Inc.

  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:02/14/2024

  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 am 63yrs old and have *************************** through my Kansas state KanCare program. I believe my civil rights have been violated by the transportation service program ModivCare. I have continuously sent the required documents that are required. The company name changed from ************** to ModivCare which I was informed my document would still be accepted. I have faxed the Logistics form along with a ModivCare one and the ModivCare was acknowledged and the ************** form was ignored. After numerous emails and faxes along mailing the logistics care form it is still being ignored. I have been told many different stories as to why this continues with no resolution. It will be a year next month.

  

  Business Response

  Date: 11/17/2024

  Modivcare takes the responsibility of providing transportation very seriously, understanding that members depend on our providers to access essential non-emergency medical services. Regarding the consumer's mileage reimbursement concerns, we spoke with the consumer, who confirmed that the issue was resolved with the requested payment disbursement.
  

  Following these events, Modivcare conducted an internal review and notified the appropriate management teams to take further action. This ensures that clear and effective communication is provided to members regarding the necessary steps for a prompt resolution in the future.

• Initial Complaint

  Date:01/25/2024

  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.

  We are supposed to able to schedule rides for medical appointments with ModivCare through ***************** Medi-Cal. We have been very unsuccessful at least 6 times. We have scheduled appointments well in advance and come the day of the appointment we call when they don't show up and are told the ride was cancelled. No calls or texts were sent to notify of the cancellation. We have missed crucial doctors appointments for my stepson. Most recently (1/24) we scheduled 2 weeks in advance, received the confirmation text after scheduling and received confirmation the day before the appointment. Day of I call after they aren't showing up and find out that they see the ride but it wasn't assigned to anyone. They never have answers as to why the rides are cancelled and we are not notified. We have even been given to the escalation department and still no resolution. How are we supposed to get my stepson to crucial appointments when we cannot rely on this company?

  

  Business Response

  Date: 09/17/2024

   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. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 21201164
  
  I am rejecting this response because:

  We missed so many appointments because they didnt show up. I would schedule and get confirmation numbers and even get text verification the day before but come the day of there would be a no show. When I would call they told me that a confirmation number didnt mean that there was transportation.  We had to secure a transport van on our own so we wouldnt miss any more crucial doctors appointments.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/15/2024

  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.

  On 6-9-23, I submitted a claim to Modivcare because no driver showed up for 6-5-23 transportation reservation. I ended up taking an Uber to my appointment since the transport I arranged through the service failed. Over the next few months, I spoke to many agents and supervisors over the phone regarding the issue. I was told that claim reimbursement was processed 7-7-23. After that date, multiple Modivcare people confirmed claim was approved and in progress. After my last call to check status, 10-12-23, the agent recommended I fax a claim redetermination which I did. *** spent over 10 hours trying to get my Claim Amount Paid out of Pocket: $37.98.

  

  Business Response

  Date: 02/05/2024

  ModivCare has investigated the feedback and can confirm that a provider was unable to be secured for the trip, as such, the member secured their own ride. ModivCare has processed reimbursement for the requested amount, set to disburse on 2/9/24.  

  Customer Answer

  Date: 02/07/2024

   
  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. If I do not receive a payment as described in the business response, I will reopen complaint or follow the process recommended by BBB for satisfactory conclusion.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/12/2024

  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.

  My health care provider uses/Pays *********** Transportation as a benefit for its members to help us to get to doctors and or medical appointments etc. There have been times when *********** has not arrived or not shown up on time and we have had to drive ourselves and this allows us to get allows us to get reimbursed x** per mile for the use of are on vehicle which is allowed and agreed upon as we have the form signed by the doctor and sent to *********** for payment. I have faxed the form several times as I was supposed to and also attempted to e-mail the form as instructed but I believe I might have made a mistake since it was returned more than once. I spent a number of times on the phone trying to call and confirm the e-mail but had not luck.

  

  Business Response

  Date: 01/25/2024

  ModivCare has looked into the feedback and can confirm that the mileage reimbursement trips were not set up after the providers failed to arrive. This has been corrected and the trips for 4/18/23 and 4/19/23 has been submitted for payment. The trip for 4/24/23 cannot be reimbursed as the member contacted ModivCare several hours after the scheduled return time to report that the provider never arrived and that they were charged a $35 no-show fee. ModivCare attempted to contact the facility at the time that the complaint was filed but could not reach anyone to confirm the no-show fee, this cannot be reimbursed for mileage as we have received conflicting information. Lastly, the trip from *** was created and was processed for reimbursement in December of 2023. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21113891
  
  I am rejecting this response because: There was much more to this complaint other than the one date that needs to be reimbursed. ******** needs to review all the dates properly since there were going to reimburse milage prior as per the contract agreement with Humana. This is not new to them at all, they need to follow the contract agreement which they are under in 2023 and 2024. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/08/2024

  *******, I never received any inquire from you concerning Motive. Can you reopen the complaint, please or should I file another complaint?

  Customer Answer

  Date: 02/08/2024

  Motive Care has not resolved this issue to date.

  Customer Answer

  Date: 02/29/2024

  Hi *******, attached are the dates that I did attempt to work with Motive at avoid their Deceptive Practices and breach of agreement with the Insurance Carrier. These are the names and dates as they are well aware as they provided the e-mail address of ************************************************************************************** which did get bounce back and the representee who tried to be helpful did not log the e-mail address on her end so the representees that I spoke with after was unable to give me the correct e-mail address. That customer service representee from *********** did file a complain against the customer service represtive at the other location for not providing the Six-digit codes to me back then which has caused all of this mess and hours spent by myself and Motive Care.      The Complaint ID: # ******** *( Not sure what this Complaint ID was to)
  
  Thank you so much for you time and help as I hope we resolve this and appreciate your patients.
  
  
  Sincerely,
  
    ***************************

  

  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 have spoken with the complainant and resolved the matter.

• Initial Complaint

  Date:12/11/2023

  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.

  Modivcare promised to reimburse me for my trips to take my wife to Doctor ****** and Hospital ******, Every time I attempt to collect, Modivcare rejects my requests. They are supposed to provide this service thru their affiliation with ************* ****** ***************************

  Customer Answer

  Date: 01/02/2024

  I received a Mastercard (payment solutions) card from Logisticare (motivcare) , however they will not allow me to activate the card to receive said payments. I have been on the phone 5 times with them now, over 1.5 hours and they can not provide me with a solution. The absolute worst company I have ever had dealings with. 

  

  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 have spoken with the complainant and resolved the matter December of 2023. 

  

  Business Response

  Date: 10/17/2024

  Upon receiving the rebuttal, we contacted the complainant to discuss the concern further. Based on our conversation with the complainant regarding mileage reimbursement, we were able to rectify the concerns that satisfied the complainant. 

  Customer Answer

  Date: 11/05/2024

  ********* has resolved the issue.  Thank you

• Initial Complaint

  Date:12/07/2023

  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 trouble all the time with this company paying throughout the yrs. I called them two prior to my mother needing a doctor visit in oct.23. I was schedule to leave on 10/29/23 for appt. on 10/30. I was given a trip number ***** for mileage and **** for food and was send in hotel receipt for overnight stay. I sent that in on nov.1,23. I called in today 11/12/23 rep. knew nothing about it one told me that a transportation company took my mother. Which was a lie I drove her and have the receipts and staff signatures to prove it. I need help in this matter. also I called them 12/5/23 spoke with them for over 3 hrs, they gave me a new trip number which is on the trip sheet that is uploaded and made a lot of excuses and lies for not paying me. I even had a rep. from ******** speak with them and they gave her alot of excuses and tried to blame them by saying they were to blame for not paying me, which she told them isn't true this went on for hrs. My member id is ***********.

  

  Business Response

  Date: 12/11/2023

  ModivCare apologizes for the delay, the meals and lodging payments will issue on 12/15/23 while the mileage reimbursement will issue on 12/22/23. 

• Initial Complaint

  Date:12/01/2023

  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 am trying to get gas reimbursement since last year from Modivcare. I emailed their mileage reimbursement trip logs to their Modivcare ************ 4 times. They sent my son a couple of checks since he had to leave work to drive me to appointments. Checks are for $5 and $8. A far cry for these trips. I am talking about 9 times they did not show up to drive me to Physical Therapy and my Podiatrist appointments. 20 miles round trip each time! Also contacted my insurance company. No one has done anything. Please help as this is a lot of money. I am trying to get gas compensation for 9 Trips they failed to show up for! Thank you for your help. Tried to contact you earlier, but did not know how to get on this sight. A friend from church helped me.

  Customer Answer

  Date: 10/18/2023

  Monday, June 19th, 2023  This is the 4th time gas reimbursement logs have been emailed to you starting on 8/25/22 through March 1st, 2023.  Eight visits to ************************* and one to ***********************

  I was told drs. had to resubmit verification on their letterhead that I had these appointments on these dates sign them again.  ********************** office was told by one of your Modivcare agents on Tues 13th that was unnecessary, so I am submitting the original gas reimbursement log with her signature on it.

  I spoke to ****** in your claims ***** on Friday, 6/16/23.  She had the following information.  1)  8/25/22- gas reimbursement approved on 6/2 23.  Payment sent out today 6/16/23.  2) 11/10/22 gas reimbursement should   have been paid March 21st ( included letter from your company.  3)  ll/15/22 still processing this date & 11/17/22, 11/22/22/, 11/29/22,  & 10/25/22 will get paid 6/30/23.  11/3/22 & 11/22/22 ****** sending email to her company about these 2 rides on Fri. 6/16/23.9/23 

  Also received l letter dated 5/19/23 complaint #******** & 5/30/23  complaint # ******** ( all included).  Last 2 letters from your company do not have date of ride listed.  Are you referring to the lack of transportation on Wed, March 1st to Dr. ******************** customer service or lack there of is appalling!  Either no responds to my concerns, a manager never gets on the phone  and each agent has a different story.  Please respond to these issues as soon as possible.  This situation has been going on for almost a year.  Very disgusted, *************************

  Customer Answer

  Date: 10/18/2023

  Wednesday, July 19th, 2023

  Enclosed you will find all documents to Modivcare.  They will not resolve this issue.  They are also trying to pay for incorrect mileage.  It is 9 trips, 20 miles round trip. The price of gas last year was $4.26 per gallon.

  This has been going on since 8/25/22.  No managers ever call back  I have emailed these documents 4 times to their claims **** @ Virginia.Billing Operations@ Modivcare.com.  No results.

  Drivers failed to pick me up for 9 drs. visits, also making me late each time.  My son had to drive me .  Each trip was 20 miles round trip not 16.  Every employee at the company gives me different information.  Nothing gets resolved.

  *********************, my insurance case manager, told me you would help me resolve this VERY STRESSFUL, FRUSTRATING SITUATION.  Looking forward to hearing from you shortly .  This is the worse company I have ever dealt with.   Respectfully,  Mrs.  ******************************

   

  Customer Answer

  Date: 11/04/2023

  I am still waiting to hear from you regarding Modivcare not sending me reinbursements for 9 rides.  They did not take me to doctors appointments, and I had to get my son to take me.  I enclosed all the trip logs with my original complaint, and am anxiously waiting to hear from you.  Thank you very much with your help with my problem.  Sincerely, ******************************.

  Customer Answer

  Date: 11/04/2023

  I am still seeking your help regarding gas reimbursements from Modivcare a ride service thru Medicaid.  They failed to pick me up for doctors appointments 9 times.  My son had to leave work to get me to these appointments, making me late each time.  Fortunately the drs still saw me.  These trips are 20 miles round trip.  I have sent Modivcare the trip logs they provided 4 times with no response.  This is a lot of money and aggravation.  Modivcare has failed to reimburse me for all the times their car service failed to pick me up.  Anything you could do would be greatly appreciated.  All the reviews on their website are negative.  Thank you very much.  *********, ******************************

  Customer Answer

  Date: 11/08/2023

  The address of Modivcare is Modicare Claims  *************************************************************************** # is ************ Opt 1.  This info is on top of their Mileage Reimbursement trip log!  Emailed all trips where driver failed to show up for drs. Appointments 4 times w/ drs signatures!  Other address on this trip log form is Modivcare Claim's  Department ****************************** , 4th Floor ******************** *****

  Customer Answer

  Date: 11/17/2023

  Im not sure what additional clarification is needed. 

  Customer Answer

  Date: 11/28/2023

  Please inform me what is missing from my complaint.  I included Modivcare's gas reimbursement forms and a letter from my Physical Therapist listing all the appointments I was late for due to Modivcare not showing up at my apartment!  I was very fortunate that she was willing to squeeze me into her busy. schedule!  I am seeking gas reimbursements for the 9 rides they failed to show up for.  Each trip was 20 miles round trip.  My son had to leave work to drive me and wait til my appointment was over.  I will gladly supply you with any further documents you need.  Thank you for your help  Sincerely, ************************

  

  Business Response

  Date: 09/19/2024

  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 have reached out and are awaiting a response from the complainant.  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 20746651
  
  I am rejecting this response because:  I did not get reinbursed properly for all the rides that were not completed.  **** times I was not picked up at home to be driven to a doctors appointment or was not picked up from the office.  My son had to leave work to help me out often.  All ride dates, ride numbers, drs signatures and miles  were submitted to Motivcare on four separate occasions!
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/22/2024

  After receiving the rebuttal, we reached out to the consumer to discuss the feedback in more detail. We worked with Ms. ******** to issue payment for the trips in questions, the consumer is satisfied at this time. 

  Customer Answer

  Date: 10/23/2024

   
  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:11/29/2023

  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 called ModivCare care more than 6 times to try to get a detailed accounting of what has and has not been paid for trips taken to and from medical appointments. I would like a detailed accounting of what has and has not been paid. I would like to receive payment for all trips to and from medical appointments to include tolls. Specifically detailed print out from October 5, 2023 starts with covering trips from July 14 starting with confirmation #***** and a disbursement dated October 19, 2023, trip date starting August 7, 2023, confirmation # *****. These disbursements cover trips for me and my daughter, Madison ******** This has been going on for well over a year. Each disbursement requires multiple phone calls, most of which do not lead to a resolution. I would like a printout of what has and has not been paid for calendar year 2023.

  

  Business Response

  Date: 11/02/2024

  Modivcare takes the responsibility of providing transportation very seriously, as members rely on our providers to access the non-emergency medical services they need. In response to the consumer's mileage reimbursement concerns, our claims team spoke with the consumer and resolved the matter in November 2023.

• Initial Complaint

  Date:11/28/2023

  Type:Sales and Advertising 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 such a horrible experience with Modivcare that I'm starting to think that they are seriously corrupted behind the scenes. My doctor's ****** faxed them in a note saying that I could only use pickup/drop off service and NOT mass transit, because I can't access the nearest bus stop, and for whatever reason, Modivcare denied it. I have missed THREE medical appointments this month, because I had to cancel the mass transit rides because I literally can not get to the bus stop. I feel abused and am extremely upset about how Modivcare has treated me. This is supposed to be a service that HELPS people, not torture them. They have made my life so much more difficult, and after reading a lot of reviews here and elsewhere, I should probably consider myself lucky that I haven't had worse treatment. Something is very, very wrong with this company and it desperately needs to be fixed ASAP.

  

  Business Response

  Date: 12/18/2023

  ModivCare submitted the form to be completed by the ************** but was denied originally due to unclear accommodation requirements. As on 12/6/23, ModivCare has approved the form which has now permenately excluded Mass Transit from the account. ********************** apologizes for the inconvenience this has caused. 

• Initial Complaint

  Date:11/10/2023

  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 *************** I've been trying for 3wks for them to assign me a secured driver. Yet they're still assigning me a provider that isn't going to take me. My appt is 11/15/2023 at 9:30am. My trip # *****. I'm requesting Faith *************** They have never denied me a trip. Yet, Modivcare fails to take anything I'm saying into consideration. They'll do this I'm noting it until day before trip and probably as normal say they haven't secured me a driver. Also, I used to be able to contact complaints department but now, they've blocked me from contacting Crystal or ***** with their ext#. It just hangs up. There's nothing trustworthy about Modivcare at all. I'm trying to assist myself and they still don't help

  

  Business Response

  Date: 10/30/2024

  Modivcare takes the responsibility of providing transportation very seriously, as members rely on our providers to access the non-emergency medical services they need. It is our practice to work directly with consumers, and after further review, Modivcare has added Faith ************** as the preferred provider. Additionally, the appropriate management teams have been informed of the transportation discrepancy for further review.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 20852791
  
  I am rejecting this response because: You people are really something else (MODIVCARE). YOU KNOW GOOD AND WELL THAT FAITH TRANSPORTATION TOLD YOU THEY COULDN'T ACCOMMODATE THE TRIP. SO STOP TRYING TO CREATE A DIFFERENT NARRATIVE. I'M REQUESTING THE $50 THAT I HAD TO STRUGGLE TO PAY ****** FOR MAKING SURE I MADE MY APPOINTMENT. I'M REFUSING THE $14.72 THAT YOU'VE GIVEN ME IN THE PAST. TRIP#****** IS $50. 
  
  Sincerely,
  
  ******* *****

  

  Business 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.