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 LLC

  7411 Fullerton Street Ste 301 Jacksonville, FL 32256

  
• 

  ModivCare Solutions

  6606 Abercorn St. Unit 108A Savannah, GA 31405

  
• 

  Modivcare

  5875 NW 163rd St # 2 Miami Lakes, FL 33014

  
• 

  ModivCare

  1 Independence Point Ste 212 Greenville, SC 29615

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2023

  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.

  Filing a complaint. Never got reimbursed from the 28th of Sept. car trip. Driver failed to complete return trip. I had to pay out of pocket to return back home. The trip was for medical. I need reimbursement from taxi. We never got picked up from the facility to return back to home that day. I called in reservation line numerous times to see the status and no driver came put in multiple request. I mailed out the receipt to the ** address for that trip that confirms out of pocket expense. All I am getting is the run around. Not acceptable. Cannot walk. Multiple health issues and I keep getting the run around in the claims ***** too. Filing a complaint for failure to show and lack of payment never received. (ref. #******) Modivcare. Complaint # from Modivcare ********

  

  Business Response

  Date: 11/09/2023

  ModivCare has investigated the trip mentioned and found that there was a service failure. ModivCare would like to apologize for the inconvenience and advise that reimbursement was approved and will be disbursed on 11/17/23. 

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is in part not fully satisfactory to me. I would hope this resolution will indeed happen! After 2 months of back and forth! I hope payment will be received before the holidays. Will open up another case if needed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requesting Modivcare Out of Pocket Expense reimbursements due to their scheduled driver not showing up.Date of Birth 8/27/1947;Home address: **********************************************************************;May 3, 2023 Modivcare Trip #****** for doctor's ************ Uber ride,From Home to doctor in **********, **: $28.97,From Doctor to home: $38.15.May 31, 2023 Modivcare Trip #***** for doctor's ************Uber ride,From Home to doctor in **********, **: $32.97.My daughter/power of attorney, ***********************, has been trying to get Out of Pocket reimbursements since May, 2023, to no avail. She has not been able to send the receipts because she has not been called by ******** Team" and given the email address. Several Modivcare and insurance complaints have been filed through both systems for both dates of service, but Modivcare has not responded to me, my daughter or the insurance company with a resolution or steps needed to complete the process.Please do not send mail to my ******** address. Only send mail to my power of attorney/daughter, *********************** at *********************************************************, or call her at ************ or email her at ******************** Thank you.Any assistance would be greatly appreciated.

  

  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 out of pocket expenses, we have spoken with the complainant and resolved the matter November of 2023. 

• Initial Complaint

  Date:09/27/2023

  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.

  Modivcare has failed to reimburse for a trip I took to an appointment. Does not reply despite all information being provided.

  

  Business Response

  Date: 11/01/2024

  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 out of pocket reimbursement concerns, we spoke with the consumer and resolved the issue by issuing reimbursement in February 2023. 

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing you again seeking help to get paid for 3 trips I haven't been paid for. A trip to ***** and ****** I took my mother to. The ***** one is 7/10/23 the other ****** 8/31/24. My mother id is *********** *************************************.

  

  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 October of 2023. 

• Initial Complaint

  Date:09/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need help getting paid for two trips I made* I always have problems getting paid from this company been going on for yrs now* When I call **** they are of no help* I get the run around they tell me to wait till the next wk and it goes on an on an I never need receive payment* The member id is ************ The two trips, ******, 7/31/23 to colby,** * I have the trip sheet in attachments* i would appreciate your help in this matter*

  

  Business Response

  Date: 11/04/2024

  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 can confirm the payment disbursed on 11/1/2024. For any reimbursement needs, we encourage our members to contact our Claims Team at ************.

• Initial Complaint

  Date:08/10/2023

  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.

  So here we go again with good ole Modivcare suspending gas mileage reimbursement for myself because they claimed I submitted 3 trips that were found to be invalid due to member not attending when in fact they lied because I've got documentation from the facility that says I DID in fact attend all 3 of those days. I received a letter from Modivcare stating that around the middle of June I submitted 3 trips for gas mileage reimbursement that were found to be invalid due to me not attending those appointments. Well this makes 3 times now this has happened and once again I've got documentation stating that in fact I DID attend all 3 of those days so now they can either back up and pay the month's worth of trips back to the driver that they wrongly suspended them for to begin with or I'll do whatever I have to do to see that they are held accountable and I'll leave it at that. Furthermore when I called on *****-2023 to Modivcare to obtain a trip number for ***** the lady at Modivcare gives me the trip number #****** then after she had given it to me decided to take it upon herself to cancel it because she says that the suspension was to start on ***** and go through ***** and that's not what the letter said that I received. The letter stated the bogus suspension was to start on ***** and she was correct about the ***** part but the letter states it was to start on ***** and last for 30 days and if it were to last 30 days then whoever typed the letters up that was sent to me apparently doesn't know their mathematics because 30 days starting on ***** with there being 31 days in July would've meant the suspension should've been over on 08-02-2023 meaning I should've been able to have started my reoccurring trips again on 08-03-2023 because the letters clearly state for 30 days starting on *****-2023. The lady takes it upon herself to cancel the trip number #****** because she stated I wasn't eligible to resume reoccurring trips until 08-05-2023 which would've been 32 days of suspension and not 30 like the letter states. I've obtained documents from the facility in question stating I did in fact attend these appointments meaning Modivcare never had the right to suspend GMR for myself to begin with and again this makes 3 times they've done this and 3 times I've proven them wrong. I've got documents to support everything I've stated in this complaint!!

  

  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 complainant's mileage reimbursement concerns, we have communicated with both the consumer and the treating facility. At this time, all eligible trips have been reimbursed.

• Initial Complaint

  Date:07/26/2023

  Type:Delivery 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 using UberHealth through ModivCare 3 times per week for my dialysis appts. Until recently (beginning Saturday July 22) I always received a text notification the day before my dialysis appt. that Modivcare "set up a ride for tomorrow". Then on the day of my dialysis appt. (until Sat. July 22) I receive a text from Modivcare informing me that my UberHealth driver will be arriving in about 30 minutes. Next in about another 15 minutes I had been getting another text from ModivCare with the color of the car, driver's first name, driver contact info., and a link to a location app to track the driver in real time. All of this is very useful information as it's very hot outside and this information helps me to know very specifically when I should go stand outside so it's easier for the driver to find me. However beginning Saturday July 22, and also on Tuesday July 24th and now for Thursday July 26th Modivcare stopped sending me ALL reminder texts for my upcoming rides wit UberHealth. Can ModivCare please restore this functionality as soon as possible? It is sorely missed!

  

  Business Response

  Date: 11/01/2024

  Modivcare takes the privilege of providing transportation services to our members very seriously. We are dedicated to delivering the best possible transportation experience and continually improving our services.
  
  It is our standard practice to work with members to address any transportation concerns. In this instance, Modivcare had a conversation with the consumer and notified our IT department to implement the necessary corrections.

  Customer Answer

  Date: 11/01/2024

   
  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:07/18/2023

  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.

  May 18, 2023 I had Transport Reseravation for a 3pm RETURN home from an EchoCardiogram scheduled at the ***** location of ************************. I completed this earlier than scheduled. I called the Contractor's number, telling them they could pick me up any time after 2:15. They said the ride would be there as scheduled at 3pm. Approx. 3:15 pm I started to make phone calls to the transportation contractor and/or ModivCare to put me through to them so the company that contracts with ModivCare would be involved. I talked with at least 3 different women. Personalized retaliations are difficult to describe with minimum characters, I've experience proving retaliations in ************* if took thousands of docs to prove. One woman attacked me for blaming them that their subcontractor KAIROS failed to pickup, after over one hour. I told them there is no transport out of that town. At least one agent referenced my earlier complaint against ModivCare calling herself the "messenger" ModivCare is not responsible for the actions of their subcontractors. I had to make a desperate call to a neighbor who works in the town to get home by then it was 4:15+ The phone calls of January 2nd-5th when I made calls to everyone from the doctor's I had appointments with to my the insurance ***************************** They refused to provide a 2nd transport after the first failed to show and the verbal admonishment by ModivCare's agent was a clear Retaliation for complaint #******** filed 4/05/2023 published on this site. I was also admonished after complaint #******** by the **** of Health of State of Florida, "*****" told me the Insurer had me on an escalated WATCH to ensure that I received the rides I needed. Their "messenger" or agent at ModivCare admitted they are not keeping their contract with **************** but it isn't their fault. I'm disabled, stress exasperated my physical & neurological condition making it dangerous for me to be on the streets alone where they left me.

  

  Business Response

  Date: 11/04/2024

  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 consumer regarding their concerns and informed the appropriate management teams for further action where necessary.

• Initial Complaint

  Date:07/17/2023

  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.

  The clinical supervisor of the ******************** faxed my trip logs for the month of June as well as a couple other trips outside of my standing order for the clinic, on June 29, 2023, and which it was marked as, "Received" my modivcare transportation. I have uploaded a picture of the cover sheet in question with said date. I was supposed to receive the layout for that on July 14, however there was nothing on the comdata debit card issued to me several years ago. I contacted modivcare and spent over 3 and a half hours calling different numbers as I spoke to over 5 people and I got absolutely nowhere! I explained to 1 lady I have been getting the payout on Thursday for over a year now and she tried to tell me modivcare pays on Friday and I said I used to get my money on Friday but it changed and she tried to tell me they pay comdata on Friday so she expected me to be ***** they hold everyone's money for nearly an entire week before they decide to pay people their money! Needless to say I do not believe a word of that! Anyway no one could tell me where my money was or when I would get it. I am more than fed up with the incompetents of modivcare workers they have been doing ok for nearly a year now and here we are right back to this again! They owe me well over $300 and I want my money and I want my money Now! Not tomorrow not next week, NOW!! It is a routine that is very simple, addition! That is all it is is simple addition so where they get their workers at is beyond me! But none of them have to wait for their paychecks so I am not waiting for mine! The trip logs must be submitted by Thursday and 2 weeks later the money is automatically applied to the comdata debit card. Period! That's it ths simple so anything other than that is a crock of c*** I have been doing this for 5 years now 6 days a week! Pay me what you owe me PRONTO!

  

  Business Response

  Date: 10/29/2024

  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 consumer's mileage reimbursement concerns, we have spoken with the consumer and resolved payment concern.

• Initial Complaint

  Date:07/17/2023

  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 owes me from November 2022-Feb 2023 as well as for the month of June and soon to be July. I have filed the correct paperwork time and time again and this company cant seem to figure out how to process it correctly and promptly. I just dealt with their corporate for the month of March April and May, they told me how to handle if I have further issues and I have tried with no avail. This company isnt concerned about getting us our money promptly correctly or on time or at all for that matter. This is imperative to my recovery as it is reimbursement and money that has already been put out. I am no longer willing to sit by idly and watch my money be held by some huge company that shouldnt have any issue giving me my reimbursement I have attached below the paperwork that I have submitted to this company to approve my attendance for all months mentioned above. This money is detrimentally affecting my overall living situation as it is the only income that I have this may not be important to some corporate company but as the little guy I am absolutely in need of financial relief ASAP

  

  Business Response

  Date: 11/04/2024

  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 consumer's mileage reimbursement concerns, we have spoken with the consumer and resolved the matter by issuing payment in June of 2023.