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, Inc.

  Oakton, VA 22124

• 

  ModivCare Inc.

  877 Northpark Dr Ste 100 Ridgeland, MS 39157

  
• 

  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:06/05/2023

  Type:Order 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.

  Well I had a complaint a couple months back about a payment issue that o thought was gonna be resolved but it didnt get fully resolved, I did what they said to do and they would get my payments that I didnt get paid Becuz it was taking months to get paid for one week and I fax my papers every week and how Ive been knocked out of a lot of trips they didnt pay and wasnt denied ether, well the issue didnt get fully resolved because I got screwed out of alot of trips within a year but mind you I sent them out every week and before the 30 day dead line , so the complaint **** Ric looked at all my unpaid trips within the last year and there was 3 months worth I was not paid , but I sent them in by fax and email every week and before the 30 day deadline , well now Im being told Becuz they didnt do their job and get those trip dates processed and verified that they wont pay me because its been too long , umm excuse me I sent them but just Becuz your employees didnt do their job and process them isnt my fault and I shouldnt get screwed out of my promised reimbursements Becuz of them , now I would understand if I didnt fax them before deadline and waited a year to fax them but thats not the case , I sent them every week as soon as I filled the page I fax them and way before deadline Becuz I go to clinic everyday so I fax them every Friday every week and before 30 day deadline so how is that right at all? So your telling me even tho I can prove when I faxed them and have a confirmation showing they received and the date they received it before the deadline that just Becuz modivcare didnt process them right then and do their part and job that I cant be paid for those trips now? It wasnt me waiting a year to fax them for the first time ever, I faxed them every week as I was supposed to and can prove I did but Becuz the employees didnt do they job Im being told I cant be paid for it now? I dont think so I can prove this, Im contacting my lawyer toocrazy!!

  Customer Answer

  Date: 10/28/2024

  Yes resolved

• Initial Complaint

  Date:05/11/2023

  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 refused to correct a telephone number issue. A local business in *******, ** is getting their phones because the system is automated transferring them. We have made several attempts to contact the Headquarters with no resolution. The number their clients are calling is ************. the client is trying to get reimbursed for mileage. They are then transferred to our business. The correct number the call should be transferred too is ************. Our business number is ************. Modivcare need to correct the telephone number in their system so our business telephone system is bogged down with their calls.

  

  Business Response

  Date: 05/15/2023

  The complainant is advising that their number is similar to ours and they seem to end up with a lot of calls meant for our ************ number, which is the number to our billing department. We cannot locate in our system where calls are being transferred to this line. Alternatively, the caller themselves may have transposed or misheard the number when given, it is a very easy mistake to make inadvertently and dial 930 instead of 960.ModivCare apologizes for the inconvenience

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20048322
  
  I am rejecting this response because: The business response only outlined what we already know what the problem is. There was no RESOLUTION from the business offered. I have also discovered that the calls are coming from your ******** or ************* offices. The clients are looking for reimbursement for your mileage.  Until this complaint is taken seriously and solved, we will continue to forward those calls to your headquarters to *********** 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/17/2024

  This matter was discussed with the complainant in May of 2023 and closed.

• Initial Complaint

  Date:05/03/2023

  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.

  On or around the 14th of February 2023 I called to schedule a mileage reimbursement reservation for the 15th of February to go to my dental appt in ****** ********. A few weeks later I discovered that this trip log was not received after emailing and faxing the trip in and was told to resubmit it again which I did and never did receive payment. Today the 3rd of May I talked to a representative by the name of ****** about this trip and a couple others and was told that some how it was imputed that the trip was on the 14th not the 15th and along with this my name was imputed wrong and so the trip was denied and I am being told I will not be able to be reimbursed for this trip and I would like to have this investigated and have the call reviewed as I gave all the correct information and should be able to be reimbursed for this as the error is not my fault

  

  Business Response

  Date: 05/16/2023

  Regarding the member's trip on 2/14/2023, the member was scheduled for an estimated pick-up time of 2:30 PM for an 5:00 PM appointment with a return ride set for 6:00 PM. Traveling 92 miles. *** member called on 5/3/23 and spoke to a supervisor to assist with correcting the trip error. On 5/10/23 Modivcare cancelled trip on 2/14/23 and created trip ****** for 2/15/23 which has been Verified-Paid for payment. Trip on 2/15 shows a Verified-Paid status. Unless the trips are in a "Verified Paid "status then they have not been paid out. *** member may submit his claim forms for reimbursement to ***************************************************************** member my also contact this email for future billing related questions and payment schedules or status. Review of the call on 2/14/23 determined the member called to schedule gas reimbursement for 2/15/23; however, the assisting agent scheduled the trip for 2/14/23. A coaching request for the scheduling agent has been submitted to leadership. Modivcare apologizes for the member's experience. Modivcare is very concerned for its members and dedicated to connecting them to proper care. All information obtained during complaint investigation has been documented in member's file.  *** findings of this complaint will be taken into consideration as Modivcare continues to seek ways to improve service.

• Initial Complaint

  Date:05/01/2023

  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.

  Atrocious customer service; have installed a new automated phone system that makes it nearly impossible to reach a human being without a minimum fifteen minutes of effort expended trying to navigate through the frustrating, endlessly cyclical menus.

  

  Business Response

  Date: 05/09/2023

  An investigation was conducted based on the information received with the following results.  MET Agent attempted to contact the complainant to HIPPA verify the member she is representing, and her response requested to remain anonymous. The Member Experience Team acknowledges the concern and appreciates the members representatives feedback. ModivCare is aware of the current challenges are members face regarding our automated system ****, and we continue to report them to our IT department to make it a better experience for all.
  
  In the interim, we do have an online members portal where you are able to create an account and book your reservations online up to 90 days out. If you have further questions about the online member portal and how to set it up, please contact the customer service line at ************. The link is also listed below.
  
  ***********************************************

• Initial Complaint

  Date:02/16/2023

  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.

  on December 12th 2022 i took a trip to ****** ******** for a dental appointment then yesterday I took another trip back to the dentist and submitted payment for both trips. I do not want to go through the same problems I had last time so I would like assistance with this issue and am making a complaint for this reason.

  

  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 the next scheduled trips were monitored for success. 

• Initial Complaint

  Date:02/04/2023

  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.

  February 4th, 2023 I have submitted my last trip log several times via fax, and email to Modivcare for gas mileage reimbursement through ******** ********** MoHealthnet Non-Emergency Transportation benefit. I have yet to receive my last check. They were the approved vendor up through November 30th, 2022, and then a new vendor took over. I submitted my last log on December 5th, 2022 for the trips taken on Nov 14, 16, and 23rd, 2022. See the attached trip log, and email confirmation attached to this complaint. Thanks *************************** mother of ************* ******** ID ********

  

  Business Response

  Date: 02/15/2023

  ModivCare has processed the logs for payment on 2/24/2023 and will investigate as to why the logs were not processed in a timely manner. ModivCare sincerely apologizes for the inconvenience this may have caused. 

• Initial Complaint

  Date:01/04/2023

  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 submitted a fax to Modivcare on 11/17/22 for mileage reimbursement. After waiting more than 30days I contacted customer service due to the ********************** website stating payment can take up to 30 days I called to ask why I havent received payment yet and was told to resubmit the fax which Ive done 3 times. I called today 1/4/23 and was told payment can take 4-6 weeks. I told the customer service rep its already been ****** and the line went dead. I feel very much so that Im being given the runaround.

  

  Business Response

  Date: 09/17/2024

  Modivcare discussed this matter with the complainant and this concern was resolved in January of 2023.

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been filing my gas reimbursement trip logs since I started at the ******* comprehensive center in January 2022 and never had an issue getting my payments on time every week or month whenever I would fax or email my reimbursement forms in however since the beginning of July 2022 I have not been able to receive any sort of mileage reimbursement from modivcare I have talked to My counselor at the treatment center and they have spoken with modivcare and reassured ************* that all issues were fixed and I would be getting a payout however still till this day December 28th I have not received my payment they owe me for the last two weeks of July all of August, all of September half of October mostly all of November. I have called many many times I mean to the point where a person just gets fed up hearing the same lame excuse over and over again they haven't received them or they have been denied never can allow u to.speak to anyone above them such as cooperate or a supervisor or manager no instead they contuine to sound like a broken record and repeatedly tell u to refax and resubmit them well a person can only do that so many times I have literally resubmitted these forms over 100 times and still nothing atleast almost q 2 or 3 times every week it's crazy that we can not seem to get our reimbursement that we are entitled too whenever we have been paying out of.our pockets to get somewhere that we honestly can not even afford to pay the gas to.go and never once can I just receive the payments when iam exspecially needing them like when bills are due or Christmas is here now my daughter's birthday is also in 2 weeks and I have no money to even get her a card since modivcare has not been paying me or any other member of theirs I know many people having alot of issues with getting their reimbursements that they are owed however I wld forever be grateful if u can please help me receive my payment or get me a number to someone higher in charge ***************** so much

  

  Business Response

  Date: 01/24/2023

  ModivCare verified that the claims department has reached out to ************ and requested trip logs to be sent directly to the claims specialist for processing. Claims specialist also verified the payee information to ensure trip logs can be processed correctly once received.
  
  Modivcare apologized for Ms. ***** experience and will remain in contact with the complainant throughout the resolution process.

  Customer Answer

  Date: 01/25/2023

   
  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:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have trouble almost every time I send in trip forms to be paid by this company. I have to sometimes wait months to get paid. I trip on 11/18/22 trip ****** send in the form the next day by email and fax and have not been paid yet. When I call, I get excuses, and no one knows anything they just tell me to wait. I called them Friday of last wk. that is what I was told, again. I sent in trip ***** for 12/8/22 have not been paid. I sent at least 5 forms of each of these trips into them. I need help in this matter, I would appreciate your help. My mother member id is ***********.

  

  Business Response

  Date: 01/13/2023

  ModivCare discovered that the issue occurred due to a system error, ModivCare has manually corrected the mileage and resubmitted the trip leg for payment. ModivCare sincerely apologizes for the inconvenience this may have caused.

• Initial Complaint

  Date:11/16/2022

  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.

  Modivcare did not pick me up today for my doctors appointment. I had 2 appointments scheduled today. I called this morning to confirm. I also called yesterday to confirm. This is the SIXTH time Modivcare has caused me to miss my doctors appts. I have called and emailed for months and nothing has improved. Modivcare does not care about its patients.

  

  Business Response

  Date: 11/21/2022

  Our investigation determined **** was a No Show causing the member to miss their appointment.ModivCare analyzed the member's complaint history for the past 6 months and discovered that the last incident was reported in the month of June.  This matter has been documented against the Transportation Provider in question. In the event a similar situation occurs, Modivcare will pursue further actions. Reimbursement is only issued when a member is forced to secure (and pay out of pocket for) alternative transportation due to a service failure caused by the transportation provider and/or ModivCare. Receipts can be submitted via email to ******************************************** ModivCare called the member to no avail. 
  
  
  Modivcare apologizes for the membersexperience. We are dedicated with providing safe and reliable transportation for our valued members.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18415044
  
  I am rejecting this response because:

  From: Resolutions.Specialist
  Sent: Monday, December 12, 2022 9:54 AM
  To: ************************** <*******************************>
  Subject: Better Business Bureau Complaint 18415044

   

  Hello,
  
  Thank you for contacting your Better Business Bureau.

   

  We will review your case to determine the next appropriate step.
  
  Warm regards,

   

  ***************************
  Resolutions Consultant
  Better Business Bureau
  PO Box 191279

  *****, ** *****
  p: ************ 
  bbb.org Start With Trust

   

  From: ******************************* <*******************************>
  Sent: Friday, December 9, 2022 8:37 AM
  To: Resolutions <*****************************************>
  Subject: ID: ********

   

  From Madulhomme ****

  ID: ********

   

  I do accept the response from Modivcare. Their company and staff are incompetent. I have filed complaints with them numerous times for not picking me up on time or leaving me at doctors' appointments without transportation home. 

   

  MADULHOMME ****

  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 12/12/2022

   I do accept the response from Modivcare. Their company and staff are incompetent. I have filed complaints with them numerous times for not picking me up on time or leaving me at doctors' appointments without transportation home. 

   

  MADULHOMME ****