Complaints

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:04/27/2023

  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.

  Intelliride call representatives will hang up on you, leave you on the phone past your wait time, and will leave you in the queue for the chat for an extensive amount of time. Then, they switched my normal drivers from Royal because I have to request them specifically from my doctor, even though the company has constantly told me that they are accepting of driving me to my medical appointments no matter what. The new drivers that I receive never call me about pick-up times or notify me that they are going to be late. Then, I had one driver not show up to pick me up at all last week. I had to call my mother to pick me up. This is exhausting, I need to get to my appointment on time for my infusions but it never happens. ***** was an amazing company, the drivers knew about my medical conditions, and needs. I will would like to be able to contact someone regarding this treatment. The complaint line doesnt work and neither does emailing them. Heres my ****** review from last week: *************************************************

  Business Response

  Date: 05/08/2023

  Dear ***************************,

  My apologies for the problems you are having with wait time when calling or on the chat. We are currenting in the process of adding more CSRs to resolve these problems. Looking at your profile Royal Limo is listed as the preferred Provider, and IntelliRide will do the best to accommodate your request. however, we cannot guarantee as several factors go into the assigning. As far as drivers IntelliRide's system assigns to a Provider and in turn the Provider assigns to a driver of theirs. If you have any additional questions or concerns, please email ** @ ***********************************************. 

  Thank you,

  *********************

   

• Initial Complaint

  Date:04/20/2023

  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.

  Im complaining against an intellaride employee named *********************** she fired a driver for no reason for a transportation company named **** and the supervisor of **** is named ********* he called up intellaride after he told the employee dont f with him he will get fired from intellaride so **** was not giving this employee no check stubs nothing to tell him how much he makes an hour so he decided to go to another transportation company to work and my husband likes this paticaular driver because he has had problems with drivers in the past so when this driver went to go to grace ********* my husband went to so **** got mad and said the employee was stealing customers and thats not true my husband has been with this driver since he worked for ********* transportation jeriamiah called me harassing me and telling me that ******* was going to be fired and so my husband should stay with there company first he should not have called me telling me this persons confidential Buisness then I called intellaride to see why he got fired and *********************** said he was fired for conflict of interest that is not a good reason to fire someone and I told her that its no a conflict of interest she said my husband cant pick and choose his drivers which is not true every company ******* worked for the companys would let them pick my husband up then she told me it didnt matter because ******* was fired once again confidential thing were said about this man to me so I kind of think if anything *********************** and jeriamiah should be fired the whole problem was that ********* was mad that he was getting a lot of money for my husband to ride with there company when ******* said he was going to quit and go to grace ********* my husband said he was going to go to thats when ********* told ******* he needed to quit right now he didnt let ******* wait for his 2 week notice then ********* contacted **************** and got ******* fired this man did not deserve to be fired he is one of the greatest drivers anyone can get I need to see if he can get his job back thank you *************************

  Business Response

  Date: 04/21/2023

  Dear *************************,

  My apologies for the experiences you are having. Intelliride contracts with ***************************************** That company  in-turn hire's their drivers, they are not employees of IntelliRide. Intelliride through our software assigned Transportation Providers to transport members, the Providers then assign drivers. If you would like more clarification on the processes you can reach out to *************************************************.

  Thank you,

  *********************

• Initial Complaint

  Date:04/13/2023

  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.

  I took my son to an out of town medical appointment in December of 2022. I submitted my reimbursement form for mileage, hotel and food within a couple days of the appointment. I have not received any reimbursement and when I emailed claims support I did not get any reply.

  Business Response

  Date: 04/14/2023

  Dear *********************, 

   

  My apologies for the delay. We have completed the logs and receipts you sent in and they are being sent for processing, once that is complete payment will be issued. Please give us a few weeks for that to be complete. 

   

  Thank you,

  *********************

• Initial Complaint

  Date:04/12/2023

  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 had a surgery on February 6th and was told by my insurance to apply for milage reimbursement in which I was approved for. I have tried contacting the business multiple times without any luck. It has been well over two months now since I was supposed to receive the check in the mail. I havent gotten any responses from anyone and have been told over the phone once to email them which I have SEVERAL times with no response. Now when I try calling it will say my wait time is one minute then proceed to make me hold for 15+ until I give up. I need to contact someone about this and this feel like my only option at this point which seems like a reoccurring theme for this company.

  Business Response

  Date: 04/13/2023

  Mr. ***********************

   

  My apologies for the problems you are having. The process for Mileage Reimbursement is transportation needs to be booked through IntelliRide, along with submitting the Mileage reimbursement paperwork, it then takes 4-6 weeks to process.  At this time I don't see any trips built in for you. You can reach out to our claims **** @ *********************************************************** for clarification. 

  Thank you,

  *********************

  Customer Answer

  Date: 04/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me as I HAVE tried to contact them through that email. Ot has been over 9 weeks now. 4-6 weeks is not an accurate timeline nor is email them an accurate response as I have done this numerous times as outlines in my initial complaint. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2023

  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.

  I gave been directed to utilize this company for mileage reimbursement for ******** ********* I am not receiving reimbursement for all trips that I gave provided forms for. I get zero response to emails. I have already filed a complaint directly with the company with zero response. I am missing mileage reimbursement for August 2022, November 2022, January 6th 2023, all of February's and March's trips. I rely on the reimbursement to be able to attend specialist appointments. Hold times to get confirmation numbers are atrocious! 70 minutes or more! They do not respond to chat to set up mileage reimbursement so I'm stuck calling and waiting on hold. As a chronic illness patient this is ridiculous!

  Business Response

  Date: 04/14/2023

  Dear *************************,

   

  I apologies for the problems you are having getting your questions addressed. Unfortunately, with the volume of MR ****** that come in daily the claims **** cannot answer all. An email is sent out once the MR has been processed, which is a 46-week turnaround time. 
  Your trips from January/February/March 2023 along with the August 2022 trip, has been processed, payment should be going out next week to the address on file, Nov 2022 trips previously paid.

   

  Thank you,

  *********************

   

   

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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'm the same i have had to make trips for my son out of town. I would a least like a response to all my emails making sure that paper work was received numerous times I've sent emails and not one response back and the time it takes to get reimbursed is to long something needs to get done with this I had trips that got lost. First time I use the hotel resentments and food for a over night surgery stay then week later had to return back and I don't know if them trips and paper work have been noted or not that is sent them cause all the time I send email no one response to my email.Then other trips its been a while still waiting. Please do your job and at least respond to all of our emails and this shouldn't take long to get reimbursed. I use to go threw another place untill i had no choice and do my reimbursement with intelligible. When the switch happrn the other place told me good luck with you guys now I know what they mean by that. Sorry it's just sad. That we have to complain in order to get your guys attention My trips are for February 27,28, return home 29 #*******-58-64-67-71 March 10th #*******-06 Also other trips I'm still waiting on from back in ******* might also be December

  Business Response

  Date: 03/21/2023

  My apologies for the lack of communication on this as the claims team is working diligently on getting forms processed. Your forms have been received and processed, payment for past trips is being send out this week. February and March have been processed and is awaiting approval. For clarification, mileage reimbursement has a 46-week processing and approval turn around for payment to be completed and sent. Your patience and understanding on this is appreciated.

   

  Thank you,

  *********************

   

   

  Customer Answer

  Date: 03/24/2023

   
  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, *************************
  
  *************************

  Customer Answer

  Date: 04/04/2023

  Thank you for this update but I didn't see this the last time. I would just like to have a response and let them know that they can respond with a confirmation that they did receive paperwork so that we know that a fax or a email went threw thank you. I still have not received any kind of checks from past trips

  Business Response

  Date: 04/13/2023

  Dear *************************

  Unfortunately, with the amount of Mileage Reimbursement claims that come through the claims ***** cannot respond to each one letting them know it is received, however they do send an email once the MR has been completed and has been sent for processing. I was able to verify that a payment was sent out on 03/31/23, mailed to the address we have on file. 

  Thank you,

  *********************

  Customer Answer

  Date: 04/19/2023

   
  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.
  I received my checks with dates that I included Thank you. Yo and I never have got any emails from ********* regarding processing that alone would help if I can please receive them emails would help yo know 

  Thank you 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2023

  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.

  I sent in paperwork back in September of 2022 for ******** reimbursement for my son for his surgery in ****** ********. I have not received reimbursement, nor have I heard anything from anyone as to what is going on and why I have not received reimbursement still, months later. I was told by "******" to reach out via email Attn ***** as he had "no other contact information for me". I have sent emails to this address aka ***** with NO response. I sent the same email to another email address that is supposed to be the complaint email. I have not heard anything back from that address either. I am getting absolutely no where and it is really irritating. I need someone to figure out what is going on and get my reimbursement ASAP!! This company is ridiculous.

  Business Response

  Date: 02/07/2023

  Ms ******,

  I apologize for the frustrations and run around.  We would very much like to look into this for you, but there is no information attached.  That is good, though.  For reasons of HIPAA and respect for your family's medical information, please do not post those specifics here.  Instead, please reach out to us at ******************************************************** with the ******** patient's name, and ******** number.  Along with the dates of service and any confirmation numbers you have.

   

  appreciate you,

   

  *******************
  

  .

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 19333925
  
  I am rejecting this response because:I have sent NUMEROUS emails to the email address listed with NO response EVER! What is the point in having an email address if no one responds to emails? 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/27/2023

  ****************,

  I would be happy to look further into your concern.  I could not find your name in our database, though.  Could you provide me the account information and details?  I'll give you my personal email, so you don't need to post that info here.   **********************************************
  

  Customer Answer

  Date: 03/03/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19333925
  
  I am rejecting this response because: I had an open case that has since been closed because this business was supposed to have had this situation fixed. I was told a check would arrive around March 10th. It is now March 20th and NO check. I have sent emails with NO response. I have called with little to no help. The system is down! All I need is my reimbursement and I have been fighting for it for 7+ months! I am beyond irritated at this point. This situation needs fixed NOW.
  

  
  

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

  Business Response

  Date: 03/27/2023

  ****************,
  
   
  
  My apologies for the delay in you receiving your payment. Unfortunately, the system that processes payments was down, however the system issue has since been resolved and your payment is being paid Friday 03/24/2023. 
  
   
  
  Again, my sincere apologies for the delay.
  
  Thank you,
  
  *********************

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19333925
  
  I am rejecting this response because: This issue has been ongoing for 7 months. I was first told that my paperwork was mixed up with the paid claims somehow. I was promised my payment around March 10th. No payment. I sent a couple emails to Mr. ******************* with NO response per the norm. I then called ***** a couple times. Left a message with no call back, so I had to call again, only to be told my payment had not even been sent out. Now the payment system was down and she couldnt do anything but would call me when the system was back up. Guess what NO phone call saying the system was up and that my payment was coming. This is beyond ridiculous. I will not be accepting any responses nor closing my claim until I have my payment in my bank with no issues. I am beyond irritated at this point. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/03/2023

  I have NOT received my payment as of yet. I was told it was mailed out Friday March 31st. But I have been lied to before for 7+ months so I am not holding my breath. I am happy to notify you if and when I do ever receive my payment. But as of now I have not received anything. 
  Thank you. 
  ***********************

  Business Response

  Date: 04/11/2023

  ***************,

  I have followed up with our claims **** and a check did go out on March 31, 2023. If you would like to email me directly @ ************************************** I can give you the check information along with address, check was mailed to. 

   

  Thank you,

  *********************

  Customer Answer

  Date: 04/17/2023

  I would highly recommend NOT doing business with this company if at all possible. It took me over 7 months to get a reimbursement check for a medical ************ ridiculous! While I did FINALLY receive a check the amount of fighting and being given story after story why I didnt get one to begin with is ridiculous. 
  

  Pretty sad! Do better intelliride. 
  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:11/08/2022

  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.

  Complaint ******** was filed with the BBB near September 15, 2022, regarding not receiving mileage reimbursement for a dental visit on June 22, 2022 (Trip #******* and #*******) from TransDev Intelliride Claims despite multiple emails and phone calls over several months.The reimbursement form was signed and successfully faxed same day as dental visit, as with all previous request forms submitted after dental visits.Through the continued efforts of BBB Reps, I finally received email from ***** at TransDev on October 18, 2022, who stated she would follow up on the matter.However, after not hearing back, I emailed ***** on October 28, 2022 for an update, as well as, inquired if faxing the mileage reimbursement rquest form would be of help. Unfortunately, no response has been forthcoming.Final attempt in hoping to resolve outstanding mileage reimbursement.Kindest regards,*********************

  Business Response

  Date: 11/21/2022

  *****************,

  
  I am glad you reached

  out, and I apologize for the extra work you have had to put in.  I have to admit, I thought this was resolved and I had put it out of my mind.

  
  I see that 9/26/22 was paid out Oct 21st.   and that 6/22/22 was approved by the statebut someone not paid out.  It appears that is totally our error, and I am embarrassed.  I have reached out to my claims team, and they should be able to straighten that out this week.

  
  I wont make any excuses for us missing that payment, Ill just try and make it right as soon as we can.  I appreciate your tenacity, as I admit this fell off my radar.

   

  thank you,

  *******************
  

  Customer Answer

  Date: 11/22/2022

  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.
  

  After repeated attempts over almost a 6-month period to resolve 06-22-2022 mileage reimbursement not being received, certainly hope that definitive action to finally send reimbursement check follows **************** reply.

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

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Health First ******** stated I was eligible for mileage reimbursement to and from the medical facility. Health First (******** ********* provided me the form for reimbursement. After numerous trips and completion from the medical facility, I submitted a properly filled out and signed form from the medical facility on 06/24/2022. It was submitted to both - ******************************************************** AND ************************************* Did not get an acknowledgment so resubmitted again on 07/10/2022. No response. Numerous emails as to why claim not processed appears to be ignored. Contacted Intelliride via chat today (10/10/2022) and conversed with ******. She said there was no other way to communicate with claims other than the email - ********************************************************. Told her this was nor acceptable. She suggested I write to *****. This is a very poor way to run a business. Want my entitled funds paid immediately.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 set up mileage reimbursement trips through the online portal and take the paperwork to appointments. I have the paper signed and email within a few days, always within the 10 business days required but I am not being reimbursed for many many trips. I am reimbursed for some but am missing reimbursement for dozens of other appointments. I keep the forms and when I receive a check I throw away the corresponding forms so I know exactly which trips have been paid and which still have not. I have emailed repeatedly over the past 6 or 7 months asking for help but get no response. I have sent in the forms again with the ************** of original emails so it's easy to see that I submitted them within the timeframe I should have. I have called the phone number and been told more than once that I have to email and when I tell them I have already done that they tell me a supervisor will call back but no one calls. Some of the mileage trips not reimbursed are in the same emails with trips that are reimbursed so I know they are being received but I don't understand why they are paying some but not others. Some trips I get paid for only the trip to the appointment or home but not round trip which makes no sense. I do almost all my appointments through the portal which has to be done 2 days ahead so I know I am following the guidelines about setting it ** in advance. I have trips as far back as February 2022 and there are multiple trips each month that still have not been reimbursed. I really depend on this reimbursement and am following the rules so I would like to be reimbursed please for these appts as soon as possible and contacted by a real person at intelliride that will help me figure out what is going on.Please help! Thank you.