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:09/04/2024

  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.

  Concerns of double billing by Relation Insurance **** OR by MTM/Lyft Through Relation Insurance **** Relation Insurance **** is a 3rd Party billing agent dealing w/ transportation claims for medical trips that may be provided by ambulance OR carriers such as LYFT. ****** refers patients to ****** MTM non-ER medical transportation services to schedule rides for medical services/doctor appts. The ride may be via a private carrier who contracts with ****************. In my case a Lyft driver was sent. I had to call *** to schedule the rides. I recd several Explanation of Benefits from Relation Insurance **** for transportation services related to medical transport provided to and billed to KP/S CALIF ******** RISK-NO *** 2 were for 5/10/242. 1st claim# listed 3 separate transportation services. I revd my appts for that date; the schedule lists 2 separate appts at the same facility/back to back; not req. 3 rides. On that claim 1 service was listed at $13.22; 1 at $39.35; and 1 at $10.40. Again, I do not ask a driver to wait as I never know how long Ill actually take. This should only be a 2 trip service. I received a 2ND EXPLAINATION OF BENEFITS with a DIFFERENT CLAIM# also for 5/10/24. This different claim# also listed 3 sep. transportation services. I had no additional needs for med. trans. that day. Note that the 1ST 2 trans. serv. listed on the 2ND CLAIM for 5/10/24 were for the SAME AMOUNT as those listed on the 1ST claim: $13.22 and $39.35. The 3RD trans. serv. listed on this 2nd claim for 5/10/24 was for $12.48? I recd 2 Explanation of Benefits with 2 DIFFERENT CLAIM#s for transp. serv. for 5/20/24. Each sep. claim# listed 2 diff. trans. serv. The 1st claim listed trans. serv. for $13.22 and then $$24.84. I did have a med. appt and a med. test back to back at the same facility. The 2nd CLAIM# for 5/20/24 also listed 2 trans. serv. for the same price as the 1st CLAIM for 5/20/24? There was only 1 trip to the medical offices and then home.

• Initial Complaint

  Date:01/04/2024

  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 use a non-medical transportation service called MTM that is contracted through my Medi-care with Kaiser Permanente. I rarely use this service. It is used primarily for a once a week counseling session and an occasional dental appointment. Upon receiving the monthly explanation of benefits I discovered that they have record of up to 5 rides per day charged to the insurance at different prices. This concerns me because I do not use that many rides a day. Another reason is I know that MTM had a double account set up for me claiming that I resided at my mother's house in Bell gardens (which is also untrue for many years). I reside in the city of Santa Monica. Sometimes I go to my counseling appointments and upon my long walk home, I end up hearing my mother or sister screaming from passing cars and at times they will not pick up their cell phone calls from me. I don't know if this insurance is harassing my family or where all these ride charges are coming from. I know I do not pay for these rides but it is important that people don't misuse these types of services because if they do, in the future they end up removing much needed services such as the one described above. Please help me find out what is going on. I think that the statements should include the to and from addresses along with time indication to better assist with verifying correct billing. Thank you.

  Customer Answer

  Date: 01/17/2024

  These are the billings sent to the medical/ Medicare for my medical transportation needs. Not all these rides are mine. I only require transportation once a week to my counseling session and perhaps twice a month to a dentist. The rest of the rides are not mine. But I know that this transportation service has 2 accounts for me. The correct account is the one under the Santa Monica address and the false one is listed under a Bell gardens address which is actually my mother's address even though I have not resided there in over 5 years. On days that I do take these rides I usually hear my lil sister screaming or my mother in the area for which I am planning to be. And at those times they won't pick up their phones.

  Business Response

  Date: 02/03/2024

  The compliant does not have anything to do with Relation Insurance Services. The person is complaining about a non-medical transportation vendor called Medical Transportation Management(MTM). Relation Insurance has no ownership or control over MTM; consequently, the complaint has been incorrectly tied to Reltion Insurance