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:05/23/2023

  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.

  transportation for Nursing home residents in need of medical appt. the trips are ordered through modivcare and they select Dependable ambulette for the rides. Today I had two transports one was for a 930am pick up for a ****am appt. at ****am we learned the ambulette (65) was waiting outside for our resident. when we brought her out, (after he was 1/2hour late) he said he was waiting to pick up our next resident who was scheduled for a ****am appt with a ****am pick up.first issue is that they are putting more than one transportation in the ambulette. 2 issue is that in waiting for the second, the transport was going to make the 1st ride late for her appt putting her at risk for the Dr. to say "your late you have to reschedule" this jeopardizes the health and welfare of the resident.

  Business Response

  Date: 05/23/2023

  Unfortunately due to a last minute change in an earlier appt for another client, it left this member pushed back on the schedule. Yes while the driver was running late, in order to not make the other client late that was leaving from the same facility, the driver was instructed to pick up both clients together. This is NEMT and a shared ride service. Therefore picking up both clients is within the guidelines of our business. The driver was instructed to drop off the first client that he was running late for first and then drop the other client second so both clients would make it to their appointment in time. But because they separated the trips the other client had to be picked up later which did not solve anything but made the rest of the people on the schedule still run behind. We truly apologize that this was such a bad experience for the client. Unfortunately last minute changes and things beyond our control *** have some clients waiting but it is the job of the dispatcher to try and pick up the clients as close to the schedule as possible. In this situation picking up both clients from the same facility that was going the same route would have closed a tremendous time frame. We did follow instructions of the facility and took the one client and therefore came back late for the second client as well, at their instruction. If clients wish to ride alone, they are more than welcome to establish this when they are scheduling their trips with Modivcare.   

  Customer Answer

  Date: 05/24/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************