Modivcare

I've been with this company for years and I'm leaving!These woman suck bad! I'm switching insurance companies so I don't have to call anymore!

I was told. Today for the 1st time; that it means absolutely nothing! When they ask you to make them aware of if you have (or want) a preferred provider. A man I talked with today was very stern and harsh in his speaking. He told me it means ABSOLUTELU NOTHING when u make them aware you have a Preferred provider. They NEVER OFFER my Preferred provider for my rides. I have to email them and also let my Care Coordinator call on my behalf to get them to go their job (in routing dept) fairly.
In the past I have gotten "help" with this when my insurance person calls). Today this man was adamant that it means ABSOLUTELY NOTHING when you document your Personal Provider.

He picked us up with only enough time for us to be on time! But had to pick up, then drop off another customer…we were unaware of this until we picked her up! Of course we were late. Had to reschedule! Very very pissed off!

The driver did not call to verify a ride before my appointment is that the policy? The driver was very rude and unprofessional. The was the first time riding and the driver did not pull in my driveway nor did the driver blow the horn, If I have never rode with this company how would I know what company to look for it does not make sense. I missed my appointment due to improper training and plain discrimination against me because I receive medicaid. I would not recommend a bird to use this company They need to hire people who actually like their job and great at it.

This has been the worst service, the worst application and they are not even located in California! What was CalOptima thinking? Completely inept service! Horrible horrible service!

ModivCare Virginia is unreliable and it's service quality creates multiple barriers to healthcare access.
1) The automated assistant Mara does not provide options to use the touchpad - voice only. The system requires you to verify your identity either by providing a Voice Print they will save or via text message. You cannot speak with an agent until you do one of these 2 things. Afterwards, Mara will persist in your giving her "another chance" over and over again.
2) Their website/app will lock you out due to glitches which require user ID/password reset by their help desk. Their ride approval process requires 5 business days advanced booking on the site, even where insurance companies require 2-3 business days.
3) Agents do not provide uniform or accurate information. You may get a different answer to the same question 3 out of 4 times.
4) Worst of all, their dispatch service does not reliably schedule transportation. Your ride may be scheduled for a date/time you did not request. The ride may not show up & they have no system in place to ensure that you have been picked up/dropped off. On a will call return ride, you will have to wait approximately 1 hour, however when your ride doesn't show up the clock starts again (even for on demand service like Lyft/Uber). Their Agents do not exhibit professionalism or follow through with requests. You may be disconnected when stranded or your calls to request a ride may not be scheduled via dispatch. Supervisors do not call back when an escalation is requested in order to determine what has gone wrong and how it can be avoided in future.
Who wants to deal with such issues after a medical appointment or procedure? If pressed, ModivCare would be my very last choice for transportation service provider - every possible deterrent/barrier to use it is built in to their system.

Ever since Modivcare bought out Access to Care, the service has really gone downhill. My rides keep getting denied but only at the last minute and with no notification, or I'll set up a ride in the app a week ahead of time and then when I check the status as my appointment nears it will turn out to not be there at all, and there's never any notifications from the app or even texts or phone calls from the company itself. I never had this problem with Access to Care but it's been a major ongoing issue with Modivcare and it's a real inconvenience and whenever I call to find out what's going on they act like they have no idea what I'm talking about. If you have the option, find another company to handle your rides, because dropping the ball is this company's middle name.

My wife have lost 4 appointments with female drivers. They do not want to help patients to their doctor not even to open the car door. They are rude saying they dont like wheel chaired people or any disabled. Lazy as hell... I keep asking for a male driver and they keep sending these lazy $#*! females that never takes me to my destination cause they have an excuse all the time. HORRIBLE! THEY NEED TO CLOSE THIS TRASH COMPANY OR STUPID BUSINESS

I don't know what has happened to sc medicaide transportation. Since I been moved back an relying on Modicare to get me to an from my appointments, ITS BEEN A NIGHTMARE. AFTER WAITING NOW 2HRS TO BE PICKED UP FOR MY RETIRN HOME THIS DRIVER IS STILL NOT HERE YET. I WAS TOLD EVERY TIME THIS HAPPENS TO GET THE DRIVER NAME AN I WILL. THIS COMPANY AN DRIVERS DO NOT CARE ABOUT US FOLKS GETTING FROM OR TOO OUR APPTS. ALL THEY CARE IS GETTING THAT PAY CHECK. I WILL FIND OUT WHO IS HEAD OVER TRASPORTATION WITH MY INSURANCE COMPANY AN I WILL NOT STOP UNTILL SOME CHANGES ARE MADE. SC MEDICAID TRANSPORTATION HAS FALLEN OFF! I WOULD NOT HAVE EVEN GIVIN THEM ONE STAR.

First the driver shows up a hour early, then brings us to the wrong building then never comes back to pick us up, we had the time set for 11:45 am go back home, cause my gfs MRI was 10:45, I had to call humana 4x b4 a driver from MC got to where we were, me n humana kept getting the run around about when he would be there, we finally got someone to pick us up 2hours later, when. Someone is disabled in a wheel chair & in hot Florida u DO NOT MAKE THEM WAIT THAT LONG, THIS COMPANY NEEDS A NEW OWNER N DRIVERS

I had to cancel my labs appt today. Your driver was 25 mins late. Showed up at 11:25 to pick me up for my 11:30 appt across town.
These local guys have failed both times you've sent them. Please stick to Lyft & Uber in the future, for ALL my rides.
I set up a new ride for next week, but the desktop version of your site said "error" this time, and last time I used it. I did manage to use the phone app…I did it, but that's hard for me.
IDK why it has to be so hard to use your service?
Do better!

Yesterday I got a ride to an appointment but they refuse to return to pick me up. I had asked Motivcare NOT to send Karolina Transportation because I had had problems with this company. They sent them anyway. I called while waiting to go home to see why they had sent this company again. I did not want a specific driver because her perfume would irritate my sinuses. I was told that's who is coming. Since you don't want her get your own way home. I paid over $20 with Lyft to get home.

MotiveCare falls far short of expectations on multiple fronts. First and foremost, their customer service is abysmal. Attempts to reach out for assistance or clarification were met with long wait times, unhelpful responses, and even outright dismissiveness. It's frustrating to encounter such disregard for customer satisfaction.

Furthermore, the quality of these rides leaves much to be desired. From very sketchy Lyft and uber rides, to inconsistent performance, the service offered by MotiveCare simply don't measure up to the standards one would expect.

Additionally, navigating their website or call center is a cumbersome task. Rude service callers, and frequent glitches make getting a ride experience more of a hassle than it's worth.

In conclusion, MotiveCare fails to deliver on its promises of quality service and rides and satisfactory customer service. With so many other options available in the market, there's little reason to subject oneself to the frustration and disappointment that inevitably accompany dealings with this company. Save yourself the trouble and look elsewhere for your appointment rides.

My mother is 76yo, uses this company for her therapy appointments after suffering a stroke. They are often late, no show or canceled without notice. The sub-contractors they use in Miami are lawful, disrespectful, and unconsidered. Terrible experience

They are supposed to transport my kiddo to and from school. Everytime the car/van/bus gets here and it's an unmarked vehicle... mind you my kiddo is only 4 non-verbal and has asd... The driver does not sound familiar with the area... The 3 times they have transported my kiddo they have lost him! Drove him 30 mins OUTSIDE OF HIS DESTINATION!

Everything about this company's services is designed to fail. They purport to manage medical transport driver reimbursement but in fact they postpone, delay and deny payments even after acknowledging that all paperwork has been received in good order. Their reps have endless excuses for delayed reimbursements, culminating in "There was a processing delay even though we have your paperwork so you need to resubmit the claim under our rules."

If you are a patient that claims mileage I strongly suggest you find a family member or a friend to take you because Modivcare is constantly changing the rules about paying your claims and leaves people stuck without getting reimbursed for their mileage so they can use it to get to appointments. This company is disgusting disrespectful and most importantly should be shut down and bought out. Again don't count on claims being paid within the promised time frame because they always lie to you

This company is a total fraud. Humana has contracted rideshare services through them, and they have yet to come pick me up for any of my appointment. I've had quite a few since January, many of which are related to significant cardiovascular events. Because of our visual impairment, I do not have Access to their services because I "don't have a driver." Avoid them like the plague.

Had a good experience today for my visit. Driver was on time got me to the Dr. 20 minutes before. The driver was excellent. He also came back to pick me for my return home.

I cannot believe that Cigna insurance switched from using Access to Care to manage their transportation benefit and started using this Modivecare joke of an outfit. They try to make it impossible to talk to a human forcing you to deal with their AI bot, virtual assistant nonsense which is grossly inferior. With much arguing with a robot you can finally get through to a human but it's not easy. I insist that my rides be handled through Uber and not one of these fly-by-night mom and pop transportation contractors that use vehicle so rickety you wonder sometimes if you'll make it to the end of the street without it falling apart. Weather that actually happens or not is anyone's guess and if you call back to try to get a real person to change it she tells you that she can't do it. Nonsense. What I want is to find out who to talk to at the insurance company to tell them what a boneheaded mistake they made switching to this company

My mother is having a really rough time to even try to get a ride scheduled for her appointments because the AI system does not even
Give the person time to either answer properly and it wastes no time cutting off the person using the vocal commands.

And when you try to arrange for another appointment immediately afterwards, it cancels the previous appointment! That is so frustrating,
Not just to myself (after filling in the information), but also to my mother who needed that appointment!

Whoever came up with that app needs to scrap it, pronto! And the BBB reviews cannot deny that ModivCare has been dropping the ball...A LOT.

Everything is unreliable about this company. Hate them. I'm always have to end up driving my father to his appointments bc they are super late and send wrong vehicles that aren't equipped for my father to ride in.

I tried five times to schedule pickups for two medical appointments next week. The automated system is almost impossible to navigate. Their app is a joke, I tried many times to set it up, and it kept reverting me back to reentering my insurance ID number. All of this frustration with this company caused me to look at the reviews. And thank heaven I did. This whole thing must be very frustrating of someone older than me. I will not be using this service and would have given them a zero if I could have and I have never used them.