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

  3000 Town Center Southfield, MI 48075

  
• 

  ModivCare Solutions LLC

  7411 Fullerton Street Ste 301 Jacksonville, FL 32256

  
• 

  Modivcare, Inc.

  5600 Wyoming Blvd NE Albuquerque, NM 87109

  

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:07/29/2025

  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 booked a ride through Modivcare who outsourced the ride to **** Health through ****. I Left my wallet in the * leg of this ride. I called Modivcare within 30 minutes of realizing I left my wallet in the car to let them know about the incident. They filled out a lost item report and allegedly sent it up to ****. It's been 6 days since this is happened and each day since it happened I have called mode of directed me to **** each and every time. When I call the numbers for **** that Modivcare provided me, I was met with nothing but automated systems that told me to utilize the app. However that cannot be done because the ride was not booked by me through the app it was booked through Modivcare. I was also given an email address to reach out to and I emailed them a few times and received the same response that they were unable to help me due to privacy reasons and that the organization that booked the trip would have to reach out. I am getting absolutely no resolution. I was told that **** would follow up with me and they have not. I was also told that Modivcare would follow up with me and they have not either. Instead, it has been me mind numbingly calling them over the last 6 days with no results. I need my wallet as it has my driver's license in it, my vehicle registration, and even a card from my bank that has my routing and account number on it. I would like to hear something within at least the next 48 hours, but more specifically the **** driver contacted and the facilitation of the return of my wallet being done.

  

  Business Response

  Date: 07/30/2025

  ModivCare appreciates the opportunity to respond to Ms. ******** concerns.

  After a thorough review, we determined that the item in question falls outside of our standard returnable criteria. Unfortunately, Ms. ******* was not properly advised of this policy during her initial inquiry, and we recognize that this may have caused confusion and inconvenience.

  To support resolution of the issue, we proactively reached out to ***** who confirmed the item had been found. The **** representative provided the drivers contact information, which was promptly shared with Ms. ******* to assist in recovering her item directly.

  We regret any frustration this experience may have caused and have taken internal steps to ensure all team members are appropriately trained on our Lost & Found criteria and communication protocols.

  Customer Answer

  Date: 07/30/2025

   
  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 have found myself wondering, however, what the returnable criteria is so I may be aware for future purposes. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/21/2025

  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.

  Their drivers don't show to pick ne up for my doctors appointment. They send ***** **** doesn't exist where I live

  

  Business Response

  Date: 07/23/2025

  Modivcare has reviewed Mr. ******* account and determined that the rideshare reliability rate was consistently low. In response, Modivcare has taken action to exclude rideshare from future trip assignments and has designated Hawks Transportation as the members preferred provider.

  Modivcare has also spoken directly with Mr. ****** to address his concerns and ensure ongoing support for his transportation needs.

• Initial Complaint

  Date:07/10/2025

  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.

  Hi,I made a gas reimbursement reservation with Modivcare, pertaining to driving my son ****** ******, to a doctor's appointment.Member name: ****** ******.Member ID: ********************** #: 101025.Claim #: CLA0526476.Trip Date: 3-25-25.Expected Mileage Reimbursement: $65.50.Issue: Modivcare rejected this, as the original reservation was set up that ***** ****** (myself) will be the driver. However, ultimately, my wife- ***** ******- ended up being the driver. So for being honest and writing my wife's name on the form- that ultimately triggered Modivcare to reject this, as the name on the form didn't match the name on the reservation.I asked to speak to the manager, and she in turn was not sympathetic at all, and said there's no way to reverse this, as all changes must be made prior to the trip date. I mentioned to her that this has happened before- where we made a last-second switch with who will be the driver, and when I called Modivcare on those occasions PRIOR to the trip to tell them about it, they said no worries- all's good. No action needed. But the manager stubbornly refused to change her mind ******* is absurd to deny $65.50 just because the first name is off with the driver. I'm married to my wife- why does Modivcare have to make such a fuss if she drove?? Is this what I get for being honest??I was contemplating on posting a bad review, and I even begun doing so- and I actually noticed how many bad reviews Modivcare got from other clients- but I changed my mind, and I'm reaching out to you instead, to PLEASE help me out here.Thanks so much!

  

  Business Response

  Date: 07/18/2025

  At Modivcare, we are committed to ensuring that all reimbursements are processed accurately and in compliance with established protocols. Modivcare processes mileage reimbursement based on the information provided on the reservation and the submitted trip log. To ensure proper documentation and compliance, the driver listed on the reimbursement form must match the individual listed on the original reservation. Additionally, all drivers must have an active profile in the system to align with reimbursement records and allow for accurate processing.
  
  In this case, although the originally listed driver differed from the individual who ultimately provided the transportation, the concern was reviewed and resolved. Reimbursement in the amount of $66.50 has been approved and is scheduled to be disbursed on July 25, 2025 via check. The member has been informed that it can take up to 5 to 10 business days for the check to arrive. 
  
  Modivcare remains committed to supporting members and their families with reliable service and appreciates the opportunity to address and resolve concerns.

  Customer Answer

  Date: 07/21/2025

   
  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:07/07/2025

  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 called on 6/24/25 to setup a ride for my sons eye appointment, the lady on the line was yelling at me saying was committing fraud because I got rides from them that they gave the ok on. My son has had 5 appointments that needed to utilize the service, all those went without a hitch. I called in june to setup a ride for July 7th, and was given a text saying that my ride would be match but it never was and after getting called a fraud by your employee. so I called them back to setup a ride on7/2/25, for 7/9/25 no problem. After this appointment i did the after call survey to let you know what happened and never received any call back. I called today 7/7/25 to find out when it was coming and they told me I didn't have any ride setup. The lady on the phone was very rude and seemed occupied. I asked for her supervisors number or corporate number and was told they don't have one. I had no choice but to go to the BBB. THE PEOPLE YOU ARE SUPPOSED TO HELP ARE NEEDY NOT A BURDEN, WORK SOMEWHERE ELSE IF YOU DON'T WAN'T TO DEAL WITH PEOPLE!

  

  Business Response

  Date: 07/14/2025

  Modivcare is committed to delivering dependable non-emergency medical transportation and recognizes the critical role it plays in ensuring access to care. Following an internal review, Modivcare contacted Mr. ***** to address his concerns. It was determined that the trip scheduled for July 7, 2025, was booked under his sons account. When Mr. ***** called to confirm the trip, he provided his own name, which led to the misunderstanding that no trip had been scheduled. Mr. ***** was advised that he and his son maintain separate accounts, and that future trips must be scheduled under the appropriate profile based on the individual receiving care. We also confirmed that the transportation provider arrived as scheduled on July 7, 2025.
  
  In response to Mr. ****** concern regarding a July 1, 2025 call in which he states he was accused of committing fraud, Modivcare reviewed the recorded interaction. The review confirmed that the exchange between Mr. ***** and the Modivcare representative was courteous and professional, with no use of the term fraud. During follow-up, Mr. ***** shared that he had contacted ************, a direct line to his health plan, prior to speaking with ********************** regarding the allegations. Based on this information and our internal review, Modivcare found no evidence of inappropriate conduct by its staff and is unable to substantiate any claims of employee misconduct.

• Initial Complaint

  Date:07/07/2025

  Type:Billing 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 was riding with a lady ***** ******* for a few months going to treatment then we had some disagreements and since my last reimbursement with her she has called and lied on me and my friend ******* and I have had our account terminated and modivecare wont reimburse anyone else for me to ride with and this has caused me to relapse twice already and they will not tell me why I cannot receive reimbursement. Please help

  

  Business Response

  Date: 07/11/2025

  Modivcare is committed to providing reliable transportation services, recognizing the importance of access to non-emergency medical care. In response to the members concerns, we conducted a thorough review.

  This pause occurred as part of a review involving overlapping reimbursement claims for Mr. ******* and an additional member. In accordance with ***************************************** (***) guidelines, only one member per household may receive transportation services per day. While the matter was under review, access to transportation was temporarily suspended to verify address information.

  
  Mr. Justices address has since been updated and confirmed as valid. As a result, his access to transportation services has been reinstated, and he currently has trips scheduled through July 19, 2025 with a different driver.
  
  Attempts have been made to contact Mr. ******* directly. Should he reach out again, we will be happy to provide further clarification and ensure he is aware of the one-member-per-household transportation policy.
  We appreciate the opportunity to address this matter and remain committed to providing services in accordance with *** guidelines.

• Initial Complaint

  Date:06/28/2025

  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.

  Almost every reimbursement I have received for the last 2 years has been short-I do the math before sending in my trip logs and list it in my emails. I have called and asked about my short deposits and have never received a single answer as to why - I have to go through the invoice sheets I SOMETIMES receive line by line to see what days they have randomly left out with no explanation but the other days on the same form will be listed. I also want to know why I had trips denied for fraud, waste or abuse when I have reoccurring trips and there was no reason whatsoever for that to be put into my file and I want those days corrected and paid out and I want the money that I have been shorted. It is getting to be exhausting when I have to verify that the company making millions to do this work that I have to practically do again or risk being ripped off. I recently had trips denied with no contact to let me know that my trip logs that were faxed in by my counselor on her last week there she just faxed them without signing. I waited over a month to call like I have been asked to do before and then I find this out and I will have to wait at least another month for my money and I needed it a couple weeks ago so this is putting me in a very difficult financial situation. I want to get an expedited deposit when I can hopefully locate my paperwork with the facility and have the forms signed after they verify that I was there and have them faxed in again. I need to know who to send it to or who to call to make this happen. I am owed close to $2000 at this point.

  

  Business Response

  Date: 07/07/2025

  We appreciate the opportunity to address this matter. Following our initial conversation with the member, we were awaiting the dates and trip logs in question to proceed with a thorough review. Despite multiple follow-up attempts, we have not received the requested information.

  Modivcare remains fully committed to resolving this issue and will re-open our investigation as soon as the necessary details are provided.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23531767
  
  I am rejecting this response because:

  It took me a significant amount of time to collect all the dates and trip numbers that I am currently owed for. The facility that I attend was given my trip logs to be signed and faxed to Modivcare, however the individual assigned to my case left the job and finding my trip logs has been impossible. The company verifies all the days and trips and should be able to do so without the signatures needed because I have been waiting on this reimbursement for months now on some of the trips and since Modivcare did not bother to contact me to let me know that there was a problem with my paperwork I could be denied trips because of the length of time to submit the trip logs. I need to know whether I need to redo all of the trip logs that are for the dates from Jan 30 through today.

  I have a reoccurring trip for Monday - Saturday every week - all the days minus Sundays and a few dates that are indicated on the trip logs that were faxed to Modivcare already. 

  I have only been contacted ONE TIME and have not heard anything since. I was driving when I was contacted the only time and I answered and spoke with the individual but was unable to write down his phone number and it was lost from my phone.

   

  I would like another phone call.

   

  I don't know how to access all of the trip logs to be able to show all the times that I have been shorted on my reimbursements because for several months every reimbursement I received was below what it should have been. I even did all the math and put the total miles and what I was owed in me emails.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/22/2025

  Modivcare appreciates the additional information provided by *** ***** regarding her reimbursement concerns. After thoroughly reviewing the situation, we have confirmed that trip logs for the dates in question were received; however, they were missing the required facility signatures necessary to complete processing. As a result, they could not be approved in accordance with our reimbursement policy.

  At this time, our team has re-engaged with *** ***** who is activ*** working with to obtain the appropriate documentation for reimbursement processing. Once the required information is received, we will be able to move forward with reviewing the reimbursement request in accordance with policy guidelines.

  We appreciate *** ***** patience and are committed to assisting her throughout the process.

• Initial Complaint

  Date:06/13/2025

  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.

  Hello I have been driven by Modivcare multiple times, on the last few rides they were not able to pick me up. I called them, they said if we paid for the rides that they would compensate it. We sent in 3 receipts for the 3 rides that you guys failed to pick me up on. Modivcare reimbursed one of the checks, and send the other 2 out but cancelled them. I've been trying to contact you guys regarding these 2 rides that I had paid for but you guys have not helped me. I have already sent in photos of the ride receipts as you guys requested but still nothing.

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this to our attention. A review of the two remaining trips showed that the 03/18/25 trip was canceled the evening prior due to weather-related issues, as recorded by an automated system process. The return leg of that trip was completed. For the 08/15/24 trip, the outbound leg was successfully completed; however, no drivers were available for the return leg due to platform issues at the time.
  
  Modivcare has reimbursed one of the submitted trips and is actively working to address the remaining reimbursement requests. In response to the missed transports, the appropriate management teams have been notified to review the lapse in transportation and reinforce communication protocols with the providers involved. This is to ensure that Modivcare can take timely recovery measures in the future and prevent similar issues from occurring.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23466264
  
  Hi, I am not rejecting your business response I am simply keeping the case open until the checks have been issued & its been resolved completely. I appreciate you for sending it to the proper designated team, they reached out to us earlier & I sent them the info requested via email. Awaiting their response for reimbursement 

  Sincerely
  
  **** *******

  Customer Answer

  Date: 07/02/2025

  We have not received reimbursement from Modivcare yet, a representative has called us but no check has been sent to our P.O. Box.

  

  Business Response

  Date: 07/09/2025

  Modivcare confirms that payments will be disbursed on July 11, 2025, and July 18, 2025. Despite multiple outreach attempts, contact with the member has not been successful. Please allow up to 30 days from the date of issuance for receipt of payment.

• Initial Complaint

  Date:06/12/2025

  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.

  Modivcare ********************** left us without transportation back from a Doctor's appointment on 06/11/2025. Our pickup time was scheduled for 10:30am. The driver canceled the trip after waiting 5 minutes. We did not receive a contact from Modicare when he arrived or that he was waiting for us. After several rescheduled attempts for transportation back to the skilled nursing facility were scheduled and verified on the app. Hour after hour went by yet we still never received transportation, or we were contacted. Additional calls to Modivcare were made and we were assured that this was a priority concern and it was being escalated to an advanced team and were promised a return call with driver updates but again we received nothing. My 87 year old mom was very stressed and anxious. She missed lunch, her meds and hygiene changes. I was able to secure a ride with a different company and pick up was at 5:15. Almost 7 hours waiting with my frail mom who has a broken leg. we felt abandoned, neglected, and forgotten. I believe that this conduct is unprofessional, negligent and abusive. Even **** updates their passengers with driver status. I have filed a grievance with Health Net of this incident. I will also file a complaint with the BBB.

  

  Business Response

  Date: 06/17/2025

  On June 11, 2025, member ****** ****** experienced a service issue with her return trip. Modivcare called the number in the reservation listed as the best contact and the residential phone numberbeing the number to the home care facility at which ****** residesand was told by the facility staff the member would be out in 10 minutes. The driver stated he could only wait 5 more minutes. Ultimately, the driver cancelled the ride at 10:36 after waiting at the facility for 14 minutes.

  The trip was later rebooked with the members son listed as the primary contact; however, a provider could not be secured for the rebooked trip. The members son ultimately arranged private transportation at his own expense and was provided with instructions for reimbursement. As a courtesy, we have offered to monitor the members future rides. We sincerely regret the inconvenience and are taking steps to strengthen internal procedures to improve communication and real-time support.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23462779
  
  I am rejecting this response because: I would like clarification of exactly what are the process improvement steps that Modivcare, and I quote from your email, "is taking steps to strengthen internal procedures to improve communication and real-time support." 

  This is a matter that affects all of your transportation clients. When a roundtrip ride is ordered it should be a priority to be completed and completed in a timely manner.  

  As I appreciate the quick response, ******** answer as a remedy to this abandonment issue seems a bit vague. Please list what is being done so this doesn't happen to anyone again.  
  
  
  
  Sincerely, **** ******
  
  ****** ****** (by **** ****** Poa)

• Initial Complaint

  Date:06/10/2025

  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.

  We tried for two weeks to get travel, lodging, and food reimbursement set up with Modivcare. They kept denying the request even though **** personally talked to Modivcare several times and told them it was an approved trip. The trip was for a specialty appointment that could only be done at the transplant center nine hours away. I spent many hours on the phone with modivcare and BCBS and witnessed **** representatives verbally TELL the Modivcare supervisor that it was an approved trip. We need to schedule two more appointments and cannot do it if it is not approved. We are seeking reimbursement for the costs of travel that was approved by **** and denied by Modivcare. I'm not sure how they can deny it if BCBS is the one paying for it and approving it.

  

  Business Response

  Date: 06/16/2025

  Modivcare reviewed the concerns raised by Blade ******* regarding transportation to the ******************************* for a March 24, 2025 appointment, as well as related meals and lodging. Per the Statement of Work (SOW), any trip over 100 miles from the ********** border requires both a Medical Necessity Form (MNF) from the treating physician and plan-level approval for out-of-state travel. The initial request for the trip was made on March 11, when the members mother contacted Modivcare. She was informed of the need for an medical necessity form due to mileage, and the agent attempted to fax the form but experienced technical issues. Unfortunately, the requirement for plan approval for out-of-state travel was not communicated at that time.
  
  In a follow-up call on March 13, the members mother stated that the health plan confirmed the appointment as medically necessary; however, this did not constitute transportation approval. During the call with the health plan, the out-of-state aspect of the trip was not mentioned, which led to incomplete guidance. Although the health plan later attempted to follow up with Modivcare, incorrect fax information was provided for submitting plan approval. On March 17, another call was made to inquire about the denied trip, and the need for prior authorization was reiterated. Since then, Modivcare has made multiple outreach attempts without response. The medical necessity form from March remains pending, and plan authorization is still required. For meals and lodging reimbursement, the member must first submit a request to the health plan, who will forward it to *********************** AirOps team. Modivcare has also contacted the ************************* team to alert the plan, but has been unable to confirm upcoming appointment details with the member.

• Initial Complaint

  Date:06/06/2025

  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 consistenly experience major issues with Modivcare, UHCs non-emergency medical transport and gas mileage reimbursement contractor. 1. Incorrect Information from ***************** On April 21, ******* gave me an incorrect email address"credentiling" instead of "credentialing"and insisted it was correct. Another **** ******, later confirmed the misspelling and said updated info had supposedly been sent out, but clearly not to all staff.2. Email Delivery Problems: ****** instructed me to email my application. I sent it, but never got a confirmation. When I followed up days later, they claimed they didnt receive it. I fwdd the same email again, and suddenly, could they see it.3. Trip Scheduling & Notification Spam: trip requests are frequently misprocessed (e.g., switching a gas reimbursement to an **** ride, canceling randomly, then reinstating). Each change triggers late night text and email notifications, even if turned off. Each erroneous trip clutters the app and makes it hard to find active trips.4. Phone System Errors: The automated system often confuses your phone number with the medical facilitys and prevents you from booking, even when the numbers are entered correctly.5. Check-In Issues: The app often claims Im not at the ** when I arrive. Once, it showed the check-in zone on a freeway. This forces long calls to support, adding 30+ minutes to any appointment. 6. Mileage & Fintwist Card Problems: Reimbursement amounts do not match mileage, and are totally unexplained. I cannot access the Fintwist portal despite repeated attempts. The card charges fees for basic actions like checking your balance.

  

  Business Response

  Date: 06/16/2025

  Modivcare reviewed the concerns and confirmed that an outdated TX *** Job Aid contained an incorrect credentialing email address, which was read aloud by an agent despite the member questioning its accuracy. The correct address ********************************************* was later verified, and the issue has been escalated to ensure the job aid is updated. Although the member initially submitted her application to the correct address, it was not found in the credentialing inbox or spam folder until it was resent during a follow-up call. While the member reported multiple issues with trip scheduling and notifications, Modivcare audits found minimal discrepancies when comparing the members requests to what was enteredonly one confirmed error on 6/12, which has been corrected. The only notable deviation was that several infusion therapy trips were booked under ************ Physician. Additionally, two trips were originally assigned to **** but were immediately reassigned to *** within the same timestamp. Other issues were tied to agent error or Health Plan policy, including the inability to schedule trips to addresses not listed in the Health Plan's master provider list. 

  Technical concerns were also addressed. A MARA *** misidentified the members phone number as a facilitys number; this has been resolved (INC0618250). A separate app geolocation issue was confirmed (INC0618171), and the member was given Tech Support contact information for ongoing assistance. For reimbursement concerns, Modivcare provided the member with the *** rate of $0.70/mile, the Comdata reference code, and claims department contact details. Supporting documents were shared, and the request for job aid updates has been escalated. Modivcare remains committed to delivering a positive and reliable service experience.

  Customer Answer

  Date: 06/26/2025

  Went to schedule a gas reimbursement trip in the app using the chat feature. After several minutes imputing all the info, the chat bot couldnt figure out that I needed to make multiple stops or that it was a gas reimbursement request. The chat bot finally transferred me to a ******** Support person, Marquise. Marquise would not schedule me since my starting address is different from the one on file. I explained Id already extensively discussed this with Modivcare. I am in the process of moving, so I have been staying with friends until I find a new long term place to stay. Modivcare states: our policy does not require that all trips originate or end at that address if the request is in-state, reasonable, and for a covered service." Marquise kept questioning me about using a different address, then left the chat. I attempted to restart the chat. Unfortunately, this is not possible. The chat just starts from the beginning with the chat bot with no ability to reconnect with the agent or to continue the chat from earlier. I called and was finally able to schedule the trip that way. There is no point in having the chat feature in the app if it does not function. Modivcare needs to fix the chat feature in the app so members can actually use it to schedule gas reimbursement trips. Modivcare also needs to train agents to provide the same info across the board in regards to allowable starting addresses, and to not leave the chat without resolving the issue, or the agent needs to call back or restart the the chat if they unintentionally end it. Finally, since the chat feature doesnt seem to actually work, Modivcare needs to add applicable phone numbers to call for support and for ride scheduling to the app. Currently, this info does not exist in the app. I screen recorded my entire chat and can provide this to Modivcare or BBB if this would be helpful.

  Fix the in app chat feature so members can use it to schedule gas reimbursement trips. Train agents to provide uniform info RE: allowable starting addresses & to restart the chat or call the member if the agent unintentionally ends a chat. Add applicable phone numbers to call for support and for ride scheduling to the app

  

  Business Response

  Date: 07/02/2025

  Modivcare has reviewed the concerns shared by Ms. **** and confirmed the following actions:

  The issue regarding agent conduct during a chat interaction was addressed through internal coaching to reinforce the importance of providing accurate information and ensuring that chats are not ended without resolution.

  The recommendation to include key support and scheduling phone numbers within the Modivcare app has been acknowledged and shared the enhancement with the appropriate team.

  It has also been confirmed Ms. **** is able to book Gas Mileage Reimbursement (GMR) trips through the app without using the chatbot feature. A screen recording of the issue is expected and will be submitted to Technical Support for further review, when received.
  

  Modivcare appreciates the feedback and remains committed to improving the member experience.

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23437122
  
  I am rejecting this response because:
  I appreciate that Modivcare has acknowledged and addressed some issues, like the incorrect email address and the malfunctioning phone system. They also provided the debit card activation code and most Explanations of Payment (except DOS 5/27/25, Ride ID# ******, which is missing).
  However, Modivcares characterization of their recurring pattern of misprocessing trip requests as minimal discrepancies is inaccurate and dismissive. Since late April, Modivcare has misprocessed at least 12 of my trip requests, including 2 after I submitted my initial complaint! Changing my gas reimbursement request to ********* is not a minimal discrepancy, its a fundamental alteration to the requested service without my consent. Randomly cancelling a trip without explanation is not a minimal discrepancy - it is a disruptive failure that jeopardizes my access to my critical medical care.
  
  Each error forces me to resubmit the same trip, spend time on calls, and navigate customer service to fix issues that shouldnt exist in the first place, which is a significant and ongoing burden. The repeated texts and email alerts notifying me of changes to my trip status because Modivcares own mistakes just adds more stress.
  Regarding the Fintwist/Comdata card: while Modivcare has now provided the activation code, they still have not disclosed the cards fee schedule. Their letter directed members to use the card like a debit or credit card, but failed to disclose that there is a per transaction fee to use the debit card! There is also a fee to check the card balance. There may also be other fees; Im not sure because I dont have & cant access the fee schedule. 
  Directing members to use the card in a way that they know will incur fees, without clearly stating that, is misleading and predatory.
  Finally, Modivcare deletes all ride data from the app after 30 days and does not provide members access to their own Explanations of Payment. Members have to call customer service and specifically request this for each ride. This is an unreasonable and unnecessary barrier to access. It also allows Modivcare to make payments with no accountability or explanation, so it is very difficult for members to verify that Modivcare is reimbursing accurately. Given their error rate for processing trip requests, it is understandable that this raises concerns. 
  
  I appreciate the partial resolution of this complaint, but the core issues about the frequent misprocessing, lack of transparency, and barriers to access remain. These problems are systemic and go beyond inconvenience, since they affect members' ability to receive care. I hope that Modivcare will take this seriously instead of dismissing it as minimal.
  Sincerely,
  
  ****** ****