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:09/19/2022

  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.

• Initial Complaint

  Date:09/15/2022

  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.

  Three emails (*****; ****; *****) sent to Intelliride have gone unanswered regarding a mileage reimbursement check submitted successfully via fax on same day after dental visit, 06-22-2022.Trip confirmation numbers are ******* (TO) and ******* (FROM).In first email, attached copy of submitted reimbursement form.Two previous checks were received within 6 - 8 weeks for mileage reimbursement forms submitted for 05-25-2022 and 07-11-2022 dental visits, also faxed to Intelliride Claims on same day.However, no check received for dental visit on 06-22-2022 that fell between former dates of checks received for dental visits.Unsuccessful in three attempts to speak with a representative by phone. Indefinite hold, then disconnected each time on different days.

  Business Response

  Date: 09/26/2022

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

   

  Thank you for reaching out to us.  I am glad you reached out.  We had trouble initially with the claim for 6/14/22 as we did not receive the claims form for that.  However, we were able to find the information from a subsequent email.  We have processed that trip for $14 and you will receive a check shortly.

  thank you,

   

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

  Customer Answer

  Date: 09/27/2022

   
  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.

  If the check for mileage reimbursement is not received within the next two weeks from Intellurude, I will reach back out to the Better Business Bureau with an update.

  Thank you for all of your assistance.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/19/2022

  Below, please see reply received from the Better Business Bureau in regard to above-referenced complaint submitted online on 09-15-2022 against Intelliride Transdev.

   

  To date, Intelliride still has not provided mileage reimbursement for a June 22, 2022 dental visit. Three telephone calls not answered, as well as, three emails each a week apart, were made after the first 8 weeks past June 22nd. No response from Intelliride.

   

  The request for reimbursement was properly completed, signed and faxed after dental visit same day. Fax transmission indicated successful, as was the case with two prior reimbursement submissions, which were received.

   

  Another dental visit occurred on September 26, 2022 with another request for reimbursement faxed on same day. Given that the June 22nd reimbursement was not received, not optimistic that latest mileage reimbursement will be received after 8 weeks.

   

  Please advise if the Better Business Bureau is unable to resolve the above-referenced complaint.

   

  If so, next step is to email the ******** NEMT to inquire a source for filing a complaint with the appropriate state agency regarding mileage reimbursement.

   

  Kindest regards,

   

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

   

   

  Business Response

  Date: 10/26/2022

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

   

  Thank you for this information.  Here is what I got back from my billing team.

   

  Trip from Jun 22 completed on Sep 26 and Trip On Sep 26 comp on Oct 12.
  
  A check was issued for the September 26 trips on 10/21 (this is the week it was approved for payment by the ***********)
  I see we did get the approval for payment for the trip on Jun 22. I am checking with finance as this has not come back to us in the MR **** for issuing the check.

   

  I hope that is helpful and good news.

   

  thank you,

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

  
  

  Customer Answer

  Date: 11/01/2022

   
  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.
  

  Just moments before receiving this communication today from the BBB, emailed the BBB Resolution Team the followin in response to email received on 10--17-2022.
  Thank you for reaching out to TransDev on my behalf regarding never receiving a check for the 06-22-2022 (Trip # 4411721 and #*******)), faxed and successfully transmitted same day as 06-22-2022 dental appointment
  
  
  I did hear from *****, a TransDev Rep, via email on 09-13-2022, who stated she would look into the matter.
  
  
  After no further update from *****, I followed up once again via email to ***** on 10-28-2022, inquiring if resubmitting the fax is helpful in resolving; no response.
  
  
  Given that TransDev does not appear competent enough to resolve over an entire period of six months, I find it fruitless to continue this pursuit.
  
  
  However, I will email the **** as a last resort, but the outcome may be the same.
  
  
  Again, thank you for all your efforts on behalf of the Better Business Bureau.

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

• Initial Complaint

  Date:08/30/2022

  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 have been using Intelliride for 2 months now for doctors appointments because I am confined to a power wheelchair and have ******** as my insurance. I have been made to wait 2+ hours past my scheduled pick up time on several occasions, have not been picked up (without any notice, causing me to miss my appointment) three times and picked up over an hour earlier than the scheduled pick up time as well. It is unacceptable to make a wheelchair bound person, who cannot use public restrooms, wait around like this! I only live 3 miles from my doctors office and my trip, from pickup to drop off frequently totals 4 hours, or more, for a 1/2 hour or 1 hour appointment. Does this company not have any compassion for the disabled community? Their phone system is also unacceptable. Every time I have called, to find out what the problem is with my ride or to book an appointment, it is a minimum of 45 minutes (up to 2 hours) wait time. Their website is no better, it constantly glitches and books the appointment incorrectly, then you have to call and wait forever to get them to correct the problem. When I spoke with someone to complain, they blamed me for booking incorrectly, even though every time I have booked it myself it has either been via phone call or online. I have never been able to successfully book through their online rider portal without having to call to make them correct the glitches/errors. They are taking money from ******** and giving an unforgivably poor service. Because of ********s contract with them, the other companies who provide rides are unable to service you. So basically I am trapped into being transported by a sub-par service whom I cant rely on to get me to and from my appointments. I do not wish for them to contact me, as I have already spoken to them on this matter (having them try to put the blame on me) and there is nothing they can do to make up for my missed appointments and unbearable wait times on the phone and for transportation.

  Business Response

  Date: 09/12/2022

  **************,
  
  I am sorry about your experiences with us, and I have to admit I am just learning about them here.   You asked not to be contacted, so I will respect that and not reach out.  However, Id like to at least leave a suggestion here that I think could and would help a preferred provider.   This is a situation where you can have a regular provider who will be assigned to your appointments.  Even if you are scheduling through an app on your phone, chatting in, or calling in you will be assigned to the same company every time they are available.  Because we are a govt contract, there is some paperwork involved, but its only 1 page.  Please let me know, or anyone you speak with if you call in that you are interested in the preferred provider program.  Its free and easy.
  
  *******************

  Customer Answer

  Date: 09/12/2022

   
  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. Please go ahead and reach out to me as I would appreciate having a preferred provider. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2022

  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.

  We are still waiting for reimbursement from Intelliride. This is the second time I have requested the help of BBB as we cannot get thru to Intelliride.We have received nothing from January, February, March, April, June and oddly received one way for May.There is no point to try to reach them as they will not answer emails. Not everyone has enough minutes on their cell phone to sit on hold for hours.I am still not understanding how the ***************** continues to use this company with such horrible reviews.If there are standing orders for cancer treatment at the same facility I cannot understand the time lapse for reimbursement or even being able to get an answer from Intelliride.Your help would be appreciated as another treatment is Thursday.

  Business Response

  Date: 09/02/2022

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

  Thank you for reaching out.  I have reached out to my claims team to find out what the delay.  Our apologies.  I hope to know more today.

  
  Thank you,

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

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  It has already take nearly 2 weeks for a response as to why the 8 month delay.

  I hardly think there will be a response by end of day.
  

  Business Response

  Date: 09/06/2022

  
  Hi team,
  
  I received and responded to the complaint mentioned above this morning.  I would like to add new information to it, but your platform has it locked (which I known about, but drives me crazy).
  
  Could you please add the following comments?  This is for ******************************
  
  ************************,
  
  As promised, I looked into the missing payments.  There were no trips registered with us during that time, so we have nothing to reimburse.  I have talked with our claims department, who is going to be nice enough to recreate those missed trips in our system so you can be reimbursed.
  Thank you,
  
  *******************
  
  Thank you in advance,
  
  
  ******************* |Manager Compliance, QA 
   | ******, ********
  ************ | **********************************************
  

  Business Response

  Date: 09/09/2022

  ***********************,
  
  I am sorry.  When I first said I had hoped to know more by the end of the day, it was before I knew that you had never arranged the rides you requested reimbursement for.   Our claims team has been nice enough to go back from scratch and complete the information that you had not provided.  As a direct result, the process has to start a new.  You will receive payment, but I cant push you to the front of the line, as it would be unfair to all the folks who did submit their paperwork and their trips with us.
  
  Thank you,
  

  
  

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:

  All trips were not ordered through the system for multiple reasons.

  1.) Trips are required to be ordered through IntelliRide ***** hours in advance. My appointments tend to vary depending on lab results and the Dr. scheduling to see me which is not always within ***** hour notice.
  

  2.) We live in a rural area, internet or access to, is not always available.

  3.) After submitting several requests for reimbursement and emails to verify such, We received no response for several months to confirm our requests had been accepted or gone through properly.

  4.) We are still waiting for an answer as to why payments in *** were reimbursed, but only one way.
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/20/2022

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

  
  We do ask that trips are booked through us for reimbursement 2 hours ahead of time.  This is a requirement from the state. It is not something we can waive, which is why we set up multiple outlets.  For trips, you can call us, email or fax order forms, and working from your cell phone you can use an Ecolane app, or chat through our webpage, which can also be done form a cell phone.  Lastly, if your appointments are on a static schedule, you can set up a standing order that will auto generate trips.

  
  We were willing to backdate your missed trips, which I thought was a generous offer.  It is true the process is not fast.  While we seek to improve that, there are measure and audits in places that make sure taxpayer resources are protected.
  I am sorry for the delay in your reimbursements, but remember that we had to create your past trips from scratch entirely on our end, which was very time intensive.  Though lets say your trips go back to **** I cant put you at the front of the line when we just got word of all of these trips a couple of weeks ago.

  
  As to your last point, I do not understand the question.  Are you saying you were reimbursed for half the trips?  Or reimbursed for each trip, but only at 50%?

  
  Thank you,

  
  *****

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Thank you *****,

  I have not been reimbursed for ******** February, March, April, June but was reimbursed ONE WAY for May.

  If any of the emails would have been answered we would never have gotten to this point.

  While I appreciate your "efforts" I still do not understand the lack of communication.

  If emails are not an effective way of communicating then that option should be removed.

  My daughter was told scheduling must be done 72 hours in advance, now you are stating 2 hours.

  Barring an emergency my appointments were standing for treatments monthly. Imaging and unforeseen allergic reactions were not on a standing order.

   

  Business Response

  Date: 09/23/2022

  ****,

  
  Here is what I was able to find.  It appears we have you paid through April 28th,with a check for $510.  It appears there was an error on the * leg of your trips that wasnt paid out correctly in May.  That was indeed our error, and the correction has been processed and is with the state now for final approval.

  
  Thank you,

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