Complaints

This profile includes complaints for Transmedcare, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Transmedcare, LLC

  489 FL-436 #117 Casselberry, FL 32707

  
• 

  Transmedcare, LLC

  Maitland, FL 32751-3370

  

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:01/26/2025

  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 contracted TransMedCare to transport my father from ******, ************ to ***********, ** on Jan. 20 - 21 with my brother. This was to be a 14-hr trip, but was 24+ hrs. TransMedCare promises safe transport in a state-of-the-art medical transport van featuring all the comforts of home with experienced medical teams fully equipped to handle the special needs of the elderly and disabled, but we received anything but that.The van arrived 90 min. late from the updated arrival time (which was already late) without any communication about being further behind schedule. When I tried to call the helpline, there was no way to leave a voicemail or successfully reach someone to find out the status of our transport. Despite having the battery replaced prior to arrival, the van broke down in the middle of the night, and it was later revealed by the crew that they knew the vans issues were not adequately addressed and that TransMedCare management had deferred needed maintenance of the van. While the crew was addressing the vans mechanical issues, they left my brother on his own in a hotel room to attend to my dads medical and personal hygiene needs with no communication for hours at a time. Also, the van was clearly not outfitted for cold weather and was literally freezing cold. The windows iced over, and the crew had to replace water bottles mid-trip because those kept in the vehicle near my dad froze solid. The patient care was substandard and at times unsafe. The crew was not prepared to change the dressing on a wound of my fathers, despite my disclosure of this need on TransMedCares medical information form. The *** on board was apparently unauthorized to dress the wound, and my brother had to change the wound dressing himself. The *** did not provide the constant care promised by TransMedCare and only provided assistance when specifically asked and avoided being with dad unless absolutely necessary due to the cold in the patient compartment of the van.

  

  Business Response

  Date: 01/27/2025

  Dear Ms. ******************** you for sharing your feedback. At ***, we take every comment seriously, as it helps us refine our services and ensure the best possible experience for all our clients. We would like to address the concerns raised in your review and provide clarity on the situation.

  
  We understand how stressful delays can be, especially when transporting a loved one. On January 20th, our crew encountered unforeseen weather and road conditions in ************ while traveling to ********,including extreme cold temperatures (-20F) and hazardous travel conditions.These factors contributed to the delay. Additionally, the lack of communication from the crew regarding the late arrival time was an oversight, and we sincerely apologize for this lapse. As a gesture of goodwill, we offered a $500 discount to address this issue.

  
  Our office hours are stated on the website. While these hours are communicated to clients, we regret that this may not have been reiterated clearly during your experience. After-hours calls are not monitored,but our crew remains available to address concerns directly during the trip.When informed of discomfort regarding the temperature in the van, our team promptly contacted the crew to resolve the issue by increasing the heat in the patient compartment. This shows that we took immediate action to address concerns once they were brought to our attention.

  
  We strive to maintain our fleet in optimal condition and conduct rigorous inspections on all vans. Despite these precautions, the van experienced an issue with the fuse box, which intermittently prevented the alternator from charging the battery. This is a rare and unpredictable issue,not part of any standard maintenance schedule. Our crew responded by stopping in ***** to replace the battery and then seeking assistance from local mechanics early the next morning. Unfortunately, repairs were delayed because shops were either unable to diagnose the issue or required a multi-day wait. To ensure the continuation of the trip, a second battery replacement was conducted, and the crew proceeded without further mechanical problems.

  
  Our ************ Report (PCR) and Daily Log document that consistent care was provided throughout the trip, including administering medications, assisting with meals, and addressing personal needs. The *** onboard legally could not provide wound packing, as this exceeds their scope of practice. You stated in the questionnaire that the wound was "unstageable." A simple online search of "what stage of wound care is packing a wound" identifies this as part of the debridement stage,which we are not legally allowed to perform. You also indicated that the "dressing should be changed once overnight." We are capable of changing dressings but not packing wounds, which is what your father required and your brother provided. This was noted on the medical questionnaire completed prior to the trip. It is essential that all medical needs are accurately disclosed during the booking process to ensure proper planning and staffing. Despite this oversight, the crew and your family worked collaboratively to ensure your fathers needs were met.
  The extreme cold weather caused additional challenges, such as frozen water bottles and iced windows. To conserve power while the battery issue was addressed, the crew temporarily limited heating in the rear compartment. However, they were instructed to prioritize passenger comfort, and the issue was resolved promptly upon notification. To address the frozen water bottles, the crew stopped and replaced them as needed. We regret any discomfort experienced during this time.

  
  The signed contract outlines that significant medical needs,such as wound care requirements, must be disclosed during the booking process.Clients and family members are required to bring concerns to the attention of the crew or the office immediately to allow for resolution. We adhered to these terms while making every effort to address unforeseen challenges and ensure the safety and comfort of your father during transport.

  
  We are deeply sorry for the difficulties experienced during this trip. While many factors were beyond our control, we acknowledge that communication could have been better, and we are taking steps to improve in this area. We offered a $500 discount as a reflection of our commitment to client satisfaction and as acknowledgment of the inconvenience caused. However,the discount was not accepted, and we received a check for $2,500 less than the original cost. We do not accept this payment amount and have run the credit card on file, plus the 4% fee associated with card payments. The check has been mailed back to you.

  
  Threatening a company with a negative review to secure a larger discount crosses an ethical and potentially legal line. We value honest and constructive feedback to improve our services, but it must come from a genuine place of concern rather than coercion. We have the audio recording between your brother and ******* stating this fact.

  
  All relevant paperwork and documentation related to this transport are included in this packet for your reference. If you have any additional concerns or would like to discuss this matter further, please dont hesitate to reach out to us directly.

  
  Sincerely,
  S. ****** ********
  CEO, ***
  

  
  

  Customer Answer

  Date: 01/27/2025

  Dear BBB,

  Thank you for your time.

   I find TransMedCare's response to my complaint very unfortunate.  I did not submit my complaint as a threat or in search for a discount. Instead, it is a warning to others. I would not want anyone I know to trust this company with a loved one. It fails on so many levels for TransMedCare to justify frozen water bottles next to a medically fragile 86-year-old man. Instead of traveling comfortably, securely, and safely, my father gritted his teeth through an extended transport on a stretcher that could not reliably support the weak side of his body from his stroke as the van bounced along the road for hours in the cold. 

  I am not sure what the crew shared with TransMedCare management, but everything that I wrote is factual. The crew did check my fathers vitals periodically (and had to be reminded to recheck them after receiving several especially high temperature readings), but they never administered medications and never fed him. Thankfully, my brother was able to do those things and clean my fathers wound. We now understand, after the fact, that the onboard *** did not have clearance to clean a wound, but we entered into this agreement under the belief that our fathers medical needs would be taken care of by your trained medical professionals. 

  
  But TransMedCare is right that we should insist on honesty. We do not believe that they adequately attended to their vehicles needs and maintenance ahead of this trip. We do not believe they have been honest about that. Our trip was delayed and then it was interrupted. What was supposed to be a comfortable overnight transport continued into the next day and the next night in extremely uncomfortable conditions. It was desperately cold in the back of that van where my father and brother rode along. You at the BBB can ask the crew about the frigid temperatures back there. They felt the same way. 

  
  It is for these reasons that I sent a check for a lesser amount than per our contract, in order to at least somewhat reflect the service my father actually received. I do understand that TransMedCare did incur costs for the trip (gas, crew), but we did not receive the service we were promised at all. I feel asking for only a 33% reduction is more than fair. 

  Please tell me how I can advocate for this remedy as I do not believe that this company is responding in good faith or sharing the full facts of the trip. 

  Regards,
  ******** ******
  
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22860242
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for your time.
  
   I find TransMedCare's response to my complaint very unfortunate.  I did not submit my complaint as a threat or in search for a discount. Instead, it is a warning to others. I would not want anyone I know to trust this company with a loved one. It fails on so many levels for TransMedCare to justify frozen water bottles next to a medically fragile 86-year-old man. Instead of traveling comfortably, securely, and safely, my father gritted his teeth through an extended transport on a stretcher that could not reliably support the weak side of his body from his stroke as the van bounced along the road for hours in the cold. 
  
  I am not sure what the crew shared with TransMedCare management, but everything that I wrote is factual. The crew did check my fathers vitals periodically (and had to be reminded to recheck them after receiving several especially high temperature readings), but they never administered medications and never fed him. Thankfully, my brother was able to do those things and clean my fathers wound. We now understand, after the fact, that the onboard *** did not have clearance to clean a wound, but we entered into this agreement under the belief that our fathers medical needs would be taken care of by your trained medical professionals. 
  
  
  But TransMedCare is right that we should insist on honesty. We do not believe that they adequately attended to their vehicles needs and maintenance ahead of this trip. We do not believe they have been honest about that. Our trip was delayed and then it was interrupted. What was supposed to be a comfortable overnight transport continued into the next day and the next night in extremely uncomfortable conditions. It was desperately cold in the back of that van where my father and brother rode along. You at the BBB can ask the crew about the frigid temperatures back there. They felt the same way. 
  
  
  It is for these reasons that I sent a check for a lesser amount than per our contract, in order to at least somewhat reflect the service my father actually received. I do understand that TransMedCare did incur costs for the trip (gas, crew), but we did not receive the service we were promised at all. I feel asking for only a 33% reduction is more than fair. 
  
  Please tell me how I can advocate for this remedy as I do not believe that this company is responding in good faith or sharing the full facts of the trip. 
  
  Regards,

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

  
  

  
  
  

  

  Business Response

  Date: 02/10/2025

  I have attached my response. 

• Initial Complaint

  Date:03/08/2024

  Type:Order 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.

  March 6, 2024 I had to move my parents from ******** to *****. My mom to *********** and my dad to Assisted Living. Already a very stressful situation. We felt a medical transport company was the best choice. My mother has dementia and their website states: "We specialize in long distance elderly transportation, including transport for senior and elderly patients with dementia..."Per their website (and the many documents I had to sign) they would provide: ********************** with **/DVD and Wi-Fi" What they got: the ** turned on to one sitcom episode that played over and over.The contract states: "Stops will be made for breakfast, lunch, dinner, route fueling, and restroom breaks. All on-board will have access to the snacks and drinks stocked on-board. All on-board will have access to on-board cooler." What they got: The van left at 10:15am. At 2pm they were given lunch from Subway. They were dropped off at the final destination at 11:30pm. They were never fed dinner. They are 82 and 85-years-old. They needed dinner!!!!They were offered only the choice of ginger ale to drink, and then were discouraged from drinking at all because they didn't "want more bathroom stops." The "snacks provided" was one bag of pretzels they had to share. There was no privacy provided for the "bathroom" which was not a bathroom but a makeshift toilet set on the floor in the middle of the van with my dad a foot away, no privacy, while my mom used it. She was humiliated. Their website says: "We will treat your loved one with love, respect and dignity." Both of my parents said the drivers were great, but the nurse spent more time napping than anything else. We were told there would be "Regular updates to family on patient status and time of arrival." No updates were given. I had to text the nurse and ask.

  

  Business Response

  Date: 03/20/2024

  I have spoken with *** twice since submitting her compliant. I have come to the understanding that everything has been explained, addressed, and apologized for. All calls are recorded. On the second call she stated that she felt things were address and would close this review. That has not happened so I have responded to the complain in full detail in the Document uploaded. 

  Customer Answer

  Date: 03/21/2024

   
  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:02/20/2023

  Type:Customer Service 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.

  $8,700 for transportation from Boca Florida to freehold New jersey. with a certified health professional to be on board to take care of my mother during her transport and to make sure all proper medication and supplies were on board with us. both of these are not met I have reached out two times and spoke to two different people but never to the director of operation to I was told would be calling me. Not only was my mother's care wildly inappropriate on this trip. the fact that nobody called me back is absolutely ridiculous.

  

  Business Response

  Date: 02/20/2023

  I have attached a PDF of my response to the submitted complaint. 

  Customer Answer

  Date: 02/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Complaint: ********
  
  
  I reject your response for the following reasons:
  
  
  Mr. Brainard,
  With all due respect sir, it is with the utmost confidence that I can say that had I not filed this complaint I would have never heard from you. That being said, let's first correct who I originally spoke with regarding my issues with transport. It was Emma  on 1/20/2023. She was calling me about the email that I sent stating I would like to speak with someone about my concerns. She called me back and I went over in detail exactly what had transpired during our trip. She assured me that Kristen would be reaching out to me. Becky called me Monday 1/23/23 to say that she had received my email request, at which time I explained that I had already spoken with Emma and was awaiting Kristen's call. 
  When Kristen did reach out to me, I went through the situation in its entirety once again, which was then and still is, extremely difficult to talk about.  At that time, I was again assured that the "Director of Operations" would reach out to me. I can only guess that that was you? 
  Now to your responses. I will respond in the same order you listed, including your category headings
  

  MEDICATIONS:
  I am completely aware that insulin could not be administered by your staff, We had zero problem with that, However the facility gave Norma the medications and the list of medications which she did not look at as she was too busy giving your media information and pens to the the desk staff (who are not the people who make any decisions for patients for transport).  Again, with all due respect, if she was "in charge" of medication and was the "medical care person,” regardless of whether she was to administer or not, she should have checked to make sure everything was there before leaving the facility. 
  As far as coming up with a solution as to what to do when we realized there were not any needles for the pen to administer,  LET ME BE CLEAR my brother Scot and I talked it through and requested that Bobby reroute the GPS to the closest CVS pharmacy. The conversation that I heard Norma have with whoever she called, was that there were no needles to administer the insulin and whether she had permission to go to the nearest ER. We were not going to go through going to an ER for needles that would have been absolutely preposterous. Thank goodness my mother had an active prescription at the CVS and my brother and I were able to get them in that manner.
  
  PATIENT INCONTINENCE
  Again, let me be clear, when we booked transport and spoke with Becky and went over everything, I stated that my mother needed to be changed and did NOT want any family member(s) assisting in that sensitive event as she would be embarrassed and I was assured that this would not be a problem. So you could only imagine my panic and dismay when Norma said ok lets change "her" before we get to the rest stop as we only have limited time when we stop.  WHAT????  This was unacceptable on so many levels, including upsetting my mother who was already depressed and not feeling well to now feel compelled to repeatedly apologize to me for my having to do what she perceived as an unpleasant and degrading act (especially when done by one’s child). Witnessing this, Norma should have realized the disturbance she was creating and made sure it did not happen again. Did she? Unfortunately, the answer is NO. None of this is something that we, the family, should have had to deal with. I was not going to embarrass my mother any further. If we had known your staff could not or would not take full exclusive responsibility for changing my ill mother, I would not have used your service, but I was told to the contrary, and did NOT receive what I was promised. 
  

  TV VOLUME
  Again, when we signed our documents for the transport we read and reread them, and then once on board, read your RULES regarding “respect” and made sure to follow every word during the entire trip. Unfortunately, I cannot say the same for Norma. While my brother and I were watching  “Travelin' Band: Creedence Clearwater Revival at the Royal Albert Hall Documentary” on Netflix we set the volume on a reasonable level to ensure we were being respectful, however we cannot control how the volume fluctuates between the people talking and the music. When Norma asked the first time, we lowered it to a volume we could barely hear.  When she came back and rudely scolded us like we were unruly three years old, we turned it off although, finding her choice of words and overall delivery inappropriate and totally disrespectful to us, the clients. We were so taken aback by her inappropriate behavior, we feared she would drop us off at the next rest stop to find our own way home. I was then and still am, appalled at being treated in this horrific manner by staff of a medical transport that is in the business of dealing with people who are ill and in need of help. Kindness, patience and overall compassion should lead, not the selfish rudely delivered needs of the staff. 
  Also, for your edification, I am not sure that I believe that Terry called as well as he was driving the vehicle at the time and Bobby was the one sleeping.
  
  LINENS
  I have read and reread this portion several times and can in no way validate the retort you gave.  Your crew would need to wait, as your policy is to get the linens back,  A facility does not work on your time, there are protocols in place at the receiving facility that simply do not take precedence for a blanket. The admittance of my mother, took a backseat to your staff’s inquiries and efforts to get back on the road. We were astonished at the continuing lack of care given to my mother by your staff. In fact, I  was informed by the facility that they have never received a patient in such poor conditions from a transport. I can give you the phone number of the facility should you want to speak with them directly as to the information they reported on their Arrival Evaluation concerning my mother.
  

  As far as changing your policies due to these complaints, personally I don't know what they were to begin with and so I have no idea if anything was changed and quite frankly, am at a loss as to what that does for me, my brother and most of all my mother who were forced to endure the pain and emotional distress at the hand of your staff throughout the trip that we readily paid dearly for relying on your false statements as to the treatment and quality of your service. 

  
  I will remember this trip for the rest of my life with sadness and disgust. Thank goodness my brother and I accompanied my mother on this transport as I can only imagine with great fear and trepidation  what might have happened had my mother been alone.
  Sincerely,
  
  
  Jennifer Mazzi
  

  
  

  

  Business Response

  Date: 02/28/2023

  I've attached my response