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:04/23/2025

  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.

  My name is ***** ********** I am a patient who attends dialysis Mon, Wed, and Friday. I am currently in the ******** waiver program through ***********************. They are over the transportation provided for my care. I currently ride with LCP transportation indiana, who uses a third party TCS transportation. On numerous of occasions they have fail to provide me reliable transportation to my appointments. Myself and daughter has filed numerous of grievance and reports concerning my transportation issue with LCP and United health care. Nothing has been addressed! When talking with the customer service **** they disclose the driver is in route or they have updated my times for pickup appts. That is not true! The 2nd week of April. The driver never showed up, As I was told they had issues with checks of payments to the employees. My life rely on getting to dialysis. Also the drivers are late picking me up, which I am always the last to leave the dialysis center. This has been going on for a year on and off. I have reported to Supervisors and United health and nothing happends! At this point my life is being jeapodise due to me going to my appt late or missing my appt. My daughter has to take me which can cause a risk because I'm in a wheelchair and require the wheelchair van. I can pass out or cause complications which will jeapodise my life. Please look it to this....

  Business Response

  Date: 05/01/2025

  Root Cause: (Trip Summary to identify the root cause of the grievance)
  4/28 ******* 1000/1100
  TCS
  Leg 1: PU 1004 DO 1013
  4/28 1027, updated appointment time from 1300 to 1100, making the to be ready time 1000.
  4/28 1508, the facility called for the return.
  Leg 2: PU 1547 DO 1557
  
  4/25 ******* 1000/1100
  TCS
  4/22 1027, updated appointment time from 1300 to 1100, making the to be ready time 1000.
  Leg 1: PU 0944 DO 1012
  4/22 1432, the facility called for Ms. *********** return.
  Leg 2: PU 1529 DO 1540
  
  4/23 ******* 1000/1100
  TCS
  4/22 1027, updated appointment time from 1300 to 1100, making the to be ready time 1000.
  4/23 1022, ETA 13 minutes
  Leg 1: PU 0944 DO 1012
  4/23 1447, the facility called for Ms. *********** return.
  4/23 1535, the facility called for an ETA.  The driver is on site and headed inside to pick up Ms. ****************** 2: PU 1529 DO 1540
  
  4/21 ******* 1200/1300
  TCS
  4/21 1034, called for TBR.
  4/21 1116, the facility called to see if Ms. ********** was on the way. The *** relayed the to be ready time.
  4/21 1135, Ms. *********** daughter, ********, called for an ETA. The *** contacted the vendor.  The *** advised the appointment time was scheduled for 1PM.  There were currently no wheelchair vans in the area. Ms. ******** stated they spoke with a ***** who provided an ETA of 11 minutes.  The *** did not see any documentation of the call. Ms. ******** stated her mothers appointment time was 1100 not 1300.
  Leg 1: PU 1157 DO 1205
  4/21 1553, the facility called for the return.
  Leg 2 PU 1624 DO 1657
  
  4/18 ******* 1000/1100
  TCS
  4/16 1220, Ms. *********** daughter, ********, called to revise the appointment time.
  Leg 1: PU 1026 DO 1036
  4/18 1520, return
  4/18 1607, ETA. ETA 14 minutes.
  4/18 1627, ETA 12 minutes
  Leg 2: PU 1655 DO 1700
  
  
  Resolution- (Action taken to resolve and prevent the issue from recurring.)
  I requested a case manager to set up a scheduling profile.  He was informed by the dialysis clinic that Ms. ********** must arrive by 1045 for an 1100 chair time.  She has an approximate duration of 4 hours, with no hold time. Ms. ********** should be ready for her return at approximately 1510.
  
  The trips have been adjusted to reflect the information, and the vendor notified.
  
  Ms. ********** is also a monitored member, so we will be monitoring her trips.
  
  

• Initial Complaint

  Date:10/17/2023

  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.

  10/17/2023,paid by my insurance(medicare),they suppose to provide me with transportation to and from my doctor's ************** make my appointments 3 days in advance and they are late picking me up or never come and arriving to pick me up from my appointments they never comre to get me or they are 2-3 hours late,im sick and have numerous health problems..,they have done this many times.i speak to the supervisors and they say they will fix it and it won't happen again.it has happened yesterday when thy were to pick me up and it has happened today,im have multiple health problems and the whether is not good for me to be standing outside hours at a time.. im on a ****.

  Business Response

  Date: 10/25/2023

  I have confirmed transportation was scheduled for October 16, 2023 (confirmation *******) with a to be ready time of 12:00 PM for a 1:00 PM appointment.
  On 10/13 at 12:21 PM, transportation was scheduled.  **************** stated she was having trouble with her vision.  She stated the address was 759 45th Avenue Street.  The *** scheduled the address as 759 45th Avenue.  ******************** agreed with the address.
  The trip was assigned to TCS.
  Manifest records state **************** was picked up at 1:09 PM EDT/12:09 PM CDT and arrived at 1:41 PM EDT/12:41 PM CDT.
  On 10/16 at 2:09 PM EDT/1:09 PM CDT, **************** called.  She can barely see and cannot cross the street by herself.  She stated the driver dropped her off at 761 45th Street, not 759 45th Avenue.  The *** explained that it could take up to an hour for the driver to return to **************************** to 761 45th Street.  ******************** stated that would make her late to her appointment.  The *** documented **************** will be picked up and returned home. ******************** stated when she gets home, the doctor advised her to call so they can schedule a new appointment.  
  On 10/16 at 3:14 PM EDT/2:14 PM CDT, the driver called for a courtesy call.  The *** documented the driver arrived at 3:12 PM EDT/2:12 PM CDT.  The *** attempted to call ************.
  On 10/16 at 3:23 PM EDT/2:23 PM CDT, the driver called for a no show.
  On 10/16 at 3:35 PM EDT/2:35 PM CDT, **************** called for an ETA.  The *** reviewed the trip and informed **************** the trip was no showed.  **************** requested to speak with a supervisor but disconnected the call before speaking with one.
  On 10/16 at 3:55 PM EDT, the *** scheduled an urgent one way home.  Trip ******* was scheduled for 759 45th Ave, but it should be 759 45th Street.
  I have confirmed transportation was scheduled for October 16, 2023 (confirmation *******) with a to be ready time of 3:00 PM CDT for a 5:00 PM CDT appointment.
  On 10/16 at 3:55 PM EDT, transportation was scheduled.
  The trip was assigned to Lyft.
  On 10/16 at 2:58 PM CDT, per Lyft, Dechauma in a Chevrolet Impala was dispatched.  ************** cancelled the trip.  Cancellation fee charged.
  On 10/16 at 3:21 PM CDT, per Lyft, Dechauma in a Chevrolet Impala was dispatched.  She was picked up at 3:21 PM CDT and returned home at 3:40 PM CDT.
  Grievance Resolution-
  The complaint details have been forwarded to the *********** Manager for review.
  During scheduling, **************** was struggling to read the address.  She stated she was having problems.  She stated the address was *************;Avenue Street. The *** selected the address that was ***************, and **************** agreed.  During the trip review, **************** also confirmed the address.
  The drivers should only transport members to the addresses listed on a trip.
  The *********** tried to assist in getting a driver to return and assist **************** to the correct address. They did state it could be up to an hour for the driver to return due to the schedule.
  
  **************** can authorize a family member or friend to schedule on her behalf.  She may also have a family member or friend ride with her to the appointments.
  

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair 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.

  November 5th I was in the car accident with LCP transportation I've been trying to reach the owner and he's been dodging me ever since he told me he was going to contact me Thursday and never did