Medical Transportation Brokerage of Arizona

I am desperate to get help with the problems with this company. I live at least one hour from my doctors andI have had to constantly cancel and reschedule my appointments because the drivers are so late there isn't time to get to my appts. on time or they don't show up at all. The last incident was 7/30/15 and 8/11/15. It is important that I get to the oncologist for a port flush. I had to reschedule and this last time I called them early @ 10am because I hadn't recieved a confirmation call from the driver and the girl had to call dispatch to arrange for a pick up and assured me they would be on time which wa supposed to be @ 12pm. She said she knew I had been having alot of trouble with this company and would go the extra mile to help me. However I had to call @ 11am and cancel due to severe storms in phoenix and dangerous traffic conditions. They told me the driver was coming @ 11:36 which would have been too late anyway. At 2pm a driver showed up and said no one told her it was canceled and that would have been way to late anyway. I always insist on dial a ride because they have never been late and Itell them I don'twant yellow cab because they are always late or don't show up. This is causing me extreme anxiety where I can't sleep the night before and have to take medication for anxiety because of this.They have lied about when the driver is on their way when they were no where near here and would have been too late. The dr.s officeare getting angry with the constant last minute reschedules andI'm afraid they are going to start refusing me care. I called the insurance co. to report them as I suspect they are still being billed for these scheduled no shows. I have talked to other elderly dependent on rides with this co. and the story is always the same and sometimes even worse. I'm going to call medicare and complain though I doubt if it will do any good. Please let me know if you can help or what I can do. I tried to get on with the company my 92 yr. old mother has Logisticare, but she's on long term care and I'm not even though we both have the same ins. [redacted] Complete theywouldn't. let me change. [redacted] is always on time and have no problems with them at all.

When they do a good job, which they usually do, I'm happy and barely think about them. It's only when they really screw up that I feel compelled to complain and give a bad rating. I want to be fair, though, and give positive reviews when they do things right. So here it is.

I forwarded the additional information to the Finance Manager who submitted the following additional information:  Hello: We certainly followed up with[redacted] to resolve this issue and make sure we get to the root of theproblem to avoid repeated issues with. We found out she was faxing the info tothe wrong department and some of the faxes were missing as I stated on myprevious response.  [redacted] personally spoke with herand we agreed that mailing the reimbursement paperwork would be the best avenueto take for both parties. She has since mailed the paperwork and we received iton Tuesday 2/17/2015. We have expedited the process for her, and will besending her a check in the amount of $367.00 at close of business today.  [redacted]Finance ManagerAAA Transportation[redacted]

MTBA is constantly searching for and recruiting qualified transportation providers throughout [redacted] to increase the number of transportation providers under contract with MTBA in an attempt to improve both timeliness and coverage.Again, MTBA regrets and does apologize to this customer for his inconvenience and look forward to providing him better service in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with [redacted] yesterday (February 11, 2015) and she told me that she had received the faxes I sent but the entire sheet was not received (the bottom of the page was cut off).  [redacted] stated that she believed it was a problem with the fax machine I used.  I explained to [redacted] that I had used two different fax machines (the first one, on November 10, 2014 was sent from my work, [redacted]) and the second fax was sent on 1/02/15 from the [redacted] store in [redacted].  I received fax confirmations both times.  I have used my work fax to send documents to the Social Security office on two occasions, and both times they were received with no issues.  I believe the problem is with the fax machine at Medical Transportation Brokerage, and they need to have this repaired, as I have had this problem before, where the employees claimed they hadn't received my request for reimbursement through the mail and faxes.
The information provided by Abe is not correct. I will mail the forms today and expect to have a check mailed to me next week.
Regards,[redacted]

I am the Quality Manager for MTBA and have reviewed the customer’s complaint information.  First, I do want to sincerely apologize for the inconvenience and dissatisfaction with transportation services expressed by the customer.MTBA, like transportation brokerages throughout the county,...

are experiencing a rapid increase in service demand as a result of the Affordable Act and increasing staff and transportation companies to attempt to keep up with the service demand.We appreciate the feedback and information provided by the customer and Quality Management has identified two service failures based on the customer’s information.  MTBA has a policy that when any caller is placed on “Hold”, at two minute intervals the customer service representatives are to come back on the line every two minutes to provided updated information on what they are doing and how much longer it might be.  By not doing this, customers are not given the opportunity to end the call and call back at a later time or may choose to continue to hold.Quality management has reported this issue to the MTBA Operations Manager for follow up and re-training of the customer service staff to ensure this policy is adhered to consistently in the future.Quality Management did locate the trip described in the customer’s complaint that resulted in a late cab assignment by the assigned transportation company and the customer was not transported and did miss his medical appointment.MTBA reports “Service Failures” to the various insurance companies and the insurance companies have set high standards for service levels and monitor this closely.MTBA is informing its’ customers that there are numerous alternatives to door-to-door taxi cab service that include:* A pre-paid bus pass that can be used 24/7 for any purpose to include transportation to and from  medical appointments.  This bus pass can be used in [redacted] County for either bus or rail service.* MTBA also offers a “Friends and Family* reimbursement program the will pay either a customer’s friend or family member a gas reimbursement at a specified rate if they transport a customer to and from a necessary medical appointment for a covered service.  This customer may call and request reimbursement information from MTBA.MTBA maintains a unique customer account for each of its customers and this customer’s account has been “Flagged” to indicate timeliness issues and a note stating, “Do not leave on hold for more than two minutes intervals’.MTBA is constantly searching for and recruiting qualified transportation providers throughout [redacted] County to increase the number of transportation providers under contract with MTBA in an attempt to improve both timeliness and coverage.Again, MTBA regrets and does apologize to this customer for his inconvenience and look forward to providing him better service in the future.Sincerely,[redacted]Quality ManagerMTBA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

I do want to apologize for the timeliness issue created by a significant increase in our service demand due to the biggest sporting event of the year, the Super Bowl.  We continually strive to ensure our transportation vehicle availability is at a level that will allow for the timely service...

our customers expect.  We are a company that values all of its' customers and since the time of this less than acceptable service, changes have been made to both staffing and we have increased our vehicle fleet with more independent and employee drivers.  I can assure you, [redacted] was not "billed" for this trip as the billing system is not based on single trips or even trips that were canceled.  Again, our sincere apology for the lateness of our transportation and we will continue to listen to and respond in a positive way to our customers and providers.[redacted]Quality Manager

As I write this review I had called to check on the status of the ride for my son at 8:42 AM for a 9:15 AM doctor's appointment. The ride was suppose to be here at 8:15AM. While being put on hold for 15 mins I heard a couple of clicks, the wait message and was disconnected. I am now on hold again after calling back in. It is now 9:03 AM. Looks like we are not going to make this appointment and this is not the first time we have had to cancel.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

About 20% of the time they do not show up to pick up my mom for her medical appointments.

This place is horrible. I made a pick-up request for my mom, got a confirmation number. She is in a wheelchair and is going to physical therapy. They did not pick her up. When I called they told me the confirmation number was for Monday morning which had already passed. The appointment was for 9:00AM on Monday they claimed. I made the appointment for pickup Monday afternoon. Apparently they're system allows them to post date appointments!

I had a MTBA yellow cab driver yell angrily at me three times when I told him I wanted to get out of the cab on the corner of my apt. complex. All three times he shouted "I am driving". When I started to open the door he finally pulled over and let me out. He then made a u-turn and yelled out the window "you are a f*ing b!". I filed a complaint with MTBA and recieved a response from UnitedHealthcare Grievance Coordinator advising me the complaint would be put in the driver's employee files, no similar complaints had been filed, and the complaint is unable to be substantiated. Two weeks later, another MTBA driver was 52 minutes late and arrived with another passenger as "ride-share". This has never happened before. I had 8 min. to arrive for my appointment which takes over 20 minutes drive time. When they both began speaking Spanish I asked them politely to please speak English since they both can quite well, whereupon the passenger became belligerent. Several times the driver refused to answer me when I asked if he would be dropped off soon or be on my entire trip. I never once spoke to that man or even looked at him, but he continuously interrupted my trying to talk to the driver and she in turn continuously ignored my questions. When she finally said I would reach my destination first, I told her three times to pull over as soon as it was safe and let me out. She refused until I said she cannot hold me in a taxi against my will. That must have indicated to her that what she was doing was not just premeditating retaliating with a witness for my filing a complaint against a fellow driver, but rather closely resembling abduction, unlawful restrain, and kidnapping.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that at this time, this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I have received an email from the business inquiring on specific dates where the deficiencies occurred, I am hopeful that they will resolve the situation.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I spoke with [redacted] yesterday (February 11, 2015) and she told me that she had received the faxes I sent but the entire sheet was not received (the bottom of the page was cut off).  [redacted] stated that she believed it was a problem with the fax machine I used.  I explained to [redacted] that I had used two different fax machines (the first one, on November 10, 2014 was sent from my work, [redacted]) and the second fax was sent on 1/02/15 from the [redacted] store in [redacted].  I received fax confirmations both times.  I have used my work fax to send documents to the Social Security office on two occasions, and both times they were received with no issues.  I believe the problem is with the fax machine at Medical Transportation Brokerage, and they need to have this repaired, as I have had this problem before, where the employees claimed they hadn't received my request for reimbursement through the mail and faxes.
The information provided by Abe is not correct. I will mail the forms today and expect to have a check mailed to me next week.

Regards,[redacted]

MTBA is constantly searching for and recruiting qualified transportation providers throughout [redacted] to increase the number of transportation providers under contract with MTBA in an attempt to improve both timeliness and coverage.Again, MTBA regrets and does apologize to this customer for his inconvenience and look forward to providing him better service in the future.

I have only had 2 postive interactions with this service in the last 6 months. Its tskes to long to

speak to an operator, then they all lie abt the pick up times an how long u have to wait. Then

they blame the other person for mistakes. The drivers do not know how to get to your location,

the can not follow directions, they talk on their cell phones while driving, the disrespect the

clients, and are late picking up up for appointment or do not come at all for pick up. I had to

cancel 3 appts, cause the service did not send a driver. When I call they tell me to call them

back if the driver donot come, as if I have time (10-15) minutes to stay on the phone with

them. Today, I missed my eye appt. Because the driver did not come, the operator told me

that the pick up time was listed at 6amm when I was given 7am. Them the driver calls me at

5:30 saying I know Im early but are you ready for pick up? The service need better drivers,

an operators who tell people the truth abt wait times and STOP lieing to clients.

Normally when we received issues and complaints referring to untimely service we have an opportunity to research the specific trip, day and time of the issue.  In this case, a family member is submitting the complaint on behalf of the customer.  As the Quality Manager it is my primary...

function to ensure that MTBA contracts with as many qualified and State Licensed transportation as possible to keep up with the ever increasing service demand.  I want Ms. [redacted] to know I do not question the information she submitted and in the interest of improving transportation services for her Aunt, I have notified the [redacted] Wheelchair/Stretcher Manager of the timeliness problems.  I did question the [redacted] Manager to determine who may have informed the caller that there were "only 2 stretcher vans" available for service.  Over the past 6 months, [redacted] has increased the size of its' wheelchair and stretcher van fleet by 8 vehicles.  MTBA also contracts with several contracted transportation providers who also provide stretcher transportation services.  There are times on any given day when unexpected "add ons" for stretcher services occur due to hospital discharges and other non-scheduled service.  This process does create a delay, at times, but never should ascend to the level described by Ms. [redacted] of a 5 hour wait.  [redacted] has informed us that they are installing an upgraded dispatch program and a scheduling program to better both their coverage of special transportation services and timeliness.  If Ms. [redacted] would like to speak with me, she may call, ###-###-#### and I will be happy to discuss both the issue and the "fix".  I have also discussed the problems associated with this caller in gaining access to an MTBA Supervisor.  This issue has existed during certain peak hours but is still not an excuse for not allowing our customers an opportunity to discuss real time issues and problems.  MTBA is developing a "Team Leader" model that will place a management person in each working area to be available immediately to any customer or caller requesting supervisory assistance.  We truly regret the incidents described in this complaint and we are focused on improving our stretcher services to all of our valued customers in Maricopa County.Truly,[redacted]MTBA Quality Manager###-###-####Fax:  ###-###-####Email:  [email protected]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

I forwarded the additional information to the Finance Manager who submitted the following additional information:  Hello: We certainly followed up with[redacted] to resolve this issue and make sure we get to the root of theproblem to avoid repeated issues with. We found out she was faxing the info tothe wrong department and some of the faxes were missing as I stated on myprevious response.  [redacted] personally spoke with herand we agreed that mailing the reimbursement paperwork would be the best avenueto take for both parties. She has since mailed the paperwork and we received iton Tuesday 2/17/2015. We have expedited the process for her, and will besending her a check in the amount of $367.00 at close of business today.  [redacted]Finance ManagerAAA Transportation[redacted]