SF Construction, Inc.

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*** 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 *** Wheelchair/Stretcher Manager of the timeliness problems I did question the *** Manager to determine who may have informed the caller that there were "only stretcher vans" available for service Over the past months, *** has increased the size of its' wheelchair and stretcher van fleet by 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*** of a hour wait *** 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*** 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,*** ***MTBA Quality Manager###-###-####Fax: ###-###-####Email: [email protected]

We do apologize for your dissatisfaction with the service provided.  I a forwarding this information to the MTRBA Quality Management Dept. who have the ability to locate and listen to your call. It is our mission to ensure that each customer receives the highest quality of service. ...

You may call the Quality Management Department within 2=days to speak with a Quality Analyst who will ensure your information about the phone service will be forwarded to the MTBA Manager. Appropriate corrective actions will be implemented when identified.

Agreed.  The grievance will be investigated and the customer will be called/notified.

I do not accept this resolution. I want them to do the investigation then contact me I have jumped through enough hoops with this company for a life time. I will be quitting my current medical plan due to their horrendous service, I am switching to a plan that uses a completely different transportation company. As soon as I have finished the investigation into which ones do not use this service.

Revdex.com:
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,
[redacted]

The MTBA Quality Manager investigated this customer's complaint and learned that a member of the QM staff attempted to provide information and resolution to this customer yesterday in what has been described as a difficult phone call.  The customer has been asked to provide...

documentation from his provider stating that his issues are aggravated if he is not transported by a specific transportation company.  MTBA remains available to assist this customer with any transportation issues in the future.