Medical Transportation Brokerage of Arizona

On February 8 2024 the driver got ready to unload me and unhooked something from the back of my wheelchair and the chair fell backwards hard with me in it. I hit my head and hurt my back. I already have pre-existing back conditions from Cauda equina syndrome. I have had 3 spine surgeries with fusion. The driver went on to say that it was my fault that I fell because I leaned back but physically I can't even lay on my back so there is no way I could lean back. I was still strapped in with seatbelt around my waist and the front of my wheelchair was still strapped in. He turned his back after unhooking my wheelchair from the back and I fell backwards very hard due to being up on a ramp. The driver then proceeded to leave me out in the cold dark door because the office wasn't open yet where my appointment was. I sat outside in my wheelchair alone and afraid, anything could have happened to me,I could have been robbed or something worse. The driver never once asked me if I was okay following such a hard fall. He told me that he had a schedule to keep. I have been having problems with this mtba since I been signed up for it. Missing appointments and not showing back up to pick me up. I have Cauda equina syndrome and have to self catheter 6 times a day as well as manually remove my bowels. They would leave me waiting for a pick up sitting in my own urine and feces. I have filed several grievance and complaint and nothing is ever done about it. I have seen dogs treated better. Then when you call to complain the staff hangs up on you. I feel at this point my local congressman should be notified and possibly intervene. It's sad when a vulnerable patient like myself can be dropped and left in the cold and nothing is done about it. If I could give it zero stars I would

So I've been riding with a contracted company through the MTBA for 6 years now and have a great experience until this morning. Though out the years I've dealt with my fair share of bad drivers and have dealt with it with no complaints, that is until last week and again today. So I filed a complaint after a driver sexually harassed me the whole car ride to my doctor's office and back home, that was last week. Imagine my surprise when I got a call from that same driver saying he got my call and was on his way. I proceeded to call the MTBA for help but instead the lady was incredible rude and said some messed up this to me and refused to get me a different driver. I was in tears and shaking from anxiety and so I asked for her name and she then hung up me. It was awful and I don't know what to do next, I even had to miss my appointment because I didn't feel safe with the driver. Hopefully it won't happen again.

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 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: [redacted] A pre-paid bus pass that can be used 24/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[redacted] MTBA also offers a “Friends and Family [redacted] 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]

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, was sent from my work, [redacted] ) and the second fax was sent on 1/02/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 faxesThe information provided by Abe is not correctI will mail the forms today and expect to have a check mailed to me next week 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 withWe 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 partiesShe has since mailed the paperwork and we received iton Tuesday 2/17/We have expedited the process for her, and will besending her a check in the amount of $at close of business today [redacted] ***Finance ManagerAAA Transportation [redacted] ***

As I write this review I had called to check on the status of the ride for my son at 8:AM for a 9:AM doctor's appointment The ride was suppose to be here at 8:15AM While being put on hold for 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:AM Looks like we are not going to make this appointment and this is not the first time we have had to cancel

This company is horrible! They left my disabled father stranded at his doctors officeAfter more than hours, he called me and I had to come from work to pick him upThey are heartless to have these people at their mercy just to leave them stranded; I have read the other reviewsI attempted to file a complaint with MTBA for days in a row just to be transferred to a generic mailbox that wouldn't allow me to leave a messageI will be notifying his insurance company to file a complaintIf this company has a contract with AHCCCS, it should be pulled immediately due to complete incompetence!

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

This place is horribleI made a pirequest for my mom, got a confirmation numberShe is in a wheelchair and is going to physical therapyThey did not pick her upWhen I called they told me the confirmation number was for Monday morning which had already passedThe appointment was for 9:00AM on Monday they claimedI made the appointment for pickup Monday afternoonApparently they're system allows them to post date appointments!

I have had serious trouble arranging transportation, it has been on going for months and I have missed several appointments and am afraid its a waste of time to tryI have been given information on more than one ocassiontoday I was attempting to get information regarding a bus pass application and the representative did not have that information so I request to speak to a supervisor, times and times I was put on hold before being transferred to my insurance companyi called again and spoke to another representative and again request the information and again requested a supervisor and again was transfered to my insurance company

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

This company is a jokeI have had to cancel doctor appointments in months because they were so late or did not show up at allIt takes to mins to get through on the phone every timeThe cab drivers have told me that the people in the call center have given them problems as wellStating that they lie a lotOn a return trip from a doctor apt I called the same cab driver, he picked me upI had to call in my confirmation number while sitting in the back of the cab the lady on the phone told me there were no availably cabsAnother time the lady told me the cab had come and goneThat was not possible because I was waiting in the only entrance/exit to the building where I was to be picked upwow how can they lie and be late so much and stay in business

ZERO STARS...It is simply amazing that a company that using the biggest taxi service (Yellow cab) that you can't get a hold of, late or no show. Someone who is the CEO of this service needs to wake up and look at things. It takes of months to schedule an appointment and we schedule week ahead only to not have your ride show or or give the excuse that they were they but wouldn't find me. Darn I live in a house I was standing at the front door for an hour. Can't find. A taxi service will find you if they want paid. I am totally upset with thing companies bad reviews and business ethics. I think if ACCS wants to use this type of service they need to find a company that will work and have more personnel work to make it succeed instead of being a failure.

Due to an auto accident I am left at the mercy of this company to get to me to appointments now and thenAfter a no show and no call from the cab company for an appointment today I called customer serviceThe lady who answered was very much an ***She wouldnt let me respond..kept talking over me...and had a tone in her voice that I wouldnt let my six year old talk to me with let alone another adult...she always had something to say back and interrupted me to say it....I asked to speak with a supervisor RIGHT NOW!! because I wasnt going to continue the call with her....she placed me on a hold for mintues until I hung up and called backThe gentleman who answered was a breeze to work with thenIt took all but five minutes to get everything straightened out and new cab dispatched...it should not have taken minutes of my morning to get five minutes worth of work done but customer service seems to be a lost art nowadays especially with THIS company

The Quality Management and Compliance Department forwarded the complaint information to the company Finance Manager who is ultimately responsible for all financial activities to include reimbursement. The Finance Manager reported he met with one of the owners to review and discuss this
customer's situation and dissatisfaction.The Finance Manager forwarded an email to the Quality Manager as follows:Hello: Attached is a spread sheet of areport I ran to show payments for Claimant *** ***The last check wesent to her was in August for $I spoke with *** and I had her diginto all her files to look up faxes, emails, or anything we can lay our hands onfrom her about this complaintWe have no faxes from her on the dates sheclaimedI want to know where she faxed that paperwork, and who she sent it to?Because we don’t seem to see that info and have no records to verify.At this time we are unable to locate the faxes the customer has claimed to have sent. We will need to know where the faxes were sent and approximately when. *** *** ***Finance ManagerAAA Transportation*** *** *** ***

I have only had postive interactions with this service in the last monthsIts tskes to long to
speak to an operator, then they all lie abt the pick up times an how long u have to waitThen
they blame the other person for mistakesThe 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 upI had to
cancel appts, cause the service did not send a driverWhen 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
themToday, I missed my eye apptBecause the driver did not come, the operator told me
that the pick up time was listed at 6amm when I was given 7amThem the driver calls me at
5: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

The past two days my daughter that is in a wheelchair has been stranded two different times by this companyThe first one she was one hour and twenty minutes late being picked up and when she got to her Droffice she couldn't be seen because she was so lateThen yesterday after a different Drappointment she was stranded againShe called them different times to see what was going onEach time they said it would be 10-minutes and they would have someone there to pick her upFinally when I got off of work I was able to go get herIt was 1/hours after her appointment endedThey have done this a number of timesThe absolutely worst company as far as customer service and reliability

This company is very unreliable, inefficient and unresponsive to complaints regarding the Prescott Transport authority which the company arranges Medical Transport through Customers wait in excess of hours for pre-arranged and pre-approved medical taxi service to transport them home from surgery an a regular basis The confirmation numbers that the patients were given when the services were scheduled are often incorrect when we call ATBA back and we are give yet another confirmation numberWhen nursing staff and patients call about late or no-show rides, no one answering the phones seem to have any idea what is going on or who arranged the ridesThe nursing staff is then promised taxi service in a specified period of time The nurses take the patients to the curb and No ride ever shows up Customers report that they have waited at home for rides that never come and waiting at medical facilities long after they close for rides that were promised many hours prior