MTM

04/15/ I transported my foster son on a one way trip I was told by an MTM representative to EMAIL in the mileage reimbursement form
04/20/ I emailed the form to MTM
06/01/4:20pm Called MTM and spoke to Sophia regarding NOT receiving reimbursementShe informed me they were NOT taking email requests anymore I told her that I was told that was the way to send it so it should still be accepted She told me to send via regular mail She also informed me I only had TWO MORE WEEKS to get the reimbursement in to them by mail or they wouldn’t pay
06/17/3:Called MTM and spoke to Jennifer She said they need 21-days to process a request and they did not have mine and I needed to FAX it in So far I have been told to email, mail and now fax She told me to fax it in and they would pay
06/17/ 4:40pm I faxed in the request to MTM, confirmation fax received that they got it
06/01/MAILED Reimbursement Form to MTM at the address provided at the top of

MtM is good at only one thing: Not doing their jobI have missed appointments with health care providers because MtM dropped the ballThese appointments are important, essential, but because MtM does not provide transport they say they will, I'm bared from health care providers because MtM fails to provide the service they say they are tendering because I don't make it to the appointments

MTM will contact the member directlyDue to HIPAA requirements, we cannot share any member informationThank you for bringing the matter to our attention

For the first time in ties, MTM managed to take me to my medical appointment But they stranded me Despite following all procedures and making all required calls, no one came no one called Six, yes six, hours laterThey called and asked if I was still at the doctorThey are, in my opinion,totally incompetent

MTM of the Northern part of Wisconsin I had a month of rides scheduled, and they cancelled all of themMy ins lapsed for days because I could not submit a month reviewI had to physically go to the county building to file thismeanwhile my insurance was reinstated, but my rides were cancelledI am supposed to get reminder calls for appointmentsthey did not tell me all my appointments cancelledI found out too late, and missed appointments, I rescheduled all of them, and they cancelled them again, and again a third time I asked to file a complaint, and the quality management specialist argued with me., and called me a liarI provided proof I did not lie about the second rescheduling of my appointments, and she still called me a liarI have tripp numbers as proof I did not lie, and an employee numberthis is the third time this has happenedthere is a glitch or something, and I need a ride to the doctorThey even cancelled a surgical procedure The quality managers name was Briannashe would not give me an employee number, Then to top it off ,after I rescheduled a three way trip to save them, a second full trip, they only put me in for a one way trip that would have left me stranded an hour away from home with no way to get back

Two days now MTM hasn't sent rides that were scheduled My client is in a power chair and needed to get to his new counseling appointment and now for the third time we've had to reschedule his appointnent MTM was supposed to call me atleast hrs before his appointment if there was an issue and they didn't either time

MTM has proven to me that they are NOT all about customer service In the past 12mo alone, they have *** me out of hundreds of dollars, provided extremely poor customer service, violated my HIPAA rights repeatedly, and yet I am stuck having to be subjected to their poor serviceI did not ask to be on state-funded medical I worked too hard for too many years to avoid it, but an on the job injury put me in a predicament where this was my only choice Leave it to MTM to drive it home repeatedly that I am at the mercy of their shoddy serviceFirst off, their employees (not one, TWO) told me how to submit my mileage for reimbursement I did as instructed, and after 5mo finally had to call and ask when I was going to see an of that money Their answer: since I did not submit it correctly, they would pay me for NONE of it, and no, I could not go back and resubmit for those trips Over $owed and because I was not told the proper way BY THEIR EMPLOYEES, I am out of that moneyWell, not being able to keep up repairs on my vehicle, I am not vehicle-less This is even worse Not only does MTM now dictate what warrants a trip to urgent care or the doctor (did you know that a sore throat where you cannot swallow should be scheduled with your PCP at least days out just so you don't inconvenience them? Neither did I til I needed to go to UC for it.), but also can tell you how long you can actually spend there because it is all about what is easiest for them to schedule, forget what your provider's scheduling isI LOATHE calling in to have to talk to their customer serviceEVERY call turns into a serious of untrained mns and at some point at least one supervisor has to get involved to fix what they have screwed up beyond repair *** *** *** * *** *** *** *** *** *** *** *** * *** *** *** *** *** *** *** ** *** *** *** *** *** * *** ** *** *** *** ** *** *** *** *** * ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** * *** ** *** *** *** ** *** ** *** ** *** ** ** * *** *** *** *** *** *** ** *** ** *** *** *** *** ** *** *** *** * *** *** ** *** *** *** *** *** *** I complained after the first time, I was told by MTM that I can't pick who I ride with DAYS LATER, the *** drives me again! So now my ex knows where we live (and has shown up on my doorstep to say "I found you!") but he knows when I had surgery and my cell phone number MTM STILL tells me I have no say in who I ride with So it is okay for my privacy (personal and medical) to be completely destroyed, but I cannot refuse to ride with the company who was told there was an issue and sent that driver to transport me again? THERE IS SOMETHING SERIOUSLY WRONG WITH THAT!
There is a provider located about 10mi from me who rarely gets rides through MTM - why? Because they would rather have a company from 60mi away come here, drive all over the road, talk on their phones, and speed 15+mph over the limit regularly instead Or better yet, how about the 100mi away company come to transport me 9mi each way - that made sense too (to no one with a brain) I have called for same-day appointments and have been told "no providers are available" I hung up and called the company 10mi away to find out they were never contacted Call MTM back and their employees are less than pleased when I let them know that there IS a provider available, had they taken 90sec to call them and ask they would knowI had surgery and spent the night in the hospital I knew going in that I would stay 1-nights, depending on how well I was doing When I called the next day to request a trip home, I was told that I was not allowed to call, the hospital had to Fine, they did - and were told that there were no providers available Again, I called the one provider they never do and asked if he was available at any point that day (he was) I told the social worker at the hospital who relayed the info Do you think they would call him? no, they made me sit there and wait for hours then called my HOME to say the driver was 8mi away Luckily my kid could reach me at the hospitalConsidering the provider, I was terrified it would be my ex's buddy again - it was bad enough he took me TO the hospital and tried to pump me for information the entire trip Luckily it was not, but if I am not standing there when they pull up, that company's drivers have been known to leave before the assigned pickup time So it was a (painful) mad scramble with me nurses and a nursing student to get me downstairs, pick up meds at the pharmacy and outside in about 7min NOT ACCEPTABLEThere is obviously a legal or contractual requirement for them to have the WE CARE programThat is about as far as their caring goes - the name I have had one of their employees tell me that "beggars can't be choosers" when I called to complain about my ex's buddy telling him where we lived Are you kidding me? After the first ride with that provider and my filing a complaint, it feels like MTM has gone out of their way to put me with them every chance possible, since I no longer ride with anyone else This does not sit well with me AT ALL, but I have no recourse and certainly no say in who I can/cannot ride withSo when my ex hurts or kills my child or myself, the survivor at least knows who to name in the lawsuit, right? Thanks, MTM

In today's business environment, there are two elements that makes an organization efficient and effective; Human capital and investment in technologyMTM in fact utilized good technological infrastructure that meets if not exceeded its scope of operationsHowever, its workforce, at least those I worked with are not aligned with MTM's mission and visionMTM is not only transportation provider, it is part of healthcare industry, so being responsive, professional, compassionate and travelling beyond is a critical to the company, its members and transportation providersIn reality, lower level staff have failed to deliver required services for Wisconsin medicaid recipientsWhen you see failure of staff, it is actually a direct result of top management failure who lost sight the organization's mission and visionIn consequence, MTM should change its behavior soon, restructure its management and train its workforce

In today's business environment, there are two elements that makes an organization efficient and effective; Human capital and investment in technologyMTM in fact utilized good technological infrastructure that meets if not exceeded its scope of operationsHowever, its workforce, at least those I worked with are not aligned with MTM's mission and visionMTM is not only transportation provider, it is part of healthcare industry, so being responsive, professional, compassionate and travelling beyond is a critical to the company, its members and transportation providersIn reality, lower level staff have failed to deliver required services for Wisconsin medicaid recipientsWhen you see failure of staff, it is actually a direct result of top management failure who lost sight the organization's mission and visionIn consequence, MTM should change its behavior soon, restructure its management and train its workforce

MTM is notoriously known for the poor quality of customer service they provide, on google or yelp they have several complaints with low rating
I have called their customer service and been told that they will only reimburse people for gas if people cannot afford it, have been hung up on and accomplished nothing calling their resolution phone number
I have e-mailed them trip logs for reimbursement and have not been paid once These are the trip logs I have never heard back on: *** *** *** *** ***
They receive tax payer money to provide a service and fail often, people give up on using them and they get to keep getting paid, it seems they have an incentive to push people away from their service

MtM is good at only one thing: Not doing their jobI have missed appointments with health care providers because MtM dropped the ballThese appointments are important, essential, but because MtM does not provide transport they say they will, I'm bared from health care providers because MtM fails to provide the service they say they are tendering because I don't make it to the appointments

Two days now MTM hasn't sent rides that were scheduled My client is in a power chair and needed to get to his new counseling appointment and now for the third time we've had to reschedule his appointnent MTM was supposed to call me atleast hrs before his appointment if there was an issue and they didn't either time

MTM of the Northern part of Wisconsin I had a month of rides scheduled, and they cancelled all of themMy ins lapsed for days because I could not submit a month reviewI had to physically go to the county building to file thismeanwhile my insurance was reinstated, but my rides were cancelledI am supposed to get reminder calls for appointmentsthey did not tell me all my appointments cancelledI found out too late, and missed appointments, I rescheduled all of them, and they cancelled them again, and again a third time I asked to file a complaint, and the quality management specialist argued with me., and called me a liarI provided proof I did not lie about the second rescheduling of my appointments, and she still called me a liarI have tripp numbers as proof I did not lie, and an employee numberthis is the third time this has happenedthere is a glitch or something, and I need a ride to the doctorThey even cancelled a surgical procedure The quality managers name was Briannashe would not give me an employee number, Then to top it off ,after I rescheduled a three way trip to save them, a second full trip, they only put me in for a one way trip that would have left me stranded an hour away from home with no way to get back

04/15/ I transported my foster son on a one way trip I was told by an MTM representative to EMAIL in the mileage reimbursement form
04/20/ I emailed the form to MTM
06/01/4:20pm Called MTM and spoke to Sophia regarding NOT receiving reimbursementShe informed me they were NOT taking email requests anymore I told her that I was told that was the way to send it so it should still be accepted She told me to send via regular mail She also informed me I only had TWO MORE WEEKS to get the reimbursement in to them by mail or they wouldn’t pay
06/17/3:Called MTM and spoke to Jennifer She said they need 21-days to process a request and they did not have mine and I needed to FAX it in So far I have been told to email, mail and now fax She told me to fax it in and they would pay
06/17/ 4:40pm I faxed in the request to MTM, confirmation fax received that they got it
06/01/MAILED Reimbursement Form to MTM at the address provided at the top of

MTM is not providing me with rides which I need to get to my doctor appointments

This business was found by me to be extremely incompetent and is incapable of conducting reliable services for Wisconsin residents with disabilities and/or low income clients In my opinion, the company is misusing tax payer funds, of which I pay dearly every year, as a home owner in Waukesha County I am a legal representative for a relative who lives in another county, although remains tied to Waukesha County through their MedicaidOver one week prior to the needed dental appointment, I phoned MTM and set up the transportation reservations for a trip from another county (approximately a one hour drive), to a Waukesha County, to a dental appointment Everything was verbally confirmed by the receptionist/staffOn the day of the appointment, this company sent a Milwaukee contracted driver to pick up the client in Waukesha, not in Madison, where they were supposed to pick up the client The time was hours too early! When I phoned to correct the error and set up a new trip, I was hung up on when they placed me on hold They have a policy that they can not call people back, even when it is their faultAfter calling back and spending almost minutes on the phone, they assured me that a Madison Taxi, would take the transport close to 3:to 3:14pm for a 4:20pm drop off at the dental appointment At 3:30pm, I phoned to see if the ride arrived and was told that it had notOnce again, I phoned MTM to find out what happened I was told that they sent the request over to the Madison Taxi Although, Madison Taxi, never did their part and sent a driver to complete the serviceThe disabled adult never made it to their dental appointment and was not able to provide a hour notice The dental clinic has a policy that would cause the client/patient to have to pay a $fine, for a missed appointment and/or not calling to cancel within hoursSham on MTM, for their inexcusable sloppy, negligence The tax payers of Wisconsin are paying for this service and their work and operations are horrible! What good is it to pretend to offer services, write paychecks for their employees, and not actually provide rides to medical appointments for Wisconsin's citizens?
Disgraceful!!!

Repeated failures to provide transportation for disabled patient for medical appointments with ***, San Marcos ,Ca Patient had fully complied with MTM procedures to obtain a rideNo one showed upComplaints fall on deaf ears When we asked what to do if nonride appears we were told to cancel medical appointment and rebook itAbsurd response and probably violates ADA

My name is Stephanie and I am the director of a transportation company that provides transportation for MTM clients in Michigan(So HIPPA doesn't apply to me) We provide services for companies in Michigan and MTM is by far the worstThey DO NOT CARE if their clients receive transportation to and from medical appointmentsI can no longer call customer service for issues, I must email, and then wait 7-business days for a responseI always encourage everyone who calls my company with MTM as a transportation provider to file a complaint with Meridian insurance (the Meridian who outsourced the transportation to MTM) People have been left without transportation, left for hours without transportation, and told that there is no provider available when that is untrueMTM does not care about providing a service, they care about adding figures to their bank accountThe change in upper management will be the demise of this companyI will finish my billing and cancel my contract with MTM and encourage anyone who is stuck with them to call Meridian and complain until something is done, or switch insurance carriers altogether

Please encourage Ms. [redacted] to call the MTM We Care toll-free with any complaints. We cannot interact or communicate with Ms. [redacted] through this venue due to HIPAA requirements. Our We Care toll-free number is ###-###-####.

We have contacted Ms. [redacted] and are working with her directly on a resolution to her complaint.