MTM

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We will reach out to Ms. [redacted] directly to resolve the issue. Due to HIPAA requirements, we cannot share any other information about the complaint or resolution. Thank you.

We will contact Thiago M Souza directly to address her complaint. Due to HIPAA requirements, we cannot communicate the resolution with the Revdex.com.

Review: Twice now I have had to cancel appointments since they have not delivered their services for my appointments. The first one was 24th of August. The second was the 26th of August. I believe they canceled my appointments and I have no way to get in my account to know if my appointment are still a go or not!Desired Settlement: I want them to give me access to my account. I want them to explain to me why I had to cancel two missed appointments!

Business

Response:

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 ###-###-####.

Consumer

Response:

Review: I have been using MTM for my transportation needs and I have setting up all my rides online and had no problems getting online to do it. That all changed when they decided to do scheduled maintenance which I was not told about at all. Now I can't change my password to get in my account and I have to call them to set up rides for each week. I used to set up rides a month in advance that way I wouldn't need to worry about putting it in the system later on. Now I can't get in and do that at all. They also are saying that they have to make sure that one of my appointments is covered by medicaid because it's with dietitian. They have to wait for the facility to call them back to verify that she is a registered dietitian. What are they trying to pull with me?!! They trying to tell me that I am a liar now!Desired Settlement: I want them to give me access to my account. I want them to explain me why they need verification for a dietitian appointment. I also want to know why they did maintenance and why I wasn't notified ahead of time. I believe that this dispute could be settled simply with these outcomes.

Business

Response:

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

Review: I called for transportation and was told only appointments with urgency can relieve 24 HR service, I then explained that my toenails can only be clipped by a medical doctor due to diabetes and that they were preventing me from walking. An amputation increase is a factor also. They refused my transportation .Desired Settlement: To write really clear cut medical apothecry emergency definition.

Business

Response:

MTM will contact the member directly. Due to HIPAA requirements, we cannot share any member information. Thank you for bringing the matter to our attention.

MTM has proven to me that they are NOT all about customer service. In the past 12mo alone, they have [redacted] 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 service.
I 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 service.
First 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 $400 owed and because I was not told the proper way BY THEIR EMPLOYEES, I am out of that money.
Well, 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 2 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 is.
I LOATHE calling in to have to talk to their customer service. EVERY 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. [redacted] I complained after the first time, I was told by MTM that I can't pick who I ride with. 3 DAYS LATER, the [redacted] 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 know.
I had surgery and spent the night in the hospital. I knew going in that I would stay 1-2 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 4 hours then called my HOME to say the driver was 8mi away. Luckily my kid could reach me at the hospital.
Considering 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 2 nurses and a nursing student to get me downstairs, pick up meds at the pharmacy and outside in about 7min. NOT ACCEPTABLE.
There is obviously a legal or contractual requirement for them to have the WE CARE program. That 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 with.
So when my ex hurts or kills my child or myself, the survivor at least knows who to name in the lawsuit, right? Thanks, MTM.