Provide A Ride

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] I"m just an injured nobody, how caresThe drivers and the dispatchers have to do what they want to keep there jobs (lay, cheat, or steal)

Dear MsH*** We are very sorry to hear of your experience while utilizing transportation through CareSource and Provide A Ride Transportation.Unfortunately we could not locate any record of transportation services having been provided to you on the date in question 3/7/2017.We would like to request the confirmation number provided to you when your reservation was placed so that a full investigation can be conductedSincerely, [redacted] Quality Service ManagerProvide A RideCranwood ParkwayCleveland, OH 44128(216) 475-Ext136(216) 475-Fax [redacted] @providearide.com

[redacted] [redacted] Wednesday, October 11, Dear [redacted] First of all please accept our apologies for any negative experiences you may have had while utilizing the services of Provide A Ride Transportation While we strive to deliver the highest level of service to all of our clients there are admittedly times when we fall short of that goalIn reviewing your trip history from 10/3/it appears that your return transportation home from your medical appointment was scheduled as a “will call” This trip type requires you to call into our dispatch department following conclusion of your medical appointment so a vehicle can be sent to you locationWill call transportation is typically advantageous as medical appointments often begin or end later than expected That said certain mobility types such as standard or oversized wheelchairs can be more difficult to schedule as there is a more limited number of vehicles available to perform this type of workUnfortunately it appears that on the date in question the demand for wheelchair accessible vehicles was significantly higher around the time of your request 5:23pmAdditionally it appears that the estimated pickup time of 7:00pm provided to you by our dispatch department did not take this fact into accountThe staff member that provided the incorrect estimate has received additional instruction as to preclude similar occurrences in the future Regarding your delayed pickup we would suggest providing a specific return time when scheduling future transports so that a vehicle can be assigned to your trip in advanceAgain please accept our apologies for your transportation experience on 10/3/and if you have any additional questions or concerns please let us know so that it may be promptly addressed Sincerely, Kristopher W [redacted]

Dear Ms***, We have completed our investigation regarding the complaint you brought to our attention on behalf of one of our customers, Ms [redacted] *** We have attempted to reach Ms [redacted] several times (08/27/@ 2:p.m.; 08/27/@ 4:p.m.; 08/28/@ 5:p.m.) to learn more about her concerns with her trips, explain our investigation, collaborate with her on a resolution, and most importantly, offer her our sincerest apologies for causing her dissatisfied experience To date, she has yet to return our callOnce we receive Ms***’s return call, we will work with her on a resolution to her concerns Even though we were unable to speak to Ms [redacted] directly, we wanted to communicate our findings to youAccording to the complaint, Ms [redacted] describes her experience with her transportation on 08/12/and states this trip was due to not receiving service from us on 08/10/ We have provided a service summary table for both dates for reference08/10/2015This trip was scheduled with one of our sub-contractorsThe trip was scheduled as to allow for the driver to arrive as early as 2:p.mand to drop her off at her medical appointment at 3:p.m.Transit time from Ms***’s residence and her medical appointment: miles; approximately minutes transit time as computed by our transit softwareDriver arrived at 2:p.m.Driver attempted to locate Ms***Driver contacted Provide A Ride dispatch at 2:p.mto alert them he was unable to locate Ms***Our phone call to Ms [redacted] failed to reach her.Driver called Provide A Ride dispatch again at 2:p.mto alert them he was still unable to locate Ms***Driver departed Ms***’s residence at 2:p.mto pick up the next customer to ensure on time performanceIn this trip case, service was delivered as requested and the trip was recorded as a “Customer No Show” 08/12/2015This trip to take Ms***’s medical appointment was scheduled with one of our sub-contractorsThe trip was scheduled as to allow the driver to arrive as early as 1:p.mand to drop her off at her medical appointment at 2:p.m.Transit time from Ms***’s residence and her medical appointment: miles; approximately minutes transit timeDriver arrived at 2:p.m.Driver dropped off Ms [redacted] at 2:p.m.In this trip case, service delivered as requested08/12/2015This was return trip which was scheduled as a “will call” trip in which Ms [redacted] contacts Provide A Ride staff to alert us when she is ready to be picked up from her medical appointment.The driver could arrive as early as the time she activates her return trip up to minutes from when she activates it.Ms [redacted] called in to Provide Ride dispatch at 3:p.mto activate her return trip Our dispatchers received information from her where she would be located so our driver knows which entrance to go to Ms [redacted] directed our staff to the main lobby.Driver arrived at 5:p.m.Driver attempted to locate Ms***Driver contacted Provide A Ride’s dispatch to alert them he was unable to locate Ms***.Driver departed the medical appointment at 5:p.mto pick up the next customer.Service failure reason: Driver was late because he was at a previous customer’s home for longer than anticipated, causing the minute delay08/12/2015· 2nd attempt to perform the return trip for Ms***· This return trip was activated at 5:p.mas that is the time that she called again to incur about the status of her return trip· Driver arrived at 6:p.mat the medical appointment· Driver arrived at Ms***’ residence at 6:p.mWe also noted Ms***’s concerns with her conversations with our Provide A Ride’s dispatch staff We have pulled a call history report on Ms***’s phone number to review the staff members she spoke to on 08/10/and 08/12/ Our Operations Manager has met with each dispatcher she spoke to and to address her concerns of poor customer service etiquette, rude verbiage, and dispatch job knowledge Our expectations of our staff is to ensure they are smiling on the phone, providing excellent customer service, providing honest information to customers when they are inquiring about their trip, understanding and implementing their job duties, and working together as a team Each staff member that spoke to Ms [redacted] was provided coaching, reeducation and feedback on these essentials Our Operations Manager also provided a reiteration of all of these core duties with her entire staff to ensure that each dispatcher is providing excellent customer service In addition, we have created other action items from this complaint, including, our Operations Manager will be conducting more “side by side” and discrete listening on her dispatchers to ensure they are complying with our policies and procedures In regards to our driver being minutes late on Ms***’s return trip on 08/12/2015, our Driver’s Management team has provided coaching and feedback to the driver on the importance of making sure he is alerting dispatch with any issues so they may be able to proactively move trips to other vehicles to ensure on time performance It is our intent to provide on time performance and excellent customer service to Ms [redacted] and to all of our customers In the transportation business, there are occasions in which avoidable and unavoidable issues arise We continuously strive to improve and work toward providing resolution to avoidable issues Again, we want to thank you for bringing this complaint to our attention as it does provide us an opportunity to improve We want to apologize to Ms [redacted] for causing her dissatisfied experience and we look forward to working with her on providing resolution to her concerns If you have any questions with our findings, or feel as if we missed an opportunity to improve, feel free to contact us at [email protected] Thank youSincerely, [redacted] *** [redacted] ***Service Quality ManagerProvide A Ride

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 Regards, [redacted] the other two summitted also were incomplete and missing critical information license number , signature ect,you say these are critical to avoiding abuse and fraud but you accepted them anyway, why them and not this one, again they were I aid they were incomplete and missing critical info,unless you dont consider a signature and license number critical

Dear [redacted] ,Please accept our apologies for any negative experiences you may have had while utilizing the services of Provide A Ride transportation To better address your concerns we have conducted a comprehensive review of your trip history and identified five dates on which you were scheduled to receive transportation The dates of schedule services are as follows 3/6/2017, 3/7/2017, 3/13/2017, 3/20/2017, 3/27/2017.Of the five dates we did identify one on which transportation services were not provide as expected due to a dispatch operational error and this was determined to have occurred on 3/6/ The additional four dates were determined to have been performed as expected and the claims of repeated missed pickups and four hour and fifty minute ride times could not be substantiated.Lastly we would like to reiterate that Provide A Ride is shared ride program and our pickup windows are designed to ensure that all passengers are transported in the most efficient manner possible Again please accept our apologies for the service failure you experienced on 3/6/for which the responsible party has been corrected and we hope that you will elect to utilize our services in the future.Sincerely,Kristopher W [redacted] Provide A Ride [redacted]

Dear Ms***We would first of all like to express our apologies for your experience with Provide A Ride transportation on 1/2/and assure you that we take all of our customers’ needs very seriously. A review of our records indicate you scheduled a request to be transported from
your residence of *** *** *** *** *** to *** *** *** *** *** *** for an 8:30AM appointment on 1/2/At time of scheduling you were informed to be ready and waiting for transportation as early as 7:00AM. Our records also show that the driver arrived at your residence residence at 7:21AM and attempted to make contact but received no responseThe driver then alerted our dispatch department of the non-contact who then placed a call to the number you provided at time of trip booking *** but again received no response. At 7:29am after waiting a total of minutes the driver was authorized by our dispatch department to depart the pickup. Per your CareSource member handbook you are expected to “Be at your piaddress no later than the time given as your earliest pickup timeThe driver can only wait five minutesAfter five minutes, he/she will leave and it will count as a “No show”.”Lastly it must be noted that reminder telephone calls are placed as courtesy and does not negate the member handbook expectation noted aboveWhile we do sympathize with your experience it does appear that transportation was attempted within the constraints to which you scheduled it as well as the requirements of your insurance provider. Sincerely,Provide A Ride Quality Assurance

Dear *** ***,Thank you for bringing this complaint to our attention on
behalf of *** ***, complaint ID ***.We have completed our investigation and wanted to share our
findings with you. Mr*** did have
a scheduled trip for 12/2/ Mr
*** began calling at
11:am to activate his returnHe made several calls
to our dispatch department as well as our customer service department for a
total of calls; however he continued to hang up instead of waiting for a
dispatcher to answer the callThe longest wait time was minutes and
secondsMr*** called was answered at 12:pm at which time his return
trip was activated The vehicle arrived
on site at 12:pm and Mr*** was transported home.We made several attempts to reach Mr***, 12/4/and
twice on 12/07/ We wanted to learn
more of his concerns, explain our investigation process, and offer our
apologies for his dissatisfied experienceWe left voicemail messages each
time Mr*** returned the calls on
12/08/At that time we were able to gain more information as well as offer
our apologiesMr*** seemed to appreciate the call and we were able to
schedule his future tripsThere seemed to be a great resolveAgain, we appreciate you bringing this complaint to our
attention as it allows us the opportunity to improve service for our client
base as well as maintain our goals of on time performance and excellent
customer service. If you have any further questions or concerns feel free to
contact us at ***Best regard,*** ***Quality Service SpecialistProvide a Ride*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not agree with this statement The information does not match my grievanceOn 08/10/2017, I contacted the Care Source Fraud Unit to handle this investigation further Thank you!
Regards,
*** ***

Dear Mr***, As previously stated we were unable to process your fuel reimbursement request for your trip on 3/23/due to the fuel reimbursement form that was mailed to us missing several pieces of required information We would also like to reiterate that when your trip was booked with our call center staff, detailed instructions were mailed to you along with the fuel reimbursement form. The two additional forms you are referring to did contain the required information as outlined in said instructions and have been processed for payment which is why they were not returned to you. If you would still like to be reimbursed for your fuel expense on 3/23/please resubmit the form with the required information and payment will be processed within days of its receipt.Kindest Regards,Kristopher W***Quality Service Manager(216) 475-Ext136Kw***@providearide.com

*** *** We are sorry to hear that the results of our investigation did not satisfy your requestAs stated we regret that on 7/10/transportation services were not provided as expected, but the additional dates researched did not substantiate the reported negligenceIf you would like to provide additional information we will gladly investigate this matter furtherBest Regards, Kristopher W*** *** *** *** Provide A Ride Transportation

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.
Regards,
[redacted]
the other two summitted also were incomplete and missing critical information  license number , signature ect,you say these are critical to avoiding abuse and fraud but you accepted them anyway, why them and not this one, again they were I aid they were incomplete and missing critical info,unless you dont consider a signature and license number critical

Dear [redacted],First of all we would like to express our apologies for your experience on 4/5/2017 while utilizing the services of Provide A Ride Transportation. We have reviewed our operations records specific to your transportation request and determined a service failure did occur...

resulting in your trip not being performed with the timing constraints to which it was scheduled.The root of said service failure was determined to have been system error that delayed the driver’s arrival to your initial pickup as well as the incorrect vehicle type being dispatched for your return transportation. I was personally made aware of this situation on 4/5/17 and took action to mitigate the financial impact to you via a 50% payment credit.  That said the balance of the payment was retained as services albeit delayed were still provided.Again please accept our apologies and we hope you will allow us the opportunity to provide transportation services to you in the future.Sincerely,Kristopher W[redacted]Provide A Ride[redacted]
[redacted]
[redacted]
[redacted]

Dear Ms. [redacted],We are sorry to hear of your seemingly negative experiences while utilizing the service of Provide A Ride Transportation and while we always strive to deliver the highest level of service possible there are admittedly times when we fall short of that goal.In reviewing our records...

it does appear that your request to have notations placed on your account regarding your mobility aid and additional assistance were properly entered by our staff.  That said our drivers have a limited amount of time in which they can remain at a stop before having to depart.Additionally it must be noted that your CareSource member handbook states that you must “Be ready when the driver gets there for curbside pick-up and drop-off services. The driver can wait for only five minutes. After five minutes, he/she will leave and this will count against you as a “no-show”.Moving forward we will ensure your transportation will not be assigned to [redacted] but must reiterate that the above handbook requirement must still be adhered to lest additional no show charges be issued.  If you have any additional questions or concerns please feel free to contact us.Sincerely,Provide A Ride Quality Assurance

Dear Ms. H[redacted] We are very sorry to hear of your experience while utilizing transportation through CareSource and Provide A Ride Transportation.Unfortunately we could not locate any record of transportation services having been provided to you on the date in question 3/7/2017.We would like...

to request the confirmation number provided to you when your reservation was placed so that a full investigation can be conducted. Sincerely, [redacted]Quality Service ManagerProvide A Ride4299 Cranwood ParkwayCleveland, OH 44128(216) 475-1001 Ext. 136(216) 475-1132 Fax[redacted]@providearide.com

Dear Mr. [redacted], We would first like to apologize for any inconvenience you may have experienced as a result of utilizing Provide A Ride’s fuel reimbursement program. We have thoroughly examined the fuel reimbursement form that was mailed to us for your trip on 3/23/16 and determined it is missing...

several pieces of required information. When our trip was booked with our call center staff, detailed instructions were mailed to you along with the fuel reimbursement form. The required information for fuel reimbursement is outlined in the form including; clinician or physicians printed name, medical license number, signature, and phone number. The form we received for date of service 3/23/16 does include the clinician or physicians signature, however the clinician or physicians printed name, medical license number, and phone number are all omitted. This information is critical and is required as the funds we manage for this program are government dollars and the processes for control fraud, waste and abuse are an important part of our work. If you would still like to be reimbursed for your fuel expense on 3/23/16 please resubmit the form with the required information and payment will be processed within 30 days of its receipt.Kindest Regards,Kristopher W[redacted]Quality Service Manager(216) 475-1001 Ext. 136Kw[redacted]@providearide.com

[redacted]
[redacted]
[redacted]
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Wednesday, October 11, 2017   Dear [redacted] First of all please accept our apologies for any negative experiences you may have had while utilizing the services of Provide A Ride Transportation.  While...

we strive to deliver the highest level of service to all of our clients there are admittedly times when we fall short of that goal. In reviewing your trip history from 10/3/17 it appears that your return transportation home from your medical appointment was scheduled as a “will call”.  This trip type requires you to call into our dispatch department following conclusion of your medical appointment so a vehicle can be sent to you location. Will call transportation is typically advantageous as medical appointments often begin or end later than expected.  That said certain mobility types such as standard or oversized wheelchairs can be more difficult to schedule as there is a more limited number of vehicles available to perform this type of work. Unfortunately it appears that on the date in question the demand for wheelchair accessible vehicles was significantly higher around the time of your request 5:23pm. Additionally it appears that the estimated pickup time of 7:00pm provided to you by our dispatch department did not take this fact into account. The staff member that provided the incorrect estimate has received additional instruction as to preclude similar occurrences in the future.  Regarding your delayed pickup we would suggest providing a specific return time when scheduling future transports so that a vehicle can be assigned to your trip in advance. Again please accept our apologies for your transportation experience on 10/3/17 and if you have any additional questions or concerns please let us know so that it may be promptly addressed.   Sincerely, Kristopher W[redacted]

Dear Ms. [redacted], We have completed our investigation regarding the complaint you brought to our attention on behalf of one of our customers, Ms. [redacted].  We have attempted to reach Ms. [redacted] several times (08/27/2015 @ 2:46 p.m.; 08/27/2015 @ 4:10 p.m.; 08/28/2015 @ 5:30 p.m.) to...

learn more about her concerns with her trips, explain our investigation, collaborate with her on a resolution, and most importantly, offer her our sincerest apologies for causing her dissatisfied experience.  To date, she has yet to return our call. Once we receive Ms. [redacted]’s return call, we will work with her on a resolution to her concerns.  Even though we were unable to speak to Ms. [redacted] directly, we wanted to communicate our findings to you. According to the complaint, Ms. [redacted] describes her experience with her transportation on 08/12/2015 and states this trip was due to not receiving service from us on 08/10/2015.  We have provided a service summary table for both dates for reference. 08/10/2015This trip was scheduled with one of our sub-contractorsThe trip was scheduled as to allow for the driver to arrive as early as 2:00 p.m. and to drop her off at her medical appointment at 3:30 p.m.Transit time from Ms. [redacted]’s residence and her medical appointment:  9.1 miles; approximately 13 minutes transit time as computed by our transit softwareDriver arrived at 2:20 p.m.Driver attempted to locate Ms. [redacted]Driver contacted Provide A Ride dispatch at 2:22 p.m. to alert them he was unable to locate Ms. [redacted]. Our phone call to Ms. [redacted] failed to reach her.Driver called Provide A Ride dispatch again at 2:25 p.m. to alert them he was still unable to locate Ms. [redacted]Driver departed Ms. [redacted]’s residence at 2:25 p.m. to pick up the next customer to ensure on time performanceIn this trip case, service was delivered as requested and the trip was recorded as a “Customer No Show” 08/12/2015This trip to take Ms. [redacted]’s medical appointment was scheduled with one of our sub-contractorsThe trip was scheduled as to allow the driver to arrive as early as 1:00 p.m. and to drop her off at her medical appointment at 2:30 p.m.Transit time from Ms. [redacted]’s residence and her medical appointment:  9.1 miles; approximately 13 minutes transit timeDriver arrived at 2:00 p.m.Driver dropped off Ms. [redacted] at 2:25 p.m.In this trip case, service delivered as requested. 08/12/2015This was return trip which was scheduled as a “will call” trip in which Ms. [redacted] contacts Provide A Ride staff to alert us when she is ready to be picked up from her medical appointment.The driver could arrive as early as the time she activates her return trip up to 90 minutes from when she activates it.Ms. [redacted] called in to Provide Ride dispatch at 3:36 p.m. to activate her return trip.  Our dispatchers received information from her where she would be located so our driver knows which entrance to go to.  Ms. [redacted] directed our staff to the main lobby.Driver arrived at 5:14 p.m.Driver attempted to locate Ms. [redacted]Driver contacted Provide A Ride’s dispatch to alert them he was unable to locate Ms. [redacted].Driver departed the medical appointment at 5:21 p.m. to pick up the next customer.Service failure reason:  Driver was late because he was at a previous customer’s home for longer than anticipated, causing the 8 minute delay. 08/12/2015·         2nd attempt to perform the return trip for Ms. [redacted]·         This return trip was activated at 5:42 p.m. as that is the time that she called again to incur about the status of  her return trip·         Driver arrived at 6:07 p.m. at the medical appointment·         Driver arrived at Ms. [redacted]’ residence at 6:29 p.m. We also noted Ms. [redacted]’s concerns with her conversations with our Provide A Ride’s dispatch staff.  We have pulled a call history report on Ms. [redacted]’s phone number to review the staff members she spoke to on 08/10/2015 and 08/12/2015.  Our Operations Manager has met with each dispatcher she spoke to and to address her concerns of poor customer service etiquette, rude verbiage, and dispatch job knowledge.  Our expectations of our staff is to ensure they are smiling on the phone, providing excellent customer service, providing honest information to customers when they are inquiring about their trip, understanding and implementing their job duties, and working together as a team.  Each staff member that spoke to Ms. [redacted] was provided coaching, reeducation and feedback on these essentials.  Our Operations Manager also provided a reiteration of all of these core duties with her entire staff to ensure that each dispatcher is providing excellent customer service.  In addition, we have created other action items from this complaint, including, our Operations Manager will be conducting more “side by side” and discrete listening on her dispatchers to ensure they are complying with our policies and procedures.  In regards to our driver being 8 minutes late on Ms. [redacted]’s return trip on 08/12/2015, our Driver’s Management team has provided coaching and feedback to the driver on the importance of making sure he is alerting dispatch with any issues so they may be able to proactively move trips to other vehicles to ensure on time performance.  It is our intent to provide on time performance and excellent customer service to Ms. [redacted] and to all of our customers.  In the transportation business, there are occasions in which avoidable and unavoidable issues arise.  We continuously strive to improve and work toward providing resolution to avoidable issues.  Again, we want to thank you for bringing this complaint to our attention as it does provide us an opportunity to improve.  We want to apologize to Ms. [redacted] for causing her dissatisfied experience and we look forward to working with her on providing resolution to her concerns.  If you have any questions with our findings, or feel as if we missed an opportunity to improve, feel free to contact us at [email protected].  Thank you. Sincerely, [redacted]Service Quality ManagerProvide A Ride

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] 
I"m  just an injured nobody, how cares. The drivers and the dispatchers have to do what they want to keep there jobs (lay, cheat, or steal)

Dear [redacted],Please accept our apologies for any negative experiences you may have had while utilizing the services of Provide A Ride transportation.  To better address your concerns we have conducted a comprehensive review of your trip history and identified five dates on which you were...

scheduled to receive transportation.  The dates of schedule services are as follows.  3/6/2017, 3/7/2017, 3/13/2017, 3/20/2017, 3/27/2017.Of the five dates we did identify one on which transportation services were not provide as expected due to a dispatch operational error and this was determined to have occurred on 3/6/2017.  The additional four dates were determined to have been performed as expected and the claims of repeated missed pickups and four hour and fifty minute ride times could not be substantiated.Lastly we would like to reiterate that Provide A Ride is shared ride program and our pickup windows are designed to ensure that all passengers are transported in the most efficient manner possible.  Again please accept our apologies for the service failure you experienced on 3/6/17 for which the responsible party has been corrected and we hope that you will elect to utilize our services in the future.Sincerely,Kristopher W[redacted]Provide A Ride[redacted]