Veyo

Why does the company allow drivers to cancel the trip when the driver is one minute away? This is not fair to the customer needing to get to their appointment at a certain time and then causing them to be late. I believe some changes need to be done here.

getting bombarded with an excessive amount of phone calls from Veyo every month for about the last year I have been having a recurring appointment twice a week these appointments are scheduled once a month for the entire month every month so I call Veyo and schedule the rides for the month for the longest time I had no issues with the system well last I started getting bombarded with robocalls from Veyo 6-8 times a day even as late as 10:00 pm the calls keep telling me that my transportation will expire in two weeks press one to be connected to a live person or call the toll free number well I did press one a couple of times and each time I was told about the last day scheduled that I should schedule more even though I had a number of rides already scheduled well I asked them to end this barrage of calls and I was given a choice of either continue this barrage of call or receive no text or calls including call reminding me of pickup times and who to look for

still not paid for job completed, case #***

Revdex.com Complaint ID:[redacted])
Thank you for contacting us on behalf on this individual. Veyo had already reached out to the driver about this issue prior to receiving this notice from the Revdex.com. We would like to provide an explanation of the events and the resolution.
This...

involves service under the State of Idaho Medicaid NEMT mileage reimbursement program and is governed by that contract. When an individual wants to become registered as a mileage reimbursement driver, we require the driver to provide a copy of his or her driver’s license and insurance card. There are several different ways the driver can do this. They can mail, fax or electronically submit these documents. This driver contacted our call center in September, he said that he had registered twice earlier in the year to be a driver.  The call center agent explained to the driver that he registered under the previous company who handled the transportation for Idaho Medicaid. She explained that he would need to re-register as a Veyo mileage reimbursement driver. The call center agent also took the time to walk him through the registration documents, as well as how to submit the trips. Later that day, the driver submitted his driver’s license and insurance card. Our agents reviewed his documents and approved him as a driver on September 18, 2016.
Once an individual becomes registered as a mileage reimbursement driver, he or she can submit trips for reimbursement. The driver can submit the trip through the mail, fax, our company website or by calling into our call center. The driver has 60 days to submit the trip, or the trip becomes ineligible for reimbursement. The trip this driver wanted to submit for reimbursement occurred on July 26, 2016. By the time the driver became a registered driver, he only had six days to submit his trips. The call center agent told the participant that during his call on September 16, 2016.
The driver called in multiple times in late October. By that time the window to enter the trip had already passed. The call center agents informed the driver of that. While the agents were correct to inform the driver that his trips were no longer eligible for reimbursement, they could have escalated this issue to a manager for further investigation. We have reviewed these calls and our call center supervisor will be working with these agents to be sure they understand how to properly escalate these types of issues.
When Veyo received this complaint from the customer, our quality assurance team reached out to the member. We decided to reimburse this driver for the trip. During the first couple of months that Veyo handled transportation for Idaho Medicaid, we tried to work with drivers to ensure they could get reimbursed, even if the 60 day window had passed. The quality assurance agent was able to enter the proper trip for July. The member has elected to be paid through a physical check. Those checks are cut once a month. He will receive payment at the end of November. Though the driver has requested $10.00, we will only be reimbursing him $6.07. Per our contract with Idaho Medicaid, we reimburse drivers $0.25 per mile. The trips to and from the appointment were 12.12 and 12.17 miles, respectively.
Our quality assurance agent verified with the member that all necessary trips had been submitted for reimbursement. The agent and the driver reviewed how to enter trips in the future. The driver will not need to travel to the library to submit trips. He can call into the call center and our call center agents can submit the trips for the driver. We provided both the call center number, as well as the email address of the quality assurance agent.
Thank you for submitting this issue on behalf of the driver.  At Veyo, we strive to ensure each of our participants has access to the necessary medical care.
Thank you for your time and consideration.
Joshua B[redacted]
Regional Manager, Colorado Operation
O: 720.282.4442
C: [redacted]