ComplaintsforProvide A Ride

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company is a scam. Caused me to miss MULTIPLE appointments have causes me to lose my health aide and has caused me damage.

  

  Business response

  10/24/2024

  We have been in direct contact with this consumer.

  1) We have thoroughly researched each and every service request to identify any instances where expectations were not met.
  2) With this information we have worked directly with this consumer to establish a plan for all future requests which the consumer agrees will meet his needs.
  3) In our discussions with this consumer we are of the belief that he is satisfied with our handling of this matter.

   

  Customer response

  10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm reaching out to you, because of the constant unprofessionalism of Provide a ride drivers and customer service reps. Provide a ride has been in business well over 20+ years and to continue to be this sloppy, shouldn't been in business. I have MANY MAJOR health problems. I have systematic lupus, asthma, stress induced seizures, degenerate disc disease, spinal stenosis, nerve damage to my right leg and every year I loose my ability to walk for a month at a time, dirviticulosis, now I have heart disease and im over weight a bit so I'm prediabetic and asthma. I have missed countless appointments dealing with them, they have left me at locations for hours at a time 3 to be exact, I have been taken out the state of Ohio when I shouldn't have been, I've been dropped at the wrong location, and July 19, I was taken to the wrong location thus delaying my nasal turbinate surgery and still haven't been reimbursed for the money i spent that day. I've been put in the back of cars with people that don't speak a bit of English and THAT'S A BIG concern when you have major heart problems. I've filed NUMEROUS complaints and alot of them were NEVER followed up on and the services STILL HAVE NOT improved! It's concerning because people like myself will start to feel like they don't want to be bothered with this headache and will choose to stay at home instead rather than go to the doctor, we as an aging community are trying to take care of our health, but how is this possible with all that I mentioned and the stuff I didn't. That's way too many years to be this sloppy and the customer service reps are rude as hell too at times. They need to either get out of the business, or rebuild it and the people there from the ground up! I'm not dying for them and it's a travesty if they keep this up MANY will!!!

  

  Business response

  10/16/2024

  Good Morning *******
  
  
  We have concluded our investigation for member ******* ***** (Case # ********).
  
  Please see attachment
  
  
  
  Kindest Regards,
  
  Patrice B****
  Quality Assurance Manager
  4299 Cranwood Parkway
  Cleveland, Ohio 44128
  ************* **** ***
  
  
  
  Confidentiality Note: This e-mail is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Dissemination, distribution, or copying of this e-mail or the information herein by anyone other than the intended recipient, or an employee or agent responsible for delivering the message to the intended recipient, is prohibited. If you have received this e-mail in error, please call Patrice B**** ** ************ and destroy the original message and all copies.
  

  

  Business response

  10/16/2024

  Thank you for bringing these alleged service failures to our attention.

  We have reviewed the following consumers account 01/01/2024 – 09/29/2024. All segments of the call recordings related to the following consumer’s original complaint were reviewed in their entirety by Quality Assurance. 

  Record Indicate transportation has previously acknowledged 18 grievances submitted by the consumer or by the consumer’s health plan on their behalf. Our Quality Assurance Team has thoroughly investigated each grievance to include placing a follow-up call to the consumer to apprise of our findings. We then alerted the consumers health plan that we concluded our investigation by submitting our findings. 

  Based on our findings the consumer was made aware of Inappropriate Service Delivery - Unprofessional behavior that interferes with delivery of services was validated as there was sufficient evidence to indicate that Provide A Ride and or their assigned Subcontracted Vendor acted unprofessionally by not appropriately notifying the consumer that due to Unavoidable and Avoidable incidents the driver was delayed. 

  Operation Records indicate the consumer primarily utilizes our mobile app to request transportation reservations; however, call records indicate on an infrequent number of occasions the customer service and dispatch staff, with whom the consumer spoke with, exhibited a combination of issues that needed to be reviewed for compliance. The agents directly involved were provided with coaching opportunities. They were reminded “By following the established departmental procedures as written, they can achieve greater consistency, minimize errors, and enhance communication, ultimately ensuring quality, safety and compliance”. 

  When the consumer expressed dissatisfaction regarding the reported communication barriers that some passengers experience while traveling with drivers whose primary language is not English. In an attempt to bridge any gap in communication for any drivers who do not claim that English is their primary language, Provide A Ride's Vendor Support team worked closely with our subcontracted vendors to eliminate any communication barriers moving forward. This collaborative effort recognizes and provides for a pleasant transportation experience during care coordination. Provide A Ride appreciates the diversified effort that our vendors make when providing transportation services to our clients. We recognize the importance of facilitating an approach that ensures a smooth transition through transport fulfillment for members. Provide A Ride also offers translation services for any member, and they are encouraged to use this service.

  In our earnest efforts to exceed the consumer’s expectations Quality Assurance deemed it appropriate to exclude the following consumer’s future trip requests being assigned to a specific vendor of choice. We submitted the consumer’s one time reimbursement desired settlement in the amount $ 31.04 to cover out of pocket expenses related to the trip request on 07/19/2024. The reimbursement is expected to be processed and received by the consumer via USPS no later than 10/30/2024. Lastly, It was communicated to the consumer we strive to provide the highest level of service and that we will diligently work to ensure transportation services are received as requested going forward; and if you have any questions or concerns prior to that time, to please let us know.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was taking rides to my medical appointments, it's has gotten so bad that the company barely shows up . Not mention the ride was so unsafe as in, speeding ,driver nodding out due to being on drugs, but this is not the complaint, I decided to get my father in law drive to drive me and claim the riembustment payment . I'm guessing no one at the company cares to payout this money. I can't seem to reach anyone over there,they will not call me back. I have the problem with not receiving checks in the proper timing. Then one of the checks they did send ,I have checksmart on reading rd harassing me about a check came back , that I now supposed owe now. There is so much going wrong with the accounting dept. ...... I really just want my riembustment payments for the last couple months and for them to fix my account and pay those who they owe money too.

  

  Business response

  08/15/2024

  We have concluded our investigation and attached are the findings for your review.

  Please let us know if you have any further questions or concerns. 

  

  Business response

  08/15/2024

  We are disheartened to hear that *** **** feels that we are not providing the level of service that he was expecting. We at Provide A Ride aspire to provide the highest level of service and excellent customer experience to all customers that utilize our transportation service.

  Review of the Operations Records specific to *** **** indicates that from January 1, 2024, through March 31, 2024, we have no record of scheduled transportation for *** ****. Our Records indicate that from April 5,2024 to the present *** **** has requested Mileage Reimbursement. 

  We reached out to Provide A Ride Claims to determine if there were any outstanding mileage claims for *** ****. It was reported that payments were disbursed for April, May, and part of June. Payments for the remainer of June and July were processed and disbursed on 7/22/2024. 

  
  To clarify the Mileage Reimbursement program procedure is as follows: 

  You must have a scheduled appointment to receive Mileage Reimbursement. Call into the CareSource Transportation Call Center to schedule Mileage Reimbursement transportation. A trip Mileage Reimbursement claim form is mailed, emailed, or faxed the following morning with the trip information along with the trip’s confirmation numbers. 

  Once the form is received review the claim form to make sure the information is correct. Take the claim form to the appointment and have the health care professional or their representative in the office sign it, enter their phone number, and license number. This information is required to receive reimbursement. 

   If the form is received after the appointment, the provider can still complete the reimbursement form by faxing it, emailing it, or mailing it to their office. After the mileage reimbursement claim form is signed and reviewed it is completed correctly (with all information and signatures) it can be   faxed to 1-855-763-6149, email to: reimbursementclaims@providearide.com ,  or mailed back to:  

  

   

  If the medical appointment is cancelled the form will not be submitted, contact CareSource Transportation as soon as you know you do not need the trip to inform us to cancel this trip.

  Upon receipt of the completed form, our claims department will verify that all information is correct after which a reimbursement check will be sent out following our billing cycle timeline. Additionally, please note that the Trip claim form will expire in 45 days from the trip date. 
  
  Lastly, we ask you to please allow 30 days from the date the trip claim form was mailed before inquiring about payment status.
  
  A follow-up call was placed to *** **** to ascertain more specific details regarding the report of unsafe transports and driver’s less than professional behaviors, to apprise him of our findings, also, to reassure him that we at Provide A Ride aspire to provide the highest level of service and an excellent customer experience to all customers. We received a connection and was immediately disconnected on two occasions; therefore, we were unable to leave a message.
  Should *** **** have any questions or concerns please contact Provide A Ride Quality Assurance, we will be more than happy to be of assistance. 
  Kindest Regards,
  
  Deborah M M******* 
  Senior Quality Assurance Manager

  Customer response

  08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* ****
  
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in the hospital and they called for a ride on 6/18/24 due to needing oxygen the staff forgot to do a walk test with me and the ambulance said I had to much stuff to transport. I was discharged the next day 6/19/24 My Cousin came and got me yet I was unaware I had to schedule her as my transportation in order for her to get paid her milage after she called care source/provide a ride herself When I called I was told they would mail me the papers for her to fill out. As of 7/11/24 I haven't received them and keep getting the run around claiming my call asking for the paperwork isn't in the system then put on hold several times in three days talking to one supervisor attempting to talk to another only to be rudely denied the possibility of talking to one. Mind you this is the second time I used their service and the first time getting a ride other than them NO ONE EVER SAID I HAD TO SCHEDULE THE RIDE If received from someone else only to CALL AND REQUEST THE PAPERWORK FILL IT OUT AND WAIT ON THE CHECK.Some of the CSR are rude and argumentative causing myself to come out of character. Will drive myself from now on. Don't even know if I have to schedule that ahead of time but I will. Thanks CB

  

  Business response

  08/04/2024

   

  We are disheartened to hear that Ms. Buckman feels that we are not providing the level of service that she was expecting. Our goal is to provide the highest level of service and excellent customer experience while utilizing Provide A Ride transportation service.
  Review of the Call Records indicates that on 6/18/2024 a representative from Cincinnati Medical Center scheduled a request for discharge for *** ******* to be transported by Ambulance from University of Cincinnati Medical Center located at 3188 Bellevue Ave Cincinnati, OH 45219 to **** ****** *** ******* ** ****** She apprised the Transportation Coordinator that fielded the call that *** ******* needed to be transported by ambulance due to her oxygen tank being depleted and she would need at least 6 liters of oxygen administered while being transported. Additionally, she stated that *** ******* would also be traveling with a Rollator, an empty concentrator, a shower chair, Bi Pap machine, durable medical equipment as well a number of bags, she was unsure how many due to her 18-day hospital stay. 

  We reached out to Lynx who was assigned to provide *** *******’s transportation to determine what occurred with her trip. It was reported that the crew responded to UC Medical Center for patient transport. At the pickup location it was found that *** ******* had a lower-than-normal oxygen saturation level, so the UC Medical Staff and the crew agreed that it was not safe to transport *** ******* to her residence. 

  We have conducted a thorough review of all Call Records pertaining to the telephone number ************, covering the period from June 19, 2024, up to the present date. After extensive examination, we can confidently confirm that there were no inbound calls received from this number during this period. Furthermore, we meticulously reviewed all reservation request data, and we have not identified any Mileage Reimbursement requests or denials associated with *** ******* throughout this period.
  To clarify the Mileage Reimbursement program procedure is as follows: 

  You must have a scheduled appointment/ transportation request to receive Mileage Reimbursement. Call into the ********** Transportation Call Center to schedule Mileage Reimbursement transportation. A trip Mileage Reimbursement claim form is mailed out the following morning with the trip information along with the trip’s confirmation numbers. 
  
  Once the form is received review the claim form to make sure the information is correct. Take the claim form to the appointment/ facility and have the health care professional or their representative in the office sign it, enter their phone number, and license number. This information is required to receive reimbursement. If the form is received after the appointment, the provider can still complete the reimbursement form by faxing it, emailing it, or mailing it to their office. After the mileage reimbursement claim form is signed and reviewed it is completed correctly (with all information and signatures) it can be faxed to *************** email to: reimbursementclaims@providearide.com or mailed back to:

  

  If the medical appointment is cancelled the form will not be submitted, contact CareSource Transportation as soon as you know you do not need the trip to inform us to cancel this trip.
  
  Upon receipt of the completed form, our claims department will verify that all information is correct after which a reimbursement check will be sent out following our billing cycle timeline. Additionally, please note that the Trip claim form will expire in 45 days from the trip date. 
  
  Lastly, we ask you to please allow 30 days from the date the trip claim form was mailed before inquiring about payment status.
  
  Lastly, as stated, our goal is to deliver the highest level of service to all of our customers. We regret that, with no record of scheduled transportation for *** ******* on 6/19/2024, we are unable to reimburse the unscheduled past trip.
  
  Please let us know if you have any further questions.
  Kindest Regards,
  
  ******* * ******** 
  Senior Quality Assurance Manager

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called to get gas reimbursement and asked for the sheets to be emailed and they said NO. If I do not receive them by the day needed to call and they would then email them. From experience this year 2024 My last 3 appointment only 2-month prier my forms were emailed over without an issue. I received the emailed forms before I received the hard copies. And calling before my appointment if I do not receive my hard copy is a waste of time. It still takes days to receive an email form from provide a ride. So, this is not a fix to the issue. I want consistency with the company, I want notified of changes in policy which should be a given. If that cannot be provided, then ********** needs to switch providers. I am not the only person with this issue

  

  Business response

  06/04/2024

  We have concluded our investigation and attached are the findings. 

  Please let us know if you have any questions. 

  Kindest Regards,
  
  ******* * ******** 
  Senior Quality Assurance Manager

  Customer response

  06/04/2024

  We are disheartened to hear that *** ********** feels that we are not providing the level of service that he was expecting. We reached out to *** ********** to ascertain more details surrounding her Mileage Reimbursement issues. She was unable to speak with us at that time, stating she would return the call. We have yet to receive a return call. 

  To clarify the Mileage Reimbursement program procedure is as follows: 

  You must have a scheduled appointment to receive Mileage Reimbursement. Call into the ********** Transportation Call Center to request Mileage Reimbursement transportation. A trip Mileage Reimbursement claim form is mailed, emailed, or faxed the following morning with the trip information along with the trip’s confirmation numbers. 

  Once the form is received the member is asked to review the claim form to make sure the information is correct. Take the claim form to the appointment and have the health care professional or their representative in the office sign it, enter their phone number, and license number. This information is required to receive reimbursement. 

   If the form is received after the appointment, the provider can still complete the reimbursement form by faxing it, emailing it, or mailing it to their office. After the mileage reimbursement claim form is signed and reviewed it is completed correctly (with all information and signatures) it can be   faxed to **************, email to: ************************************ ,  or mailed back to:  

  If the medical appointment is cancelled the form will not be submitted, contact ********** Transportation as soon as you know you do not need the trip to inform us to cancel this trip.
  
  Upon receipt of the completed form, our claims department will verify that all information is correct after which a reimbursement check will be sent out following our billing cycle timeline. Additionally, please note that the Trip claim form will expire in 45 days from the trip date. 
  
  Lastly, we ask you to please allow 30 days from the date the trip claim form was mailed emailed or faxed before inquiring about payment status.

  We aspire to deliver the highest level of service to all of our customers, and we regret that *** ********** did not receive this level of service. We appreciate her for bringing this to our attention; her forthrightness has allowed us the opportunity to improve our quality of service.
  Please let us know if you have any further questions.

  Kindest Regards,
  
  ******* * ******** 
  Senior Quality Assurance Manager

  Customer response

  06/04/2024

  Better Business Bureau:
  
  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 need a number to call they called me at my busiest time of day and my phone is used for customer service issue so I do not have a number to return a call at.  They could have tried to call back and left a voicemail
  
  Regards,
  
  ***** **********
  
  
  
  
   

  

  Business response

  06/05/2024

  We are hear of *** **********'s dissatisfaction., She can contact me ******* ******** directly at ************ *** **** My hours are Monday- Friday 8:00am -5:00pm. Please feel free to contact me at any time. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Provide a ride for a Doctors Appt. on April 22 8:10am at 55 arch st Akron. I was told someone would b back at 9:30am so i was done about 9:20am went outside and waited i also called Provide a ride and Held and held and held for at least an hour and a half i tried to call to no avail. Finally i gave up and hired an **** for over 31.00 dollars out of pocket. Then im at home and 11:30 i get a call from Provide a ride computer telling me they are sending an **** for ******* ****** * wrong person) shes my sister who lives with me. And ******* would be picked up by an **** at ** **** *** Where i had been.

  

  Business response

  04/29/2024

  *** *****

  We are sorry to hear of the challenges you faced with your requested service. We will of course take immediate action to issue you a refund for your out of pocket expense of securing your own transportation on this date.

  We will additionally dig deeper to understand the errors that were made in your trip entry that were the cause of this problem.

  Please do not hesitate to contact us in the future should you have need.

  Thank you,

  Provide A Ride.

  
  

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The reason for this complaint is against Provide A Ride. I was involved in a dispute with transportation that ended terribly. I have not received a response. The day that I sent in a complaint was 03/07/2024. The diver violated their company's “Community Guidelines”, training/tutorials for passenger safety, Terms of Service, Restricted Activities, and Driver Representations, Warranties, and Agreements. I assumed that this accident was never reported to **** because I am still active on the Platform.

  

  Business response

  03/27/2024

  Good afternoon, 

  We have concluded our investigation and attached are the findings. 

  Please let us know if you have any further questions or concerns. 

  Kindest Regards,
  
  ******* * ******** 
  Senior Quality Assurance Manager
  
  

  

  Business response

  03/28/2024

  We are disheartened to hear that *** ****** feels that we are not providing the level of service that she was expecting. We reached out to *** ****** to ascertain more details surrounding her report of an incident that occurred on 3/7/2024. *** ****** reported that she was attempting to board the vehicle at 922 W Riverview Ave Dayton, OH ***** when the driver pulled off and she sustained injury. She reported that another vehicle was sent to her due to the prior driver canceling her ride. She stated that it was a **** driver that caused her injuries, and she reported it to Provide A Ride. She could not provide a name or the type of vehicle that was sent, however she stated it occurred around 10:35am. 

  We expressed our sincere apologies for her less than positive experience and informed her that we would ensure that the driver be removed from the Provide A Ride platform, and she should reach out to **** to report the incident as well. *** ****** stated that she reached out to **** and was awaiting a response. She expressed her appreciation for the call and concern. 

  Review of the Operations Records specific to *** ****** found that on 3/7/2024 *** ****** prescheduled for a vehicle to return to her location of *** * ********* *** ******* ** ***** to transport her back to her residence. Our records indicate that the *** **** driver assigned to provide *** ******’s transportation arrived at her location at 10:47am and the trip was canceled at 10:55am. 

  Review of the Call Records found that on 3/7/2024 at approximately 10:48am *** ****** to have contacted Provide A Ride regarding her return service, while on the line with the Transportation Coordinator it was heard that the **** driver arrived at her location, and she inquired if the vehicle was a Toyota and if he was a **** driver. She stated to the driver that the vehicle that arrived prior to him pulled off and left her in the street and she was reporting the incident to the authorities that she was waiting to arrive at the scene. The **** driver expressed his concern as the call faded, which explains why the trip was cancelled and transportation was not provided. Our records indicate that only one vehicle was dispatched out to *** ******* and the vehicle that she attempted to board was not sent by Provide A Ride. 

  Lastly it must be noted that Customers who are vetted and assigned to TNC service also receive text messaging in addition to the imminent reminder phone calls. The messaging includes the driver’s name, vehicle make, model, year, and license plate number as well as the pickup ETA and a link for real time vehicle approach viewing, and direct driver contact link. We cannot iterate enough the importance of reading the text message before approaching or boarding a vehicle to preclude incidents such as this from occurring. 

  Our goal is to provide the highest level of service and excellent customer experience to all that utilizes Provide A Ride transportation service.  We are diligently working to maintain and exceed that level of service. 
  Please let us know if you have any further questions. 
  Kindest Regards,
  
  ******* * ******** 
  Senior Quality Assurance Manager
  

  Customer response

  03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will be sending the requested paperwork for your documents including the text messages with the correct driver's information. **** did send a new driver however, the drive ******** was not the one who I was filing a complaint against. Also, there are several calls that I made to Provide A Ride. Including one that involved one of the Caseworkers at Catholic Social services. 
  
  Regards,
  
  ******* ******
  
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am with Medicaid and they use Provide-A-Ride for transportation, I am a dialysis patient and am able to drive myself, I found out late in 2022 that they offer mileage reimbursement for medical trips and I started using that service. Everything was going fine until middle of last year when they stopped paying. My social worker at dialysis would fax in the forms, which usually took up to 30 days to pay, then we submitted forms, multiple forms, and no check showed up, I contacted them and they said they would look into it, but had received the forms, 2 more months go by with a call each month on the status, then suddenly they say they don't have the forms and to resend them, some of the trips were paid, but this is still going on, as of right now they still owe for 48 trips from 2023, forms have been faxed and now mailed multiple times, and everytime my social worker talks to them, they say they will expedite it to reimbursement and we should get a call, nobody ever calls and now they owe over $300. We have properly submitted everything within the time frame we were supposed to. I can no longer be patient on this issue, this is my last step before I pursue legal action.

  

  Business response

  02/21/2024

  We have conducted a review of the trip request history for **** St. Clair. I have attached an extensive list of all the 2022-2023 trips that we have processed for *** *** ***** Of the 218 trip requests we did NOT receive competed mileage reimbursement forms for 33 trip requests. The balance , 185 have been paid as evidenced by the attached bank reconciliation. I have attached a spreadsheet which details all trip requests listing the trips were paid and the 33 trips which were not yet paid.

  While we are confident in our processes and certain that the forms for these 33 trips were NOT received by our office, we will make a one-time exception and process payment for these outstanding 33 trips. Payment can be expected with 21 days.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At 10:35pm On 12|28|2023 I Called Provide A Ride To Activate My Return Trip With Roy The Trip was Activated With Uber The Driver Got 2 Mins Away From Me & Canceled The Ride I Called Provide A Ride Back Told Them What Happen I Was Told It Would Be 1hr To Even 15min Wait for Another Ride . while I Waited On My ride I Received A Text That no drivers Were Available Contact provide a ride I called them Roy picked up again I informed him what the text said he told me my ride was just activated at 11:17 but I got this text at 11:20pm he started to yell an get nasty with me placed me on hold & hung up I called back 20 mins later because me an my kids still hadn’t been picked up From the hospital I asked his name he said r-o-y & Said tell whoever I informed him I would be telling his supervisor he said go ahead his attitude was so nasty an this is the second time he took my call because I called the day before an he answered same attitude I pray someone listen to our call he is by far the worst phone rep I have come across

  

  Business response

  01/11/2024

  Good afternoon, 

  We have concluded our investigation and attached are the findings for your review. 

  Please let us know if you have any further questions. 

  Kindest Regards, 

  ******* ********

  

  Business response

  01/12/2024

  We are disheartened to hear that *** ******** feels that we are not providing the level of service that she was expecting. We at Provide A Ride aspire to provide the highest level of service and excellent customer experience to all customers that utilize our transportation service.

  Review of the Call Records found that on 12/26/2024 at approximately 2:08pm *** ******** scheduled a request to be transported from **** ***** *** ********** ** ***** to ***** ****** *** ******** ******* ****** located at **** ***** ** ********** ** ***** with a requested destination arrival time of 3:00pm on 12/28/2023. The return was scheduled as a will call requiring her to contact transportation at the conclusion of her medical appointment.

  Further review of the Call Records indicate that on 12/28/2023 at approximately 10:38pm *** ******** contacted Provide A Ride to activate her return transportation service. The Transportation Coordinator that fielded the call confirmed *** ********’s identity, pickup location, drop-off location and mobile phone number as well as confirming that text messages can be received on that mobile device. Upon recapping the information provided, ** ******** was informed that the driver should be arriving within the hour, and she would receive a call and or text message within 15 minutes of the drivers arrival.

  At approximately 11:20pm *** ******** contacted Provide A Ride dispatch informing them that she received a text message stating that there were no available drivers, and she was concerned. The TC informed the member that she was assigned to a *** ***** **** and the message that she received was from the trip being dispatched out to one of the TNC services and since that message the trip was being dispatched out to the other TNC platform. The member stated that she was standing outside with her children waiting for the vehicle because she assumed that PAR was closing. The TC informed *** ******** that Provide A Ride is open 24 hours a day and she could go back into the facility and wait for the drivers arrival.

  At approximately 11:32pm *** ********s contacted Provide A Ride Dispatch stating that she received a text message that the driver was arriving to step to the curb, however it did not provide the driver’s information. The TC attempted to explain to *** ******** that he was unable to see the driver information at that time. *** ******** asked for the TC’s name, which he provided as Roy and at that time she inquired when a supervisor would be available. The TC stated that she could contact PAR in the morning to request a supervisor. The driver arrived while she was conversing with the TC and the call was ended.

  While our call review did not identify any direct insults or behaviors that were overtly rude the language and terseness exhibited throughout the call could have very easily been perceived that way by *** ********. A higher level of professionalism and empathy could have been displayed to *** ******** during that call. 

  We aspire to deliver the highest level of service to all of our customers, and we regret that *** ******** did not receive this level of service on 12/28/2023. We appreciate her for bringing this to our attention; her forthrightness has allowed us the opportunity to improve our quality of service.

  Provide A Ride Operations Management has reviewed the call in its entirety with the Transportation Coordinator in question to specifically address the lack of professionalism and empathy to preclude this from occurring moving forward. The Coordinator has also received additional training of the optimization and show recommendation processes. Close monitoring to ensure that the clients receive communication of any changes or delays in their transportation service occurs in real time, and additional call quality monitoring to ensure compliance and documented corrective action, to preclude this going forward.

  In addition, we contacted *** ******** to express our sincere apologies, apprise her of our findings and actions taken, also to suggest perhaps to preschedule her return transportation service when scheduling. This will allow her to provide the time of her choice for a vehicle to return to her location to provide her return transportation. While the driver may not arrive exactly at the requested time, they will arrive within 30 minutes of that time. We wanted to reassure her that our goal is to provide the highest level of service and excellent customer experience while utilizing our transportation service. We received a voice mail prompting a message being left for a return call to Provide A Ride Quality Assurance.

  Please let us know if you have any further questions.

  Kindest Regards,

  
  

  ******* * ********

  Senior Quality Assurance Manager

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been left stranded for hours after a dr's appointment. They take forever to answer there phone 10 min or longer. I have waited as long as 30 minutes for them to answer the phone for my return ride home. I have also been left stranded for 2 hours with a scheduled pickup from appointment. They really need to fix this I have bulging discs in my back cant sit or stand for long periods so by the time I get home I'm in a lot of pain because Provide A Ride can't seem to get their stuff together.

  

  Business response

  11/24/2023

  *******,

  I do see that you have needed our service on several occasions, and I am assuming this this compliant refers to y9our scheduled trip on 10/31. Looking at the return trip in our computer system I can see that our response time was not as expected due to the trip being reassigned to a vehicle/driver several times. It is clear that we suffered from system problems that impacted your trip. I am sorry. We would like to make things right. I have made4 an entry in our system to "flag" your account and next trip to be sure that all goes as expected.

  Quality Assurance Dept.

   

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