Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Yet again I am waiting on reimbursement for travel expenses. I have emailed multiple times asking if anything further was needed from me with no response! Last time I had this same issue with it taking 9 months for reimbursement I am currently going on 3 months with no reimbursement and no response.

  Business response

  12/11/2024

  Thank you for bringing this to our attention and we sincerely apologize for the frustration this delay has caused you. We understand how important timely reimbursements are, and we regret the inconvenience you've experienced. To address your concerns, I have reviewed your case for any additional steps that may be required and have prioritized resolving this matter. I would like an opportunity to speak with you regarding your reimbursement at your convenience and have left a message on the phone number you provided in this issuance. Please know that we are also actively working to identify and address issues in our processes to prevent delays like this in the future. We thank you for your patience and understanding as we work to resolve this matter. 

  Customer response

  12/11/2024

   
  Complaint: 22585447
  
  I am rejecting this response because: I have NOT received a phone call nor a voicemail as stated I should have. I have sent NUMEROUS emails with NO response. One person asked for information when I first filed a complaint (which I gave) and have not heard a peep since. I would like my reimbursement! ASAP. 
  
  Sincerely,
  
  ***** ******

  Business response

  12/19/2024

  I am sorry that my first message did not reach you, but I am happy that my additional call and email opened a line of communication. My team and I are currently working on the needed steps to process your request for reimbursement. I will continue to provide you with updates as I learn more and if there are additional requests from my team I will remain in contact via our open email chain. Please feel free to reach out to me directly at the phone number provided in the email chain and voicemails should you have any additional questions on the is matter as we move forward to a resolution. Thank you again for your time and patience as we navigate these next steps. 

  Customer response

  12/19/2024

   
  Complaint: 22585447
  
  I am rejecting this response because: while I have finally been able to talk to someone and she has been cordial and attempting to fix the situation. I do not consider the situation closed until a check is safely deposited into my account. I received a rather rude email from a ******* that really made me mad. She asked for the same info that has been given over and over and over again. While I appreciate something MAY finally be getting done. I still do not have a check and the fact I had to file a complaint to get any progress whatsoever is beyond ridiculous. Once payment has been made, the matter will be resolved. I am far from saying it's resolved currently.
  
  Sincerely,
  
  ***** ******

  Customer response

  01/15/2025

  Check has been issued and received. Thank you.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Starting in January 2024, I have been dealing with health issues. I have had to go to out of town appointments. I have turned in everything requested by Intelliride for 6 separate visits, one being a surgery. I have YET to receive a complete mileage reimbursement from any of the 6 trips. I have emailed the documentation several times, scan and faxed it several times, to no avail. I can't even get them to explain anything when I call- IF I can get through at all by phone. I truly need this reimbursement money and it is part of my benefits. I think 5 to 6 months is quite excessive, when they require the documentation within 10 days. This company needs looked into.

  Business response

  07/29/2024

  Ms., ****

   

  My apologies for the problems you are experiencing. Per HIPAA if you could email to our claims dept.  @ **************************************** they could answer and question and go over what they have received on your claims, as we don't want to provide any private information on a public site.   

   

  Thank you,

  Transdev Health solutions

   

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business claims to have a website that allows 24/7 access. As a person with Autism, I prefer to use online services rather than call. Unfortunately when I requested online access over the phone, they told me the web site wasn't working. A week later I was able to go through the process of setting up online access via the chat bot on the website. Unfortunately I never received an email with my login information. I've never had such difficulty setting up an online account. Ultimately, the only way to schedule a ride is by calling and waiting on hold, often for over 30 minutes, all while listening to the hold recording tell you how you can schedule a ride anytime online. If you do get through after holding they don't call you back if cut off. One out of four people I've talked to were actually able to set me up with a ride. Free medical rides are a nice idea but their business practices will most likely exacerbate your medical condition.

  Business response

  06/17/2024

  Hello,

  My apologies for the problems you have experienced, we do see that your Self-Serve Portal has been set up on May 16, 2024. If you are still experiencing difficulties, please email us @ ************************************************* or call ************.

   

  Thank you,

  Transdev Health Solutions

   

    

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ******************************* I have been working for Intelliride for the past six months. I have been driving my mom to her appointments for her dialysis since November 22 of 2023. I have only received one check of $48.88 for the week of January 8th of 2024 and haven't been reimbursed since then. I have called multiple times over the past six months as well as my mothers social workers. We were promised to be spoken to a supervisor countless of times as well. No one has contacted me nor has spoken to me directly. The supervisor in question said he or she would call but to no avail there has been no solution. It has been six moths and I have not received proper payment of my work. No one has answered back from intelliride and her social workers have not gotten an answer from this company either as to why they wont properly pay me.

  Business response

  05/06/2024

  Hello,

   

  My apologies for the issues you are having, I have spoken to the ************ and you should be receiving a call from a representative shortly if you haven't already.   Anytime you have question with payments please contact our claims **** at ****************************************.

  Thank you,

  Transdev Health Solutions

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was supposed to receive a reimbursement check of around $600 following my surgery. The entire time they have been impossible to get a hold of. My check was sent to my address but it didnt have a unit number so it was sent back. I have been told many times that it would be sent again. It has been 10 months of this. They take weeks and weeks to get back to simple emails, give no information or explanation, say they are going to resolve the issue. Then when I follow up they ghost me. I have called and called. I even got to a supervisor at one point on the phone that said it would be resolved by the following business day. It was not. The conduct from this company has been extremely unprofessional and frustrating to say the least. This is my last resort to get to some kind of agreement and get the money I am owed. My name is *********************** The surgery for which I was promised I would be reimbursed for happened of February 6, 2023.

  Business response

  12/08/2023

  Hello,

  Our apologies for the problems you are having. After reviewing your account. it appears payment was sent on 04/28/2023 to the name/address listed on the forms. As we do not want to give personal information, if you need further information or have not received payment, please contact our claims **** at,
  ***********************************************************.

   

  Thank you,

  IntelliRide
   

   

  Customer response

  12/09/2023

   
  Complaint: 20949830
  
  I am rejecting this response because: I have stated numerous times that I the check was mailed to the wrong address. I was told it would be resent to the correct address multiple times but no one has indicated that it has actually happened. I HAVE emailed this exact email tens of times. Repeatedly and over the course of nearly a year now. The check was returned to sender. All I need is for it to be mailed again with the additional information I have provided time and time again. Until I receive contact from you I will not accept the response as this was my only request that has not been met. 
  
  Sincerely,
  
  ***********************

  Business response

  01/18/2024

  Hello,

  Again, our apologies for the delay and lack of communication. The Claims supervisor will be contacting you today to verify your address, as we were finely able to verify that the check was never cashed, we will put a stop payment on it and reissue. 

   

  Thank you,

  Intelliride

  Customer response

  01/19/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Getting a ride for surgery is part of my health benefits. I have been on the phone trying to schedule a ride for 1 1/2 hours. For the last 45 minutes, it has told me that my estimated wait time is 1 minute. Obviously, that's not true. I was only given 2 days notice to get this ride. Now I have to cancel my surgery.I cannot sit and wait for this service all day. Something needs to be done about this.

  Business response

  11/28/2023

  *********,

  My apologies for the issues you experienced with call wait times. We are working diligently to resolve these issues. We do have an on-line chat feature you can utilize to book appointments @ www.gointelliride.com/******** along with a self-serve portal.

  Again, our sincere apologies.

  The IntelliRide Team.

   

   

  Customer response

  11/28/2023

   
  Complaint: 20921556
  
  I am rejecting this response because: it isnt a response. I dont want an apology. I want them to offer ****************. It took me an hour and a half to speak to someone and she was awful and they dont provide a good service.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is what I experienced calling to schedule ride appointments for the first time for my 9y/o autistic son with Intelliride. I had the misfortune of getting a rep by the name of ***** on the line this past Tuesday (10/24) at approximately 3:15pm after over a TWO HOUR ON HOLD WAIT TIME. ***** offered no apology for the wait time that I can remember. When setting up my sons profile she said there was an issue with his coverageI interjected and told her that this was corrected because I had just spoken with ************** to get their mistake resolved earlier that day. She continued to let me know that if that his coverage ended on 10/31, she would not be able to schedule ride appointments beyond that date.***** then gets to my address portion and tells me that they are saying its invalid. I assure her the address is correct. She confirms it a few more times. I say Im not sure what to tell you because this IS my addressshe quickly responded well Im letting YOU know theyre saying its not a valid address!. The call continued to escalate because had she or they had an ounce of problem solving ability they wouldve tried different ways of entering my address details in order for it to populate in ****** maps (I was able to do in seconds). Instead of trying this, ***** wanted to police MY tone when she was the one that began raising her voice at me. ***** continued to threaten to disconnect the call because of my perceived tone. I assured her that I wasnt yelling at her YET. Miraculously one of the ***** figured out the issue with my address and ***** was able to schedule my sons rides.On Fri. 10/27 my son and I were left stranded at his appt. No ride showed up at 6:05p as scheduled. I tried calling the numbers listed but no one was available after hours. I received a text at 6:41p asking if I (my son) needed a ride. By that time my son and I had WALKED home. The license/contract for ******************** needs to be revoked IMMEDIATELY

  Business response

  11/09/2023

  Hello,

   

  We are sorry for the inconvenience; however, we need the sons name if he was the member to be transported so we may do a proper investigation.

   

  Thank you.

  IntelliRide

  Customer response

  11/09/2023

   
  Complaint: 20798179
  
  I am rejecting this response because: are you not able to view the attachments? The text messages from your company state my sons first nameRohman. But thank you for confirming exactly what I said about your companys lack of problem solving skills and competency. Since youre probably also unable to decipher what his last name, its Washington. 
  Now that you have his full name, please explain how and why we were not picked up at the end of his appt on Friday October 27th at 6:05p? 
  

  
  Sincerely,
  
  *************************

  Business response

  11/20/2023

  Hello,

  Our apologies as it appears the driver was late for the pickup, we do show a negotiated pickup time of 6:20, driver marked an arrival of 6:49pm, ****** contacted our dispatch and spoke to an agent at 6:50 of their late arrival and not being able to locate member. Provider was contacted to provide coaching and educate drivers in regard to being on time for pickups, again our sincere apologies for your inconvenience. 

  Regards,

  IntelliRide

  Customer response

  11/28/2023

   
  Complaint: 20798179
  
  I am rejecting this response because:

  You indicated the negotiated pick up time for my son on 10/27 was 6:20p. I had requested 6:05p. I understand a grace ****** but is it normally 15min? With NO communication from the driver or dispatch? 
  

  Second, YOUR CUSTOMER SERVICE IS ATROCIOUS! How can you be in the business of providing services to the sick and/or disabled with 2 hour long wait times and rude customer care associates?
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traveled from ******** to ******, ** for a medical appointment. I left on June 4th and returned on June 6th. As part of the trip, I was to save and email meal receipts for reimbursements. I sent all receipts multiple times, the first date sent was June 9th. The receipts were sent to: ********************************************************* I was told to send just receipts to that address (attached). Almost 2 months later, they are now saying I needed a form to be sign by the physician during the appt. I was never provided the form. They said they needed the signature as proof of visit. I utilized their Web site for paratransit rides while in ******. They have proof in their own system that I was in ****** and where I was in ******. Total is $70.72 ($77.22 with delivery fees.)

  Business response

  08/29/2023

  Hello,

  My apologies for the confusion on this. These trips have been completed the trips on Friday Aug 25. They will be sent for processing this week and payment should be sent out Friday Sept. 8. 

  Thank you,

  Intelliride 

  Customer response

  08/29/2023

   
  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 might suggest that Intelliride provide customers with thorough printed and/or emailed instructions with all required paperwork when scheduling extensive travel with hotel and meal reimbursements. I have been asked for specific paperwork I was not informed of until over 30-days after flying to appointments in ******. To this day, I was never provided with the requested paperwork, nor been able to locate the paperwork on their Website. At this point, I would have difficulty gaining the physician signatures, especially 30-days post-appointment, as proof of completed appointments. Since I used their services for airline and ground travel, they have the proof and confirmations needed to see where I was at all times for all appointments during my medical trip.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told in many emails that I would be reimbursed all the mileage i have accrued from driving to a medical facility everyday but sunday. I was locked out of their system for months and when I finally was let back into the system all the trips I made were denied. I was told I was being put on a standing order which means you no longer have to schedule trips in advance. I recieved several correspondence that they would make an exception for their system errors and ***** me reimbursement. To this day I am still visiting the same medical facility everyday but sunday and while all these other companies and other people that are seeking reimbursement are getting it but I have fallen between the cracks. I am owed around $1000 now and everyday it goes up. I have called their office multiple times now and to no avail everytime I call the person I am supposed to speak to is either in a meeting or out to lunch and she never calls me back. She said she has tried to reach out to me but there are no calls in my call list that are from any number even remotely close to theirs. I want to know why I am being lied to like its no big deal. All I want is to get what is owed to me I am not looking for anything else. The money is legitamitely owed to me so I would like to collect it. Everyday that goes by is more money that they owe me. I even transferred to a clinic closer to me so they dont have to pay out double for my trips.

  Business response

  08/08/2023

  *****************************, 

  My apologies for the issues you have been having. After speaking with the claims department, it appears they have reached out to you both via email and tried calling you with no answer. A Standing Order as this is not something would set up without the proper documentation submitted. For more information on this as we do not want to give out any personal information, contact claims at *********************************************************** or call ************ option number 3 to speak to a claims representative. 

  Thank you,

  IntelliRide 

• Initial Complaint

  05/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to call Intelliride to get a trip confirmation number and I had a wait time for 50 minutes. After waiting the 50 minutes I got hung up on, so I went to intelliride.com selected the chat button and put in that I need a trip confirmation number for date of trip for 5/24/23. I never received a confirmation number. I have also emailed three mileage reimbursement verification forms and have not received any type of confirmation saying that they were received. The wait time on the phone is literally ridiculous!!!!! And you only have 10 days after your appointment to get your mileage reimbursement form in.

  Business response

  05/31/2023

  Hello ***************************,

  My apologies for the phone wait time's, IntelliRide is currently working on resolving that issue, we also offer a chat line you can use. As for mileage reimbursement, unfortunately, the claims **** receives over 100 MR ********* daily and cannot respond to each one that they have been received, they do work them in the order received, with a 46-week turnaround time for payment, someone from our claims **** will be reaching out to you via email to resolve your concerns or answer any questions.

  Thank you,

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

   

   

   

  Customer response

  06/02/2023

   
  Complaint: 20117352
  
  I am rejecting this response because: they did not help e for the appointment I needed help with. I went online to Intelliride.com clicked chat, clicked gas reimbursement, and reserved an appointment for 5/24/23. I never received my confirmation number! Now I am being told its too late for a confirmation number. I just want my confirmation number for 5/24/23! Than Intelliride workers work from home so thats no help. If someone else did gas reimbursement in ******** I would be happy to not work with Intelliride. Than the worker tells me well you can start riding with Intelliride so theyll get the gas reimbursement!
  
  Sincerely,
  
  ***************************

  Business response

  06/13/2023

  My apologies for the problems you are having. A member from our claims department will be reaching out to you via email in regard to your mileage reimbursement claim as we do not want to disclose any private information on a public forum.

  Thank you,

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

   

   

   

   

  Customer response

  07/11/2023

   Thank you for responding, but my email basically said that high did not get anything resolved with Intelliride and its unfair that I do not get my gas reimbursement for a confirmation that was never sent to me. I meant to intelliride.com and put in a gas reimbursement, and I never received my email for my confirmation number, without the confirmation number I cannot get my gas reimbursement paid out to me. I also did it three days ahead of time. In ******** Intelliride is the only place that can do gas reimbursement for ********* Its been nothing but trouble since dealing with them. 

  Business response

  07/21/2023

  Hello ***************************,

  
  Unfortunately, the 5/24/2023 log received on 5/29/2023. There were no trips in our system and as we previously stated in the message from our claims ***** we cannot process the reimbursement per the Mileage Reimbursement policies. If you need more clarification on this, please email our claims **** at ***********************************************************.

   

  Thank you,

  IntelliRide

  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩