Complaints

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Three emails (*****; ****; *****) sent to Intelliride have gone unanswered regarding a mileage reimbursement check submitted successfully via fax on same day after dental visit, 06-22-2022.Trip confirmation numbers are ******* (TO) and ******* (FROM).In first email, attached copy of submitted reimbursement form.Two previous checks were received within 6 - 8 weeks for mileage reimbursement forms submitted for 05-25-2022 and 07-11-2022 dental visits, also faxed to Intelliride Claims on same day.However, no check received for dental visit on 06-22-2022 that fell between former dates of checks received for dental visits.Unsuccessful in three attempts to speak with a representative by phone. Indefinite hold, then disconnected each time on different days.

  Business response

  09/26/2022

  ******************,

   

  Thank you for reaching out to us.  I am glad you reached out.  We had trouble initially with the claim for 6/14/22 as we did not receive the claims form for that.  However, we were able to find the information from a subsequent email.  We have processed that trip for $14 and you will receive a check shortly.

  thank you,

   

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

  Customer response

  09/27/2022

   
  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.

  If the check for mileage reimbursement is not received within the next two weeks from Intellurude, I will reach back out to the Better Business Bureau with an update.

  Thank you for all of your assistance.
  
  Sincerely,
  
  ***********************

  Customer response

  10/19/2022

  Below, please see reply received from the Better Business Bureau in regard to above-referenced complaint submitted online on 09-15-2022 against Intelliride Transdev.

   

  To date, Intelliride still has not provided mileage reimbursement for a June 22, 2022 dental visit. Three telephone calls not answered, as well as, three emails each a week apart, were made after the first 8 weeks past June 22nd. No response from Intelliride.

   

  The request for reimbursement was properly completed, signed and faxed after dental visit same day. Fax transmission indicated successful, as was the case with two prior reimbursement submissions, which were received.

   

  Another dental visit occurred on September 26, 2022 with another request for reimbursement faxed on same day. Given that the June 22nd reimbursement was not received, not optimistic that latest mileage reimbursement will be received after 8 weeks.

   

  Please advise if the Better Business Bureau is unable to resolve the above-referenced complaint.

   

  If so, next step is to email the ******** NEMT to inquire a source for filing a complaint with the appropriate state agency regarding mileage reimbursement.

   

  Kindest regards,

   

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

   

   

  Business response

  10/26/2022

  *****************,

   

  Thank you for this information.  Here is what I got back from my billing team.

   

  Trip from Jun 22 completed on Sep 26 and Trip On Sep 26 comp on Oct 12.
  
  A check was issued for the September 26 trips on 10/21 (this is the week it was approved for payment by the ***********)
  I see we did get the approval for payment for the trip on Jun 22. I am checking with finance as this has not come back to us in the MR **** for issuing the check.

   

  I hope that is helpful and good news.

   

  thank you,

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

  
  

  Customer response

  11/01/2022

   
  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.
  

  Just moments before receiving this communication today from the BBB, emailed the BBB Resolution Team the followin in response to email received on 10--17-2022.
  Thank you for reaching out to TransDev on my behalf regarding never receiving a check for the 06-22-2022 (Trip # 4411721 and #*******)), faxed and successfully transmitted same day as 06-22-2022 dental appointment
  
  
  I did hear from *****, a TransDev Rep, via email on 09-13-2022, who stated she would look into the matter.
  
  
  After no further update from *****, I followed up once again via email to ***** on 10-28-2022, inquiring if resubmitting the fax is helpful in resolving; no response.
  
  
  Given that TransDev does not appear competent enough to resolve over an entire period of six months, I find it fruitless to continue this pursuit.
  
  
  However, I will email the **** as a last resort, but the outcome may be the same.
  
  
  Again, thank you for all your efforts on behalf of the Better Business Bureau.

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been using Intelliride for 2 months now for doctors appointments because I am confined to a power wheelchair and have ******** as my insurance. I have been made to wait 2+ hours past my scheduled pick up time on several occasions, have not been picked up (without any notice, causing me to miss my appointment) three times and picked up over an hour earlier than the scheduled pick up time as well. It is unacceptable to make a wheelchair bound person, who cannot use public restrooms, wait around like this! I only live 3 miles from my doctors office and my trip, from pickup to drop off frequently totals 4 hours, or more, for a 1/2 hour or 1 hour appointment. Does this company not have any compassion for the disabled community? Their phone system is also unacceptable. Every time I have called, to find out what the problem is with my ride or to book an appointment, it is a minimum of 45 minutes (up to 2 hours) wait time. Their website is no better, it constantly glitches and books the appointment incorrectly, then you have to call and wait forever to get them to correct the problem. When I spoke with someone to complain, they blamed me for booking incorrectly, even though every time I have booked it myself it has either been via phone call or online. I have never been able to successfully book through their online rider portal without having to call to make them correct the glitches/errors. They are taking money from ******** and giving an unforgivably poor service. Because of ********s contract with them, the other companies who provide rides are unable to service you. So basically I am trapped into being transported by a sub-par service whom I cant rely on to get me to and from my appointments. I do not wish for them to contact me, as I have already spoken to them on this matter (having them try to put the blame on me) and there is nothing they can do to make up for my missed appointments and unbearable wait times on the phone and for transportation.

  Business response

  09/12/2022

  **************,
  
  I am sorry about your experiences with us, and I have to admit I am just learning about them here.   You asked not to be contacted, so I will respect that and not reach out.  However, Id like to at least leave a suggestion here that I think could and would help a preferred provider.   This is a situation where you can have a regular provider who will be assigned to your appointments.  Even if you are scheduling through an app on your phone, chatting in, or calling in you will be assigned to the same company every time they are available.  Because we are a govt contract, there is some paperwork involved, but its only 1 page.  Please let me know, or anyone you speak with if you call in that you are interested in the preferred provider program.  Its free and easy.
  
  *******************

  Customer response

  09/12/2022

   
  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. Please go ahead and reach out to me as I would appreciate having a preferred provider. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are still waiting for reimbursement from Intelliride. This is the second time I have requested the help of BBB as we cannot get thru to Intelliride.We have received nothing from January, February, March, April, June and oddly received one way for May.There is no point to try to reach them as they will not answer emails. Not everyone has enough minutes on their cell phone to sit on hold for hours.I am still not understanding how the ***************** continues to use this company with such horrible reviews.If there are standing orders for cancer treatment at the same facility I cannot understand the time lapse for reimbursement or even being able to get an answer from Intelliride.Your help would be appreciated as another treatment is Thursday.

  Business response

  09/02/2022

  ************************,

  Thank you for reaching out.  I have reached out to my claims team to find out what the delay.  Our apologies.  I hope to know more today.

  
  Thank you,

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

  Customer response

  09/02/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  It has already take nearly 2 weeks for a response as to why the 8 month delay.

  I hardly think there will be a response by end of day.
  

  Business response

  09/06/2022

  
  Hi team,
  
  I received and responded to the complaint mentioned above this morning.  I would like to add new information to it, but your platform has it locked (which I known about, but drives me crazy).
  
  Could you please add the following comments?  This is for ******************************
  
  ************************,
  
  As promised, I looked into the missing payments.  There were no trips registered with us during that time, so we have nothing to reimburse.  I have talked with our claims department, who is going to be nice enough to recreate those missed trips in our system so you can be reimbursed.
  Thank you,
  
  *******************
  
  Thank you in advance,
  
  
  ******************* |Manager Compliance, QA 
   | ******, ********
  ************ | **********************************************
  

  Business response

  09/09/2022

  ***********************,
  
  I am sorry.  When I first said I had hoped to know more by the end of the day, it was before I knew that you had never arranged the rides you requested reimbursement for.   Our claims team has been nice enough to go back from scratch and complete the information that you had not provided.  As a direct result, the process has to start a new.  You will receive payment, but I cant push you to the front of the line, as it would be unfair to all the folks who did submit their paperwork and their trips with us.
  
  Thank you,
  

  
  

  Customer response

  09/14/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:

  All trips were not ordered through the system for multiple reasons.

  1.) Trips are required to be ordered through IntelliRide ***** hours in advance. My appointments tend to vary depending on lab results and the Dr. scheduling to see me which is not always within ***** hour notice.
  

  2.) We live in a rural area, internet or access to, is not always available.

  3.) After submitting several requests for reimbursement and emails to verify such, We received no response for several months to confirm our requests had been accepted or gone through properly.

  4.) We are still waiting for an answer as to why payments in *** were reimbursed, but only one way.
  Sincerely,
  
  *****************************

  Business response

  09/20/2022

  
  ***********************,
  
  ************************,

  
  We do ask that trips are booked through us for reimbursement 2 hours ahead of time.  This is a requirement from the state. It is not something we can waive, which is why we set up multiple outlets.  For trips, you can call us, email or fax order forms, and working from your cell phone you can use an Ecolane app, or chat through our webpage, which can also be done form a cell phone.  Lastly, if your appointments are on a static schedule, you can set up a standing order that will auto generate trips.

  
  We were willing to backdate your missed trips, which I thought was a generous offer.  It is true the process is not fast.  While we seek to improve that, there are measure and audits in places that make sure taxpayer resources are protected.
  I am sorry for the delay in your reimbursements, but remember that we had to create your past trips from scratch entirely on our end, which was very time intensive.  Though lets say your trips go back to **** I cant put you at the front of the line when we just got word of all of these trips a couple of weeks ago.

  
  As to your last point, I do not understand the question.  Are you saying you were reimbursed for half the trips?  Or reimbursed for each trip, but only at 50%?

  
  Thank you,

  
  *****

  Customer response

  09/20/2022

   
  Complaint: 17751663
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Thank you *****,

  I have not been reimbursed for ******** February, March, April, June but was reimbursed ONE WAY for May.

  If any of the emails would have been answered we would never have gotten to this point.

  While I appreciate your "efforts" I still do not understand the lack of communication.

  If emails are not an effective way of communicating then that option should be removed.

  My daughter was told scheduling must be done 72 hours in advance, now you are stating 2 hours.

  Barring an emergency my appointments were standing for treatments monthly. Imaging and unforeseen allergic reactions were not on a standing order.

   

  Business response

  09/23/2022

  ****,

  
  Here is what I was able to find.  It appears we have you paid through April 28th,with a check for $510.  It appears there was an error on the * leg of your trips that wasnt paid out correctly in May.  That was indeed our error, and the correction has been processed and is with the state now for final approval.

  
  Thank you,

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

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been having a problem with Intelliride for some time now. I rely on the mile reimbursement part of the program the most. The current problem I have is that I'm not getting the checks. I have submitted the completed forms through fax as well as through email. I've been waiting for a check for trips as far back as February 1, 2022 through May 16, 2022. When I sent an email asking what was going on, they replied asking for the ******** number and I sent that info back right away. And then nothing. I can't get anyone to respond to me. I have sent many unanswered emails. I even sent an email to someone I had talked to before with intelliride. Still no response. When I have called the main number, they say they cannot help me that I have to email ******************************************************** for anything to do with that. I have asked to be provided with a phone number they said there isn't one. I do not have an income right now. and I'm supposed to have regular visits to the doctor due to complications from a car accident and I have had to cancel quite a few trips because of not having the gas money to get there. This has been a reoccuring thing since it was switched to them. I just thought it would get better but it seems to be getting worse.

  Business response

  06/20/2022

  Ms.  ******,

   

  Thank you for engaging us.  I did some digging, and here is information I have on your claims and payments.  This information came from my claims team today.
  

   

  We have paid for trips for ******* for Feb 1, Mar 20 and one will be paid this week for *** 20.
  
  I also see that we have paid ******* for trips for **** on Mar 14, mar 15 and *** 16. This check was sent on  6/10/2022

   

  thank you,

   

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

  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am supposed to be getting reimbursed but for mileage through intelliride and I have not seen any reimbursement and it has been over 8 weeks

  Business response

  05/03/2022

  ********************,

   

  Apologies for the delays in payment, and response here.  Your payment had been in the audit process by the state.  This doesn't mean there was anything questionable about your claims, it is just a new process.  The claim was released, which is good news.  That payment should go out this week.

   

  thank you for your patience,

   

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

  Customer response

  05/18/2022

   
  Complaint: 17023685
  
  I am rejecting this response because:

  I am rejecting this response because:
  *****.first of all I have trip sheets that date all the way back to the beginning of february that is alot longer than three weeks. I have contacted your business via email and phone calls numerous times and I got one response and I was told that there were going to send out a reimbursement check the following week and that was three weeks ago. As for not being able to set up trips because your portal will not let me log in I have tried resetting the password 5 times by myself and one time with someone on the chat line. Every time it failed. I do not have the time to set up appointments by calling or by the chat option because I don't have time to wait on hold for up to two hours every time I want to set up just a couple of appointments. My portal quit working in May and haven't been able to set up appointments even though I go everyday. I have all the proof you need stating I have been to the methadone clinic daily for the past five years. You should not not reimburse me because your system would not allow me to do the reimbursements properly. You don't have good business ethics and I have an appointment with **** on May 25, to discuss the problems I have been experiencing with your company. I will speak to ******** after I speak to ****. THANK YOU
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

  Business response

  05/18/2022

  Date Sent: 5/15/2022 3:20:44 PM
  

  ********************,

  
  Apologies for your problems.  Mileage reimbursement takes 3 to 4 weeks standard, sometimes longer.  It is a complex process that involves us recording and reporting trips, and then submitting info to the state.  I am not sure why your self service isnt working, I took a look and everything looks ok.  If you hare having troubles with that, you can reach out to us for trips, or have us reset your self service password. 

  In addition, you can set up trips for self service MR through our chat application on our website.  It is up and running same as our business hours (M-F 8 to 5pm).  We can do anything on that chat that you can do by phone or self service.  www.GoIntelliRide.com/********
  
  Thank you,
  *****Tell ** why here...

  Business response

  05/18/2022

  *******************,

  
  Here is what I was able to find out.  The trips up through March have been paid out to a ****************  The subsequent trips are expected to be processed this week.  I know some of those trips were longer than four weeks ago, but it was less than four weeks ago that we received the paperwork.  Again, I apologize for the frustrations.
  
  Thank you,

  
  *****

  Customer response

  05/23/2022

   
  Complaint: 17023685
  
  I am rejecting this response because:I submitted a lot of hours for reimbursement and hw has received a check for $3.85. I still can not log on to my patient portal to book new trips and I understand you said I can book trips through the chat on your website or calling on the phone but that is not entirely possible for me. I do not have up to two hours to wait on hold every time I want to schedule a few trips. I can only schedule three trips at a time when calling and i have trips to a medical facility five days a week. I feel your company is mocking me so I have a appointment with **** public utilities commission on Wednesday morning to file a formal complaint because your company keeps giving me the run around and I am tired of being taken advantage of. Did you find that check for $3.85 funny because I did not I am taking your company to court if I have to cause it is not a joke to me like it is to you.
  
  Sincerely,
  
  *****************************

  Business response

  05/27/2022

  *******************,

   

  We are not trying to make things difficult, nor mock you.  There are two separate issues that I see here.  The first, of course, is your payments.  As I mentioned, my records show everything was paid up to May 1st to ****** R, who you listed on your forms.  The $3 difference, I am guessing, is a mileage discrepancy.  Our system uses mapping technology to determine mileage in most cases.  Perhaps that is the difference.

  The second issue is unrelated, and something I am confident we can help you with... getting your self service back online.  that simply requires a password reset request, which does go through us.  You can trust me that we are as eager to divert calls to serf service as you are eager to not have to call us.

  I would imagine our chat team could also help you with a password reset.  I do show that your self service portal is active on our end, and in no way restricted.

   

  thank you,

   

  *****
  

• Initial Complaint

  02/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** provides mileage reimbursment for patients trying to improve their lives.I think this is great program it has allowed me to change my life and improve the quality of my life immeasurably. However I can't get intelliride the private company used to mediate and run this program successfully however I found myself spending way more time and energy receiving this reimbursment to make my recovery a success .All I'm asking is they do what the government intrusted them with and take care of business and allow me to focus on recovery I will enclose copies of every trip made and hopefully receive funds to make these trips possible.

  Business response

  03/01/2022

  ****************, my info shows you been paid through Jan 14th.  There is a batch of December trips still sitting with the state for final approval.  As soon as we get that, those will go out as well.  I know you talked to *****, she was concerned you either didnt get, or cash, the check we sent already.

   

  thank you,

  *****

*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. ↩