Modivcare Reviews

I despise Modivcare as much as trying to call and schedule a ride. It takes so long to get a ride approved and then even after they I get text messages about changes that would make me late and show as a one way ride instead of a round trip. I had a confirmed round trip recently an hour away from my house and nobody showed up to pick me up. I sat in my walker in a lobby for over and hour waiting for them to figure out how to get me home. The “feedback” link is useless. Every time you fill it out it can NEVER be sent. Get rid of it or make the link work. The gps to locate your driver I thought was great until I realized it’s very inaccurate. Unfortunately this company has the monopoly in my area for being the one and only company for medical rides.

This is only my second time using this service! I do like the ability to book a trip by using Modivcare and entering my information.

The first time I used the service, the driver offered no assistance to me. He missed his exit from the freeway and wasn’t sure how to get too the doctor’s office after that. When picking me up, he couldn’t remember where he dropped me off.

I’m giving a 5 star rating because of the ease in scheduling my trips.

Tried creating an account on Modivcare , blank screen after filled info. Okay, whatever, I’ll make an account on the site. So I made an account on the site. Tried to schedule a ride on the site, but upon trying to make the reservation I was met with unclickable “next” buttons. Okay, I’ll try making the reservation on Modivcare . App doesn’t let me login, used the exact same email and password but met with “do you need to reset your password?” Okay, so I reset my password. Yet again met with the same reset password error on Modivcare but can login on the site but still be unable to schedule a ride.

Modivcare needs a lot of improvement. We used to be a member of another health plan which used a different transportation app which was much better. Whenever I try to book a ride with Modivcare, it only gets denied and I have to make a call waiting for so long to be able to talk with a live agent and finally book a trip. Also, no reason for the denial is provided. With the same information I provide for live agents, they can book a ride, but I just can’t through Modivcare . Modivcare is really useless.

I love this and I’ll really rave about it when it’s followed through, I take medical transportation a lot and calling it in is such a chore because you usually have to be redirected and it’s time consuming, This was a breeze for me today. I was able to schedule ahead of time on a Sunday. Thank you, Rebecca Walden

Would like to have regular questions like highly weight wheelchair status and ability to sign the log to be permanently remembered by the program so we do not have to answer same questions every time.

This is the first time I have used Modivcare much to my surprise it was very easy to book a ride to the doctor’s office. Simply enter pick up time the pickup address and drop off address and return time etc, easy to fill out information and you are done.

Modivcare require to improve in order to any user will be able to book ride or make changes in this current and previous version Modivcare do not offer good support for screen reading in tables, pop menus and options making impossible to make rides or even add a member. Please fix this issue in order to voiceOver works fine. Settings/ accessibility/ voiceOver

I had installed Modivcare for my son, and when I attempted to schedule a new reservation it will not allow me to do so. The link is there but it just won’t open up to allow me to input any information to schedule it. I have created an account but so far it’s been a waste of time. I still have call to schedule any rides. I hope this issue gets resolved because it would be easier than placing several phone calls monthly for appointments.

Got to schedule days in advance when sometimes you get appointments right away within a day or two not 4-5 days. I had to cancel appointment because someone changed the address for pickup and drop-off. Now I have no transportation because there is no way to change it in app and basically have to have 4 days in advance to schedule a ride. No way to request in app either just wasting space. I had to do everything on their site.

I’ve used the phone to book before and human intervention resulted in errors in my booking. This booking, using the mobile app, was precise in gathering and then reviewing the collected data, for my 2-leg trip in a few days.

I’ve taken this medical transportation for 5 years now. Phone Staff is friendly and helpful. I would say the rides are 98% on time as scheduled! And the drivers are also friendly and are meticulous in there driving skill.

Modivcare does not give you the option to set your notifications and its also not listed on notification settings on iphone. My mom missed a very important procedure she needed to get done because of the inefficiency of Modivcare. Customer service is just as bad because the reps barely speak any English and its hard to communicate with them and understand what they’re saying and vice verse. All round terrible service!

Modivcare is difficult to use. Pertinent questions are missing. Every time I’ve tried to use Modivcare to set up transport, I get denied, and I know I qualify. So I still have yo call the transportation number on the back of my card and deal with a recording that ends up not working when I’m almost done and I finally get transferred to a live person who has no problem setting up my ride. Modivcare is useless, thus, a total waste of time.

Modivcare doesn’t work. Even when you call to schedule rides, half the time the rides just never end up showing up. If you call to let them know, you wait an average of 30-40 minutes to get through to someone. They need to get it together. I’ve had to put my rides on a credit card multiple times now as I can’t afford to pay for rides to and from my required appointments.

I downloaded Modivcare so I could communicate with my medical taxi company about my appointments and other trips that I need transportation to and from. It’s worked really well so far🤞🏻👍🏻 It’s been helpful if you use this app for your Aetna medical transportation.

The only issue i have is sometimes the drivers don’t show and we have reoccurring appointments! And i have 5 kids i need more member options

Great APP when it works, I still give it a5 though lately all my rides keep getting DENIED but I have not made any changes to Modivcare .. so very frustrating. I hope the new update will solve the issue I’m having, nonetheless love Modivcare .

When I first started using it it was kinda confusing but I finally got the understanding when I was navigating Modivcare but for the most part it’s easy and real quick to use.

Easy so far. See how long it takes to get the check. It would be nice to have a debit deposit instead of a check. But overall Modivcare is very easy to use

This is an easy app once you get everything set up. It’s a little difficult to get everything right in your head but the system basically reads your mind and asks specific questions to help you to get where you want to go.

It’s a really good app , was a little confusing at first . Once you get the hang of it , it’s great for booking rides. Grateful for Modivcare . Would’ve gave 5 stars but Modivcare doesn’t allow you to edit your rides. Have to call & usual wait times for me have been 20-30mins

There is no option to book a round-trip.I had to book 2 separate one-way trips. One from my home to the doctor, and one from the doctor back to my home. The problem is it asks for the arrival time for the return home, rather than asking for the pick up time from the doctors office.

I used Modivcare today and easily schedule the ride to my destination.

However, there was no option to achedule the pick up time from my destination. Instead, I was sent a text indicating I should press "1" to be picked up.

Today is Tuesday. My appointment is on Monday. I doubt that I will remember to press "1"!

I truly think this company because they care about customers they’ve helped me out in ways that meant so much to me. Especially when I first started I needed to call three days in advance. I thought I was right but I actually was wrong in meeting the Care and they stepped in and help me out.
I love this company may God continue to bless everyone here
Sincerely
Wendy Hall

Modivcare is the absolute worst. I give it a 0! Have made various attempts to reserve a car for my elderly father’s appts and get DENIED every time. No matter whether I book 72 hours before appt or 120 business hours before appt. It forces me to call in and spend more than 20 minutes trying to get to a live agent to make the reservation. In addition, the first time I made the reservation via a live agent, I received a confirmation number from the agent. On the day of the appt when the car did not show up, I called, and was told it was cancelled. No notice, no call that it was cancelled. And this was an important appt with my Dad’s oncologist. Had to tell my elderly father to take the subway. Modivcare is an abysmal failure! I feel for all those elderly patients who have to go through this on their own! I hope Empire rethinks using this company to handle their patient’s transportation needs.

If it worked correctly it would be great, but I do gas reimbursement for me and my kids appointments and when I arrive at the location and pull up Modivcare and the trip I am at. It will not give me the option to arrive/ sign that I have got to the appointment. When I call customer service they had me to try all these different things and nothing has worked. They don’t know why this is happening and not I have to go an actual trip paper sheet to get the reimbursement and I am no longer at the appointment so I have to go back to get someone to sign it.

I am using App for the first time today. One thing I don’t like is that I have to wait for approval of trips, instead of getting that within Modivcare after completing the trip requests. I don’t know how different the service will be compared to calling in for Trip appointments. I will see if it’s better if I am picked up in the first place and if it’s on time. Here’s hoping for better services. I will update on that after trips scheduled.

Called because I needed help with adding rides, the person scheduled 1 ride for me and said go back on Modivcare and schedule more, and next time call the customer support number. I asked her how do she think I’m speaking to her???? I called customer support! I don’t know if she was work from home or not but the background sounded like it, she was very dry and absolutely did not want to help me at all, then put me on hold for 30min for someone else I guess to do it, and he was in a total different extension, he didn’t work in scheduling. He was surprised as well she wouldn’t help, she scheduled one ride which was November 7th. Very disappointing

Many times I have used your app to facilitate trips but always run into issues with the second leg because it asks for arrival time which is vague and irrational. It should ask for what time of pickup is required to leave the facility to eliminate chaos and clients abandoned due to incorrect information calculated by Modivcare . Several times drivers have arrived during my appointment and leave because I had only been into my appointment for 15 minutes and the driver leaves. Also Modivcare is not listing the facility that is inputed. Just simply have the next leg ask what time a cliente needs to be picked up from the facility not the arrival time to their home.

I tried to use Modivcare to book a ride. App says it can’t book it. I had to call to book it anyway. I thought the purpose of Modivcare was to avoid the phone system. The next day my ride doesn’t show up on my schedule n Modivcare . Modivcare is working now.

requested a ride and Modivcare denied it the day before without notifying me..when i tried to call, it wouldn’t let me through the automated system “because my phone number wasn’t associated with an account”. when i called my insurance, they transferred me to this app and the this app employees were extremely unhelpful and had no information, as well as told me the ride i requested didn’t exist, even though i can see it in Modivcare ! just trash all around, made this visit to the dr way more stressful AND my friend had to take off work to take me because the ride didn’t work.

Also easy to cancel. So far I’ve had one driver and he was on time. But, I use a walker, and I had to call to book trip. The driver said it was not on the paperwork that he had to get walker to and from vehicle. I live upstairs. Do, my next trip I booked myself and put it in there. I found out they can not accept a ride if they have to do things like this. 🙄 the only drawback about getting help when I don’t drive anymore.

Time will tell if a better rating is justified. I had a bad experience on the 11th with a nighttime MRI appointment. Bad communication put me in a panic because I had no idea where the curb the text said to be at was. There are several curbs and entrances.
I ended up getting locked out of the hospital because it was after 8 pm. Fortunately a nurse was coming back from ‘lunch’ and noticed me looking lost and bewildered. After ‘ running’ ( I’m somewhat disabled) from one end of the hospital and back again I called again (4x) driver was unreachable (mailbox full) till a minute before he was supposed to arrive, and he wasn’t sure how to find me. I had no idea how to reach anyone at Modivecare or Uber ((I don’t use them)
Eventually he did while complaining he was going to be late to pick up his girlfriend. Very unprofessional in my opinion.
I was a wreck.

When I type into the box to search for the reason for the trip, it won’t let me click on that reason to enter it into the field. I have to scroll all the way down to find it and then click on it.

The number of trips I have left seems to be incorrect. Don’t I have 24 one-way trips TOTAL with my insurance?

There was one other thing but it has already slipped my mind. Otherwise, as long as it actually booked my ride, this is much better than trying to navigate MARA!

Previously, I had to call this app’s 800# and be blunted from success due to faulty telephone technology being utilized, then get switched over to a human/agent where I’d have to repeat everything that I just communicated to the system. EVERY BOOKING SESSION TO 20-30 minutes until successfully completed and confirmed.

Now? The entire process via Modivcare took no more than 5 minutes. Zero frustration.

Seems like a small thing to have joined Modivcare Revolution but I expect I will recapture 10 hours of time previously wasted trying to book transportation the old fashioned way.

Congrats to everyone involved in making this happen!

The first 3 trips I was able to sign when I arrived at the location I arrived at. When I returned home I was unable to sign that I arrived home it told me to move closer to the address. I had to call and that was fixed. Then the next trip I took that was fine. The following trip I was unable to sign all together that I had arrived at my location and I was an hour and 20 mins away. I didn’t have a paper form. I called customer service was on the phone for over an hour and delete Modivcare numerous times and it had been 3 months and my problem still isn’t fixed. So, for me I’m still stuck using paper forms so Modivcare is completely useless! The idea is absolutely wonderful, but if I could use it oh the headache of the paper form but still after the problems I have had I I believe I will always still keep a stack of forms in car because I can’t trust Modivcare even if I could ever get it to work. Don’t trust it keep you paper forms!! Even if you use Modivcare and it works get your paper form signed! I hope you have better luck than me.

calling every time I need an appointment becomes a hassle because sometimes the wait time is so long to talk to somebody or you get somebody to talk to and they’re having a bad day or you’re having a bad day and the conversation just doesn’t go right Modivcare is amazing. Thank you guys so much, it’s truly truly truly amazing what a tool to offer us members wow

There is some confusion in the wording of questions and no answers. For example, the “Drop off” was unclear where one is “dropped off”. Is it the designated destination? Or where? Then when is the “pick-up time”? At least I am told on the phone a range of time: pick-up, plus or minus 15 minutes. Or say, aim for 9:15, with as early as 9:00 or as late as 9:30. Your app does not include that information. Why? Now, I must call. Or is there something I missed. Please help me.

So so far, the motive app works. It just sometimes takes a long time for the load, and it sometimes cannot find you and makes you login again. Other than that I haven’t had many many issues booking a ride has become much easier than having to call my insurance overall but it’s the loading time when you’re trying to see your scheduled ride or when you logged in and it logged you out, it pops up and says that they’re having difficulty or they can’t find your ride but when you do it a few times or refresh a few times that’s when it works. Sometimes it still remains stuck but oh it’s been an easy way to book your rides and I’ve booked mine three days before or a week in advance, sometimes you do have to call to make sure just in case they switched your ride to another service. I only took off one star because of the glitching of the refreshing, and not being able to always login or see your rides promptly.

Modivcare constantly logs me out, and when I try logging back in an error pops up. I have to retry several times before it would finally log me in. Once logged in, it’s really slow to load and end up having to close Modivcare and reopen in order for it to load. Even then, it would load and show no scheduled rides even though I have rides scheduled. I then have to refresh by swiping down, sometimes several times, before my scheduled rides appear. This happens probably 70% of the times I use it.
INITIATING A RETURN RIDE:
You get a text message and supposed to reply with “1” once ready to be picked up. That has worked for me only 20% of the times. Modivcare has an “Initiate” button. You would think that by pressing it, it would initiate your return ride for you automatically? Nooooo… it prompts the number for you to call support to do that.

…I’ve got to tell you, never have I ever left a review like this, so frustrated 45 min later still no App.
Worst App I’ve ever encounter.
First I install Modivcare by a txt msg link sent, after installation I follow all prompts to create an account (or thought I did twice). Then it asks me to create an account again, so now I have an account verified. Then I’m the account holder, then it asks me to Add a Member (I’m the member) so I enter the Member (me again) and it fails. Tells me to correctly enter date of birth as follow DD/MM/YYYY. I do and it won’t accept it. So o try again same problem, I log out to start again over and over. So I go to Help Chat Log in and the Bot tells me to register, which I did over and over, then I find a Notice to call customer service , there’s no number anywhere. So it takes back to the Bot. I took a pic of the mssg that continues to pop up, unfortunately I cannot send the screenshot I took here to show.

I like Modivcare , however, there are a few things that still need to be fixed. I was able to successfully plan a trip for myself but when I tried to plan a trip for my child it wouldn’t let me proceed because I needed to add a driver to the account. I should have been able to easily add myself but I had to reach out to customer service. And, when I tried to reach support via Modivcare it would go blank, I had to go to the website and login again and then select the chat option. The representative I spoke with was great. She was quick and knowledgeable and solved my problem quickly. Like I said, just a few minor issues to fix and Modivcare is good. It will be very convenient.

This is great Ray simple and I was able to book my ride I only wish I could have dubbed it the day before as my doctor gave me a last minute appointment so that so be nice when you add that feature. Though I loved talking to a live agent I also at times am in a lot of pain and or I have really bad days so this is great being able to do this one. My sister was able to book my trip for me and it just took a few minutes. On the phone sometimes I would be on hold because the agents were helping other members book their trips and so by the time I finished booking my trip everything in total took up to 40 minutes. Thank you Medicare love just love your service it is the best I tell others about you and give it your m number the care you give your members is top notch just the best. Living in pain and with a disability is just awful so every little bit helps.

I’ve been denied rides twice and told by the excellent customer service reps that it was because I failed to provide 72 hrs notice prior to my appointments.. but how’s that possible when I requested the first time a full WEEK ahead of my appointments.. but, apparently, the third day before my appointments was Ramadan.. now, I’m all for inclusion, across the board, but, as a Caucasian male in Oklahoma, that seemed pretty ridiculous.. the second occasion was also because of 72 hrs notice, but last night, when I tried to access Modivcare to schedule rides, I just got a message saying Modivcare was undergoing updates, and to try back in a certain time; which was MIDNIGHT, and would’ve definitely put me under the 72 hour time notice.. I just can’t win with Modivcare. I find myself extremely unfortunate that I was given the info to SoonerRide JUST as it was switching over to this craptastic app of Lyft brought To You By Medicaid.. but that’s life, recently, and I’m working on accepting these types of things.. my sincere condolences if you’re left with Modivcare as your only form of transport to your appointments.. I genuinely hope you have something else available. HaPpY RaMaDaN!

I have had a lot of trouble in the past trying to book a ride for my doctor appointments. I’ve used the old app on my computer and I’ve used the AI over the phone and had nothing but problems with both of them. Every time I would have to go through the whole process, and then wind up being transferred to a live agent. Modivcare is absolutely great! I plugged in the information they wanted and it just worked. Thank you 2 whoever developed this.

I was delighted to find out about the service, since I live in a somewhat remote location, and was required to have adult transportation to and from the hospital. I scheduled a month in advance, then later had a friend volunteer to take me and wait for me during the procedure.
The next day I was going to call this app to cancel, but that morning they sent a confirmation text with an option to cancel. I took that opportunity to cancel, and received a confirmation asking why I was cancelling. I replied that I had other transportation. That was 2 days before the procedure. On the morning of, I received a text that a driver was on the way. I replied to the driver that the ride was cancelled. I also sent yet another text to this app reminding them of the cancellation. The driver showed up at my house anyway , and I got a nasty phone call from this app. T he service is a great idea, very helpful. The customer service has a loooong way to go.

Even after my health care provider issued a grievance against multiple cab companies and reassigned me to the only one I can use due to mental illness which is ALTERNATIVE SOLUTIONS TRANSPORTATION and ALTERNATIVE SOLUTIONS TRANSPORTATION ALSO HAS SAID MANY TIMES THEY CAN AND WILL ACCOMMODATE ALL TRIPS SIX DAYS A WEEEK FOR ME ….. yet now you are trying to assign TAXI servers and I already checked and as I said ALTERNATIVE SOLUTIONS TRANSPORTATION CAN AND WILL ACCOMMODATE MY TRIPS YOU KEEP BEING DIFFICULT FOR NO REASON OTHER THAN TO MESS WITH ME I AM GETTING WORSE MENTALLY DUE TO THIS I AM REGRESSING TO OLD HABITS AND SINCE I STATED IN MY HOME ALMOST AN ENTIRE YEAR DUE TO MY MENTAL HEALTH I KNOW HOW FAR I CAN REGRESS TO SO please I am begging you from one human being to another please just accommodate me and my choice and the decision of ALTERNATIVE SOLUTIONS TRANSPORTATION stating they can and will accommodate all my rides due to my mental health again please please just assign them to any and all my trips and if I have any issues I will let you know

It’s fairly simple to use and makes scheduling trips so much easier. Not to mention just opening Modivcare takes you directly to anything you’ve scheduled. Only thing that I think needs improvement is just being able to cancel the rides from Modivcare rather than being told to call and go through same call loops as the regular phone scheduling line. Highly recommend!

Modivcare to schedule is good, I give it 5 Stars,
but I had a terrible experience for a trip in February 2, 2024, after being discharged from the hospital in Johns Creek, GA. The discharge nurse called this app for return ride home after having surgery for Cancer, and it took them 5 hours to pick me up, and I was discharged about 5:30pm, I didn’t get picked up until 9:45pm and I didn’t get home until 11:45pm that night. hope that I will never experience something like this again!

I can’t afford to drive to appointments and pay the high cost of parking. Buses aren’t reliable and Uber is too expensive. I can’t miss my appointments & can’t afford to get myself there in time. this app was recommended by a friend and it has taken all the stress and worry of making my appointments out. Many people need this service; I’ll tell others about it. Try it. Schedule at least 24hrs in advance.

It is very easy and convenient to book your own reservations. The only bad thing about this you cannot book the same day. It is so annoying to call and do the automated booking. If it cannot schedule the appointment then they transferred you to a representative and you have to repeat everything all over again so far Modivcare is very easy.

Modivcare has had a couple issues that were worked out after several calls and speaking to about every department reservation, tech support, and billing it was finally fixed. However this company as a whole is absolutely by far the worst to deal with everyone give u different and conflicting information bouncing u around from department to department!!! If u are a driver don’t expect payment for your time and efforts the wear n tear on your automobile in a timely matter!!! Nope they pay u when they feel like it!! Jump through all the proper hoops to get your paperwork work to them with all the required information to them and still nothing for weeks!! 7 weeks now to be exact!! This company is the worst!!!

Very happy with this app. They are the very reason I signed up with Humana HMO due to having transportation with this app. They are very reliable and always get me to my appointments on time. There were times when the driver cancelled at the last minute but this app came through each time. I would get stressed when driver cancelled last minute, but this app reassured me they will take care of it and they always did. Extremely happy with this app.