Coordinated Transportation

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"CTS provides transportation management services to underserved communities, mitigating the unique transportation challenges posed by programs supporting at-risk populations in rural, urban, and suburban environments."

Address: 35 Nutmeg Dr, Trumbull, CT 06611, USA

Phone: (203) 736-8810

Website

State: Connecticut

Zip Code: 06611

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Reviews

I would like to file a grievance against my Care partner  Philomena Ngure and CTS. I missed my colonoscopy appointment this morning because CTS failed to pick me up and failed to call and notify me.  I took me 8 MONTHS to get this appointment, I called to schedule a ride and companion 1 MONTH AGO. I left several messages with my Care manager Philomena NGure and never received a call back.  If she does, she never leaves a message, I have voicemail.  I called client services several times myself the past week to confirm, myself, it was supposed to have been all set.  For some reason Philomena scheduled 2 different services, CTS for transportation and Epoch for a companion.  My appointment was for 7:45 am at Beth Israel,  I started calling CTS at 7:30 am only to get there answering service.  I called the Hospital at 8:00 to cancel the appointment and found that Epoch representative was there!!!  Why she didn't use them for both pickup and companion service is beyond me.  When I finally got a hold of a live person at CTS the I was told "that they were unable to provide service for me"  Her exact words.  I have requested a new care manager and was told it is under review and may take 30 days.  I missed a very important test today, I can't wait 30 days and I absolutely refuse to deal with Philomena Ngure.  I can't change your internal policies but I can find another carrier and report this to the ombudsman and the State Insurance commissioner.  And if you think I'm paying for this missed appointment or for another prescription for Sutabs you've lost your mind.  This is bordering on medical malpractice, these tests are very important for people my age, I don't see why it takes 30 days to have a new Care Manager assigned and I am not going to do anything until I have a new one or change carriers.  This was a very simple but important test and CCA FAILED.

Dreadful. If my ride actually shows up, which is never a given, they are always late. Today they didn't show up at all. Again. We're supposed to rely on this service for medical appointments and they're the furthest thing from reliable. If you have a choice, choose someone else!

CTS reps are not properly trained. I schedule or at least try rides for my mother with reimbursement using F&F benefit. Good luck getting someone at CTS that knows what the benefit is, let alone how to book the trip. All they can do is reach out to their supervisor for answers and take up my time getting trained while I'm on hold, or throw the call over to service coordination with long wait times as well to yet another person who has no idea how to submit and use the benefit. Been using CTS for three plus years with no improvements after several grievances and calls to the insurance member services. If it wasn't for my mother living 35 miles from me, 30 miles to the nearest market, 50 miles to walmart or the nearest mall, I wouldn't even bother trying to utilize the benefit because it is SO BROKEN, POORLY MANAGED, AND INCOMPITENTLY STAFFED.

Been using this service every week over 4 years and up to this point I have had great help from all of the customer service people who book the trips they are all amazing and helpful accept one! Yvelise is her name and she gives me a hard time every time I call! She has yelled at me, refused to take the booking and straight hung up on me several times. The most unprofessional person I've ever encountered. When I get the time I will follow up because she picked the wrong one. I hate to put a bad review for just one bad apple but maybe they will see this and resolve the issue. Remember her name is "Yvelise", I've seen others complain about her on another review site.

Horrible service. Patient was never picked up because no one accepted the ride. Patient left without her medication and no one called her to tell her that a ride was not coming. People lives are at stake. They need to do better

! Title: Review of CTS: A Transportation Company for Commonwealth Care Alliance  Introduction: CTS is a transportation company that offers essential rides to important medical appointments for Commonwealth Care Alliance CCA members. While their service aims to provide much-needed assistance to vulnerable and sick individuals, there have been consistent failures in their scheduling system and customer service interactions. It is crucial for Commonwealth Care Alliance and MassHealth to hold this vendor accountable to ensure the well-being of their members. As the saying goes, "In the end, it's not the years in your life that count. It's the life in your years." - Abraham Lincoln. Let us delve further into the issues faced with CTS and the need for accountability.  CTS's Scheduling Failures: CTS has consistently failed in scheduling rides for CCA members, which has left individuals stranded and caused immense stress. The company's inability to effectively manage their scheduling system is deeply concerning, as it directly impacts the accessibility of vital medical appointments. "Time is what we want most, but what we use worst." - William Penn. The wasted time and missed opportunities due to CTS's failures can have severe consequences for the health and well-being of CCA members.  Unhelpful and Rude Customer Service: CTS's customer service agents, who are responsible for addressing member concerns, have displayed rudeness and disengagement during phone calls. This behavior is particularly distressing as CCA members are often the most vulnerable and sick individuals who require empathy and understanding. "The true measure of any society can be found in how it treats its most vulnerable members." - Mahatma Gandhi. CTS's customer service agents should embody compassion and support, but unfortunately, their conduct has been far from satisfactory.  Accountability for CTS: To ensure the efficient and reliable provision of transportation services for CCA members, Commonwealth Care Alliance and MassHealth must hold CTS accountable for their shortcomings. "Accountability breeds response-ability." - Stephen Covey. It is essential to establish clear expectations and consequences for inadequate service provision. By holding CTS accountable, the organizations can ensure that CCA members receive the care they deserve, without unnecessary stress and frustration.  Conclusion: CTS's consistent scheduling failures and unhelpful customer service have created significant challenges for Commonwealth Care Alliance members in accessing crucial medical appointments. It is imperative for Commonwealth Care Alliance and MassHealth to take action and hold CTS accountable to safeguard the well-being of their members. "The only way to do great work is to love what you do." - Steve Jobs. By prioritizing the needs of CCA members and ensuring reliable transportation services, we can truly make a positive impact on their lives.

Prevents you from getting care!!!! Screws you over anyway possible .  Rude, inhumane,  Don't bother!!!! Purposely makes you miss appointments.   Just wants to fight and argue.   Someone needs to step up and  have them deal appropriately.  Shouldn't be getting paid doing this bad of service.  People are getting hurt because of thier negligence.

This insurance advertises safe and reliable transportation and its a joke!!! SafeRide, Family Care Transportation and  Gentle Care Ride have the worst unsafe cars ever. They lie and cheat rides. Their cars have warning lights and bad breaks and make rear end noise like a broken axel. All the drivers are on the phone while driving and that's against the law. Have drivers with no license, and do not take a drug test and they dummy up the paperwork on their CPR certifications, lie about milage and get paid for rides they do not do when someone calls them to cancel instead of CTS. And CTS does not hold these private companies accountable for keeping up with the DOT required rules and their own as well. None do daily safety inspections , they dummy up that paperwork as well. Because if they did it would show all the warning lights listed on it. Most have tires that would never pass inspection. They have no first aid kits,no fire extinguishers too.  AmeriHealth don't make sure CTS is supplying safe and reliable transportation and CTS is the worst that don't make sure they are safe especially sense they advertise it and on their website say they do. The passengers that take these rides everyday are at such a risk and these passengers need these appointments. Parents and the small children too. Its a shame how its been reported to AmeriHealth and CTS and nothing has been done. These private transportation companies get paid very well and should be made to maintain these cars. Tax dollars are being used to fund these rides so they should be regulated more. These transportation companies are breaking so many laws and it needs to be fixed!!!!

Just missed yet another medical appointment due to a CTS operator entering the wrong information. Obviously their training is severely lacking, or they are hiring the wrong people for this position. I have been stranded at numerous appointments over the last several months - simple appointments like to the pharmacy or chiropractor in my home town!. And I’ve had to pay out of pocket for a taxi to get home. That’s money taken from a disability check that I have to survive off. This recurring stress is unnecessary, and exacerbates my disability. And the saddest part of it all is that it has been going on for years and probably will for years to come.

Worst company ever more often than not they drop the ball. I have a trap that takes me over 2 1/2 hours away from my where I live, and they refuse to pay the driver or the company extra mileage to take me out there so a lot of times I am left wondering if I’m gonna have a ride. Sometimes they won’t even call me to tell me if I did or not, they just text me or if they can find me a driver or anything like that they don’t even let me know. Worst company ever.

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