I utilize MAS for my clients through my agency and their restrictions are becoming more and more ridiculous. My clients are insured through Medicaid and majority of the time they cannot even utilize MAS. Besides making my job more difficult, they make it more difficult for these clients to adhere to their appointments to try and better their health due to the idiocy of their guidelines and protocols. Example. A client that has diabetes is able to utilize their services to be transported to and from a nutritionist but a client diagnosed with an immunodeficiency disease who receives supplements from their nutritionist for his health cannot receive transportation. If someone has surgery within the limits of the 2015 Form, they consider it as cosmetic and require a 2020 Form to attend a surgery. Their restrictions are becoming more and more ridiculous. MAS does not assist clients as much as it seems and my clients wind up suffering and their health worsens since they cannot receive transportation for their appointments. MAS is becoming a horrible service for Medicaid clients. Also, a client of mine receives treatment at a hospital that has a contract with a specific cab vendor who informed me they do not travel to where my client lives. We have requested to opt out from this vendor on numerous occasions and the request was never reviewed. The review typically takes a week and we have been waiting months and my client still cannot go to her appointments even with a 2020 Form because staff at this agency do not do their jobs properly. MAS is supposed to assist those who need the assistance and they do not live by that.

Since the system update, it is a lot harder to schedule trips to appointments. Instead of filling everything out on a single page, each question or 2 are on separate pages, and you need to check a box to confirm that everything is correct before being able to continue to the next step. It takes 7 - 8 times longer to schedule than it used to. Additionally, a parent can no longer schedule standing orders for their child; only a medical provider can. My childs medical providor does not have the time to schedule trips for their patients. Doctor and therapists offices are busy enough, especially with the staffing issues places have been having since the start of Covid. So instead of scheduling once for the multiple times weekly therapy to one location, and another time for the once a week to a different location, and having it set up once for all the days needed, repeating weekly, I have to schedule every day individually. And to add to that, many times the system will just load for multiple minutes in the middle of scheduling, and then it just crashes/logs you out/ has some sort of glitch, and you then need to reload, log in again, then start over for that trip. The last upgrade was definitely a downgrade, and it makes it a lot more difficult for the people who need transportation to have access to it. Definitely needs improvement.I still gave 3 stars because when I call in (if the online system is completely malfunctioning or to add a new provider that wasnt in the system) the staff is generally helpful, courteous and friendly.

Nice customer service but takes to long for some help. To confirm an appointment. Website isnt working properly.

They keep you waiting forever when calling them just like the car companies. I complain all the time but they never hold these garbage transportation companies accountable.

Website is usually impossible to use (password issues and resets, or it will not register your trip, nor will it update to dates and times you need, even when you are doing a recurring trip (and it times out over and over).The phone reservation system is just as bad if not worse. Sometimes things are time sensitive and it doesn’t seem like it matters. And if you call and want to talk to a person you have to wait for longer then ten minutes, that is, if the system doesn’t hang up on you in the process. Oh and the first time I called the woman was extremely rude and unprofessional. I wish they were not the only option for Medicaid Transport in NYC.

It takes forever for them to answer the phone. In the past their service was superb. My last three rides the drivers showed up between 20-30 minutes late

So i book a ride to the Emergency room. They force you to select a taxi service that doesnt have the drivers. Then when you get discharged at 4am. They make you get a social worker to call. Even though they spoke with the nurse in the ER. Knowing full well that its late and that maybe there is only 1 social worker on site if that.

Terribly difficult to get ahold of on the phone. Cabs dont seem to be vetted very well. Ive had cabs they set up not show up with no notice.

For hoods by hoods in hood quality. Civilized folk beware.

This has been the worst source of transportation ever provided as a third party provider they are truly incompetent. They website is very poorly created, the business partnerships they have are with low quality low rated transportation companies. They send reports to these transportation companies that are never received and or verified. The customer service is extremely poor. Even their supervisors are of little to no assistance at all. I have booked 4 trips in total with them and all trips have been a complete waste of a day waiting for their arrival and the hold to get someone on the line to assist with the issues at hand. I am extremely disappointed and recommend not a single soul to use their platform

Its ok but it can definitely be better. When you call it makes sit though a whole machine prompt, after going to that whole process it then puts you on hold to talk to an operator. Having to do everything all over again. My thing is what is the point of setting things up with the machine? When its just gonna make you do all that over again. My other issue is when they put you on hold the call drops and you have to do the process again. The app is broken youre better off talking with an operator. My last gripe is that when you schedule an appt you need 3 days in advance before your appointment ..now the hospital system is very sporadic at times when it comes to appointments..so I dont see why you need that long to book a trip. At times this process can be irritating at times.

Staff was very nice. Wait time was not bad. Overall good experience

Cant get into my account with saved password and have been using this service for many years the website is too confusing asking about different legs of a trip like I am familiar with this terminology and automated phone system is not working

Love the icecream and good customer service. The shop is nice and clean also.

Excellent customer service and beautiful prints

This is past frustration to contact the number provided follow the automated machine instructions and stay on hold for over 15-20 minutes to just get hung up on. I’ve contact this office past 15 times today! Have all calls on record, each time same thing. Also trying to reset account password since it’s not letting me login with the only password I ALWAYS 100% use and it says no enrolles found with the info provided which I know is not true after using this service for 3 years now. This is terrible service!! There should be someone available to chat online with customers regarding situations like this or at least have a direct number we can call to the online account customer support. Once again frustrated and stressed all to make a transportation ride!!

P polite courteous and very experienced doctors

This is a great service. The customer service agents are very helpful.

Was immediately put on hold. After 15 minutes, I was hung up on.

Great for non emergency medical transportation but the website can use some work. It impossible to reserve 2 trips in one day.

Excellent service for appts n pickups

The company is horrible. I wouldnt recommend to anyone. Policy changes from person to person. Automated service keeps hanging up on me when I call. Representatives are rude

On hold for a long time but over all cant complain

The way the male customer service agent answer the phone is very rude. Then he asked questions, and I was trying to ask questions, didnt even give me time to ask anything. He just kept interrupting me. Let me say the second time me contacting this agency; it probably is the last I could imagine the way they treat sick people like I get it right. You are working through a pandemic, but it is not for free. If you are miserable at work, then quit. No one is forcing you. Customer service training is a need in this company really bad cant even serve people correctly. Why bother going into that field? If you hate people that bad, then quit but dont make a sick person more miserable because you are miserable.

They dont answer the phones it is difficult to schedule a ride with them. They hang up The phone everyone is a supervisor. What supervisor answers the phone at a call center. They suck and they are providing a service to sick, poor and elderly people. Shame on them.

Ive been waiting since August 2021 to get transportation my medical doctor sent in multiple faxes all mas is doing is lying and giving me the run around such a shame taxi is expensive and I have not seen some of my doctors in months

Its great to have transportation. More people should know about this service

Ever since going remote, they NEVER answer the phones..even their website AND automated system sucks. They should be ashamed! They are playing with peoples health!

This is place is good when making my reservations for my transportation for my appointments.They are extremely helpful and also polite and professional....

I cant wait when I am 65 so I can get BETTER TRANSPTATION THAN THIS !!!! THANK GOD I BE 65 NEXT YEAR NO MORE PAIN OR SUFFERING THANK GOD I CANT WAIT FOR 2022 HAPPY DAY !!!!

I have been unable to see my eye doctor, they claim I need a 2020 form complete d because my eye doctor is in a different borough. My doc is part of the hospital I see my primary. I have a chronic eye condition which requires me to be under the care of this doctor. My eye doctor completed the form twice it was sent, they claim it’s not enough information, but won’t say what they need and they don’t communicate with you the status unless you call. They are very rude and unprofessional. I will be looking into how to file a complaint with the Attorney General’s office.

With the pandemic they are making things more difficult. They want doctors to e-file forms when their site is not all the easy to navigate.E-filing without proper instruction in how to do so. They should accept faxes and stop playing games with disabled who need to see their doctors. Working from home has some advantages and disadvantages especially for those people who dont want to work they definitely take advantage and do nothing!!!

They are TERRIBLE & They are ALWAYS TERRIBLE & RUDE!! Only added a ★ because it wont let me continue...

Its ruff starting out but I thank god I didnt give up and gave me patience I give the workers a 5 star they really go out there way to help you thanks

Literally days of my life wasted due to this truly horribly ran company just trying to get transportation to medical appointments. NYS needs to put out an RFP and choose a new company.

This is not an ordinary answering service but rather the primary coordinating agency providing medical transportation for individuals with medical disabilities.

Always great people just got to know when to call at the right time ya dig

You need a car for medical they give. Its busy a ton. Thats because we as a city have alot of people in it. Alot have medical problems. So deal with the busy lines. Or do your car service needs on their website. No busy lines and your car will be placed.

2nd. Time driver picked me up 1/2 late, then with me in cab went to get gasoline making me 20 minutes late for doctors appointment. 3 times I waited over an hour to get back home, theyre the worse, I will change to another cab service.

Clear helpful waiting time longer than usual but thats to be expected

Was under construction. I phoned main office and was on hold for 54minutes. The automated message said to visit website so you can imagine my disappointment.

She is an amazing dr and she understands and very willing to answer any questions you have

Their website required me to change my password, then an error message said the already recorded phone number on profile couldnt be found. I called the helpline twice but they didnt answer. I called the main number, entered the required information and waited for a live person for 15 minutes. Then, I was disconnected. No help, no resolution to the problem.

They are getting much better with courtesy and wait times. A big improvement from years past. They were expedient and reliable with good costumer service.

Great Staff I really like the environment. Great place to visit.

Its a joke. The call drops after being on hold for over a 1/2 hour or more. If youve never been to a location, you cant book yourself online. You have to speak to someone. Oh dont select the option to get a callback because that action never happens. That stupid form that have to be filled out annually for transportation service is annoying.

If i could give it zero stars i would. Its awful.

Allows me transportation through my health insurance

It makes no sense to have to submit form after form to travel between Burroughs.

Safe and efficient transportation for medical appointments

I am always left on hold for hour then hung up on

Nothing on shelves low on stock for regular items

Very polite and respectful

Drivers very professional and courteous

Excellent food, beautiful ambience, wonderful service. Most of all The food was fresh, properly prepared and a great value for the price. We highly recommend it. Special Thanks to the owner who made it all a cozy experience for us..

😍

I use medical answering service often. I use the phone method bc i have difficulty reading computer screens. Often am on hold for long periods of time & often get kicked out, having to start over. The tapes used are old & unpleasant to listen to. Once I get to an agent they are usually pleasant & my trips are arranged quickly . Ive had a problem, though, since August which no one seems to be able to.fix .First i was informed on . Aug 31 that form 2015 expired aug 30. So we filed & refiled for no avail. I kept being told by a supervisor it was still in review & hed send an urgent email to the board This last week i kept hearing we cant locate that file, transfered to supervisor, told 2015 stlill in review - email blah blah blah last week got angry, asked to speak to his supervisor. Got very nervous, stammered something about many VPs. Told him I didnt care who, just somebody. Gave me a bogus # not even part of MAS. Ive been canceling appointments. NO MORE! I n have been sent to medicaid & my insurance company who say everything is in order. Im fed up. If i.had an alternative id take it immediately but you guys are the only one. Once again big corporations, & govt agencies get to.stomp the little guy. Happy? Have a blessed Thanksgiving.

No issues love the app

I never get a answer to schedule my medical appointments

The Website is much better,my only other suggestion would be to go back to the 1 day in advance was working much better,than reverting back to the old way of 3 days in advance did not make the customers happy then,1 day in advance the customers were happier & is more profitable for everyone concerned .

Very professional and they handle any issue

They gave definitely improved their services..a pleasure to talk with them now not having to wait half an hour only to be transferred and wait another half hour since you can do most of your business through their website now..

They wont even take me to my Drs like theyre supposed to, found out why, its not their fault, it was the clinics, they (the clinic) requested that they call in the trips instead of letting you do it yourself, but when you ask them to call it in they act like they dont hear you so it is not MASs fault. Needless to say, Ive switched clinics. I have extreme mobility issues of my upper and lower extremities due to using a walker for over 12 years. I CANT TAKE PUBLIC TRANSPORTATION!!!

Sometimes its difficult to reach a live person, but the automated system does help, especially when making new appointments to previous addresses.

Long wait time and hang up when trying to schedule rides for members

I been trying to schedule ride for my doctor appointment ahead of time just keep getting place on hold for long time durations 30mins or when asked if would like call back I push for call back leave information and never receive the call back. I call back to repeat the same cycle !! Very frustrating I’m about to miss my appointment!

Very good

Good service to use

Very fast response to address problem with my account.

Website not so user friendly (for me) but is faster than waiting on hold

Was hung up on 6 times

Difficult to reach. Contact your politicians, NYS State Representatives, & ask them why the contract was given to this company. Very bad limited hours to contact via phone or internet. Who ever heard of a website only being available during daytime work hours. The point of the internet is access at least after phone day hours. Real unprofessional.

Awesome service. You need to research taxi services in your area and ask if they do med cab runs so you know one to use when using MAS because one lady said I dont know taxi services in your area so I cant tell you the names of places available to put into our search engineThey will end up picking you a medical transportation company that wont show up. That taxi company may even call to confirm and then not show up and then their phone off. This has happened to me twice. Now, I stick with a certain company that I know is semi local and wants the business. NOT strictly a medical transport company!That being said, once you get use to this service, its a breeze to use.

No help at all

It was ok they get the job done but I have to call 5 or 6 times before I get an answer

Didnt achieve anything

This is like the most convenient place for disabled and elderly with a Medicaid. If you are tired of those medical cabs that lets ppl know that youre a patient, or dont like riding with ppl this is the place... However..... There are certain cab services that shall not be working for this company, and also some of the representatives are bitter in the morning. I hate you must schedule 3 days before appointment... Like sometimes emergency occurs.Another thing if you are a Medicaid enrollee you are not allowed to schedule on weekends... This is just Ughhh[irritating] if you have an appointment made for Monday and is a Friday.. You have to push your appointments according to these laws catered to the company... If you need a covid test for clearance on a surgery or anything...NO TRANSPORTATION... THATS THEIR RULES SO YOU HAVE TO KNOW YOUR WAY AROUND.....BUT I DO RECOMMEND

AWESOME, Thank YOU SO VERY MUCH!!!!

Do not call this service unless you enjoy waiting on hold only to be hung up on after waiting ten minutes and then have to call them back only to have the same thing happen again. And they are usually very rude and not helpful. Like I get it. I worked at a call center too and yeah it wasnt the best job in the world but I didnt take all my frustration out on other people and still I tried to be as helpful as possible. If you dont have the correct paperwork on file, and God forbid you ask them for any information about it, they will just refer you to the website or you PCP.Thank God I figured out how to use their website. Once I got on there, I had no problems bookings rides at all.

I miss appointment and been late to appointmentI call they say your all set and when you call cab service your information for the trip is not thereWho do I call to complain it sucks and Iam upset

They don’t even answer their phones.

Im not sure what to say. Th he woman who answered my call was helpful. I did not schedule my trip through her though. I went online and did it on the website.

They is all of that and then some

Amy at MAS was extremely helpful

Great establishment, great Doctors.I came on a day with plenty of patients and you can notice how well and efficiently they handle the crowd!🤓

The website is really user friendly. Geeat design. Forms are easy to find and setting up an account is simple.

This is not a restaurant, and some of these reports are made by the companies workers. That is definitely a conflict of interest however Google lets it happen. Every time I have called I have always had an issue with being able to connect with anyone, I get hung up on, my hold times vary between 45 minutes and 3 hours.I have been using this service for years and before the government took over the business it has gone the way of the government and has little to no respect for the person on the other side of the phone. At least we can get rid of bad representatives in our government yet we have no choice with this company we are forced into using them even though more often than not its all but impossible to get hold of someone and when you finally do reach a human. Then youll have a 1 in a million chance that they are courteous and yet there is nothing in this position that says that they dont have to do their job. Trying to tell me that a doctor must comply with them or find a new doctor. NO doctors never signed up to deal with a transportation vendor, thats not their job. Stop trying to pass the buck and do your job ohhh and answer your phones.

Constantly messing up my info or saying I am ineligible when I KNOW I am eligible. Some times they do not even contact the transportation company I use. For the last 3 months I have been having issues. Now I cannot even get onto the website to schedule rides. I have had nothing but issues. And 99 percent of the people I talk to have no idea what they are doing, nor do the floor supervisors they are always transferring me to. I am grateful for the rides and being able to use the same taxi service every time, but as for the answering and scheduling service (MAS), they are awful!!

Unbelievably the worst services ever! lve been calling all week to book my rides. Signed up for a call back and NO ONE has returned my calls! This Is The best part, I WAS able to book my rides online and now I cant! Its displaying to CALL for appts!!!! I can not wait to be independent again because this has to be one of the worst experiences a disabled person can go threw. Words cant describe HOW I feel that I have to depend on MEDICAID to help you or anybody else!.. The more you try to better yourself so you can be independent again and healthy the more services like MAS TRANSPORTATION PUSHES YOU back. Lord please help me to stay sane!.. I cant wait for this nightmare be OVER!!!

They do not care about you, they are all there for a paycheck. Everytime I have talked with someone from the company they have been absolutely rude, no, ignorant. They seem to not communicate with anybody in their own company and lie to their clients. I have been told several times that I have been opt out with my PPO and they keep giving me the run around. Nobody seems to know anything there and everytime yu talk to someone there the only thing they tell you is your paperwork has been sent to your preffered company which is a lie because Ive been in contact with my preffered company. They lie and dont care how long it takes to get your stuff fixed. My opinion they care nothing about you unless they can get a pay check out of you.

Language barrier, to many people with different answers, quickly hangs up. A hot mess

They pick me up a lil to early but are on time and get me to where I have to be .

I can make a reservation fast without waiting for a Representative to help me

Most of the customer service representatives are unprofessional and rude. Thete have beena few pleasant and professional reps. Unfortunately patients, like myself, are forced to deal with them because we need our transportation to our medical appointments.

Booked the ambulance for 12 pm today through their website. Havent heard from them so far and no ambulance yet.booked an appointment through their website. No sign of ambulance or phone call yet.

Horrible

Very helpful

Calls dropped with no reason, tried using automated off hours line get transferred to live person who tells me to use the automated system.

Is a great website I always rely on it for my personal health concerns, saves me time at the doctors office :)

Theres been bad then good, took me a long time to be accepted for ridesAfter several applications from Doctors, then saying its illegible when I could read it.Finally with intervention, I got it done.Took about 3 months.Now all is fine.