Getting Started
- General Information
  - What is Roundtrip?
  - Contact Us
  - How Can I Access Roundtrip?
  - Roundtrip Glossary
  - Getting Started - I’m a Dispatcher
  - Getting Started - I’m a Care Coordinator
- Roundtrip’s Offerings
  - Vehicle Types 101
  - Payer Types 101
- General Roundtrip Technical Support
  - How Can I Reset My Password?
  - I’m Unable to Login to Roundtrip
  - My Roundtrip Account is Blocked
I’m a Care Coordinator
- Accessing Roundtrip
  - Account Settings for Care Coordinators
  - Roundtrip Basics: How to Navigate the Roundtrip Portal
- Booking Transports
  - How to Book a Transport - The Basics
  - How to Book a Transport - Rideshare
  - How to Book a Transport - Taxis and Medical Sedans
  - How to Book a Transport - Wheelchair Vans
  - How to Book a Transport - Stretcher Vans and Ambulances
  - How to Search for or Add Riders in Roundtrip
  - I Can’t Book a Transport - My Rider is Flagged as “Inactive” or “Do Not Book”
  - Rideshare FAQs
  - Creating/Uploading PCS Forms
- Managing Scheduled Transports
  - I Booked a Rideshare Ride - What Happens Next?
  - I Booked a Non-Rideshare Ride - What Happens Next?
  - Overview of Ride Statuses
  - Overview of Authorization Statuses
  - Overview of Ride Notifications
  - Editing and Canceling Transports
  - Launching Will Call Transports
- Troubleshooting Ride Issues
  - Rideshare Issues
  - Complaint about a Transportation Company
  - Why Did My Patient’s Ride Cancel?
  - My Rider has a Lost or Damaged Item
  - What are Rideshare Missed Connections and How Can I Prevent Them?
  - Ride Fulfillment FAQs
- Technical Support
  - I'm Unable to Book, Edit, or View Rides
  - I’m Not Receiving Staff Ride Notifications
  - Why Can’t I Find My Rider’s Information in Roundtrip?
I’m a Transportation Partner
- Accessing Roundtrip
  - What Documentation Does Roundtrip Require for Credentialing?
  - Account Settings for Dispatchers
  - Updating Your Company’s Profile Settings
  - How to Add, Edit, and Remove Dispatcher Users
- Reviewing and Bidding on Rides
  - Reviewing Rides in Your Community
  - How to Submit ETAs and What Happens Next
  - I Submitted an ETA - Why Wasn’t My Company Awarded the Ride?
  - How to Manage Your Company’s Assigned Rides
  - Monitoring Rides in Roundtrip
  - Ride Notifications for Dispatchers
- Billing Support
  - How and When Rides are Paid
  - How Can I Enroll in Direct Deposit?
  - I Sent Roundtrip an Invoice - Why Hasn’t It Been Paid?
  - How Can I Access My Payment History or Trip Details File?
  - How Will I Determine Which Rides Were Included in My Roundtrip Payment?
  - How Can I Request a Cost Approval?
  - Ride(s) Missing from Payment
  - Cost Approval(s) Missing from Payment
  - Missing Payment for Ride(s) Not Completed after 60 Days
- Technical Support
  - I’m Not Receiving Dispatcher Notifications
  - How Can I Integrate My Company’s CAD with Roundtrip?
- Technical Documentation
  - How to Map a Traumasoft Integration
I’m a Rider
- FAQs for Roundtrip Riders
  - I Have Questions about Charges on My Credit Card
  - I’m Not Receiving Rider Notifications
  - I Need to Report a Lost or Damaged Item
  - When Will I Receive Notifications?
- Navigating Roundtrip’s Rider App
  - Account Settings for Riders
  - How to Reset Your Rider App Password
I’m a Admin Care Coordinator or Champion
- User Access
  - Managing User Access for Admin Users
- Roundtrip Configurations
  - Benefit Management
- Billing Support
  - Why is the Estimated Cost Different from the Actual Cost?
  - What are Additional Transportation Costs?
  - How Can I Access My Organization’s Invoices?
  - Configuring Facility Programs
  - Roundtrip Billing FAQs
- Technical Support
  - Venue Mapping Locations
- Technical Documentation
  - Identity Federation Integration Guide
  - How to Download and Transfer Files to Roundtrip Through SFTP
  - What Rider Data Points Does Roundtrip Collect and Share?
  - SFTP Eligibility File Guidelines
More

Complaint about a Transportation Company

Overview of troubleshooting a complaint about a ride/driver.

Last updated on April 15, 2024

While it is our goal for all riders to have a safe, comfortable ride, there unfortunately may be instances when a driver or transportation company does not meet expectations. In these cases, we encourage you or your rider to report such instances to Roundtrip for investigation

To file a complaint regarding a serious or urgent matter, you can call our 24/7 Navigation Center at (877) 396-8080. For all other ride complaints, please email our Support Team at rideqa@roundtriphealth.com with the Ride ID, name of the Transportation Company, and a description of the incident. Learn how to locate the Ride ID here.

Did this answer your question?

😞

😐

🤩

Rideshare Issues Why Did My Patient’s Ride Cancel?