Subject: Medical Mileage Reimbursement Issues
Dear [Recipient],
I am writing to address persistent issues with MTM transportation services and their repeated failure to fulfill contractual obligations related to mileage reimbursement. MTM currently requires clients to schedule medical appointments within a specific timeframe to qualify for reimbursement, with their customer service team responsible for recording these trips. Unfortunately, this process has been riddled with errors, inefficiencies, and a lack of accountability.
Clients are also required to complete mileage logs, have them signed by their doctors, and submit them via email. However, MTM does not provide clients access to its system to verify that their appointments are logged accurately. This lack of transparency creates unnecessary challenges for users who depend on this vital service.
As of May 8, 2025, I have reported multiple errors to MTM’s escalation department. For example, on March 14, 2025, I called to report over 20 appointments. Nine were denied due to the “five-day advance notice” requirement, while I was assured that the remaining 11 were documented correctly. Later, on March 23, 2025, after my grandson was discharged from the hospital, I scheduled follow-up appointments. Of those, six were denied for the same reason, and I was again assured the others were correctly logged. However, based on prior experience, the assurances were unconvincing—an issue that was validated again on May 8, 2025.
On May 6, 2025, I spent nearly an hour on the phone providing detailed information for seven appointments scheduled between May 13 and July 31, 2025. This included appointment types, times, doctor office addresses, and details regarding round-trip or one-way travel. Yet, when I called back on May 8, 2025, I discovered that mileage reimbursements were once again denied due to appointments not being entered correctly into their system, despite my thorough prior efforts.
After escalating the issue to a supervisor, I was told that four of the seven appointments were missing due to “human error.” This reflects a 58% failure rate—a shocking statistic for a service that so many clients rely on to reimburse friends or family members who generously provide transportation to critical medical appointments.
MTM receives taxpayer funding to provide these services through Medicaid and Medicare programs. However, instead of acknowledging and addressing their failures, they place additional burdens on clients by forcing them to appeal denied reimbursements with their insurance companies. This adds insult to injury for individuals already navigating significant challenges.
Between February 14 and April 4, 2025, I received over 50 automated appointment reminders from MTM for scheduled trips. Despite this, MTM claims several appointments were either missing from their system or canceled due to “human error.” They attempted to attribute these errors to me, but my phone records prove otherwise. Since December 9, 2024, I have contacted MTM only four times to schedule trips for reimbursement. These errors are entirely the result of MTM’s inability to accurately record and manage client information.
Below is a summary of my appointments:
- 12/10/2024: OT, Ft Myers, FL | Ortho, Ft Myers, FL
- 12/11/2024: Pediatrics, Sarasota, FL
- 12/18/2024: Audiology, Ft Myers, FL
- 12/30/2024: GI, Ft Myers, FL
- 12/31/2024: Physical Therapy, Sarasota, FL
- 1/2/2025: Pediatrics, Sarasota, FL
- 1/4/2025: Physical Therapy, Sarasota, FL
- 1/8/2025: Braces, Ft Myers, FL
- 1/9/2025: Endocrinology, Bradenton, FL
- 1/13/2025: Feeding Test, St. Petersburg, FL
- 1/14/2025: Wheelchair Clinic, Ft Myers, FL
- 1/17/2025: MDA Clinic, St. Petersburg, FL
- 1/27/2025: ENT, Sarasota, FL
- 3/20/2025: Hospitalization, Ft Myers, FL (airlifted to John Hopkins ACH, St. Petersburg, FL)
- 4/4/2025: MDA Clinic, St. Petersburg, FL
Out of 43 appointments, mileage reimbursement was approved for only 11. This is unacceptable for a service designed to assist clients with critical medical transportation needs.
I respectfully request the following from MTM:
- Accountability for repeated failures to accurately record and schedule appointments.
- Improved communication and clarity on covered services to prevent misinformation.
- A review and approval of denied claims that were submitted in compliance with all requirements.
I also request immediate reimbursement for all denied, canceled, or unrecorded appointments for which mileage logs were submitted. My phone records and MTM’s automated logs confirm the validity of my claims and highlight systemic failures that have resulted in over 700 miles of unreimbursed travel, excluding those denied under the five-day advance policy, which does not even apply to the mileage reimbursement program. A fact I was informed of by the escalation supervisor on May 8, 2025, after over 5 months of being denied services for appointments scheduled as follow-ups after emergencies have occurred.
Additionally, MTM must ensure its staff is adequately trained to perform these duties with accuracy and accountability. It is unacceptable for clients to continuously suffer due to the company’s complacency and lack of attention to detail.
For the past three years, I have been forced to assist my daughter and grandson with navigating MTM’s services in both West Virginia and Florida. The issues I have outlined are not isolated incidents—they are systemic failures. MTM must either fulfill their contractual obligations or face penalties for the harm they continually cause to families and caregivers. Clients should not have to fight for services that are rightfully theirs under their insurance plans.
Should you require additional documentation, I am happy to provide phone records, mileage logs, and calendar details to support my claims. Do not hesitate to contact me with any questions or for further clarification.
Thank you for your attention to this matter.
Sincerely,
[Your Name]
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