DO NOT USE THIS COMPANY. INCOMPETENT. YELLING RUDE MANAGER AND STAFF. CAUSING ANXIETY AND STRESS TO SENIOR CLIENTS.
This is long and detailed, because this story needs to be told. I'm personally sick to death of service companies acting as though they can say anything to anyone without repercussions. How I was treated was not warranted. No-one should be treated the way I was.
Today is the beginning of me actually using Yelp to make vendor-service decisions. I've used it only casually in the past. But if I'd used it for WellNet, I would have saved a lot of grief. More than one low review here said exactly what I found to be true. I've used them 2.5 times.
When signing up, I was desperate for service with a company who really understands how to run a business. The previous med transport company i'd been using went out of business, and I continually need services for my 97 yr old mom. So when I spoke with Doug on the phone, I thought I'd found competent, professional service. Wrong.
First trip went OK. It was a bit clumsy; nothing serious; made space for "first time".
Second time, was for my mom's surgery. The driver showed up at my mom's residence and said he could not transport her without payment first, and just left. No phone call. Nothing. I only learned of it--on my way to hospital to meet mom--because mom's caretaker called me. Doug and I had established that I would pay each time at the end of trips home. Driver had NOT been given proper instructions by management=Doug. But there was no system for a driver to call in a problem like this and try to resolve instead of just walking away from the client without any outreach??? This was a major issue. This eye surgery was a huge deal, something that, for a 97 year old patient, took an incredible amount of finesse to coordinate, along with getting my very nervous mom ready for it. When calling in, I got recordings, then I got a very hostile, curt woman who kept throwing me on hold, then she passed me disgustedly to Doug who was not understanding the moment--at all. I was watching my mom's critical eye surgery appt going down the drain. Not easy to reschedule within the Kaiser system!! He friggin never said the word "sorry". It was all about how busy things were, etc. Made me feel like I was out of line to even be the slightest bit miffed. But Doug managed to get the driver there and get her to hospital, a half hour late. It was only stupid luck that Kaiser was running a little behind too. The driver who came to take her back home was very nice and professional, so I --again--thought to myself, "get over yourself", things happen. And gave them a third chance. Yesterday. Again for a mom appt.
They were to pick her up at 3:00. At 3:12, I got a call from mom's caretaker. No transportation. Called in. Same thing. Recordings, rude woman, she sighed heavily and put me on hold; then Doug picks up. Yes, I was upset. But all I said was "what happened, my mom was to be picked up at 3 and no one came...". He yelled at me. Yelled. Said I had no idea how busy he was, how the phones were ringing off the hook, how everything was going wrong, how drivers were sick/absent, etc., that they were having yet another terrible day. Somewhere in there, I asked "without even calling me?...if you knew things were bad, why didn't you call me ... may have been able to do something about the appt timing with Kaiser." He nearly screamed at me ... I couldn't even understand him. Then hung up on me. I called back and asked "did you really hang up on me?" He said "yes, you interrupted me". I said "yes, because you were carrying on about your day, and I was trying to get my mom to a doctor appt, ... was looking to you to resolve this." His answer? "There you go again, interrupting me. I'm going to hang up on you again." To which I said goodbye--and had to calm down mom because of the unsteadiness this caused. Of course, we missed the appt.
Really really sick of this. Vendors are holding people hostage. If you DARE say something about poor service, they hang up. Apparently business is real good. They act any way they want to act. Can't wait to see how he tries to defend himself. Sorry Doug, the other low reviews from people saying the same thing are telling the truth. Doug, you'd do better to try to understand the population you are attempting to serve.
As the other reviewers point out, DO NOT USE THIS COMPANY IF YOU WANT TO PROTECT YOUR SENIOR LOVED ONE'S HEALTH AND WELL BEING. This kind of thing is SO hard on seniors. Their world gets smaller and each thing like this is very difficult for them. These situations raise seniors' blood pressure, mess with blood sugar, create fear and anxiety, generally make them feel unstable. And instability in these older years can lead to illness. Doug, you are negatively affecting the very people you claim to want to help. read more