1Is service only available for medical appointments or can I use it to get to a family gathering?
You are welcome to use our service for any medical,personal or business reasons.
2What forms of payment do you accept?
For passengers / families that are paying out-of-pocket, we accept Visa, Mastercard, American Express and Discover. For corporate clients, we will set-up an account and invoice your organization monthly.
3Can you bill insurance, Medicaid or Medicare?
We do not direct bill insurance companies unless we have advance authorization to do so. Examples include situations such as trusts and workers compensation, check with your case manager or insurance representative. For most cases, this would be an out-of-pocket expense billable to the patient’s credit card or invoiced to organization or facility that will pay the cost of transportation.
No, we are not a Medicaid provider. We maintain a high standard of service that is not achievable through the funds allowed through state reimbursement.
Generally, Medicare Part A and B do not cover non-emergency transportation. However, plans do change so you should check with your provider regarding reimbursement. When booking your reservation with us, it will be an out-of-pocket expense for you or the organization paying for your transportation.
4Can you bring me down the stairs?
Our drivers will meet you at the front door of your home or in the lobby of the building and assist you into the vehicle. If you are ambulatory (able to walk) or a wheelchair user, our drivers can help navigate up to three outside stairs if needed. Please note that a family member or caregiver will have the primary responsibility for getting the patient up or down the stairs, and the driver may assist but in a secondary role. Unfortunately, we cannot assist if there are more than three stairs, but we would be happy to refer you to companies that specialize in the rental or purchase of ramps or elevator equipment. Often patients call upon the fire department to bring them up/down stairs and we then provide the wheelchair transportation to your destination.
5What are your geographic boundaries?
Generally, trips either start or end in the metropolitan area. However, we do provide long distance wheelchair accessible transportation to any location. Fees may vary outside the primary service area.
6What is your cancellation policy?
Our standard cancellation deadline is 6:00pm the night before. (Policy varies on the holidays.) Cancellations after this deadline will incur a “no-show” fee, which is the equivalent of what the one-way fare would have been. (Fees may vary.)
7What types of mobility devices can you accommodate?
We can accommodate wheelchairs, scootersand walkers. There is an additional fee for bariatric chairs (more than 30” wide),and you must and provide the exact width to place your reservation.
All our vehicles are accessible with ramps or lifts and proper securement apparatus so you can remain in your chair. For people that are ambulating with a walker, you will find it easy to get into a vehicle.
8How far in advance do I need to place my reservation?
Reservations can be placed as far in advance as you like and we suggest at least one day’s notice. The farther in advance you place the reservation the more likely you are it will be to get your requested time slots. However, based on availability we are happy provide same-day transportation.
9Do drivers receive special training?
Yes, our core business is the transportation of individuals with physical or cognitive challenges. Drivers are trained to handle the specific securement of mobility devices and interacting with special needs individuals, including those with dementia. Unlike a taxi, rideshare or public transportation, you have skilled professionals that will make sure the passenger is escorted door-through-door. Further, we will not make any additional stops and will only pickup and drop off at the addresses provided at the time of the reservation.We are a team of professionals dedicated to helping people that require personal assistance.
10Can someone ride with me?
Yes, passengers are welcome to bring 1-2 additional people. There is no fee for one aide, but a small fee will apply for a second companion. More than 2 additional people would be a group ride, please contact our office for more information.
11Can passengers ride alone or is a companion required?
A passenger can travel alone as long if the person placing the reservation has determined it is medically safe for them to do so. If they cannot operate their mobility device independently or have cognitive challenges, we suggest that an escort ride along or meet at the destination.
12What are your hours of operation?
Transportation is available 24/7/365. Reservations can be placed via our website round-the-clock. Office staff is generally available to answer questions and take phone reservations between 7:00am to 7:00pm.