MARYVILLE, Tenn. — For three decades, Tennessee Carriers has provided non-emergency medical transportation to TennCare recipients, ensuring that those in need can access vital healthcare appointments. However, one disabled Maryville woman’s experience highlights growing concerns over the company’s reliability.
Cindy Scott, who relies on Tennessee Carriers for transportation to her medical appointments, says the service has been anything but dependable. Scott, who suffered a stroke 17 years ago, uses a walker and is unable to drive. As a TennCare beneficiary, she has turned to the non-emergency transportation service to travel to and from her doctor’s office.
For months, Scott has faced issues with Tennessee Carriers, often finding herself waiting for rides that either don’t arrive or are canceled at the last minute. Despite her efforts to be prepared—arriving an hour and a half early for each scheduled pickup—Scott has missed six of her last nine appointments.
“I make sure I am out here and ready an hour and a half before appointment time,” Scott said. “But more often than not, I end up waiting, and the ride doesn’t show up. I’ve even had to call to check, only to be told that my ride is still on schedule, only for it to be too late to make it to my doctor.”
Tennessee Carriers, which provides rides through a network of drivers, including Uber, Lyft, and ETHRA vehicles, is responsible for arranging transportation for people like Scott who rely on TennCare for healthcare coverage. For Scott, the unpredictability of her rides has become a source of immense stress.
While Scott acknowledges that the drivers themselves are not at fault for delays, she points to issues with the dispatch service as the primary cause of her frustration.
“It’s not the driver’s fault,” Scott emphasized. “It’s Tennessee Carriers. They’re the ones who are not providing the service they promised.”
Despite her efforts to reach out to the company, Scott says there is a lack of communication and follow-up. Although she confirms her appointments well in advance, she often receives no updates if there are issues with her scheduled ride, leaving her without any options for alternative transportation.
Tennessee Carriers, in its commitment to quality service, invites feedback from users on its website, stating, “If you have had an experience with Tennessee Carriers, we want to hear about it.” However, Scott’s ongoing struggles paint a different picture, one of a service that is falling short of expectations for those who depend on it the most.
As Tennessee Carriers faces increasing scrutiny from riders like Scott, it remains to be seen whether the company will address these concerns and improve its reliability. For now, Scott’s frustration continues, and her health appointments hang in the balance.
