This is regarding my clients transportation confirmed by MidCumberland. This is an overvall summary of how experiences regarding cancelations and poor communication effects them making appointments or getting picked up on time. The worst experience ever by far. You'd think it'd be as simple as 1. schedule 2. Ride confirmed 3. Passenger contacted 4. Ride completed. It is NEVER that simple. I've had over 5+ rides canceled the day of or before an appointment. Rides will give windows of pickup times and never be there within the window. Rides will hardly ever if ever, contact me saying they are on the way let alone they have arrived. I was out of bed and outside of my bedroom waiting for a ride yesterday on 3/10 at 7am for a 9am appointment. At 9:05 my ride had never contacted me nor my caregivers stating they were there or on the way. Not a call. I called TennCarriers at 905 am and the rep could not even get in touch with the ride provider. He had no luck in getting in touch with them. I spent over 20 minutes waiting for them to get in contact but that did not happen and I had to reschedule my appointment and was told I needed to reschedule greater than 24 hrs before my appointment and I will accrue potential cancelation charges. The tenncarriers rep mentioned no word from the transportation provider. I requested to speak with a supervisor due to back to back trip cancelations and poor provider communication. I have the same provider confirming my rides for today 3/11 so I requested confirmation that this ride would be successful. No word from anyone. Today on 3/11 I called TennCarriers and was told that my ride from the day before came at 745am. I said that was not the case as I was up and prepared and no one contacted me or my caregivers. My ring doorbell didn't even pick up a driver around that time. No one had attempted to contact me. All tenncarriers could tell me is how frustrating that sounded. I asked if they can contact the ride today and ensure it would be successful. I was told that the ride should be there at 945a. I stated how this may be the case on "paper" but I'd like literal contact to be made to the driver and to make a request that an actual attempt is made to contact me prior to 'leaving' my home if they were to make it there. A 'request' to do so was put in. That wasn't acceptable to me since this appointment was important for me to make and I had to cancel the same one last week on 3/4/25 due to same day ride cancelation. I asked for the transport provider contact information which the rep could not give to me. I had to google it instead and reached out and explained all of the above to the provider. They stated they spoke with the driver and gave an ETA. They stated the driver would contact me and I took heed. The provider says its best practice to do what I did and contact providers after getting rides confirmed through Tenncarriers due to poor coordination and to better ensure my ride for myself. Why is TennCarriers the middle man then? I ask myself. Ride cancelations on the same day are unacceptable and unprofessional. These are medical appointments and these add strains to my personal medical care. I have no choice but to continue using my insurance provided transportation services but I will remain vocal in these frustrations in hopes something will change and make for better transportation services in the future.