This company was called 72 business hours (5 days ...

This company was called 72 business hours (5 days counting the weekend) in advance to schedule non-emergency transport for my mother to the hospital for a MRI. They had the details of the appointment, the house and transport needs listed, insurance coverage was approved, and a confirmation number for transportation was given to us. However, on the day of the appointment they still did not have any one scheduled, and an hour before they should have arrived for pick-up, we finally found out that they could not schedule anyone. Reaching someone to find out the status of the ride took a long time 15 minutes on hold the first time, 20 minutes on hold the second time, then more wait time after our call was transferred to the correct department to get an answer better than "we're working on it."
The local ambulance and transport company could have (and had in the past) handled this request without issue, but this third party vendor (required by insurance) gave us the run around of call centers and department transfers, and ultimately when it was too late to make other plans, the information that they couldn't actually provide the service. The operator did apologize for the "inconvenience" of missing a crucial diagnostic test that delayed a chain of future doctor appointments and possible treatment.