I Did Lodge a Formal Complaint

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My kids get free transportation from a place called MTM non-ER. We are very thankful for this service since none of us drive. It's through their Medicaid. I set up their transportation and have been doing it for years. Recently I have been requesting Blue Bird Transportation who works with them because when they have a lot of business, they often will utilize Lyft. Lyft is terrible. Bluebird is wonderful but they get busy too. Here's what Lyft does: They have just up and cancelled a ride for no apparent reason and this has left us scrambling to get my daughter where she needed to go. Calling MTM and scheduling another ride is time consuming and has meant my daughter was late for a physical therapy appointment. There have also been other instances I won't list them all here. So, recently we have had an issue with them coming to pick her up for a return ride home at the wrong time. They seem to get the times mixed up. The appointment time is usually 3:45p. and I always set it up so that the return ride home is in one hour or at 4:45p. (Her session is for 45 minutes so it works out fine.) But instead of picking her up at that time (4:45p.) they pick her up at the time of her appointment. After this happened twice, I called MTM and made a formal complaint. Cancelling rides for no apparent reason and picking her up at the actual time of her appointment instead of when it was over just needed to be addressed. I think it was a communication problem. Whoever called and set up the Lyft ride was giving the wrong times. This didn't make the manager I talked to very happy and she tried to put it off on me. I asked her, "why is Blue Bird able to pick her for the return ride at the right time yet Lyft can't?" Loooonnnnnggg pause. I think she was confused. I guess they got it because today my daughter's texts about the Lyft ride had all the correct times including the return ride. So hopefully my daughter will make it home okay and we won't have to enlist Uber to get the job done. It pays to communicate things and make complaints when they are appropriate. We don't have to be nasty or get angry. Just communicate the likelihood of an issue and get to the other end of it. If everyone keeps their heads usually you can resolve an issue rather quickly and to the liking of both parties. I hate doing it and it doesn't happen very often, thank goodness, but when it is needed, I will do it.