Our Transportation Issue

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I called MTM (our local free ride for people on Medicaid going to medical appointments) on 1/7/2026 and complained because drivers were coming at the wrong time. My daughter has been getting physical therapy once a week and her appointment is at 3:45p. (I have been setting up transportation for her and my grandson for about 10 years now) I give them the time of the appointment and allow an hour then for the pick-up and return ride. I request each time that the transport company that is really good and we have always had good interactions with be the one who picks her up. Once in a while we get them, usually we get Lyft. They text me with times they will be coming. They text 'about 2:39p.' Okay. It's up to them. So my daughter has to wait outside for an hour to be sure and be out there in time. Plus, on one occasion the driver cancelled the ride. Never showed up as far as she knew. And, if you try to call them they don't answer. The driver can't answer while they are driving and the place (Lyft) never answers. Then I hurried and called Uber who gets here in 2 minutes and got her there on time. I did this rather than call MTM and have them dispatch another Lyft which would have taken forever. And my big beef with them was that they were coming to pick my daughter up for the return ride home at 3:45p. which was the time of her appointment. She wouldn't be done and ready to go home until 4:45p. What good does having a driver come at 3:45p.? This makes absolutely no sense to me at all. And I have since learned that Lyft can come to pick someone up anytime within an hour of the actual appointment. So, what good does that do? If my daughter is inside at her appointment and they come an hour early to pick her up? That is wasting the driver's time cause it's an automatic cancellation. It reads on their end as her not being out there on time. And we had an issue with the driver cancelling (the only way we knew was by a text) a ride to her appointment for no reason given. Had he come an hour early too? When I was giving my complaint to the woman I guess she thought I meant that the cancellation by the driver had happened that same day. I had even stated 'oh, and this happened once too' and I thought she understood it was a different time. But in the letter back to us it says that there had not been any such cancellation on 1/7. I don't think she had been listening and she had sort of an attitude anyway. It's so screwy. I wish we got other drivers besides Lyft most of the time. I think that perhaps some companies have quit working for them. Why else would it be Lyft every time? I set the appointments up a month in advance. We don't drive. I quit driving in about 2014 or so. The kids don't drive. We don't have any family here that could drive them. Before Lyft entered the picture, we had a good experience but now it has gotten iffy at best. Woe is me. I am just ranting. Sorry to make this so long.