8/28/23 I would like to file a grievance against my Care partner Philomena Ngure and CTS. I missed my colonoscopy appointment this morning because CTS failed to pick me up and failed to call and notify me. I took me 8 MONTHS to get this appointment, I called to schedule a ride and companion 1 MONTH AGO. I left several messages with my Care manager Philomena NGure and never received a call back. If she does, she never leaves a message, I have voicemail. I called client services several times myself the past week to confirm, myself, it was supposed to have been all set. For some reason Philomena scheduled 2 different services, CTS for transportation and Epoch for a companion. My appointment was for 7:45 am at Beth Israel, I started calling CTS at 7:30 am only to get there answering service. I called the Hospital at 8:00 to cancel the appointment and found that Epoch representative was there!!! Why she didn't use them for both pickup and companion service is beyond me. When I finally got a hold of a live person at CTS the I was told "that they were unable to provide service for me" Her exact words. I have requested a new care manager and was told it is under review and may take 30 days. I missed a very important test today, I can't wait 30 days and I absolutely refuse to deal with Philomena Ngure. I can't change your internal policies but I can find another carrier and report this to the ombudsman and the State Insurance commissioner. And if you think I'm paying for this missed appointment or for another prescription for Sutabs you've lost your mind. This is bordering on medical malpractice, these tests are very important for people my age, I don't see why it takes 30 days to have a new Care Manager assigned and I am not going to do anything until I have a new one or change carriers. This was a very simple but important test and CCA FAILED.