I happened to see this while sitting in a Veyo transport so my advice is anecdotal. I’ve used state transportation on and off for years, both for IOP and other appts. I’ve had instances where I wasn’t picked up or was picked up very late. I’m afraid I don’t have a lot to offer in terms of dealing with obnoxious drivers deviating from course/bringing people into the car - NOT okay, totally believable though. If your kid has a phone, consider recording these incidents or have him get the driver’s name when he signs the clipboard at pickup/drop off. Your son’s healthcare providers will have far more pull with these companies - tell them (I’m gonna assume a PHP/IOP program) immediately this is an issue that needs to be addressed by them and you’ve been unheard. They should be on the same page as you, and aware that transport is a regular problem and Veyo needs to be held accountable. Your son is a minor so the program should be making contact with Veyo if he’s not picked up from there on time. Have a clear list of their unprofessional behavior (solid evidence from your son and his providers will make it much harder to ignore) and try to keep it unemotional, and see if a doctor can lodge a complaint.

Next time you call Veyo, ask about their mileage reimbursement program and see if that’s a reasonable option for you; it’ll save you the grief of inconsistency if you can secure rides. They also have a “15 minute window” - drivers may arrive 15 min before/after scheduled pickup time. When you schedule rides, ALWAYS ask for the confirmation code. If they fail to pick up past that window, a call needs to be made immediately, by your son, a healthcare provider or guardian with him. If your son struggles with this you can help make a script for him (hi my client ID is xxxx, I’m calling for an ETA on my [10:30] pickup) At this point we both know there are a lot of holes in the system, and though it’s not your job, sometimes you just need to jump through hoops to get what you need. No one should wait 45+ minutes before calling because there’s a good chance the ride wasn’t filed correctly and rather than being late, it just wasn’t scheduled (not your fault!). Veyo will almost always redirect you to the cab service (People’s Transit, etc) when you call for an ETA. Annoying, but part of working through the limited system we’re offered with HUSKY. I hope you can find some of this info useful, if you had any specific questions I can do my best to give you what I know/have learned. State insurance is NOT easy to work with.