Voyago Medical Transportation- Etobicoke Base - Etobicoke, Ontario

Sharon W.

I have given Voyago a 2 star rating due to false information provided when I booked a return trip with an undetermined time for return, the excessive delay for a crew to arrive for my trip home and the need for repeated contact with customer service until they very satisfactorily provided a full refund for the return trip.

The crews that transported me to and from my medical appointment were courteous, competent and arrived on time for the trip there. As well, after a few phone calls over 7 days, a customer service supervisor did address my complaint and issued the full refund for the return trip, including waiting time.

That was a satisfactory response however Voyago must change the information they provide customers when booking transport to indicate that the wait time can be significantly longer than 15 minutes to 1 hour. Had I known that I would have continued looking for a different patient transport company.

Here are the details.

On July 4, 2025 I booked a return trip for July 7, 2025 from my home to Mt. Sinai Hospital Fracture Clinic. The trip there worked great. The competent crew arrived at my home on time, and I arrived at the hospital on time.

The return trip was a nightmare. Since I didn't know when I'd be done at the clinic (and Voyago charges for waiting time are very expensive) the Voyago representative on the phone recommended that I book a return trip with an indeterminate time. I was clearly told that this was a good strategy because I’d be placed at the top of the dispatch list and a crew would arrive within 15 minutes to an hour of my call. This is not what happened. When I called Voyago, I was told the wait would be 4.5 hours! Totally unacceptable but I had paid in advance so would have lost over $160 if I cancelled.

Not only did it take almost 5 hours for the crew to arrive but they then charged for waiting time because they went to the wrong location in the hospital to pick me up even though we had informed them of our new location more than 2 hours before.

When I first called to complain, I confirmed with the Voyago representative who answered the call that the information about the return trip within 15 minutes to an hour was correct, although this person said it might take up to 2 hours. In truth this appears to be a sales pitch that Voyago is not able to meet. After a few phone calls, 7 days later I was connected to a customer service supervisor. She rightfully offered an apology for the incorrect information and promised to look into issuing a refund. She told me that Voyago cannot always meet that timeframe.

Despite receiving the apology and refund I would not use Voyago again as the extra waiting time resulted in excess drainage from the incision and the need to find someone who could examine and apply new dressing that evening. There’s no adequate compensation for that stress!

Barb G.

I would not recommend Voyago Patient Transfer. I called today to arrange a transfer of my Dad from the hospital to his home. The person who answered my call was extremely rude and not helpful at all. There was no way I would ever trust them with handling my frail dad.
I call another patient transport company and was more than happy with their customer service and the two guys who brought my dad home.

Samuel L.

I am reporting that drivers from this company have exhibited numerous unsafe driving maneuvers, jeopardizing the safety of other motorists, pedestrians, and cyclists. This was recently observed on University Avenue in Toronto, near Mount Sinai Hospital. If you have loved ones who require transportation services from this company, I strongly urge you to advise them to consider alternative transportation options if you want to arrive to your destination alive.

Nelson F.

I booked this sorry excuse for a company on March 26 to transport my father from his long term care home to his appointment at the hospital which is no more that 15 minutes away. I gave them specific instructions that my dad had two appointments that day and asked if they could stay and wait at the first appointment as it was only going to be about 15 minutes and then if they can wheel the stretcher over to his second appointment at the same hospital, just in a different area. I agreed to pay the $2 per minute after the initial 15 minutes free. Everything was set. I set up an appointment to pick him up from the home at 8:30am and drop him off for his first appointment, wait for him, wheel him over to his second appointment then leave. I paid for a second crew to pick him up after his second appointment as this one would take a while longer. This was all agreed upon when I booked. The day of the appointment, I get a call from the transport crew saying that they were running a little late due to traffic. I had built in an hour of extra time so I figured no big deal. They ended up being almost 1 hour late with no follow up call! The nurses at the home spoke with them to confirm that they were going to wait for him and wheel him to his second appointment and they refused saying they would not. I then had to call Voyago again to clarify what was going on. Every time you call them, you are on hold for an average of about 20 minutes! The operator looked into it, spoke with dispatch who confirmed that the crew was to wait and take him to his second appointment. They assured me they had cleared everything up. Arrangements had to made with the hospital as he was now about an hour and a half late!

About an hour later, I get a call from the clinic at the hospital telling me that the crew refused to wait for him again and left!!! Again I had to get on the phone with Voyago! Again waiting on hold for 20 minutes! Explained what was going on and my frustration. I asked to speak with a manager. They took my information and assured me that a manager would call me back to discuss what happened. As I type this, Today is March 31st and no call or email!

Today I get an email from Voyago with my receipt for the transport last week. I was floored and super pissed off that they had the nerve to charge a waiting fee of 45 minutes which was just over $80!!! Incredible! They refused to wait and to top it all off, they were almost an hour late to pick him up! They never waited!!!

Do yourself a favor and do not use this company. They are terrible. I booked them because my father required a move with a bed in an ambulance and this company looked like they fit the bill but they are terrible. Don't trust your oved ones to be in the care of a company that doesn't care and overcharge you for services that they did not provide.

Try other companies such as Transhelp or others but not these guys. Their website looks great and all the listed services look perfect but looks are deceiving.

The one star rating is the only thing I could select. My experience with these guys was -10 stars. Go elsewhere. Not Voyago.

Corey D.

Watched as one of the Voyago Trillium shuttle buses blocked the back doors to an ambulance as they were trying to load in a cardiac patient on a heart monitor.. it’s pretty disgusting to watch a bus block the doors of an ambo like that…

A S.

Vince and John transported our Dad from the hospital to home, and they were nothing but courteous and careful throughout the entire process. Their professionalism and kindness really put us at ease during a stressful time. We’re very grateful for their service!

Bree C.

Only 1 because I can't give zero. People on the phone don't know anything and gave us false information which cost us (and my ailing father) a lot of time in a BAD situation. They also made another error on the reservation. Not to mention the hold times of roughly an hour each time. Truly pathetic. They are incompetent, and frankly they don't care, which may even be the worst part.

Patricia G.

Customer service representative who handled my questions about the services and fees responded to me in a rude manner and even interrupted while i was still speaking . Also My mother is disabled and unable to walk and for the same reason I hired the services to transport her from the hospital to her house . The workers were expecting my mother to walk and climb to the bed . No compasion whatsoever . I would not recommend the company if you are looking for professional customer service and compassionate care to our seniors