A ride company's quote tells you one number. The service you actually get is decided by four or five things that do not show up on the quote: the vehicle, what the driver does at the door, how long the company waits, how it handles the return trip, and what happens when an appointment runs over. Compare companies on those points, not on the headline rate.

Local option: New Plan Care gives families in the St. Louis area in-home help so a parent can stay home: companionship, help with bathing and dressing, meals, and overnight care. Call (314) 405-0887.

The vehicle

Ask what kind of vehicle they send for a wheelchair passenger. Ask whether it has a ramp or a lift, how the chair is secured, and whether there is room for the chair plus one companion. Ask whether the vehicle is the same one every time or a rotating fleet. If she transfers from a bed or a chair, ask whether the driver expects her to transfer or whether a seat-to-seat setup is available.

The driver at the door

Ask what the driver does and does not do. Will the driver bring the chair to the door, help her into the vehicle, and wait until she is seated? Will the driver help at the other end? Some companies help only up to the curb, and some will not assist with transfers at all. Write the answer down and read it back to the dispatcher.

The wait and the return

This is the question most families skip. Ask how long the driver waits after the appointment starts and what the company charges or does when an appointment runs long. Ask how return trips are booked. Some services need a separate booking that you make after the appointment time is known, and that can leave you waiting at the clinic door. Ask for the window they quote for a return pickup and whether it is guaranteed.

Cancellation and no-show rules

Ask what counts as a cancellation, how much notice is required, and whether a late cancellation or no-show is billed. Ask whether the rule changes if her appointment is moved by the clinic. Get the answer in writing, because a rule explained on the phone is the first thing that gets forgotten.

Insurance and driver screening

Ask for a statement, in writing, of the company's insurance and how it screens drivers. Do not accept a verbal yes. Ask whether drivers are trained in assisting passengers with mobility devices, and ask what happens if a driver cannot manage a transfer on the day of the ride.

Compare on the same three trips

Pick the same three trips for both companies, such as a morning appointment, an afternoon return, and a trip that runs long. Ask each company to quote and describe each trip the same way. Write the answers side by side. Put the confirmed booking on the day sheet as a handoff line with the pickup window and the name of the person who will be at home until the van arrives. For more local transportation resources, see Local Help for Husband Caregivers.

The Ride Company Sends a Quote. Check the Lift, the Wait Window, and the Return Trip Before You Book