Blue Cross Blue Shield complaint: Unethical treatment by transportation service

I filed a grievance via telephone for the first incident. Bluecross blue shield hire’s transportation service from a company unknown to transport medical patients to and from doctor appointments or surgical procedures the last two rides were terrifying. Given the behavior and treatment given by drivers. The last incident was recent where I was told I was a “will call”and that driver would take up to an hour to pick me up. This wasn’t the issue the issue was feeling as if the driver was put out of their way to pick me up, talking on phone while driving, discussing opinion of other consumer who was too fat and lazy , and unsure how to get to destination quick enough. Rushing with intense behavior at traffic which caused much anxiety and fear in myself that I chose to take a bus and a train home to prevent being exposed to that again. I am in no condition to be walking long blocks but did so because the service scares me. I have the recording from first incident and also voicemail . Hopefully my friend from church will get an Uber for this upcoming appointment because I dread meeting another driver from this service