Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the car accident: :July 20, 2024 I was a back seat passenger in my friend's car when our car got hit on the highway near ******, ********, by a reckless driver under an influence driving 100 miles an hour. The car was a total wreck, and we had to wait for a fire department to cut the door and release us from the car. When the ambulance arrived, I had to walk to the van, which I shared with my friend, who was in much worse condition than me. I suffered from whiplash and was in ******** the ambulance, I was seated in the chair, my vitals were taken, and my information was collected. No collar was offered to me. Both me and my friend were taken to the nearest hospital in ******, where further treatment was given to me. After several months (December 2024), I received a bill from Falck ambulance in the amount of 2 ****** for a shared ride. I immediately contacted my health insurance to find out they paid me a check in the amount of $667.40 that I paid in February to Falck.I explained the charges to my insurance and lack of the services.I was advised to ask the company for a discount for mileage only. I obtained the address for headquarters and sent a letter asking for lowering my bill.Unfortunately, I didn't receive an answer, but another bill. When I called them to complain, a female clerk at the customer service told me that maybe I should have taken an **** from the accident spot to the hospital to avoid the bill.They are rude, have a monopoly in this area, and have no contract with any insurance. They charge whatever they want and have terrible service.All I want is to pay for a shared ride and part of the service that was provided to me. As a victim, I shouldn't be charged at all. The criminal who almost killed 4 people should work from the prison for the state of ******** until all the bills are paid.

  Business Response

  Date: 02/24/2025

  Hello,
  
  Our office received your BBB complaint regarding Run Number ******** (Guarantor Number: *********). Upon review, we have determined that our third-party vendor, Aspirion, submitted a claim to ******** (First Party auto insurance) for a total of $2,434.45. ******** subsequently paid your attorney $2,440.45 (check #*********, issued 09/12/2024 and cashed on 09/18/2024). Despite our attempts to obtain the payment from your attorney, we have not received a response. You may want to contact your attorney to inquire about the payment of $2,440.45 that was paid to them.
  
  Additionally, we submitted a claim to Anthem BCBS for the same amount of $2,434.45. Anthem BCBS paid you, the patient, $667.40, resulting in an underpayment of $1,767.05. We received your payment of $667.40 from Anthem BCBS, which was posted to your account on 02/07/2025. The account currently reflects a balance due of $1,767.05. It is important to note that Falck is not a network provider with ***********. As we do not have a contract with ***********, we are unable to negotiate or accept discounts on our claims.Therefore, any amounts not covered by *********** are deemed the patient's responsibility.
  
  The Federal No Surprises Act and the Colorado State No Surprises Act, which went into effect on January 1, 2022, were enacted to protect patients from unexpected out-of-network bills for emergency and non-emergency care provided by doctors, hospitals, and other healthcare providers. However, ground ambulance companies were excluded from these protections. Please be aware that the Colorado State law is only applicable when the patient's insurance plan is based in ********. Since your insurance plan is from out-of-state, the State law does not apply. Our billing team has confirmed that your insurance plan is out-of-state, and as such, we are permitted to balance bill for any underpaid amounts.
  
  We encourage you to contact Anthem BCBS if you believe that the proper benefit level has not been applied to the claim and to file an appeal. Specifically, you should dispute the underpaid amount of $1,767.05 and inform Anthem BCBS that Falck is balance billing you for this amount.
  
  We understand that this process can be time-consuming and requires action. To assist you, please contact our office at ************ to establish a suitable payment arrangement. This arrangement will keep your account in good standing while you file an appeal with your insurance.
  
  Thank you for your attention to this matter. If you have any further questions or need additional assistance, please do not hesitate to reach out.

• Initial Complaint

  Date:06/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2023, my husband was transported 4 times by Falck ambulance. Falck is not in network with our insurance, and the insurance company sent us a check for the amount we owed Falck. We received 4 bills dated 12/27/2023 for a total of $369.98. On January 10, 2024, I paid the total bill by check and Falck cashed the check on January 17, 2024. Evidently, the payment was posted incorrectly, and we received two further sets of bills, dated 1/26/2024 and 2/25/2024. **************** provided an email address, and I sent a copy of my check and the proof of payment from my bank on 2/27/2024 and again on 3/5/202024 to a different email, having been told that the first one was not the correct address. I received an email from a senior call center rep stating that she had sent the issue for review, but never heard further. I called customer service multiple times and was told repeatedly that the situation was under review. We continued to be harassed by text and phone until the middle of May. At that point, I received 4 letters from Credence collection agency dated May 13, 2024, stating that the issue had been referred to them for non-payment. This bill was paid in full on January 10, 2024, and Falck cashed the check on January 17, 2024. Where they posted the payment is not something I have any control over. The problem is not with my bank either, which is their latest claim. I am attaching the proof of payment. I hope that you can help us.

  Business Response

  Date: 06/04/2024

  We have received your email regarding Run Number 23-39049,23-39524, 23-40271, and 23-40864. According to our records, it appears that there was an error on our bank's end. The account number was off by one digit,resulting in the funds being posted to a different account and not reaching us.However, after several phone calls with our bank, our liaison was able to resolve the issue and ensure that the funds were transferred to the correct Falck account. As a result, we have pulled the accounts back from collections, as they were placed in error. It is important to note that Credence does not report to the credit bureau, so the outstanding balances will not have any impact on your credit standings. Therefore, please disregard any statements you may have received regarding the balance due. We sincerely apologize for any inconvenience this may have caused you.

  Customer Answer

  Date: 06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I had Falck provide me with an ambulance ride back on 09/26/2021. The total bill was $1973. At the time I didn't have enough income to pay the full $1973 so I called Falck to do a payment plan or to settle, Falck Agreed to reduce the bill by 50% if I pay right away. So, I have paid $986.05 right away and the bill was settled. After a year I got a new bill in December of 2022 asking me to pay, I called Falck spoke with the billing departments, and they said that the account is paid/settled and that he can see the notes agreeing to the 50% settlement and to ignore the bill. Today 02/08/20223 I got a phone call from a collection company that I have been placed on collection with ***************** Managment and if I don't pay, they would hurt my credit score.

  Business Response

  Date: 02/09/2023

  Your account was removed from Credence. The settlement payment posted to the account on 01/14/2022. We apologize for the inconvenience. Your credit score will not be impacted.

• Initial Complaint

  Date:02/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was involved in an accident in August 2022. I have been trying along with my attorney's to get a copy of the bill and they will not send one. Multiple requests have been made and no response .

  Business Response

  Date: 02/02/2023

  I understand you would like to request your records. I apologize if you had a delay in receiving a response to this request to date; could you share how you have made the prior requests for this information so that I can investigate?
  
  The patient may complete the online records request form and provide a copy of his Driver License or State ID. The online records request link: ***************************************************************************;

   The patients attorney may also submit their request for records and ***** Authorization to us via email or complete the online records request form and attach their request form with the ***** Authorization:

  Via Email: ***************************************

  Online records request link: **********************************************************************

  Thank you.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18967839
  
  I am rejecting this response because: We have done what they have requested multiple times and through your billing ********* on two separate occasions as well.  I would like them to contact the attorney and get them the bill as requested more than 4 times since September 2022 directly. Contact information below. 
  
  Sincerely,
  
  *****************************

  ***** Fiala                                                                                                                                            
  Case Manager; Pre-Lit Department                                                                                            
  direct ************                                                                                                                                    
  *************************************                                                                                                                         
  
  mailing address 101 ************************************************* 80202
  ************ | fax ************ | ColoradoLaw.net

  Business Response

  Date: 02/09/2023

  We have confirmed the request has been released on 02/08/2023 to ***************** and follow-************* It also was faxed to ************. If you believe this message is in error, you may contact us at the information provided in my prior message. Apologies for the delay, and we wish you the best.

  Customer Answer

  Date: 02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/14/2022, we had a house fire to which emergency professionals were called. We were not in the house at the time but our dogs were so naturally we ran inside to get them. There were no flames but heavy black smoke that our dogs were covered in.The fire department and ambulance showed up and decided I needed to go to the hospital which I did not need. The hospital agreed when they tried billing me for services that I also didn't need. Back to Falck, I just received a text stating I owe them $2123. My insurance has covered most according to my dashboard, I owe $106 or something. HOWEVER, the service provided was terrible! I am so lucky that the *** from the fire department was there. She asked questions about smoke inhalation that the ambulance techs COULD NOT answer and they were "not too familiar with smoke inhalation". So they didn't know what they were doing AND that they had a FLAT TIRE. The *** from the fire department told them that after dropping me off at ********************* that the rig was out of commission. Should have just went to the hospital in an Uber, probably would have been safer. I am not paying this nor should my insurance have to pay this. My account is *******. The text I received gave me a reference number.. *********. Can't wait to hear from someone!

  Business Response

  Date: 09/27/2022

  **************,

  We are sorry you are going through a difficult time with the fire to your home. We are truly happy to hear you are well.
  
  When a victim of a fire situation is found to have soot and evidence of smoke inhalation, it is clinically recommended that they be transported to a hospital capable of conducting further investigation into those potential injuries. The terrifying part of inhalation injuries is how quickly your airway passages may swell and close off due to *****. This is why our providers and *************** staff were on high alert and recommending that you receive further evaluation and care at the hospital. Our providers, who have training in recognition of these injuries, were coordinating with the fire department staff to ensure you were provided the best care possible.

  Your insurance plan allowed $529.11, and they have sent you a check directly for $423.29 and applied $105.82 to coinsurance. Check #QC73008741 from your insurance company (intended to pay towards our invoice) was issued to you directly and cashed on 08/25/2022. However, we have not received that amount nor any other payment from you. Billing with these situations is always challenging, and perhaps you were unaware for what that insurance check was intended. We have filed an appeal to your insurance company for what we contend is an inappropriate discount; however, you are responsible for your portion of this invoice under your plan. We would be happy to discuss further if you would like to give us a call at *************. We can discuss opportunities for affordable payment plans and other options, but we would need to ensure any payments you have received directly from your insurance company for this claim are paid towards this outstanding balance.

  Thank you for contacting us via the BBB.

   

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18050955
  
  I am rejecting this response because: I do not believe the service provided was worth what I am being charged.  Provider did not address the faulty state of the vehicle (flat tire) and the quality of experience of their staff.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/03/2022

  **************,

  Can you please elaborate on how the tire issue impeded your care or transport?

  The ambulance and *************** staff were fully competent on smoke and inhalation injuries - one of the reasons you were advised to consent to treatment. If that wasnt the perception provided, we apologize. 
  

  While we can discuss service discounts and payment, resolution of the status of the funds already paid directly to you by your insurance company for our services would need to be resolved. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18050955
  
  I am rejecting this response because:

  As I mentioned in my original complaint, the lady from the *************** was competent, as she asked YOUR ambulance "staff" questions that they were not able to answer and I can quote her "I'm not too familiar with smoke inhalation." AND the lady from the *************** was the one that pointed out there as a flat tire on the rig.  So NO that did not imped my transport but had she not noticed who knows what could have happened! It is neglectful and irresponsible you are charging people for this kind of service!!! You are taking advantage of potentially ill or injured people.     

  You guys are crooks.  I have made a payment of $105.82 to my account and I will pay for the amount my insurance sent me because I don't won't any issues with them but your company has serious problems.  It shows from you 1.8 star review on ******* You all should be ashamed. 
  Sincerely,
  
  ***************************