Complaints

This profile includes complaints for Medical Air Services Association of Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Medical Air Services Association of Florida, Inc.

  1301 International Pkwy Ste 300 Fort Lauderdale, FL 33323-2874

  
• 

  Medical Air Services Association of Florida, Inc.

  Southlake, TX 76092-6260

• 

  Medical Air Services Association of Florida, Inc.

  1250 W Southlake Blvd Southlake, TX 76092-6013

• 

  Medical Air Services Association of Florida, Inc.

  1250 S Pine Island Rd Ste 500 Plantation, FL 33324-4419

  

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:04/29/2025

  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.

  As I said last month on another platform, this b business in the state of ******* is severely lacking in quality and customer service. A female by the name of ******* came out when I came in to an invited event at ********** to hear a presentation on the company. She did that to me last month as well. When I got the invitation to come back I even called the **************** to make sure this would not happen again. Not only did it happen again, yesterday, she also lied to the employees at *********** by telling them, in front of me, that I had brought my family down there twice for free meals. What I had done when she tossed me out last month was sit down with my husband and ordered dinner for me and husband, and paid for it ourselves. So this time, when she did it again, and embarrassed me in public like that, she asked if I would accept a ***** gift card to make up for the experience. How rude. Of course I turned her down. This is not a company I would ever back or get behind, based on my experience yesterday. I did call the corporate office and they said they would escalate the situation, and have someone call me back. At this point, I doubt that they will, but we shall see.

  

  Business Response

  Date: 05/09/2025

  We are so sorry to hear about your experience at our recent seminar.  Our events are designed to be fun and informative experiences for all. We always strive to provide our customers with the highest quality of service, and we clearly fell short this time. We understand how frustrating this must have been, and again we apologize for any inconvenience this caused.
  This is not in keeping with our mode of operation and standard of service. We are taking your feedback seriously and looking into the matter carefully. You should have already received a call from our leadership team as part of our review process.
  Thank you for bringing this to our attention. Your feedback is valuable to us, and we appreciate you giving us the opportunity to correct the situation. 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23262864
  
  I am rejecting this response because: It needs follow-up closure, based on our conversation.
  
  Sincerely,
  
  *** Sunshine ***

  

  Business Response

  Date: 05/12/2025

  We had a member of our senior leadership contact the complainant last week to discuss her complaint. To our knowledge, it was resolved during that phone call - we have no additional action from our end.

  

  Business Response

  Date: 05/13/2025

  We had a member of our senior leadership contact the complainant last week to discuss her complaint. To our knowledge, it was resolved during that phone call - we have no additional action from our end.

  Customer Answer

  Date: 05/13/2025

  This issue was not resolved. I was embarrassed beyond forgiveness by this woman, 2 different times, and expect at least a professional apology

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23262864
  
  I am rejecting this response because:This issue was not resolved. I was embarrassed beyond forgiveness by this woman, 2 different times, and expect at least a professional apology
  
  Sincerely,
  
  *** Sunshine ***

  

  Business Response

  Date: 05/14/2025

  Last week a member of our senior leadership, a Senior Regional Vice President, reached out and had a lengthy phone conversation with Ms. **** During this conversation, Ms. *** shared her grievances and received an apology from the company.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23262864
  
  I am rejecting this response because: it's too little, too late. If it had happened only once, it would have been different. If she had not personally lied about my kids, it would have been different. Behavior like that demands a personal apology from *******, as she is the one who caused the embarrassment. She didrespected not only me, but my children as well.
  
  Sincerely,
  
  *** Sunshine ***

  

  Business Response

  Date: 05/19/2025

  A member from Senior leadership reached out to Ms. *** and apologized. There is no further action for our team to take on this matter.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23262864
  
  I am rejecting this response because: Too little, too late.
  
  Sincerely,
  
  *** Sunshine ***

• Initial Complaint

  Date:04/20/2025

  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.

  We are sitting in ******************* in *************** Florida! We have a lifetime membership for 40 years and this week is the first time to use it! My husband is a paraplegic and fell and broke his femur. He qualifies for an air ambulance because of the severity of calm downhis injury and his desire to recuperate in familiar surroundings. He cannot be transported by a commercial flight due to the severity and the instability of his injured right leg. When we called to request an air ambulance transport they turned us down and told us they would give us two first class tickets and show us how to hire paramedics to get us home. They have repeatedly lied to us and told us that the doctors told them that he needed to go straight to a rehab rehabilitation center and that he could fly in a sitting position. There is a level one trauma hospital waiting for us in ****** because he needs to be flown hospital to hospital. He is not able to sit up or transfer at all and it took four people to get him into a chair to sit up for five minutes. The doctor has shown us the report that he sent to (MASA) medical air and it does not say a single thing they are claim. They are fraudulently denying a flight and seriously jeopardizing his health. The air ambulance transportation, benefit is the sole reason we purchased this membership! And we were assured by Masa that they would be there in our time of need. What a lie. People should understand what theyve purchased is a scam. And the state of Florida giving them a good business rating is a joke.

  

  Business Response

  Date: 04/23/2025

  We would like for BBB to close out this complaint as it is false.  MASA provided an air ambulance for this couple with appropriate staff after consulting with the providers and working tirelessly over the holiday weekend.  This couple has sued MASA in the past and this is not their first time using our services.  Further, they sent a threatening email over the weekend during this transfer that they were going to sue us again.  The patient in this case is our past CEO and we truly provided them VIP service in every way.  We have provided the transportation to the tune of over $27,000.  I have uploaded screen shots as proof.  

  

  Business Response

  Date: 04/23/2025

  We would like for BBB to close out this complaint as it is false.  MASA provided an air ambulance for this couple with appropriate staff after consulting with the providers and working tirelessly over the holiday weekend.  This couple has sued MASA in the past and this is not their first time using our services.  Further, they sent a threatening email over the weekend during this transfer that they were going to sue us again.  The patient in this case is our past CEO and we truly provided them VIP service in every way.  We have provided the transportation to the tune of over $27,000.  I have uploaded screen shots as proof

• Initial Complaint

  Date:04/04/2025

  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.

  I sent MASA an ambulance bill back in November. I have been a member for several years. However this $300.00 has still not been paid. I have talked with masa representatives that assured me the bill would be paid in December. I sent all the documentation they asked for, but the bill is still not paid.

  

  Business Response

  Date: 04/15/2025

  We apologize for your experience. **** strives to provide excellent customer service and we take your comments to heart. Please be advised the payment for your claim was submitted but was incorrectly applied to the wrong account. We have located the payment and have had it applied to your account. Please allow 14 days for the payment to be reflected on your account.

  Customer Answer

  Date: 04/25/2025

  I have been a member since 2018. **** is on auto pay for this payment. They have told me my husband was not covered on that date. If they didnt pull the payment, I dont see why that is my fault. I have paid close to $3000.00 for this insurance. I have talked with several people from this company and this was the first time they told me they were not going to pay this $300.00 bill. I was told that the bill would be covered in December, 2024. This was not done.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23161369
  
  I am rejecting this response because:I have been a member since 2018. **** is on auto pay for this payment. They have told me my husband was not covered on that date. If they didnt pull the payment, I dont see why that is my fault. I have paid close to $3000.00 for this insurance. I have talked with several people from this company and this was the first time they told me they were not going to pay this $300.00 bill. I was told that the bill would be covered in December, 2024. This was not done.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/28/2025

  We apologize for your experience. **** strives to provide excellent customer service, and we take your comments to heart. As stated previously, please be advised the payment for this claim was approved and processed. We have located the payment and have had it applied to your account.

• Initial Complaint

  Date:03/20/2025

  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.

  Since becoming ******** eligible, I have received mailers from MASA for air ambulance insurance. I do not want their insurance nor do I want to receive their mailers. I have called them many times at the numbers listed on the mailers and called numbers I have found at BBB and elsewhere.I have been told every time that my information would be removed. Yesterday I received another.Please tell them to remove my information.

  

  Business Response

  Date: 03/24/2025

  We apologize for your experience. **** strives to provide excellent customer service, and we take your comments to heart. We have removed you from all future mail and email lists. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23091556
  
  I am rejecting this response because:

  NUTS!

  They have told me the same several times in the past.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/31/2025

  Again, we apologize for the inconvenience this has caused you. **** strives to provide excellent customer service, and we take your comments to heart. During our investigation of this matter, we escalated to appropriate leadership to confirm you have been removed from all marketing lists, including mail ones. You will no longer be contacted by MASA.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23091556
  
  I am rejecting this response because:

  They have told me this several times; however, they continue to send junk mail.

  THEY HAVE NO CREDIBILITY!

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair 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.

  Purchased MASA acct for ambulance transport. Basically was delivered by ambulance 3 times thereafter and have spoken with company SEVERAL times. Have mailed and sent registered copies of info asks for by them. Response--NOTHING. They cont. to state they have no information on these events. Company is NOT trustworthy. Would advise anyone to reconsider if they have thought of buying policy from them.This company is an additional insurance to cover EMS out-of-pocket expenses.Amount indicated is what was paid out-of-pocket but never re-imbursed. Registered mail of CLAIM to MASA was delivered 12/16/24.

  

  Business Response

  Date: 03/05/2025

  We apologize for your experience. **** strives to provide excellent customer service, and we take your comments to heart. Please note, your claims have been processed and paid.

• Initial Complaint

  Date:02/14/2025

  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.

  regarding contract for **** ****** (deceased) #******* I have mailed 3 different ambulance invoices to be paid. Invoices were mailed at least 6 months ago and have not been paid. I spoke with Yolondo in Claims Team today and she told me that only claim for 5/31/24 had been received and is being processed which could take another 6-8 weeks. there were 2 other invoices from 5/10/24 & 5/21/24 that were not showing as received. I asked for email address and I did email them today. I also emailed the main email last week with no response. All of these invoices are going to collections because MASA has taken over 6 months to process. Total of all 3 claims is $900. Just as all the other complaints against this company, they seem to take their time collecting the supporting documentation while pocketing many citizens thousands of dollars. This company should not be allowed to be in business.

  

  Business Response

  Date: 02/25/2025

  We apologize for the inconvenience that occurred, MASA strives to provide excellent customer service. Please be advised we have processed your claim for the ambulance service on 5/31/2024.  MASA representatives have tried to contact you for the invoices/bills from your ambulance rides on 5/10/2024 and 5/21/2024. The one invoice we received for both the 5/10/2024 and 5/21/2024 was illegible. Please send the remaining two ambulance bills/invoices via email to ******************************* fax to ************, or mail the invoice(s) to: MASA MTS Claims Department, *******************************************************.

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory at this time. I did mail the 2 invoices in question previously and have also emailed twice. Until these additional invoices are paid, I will not be satisfied.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/28/2025

  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.

  Went to a meeting and was told how great MASA was and bought a plan for $499 that would send my body home from anywhere in the world on Sep. 25 2024. Was told I would receive a packet with I D cards and information in 2 to 3 weeks. Sort of forgot about it until before Christmas. Went to agent at ******************************* where I bought it and was told he would look into it. No response. Went back week after New Year and was told I had to call them and cancel. MASA said the agent had to cancel. Haven't received anything and just get the run around. Now I just want my money back because if that's the way they do business I can't trust them.

  

  Business Response

  Date: 02/10/2025

  We apologize for your experience. **** strives to provide excellent customer service, and we take your comments to heart. Please be advised we have had members of the team reach out and leave voicemails in hopes to solve this issue. Additionally, we have mailed the reprinted cards to your address as of January 29, 2025. Thank you for being a member of the **** family.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22868927
  
  I am rejecting this response because:see attached
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/13/2025

  We sincerely apologize for the inconvenience and confusion. We have sent your complaint over to the team at ***, as the service you purchased was a *** product - not a MASA product. Please contact the ******************************* via phone at ************ or the ***************************** Center Supervisor directly ************. The *** team will be able to further assist you with this inquiry. 

• Initial Complaint

  Date:12/11/2024

  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.

  I purchased this service at a seminar on 7/12/24 & was advised I could review services & cancel by end of August. I cancelled service by phone with sales *** in the time frame I was advised but now I find out it has not been cancelled & continue to be billed. I want service cancelled, billing to be stopped & refund to be given to all charges booked I error.

  

  Business Response

  Date: 12/19/2024

  We apologize for your experience.  MASA strives to provide excellent customer service and we take your comments to heart. Please be advised you are being refunded all charges via the credit card disputes that were filed. Additionally, as you requested, we are cancelling your policy and you will not be charged anymore. We are sorry to see you go!

  Customer Answer

  Date: 01/05/2025

   
  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:08/01/2024

  Type:Order 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.

  When I signed a 5 year membership contract on 3/12/2020, and paid $2106, I was told I could upgrade to a lifetime membership anytime within the 5 year period for the difference between what I paid, and the cost of the lifetime membership fee of $4430. When I contacted MASA to upgrade, I was told I would have to pay an additional $1295.00 more for a lifetime membership now because the value of the insurance went down. This was never discussed with me at the time of contract signing, nor was it disclosed in the contract. We need to be able to upgrade the lifetime membership for the original fee of $2,324.00, or get a refund of our membership fee of $2106.

  Customer Answer

  Date: 08/02/2024

  I a send you a picture of the contract that was signed showing the original agreement if it would be helpful. 

  

  Business Response

  Date: 08/14/2024

  We have received this complaint and need additional time to investigate.  We will respond by of end of the week.  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22078377
  
  I am rejecting this response because:
  The message from the company would get back to us at the end of the week. The issue has not yet been resolved. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/16/2024

  **** would like to take this opportunity to thank you for reaching out to MASA with your concerns regarding your membership experience. Your feedback is invaluable to us as we strive to provide the best service possible to our members. After reviewing your case, we regret to inform you that we are unable to upgrade your membership to a lifetime membership due to new insurance regulations in ** that have taken effect after you bought your original membership. However, since you are in your final year of your 5-year membership, we are able to issue a prorated refund for your final year if you wish to cancel. Please reach out directly to ************************* if you would like to pursue a cancellation of your final year. 
  
  We apologize for any inconvenience this may have caused you.
  
  Please know that at MASA, we take all member concerns seriously and are constantly working to address them with our teams for quality assurance. Your feedback will help us improve our services for all our members.

  Customer Answer

  Date: 08/16/2024

  The company said they would get back to us through you by the end of the week. We are at the end of the week, and we are still waiting to hear from them. 

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22078377
  
  I am rejecting this response because:

  A refund of a fraction of our membership fee is unsatisfactory. Again, when we signed up for our membership, the company representative, who has not returned our call, specifically confirmed to us that we could convert to a lifetime membership anytime within 5 years for the difference between the cost of our membership fee, and the cost of a lifetime a membership at the time. We joined based on that information. When we tried to convert, we were told we could convert, but the  price to convert had increased. This is an unfair business practice and we are entitled to a refund of our membership fee in the amount of $2106.00.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/20/2024

  At this point a successful resolution is for my complaint to be published with the BBB. In the text of the businesss attempt to resolve our issue, they stated that new NM regulations prevent members from converting memberships to a lifetime membership. Why then did Kels in the membership department (ext. 3028) just tell me we could convert our membership to a lifetime membership for $3,619. Which is true? Also, we went to the web site which was supposed to reimburse us for our last year membership. There is nothing in it that indicates any refund would be processed for MASA. The only contact is an AI generated chat which needs the name of a business. We really hope you will publish our issue with this company others may benefit from our experience. We do not think the company has acted in good faith, and should not have the highest rating with the BBB. We checked your site before we joined MASA, but there, but there are many loop holes in their promises. We would appreciate hearing from you. 

• Initial Complaint

  Date:06/24/2024

  Type:Order 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.

  I started an account with them paying $**.99 a month. I decided that I can&#**;t afford this and called to cancel it. They refuse to cancel my account and are continuing to charge me. I got a call where they said they just charged me and then was told I would have to cancel it by email. I did this and when I called again they said it was not supposed to be an email. It was supposed to be in writing and sent by mail. I would like to end my contract with them and for them to stop charging my account.

  

  Business Response

  Date: 07/15/2024

  Thank you for taking the time to describe your issue.  We take every issue seriously, and will get more information and get back to you ASAP.  I apologize for your inconvenience.  Thank you!

  

  Business Response

  Date: 07/18/2024

  Thank you again for allowing us the time to review your concerns. After review, the refund in that amount of $120 has been issued back to you and we have canceled your plan with MASA. We apologize for the inconvenience this has caused you.