ComplaintsforAir Medical Group, Inc

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I need my money back in full amount, because Air Medical Group failed to fulfill their end of the agreement. I hired Air Medical Group with the expectation of pre-flight assessment to medically escort my injured brother out of **********, ********* to the US. Air Medical Group failed to complete a health assessment on my brothers condition prior to taking on this case. The director of Air Medical Group led me to belief that I could trust him and his team to bring my bother back to save his limb. Air Medical Group didnt complete their end of the deal. The assigned medical personnel, the individual that was sent to do the job was fired on the spot, in the middle of a critical time without regard for my brothers life. The company's negligence put my brothers life in danger and cost my brothers his arm. He had to be amputated on his right hand, his dominant hand, to save his life. I need my money back in full amount, because Air Medical Group failed to fulfill their end of the agreement.

  

  Business response

  08/29/2023

  
  On behalf of the staff and Management of Air Medical Group we are saddened that we could not transport your brother. Air Medical Group takes patient safety very serious and in this matter it was determined the risks of transporting your brother would potentially put his life in danger. This was no easy task, however there are times that a patient is too unstable to be flown. We have transported thousands of patients safely every year and Air Medical Group did indeed conduct a proper health assessment to include consultations with the attending doctors, your family our medical director and rapid deployment of our nurse to *********, Upon arrival, we were informed the patient had suffered a psychiatric event and reacted by grabbing a 300 volt electrical line inflicting serious *****. This information that you were already aware of was not communicated to our staff prior to departure and only by medical staff in *********. This active line caused extensive damage to his arm. This damage rapidly became infected prior to our arrival and created sepsis, which is a life threatening condition and requires immediate attention by local surgeons. In addition, the transport of potential psychiatric patients aboard a commercial airline requires special permissions and only in certain circumstances. Additionally, an extensive injury deemed to be potentially life threatening with severe infection clearly infected would have been disallowed by the airline. Consultation was conducted with our medical director, nurse on the scene and management and it was determined that the patient needed immediate and rapid intervention in ********* to save his life. Our prior clients reviews stand as a testimony to the great care we take to insure our patients have a positive outcome, and in this case having proper intervention at the treating hospital was the best course of action for such a badly damaged limb with no pulse on our arrival. We are trusted by hundreds of families every year to escort their loved ones and we stood by you, offered any assistance we could, to include additional resources and willing to work with you regarding a refund. Per our contract with you, we have executed a refund. Our patients are our family, and we will protect them and assure when we escort them, we are providing top level care. 

  
  

  Customer response

  09/07/2023

   
  Complaint: 20493498
  
  I am rejecting this response because we have not received any refund from Air Medical Group. 

  The treating doctor cleared my brother safe to fly.  There are records of his vital the day of the scheduled return flight to show that he was not in sepsis. When I first reached out to Air Medical Group, I shared the extensive injury of my ************.  Air Medical Group assured me that they are an experienced company and have trained professionals who have experiences escorting injured patient and they would have a way to board the patient, in this case my brother, in commercial airlines. The refund we received to date is from the cancelled airline ticket.  We have not received any refund from Air Medical Group's part, regardless of the promises made by the director.  Once we receive a refund in the amount of $11,615.30, then we will consider this matter is settled. 
  
  Sincerely,
  
  Indri Sulistio

  

  Business response

  09/08/2023

  We have processed the refund for the client as she has requested. Her brother was in critical condition and the information shared with us prior to departing to *********, was completely inaccurate. She has a contract with my company should a patient not present as advertised or is too sick to be flown, and that flight would potentially put their life in jeopardy. We will stop and she will be responsible for what expenses we went to.

  Customer response

  09/16/2023

   
  Complaint: 20493498
  
  I am rejecting this response because: the refund has not been received from Air Medical Group, Inc.  *********** mentioned to refund, but so far there has not been any refund.   It has been 6 weeks since the company promised a refund, but nothing has been processed.  We will not consider this case settled until a refund is received. 
  
  Sincerely,
  
  Indri Sulistio

  

  Business response

  10/26/2023

  This response was taken verbally by BBB:

  The customer violated our contract by not disclosing that the patient was a psych patient, by not disclosing that the patient electrocuted his arm and by not disclosing that the patient was septic. We incurred real costs in sending our staff to *********. Nevertheless, despite the customer violating the contract, we did agree to refund approximately $3,000.00. Before we can process a refund, we need to wait for our flight crew to return to the States in order to calculate all of our expenses. We then send a credit memo to the consumer. This was done. We show that the email sent through our accounting software was received and opened, but the customer did not accept or acknowledge it and claimed not to have received the email. Before we could complete the refund process, the customer filed a credit card dispute for the full amount, which she is not *********** per our contract. We are currently defending against this dispute. We will not process a refund while there is an open credit card dispute. Once the credit card dispute is completed, if it is in our favor, we will proceed with refunding the customer the unused balance that we had previously calculated.

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