Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

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This business has 2 alerts

Pattern of Complaints

Complaints

This profile includes complaints for Superior Ambulance Service's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

159 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/28/2025
Type:Billing 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 March 23, 2025 this company charged $8068.55 for a 14 mile transport from one hospital to another. I thought the high amount charged meant that an air transport had occurred, which would have been another issue, but it was a ground transport. Insurance paid their part and the company says that the balance is my responsibility. The balance is a relatively small amount but it is the principal of the fact that the initial charge is outrageous. I now have received notice from a debt collector. This company takes advantage of sick people who have no control over who transports them. They charge outrageous amounts thinking they can get away with it.
Business Response
Date: 09/02/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to MCR-******, *** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:08/26/2025
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.
On April 5, 2023, my sonwho has special needswas transported from one hospital to another while in a mental health crisis. Due to the nature of the situation, I was not given an option to choose a transportation provider. Following this, I received a bill for $2,485 from ************************* son is covered by two insurance policies: ********** Blue Shield (BCBS) and ChampVA. I have contacted customer ********************** more than 20 times in an effort to resolve this issue and have repeatedly been told the claim was "out of network" and therefore my responsibility, or that it would simply be returned to the billers.However, the claim was never submitted to *******. I ultimately submitted it myself much later after Superior requested I do so. **** initially paid the claim, but the payment was later returned to them for reasons unclear to me. I have since contacted both insurance companies. ******* confirmed they never received a bill from Superior, and BCBS has stated that they require Superior to follow up with them directly regarding the returned payment.Despite my continued efforts, I have been denied access to speak with billing representatives directly and have not been provided with a clear resolution. I was not aware that I was responsible for submitting claims to insurance, particularly when your office had all the necessary information at the time of service.Given that both insurance policies should have covered this transport and that the failure to submit claims in a timely manner rests with your billing departmentnot *** am requesting that the full balance be written off. It is unreasonable to hold me financially responsible for delays or errors in billing that were out of my control.
Business Response
Date: 08/28/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************* (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ******, *** patients insurance provider. Superior is in the process of sending an appeal to Anthem and once payment is corrected, the claim will be forwarded to ******* for processing.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
********************************************************************
**********************************************************************************************************
Initial Complaint
Date:08/19/2025
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 received a bill from superior in the amount of $1,556.12. My husbands insurance covers ambulance at 100 percent. I called superior to get information on why I was billed and instead they were no help at all. So I called my insurance. My insurance told me I have no bill to pay because theyve been disputing this claim for a few months now and reached an agreement. superior then billed me the AGREED discounted price even though it was supposed to be covered. When I called to ask for help, in tears, they belittled me instead of trying to help me better understand what I should do next. They compared my situation to an accountant owing bank money and told me its my problem. I said who should I call if Ive spoken to you and my insurance already. If theres a third party Id like to call them. They told me to call my insurance over and over when I asked for help contacting the middle man. My insurance covers ambulance at 100 percent and they settled on a payment between the two of them, so I genuinely dont understand why Im being billed for what their company agreed upon. I asked them to please check their agreement and contract with the *** and the man got loud and said he wont do that. I again called my insurance who for the third time and third ****** told me I have no bill due as they reached an agreement with the company that negotiates on their behalf. If I didnt have to use an ambulance that day for my child I wouldnt have and I will 100 percent always turn down superior now. It was a life or death situation the hospital wouldnt let me transfer my son myself as he was suicidal and threatened to end his life in a traumatizing way. They left me no choice but to use this company. All I wanted was someone to let me speak with their third party negotiators and they told me no the bill is my problem. I have proof my insurance covers at 100 percent and already negotiated this bill.
Business Response
Date: 08/19/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts
involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of **************
(Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
for the transportation services to ***, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior sent a negotiated amount of $1700 to UMR yet we have not received any additional payment. We are encouraging the patient to contact the insurance company to appeal the unpaid amount.Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
********************************************************************
**********************************************************************************************************
Customer Answer
Date: 08/19/2025

Complaint: 23761071

I am rejecting this response because: I have spoken with my insurance four separate times, as well as the complaint department with my insurance and I filed a complaint with them as well towards superior because according to the document I just attached, this is what they settled on and my insurance already paid that. Somewhere along the line between superior and my insurance company someone accepted this deal and took the money as well. If they werent happy with the deal the party reached then they shouldnt have accepted the money my insurance company already paid. My insurance covered my sons ride because per my policy ambulance rides are covered at 100 percent by my company meaning I have no payment and its up to my insurance and the ambulance company to come to an agreement. My insurance had 4 different people advise me not to pay because per the *** I have attached they already settled on a payment and took the money from United health care.

Sincerely,

******* *******
Business Response
Date: 08/20/2025
Superior sent a negotiated amount of $1700 to UMR yet we have not received any additional payment.
Customer Answer
Date: 08/27/2025

Complaint: 23761071

I am rejecting this response because:
as I have stated multiple times per my insurance coverage, and I sent proof I to the BBB, my husbands policy covers both in network and out of network ambulance services. So the agreed amount is between my insurance and superior. I have opened a complaint with my insurance against superior as well. My insurance has kindly expressed 5 separate times now not to pay a bill that they negotiated on. Superior first said they dont negotiate and then they said they do. They said they havent heard from my insurance except my insurance company has proof they have spoken and have been paid in July of 2025. They said they need their payment because its out of network except I have emailed in proof that my insurance covers both in and out of network and I have asked superior to contact my insurance as this has nothing to do with me and they told me its not their problem figure it out. Its not their problem just pay them. I have sent in countless amounts of proof that I have that shows superior is not being honest and they have already been paid and they have a company that negotiated for them and they received the agreed upon amount a month ago. So I emailed the bbb the company my husband works for, the insurance policy showing they do cover out of network, the proof that they did negotiate, the proof that they were paid, the proof I am not liable its between them and my insurance, and I have given my case worker through bbb my insurance companies name. I have sent everything showing superior should go back to the people they use to negotiate because theyve already been paid!

Sincerely,

******* *******
Initial Complaint
Date:07/30/2025
Type:Billing 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 were billed in February by Superior Ambulance for $642.80. ********** Blue Shield of Illinois's Explanation of Benefits showed not to pay the $60 fee as it "Was paid to the vendor already and it should NOT be billed to us". I paid the bill less the $60 and provided all the necessary documentation. They kept sending me payment due invoices and then sent me to collections.The collections agency resolved the issue with ****** and I did not have to pay the $******** I received another bill saying I owe an additional $392.80. I contacted ****** and found that I actually overpaid this company the first time and they owe me $50. These people are so deceitful. Why they want to cause more pain to people already going through so much in their lives is beyond me.
Business Response
Date: 07/31/2025
A request for your refund has been submitted to our finance department. Please allow time for this refund to be processed.
Customer Answer
Date: 08/11/2025

Complaint: 23674626

I am rejecting this response because:
Have not received the refund to date as indicated by the business. They are literally one town away from us.
Mail takes one day.

Sincerely,

*** *****
Initial Complaint
Date:07/29/2025
Type:Billing 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 am submitting this complaint in reference to ambulance transport services provided for my son on April 19, 2025, from ********************** to the downtown **** facility.The transport was arranged entirely by hospital staff and was not requested by us. We offered to drive our son ourselves, but were firmly told this was not permitted and were even threatened with a report to child protective services if we refused. Under these coercive circumstances, we had no meaningful choice or opportunity to select the ambulance provider.The hospital nurse noted to us that the ambulance was over staffed and because this was a "non-emergency" transport, the sirens were also not on.We were later shocked to receive a bill exceeding $3,200 for a non-emergency transport covering less than 8 miles. The itemized charges included:$2,500 for basic life support transport $100 for oxygen $60 for pulse oximetry $400 for a three-lead EKG monitor $312 in mileage fees Some of these services were not clearly provided, and we believe certain charges may be inflated or inaccurate. Additionally, we were not informed that the provider was out-of-network, despite the transport occurring entirely within *********** and between two locations within the same hospital system.We respectfully request that the ambulance company reprocess the bill at in-network rates to reflect the lack of choice and the non-emergent nature of the transport. If that is not possible, we ask that a reasonable discount be offered to reduce the financial burden on our family. We value and respect the important role emergency medical services play, but feel this situation was handled unfairly and without transparency.Thank you for your attention to this matter.
Business Response
Date: 07/30/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. The patients deductible on this claim is $2,593.63 as well as a co-insurance of $143.67. This is specific to the patients insurance policy.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:07/28/2025
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.
On May 14, 2025 I was in the ** at ********************************************* and needed to be transported by ambulance to the *** at ***************. I was incapacitated and I was told by the ** staff I needed to go by ambulance. I had no option to choose the ambulance service. My insurance, United Healthcare, paid $682.35 for the ambulance bill, which totaled $2695.00. I received a bill for the balance not covered by insurance and was told by Superior Ambulance that *** is not a network provider so I am responsible for the balance. I am filing an appeal with *** and am requesting Superior Ambulance to accept my insurance coverage with *** as payment for this claim.
Business Response
Date: 07/28/2025
****************************************** will be taking responsibility of your balance. Please disregard any invoices received.
Customer Answer
Date: 08/03/2025

Complaint: 23655220

I am rejecting this response because:
I have not received any documentation from ******************************** advising me that they will be taking care of the balance of this ambulance bill.
I emailed them a copy of the bill on July 25, 2025 and sent the following follow-up email on July 30, 2025;
Dear Ms. **************** fileld a complaint with the Better Business Bureau regarding Superior Ambulance coming after me for the balance of this bill which has been paid by my insurance provider, United Healthcare.
On Monday, July 28, I received a response from the BBB stating the following, ****************************************** will be taking responsibility of your balance. Please disregard any invoices received."
Can you please confirm that this is accurate? I need to respond to the BBB by Monday August 4, 2025.

Thank you,
****** ******

I would like Superior Ambulance to ensure that they will not be coming after me for the balance of this bill, which has been paid by UHC.

****** ******
Business Response
Date: 08/04/2025
Attached is a copy of your zero balance statement.
Customer Answer
Date: 08/05/2025

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:06/03/2025
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.
On 10/9/2024 my daughter was in the emergency at silver cross in *********. Her hemoglobin dropped to a 5 and she was in a critical state. The nurse and doctors proceeded with blood transfusions to stabilize her and we told theyd finish the transfusion and shed then be transported by ambulance to Luries childrens hospital in *******. ************ is in network with our *************** The nurse said hed finish the transfusion so the cost of ambulance would be lower. Fast forward and a bill arrived from superior. To my surprise, we owed $5630.93. The trip was 42 miles. The insurance company paid $5199.07. So my portion is in addition to this. I was shocked. Thought it was a mistake. Called **** to find out that superior is not in network. I went to an in network hospital and did not choose superior. Silver cross did. My coinsurance and deductible total $1611. 54. I am happy to pay that. I have tried to negotiate my bill with no success. Now superior has sent us to collections. We work hard, pay our bills, try to do things ethically. This bill is shocking. Our daughter is ill and dealing with this is just frustrating. I called collections - it sounds like I was transferred out of the country and it was not a good experience. Id like to understand why superior will not work with us in reason to get this taken care of. They were already paid a substantial amount from ****. Any help is appreciated.
Business Response
Date: 06/05/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:05/23/2025
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.
I was charged $8010 for an ambulance ride.
Business Response
Date: 05/27/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior does not have any insurance information on file.Please forward this information if available in order for us to bill.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:05/08/2025
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.
on 4/2 my husband was transported across a hospital parking lot by superior ambulance. We were not notified that they did not honor insurance contracted rates- we were charged $1,749 for the 2 min ride. The only monitor was a pulse oximetry so not critical care by any means. When I called in to see why so high was told they do not work with ins therefore does not honor the discounted rates. I discussed that this is an extremely high amount for little service and was told they can charge what they want because they don't honor insurance. How can they cont to do this? It is crazy that this service is a carve out of the no surprise act-this is price gouging and from the conversation had with there customer ********************** they know it and are unwilling to work with anyone. This can't be allowed to cont.
Business Response
Date: 05/12/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer Answer
Date: 05/15/2025

Complaint: 23306164

I clicked reject as resolution has not been made at this time and the email states must reply within 7 days to keep claim from closing. Working with company on an appeal and this will not be completed with in 7 days. Did. Not want case closed so clicked this option.

Sincerely,

*********************************
Business Response
Date: 05/16/2025
Once completed appeal documentation is received, Superior will appeal to the insurance on behalf of the patient.
Initial Complaint
Date:05/07/2025
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.
On 2/27/25 my daughter was born and had to be transferred via private ambulance (Superior) from *********************** to *****************************. On 3/5/25 my daughter was discharged from ***************************** back to ***********************. I am now fighting with insurance, currently in the appeals process with ****, and Superior wants me to pay the bill. Which is over $8,000 between the two ambulance rides. I called to get an extension as insurance will send me the determination of the appeal in the middle of June. I have called 4 times to Superior to speak to someone about these bills and I put myself in the cue to get a call back and never did, until the 4th time. I am then told that they can only give a 1 time courtesy extension of 30 days and notifies me that one account is at risk for going to collections. When a young child has medical needs, companies are money hungry and just want to take the families money. It is incredibly hurtful and disrespectful. We are an upper middle class family but do not have the means to pay our daughters medical bills as they are (in total) over $ *******. Superior was told that insurance would not give a determination until the middle of June and still they had nothing else to say other than we can only do a 30 day extension and then send to collections. I am trying to work with them, but they dont seem to see that we are barely hanging on.
Business Response
Date: 05/08/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************

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Superior Ambulance Service is NOT a BBB Accredited Business.