Complaints

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

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  Superior Ambulance Service

  395 W Lake St Elmhurst, IL 60126-1508

• 

  Superior Ambulance Service

  P.O Box 1407 Elmhurst, IL 60126-8407

• 

  Superior Air-Ground Ambulance Service, Inc.

  2611 Garfield Ave Highland, IN 46322-1609

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:09/18/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 have copies of superior ambulance billing me for advance life support when Basic Life Support was ordered and administered. I have spoken several times with ********************* ************ ******************************************************* and pleaded with them to review the records since February 2023 they are billing me for a service of much higher level tried to put me into collections so I paid to protect my credit. I am looking to get a correction in the billing and cannot get anyone to look over the files. I have all the Dr ****** the ambulance run sheet but billing error they will not fix. I have emailed 10 times called ************************************************************************************ will they review the records. I have all the paperwork and shows they made a mistake. I was taken 11 miles in an ambulance not even ** and was by myself and they charged me for Advanced Life Support.

  Business Response

  Date: 09/19/2023

  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.
  
  The level of service that was ordered for the transportation provided on 9/6/2022 was for a ************** Transport.Superior is unable to downgrade this level of service due to how it was ordered.
  
  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. 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 ************.

  Customer Answer

  Date: 10/04/2023

  Complaint: 20622308
  
  I am rejecting this response because: To whom it may concern please reopen my case. I a writing in response to Superior Ambulances statement that the physician ordered higher level of care which is FALSE.....i am attaching the PCS (physician certification statement) showing clearly Basic level transport this has been the problem with Superior they are not looking into  my records and just overcharging patients i have been trying to correct this issue with them and have not been able to get anyone at superior to look at my records. attached is a copy of statements attached clearly showing Basic Lever Transport ordered by PCS non emergency.
  
  Sincerely,
  
  ************************;   

  Business Response

  Date: 10/05/2023

  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.
  
  The caller from Silver Cross Health Center ordered a ************** Transport on 9/6/2022 via phone call. Superior is again encouraging the patient to appeal directly with their insurance. Please advise our Customer ********************** department of next steps taken so we can allow additional time for payment. Our Customer ********************** department is also able to set up a payment arrangement on the balance.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20622308
  
  I am rejecting this response because:
  further information on my above complaint I had a review with my insurance company and here is their statement also ALS was billed when BLS was all that was necessary which physician ordered and superior changed my records for more money.
  
  
  attached my review results
  
  
  ***************************
  

  
  

  Business Response

  Date: 10/05/2023

  Attached is a copy of the *** showing A0434 was billed which is a ************** Transport. 

  Customer Answer

  Date: 10/05/2023

   

  Complaint: 20622308
  
  I am rejecting this response because:

  I am attaching a copy of the superior ambulance run sheet which clearly indicates ************* ordered BLS ambulance transfer from ** to Endoscopy Operating Room a BLS is the lowest ambulance (Basic Life Support) what they charged me for is SCT *************** Transport) that is a much higher level of ambulance reserved for very sick individuals.  It is a higher level of ambulance than the *** (Advanced Life Support) ambulance.  To give you an example: someone having a heart attack and needing to transfer from a small hospital to a large hospital with a Cardiac Surgeon and a Cardiac ICU would need at the very minimum and *** ambulance.  In most cases that patient would obviously need ******************* if they are running medications that have to continue running while in transport., and they have to monitor the patient because they are literally "life or Death" SCT ************* Transport) Ambulance is just below having to take a Air Ambulance (helicopter) to transfer a patient and as they can see I didn't even fit the needs of a SCT *************** Transport) ambulance.  My Physician DID NOT order a SCT *************** Transport)  Ambulance per the attached run sheet with Superior.  there was also no need whatsoever they are LYING and covering up over billing patients.  My ride to Silver cross was nothing more than put her in the back and drive while assistant was looking at snapchat.   My IV was put into what is called a Hemlock at the ** before transport so there was NO IV or medications given.  There was no blood pressure taken machine was "BROKEN"per assistant., 

  
  I have tried everything in my power and have spent so much time trying to get thru to a person at Superior to pull the records I have even gone to the ** room where the whole incident started and they refer me back to Superiors **ROR in billing.  It is impossible to speak to anyone that knows  anything and refers me to a collection company but my bill is paid in full on my credit card.  This company has some serious billing issues and are overcharging for services not rendered.  SOMEONE HAS TO LOOK INTO THIS IMPOSSIBLE situation.  They keep telling me it's what the Dr ordered and that is a LIE and they have not pulled my records ********************* ************ said that she will have a supervisor look at it and came back saying the same lies.
  
  

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

• Initial Complaint

  Date:09/09/2023

  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 11/20/2022 and 11/21/2022 and 1/11/2023,I was transported by ambulance to a local hospital for medical emergency. The *** for the 11/20/2022 states we owe ******. 11/21/2022 *** states we owe ******, and the 1/11/2023 *** states we owe 600.33.Superior is a participant in the **** network,which offers a negotiated rate for charges. On the first bill, Superior took the negotiated rate. On the second and third bill, they refused to take the negotiated rate, claiming they are not providers with ****.A letter from insurance plan was sent to superior stating they are a participant with ****. Superior is still claiming that they are not a participant. We have had several documented conversations with superior, they refuse to bill us for the correct amount so we can start payments. Now they are threatening to turn us over to collections if we do not set up a payment plan.All we want is the correct amount owed, to be billed to us. Superior keeps stating they are not a provider, and per our insurance, if that is the case,superior needs to reach out to the insurance company and correct that. So far superior has refused to do that, claiming it is our responsibility to do so.In closing, all we are asking for is the corrected bills be sent to us in order to start payment. Copies of ***s and statements to follow.

  Customer Answer

  Date: 09/11/2023

  Please see attached. 

  Business Response

  Date: 09/11/2023

  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.
  
  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, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20579948
  
  I am rejecting this response because:
  We have talked with our insurance provider and we are being told that on their end Superior is contracted with NPPN and that Superior has accepted the disallowed/discounted rate 11/20/22 $893.10

  11/21/22 $1,048.80

  1/11/23 $803.10 leaving us owing the remaining balance  11/20/22 $310.25

  11/21/22 $686.33

  1/11/23 $600.33 

  but we are being billed for both. If Superior is indeed out of network with NPPN or has a problem then they need to call NPPN at ************** so that they can update their records and reprocess the claims. 
  ***********************
  

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

  Business Response

  Date: 09/13/2023

  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 is not in network with the insurance provider,and therefore not required to accept their payment as payment in full.
  
  If you would like to set up a payment arrangement on the balance, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:09/05/2023

  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.

  On July 31st, I took an ambulance ride for a medical emergency (essentially being forced to go) from this ambulance company. They billed me and my insurance as out of network provider, despite my insurance (United Healthcare) at the time saying it was in network. Regardless, they sold the unpaid balance to a debt collector AR Concepts that appeared on my report last month and when I asked for debt validation, they sent me the invoice, which is fine, but they included the entire report from the police and fire department, which disclosed why I took the ride, medication in my system, what was found in my car, etc. a long with a bunch of other very sensitive information regarding the matter including my mental state. Selling of private medical information is a direct HIPPA violation as I did not authorize the sale of my medical information to a 3rd party organization. I am demanding a resolution to this ordeal, including a removal of this from my report, or I am prepared to take legal action against the company regarding this matter.

  Business Response

  Date: 09/06/2023

  Could you please advise which collection agency you are referring to and possibly attach a copy of what was sent to you?

  Thank you,

  *************************

  Manager of Revenue Cycle

  Superior Air-Ground Ambulance Service, Inc

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20560870
  
  I am rejecting this response because:

  Attached is the report the debt collector sent me. The debt collectors name is AR ************* They put a balance on my report and send me this when I requested validation. The report shows my psychotic disorder, my reaction to stimuli, medication given to me, medication prescribed to me, diagnosed anxiety and ADHD disorders, along with other sensitive information they shouldnt have.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/08/2023

  Superior Ambulance does not utilize AR ************ as a collection agency. This may be for a different service such as ******************* Ambulance or *************************** as you had listed on the documentation sent over. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20560870
  
  I am rejecting this response because: upon googling ******************* ambulance, I found that Superior Ambulance popped up right away. I dont understand what the point of lying is. Either way, the collection has been removed from my report so I am happy to close the complaint as long as they admit they were wrong and do not sell my medical information any further.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/13/2023

  Superior Air-Ground Ambulance Service, **** is not affiliated with ******************* Ambulance. Please contact them with any questions you may have.

  Customer Answer

  Date: 09/13/2023

   
  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. I will reach out to another superior ambulance place to hopefully get this resolved 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2023

  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.

  I am needing help with who I can file a complaint with in regarding to price gouging from an ambulance company. My 11 year old son was transported from ****** hospital in ********* ** - 7 miles to St. ***************************** because he was in DKA (Diabetic Ketoacidosis) this is considered a life threatening condition. We had no choice but to transfer him for the care that he needed nor did we have the opinion to choose the Ambulance Service to transfer. My son ******* spent 4 full days Inpatient at Children's and was so sick that in order to treat him they had to put a central line into his neck for which is had for 4 days. To my surprise I received an ambulance bill for the amount of $7730.00 for a 7 miles drive. My Insurance which is Anthem processed this claim and applied $706.64 towards my deductible and listed the remaining as over the Maximum Allowable because as you know Ambulance Services are not in network. I cannot believe that this Ambulance Service can get away with this cost of $7730.00 for a 7 mile drive - this is absolutely insane. I am in the process of appealing with my insurance company but if this appeal fails what does the average working family do? I cannot pay this huge ridiculous bill - I don't think any average American family could take on this kind of debt. Do we as a consumer have any recourse? Do we have any protections as a consumer or patient in regards to patient price gouging? Any help would be greatly appreciated. Thank you! *************************

  Business Response

  Date: 08/15/2023

  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 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. 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, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:08/07/2023

  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 Nov 28 I was transported to ********************************* after a bad fall at home. My family was with me & followed the first ambulance to the hospital. The hospital took extensive tests that were very costly- cat scans, face x-rays, CT scans, dental x-rays, etc. They decided that my injuries warranted moving me to ****************'s trauma center. The ** staff called Superior Ambulance for whatever reason, having run my insurance card & knowing the coverage I had. We reminded the ** staff to burn a disk with all the tests & give them to the ambulance crew so when I arrived at ****************, the results would be immediately available.My family drove separately & assumed Superior had the disks before we left. I asked as well but got no response. I was transported less than 4 miles to **************** but they didn't bring any disks, so there were no copies of any of those tests. The hospital had to do them all over again, and an exorbitant cost. Superior sends me a mystery bill for $1,060, above the $2,056 BCBS paid. I got the final explanation of benefits from BCBS and it showed I did not owe the ambulance company any further payment. I called the insurance company and was told that Superior has to accept what they are contracted for, and to NOT pay the bill. I called customer ********************** at ********************** and they said I owe them and they don't care what the insurance company says. I called BCBS again and they said DO NOT PAY THE ***** After calling Superior again, I was told they are "out of network" and I owe them the money. This is scam billing, not to mention the fact that their neglecting to bring the disks cost me almost $1,000 for all the tests that had to be done again! It also delayed my getting proper treatment and pain medication until the tests results were completed. Based on all the BBB complaints found here, this is clearly a pattern of behavior at Superior and extortion. There is no excuse for leaving without the disks and test results.

  Business Response

  Date: 08/08/2023

  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 ********, Inc.
  (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. 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.
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20435149
  
  I am rejecting this response because:

  I reject the company's response and find it ludicrous. I believe Superior Ambulance Services is contracted with St. ****** hospital? The hospital can't possibly be unaware of their unethical and oftentimes fraudulent billing practices, yet continues to use them and allow them to extort money from patients who are not given a choice. My insurance company received a superbill from the hospital and paid $2,030 to the ambulance company. Customer ********************** said the entire amount was processed as "in network" and Superior accepted payment.
   
  Then Superior Ambulance turns around and is trying to "balance bill" me and extort another $1,060. The insurance company repeatedly told me that Superior cannot do this, and to not pay the bill. Customer ********************** contacted ********************** September ************************* that they have never had to deal with anyone as rude, obnoxious and unprofessional. Superior told them they didn't care what the insurance company paid, they were going after me for the additional money. It doesn't take any time to find the internet is jammed with complaints, class action and private lawsuits against these crooks. Superior has lost virtually every one and paid hefty fines. Here are a few links:
   
  ********************************************************************************************************************************************************************************************
  ********************************************************************************************************************
  ******************************************************************************************************
   
  Here is the alert that the Better Business Bureau has posted about Superior Ambulance:
   
  Pattern of Complaint:
  BBB files indicate that this business has a pattern of complaints concerning:
  Consumers allege high or excessive fees for transport
  Consumers allege being threatened with being sent to collections
  Consumers allege costs not being covered by insurance
  On 2/27/2023, 3/15/2023 and 3/27/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 4/6/2023, BBB has had no ****************************:
  In February 2023, BBB investigated Superior Ambulances business practices. This investigation was prompted by a large volume of complaints. Consumers allege that the business has high or excessive fees for transport, threatened with being sent to collections, and costs not being covered by insurance.
  The BBB contacted Superior Ambulance on 2/27/2023, 3/15/2023, and 3/27/2023 requesting information regarding their products and services as they have several divisions, licensing information, pricing structure, and copies of any contracts between the business and hospitals and consumers. 
  As of 4/6/2023, Superior Ambulance has not responded to the BBB with the requested information. 
  The mission of the Better Business Bureau is to promote marketplace trust, most notably, by grading companies based on their trustworthiness and performance and by serving as an intermediary when customers have complaints. It is apparent that Superior has a disturbing pattern of behavior, resorting to the same unethical and likely illegal tactics to extort as much money out of people as they can, especially people who can't afford it. With their well documented history of predatory billing practices, it's time to bring this to the attention of the Attorney Generals Health *********** as well.
  Thank you,
  *******************
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/26/2023

  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 is again encouraging the patient to contact BCBS to appeal the unpaid amount. Superior is able to establish a payment plan or discuss discount options in the event that no additional payment is made from BCBS.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20435149
  
  I am rejecting this response because:

  I have already spoken to the insurance company several times and they have instructed me to not pay because I do not owe any balance. They paid the bill as agreed and Superior accepted their payment. There is a very clear pattern and long history of Superior doing exactly the same thing to many other people, trying to extort additional money from the patient after the bill has been paid by the insurance company. Patients are given no choice regarding ground transportation, which is how this company has been able to get away with these predatory practices for so long.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2023

  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 4/29/23 my daughter required transport from one hospital facility to another. The hospital made arrangements with Superior Ambulance as she was not allowed to be released to me. I was not given any quotes or choice. My insurance paid a portion of the bill and now SUPERIOR is surprise billing for $2563.00 . I request that amount written off as I was not given an estimate, not given a choice and an insurance payment was accepted.

  Business Response

  Date: 08/02/2023

  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 not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  At this time, we are appealing with Anthem on the patients behalf. Please disregard any invoices received up until this point and await for an updated invoice after the appeal is completed.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:07/20/2023

  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.

  Description of complaint:Re: ********************* , DOB 04/03/58 Date of Service 4/15/2022 On April 15, 2022 without my knowledge, a caseworker at ************************** called Superior Ambulance to transport me to a nursing home. According to my coverage at the time, Superior Ambulance is an out of network provider for Unite Here Health, my insurance company at the time. Unite here health has an address on my insurance card advising out of network providers on where to send claims. Superior grossly overcharged me $1767.00 for a *****, run down medical van and a three mile trip. An ill informed customer ********************** agent named October at my insurance provider, Unite Here Health incorrectly advised Superior to submit the claim to BCBS. Despite my sister's many calls to correct the Superior has repeatedly failed to submit the out of network claim correctly. Unite Here Health has made every effort to contact Superior to correct the problem.They have not answered the phone during regular business hours. It is ot possible to leave message. The address where to send out of network claims is CLEARLY visible on my insurance card, yet the Superior constantly submits the claim to BCBSM. This is wrong, and BCBSM's system automatically denies the claim. This is unacceptable. The claim cannot be processed until Superior submits the claim correctly.

  Business Response

  Date: 07/25/2023

  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 billed Unite Here Health Hospitality Plan which is the ***** plan for the ***** When contacting the ***** plan, they advised not to bill them and to send the claim directly to ***** Superior billed BCBS and they denied.
  
  As a courtesy, Superior will be submitting a claim to PO BOX ****** *****, ** ***** as requested.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 08/02/2023

   
  Superior Ambulance is an out of network provider for Unite Here Health. Despite my providing all of the required information, Superior refuses to submit the claim properly or to call the supervisor at Unite Here Health to correct the error. I will continue to dispute this incorrect bill. It clearly states on the back of my insurance card that OON providers MUST submit the bill directly to a Unite Here Health address in *********. An ill informed employee at Unite Here Health misinformed a Superior Ambulance employee. UHH has acknowledged their error. According to Unite Here Health, Superior has made no attempt to contact UHH to confirm this information.
  
  I am disabled and there was a delay in me receiving this most recent communication from BBB.
  
  This matter is not at all resolved.

  Business Response

  Date: 08/02/2023

  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.
  
  As a courtesy, Superior submitted a claim to PO BOX ****** *****, ** ***** as requested. Please await an updated statement.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:07/19/2023

  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 07/21/2022 I was transported by superior ambulance from a hospital in ********************, ** to *********, **. Since than we had paid them $2,400 out of pocket because they didn't agree with the health insurance companies decision. And they charged $4,278.89 for a 47 mile ride. On June 2nd, 2023 the health insurance company sent the ambulance company a check for the bill. We have not received our monies back as of today. I did call superior ambulance today and they stated they had just processed the health insurance companies check on June 30th, 2023 and it would be a month and a half before the check could even be sent to us to reimburse us our monies. I don't understand how reimbursing us monies that are ours should take so long as they have the full amount in hand from the health insurance company since june. Maybe they should also reimburse us the interest on the money. It has been a constant annoyance dealing with superior ambulance. They have no regard for anything but the bottom line, no care for the people trying to pay the bil!. we were being sent bills monthly

  Business Response

  Date: 07/21/2023

  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 refunded the amount of $2,400 back to the original credit card. Please allow 3-5 business days for the funds to be replenished back to the card.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:07/19/2023

  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 have spent no less than 10+ hours on hold, sending emails and talking to multiple people about my bill.I mailed a copy of what I have attached here and nothing changes.I OWE $5 dollars. I paid $45.00 on May 5, 2023 This is a nightmare dealing with this companyr company. I spoke 3 times with a woman named *********************- who did nothing.Please credit my account for the $45.00 I already paid immediately.Please resend a final bill for $5.00 and I will pay that.

  Business Response

  Date: 07/21/2023

  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 waived the $5 balance and apologizes for any inconvenience this may have caused. The patient balance is now $0.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 07/24/2023

   
  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:07/18/2023

  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.

  Accounts: 23-192724 and 23-192612. My daughters were transported from an ER to a hospital on May 4, 2023. I was not given the option to take them myself, I did not request Superior Ambulance. They did not bill my insurance correctly, they listed it as inpatient and discharge despite it being an emergent and emergency situation. They billed my insurance but because the billed incorrectly my insurance would only pay certain amounts. My insurance indicated I am NOT responsible for some of what they are not billing me for. In one case I was told I owe $425.00 by insurance but Superior is billing me $885.00. In the other case I was told I owe $580.00 but Superior is billing me $1,040.00. Insurance has requested more information on some of the charges, Superior has not responded. I have called Superior twice now and cannot get anyone on the phone. If Superior isn't going to bill correctly, and they aren't going to respond to my insurance company for more information, they do not get to then tell me I owe more. Especially when I did not call the ambulance company, I did not have a choice, and I never would have used such a dishonest company if I had had the choice. Additionally, my doctor's ****** told me to go to the nearest reputable ER, if I had known my daughters were going to be hospitalized, I would have just driven them to that hospital. A 29-mile ride in an ambulance that results in $5,000 and $7,000 in charges where the company is incapable of billing correctly and then wants you to pay what your insurance company said not to is dishonest and incompetent.

  Business Response

  Date: 07/18/2023

  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 BCBS, 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. 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, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20337808
  
  I am rejecting this response because: 

   

  Insurance asked for more information regarding one of the charges on each bills and Superior Ambulance has not responded. It is not a courtesy to refuse to reply to requests from insurance. You say that I need to appeal through them but how can I do that when I don't have the records insurance is asking for  How can I facilitate them paying?  Superior has been uncooperative in trying to get this information. I was told that insurance had to reach out to Superior but insurance has. If Superior is going to refuse to respond I can't facilitate insurance paying. 

   Superior never informed me that they could refuse to accept payments from insurance and not bill me for what insurance refused. My insurance company said I don't have to pay it. I have no proof superior is allowed to reject this. Saying so doesn't make it true. The ambulance should have said that before service. 

   

  Additionally I was told Superior did not consider the transport to be emergent. If that was the case why did Superior not say that before service?  I was told by the doctor this was emergent and I had no choice and could not drive them myself. Clearly that must not have been the case if the ambulance decided it wasn't emergent. 

  Superior has shown that they are a shady business trying to bill people without giving them information that, the person doesn't have to use them because it isn't an emergency, that they will reject insurance payments, they will refuse to respond to insurance requests for more information so insurance can decide to pay.  

   

  Additionally I didn't call Superior. The ** did. So if Superior should be billing the ** if they aren't going to provide my insurance with records. 

   

  It is also clear this response didn't even look at anything before copying and pasting a response because you referenced a single patient when I clearly stated I had two bills and two patients. 

   

  If a company actually did what they said they would and billed insurance properly this wouldn't be an issue. 

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

  Business Response

  Date: 07/19/2023

  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.
  
  The explanation of benefits that has been faxed over has been forwarded to Superiors ******************** for additional review.
  
  If there are any additional questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20337808
  
  I am rejecting this response because:

   

  I am glad it's been sent for followup. Hopefully that will address $400 on each bill. It does not address the company's shady and deceptive billing practices, the ambulance employees not saying that Superior would reject my insurance payments, not telling me it wasn't an emergent situation and I could transport them myself, taking 2.5 months to bill, or the rude response of their employees. 
  
  Sincerely,
  
  *********************************