Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

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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.

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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:05/01/2023
Type:Customer Service 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.
My insurance has been back and forth with this particular company and they keep saying over and over they haven't received the money from my insurance when I know well my insurance sent them a check twice and processed this claim I have the paper provided my that they processed the claim a second time this company won't stop billing me I need this really need this resolved I have been talking with this company and my insurance the past 4 months now I am overwhelmed
Business Response
Date: 05/02/2023
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.
Please have ********** Blue Shield of Michigan contact Superior directly with the check number, check date and check amount that was sent as Superior has not received any funds for this account as of yet.
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: 05/03/2023

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:04/26/2023
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 November 28, 2022 my son was playing football in the ***** Division 5 Championship game when the broke both bones in his forearm. A Superior Ambulance was on site and made the initial determination that both bones were broken and he would need to go to the hospital. The Driver presented two options: 1. they could take him to the hospital but there would be a charge or 2. they had stabilized the arm and we could take him to the hospital ourselves. We chose the later.5 months later (4/13/2023) we receive an invoice to pay $150.75 and they have already charged our insurance $299.25. The service line indicates DET911 BLS RESPONSE CHARGE of $450.00.* There was no 911 call * ***** contracted with Superior Ambulance to cover the championship games all weekend * I did not accept their ambulance service nor did I call for their service as it was provided by *****.
Business Response
Date: 04/27/2023
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 was dispatched via 911 to the scene and due to this, there is a response charge. As a courtesy, Superior submitted the bill for the transportation services to BCBS of Michigan, 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.

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: 04/27/2023

Complaint: 19984344
I am rejecting this response because:
The business has provided no proof that Superior was dispatched via 911. The event took place at ********** in ******* and the Ambulance was parked in the Tunnel near the locker room area the entire time that the game was being played. The Ambulance staff stabilized the forearm with a splint and wrap (which ************************************** said was too tight).
If the charges were related to the services provided that could be an acceptable argument but the basis of my argument with these charges are that this ambulance service is double dipping in that they were paid by MSHAA to be at the event for multiple games (Not just the division 5 game where this occurred). There were other injuries in other games, were those people also charged this Response Fee?
If proof of the 911 call could be provided I would encourage the business to provide it. Not to mention there was a discussion with the driver about whether there would be any charges if we transported my son to the hospital ourselves. There is clear deception at work here. Was the ambulance staff questioned about this incident during the investigation?
Please review the link: ******************************************* at 12:36 is when the incident occurred. This was the third game of the day and the Ambulance was already onsite. If 911 was called how was the ambulance already in the tunnel of ********** when my son came off the field?
Sincerely,

***************************
Business Response
Date: 05/01/2023
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.
Again,we are encouraging the patient to contact the insurance company to appeal the unpaid amount as we are not contracted with your insurance. 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, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 05/03/2023

Complaint: 19984344

I am rejecting this response because I have been instructed not to pay this amount by the ******** ******************************** who is working with ********** to resolve the situation as they also feel that these charges are not accurate.
In addition I have reached out to my insurance provider and reported this claim to the fraud, waste, and abuse department.
The Claim attached clearly shows that $321.75 was covered by ********** and $128.25 for the patient responsibility.
The bill (previously attached) shows only $299.25 was covered and a patient responsibility of $150.75
This appears to be an obvious attempt to fraudulently over charge $22.50 by indicating that the insurance company covered less than it actually did. Not to mention there has been no evidence submitted to prove that the organization actually responded to a 911 call.
Obviously this company has no intentions of resolving this complaint through BBB so we will take other courses of action. Yesterday I submitted (in writing) a validation request pursuant to 15 USC ****g Sec. 809 (b) of the ***** and copied the Federal Trad Commission.

Sincerely,

***************************
Business Response
Date: 05/04/2023
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 balance of this invoice has been waived. The patient balance is now zero.

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: 05/04/2023

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:04/20/2023
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.
On October 3 I went to the ************** Hospital with abdominal pain. They didnt have a surgeon on staff to do the surgery so I was told by the hospital I had to be transported via ambulance to another hospital. About a month later I received a bill for almost $2600 to be transported 4 miles, I have contacted other private ambulance services in the area and was told their rate is less than half. But ****** has a contract with Superior so I didnt have any option. I have tried numerous times to contact Superior Ambulance about this bill and wait between 1.5 to 2 hours on hold before ever talking to anyone. When you do talk to someone they just say they will send the bill to a supervisor to review it. After the supervisor reviews the bill they simply send another bill and threaten to send you to collections.
Business Response
Date: 04/20/2023
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 Common Ground Ins, 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
**********************************************************
Initial Complaint
Date:04/15/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Superior Ambulance Service is attempting to double-bill me. I paid the bill online using the instructions on the invoice I received. I was provided with a payment confirmation number. Two weeks later, I received another statement saying that the bill was past due. I believe that this is an attempt to defraud a senior citizen.
Business Response
Date: 04/17/2023
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.
Any time a payment is made, please allow time for it to be posted to your account. The invoice crossed in the mail prior to the payment being posted. Your account is paid and closed.
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: 04/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me.
However, if I should receive any further invoices from Superior Ambulance Service, I reserve the right to file additional complaints.

Sincerely,

*********************************
Initial Complaint
Date:04/15/2023
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 June 3,2022 I was taken by ambulance after calling 911 to ********************** However I requested they bring me to **** which is also just 1.5 miles away since that was where my ongoing care team was where I was being treated for a bacterial infection in my spinal cord. Northwestern told me that I needed to be transferred back to **** to get the proper ongoing care from the medical team that was treating me and they ordered an ambulance to transport me 2 miles to **** hospital. I didnt have any choice in the ambulance company they ordered and found out months later that Superior Air and Ground charged $7,495 and are out of network. My insurance paid $2,554.84, which is more than customary considering the extremely short distance between hospitals. Superior never sent me a bill in the mail notifying me that I owed them anything additional. All I received was an EOB from BCBS, but never once a bill from Superior. They now sent me to collections and I think I that theyre attempt to collect another $4,940.16 from me is egregious and breaks the law around medical billing since I never was billed before they sent me to collections. Please please help me with this as I have been researching this company and they have a track record of gauging patients on out of network ambulance rides.
Business Response
Date: 04/17/2023
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 sent 4 invoices to the address provided by ************ which was **************************************************************. Please confirm your correct address and Superior will remove from collections and re-send the invoice as well as re-start the billing cycle.
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: 04/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and appreciate their prompt response however I found that they never included my unit number when mailing invoices to me and then they sent me to collections when they never sent to the proper address. So I now have the copies of past invoices, and they took me out of collections, but still have to scramble to pay $4940 bill with zero notice since I never received a bill previously and they refuse to negotiate down the egregious amount charged which is 2.5X the average ambulance charge of any other company.

Sincerely,

***************************
Customer Answer
Date: 04/19/2023
I cannot say my complaint is resolved because I believe that this company is taking advantage of innocent consumers by not contracting with insurance carriers so they are deemed out of network and then they are free to price gauge and go after consumers at their greatest time of need: when they dial 911. The reviews on BBB and other sites fully support this in mass volumes. This company will not negotiate pricing to the reasonable and customary ambulatory charges for anyone and instead choose to ruin the credit of thousands of people by sending them to collections. They sent me to collections after sending invoices to an address missing my apt number therefore **** never delivered any of them. Now, they refuse to negotiate the balance of $4,940 after already receiving over $2,400 from my insurance company. In total they charged $7495 for a 4 mile ambulance ride. This is criminal. So no, I cant confirm that my compliant is resolved and I want my review and experience to be shared so that others can avoid Superior at all costs. Thank you.
Business Response
Date: 04/21/2023
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 removed the patients account from *********************** and has restarted the billing cycle on this account. We have offered a payment plan to the patient in the amount of $411.68 for 12 months.When the patient called with a **** representative on 4/18/2023, the **** representative advised the patient is able to appeal the balance with them. We are advising the patient appeal the balance with insurance.
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:04/14/2023
Type:Customer Service 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 2/1/2023 I was rushed to the emergency room with symptoms of a stroke. It was quickly determined that I was indeed having a stroke and needed to be airlifted to another hospital that could treat me. The air ambulance ride lasted about 15 minutes, and I was rushed into surgery. My insurance was billed by Superior, an out of network provider, but they paid the total allowable amount. My insurance company also provided me with information about the "No Surprise Act," and my protections against balance billing. They stated that under this federal protection Act I could not be billed more than my cost share which was zero. Imagine my surprise when I open the mail and receive a bill for $17k (the balance after my insurance payment). This is a blatant violation of the "No Surprise Act." To which air ambulance providers are banned from balance billing. Insurers and providers are also required to have information pertaining to the "No Surprise Act," but this unethical company did not provide this and there is no resources on their website. This is another violation under the "No Surprise Act." I have contacted the "No Surprise Act" help desk to file a complaint. I will also be filing a complaint with the ******** ********** of ********** and possibly seeking legal counsel if they continue to balance bill me.
Business Response
Date: 04/14/2023
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Air Superior Ambulance Service (Superior) reviewed the matter in question.
This claim is covered under the No Surprise Act.Please disregard the invoice received.
If there are any further questions, please contact Customer ********************** at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 04/14/2023

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. However, I would like a statement in writing that I am not responsible for the balance.

Sincerely,

***********************
Initial Complaint
Date:04/13/2023
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.
My wife was wife hospitalized at ************** hospital from 2/15/23 to 3/08/23. She was diagnosed with Bile duct cancer stage 4 metastasized. She was too weak to start Chemo so they told us they would start radiation to try and shrink the 6cm tumor that was blocking the Billiary gland from properly drainng the waste from the liver. They said her first treatment would done on 2/28/23 at the ****** next door on the campus and she would be wheel chaired over and back by an orderly., just like she was with all of the other numerous scans,mri, x-rays and the two surgeries to place a billiary catherer; they botched the first one. I opened a bill from Superior Ambulance and to my surprise instead of taking her over to ****** center on 2/28/23, which is 528 feet from the hospital , someone contacted Superior Ambulance to come over to the hospital and take her there for her appointmant which lasted 15 minutes. The bill was ***** , BCBS paid ****** leaving a bill of ********. I contacted Superor Ambulance with my complaint ,which was a waste time and they wouldnt tell me who at the hospital authorize the serice nor would tell who to contact over there. I have power of attorney over her heathcare decisions and they hade my contact and no called and wife was lethargic at the tiime. She told later on that day that hosptial staff took her over the ****** center. My wanted resolution for this complaint is to have Superior Ambulance to seek payment from ********************* because if they contacted me I would have not authorized this , I would have came and took her over to the ****** Center myself just lke I did for her other 7 appointments for Radiation . Btw the radiation didnt shrink the tumor but it did take away her sense of smell and her appetite which result in further weakness and weight loss. She hasnt had solid food in over a month. If this isnt the correct platform for this complaint could please direct me to right place for this complaint. .
Business Response
Date: 04/14/2023
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: 04/14/2023

Complaint: 19934322

I am rejecting this response because: I asked Superior Ambulance customer servce rep on April 13 for the physican that called for their and was not giving the name. The physician and South ***************** knew what network the patient was in, she had hospitalized there since Febuary 15,2023 and had contact on more than one occassion with BCBS . Im sure they knew Superior Ambulance was not in her network and they were also aware of their history of over charging clients per the other complaints already filed on BBB. The physician team told myself, her husband , my sister and the patient that she would be brought down from the second floor of hospital and transported to the ****** center by wheel chair for her radiation treatment ' There was no reason for a private Ambulance service to conducting any kind of non-emergency service for an inpatient that getting treatment on the same campus , the ****** Center is 528 feet from the hospital and even if the patient had arthorized the transport you charged over ****. Now I will ask again who at South Suburban Hospitlal authorized your service I can continue to pursue this because you wont be get anything fron us and we arent worried about the bill going into collection ,our time will focus on prolonging the patients life since her ****** diagnosis is poor. We will not be harrassed about a mistake a physican at South Suburban hospitial made, we did not authorize your service and were lied to by the staff at the hospital . Seriously ,**** for non-emergency work that the hosptial orderly was supposed to do?
Sincerely,

*************************
Business Response
Date: 04/18/2023
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 is again suggesting the patient contact their insurance to appeal the unpaid balance. In the event the appeal is unfavorable, please contact our Customer ********************** department to set up a payment plan or settlement.

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:04/12/2023
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.
Date of service: 10/12/22.Date: 11/9/22: I paid $458.91 plus $382.18 = ****** Date: 11/29/22: BCBS paid $1815.30 after I disputed their denial.Since December, 2022 I have been trying to get reimbursed with no success. I was originally told 4-6 weeks and waited and I again began calling.I am told that a customer ********************** rep emailed management. No response.I called today and spoke with an unpleasant male who dismissed me saying they are back logged without him even looking at the record to comprehend I am almost 5 months out without reimbursement.I asked for a supervisor and was sent to a voice mail. I left a message for someone named *****. No return call. I emailed corporate compliance 4/11/23, no response.This failure to reimburse me at over 18 weeks is fraudulent on Superior Ambulances part as they received my money along with insurance.
Business Response
Date: 04/13/2023
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 submitted a refund in the amount of $841.09 on 4/12/2023. Please allow 3-5 business days for this amount to be placed back on the original 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:04/10/2023
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.
For Superior Ambulance Service date 10/20/22 account 22-467730 accepted my Anthem BCBS PPO insurance payment of $1272 to reduce my $8,800 bill to $6,700 and to further reduce my bill to $3900 if paid by 4/17/23. This is still an exorbitant fee and is still approximately 8 TIMES the national average cost of emergency ground ambulance services. Its unfortunate a business is allowed to exploit emergency services and bill customers such high costs compared to other ambulance services for the same care and services, while going unchecked by government entitites. My original bill was roughly 17 TIMES the national average of emergency ground ambulance fees. *I am still waiting to receive copies of the agreement I supposedly signed while under the influence of serious mind altering medications. I initially requested the documentation via email on 3/21 to *********************. Repeat phone call follow up on 3/29 via phone call to ********************* showed nothing was sent out from medical records. Email on 4/10 to ***** states documents were mail on 3/29, I have yet to receive.*Federal law states new unpaid medical debts wont be added to credit reports for a full year after being sent to collections. Then even after that if the bill is settled the credit score will be unaffected immediately upon settlement. Due to this, I am willing to be patient and remain steadfast in seeking further reduction. I am offering a fair and good faith offer of $1,272 paid in full to fully settle the bill. This is on top of the already paid funds ($1272) from my Anthem BCBS PPO insurance plan.This will be a total of 5 times more than the national average for emergency ground ambulance services. Continuing to price ***** customers while unchecked by authorities even after receiving just under $14 million in PPP loans that were forgiven is borderline theft and should be investigated by the US *** and the Office of the Inspector General who I will also be contacting regarding the billing practices
Business Response
Date: 04/11/2023
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 Anthem 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: 04/11/2023

Complaint: 19919480

I am rejecting this response because:
I have already contacted my insurance, as you should see in my file. They processed the claim correctly for emergency services and paid the amount that is standard for emergency ground ambulance services. Also I have requested a copy of the documents I supposedly signed while under the influence of: fentanyl 150mcg, toradol 30mg, dilaudid 2mg, ketalar 46 mg, and lorazapam 1mg. I have left 2 messages for the medical records department, and sent 2 emails asking for help to my customer ********************** representative. If the forms were sent out 3/29, then I should have them by now. Also my emergency contact/spouse was not contacted by your company to ask for consent to services. I clearly was not of clear mind to male these decisions independently.

Luckily, recent federal law states new unpaid medical debts wont be added to credit reports for a full year after being sent to collections. Then even after that if the bill is settled the credit score will be unaffected immediately upon settlement.

Due to this, I am willing to be patient and seek further reduction. I am offering a fair and good faith offer of $1,272 paid in full to fully settle the bill. This is on top of the already paid funds ($1272) from my Anthem BCBS PPO insurance plan. This will be a total of 5 times more than the national average for emergency ground ambulance services and is MORE than a fair amount to close out the account as PAID IN FULL.
To continue to price ***** customers continuously while unchecked by authorities like this even after receiving just under $14 million in PPP loans that were forgiven is borderline theft and should be investigated by the US ********** of ******* and the Office of the Inspector General who I will also be contacting regarding the billing practices. These departments are my next step if you do not make a good faith attempt to work with me further to resolve this matter.
Sincerely,

*****************************
Business Response
Date: 04/11/2023
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.
A settlement of $3900 split into 3 payments was offered as payment in full on 2/15/23. Superior is not able to accept $1272 as payment in full for this account. We are again suggesting the patient contact their insurance company to appeal the unpaid amount.
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: 04/11/2023

Complaint: 19919480

I am rejecting this response because:
I still have not received documents I requested on 3/21/23. Our US mail came again today and documents were not in our bundle. Can you please email them to me, or attach them to this thread. Thank you for putting in writing what was offered to me as a settlement, everything up to this point has been verbal. I do appreciate your prompt responses.

Sincerely,

*****************************
Initial Complaint
Date:03/27/2023
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.
allegedly on 01-14-2023 someone called 911 for an ambulance to my address. I did not need an ambulance nor did i call for one. After receiving a $ ****** bill from them i called to dispute this charge, they told me anyone could have called, someone walking past, a disgruntled neighbor, anyone but I would be responsible. if so someone could call every day , no one can afford that. Had i needed an ambulance i would have went with them and my insurance would have covered it! I cannot be held responsible for the actions of some unknown or known person. also they misspell my name so they did not even see an ID.
Business Response
Date: 03/28/2023
Can you please provide a copy of the invoice or the run number that appears on the invoice? We are unable to locate.
Thank you,
*************************
Customer Answer
Date: 03/29/2023

Better Business Bureau: the invoice number requested is 23-21688

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

Sincerely,

*****************
Customer Answer
Date: 03/30/2023

Complaint: ********

I am rejecting this response because:
complaint number ******** was not meant to be closed out as no resolution has been reached. i was attempting to send information requested the account number on the invoice **********

Sincerely,

*****************
Business Response
Date: 03/31/2023
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 was dispatched via 911 to the scene and due to this, there is a response charge. Superior can bill your insurance as a courtesy. Please contact our Customer ********************** department to provide your insurance information for us to bill. If you would not like to provide your insurance information, we are able to set up a payment arrangement as well.
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: 03/31/2023

Complaint: 19853302

I am rejecting this response because:they have already billed my insurance and was rejected. They need to bill the person whom called for an ambulance, not i

Sincerely,

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

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Superior Ambulance Service is NOT a BBB Accredited Business.