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:12/13/2022

  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 Sept. 19, 2022, I was taken to an emergency urgent care. I was diagnosed with acute appendicitis and needed to go to the hospital. My husband said he would drive me, but they told him that I needed to be transported by ambulance. While at the urgent care, they had put me on an IV of morphine for the pain. I was asleep when the ambulance came, and they woke me up to have me sign a release form to leave the urgent care. They drove me 12 miles with no emergency lights, and dropped me off at the ** of the hospital. That was my extent with this service. A couple of weeks later, I received a bill from Superior Ambulance for the amount of $7,705.84. They told me that my insurance company would not pay this because they weren't contracted with them, and that the paper I signed was a contract saying I would pay for the transport. First of all, how on earth does this company even remotely think that a non-emergency transport of 12 miles is worth almost $8,000? And secondly, I was so drugged up from the morphine, that I wouldn't know about anything I was signing. The only work they did was roll me out to the vehicle and drop me off at the hospital door. I was already on an IV, so they didn't have to do anything! I proceeded to call my insurance company, and they said that they would pay for it, but they needed the proper billing code from Superior. They even gave me the number for them to call so that it could get handled. I made 5 calls to Superior trying to tell them this, and each person I spoke to ****** told me that it wasn't their responsibility to call me insurance company, yet they continue to bill me for the $7,705.84. My explanation of benefits from my insurance company even has on there that I am protected from balance billing, and the most that an out-of-network provider can bill me for is my co-pay. Which happens to be $500.

  Business Response

  Date: 12/14/2022

  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 ****** Market Place Plan, 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.
  
  Please have your insurance company contact Superior directly as the transport was coded according to the services provided.
  
  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.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/12/2022

  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 have not received the billing statement since October. I cannot make a payment without the myEasyMatch Code on the statement. I have called many times trying to get ahold of someone so I can pay my bill. However, no one answers the phone or calls me back using the call-back service. I have called the General Number:************, the Toll Free number: ************, and Accounts Receivable: ************. I sent an email on Nov 18th, 2022 to ******************************************************************************* stating my issue and never received a response. I am worried that my bill will go into collections since I can't make a payment.

  Business Response

  Date: 12/13/2022

  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.
  I have left you a voicemail on your number ************. Please call me back at your earliest convenience. My direct line is ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/05/2022

  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.

  My son was driven from one hospital to another for a fall. Without the ability to choose ambulance services he was picked up and driven at normal speeds obeying traffic laws from ******************************* in **** to ******************************* in *******. This was billed incorrectly as having come from ************************* and our insurance was never billed. I gave them our insurance information and the corrected driving information. We were sent a second bill which again was never sent through insurance. We never received a notice of denial from the insurance company or any notice that our insurance was billed from the ambulance company.. We were never informed the bill would be sent to collections.

  Business Response

  Date: 12/05/2022

  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 pick up and drop off location for this transportation have been updated to reflect the correct locations. Superior is also submitting a bill to the patients insurance. Please disregard any invoice received and await an updated invoice from Superior after Aetna ** processes.  
  If you have any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 12/05/2022

   
  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. But would still like this noted about this company as this is a predatory business practice designed to obtain extra money from medical emergencies.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  WAKEFIELD & ASSOCIATES ACCOUNT #**********DATE OF SERVICE: November 8, 2018 SUPERIOR AMBULANCE ILLINOIS CREDITOR ACCOUNT #******** AMOUNT: $110.08 I dispute the validity of this debt and derogatory statement on my credit report. I am a Retired Veteran with full medical benefits due to an injury sustained while on active duty. On November 8, 2018, I was seen at the VA ****** in Bourbonnais, Illinois. While there, ******************************************* called the ambulance to transport me to ****************** due to chest pains. My medical treatment and transportation were authorized by the ************************ I submitted all medical and ambulance bills I received to the VA to be approved for payment. The ambulance bill was submitted to ************* ********** Department supervisor, *********************** who contacted Superior Ambulance Service to inform them of the proper procedures to obtain payment from the ************************ also, that the Veteran, *****************************, is not to be contacted by their company for payment. However, I continued to receive phone calls and bills from Superior Ambulance Service as of March 19, 2019. Again, I submitted the Superior Ambulance bill to the ************* ***************** on April 5, 2019 for follow-up. I was informed by the VA that payment would be submitted when they receive the proper documentation including an itemized bill directly from Superior Ambulance Service. On July 12, 2019, I received a credit collection letter from ****************************, **** attempting to collect for Superior Ambulance Service. Again, I submitted this letter to *********************** at the VA to handle. After further investigation, it was discovered that Superior Ambulance Service billed my ************************* in error instead of submitting the bill to the VA for payment. Subsequently, charged the remaining balance of $110.08 to the Veteran. I was informed that the VA was still waiting to receive the required documentation

  Business Response

  Date: 11/10/2022

  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 Aetna OH, 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.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18383262
  
  I am rejecting this response because: the issue was not addressed by Superior Ambulance. The bill was sent to my personal insurance company, when it fact, it was authorized to be paid by the *********************** (VA). Superior Ambulance failed to submit the required documentation to obtain payment from the VA. Subsequently, the bill was sent to the Wakefield & **************************** and was put on my credit report.  I request that this debt be dissolved and removed from my credit report. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/23/2022

  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 Illinois, **** (Superior)reviewed the matter in question.
  As a one-time courtesy, Superior will waive the $110.08 balance and contact Wakefield & Associates to remove the account from their end.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/25/2022

  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 07/22/2022. Invoice number 22-323002. I was transported from ************************* to lake behavioral health by this ambulance service. this was a service I did not request and tried to refuse, but they took me against my will. they now want me to pay $385 which is the amount my incurrence company did not cover for the transport. I tried contacting the business several time and was hung up on on a few of the occasions. They told me to contact my insurance company and that they had my signature before they transported me. If i did sign anything, I do not remember signing anything as I was under the influence of an externally powerful narcotic sedative the hospital injected me with twice. People can not enter into legally binding agreements when they are under the influence. That is business law 101. I don't remember the name of the drug but I have it in my medical records. And I informed them of this. Superior may tried to tell you it was Benadryl wich was also given to me in addition to the above drug. Furthermore; I contacted my insurance agency *** of illinois and around **** on 10/25/22 and she advised me the ambulance company is not allowed to bill above the amount covered by the insurance company.

  Business Response

  Date: 10/26/2022

  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 Illinois, **** (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, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18312535
  
  I am rejecting this response because:

  
  

  My insurance company notified me that they submitted the wrong claim.  But if they correct it by sending in a corrected claim with an emergency room diagnosis the balance will be covered and my insurance will pay them.  
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/02/2022

  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 Illinois, **** (Superior)reviewed the matter in question.
  Please have BCBS contact Superior directly as the claim was submitted correctly on our end. This was a non-emergent transportation.Superior is unable to submit as emergent.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/25/2022

  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.

  My husband was in the several hospitals last September and had to be transported to other facilities. Due to covid we were not in any control over who did the transport. Superior transported my husband twice once on 10/11/21 and 10/13/21. We did not receive a bill from Superior until well after the 180 days had passed for us to dispute with our insurance company and Data I Sight. When we received the bill it was to the wrong address which I advised Superior of and the have yet to change our address. When I contacted Superior they advised they do not make agreements with insurance companies and we are responsible for the balance. They are charging **** for one 14 mile trip and the insurance has paid ******* for the bill of 10/13/21. The 10/11/21 bill was **** and the insurance paid ****** for a 15 mile trip. Insurance form shows **** as discount non billable. We are being billed ******* from Superior for the two bills. We had no control over transport it was handled by the hospitals both times and they had all our insurance information. We did not receive the bills timely to do a dispute and my husband has retired and no longer has the insurance. Superior should be getting paid by the insurance company or the hospital that did the arrangements. The billing seems excessive compared to the other transports my husband had all within the same distance. If Superior is not going to take the contracted amount and make agreements with insurance companies then hospitals need to know this and advise the patients. This never happened and I cannot afford to take on the burden of ******* to pay Superior. Communication is needed by hospitals and Superior, I realize we were in middle of pandemic but this is not a time to take advantage of the consumer. I would like to have the ******* waived and the amount received from insurance be accepted as full payment.

  Business Response

  Date: 10/26/2022

  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 Medical Mutual of OH and ********** the patients insurance providers. Superior is not in network with the insurance providers, 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.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18309825
  
  I am rejecting this response because:

  I had no choice in the company that did transport as to being in network or out of network. I cannot go back to insurance company because it is past the time to dispute. If we would have received the first bill timely I could have completed all forms and had Data I Sight work to pay the bill. The first bill I received from Superior was received 5//23/22 and marked second notice and was sent to the wrong address so I never received the first notice. If Superior wants further payment they need to reach out to Data I Sight and ********* or the Hospital who arranged this. I am not responsible for this and had no choice in the mater. If I had been consulted prior to the transfer and advised that Superior was out of network I would have declined transport and made sure the hospital made other arrangements. As it was I was not consulted nor was my wife. Perhaps this was because it was during Covid and they took whoever was available but again not my fault or issue. I only use doctors, hospitals and facilities in network as I know the rules of insurance. Superior also has my address wrong and I have advised them of this and that never gets changed. I ask that considering all the errors in this to please write off these charges as I should not be responsible. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 11/02/2022

  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.
  We did not send an invoice to the patient until May of 2022 as that is when we received payment from ********** We do not typically send invoices to patients until the insurance is finished processing.
  
  Again,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.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/24/2022

  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.

  My husband was transported from an ER location (***** Ridge in **************** ****) to *** in ******** **** by Superior Ambulance Services. Due to severe GI pain, he was in/out of consciousness and heavily medicated. He has no recollection of signing any agreement to pay thousands of dollars for an EMS transport at 1:00AM directed by an ER facility to a hospital 20 miles away. I followed the ambulance in at 1:00AM and no lights were on during transport. We received a surprising bill 5 months later for $2,778.89. $1,796.89 was billed to us indicating another $982.00 was paid by the insurance carrier of the hospital he was transported to. The transport is not disputed, however, in addition to creating financial hardship, the billing practice is highly questionable when it's ordered by an ER hospital without option, and a patient is heavily medicated in severe pain without recollection. The outcome of this emergency was 2 days in ER, and 10 days admission. My husband also happens to be an essential classified facilities mechanical systems and plumbing tradesman for the area hospital he was transported to. The admission and hospital stay resulted in him also being docked for pay due to the duration of his hospital stay. This resulted in a $1,792.00 pay dock.

  Business Response

  Date: 10/25/2022

  Superior Air-Ground Ambulance Service of ****, Inc.(Superior) has provided ambulance transportation to the patient. As a courtesy Superior submitted the bill for the transportation services to the patients insurance company; however, the insurance company only approved a portion of the charges billed. Superior is not in network with Coresource - OH therefore,we are not required to accept Coresources fee schedule. However, we are able to appeal with the insurance as a courtesy to see if there is any additional payment they will be willing to make.
  The patient is to disregard the current invoice until the appeal with Coresource is completed and an updated invoice is sent out.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/18/2022

  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.

  I was at a rehabilitation facility in **************** when it was determined that an infection in my knee needed to be looked at by a doctor. The facility called an ambulance. The hospital ER was literally across the street. 0.6 miles away. ********** will pay around $500 for this service. The ambulance company refused and is billing me for $3149. They lowered it a couple hundred dollars when I called out this was a trip across the street. I did not choose the ambulance, I was coherent, no one mentioned that they would charge over $3k. Had I known I would have walked across the street. I should not be subject to this extortion. All other medical providers who were chosen by a facility and not in network are subject to the No Surprises legislations, for some reason this ambulance company is not. I will pay what the insurance would pay any other ambulance company.

  Business Response

  Date: 10/19/2022

  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.
  
  The patient was paid $412.76 directly by Anthem and Superior has not yet received this insurance payment from the patient.
  
  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.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/18/2022

  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.

  Superior Ambulance sent us an egregious surprise medical bill for an out of network service. Our insurance paid the reasonable fee of $393.04 for an 11 mile trip between two hospitals in suburban ******* for my son. We were presented with an additional bill of $5,051.96, which is more than the bill we received by both hospitals for my sons care. Further, the only service rendered to my son in the hospital was monitoring his pulse during the drive. This is an outrageous charge completely out of line with a reasonable balance to charge the patient.

  Business Response

  Date: 10/19/2022

  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 Illinois, **** (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 Aetna, 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.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18240527
  
  I am rejecting this response because: the response was unresponsive. While I appreciate the ambulance company would like Aetna to pay more than the $400 they already paid, it still does not justify the arbitrary and egregious amount of over $5000 charged to me as a surprise medical bill.  Furthermore, just because a physician ordered they transport, does not entitle Superior to charge me a fee that is outside the bounds of a usual and customary fee well beyond what is reasonable for the service rendered.  Under what reasonable circumstance would a 15 minute, 11 mile ambulance ride with only monitoring pulse ox justify a $5000 out of network charge beyond the $400 already paid by insurance.  NBC5 already highlighted these egregious billing practices by Superior back in 2016.  Again, it appears that Superior is taking advantage of vulnerable patients who are unable to choose their service and forcibly trying to extract thousands of dollars of excessive payments beyond a reasonable and customary charge.  This is precisely the type of customer fraud the no surprises act and other consumer protection actions against out of network companies are designed to protect against.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  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.

  My ex wife had taken my son to the emergency room and while checking in gave her name and address. (Which the bill was sent) during this process my son was driven between facilities by ******* ambulance service (which is owned by superior) when I called after the incident about the bill, I was told that I was not responsible. The person who brought the minor in was responsible. I asked if they could send me the bill they said they could but it would have my ex wifes name on the bill BECAUSE AGAIN she was responsible party. Fast forward a few months. My ex is getting the bill to her house and throwing it in the garage and told me the bill had been paid. I then get a call from a collection agency telling me that I have been turned over for collection. Ive called ******* ambulance service several times and asked them to correct their error and they were suppose to send ME the bill so I can pay it. Ive gotten no where with their billing department. When I called at the beginning of the process the told me on two different occasion that I WAS not responsible. Which makes sense because otherwise my ex wife could take my kids to the ** every week and I wouldnt even know that there is a bill.

  Business Response

  Date: 10/10/2022

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, *********************************** Service reviewed the matter in question.
  ****** Ambulance Service has sent a request for accounts 22-141015 and 22-139618 to be removed from Wakefield and Associates and have updated the address in our system to reflect ***************************************************************************. The invoices should be received at this address within the next week.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************