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:05/06/2025

  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.

  Account # ********************* We first received a bill in December of 2024 for an ambulance ride that took place in October of 2023. Our insurance is refusing to pay for this because of the way it is coded. They want it bundled and you claim that can't be done. This is not fair that I am out ***** because of an error in how things are coded. I already pay insurance every month for this stuff to be covered. I would have refused this ride if I would have know this was going to cost me *****. We should be told up front what the cost to us is. I am a single dad trying to support my daughter I don't have ***** to throw away. I have spoken to a manager named *** who was very helpful and tried some things on her end with no luck

  Business Response

  Date: 05/06/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ***************
  (Superior) reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bills
  for the transportation services to ***, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. 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 anadditional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  **** ********
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ********************************************************************
  **********************************************************************************************************

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23290154
  
  I am rejecting this response because: there wasn't a response from the business 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/07/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ***************
  (Superior) reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bills
  for the transportation services to ***, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. 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 anadditional 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******
  ***************************

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23290154
  
  I am rejecting this response because: we've been in contact with *** and they have denied it twice because they want the bill in bulk not itemized. Superior wont re-write it so UMR will cover it. 

  If you aren't in network with my insurance than I should have been told that and given the choice to say yes or no to the ride. I pay insurance and shouldn't have to pay ***** out of pocket. UMR will cover it when it's written correctly. 

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

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is similar to the numerous other posted ************* husband recently incurred multiple Superior Ambulance trips to & from two nearby ******* hospitals (0.4 miles away).On top of what our insurance paid to Superior ($1749-2629 per trip, which I understand to be a rate much higher than their competitors), Superior is trying to surprise balance bill us directly between $60 & $468 for each ambulance ******* husband already met his ************** OOP maximum for this year, so every dollar of his medical expenses should be covered.Ive spent many hours over the last four months with both our ************** & Superior regarding this issue.BCBS denied all my appeals, stating that SUPERIOR is coding their claims incorrectly (Coding practice utilized by this Non-Participating Provider is inconsistent with current coding protocol.) & suggesting that Superior re-code their claims correctly & re-submit them to BCBS.However, Superior refuses to change their coding.Instead, Superior is attempting to surprise balance bill us over & above what our insurance paid which, it appears from complaints here, is a pattern for Superior trying to get even more money from customers on top of their high charges that insurance companies pay ******* the state of IL, surprise balance billing is illegal. The ambulance service was provided in the state of IL while my husband had already been admitted to IL in-network hospitals.I have asked Superior many times to either:1) Code the bills with current coding protocol as per state of IL laws & re-submit to my insurance company.2) Clear our remaining balance to $**** they refuse to do either, I am filing this complaint.I apparently also need to file a complaint with the IL **** of **************** of Consumer Health Insurance & the IL Office of Attorney Generals Health *********** because Superior is surprise balance billing & not following legal insurance guidelines such as the No Surprises Act.

  Business Response

  Date: 05/05/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. These claim balances are not covered under the Illinois No Suprises Act and are patient responsibility.Please advise the code BCBS is advising to resubmit the claim as. The balance for majority of the patient transports are for the pulse oximetry line item 94760.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  **** ********
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ************************************
  **********************************************************************************************************

  Customer Answer

  Date: 05/05/2025

  Complaint: 23275699
  
  I am rejecting this response because:
  

  BCBS is not providing any suggestions for new codes to use. **** leaves it up to the Provider to code correctly.
  BCBS EOB responses to Superior claims are:
  -The coding that was used for this claim has not been submitted properly.
  -This provider has already billed us for this service as part of another procedure.Therefore, no additional payment can be made. The Non-Participating provider should not bill you for the balance resulting from their coding practice.
  -"The bill for this service is a duplicate. The provider should not bill you for this.
  -For 2 EKGs for which BCBS paid $30.61 for a service for which Superior charged a whopping $400!: Charges exceed PPO allowance. or "Your Health Care Plan covers eligible services up to an allowed amount. Since this amount has been paid no additional payment can be made. You are responsible for the charges over the allowed amount.
  
  It sure seems to me that these claim balances are covered under the Illinois No Surprises Act.
  
  DETAILS ABOUT THE NO SURPRISES ACT:
  Under the No Surprises Act, the federal law bans:
  -Surprise bills for most emergency services. It covers the situation where you get services from an out-of-network provider without approval beforehand. The law also protects against surprise billing by out-of-network air ambulance services. 
  -Out-of-network balance billing for most emergency and some non-emergency services. You cant be charged more than in-network cost-sharing for these services.
  -Out-of-network charges and balance bills for certain additional services (like anesthesiology or radiology) provided by out-of-network providers as part of a patients visit to an in-network facility.
  Additionally,the federal law requires that health care providers and facilities give you an easy-to-understand notice that explains:
  -Your billing protections,
  -Who to contact if you have concerns that a provider or facility has violated the protections, and 
  -That patient consent is required to waive billing protections (i.e., you must receive notice of and consent to being balance billed by an out-of-network provider).
  ******** also has a No Surprises Act. Under Illinois law, you cannot be charged greater out-of-pocket expenses than you would have been charged for covered, in-network physician or provider services. Also, the out-of-network provider should not send you a bill.
  
  WAYS OUR SITUATION IS A VIOLATION OF THE NO SURPRISES ACT:
  -We did not give approval for the use of this out-of-network provider.
  -We are being surprised billed by this out-of-network ambulance service.
  -We are being balance billed for emergency service by this out-of-network provider.
  -We are being charged more than in-network cost-sharing for these services.
  -We are being charged and balance billed for additional services pulse oximetry, 3 lead EKG monitor, oxygen therapy provided by this out-of-network provider as part of a patients visit to an in-network facility.
  -This provider did not give us an easy-to-understand notice that explains our billing protections & who to contact if we have concerns that a provider has violated the protections.
  -We did not receive any notice of or give any consent to being balance billed by this out-of-network provider.
  -We are being charged greater out-of-pocket expenses than we would have been charged for covered, in-network provider services.
  -This out-of-network provider did send us bills that they should not have sent as per this law.

  Business Response

  Date: 05/06/2025

  These claim balances are not covered under the Illinois No Suprises Act and are patient responsibility. Please advise the code BCBS is advising to resubmit the claim as. The balance for majority of the patient transports are for the pulse oximetry line item *****.

  Customer Answer

  Date: 05/07/2025

  Complaint: 23275699
  
  I am rejecting this response because:

  BCBS is not providing any suggestions for new codes to use. **** leaves it up to the Provider to code correctly. I understand that **** has had at least two phone conversations with Superior regarding the issue with our invoices not being coded correctly.
  

  BCBS EOB responses to Superior claims are:
  -The coding that was used for this claim has not been submitted properly.
  -This provider has already billed us for this service as part of another procedure.Therefore, no additional payment can be made. The Non-Participating provider should not bill you for the balance resulting from their coding practice.
  -"The bill for this service is a duplicate. The provider should not bill you for this.
  -For 2 EKGs for which BCBS paid $30.61 for a service for which Superior charged a whopping $400!: Charges exceed PPO allowance. or "Your Health Care Plan covers eligible services up to an allowed amount. Since this amount has been paid no additional payment can be made. You are responsible for the charges over the allowed amount.
  
  It sure seems to me that these claim balances are covered under the Illinois No Surprises Act.
  
  DETAILS ABOUT THE NO SURPRISES ACT:
  Under the No Surprises Act, the federal law bans:
  -Surprise bills for most emergency services. It covers the situation where you get services from an out-of-network provider without approval beforehand. The law also protects against surprise billing by out-of-network air ambulance services. 
  -Out-of-network balance billing for most emergency and some non-emergency services. You cant be charged more than in-network cost-sharing for these services.
  -Out-of-network charges and balance bills for certain additional services (like anesthesiology or radiology) provided by out-of-network providers as part of a patients visit to an in-network facility.
  Additionally,the federal law requires that health care providers and facilities give you an easy-to-understand notice that explains:
  -Your billing protections,
  -Who to contact if you have concerns that a provider or facility has violated the protections, and 
  -That patient consent is required to waive billing protections (i.e., you must receive notice of and consent to being balance billed by an out-of-network provider).
  ******** also has a No Surprises Act. Under Illinois law, you cannot be charged greater out-of-pocket expenses than you would have been charged for covered, in-network physician or provider services. Also, the out-of-network provider should not send you a bill.
  
  WAYS OUR SITUATION IS A VIOLATION OF THE NO SURPRISES ACT:
  We did not give approval for the use of this out-of-network provider.
  We are being surprised billed by this out-of-network ambulance service.
  We are being balance billed for emergency service by this out-of-network provider.
  We are being charged more than in-network cost-sharing for these services.
  We are being charged and balance billed for additional services pulse oximetry,3 lead EKG monitor, oxygen therapy provided by this out-of-network provider as part of a patients visit to an in-network facility.
  This provider did not give us an easy-to-understand notice that explains our billing protections & who to contact if we have concerns that a provider has violated the protections.
  We did not receive any notice of or give any consent to being balance billed by this out-of-network provider.
  We are being charged greater out-of-pocket expenses than we would have been charged for covered, in-network provider services.
  This out-of-network provider did send us bills that they should not have sent as per this law.

• Initial Complaint

  Date:04/16/2025

  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.

  7-18-24 I was told that I had to be monitored so I would need to be taken via ambulance from ********* to *****************. They said I could not have my husband drive me. When the ambulance finally arrived they buckled me onto the cart and put in the ambulance. One EMT got in the back opened a cubby hole above and took something out and proceeded to the front passenger seat where he stayed until we arrived at the hospital. I watched my husband out the back window all the way to the hospital thinking It would have been more comfortable in the car and at least he would talk to me. The ***'s never said a word to me until they unloaded me at the other hospital and then they said we're taking you up to the 10th floor to your room. When we got there they unbuckled me and said theres your bed. I was so angry no doctor or nurse for about 15 to 20 minutes after I got in the room. when the nurse did come in all I wanted to do was leave. She went and got the paperwork so I could sign myself out. In the meantime my husband who was a witness to all of this talked me down and I stayed. ( My nurses were awesome during my stay ). When I received the bill from Superior Air I called to question the *** and pulse oximetry monitor portion. I was told it was my word against 2 EMT's. I told her my husband has been a firefighter for 25 yrs and was there the whole time, could see them in the front seats as they drove off and every time they turned a corner and when they got out of the ambulance. It is also my right to have a copy of any and all medical records from this company. Falsification of medical records is not something I take lightly nor being falsely charged for services not rendered. I have since filed a complaint with the fraud department and have no issues with taking this further.

  Business Response

  Date: 04/18/2025

  Please sign the attached document in order for us to release the ************ Report. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23214875
  
  I am rejecting this response because:There is no need for them to have any of my medical records unless they actually provided medical services to me.  I will send a written request for any medical records for ******************** that they say the EMT's provided on that day.
  

  
  

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

  Business Response

  Date: 04/22/2025

  Once the attached document is signed, Superior will release any records requested showing services that were provided. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23214875
  
  I am rejecting this response because: I have sent a written request via receipt confirmation to both locations for any documentation while I was being transported between 

  hospitals. I will not sign a release for anything before or after that time period. I would like to see documentation/proof that the ***'s did anything at all other than transport me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:04/14/2025

  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 husband ***** ******* was admitted to ************* on 8/13/2024 for a procedure and was expected to stay overnight. He had complications and was discharged 8/28/2024. He needed rehab and was transported to the nearest facility to our home with a ******** 5 star rating. I approved this location as he was there earlier this year. I was also told that ******** covered this expense, so agreed. ******** and New Era did pay the approved amount, as you can see on the attached file. But Superior is attempting to obtain additional funds. This is unacceptable and is extortion! They received the approved amount, which they agreed to. We do not owe them anything more. Please correct their price gouging. Thank you!

  Business Response

  Date: 04/14/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.
  
  ******** will only cover mileage to the closest appropriate facility in proximity to the sending facility. In this instance,the closest appropriate facility to ****************************** was 14.8 miles in which they covered. ******** denied the remaining 28.5 miles as non-covered which leaves a patient balance of $1,111.50.
  
  In order to appeal, Superior would need a letter from ****************************** stating *******************/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  **** ********
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  *****************************br>******************
  **********************************************************************************************************

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23196198
  
  I am rejecting this response because: *** is an Indiana resident, this was known prior to transport. He needed to be close to home. It was non-emergent and the location he was being transported to was also known and agreed upon prior to transport, by both the MD and the service arranging transport. This excessive cost is unacceptable.
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/15/2025

  Please contact ****************************** for a letter stating Millers ***********/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient in order for Superior to appeal this non-covered mileage. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23196198
  
  I am rejecting this response because:as I said if the previous rejection statement this was the closest facility to our home. This is also price gouging. It was not an emergent transport, but a scheduled transport. ******** and supplement is all they should get paid. This transport was scheduled and was stated that ******** covered it and his supplement paid the remainder due. No additional payment is necessary. 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date used service: 4/27/************ refuses to send me a monthly statement of the agreed upon amount of $84.00 even after numerous emails and phone calls. Two weeks ago I was told a new statement was put in the mail and I have received nothing. I just sent them $84.00 today but who know if it will get credited to my account. All I am asking for is a timely monthly statement like every other company sends.

  Business Response

  Date: 04/10/2025

  Attached is a copy of your most recently updated statement. 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23177486
  
  I am rejecting this response because: 

  This matter is not resolved.  Superior provided a statement that does not reflect the $84 I recently paid nor does it show that I should pay $84 a month.  They are showing to pay the entire amount which is incorrect.  I recently sent $84 a couple weeks ago and who knows where it went.  I have also filed a complaint with ************************ as this company tells you one thing on the phone and never follows through.  

  
  

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

  Business Response

  Date: 04/17/2025

  Please allow time for the most recent payment made on 4/8/25 to be posted. The statement sent in the previous response shows each monthly installment of $84 made. 

• Initial Complaint

  Date:03/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance has covered all of the costs for the account number *********. However, the ********************************************* has been requesting additional payment for several months. Please adjust your balances and stop harassing the customers.

  Business Response

  Date: 03/26/2025

  Your account has been paid in full by *****. Please disregard any invoices received. 

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mus Guler

• Initial Complaint

  Date:03/18/2025

  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.

  I received services from Supervisor Ambulance services on 09/22,/2024 from ************************ in ****** to ***************, because I was having an emergency, and the correct surgeon was not available at ***************. I was told by the hospital, that since it was an emergency, I did not need to worry if the ambulance was in network, because it would be covered by my insurance. I waited several hours to be transported by Superior Ambulance to ***************. When I was finally transported, I was treated very rudely by one of their paramedics. I was being transported from one hospital to another to receive treatment for possible staph infection, extreme pain, needing emergency wrist surgery, and abnormal heart rate. While in transport the paramedic that was supposed to be taking care of me did not take me seriously when I expressed having extreme pain in the right side of my head and that I was struggling to breathe. He then proceeded to say I was not a serious enough case for his assignment, because he only should have high health risk patients. He began talking about covid 19 and how he believed all weak people should have just died instead of all the shut downs. When I expressed how I almost died from covid 19, his response was that the lock down was not worth the loss of all the small businesses. Essentially, I should have just died.I called Superior Ambulance and told them what happened, but other than a quick apology on the phone, no effort was done to compensate by reducing my bill or giving an official apology.I never received a good faith estimate before receiving services. My bill ended up being $9,100. My insurance only paid $89.93. I already paid my portion of $1,147.51, and am now being balance billed for $7,862.56. I am being told that I will be sent to collections next week if I don't start a payment plan and pay. If this is how people who are fighting for their life are being treated, I do not feel like I can trust to take an ambulance ever again.

  Business Response

  Date: 03/24/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to Ambetter, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  **** ********
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ************************************
  **********************************************************************************************************

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23083746
  
  I am rejecting this response because: This was a generic response that is given to so many complaints on the BBB site from Superior Ambulance Services rather than taking time and really looking at what was submitted.

  The response did not address my very serious complaint of treatment. It was completely ignored. I find that very offensive on the companies part. 

  Also, no effort to freezing my account until this is resolved was communicated. 

  While I will send in the paperwork they have requested, I do not believe Superior is showing any sort of care or desire to make this right.

  I would appreciate it if the company cared about about the patient and did not treat them like an object to exploit for money and treat however they want during transport. There needs to be some form of accountability. What will stop your paramedics from treating patients like this again or worse?
  
  Sincerely,
  ******* ********

  Business Response

  Date: 03/25/2025

  Once the completed appeal paperwork is returned, your account will be on hold during the appeal process. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23083746
  
  I am rejecting this response because: It has sill not addressed my complaint of treatment while being transported. 

  I did however, go ahead and fill out and email the forms to Kira ************** ************************************************************ that she requested in order to proceed with the offer to contact the insurance company on my behalf.
  
  Sincerely,
  ******* ********

• Initial Complaint

  Date:03/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Wife was hospitalized in July of 2022 at *********************************. She required transport to ********************************, a level 1 facility, on August 3rd, 2022.Superior Ambulance settled with the insurance company in 2022. Superior Ambulance decided to send a bill in December 2024, 2.5years after the "service" was provided for $4,882.01. This was untimely billed, and a surprise. We contacted the insurance company, and was instructed that we could not appeal the bill through them since it was past there 180 days appeal window. After spending hours on the phone we were able to submit an appeal to review the bill for further payment to Superior Ambulance, as of December 19th 2024. The insurance company is still reviewing the appeal as of February 6th, ******* Wife contacted Superior Ambulance in January of 2025, explaining that an appeal was placed for further re-imbursement with the insurance company and that they should follow up with them. Additionally, it was communicated that the bill was untimely being 2.5years after "services" and they had already collected $6,232.99 from insurance. They seemed uninterested in the ongoing appeal with the insurance company, or that the insurance out-of-pocket-maximum was met for the year. Superior Ambulance was verbally rude to my Wife and unable to explain the untimely billing.On February 12th 2025 Insurance responded to the appeal stating they would not accept the appeal since it was beyond 180 days per their policy.Superior Ambulance has instead attempted collections for their late, surprise, and untimely billing ************ talking with the insurance company Superior Ambulance and other private ambulance companies refuse to contract with insurance providers so they can extort additional money from individuals. It is also unfortunate that ground ambulance have an exemption from surprise-billing protections that companies like Superior Ambulance are eager to take advantage of.

  Business Response

  Date: 03/03/2025

  Please provide the name and date of birth of the patient or the account number that appears on the invoice so we can look further into this. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23006953
  
  I am rejecting this response because: Adding account number requested by company: *********
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/04/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of **************
  (Superior) reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
  for the transportation services to ********** Blue Shield,the patients insurance provider. Superior is not in
  network with the insurance provider, and therefore not required to accept their payment as payment in
  full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the
  insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid
  amount. Please advise our customer ********************** department of the action that is taken with the insurance, so
  that we can allow time for an additional payment. In the event that no additional payment is made, our
  customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  **** ********
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ********************************************************************
  **********************************************************************************************************

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23006953
  
  I am rejecting this response because:

  Superior made no effort to respond or address actual issues identified in initial complaint. Appears to be a generic-cookie-cutter response.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This ambulance bill was unfortunately paid twice. I contacted the company on 11/15/2024 and spoke with **** and said it be awhile until they get to the refund sounded fishy to me. 12/17/2024- called again. The refund was approved. Department will mail check. Still no check!!! 2/6/25 called again -check still in process!!! 2/20/2025- called again. Was told that theres no particular time as to when the refund will be sent per *****. I am very very frustrated!!! My husband and I are both disabled and on a fixed income. This refund we are owed is ******!!! Everytime I call I get the run around. Today ***** wouldnt connect with someone who could help me further. Or the person that handles the refunds!!! I keep getting the runaround!Please, we need that money and no one will help me at Superior Ambulance!!Can you please help me???Thank you very much!!!

  Business Response

  Date: 02/24/2025

  According to our finance department, this refund check will be cut on Wednesday 2/26/25.

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a statement from my ***************** BlueCross blue shield regarding a charge from Superior Ambulance on 6/15/2024 amount of $900. Superior came out to my apartment due to me having a side effect from a new medication, checked my blood pressure with my blood pressure cuff and they left. I declined any services due to the cost for the ambulance ride. I was told I would not get charged and I never received a bill until now a statement from my insurance company. I called Superior and spoke with a representative that was not friendly and she stated they checked my vitals and came out and the cost was $900. This is ridiculously outrageous , they used my blood pressure cuff and stated it would not be a charger for anything. The representative stated she is sending me out a bill for$900 and can offer a discount amount. No one should be charged this amount for declining service.

  Business Response

  Date: 02/19/2025

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************* (Superior)reviewed the matter in question.
  Superior 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, Inc.
  *****************************br>******************
  **********************************************************************************************************

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956166
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******