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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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:04/01/2024
Type:Order 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 3/10/2024 I was at the ********* Casino ******* and I had a syncope incident. I did not request an ambulance or medic to come to the casino. The casino requested that a medical service respond to my incident. Superior Ambulance responded to the incident and gave me some oxygen. After 10 minutes, I had recovered enough to be taken to my hotel room by my wife. On 3/19/24, I received a bill for $800.00 for "DET911 ALS RESPONSE CHARGE". The bill requested that I include my insurance information, so that they could bill the insurance company for covered services and I would pay the balance. I returned the insurance billing information on 3/20/24. On 3/29/24, I received a new bill stating that the insurance company has paid their portion of the bill. THIS IS NOT A TRUE STATEMENT. I contacted the insurance company ********** Network) on 4/1/24 and the insurance company stated that they have not received a claim related to this incident. Superior Ambulance did not attempt to bill my insurance company. They are lying!!!!!
Business Response
Date: 04/03/2024
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 is in the process of billing your insurance. Please await a response from your insurance as well as an updated statement from Superior.
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: 04/05/2024

Complaint: 21515072

I am rejecting this response because:
To Recap:
On 4/2/24 I contacted Superior Ambulance by phone and requested a call back to discuss my bill. I did not receive a follow up call back in reference to that request.
On 4/2/24 I made the complaint to BBB and contacted my insurance company, ********* Network (BCN) to see if a claim had been submitted by Superior and they stated one had not been recieved.
Since 4/2/24:
On 4/4/24 I received a response from BBB and Superior about my complaint.
On 4/5/24 I contacted Superior to inquire if they had sybmitted a claim to BCN. The customer ********************** rep said that the claim was submitted today (4/5/24) and that it would take up to 30 days to hear back from them. I am now waiting for an adjusted bill from Superior so I can determine that the bill was corrected.
Sincerely,

*********************
Business Response
Date: 04/08/2024
Please await a response from your insurance. This can take up to 60 days for them to process.
Initial Complaint
Date:03/28/2024
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.
In November of 2023 I had to go to the ** for issues with alcoholism and I agreed to detox at their facility in a medically assisted detox at the behavioral health center next door to the hospital which is less than 1000 feet away from the ** doors in ********************** at ********************. In the ** room I was told I would need to be transported via Superior Ambulance to the behavioral health center which is again, less than 1000 feet away, no where close to even a mile. Its on the same property of said hospital. I was told I could not walk nor get a Lyft or another ride to the behavioral health center and that the ambulance service was mandatory. However no disclosure about the surprise cost of this short ambulance service was ever disclosed or mentioned that they were going to charge me $1700 for literally ************************************* into the ****** from the ** then drove about ******* feet away from the ** to the behavior health center on the same property and released me to the hospital once again. I have been transported via ambulance after calling 911 by the city of ********************************* to a hospital 3.3 miles away from my home and was charged $1500 but to see a charge of $1700 for a service that I was forced to use if I wanted treatment, without them disclosing how much they were going to ***** (this is the literal definition of gouging, forcing a customer to pay a ridiculously high cost because its required to receive medical treatment) me and charge $1700 for driving me from one building to the next building over on the same property I would have not agreed. I have been overcharged enough as it is with my medical bills and for them to have the audacity to force me into using their services and then charge a ridiculously high charge without disclosing prior to agreeing to their service is next to criminal. I paid $200 of the total $1700 because I do not feel I should be subject to this price gouging. Original charge = $1,650
Business Response
Date: 03/29/2024
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. We do not have any insurance on file for the patient please contact our Customer ********************** department to provide insurance information in order for us to bill. If this information is not available, please contact us to set up payment arrangements such as a payment plan, settlement or financial assistance if applicable.

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:03/28/2024
Type:Order 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 step father (*********************** ****) passed away 6/29/2023. He had been in ****** Hospital for weeks prior to his passing. Shortly after his death we received 2 separate invoices from Superior Ambulance both said date of service 6/29/2023 and both were for $1561.99. At first I didnt realize they were 2 different invoices so I paid one of them, assuming it was for transporting his body to the funeral home. Shortly after I paid it, I spoke with the owner of the funeral home and found out he personally had picked up the body and transported it to his funeral home. So these 2 invoices are bogus invoices, as he was not in/did not use their service to be transported anywhere. And since I learned this information and never paid the 2nd bill, they have now sent the unpaid invoice to collections. So I paid the first one and shouldnt have, and the 2nd one they sent to collections.
Business Response
Date: 03/29/2024
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 dates of service the patient was billed for were on 6/29/23 were transports from ************************** to ************************* and back for a CT Scan. These were not transports to the funeral home.

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:03/27/2024
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 daughter was taken to the ** after fainting, they found she had a few PVCs and since the local hospital didn't have a Pediactric Cardiologist to consult, they recommended she be transferred to the ******************* 33 miles away. I asked if I could drive her as she literally walked into the ** and was told it wasn't an option. She had an IV that was capped off before the ambulance ride and a 3 lead monitor on during transport. Her chart from the ** states on it, "The patient received a medical screening examination and does NOT have an emergency medical condition." Why are we being billed for Specialty ************** Base Rate 2, which is your highest level of care?! No intervention was performed during the 33 mile trip. The total cost was $9040.00. The charge alone for mileage was at $60.00 per mile totalling $1,980.00. Our insurance company paid $1268.83, which was the amount they said was standard for that service. This leaves us with a balance owed of $7,771.17. This is outrageous and is not close to what is usual and customary for the services that were provided. Superior Ambulance is taking advantage of the fact that they do not have contracts with most Insurance companies and can bill the patient for any remaining balance.
Business Response
Date: 03/29/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *********, **** (Superior)reviewed the matter in question.

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

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. 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, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:03/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Superior Ambulance keeps sending me a bill of 1300 dollars. I called the number on the bill and explained that I didn't use the ambulance transportation. I didn't even call the service. They were there because of the automobile accident. I have a police report saying that I declined the service.The person (male) told me that he was going to update it when I called. Even after (I thought I straightened the things out), they sent me the same bill again.So I sent them the police report to show that I declined the service.I still received the bill again two days ago on March 15, 2024.I just don't want them to send me a bill that I didn't use.Thank you.
Business Response
Date: 03/19/2024
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: 04/09/2024

Complaint: 21449899

I am rejecting this response because:Thank you for your quick response. According to the information I gathered from the ******************, I am ONLY responsible to pay if I were transported (to the hospital). I declined that service. Please refer to the police report attached to this email.

*************************, who responded to the BBB, does not seem to have checked who called 911. There should be a CAD record who called and dispatched the Superior Ambulance. It was NOT me ( I already mentioned that in my original claim saying "I did not even call. . .") I did NOT call 911. NO phone calls made from me on that day where the accident occured. The response charge should be billed to the person who made a call.

Sincerely,

*************************
Business Response
Date: 04/09/2024
Due to Superior responding to the scene and taking vitals as well as assessing the patient, we have deemed the response charge as valid. 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.
Customer Answer
Date: 04/12/2024

Complaint: 21449899

I am rejecting this response because:I still have three questions. Please answer them.
1. How much exactly do Superior Ambulance charge for a dispatch?
2. Who do Superior Ambulance charge the dispatch fee? In other words, the dispatch fee is charged to who?
3. How much exactly do Superior Ambulance charge for taking vitals?

Sincerely,

*************************
Initial Complaint
Date:03/14/2024
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.
Where do I start? Superior charged $11000 for a 62 mile ride. They were paid $1300 by my insurance provider and sent a nearly bullying letter demanding immediate payment. I spoke to insurer (UHC) and they indicated theyve ask Superior to not continue this practice until its confirmed no additional insurance payments will be made. Assuming Superior does this as a matter of business practice in hopes theyll be paid more than their already ridiculous pricing. UHC is reviewing now, and they will be paying the balance due. If there is any further attempt to collect from me, Ill be filing suit.
Business Response
Date: 03/15/2024
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.

********************* ******* contacted Superior and advised they will be taking responsibility for the balance of this claim. The patient balance of the claim at this time is zero.

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:02/28/2024
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.
Superior Ambulance keeps sending me bills and my insurance company has told me they've paid them in full after the deduction and there is a $0 patient balance. Now, Superior is saying there's been no reduction for insurance when insurance is saying there was a reduction.Superior refuses to speak with me on the phone with my insurance company. ******, a representative at Superior that I spoke to, said "hopefully your insurance company will call" and when I asked if I could dial them into our call he said "sure" and then as we were on hold he said "we can't talk to them actually, and it won't do anything" and then he hung up on me.I'm looking to get this resolved by Superior Ambulance Service acknowledging the attachment I have sent in this request for the reduction and their payment and a zero payment due for patient (myself). I am worried they don't care and are going to send me to collections even though my insurance company says they've been paid in full. Please help! Below is the copy and pasted text of the email (photo attached):Hello *****, The Superior Air Ground claim for date of service 6/2/23 $3912.00 was processed with a claim reduction of $3034.98, Lucent Health payment of $877.02, and zero patient balance. The Lucent Health payment was sent as a Virtual Credit Card on 12/23/23 but the card was not used. A check will be issued to Superior Air Ground within a short time. If you continue to receive bills from Superior Air Ground in the future, please contact ***** at ************ and we will be happy to assist you further. Thank you. Best Regards, **** Care Coordinator Narus Health ******************************************************************************** P | ************ E | ***************************************** W | www.narushealth.com
Business Response
Date: 03/01/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to the patients insurance provider. Under the contract between Superior and the patients insurance provider, the insurance is to pay at the contracted 30% discount. The base A0428 was to be paid at $495 yet was only paid at $369.91 and the mileage A0425 was to be paid at $678.60 yet was only paid at $507.11. This leaves a patient responsibility of $296.58.

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: 03/01/2024

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:02/26/2024
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 bill for my sons ambulance ride that took place in 2022 today and the bill I received is almost $8,000 OVER what I am actually liable for. The total billed charges were $9,655. My insurance paid $1,395.87 and left $348.97 to my responsibility for coinsurance. However the bill I received from Superior was $8,259.17! That doesnt even add up correctly. I am only liable for $348.97.I call the billing department today at 3:38pm CST 2/26/2024 and was on hold for 20 minutes and prompted to enter my number for a call back, which I did, and no one ever called me back which angers me even more.
Customer Answer
Date: 02/27/2024
The date of service was 1017 2022, but insurance did not finalize their payment until this year. I just received the bill from superior ambulance yesterday I will attach a copy of both my EOB and the bill from superior showing that it is from 2024.
Business Response
Date: 02/27/2024
Please provide the account number so we can look further into.
Thank you,
*************************
Manager of Revenue Cycle
Superior Ambulance Service
**********************
********, ** 60126

Customer Answer
Date: 02/27/2024

Complaint: 21351017

I am rejecting this response because: my issue hasnt been resolved. I would like my balance reduced to the amount my insurance eob states I owe $348.97. Account number *********

Sincerely,

*********************
Business Response
Date: 02/29/2024
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 UMR, 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: 03/01/2024

Complaint: 21351017

I am rejecting this response because I still do not feel that this balance billing is accurate or ethical. I have contacted my insurance who stated this amount did not look correct and Data iSight. The *** I received from UMR stated that the claim was processed at the end network level of benefits.

Sincerely,

*********************
Initial Complaint
Date:02/26/2024
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.
I am filing a complaint to the calling center for customer **********************. I have called numerous times waiting over 20min to try and get through someone and nobody picks up. One of the calls I went with the option of saving my place in cue and i never received a call from them. Twice they hung up on me. I continue to receive bills when I already paid online OVER A MONTH AGO! I am trying to correct this with them so I avoid getting into collections because again, I PAID! I have confirmation and all to prove this.
Business Response
Date: 02/27/2024
Please provide your account number so we can confirm this account is paid.
Thank you,
*************************
Manager of Revenue Cycle
Superior Ambulance Service
**********************
********, ** 60126
Customer Answer
Date: 02/27/2024

Complaint: 21348868

I am rejecting this response because: I need to make sure this is 100% resolved and I no longer receive invoices.
Account number: *********

Sincerely,

*****************
Business Response
Date: 02/27/2024
This account is paid in full. Attached you will find a zero balance invoice.
Thank you,
*************************
Manager of Revenue Cycle
Superior Ambulance Service
**********************
********, ** 60126
Customer Answer
Date: 02/29/2024

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:02/16/2024
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.
we discovered a double charge of $7,699.5 on a medical bill from 'Superior Ambulance Service''Superior Ambulance Service' acknowledged the error and committed to issuing a refund via check.Despite providing the updated address for the check delivery, the refund has not been received, and all attempts to contact the company have been ignored. The issue is outstanding since 6/6/2023
Business Response
Date: 02/19/2024
Please provide the updated address you are referencing the refund to be sent to.
Thank you,
*************************
Manager of Revenue Cycle
Superior Ambulance Service
**********************
********, ** 60126
Customer Answer
Date: 02/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********

The new check needs to be sent to the following address, with proof of when the check has been sent. This would satisfy our request.

*************************
***************************************;
Unit ****************************************

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This business has 2 alerts

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Superior Ambulance Service is NOT a BBB Accredited Business.