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:12/05/2023

  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.

  12/31/22 our 1 year old needed to be moved from ER to a ****************** due to severe covid. Superior's team was called by the hospital, and the Paramedic's were superb. A month or so later, we received a bill for $9,370. BCBS high end PPO insurance ($28,000 annual premium for family plan) paid $3,030. It seems Superior just make up whatever costs they want, and if you dont pay, they send you to collections. This is a service you have no choice but to use, and are obviously grateful, but an unexpected $6,000 bill is brutal. It seems to stem from the fact that they refuse to in network with ********** Blue Shield, so they can charge whatever they like. The fact that the largest privately owned ambulance company in the Midwest refuses to be in network with one of the largest insurance providers suggests theres an issue with agreeing fair costs between both parties far bigger than the individual patient, but the situation is leaving the patients bearing the brunt. Unfair.

  Business Response

  Date: 12/05/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, Inc.
  (Superior) reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
  for the transportation services to ********** Blue Shield,the patients insurance provider. Superior is not in
  network with the insurance provider, and therefore not required to accept their payment as payment in
  full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the
  insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid
  amount. Please advise our customer ********************** department of the action that is taken with the insurance, so
  that we can allow time for an additional payment. In the event that no additional payment is made, our
  customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4 individual occasions in the past few months I needed to be transported by ambulance. In each of these occasions Superior Air-Ground Ambulance were called to provide that service. The dates for these services were September 7, 2023, August 23, 2023, August 22, 2023 and June 23, 2023.All four of these trips were submitted to my health insurance, ********** Blue Shield, for payment. Three of the bills, those occurring in September and August were all paid in full. The trip on June 23, 2023 was only paid partially and I was given a bill for $1,461.28. I called my insurance company to figure out why one of the trips was not covered. The insurance company suggested that Superior must have made a mistake in coding the trip or other submission error. I tried to escalate a resolution with my insurance company but a supervisor told me the only way to fix this is for the provider, Superior Ambulance, to call the dedicated provider line. The insurance company assured me that this was industry standard for a provider to follow up with the insurance company to address any mistakes. I have called Superior Ambulance on numerous occasions letting them know that it does not make sense that one of the trips was not covered and that the only way to rectify the issue was for them to call the provider's line. Superior Ambulance on each occasion has refused to help to see how they might rectify this since "we get paid not matter what" and that they have no incentive to "work for you" since I have to pay no matter what. My insurance company has assured me that it is normal for a provider to phone in to fix a claim to make sure it gets paid. I have found the ambulance company to be dismissive, insensitive to my plight and not acting in good faith to do their due diligence. I am not able to solve this as I cannot change how they submit the claim. It is unfair that I either have to pay money I don't owe or have my bill sent to collections.

  Business Response

  Date: 12/05/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  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.
  
  The attached EOB denial states benefit maximum for this time period or occurrence has been reached.
  
  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, out Customer ********************** department can set up payment arrangements on the balance.  
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number ********* Date **************** was paid The service I got do not and should not be no 2.580.76

  Business Response

  Date: 12/04/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *******, Inc.
  (Superior) reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
  for the transportation services to UHC, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exorbitant and false charges. Ongoing harrassment and threats

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After an severe burn accident, my son was transported from one hospital to a specializing burn unit hospital and this ambulance service was chosen for us automatically without me getting the chance to make sure it would be covered under my UHC healthcare plan. Superior Ambulance is out of network and my insurance plan covered practically none of the bill. Our current bill due is over $3,200.00 for a trip where they took forever to get to the second hospital. I could have driven my son to the next hospital and we would have been there sooner which tells me the ambulance did not treat the transport as an emergency situation while my son needed immediate treatment for the severe burn. I also dispute the total miles driven which exceeds the distance between the 2 hospitals. I would like the total bill reduced to a realistic amount and won't consider a payment plan.

  Business Response

  Date: 11/22/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *******, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to United Health Care, 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
  **********************************************************

• Initial Complaint

  Date:11/21/2023

  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.

  I had an ambulance ride with a superior and they charged me $**** for just providing services and then $60 for a 29-mile ride, The Total was $8800. I think they overcharged me. My insurance paid **** dollars and I paid **** which brings to a total of ****. rest of the amount was let go by the superior But the price of basic **** is too much for services. My insurance provider just paid **** for this. I feel I was overcharged in my physically weak time. After I recovered from this mentally. Now I am starting to fight back. This was outrageous

  Business Response

  Date: 11/22/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield of Michigan, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  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, the account has already been discounted to the settlement amount of $4500 that was paid. The account is currently paid and closed.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20903726
  
  I am rejecting this response because: First of all BCBS -insurance did paid $**** as that is what they calculate they pay for other ambulance rides in the area. I did talk to them about this and they did said it is the average to high payment for ambulance in the area. They have paid what as a company they pay other ambulance providers. 

  And generally speaking, ******************** thinks **** is fair value for the ride, superior can charge some additional amount they feel is sufficient but **** for just providing service is not what sound like reasonable and responsible thing to do.  

  I agree to fact that they discount the total bill from **** to **** but seriously this is still not a discount. I went through mental stress due to this bill as I have to pay **** out of pocket for this. 

  If other ambulances are charging **** ***** for same 30 mile ride. Then **** is like 4-5 times more.

  
  Sincerely,
  
  Atul Angra

  Business Response

  Date: 11/22/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Superior is again encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our Customer ********************** department of the timeline of your appeal.
  
  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: 11/22/2023

   
  Complaint: 20903726
  
  I am rejecting this response because: Insurance has already rejected the appeal saying that they have paid maximum they can pay for ambulance services.  They are not paying anything more. $8800 is such a big amount for ambulance ride. Insurance paid **** for this ride as well as  I have also paid $4500 out of my own pocket which is too much for this ride. Total we paid ****

  Secondly, I have a complaint with Superior's Overcharging tactics. Superior is the one who get paid for this and that is **** for a 29 mile ride. 

  I feel superior should charge what is reasonable ( which Insurance paid ****) and refund the extra amount - $4500 which I paid. 

  
  Sincerely,
  
  Atul Angra

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Superior air ground ambulance.On March 3rd 2023 my 6 year old son woke up in the middle of the night screaming in pain and holding his side. Fearful that it may be his appendix I took him in my car to the nearest hospital located on Fort street in ******** While in the hospital he received pain medication and also had imaging done on his appendix. I was informed by the ** supervising doctor that the images were not clear. In order to obtain clearer images my son would have to be transported via ambulance to **** childrens hospital in ************. The hospital arranged the transport and I had no say in what company would be used and I had no time nor was I in a state of mind to check to see if said company accepted my Insurance. By the time my son and I where loaded into the ambulance the pain medication he received had taken affect and he was no longer screaming.The EMT offered my son her phone to watch a movie to ease his stress while we made the 40 mile drive from ******* to ************. The ambulance proceeded to ************ at regular speed while obeying all traffic lights and road laws. There was no lights and sirens or speeding. At no time was I informed by the team in the ambulance that they did not accept or work with ********** Blue shield. My son was admitted to the hospital and we stayed overnight in the hospital.The Bill I received from Superior Air ground ambulance for this unrushed drive while my son watched a video was for $9710.00. Needless to say I was shocked by this amount of money being requested for a 40 mile trip. After speaking with a representative from Superior I was informed that they do not work with ********** blue shield and I would be responsible for the any balance my insurance didnt pay. I believe $9710.00 is an obscene amount of money for a 40 mile trip.The amount of money I received from BCBS to settle this bill was less than $900. Superior is now threatening me with collections.

  Business Response

  Date: 11/09/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield of Michigan, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  Please provide a copy of the Explanation of Benefits received from BCBSM for Superior to review. Once reviewed, Superior will be able to determine a discount to be offered on this claim.
  
  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: 11/09/2023

   
  Complaint: 20845062
  
  I am rejecting this response because: I will not consider this matter to be closed or resolved until the bill is reduced to a more reasonable amount.  please find attached the *** that was requested
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Blue Cross Blue Shield of Michigan paid the policyholder $862.99 directly on this claim. There is also a $215.75 co-insurance balance as well as a $460.21 deductible balance. The total amount Superior will discount this claim to is $1,538.95.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will consider this matter as closed once I receive an amended bill that reflects the discount with a total amount due of $1538.95.  Thank you for your help in this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Superior Ambulance $2937 on 8/17 for a hospital to hospital transfer of my now deceased husband (*********** Hospital to ******** Hospital in Hyde Park). The "run number" for the transfer is: 23-335802. I paid for the transfer out of pocket via credit card. **/BS then paid the company the full amount (a little more actually: $3187) and per **/BS (reference number *********) the payment was sent on August 23. I am due a full refund and Superior Ambulance acknowledges that. However, it has now been close to 3 and I have still not received it. I have called several times and have been getting contradictory information on when I will receive the refund: initially I was told it would 2-3 weeks from my first phone-call on 10/11 since I was already slotted for refund; I was subsequently told by a different rep that the latest date would be 11/5; I was told today (11/5) by yet another rep, that it wouldn't be until the of November or mid-December (4-6 weeks from my 11/10 phone-call). The company is sitting on double-payment and this seems unacceptable. In addition, I am keeping this credit card account open exclusively so as to receive this credit (apparently a check would take an additional 90 days!) but should close it relatively soon as it has my now deceased husband's name attached. Please contact the company to help facilitate issuance of the credit which seems to be taking a needlessly lengthy amount of time to process. Additionally, two of the four reps with whom I've spoken on the phone have been quite rude--altogether not a good experience and seemingly a bit "sketchy."

  Business Response

  Date: 11/06/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts
  involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, Inc.
  (Superior) reviewed the matter in question.
  
  This refund was processed on 11/6/2023 and you should be receiving the funds back in your account within 3-5 business days.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Complaint #******** with Superior Ambulance Company has been resolved and no further action needs to be taken. The case number I was given if that is needed: 59816824F9C41 and the complaint number is as listed above.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair 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 was involved in a minor car accident involving 3 other cars. The accident was a not at fault accident. I never dialed 911 nor did I have the time to do so. Police asked me if I wanted to go seek medical attention. I refused just like everyone else involved in minor accident. Close to 2 months later I receive a bill from Superior Ambulance for close to $1,000 for coming to the scene. I never even called them. Not even sure how they got my information.

  Business Response

  Date: 11/03/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *******, **** (Superior)reviewed the matter in question.
  Superior was dispatched via 911 to the scene and due to this, there is a response charge. Superior can bill your insurance as a courtesy. Please contact our Customer ********************** department to provide your insurance information for us to bill. If you would not like to provide your insurance information, we are able to set up a payment arrangement as well.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 20819133
  
  I am rejecting this response because:I would like to reopen case. Case has not been solved yet. In following up on the situation with Superior Ambulance regarding the unsolicited billing for services at the scene of a minor accident in which I was involved, I wish to inform you of the steps I have taken thus far and the responses received. Despite my proactive approach in attempting to resolve this issue, the outcome remains unsatisfactory, further complicating this matter.Upon receiving the unexpected bill from Superior Ambulance for nearly $1,000, I immediately contacted their billing department to seek clarification and rectify what I believed to be an error. During this conversation, representatives from Superior Ambulance insisted on payment, either directly from me or through my insurance provider. They disregarded my explanations regarding the nature of the accident and the fact that their services were neither requested nor utilized by me.Subsequently, I reached out to my insurance company to discuss this charge. The insurance representatives reviewed the circumstances of the accident and confirmed that, given the minor nature of the incident and the fact that it was marked as 'not at fault,' they see no basis for Superior Ambulance's claim. My insurance company has categorically stated they will not cover this charge, primarily because their involvement was not solicited by me or, to my knowledge, by anyone else involved in the accident.It is imperative to highlight that at no point did I engage with personnel from Superior Ambulance to request their services. Furthermore, I did not sign any documentation or provide verbal consent that would obligate me to accept and subsequently pay for any service rendered at the accident scene. The absence of such an agreement, combined with the lack of any medical services received from Superior Ambulance or any other emergency medical service provider, leaves me questioning the validity and ethics of this charge.This situation raises serious concerns regarding the practice of billing individuals for unsolicited services, which can be perceived as exploitative and unwarranted. The insistence on payment for services that were neither requested nor provided is distressing and, in my view, constitutes an unethical business practice.Given these circumstances, I am seeking a formal resolution to this matter that includes the withdrawal of the erroneous bill and assurance that such incidents will not recur. I believe this issue not only affects me but could potentially impact others who find themselves in similar situations. I am prepared to take further steps, including seeking legal advice and contacting regulatory authorities, to ensure this matter is resolved fairly and justly.I trust that this detailed account provides a clear understanding of the situation and the actions I have taken. I look forward to your prompt and decisive action in addressing this issue.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/05/2024

  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.
  As a courtesy, Superior will be waiving the balance of $900. Please disregard any invoices received.
  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:10/30/2023

  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.

  On 8/13/2023, my daughter received non-emergency transportation to the hospital after someone called 911. We administered her epi pen as a precaution after she was stung by a yellow jacket. We received a bill for $2,755.00 for a 5 mile ride from downtown Milford to ********************* in ********, ********. Our insurance covered a portion and we are not sure why we were billed for the remaining and unnecessary charges. This is absurd!

  Business Response

  Date: 10/30/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield of Michigan, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. 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: 10/30/2023

   
  Complaint: 20799827
  
  I am rejecting this response because: the ambulance ride was not needed and the *** was very persuasive about transporting her to the hospital and not once did they mention insurance and in or out of network coverage.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/31/2023

  911 was called and Superior was dispatched to the scene to transport the patient to ****************************. Please attempt to appeal directly with your insurance and advise our Customer ********************** department of the action that is taken. In the event that no additional payment is made,our customer ********************** department is able to work with the patient to establish a payment plan.
  
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20799827
  
  I am rejecting this response because: I have contacted my insurance company and have requested an appeal for the amount that I was billed and am awaiting a response on same.  However, there appears to be a disconnect between Superior and my insurance company for the amount: 

    -  total bill was $2,755.00
    -  approved amount was $708.21

    -  plan paid $337.68   - the bill I received is for the full amount, $2,417.32 above this amount paid by my insurance company.  

  There is no explanation or break down of the over billed amount being sent to me for payment.  Why am I being sent an invoice for the remaining amount over and above what is allowed?  Again, I have contacted my insurance company and requested an appeal.  However, there is no explanation as to the amount that I was billed. 

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