2 Customer Reviews
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- Highest Rating
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Review from Danilo A
1 star03/14/2024
I recently needed to be transported to the old ****************** Hospital (Common Spirit Holy Cross). Gold Cross was the one taking me there. 3 Weeks later, they send me a bill and of course, payment is expected on receipt. Well, I called them and as I speak to the billing ***** I noticed that the payment had not been sent thru my insurance company, Aetna. So, I asked the lady to do that and to send me a revised payment with the correct balance. Within a month period, I have received 4 statements, all requesting that I pay the full amount, which, I have refused to do, because, the payment remains the same. I was also told that my account would have been put on hold for 90 days.......I'm not sure what to think of this company, but, looking at the reviews, I feel like, they just do not want to follow protocol......"Contact or file a claim with the insurance, get paid and the individual pays his portion, period....End of story!!" Billing an individual 4 times in a month, makes you desperate and makes people distrust your motives.
Gold Cross Services, Inc. Response
03/15/2024
****************-- Thank you for your review. Your ambulance transport took place on 01/23/2024 at that time we were unaware of what health insurance you had if any. As a result we mailed you a letter dated 01/30/2024 asking that you provide us with your health insurance information. In addtion to that letter being mailed we also mailed you a statement on 02/06/2024 showing activity on your account as of 01/31/2024, the practice of sending monthly statements to all patients with an outstanding balance is a standard practice for Gold Cross Ambulance.
As a result of either the letter or monthly statement being mailed to your home I can see that you made a phone call to our offices on 02/07/2024 providing us with your health insurance, Aetna. On 02/08/2024 we sent your ambulance claim to Aetna via a secure electronic connection. On 02/13/2024 I can see that you called into our office again to make sure that you provided us with your health insurance to which we responded that we had. I am not certain what prompted your phone call to us that day, but it may have been from the statement dated 01/31/2024 that was mailed on 02/06/2024.
On 02/21/2024 we received notice from Aetna that on 02/13/2024 they had process your claim and had decided to make a payment of $0.00 towards your ambulance transport. As a result of that payment (or lack thereof) from your insurance we sent you a letter indicating that you could appeal *****'s decision to not pay your bill. Unfortunately, ***** will no longer allow us to appeal a claim on our patient's behalf, all appeals must come for the patient/insured. This is why we mail this letter out so that our patients can know what their options are before they pay for an ambulance transport out of their own pocket, when their health insurance should really be paying for it. Our hope is that our letters and statements are providing for our customers a service rather than suprising them with a bill after months of not hearing from us.
On 02/27/2024 I can see that you called our office indicating that Aetna is going to reprocess your claim after you had appealed their original payment decision.
On 03/06/2024 we mailed you another monthly statement showing the activity that occured on your account up to 02/29/2024. Again this action of sending a monthly statement is a standard practice utilized by many businesses not just Gold Cross. We use this practice to keep you informed of what is going on, on your account.
Since mailing you your last statement dated 02/29/2024 we have received a phone call from an Aetna representative indicating that they are reprocessing your claim. I am not sure why your health insurance is struggling to pay your ambulance transport but we will continue to keep you informed of the activity occuring on your account through the use of letters and statements until the balance is satisified.
Please let me know if you have any questions or concerns regarding your account or if there is anything that we can do to assist you in getting your health insurance to pay on your ambulance transport.
Sincerely
************************;
Director of Billing
Gold Cross Services, Inc.
************
Review from Ramona P
1 star08/08/2023
Overpriced!!! Unwilling to work with my insurance company. They have no contract with the insurance company (Aetna) so any transportation is considered out of network. I have tried to get the insurance company and Gold Cross to make an agreement. No luck. The ambulance service in my case was more than twice the cost of my hospital visit. When I asked about their rates, they say they are charging what the state allows and demand payment of everything that the insurance does not cover.Gold Cross Services, Inc. Response
08/09/2023
This individual is filing a review against Gold Cross Services, when their ambulance transport and subsquent bill is from South Summit Ambulance. Please remove this review from our profile.
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