Business Profile

Ambulance Services

American Medical Response Inc

Headquarters

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Complaints

This profile includes complaints for American Medical Response Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

696 total complaints in the last 3 years.
187 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:04/15/2025
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 am writing regarding an ambulance transport I received on June 7, 2024, following a cycling accident during a charity bike ride to raise funds for people living with HIV/AIDS. I was serviced by American Medical Response (AMR) and subsequently billed $5,811.75. I am insured by *****************, with whom AMR is an in-network provider.Anthem processed this claim and paid $3,175.20, having negotiated a contracted in-network discount of $1,842.75. This left me responsible for the in-network cost-sharing amount of $793.80. However, AMR billed me $2,636.55well above the allowable balanceand denied my initial appeal for financial hardship. Despite this, I began making payments toward the amount under duress, having been told this was my only option. To date, I have paid $550 toward that balance.I also requested that Anthem appeal on my behalf, case number REQ-COMM-*******, which was never responded to by AMR.Recently, I became aware of California Assembly Bill 716 (AB 716), which went into effect on January 1, 2024. This law explicitly prohibits ambulance providers from billing patients more than their in-network cost-sharing amounts, regardless of network status. When I raised AB 716 with an AMR representative, the representative promptly reversed course and acknowledged that I should only be responsible for $793.80, and that confirmation would be ******* this time, I am requesting formal and immediate confirmation that the correct amount owed is $793.80, of which I have already paid $550leaving a remaining balance of $243.80. Ideally, I'd like them to refund the entire amount, given the extent to which I have had to fight them on it.
Business Response
Date: 05/05/2025
May 5, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE:                   Ambulance Transport
                                                BBB Case number:      23209783

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

Our office has thoroughly reviewed the consumers concerns. The rates for 911 services in the county where services were rendered, were by the local municipality. There is no repricing that can occur at an insurance carriers discretion. The rates billed are correct and valid for the services provided. Californias AB-716 balance billing regulations do not apply.

The consumers insurance carrier was previously billed and a disallowance of $1,292.75 has now been applied. At this time, the balance remains due per the consumers insurance explanation of benefits.

AMR offers zero-interest payment plans, prompt pay discounts where allowed by law, and a financial assistance program for those in most need. ************* can be reached at ************** should the consumer wish to inquire on available options.

Sincerely,

****** *.
Patient Advocate
American Medical Response
Customer Answer
Date: 05/06/2025

Complaint: 23209783

I am rejecting this response because: their response is strategically misleading, and ultimately false. I have also filed a complaint with the ******************************************, so hopefully they will weigh in on this issue. Regarding their response:

1. Their claim: Rates are set by the local municipality; there is no repricing," is half-true, but irrelevant. Some municipalities set fixed rates for 911 services, but that doesn't override state law. AB-716 prohibits balance billing, even if the rate charged by the city were $5,000 and my insurance only paid $3,000. They must accept my in-network cost share as payment in full.

2. Their claim that "AB-716 does not apply" is a deliberate deflection, and also untrue. The only reasons AB-716 would NOT apply were if my insurance was not regulated by the state (it is), the ambulance was non-emergency or not 911 dispatched (it was both an emergency and 911 dispatched), and if the service occurred before Jan 1, 2024 (it did not).

3. Their claim "The consumers insurance carrier was previously billed and a disallowance of $1,292.75 has now been applied. At this time, the balance remains due per the consumers insurance explanation of benefits," is also half-true and irrelevant. True, they have billed my insurance $3,969 and applied a disallowance of $1,292.75. However, I ALSO paid $550 toward a payment plan when I had been misinformed I owed a larger amount. They have SUBTRACTED this amount from the insurance disallowance, rather than from the $793.80 which I ACTUALLY owed.
The amount I am willing to pay - the amount I believe I am legally obligated to pay - is $243.80. This is $793.80, minus $550 which I have already paid to AMR = $243.80.

Sincerely,

***** ******
Business Response
Date: 05/21/2025
May 21,2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE:                   Ambulance Transport
                                                BBB Case number:      23209783

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns.American Medical Response (AMR) values our customers and strives to provide quality **********************.

Our office has further reviewed the consumers concerns. As previously indicated in the previous response, the rates billed are correct for the services provided. The consumers insurances Explanation of Benefits confirmed the insurance paid $3,175.20, leaving $793.80 as the consumers coinsurance amount due. The disallowance amount has been corrected on file and the consumer previously paid $550.00 towards the coinsurance amount. At this time, the current balance due is $243.80.

Should you have any further questions,please contact our customer ********************** department at **************.

Sincerely,

****** *.
Patient Advocate
American Medical Response
Initial Complaint
Date:04/15/2025
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.
December 29, 2023 being billed for charges from Prairie View for ambulance and milage. Did not receive this billing until 2024. I have repeatedly sent a copy of ********** Blue Shield of ************ information and an explanation that the deductible for me was met in July 0f 2023 and these charges should be fully covered. My married name was ****** ******, single name is ****** ******--both names have been on ********** Blue Shield of KS, fully covered. I also feel that sending this bill over two years later is wrong. I would like a zero balance due mailed to the address included and to not receive further ********. I refuse to pay what is fully covered under the insurance policy. Thank you.
Business Response
Date: 04/25/2025
April 25, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE: Ambulance Transport
BBB Case number: 23202581

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

The consumers concerns have been reviewed. Verification of eligibility was initially attempted with a response received that the consumer was inactive for the date of service of December 29, 2023. We have since attempted additional contact with the insurance carrier and have received no response. We encourage the consumer to contact their insurance carrier to obtain a proof of eligibility letter.

Should the consumer have further questions or would like to discuss available payment and discount options, ************* can be reached at **************.

Sincerely,

******* *.
Patient Advocate
American Medical Response
Customer Answer
Date: 04/25/2025

Complaint: 23202581

I am rejecting this response because:

Sincerely,

****** ****** (******--former Married Name)
Initial Complaint
Date:04/14/2025
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.
on 11/16/2024 we had an emergency and a bill came from our insurance that we owe $107 , while to our surprise, i received a bill today 4/14/2025 from AMR requesting us to pay $3642, I also reviewed dataisight data which is an independent reviewer of claim, and confirmed that AMR is over charging us by $3535, Please correct this ASAP as this is an unreasonable amount.. here is the report from Dataisight , i am willing to pay the $107 per datasight review once bill is adjusted. Here is a summary of the report but i also attached the full report for reference Provider Name: AMERICAN MEDICAL RESPONSE WEST This is the facility where you received medical ************** of Service: 11/16/2024 This is the date you arrived at the facility or office for medical treatment.Principal Diagnosis: T7840XA -This is the main condition for which you received *************** Submitted Charge: $4,607.56 This is the total amount billed by your healthcare provider to your health plan.Medicare Reimbursement: $709.67 This is the amount your provider would have received if the claim was covered by ********. Your providers charges were higher than what ******** would pay for these **************************** iSight Reimbursement Amount: $1,072.56 This is the amount determined by Data iSight to be a fair reimbursement for your provider. See important note below.The Data iSight Reimbursement Amount was determined by taking the data on your claim, processing it using standard rules used by ********, comparing it to claims in a *************** to get the amount generally accepted by providers as payment in full for the services on the claim, and then adjusting that amount to allow for the geographic location and prevailing labor costs. Here is more detail about those steps.
Business Response
Date: 04/24/2025
April 24, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE:                   Ambulance Transport
                                                BBB Case number:      23205221

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

Our office has thoroughly reviewed the consumers concerns. The rates for 911 services in **************** are regulated by the local municipality. There is no repricing that can occur at an insurance carriers discretion. The rates billed are correct and valid for the services provided. The consumers insurance policy is federally regulated, therefore Californias AB-716 balance billing regulations do not apply.

The claim was underpaid, and an appeal was submitted to the insurance carrier. The insurance carrier upheld their decision. We encourage the consumer to appeal directly with their insurance carrier if they feel a larger portion of the charges should be covered. At this time, the balance remains due.

AMR offers zero-interest payment plans, prompt pay discounts where allowed by law, and a financial assistance program for those in most need. ************* can be reached at ************** should the consumer wish to inquire on available options.

Sincerely,

****** *.
Patient Advocate
American Medical Response

Customer Answer
Date: 04/25/2025

Complaint: 23205221

I am rejecting this response because:
I understand that you provided out-of-network services. However, I wish to bring to your attention the legal protections in place in ********** and under federal law that significantly restrict the practice of balance billing, particularly in the context of emergency services.
California law generally prohibits balance billing for out-of-network emergency services. Reinforcing this state protection is the federal No Surprises Act (***), a federal law designed to protect consumers from surprise medical bills. The *** applies to most types of private health insurance, including those regulated at the federal level, and specifically addresses surprise billing for emergency services, ensuring that consumers are not subjected to unexpected out-of-network charges.
Under the ***, when receiving emergency care, patients are only responsible for their usual in-network cost-sharing, such as copayments, coinsurance, or deductible, even if the provider or facility is out-of-network. The Act explicitly prohibits providers from balance billing patients for the difference between their charges and what the patient's insurance would pay for an in-network provider.
Furthermore, my insurance provider, ***, has already processed the claim for these services and paid an amount that, based on usual, customary, and reasonable (UCR) medical codes, is above what ******** would have paid for the same services. ******** is also a federally regulated insurance program. It is therefore unclear why American Medical Response is now attempting to charge approximately four times the amount that ********* a federal insurer, would deem appropriate for these services, especially given the protections afforded by both California law and the federal No Surprises Act.

Given these concurrent legal provisions at both the state and federal levels, and the fact that my insurer has already paid a reasonable amount exceeding the ******** benchmark and according to ***, I request that you review the billing statement issued to me for the aforementioned services and ensure it aligns with both California state law and the federal No Surprises Act. I should not be held liable for any amount exceeding my standard in-network cost-sharing obligations for these emergency services.
I kindly request a revised billing statement that reflects these protections. I am willing to Pay my copay of $107.26 once I received a revised statement reflecting the adjustment.

Sincerely,

******* ****
Business Response
Date: 05/16/2025
May 16, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE:                   Ambulance Transport
                                                BBB Case number:      23205221

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

In the previous response, the consumer was informed his policy is federally regulated, therefore the Californias AB-716 (No Surprise Act) balance billing regulations do not apply. The claim was underpaid by the insurance carrier, which is reason why the appeal was submitted to the insurance carrier. The insurance carrier is non-contracted in the area services were rendered therefore any unpaid portion is the patients responsibility. At this time, the account remains on hold to allow time for insurance to process the appeal.

If the consumer would like to discuss payment options, please contact customer care at **************.

Sincerely,

****** *.
Patient Advocate
American Medical Response
Initial Complaint
Date:04/11/2025
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.
We used American Medical Response to transport our micro-preemie babies in 2021 - but this is a current issue because in the last several years - after the initial chaos of dealing with a ton of bills - I hadn't heard from them that I still owed anything, only to receive a notification that it was sold to a collection agency. The issue is - this should have been covered by our secondary insurance - ********* and American Medical Response won't give me or the collection agency the information we need to file it now, and they won't refile it themselves like most other companies would. I've tried talking to them and requesting the initial information and they refused to give it to me.Creedance collection agency doesn't even have the name of the child!!! Let alone what insurance has or has not paid. Like, what? They told me my child's name was B. ******** won't accept that.
Business Response
Date: 04/24/2025
April 24, 2025

Better Business Bureau of ******
PO Box 191279
*****, ID *****

RE: Ambulance Transport
BBB Case number: 23191102

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

AMR has reviewed the concerns raised by the consumer. As we are past the timely filing period with the insurance carrier, we have cancelled the account from collections. The consumer will no longer be contacted regarding payment for this bill. Please accept our sincerest apologies for any inconvenience this may have caused.

Should the consumer have any further questions or concerns, I may be contacted directly at **************.

Sincerely,

******* *.
Patient Advocate
American Medical Response
Initial Complaint
Date:04/10/2025
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.
On September ******* American Medical Response took my husband across a small street from an *** to the hospital and then back to the *** which is about 335ft each way. Today, 4/10/25, I received a bill in my spam email inbox informing me that I owe $6,173.77 to be paid by 5/10/2025. ******** has paid AMR and this appears to be balance billing which is illegal in ***********This may also be in violation of the No Suprise Billing Act. in **********. I want a call and an email from AMR as soon as possible ( far in advance of the bill due date. It is strange to be getting a bill six months after services were provided with a 30 day due date.
Business Response
Date: 05/16/2025
May 16, 2025

Better Business Bureau
****************
Meridian, ID *****

            RE:      Ambulance Transport
                        BBB Case Number:    23188748

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************. Many processes are in place to ensure compliance with all regulatory requirements.

AMR has thoroughly reviewed the consumers concerns. The proper adjustments have been applied and the consumer is no longer responsible for the balance. We would like to thank the consumer for bringing this matter to our attention and sincerely apologize for the inconvenience this has caused.

Should the consumer have any further questions, please contact our customer ********************** department at **************.

Sincerely,

**** *.
Patient Advocate
American Medical Response
Initial Complaint
Date:04/10/2025
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 am formally disputing the outstanding balance of $2,217.86 for ambulance services provided on July 9, 2024. On that date, I experienced a medical emergency and believed I was having a heart attack. My daughter immediately called 911, and American Medical Response (AMR) transported me approximately 11 miles to the nearest hospital.Following this event, my insurer, Priority Health, issued an Explanation of Benefits clearly stating that my financial responsibility for the ambulance service was $0.00. Despite this, I have received multiple bills from AMR demanding payment.I filed a complaint with Priority Health, and they confirmed that this constitutes balance billinga practice prohibited under the No Surprises Act for emergency services, which this clearly was. As I had no choice in the ambulance provider during a medical emergency, AMRs continued attempts to collect payment from me are, I believe, in direct violation of federal law.I have disputed this charge multiple times with no resolution. Therefore, I am demanding that AMR immediately adjust the balance to $0, in accordance with the federal protections afforded under the No Surprises Act and my insurers explanation of benefits.Please confirm in writing that this matter is resolved and that no further billing or collection actions will be taken.
Business Response
Date: 04/18/2025
April 17, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE: Ambulance Transport
BBB Case Number: 23186448

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************. Many processes are in place to ensure compliance with all regulatory requirements.

Our office has thoroughly reviewed the consumers concerns. Unfortunately, AMR is not contracted with the consumers insurance carrier. The No Surprises Act (***) deals specifically with out-of-network providers, facilities, and air ambulance services. This law does not apply to ground ambulance companies. At this time, the balance remains the consumers responsibility.

Previously our financial assistance was mailed to the consumer, and we have not yet received a response. Another application for financial assistance has been mailed to the consumer and the account has been placed on hold, pending the return of the application. The consumer may email or fax the application back to us for further assistance or may contact customer ********************** at ************.

Sincerely,

******* *.
Patient Advocate
American Medical Response
Initial Complaint
Date:04/08/2025
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.
American Medical Response has billed me $3,193.28 for an ambulance ride for which ************************ should be responsible. On 12/23/2023 the **** at the hospital where my twins were born (DOB 12/18/023) became full while they were admitted so doctor asked if we would be willing to transfer the babies since they were stable to make room for more critical patients. We voluntarily agreed to have them transferred since they were stable so that other more critical babies could stay. It was a farther hospital for us and not convenient, but we felt bad for those families so we were willing to sacrifice the inconvenience. I did NOT expect to be hit with an ambulance bill for something that was not our fault -- no good deed goes unpunished. The hospital told us to have AMR update the responsible party. As such I have made multiple attempts to resolve the issue with AMR in good faith, including multiple phone calls to the AMR ******** department, who would repeatedly tell me to wait ***** days which the account is reviewed and my concerns were addressed. Despite my efforts, I received notification that my account has been referred to a collections agency. This action was taken without resolution, adequate communication, or closure of the dispute process, which is both unprofessional and deeply concerning.This action may have negatively impacted my credit standing, which I consider unacceptable. under the circumstances. I am requesting the following: 1.Immediate removal of my account from collections. 2.A full investigation into the handling of my dispute. 3.Written confirmation that the account will be corrected and that no negative credit reporting will remain as a result of this mishandling.
Business Response
Date: 04/28/2025
April 28, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE: Ambulance Transport
BBB Case number: 23178114

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

AMR has thoroughly reviewed the concerns raised by the consumer. The review determined the account is responsibility of the facility, and the consumers insurance has been refunded. As we are past timely filing with the facility, the balance will be written off. At this time, we have cancelled the trip from collections and requested any negative reporting towards consumers credit be removed. We would like to thank the consumer for bringing her concerns to our attention and apologize for any inconvenience this may have caused.

Should you have any further questions, please contact our customer ********************** department at **************.

Sincerely,

****** *.
Patient Advocate
American Medical Response
Customer Answer
Date: 04/28/2025

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. Thank you for taking the time to review and respond to the claim.

Sincerely,

**** ************
Initial Complaint
Date:04/08/2025
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.
This company has great lobbyists. Great example of "American" "Garbage". I imagine they have no "American" values at all. It's hard to compare a company this low to compare to. Mind you we have no choice in our county who the provider is unless its ***** Charge me $1800 for driving 4 miles..... providing a taxi service for my son going to the hospital when he should have been arrested? That is not medically necessary / bi-product of the "Pussy" cops we hire in our county. Tried to negotiate "NO" they won't. "Not Policy" They blame my insurance company. My insurance company says AMR won't negotiate. Insurance denies it. After a terrible customer ********************** experience with a *** that obviously had little training she told me it is our "policy" to help... but offered NO HELP. Payment plan isn't sufficient with my funds. Then they tell my with my income I should be able to afford this. I offered a lump sum settlement and was I have a feeling the people won't be in business for very much longer and I will celebrate the end of the theft. I'm asking for a reasonable lump sum payment for the services. If not I'll slow pay to my grave. Go negotiate with insurance.
Business Response
Date: 04/18/2025
April 18, 2025

Better Business Bureau
PO BOX 191279
*****, ID *****

RE: Ambulance Transport
BBB Case number: 23174589

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.

Our office has reviewed the consumers concerns. Due to insurance being out of network, the consumer is responsible for any unpaid portion. At this time,the balance remains the consumers responsibility.

AMR offers interest-free payment plans, prompt pay discounts where allowed by law, and a financial assistance program for those in most need. ************* can be reached ************** if the consumer would like to inquire on available options.

Sincerely,

****** *.
Patient Advocate
American Medical Response
Customer Answer
Date: 04/24/2025

Complaint: 23174589

I am rejecting this response because: Your the only option for services in the area. If there was an in option In Network I would be willing to accept the response. If you did not refuse to negotiate an affordable payment plan or lump sum settlement I would accept this response. So far the facts tell me you are the only option in our area and you refuse to negotiate. Therefore this appears to be a sort of disgusting display of exploitation of your customers into financial slavery. I will be paying what I can afford and ultimately imagine Ill be negotiating with your collection agency. Youre welcome to contact me and negotiate a reasonable payment plan or lump sum settlement.

Sincerely,

***** ******
Initial Complaint
Date:04/07/2025
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.
Broke my leg 12/30/23 and took a ride on an AMR bus. For the next 15 months, I have been fighting AMR to bill my insurance.- Every ***** days they reject my insurance.- Every ***** days, I call them, and they ask for front/back of my insurance card, again and again and again.- ************ carrier customer support contact also calls **************** every ***** days, again does the same thing.- AMR never even attempts to bill my insurance. ************ carrier never receives any claims from AMR.- ***** days later, AMR sends another rejection letter stating my claim was denied for "insufficient information".Their customer support people are useless and outsourced. ************ carrier advocate has called dozens of times on my behalf, and still AMR refuses to even attempt to bill my carrier.This has been going on for almost 16 months. Completely unacceptable.
Business Response
Date: 04/18/2025
April 18, 2025

Better Business Bureau
PO Box 191279
*****, ID *****

RE: Ambulance Transport
BBB Case number: 23174146

Dear Better Business Bureau,

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************. Many processes are in place to ensure compliance with all regulatory requirements.

Our office has thoroughly researched the consumers concerns. Due to the age of the account, we are past the timely filing limits and have written off the total charges. The consumer is no longer responsible for payment and will receive a zero-balance invoice. Please accept our sincerest apologies for any inconvenience this may have caused.

Should the consumer have any further questions or concerns, I may be contacted directly at **************.

Sincerely,

******* *.
Patient Advocate Team
American Medical Response
Customer Answer
Date: 04/18/2025

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:04/07/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 a microdiscectomy surgery in 2023. On 9/5/23 I went to a PT appointment, and I felt severe pain and screamed out during the session while the therapist was trying to adjust me. My session was then halted. That night, I was in extreme pain and throwing up. I called 911 and the operator stated that this was an emergency and would instruct an ambulance to come take me to the hospital. When the ambulance arrived, I managed to make my way to the front porch with the help of my ******. There were two women from AMR that came to assist me. They barely helped me walk to the van. The ride was very unpleasant and created more pain due to being in that position as well as the bumpiness of the ride. The woman in the back of the ambulance took my vitals but she kept having to ask how to put the blood pressure cuff on my arm. They were not sympathetic to my situation and the experience was awful. When I arrived at the hospital, they had to assist me off the stretcher to get me in a wheelchair and they wanted to do a CT scan right away. The doctor came in eventually, performed an assessment, and informed me of my CT results. At this time, the medicine had alleviated some of my pain.Anthem BCBS has stated numerous times to AMR that they will not pay the claim because AMR keeps sending the wrong billing code. AMR has reviewed the bill multiple times but is insistent that the billing code is correct according to their procedures that it was not an emergency. ****** requires the correct code in order to pay it. I have been threatened by AMR that they will send it to collections. ****** and I have reached out to the provider multiple times the past year and a half and requested that they re-code the claim and they are refusing. AMR refuses to process the claim correctly. This charge needs to be written off by AMR, due to no fault of mine. All my documentation I have attached shows that it was an emergency.
Business Response
Date: 04/18/2025
April 18, 2025

Better Business Bureau
***************
Meridian, ID *****

RE: Ambulance Transport
BBB Case Number: 23171546

Dear Better Business Bureau:

Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************. Many processes are in place to ensure compliance with all regulatory requirements.

Our office has thoroughly reviewed the consumers concerns and confirms that the claim was billed with the correct national standard coding for the services provided. The consumers insurance carrier is incorrectly denying the level of service provided and not following Federal CMS guidelines. This is an issue isolated to this one insurance carrier and fully within their control. AMR cannot bill with codes that are not appropriate for the service provided.

The consumer is encouraged to appeal with their insurance carrier. AMR offers zero-interest payment plans, prompt pay discounts where allowed by a law, and a financial assistance program for those in most need. Customer Care can be reached at ************** should the consumer wish to inquire about available options.

Sincerely,

***** *.
Patient Advocate
American Medical Response
Customer Answer
Date: 04/24/2025

Complaint: 23171546

I am rejecting this response because: I have the most common medical insurance and I find it hard to believe that they are the ones at fault here. This can not be the first time my insurance is having to work with this company. AMR and my insurance have spoken numerous times the past year and a half. I am stuck as the middle person being told by my insurance that I do not owe anything, but then AMR is stating that I do need to pay. When I speak to my insurance they tell me AMR are the ones that need to correct their billing code and they are at fault. Then when I speak to AMR, they blame it on my insurance. AMR needs to contact my insurance on what the correct action needs to be done following all appropriate guidelines on both of their parts. This has been absolutely absurd and if everyone else with my insurance is having to deal with this, it's ridiculous. I have never experienced this much trouble between my insurance and a medical company. Honestly, AMR makes me not want to ever call 911 for an emergency due to all of this and that is terribly sad. If I see AMR show up in the future I will 100% send them away.

Sincerely,

******** ****

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American Medical Response Inc is NOT a BBB Accredited Business.