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Business Profile

Ambulance Services

American Medical Response Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ambulance Services.

Complaints

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

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    Customer Complaints Summary

    • 692 total complaints in the last 3 years.
    • 183 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/01/2022

      Type:Billing Issues
      Status:
      Answered
      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.

       
      Complaint: 18491040

      I am rejecting this response because:

      1) American Medical Response (AMR), an ambulance service, sent my adult son to collections for a $2400 bill only 6 days after they transported him while he was in a catatonic state and suffering from an anxiety-OCD disorder. They never even billed the health insurance company, nor attempted to simply bill us before sending his bill to collection even though they later found they had correct billing information. 

      2) Despite my complaints and expressed concerns about his mental state, they refused to withdraw my son's account from the collection agency for months, knowing that their continued threatening correspondence was an additional stressor on my son's condition.

      3) *************** paid most of the bill, it took many months for them to acknowledge their error and it took far too long to get their staff to make a clear decision to zero the $250 balance on the account, a minor concession for the trouble they had caused.

      4) We are satisfied that they have forgiven the $250 balance, but do not feel that they have earned their false claim that: "American Medical Response (AMR) values our customers and strives to provide quality service." Such a claim is an inappropriate whitewashing of institutionalized unfair billing practices, and I cannot accept such a denial of their responsibility for inappropriate, and even inhumane treatment of their patients. 

      I pray that no one in our family ever finds themselves dependent upon their services in a time of need again. Companies that provide emergency services are like monopolies: you don't have much choice but to use them when your life is on the line. So, their commitment to quality service and the higher good of the public they serve must be all the greater. AMR doesn't have the corporate philosophy or commitment to quality service to earn the public trust. They utterly failed to provide humane service on a dozen occasions before rectifying the problem after six torturous months. I simply can't call that "valuing our customers" or "striving for quality service". Hogwash.

      Sincerely,

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

      minutes away. We responded to this collections abuse by speaking to over 10 contacts at AMR from the billing department to regional managers and directors, and none of them was able to cause the collections notices and harassment to stop until 5 months later. If AMRs abusive billing practices had been an innocent mistake, they would have corrected the problem immediately. Instead, the threatening letters continued as if my son had been the problem and no formal apology was issued until late November, 5 months after our complaint about the aggressive billing practice. Clearly, such billing practices constitute an inhumane victimization of those most vulnerable. FIVE MONTHS AFTER SERVICES WERE RENDERED, THEY HAD STILL NOT BILLED OUR INSURANCE INFORMATION THAT HAD BEEN GIVEN TO THEM IN OUR FIRST CONVERSATION IN JULY, AND COLLECTION NOTICES WERE STILL COMING. There is a clear problem AT A CORPORATE LEVEL, AND THEIR FALURE TO EMPOWER THEIR EMPLOYEES TO ADDRESS OBVIOUS BILLING ABUSES.

      Business Response

      Date: 01/13/2023

      January 13, 2023

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

                  RE:       Ambulance Transport
                              BBB Case number:      18491040


      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 service.

      We have reviewed the consumers concerns and determined the account has been resolved.   Upon review, the account was cancelled from collections,billed to insurance and balance of $250.00 was waived.  We would like to thank the consumer for bringing his concerns to our attention.

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

      Sincerely,


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

    • Initial Complaint

      Date:11/18/2022

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 18436936

      I am rejecting this response because:

      This is exactly the same thing this business told me the last two times I complained to them about not correctly billing my insurance.  ********** they said they would do so and both times they apparently either did not, or they billed the wrong insurance company.  I will believe that they have correctly billed my insurance when I receive an EOB from my insurance company. Meanwhile, the insurance company MUST CEASE sending threatening emails and texts to my daughter!

      DO NOT THREATEN your customers because of your own incompetence!


      Sincerely,

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

      have provided, along with the correct account information which I have repeatedly provided to them they would get paid. I request that AMR cease immediately all efforts to collect from my daughter. If they want their money they MUST correctly bill and and get their money from my insurance.

      Business Response

      Date: 11/30/2022

      Tell us why here..November 30, 2022

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


                  RE:      Ambulance Transport
                             BBB Case Number:  18436936


      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 service.

      The consumers concerns have been reviewed.  A claim has been filed to the secondary carrier for processing and the trip remains on hold pending a response.  We would like to thank the consumer for bringing this matter to our attention and apologize 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.

      Business Response

      Date: 12/15/2022

      December 15, 2022

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


                  RE:      Ambulance Transport
                             BBB Case Number:  18436936


      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 service.

      Our office has reviewed the consumers concern.  A claim has been filed via mail to the secondary insurance carrier on December 2, 2022.  No correspondence or communication will proceed as we are pending a response from the insurance, the trip has  been placed on a hold.  We ask that the consumer please allow time for the insurance to process. 

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

      Sincerely,



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

    • Initial Complaint

      Date:11/18/2022

      Type:Order Issues
      Status:
      Answered
      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.
      The Original Transaction occurred on 6JULY2021. On 6JULY2021, I was involved in a motor vehicle accident and was transported to the hospital by an American Medical Response ambulance team. At the time. The AMR paramedics notated my health insurance information for billing purposes. On 17MAR2022, AMR sent a bill to my home for the ambulance transport from 6JULY2021. I contacted AMR directly immediately after receiving the bill to inform them that they needed to submit this bill to my insurance company and provided them with the contact information. The representative from AMR billing assured me they would do just that. On/about mid APR2022, I received a collections notice from an agency representing AMR demanding payment for the bill. I contacted AMR Billing again to inquire why the bill for the transport had not been sent to my insurance agency. The representative that I spoke with offered no explanation, but insisted that I simply pay the collections agency. I contacted BCBS and asked if they had paid all claims submitted for the accident and they informed me that they had not received any claims from AMR as of mid April2022. They assured me that even though AMR was beyond the statute of limitations date for submission they only needed to receive the proper claims paperwork from them in order for them to be paid. I again phoned AMR and asked them to pull back the Collections claim and submit the paperwork to BCBS. 1NOV2022; ********************* representing AMR sent another notice on their behalf demanding payment. I contacted BCBS who informed me that AMR submitted the claim in SEPT2022 (14mos post accident) and was paid on 2SEPT2022. I contacted AMR to ask why the claim had taken so long to be submitted, and why it was sent to collections. I asked that the Collections claim be rescinded, and any balance owed by me be paid directly to them. I asked for ANY clarification on their end about this billing snafu. Their agent hung up on me.

      Business Response

      Date: 11/29/2022

      November 29, 2022

      Better Business Bureau
      P.O Box 191279
      *****, ** *****


                  RE:       Ambulance Transport
                              BBB Case Number:      18436401


      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 service.  Many processes are in place to ensure compliance with all regulatory requirements.

      Our office has reviewed the consumers concerns and confirmed the insurance payment has been received.  At this time, the account has been cancelled back from collections and a new invoice will be mailed to the consumer.

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

      Sincerely,




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

    • Initial Complaint

      Date:11/14/2022

      Type:Order Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 12/06/2022

      December 6, 2022

      Better Business Bureau
      12639 *************. Ste 200
      *****, ** *****


                  RE:      Ambulance Transport
                              BBB Case Number:    18397677


      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 service.

      AMR thoroughly reviewed the consumers concerns and confirmed that the claim was submitted under the consumers spouse in error.  A corrected claim will be sent to the insurance, and the account will remain on hold pending their response. We would like to thank the consumer for bringing this matter to our attention and sincerely apologize for the inconvenience.  

      Should you have any further questions, please feel free to contact me directly at **************.


      Sincerely,


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

    • Initial Complaint

      Date:11/08/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hello! Sorry this is during the middle of the night (mom of a baby life). I noticed that in my complaint that I have written 03/30/2020 its supposed to be 03/30/2022 when I gave birth to my son. And because I gave birth to him in the late evening, I was transferred via ambulance on 03/31/2022. Not sure if you need to know that the date of service for the AMR complaint is on 03/31/2022 (as evidenced by the *** I sent with the complaint).

      If you have any other concerns it If I need to resubmit the complaint, please me know. Im more than willing to resubmit due to my error. 

      ***************************
      *************ght everything was fine and dandy until I received more bills in the mail from AMR and a letter from collections. THEY FREAKING SENT ME TO COLLECTIONS when it was already paid! So I have been calling (almost on a weekly basis or more) about getting this resolves. The people at AMR keep saying that it's being under review and it would take an additional ***** days EVERY SINGLE TIME I CALL. Then they said they would expedite it.. 5 business days. So for 4 weeks they've been saying that (I call every 5 days) and we have no resolution. I've talked to 4 supervisors over the past week and a half (*******: ID: ********, ******:ID: *********, ******:ID: ********, *********************** and they've all promised that I would receive calls and have things resolved within 5 business days. None of which have happened. My insurance company send them 3 new EOBS and they claim they don't have them. I'm really tired of this.

      Business Response

      Date: 11/17/2022

      November 17, 2022

      Better Business Bureau
      P.O Box 191279
      *****, ** *****


                  RE:       Ambulance Transport
                              BBB Case Number:      18376389


      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 service.  Many processes are in place to ensure compliance with all regulatory requirements.

      Our office is in the process of reviewing the consumers concerns.  AMR will be in contact with the consumer directly regarding completion of the review.

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

      Sincerely,




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

      Customer Answer

      Date: 11/18/2022

       
      Complaint: 18376389

      I am rejecting this response because:I have contacted AMR 8 times over the past 8 months. Specifically on:

      04/25/22
      05/04/22
      06/03/22
      09/08/22
      09/16/22
      10/31/22
      11/07/22
      11/08/22.

      On each occasion after speaking to supervisors regarding my case, they said that it would be expedited, there would be a resolution, and they would follow-up with a call within 5 business days-- and I received nothing.

      Furthermore on these dates (and additional dates), I've contacted my insurance company to verify that the bills were paid in full. The insurance company stated that they sent the *** to AMR over 4 times and that they are waiting on AMR. The insurance company also has stated multiple times that they have proof (with electronic check) that it was paid.

      I am unwillingly to continue to entertain the lies and sense of uncertainty AMR willingly exercises. Therefore, the only way I will consider this resolved is for AMR to promptly close this and stop harassing me over a paid bill.

      Sincerely,

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

      Business Response

      Date: 12/15/2022

      December 15, 2022

      Better Business Bureau
      P.O Box 191279
      *****, ** *****


                  RE:       Ambulance Transport
                              BBB Case Number:      18376389


      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 service.  Many processes are in place to ensure compliance with all regulatory requirements.

      AMR followed up with the consumers insurance carrier and confirmed there were no additional payments issued and the claim was correctly processed. Our office made contact with the consumer on December 2, 2022, and advised her of the update and suggested further follow up with the insurance carrier.  At this time, the balance is the consumers responsibility. 

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

      Sincerely,




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

      Customer Answer

      Date: 01/13/2023

      Dear BBB,
      I am contacting you regarding Case: ********. I received an email last night (January 11th) stating that my case is closed due to no response. I am not sure how I missed the notification last week regarding a 7 day window period to counteract. 

      I just read the message from ***************. I would like to mention that I have called her 12/15/2022 3 times, 12/16/22 twice, 12/19/22, 12/19/22, 12/23/222, 12/28/22,12/29/22, 01/09/22, 01/10/22--- all of which went to voicemail and I left a message for her to contact me. She never responded to any of my calls. I've called AMR directly to try to reach her and the representatives said they could not transfer me to reach her and for me to keep calling her. After a month of trying to contact her without a response, how am I supposed to communicate for a resolution? 

      Also, I spoke to an AMR  employee named, Cel and her Employee ID: ******** and with a ****************** Rep named, *********. During our 3 way discussion on my account... it appears that ****************** has given them the appropriate money by a credit. Even though AMR claims that they have not received an *** with the breakdown of where the money was distributed... Cel acknowledged information on the *** and even broke HIPAA about another person's account (& yes, I did report this breaking of HIPAA to the Office for Civil Rights (ORC) two days ago). I know that the calls are, "recorded for quality assurance"... so I'm not sure if that call can be pulled for legal action? I did call her out on her breaking HIPAA and the *** representative heard it too and acknowledged the breaking of HIPAA by the AMR representative. 


      It truly seems like AMR is not billing appropriately and also breaking confidentiality with client information. The fact that I know about someone else's account is very frightening. Are they doing this with my health and insurance information too?

      For any further questions, please feel free to email me or call me. I have a paper trail of information. I also do not mind doing a 3 way call with the insurance company regarding this case. 

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

    • Initial Complaint

      Date:11/06/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
       
      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 pending follow through action from the business.

      Sincerely,

      ***********************g to receive texts, emails, and letters from AMR stating that my bill is past due. The most recent past-due statement was on 10/19/2022 and then another past-due email was received on November 5, 2022. It has been over 4 months since my date of service and over 3 months since the first claim was paid by my primary insurance. I have done my due diligence to provide AMR with the appropriate information needed to collect payment from insurance appropriately. AMR has clearly neglected to appropriately and timely file this claim with my secondary provider and instead continues to erroneously attempt to bill me. AMR has had over 4 months to file the claim and my attempts to correct the issue are unsuccessful. All of the numerous other medical bills from this medical event have been successfully processed and closed out 3 months ago.

      Business Response

      Date: 11/16/2022

      November 16, 2022

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


                  RE:      Ambulance Transport
                              BBB Case Number:  18365102


      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 service.

      The consumers concerns have been reviewed. A claim has been filed to the secondary carrier for processing. We would like to thank the consumer for providing her concerns to our attention and apologize 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:11/04/2022

      Type:Product Issues
      Status:
      Answered
      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 sent me to collections for an ambulance transport that occured on 3/1/21. I never received a bill nor a voice message regarding this bill. I have insurance, which I gave to the hospital. Had I EVER reveived a bill from AMR, I would have happily given them my insurance information. Why would they send me straight to collections without trying to bill me? Why am I only finding out about this almost two years after the fact? How long has this been on my credit? All of this is unacceptable and of course, when I call, they have nothing helpful to say. I was told they sent a bill on 3/15/21. I never received it. I beilieve they are lying as I always check my mail and address bills promptly. Even so, if they did send it...why only bill once and then send me to collections? No calls, no notices, nothing. This is rediculous.

      Business Response

      Date: 11/28/2022

      November 28, 2022

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


                  RE:      Ambulance Transport
                              BBB Case Number:    18360517


      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 service.

      AMR thoroughly reviewed the consumers account.  At this time, we have submitted a cancellation request with the collection agency and a claim has been filed with the consumers insurance carrier.  The account will remain on hold pending their response.  We would like to thank the consumer for bring this matter to our attention.  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

    American Medical Response Inc is NOT a BBB Accredited Business.

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