Business Profile
Ambulance Services
American Medical Response IncHeadquarters
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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
- 694 total complaints in the last 3 years.
- 187 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/29/2022
Type:Customer Service IssuesStatus: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.
Date of Service 12/26/2021 Transport [non life-threatening] was provided by AMR to **************** in ************, ** [which is 4.1 miles] I did not pick AMR as the service provider as it was the company that was dispatched.Original bill was for $3,436.65 [which is outrageous to begin with]. My insurance company paid a reasonable, common and customary amount of $2,100 on 2/15/2022 which AMR accepted. AMR then said that they are not contracted with BCBS and began bombarding me with texts and emails stating I owed the remaining amount of $1,336.65.I was and am currently unemployed and called their customer ********************** number and spoke to numerous agents regarding my situation. I believed that the amount BCBS paid should satisfy this bill. But to no avail, was told that I owed the entire amount. Finally I got someone who directed to a AMR program call ****************** that could help with financial assistance.I completed the application which was over 30 pages with the documentation requested. The information included two years of tax returns, months of bank statements, history of medical payments, etc, I mailed via ***** the completed financial assistance application and all supporting documentation to the address provided on the application. It was received and signed for on May 4, 2022.The bombardment of emails and texts continued. After a couple months, I call AMR customer ********************** to follow-up and the said they had no record of application being received or in progress and that I owed $1.336.65. There is only one phone number listed anywhere and it's an out-sourced CS center with very little answers. They suggested I just mail in everything again. Which i did resend, via ***** the entire application and documentation again, and it was signed for in late July.As of today, 8/29/2022 I called CS and they said they had no record of receiving either completed application and that the file has been turned over to a collection agency ! NEED HELP AND RESOLUTION!Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau
PO Box 191279
*****,** *****
RE: Billing Inquiry
BBB Case Number: 17793818
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 contacted the consumer and advised we are a non-participating provider with his insurance carrier. The claim was processed based on non-contractual benefits, and the consumer is responsible for any unpaid balance. An application for our ****************** Program (CCP) was received by the consumer to assist with the balance due. At this time, the application has been processed and approved for 100% waiver satisfying the account.
Should the consumer have further questions, I may be contacted directly ************.
Sincerely,
****************
Patient Advocate
American Medical ResponseInitial Complaint
Date:08/26/2022
Type:Billing IssuesStatus: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 a fall on Sept. 27, 2021 and had ****** Ambulance take me to the local hospital. Medical first denied the claim bit it was appealed and ******** paid $339.31. My ******** supplement paid the remaining balance of $84.83. I had submitted a personal checks of $100.00 on 3/18/22 and another $100.00 on 4/13/22. I was told by AMR that if no payment was made while the case was being reviewed by ******** it would go to a collection agency which why I sent the 2 payments. They also said I would be refunded for any payments I had made if ******** and my insurance co sent the total payment. I called the AMR on 7/21/22. I was told the account was in review and would take about 30 days. They told me the amount to be refunded is $84.83. It should be $200.00.I called again today and was told the same thing. They have been overpaid $200.00 that should be refunded to me.Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau
12639 *****************, Suite 200
*****, ** *****
RE: Ambulance Transport
BBB Case Number: 17752310
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 primary and secondary insurance payments have been received after the consumer made some payments,this caused and overpayment. A $115.17 refund was previously issued to the consumers credit card in June. An additional refund of $84.83 has recently been issued to the consumers credit card. The refunds issued back to the consumer totals up to $200.00. We would like to thank the consumer bringing their 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 ResponseInitial Complaint
Date:08/26/2022
Type:Service or Repair IssuesStatus: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.
While at a wedding in August of 2021, my fiance ****** broke his leg. AMR responded to an address in ********* county. I gave the ambulance driver our insurance. Several weeks later we called and gave insurance over the phone. A liability claim from the venue came into play and paid AMR on 1/31/22. AMR held the invoice and did not bill to our insurance until 5/22/22. We have spoken to our health insurance multiple times and our health insurance has reached out to AMR to get the claim sent correctly. It has not been done. We have called AMR several times over the past year and their billing department is unwilling to provide any kind of legitimate customer **********************. Their billing department is in another country, their accents are very hard to understand and all you can hear is all other call center speakers in the background. I have asked twice now for a manager to call to get this resolved and nothing is happening. I have tried everything o can to resolve this invoice and cannot get thru to an appropriate party for resolution. I would like to be clear here, the service we received from the crew was outstanding. However, AMRs billing and customer ********************** has made a very painful day a year ago into an ongoing pain in the rear!Business Response
Date: 09/06/2022
September 6, 2022
Better Business Bureau of ******
3801 ****************************************************************** 80210
RE: Ambulance Transport
BBB Case Number: 17779731
Dear Better Business Bureau:
Thank you for taking the time to contact our office with the consumers concerns. American Medical Response values our customers and strives to provide quality service.
We have reviewed the consumers concerns. At this time, a claim has been submitted to the consumers secondary insurance carrier. The account will remain on hold pending their response. We would like to thank the consumer for providing their concern 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 ResponseCustomer Answer
Date: 09/26/2022
Complaint: 17779731
I am rejecting this response because:Hello, my complaint has not been resolved. I have emailed AMR at the address they gave me to follow up. A response came from a completely different address which may or may not be AMR as the email addy was from a globalresponse.com instead of Americanresponse.com that I emailed.
I called the rep who said I could follow up with her directly three times in the last two weeks requesting a call back and have not received a response indicating a claim has been sent to our insurance. I would appreciate this complaint remaining open until I can pay the bill and close this account.
Again, I would like to reiterate the crew, the paramedics, EMT and driver were amazing and astoundingly competent at their jobs. My only problem is with the horrendous customer ********************** and billing practices of American Medical Response. I have never had such a hard time paying a bill and we are working on 14 months now.
Thank you for reopening my complaint against AMR.
Thank you,
TaraConvery
Sent from my iPhone
Sincerely,
***********************Initial Complaint
Date:08/24/2022
Type:Product IssuesStatus: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 involves a disabled 20 yr old whom has severe intellectual disability and is non-verbal and needs assistance with everything, well except breathing.AMR's pricing is a SCAM, for example this complaint is for a ambulance ride of 16 miles with an initial bill of $2997.82.He has 3 insurances and only one, ********* would pay any money and it covered their contracted amount of $472.61.So AMR adds a discount of a random $2407.06 and leaves an amount of $118.15.However I've explained to them this child has only state money and his state home takes everything.This is the 5th issue I've had with this company and unfortunately HE never has the choice of saying never use AMR because he has NO words.So why like any other company why are you not accepting the amount ******** will cover because this child has ********, money and doesn't even know what money is!I am requesting on claim 5729-6982-9596 you absorb this amount and save everyone stress and headaches and DO THE RIGHT THING.Business Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau
PO Box 140015
*****, ** *****
RE: Ambulance Transport
BBB Case Number: 17765535
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 has reviewed the consumers concerns. It has been confirmed that United Healthcare (UHC) initially denied the claim. At this time, AMR has submitted another claim to UHC and the account will remain on hold to allow time for claim to be processed. We would like to thank the consumer for bringing her concerns to our attention.
Should the consumer have any further questions or concerns, I may be contacted directly at *************.
Sincerely,
******************
Patient Advocate
American Medical ResponseInitial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus: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 recieved a letter in the mail for a bill for an ambulence ride. I was not in ******* (location of pick up) during that day or weekend.I called AMR and informed them that it was billed incorrectly and tried to work with them to resolve it.I have called AMR a total of 6 times regarding this. Requesting the the file be reviewed. First call was on 7/22/22, with a follow up aproximately every week after. On my 4th or 5th call, when speaking to a manage, she told me the file wasnt in review and put it in review. This was a big red flag to me. I had been told on every occasion that it was under review already.I have also contacted my insurance company thoughtout the process. They have told me their hands are tied while AMR has the file under review.It has been 2 months since the charge, over a month since i first contacted them. They have repeatedly called and texted me multiple times a day. To the point where I feel i am being harassed by them. Today AMR employee i spoke with said he removed my number. With previous interactions i am not confident it will stop the calls and texts. I feel it is unaccectable for a company to put more then $2,000 bill on me and drag their feet on a request to review it. At this point it has cost me over a days wages on time i had to take off work to handle this. I am concerned this will effect my credit/be sent to collections. That will have serious repurccisions on my ability to make large purchases. This has the potential to create serious fincial problems for me. I am currently looking at purchasing a new home in the next year or so.Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau
12639 *****************, Ste 200
*****, ** *****
RE: Ambulance Transport
BBB Case Number: 17763232
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.
It has been determined that the consumer was not the individual involved with our crew. The consumers information has been removed from our files and a claim withdraw will be submitted to the insurance company. The consumer will no longer be contacted regarding this bill. In the meantime, we are working with the hospital to obtain the correct patient information. Please accept our sincerest apologies for any inconvenience this may have caused.
Should you have any further questions or concerns, I may be contacted directly at **************.
Sincerely,
****************
Patient Advocate
American Medical ResponseInitial Complaint
Date:08/24/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We received a bill on July 12, 2022 for a service that was done on June 12, 2022. We were out of the state at the time of the service so this was a fraudulent claim. I called in to report the claim to AMR on July 18, 2022 at 8:45AM PST and was told that we could disregard the bill and everything was going to be taken care of by *****. Something didn't feel right so I called back later that day and spoke to ***** who told me that yes, the account had been flagged and that we could disregard the bill. AMR kept calling us to tell us we had a past due bill, so on August 16, 2022 I called and spoke with Joy. *** told me that it had not been escalated as fraud previously but that she would go ahead and escalate it. At this time, the account was in good standing and we were not responsible for paying it. I was told by ******** could call back 2 business days later (this would have been August 18, 2022) for an update. I called back on August 24, 2022 and spoke with a supervisor named ******. During this time ****** told me that it was just escalated last week and that it was the first time that it had escalated and previously my calls with ***** and ***** ended up just resulting in our address being removed from the file, not the claim being flagged. I asked ****** why it was mishandled and I was told that I could call back next week for an update. At this point I have spoken with them numerous times, been told it would be resolved numerous times and the claim was now processed by our insurance company fraudulently. AMR has no customer ********************** and a total lack of transparency in resolving claims - it takes me 20 mins to get ahold of someone and another 10 to be escalated to the supervisor just to be told I need to wait even longer for them to do their job on something we in good faith reported back at the beginning of July.Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau
12639 *****************, Ste 200
*****, ** *****
RE: Ambulance Transport
BBB Case Number: 17763232
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.
It has been determined that the consumer was not the individual involved with our crew. The consumers information has been removed from our files and a claim withdraw will be submitted to the insurance company. The consumer will no longer be contacted regarding this bill. In the meantime, we are working with the hospital to obtain the correct patient information. Please accept our sincerest apologies for any inconvenience this may have caused.
Should you have any further questions or concerns, I may be contacted directly at **************.
Sincerely,
******************
Patient Advocate
American Medical ResponseCustomer Answer
Date: 08/31/2022
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:08/23/2022
Type:Customer Service IssuesStatus: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.
6/24/22 - taken to hospital in AMR ambulance after accident 7/5/22 - rec'd text from AMR with bill. Called with insurance information 7/13/22 - rec'd another text from AMR, problem with insurance. Called and spoke to *****, who said my insurance had an invalid ID. They had my correct and valid ID so he resubmitted and said to follow ** in 2 weeks.7/13/22 - spoke to **** at Anthem (my insurance) who let me know that the AMR ambulance ride is covered with my policy.7/19/22 - rec'd text from AMR claiming they had no insurance information for me. I called AMR and spoke to Spanish/English speaking female agent who was focused on getting my full SS#, said there was no insurance information for me, took it, and said she would route it for review and it would take ***** days.7/19/22 - called Anthem, spoke to ****** who called to AMR. She assured me that Anthem does not need my SS# to process the claim. After she spoke to AMR she said she arranged to disregard the bill (reference #********) and it is being processed through insurance.7/28/22 - text rec'd from AMR "there is an issue with your insurance coverage"7/29/22 - called Anthem spoke to ******* who informed me that AMR had not submitted anything yet. She called AMR spoke to ***** (ID#*********. ***** said they didn't have Anthem's address, so she provided it and confirmed all information they would need to submit the claim. ***** said he would submit and Anthem should receive bill in 2 weeks.8/8/22 - rec'd new bill in mail from AMR dated 7/31/22 for full amount of $2,758, claiming "Your insurance information is not valid or expired." Called Anthem, spoke to *******. She could see ********* notes and confirmed that AMR has not submitted a bill to them. She called AMR and spoke to **** (id#*********. **** said claim was mailed out 8/2 to Anthem. As of today Anthem still has not rec'd the bill. It has been over 14 business days. 8/28 I will be past due.Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau
12639 *****************, Suite 200
*****, ** *****
RE: Billing Inquiry
BBB Case Number: 17758869
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 thoroughly reviewed the consumers concerns. AMR has confirmed insurance eligibility for the consumer. The billing delay occurred as our billing department had the consumers name listed different on file,than the insurance has in their records. As a result, eligibility could not be confirmed. At this time, a claim will be filed to the insurance. The trip will remain on hold to allow time for the insurance to respond to our claim. 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 consumers have any further questions or concerns, I may be contacted directly at **************.
Sincerely,
******************
Patient Advocate
American Medical ResponseInitial Complaint
Date:08/23/2022
Type:Service or Repair IssuesStatus: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 have not been able to get my money back that I paied themBusiness Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau of ******
3801 ****************************************************************** 80210
RE: Ambulance Transport
BBB Case Number: 17757438
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.
When we are contacted for assistance and patient treatment is indicated, the paramedics are committed to that location until the patient is treated and transported. Even if the patient is not transported, the paramedics are committed to the patient until necessary treatment is rendered and the patient is released. Because of the rigid time constraints we are under, the system is very expensive to maintain. Therefore, patients pay for the quality response and/or supplies used, not necessarily the transport itself. While part of the care offered during the time of service may have been refused, AMR did provide treatment to the consumer based on the patient care report. At this time, our ***************** has agreed to accept $150.00 as payment in full. A refund of $271.22 is currently in process,please allow time.
Should the consumers have any further questions or concerns, I may be contacted directly at **************.
Sincerely,
Patient Advocate
American Medical ResponseCustomer Answer
Date: 09/01/2022
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:08/23/2022
Type:Product IssuesStatus: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 have tried to get my money back from this business but they're refusing to do anything about itBusiness Response
Date: 09/07/2022
September 6, 2022
Better Business Bureau of ******
3801 ****************************************************************** 80210
RE: Ambulance Transport
BBB Case Number: 17756743
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 previously contacted the consumer by phone and discussed his concerns. At this time, a refund of $271.22 has been issued.
Should the consumers have any further questions or concerns, I may be contacted directly at **************.
Sincerely,
******************
Patient Advocate
American Medical ResponseCustomer Answer
Date: 09/12/2022
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:08/22/2022
Type:Service or Repair IssuesStatus: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.
file:///var/mobile/Library/SMS/Attachments/89/09/71FA16F2-1934-41DC-9594-3B8B31DE50F4/IMG_1045.PNG Insurance is still saying this has not been filed. Have called insurance multiply times and they have nothing on record from AMR. **** says insurance will reimburse anthem does not do that .Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ******
3801 ****************************************************************** 80210
RE: Ambulance Transport
BBB Case Number: 17753157
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 has thoroughly reviewed the concerns raised by the consumer. The medical records have been submitted to Anthem and we have been provided the reference number 3420. The consumers account is currently on hold while we await a response from the insurance carrier. We would like to thank the consumer for bringing his 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
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