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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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American Medical Response Inc has 174 locations, listed below.

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    Customer Complaints Summary

    • 697 total complaints in the last 3 years.
    • 188 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:08/17/2022

      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.
      My son had to use AMR services from one hospital to another on December 2, 2021 and there was no choice in the matter, I asked. I was not even aware of what company was used. We waited months for a bill for an ambulance ride. An EOB was issued by our insurance company dated March 14, 2022 stating what would be covered by insurance and a check for their portion of $348.48. I set this aside with all our other EOB's as my son was having a lot of medical issues at the time. I was expecting to receive some type of bill shortly after. No bill ever came. On June 9, 2022 we received a collection call about a debt we owed for AMR. Once the collection agency told me who the debt was for I called AMR immediately, the same day. AMR had all my contact info wrong; name, phone number and mailing address. They said they would pull the debt back from collections and the process would take ***** days. During this time my husband was receiving collection calls still. Called AMR again on June 30, 2022 just to check the status and they said there's been no change. I decided to call today, August 17, 2022 (69 days after my first phone call) on a status update. They said my claim to pull back the debt from the collection agency has been denied to pull back to AMR to handle because I received an EOB from my insurance company so I was aware there was a debt and because I didn't call sooner this is my fault. I still, to this day have never received a bill stating what services I'm paying for. AMR does not have ethical business practices with how they handle situations. I'm baffled that this was turned around as my fault when I contacted them as soon as I knew money was due. I wanted it handled through AMR because they said on June 9 when I called that I would receive a discount if I paid in full and I wanted to pay in full.

      Business Response

      Date: 08/26/2022

      August 26, 2022

      Better Business Bureau
      12639 *****************, Suite 200
      *****, ** *****


                  RE:      Ambulance Transport
                              BBB Case Number:    17730507


      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.

      American Medical Response has reviewed the consumers concerns.  It has been confirmed that the address we received from the hospital at the time of the service, was not valid.  As a result, the trip defaulted to collections due to no response from the consumer.  At this time, we have canceled this trip with the collection agency and will bill the consumer appropriately.  In review of the insurance claim, the carrier paid $348.48 to the consumer.  Keep in mind, the insurance payment must be paid in full before a discount can be provided for the balance.

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

      Sincerely,



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

    • Initial Complaint

      Date:08/16/2022

      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.
      Getting a text every week on an unpaid bill from 2020, I have gone through BBB before with no response from them-the text's stopped for approx one month and now they have restarted again. They did not bill my first insurance correctly so my second insurance declined the bill, and you can see why. My patience is being tested every week, help. Look up ***************************** from *********** **.Bill number ************ $2, ****** No phone calls give me an email so that can send my insurance info AGAIN, this has been going on since 2020, texts - hard copy bills, I am ******, you will not even respond to BBB, I am angry please share an email address or an actual mailing address to the corp - a ****** off ex-customer *******************I need a ********************** - I work 5 12-hour shifts in prison tell me when could I phone someone.

      Business Response

      Date: 08/29/2022

      August 29, 2022

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


      RE:                               Ambulance Transport
      BBB Case Number:        17727160


      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.

      Upon reexamination the consumer previously contacted our office regarding his concerns.  AMR contacted the consumers insurance carriers third-party administrator, *********** who confirmed claim number 220C2679400 was denied as a Non-Covered service under the plans benefit with a call reference number of ******. The consumer was responded to via email in May advising of the findings and our response on the previous BBB complaint.  Our email is *************************.  At this time, the balance remains the consumers responsibility.

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

      Sincerely,




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

    • Initial Complaint

      Date:08/16/2022

      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.
      My father, ***** ************************* came home from ********************** on 04/21/21 with failing heart failure amongst many other things for hospice care. He was transported from American Medical Response to his home in ************ at ****************, he passed away at his home on 09/18/2021 the age of 92. Social security denied the claim saying it was not a medical necessity. Just an honest mistake, ********************* gave me all the information showing it was a Medical Necessity, I sent all information to Social Security were claim was reopened and was paid, along with his secondary insurance from Mutual of Omaha. Unfortunately, it takes time to refile so AMR sent this bill of ******* to a collection agency, once I received this bill I immediately paid it thinking I will just get a refund once this claim is resolved. The claim was paid and I have called every Monday since 06/02/2022, I receive a new story each time I call. They think I am going to let this go but they continue to tell me the refund us coming just in review, or it was mailed, or it will be put back into the account. What is sad is that they admit it was paid. What a sad way of doing business, for people who are in definite need. Please help me so this won't happen to anyone else. The Bill from American Medical Response: Patient is ***************************, Bill ID **************, Account No. *************, Trip No. ***************. ***** ************************* DOB 09/12/1929, Date of SVC. 04/21/2021 Total Bill ******* Thank you so much for your Help. ***********************, Daughter and executor for ***************************, Phone: ************, e-mail: ***********************

      Business Response

      Date: 08/30/2022

      August 30,2022

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


                  RE:      Ambulance Transport
                              BBB Case Number:    17724588


      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 regarding the refund issue.  It has been confirmed the consumer issued payment directly to Wakefield and *********** **** On the consumers behalf, we have submitted a refund request to *********. The agency will be issuing the refund to the consumer this week. We would like to thank the consumer for bringing this matter to our attention. 

      Should the consumer have any further questions or concerns, please contact me directly at *************.

      Sincerely,



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

    • Initial Complaint

      Date:08/11/2022

      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.
      On July 8, 2022, I was transported by AMR to **************************** after my wife called ******* **************** 9-1-1, regarding an active subdural hemorrage I was experiencing. I received a bill for $2396.23 from AMR, dated July 28, 2022, with payment due August 27, 2022. The bill directed visiting pay.amr.net to add my insurance to adjust the billing. The website rejected my information, so I then called the provided number and spoke with an unhelpful agent, whose broken English was difficult to understand and confused the information I was giving, continually repeating inaccurately what I had just said. I have both private insurance and ******** and it was a challenge to get the agent to take my information. On August 6, I received an email from AMR stating without any explanation that my insurance was simply denied, and the bill remained the same. Today, August 11, I received an email "reminder" from AMR that the bill due August 27 was still unpaid. I have yet to get in touch with my two insurance providers on adjusting this charge, and find AMR's aggressive billing tactics and unhelpful, undocumented customer ********************** insulting. There are multiple complaints posted online that echo my experience with AMR precisely.

      Business Response

      Date: 08/29/2022

      August 29, 2022

      Better Business Bureau
      12639 *****************, Suite 200
      *****, ** *****


                  RE:      Ambulance Transport
                             BBB Case Number:    17704384


      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.

      The consumers concerns have been reviewed.  A claim has been filed to the carrier and the consumers 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, please contact customer ********************** department at **************.


      Sincerely,



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

    • Initial Complaint

      Date:08/11/2022

      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.
      My daughter ******** was taken to *************************** on Dec. 17th, 2021. While there she tested positive for covid and was placed on a ventilator. AMR was her transfer ambulance to CHOP. Since then we have been continuously in contact with AMR about billing. We were made aware that due to this being covid related amr should not be balance billing us. Over the course of 7 months we have been constantly told different things from everyone we can get in touch with at the company. We have been hung up on, ignored, laughed at, and told numerous things to just get us off the phone. They have told us repeatedly that our claim was under investigation. As of last month we received a notice from a debt collector stating that AMR Put us into collections. I have spent hours on the phone trying to get in touch with someone who can actually help me and it has been impossible. I am so at a loss and dont know what else I can do at this point.

      Business Response

      Date: 08/17/2022

      August 17, 2022

      Better Business Bureau
      12639 *********************************************************************        


      RE:      Ambulance Transport
                  BBB Case Number:    16187176


      Dear Better Business Bureau:

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

      The concerns raised have been thoroughly investigated by our billing department.  Our records do not show that the patient was COVID positive or that COVID was suspected.  Therefore, we cannot update our coding at this time.  Ambulance billing is based on the patients condition and complaint at the time of service.  Unfortunately, not enough information was provided by the hospital indicating the patient was transported for COVID issues.  The consumer was previously informed that additional documentation was requested from the hospital to confirm the consumers diagnosis for us to update our records.  Please allow time for the hospital to respond.  In addition, we did not receive a copy of the insurances Explanation of Benefits (***), to review how the claim was processed.  We ask that the consumer provide a copy of the *** for our records.  At this time, the collection agency has placed the trip on hold pending our investigation.

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

      Sincerely,



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

    • Initial Complaint

      Date:08/07/2022

      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.
      My husband called 911 for me when I thought I was having a stroke. At the time I had a very bad case of COVID. This ambulance service showed up at my house, and what happened during my trip to the hospital was the worst experience of my life. I was more afraid than I was of possibly having a stroke.First off, this so called "ambulance" was not one. It was completely filthy inside, and there was no way to secure the ambulatory bed in place. It was 108 degrees that day, and it was hotter in the vehicle than it was outside! The hospital is literally 1 long block from my house, well under 1 mile. When I questioned what they were doing, because the driver began driving around the neighborhood for well over 15 minutes, they became rude. The bed was not secured to anything and almost tipped over 3 times. The back door was not completely shut. I could see light through the crack and it rattled very badly with every turn. At one point the ****** bed shifted and I felt like I was going to be thrust out the back door. It was that frightening. I started crying because the driver was driving around the neighborhood and I wanted to get to the hospital. I told them that it was extremely hot and said I was going to vomit at which point one girl came up, asked my age, then tossed a ice thing at me. No one sat in the back with me. They were laughing and talking about boyfriends the entire trip. IT WAS THE MOST UNPROFESSIONAL CIRCUMSTANCE I HAVE EVER ENDURED! These people are not trained medics either.I just received a bill for $1,300.00. I gave them my insurance and they never submitted it. I want to complain against this company for their wreckless handling of my trip to the hospital that should have lasted under 5 minutes but took almost a half hour.

      Business Response

      Date: 08/17/2022

      August 17, 2022

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


      RE:                                Ambulance Transport
      BBB Case Number:      17685161


      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 ***************** has thoroughly reviewed the consumer concerns. After a complete review of the incident and this service, it has been determined our crew provided treatment and care appropriately.  Please be assured that our crews are trained to follow all local Emergency Medical Services procedures and protocols.   At this time, the account is on hold pending contact with the consumer to obtain the insurance information.

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

      Sincerely,




      *****************************
      Patient Advocate
      Global Medical Response

    • Initial Complaint

      Date:08/04/2022

      Type:Service or Repair 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.
      On 10/23/20 American Medical Response transported me from one hospital to another in *********. This was arranged by the hospitals. *8/19/21 (10 months after date of service) I received first and only **** from AMR.*8/20/21 - My wife called insurance. Insurance did not received a claim from AMR. Insurance stated they would not process a claim more than nine months old without proof of timely filing of a previous claim.*8/20/21 - My wife called AMR. AMR stated they filed a claim on 3/17/22. However, there is no proof of this claim. My wife requested that AMR resubmit the claim with proof of timely filing. *9/8/21, 9/22/21, 9/30/21 - On each of these days, my wife called AMR to confirm claim had been resubmitted with proof of timely filing. On 9/30/21, AMR still had not submitted claim to insurance.*10/11/21 - My wife called AMR. AMR stated claim was filed on 10/1/21. My wife expressed concern that the claim was almost a year after date of service. AMR REP STATED THAT IF INSURANCE COMPANY WONT PAY BECAUSE OF AMR ERROR, THEN I WONT HAVE TO PAY ****.*7/27/22 (21 months after date of service) - AMR begins sending weekly text to my wife of unpaid ****.*8/3/22 - My wife called insurance. They confirmed claim was received on 10/5/21 but did not include proof of timely filing. Therefore, insurance will not pay. This was an employer funded insurance plan, which I am no longer a member. American Medical Response billing practices are unethical and fraudulent (deliberately deceitful and dishonest). AMR was dishonest about the claim filed on 3/17/21, AMR was unresponsive to my requests to submit a timely claim, AMR submitted claim 11 months after date of service, AMR did not submit proof of timely filing with claim on 10/1/21, AMR did not work with insurance company (or myself) in a timely manner. Due to AMR erroneous billing practices, I am not responsible for charges. I would like this **** voided.

      Business Response

      Date: 08/15/2022

      August 15, 2022

      Better Business Bureau
      12639 *********************************************************************


                  RE:      Ambulance Transport
                              BBB Case number:    17674434


      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 concerns and determined a claim was submitted within the timely filing period; however, the claim address was incorrect.  A claim was refiled to the insurance to the correct mailing address, but was determined to be outside of the timely filing period.  Due to the age of the service,we are no longer able to file a claim with proof of timely filing.  At this time, the charges will be written off and the consumer is no longer responsible for payment.  We would like to thank the consumer for bringing this matter to our attention and sincerely 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

      Customer Answer

      Date: 08/19/2022

       
      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:08/04/2022

      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.
      Getting a text every week on an unpaid bill from 2020, I have gone through BBB before with no response from them-the text's stopped for approx one month and now they have restarted again. They did not bill my first insurance correctly so my second insurance declined the bill, and you can see why. My patience is being tested every week, help.

      Business Response

      Date: 08/16/2022

      August 16, 2022

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


      RE:                               Ambulance Transport
      BBB Case Number:    17674632


      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.

      The consumer previously contacted our office regarding his concerns.  AMR contacted the consumers insurance carriers third-party administrator, *********** who confirmed claim number 220C2679400 was denied as a Non-Covered service under the plans benefit with a call reference number of ******. The consumer was responded to via email in May advising of the findings. At this time, the balance remains the consumers responsibility.

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

      Sincerely,




      ******************
      Patient Advocate
      Global Medical Response

    • Initial Complaint

      Date:08/03/2022

      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.
      After a motor vehicle accident on August 18, 2021 this ambulance company transported me to ****** medical Center. The motor vehicle accident was caused by a drunk driver who had insurance with Geico. Geico was provided with billing information from this company and has paid this company for services. In spite of having been fully paid by the responsible insurance company this provider continues to send me bills on a regular basis. The most recent **** was received on July 30, 2022. I have spoken with this company by phone and provided them all the insurance company information. ***************** advised me that this company was paid by check and the check was cashed by this company. This continued billing by this company is now approaching harassment.

      Business Response

      Date: 08/12/2022

      August 12, 2022

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


                  RE:       Ambulance Transport
                              BBB Case Number:  17664754


      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 contacted the consumer and discussed her concerns.  The consumer provided updated information for follow up with the insurance.   At this time, the account is on hold pending further review with the insurance carrier.

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

      Sincerely,



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

    • Initial Complaint

      Date:07/30/2022

      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.
      On 7/9/2022 called 911 in an emergency situation. Ulnar artery was cut on glass. I was bleeding profusely. This complaint is regarding the billing and not working with insurance or filing the claim. I was unable to do so and have yet to appeal through insurance because no claim was submitted for the first responders. At the nearest hospital 2.7 miles away, they were able to suture the artery and authorize ground transport to a center capable of handling the injury. I received an EOB on the second transfer and it was billed according to my plan details. The initial transport shows up on the website with a message to add insurance to process claim. It also mentions it not being active at time or service, which is incorrect, or insurance paying $0. According to my insurance plan ambulance transportation in an emergency is covered and i would be balance billed the patient liability amount. I immediately received 100% of the **** and am expected to pay or set up payment plan within 30 days. I plan on hiring the aid of a medical billing advocate if needed. But at this point, the claim needs to be submitted to insurance. Its bad enough that for profit ambulance companies dont partner in network with insurance companys. Patients are not able to shop for coverage or pre-authorize in an emergency situation leaving them vulnerable to suprise billing even with insurance. If not submitting a claim properly leads to a claim denial that will have to be appealed. Or im requesting a cost reduction closer to the medi-cal limits for transportation. This is in regards to the first transportation to the hospital before the transfer.

      Business Response

      Date: 08/10/2022

      August 10, 2022

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


      RE:                                Ambulance Transport
      BBB Case Number:      17647699


      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.

      American Medical Response has reviewed the consumers concerns.  Both trips have been billed to the consumers insurance carrier.  At this time, the consumer will need to allow time for a response from the insurance.

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

      Sincerely,




      ****************
      Patient Advocate
      Global Medical Response

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