Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

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Pattern of Complaints

Complaints

This profile includes complaints for Superior Ambulance Service's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

164 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/03/2025
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.
On 10/9/2024 my daughter was in the emergency at silver cross in *********. Her hemoglobin dropped to a 5 and she was in a critical state. The nurse and doctors proceeded with blood transfusions to stabilize her and we told theyd finish the transfusion and shed then be transported by ambulance to Luries childrens hospital in *******. ************ is in network with our *************** The nurse said hed finish the transfusion so the cost of ambulance would be lower. Fast forward and a bill arrived from superior. To my surprise, we owed $5630.93. The trip was 42 miles. The insurance company paid $5199.07. So my portion is in addition to this. I was shocked. Thought it was a mistake. Called **** to find out that superior is not in network. I went to an in network hospital and did not choose superior. Silver cross did. My coinsurance and deductible total $1611. 54. I am happy to pay that. I have tried to negotiate my bill with no success. Now superior has sent us to collections. We work hard, pay our bills, try to do things ethically. This bill is shocking. Our daughter is ill and dealing with this is just frustrating. I called collections - it sounds like I was transferred out of the country and it was not a good experience. Id like to understand why superior will not work with us in reason to get this taken care of. They were already paid a substantial amount from ****. Any help is appreciated.
Business Response
Date: 06/05/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:05/23/2025
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 was charged $8010 for an ambulance ride.
Business Response
Date: 05/27/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior does not have any insurance information on file.Please forward this information if available in order for us to bill.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:05/08/2025
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.
on 4/2 my husband was transported across a hospital parking lot by superior ambulance. We were not notified that they did not honor insurance contracted rates- we were charged $1,749 for the 2 min ride. The only monitor was a pulse oximetry so not critical care by any means. When I called in to see why so high was told they do not work with ins therefore does not honor the discounted rates. I discussed that this is an extremely high amount for little service and was told they can charge what they want because they don't honor insurance. How can they cont to do this? It is crazy that this service is a carve out of the no surprise act-this is price gouging and from the conversation had with there customer ********************** they know it and are unwilling to work with anyone. This can't be allowed to cont.
Business Response
Date: 05/12/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer Answer
Date: 05/15/2025

Complaint: 23306164

I clicked reject as resolution has not been made at this time and the email states must reply within 7 days to keep claim from closing. Working with company on an appeal and this will not be completed with in 7 days. Did. Not want case closed so clicked this option.

Sincerely,

*********************************
Business Response
Date: 05/16/2025
Once completed appeal documentation is received, Superior will appeal to the insurance on behalf of the patient.
Initial Complaint
Date:05/07/2025
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.
On 2/27/25 my daughter was born and had to be transferred via private ambulance (Superior) from *********************** to *****************************. On 3/5/25 my daughter was discharged from ***************************** back to ***********************. I am now fighting with insurance, currently in the appeals process with ****, and Superior wants me to pay the bill. Which is over $8,000 between the two ambulance rides. I called to get an extension as insurance will send me the determination of the appeal in the middle of June. I have called 4 times to Superior to speak to someone about these bills and I put myself in the cue to get a call back and never did, until the 4th time. I am then told that they can only give a 1 time courtesy extension of 30 days and notifies me that one account is at risk for going to collections. When a young child has medical needs, companies are money hungry and just want to take the families money. It is incredibly hurtful and disrespectful. We are an upper middle class family but do not have the means to pay our daughters medical bills as they are (in total) over $ *******. Superior was told that insurance would not give a determination until the middle of June and still they had nothing else to say other than we can only do a 30 day extension and then send to collections. I am trying to work with them, but they dont seem to see that we are barely hanging on.
Business Response
Date: 05/08/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Initial Complaint
Date:05/06/2025
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.
Account # ********************* We first received a bill in December of 2024 for an ambulance ride that took place in October of 2023. Our insurance is refusing to pay for this because of the way it is coded. They want it bundled and you claim that can't be done. This is not fair that I am out ***** because of an error in how things are coded. I already pay insurance every month for this stuff to be covered. I would have refused this ride if I would have know this was going to cost me *****. We should be told up front what the cost to us is. I am a single dad trying to support my daughter I don't have ***** to throw away. I have spoken to a manager named *** who was very helpful and tried some things on her end with no luck
Business Response
Date: 05/06/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts
involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ***************
(Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bills
for the transportation services to ***, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for anadditional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
********************************************************************
**********************************************************************************************************
Customer Answer
Date: 05/06/2025

Complaint: 23290154

I am rejecting this response because: there wasn't a response from the business

Sincerely,

***** ********
Business Response
Date: 05/07/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts
involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ***************
(Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bills
for the transportation services to ***, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for anadditional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service******
***************************
Customer Answer
Date: 05/08/2025

Complaint: 23290154

I am rejecting this response because: we've been in contact with *** and they have denied it twice because they want the bill in bulk not itemized. Superior wont re-write it so UMR will cover it.
If you aren't in network with my insurance than I should have been told that and given the choice to say yes or no to the ride. I pay insurance and shouldn't have to pay ***** out of pocket. UMR will cover it when it's written correctly.

Sincerely,

***** ********
Initial Complaint
Date:05/01/2025
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.
My complaint is similar to the numerous other posted ************* husband recently incurred multiple Superior Ambulance trips to & from two nearby ******* hospitals (0.4 miles away).On top of what our insurance paid to Superior ($1749-2629 per trip, which I understand to be a rate much higher than their competitors), Superior is trying to surprise balance bill us directly between $60 & $468 for each ambulance ******* husband already met his ************** OOP maximum for this year, so every dollar of his medical expenses should be covered.Ive spent many hours over the last four months with both our ************** & Superior regarding this issue.BCBS denied all my appeals, stating that SUPERIOR is coding their claims incorrectly (Coding practice utilized by this Non-Participating Provider is inconsistent with current coding protocol.) & suggesting that Superior re-code their claims correctly & re-submit them to BCBS.However, Superior refuses to change their coding.Instead, Superior is attempting to surprise balance bill us over & above what our insurance paid which, it appears from complaints here, is a pattern for Superior trying to get even more money from customers on top of their high charges that insurance companies pay ******* the state of IL, surprise balance billing is illegal. The ambulance service was provided in the state of IL while my husband had already been admitted to IL in-network hospitals.I have asked Superior many times to either:1) Code the bills with current coding protocol as per state of IL laws & re-submit to my insurance company.2) Clear our remaining balance to $**** they refuse to do either, I am filing this complaint.I apparently also need to file a complaint with the IL **** of **************** of Consumer Health Insurance & the IL Office of Attorney Generals Health *********** because Superior is surprise balance billing & not following legal insurance guidelines such as the No Surprises Act.
Business Response
Date: 05/05/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. These claim balances are not covered under the Illinois No Suprises Act and are patient responsibility.Please advise the code BCBS is advising to resubmit the claim as. The balance for majority of the patient transports are for the pulse oximetry line item 94760.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer Answer
Date: 05/05/2025
Complaint: 23275699

I am rejecting this response because:
BCBS is not providing any suggestions for new codes to use. **** leaves it up to the Provider to code correctly.
BCBS EOB responses to Superior claims are:
-The coding that was used for this claim has not been submitted properly.
-This provider has already billed us for this service as part of another procedure.Therefore, no additional payment can be made. The Non-Participating provider should not bill you for the balance resulting from their coding practice.
-"The bill for this service is a duplicate. The provider should not bill you for this.
-For 2 EKGs for which BCBS paid $30.61 for a service for which Superior charged a whopping $400!: Charges exceed PPO allowance. or "Your Health Care Plan covers eligible services up to an allowed amount. Since this amount has been paid no additional payment can be made. You are responsible for the charges over the allowed amount.

It sure seems to me that these claim balances are covered under the Illinois No Surprises Act.

DETAILS ABOUT THE NO SURPRISES ACT:
Under the No Surprises Act, the federal law bans:
-Surprise bills for most emergency services. It covers the situation where you get services from an out-of-network provider without approval beforehand. The law also protects against surprise billing by out-of-network air ambulance services.
-Out-of-network balance billing for most emergency and some non-emergency services. You cant be charged more than in-network cost-sharing for these services.
-Out-of-network charges and balance bills for certain additional services (like anesthesiology or radiology) provided by out-of-network providers as part of a patients visit to an in-network facility.
Additionally,the federal law requires that health care providers and facilities give you an easy-to-understand notice that explains:
-Your billing protections,
-Who to contact if you have concerns that a provider or facility has violated the protections, and
-That patient consent is required to waive billing protections (i.e., you must receive notice of and consent to being balance billed by an out-of-network provider).
******** also has a No Surprises Act. Under Illinois law, you cannot be charged greater out-of-pocket expenses than you would have been charged for covered, in-network physician or provider services. Also, the out-of-network provider should not send you a bill.

WAYS OUR SITUATION IS A VIOLATION OF THE NO SURPRISES ACT:
-We did not give approval for the use of this out-of-network provider.
-We are being surprised billed by this out-of-network ambulance service.
-We are being balance billed for emergency service by this out-of-network provider.
-We are being charged more than in-network cost-sharing for these services.
-We are being charged and balance billed for additional services pulse oximetry, 3 lead EKG monitor, oxygen therapy provided by this out-of-network provider as part of a patients visit to an in-network facility.
-This provider did not give us an easy-to-understand notice that explains our billing protections & who to contact if we have concerns that a provider has violated the protections.
-We did not receive any notice of or give any consent to being balance billed by this out-of-network provider.
-We are being charged greater out-of-pocket expenses than we would have been charged for covered, in-network provider services.
-This out-of-network provider did send us bills that they should not have sent as per this law.
Business Response
Date: 05/06/2025
These claim balances are not covered under the Illinois No Suprises Act and are patient responsibility. Please advise the code BCBS is advising to resubmit the claim as. The balance for majority of the patient transports are for the pulse oximetry line item *****.
Customer Answer
Date: 05/07/2025
Complaint: 23275699

I am rejecting this response because:
BCBS is not providing any suggestions for new codes to use. **** leaves it up to the Provider to code correctly. I understand that **** has had at least two phone conversations with Superior regarding the issue with our invoices not being coded correctly.
BCBS EOB responses to Superior claims are:
-The coding that was used for this claim has not been submitted properly.
-This provider has already billed us for this service as part of another procedure.Therefore, no additional payment can be made. The Non-Participating provider should not bill you for the balance resulting from their coding practice.
-"The bill for this service is a duplicate. The provider should not bill you for this.
-For 2 EKGs for which BCBS paid $30.61 for a service for which Superior charged a whopping $400!: Charges exceed PPO allowance. or "Your Health Care Plan covers eligible services up to an allowed amount. Since this amount has been paid no additional payment can be made. You are responsible for the charges over the allowed amount.

It sure seems to me that these claim balances are covered under the Illinois No Surprises Act.

DETAILS ABOUT THE NO SURPRISES ACT:
Under the No Surprises Act, the federal law bans:
-Surprise bills for most emergency services. It covers the situation where you get services from an out-of-network provider without approval beforehand. The law also protects against surprise billing by out-of-network air ambulance services.
-Out-of-network balance billing for most emergency and some non-emergency services. You cant be charged more than in-network cost-sharing for these services.
-Out-of-network charges and balance bills for certain additional services (like anesthesiology or radiology) provided by out-of-network providers as part of a patients visit to an in-network facility.
Additionally,the federal law requires that health care providers and facilities give you an easy-to-understand notice that explains:
-Your billing protections,
-Who to contact if you have concerns that a provider or facility has violated the protections, and
-That patient consent is required to waive billing protections (i.e., you must receive notice of and consent to being balance billed by an out-of-network provider).
******** also has a No Surprises Act. Under Illinois law, you cannot be charged greater out-of-pocket expenses than you would have been charged for covered, in-network physician or provider services. Also, the out-of-network provider should not send you a bill.

WAYS OUR SITUATION IS A VIOLATION OF THE NO SURPRISES ACT:
We did not give approval for the use of this out-of-network provider.
We are being surprised billed by this out-of-network ambulance service.
We are being balance billed for emergency service by this out-of-network provider.
We are being charged more than in-network cost-sharing for these services.
We are being charged and balance billed for additional services pulse oximetry,3 lead EKG monitor, oxygen therapy provided by this out-of-network provider as part of a patients visit to an in-network facility.
This provider did not give us an easy-to-understand notice that explains our billing protections & who to contact if we have concerns that a provider has violated the protections.
We did not receive any notice of or give any consent to being balance billed by this out-of-network provider.
We are being charged greater out-of-pocket expenses than we would have been charged for covered, in-network provider services.
This out-of-network provider did send us bills that they should not have sent as per this law.
Initial Complaint
Date:04/16/2025
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.
7-18-24 I was told that I had to be monitored so I would need to be taken via ambulance from ********* to *****************. They said I could not have my husband drive me. When the ambulance finally arrived they buckled me onto the cart and put in the ambulance. One EMT got in the back opened a cubby hole above and took something out and proceeded to the front passenger seat where he stayed until we arrived at the hospital. I watched my husband out the back window all the way to the hospital thinking It would have been more comfortable in the car and at least he would talk to me. The ***'s never said a word to me until they unloaded me at the other hospital and then they said we're taking you up to the 10th floor to your room. When we got there they unbuckled me and said theres your bed. I was so angry no doctor or nurse for about 15 to 20 minutes after I got in the room. when the nurse did come in all I wanted to do was leave. She went and got the paperwork so I could sign myself out. In the meantime my husband who was a witness to all of this talked me down and I stayed. ( My nurses were awesome during my stay ). When I received the bill from Superior Air I called to question the *** and pulse oximetry monitor portion. I was told it was my word against 2 EMT's. I told her my husband has been a firefighter for 25 yrs and was there the whole time, could see them in the front seats as they drove off and every time they turned a corner and when they got out of the ambulance. It is also my right to have a copy of any and all medical records from this company. Falsification of medical records is not something I take lightly nor being falsely charged for services not rendered. I have since filed a complaint with the fraud department and have no issues with taking this further.
Business Response
Date: 04/18/2025
Please sign the attached document in order for us to release the ************ Report.
Customer Answer
Date: 04/22/2025

Complaint: 23214875

I am rejecting this response because:There is no need for them to have any of my medical records unless they actually provided medical services to me. I will send a written request for any medical records for ******************** that they say the EMT's provided on that day.

Sincerely,

********* ******
Business Response
Date: 04/22/2025
Once the attached document is signed, Superior will release any records requested showing services that were provided.
Customer Answer
Date: 04/23/2025

Complaint: 23214875

I am rejecting this response because: I have sent a written request via receipt confirmation to both locations for any documentation while I was being transported between
hospitals. I will not sign a release for anything before or after that time period. I would like to see documentation/proof that the ***'s did anything at all other than transport me.

Sincerely,

********* ******
Initial Complaint
Date:04/14/2025
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.
My husband ***** ******* was admitted to ************* on 8/13/2024 for a procedure and was expected to stay overnight. He had complications and was discharged 8/28/2024. He needed rehab and was transported to the nearest facility to our home with a ******** 5 star rating. I approved this location as he was there earlier this year. I was also told that ******** covered this expense, so agreed. ******** and New Era did pay the approved amount, as you can see on the attached file. But Superior is attempting to obtain additional funds. This is unacceptable and is extortion! They received the approved amount, which they agreed to. We do not owe them anything more. Please correct their price gouging. Thank you!
Business Response
Date: 04/14/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

******** will only cover mileage to the closest appropriate facility in proximity to the sending facility. In this instance,the closest appropriate facility to ****************************** was 14.8 miles in which they covered. ******** denied the remaining 28.5 miles as non-covered which leaves a patient balance of $1,111.50.

In order to appeal, Superior would need a letter from ****************************** stating *******************/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
*****************************br>******************
**********************************************************************************************************
Customer Answer
Date: 04/14/2025

Complaint: 23196198

I am rejecting this response because: *** is an Indiana resident, this was known prior to transport. He needed to be close to home. It was non-emergent and the location he was being transported to was also known and agreed upon prior to transport, by both the MD and the service arranging transport. This excessive cost is unacceptable.
Sincerely,

******** *******
Business Response
Date: 04/15/2025
Please contact ****************************** for a letter stating Millers ***********/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient in order for Superior to appeal this non-covered mileage.
Customer Answer
Date: 04/16/2025

Complaint: 23196198

I am rejecting this response because:as I said if the previous rejection statement this was the closest facility to our home. This is also price gouging. It was not an emergent transport, but a scheduled transport. ******** and supplement is all they should get paid. This transport was scheduled and was stated that ******** covered it and his supplement paid the remainder due. No additional payment is necessary.
Sincerely,

******** *******
Initial Complaint
Date:04/08/2025
Type:Product 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.
Date used service: 4/27/************ refuses to send me a monthly statement of the agreed upon amount of $84.00 even after numerous emails and phone calls. Two weeks ago I was told a new statement was put in the mail and I have received nothing. I just sent them $84.00 today but who know if it will get credited to my account. All I am asking for is a timely monthly statement like every other company sends.
Business Response
Date: 04/10/2025
Attached is a copy of your most recently updated statement.
Customer Answer
Date: 04/17/2025

Complaint: 23177486

I am rejecting this response because:
This matter is not resolved. Superior provided a statement that does not reflect the $84 I recently paid nor does it show that I should pay $84 a month. They are showing to pay the entire amount which is incorrect. I recently sent $84 a couple weeks ago and who knows where it went. I have also filed a complaint with ************************ as this company tells you one thing on the phone and never follows through.

Sincerely,

***** *****
Business Response
Date: 04/17/2025
Please allow time for the most recent payment made on 4/8/25 to be posted. The statement sent in the previous response shows each monthly installment of $84 made.
Initial Complaint
Date:03/24/2025
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.
Insurance has covered all of the costs for the account number *********. However, the ********************************************* has been requesting additional payment for several months. Please adjust your balances and stop harassing the customers.
Business Response
Date: 03/26/2025
Your account has been paid in full by *****. Please disregard any invoices received.
Customer Answer
Date: 03/26/2025

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,

Mus Guler

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Superior Ambulance Service is NOT a BBB Accredited Business.