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:10/09/2023
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.
My mother received ambulance service on 4/29/2023. I accidently paid the invoice twice because even though payment was received they sent a second invoice and I thought it was for another ambulance ride she received from the hospital to the nursing home. I have been requesting a refund since July and everytime I call I am told it will be another 4-8 weeks for the refund to be issued. I can talk to know one in finance and when you press the issue - the representative just hangs up on you.
Business Response
Date: 10/09/2023
Can we please have the run number or patient's name and date of birth in order to look into the account?
Customer Answer
Date: 10/12/2023

Complaint: 20713067

I am rejecting this response because it requested additional information. I am providing the information below:
Account Number: *********
Date: 4/*******
Patient Name: ***************************

Sincerely,

*********************
Business Response
Date: 10/13/2023
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.
The refund of $125 will be mailed out on 10/18/2023.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:10/03/2023
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.
A bill for $1,984.00 was payed in error to Superior Ambulance Service. They have admitted that their fee was covered by ********* The service was in January and paid in error in March. I have called Superior multiple times (5-7) since late March The first time I called they said the reimbursement to me would be processed in 6-8 weeks. I called last week again, talked to ************, and was told it was being processed and should have it this week. Called today to check on the status and was told AGAIN it would be 4-8 weeks!
Business Response
Date: 10/03/2023
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 ********, Inc.
(Superior) reviewed the matter in question.

The patient refund will be mailed out the week of October 9th 2023.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:10/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/28/23 my daughter was admitted to Luries ***************** in ******** **. The doctor requested to be transferred to Luries Children hospital in ******* by Superior Ambulance Company.I was charged $3382.00 for ambulance ride. My insurance paid $2435.04. I looked at my account online at **********************, and it showed balance of zero. I took a screen shot and emailed Superior, but I never hered back from Superior. I called multiple times, and checked online and it still said zero dollars.Superior sent remaining bill to collection agency Credence. If Im not mistaken, Superior should have sent me a bill for the remainder balance ambulance bill before sending it to collections.
Business Response
Date: 10/02/2023
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.

Insurance paid $2,435.04 on this claim leaving a patient balance of $946.96. A copy of the invoice has been attached. The balance of $946.96 has been sent to Credence Resource Management due to non-payment.Credence can be contacted at ************ if needed.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 10/02/2023

Complaint: 20682078

I am rejecting this response because: Superior Ambulance company never sent me a bill with remanding balance by mail or email once they were paid by insurance.
Sincerely,

*****************************
Business Response
Date: 10/02/2023
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.

This account will be removed from Credence and an updated statement will be sent in the mail reflecting the amount of $946.96.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 10/02/2023

Complaint: 20682078

I am rejecting this response because:
I can only ask the BBB to file compliant against Superior Ambulance for falling to provide me with a bill for remaining balance, and sending bill to collections.

Sincerely,

*****************************
Initial Complaint
Date:09/22/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I needed ambulatory service, they sent me a bill for $3200, and then billed my insurance who sent me an EOB stating I would owe Superior $800.70. They never changed my bill, they sent it to collections and are denying my insurance information, billing me as "out of network,' and sent it to collections with wake associates. I even made a payment of $200. Now they still want $3000 to have given me a 3 mile ride. I feel scammed.
Business Response
Date: 09/25/2023
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 Health Alliance Plan, 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.

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 an additional 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, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:09/18/2023
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have copies of superior ambulance billing me for advance life support when Basic Life Support was ordered and administered. I have spoken several times with ********************* ************ ******************************************************* and pleaded with them to review the records since February 2023 they are billing me for a service of much higher level tried to put me into collections so I paid to protect my credit. I am looking to get a correction in the billing and cannot get anyone to look over the files. I have all the Dr ****** the ambulance run sheet but billing error they will not fix. I have emailed 10 times called ************************************************************************************ will they review the records. I have all the paperwork and shows they made a mistake. I was taken 11 miles in an ambulance not even ** and was by myself and they charged me for Advanced Life Support.
Business Response
Date: 09/19/2023
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.

The level of service that was ordered for the transportation provided on 9/6/2022 was for a ************** Transport.Superior is unable to downgrade this level of service due to how it was ordered.

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 an additional 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 ************.
Customer Answer
Date: 10/04/2023
Complaint: 20622308

I am rejecting this response because: To whom it may concern please reopen my case. I a writing in response to Superior Ambulances statement that the physician ordered higher level of care which is FALSE.....i am attaching the PCS (physician certification statement) showing clearly Basic level transport this has been the problem with Superior they are not looking into my records and just overcharging patients i have been trying to correct this issue with them and have not been able to get anyone at superior to look at my records. attached is a copy of statements attached clearly showing Basic Lever Transport ordered by PCS non emergency.

Sincerely,

************************;
Business Response
Date: 10/05/2023
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.

The caller from Silver Cross Health Center ordered a ************** Transport on 9/6/2022 via phone call. Superior is again encouraging the patient to appeal directly with their insurance. Please advise our Customer ********************** department of next steps taken so we can allow additional time for payment. Our Customer ********************** department is also able to set up a payment arrangement on the balance.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 10/05/2023

Complaint: 20622308

I am rejecting this response because:
further information on my above complaint I had a review with my insurance company and here is their statement also ALS was billed when BLS was all that was necessary which physician ordered and superior changed my records for more money.

attached my review results

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

Business Response
Date: 10/05/2023
Attached is a copy of the *** showing A0434 was billed which is a ************** Transport.
Customer Answer
Date: 10/05/2023

Complaint: 20622308

I am rejecting this response because:
I am attaching a copy of the superior ambulance run sheet which clearly indicates ************* ordered BLS ambulance transfer from ** to Endoscopy Operating Room a BLS is the lowest ambulance (Basic Life Support) what they charged me for is SCT *************** Transport) that is a much higher level of ambulance reserved for very sick individuals. It is a higher level of ambulance than the *** (Advanced Life Support) ambulance. To give you an example: someone having a heart attack and needing to transfer from a small hospital to a large hospital with a Cardiac Surgeon and a Cardiac ICU would need at the very minimum and *** ambulance. In most cases that patient would obviously need ******************* if they are running medications that have to continue running while in transport., and they have to monitor the patient because they are literally "life or Death" SCT ************* Transport) Ambulance is just below having to take a Air Ambulance (helicopter) to transfer a patient and as they can see I didn't even fit the needs of a SCT *************** Transport) ambulance. My Physician DID NOT order a SCT *************** Transport) Ambulance per the attached run sheet with Superior. there was also no need whatsoever they are LYING and covering up over billing patients. My ride to Silver cross was nothing more than put her in the back and drive while assistant was looking at snapchat. My IV was put into what is called a Hemlock at the ** before transport so there was NO IV or medications given. There was no blood pressure taken machine was "BROKEN"per assistant.,

I have tried everything in my power and have spent so much time trying to get thru to a person at Superior to pull the records I have even gone to the ** room where the whole incident started and they refer me back to Superiors **ROR in billing. It is impossible to speak to anyone that knows anything and refers me to a collection company but my bill is paid in full on my credit card. This company has some serious billing issues and are overcharging for services not rendered. SOMEONE HAS TO LOOK INTO THIS IMPOSSIBLE situation. They keep telling me it's what the Dr ordered and that is a LIE and they have not pulled my records ********************* ************ said that she will have a supervisor look at it and came back saying the same lies.

Sincerely,

***************************
Initial Complaint
Date:09/09/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/20/2022 and 11/21/2022 and 1/11/2023,I was transported by ambulance to a local hospital for medical emergency. The *** for the 11/20/2022 states we owe ******. 11/21/2022 *** states we owe ******, and the 1/11/2023 *** states we owe 600.33.Superior is a participant in the **** network,which offers a negotiated rate for charges. On the first bill, Superior took the negotiated rate. On the second and third bill, they refused to take the negotiated rate, claiming they are not providers with ****.A letter from insurance plan was sent to superior stating they are a participant with ****. Superior is still claiming that they are not a participant. We have had several documented conversations with superior, they refuse to bill us for the correct amount so we can start payments. Now they are threatening to turn us over to collections if we do not set up a payment plan.All we want is the correct amount owed, to be billed to us. Superior keeps stating they are not a provider, and per our insurance, if that is the case,superior needs to reach out to the insurance company and correct that. So far superior has refused to do that, claiming it is our responsibility to do so.In closing, all we are asking for is the corrected bills be sent to us in order to start payment. Copies of ***s and statements to follow.
Customer Answer
Date: 09/11/2023
Please see attached.
Business Response
Date: 09/11/2023
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.

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 an additional 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, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 09/12/2023

Complaint: 20579948

I am rejecting this response because:
We have talked with our insurance provider and we are being told that on their end Superior is contracted with NPPN and that Superior has accepted the disallowed/discounted rate 11/20/22 $893.10
11/21/22 $1,048.80
1/11/23 $803.10 leaving us owing the remaining balance 11/20/22 $310.25
11/21/22 $686.33
1/11/23 $600.33
but we are being billed for both. If Superior is indeed out of network with NPPN or has a problem then they need to call NPPN at ************** so that they can update their records and reprocess the claims.
***********************
Sincerely,

***********************************
Business Response
Date: 09/13/2023
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 is not in network with the insurance provider,and therefore not required to accept their payment as payment in full.

If you would like to set up a payment arrangement on the balance, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:09/05/2023
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.
On July 31st, I took an ambulance ride for a medical emergency (essentially being forced to go) from this ambulance company. They billed me and my insurance as out of network provider, despite my insurance (United Healthcare) at the time saying it was in network. Regardless, they sold the unpaid balance to a debt collector AR Concepts that appeared on my report last month and when I asked for debt validation, they sent me the invoice, which is fine, but they included the entire report from the police and fire department, which disclosed why I took the ride, medication in my system, what was found in my car, etc. a long with a bunch of other very sensitive information regarding the matter including my mental state. Selling of private medical information is a direct HIPPA violation as I did not authorize the sale of my medical information to a 3rd party organization. I am demanding a resolution to this ordeal, including a removal of this from my report, or I am prepared to take legal action against the company regarding this matter.
Business Response
Date: 09/06/2023
Could you please advise which collection agency you are referring to and possibly attach a copy of what was sent to you?
Thank you,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc
Customer Answer
Date: 09/07/2023

Complaint: 20560870

I am rejecting this response because:
Attached is the report the debt collector sent me. The debt collectors name is AR ************* They put a balance on my report and send me this when I requested validation. The report shows my psychotic disorder, my reaction to stimuli, medication given to me, medication prescribed to me, diagnosed anxiety and ADHD disorders, along with other sensitive information they shouldnt have.

Sincerely,

***************************
Business Response
Date: 09/08/2023
Superior Ambulance does not utilize AR ************ as a collection agency. This may be for a different service such as ******************* Ambulance or *************************** as you had listed on the documentation sent over.
Customer Answer
Date: 09/11/2023

Complaint: 20560870

I am rejecting this response because: upon googling ******************* ambulance, I found that Superior Ambulance popped up right away. I dont understand what the point of lying is. Either way, the collection has been removed from my report so I am happy to close the complaint as long as they admit they were wrong and do not sell my medical information any further.

Sincerely,

***************************
Business Response
Date: 09/13/2023
Superior Air-Ground Ambulance Service, **** is not affiliated with ******************* Ambulance. Please contact them with any questions you may have.
Customer Answer
Date: 09/13/2023

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. I will reach out to another superior ambulance place to hopefully get this resolved

Sincerely,

***************************
Initial Complaint
Date:08/15/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am needing help with who I can file a complaint with in regarding to price gouging from an ambulance company. My 11 year old son was transported from ****** hospital in ********* ** - 7 miles to St. ***************************** because he was in DKA (Diabetic Ketoacidosis) this is considered a life threatening condition. We had no choice but to transfer him for the care that he needed nor did we have the opinion to choose the Ambulance Service to transfer. My son ******* spent 4 full days Inpatient at Children's and was so sick that in order to treat him they had to put a central line into his neck for which is had for 4 days. To my surprise I received an ambulance bill for the amount of $7730.00 for a 7 miles drive. My Insurance which is Anthem processed this claim and applied $706.64 towards my deductible and listed the remaining as over the Maximum Allowable because as you know Ambulance Services are not in network. I cannot believe that this Ambulance Service can get away with this cost of $7730.00 for a 7 mile drive - this is absolutely insane. I am in the process of appealing with my insurance company but if this appeal fails what does the average working family do? I cannot pay this huge ridiculous bill - I don't think any average American family could take on this kind of debt. Do we as a consumer have any recourse? Do we have any protections as a consumer or patient in regards to patient price gouging? Any help would be greatly appreciated. Thank you! *************************
Business Response
Date: 08/15/2023
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 ******************** 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 an additional 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, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:08/07/2023
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 Nov 28 I was transported to ********************************* after a bad fall at home. My family was with me & followed the first ambulance to the hospital. The hospital took extensive tests that were very costly- cat scans, face x-rays, CT scans, dental x-rays, etc. They decided that my injuries warranted moving me to ****************'s trauma center. The ** staff called Superior Ambulance for whatever reason, having run my insurance card & knowing the coverage I had. We reminded the ** staff to burn a disk with all the tests & give them to the ambulance crew so when I arrived at ****************, the results would be immediately available.My family drove separately & assumed Superior had the disks before we left. I asked as well but got no response. I was transported less than 4 miles to **************** but they didn't bring any disks, so there were no copies of any of those tests. The hospital had to do them all over again, and an exorbitant cost. Superior sends me a mystery bill for $1,060, above the $2,056 BCBS paid. I got the final explanation of benefits from BCBS and it showed I did not owe the ambulance company any further payment. I called the insurance company and was told that Superior has to accept what they are contracted for, and to NOT pay the bill. I called customer ********************** at ********************** and they said I owe them and they don't care what the insurance company says. I called BCBS again and they said DO NOT PAY THE ***** After calling Superior again, I was told they are "out of network" and I owe them the money. This is scam billing, not to mention the fact that their neglecting to bring the disks cost me almost $1,000 for all the tests that had to be done again! It also delayed my getting proper treatment and pain medication until the tests results were completed. Based on all the BBB complaints found here, this is clearly a pattern of behavior at Superior and extortion. There is no excuse for leaving without the disks and test results.
Business Response
Date: 08/08/2023
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 ********, Inc.
(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. 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 an additional 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.
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 09/25/2023

Complaint: 20435149

I am rejecting this response because:
I reject the company's response and find it ludicrous. I believe Superior Ambulance Services is contracted with St. ****** hospital? The hospital can't possibly be unaware of their unethical and oftentimes fraudulent billing practices, yet continues to use them and allow them to extort money from patients who are not given a choice. My insurance company received a superbill from the hospital and paid $2,030 to the ambulance company. Customer ********************** said the entire amount was processed as "in network" and Superior accepted payment.

Then Superior Ambulance turns around and is trying to "balance bill" me and extort another $1,060. The insurance company repeatedly told me that Superior cannot do this, and to not pay the bill. Customer ********************** contacted ********************** September ************************* that they have never had to deal with anyone as rude, obnoxious and unprofessional. Superior told them they didn't care what the insurance company paid, they were going after me for the additional money. It doesn't take any time to find the internet is jammed with complaints, class action and private lawsuits against these crooks. Superior has lost virtually every one and paid hefty fines. Here are a few links:

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

Here is the alert that the Better Business Bureau has posted about Superior Ambulance:

Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning:
Consumers allege high or excessive fees for transport
Consumers allege being threatened with being sent to collections
Consumers allege costs not being covered by insurance
On 2/27/2023, 3/15/2023 and 3/27/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 4/6/2023, BBB has had no ****************************:
In February 2023, BBB investigated Superior Ambulances business practices. This investigation was prompted by a large volume of complaints. Consumers allege that the business has high or excessive fees for transport, threatened with being sent to collections, and costs not being covered by insurance.
The BBB contacted Superior Ambulance on 2/27/2023, 3/15/2023, and 3/27/2023 requesting information regarding their products and services as they have several divisions, licensing information, pricing structure, and copies of any contracts between the business and hospitals and consumers.
As of 4/6/2023, Superior Ambulance has not responded to the BBB with the requested information.
The mission of the Better Business Bureau is to promote marketplace trust, most notably, by grading companies based on their trustworthiness and performance and by serving as an intermediary when customers have complaints. It is apparent that Superior has a disturbing pattern of behavior, resorting to the same unethical and likely illegal tactics to extort as much money out of people as they can, especially people who can't afford it. With their well documented history of predatory billing practices, it's time to bring this to the attention of the Attorney Generals Health *********** as well.
Thank you,
*******************

Sincerely,

*******************
Business Response
Date: 09/26/2023
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 is again encouraging the patient to contact BCBS to appeal the unpaid amount. Superior is able to establish a payment plan or discuss discount options in the event that no additional payment is made from BCBS.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Customer Answer
Date: 09/28/2023

Complaint: 20435149

I am rejecting this response because:
I have already spoken to the insurance company several times and they have instructed me to not pay because I do not owe any balance. They paid the bill as agreed and Superior accepted their payment. There is a very clear pattern and long history of Superior doing exactly the same thing to many other people, trying to extort additional money from the patient after the bill has been paid by the insurance company. Patients are given no choice regarding ground transportation, which is how this company has been able to get away with these predatory practices for so long.

Sincerely,

*******************
Initial Complaint
Date:08/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 4/29/23 my daughter required transport from one hospital facility to another. The hospital made arrangements with Superior Ambulance as she was not allowed to be released to me. I was not given any quotes or choice. My insurance paid a portion of the bill and now SUPERIOR is surprise billing for $2563.00 . I request that amount written off as I was not given an estimate, not given a choice and an insurance payment was accepted.
Business Response
Date: 08/02/2023
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 ******************** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

At this time, we are appealing with Anthem on the patients behalf. Please disregard any invoices received up until this point and await for an updated invoice after the appeal is completed.

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

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************

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Superior Ambulance Service is NOT a BBB Accredited Business.