Complaints

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

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• 

  Superior Ambulance Service

  395 W Lake St Elmhurst, IL 60126-1508

• 

  Superior Air-Ground Ambulance Service, Inc.

  2611 Garfield Ave Highland, IN 46322-1609

• 

  Superior Ambulance Service

  P.O Box 1407 Elmhurst, IL 60126-8407

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:06/27/2023

  Type:Order 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.

  Date of transaction:10/10/2022 I was transported for a distance of three miles, from St.Mary's to UWHealth Hospital (non-emergency, Level 1). At the time I had no concept of in- vs. out-of-network ambulance services, since I simply never needed this type of service. As it was billed out-of-network, I feel the cost to be exorbitant. According to my insurance, ground service ambulance companies can charge anything they want to. After my insurance covered $489.88 of the cost, I am stuck with a bill of $2,187.12. In other words the total bill is $2.677.00. When looking at average ambulance costs of in the $1,000 - $1,200 range, I'm wondering how we got to this disproportionate number. I have called the customer ********************** number, but simply get stuck in a waiting loop. The call-back agent never returns calls either.

  Business Response

  Date: 06/28/2023

  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 WPS Health Insurance 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, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20238093
  
  I am rejecting this response because:

  1. I have already verified that the insurance company will not pay since it is out-of-network, a fact ignored by Superior.

  2. Superior has not addressed the exorbitant cost of services rendered on 10/10/22. Superior could provide an itemization to explain the cost.

  3. Setting up a payment plan does not address the issue of incurring cost.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 06/29/2023

  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.
  
  An itemized statement is attached to this response.
  
  Superior is again encouraging the patient to contact the insurance company to appeal directly with the insurance company. Please advise our customer ********************** department of the action that is taken with the insurance,so that we can allow time for an additional payment. Our Customer ********************** department is also able to assist with the balance in regards to a payment plan or settlement.
  
  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: 06/29/2023

   
  Complaint: 20238093
  
  I am rejecting this response because:

  1.) Superior has not itemized the the $2,100.00 cost  - the attachment today is simply a reprint of the original bill. It doesn't resolve the issue of exorbitant fees, and it doesn't explain it away. Please provide an itemized statement regarding the $2,100.00 charged on 10/10/22.

  2.) Superior does not seem to understand that the insurance company is not going to pay this bill since services rendered were out-of-network. I have communicated at length with the insurance regarding this. ************************* of Superior suggests the following:"... the service was ordered by a physician, and should be reimbursed as such by the insurance plan."  Actually, from the consumer end it functions according to very specific plans within the insurance framework. There is no provision for out-of-network services ordered by a physician, which then would be automatically be reimbursed by the insurance plan - it depends on the type of insurance plan signed up for. I did not sign up for out-of-network services.

  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:05/23/2023

  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 had a ambulance bill from 10/23/2022 the amount of $1300 I called and talked to the superior ambulance service, and agreed to make payments until the amount is paid off Jan 9 $500 Feb.10. $400 Mar 13 $200 Apr 13. $100 Apr 24 $200 Superior ambulance service sending out statements that were incorrect and weeks behind resulting in an overpayment of $100 on my account and I wasnt getting credit for what I paid. I called customer ********************** twice and they agreed that I did overpay the amount of $100. Its in a month since my last payment I have yet to receive an updated statement or my refund of $100.

  Business Response

  Date: 05/23/2023

  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.
  Your refund of $100 has been submitted to the original card. Please allow 3-5 business days to receive the funds.
  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:05/18/2023

  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.

  2-27-23 My wife needed Transportation From a ****************** *************************** ********* **) to a Health care Facility (******, ********* **) 7 miles. ****** was needed for transportation. Select Hospital chose Superior Ambulance Service for the transportation. I was not given a choice. Select Hospital was aware my Health care Provider was BCBS of Michigan. Superior Ambulance, I find out now, does not participate with BCBS as a provider. I am now being billed $2000 for that transfer. My assumption was transportation would be covered by my insurance. If I would have know this was incorrect, I would have arranged transportation myself. Not sure who to file a grievance against, Select for their choice of Ambulance Service, or the Ambulance Service for not making me aware that this transportation was not coved by my insurance.

  Business Response

  Date: 05/23/2023

  Please provide the patient's name or account number that appears on the invoice.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20074786
  
  I am adding additional requested information
  patient:  *********************************
  account#  ********
  Sincerely,
  
  *************************

  Business Response

  Date: 05/25/2023

  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 ********, 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 of Michigan, 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
  **********************************************************

• Initial Complaint

  Date:05/15/2023

  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 9/30/2022, my daughter had to take an ambulance from ****************** to ****************. The ride was 4.5 miles (less than 5 miles) and Superior Ambulance is charging me over $8,000. They did not tell us the cost beforehand otherwise; I would have checked my daughter out against medical advice and driven her myself. The insurance with my new job didnt start until 10/1 so we had no coverage. I reached out to their billing department several weeks ago to talk to someone about getting it reduced and the billing person told me that it is not being reduced and when I asked to speak to a manager she said good luck finding one and hung up on me. They also did not send me an itemized bill as I requested in my call with them. I then called their corporate office and spoke to someone who I thought would help me get the bill reduced and now he is not calling me back. I have called him at least 4 times and no call back. This bill is outrageous and Superior takes complete advantage of those that are in need of help and lies to customers by not telling them the cost before their services are needed. I just want the bill reduced to a reasonable amount.

  Business Response

  Date: 05/15/2023

  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 ********, 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 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: 05/15/2023

   
  Complaint: 20060041
  
  I am rejecting this response because you didn't even READ my complaint. If you had, you would know that I did not have insurance coverage!!! This has nothing to do with insurance, I am asking for a reduction to my bill based on the complaint I submitted below.

  On 9/30/2022, my daughter had to take an ambulance from ****************** to ****************. The ride was 4.5 miles (less than 5 miles) and Superior Ambulance is charging me over $8,000. They did not tell us the cost beforehand otherwise; I would have checked my daughter out against medical advice and driven her myself. The insurance with my new job didnt start until 10/1 so we had no coverage.
  I reached out to their billing department several weeks ago to talk to someone about getting it reduced and the billing person told me that it is not being reduced and when I asked to speak to a manager she said good luck finding one and hung up on me. They also did not send me an itemized bill as I requested in my call with them.
  I then called their corporate office and spoke to someone who I thought would help me get the bill reduced and now he is not calling me back. I have called him at least 4 times and no call back.
  This bill is outrageous and Superior takes complete advantage of those that are in need of help and lies to customers by not telling them the cost before their services are needed.
  I just want the bill reduced to a reasonable amount.
  

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2023

  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.
  
  Please provide any supporting documentation showing financial assistance was approved by either hospital and Superior is able to send a financial assistance application to the patient. Otherwise, payment arrangements will be offered.
  
  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: 05/24/2023

   
  Complaint: 20060041
  
  I am rejecting this response because: we are currently on a payment plan with Northshore for $120 per month. What do you need to see? **************** hasn't finalized the bill yet but we will be on a payment plan for them too. I also emailed about a possible $2,000 settlement. Please reply to it.  I need to be done with this bill. YOUR COMPANY  is the one who put me and my family in this position by not disclosing cost BEFORE services. I would not have this bill and horrible stress on me and my family if they had! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/25/2023

  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 ********, Inc.
  (Superior) reviewed the matter in question.
  
  Superior has offered a settlement of $5100 split into 4 payments of $1276.50 or a payment plan on the full balance of $8510 for 18 months of $472.77.
  
  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: 05/25/2023

   
  Complaint: 20060041
  
  I am rejecting this response because: as I have said many times in my emails to you, I cannot afford the offered payments! I told you I can only pay $100 a month. I am asking them to keep the reduced total of **** and set up a payment plan for 36 months. I will make higher payments when I can to pay off sooner.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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.

  My insurance has been back and forth with this particular company and they keep saying over and over they haven't received the money from my insurance when I know well my insurance sent them a check twice and processed this claim I have the paper provided my that they processed the claim a second time this company won't stop billing me I need this really need this resolved I have been talking with this company and my insurance the past 4 months now I am overwhelmed

  Business Response

  Date: 05/02/2023

  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.
  Please have ********** Blue Shield of Michigan contact Superior directly with the check number, check date and check amount that was sent as Superior has not received any funds for this account as of yet.
  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: 05/03/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/26/2023

  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 November 28, 2022 my son was playing football in the ***** Division 5 Championship game when the broke both bones in his forearm. A Superior Ambulance was on site and made the initial determination that both bones were broken and he would need to go to the hospital. The Driver presented two options: 1. they could take him to the hospital but there would be a charge or 2. they had stabilized the arm and we could take him to the hospital ourselves. We chose the later.5 months later (4/13/2023) we receive an invoice to pay $150.75 and they have already charged our insurance $299.25. The service line indicates DET911 BLS RESPONSE CHARGE of $450.00.* There was no 911 call * ***** contracted with Superior Ambulance to cover the championship games all weekend * I did not accept their ambulance service nor did I call for their service as it was provided by *****.

  Business Response

  Date: 04/27/2023

  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 was dispatched via 911 to the scene and due to this, there is a response charge. As a courtesy, Superior submitted the bill for the transportation services to BCBS of Michigan, 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.
  
  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: 04/27/2023

   
  Complaint: 19984344

  I am rejecting this response because:
  

  The business has provided no proof that Superior was dispatched via 911.  The event took place at ********** in ******* and the Ambulance was parked in the Tunnel near the locker room area the entire time that the game was being played.  The Ambulance staff stabilized the forearm with a splint and wrap (which ************************************** said was too tight).

  If the charges were related to the services provided that could be an acceptable argument but the basis of my argument with these charges are that this ambulance service is double dipping in that they were paid by MSHAA to be at the event for multiple games (Not just the division 5 game where this occurred).  There were other injuries in other games, were those people also charged this Response Fee?

  If proof of the 911 call could be provided I would encourage the business to provide it.  Not to mention there was a discussion with the driver about whether there would be any charges if we transported my son to the hospital ourselves.  There is clear deception at work here.  Was the ambulance staff questioned about this incident during the investigation?  

  Please review the link: ******************************************* at 12:36 is when the incident occurred.  This was the third game of the day and the Ambulance was already onsite.  If 911 was called how was the ambulance already in the tunnel of ********** when my son came off the field?

  Sincerely,
  

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

  Business Response

  Date: 05/01/2023

  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.
  Again,we are encouraging the patient to contact the insurance company to appeal the unpaid amount as we are not contracted with your insurance. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment.
  
  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: 05/03/2023

   
  Complaint: 19984344
  
  I am rejecting this response because I have been instructed not to pay this amount by the ******** ******************************** who is working with ********** to resolve the situation as they also feel that these charges are not accurate.

  In addition I have reached out to my insurance provider and reported this claim to the fraud, waste, and abuse department.

  The Claim attached clearly shows that $321.75 was covered by ********** and $128.25 for the patient responsibility.

   The bill (previously attached) shows only $299.25 was covered and a patient responsibility of $150.75

  This appears to be an obvious attempt to fraudulently over charge $22.50 by indicating that the insurance company covered less than it actually did.  Not to mention there has been no evidence submitted to prove that the organization actually responded to a 911 call.

  Obviously this company has no intentions of resolving this complaint through BBB so we will take other courses of action.  Yesterday I submitted (in writing) a validation request pursuant to 15 USC ****g Sec. 809 (b) of the ***** and copied the Federal Trad Commission.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/04/2023

  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 balance of this invoice has been waived. The patient balance is now zero.
  
  If there are any additional questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 05/04/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/20/2023

  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 October 3 I went to the ************** Hospital with abdominal pain. They didnt have a surgeon on staff to do the surgery so I was told by the hospital I had to be transported via ambulance to another hospital. About a month later I received a bill for almost $2600 to be transported 4 miles, I have contacted other private ambulance services in the area and was told their rate is less than half. But ****** has a contract with Superior so I didnt have any option. I have tried numerous times to contact Superior Ambulance about this bill and wait between 1.5 to 2 hours on hold before ever talking to anyone. When you do talk to someone they just say they will send the bill to a supervisor to review it. After the supervisor reviews the bill they simply send another bill and threaten to send you to collections.

  Business Response

  Date: 04/20/2023

  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 Common Ground Ins, 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
  **********************************************************

• Initial Complaint

  Date:04/15/2023

  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.

  Superior Ambulance Service is attempting to double-bill me. I paid the bill online using the instructions on the invoice I received. I was provided with a payment confirmation number. Two weeks later, I received another statement saying that the bill was past due. I believe that this is an attempt to defraud a senior citizen.

  Business Response

  Date: 04/17/2023

  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.
  Any time a payment is made, please allow time for it to be posted to your account. The invoice crossed in the mail prior to the payment being posted. Your account is paid and closed.
  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: 04/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me.

  However, if I should receive any further invoices from Superior Ambulance Service, I reserve the right to file additional complaints.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/15/2023

  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 June 3,2022 I was taken by ambulance after calling 911 to ********************** However I requested they bring me to **** which is also just 1.5 miles away since that was where my ongoing care team was where I was being treated for a bacterial infection in my spinal cord. Northwestern told me that I needed to be transferred back to **** to get the proper ongoing care from the medical team that was treating me and they ordered an ambulance to transport me 2 miles to **** hospital. I didnt have any choice in the ambulance company they ordered and found out months later that Superior Air and Ground charged $7,495 and are out of network. My insurance paid $2,554.84, which is more than customary considering the extremely short distance between hospitals. Superior never sent me a bill in the mail notifying me that I owed them anything additional. All I received was an EOB from BCBS, but never once a bill from Superior. They now sent me to collections and I think I that theyre attempt to collect another $4,940.16 from me is egregious and breaks the law around medical billing since I never was billed before they sent me to collections. Please please help me with this as I have been researching this company and they have a track record of gauging patients on out of network ambulance rides.

  Business Response

  Date: 04/17/2023

  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 sent 4 invoices to the address provided by ************ which was **************************************************************. Please confirm your correct address and Superior will remove from collections and re-send the invoice as well as re-start the billing cycle.  
  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: 04/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate their prompt response however I found that they never included my unit number when mailing invoices to me and then they sent me to collections when they never sent to the proper address. So I now have the copies of past invoices, and they took me out of collections, but still have to scramble to pay $4940 bill with zero notice since I never received a bill previously and they refuse to negotiate down the egregious amount charged which is 2.5X the average ambulance charge of any other company. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/19/2023

  I cannot say my complaint is resolved because I believe that this company is taking advantage of innocent consumers by not contracting with insurance carriers so they are deemed out of network and then they are free to price gauge and go after consumers at their greatest time of need: when they dial 911. The reviews on BBB and other sites fully support this in mass volumes. This company will not negotiate pricing to the reasonable and customary ambulatory charges for anyone and instead choose to ruin the credit of thousands of people by sending them to collections. They sent me to collections after sending invoices to an address missing my apt number therefore **** never delivered any of them. Now, they refuse to negotiate the balance of $4,940 after already receiving over $2,400 from my insurance company. In total they charged $7495 for a 4 mile ambulance ride. This is criminal. So no, I cant confirm that my compliant is resolved and I want my review and experience to be shared so that others can avoid Superior at all costs. Thank you. 

  Business Response

  Date: 04/21/2023

  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 removed the patients account from *********************** and has restarted the billing cycle on this account. We have offered a payment plan to the patient in the amount of $411.68 for 12 months.When the patient called with a **** representative on 4/18/2023, the **** representative advised the patient is able to appeal the balance with them. We are advising the patient appeal the balance with insurance.
  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:04/14/2023

  Type:Customer Service 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 2/1/2023 I was rushed to the emergency room with symptoms of a stroke. It was quickly determined that I was indeed having a stroke and needed to be airlifted to another hospital that could treat me. The air ambulance ride lasted about 15 minutes, and I was rushed into surgery. My insurance was billed by Superior, an out of network provider, but they paid the total allowable amount. My insurance company also provided me with information about the "No Surprise Act," and my protections against balance billing. They stated that under this federal protection Act I could not be billed more than my cost share which was zero. Imagine my surprise when I open the mail and receive a bill for $17k (the balance after my insurance payment). This is a blatant violation of the "No Surprise Act." To which air ambulance providers are banned from balance billing. Insurers and providers are also required to have information pertaining to the "No Surprise Act," but this unethical company did not provide this and there is no resources on their website. This is another violation under the "No Surprise Act." I have contacted the "No Surprise Act" help desk to file a complaint. I will also be filing a complaint with the ******** ********** of ********** and possibly seeking legal counsel if they continue to balance bill me.

  Business Response

  Date: 04/14/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Air Superior Ambulance Service (Superior) reviewed the matter in question.
  This claim is covered under the No Surprise Act.Please disregard the invoice received.
  If there are any further questions, please contact Customer ********************** at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 04/14/2023

   
  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. However, I would like a statement in writing that I am not responsible for the balance. 
  
  Sincerely,
  
  ***********************