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:04/13/2023
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.
My wife was wife hospitalized at ************** hospital from 2/15/23 to 3/08/23. She was diagnosed with Bile duct cancer stage 4 metastasized. She was too weak to start Chemo so they told us they would start radiation to try and shrink the 6cm tumor that was blocking the Billiary gland from properly drainng the waste from the liver. They said her first treatment would done on 2/28/23 at the ****** next door on the campus and she would be wheel chaired over and back by an orderly., just like she was with all of the other numerous scans,mri, x-rays and the two surgeries to place a billiary catherer; they botched the first one. I opened a bill from Superior Ambulance and to my surprise instead of taking her over to ****** center on 2/28/23, which is 528 feet from the hospital , someone contacted Superior Ambulance to come over to the hospital and take her there for her appointmant which lasted 15 minutes. The bill was ***** , BCBS paid ****** leaving a bill of ********. I contacted Superor Ambulance with my complaint ,which was a waste time and they wouldnt tell me who at the hospital authorize the serice nor would tell who to contact over there. I have power of attorney over her heathcare decisions and they hade my contact and no called and wife was lethargic at the tiime. She told later on that day that hosptial staff took her over the ****** center. My wanted resolution for this complaint is to have Superior Ambulance to seek payment from ********************* because if they contacted me I would have not authorized this , I would have came and took her over to the ****** Center myself just lke I did for her other 7 appointments for Radiation . Btw the radiation didnt shrink the tumor but it did take away her sense of smell and her appetite which result in further weakness and weight loss. She hasnt had solid food in over a month. If this isnt the correct platform for this complaint could please direct me to right place for this complaint. .
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, 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 BCBS, 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: 04/14/2023

Complaint: 19934322

I am rejecting this response because: I asked Superior Ambulance customer servce rep on April 13 for the physican that called for their and was not giving the name. The physician and South ***************** knew what network the patient was in, she had hospitalized there since Febuary 15,2023 and had contact on more than one occassion with BCBS . Im sure they knew Superior Ambulance was not in her network and they were also aware of their history of over charging clients per the other complaints already filed on BBB. The physician team told myself, her husband , my sister and the patient that she would be brought down from the second floor of hospital and transported to the ****** center by wheel chair for her radiation treatment ' There was no reason for a private Ambulance service to conducting any kind of non-emergency service for an inpatient that getting treatment on the same campus , the ****** Center is 528 feet from the hospital and even if the patient had arthorized the transport you charged over ****. Now I will ask again who at South Suburban Hospitlal authorized your service I can continue to pursue this because you wont be get anything fron us and we arent worried about the bill going into collection ,our time will focus on prolonging the patients life since her ****** diagnosis is poor. We will not be harrassed about a mistake a physican at South Suburban hospitial made, we did not authorize your service and were lied to by the staff at the hospital . Seriously ,**** for non-emergency work that the hosptial orderly was supposed to do?
Sincerely,

*************************
Business Response
Date: 04/18/2023
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 suggesting the patient contact their insurance to appeal the unpaid balance. In the event the appeal is unfavorable, please contact our Customer ********************** department to set up 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
**********************************************************
Initial Complaint
Date:04/12/2023
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.
Date of service: 10/12/22.Date: 11/9/22: I paid $458.91 plus $382.18 = ****** Date: 11/29/22: BCBS paid $1815.30 after I disputed their denial.Since December, 2022 I have been trying to get reimbursed with no success. I was originally told 4-6 weeks and waited and I again began calling.I am told that a customer ********************** rep emailed management. No response.I called today and spoke with an unpleasant male who dismissed me saying they are back logged without him even looking at the record to comprehend I am almost 5 months out without reimbursement.I asked for a supervisor and was sent to a voice mail. I left a message for someone named *****. No return call. I emailed corporate compliance 4/11/23, no response.This failure to reimburse me at over 18 weeks is fraudulent on Superior Ambulances part as they received my money along with insurance.
Business Response
Date: 04/13/2023
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 submitted a refund in the amount of $841.09 on 4/12/2023. Please allow 3-5 business days for this amount to be placed back on the original card.
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:04/10/2023
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.
For Superior Ambulance Service date 10/20/22 account 22-467730 accepted my Anthem BCBS PPO insurance payment of $1272 to reduce my $8,800 bill to $6,700 and to further reduce my bill to $3900 if paid by 4/17/23. This is still an exorbitant fee and is still approximately 8 TIMES the national average cost of emergency ground ambulance services. Its unfortunate a business is allowed to exploit emergency services and bill customers such high costs compared to other ambulance services for the same care and services, while going unchecked by government entitites. My original bill was roughly 17 TIMES the national average of emergency ground ambulance fees. *I am still waiting to receive copies of the agreement I supposedly signed while under the influence of serious mind altering medications. I initially requested the documentation via email on 3/21 to *********************. Repeat phone call follow up on 3/29 via phone call to ********************* showed nothing was sent out from medical records. Email on 4/10 to ***** states documents were mail on 3/29, I have yet to receive.*Federal law states new unpaid medical debts wont be added to credit reports for a full year after being sent to collections. Then even after that if the bill is settled the credit score will be unaffected immediately upon settlement. Due to this, I am willing to be patient and remain steadfast in seeking further reduction. I am offering a fair and good faith offer of $1,272 paid in full to fully settle the bill. This is on top of the already paid funds ($1272) from my Anthem BCBS PPO insurance plan.This will be a total of 5 times more than the national average for emergency ground ambulance services. Continuing to price ***** customers while unchecked by authorities even after receiving just under $14 million in PPP loans that were forgiven is borderline theft and should be investigated by the US *** and the Office of the Inspector General who I will also be contacting regarding the billing practices
Business Response
Date: 04/11/2023
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 Anthem BCBS, 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: 04/11/2023

Complaint: 19919480

I am rejecting this response because:
I have already contacted my insurance, as you should see in my file. They processed the claim correctly for emergency services and paid the amount that is standard for emergency ground ambulance services. Also I have requested a copy of the documents I supposedly signed while under the influence of: fentanyl 150mcg, toradol 30mg, dilaudid 2mg, ketalar 46 mg, and lorazapam 1mg. I have left 2 messages for the medical records department, and sent 2 emails asking for help to my customer ********************** representative. If the forms were sent out 3/29, then I should have them by now. Also my emergency contact/spouse was not contacted by your company to ask for consent to services. I clearly was not of clear mind to male these decisions independently.

Luckily, recent federal law states new unpaid medical debts wont be added to credit reports for a full year after being sent to collections. Then even after that if the bill is settled the credit score will be unaffected immediately upon settlement.

Due to this, I am willing to be patient and seek further reduction. I am offering a fair and good faith offer of $1,272 paid in full to fully settle the bill. This is on top of the already paid funds ($1272) from my Anthem BCBS PPO insurance plan. This will be a total of 5 times more than the national average for emergency ground ambulance services and is MORE than a fair amount to close out the account as PAID IN FULL.
To continue to price ***** customers continuously while unchecked by authorities like this even after receiving just under $14 million in PPP loans that were forgiven is borderline theft and should be investigated by the US ********** of ******* and the Office of the Inspector General who I will also be contacting regarding the billing practices. These departments are my next step if you do not make a good faith attempt to work with me further to resolve this matter.
Sincerely,

*****************************
Business Response
Date: 04/11/2023
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.
A settlement of $3900 split into 3 payments was offered as payment in full on 2/15/23. Superior is not able to accept $1272 as payment in full for this account. We are again suggesting the patient contact their insurance company to appeal the unpaid amount.
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: 04/11/2023

Complaint: 19919480

I am rejecting this response because:
I still have not received documents I requested on 3/21/23. Our US mail came again today and documents were not in our bundle. Can you please email them to me, or attach them to this thread. Thank you for putting in writing what was offered to me as a settlement, everything up to this point has been verbal. I do appreciate your prompt responses.

Sincerely,

*****************************
Initial Complaint
Date:03/27/2023
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.
allegedly on 01-14-2023 someone called 911 for an ambulance to my address. I did not need an ambulance nor did i call for one. After receiving a $ ****** bill from them i called to dispute this charge, they told me anyone could have called, someone walking past, a disgruntled neighbor, anyone but I would be responsible. if so someone could call every day , no one can afford that. Had i needed an ambulance i would have went with them and my insurance would have covered it! I cannot be held responsible for the actions of some unknown or known person. also they misspell my name so they did not even see an ID.
Business Response
Date: 03/28/2023
Can you please provide a copy of the invoice or the run number that appears on the invoice? We are unable to locate.
Thank you,
*************************
Customer Answer
Date: 03/29/2023

Better Business Bureau: the invoice number requested is 23-21688

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

Sincerely,

*****************
Customer Answer
Date: 03/30/2023

Complaint: ********

I am rejecting this response because:
complaint number ******** was not meant to be closed out as no resolution has been reached. i was attempting to send information requested the account number on the invoice **********

Sincerely,

*****************
Business Response
Date: 03/31/2023
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. Superior can bill your insurance as a courtesy. Please contact our Customer ********************** department to provide your insurance information for us to bill. If you would not like to provide your insurance information, we are able to set up a payment arrangement as well.
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: 03/31/2023

Complaint: 19853302

I am rejecting this response because:they have already billed my insurance and was rejected. They need to bill the person whom called for an ambulance, not i

Sincerely,

*****************
Initial Complaint
Date:03/15/2023
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 writing to file a complaint against Superior Ambulance for acting unethically and unfairly by sending a medical bill to a debt collection agency while the bill was under appeal review with United Health Care. Despite being advised both verbally and in writing that the bill was under appeal, Superior Ambulance sent it to a collections agency, which is prohibited. I am requesting that the Better Business Bureau take action to remedy this situation. In addition, this bill is a clear violation of The No Surprises Act, which took effect in January, and prohibits providers from charging patients out-of-network rates for emergency care.
Business Response
Date: 03/16/2023
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 United Health Care, 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.

Superior did not receive any request from United Health Care to place the account on hold which in required in situations such as these. If United Health Care is still in the appeal process, please have them contact Superior directly to request a hold on the account.

If there are any additional questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
***********************
********, ** 60126
**********************************************************
Initial Complaint
Date:03/01/2023
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 August 13, 2022 I had a kidney stone that was embedded, so I needed surgery. I was at ***** Medical ER in **************** and transferred to ********** Hospital. I was transferred by ambulance (Superior Ambulance)We received a bill from them for over $7700.00. I was sure this was an error so I called and was told no thats what we charge. My insurance company denied the claim as they said the amount was way over any allowable charge or amount. I have called and spoke to the office of Superior Ambulance company and I get no where> I can send additional documents (my insurance and the call logs). Not sure what is needed, but I will supply anything needed.Thank You
Business Response
Date: 03/02/2023
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 Air-Ground Ambulance Service of ****, ****(Superior) has provided ambulance transportation to the patient. As a courtesy Superior submitted the bill for the transportation services to the patients insurance company; however, the insurance company only approved a portion of the charges billed. Superior is not in network with United Health Care of **** (UHC) therefore, we are not required to accept UHCs fee schedule. However, we are able to appeal with UHC as a courtesy to see if there is any additional payment they will be willing to make.
The patient is to disregard the current invoice until the appeal with UHC is completed and an updated invoice is sent out.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 03/03/2023

Complaint: 19521621

I am rejecting this response because:

First, the date of service was 08/13/2022, my birthday was the following day, the day I had surgery, I was transported on the 13th. The fees charged are not accurate, there was no IV started as shown on the invoice, the IV was placed by the *** the pulse oximatry is more than likely correct. The mileage for the transport seems accurate. However, there is no explanation for the $6600.00 charge. ************* rejected the claim as the charges were excessive and not coded correctly. This should be of the upmost importance as it seems to be a fee to generate income for the company and not something that should be charged to a patient. What is that fee? Why is it being charged? Hoping someone will just pay it all the while the charge is fraudulent. At no time since the insurance rejected the claim has Superior Ambulance Company re-submitted the claim. When I call Superior to try and resolve this issue I am met with unprofessionalism and an attitude of belittlement.

The President of ***************** recently stated in his public address to the nation that health care costs are exorbitant and out of control. Hopefully, the bill that gets passed puts companies such as Superior out of business. As a matter of fact, I will be contacting the ************************ and the President of *****************.

I also think the appeal will fall outside of the allowable dates, as this company had plenty of time to appeal.

Sincerely,

*****************************
Business Response
Date: 03/06/2023
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 IV pump was monitored throughout the transport.Please contact our Medical ****************** at ************ if you would like a copy of the ************ Report.
The $6,600.00 charge is the base rate for a Specialty **************.
Again, Superior is currently appealing with UHC as a courtesy to see if there is any additional payment they will be willing to make.
The patient is to disregard the current invoice until the appeal with UHC is completed and an updated invoice is sent out.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
395 *********.
********, ** 60126
**********************************************************
Initial Complaint
Date:02/28/2023
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.
After having to get an ambulance called to my place for an emergency visit and superior ambulance showing up, which is not covered by any insurance, I was able to get my insurance to cover, in full the $900 they charged me to show up to my house and just check my vitals. But they still wanted the $45 dollars even though insurance from Anthem said I didn't have to pay anything. I paid off superior at the time because I was done with them and would never call 911 ever again after dealing with them. I would only get an Uber or drive myself to the hospital.
Business Response
Date: 02/28/2023
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 was dispatched via 911 to the scene and due to this, there is a response charge. Anthem BCBS has paid $855 leaving a patient responsibility of $45. 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, ****
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 02/28/2023

Complaint: 19510537

I am rejecting this response because:

I want more clarity as to why in the screenshot from my insurance company says I owe $0 but Superior Ambulance says I owed $45. The person over the phone at Superior was of no help just said I had to pay it.
Sincerely,

*************************
Business Response
Date: 03/01/2023
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.
Superior is not in network with Anthem so the patient is responsible for the $45 that Anthem did not pay.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
395 *********.
********, ** 60126
**********************************************************
Initial Complaint
Date:02/13/2023
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.
I have made no less than 10 Superior employees aware that I was charged for a service not rendered and EVERY time I am dismissed without evidence. Billing Code CPT ***** was UNEQUIVOCALLY not performed. The description of this charge: The provider records the electrical conduction of the heart to examine any abnormality in its functioning, based on signals from at least ************************************************************************* different locations on the body. He interprets the electrocardiogram and completes a report on the findings. To bill for this code you must have AT LEAST 12 LEADS; Interpretation that MUST include full graphic tracings with formal written; A separate, signed, written, retrievable report. Beyond my own experience of accompanying my daughter and knowing this did not transpire, I thoroughly reviewed all the Superior records and I see absolutely no evidence this was performed or any of the required documentation to support this charge. The second piece to my complaint is the level of care received does not meet the criteria for ************* Support. First, the *** Assessment was incomplete with various items Not Assessed. The items that were completed were apparent with just a cursory glance, like head/face/neck normal. By Superiors own (half completed) Assessment, my daughter was alert and oriented, requiring no intervention no IV, medication, blood draws, etc. The vehicles lights and sirens were off, while we kept pace with traffic. My daughter slept for the duration and the *** made small talk with ME during the brief ride. He did not engage or check on her during the ride. Based on the reports, there were four automatic vital readings performed in total. Is it your stance that a stable child who is transported with 4 automated vital readings constitutes the ************* Support criteria? Unless Superior can demonstrate the services were rendered the charges need to be waived in full.
Business Response
Date: 02/13/2023
Good Afternoon,
Can you please provide the account number or patient's name and date of birth? We are unable to locate given the information provided.
Thank you,
*************************
Customer Answer
Date: 02/16/2023

Complaint: 19394812

If you are unable to locate my account, you may reach out to me via the contact info provided or post your email and I will send. Complaints and responses are visible to the public, so I wont be posting here.

Sincerely,

***********************
Business Response
Date: 02/17/2023
You may contact our Customer ********************** number at ************ or email me directly at ***********************************************************
Customer Answer
Date: 02/18/2023

Complaint: 1939481
An email has been sent providing patient name and account number.
Initial Complaint
Date:01/24/2023
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 January 30th, 2022 I was ambulanced from Rush ******** to Rush downtown, as a result of a life-threatening event. I had an ectopic pregnancy that ruptured my left tube and required immediate surgery due to blood loss. They did not have a surgeon at Oak Park Rush that could perform this surgery so I was rushed via ambulance (Superior) downtown. Because Superior was considered an out-of-network provider, my insurance company initially did not pay the claim. Upon working with ***** (my insurance) - they re-assessed the claim as in-network, under the provision that I did not have an opportunity to select an in-network provider due to incapacitation.Despite Aetna providing a new explanation of benefits and adjusting this claim, I continue to receive bills from Superior and NO ONE will reply to any of my messages. It is impossible to speak to anyone over the phone. I've sent them five e-mails to their given customer ********************** e-mail address and no one has responded, yet they are still able to send me a bill, which is now even higher than the original.It has been almost a year since this has occurred. It was a traumatic experience that I desperately need to put behind me but cannot because this company refuses to even respond.
Business Response
Date: 01/24/2023
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 Aetna **, 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, ****
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 01/24/2023

Complaint: 18888756

I am rejecting this response because: ***** has attempted multiple times to reach out about the readjustment of this claim. Why is your record not reflecting that the claim was readjusted as in network? The explanation of benefits does not match your record as provided and why cant anyone respond to written communication from superior unless it is escalated to BBB? Also, why has the total changed from $1,539.00 (from statement date 4/13) to over $1,000 more?

Sincerely,

***************************
Business Response
Date: 01/25/2023
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.
On 9/13/22, Aetna ** recouped $1,676.00 adding this amount back to the patient responsibility as Superior is not contracted with Aetna. This brings the total patient responsibility to $2,669.67 for this claim. Please refer to the attached documented showing the highlighted recoupment. You are able to have Aetna contact our Customer ********************** department directly as well.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 01/25/2023

Complaint: 18888756

I am rejecting this response because: ***** has communicated that they did not recoup the amount of $1676 - and that they have also attempted to reconcile this account. Again, the lack of any written accounts of their correspondence with me or ***** has created a void where they continue to just send statements without any itemization or explanation of what they have been paid. This type of practice is predatory and puts the onus on the consumer to solve for a financial equation that there is simply zero visibility to. They just repeatedly send statements, threaten collections without answering written communication until consumers blindly pay to avoid the emotional burden of continuing this YEAR LONG process. This goes beyond a BBB complaint. This company has no regard for their patients. Zero customer **********************, zero accountability.

Sincerely,

***************************
Initial Complaint
Date:01/04/2023
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 04/09/22, my daughter, ******************* (09/10/21) received medical care in the emergency room at Franciscan Health *********** located at **************************************************. Due to her medical status, she was to be transported to ********************************************************************************* located at **********************************************************. I asked medical staff if I could just take my daughter myself to the hospital and they told me no because the available bed and room and ******* hospital would not be available then, so I was forced to take the private ambulance against my wishes just to have my daughter treated properly. The private ambulance that arrived to transport my daughter was Superior Air and Ground Ambulance Service. The employees were professional and conducted their jobs properly. I later received a bill on 05/15/22 from Superior charging $4,727.00 before insurance adjustments. My insurance-********** Blue Shield of Illinois-PPO (which covers 80% of ambulance of ambulance charges) advised they will pay $1,402.06. They advised they are only willing to pay that amount based on their nationwide data of private ambulance services and the average charges for the same services and miles rendered in this case. Based on what the data shows on what the average cost for the services rendered, I believe Superior is price gouging my family without justification. Superior bill to me after insurance was $3,324.94, which they reduced to $2,400.00 offer after I refused to pay their outrageous bill. I refused still and offered them $1,200.00 to settle the bill to avoid further dispute. They refused this offer and it was sent to collections for $3,324.94- *********************** I requested a detailed itemized bill from Superior and a counter offer and they won't counteroffer. They have refused to provide detailed receipt and to counter offer the cost dispute, thereby not acting in good faith. This company is taking advantage of emergency situations.
Business Response
Date: 01/05/2023
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.
Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the
transportation services to Anthem BCBS, 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 patients family 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 patients family 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.
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 01/05/2023

Complaint: 18682306

I am rejecting this response because:

Still no itemized receipt given for each specific service rendered to substantiate the costs, as requested. Also, the complaint was that the billed services were exorbitantly more than the average cost of the same services rendered according to nationwide data. The price gouging during the emergency service does not reflect what the average cost should be for similar services.

Sincerely,

***************************
Business Response
Date: 01/09/2023
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.
Attached you will find an itemized statement that reflects the services provided. This has been sent out in the mail as well.

If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 01/11/2023

Complaint: 18682306

I am rejecting this response because:

That itemized receipt is vague and doesnt specifically state services rendered for each speciric charge, just a 2 large sums for vague descriptions, which again are extremely high conpared to national averages. Due to not willing to negotiate in good faith and price gouging without justification for each specific cost, this bill will remain unpaid if negotiations are not in good faith. Its unfortunate a business is allowed to exploit emergency services and bill customers such high costs compared to other ambulancr services for the same care and services, while going unchecked by government entitites. Luckily, recent federal law does not allow companies such as yours to place collections on credit scores until the 1 year ***** Then even after that if the bill is settled the credit sxore will be unaffected immediately upon settlement. Due to this, I am willing to be patient and remain steadfast in offering a fair and good faith offer of $1,200 to settle the bill. This is on top of the already paid funds from my insurance PPO plan.

To continue to price ***** customers continuously while unchecked by authorities like this even after receiving millions in PPP loans that were forgiven is borderline theft and should be investigated by the ************************* who I will also be contacting regarding the billing practices.

*******************
Business Response
Date: 01/12/2023
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.
We will accept $1200 as payment in full on this claim for a one-time settlement. Please contact our Customer ********************** department at ************ to make payment.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
395 *********.
********, ** 60126
**********************************************************
Customer Answer
Date: 01/13/2023

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 settle this dispute with the business and am satisfied that an agreement could be made.

Sincerely,

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

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Superior Ambulance Service is NOT a BBB Accredited Business.