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:12/30/2022

  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 called the Superior Ambulance on 10/12/2022 and was located to a nearby a hospital in **********. They arrived and told me that if I don't wanna get a huge bill for using the ambulance then I should walk to the hospital that was about 1/4 of a mile distance from me and they left. So I refused them and walk to the hospital. Now like 2 months later they sent me the ambulance bill by mail, but they told me that they would not bill me at all because the hospital was very close to me and they ambulance came from that hospital, they drove like 0.3 miles to **** want this bill to be dropped since they promised me they will not charge me.Thank you!

  Business Response

  Date: 01/03/2023

  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 *******, **** (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, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18665222
  
  I am rejecting this response because:

  If I knew the operator would send me a private ambulance like Superior then I would reject it because

  I was not informed by the operator nor the paramedics that they will charge me $900 for 
  requesting them and would surely walk or drive to the hospital.

   I will contact an attorney for this matter because they charged me for services they did not provide. 

  
  

  
  

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

  Business Response

  Date: 01/06/2023

  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.
  Again, Superior is able to bill your insurance for the service ordered or set up a payment plan or settlement in regards to the balance of $900.
  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: 01/06/2023

   
  Complaint: 18665222
  
  I am rejecting this response because: I don't have insurance and I will contact an attorney for this matter. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/10/2023

  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.
  You may contact our Customer ********************** Department to set up payment arrangements at ************.
  If you have any additional questions, please do not hesitate to contact our Customer ********************** Department as well.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/29/2022

  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.

  WE paid our bill in full And got a c/n ******** But still getting a bill for $510.00 and you are not able to talk to any one They press one to hold your place in line and we will call you i did that and that did not happen you can not get a hold of any to talk about the bill

  Business Response

  Date: 12/29/2022

  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 account number ********* is paid in full. We apologize for any inconvenience this may have caused. Please disregard any invoice you may have received.
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/29/2022

  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 was in ************ hospital having had surgery on my right knee and a fractured left wrist. I was released from Hospital in dec 8th, 2022 and was told transportation was arranged for me to be transported to Bella terra rehab home located in ************ ill. thru superior transportation. i was supposed to be picked up at **** pm on that day, driver did not show up until ***** pm 6 hrs. late. numerous calls were made from hospital and rehab center looking for my transportation, and rehab center was wondering if I'm still coming to be admitted. ****** stated he fell asleep and was late. What was supposed to be a 45-minute ride turned out to take 2 hrs. driver got lost in ************ , and in ************ I.. he couldn't find nursing home, we had to flag down a police car to ****** us to rehab center. We arrived there at ***** midnight, 2 hrs. later. ****** was driving very fast and was swerving back and forth and I asked him if his ok and please slow down. it seemed like he was falling asleep. I was in a wheelchair and really nervous. I received a bill from Illinois Medi-Car PO box ****. *****************. Ill. My customer #******* I believe company should be responsible for payment of the trip because of the way transportation and service was provided to make me really nervous, scared, and upset about their service. I am 71 yrs. old and was alone in the vehicle to make me feel this way especially at this time of night be transported in a wheelchair.

  Business Response

  Date: 12/30/2022

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Illinois ******** **** reviewed the matter in question.
  We do apologize for any inconvenience or stress this invoice may have caused.Please disregard any invoice you may have received as we will be waiving the balance for this transport.
  If you happen to have any questions, please contact our Customer ********************** Department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/22/2022

  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 newborn daughter was transferred between hospitals on 3/16/21. The transfer was a 13 mile ride with no lights on, as the transfer was not a real emergency. (She was transferred to a hospital with a more robust pediatric surgery in case it was needed, which is wasn't, and she was released the following day after only observations.) My EOB from Aetna shows a breakdown for services including UNLISTED AMBULANCE SERVICE ($1,975.00), which Aetna will not pay because they consider that to be part of the TRANSPORT SERVICES listed next. ***** told me on 4/14/22 that they had contacted Superior, and Superior had agreed to a lower rate of ********, which would leave us with the balance of $412, which I want to pay. Superior tells us they don't have any record of that, and we owe the balance of $2,287.38 (after insurance has already paid $3,711.37.) but it seems like the bulk of this is a redundant and unreasonable charge. I have been calling Aetna every 1-2 months and they call Superior to try to resolve the dispute to no avail. I've called Superior directly many times, though they tell me the most recent record is when my spouse called in March 2022. This is untrue as I have personally spoken to them as recently as either Sept or Oct 2022, in addition to Aetna calling on my behalf in Nov 22, during which call ***** also told me that Superior would reset my billing cycle. Yesterday Superior authorized Credence debt collection agency to start pursuing my account, however ******** tells me Superior still owns my debt. I would like Superior to cancel the debt collection agency and retain my debt themselves, and accept a reasonable balance of $412.38 rather than a predatory and unreasonable charge of $2,387.38 beyond what my insurance has already paid, for a 13 mile ambulance ride with no sirens, for a healthy baby who needed no specialized equipment.

  Business Response

  Date: 12/23/2022

  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 Illinois, **** (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, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/13/2022

  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 Sept. 19, 2022, I was taken to an emergency urgent care. I was diagnosed with acute appendicitis and needed to go to the hospital. My husband said he would drive me, but they told him that I needed to be transported by ambulance. While at the urgent care, they had put me on an IV of morphine for the pain. I was asleep when the ambulance came, and they woke me up to have me sign a release form to leave the urgent care. They drove me 12 miles with no emergency lights, and dropped me off at the ** of the hospital. That was my extent with this service. A couple of weeks later, I received a bill from Superior Ambulance for the amount of $7,705.84. They told me that my insurance company would not pay this because they weren't contracted with them, and that the paper I signed was a contract saying I would pay for the transport. First of all, how on earth does this company even remotely think that a non-emergency transport of 12 miles is worth almost $8,000? And secondly, I was so drugged up from the morphine, that I wouldn't know about anything I was signing. The only work they did was roll me out to the vehicle and drop me off at the hospital door. I was already on an IV, so they didn't have to do anything! I proceeded to call my insurance company, and they said that they would pay for it, but they needed the proper billing code from Superior. They even gave me the number for them to call so that it could get handled. I made 5 calls to Superior trying to tell them this, and each person I spoke to ****** told me that it wasn't their responsibility to call me insurance company, yet they continue to bill me for the $7,705.84. My explanation of benefits from my insurance company even has on there that I am protected from balance billing, and the most that an out-of-network provider can bill me for is my co-pay. Which happens to be $500.

  Business Response

  Date: 12/14/2022

  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 ****** Market Place 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.
  
  Please have your insurance company contact Superior directly as the transport was coded according to the services provided.
  
  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.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/12/2022

  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 have not received the billing statement since October. I cannot make a payment without the myEasyMatch Code on the statement. I have called many times trying to get ahold of someone so I can pay my bill. However, no one answers the phone or calls me back using the call-back service. I have called the General Number:************, the Toll Free number: ************, and Accounts Receivable: ************. I sent an email on Nov 18th, 2022 to ******************************************************************************* stating my issue and never received a response. I am worried that my bill will go into collections since I can't make a payment.

  Business Response

  Date: 12/13/2022

  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.
  I have left you a voicemail on your number ************. Please call me back at your earliest convenience. My direct line is ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:12/05/2022

  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.

  My son was driven from one hospital to another for a fall. Without the ability to choose ambulance services he was picked up and driven at normal speeds obeying traffic laws from ******************************* in **** to ******************************* in *******. This was billed incorrectly as having come from ************************* and our insurance was never billed. I gave them our insurance information and the corrected driving information. We were sent a second bill which again was never sent through insurance. We never received a notice of denial from the insurance company or any notice that our insurance was billed from the ambulance company.. We were never informed the bill would be sent to collections.

  Business Response

  Date: 12/05/2022

  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 pick up and drop off location for this transportation have been updated to reflect the correct locations. Superior is also submitting a bill to the patients insurance. Please disregard any invoice received and await an updated invoice from Superior after Aetna ** processes.  
  If you have any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But would still like this noted about this company as this is a predatory business practice designed to obtain extra money from medical emergencies.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  WAKEFIELD & ASSOCIATES ACCOUNT #**********DATE OF SERVICE: November 8, 2018 SUPERIOR AMBULANCE ILLINOIS CREDITOR ACCOUNT #******** AMOUNT: $110.08 I dispute the validity of this debt and derogatory statement on my credit report. I am a Retired Veteran with full medical benefits due to an injury sustained while on active duty. On November 8, 2018, I was seen at the VA ****** in Bourbonnais, Illinois. While there, ******************************************* called the ambulance to transport me to ****************** due to chest pains. My medical treatment and transportation were authorized by the ************************ I submitted all medical and ambulance bills I received to the VA to be approved for payment. The ambulance bill was submitted to ************* ********** Department supervisor, *********************** who contacted Superior Ambulance Service to inform them of the proper procedures to obtain payment from the ************************ also, that the Veteran, *****************************, is not to be contacted by their company for payment. However, I continued to receive phone calls and bills from Superior Ambulance Service as of March 19, 2019. Again, I submitted the Superior Ambulance bill to the ************* ***************** on April 5, 2019 for follow-up. I was informed by the VA that payment would be submitted when they receive the proper documentation including an itemized bill directly from Superior Ambulance Service. On July 12, 2019, I received a credit collection letter from ****************************, **** attempting to collect for Superior Ambulance Service. Again, I submitted this letter to *********************** at the VA to handle. After further investigation, it was discovered that Superior Ambulance Service billed my ************************* in error instead of submitting the bill to the VA for payment. Subsequently, charged the remaining balance of $110.08 to the Veteran. I was informed that the VA was still waiting to receive the required documentation

  Business Response

  Date: 11/10/2022

  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 OH, 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.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/20/2022

   
  Complaint: 18383262
  
  I am rejecting this response because: the issue was not addressed by Superior Ambulance. The bill was sent to my personal insurance company, when it fact, it was authorized to be paid by the *********************** (VA). Superior Ambulance failed to submit the required documentation to obtain payment from the VA. Subsequently, the bill was sent to the Wakefield & **************************** and was put on my credit report.  I request that this debt be dissolved and removed from my credit report. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/23/2022

  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 Illinois, **** (Superior)reviewed the matter in question.
  As a one-time courtesy, Superior will waive the $110.08 balance and contact Wakefield & Associates to remove the account from their end.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/25/2022

  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 07/22/2022. Invoice number 22-323002. I was transported from ************************* to lake behavioral health by this ambulance service. this was a service I did not request and tried to refuse, but they took me against my will. they now want me to pay $385 which is the amount my incurrence company did not cover for the transport. I tried contacting the business several time and was hung up on on a few of the occasions. They told me to contact my insurance company and that they had my signature before they transported me. If i did sign anything, I do not remember signing anything as I was under the influence of an externally powerful narcotic sedative the hospital injected me with twice. People can not enter into legally binding agreements when they are under the influence. That is business law 101. I don't remember the name of the drug but I have it in my medical records. And I informed them of this. Superior may tried to tell you it was Benadryl wich was also given to me in addition to the above drug. Furthermore; I contacted my insurance agency *** of illinois and around **** on 10/25/22 and she advised me the ambulance company is not allowed to bill above the amount covered by the insurance company.

  Business Response

  Date: 10/26/2022

  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 Illinois, **** (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, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18312535
  
  I am rejecting this response because:

  
  

  My insurance company notified me that they submitted the wrong claim.  But if they correct it by sending in a corrected claim with an emergency room diagnosis the balance will be covered and my insurance will pay them.  
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 11/02/2022

  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 Illinois, **** (Superior)reviewed the matter in question.
  Please have BCBS contact Superior directly as the claim was submitted correctly on our end. This was a non-emergent transportation.Superior is unable to submit as emergent.
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was in the several hospitals last September and had to be transported to other facilities. Due to covid we were not in any control over who did the transport. Superior transported my husband twice once on 10/11/21 and 10/13/21. We did not receive a bill from Superior until well after the 180 days had passed for us to dispute with our insurance company and Data I Sight. When we received the bill it was to the wrong address which I advised Superior of and the have yet to change our address. When I contacted Superior they advised they do not make agreements with insurance companies and we are responsible for the balance. They are charging **** for one 14 mile trip and the insurance has paid ******* for the bill of 10/13/21. The 10/11/21 bill was **** and the insurance paid ****** for a 15 mile trip. Insurance form shows **** as discount non billable. We are being billed ******* from Superior for the two bills. We had no control over transport it was handled by the hospitals both times and they had all our insurance information. We did not receive the bills timely to do a dispute and my husband has retired and no longer has the insurance. Superior should be getting paid by the insurance company or the hospital that did the arrangements. The billing seems excessive compared to the other transports my husband had all within the same distance. If Superior is not going to take the contracted amount and make agreements with insurance companies then hospitals need to know this and advise the patients. This never happened and I cannot afford to take on the burden of ******* to pay Superior. Communication is needed by hospitals and Superior, I realize we were in middle of pandemic but this is not a time to take advantage of the consumer. I would like to have the ******* waived and the amount received from insurance be accepted as full payment.

  Business Response

  Date: 10/26/2022

  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 Medical Mutual of OH and ********** the patients insurance providers. Superior is not in network with the insurance providers, 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.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18309825
  
  I am rejecting this response because:

  I had no choice in the company that did transport as to being in network or out of network. I cannot go back to insurance company because it is past the time to dispute. If we would have received the first bill timely I could have completed all forms and had Data I Sight work to pay the bill. The first bill I received from Superior was received 5//23/22 and marked second notice and was sent to the wrong address so I never received the first notice. If Superior wants further payment they need to reach out to Data I Sight and ********* or the Hospital who arranged this. I am not responsible for this and had no choice in the mater. If I had been consulted prior to the transfer and advised that Superior was out of network I would have declined transport and made sure the hospital made other arrangements. As it was I was not consulted nor was my wife. Perhaps this was because it was during Covid and they took whoever was available but again not my fault or issue. I only use doctors, hospitals and facilities in network as I know the rules of insurance. Superior also has my address wrong and I have advised them of this and that never gets changed. I ask that considering all the errors in this to please write off these charges as I should not be responsible. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 11/02/2022

  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 did not send an invoice to the patient until May of 2022 as that is when we received payment from ********** We do not typically send invoices to patients until the insurance is finished processing.
  
  Again,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.
  395 *********.
  ********, ** 60126
  **********************************************************