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:08/09/2022

  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.

  I have contacted Superior Ambulance since last August 2021 multiple times to correct billing errors on my invoice. They have turned inaccurate debt over to a collection agency.Initially Superior Ambulance submitted the claim for a total of $2,565, and my insurance company ******************** of ****** Carriers paid them $1,496.43. I paid them $264.07 per my EOB. There was a total of $804.50 discount / credits as part of using Cignas Open Access Plus Network, in which Superior Ambulance is part of that network. For reasons not explained, Superior Ambulance then billed me an extra $300 on the first invoice they sent to me. I phoned them in August 2021 and we discussed they should send it in to the insurance co. Inadvertently, Superior Ambulance sent it in as a new claim with a total of $2,865 and not a corrected claim in December of 2021. This error caused confusion and delay as the insurance thought there were multiple ambulance runs. The insurance needed the Runs Sheets from the ambulance ride and that was also delayed for reasons unclear. NALC did not get the run sheets until the end of May 2022. The invoice is missing the Cignas Open Access Plus Network discounts of $97.50 for the 3 lead EKG Monitor and the $50 discount for the Oximetry. On July 29th 2022, NALC ins. has paid Superior ambulance another $178.50 towards the $300 price increase in the *** Emergency level 1 charge which jumped from $1,800 to $2,100. This extra payment has not yet been credited to my account. This transaction also increased the network discount by $90 for the *** Emergency Level 1 charge from $540 to $630. This $90 also has not been credited yet to my account. These errors were initially clerical/coding errors processed by Superior Ambulance. Since August 2021, I made multiple attempts at getting these resolved via phone, email, and land mail. I would appreciate that this be recalled from collections and the invoice be updated and corrected.

  Business Response

  Date: 08/10/2022

  Superior Air-Ground Ambulance Service of Illinois, **** (Superior) has provided ambulance transportation to the patient. As a courtesy Superior submitted the **** for the transportation services to the patients insurance company;however, the insurance company only approved a portion of the charges billed.
  
  Due to the corrected claim needing to be sent as well as the delay in sending of the correspondence to NALC, Superior will waive the balance on the patients invoice as well as remove from the collection agency ****************************.
  Sincerely,
  
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 08/10/2022

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

• Initial Complaint

  Date:08/08/2022

  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.

  Called Superior and was told someone would be in contact with me in February 2022, RE: Invoice 22-22532. That never happened. A letter was sent and received on 03/31/2022 per tracking mail delivery. However, Superior CSR **** stated they did not have the letter addressing my complaint. On 04/20/2022, after speaking with CSR **** from Superior I requested a contact. I notified a supervisor at Superior by email of my complaint with one of the *** driver's debate discussions with my husband in the back of the ambulance while he was being transferred for a *** was a concern and not appropriate based on the ***'s opinion and not following any code of ethics. ***** responded as this did not affect the care received. I sent a follow-up response to that matter to ***** from Superior on 05/03/2022. I received NO response back from *****. By the way, I am my spouse's legal guardian and advised the same *** person. However, this *** person had my husband sign your documents. Total disregard from this *** person. Next, I receive a collection notice from an attorney, which I disputed. Is this your practice to not attempt to resolve and send bills to collections? What is your code of ethics for your *** people? Totally disappointed with how this whole situation has been handled by Superior.

  Business Response

  Date: 08/10/2022

  Superior Air-Ground Ambulance Service of ********, **** (Superior) has provided ambulance
  transportation to the patient. As a courtesy Superior submitted the **** for the transportation services
  to the patients insurance company; however, the insurance company only approved a portion of the
  charges billed. The $280 balance is the patients co-payment. There were four invoices sent out to the
  patient as a notification of this balance.

  
  Regarding the conversation that occurred during the transport, this has been forwarded to the crew
  members supervisor and will be discussed.

  
  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: 08/11/2022

   
  Complaint: 17687262
  
  I am rejecting this response because:

  
  

  The issue concerning the ***s conduct was brought up to the Superior Supervisor and nothing had been addressed till this response is concerning. It was complete disregard All ******* stated was this did not impact his care. I responded and requested to speak to higher level person only to receive no response. This resulted in collections. What happen to that email from your supervisor? Where is your code of ethics standard?

  
  

   I stated I am my spouses legal guardian, which was disregarded by this ***, as he continued to request my husband to sign your documents . We seeked emergency services being unsure of the nature of the occurrence. We have no control over transport decisions by the emergency department. The balance is due to being out of network to be clear. Superiors response claims this is a copay. My EOB states $280.00 copayment service from out of network provider. 

  
  

  Superior received $392.94 for transportation from Beaumont Lenox to **********************. That all this was to be clear. Again, we had no decisions of the selection of ambulance company or hospitals. Due to the conduct of the *** and how this was handled by RCM supervisor I am not satisfied with this response.  I feel what the insurance paid is well beyond the service we received here.
  
  Sincerely,
  
  Debiran ********

  Business Response

  Date: 08/12/2022

  The $280 balance is the patients co-payment. Superior is unable to waive this balance. Please contact Wakefield and Associates in order to make payment.
  
  Sincerely,
  
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17687262
  
  I am rejecting this response because: Please provide me with a copy of a signed consent with my signature as I am his legal Guardian, that was informed to your EMT, however he was running his own show.  We do not have a choice in choosing an ambulance service at the hospital when in a emergency.  Superior provided horrible service, your truck was filthy, your equipment failed and my spouse was battered by your attendant.  Superior is able to waive your own fees and accept what was already given to you by the insurance carrier you choose not to.  I do not accept your response for such bad service.  Obviously your culture is promoted from the top.  I am filing a complaint with the *****************.  This should not happen to anyone.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/01/2022

  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 have paid the amount negotiated by my insurance of $244.18 and they continue to send bills and then sent it to collections. I can not get through to a person when I try to call.I have also attempted to reach the ambulance company by their listed email address and their website chat feature and am never contacted.

  Business Response

  Date: 08/02/2022

  Superior Air-Ground Ambulance Service of ****, **** (Superior) has provided ambulance transportation to the patient. As a courtesy Superior submitted the **** 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 ****************** of Ohio (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 ************.

• Initial Complaint

  Date:07/24/2022

  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 December 9th 2021 I was evaluated for symptoms of a heart attack at my local ER in *********, **. The attending physician recommended I go to the hospital in ******** for a nuclear stress test. I asked if I could drive myself over there and they told me that is not the way it works. So I was taken to ************************* in ******** (15 min. away). I Then received a **** on 1/19/22 for $1989.00 On 1/28/22 I received my *** from BCBS which stated they paid Superior $936.00 and that patient responsibility would be $984.00. On the *** it is listed that $1005.00 is under discount/reductions. BCBS phoned Superior with me on a 3 way call and asked Superior if they were balancing the **** and they replied yes. I am aware that there was a **** passed in Illinois in January to prohibit this practice. Even though my use of there service occurred in December, I feel they should not be allowed to do this since they obviously needed to pass a **** to protect consumers from such practices. I am only asking to not have to pay the extra $1005.00 they are trying to **** me, and that my *** states as a discount/reduction. I am asking to only be held responsible for the $984.00 BCBS has listed as my patient responsibility. I believe that nearly $3000.00 they are trying to collect between myself and BCBS is unreasonable. Thank you for any consideration.

  Business Response

  Date: 07/25/2022

  Superior Air-Ground Ambulance Service of Illinois, **** (Superior) has provided ambulance transportation to the patient.   As a courtesy Superior submitted the **** for the transportation services to the patients insurance company; however, the insurance company only approved a portion of the charges billed.  The explanation of benefits from the insurance company indicates that the patient responsibility is $1614.00. Superior is not in network with ********** Blue Shield of Illinois (**********); therefore, we are not required to accept **********s fee schedule. However, we are able to disallow the $375.00 charges that ********** did not allow. Taking into consideration your $300 payment, your new balance is $1,314.00.
  
  This service was ordered by a physician, when a patient is being transferred from one facility to another for a cardiac condition, the monitoring of a patients EKG and other ********************* is considered continuation of care, i.e., if a patient was receiving continuous cardiac monitoring (telemetry) via EKG at the sending facility and cardiac monitoring (EKG) will continue at the destination facility, physicians will order cardiac monitoring (EKG) by paramedics during inter-facility transport to maintain continuation of care. 
  
  Also, the No Surprises Act which went into place January 1, 2022, does not pertain the ground ambulance service due to state and local regulatory complexities. 
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********,** 60126
  **********************************************************

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17600754
  
  I am rejecting this response because: First of all the *** states patient responsibility as $989 not $1614 as you claim. The **** passed in ******* was to discourage this practice of **** balancing and I feel the amount being charged is unreasonable. I feel I should only be charged the amount that my *** stated as patient responsibility from BCBS.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/01/2022

  Superior Air-Ground Ambulance Service of Illinois, **** (Superior) has provided ambulance transportation to the patient. Superior is not in network with ********** Blue Shield of Illinois (**********); therefore, we are not required to accept **********s fee schedule i.e., what the *** states as patient responsibility. However, we are able to disallow the $375.00 charges that ********** did not allow. Taking into consideration your $300 payment, your new balance is $1,314.00.
  
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  395 *********.
  ********,** 60126
  **********************************************************

• Initial Complaint

  Date:07/16/2022

  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.

  Complaint about *************************** at the **********, **** location. ************* is rude, he smells very bad, and is a terrible driver. He almost flipped my mother transporting her.

  Business Response

  Date: 07/20/2022

  Good afternoon, I am not able to located a patient with this name. Can you please obtain the trip number, patient name, and date of service from the complainant. We look forward to your response.

   

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding Superior Ambulance (local service in ****, **, but invoiced by the parent) out of IL. Invoice #**-298654 for ***** for $1600. On July 8, 20**, we called 911 (****, **) in response to finding ***** (billed party) unresponsive/deceased. My brother verified she was dead as well as two **** police officers. I guess as part of protocol, Super Ambulance was also dispatched. The person came in for literally two minutes or less and also verified she was dead. No measures were taken; ***** was not transported. As Personal Representative for ******* estate, I received the first **** on 11/30/** and called Superior 12/1/** to discuss. I have heard back once to update me - with no update. I received the latest **** on 7/14/22. I called immediately after receiving, I immediately called at 4:39 p.m. on July 14, 2022. I had options to pick option one for over 50 (sales pitch) or option two; I picked two. ******* answered. I told her (nicely) that I need to review an invoice that I just received, and it was for a deceased person. She IMMEDIATELY went into a sales pitch for a life-alert button/alarm! When I tried to interrupt her to say the person was deceased, and that I need to discuss payment (over and over), she kept talking about this alarm!!!! I finally screamed over her, THE PERSON IS DECEASED!!! and hung up. At 4:42 p.m., I called back. I picked the same option two. I got ******* again. I told her that I do not want to hear about an alarm and that I need to talk about an invoice. She hung up on me. I am happy to pay legitimate and fairly-priced services, but this $1600 is neither! And, no one will review it properly. I have paid all bills from ****** estate in a timely matter, and this is not about shirking responsibility or payment; it is about the legitimately and accuracy of this ****! They seem to be preying on Medicare, elderly, disable and even deceased! They have all one stars on your site - same issues!

  Business Response

  Date: 07/19/2022

  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 base rate has been corrected to the $800 **** resident rate. The incorrect phone number was contacted as we do not have a representative by the name of ******* in the Superior customer ********************** department. We also do not sell life-alert alarms. Medicare is reporting a date of death of 7/7/2021 yet the patient was not pronounced until the date of service of 7/8/2021. This date needs to be corrected with Medicare by a patient representative and once corrected, they will reimburse for the claim. Sincerely, ************************* Manager of Revenue Cycle Superior Air-Ground Ambulance Service, Inc. **************************************************** **********************************************************

  Customer Answer

  Date: 07/20/2022

   
  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.  If I find that Medicare rejects, I will need to speak to Superior again about the negotiation of this **** as it may be in line with **** standard, but the service I received was not a full transport or other.  *** estate for which this is against, is down to almost nothing and I have to pay burial expenses first.  I offered to negotiate and pay the rate immediately, but as the ** for the estate, I do not think the rate charged is in line (whether it be Medicare or estate).   I explained this to ****.  But, I am happy with the customer ********************** and prompt response from **** after this was filed.  And also, to correct, I did not dial the wrong #.  I dialed the # that is on the invoice.  I think this got the attention of Superior as the stars on the BBB site reflect one star and similar to my experience.
  
  Sincerely,
  
  *************************