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Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

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

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Superior Ambulance Service has 3 locations, listed below.

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    Customer Complaints Summary

    • 164 total complaints in the last 3 years.
    • 44 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 April 1, my dependent child took a medically necessary ambulance, chosen by the hospital, Superior Ambulance, to take us to a pediatric ICU at another hospital. Superior ambulance then sent a bill to my insurance, and a separate bill to me. The bill I received was not the same bill as the one sent to my insurance company. They used improper coding to "double bill" for services that were already paid by my insurance. They also claimed on my bill that the amount paid by my insurance company was less than it actually was, and the total on my bill was higher than the bill sent to the insurance company, BCBS. When I called BCBS they said that Superior Ambulance used bad coding practices to "balance bill" me but there was nothing they could do to enforce this since Superior Ambulance was out of network. Superior Ambulance also sent me to collections at the same time they sent me the bill, and even though most of the bill has been paid, I'm getting letters from a collection agency claiming I owe the full amount. I have been trying to contact the company for an appeal but they are not reachable and will not return my calls at this time.

      Business Response

      Date: 05/08/2024

      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. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

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

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

    • Initial Complaint

      Date:05/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 March 9th of 2023 **** was transported from *************** in ******* to ******** in *********. The transport service did NOT file a claim with ***** insurance(Network Health Insurance) and did NOT send a bill until February 26,2024. He has made repeated attempts to contact Superior Ambulance Service(both by phone AND letters). Network Health has tried to contact them as well. Superior is now threatening to send the bill to collections. The bill should be covered in full by Network.

      Business Response

      Date: 05/03/2024

      Please provide the patient's insurance information as Superior could not verify eligibility with the information provided by the hospital.

      Customer Answer

      Date: 05/03/2024

       
      Complaint: 21661894

      I am rejecting this response because:I have sent two letters (March 23 2024 and April 8 2024) with my insurance information and they have not contacted Network Health or me.

      Sincerely,

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

      Business Response

      Date: 05/06/2024

      Please reply with a copy of the letter sent as this has not been received. 

    • Initial Complaint

      Date:04/03/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/23/23 I had a heart attack and had to be transported to St. Lukes in *********, **. Superior Ambulance billed $4,325.00. My insurance only applied a discount at the time which Superior did not apply. Superior said they don't do discounts with insurance companies. I then appealed to my insurance company to cover some of the cost. I spoke with Superior and let them know I was working with my insurance company and was waiting for their response. Superior then sent me to a collection agency while in the process. I called Superior and set up payment plan of $360 per month and did an appeal to my insurance company. I paid my payments on time each month. In the end my insurance ended up paying and now Superior owes me a refund of $414.36. I have been trying for months to get my refund and their customer ********************** just continually tells me it has been sent to the finance department and will not call the finance department to check on my refund. When I ask them for the number to call the finance department myself they will not give it to me.

      Business Response

      Date: 04/04/2024

      We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *********, **** (Superior)reviewed the matter in question.

      Superior sent out the refund on 4/3/2024. Please allow time for this refund to be sent through the mail and arrive at your location.

      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:04/03/2024

      Type:Billing Issues
      Status:
      Resolved
      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 name is ***************************** I am a disabled veteran I have a bill with prompt ambulance for $2248.69 superior ambulance billed ******** instead of Billing the veterans administration and the VA never got the bill they have ruined my credit report I am trying to buy a home for disabled veterans I didnt know about bill until I was trying to purchase a home I contacted superior ambulance billing they said that they would bill the proper authorities and that they would notify their debt collector ********* and Associates to remove the error from my credit report they refuse to do so until the VA pays to bill I think this is wrong its holding me up from bettering my life and they should not punish me for their error they billed the wrong place not me it should be removed from my credit report immediately but they refuse to do it until the VA pays and thats not right thats their error they billed The wrong company I hope you will get this resolved for me so this can be taken off of my credit report so that I could buy a home

      Business Response

      Date: 04/04/2024

      Please provide the specific account number so we can look further into this. 

    • Initial Complaint

      Date:04/01/2024

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/10/2024 I was at the ********* Casino ******* and I had a syncope incident. I did not request an ambulance or medic to come to the casino. The casino requested that a medical service respond to my incident. Superior Ambulance responded to the incident and gave me some oxygen. After 10 minutes, I had recovered enough to be taken to my hotel room by my wife. On 3/19/24, I received a bill for $800.00 for "DET911 ALS RESPONSE CHARGE". The bill requested that I include my insurance information, so that they could bill the insurance company for covered services and I would pay the balance. I returned the insurance billing information on 3/20/24. On 3/29/24, I received a new bill stating that the insurance company has paid their portion of the bill. THIS IS NOT A TRUE STATEMENT. I contacted the insurance company ********** Network) on 4/1/24 and the insurance company stated that they have not received a claim related to this incident. Superior Ambulance did not attempt to bill my insurance company. They are lying!!!!!

      Business Response

      Date: 04/03/2024

      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 is in the process of billing your insurance. Please await a response from your insurance as well as an updated statement from Superior.
      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: 04/05/2024

       
      Complaint: 21515072

      I am rejecting this response because:

      To Recap:

      On 4/2/24 I contacted Superior Ambulance by phone and requested a call back to discuss my bill. I did not receive a follow up call back in reference to that request.

      On 4/2/24 I made the complaint to BBB and contacted my insurance company, ********* Network (BCN) to see if a claim had been submitted by Superior and they stated one had not been recieved.

      Since 4/2/24:

      On 4/4/24 I received a response from BBB and Superior about my complaint.

      On 4/5/24 I contacted Superior to inquire if they had sybmitted a claim to BCN. The customer ********************** rep said that the claim was submitted today (4/5/24) and that it would take up to 30 days to hear back from them.  I am now waiting for an adjusted bill from Superior so I can determine that the bill was corrected.

      Sincerely,


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

      Business Response

      Date: 04/08/2024

      Please await a response from your insurance. This can take up to 60 days for them to process. 

    • Initial Complaint

      Date:03/28/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      In November of 2023 I had to go to the ** for issues with alcoholism and I agreed to detox at their facility in a medically assisted detox at the behavioral health center next door to the hospital which is less than 1000 feet away from the ** doors in ********************** at ********************. In the ** room I was told I would need to be transported via Superior Ambulance to the behavioral health center which is again, less than 1000 feet away, no where close to even a mile. Its on the same property of said hospital. I was told I could not walk nor get a Lyft or another ride to the behavioral health center and that the ambulance service was mandatory. However no disclosure about the surprise cost of this short ambulance service was ever disclosed or mentioned that they were going to charge me $1700 for literally ************************************* into the ****** from the ** then drove about ******* feet away from the ** to the behavior health center on the same property and released me to the hospital once again. I have been transported via ambulance after calling 911 by the city of ********************************* to a hospital 3.3 miles away from my home and was charged $1500 but to see a charge of $1700 for a service that I was forced to use if I wanted treatment, without them disclosing how much they were going to ***** (this is the literal definition of gouging, forcing a customer to pay a ridiculously high cost because its required to receive medical treatment) me and charge $1700 for driving me from one building to the next building over on the same property I would have not agreed. I have been overcharged enough as it is with my medical bills and for them to have the audacity to force me into using their services and then charge a ridiculously high charge without disclosing prior to agreeing to their service is next to criminal. I paid $200 of the total $1700 because I do not feel I should be subject to this price gouging. Original charge = $1,650

      Business Response

      Date: 03/29/2024

      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. We do not have any insurance on file for the patient  please contact our Customer ********************** department to provide insurance information in order for us to bill. If this information is not available, please contact us to set up payment arrangements such as a payment plan, settlement or financial assistance if applicable.

      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:03/28/2024

      Type:Order Issues
      Status:
      Resolved
      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 step father (*********************** ****) passed away 6/29/2023. He had been in ****** Hospital for weeks prior to his passing. Shortly after his death we received 2 separate invoices from Superior Ambulance both said date of service 6/29/2023 and both were for $1561.99. At first I didnt realize they were 2 different invoices so I paid one of them, assuming it was for transporting his body to the funeral home. Shortly after I paid it, I spoke with the owner of the funeral home and found out he personally had picked up the body and transported it to his funeral home. So these 2 invoices are bogus invoices, as he was not in/did not use their service to be transported anywhere. And since I learned this information and never paid the 2nd bill, they have now sent the unpaid invoice to collections. So I paid the first one and shouldnt have, and the 2nd one they sent to collections.

      Business Response

      Date: 03/29/2024

      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 dates of service the patient was billed for were on 6/29/23 were transports from ************************** to ************************* and back for a CT Scan. These were not transports to the funeral home.

      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:03/27/2024

      Type:Billing Issues
      Status:
      Resolved
      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 daughter was taken to the ** after fainting, they found she had a few PVCs and since the local hospital didn't have a Pediactric Cardiologist to consult, they recommended she be transferred to the ******************* 33 miles away. I asked if I could drive her as she literally walked into the ** and was told it wasn't an option. She had an IV that was capped off before the ambulance ride and a 3 lead monitor on during transport. Her chart from the ** states on it, "The patient received a medical screening examination and does NOT have an emergency medical condition." Why are we being billed for Specialty ************** Base Rate 2, which is your highest level of care?! No intervention was performed during the 33 mile trip. The total cost was $9040.00. The charge alone for mileage was at $60.00 per mile totalling $1,980.00. Our insurance company paid $1268.83, which was the amount they said was standard for that service. This leaves us with a balance owed of $7,771.17. This is outrageous and is not close to what is usual and customary for the services that were provided. Superior Ambulance is taking advantage of the fact that they do not have contracts with most Insurance companies and can bill the patient for any remaining balance.

      Business Response

      Date: 03/29/2024

      We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *********, **** (Superior)reviewed the matter in question.

      Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ******************** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

      As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

      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:03/18/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Superior Ambulance keeps sending me a bill of 1300 dollars. I called the number on the bill and explained that I didn't use the ambulance transportation. I didn't even call the service. They were there because of the automobile accident. I have a police report saying that I declined the service.The person (male) told me that he was going to update it when I called. Even after (I thought I straightened the things out), they sent me the same bill again.So I sent them the police report to show that I declined the service.I still received the bill again two days ago on March 15, 2024.I just don't want them to send me a bill that I didn't use.Thank you.

      Business Response

      Date: 03/19/2024

      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: 04/09/2024

       
      Complaint: 21449899

      I am rejecting this response because:Thank you for your quick response.  According to the information I gathered from the ******************, I am ONLY responsible to pay if I were transported (to the hospital).  I declined that service.  Please refer to the police report attached to this email.

      *************************, who responded to the BBB, does not seem to have checked who called 911.  There should be a CAD record who called and dispatched the Superior Ambulance.  It was NOT me ( I already mentioned that in my original claim saying "I did not even call. . .")  I did NOT call 911.  NO phone calls made from me on that day where the accident occured. The response charge should be billed to the person who made a call. 


      Sincerely,

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

      Business Response

      Date: 04/09/2024

      Due to Superior responding to the scene and taking vitals as well as assessing the patient, we have deemed the response charge as valid. 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. 

      Customer Answer

      Date: 04/12/2024

       
      Complaint: 21449899

      I am rejecting this response because:I still have three questions. Please answer them.

      1. How much exactly do Superior Ambulance charge for a dispatch?

      2. Who do Superior Ambulance charge the dispatch fee? In other words, the dispatch fee is charged to who?

      3. How much exactly do Superior Ambulance charge for taking vitals?

      Sincerely,

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

    • Initial Complaint

      Date:03/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Where do I start? Superior charged $11000 for a 62 mile ride. They were paid $1300 by my insurance provider and sent a nearly bullying letter demanding immediate payment. I spoke to insurer (UHC) and they indicated theyve ask Superior to not continue this practice until its confirmed no additional insurance payments will be made. Assuming Superior does this as a matter of business practice in hopes theyll be paid more than their already ridiculous pricing. UHC is reviewing now, and they will be paying the balance due. If there is any further attempt to collect from me, Ill be filing suit.

      Business Response

      Date: 03/15/2024

      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.

      ********************* ******* contacted Superior and advised they will be taking responsibility for the balance of this claim. The patient balance of the claim at this time is zero.

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

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

    Superior Ambulance Service is NOT a BBB Accredited Business.

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