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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:01/18/2024

      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.
      Relating to the **** out-of-network Emergency Care Act. I ******************* (patient) paid on 12/05/2023 $2300.00 to Superior Ambulance.My healthcare provider Medical Mutual paid Supervisor Ambulance $3,739.95 on March 20,2023 . The patient portion should have been $460.00. They say the out of network emergency care act only applies to air- ambulance not ground ambulance. **** guidelines on out-of- pocket Emergency Car Act does apply to air and ground ambulance. I am looking for a refund of $1840.00 *********** is Superior Air-Ground Ambulance ********************************************************************** *************

      Business Response

      Date: 01/18/2024

      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.
      This transport does not fall under the act referenced in the complaint. Superior is able to assist with an appeal to the patients insurance and corresponding forms have been sent to the patient via email on 1/18/24. Once the forms are filled out and received back, Superior can submit an appeal to Medical Mutual of Ohio on the patients behalf.
      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:12/20/2023

      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.
      Being billed a year after the event, and *** accepting negotiations with my insurance company.

      Business Response

      Date: 12/21/2023

      Good Morning,

      Please provide the account number this is in reference to.

      Thank you,

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

      Customer Answer

      Date: 12/21/2023

       
      Complaint: 21037829

      I am rejecting this response because:
      Account numbers,
      *********
      22-291277
      22-487374
      22-241916

      *************************
      Re: *******************************

      Business Response

      Date: 12/21/2023

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

      Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
      for the transportation services to UMR, 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
      **********************************************************

    • Initial Complaint

      Date:12/17/2023

      Type:Order 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.
      For account ******** ************ sent the bill to the wrong address. I attempted to pay online, but it wont let me without a special code that can only be found on the bill I never received. I would like a copy of my bill so I can submit it to my insurance company. ************ makes it next to impossible to pay it without a special code. I would like a copy of m y original bill and an explanation of charges please.

      Business Response

      Date: 12/18/2023

      Good Afternoon,

      Attached is a copy of your invoice as requested. If you happen to have any additional questions, please feel free to reach out.

      Thank you,

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

      Manager of Revenue Cycle

      Superior Ambulance Service

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

      ********, ** 60126

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

    • Initial Complaint

      Date:12/14/2023

      Type:Billing 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.
      I'm writing to file a complaint against Superior Ambulance. On October 25,2023 I had to be transfer from ************************** in ******* ** to Franciscan Health (*************) for a surgery. This is only 18 miles and the bill is $8,140.00. The ***************** called Superior and NOBODY told us this is out of network with our insurance company. Our company did pay the going rate of $845.96 and now they want to bill us the balance of $7,294.04. I have tried calling several times telling them this rate is crazy and they need to review it. After 3 phone calls still nothing. They are claiming it was a Tier 2 transfer and because he had an IV they charge more. They did nothing to me on the drive. I could get in and out of the bed by myself. This charge is an obscene amount of money for 18 mile trip.

      Business Response

      Date: 12/15/2023

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

      Customer Answer

      Date: 12/15/2023

       
      Complaint: 21008805

      I am rejecting this response because: Anthem paid the going rate for the service that was provided.   They paid as in network to help us out.   The balance of $7294.04 is an obscene amount of money.  I'm willing to pay some at a reasonable rate but $7294.04 for only 18 miles.  They did NOTHING but sit that ride to the hospital. I walked on and off the ****** and had the IV already in and it was not hooked up to anything.  You need to review the fees and get back to a more reasonable amount.

      Sincerely,

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

      Business Response

      Date: 12/18/2023

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

      Customer Answer

      Date: 12/18/2023

       
      Complaint: 21008805

      I am rejecting this response because:I am rejecting this response because: Anthem paid the going rate for the service that was provided.   They paid as in network to help us out.   The balance of $7294.04 is an obscene amount of money.  I'm willing to pay some at a reasonable rate but $7294.04 for only 18 miles.  They did NOTHING but sit that ride to the hospital. I walked on and off the ****** and had the IV already in and it was not hooked up to anything.  You need to review the fees and get back to a more reasonable amount.



      Sincerely,

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

    • Initial Complaint

      Date:12/05/2023

      Type:Order 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.
      12/31/22 our 1 year old needed to be moved from ER to a ****************** due to severe covid. Superior's team was called by the hospital, and the Paramedic's were superb. A month or so later, we received a bill for $9,370. BCBS high end PPO insurance ($28,000 annual premium for family plan) paid $3,030. It seems Superior just make up whatever costs they want, and if you dont pay, they send you to collections. This is a service you have no choice but to use, and are obviously grateful, but an unexpected $6,000 bill is brutal. It seems to stem from the fact that they refuse to in network with ********** Blue Shield, so they can charge whatever they like. The fact that the largest privately owned ambulance company in the Midwest refuses to be in network with one of the largest insurance providers suggests theres an issue with agreeing fair costs between both parties far bigger than the individual patient, but the situation is leaving the patients bearing the brunt. Unfair.

      Business Response

      Date: 12/05/2023

      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 ********, Inc.
      (Superior) reviewed the matter in question.

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

      As a reminder, this service was ordered by a physician,and should be reimbursed as such by the
      insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid
      amount. Please advise our customer ********************** department of the action that is taken with the insurance, so
      that we can allow time for an additional payment. In the event that no additional payment is made, our
      customer ********************** department is able to work with the patient to establish a payment plan.

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

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

    • Initial Complaint

      Date:12/04/2023

      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.
      On 4 individual occasions in the past few months I needed to be transported by ambulance. In each of these occasions Superior Air-Ground Ambulance were called to provide that service. The dates for these services were September 7, 2023, August 23, 2023, August 22, 2023 and June 23, 2023.All four of these trips were submitted to my health insurance, ********** Blue Shield, for payment. Three of the bills, those occurring in September and August were all paid in full. The trip on June 23, 2023 was only paid partially and I was given a bill for $1,461.28. I called my insurance company to figure out why one of the trips was not covered. The insurance company suggested that Superior must have made a mistake in coding the trip or other submission error. I tried to escalate a resolution with my insurance company but a supervisor told me the only way to fix this is for the provider, Superior Ambulance, to call the dedicated provider line. The insurance company assured me that this was industry standard for a provider to follow up with the insurance company to address any mistakes. I have called Superior Ambulance on numerous occasions letting them know that it does not make sense that one of the trips was not covered and that the only way to rectify the issue was for them to call the provider's line. Superior Ambulance on each occasion has refused to help to see how they might rectify this since "we get paid not matter what" and that they have no incentive to "work for you" since I have to pay no matter what. My insurance company has assured me that it is normal for a provider to phone in to fix a claim to make sure it gets paid. I have found the ambulance company to be dismissive, insensitive to my plight and not acting in good faith to do their due diligence. I am not able to solve this as I cannot change how they submit the claim. It is unfair that I either have to pay money I don't owe or have my bill sent to collections.

      Business Response

      Date: 12/05/2023

      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 ********** Blue Shield, 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.

      The attached EOB denial states benefit maximum for this time period or occurrence has been reached.

      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, out Customer ********************** department can set up payment arrangements on the balance.  

      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:12/03/2023

      Type:Billing 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.
      Account Number ********* Date **************** was paid The service I got do not and should not be no 2.580.76

      Business Response

      Date: 12/04/2023

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

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

      We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.

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

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

    • Initial Complaint

      Date:11/29/2023

      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.
      Exorbitant and false charges. Ongoing harrassment and threats

    • Initial Complaint

      Date:11/22/2023

      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.
      After an severe burn accident, my son was transported from one hospital to a specializing burn unit hospital and this ambulance service was chosen for us automatically without me getting the chance to make sure it would be covered under my UHC healthcare plan. Superior Ambulance is out of network and my insurance plan covered practically none of the bill. Our current bill due is over $3,200.00 for a trip where they took forever to get to the second hospital. I could have driven my son to the next hospital and we would have been there sooner which tells me the ambulance did not treat the transport as an emergency situation while my son needed immediate treatment for the severe burn. I also dispute the total miles driven which exceeds the distance between the 2 hospitals. I would like the total bill reduced to a realistic amount and won't consider a payment plan.

      Business Response

      Date: 11/22/2023

      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.

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

    • Initial Complaint

      Date:11/21/2023

      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.
      I had an ambulance ride with a superior and they charged me $**** for just providing services and then $60 for a 29-mile ride, The Total was $8800. I think they overcharged me. My insurance paid **** dollars and I paid **** which brings to a total of ****. rest of the amount was let go by the superior But the price of basic **** is too much for services. My insurance provider just paid **** for this. I feel I was overcharged in my physically weak time. After I recovered from this mentally. Now I am starting to fight back. This was outrageous

      Business Response

      Date: 11/22/2023

      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 ********** Blue Shield of Michigan, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

      As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, the account has already been discounted to the settlement amount of $4500 that was paid. The account is currently paid and closed.

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

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

      Customer Answer

      Date: 11/22/2023

       
      Complaint: 20903726

      I am rejecting this response because: First of all BCBS -insurance did paid $**** as that is what they calculate they pay for other ambulance rides in the area. I did talk to them about this and they did said it is the average to high payment for ambulance in the area. They have paid what as a company they pay other ambulance providers. 

      And generally speaking, ******************** thinks **** is fair value for the ride, superior can charge some additional amount they feel is sufficient but **** for just providing service is not what sound like reasonable and responsible thing to do.  

      I agree to fact that they discount the total bill from **** to **** but seriously this is still not a discount. I went through mental stress due to this bill as I have to pay **** out of pocket for this. 

      If other ambulances are charging **** ***** for same 30 mile ride. Then **** is like 4-5 times more.


      Sincerely,

      Atul Angra

      Business Response

      Date: 11/22/2023

      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 encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our Customer ********************** department of the timeline of your appeal.

      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: 11/22/2023

       
      Complaint: 20903726

      I am rejecting this response because: Insurance has already rejected the appeal saying that they have paid maximum they can pay for ambulance services.  They are not paying anything more. $8800 is such a big amount for ambulance ride. Insurance paid **** for this ride as well as  I have also paid $4500 out of my own pocket which is too much for this ride. Total we paid ****

      Secondly, I have a complaint with Superior's Overcharging tactics. Superior is the one who get paid for this and that is **** for a 29 mile ride. 

      I feel superior should charge what is reasonable ( which Insurance paid ****) and refund the extra amount - $4500 which I paid. 


      Sincerely,

      Atul Angra

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