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:11/08/2023

  Type:Product 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 am writing to file a formal complaint against Superior air ground ambulance.On March 3rd 2023 my 6 year old son woke up in the middle of the night screaming in pain and holding his side. Fearful that it may be his appendix I took him in my car to the nearest hospital located on Fort street in ******** While in the hospital he received pain medication and also had imaging done on his appendix. I was informed by the ** supervising doctor that the images were not clear. In order to obtain clearer images my son would have to be transported via ambulance to **** childrens hospital in ************. The hospital arranged the transport and I had no say in what company would be used and I had no time nor was I in a state of mind to check to see if said company accepted my Insurance. By the time my son and I where loaded into the ambulance the pain medication he received had taken affect and he was no longer screaming.The EMT offered my son her phone to watch a movie to ease his stress while we made the 40 mile drive from ******* to ************. The ambulance proceeded to ************ at regular speed while obeying all traffic lights and road laws. There was no lights and sirens or speeding. At no time was I informed by the team in the ambulance that they did not accept or work with ********** Blue shield. My son was admitted to the hospital and we stayed overnight in the hospital.The Bill I received from Superior Air ground ambulance for this unrushed drive while my son watched a video was for $9710.00. Needless to say I was shocked by this amount of money being requested for a 40 mile trip. After speaking with a representative from Superior I was informed that they do not work with ********** blue shield and I would be responsible for the any balance my insurance didnt pay. I believe $9710.00 is an obscene amount of money for a 40 mile trip.The amount of money I received from BCBS to settle this bill was less than $900. Superior is now threatening me with collections.

  Business Response

  Date: 11/09/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  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.
  
  Please provide a copy of the Explanation of Benefits received from BCBSM for Superior to review. Once reviewed, Superior will be able to determine a discount to be offered on this claim.
  
  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: 11/09/2023

   
  Complaint: 20845062
  
  I am rejecting this response because: I will not consider this matter to be closed or resolved until the bill is reduced to a more reasonable amount.  please find attached the *** that was requested
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2023

  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.
  
  Blue Cross Blue Shield of Michigan paid the policyholder $862.99 directly on this claim. There is also a $215.75 co-insurance balance as well as a $460.21 deductible balance. The total amount Superior will discount this claim to is $1,538.95.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  395 *********.
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will consider this matter as closed once I receive an amended bill that reflects the discount with a total amount due of $1538.95.  Thank you for your help in this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Product 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 paid Superior Ambulance $2937 on 8/17 for a hospital to hospital transfer of my now deceased husband (*********** Hospital to ******** Hospital in Hyde Park). The "run number" for the transfer is: 23-335802. I paid for the transfer out of pocket via credit card. **/BS then paid the company the full amount (a little more actually: $3187) and per **/BS (reference number *********) the payment was sent on August 23. I am due a full refund and Superior Ambulance acknowledges that. However, it has now been close to 3 and I have still not received it. I have called several times and have been getting contradictory information on when I will receive the refund: initially I was told it would 2-3 weeks from my first phone-call on 10/11 since I was already slotted for refund; I was subsequently told by a different rep that the latest date would be 11/5; I was told today (11/5) by yet another rep, that it wouldn't be until the of November or mid-December (4-6 weeks from my 11/10 phone-call). The company is sitting on double-payment and this seems unacceptable. In addition, I am keeping this credit card account open exclusively so as to receive this credit (apparently a check would take an additional 90 days!) but should close it relatively soon as it has my now deceased husband's name attached. Please contact the company to help facilitate issuance of the credit which seems to be taking a needlessly lengthy amount of time to process. Additionally, two of the four reps with whom I've spoken on the phone have been quite rude--altogether not a good experience and seemingly a bit "sketchy."

  Business Response

  Date: 11/06/2023

  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 ********, Inc.
  (Superior) reviewed the matter in question.
  
  This refund was processed on 11/6/2023 and you should be receiving the funds back in your account within 3-5 business days.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, Inc.
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 11/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Complaint #******** with Superior Ambulance Company has been resolved and no further action needs to be taken. The case number I was given if that is needed: 59816824F9C41 and the complaint number is as listed above.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2023

  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.

  I was involved in a minor car accident involving 3 other cars. The accident was a not at fault accident. I never dialed 911 nor did I have the time to do so. Police asked me if I wanted to go seek medical attention. I refused just like everyone else involved in minor accident. Close to 2 months later I receive a bill from Superior Ambulance for close to $1,000 for coming to the scene. I never even called them. Not even sure how they got my information.

  Business Response

  Date: 11/03/2023

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

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 20819133
  
  I am rejecting this response because:I would like to reopen case. Case has not been solved yet. In following up on the situation with Superior Ambulance regarding the unsolicited billing for services at the scene of a minor accident in which I was involved, I wish to inform you of the steps I have taken thus far and the responses received. Despite my proactive approach in attempting to resolve this issue, the outcome remains unsatisfactory, further complicating this matter.Upon receiving the unexpected bill from Superior Ambulance for nearly $1,000, I immediately contacted their billing department to seek clarification and rectify what I believed to be an error. During this conversation, representatives from Superior Ambulance insisted on payment, either directly from me or through my insurance provider. They disregarded my explanations regarding the nature of the accident and the fact that their services were neither requested nor utilized by me.Subsequently, I reached out to my insurance company to discuss this charge. The insurance representatives reviewed the circumstances of the accident and confirmed that, given the minor nature of the incident and the fact that it was marked as 'not at fault,' they see no basis for Superior Ambulance's claim. My insurance company has categorically stated they will not cover this charge, primarily because their involvement was not solicited by me or, to my knowledge, by anyone else involved in the accident.It is imperative to highlight that at no point did I engage with personnel from Superior Ambulance to request their services. Furthermore, I did not sign any documentation or provide verbal consent that would obligate me to accept and subsequently pay for any service rendered at the accident scene. The absence of such an agreement, combined with the lack of any medical services received from Superior Ambulance or any other emergency medical service provider, leaves me questioning the validity and ethics of this charge.This situation raises serious concerns regarding the practice of billing individuals for unsolicited services, which can be perceived as exploitative and unwarranted. The insistence on payment for services that were neither requested nor provided is distressing and, in my view, constitutes an unethical business practice.Given these circumstances, I am seeking a formal resolution to this matter that includes the withdrawal of the erroneous bill and assurance that such incidents will not recur. I believe this issue not only affects me but could potentially impact others who find themselves in similar situations. I am prepared to take further steps, including seeking legal advice and contacting regulatory authorities, to ensure this matter is resolved fairly and justly.I trust that this detailed account provides a clear understanding of the situation and the actions I have taken. I look forward to your prompt and decisive action in addressing this issue.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/05/2024

  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.
  As a courtesy, Superior will be waiving the balance of $900. Please disregard any invoices received.
  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:10/30/2023

  Type:Order 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 8/13/2023, my daughter received non-emergency transportation to the hospital after someone called 911. We administered her epi pen as a precaution after she was stung by a yellow jacket. We received a bill for $2,755.00 for a 5 mile ride from downtown Milford to ********************* in ********, ********. Our insurance covered a portion and we are not sure why we were billed for the remaining and unnecessary charges. This is absurd!

  Business Response

  Date: 10/30/2023

  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.
  
  We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20799827
  
  I am rejecting this response because: the ambulance ride was not needed and the *** was very persuasive about transporting her to the hospital and not once did they mention insurance and in or out of network coverage.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/31/2023

  911 was called and Superior was dispatched to the scene to transport the patient to ****************************. Please attempt to appeal directly with your insurance and advise our Customer ********************** department of the action that is taken. 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
  **********************************************************

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20799827
  
  I am rejecting this response because: I have contacted my insurance company and have requested an appeal for the amount that I was billed and am awaiting a response on same.  However, there appears to be a disconnect between Superior and my insurance company for the amount: 

    -  total bill was $2,755.00
    -  approved amount was $708.21

    -  plan paid $337.68   - the bill I received is for the full amount, $2,417.32 above this amount paid by my insurance company.  

  There is no explanation or break down of the over billed amount being sent to me for payment.  Why am I being sent an invoice for the remaining amount over and above what is allowed?  Again, I have contacted my insurance company and requested an appeal.  However, there is no explanation as to the amount that I was billed. 

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

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 27, 2022, I went to ****************************** in *******, **. I was diagnosed in critical condition with a colon perforation and life-threatening sepsis. After several physician consultations, it was determined that I needed to go to a higher level hospital for care. I was sent via ground ambulance on a ************** Transport (SCT) which is to be the highest level of care, by Superior Ambulance - an ********-based company. SCT are legally required to have at minimum one paramedic with advanced training in the ambulance. With sepsis a person can rapidly go into septic shock, and sepsis unchecked is one of the leading causes of death in the US. One of the first signs that someone is going into septic shock is a rapid change in vitals. The one *** in the Superior van performed no medical care during the 45 minute transfer - not even to check my blood pressure. I received my medical care records from the ********* hospital and most of the transfer data is left blank. Since August, I have sent 2 email and 3 written letters asking Superior for the name and license of the *** in the van, and copies of the "run report", which is my medical records from when I was in-transit. They have yet to send me any information. They charged me $9,715 for this ride where I received no medical care whatsoever. This billing is almost three times higher than the other ambulance companies in my area. They charged mileage for hospital to hospital transfer of $60 per mile. Their billing is egregious and their care is abysmal. I understand the ******* BBB is investigating Superior after receiving 53 complaints on them in the past two years. Due to the care I received, I want Superior Ambulance to mark my bill as paid-in-full. My insurance paid $1,331 and I've offered to pay them $2,014 which would make the payment the average of what is paid in my area. They are lucky to get that, based on their dangerously poor care. They should have had a paramedic with advance training in the ambulance. I doubt very much that there was a paramedic in the van, and if there was - Superior Ambulance is negligent. I was severely ill and they treated me like a *** package and charged $9,715.My acct. at ********************** is 22-578329.

  Business Response

  Date: 10/26/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *********, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to Anthem BCBS, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 20782315
  
  I am rejecting this response because:

  Superior Ambulance response only talks about money.  
  My direct response to Superior statements:
  I have sent your bill back to my insurer. I informed your customer ********************** (via email) this almost a week ago. Yes, I know you are out-of-network - that is not the question. And no, I will not call you to set up a payment plan. Your bill is incorrect, and as Ive already told your customer **********************, (via email) - Im hard of hearing. Please send any information via email or by mail. 
  I am concerned about quality of care issues and consumer rights. I have asked 6 times, in writing, for information about my medical care during my ambulance transfer. (I filled out your forms and sent them to your customer ********************** department). When requested, I am lawfully *********** be given: the names and license numbers of *** in my **********************, copies of the paperwork given to SA from ******** hospital, copies of the paperwork given from SA to St. Lukes and the run report for my medical care given in route.  I had a perforated colon and life-threatening sepsis. During my ambulance ride, the *** gave no medical care whatsoever - they didnt even take my blood pressure during the 45 minute ride. (Recording of vitals is critical in cases of sepsis, as rapid changes in vitals indicate a patient is going into septic shock.) 
  Superiors billing is egregious. According to online news articles in ***********, *******, *******, and *********, Superior is charging 2 to 3 times more for SCT and milage than the other EMS in the same geographic areas. I know, SA will say - they have to charge so much to pay their employees well.  You know we see what you pay on Indeed. Other EMS providers charge to ? less for inter-facility transport, provide quality care, pay their employees well, and retain their employees.  I bet Superior will say we cant speak to what other EMS charge (Ive seen that response over and over on the numerous BBB complaints against SA). I wonder how Emergency Medical Directors, in areas where SA operates, would respond after reading the online news articles on Superiors billing abuses and the BBB information about Superior.
  I have asked 6 times, in writing, for an updated, accurate, complete, itemized bill (with medical  coding being used). My insurers Explanation of Benefits (EOB), has rejected Superiors billing for charges that are being double-billed and two charges that were billed are for care that was never given. My bill needs to be amended for these, shall we say,- errors? Also, please send copies of any paperwork I signed, where I agreed to you charging me interest (which was done), and copies of documents showing that I was well-advised and still waived my rights regarding out-of-network billing. 
  It appears Superior Ambulance is unwilling to give me the most basic information about my medical care and billing. I rode in their van - but no, they did not give ************** Transport level care, as per the Department of Health and Human Services, DHHS-EMS division, and they have not complied with information requests as per consumer protection laws. I want Superior Ambulance to send me revised billing that takes into account all of the above information.
  
  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/30/2023

  Please fill out the attached Medical Records Request form and return in order for Superior to send the appropriate records requested.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20782315
  
  I am rejecting this response because:

  I have filled out, signed, and sent my requests for my medical records and an updated accurate coded itemized bill to your customer ********************** -twice.  Please have someone walk down the hall and give you a copy.  I cant call to discuss my bill- I am hard of hearing.  Do your employees make bonuses based on what you exhort? You are stalling and I wont just go away.  I will just keep going up the ladder at Superior - to VPs like - ********************* and even President *************** I asked for more than just my medical records in my last response to you. Please read it carefully.  
  After compiling data from BBB, in 2023, you are charging anywhere from $2,600 to $9,715 for SCT, hospital to hospital transfer.  I went 45 and was billed $9715 and yet another man was charged half that, for going 47 miles. *********** whether its in rural ******* or LA - the cost of a bag of chips is the same.  The revenue for each location is vastly different, but the prices are the same. If you dont want to open your ambulance store somewhere - then move out. Im wondering if there is prejudice driving your wildly different billing practices. Also recent data on BBB shows you are giving some consumers roughly 30% off on there bills. Why are some people getting these huge discounts and others getting none? What is your system for determining who will save thousands and who will not?  Again - what prejudicial biases drive this company?  I will go to the ***** and get free legal aid.  
  Send me my medical records and updated accurate billing now. 
  
  

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

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/26/22 I needed an Ambulance service due to a medically necessary transfer from ************** in *********, ** to ****************** in *********, ** (116 miles). When the ambulance was called my Aunt who took the phone call was told that because I was requesting to be transferred they would not send the ambulance to pick me up unless my portion of the ambulance was paid up front. On 4/26/22 my Grandfather made a payment via credit card in the amount of *******. After the payment was made, the ambulance was sent to pick me up. On 6/29/22 I received a bill from Superior Ambulance of ********* in the amount of ********* and I was shocked. I figured this was a mistake, I called UMR (my insurance company) and was told that although they (Superior Ambulance) originally processed my claim as In-Network, the suddenly decided to change it to Out of Network; I didn't realize this was even possible. *** suggested we contact a company called Data iSight to see if they could negotiate a lower bill or possibly get the bill processed as a in-network claim as we originally thought it was. We called back on 7/15/22 and Data iSight said they were unsuccessful in negotiating a lower price with Superior Ambulance. *** said the next step would be to reprocess the claim with UMR. On 7/20/22 I reprocessed the claim with UMR and when I heard back from UMR I was told that Superior Ambulance had been paid in full and there is no patient responsibility. She provided me with an EOB showing that I owe nothing further it has been covered 100% . She informed me Superior Ambulance has submitted 3 separate claims for the same service. She said the other claims are not being paid because they are Duplicate Claims. I am not responsible for this bill and yet they are charging me interest monthly and I was just told today I owe *********. This is absolutely terrible that they were paid in full and still are demanding more.

  Business Response

  Date: 10/26/2023

  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 will be waiving the balance of any invoice received as the payment made at the time of service was payment in full. Please disregard any invoice received. We will also contact ********* to remove this account from ***********************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had service on 10/18/2023 for my son, who had to be transported for an emergency appendectomy from Good *** in *************, ** to ******************* which is about a 18 mile trip on way to **********. We were told by the hospital that we HAD to take an ambulance. Superior Ambulance is a local service being only a few miles away from where we were at Good Samaritan. I received a ludicrous bill today for a BASE rate of $5,500, and IV infusion pump of $250.00, and a couple other small items, but with another charge for $60.00 per mile which totaled $1260. My insurance covered hardly any of this because they are "out of network" which we were not told. So after our insurance a ***** mile trip costs us $6,708.29 which is outrageous. My wife called them and they said if we could pay not they would take the bill down to $4,000, then after our health insurance company called them the bill went down to $3700. This still seems very high. When I went to log into their payment portal the total ******************* reads $6,708.29, so how can I trust that I won't get chased down for the difference. These amounts would prevent me from ever getting into an ambulance again.

  Business Response

  Date: 10/26/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ********, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to BCBS, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20779283
  
  I am rejecting this response because we already discussed this with our insurance company who told us we were out of luck. We also spoke to ***** at Superior who never even mentioned this to us.

  We would be happy to do a conference call with someone from Superior if they agree to get on the phone with us along with the insurance company.

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

  Business Response

  Date: 10/26/2023

  You are able to contact your insurance company then call Superior Customer ********************** at ************ to do a conference call.

  Thank you,

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

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 28 of 2022, my newborn son was transferred from St *************** in **********, ** to ****************** in *******, **. I received a bill for over $12,000 but it was pending insurance. After my insurance paid approximately $1700 , I contacted Superior Ambulance. They advised me to contact my insurance provider about the remaining balance. My health insurance advised me that this is the *** the insurer pays out, and that Superior Ambulance is a known price ******. The services provided were estimated by insurance to be $4000-$5000 total and that is what any other provider in the area would charge. I contacted superior who said this is what they choose to charge the $12,000. I have no issue paying $2300-$3000 as a copay to them for the services, I understand I am responsible for a portion but I expected a fair and reasonable charge. My husband contacted them in August where they agreed to a $3,000 total balance if we paid in full. We waited for the updated charges paperwork to arrive and it never has. Today I was contacted by an outside collection agency saying I owe them over $12,000 for Superior. They did not honor the agreement

  Business Response

  Date: 10/26/2023

  Response
  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 the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  Superior will send out an updated invoice in the amount of $3900 as agreed upon if paid in full per the phone conversation that occurred on 8/23/2023.
  
  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: 10/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If $3900 is the total amount owed, I will pay Superior in full upon receipt of the invoice. I do appreciate Superior's services, I just wanted the agreed upon price. Thank you very much for your assistance. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  re:date of service 6/15/2023 - in September I received a billing statement showing a total owed of $3,808.09. however they also noted a prompt pay discount (by Oct 17, 2023) for $3,046.47. So on September 27, 2023, I wrote a check and made a payment for the prompt pay amount - $3,046.47. I was under the assumption that this would be a price break for early payment. Now I received an October statement which reflects my $3,046.47 payment but claims I still owe $761.62. The $761.62 is the difference towards the original bill of $3,808.09. So basically their statements are misleading, not truthful - there is no prompt pay discount. I resent being mislead and I am refusing to pay that $761.62 difference. In addition, my insurance explanation of benefits advises me that they have paid this claim and I should only owe $100.00.

  Business Response

  Date: 10/13/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ****, **** (Superior)reviewed the matter in question.
  
  The patient payment of $3046.47 was received and due to the initial invoice sent on 8/17/23, this is deemed payment in full. The balance on account ********* is now zero.
  
  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: 10/13/2023

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

• Initial Complaint

  Date:10/10/2023

  Type:Order 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 called 911 and requested an ambulance because I had lost consciousness unexpectedly. Superior Ambulance (Superior) arrived and drove me the 7 blocks to the Community Hospital ER. My insurance (BCBS of *****) was billed $3,399.00 and covered $1,012.60 (which is what they pay if the service is in-network). Superior claims they are out-of-network. The *************** has an Ambulance Services Agreement with Superior. The agreement states that the rates charged by Superior shall be in accordance with the definitions of each service level set forth by the Centers for ******** and ******** Services. The rates are also all-inclusive. Contrary to this, Superior is engaging in double billing and price gouging. On the telephone today, their representative stated they would accept an additional $1,500.00 instead of the $2,386.60 they ask for above what our insurance is willing to pay. Never in all the last 5 years have we ever seen extortion by Superior. We have no choice which ambulance company shows up. I don't expect to be gouged by my ambulance. Further, the BBB shows that Superior has had several complaints this year about price gouging and no response has been provided.

  Business Response

  Date: 10/11/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *******, **** (Superior)reviewed the matter in question.
  
  Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to Anthem BCBS, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.
  
  We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment. In the event that no additional payment is made, our customer ********************** department is able to work with the patient to establish a payment plan.
  
  If there are any questions, please contact our Customer ********************** department at ************.
  
  Sincerely,
  *************************
  Manager of Revenue Cycle
  Superior Air-Ground Ambulance Service, ****
  ***********************
  ********, ** 60126
  **********************************************************

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20720917
  
  I am rejecting this response because: I have already talked to my insurance company and the bill was paid at 100% of the maximum amount, even though they do not have an agreement with BCBS.  I had no opportunity to choose Superior Ambulance when my husband called 911. The average ambulance cost in ******* of $1,200. Superior charged me almost 3x the average ($3,399.00). This unfair gouging of people in an emergency, who have no choice, is despicable. They charged $60.00 to put a pulse oximeter on my finger. They used the same one I have at home. For that price I could buy 5 oximeters. The distance from my house to the hospital was 7 blocks. My ***************** sent me a check for $1,012.40. It's unreasonable to ask me to pay $2,386.60 beyond what my insurance company paid. When I spoke to them they were only willing to deduct the $60 for the oximeter. My nephew is an EMT with the same company and they offered me a 30% family discount. Even with those concessions I would still owe $1,670.62 after the insurance payment, still outrageous and greedy!  No wonder no insurance company wants to make an agreement with them.
  
  *************************************************

  Business Response

  Date: 10/16/2023

  We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *******, **** (Superior)reviewed the matter in question.
  
  Please forward the $1012.40 Anthem payment that was paid directly to the patient. Once this payment is made to Superior, we are able to set up a settlement or payment arrangement 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
  **********************************************************