Complaints

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:09/08/2023

  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.

  Acadian Ambulance arrived at my home to transport me due to severe heat exhaustion which later turned out to be a heat stroke. The paramedics told my husband that instead of transporting me like my husband wanted them to they could treat me on site and ******** would cover it. They have given me the run around since they issued me a bill that Medicaid refused to pay. The paramedics did not offer the video chat with a doctor so ******** refuses to pay for the service. If they offered the video chat with a doctor ******** would have covered the bill. The bottom line is Acadian is refusing to take accountability for their actions and is demanding us to pay a bill that to our knowledge at the time would have been paid by ********. Now the account is in collections and is negatively impacting my credit score. I filled out the hardship paperwork and sent it to Tara ****** before the due date that she gave me. I never received a response to those documents. I can’t pay the bill which is $1,275 plus an additional $25 to get it removed from my credit report and I do not feel as if I should have to be responsible for the bill being the only reason I wasn’t transported was due to the paramedics giving us false information which at the time services were rendered we had no knowledge of knowing that the information was incorrect. I’ve spoken to 3 different supervisors who agreed that I shouldn’t be responsible for the bill but all 3 refused to help me. Not to mention, Acadian had to be called out a second time, and the same two paramedics responded. My cousin told the paramedics that they needed to transport me to the hospital or she was going to call the cops. I have two witnesses that were there to testify that what I am saying is the whole truth. Nicholas *****, my husband, who can be reached at ************ and Dalton *****, my cousin, who can be reached at ************.

  

  Business Response

  Date: 09/15/2023

  Tell us why here...Breana was offered treatment in place with a virtual Drs visit and also transport to the hospital; both were refused. Signatures of refusals were obtained by the crew on scene. 
  
  
  A hardship application was emailed to the patient; the application and supporting documents were received in a timely manner.
  
  
  However, the documents provided were not returned as requested.  Only photos of the documents were returned.  This is not an acceptable format for us to be able to do a full and comprehensive review.  
  
  
  Breana was informed that the documents were not acceptable and could be resubmitted on 11/04/2022.  We did not receive the documents as requested. 
  
  
  We would like to work with the customer in regards to resolving this issue.
  
  
  Though we cannot guarantee an approval, we will process and review the hardship application if the complete documentation is received by October  2, 2023.

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: 20566813
  
  
  
  I am rejecting this response because: My husband never agreed to not doing a virtual doctors visit so if a signature was received for that, it was not agreed-upon by my husband, who was in charge of me during this visit, because I was not in a place to make any decisions or sign papers. Your paramedic told my husband that all they needed was a line for a signature. We were not informed of that document. I was not transported because your paramedics informed my husband that they could treat me on scene to help with our situation (we didn’t need help my husband had our situation handled), and that ******** would pay for it. They also informed him that I did not need a hospital I just needed fluids because I was only dehydrated. I guess your paramedics thought it was easier on us with the situation that we were in but that was not the case and as stated previously our situation was already under control. We were moving into our new home and my husband had it handled. My husband really wanted me to be transported due to my condition. My husband felt that I needed a hospital but your paramedics kept pushing the on scene treatment. I was later transported, because I was choking on my own vomit while my cousin was transporting me to the hospital. She didn’t know how to help me and she was freaking out so she called 911 to get an ambulance to help me so that I could stop choking. I couldn’t keep water down and my condition was getting worse. My cousin threatened to call the cops if I was not transported because your paramedics (the same paramedics from earlier that afternoon) said again that they could treat me on scene it was just dehydration like they said before. I was very fatigued and couldn’t talk. Also, I was never told that the documentation that I submitted wasn’t appropriate. I never heard anything back from you guys regarding my application. I received a letter in the mail saying that it was denied, but that was it. I have been dealing with this for over a year now and my credit score is being affected by a decision that we did not make (regarding the virtual visit) and a decision that was forced on us. My husband made it clear that he wanted me to be transported the first time y’all came out because I couldn’t speak or walk. If it wasn’t for your paramedics intervening in the situation and saying what they thought was best, I would’ve been transported and we would not be in the situation that we are in. Therefore, I feel I am not responsible to pay this bill and I would like this bill to be voided and my credit score to be fixed. If you need to speak to either of the witnesses feel free to call the phone numbers that were included in my claim. Thank you. 
  
  
  
  Sincerely,
  
  
  
  Breana *****

  

  Business Response

  Date: 09/21/2023

  
  
  First and foremost, we want to reaffirm that we stand firm in our commitment to adhering to established protocols and procedures. Our team has diligently reviewed the records, and we can confirm that all protocols were indeed handled properly, including obtaining your signature for refusing treatment.
  
  However, we understand that your concerns about the service experience are valid, and we want to address them in a manner that reflects our commitment to customer satisfaction.
  
  In light of this, we will offer you a resolution. We are prepared to extend a 50% discount on your balance, which results in a total amount of $637.50. This gesture is a reflection of our dedication to resolving this matter amicably and ensuring your continued satisfaction with our services.
  
  We believe that this solution is a fair and reasonable step towards resolving the issue to your satisfaction. We hope that this gesture demonstrates our commitment to providing you with the best possible service.
  
  
  If you agree with our solution, please respond  and  I will update your account once payment is received we will consider the matter resolved. 

  Customer Answer

  Date: 09/22/2023

  
  
  Complaint: 20566813
  
  
  
  I am rejecting this response because: As stated previously, we were falsely informed and we did not sign any paperwork saying that we would not do the video phone call with a doctor. Also, this is not the first time that one of your paramedics has pushed that option on us. On July 20, 2022 at 4:45 PM I called 911 because my daughter slipped and fell in the tub. It was a metal tub and her eye was swelling fast and I was very worried about her. Acadian came out and two different paramedics were present. The female paramedic kept pushing that my daughter did not need to go to the emergency room and she was fine however, for my convenience, she would happily treat her in the field. She did not want to transport my daughter to the hospital. I refused the on scene treatment and demanded to go to the hospital. The male paramedic looked at her and said we need to transport her because she wants to be transported. The female had an attitude and said “fine”. I don’t know what’s going on with Acadian but you guys really need to train your employees better. I want this bill voided and my credit score fixed. I will no longer be using Acadian in the future because I do not like the way these 2 incidents were handled. Thankfully, we had already had the incident with me, and we knew better than to use the on scene treatment ever again. Things with my case weren’t this out of control at that time and my daughter needed to be seen by a doctor. The only thing that was going on at this time was I had received a bill from Acadian and I was working with ******** and Acadian to get it taken care of. 
  
  
  
  Sincerely,
  
  
  
  Breana *****

• Initial Complaint

  Date:06/16/2023

  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.

  According to *****'s insurer, **** ********** ******* Acadian Ambulance failed to properly submit to insurer proper claim or appeal documents for one of the two transport services they rendered at 10 a.m. and again at 10 p.m. on 2/5/2022, and now are demanding $2152.29 payment from me. This service was covered by **** insurance, who refused to pay one transport of that day because proper docs and/or appeal were not submitted according to insurer.

  

  Business Response

  Date: 07/05/2023

  Good Afternoon, 

  Appeal was filed correcty with insurance carrier and Account has been resolved.

  Customer Answer

  Date: 07/05/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20190119, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** *** *** ***** *************

• Initial Complaint

  Date:06/12/2023

  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 2-22-22 ****** ******* was transported to a hospital. The claim was filed as "no Medical Necessity" and Medicare refused payment. I received a bill of $1444.00 and because Medicare refused payment I refused payment due to their decision and due to "no Medical Necessity". They would not refile it correctly after my second request to do so. They refused to speak to my insurance administrator People s Health. I'm requesting an option from you as a third party not financially involved in this dispute. The bill date is 9/13/22. The customer number is *******. The account number is ********

  Customer Answer

  Date: 06/12/2023

  Requesting a reply

  

  Business Response

  Date: 06/19/2023

  Good morning!  Acadian did not file this claim as "No Medical Necessity".   This was a 911 emergency call and is listed as an emergency.  The insurance, People's Health,  denied the claim for ambulance services due to no medical necessity on 04/29/22.  That was a determination made by the patient's insurance company.  They do have guidelines for medical necessity to follow.  On 03/03/23 the patient's husband, *****, contacted us to let us know he has contacted People's Health and they stated to him that if someone goes to the hospital it is a covered charge provided if the claim is coded correctly and that they did not deny this claim for no medical necessity.  However the insurance in fact did deny covering due to no medical necessity.  We billed and coded our invoice correctly.  We cannot change the codes and resubmit, that is fraud.  We cannot send this claim over again because the insurance company will deny as a duplicate claim, which it would be.  It is the patient's responsibility  to contact their insurance company to start the appeal process so the insurance company can reprocess this claim to consider covering it.  On 03/03/23 when our representative spoke to Mr. ***** she also advised him to try and obtain records from the hospital so insurance can see the diagnosis given by the doctor to help with this appeal.  After conversating with Mr. ***** she stated she will have our resolution specialist Tara call him back to further assist.  On 03/07/2023 at 12:00 noon Tara called Mr. ***** at ************.  No one answered so she left a voicemail.  No one has called back at this time.  Thank you.

• Initial Complaint

  Date:05/19/2023

  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.

  My infant son was throwing up and sick on Dec 28,2022. We were concerned he might aspirate so we called Acadian to transport him to the ER. My wife who is a RN rode with him to the hospital with him while I followed. In the ambulance the emt had no idea how to hook up the suction device so my wife had to show him. They never did vitals or any checks on him on the way. When we arrived at the hospital the EMTs waited till the ER nurses checked vitals then they copied the numbers into their computer. Fast forward to a few months ago we receive a bill from Acadian showing we owe 309.14. I called the business office asking what the balance entailed. They broke down to me telling it was vitals etc. I told them the story about how they were never checked by an EMT and just copied from the ER nurse. I was contacted by the acadian supervisor saying I would be getting a credit on the bill taking off the vitals and a few other things because they were never performed. Well last month “April” we receive a bill showing we were 3 months past due and still owed 309.14. I contacted acadian business office again about the bill and they said someone “forgot” to apply the credit and they would remove the delinquent status since I was waiting on the updated bill to see exactly what we owed. Well today 5/18/23 I received a letter from ************* ********* LLC representing Acadian saying we were sent to collections and we owe 309.14. I am infuriated at the unprofessionalism of this situation. After dealing with all this. I should owe nothing.

  

  Business Response

  Date: 05/23/2023

  On 5/19, the patients father contacted us in regards to this matter.  It was verified by management that an adjustment of $150.00 was approved previously but not applied to the account.  The adjustment was applied at that time by management to rectify the issue. Also, a recall request on the account was sent to the collections agency as well as a request to clear the credit file.  A copy of the updated invoice was sent to the patients father at that time showing the adjustment and the balance remaining of $159.14.  This amount is still outstanding. 

  Following this call interaction with the patient father, we consider the matter resolved. 

  Customer Answer

  Date: 05/30/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20077766, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/05/2023

  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.

  Hi , This is for date of service on 08/08/2022 where I was transferred from one hospital in Las Colinas , Texas to another hospital in Dallas , TX involuntarily due to a health condition and this specific Ambulance service was ordered by the hospital which I don't have any clue or control ... while transporting me to the destination hospital I was asked few details by the technicians who are with me inside the ambulance and they have confirmed verbally several times that Acadian is part of my insurance network and asked my personal details which he has entered in the Computer Gadget he is carrying with him ... Now I get a Collection Notice/ Bill for the discounted amount by the insurance when Insurance is clearly stating that I don't Owe anything in the Explanation of Benefits , however Acadian Billing Team are rude and insists that they are not contracted with my insurance so they don't have any obligation to honor the discount and I am financially responsible for the discounted amount by the insurance .... This is deceptive and are trying to collect from patients who are already in bad shape by claiming that they are not contracted with insurance

  

  Business Response

  Date: 04/05/2023

  “Acadian Ambulance as a Healthcare provider must adhere to HIPAA regulation and guidelines. Therefore we are unable to supply any information regarding patients under our care at this time. Any communications will be held directly with the customers, patients, and or their representation.”
  
  

  

  Business Response

  Date: 05/23/2023

  As we've previously stated:
  On 3/8/2023, the customer contacted us to request we write off his entire bill.  The customer escalated his call and ended up speaking with Management.
  Management explained that we do NOT have a contract with his insurance, therefore, the insurance carrier cannot selectively take a discount on our charges. 
  
  We reached a negotiated verbal agreement with this customer to provide a self pay discount on the bill as a courtesy. 
  
  The customer accepted and made a 4 month payment arrangement and a discount was provided on his account at the time of the call. 
  
  We consider the matter resolved as a result of this agreement and no refund will be issued to the patient unless the insurance provider makes further payment on the billed charges.  

  Customer Answer

  Date: 05/24/2023

  
  
  Complaint: 19898429
  
  
  
  I am rejecting this response because of the same reason , I spoke to insurance and the business need to honor the explanation of benefits ... I did not choose this provider and billing unethically is incorrect ..
  
  
  
  Sincerely,
  
  
  
  **** ***********

• Initial Complaint

  Date:01/31/2023

  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 October 12, 2022, a hospice nurse attending to my mother at her residence at *** ******* **** ********** ** thought that I appeared faint and needed medical attention. Acadian Ambulance was called and they rendered on site medical attention only. Neither I or my husband, ***** ********* thought that transporting to a hospital was necessary as we both felt I had sufficiently recovered. I have received a bill from Acadian Ambulance for $1200 for the services they rendered for no more than 45 minutes. I am appreciative of the attention Acadian gave me but feel that the billed amount is excessive. I contacted them and offered $300 for payment which was not accepted. At this time I am willing to pay no more than $400 with the acknowledgement that this is to be full payment. If there are any questions, please contact me.
  Best regards,
  ****** ********

  

  Business Response

  Date: 01/31/2023

  Acadian Ambulance as a Healthcare provider must adhere to HIPAA regulation and guidelines. Therefore we are unable to supply any information regarding patients under our care at this time. Any communications will be held directly with the customers, patients, and or their representation.

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: 18955065
  
  
  
  I am rejecting this response because:

   

  As requested, I am sending pictures of a bill received for a complaint that was thought to have been resolved. No correspondence has been received from Acadian Ambulance since filing the complaint with BBB in February, 2023. What can be done to resolve this issue once and for all?

   

  

  Business Response

  Date: 12/11/2023

  I apologize for the delay in my response; however, we are actively working on a resolution for the patient.

• Initial Complaint

  Date:01/09/2023

  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.

  During the week prior to October 12, I received a phone call requesting that I contact their 800 number to schedule a routine telephone activation with my monitoring system. Thinking this was a scam, since I have had my system for 4 or more years, I did not return the call, The following week, on October 12th, I received another call requesting the same service. Thinking that maybe it wasn't a scam call, I returned the call at the number provided on my message machine. A man answered and asked if I was by the land line receiver as I could not speak to him through my necklace monitoring device. I told him I could go to the room that it was in. When I got to the device, he asked me to push the "T" on the side of the device to "test the line". I did so. Following this, I heard what sounded like a telephone received had been dropped and then I heard a dial tone. I held on for a few minutes and then I hung up. Several minutes later, there was a knock at my front door. I opened the door and an ambulance was in my driveway and two attendants were standing at the door. They indicated that they had received a "Fall" signal from my monitor system. I told them I had not fallen and they could that I was ok. I told them I had not called or sent a signal. I asked them if I was going to be charged for the call. Both of the attendants replied that I would not be charged. The male attendant made noted on a sheet of paper. I thanked them for coming. On October 17, I received a bill requesting a payment of $100 for service. I contacted the company and told them what had happened and that did not think I should have to pay the bill. She explained to me that I owed the money because the call I had made had triggered a "send" to Acadian Ambulance service. My equipment was updated a year or year and a half ago. I didn't understand why I was just receiving a request to activate my telephone connection. I do not feel I am responsible for this call error.

  

  Business Response

  Date: 01/31/2023

  Acadian Ambulance as a Healthcare provider must adhere to HIPAA regulation and guidelines. Therefore we are unable to supply any information regarding patients under our care at this time. Any communications will be held directly with the customers, patients, and or their representation.

  Customer Answer

  Date: 02/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18709225, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ann ******

• Initial Complaint

  Date:11/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was sent to collections despite the fact that Tricare and Medicaid pay for this ambulance trip for my daughter, ****** ********