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:11/04/2024

  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 daughter was transported by this ambulance service on March 7, 2023. I received a bill for the outstanding amount of the invoice for their services ($670 see attachment) and setup a recurring payment plan to deduct $50 on the 1st and 15th of each month to settle it (see attachments). This business put me on an indefinite payment plan (with no end in sight - 999 payments) and continued to charge me long after the amount due was paid. They recently charged the 36th debit of $50 from my account on November 1, 2024. I have currently paid $1800 and am looking to be refunded the amount I overpaid ($1130) as well as have them turn off this recurring payment plan immediately. I've left a voicemail for their billing department, but have not heard back. I had no choice in opting for their services as they were mandated by the hospital. I have no way of turning off the payment plan via their website and have to wait for someone from their office to contact me. This arrangement was entered into during an extremely stressful time as my daughter was very ill. This practice feels cruel for patients/caregivers who are trying to meet financial obligations for emergency medical care.

  Business Response

  Date: 11/04/2024

  Thank you for your message Ms. ********** Procare did not set up the payment plan as we do not have control over that. When you set up the payment plan online, and entered your credit card information, you did not enter an end date so the card continued to be automatically charged in the intervals that you set up. The system did not register any end date. We will issue an immediate refund of any over payment. Please give that a few days to process. Thank you and we apologize for the confusion. Procare Team

  Customer Answer

  Date: 11/04/2024

   
  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 look forward to receiving the amount the bill was overpaid.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/01/2024

  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.

  Caught ProCare Ambulance Service EMT with my wallet in his lap stealing money out of it during Transport on March 10th, 2024 from ****** ******** ** ******* ********.

  Business Response

  Date: 04/03/2024

  Thank you for giving us an opportunity to respond to this complaint. We are also responding to the complainant directly since we received an email directly from the complainant. We have investigated the allegation of theft contained in the complainant’s letter to the BBB against our employee, Lamar ********. Mr. ******** denies all allegations and we have been unable to substantiate the claims. This is a very serious allegation, and we take this matter very seriously. However, we are unable to determine if this did or did not happen based on the information provided. With that said, we are happy to review any additional facts or evidence that the complainant presents. Thank you. 

  Customer Answer

  Date: 04/04/2024

  
  
  Complaint: 21514538
  
  
  
  I am rejecting this response because:  Thank you for your prompt
  response, for Mr. ********’s name and for the continued victimization.  Certainly had the ambulance been
  equipped with a camera there would be no need for an investigation, proof would
  have been recorded.  I believe in second chances even third chances yet
  Mr. ******** must answer to a higher power bigger than ProCare’s investigative
  practices; we both know the truth.  It’s unfortunate the world is
  witnessing a lack of accountability play out before our eyes; no matter the
  cause there’s a cost to pay by all involved.  Hopefully a solution based
  outcome doesn’t come to little too late for ProCare to review safety protocols
  of what you so matter-of-factly characterize as an allegation.  

  
  Sincerely,
  
  
  
  Christina Perrin

   

  Business Response

  Date: 04/12/2024

  Please let us know if the complainant has any additional information for the company to consider and respond to. This is a very serious allegation, and we are unable to hold an employee accountable for an alleged theft in the absence of supporting evidence. We do not have patient compartment facing cameras due to patient privacy considerations and this is standard in our industry. It is standard that drive cameras are outward facing and facing the driver for safety purposes. Thank you.

• Initial Complaint

  Date:03/07/2024

  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 March 05, 2024, I received a debt collection letter from J ***** *****, **** The Debt *******************, **********, MD representing **************************** The amount of the debt is $1,524.00. I asked for and received an invoice. There I found out the debt is for transportation from the **************** in ******, ** to the ******************** in ******, **, which are on the same campus less than a mile apart. Also, the invoice stated that the mileage fee is $24.00 per mile. Even though the distance is less than a mile let's say it is five miles. The rate of travel for five miles would be $63.50 per mile. My complaint is that Procare Ambulance's fee is excessive for the distance traveled and the duration of the performance of their service. Any assistance you can provide me with to bring this matter to a satisfactory conclusion will be appreciated.

  Business Response

  Date: 03/08/2024

  Thank you for giving us an opportunity to respond to this complaint. This patient has ******************************** as primary. Procare correctly billed the patient's insurance, and this is the result per the **** Explanation of Benefits that Procare was provided:
  
  Procare called CRS ****** at **** of Maryland, ****** stated that the Claim# **************, process date 09/05/2023, was allowed and **** paid the amount of $201.40 directly by check to the patient and that the remaining patient responsibility would be $1322.60. $201.40 **** check was sent to patient so they cannot provide payment details, but Procare can bill the full amount to the patient, call ref# **************. 
  
  The patient was billed for the entire balance of $1,524.00 because the patient did not submit the insurance payment that was provided to them via check from (****) to Procare and **** told us to bill them for the full amount. Patient is responsible to pay Procare the $201.40 and pay the balance due. 

  The base rate for basic lift support ambulance transport is $1500 and the mileage charged is $24 since it was less than one mile. $1524 is the total amount billed. The patient never responded to the bills sent by Procare and retained the **** payment. The patient never made any attempt to call Procare to ask for a payment plan or charity reduction. Had the patient called, Procare would have been happy to work with the patient, but Procare was forced to send the patient to collections due to no communication with Procare. Please let us know how we can assist at this point.