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:01/29/2024

  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.

  This company has the worst customer service. My wife is trying to deal with a bill for transport that was sent to us in error that should have been covered by ********. The coding was wrong and when we called to try and fix the bill the call taker, Aisha got on the phone with a terrible attitude. She was rude and refused to help with the bill. My father in law spoke with her and asked her to let her to have his daughter help and Aisha said I’m not helping you and hung up the phone on a 72 yr old cancer patient.
  
  When we called back to get the employees same she was rude again and when we told her we were making complaint we hung up. She then called us back and told us that we can’t get her and play games.
  
  I have never witnessed or dealt with such a rude and terrible representative of a company. This company should be ashamed of hiring such a horrible person to deal in customer service.
  
  We have not been able to get a response from anyone else about this billing issue and we will not recommend this company to handle any transports for family members or use them in the future. Terrible company
  
  We need the billing issue to be fixed. ******** advises the code submitted was for educational coding however it was clearly accidental coding due to his level of medical care needed and should have been coded differently. Butler transportation is refusing to work with us to resubmit the claim.

  Business Response

  Date: 02/02/2024

  Good afternoon, unfortunately the characterization of our
  organization is misplaced, and inaccurate, that being said their frustration is
  real, but misdirected.  The caller that
  was hung up on by our representative, that was done so after the caller
  proceeded to use vulgar and profane language with our team member, that
  behavior will not be tolerated and yes, the call will be terminated.  Butler Medical is happy to provide the
  recording of this vulgar interaction if requested.  It is of note the family acknowledges this
  behavior and has apologized for it.   Regarding the transport the patient should have
  required a wheelchair van, unfortunately the hospital NOT Butler Medical
  requested the wrong modality for transport. 
  The Hospital has acknowledged their error and has agreed to cover all
  costs associated with the transport, after Butler Medical worked with them to
  recognize their error.  There was no
  error in coding, simply put the patient did not require an ambulance, and as
  such it was not covered under federal guidelines.

• Initial Complaint

  Date:01/17/2024

  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.

  11/23/2023: ambulance service from hospital to sub acute facility. ******** denied claim but it meets ******* standards. They are still processing but Butler demands immediate payment. They are an in-network ******* participant They need to wait for ******* final decision. They are threatening legal action against me.

  Business Response

  Date: 01/19/2024

  While we respectfully disagree with the consumers opinion of
  the tone of the letter, he is correct his claim was denied by his primary
  insurance carrier (********), billed to his secondary, to which they have not
  acted, but most all secondary automatically deny if the primary denies.  ******* did request a copy of the Patient
  Care Report which was provide to them on 12/18/23.  Butler Medical has followed the procedure for
  billing and collections set out by the facility that ordered the consumer’s
  transport.  However in the spirt of exceptional
  customer service, which is a hallmark of our organization, despite *******
  having 30 days by MD law to respond, we will afford the consumer an additional
  30 days through 2/18/23 to get his secondary payor to reimburse said transport,
  or ultimately the consumer will revert to the payor of responsibility. 

  Customer Answer

  Date: 01/19/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:09/12/2023

  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.

  was a patient at ********************************** for about 3 weeks for pneumonia, heart attack, congestive heart failure and kidney failure - was referred to rehab at Buckinghams for strength and nursing care , the hospital called butler medical (i had no idea they had done this but they said it was medically necessary for SAFE transport and a private vehicle would ot do). they took me out in wheelchair since i could barely stand and walk - butler made me stumble and walk to their stretcher. then when they billed my ******** for payment of ****** dollars they claimed i could walk and ******** denied the claim. i was going to rehab to walk again after being in bed for 3 weeks and i was not allowed out of bed the whole time. Butler is lucky i did not fall and kill myself- ******** told me that Butler are not doctors and had no authority to made a claim that i could walk and there did not need their transport. Butler needs to **** their claim to ******** so they can be paid. I am not paying this false claim - i could have arranged a cheaper ambulance service but was not given that chance. Butler is the worst

  Customer Answer

  Date: 09/13/2023

  received 2 calls from Butler Medical Transport.   The caller was very rude and was upset over my complaint.  He does not understand my complaint, Butler Medical transport wrote the claim ti ******** stating I could walk and therefore ******** will not pay.  I could not walk, did not walk, in fact I was lifted up from the wheof elchair by 2 attendants and placed on the stretcher.  I never stood and pivoted as he claimed and said that is how it is done but if that is true then ******** ill never pay any of their claims and I do believe they have collected from ******** many times.  But the worse was his rude comments especailly when he asked me "can you hear".  Yes I can hear fine but when I "hear" c*** coming from someone I do not listen but I can hear and I can disagree without being made laughed at and accused of being hard of hearing.  I wondered if he makes fun of all disabled people because being deaf is a disability.  I also informed him I was not going to take down my complaint under my consitutional rights in this country.  I have every right to complain and every right to my opinion.

  Customer Answer

  Date: 09/13/2023

  due to the rudeness of this person from Butler and how upset he has made my wife, how he has called twice just to argue, I think no further communications can be made via telephone with  him, all further should be email only.  He never wanted to discuss the claim but to bully me into dropping my claim and poking fun which he did not get the answers he wanted - how rude when someone asks "ARE YOU HARD OF HEARING".

  Business Response

  Date: 09/14/2023

  Our staff has spoken with the patients wife and the hospital regarding the transport of this patient.  The patients wife agrees that appropriate and good clinical care was provided by our team. The crux of her concern is the reimbursement of her husbands transport.She is very unwilling to listen, or understand. We have received the hospital notes, and it appears the patient was in a wheelchair upon our crews arrival.  The mere presentation of the patient in a wheelchair means that her husbands transport is non-compensable under federal guidelines by her insurance carrier.  Her concerns over whether her husband can or should stand and pivot play not into the denial.  The hospital care management staff has agreed this patient was not appropriate for ambulance, and wheelchair transport would have been more appropriate.  Unfortunately it is alleged by the wife that the patients doctor indicated he wanted the patient transported by ambulance, and it would be covered.  While we can neither confirm nor deny this,simply because a doctor wants or says so, does not change federal reimbursement guidelines, and the patient wifes desire to have us alter the claim in a fraudulent manner to make it a compensable claim will not be headed  it does not align with our core principles of compliance, customer service and safety. 
  
  ******* *************** NRP, CCEMT-P
  President & CEO

  Customer Answer

  Date: 09/19/2023

  after a long conversation with ******** I have learned that Butler coded the transport as a residential transport and not a skilled nursing facility transport.  ******** does not cover residental transports but doe cover skilled nursing facility transport for which I have documentation from ************************************************************************ orders.  Butler refuses to correct their mistake making me now take time and a lot of time filing paperwork with ******** for an appeal that will most likely be approved transport.  I am 80 years old and my time is limited on this earth and I do not want to spend it in paperwork that is in no way necessary because a business got their feelings hurt by my filing with BBB.  I can resolve this very nicely with legal action against Butler but would rather they make a correction to their mistake.  I have found a claim against a Butler Transport in the ****************************** for medical malpractice that was filed last month and will be following this case very closely for the outcome.  On a side note ******** could not believe the treatment I have received from Butler .

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20590070
  
  I am rejecting this response because:medicare pays for transport to a skilled nursing facility which is where I was transported, this is the response from ******** and they claim butler coded the claim wrong.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/21/2023

  I can only quote from the ******** book and ******* from ********* they pay for medically necessary and to a skilled nursing facility.  I believe butler will have ******** rules in their possession.    I have documentation from his doctor that I am sending to ******** like they requested with the appeal form  - they can not give this documentation to Butler. But like ******** told me this will take 2 months before they finish the claim and I am confident that they will pay Butler as they have told me.  So the documentation will belong to ******** per HIPPA regulations.  Thank you, Mrs. ******

  Customer Answer

  Date: 09/21/2023

  I do not have a response from ******** as they need my appeal.  They do not give responses.  Butler has their response on the denial.  ******** has paid the skilled nursing facility their claim where they took me on 8/12/23 to room H005 on a stretcher.  ************* receives my appeal with the documentation from the doctor and documentation from the skilled nursing facility they can share that with Butler so their files can be corrected  This is all so unnessary and causing a lot of pain and suffering to me which will be addressed a later date.  Mr. ******

  Business Response

  Date: 09/21/2023

  The customer is welcome to appeal his claim with ******** and if they uphold his claim they will pay us and we will reimburse them, however until such time the payment is now past due with BMT.  The unfortunate reality is as stated earlier, the claim will not get paid the patient was sitting in a wheelchair upon crews arrival which by ******** definition is non-compensable.  We wish him the best in the appeal. 

  Customer Answer

  Date: 09/21/2023

  Please have the business show documentation from ******** about the wheelchair.  It is not my fault they were too lazy to bring in their cot to my bedside.  Please show me where in the ******** rules about the wheelchair as I will not pay this invoice as I am not responsible.  So please give me a copy of that regulation from ******** about the wheelchair.  thanks  I also would like a detailed copy of the invoice, inluding employees names, dates, times, about the transport.  I want to see what they billed ******** for and how they put this claim in.  Also hey claimed to speak to the hopsital, I also need whom did he speak to about my medical coniditon per HIPPA.    Patient has not control how the ambulance or the hopsital is transferred from hospital bed to ambulance.  I can see this ending up in court for a judge to determine if ******** is liable for this service per ******** rules and regulations.

  Customer Answer

  Date: 09/21/2023

  I will be mailing you a copy of ******** regulations for medically necessary transport and skilled nursing facility.  I could not find any where in those regulations any wording about wheelchairs.  Please provide me a copy as you must have a copy of that regulation.  I just received this invoice last week the day I filed this complaint so I do not know how I am over due on payment.  Also a detailed invoice of the transport, employees, times, mileage, destination, pickup location and mode of transfer from your ambulance to bed at the skilled nursing facility at ***********  Just a side note, ********** invoice said "residental facility' that Butler sent them and residental transfers are usually not paid but can be according to the papers I have sent you.  

  Business Response

  Date: 09/22/2023

  The regulations although generic, cover what is an allowable usage of ambulances, making them compensable, and one of the disqualifying factors is the ability to sit in a chair, while the regulation does not say wheelchair it says chair, *** has no desire to engage in a back and forth about federal regulations, as you know ******** has denied your claim, and as you also know you are entitled to file an appeal, and we wish you the best with it, until such time as ******** acts on that appeal, your payment is due as stated on the invoice with net 30 terms.  Thank you and good luck. 

  Customer Answer

  Date: 09/22/2023

  ******** regulations are not generic.  Please have butler send me a copy of their documentation of this generic.  Also, per legal counsel I am reqesting again a detailed copy and all documentation that is supporlting of this bill.  Until we get this detailed bill, no payment can not be made and this can go ahead to civil court.  We are being subjected to unnessary mental anqusih and pain without due process.  Since ******** denied this claim at least give them a chance to review this claim and a chence for us to see all of Butlers documentation.  

  Customer Answer

  Date: 09/27/2023

  this case is still open as Butler will not change the claim to Medically Necessary and not Medically Necessary as they put in to ********.  They are not medical doctors so therefore may not under Maryland law can not diagnose any medical conditions  I read that Butler submitted to you that they were not responding to us anymore and that is fine with us as this has been appealed to ******** and turned over to our legal counsel for charges under Health Occupations Code ***, 14-101.  I hace also requested a detailed invoice of the charges and a copy of the documentation sent to ******** and Butler has refused all.  So this will have to go to Circuit Court for a Medical Mal Practice lawsuit.

• Initial Complaint

  Date:01/05/2023

  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.

  I was taken to the ******* hospital in **********, ******** for a nosebleed on 10/16/22. After receiving treatment at the hospital I was offered a ride back to my apartment at ********************* at 4 am the next morning via Butler Transport (run number 55235-22). I received no care by Butler and was able to walk and sit on my own in the ambulance. Butler billed ********* and ******** denied the claim since it was not medically necessary. It was never explained to me that this could be the case and that I could be charged $474.20 for an 11-mile, 16 min ride home. It was my understanding that I was simply getting a ride home. I've been told that I signed paperwork indicating that I understood that I was financially responsible, however, I didn't realize that I'd be financially responsible for this amount. I was told that I was getting a ride home. Had I realized that I'd be charged this amount, I would have called a taxi. I've reached out several times to Butler, but was told they could not reduce the amount. I feel like this is a very bad business practice that takes advantage of elderly patients who do not understand the potential consequences of their decisions. I also find the company's aggressive nature on the phone when I and my daughter called to resolve this unnecessary, Additionally, it took the company over a month of repeated phone calls to call us back.

  Business Response

  Date: 01/10/2023

  This situation is unfortunate, and BMT sympathizes with the client and their family, and is happy to report that BMT's leadership team was able to convince the hospital to cover the cost in full for the patient, as the hospital ordered the transport for the patient, and as indicated the patient signed acceptance for all associated costs of the transport. The unfortunate part is the service requested for the patient by the hospital was not medically necessary placing the patient in an unnecessary financial conundrum. The daughter was notified that all charges has been covered by the Hospital.