Complaints

This profile includes complaints for Physicians Ambulance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Physicians Ambulance has 7 locations, listed below.

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  Physicians Ambulance

  9200 Noble Park Drive Brecksville, OH 44141

  
• 

  Physicians Ambulance

  7529 Tyler Blvd Mentor, OH 44060-5403

  
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  Physicians Ambulance Services, Inc.

  6420 N Honeytown Rd Smithville, OH 44677

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  Physicians Ambulance

  3229 Youngstown Road SE Warren, OH 44484

  
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  Physicians Ambulance

  158 S. Abbe Road Elyria, OH 44035

  

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:04/02/2025

  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 son was transported back in May 2024. The hospital gave all pertinent information (insurance, parent names, addresses, etc...) to the ones transporting my son. I received a call towards the end of the summer about my bill. I called the number left in the message and explained that I never received a bill and that neither insurance companies were ever billed. I made sure she had all personal information correct and hoped that they would have billed the insurance companies and then sent me a final bill. I have not heard anything until a letter from a collection agency shows up! However, the collection letter did not come to my house. It went to the house where my ex-husband resides and came under my maiden name! Now, I have a letter from a debt collector demanding payment in full now! This is unacceptable! I am giving this company (the original creditor) the ability to make this right before contacting my attorney. I will also be contacting this debt collector and explaining to them what happened and will file a claim against them as well if they do not back off! I am in no way trying to get out of paying this bill. However, this needs to be submitted to both insurance companies and an actual bill sent to me. Hard to take care of something when you know nothing about it!

  

  Business Response

  Date: 04/07/2025

  Good morning,

  
  Thank you for bringing this matter to our attention. Upon receipt of the complaint, I forwarded it to Michelle K., our Director of Revenue Cycle, to review the details and provide a breakdown of what occurred.
  Unfortunately, we are often reliant on the information provided to us at the time of service, especially when it comes to billing patient transports. In this particular case, the patient’s name, address, and insurance information were obtained from the hospital’s Facesheet. Based on that information, we submitted the claim to Anthem, which returned a $0.00 payment due to the patient’s deductible.

  
  On December 16, 2024, the patient’s mother contacted our office. During that conversation, it became clear that the claim had been submitted under the father’s ****** policy number, as indicated on the Facesheet. However, the patient’s mother is actually the Guarantor, and the correct insurance coverage should have been billed under her policy instead. This discrepancy likely contributed to the confusion and delay.
  Had we received the accurate insurance information and correct billing address from the outset, this situation could have been avoided. We have since pulled the claim from collections and are working to resolve it. Michelle has reached out directly to the patient’s mother to obtain the correct policy details so we can reprocess the claim appropriately.

  
  We sincerely apologize for any frustration or inconvenience this has caused. It appears the issue stemmed from the initial information provided by the hospital, which led to the billing being directed to the father’s residence and insurance plan.

  
  Please know that we are committed to resolving this promptly and professionally.

  
  Kind regards,
  Jason H***
  President, Physicians Ambulance

  Customer Answer

  Date: 04/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 

  The company was quick to reach out to me and helped in figuring out the disconnect in the issue. Michelle was wonderful in how she handled everything! 
  
  
  
  Regards,
  
  
  ******* ******
  
  
  
  

  
  

• Initial Complaint

  Date:07/28/2024

  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.

  Today, I received an alert that there was debt turned over to a collection agency by Physician's Ambulance. I never received any bill from Physician's Ambulance. They did, however, transport me from The Heights nursing home in Brecksville OH to University Hospitals in Cleveland OH on July 19th, 2023. I would have paid any bill that was sent to me, however, no bill has ever been received by me from that company in the last year. I have great credit and now this derogatory remark is on there due to a company never sending a bill or trying to contact me. I am requesting copies of all bills sent including dates they were sent. I will happily pay any amount due, however, my credit report needs corrected and this deragatory remark removed.

  

  Business Response

  Date: 07/31/2024

  This patient was transported in July of 2023. The nursing home did not give us any insurance information, nor did they have a billing address on file, so the invoices were sent to the nursing home vs the patient. Bills were mailed out via ground mail on 8/3/2023, 9/18/2023, 10/19/2023 and 11/4/2023. On 1/11/2024, the bill was sent to collections. It does look like soon after, it was paid in full, so the individual was never reported to any credit bureaus. This has been confirmed with our collections team at ***** ******* ** *********

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Me and my wife were present during transport. You should have asked us for the address and insurance information. It is not our fault that you didn't do your due diligence. Additionally, this collection WAS reported to the credit bureaus which is how I found out it existed. We have since paid it and requested the removal; however, you should have done your due diligence in asking the patient or his family for contact information.  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:07/09/2024

  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.

  They were supposed to be at UH to move my family to Hospice House at 8:00 pm. Nurses and Hospice call at 9:00. Dispatch calls driver, no answer. Finally a connection and they are right downstairs. Another hour goes by...more calls...Finally talk to dispatch...snotty...tells me 5 or 10....5 or 10 what? Hours? 20 minutes later they show up. Robbie is friendly, Miley won't even look at us. We lost 3 hours not being able to tell friends where to go to see our dying loved one. Get to Hospice House at midnight. No calls with ETA's with this company...nothing...UH needs to sever this contract... No excuses...seeing this same review over and over with this company...I am livid at the time lost...

  

  Business Response

  Date: 07/31/2024

  In response to complaint ID ********, we contacted the family directly after she emailed ***************************** There is considerable misinformation in submission, including what time the transport was scheduled for, who was notified of delays and the reason for delays (critical diversions), and their interactions with the crew members of the arriving ambulance, as caught on our dashcams. There seemed to be pleasant interaction, and this complaint is largely exaggerated by someone going through excruciating times, which I fully understand.

  
  

  She also makes note of derogatory Google reviews, of which we have 36 (total) and we transport over 70,000 patients annually... this is not a good representation of our impact in the communities we serve and have served since 1958.

  
  

  I do understand folks do not understand market forces, staffing challenges, reasonable diversions, late hospital or hospice scheduled transports that lead to unsatisfactory discharge times, but had I seen your BBB email for this complaint ID, I surely would have responded sooner. My apologies for this.

  
  

  Thank you,

  
  

  Jason

  
  

  
  

  --
  

  Jason Hess
  

  President

  Physicians Ambulance Service, Inc.

  
  

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

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

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:03/05/2024

  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.

  The physicians ambulances service refused to provide the service information/ document to my insurance (UMR), instead they turned my bill to collection agency.

  

  Business Response

  Date: 03/18/2024

  This response was submitted by Michelle ******, Director of Revenue Cycle at Physicians Ambulance Service, Inc. on 3/18/2024:

  "UMR
  Processed the claim in March of 2023 with Adjustment code of ***** - Information
  requested from the patient/insured/responsible party was not provided or was
  insufficient or incomplete.  PR Adjustment codes mean we are allowed to
  send the bill to the patient. They were sent three invoices along with a final
  notice and never contacted our office to inquire about the denial from their
  insurance company or steps to resolve. 
  
  We were requested and
  sent paperwork to UMR on 8/8/2023.  
  
  We never once
  received a phone call from the patient requesting information, paperwork,
  or information on the denial and how to resolve this. It was then sent to
  collections on 1/11/2024.  
  
  On 1/25/24 We received
  a note from Sheena P at UMR stating that after searching Documents, they found
  what we provided and the paperwork was received and 9/5/23; they had a note in
  their system from a specialist and that they still haven't provided an update
  since then. The note stated they would be creating an
  escalation ticket to have the claim completely reviewed and
  reprocessed and provided an escalation ticket number to us.  
  
  We still have not
  heard from UMR or the patient and on 3/6 have a note that we again sent
  paperwork to UMR and collections was notified to place the account on
  hold."

  Confirmed by: Jason ****, President, Physicians Ambulance Service, Inc.

  Customer Answer

  Date: 03/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Please provide/ send all informations and papers to UMR.  Thanks.
  
  
  
  Regards,
  
  
  
  Lanshin Wilson