Complaints

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

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Metro West Ambulance Services Inc. has 3 locations, listed below.

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• 

  Metro West Ambulance Services Inc.

  5475 NE Dawson Creek Dr. Hillsboro, OR 97124

• 

  Metro West Ambulance Services Inc.

  555 Bridge St E Vernonia, OR 97064-1406

• 

  Metro West Ambulance Services Inc.

  609 NW Coast St Newport, OR 97365-3409

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:02/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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'm not sure of the exact date , March 2023?, I called Metrowesr because I had a card from old employer. I stated my current employer and was told that Metro West did contract with and service my employer Darigold and I would not have to pay for them to transport me to the hospital. Turns out they do not contract with Darigold and they are garnishing me for a service I was told was provided by my employer at no charge. I never would have accepted the ride had I known that they were going to bill me.

• Initial Complaint

  Date:09/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 June 24th, 2022, we paid Metro West Ambulance $325.00 for an ambulance ride my wife took earlier that year, under the understanding that was the amount we owed after insurance. In June of 2023, we found out that our insurance company issued Metro West an additional $115 payment towards this claim due to some claims they had re-worked. I called Metro West on June 26th and spoke with *****. He confirmed they did receive the additional payment and we were due a refund of $115. He said he would request this refund and mentioned it does take them a while to process refunds. I made a follow up call on July 21st and talked with ******* who said our refund was requested on June 26th but it is still waiting for the manager to approve. I called again on August 7th to do another follow up and left a message with AP. I didnt get a call back, so I called again on August 10th and talked with *******, and she told me the refund was still waiting for the manager to approve. On August 28th I called again and left another message with AP. I did receive a call back from ***** who said she was working on this for the manager, *****, so they could get this refund expedited. I asked what the timeline for this to be processed was and she said she didnt know but she would get the info to her boss that day. I called ***** again on September 11th to do another follow up and was told the manager has approved the refund and has sent the request to the owner. Again, she couldnt give me a timeline for this refund to be issued. Feeling like we had been plenty patient with this situation I then called the manager, *****, and left her a message that I needed to speak with her about this refund or I would need to take additional action to try and get this resolved. I gave ***** the rest of the week to reach out and I never heard back from her. Feeling like 12 weeks is more than sufficient time for a company to issue a refund, we decided to file a complaint with the BBB.

• Initial Complaint

  Date:05/26/2023

  Type:Sales and Advertising 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 received services from Metro West Ambulance during the summer of 2022. I was informed by Metro West that my bill was only partially covered by ******** because of an eligibility issue. After contacting ****** ********** of ***** Services, Trillium (my ****** Health Plan CCO) and ********************** West, I resolved to pay the remaining balance myself. I made three monthly installations to my payment plan, each of $35.05. The first payment was October 8th, 2022, second payment was November 8th, 2022 and the third payment was December 8th, 2022. I paid a total of $105.15 towards my bill. In January, 2023, I reached out to Metro West to check my progress on my bill only to discover that Trillium had already paid the bill in full. At that time I requested a refund of the amount I had given them. The agent agreed and informed me the request would go through their superior. I checked back on my refund a month later. Once again, I was told it would take some time and the request had to go through their superior. I called a third time today, May 26th, 2023, a full five and a half months after Metro West initiated the refund process. The agent told me to give it an additional 30 days as the request had yet to be processed by their superior.

  Business Response

  Date: 05/31/2023

  On our end, we see that in September when patient made her first payment, we did advise that she did not have to pay because of her ******** status; patient insisted. When ******** paid this claim in December it shows the refund was processed; however, we did not ever receive it. We do not have record of speaking to this patient from September until today. We are looking into this further to get the refund issued.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20109886
  
  I am rejecting this response because:
  

  My phone record indicates that I contacted you on May 26th at 11:28am to your phone number at **************. This is in addition to my phone call in January ending my payment plan. I find it surprising and concerning that Metro West's records do not include these calls.

  I maintain my request for a refund.

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

  Business Response

  Date: 06/05/2023

  An urgent check request was submitted to get the refund issued ASAP. 

  Customer Answer

  Date: 06/08/2023

   
  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:01/28/2023

  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.

  I suffered a fall while on my way to my gym which I reached successfully. They suggested calling the fire department to check for concussion. They concluded there was none but suggested I go to ER due to mouth injury from the fall. The fire department got another call and suggested an ambulance to take me to nearby hospital. I agreed (I am 74 years old with a head injury. Who was I to argue?) *********** drove me 1/2 mile to hospital. The bill is $944.03. Really?

  Business Response

  Date: 01/30/2023

  We charge $936.01 for an ALS ambulance, and $16.04 per mile. These fees are posted to the Washington County website and are public record. ******************* was billed and applied the balance to patient's yearly deductible. Patient was spoken to after insurance was billed and patient set up a monthly payment plan. We do not have record of any questions or complaints brought up to MWA staff. 

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18944966
  
  I am rejecting this response because: the charge of nearly $1000 is excessive and not based on the very limited service provided. Common sense tells you this. If the company's fees are quoted on their website, I was unable to find them, but this assertion by the company is beside the point. Compare the service they rendered, basically taking me 1/2 mile to nearest hospital versus the charge, nearly $1000. It is laughable except that these kind of charges are no doubt out of most people's ability to pay. I imagine they employ enforcers for their outrageous bills. I will take this farther if there is no better response and dig into company's history and any outstanding claims or complaints I may find on the internet. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising 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 8/20/22 my wife had some medical issues. I took her to our local urgent care. Due to her symptoms the uregnt care basically forced and guilted ** into taking an ambulance to the ** which was only 3 miles away because they said it was a matter of life and death and timing. I could have had her 3 miles down the road in 5 minutes. We waited 20 minutes just for the ambulance to arrive and another ******************************** The issue is that our insurance billed us and gave a discount of $162.71 for negotiated pricing. We got the bill from Metro West and the price owed is $162.71 higher because they say they are out of network and dont accept the contract rate with Cigna. that should be between them. Why should we have to pay the extra $162.71 for their contract issues on a service we didnt request or have a choice even oof provider.

  Business Response

  Date: 01/23/2023

  Patient could have refused transport at any time. We are not contracted with Cigna. If patient is not pleased with the way his insurance paid his claim, that is an issue patient must take up with them. This information was all given to patient on 11/22/2022 over the phone, twice. Once to patient individually, and then again later the same day on a three-way phone call with patient, Cigna, and our Office Supervisor in ******* City. The supervisor notes state specifically that the patient "threatened" that MWA and ***** deal with this, or he will file complaints with the **** There is no further action MWA can take in the matter. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18805523
  
  I am rejecting this response because:

  You can state that we had a "choice" - but its not much of a choice when your employees are guilting you into their forced service because "if we dont take the ambulance my wife could die". Then have you take another ***** **************** to get her in the ambulance. Your check went in the mail today. But the *** wasnt a threat. It was an action already taken. 

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