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:09/11/2023

  Type:Product 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 called STAT Medical Transport to inquire about the availability of their services for transporting my husband, ***********************, to a doctor's appointment on 8/16/23. I was told they would be available on that date. I then asked what the price would be. The dispatcher did not know the price and told me I would get a call in the evening with the price. Two days passed without receiving a call or an email from the company. At that point I contacted another company and booked transportation with them (****** Transportation Services). *** was very professional and emailed an invoice to me to confirm the booking, called the night before the appointment to confirm again, and called when they were on their way to our house. A medical transport van pulled up to our house that morning to pick up my husband. We didn't notice that it was a van from STAT. Before getting my husband into the van, the Reward van arrived. We told the driver from STAT that we never confirmed a booking with them since no one ever called us with a price. The STAT van left without my husband ever getting into the van, but STAT charged us $276. I have called STAT several times, left messages, spoke to someone in billing, and spoke to a supervisor, **** *****, who assured me that I would get a refund. It has been almost one month later and I have not received a refund or a call back with an update. By the way, Reward's fee was $177 so I definitely would have booked the ride with Reward rather that STAT if STAT had ever called me back with their fee amount.

  Business Response

  Date: 09/26/2023

  Thank you for forwarding this complaint. STAT Medical Transport has investigated this matter and determined that ************** did pay for transportation and was not transported by STAT Medical Transport. ************** is therefore due a refund. A refund of $276 has been processed today to the same credit card in which ****************** transportation was initially charged on 8/15/2023. As for the issues with contacting our office for information and refund processing: Please understand - we are operating with limited staff (as most businesses operating in today's economy). Many of our office staff members have been moved out of the office and are out providing transports to cover patient transportation needs. Office & internal processing operations are taking much longer than normal with limited in-house personnel. In regard to STAT vs. ****** Transportation: STAT Medical Transport is a "Medical Transportation" company with specialized vehicles to transport bed-ridden, non-ambulatory and wheelchair bound patients needing medical attention during transportation. Reward Transportation is a general transportation company similar to a taxi or public transportation service. If the patient (on non-patient in this case) can be transported safely by non-medical means, you should certainly use the lower priced non-medical transportation services for your needs. Medical Transportation certainly costs more than general transportation due to the excessive cost of healthcare regulations, insurance requirements, training, and ********** of ****** licensing expenses. We do apologize for the inter-office response delays and are doing the best we can with limited staff and limited income from **************************************** companies, facilities, and other payers. Please contact your Senator or State Representative and let them know Ambulance and Medical Transportation Companies are in a crisis and the current state of healthcare needs immediate attention. A copy of your refund receipt is attached. If this response requires additional information, please reach out at any time. We wish you the best! 

  Customer Answer

  Date: 09/26/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************