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:11/13/2024

  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.

  Date of transaction 4/20/24. Plum EMS made an emergency call to my home. I received a bill for $382.50. I called them because I belong to the *********** and was told to send in 1/2 of the bill because of their discount to members. I sent in $191.25 for payment in full. I wasn't aware that this visit was covered partly by my insurance. Shortly thereafter, I received an explanation of benefits from my insurance **** for Life stating that they paid $154.35 and that my responsibility was $67.50. Since I already paid more than this already, I am due a refund. I had made 4 or 5 calls the past few months. I spoke to ********* on 8/14/24/. I was told they were working on it and it would take several weeks. There were several times after that I had left messages and my calls were never returned. I finally called **** and their *** was kind enough to get through to them and I was on a 3 way conversation, I spoke to ***** (EMS billing). I got another number to call and spoke to *** on 10/30/24. He said I was due a refund of $157.50. I spoke to him again and said he was going to download the refund and it would be a few days. I still haven't received the check.

  Business Response

  Date: 11/14/2024

  Thank you for forwarding this concern. At ********, we prioritize providing clear and responsive service to all members of our community. We regret any inconvenience caused and are committed to resolving this matter completely.
  Case Review and Verification of Refund Amount
  On April 20, 2024, ******** responded to an emergency at the complainants residence. Following the emergency service, the initial bill of $382.50 was issued. After applying a 50% discount based on the complainants EMS membership, we received a payment of $191.25. Later, the complainants insurance, **** for Life, processed the claim, contributing $154.35 and recalculating the complainants final responsibility to $67.50. Ambulance billing can take quite a long time to complete and frequently payments are made to the account several weeks or months after the original date of service. This resulted in an overpayment totaling $157.50.
  Throughout this process, I personally verified the refund amount to ensure accuracy, as the complainants initial requested refund did not match the actual balance due her. During our communications, additional discrepancies in the account were reviewed and corrected, and we verified that the account would be marked as closed once the refund was issued.
  Refund Issuance and Delivery Timeline
  Our team initially attempted to refund the $157.50 directly to the complainants credit card. However, due to restrictions on the complainants card, we were unable to process the refund this way. Instead, a refund check was issued on November 8, 2024. Given the Veterans Day holiday, we anticipate that the check will arrive slightly later than expected, with an estimated delivery to the complainant around November 15, 2024, as advised by our financial services.
  Enhancements to **************** and Communication
  We understand the importance of timely responses and have taken steps to improve our internal procedures to ensure accurate and prompt communication with our customers regarding billing and refunds. Our team is working to streamline follow-up and verification processes to provide a smoother experience in future interactions.
  Thank you for the opportunity to address this concern. We value the complainants patience and understanding, and we are dedicated to maintaining the high standards of service our community expects from Plum EMS.

  Kind regards,

  *** *****

  
  

  Customer Answer

  Date: 11/14/2024

  
  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. 
  
  Regards,
  
  ***** *******

  Note: My  insurance company processed the claim 5/7/24 in a timely manner.  The communication with the *** would be a lot better if they actually followed up with the subscriber and returned phone calls. I shouldn't have to make 5 or 6 calls and wait to be reimbursed 6 months later.

• Initial Complaint

  Date:02/13/2023

  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.

  May 13, 2022, I called 911 for ambulance service after a fall at my home at *** ******* *** **** ***** *** *****. The neighboring community of Monroeville responded to my call. They came because Plum was busy. I was shocked when I received a bill from Monroeville for $1680.00. My insurance company paid $642.40 leaving a balance of $1037.60. I have been billed from Monroeville for the balance. I have a membership with Plum EMS for such services. My membership was paid via a Dollar Bank, check 4392, posted to my account on 02/23/22 in the amount of $40.00 for a residential membership. The Plum website does not mention that a neighboring community may respond to a Plum residence. This bill from Monroeville was astronomical. When trying to resolve this issue with Monroeville, I learned Monroeville accepts from their residents whatever the insurance company pays. Additionally, Plum Boro does not mention on their EMS website which solicits membership, that a neighboring community could respond to an emergency and the EMS membership will not cover these services. I contacted my insurance carrier Cigna and they tried to negotiate a lower rate with Monroeville but to no avail. I then contacted Plum EMS Director of Operations, Brian M******, explaining I have a subscription with Plum EMS. He could not help me and said I had to pay what Monroeville charged. Lastly, the charge from Monroeville is excessive. The neighboring community of Penn Hills charges $1000.00 for such services. I know this because we have used these services for my elderly parents. Once their insurance is applied the bill is $250.00. According to some internet research, the average cost of ambulance service in the Pittsburgh area is $1200.00. I feel I am being overcharged from Monroeville but more importantly I paid for a subscription with my community to avoid this. I would have had no idea a neighboring community would have responded and charged as they did.

  Business Response

  Date: 02/27/2023

  This complaint is against another ambulance service; unfortunately, we cannot comment on their billing rates or procedures. To protect the public, Pennsylvania Code dictates that mutual aid agreements must be in place to provide public safety services, even if the home agency is busy responding to other requests for help. This part of the EMS Regulation protects patients and allows County 911 services to find the next closest available ambulance by any means necessary. These types of mutual aid agreements exist across all levels of public safety, including fire, police, and EMS.
  Plum EMS ambulance subscription provides discounts for patients transported by other ambulance companies and us. We have agreements with several other surrounding EMS companies to reciprocate discounts in most cases. Unfortunately, Monroeville EMS does not provide reciprocity for our subscription and will not give discounts to patients transported by them.
  Regarding ambulance billing rates: some of the individual services mentioned are tax-based, and most of their income is derived from those taxes. Private nonprofit ambulance services like Plum EMS derives most of their income from ambulance billing revenue and subscription or fundraising services. Our rates need to be higher than other tax-based services like Penn Hills.
  In conclusion, “dispatch of a PLUM EMS ambulance will result in the patient receiving a charge for all appropriate services.” The subscription agreement exists between Plum EMS and the individual resident of Plum Borough, not with other agencies. We abide by Pennsylvania Code and provide emergency services within the Pennsylvania State EMS Regulations; thus, mutual aid agreements continue providing public safety services whenever 911 is initiated.