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:03/06/2024

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21394309, and have determined that this does not resolve my complaint. 
  

  
  I run medical billing companies for a living and obviously have a better understanding of medical billing practices than whatever out-of-country contracted managers have been put in charge of this one.  The difference between an approved in network amount and the charges billed is the literal definition of balance billing.  Delaware law clearly states that when it comes to emergency transport services "the most the provider or facility may bill you is your plan's in- network cost-sharing amount".  The "patient responsibility" cited on the insurance EOB is related to OUT OF NETWORK coverage.  There is no in-network cost sharing amount referenced.  Since ONLY IN-NETWORK RATES can be billed, the MAXIMUM that I am responsible for is the ~$200 cited by the insurance company.  At this point, this company's fraudulent billing practices necessitate the entire balance be adjusted off.
  
  
  
  Regards,
  
  
  
  Megan Hammond

  Business Response

  Date: 03/18/2024

  Attached is the Explanation of Benefits from **** ***** **** ****** showing that Ms. ******* is responsible for the outstanding balance of $807.12. This is what she has been billed and correctly is owed.  Please let me know if you have further questions.

   

  Rob R********

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

  Business Response

  Date: 03/22/2024

  Again please see the attached Explanation of Benefits that clearly states the patient responsibility for the claim.  Ms. Hammond simply does not understand what balance billing means.  This is NOT balance billing.  Her insurance company CLEARLY STATES that this portion is her responsibility.

• Initial Complaint

  Date:02/08/2023

  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.

  I cannot let the day go by without giving you some good news on our end.  

  
  

  When I visited with my grandmother at lunch today, she told me, and I saw with my own eyes, a refund check from the ambulance service.  After you and I last wrote I mentioned that I wanted a check by March 31, 2023, or I'd be contacting the ambulance service or the Attorney General's office.  Thankfully I do not need to contact either office.

  
  

  Much of that I'm sure has to do with me contacting the BBB, and you pursuing the situation with EmTech who in turn, pursued it with the ambulance service.  It's just a shame that a refund wasn't given once it was first discovered back between August and October 2022.   I appreciate your time, your service, and the determination of you and EmTech to help resolve this issue.

  
  

  One lesson that I have learned is that I (nor my grandmother) will pay another medical bill until we know insurance has paid their share first.  In her 104 years has she ever had to deal with something like this.  In fact, she hasn't even been in a hospital for anything in over 40 years.  She is very fortunate and obviously very healthy, until this incident in 11/2021. 

  
  

  I can't thank you enough.  Again, thank you for your time, your service, and your involvement to help resolve the situation.

  vice received double payment. In December 2022 (2 months later) we still received no refund check. In the middle of January, I emailed them for a status and told them I wanted the refund check by 2/1/2023 or else the BBB was being contacted. Two months later again, we still have no refund check even though the company admitted they owe us a refund. Is there any way you can help get this refund check issued? Even though it's only 4 months ago they admitted that a refund is due, it's been 11 months that this is in limbo. My last contact with them was with a Vice President. I would surely expect better service from a VP. Eleven months is a long time to wait for a refund.
  Maybe the complaint goes against the Ambulance Service, I'm not sure. But EmTech has been the one I've been emailing. Thank you for whatever information you can provide. And please let me know if you need anything additional from me. Thank you for your time!

  Business Response

  Date: 03/13/2023

  I was able to speak to our customer on Friday afternoon, who will process the refund.  Contact information is as follows:

  
  

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

  Karen D***** - Office Manager

  
  

  This refund request was forwarded to our customer on December 7, 2022.  It was, coincidentally resent, on 03/09 prior to this complaint.  As we discussed on the phone, we can make the request of the customer, but have no funding or authorization for my company to make a direct refund.  Please let me know if you have any questions. 

  
  

  Best Regards,