Complaints
This profile includes complaints for Gold Cross Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/02/2024
Type: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 February 24, 2024, I required an emergency ambulance ride and had to use Gold Cross Ambulance, which I understand is a state-run service with fixed costs. I was not given any option in terms of which provider I was allowed to use. I have full healthcare coverage with Cigna. For a one hour ambulance ride during which I required no emergency assistance, simply transportation to another facility, I was billed several thousand dollars.
When my insurance company attempted to negotiate the claim on my behalf, the ambulance provider repeatedly made the claim that this was a state-provided service that treated all insurance coverage as out of network. I have also struggled with the incredibly slow bureaucracy at Cigna, and I do not understand the role they may or may not have played in failing to resolve this issue.
This situation feels unjust and insupportable ethically. I see no immediate evidence that this business is state-operated, and I do not understand the pricing. I feel humiliated and hood-winked. I would greatly appreciate any assistance.
Business Response
Date: 07/05/2024
To Whom It May Concern
Thank you for your inquiry regarding your ambulance
transport dated 02/24/2024 from University Medical Center to Aspen Grove Hospital.
As a matter of clearing up some statements made in *******’s original complaint,
Gold Cross Ambulance is not a State-run service. Gold Cross Services Inc. is a
privately owned ambulance service licensed to provide emergent and non-emergent
ambulance transport in the State of Utah. The rates that we charge to provide emergent
and non-emergent ambulance transport are set and controlled by the State of
Utah and would be the same rates used by any other ambulance service licensed
to provide ambulance services in the State of Utah. Finally, Gold Cross Ambulance
currently holds an Interfacility license issued by the State which allows us to
transport patients from one medical facility to another.
As a rate regulated industry, it is expected that commercial
insurance companies like Cigna will at minimum “allow” 100% of our billed
charges considering that the State of Utah already negotiates our rates. Reducing
our rates to negotiate with Cigna would be double regulating ourselves.
We have attempted many times to negotiate an in-network agreement
with Cigna, but they are unwilling to reach an agreement because they want us
to reduce our rates below the State guidelines. We have not asked Cigna to pay
our rates in full but to “allow” 100% of our charges and then pay the coverage
benefit in effect for that patient for ambulance service.
Because we are not a contracted provider with Cigna and ground
ambulance services are currently excluded from the federal “No Surprises Act”
we are well within our rights to bill the patient for any amount not covered by
the insurance.
While it is true that *******’s ambulance bill is several
thousand dollars, $3,345.48, it is not a typical ambulance transport. Most
ambulance transports within Salt Lake County are less than 8 miles and are around
$2,200. *******’s transport however was
for forty-four (44) miles which dramatically increased the total bill because a
portion of the bill is based on total miles transported at $42.24 per mile.
Gold Cross appreciates the fact that ******* appealed with
Cigna at our request after the original payment of $1,032.96, resulting in an additional
payment from Cigna of $105.56. However, we have not heard from ******* since. We
are willing to work with ******* either through setting up a monthly payment
plan or even working with ******* in the event of financial hardship.
Sincerely
Tyler P*******
Director of Billing
Gold Cross Services, Inc.Initial Complaint
Date:08/17/2022
Type: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 have been sent several bills by this business for ambulance services with date of service 7/24/22 but neither myself nor anyone in my household has been in a hospital or transported by an ambulance. I did reach out to the billing office upon receipt of the first bill and told them that they had the wrong person and was told that they would stop billing me but I received another bill today.Business Response
Date: 08/19/2022
To Whom It May ************************** you for reaching out with your concern and we apologize for any confusion we may have caused. In order to handle this complaint more fully could you please provide for us the name of the ********************* found on the piece of mail that you are receiving, we provide billing services for many ambulance/fire agenices througout the State, getting the name of the agency sending the bill will help us greatly. Please also provide for us the name of the person the piece of mail is addressed to, this will assist us in locating the account that has your address attached to it.
Once those items are received we can help further resolve your concern
************************;
Director of Billing
Gold Cross Services, Inc.
************ Office
Customer Answer
Date: 08/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. They have request additional information. I do not see where it allows me to communicate back to them directly. Do I give you that information and you pass it on?
Sincerely,
***************************Customer Answer
Date: 09/09/2022
Sorry, I must be missing something because I do not see what is needing to be clarified. Can you please explain what you need from me to proceed?Business Response
Date: 09/12/2022
I need the name of the person the ambulance bill is addressed to. It would also be helpful if you could tell me the name of the ambulance agency the ambulance bill is comong from. We provide ambulance billing for 30 different fire and ambulance services so the name of the ambulance or fire agency where the bill is comng from would be helpful.
If you have any questions you can call me at ************
************************;
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