Complaints

This profile includes complaints for Falck USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Falck USA

  6405 218th St SW Ste 201 Mountlake Ter, WA 98043-2180

• 

  Falck USA

  1517 W Braden Ct Orange, CA 92868-1125

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:07/06/2023

  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 passed out while in a doctor's ****** undergoing evaluation for my heart. The ****** called Falck to get an ambulance that was literally stationed at the emergency room right next door to take me right next door to the doctor's ******. Falck sent 2 ambulances and 4 crew members and I felt better by the time they got there and insisted I be taken to the hospital in the ambulance when I could have walked to the building next door. I feel the charges given to me by the ambulance are exorbitant and do not reflect the honest service I received and when I ask for a proper bill all they can send me is ***** for milage and over $2800 for the ambulance ride for little more than 30 minutes time. I can't dispute it on their website, I can't talk to anyone, I ask for a breakdown of services I get nothing. I feel Falck is taking advantage of me during the situation and I ask if not possible to forgive the bill that they at least reduce the billing to something affordable. I cannot pay the full balance. Please help, they don't seem willing to assist me.

  Business Response

  Date: 07/17/2023

  We have reached out to the patient and we have agreed with the customer to two payments at a reduced fee and they agreed.  once we received agreed amount in August and last payment in September the case will be closed.

• Initial Complaint

  Date:06/28/2023

  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 hereby bring the following matters to your attention with ********* -Falck Mobile Health Crop:1: Invalid and Unreasonable Billing: Falck Company has been charging me for services without utilizing my second insurance as previously agreed upon. This has resulted in unjustifiable charges on my bill, which is highly concerning.2: Incorrect Address and Collection Notice: To my utter astonishment, I have never received any billing statements from Falck Company. It appears that the bills were being sent to an incorrect address, which has led to my unawareness of the outstanding charges. Unfortunately, this negligence has escalated the matter to involve a collection agency, which will undoubtedly have a detrimental impact on my creditworthiness.3: False Promises and ******************************* I have made multiple attempts to contact Falck's customer service representatives regarding the withdrawal of the collection notice based on the aforementioned reasons. Initially, I was assured that the matter would be resolved, but to my disappointment, no action was taken. Furthermore, my efforts to speak with a supervisor to escalate the issue and find a resolution have been met with unresponsiveness. The overall attitude and handling of my case by your customer service team have been exceptionally negative and unhelpful.4: Considering the gravity of the incidents mentioned above, I demand the immediate withdrawal of the collection notices associated with my account. Additionally, I insist that Falck Company rectifies the billing discrepancies by collaborating with my second insurance company to provide accurate and reasonable charges for the services rendered.my responsible party ID: *********** from Falck Company. I utilized Falck ambulance services on October 2, 2022, in the ********* area, which resulted in the generation of the disputed bill. I called them via ********** several times this week but no one tried to help me.

  Business Response

  Date: 06/30/2023

  We do apologize for the inconvenience.  We do not report to Credit Bureaus so this has no impact on your credit report.  We are now submitting to your secondary insurance and asked the collection department to hold the account.  Any other questions, please call us at ************.

  Customer Answer

  Date: 06/30/2023

   
  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 so far.
  
  Sincerely,
  
  ***********

  Customer Answer

  Date: 07/13/2023

  Hello,     
           My complaint was assigned ID ********. However, I was informed by the ***** team that my account would be placed on hold with Credence to allow time for the internal billing process to be thoroughly reviewed for my second insurance and to be resolved. However, I received a call from Credence asking for payment on an incorrect bill and stating that my bill is no longer with Falck. I  request ******* immediate attention and clarification on this matter. To provide context, I initially contacted the ***** team seeking assistance with my bill, and the solution proposed was to place the account on hold with Credence. I was under the impression that this step would allow for a proper review and resolution of the billing issue. Therefore, I was surprised and concerned to receive a call from Credence, which has led to confusion and uncertainty regarding the status of my bill with Falck.
  
  I am reaching out to seek clarification on the current status of the billing process. I request they provide me with an update on how the process is proceeding and the actions being taken to resolve the discrepancy. It is essential for me to understand the steps being implemented to rectify the situation and ensure an accurate and fair billing process.
  
  I must emphasize the urgency of this matter as it directly impacts my confidence and trust in Falck's ability to handle billing concerns effectively.
  
  
  Thank you for your attention to this matter!
  
  Best,
  Fei
  

  
  

  Customer Answer

  Date: 07/17/2023

  Hello ****,           
             Thank you for your response! After I had contacted *****, They just responded to me that it has made an error from Credence. They will hold it for ***** days for processing with my account. Hopefully, they will solve this time.
  have a great weekend!
  Best,
  Fei
  

  
  

• Initial Complaint

  Date:05/16/2023

  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.

  on June 16th 2022. I called 911 for my mother ********************* Falck Ambulance took her 3 miles to ************ hospital when she was brought in. she was bleeding from her chest apron 8 inch around. I called *****. spoke to the head nurse no-one knew what happened di also called the police. and made a report after months of calling Falck all they said is there no report of this and recently ********************. informed me my mother was brought in with the wound.So the drivers were responsible. I called ***** numerous time ************************* and last *************************** my mom is 93 years old. Neglect elder abuse. and failure to report

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  My mother-in-law received an invoice for $2,517.35. I contacted the call center department and was informed that her insurance had processed the claim. When asked if they were contracted with the insurance, they told me they were not contracted with a lot of insurance payers. The representative offered 45% off the total charges. I told her I would review the information with my mother-in-law and call back. When I called back, I suggested to the agent that my mother-in-law file an appeal with her insurance to see if they would pay more. I advised her that, most likely, my mother-in-law would not want to do that but that I would relay that to her. I confirmed with her that if my mother-in-law did not want to file an appeal, we could still get 45% off the total charge, and she said yes. Per the agent, I asked her what time they closed at 7 pm central time. I contacted the call center again to proceed with the 45% discount and spoke with agent ****** who, after putting me on hold, came back to the line only to inform me that I was misinformed and that they could not honor the original discount nor was their any notes of the offer. When asked to speak to a supervisor, she proceeded to ask for my phone number, only to be told that the supervisor would call me back in ***** hours. When I asked for the supervisor's name, she said there was more than one, so she could not give me a name. I find it hard to believe that the supervisor had the time to assist the agent via their chat system but yet could not take my call. There were still 25 minutes left before closing time. If there were multiple supervisors, not one was available to take my call. I understand if I was misinformed. However, that is not my fault, and out of integrity, the discount should be honored. All calls are recorded and monitored, right? Therefore the supervisors should be able to run my phone number and see what agents I've talked to. Agents can make mistakes, but it's up to the leadership team to coach them, agents. Patients should not have to pay for their errors. After being denied a transfer to the supervisor "per company policies," I ended the call. I was not content and decided to call the customer service number at 4:43 pm pst / 6:43 pm Central, only to be greeted by an automated response they were closed. The ***** hour policy should be re-evaluated as this does not portray great customer service. I informed the agent ****** that I would be expecting my call Monday. She said it would be ***** hours from Monday because others were waiting for a supervisor callback. After seeing all the reviews here, I can see why.

  Business Response

  Date: 04/28/2023

  We do apologize for your **************** experience. We are actively looking into improving the **************** department we do appreciate all feedback.  I have applied the 45% discount you were offered, leaving a balance of $1,384.54.  The discount was just taken today, so if you get an invoice with the full amount, it would have crossed in the mail.  This amount above will settle the account in full..  Please let us know if there is something else we can assist with.

• Initial Complaint

  Date:04/19/2023

  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.

  My mother, *************************************** DOB 6-21-1923, was transported to Salem hospital at the request of the ****** advise nurse as a result of a fall in her apartment at Hidden Lakes. When she received the bill, I called 3 times to have them address the $87.50 "party responsibility". The second time they asked for the proof of the "capital *******" insurance. The third time, I reminded them that ********** was a ****** Permanente member and they needed to bill them, as well. It turns out they had already sent the bill to collection for **************************** to collect. I appealed the bill and ******** just wrote back that the bill was justified. I still do not know what insurance was billed: ******, Capital FireMed or both. Falck's billing department never clarified the bill AND the last bill from them turns out could not be paid because they turned it over to Credence even though Falck sent a bill the same month. The ambulance care was very good; however, the administration if very poor and unresponsive.

  Business Response

  Date: 04/24/2023

  We have reviewed the account and this is the breakdown:

  ****** paid $302.52 with a patient responsibility of $175.00.

  The Capital Firemed discount was applied (50% of patient responsibility) $87.50 which leaves a balance of $87.50.  That amount was turned to **************************** after 4 invoices was sent.  

  This has not been turned to a credit agency so it will have no impact on the patient's credit.  $87.50 is still due.

  Customer Answer

  Date: 04/24/2023

   
  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; HOWEVER, if the business had ever provided that information to me during the three calls I made, this complaint and the reference to collection would have been unnecessary!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/18/2023

  Type:Order 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: April 18, 2023 Responsibility Party ID:*********** Your ambulance company was called to take my daughter to the hospital.Recently you sent over a notice where you represented that the insurance company or ******** processed the claim and determined that the balance was our responsibility. Further you represented that there was an Explanation of Benefits that reflected the lack of payment. I have included that document for you. I spoke to your representative Laquaysha at the call center. She informed me that you have alleged and noted in your system that the insurance company sent over a claim form and that we did not fill out the claim form and thus the claim was denied. The truth is, no one from your company has ever billed theinsurance company. You have never bill the insurance company. Most importantly,you have refused to bill the insurance company even when directed to do so. Apparently your company allegedly made one phone call and to the wrong number. Further, when we got the insurance company on the phone to speak to your agent your agent refused to invoice the insurance company despite being given the proper contact information.By your agent with apparent and actual authority, not contacting the insurance company and by not pursuing the reimbursement with a written invoice or demand your company and its agents are not availing itself to actually recover the funds. Further you are instructing your agents to not make a good faith effort. Thus, not acting in good faith, your company is acting in bad faith. Lying in any negotiation is also by definition bad faith. The allegation that there is an EOB when you never submitted the bill is a misrepresentation.Your company never intended to bill the insurance company because you do not like the rate of pay of your contract with them. Per United Healthcare the patient has no responsibility per your contract with them. We cannot and will not be held responsible.

  Business Response

  Date: 04/21/2023

  **************, We have reviewed the account and all correspondence and interactions regarding this account.  We want to apologize for that call that took place on 03/09/2023. The representative grossly mishandled the call and did not act in accordance with Falck's **************** policies.   Due to the mishandling of this account and the inconvenience this has caused your family, we feel the best outcome is to waive all patient responsibility.   I want to let you know that what you experienced is not in line with Falck's Code of Conduct and we are taking steps to ensure a much improved customer service experience than what you encountered.  As of today, the account is at a 0 balance.  Any other concerns, please contact me directly at *************************************

  Customer Answer

  Date: 04/21/2023

   
  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. Further we expect no negative information on 

  our credit report.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/12/2023

  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 called 911 on 10/15/2022 because my gallstone to painful and I could breath at that time. Later I received billing notice from Falck *********. Total amount is $2,908.34, my insurance ****** paid $724.52, bill me $2,183.82, I received EOB from ****** insurance that I only need to pay my copay $30 dollars. But I keep receveing the billing with amount of $2,183.82. On Thursday, March 16, 2023, called Monlina HealthCare and Falck Ambulance to clarify the outstanding bill that required me to pay $2183.82. After three ways with Falck Ambulance and MonlinaCare conversation, it is confirmed that Falck Ambulance will fix the bill as $0 balance and will send the updated final invoice to the insured shortly. In the meantime, just disregard the invoice with the amount of $2183.82. I paid my $30 copay on 03/16/2023. Ref: Monlinacare - SFA22664047/Rep: ****** and Falck Ambulance - Kailee on 03/16/2023.However, I received a bill from **************************** said I owe $2,183.82. I called Credence, they told me as of today 04/12/2023 I owe them $2153.82, I told them I only need to pay $30 copay as of the insurance, they said they don't accept the insurance company's request, and they offer me to pay $1723.6 to solve the problem. Do I need to pay the $1723.6? If yes, then what's the point of the copay policy. Please reponse to me as soon as possible. Thank you!

  Business Response

  Date: 04/14/2023

  I reviewed your concern and listened to the calls that took place.  Our Representative was incorrect to say we would adjust.  We can balance bill these claims it is not against the ********** law as ground ambulance is not part of the law ****** was referring to and we have no contract with *************  However, we will honor what our representative told you and adjust the claim and remove from Collections.  This account was not reported to a ************* so it will have no impact on Credit.  Sorry for the inconvience this has caused.

  Customer Answer

  Date: 04/14/2023

   
  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:04/03/2023

  Type:Product 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.

  We received ambulance service on 12/18/22 from Falck. The amount billed was higher than insurance claimed we are obligated to pay. We made numerous (more than 10) attempts to reach their billing department without success. Most times, the administration people we did reach at their customer service number *************) claimed they were no longer associated with Falck. One person, ************************* at ************ promised to get us in touch with billing department but then stopped returning calls. It appears this company is no longer in business

  Business Response

  Date: 04/06/2023

  We are sorry for the inconvenience of not being able to get a hold of our office.  The number you provided was incorrect, our correct number for our customer service is ************.  It appears you have since got a hold of our office and have resolved the issue.  We apologize for the inconveneince.

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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.

  Received a bill in June 2022 for the amount of $2765 with service on 6/02/2022 for ambulance service I contacted care ambulance service about identity theft because I never received this service and that day I was working , I live ***** not in ********** they place the account under investigation then few months later I contacted them again and they told wait for they call me and they never call me , last month on February 1,2023 they placed the account with **************************** for collection how this possible If call them many times I also I send some documents for identity theft I also I sent a letter from my job that I was Working on the day that supposed to be they give a service in the ambulance. I need this situation be fixed as soon as possible I upload over some documents that I already sent to them.

  Business Response

  Date: 03/22/2023

  We greatly apologize for the mistake and inconvenience.  All record of you in our system has been deleted as well as the collection agency.  Any further questions/Concerns, please let us know.

  Customer Answer

  Date: 03/22/2023

   
  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:03/13/2023

  Type:Delivery 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 August 28, 2022, Falck Ambulance transported my son to the emergency room. I received a bill from Falck Ambulance in September of 2022 for the amount of $1597.95. The bill was forwarded to my ****************** On March 6, 2023, I received a bill from Falck for $94.77. I paid the $94.77 on March 10, 2023. On March 11, 2023, I received a letter from ****************************, a bill collector stating I am being reported to collections due owing $94.77 to Falck Ambulance. The Credence Reference Number is ********* and dated February 27, 2023. I paid the $94.77 promptly, yet was sent to collections without any notice from Falck. This is a poor and fraudulent business practice.

  Business Response

  Date: 03/14/2023

  Dear *******************  When a credit card is added on line, we cannot post the payment until it hits our bank.  For credit cards it can take up to a week to receive the bank deposit, we have not received one yet but it was only 4 days ago you paid.  I see your receipt so i am sure the payment is on the way to the bank. I have put your account on hold with the collection agency, *************** ************ was not reported to a credit Bureau, so you will not see this transaction anywhere on your credit report.   Any additional questions please call our customer service at ************.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19590273
  
  I am rejecting this response because:  it is concerning an ambulance care provider immediately sends someone to collections within a 4-week period of sending a bill.  This is a fraudulent and unethical business practice.  Falck made zero attempts to send any notices prior to the bill I received last week.  Furthermore, I paid and was provided a billing receipt from Falck via email showing I paid.  It is not my responsibility as to when Falck receives my credit card payment from their banking institution.  Why would the debt collector be placed on hold when I paid the bill?  

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

  Business Response

  Date: 03/21/2023

  The account was never reported to any Credit Bureaus sending the account to collection agency will have no negative impact on patients credit rating in any way. The account went prematurely to the collection agency, we are sorry for the inconvenience.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19590273
  
  I am rejecting this response because:Falck continues to state they have resolved the issue, yet their third-party bill collector continues to send me emails and letters via **** stating the amount is still due.  I reject ****** resolution.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2023

  On March 14th, we notified you that everything was taken care of as that is when we spoke to the Third Party Collections.  We confirmed today with them, that the last bill was mailed to you on 3/13, so the invoice you received was due to the statement was sent prior to the conversation with the agency, the invoice was due to the **** delay.  The ****************** reported to us that as of 3/14 the account in their system was held and now they show the account paid in full.  

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19590273
  
  I am rejecting this response because: I was reported to collections the same day they sent the bill to my address.  This was not a **** issue.  I promptly paid the bill and attempted to contact their customer service department due to the repeated letters I received from their collection agency.  
  
  Sincerely,
  
  ***********************