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:02/16/2023

  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.

  Received a bill in October of 2020 for an ambulance ride in *******. We paid monthly and then in July of 2021 we paid the bill off completely. The bill was ******* and we ended up getting charged for *******. They billed us for 2 months after paying off. Been trying ever since to get our money back but they have avoided us and the requests for refund. I've Even sent them several copies of the bill and our bank statements to show we were over charged.

  Business Response

  Date: 02/17/2023

  We have looked into your account and we understand your frustration. Last week we started the process of the refund, with our processing time as well as the mail lag, please call us at ************ if you do not get your refund within the next 30 days.  We apologize for the delay.

• Initial Complaint

  Date:02/07/2023

  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.

   
  Complaint: 19362667
  
  I am rejecting this response because: A representative with your organization *******, told myself and United Healthcare on a recorded line and via written email that this balance was not patient responsibility and all I needed to do to correct this balance was to send a hipaa release form and a photo of my Drivers license to Tiffanys email. I had sent this email to ******* with All requested information and ******* never followed up with me as she promised to myself and United Healthcare. Per United Healthcare, you are not to be billing me, let alone be contacting me for payment as this balance is not my responsibility. I followed up with your office to speak with ******* and was told by a supervisor that ******* falsely provided advise and information to myself and United Healthcare to resolve the balance. I have spoken to United Healthcare several times and they have advised me as the patient, that I CANNOT AND WILL NOT BE HELD LIABLE FOR THIS BALANCE.

  Because, your agent made a legally binding agreement with myself and United Healthcare to resolve this balance issue, and id like to remind you that I have all statements, and every email telling me this was not my responsibility, from your organization that this balance was not patient responsibility and that I only needed to contact my insurance company to reissue payment. I expect this balance to be adjusted off completely, to reflect a balance of $0.00, removed from all credit reporting agencies, and to not negatively impact my credit score. If this balance isnt adjusted off completely,  I will be contacting the ************************* ************** of ********* and your providers licensing authority/regulator for further assistance. 

  
  I would also like a letter stating this balance has been settled sent to my home address. 
  
  Sincerely,
  
  Aj S

  ital by Falck. From myself researching this issue, it Turns out that in February of 2021 an overpayment of $12 was made by my insurance, and rather just send the requested $12 back to my insurance, they sent their entire $758 payment back in June 2021, and this was again, to be handled by the insurance, and this I told the rep this information and was advised that if I sent a hipaa release and a photo of my ID, I would no longer have a balance. I sent the requested information via email and then again, moved on with life as I was told in writing that this was now handled. I called a week later to check in and was told by a supervisor at Falck that this is not how this works and they would not be contacting my insurance and this is now fully patient responsibility since I am unwilling to pay this balance and again, I have this rep lying to myself and UHC in writing. Working with Falck has been an absolute nightmare and I hope this complaint is taken seriously and reviewed accordingly.

  Business Response

  Date: 02/08/2023

  We understand your frustration with this account and therefore we have taken an adjustment due to the delay in you getting the bill.  We consider your 5/2020 bill paid in full.  However, we did bill correctly your insurance company just took a discount they were not authorized to take.  We did refund the ***** due to insurance overpaid our rates but then your insurance company took their money back from us 9 months later after we refunded the $12 which resulted in the bill you received.  Due to the delay in getting you the amount that your insurance recouped we adjusted the bill.

  Our rates are set by the city of Aurora and are based on the services we are contracted to provide.  Due to ensuring we can meet expectations with the contract for the municipality we serve, we do not accept the random deep discounts the insurance companies are not authorized to apply. 

  We hope this satisfies your concern.

   

  Business Response

  Date: 02/17/2023

  We reviewed the account and on 02/15/23 after your three way conversation with us and UHC it appears your insurance company, UHC sent ** back the balance they originally recouped.    Nothing was ever reported to any credit agency.  Your account is now paid in full.

• Initial Complaint

  Date:02/01/2023

  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.

  I received ambulance services on 10/4/22. Since then I have submitted my insurance information and signature card authorizing them to charge my insurance three times. I continue to receive bills for their services which are covered by my insurance. It is impossible to reach a human being at the company.

  Business Response

  Date: 02/03/2023

  We are greatly sorry for the inconvenience.  There was a glitch in the system that did not move your account from Private pay, but it was manually fixed and the claim is sent to the insurance.  if you get another invoice it is due to crossing in the mail.  We have now put your account on hold while we await for insurance to pay.  

• Initial Complaint

  Date:01/25/2023

  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.

  Repetative billing for a service that has been paid for. I attempt calling the company and either get disconnected or I leave messages and no one calls me back.**** is for my elderly mother, *************************, transport.

  Business Response

  Date: 01/26/2023

  Falck apologizes for any confusion.  This patient had multiple ambulance trips. In November we received the co-pay that was applied to an open account 2021, we received another co-pay recently for a 2022 account but we still have another trip from 2022 that still has an open balance.  We will try and contact you for more clarification or you may contact our office at ************ for more clarification on the outstanding bill.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair 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.

   
  Complaint: 18883552
  
  I am rejecting this response because: that is a generic response from the business. I need a ************** is unfair for a customer to receive a bill almost a year after the incident. I want to speak with someone regarding this bill. I cant ever get through. Nobody answers, nobody calls back. 
  
  Sincerely,
  
  *******************************it was paid after no communication for 8 months.

  Business Response

  Date: 01/24/2023

  Our *************************** will be contacting you.  Your insurance underpaid.  Our rates are set by the municipality *********** with and we do not have a contract with your insurance provider so they cannot discount.  If you want to appeal with your insurance we can hold the claim for 30 days.  

  Business Response

  Date: 01/30/2023

  On 1/27/23 I see that you have been e-mailing our *************************** and appears they answered your concerns.  Please continue to correspond through that e-mail if you have further questions.

  Customer Answer

  Date: 02/02/2023

   
  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.
  I only consider it satisfactory because it was only after contacting BBB that I received a response from the business.  Had any of my prior attempts to reach someone or received a call back would have been acknowledged I wouldnt have had to file a complaint. The listed customer service number is ridiculous. It was only after pressing other number options was I able to speak with someone. I wish I knew the ladys name. She was so sweet and helpful. In conclusion I will accept the claim of satisfactory. 
  
  Sincerely,

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

• Initial Complaint

  Date:01/22/2023

  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.

  In the month of October, I was not credited $50 and I still haven't been credited I am being harassed to pay even though all I owed is $20 which I have now paid. I have called and have been hung up on but they assured me that it was resolved and not to worry about it yet I am still harassed.

  Business Response

  Date: 01/24/2023

  Your *************** underpaid, we do not have a contract with Aetna so they are not allowed to discount our claim.  Our rates are set by our contract with the municipality.  You can appeal with your insurance and they should pay more.  If you appeal we can hold your claim for 30 days.  ******************************* will also contact you.

• Initial Complaint

  Date:01/18/2023

  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.

  Today I received a bill from Falck for ambulance service that was provided on the 11/06/2021. This bill was paid on the 12/13/2021. The authorization code that I had paid was 98281C. The original account number for the bill was *******. How ever when I made the payment the money was deposited in another account. ********. So the original account ******* was never credited for the payment.. I called them and showed proof that I had paid the bill..The employee did some checking and found that the money had been deposit in another account. The employee told me that they would take care of and close the accounts. However three months later I got another bill for the same account. I called them and they said the accounts were closed and ignore the bill. Three months later I get another bill for the same account. I call in each time and they tell me they will take care of it. This has been going on until the present time. I want them to stop sending a bill and erase all information that requires their computer to spit out a bill every three months

  Business Response

  Date: 01/19/2023

  Falck shows three transports, the payment sent on 12/13/21 was posted to the transport on 10/16/21 which is now paid in full.  We still show 11/06/21 ** pay of ****** is due.  The transport on 1/16/22 is paid in full.

• Initial Complaint

  Date:01/12/2023

  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.

   
  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,
  
  *********************** me to send by email all the proof that I had and she will send it to the appropriate department. I asked her to respond me back once she receives my documents and she did.Today, I received again the bill for the $200.00 charges. Now I am very worried about my credit and the fact the this business is not doing their job and I am the one feeling harassed by phone and by mail. I need to clear my name as soon as possible and sent me a written proof that they have removed my name from their delinquent list. I am even afraid of getting very sick and the need of using again a medical transport services because of their inability to keep their billing straight. Thank you.

  Business Response

  Date: 01/23/2023

  We are still trying to track down the $200.00 payment, we have put your account on hold.  We do not report to a credit bureau so this will not impact any credit reporting.  When we have an outcome on the payment, we will call you.