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Business Profile

Ambulance Services

Falck USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ambulance Services.

Complaints

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

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Falck USA has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ***** ambulance service continues to blast their sirens throughout the night, 11pm-7am, when slowly driving up 14th ave/E21 st disturbing the neighborhood. They do this when there are no cars present, with a green light, sometimes they just leave the siren blaring driving at 20 mph at 1am. The entire neighborhood is sick of it.

      Business Response

      Date: 11/28/2022

      I have forwarded this concern to our operations in Alameda County to ensure that all staff are following the state Law Protocols on Siren use.

    • Initial Complaint

      Date:11/08/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      This company claims that I owe money for a bill when I have told them I don't. I have contacted my insurance twice and they said I do not owe anything. They provided me with an explanation of benefits which I provided as proof showing I do not owe anything. The insurance company cannot get a hold of anyone over the phone to discuss this and is unable to leave a message because their voice mail is full. Now Falck ambulance services has sent this "debt" to a collection agency and they cannot resolve this matter as well. This debt is false and illegal.

      Business Response

      Date: 11/09/2022

      I will forward this to a billing manager.

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 april 4, 2022 I was injured at one of our beaches here in ********* that result was a fractured knee and ankle. I was taken to the hospital where on the way i provided them with my CDL and my insurance card to paramedics. On october 26th i received a phone call on my land line that is listed and is connected to my home address of 14years. I was told by this collection company Credence Collections I owe ***** ambulance service $75 that was sent to collections!! I was furious I pay my bills and do not want a collections bill on my credit report my credit score is 821. I was told my insurance had paid over $2700 yet i owed the ambulance a co pay of $75 and they have sent numerous letters trying to collect, I asked what address were they sent to and I was told an address on ************* road!!! There are no buildings on this road it is a island and after sending one notice to that address it would have been returned undeliverable!!! They knew all my info to file a claim with my insurance but not my address???? I was picked up on ************* I did not live there as the people they pick up on the freeway in the third lane do not live there!!!!! I asked the collection company to send me the bill at my address. I spoke to ***** and was treated so rudely and hung up on by a customer service rep ********** who refused to look into this and said i had to work with collections agency!!!!!!! I want them to remove the collections actions. An apology would be nice from there customer nonservice rep!!!

      Business Response

      Date: 12/02/2022

      We do apologize for any frustration with our service.  We reviewed the **************** call and have spoken to our **** ********* regarding your conversation,  she should not have interrupted you and we will do additional training with our **************** team to improve our responses.  We do strive to have every patient encounter be a good experience and understand this was not and apologize for it.  Our crew members get very busy and sometimes the information they were handed does not make it to the billing office, this does not happen that often but can in a busy day for the crew members.  I do want to let you know that we never report any debt to credit bureaus, eventhough your debt went to Credence our collection agency that assists us with Private Pay balances,they nor Falck never report debt to the credit bureaus on any of the outstanding claims, so this will not show up on your credit report in any way.  We do show we received your ***** co pay, we do appreciate that very much. 

      Again we apologize for the frustration you had with our service.  If you want to address any other concerns, please let me know

    • Initial Complaint

      Date:10/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      **** makes it impossible for you to get in touch with somebody in regards to your billing. My stepson received a charge for services provided by the company. I reached out to my insurance company who said that they never received a claim for the service and that the company may have filed it wrong and for me to reach out to the company to ensure their information is correct. The phone number on the bill takes you to an automated system. Every phone call says that the wait time is over 5 minutes and gives you 3 options to do online chat, request call back, or leave a voicemail. The automated system does not recognize "Responsible Party **" number. Since it does not recognize the ** number it will not let you do choose the "online chat" option. When you choose to request a call back it tells you that they are busy with other customers and to leave a voicemail. Ultimately voicemail ends up being your only option for contacting the company. So far I have not received a call back. The bill from **** also lists an email address. So I typed up a nice email explaining the complications with the phone service and providing my correct insurance information so that we can get this charge taken care of. The email does not work either and got sent back as undeliverable stating that the callcenter email only accepts messages from people in its organization. I looked up the company online and tried a corporate number that I found. After I went through the options I ended up right back where I started with the original call center scenario. My next option is to send back a physical written response to the address on the bill and hope it gets taken care of or that someone reaches out to me.

      Business Response

      Date: 10/28/2022

      I have forwarded this to a billing manager for action.

    • Initial Complaint

      Date:10/03/2022

      Type:Product Issues
      Status:
      Resolved
      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 $2400 bill today for Falck ambulance service that I never used. **** is addressed to me for 9/16/22 service. I have not taken an ambulance or been in the hospital in over 20 yrs. I have no idea what this bill is and believe it is fraudulent or billed to wrong person. I called today to investigate and they were not very helpful. Said I would need to file a police report, upload passport, affidavit, etc. Wild I would need to go to these lengths for something I never used. Seems to me there would be more safeguards in place to confirm identity of passengers. I should not have to jump thru hoops for something that is clearly wrong.

      Business Response

      Date: 10/04/2022

      I have forwarded this invoice to our billing department to review.

      Customer Answer

      Date: 10/04/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and look forward to hearing what Falck finds out. 

      Sincerely,

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

    • Initial Complaint

      Date:08/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They are keeping tabs on me on the streets and passive aggressively harassing me (in a very subtly threatening way) by blasting their sirens at a loud volume and driving by me very passive aggressively; they drive by me in a way that seems like they are doing something else but I noticed one day both the fire department and the ********* police department were following me around off the 8 freeway in mission valley between ********************************************************************* and ********************************************************************* sometime during late July or early August; that day I went to the ************** and then I noticed the sdpd helicopter as well as the fire department ambulance passive aggressively watching me and keeping tabs on me and harassing me with biopic auditory weapons. The ********* police department and the ********* fire department have turned into units of terrorism harassing and abusing whomever they decide to pick on; they are shifty and evil and corrupt. I am very disappointed. Mainly, Falck coordinates with the fire department to passive aggressively harass people on the streets; and I am quite certain they are haxkdd into my phone. The night before last I told my mother I would meet her at *********************************************************; low and behold the Falck ambulance went driving by me with its sirens on and they were right there indirectly waiting for me in a subtly threatening manner; at ********************************************************* a high is right next door to where I had told my mother I would meet her. The city pressured her into filing a restraining order against me and now they think they are entitled to stick their nose where it doesn't belong by illegally intercepting either both or my moms or my cell phone. I do not trust Falck with anything after seeing what they do to people on the streets; the fire department andnlaw enforcement are also not trustworthy and they are disrespectful in a passive aggressive way to people onbn the streets.

      Business Response

      Date: 09/01/2022

      This issue has been turned over to the local police and Sheriff.

    • Initial Complaint

      Date:08/24/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      Our insurance already paid the company their allowed/contracted amount - and now these guys are charging the entire remaining amount to me. what a scam - why did you contract with insurance then?

    Falck USA is NOT a BBB Accredited Business.

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