Complaints

This profile includes complaints for ProTransport-1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ProTransport-1

  720 Portal Street Cotati, CA 94931

• 

  ProTransport-1

  PO Box 7260 Cotati, CA 94931-7260

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:06/30/2024

  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.

  I am writing on behalf of my father, who is a senior citizen in his mid-80's with advanced dementia. He had a horrible fall and was transported to a hospital; he is unable to function and his health is in rapid decline. This company has been harassing him about payment when his insurance paid for coverage! When I tried to speak with customer service representative, they immediately demanded social security info and wanted to transfer responsibility of billing to someone else in family for payment. I checked with ************** Services about this company and they are NOT allowed to demand such information! Now this company is calling my father demanding money! This is a VERY unethical company and they were fined by ****** of ***** Services and ****** of ******* to the Inspector General, for fraudulent claims regarding ambulance transport in May 2021. It appears this company is once again trying to collect fraudulent payment for ambulance transport! They need to be shut down and prevented from harming other citizens with their SCAMS!! Please investigate these people and expose them to the ****** of ***** Services and ****** of ******* to the Inspector General once again! Thank you - ***** on behalf of ******.

  Business Response

  Date: 07/02/2024

  Hello,
  I am sorry to hear your father is in poor health.
  
  We have reviewed the trip history and the recordings from your calls with us.
  
  We received payment from ****** on 4/19/2024 and ****** indicated the patient has a $250.00 copay amount. We are required to bill patients for co-pay, coinsurance, and deductible amounts determined by the insurance company. We have sent multiple bills to the patient for his $250.00 copay, and our system has made several automated payment reminder phone calls. At this time, this balance has not been sent to collections and has not affected his credit report. See attached bill and insurance explanation of benefits (EOB).
  
  Our representatives ask for the social security number because it can be used to determine if the patient has additional insurance coverage, such as Medi-cal. You are not required to provide it to us. Our representatives asked for the *** once during each call with you and did not press further once you declined.
  
  I was unable to validate your concerns about us wanting to transferring responsibility of the bill to a family member. During the calls, the phone number you provided was different than the one on file, so you were asked if the patients records should be updated. It was not an indication of responsibility for payment; we want to ensure we have the best contact information for the patient.
  
  I see notes in the account that the patient is potentially low income; the patient may qualify for a reduced rate.I have included an application for financial hardship determination. If interested in applying, please complete the application and return with the required documents.
  
  Please let me know if you have further questions. 

  Thank you,
  *****************
  Revenue Cycle Manager
  Covalent Health

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21923084
  
  I am rejecting this response because:  Note that I am contacting this business on behalf of my father; as stated previously he is in his 80's and has advanced dementia. I (personally) did not use ProTransport-1 service and did not call the ambulance.  The documents you provided indicate that you require his tax records and social security benefits information.  This does not make any sense since you are fully aware he is not required by law to give you this type of confidential information. Next, you claim that the phone records do not support anyone trying to transfer the billing responsibility to another person. Each time I called, the representative tried to get my information as the main contact for the bill, knowing full well that my name is not on the invoice, and I never used the company's services. This company is trying many sneaky methods to get people's information to bill them! If you are truly in contact with ******, why are you not able to get the correct information?  I strongly believe this company is taking advantage and targeting senior citizens by trying to bill for more money. In the next step, this company will start using collection agencies to scare and harass seniors!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/03/2024

  I apologize for any misunderstandings. You contacted us regarding your fathers bill, therefore our representatives asked if you should be the main contact since you seem to be handling phone calls for your father.You declined; thus, you are not the main contact on this account. The name on the account and the responsibility for the bill has and always will be your father.Even if your phone number was listed as the main contact, the responsibility for the bill would be with your father. Responsibility for an ambulance transport does not lie with who owns a phone number; it is the responsibility of the patient who received services. Many elderly and ill patients prefer we contact their children, so we ask; again, the information is not required.
  
  The application for hardship (which requires tax records,etc.) is optional. As I stated earlier, your father only needs to submit if interested in applying. If interested in completing the hardship application,then ONLY at that time, would the tax records, etc. be required. If not interested in hardship review, then simply do not submit the tax records, etc.The $250 balance will remain your fathers responsibility.
  
  We must follow the Explanation of Benefits (EOB) from ******, which indicates your father has a $250 copay responsibility. These are the terms and benefits of the ****** policy your father signed up for. Please contact ****** if you disagree with ******* decision.

• Initial Complaint

  Date:06/27/2024

  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.

  Im reaching out on behalf on my Mom, *************************** based on billing questions that have not been resolved. In fact, I had requested that a supervisor reach out to me for my questions to be answered for Transportation that should be sent to the insurance for payment. The request for a supervisor to contact me has been over 7 days.

  Business Response

  Date: 06/28/2024

  Hello,

  We have been unable to **** ******** because we do not have a valid ****ing authorization signature on file from the patient. I see notes that you mailed in a form, but I have been unable to locate it. Please see attached signature form; it can be returned to me at *************************************.

  I also see notes regarding the question of medical necessity. I obtained additional medical records from ******** today and will have them reviewed. 

  Please let me know if you have further questions. 

  Thank you,
  *****************
  Revenue Cycle Manager
  Covalent Health
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21912494
  
  I am rejecting this response 

   

  At this time, we need to do some additional follow up with BBB and Pro Transportation in order to follow up with the attachment.  I will sign the document as my Mom's POA and email back to Pro Transportation the information.  Meanwhile, I would like to keep this inquiry open until everything is processed and resolved to everyone's satisfaction.

   

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

  Business Response

  Date: 07/08/2024

  Hello,
  Thank you for your patience as we reviewed your mothers account. Per our call today, our Compliance Manager has completed review of the transport and Stanford medical records; she believes it unlikely that ******** will make payment on this transport due to lack of medical necessity for Basic Life Support (BLS) transport. As a one-time courtesy, we have made the decision to write off this transport. The patient will not be responsible for the cost of this transport, #***-03135024-00.
  
  Please let me know if you have any further question. 

  Customer Answer

  Date: 07/10/2024

  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.  If you can please email me a statement showing that my Mom's account has a zero balance, that would be appreciated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/12/2024

  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 father was billed twice for the same service. This resulted in an overpayment. Multiple attempts to obtain a refund for the overpayment have not been successful. It has now been 2 months since the request for refund

  Business Response

  Date: 02/13/2024

  Hello **********************,
  
  We have reviewed your concern regarding the refund owed on your fathers trip.
  
  We have sent this refund as an urgent request to our Accounts Payable team to be issued on this weeks check run. Our refund checks are placed in the outgoing mail on Fridays and will be delivered via *****
  
  If you have any additional questions or concerns, please let us know. We hope you have a wonderful day. 

  Customer Answer

  Date: 02/13/2024

  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:10/09/2023

  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.

  My deceased husband *************************** was receiving care at ********************** in *******, ** on 2/27/2022. He was stable but needed to be transferred to **** due to needing a higher level of care. At this time ********************** called for a transfer, Pro Transport ambulance arrived to take him to ****. My husband had 3 medical insurances. Apparently they were out of network and paid out of network amounts. UMR's (primary insurance) *** paid $3,079.44 and says I owe $0. The *** also claims they paid "in network" amounts.Blue cross blue shield of texas (secondary insurance) *** paid $519.35. The *** says I owe $0. ******** (third insurance) paid $0 because they only covered hospital stays. Pro Transport is now trying to charge me $13,427.63. I've tried working with them and sent them the ***'s from my insurance showing they said I shouldn't be paying anything to them because they were paid "in network" according to UMR. Also I filed claims with I data sight from UMR to work with Pro Transport to either pay them more per their request and/or reduce my amount due to $0 due to my husband now being deceased as well as them getting paid the contracted amount per my ***. Pro Transport refused to accept either terms. I do not have $13,427.63 to pay them. I can not make payments as I am now a single mother of 4 with no other income since I lost my husband to cancer. Pro Transport is threatening to send me to collections and/or put a lien on my home. They got paid from 2 insurances at this point and should be happy with that. I would NOT have accepted that transfer had I known it was out of network because as I mentioned before he was stable at **********************. Date of service 2/27/2022 Trip # ***-02670449-00 Account # ************************************* from ********************** to **** University California

  Business Response

  Date: 10/13/2023

  I hope this message finds you in as much peace as possible during this challenging time. First and foremost, please accept our heartfelt condolences on the loss of your beloved husband. Our thoughts and sympathies are with you and your family.
  
  We understand that dealing with financial matters, especially concerning medical expenses, can be an additional burden when you're already coping with the emotional loss of your husband. We want to assure you that our primary concern is your well-being and comfort during this time.
  
  Regarding the ambulance bill for the transportation of your husband, we wish to explain that the charges are, unfortunately, a result of the insurance company's underpayment for our services. The insurance company is currently offering to pay only half of what is owed, which does not adequately reflect the true cost of the care your husband received. It is our firm belief that you should not have to bear the remaining balance of the transport cost out of pocket,unfortunately, this is the position that your insurance company is putting you in.
  
  We are fully committed to working with you to ensure that the insurance company pays the full bill. We have been in touch with the insurance company and are actively working to address the issue, advocating for a fair reimbursement that covers the entire cost of the care your husband received. Our goal is to alleviate any financial burden this situation may have caused you. We submitted an appeal to the insurance for the underpayment, but they have failed to respond and as a provider we have exhausted our appeal rights. As a policy holder, you have appeal rights, and you can request an appeal asking that they reconsider the claim and pay the full charges.  
  
  Please rest assured that we are dedicated to resolving this matter on your behalf and will keep you updated throughout the process. Your comfort and peace of mind are of the utmost importance to us during this difficult time.
  
  We hope that this clarifies the situation, and we are here to provide any additional support or information you may need. If you have any questions or concerns, please don't hesitate to reach out to us.
  
  Once again, our deepest sympathies go out to you and your family. If there is anything else we can do to assist you during this challenging period, please do not hesitate to let us know.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20713741
  
  I am rejecting this response because:  My TWO insurance companies stated they paid you IN NETWORK fees.  According to BOTH insurance companies EOB's my amount owed to you is ZERO.  I've appealed with them to pay you more which was denied because they claim they paid you IN NETWORK.  I also had a 3rd party called data i-sight that is contracted with the insurance companies contact you to try and negotiate a lesser amount due which you declined to accept as well.  In addition to this you've stated you've contacted the insurances companies with no response.  This is also false as your representatives AND my insurance companies have told me multiple times they've tried negotiating with you and you've refused to budge on this HUGE bill.  As I stated before, my husband is deceased.  This transfer was NON EMERGENT from one hospital to another and NO ONE discussed with us upon arrival that you were out of network.  Had we known we would have DECLINED your services.  This seems fraudulent, misleading, and should be illegal for NON EMERGENT transfers.  With that said, you have also threatened to send me to collections AND put a lien on my home.  This bill was accrued by my deceased husband, and I will exhaust all avenues before accepting that this is my responsibility.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/26/2023

  We apologies for the hardship and burden that has fallen on you during this difficult time. We want to assure you that all proper billing practices and procedures have been followed for the billing of your husbands transport.
  Unfortunately, we are not in-network with either of your insurance companies so their processing at in-network rates was not correct. We attempted follow up and appeals with your insurance, but they did not award you the proper full benefits that were owed to you based on the premiums you pay for your coverage.
  We want to assure you that the collections attempt on your husbands account was removed back in February. After additional review we have closed the balance on your husbands account.
  We hope that the resolution on your husbands account will bring you peace knowing this burden is resolved. If there is anything else we can do to assist you during this difficult time, please let us know. 

  Customer Answer

  Date: 10/26/2023

  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 as long as I am understanding the response correctly.  I am understanding that they are not going to pursue anymore funds from me and "closed the balance" on my husbands account means that I do not owe what they have been billing me.  If this is the case, I accept the terms and thank them for working with me on this issue
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/09/2023

  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.

  This company transported my infant daughter on the day of her birth 06/10/2021 from my birthing hospital to a hospital with a NICU. This was an emergency transport that per both my insurance companies is covered by BOTH policies. I was sent a bill by Protransport for $12,047.57. I contacted them immediately and explained that they needed to bill the primary insurance company, since they had tried to bill the secondary company and the secondary would only cover what the primary company wouldnt. They received all the primary insurance information and said they would submit. Since they submitted to ****** AFTER the allowed 90 day claim period ****** denied the claim. I contacted ****** and was told that Protransport needed to call to get the claim covered since it was past the allowed 90 day period. I called Protransport and explained this and reverified all insurance information. ****** told me not to pay that it was covered and that Protransport needed to contact them for payment. After receiving multiple bills after this conversation, I continued to cal Protransport and explain to their customer service representatives that they needed to call ****** and not just submit the claim since it was past the allowed time limit. They did not follow my request, and now they have sent me to collections for a payment that is covered by BOTH of my insurance policies. The pain and suffering that this has caused me and my family, with my daughters NICU stay, my post partum anxiety and the stressors of becoming a first time parent to a hospitalized child are insurmountable. This company is harassing me for a payment that I am not responsible for. When I called and asked to speak to a manager, I was told that they do not have a direct manager. I am at a loss for what to do now and I am worried my credit is now affected by THEIR lack of due process.

  Business Response

  Date: 05/17/2023

  Hello,
  First, I hope your daughter is doing well.
  
  We did not receive any insurance information from the hospital at time of transport. About 2 weeks later the hospital provided the ********** Blue Shield (BCBS), and so the claim was billed to BCBS. 2.5 months later BCBS denied stating they had requested information from you that was not received. We sent two invoices to you, but did not receive a response. We resubmitted to BCBS 12/13/21 hoping you had provided the information by that time, and we then received a denial from BCBS stating that the patient had another insurance.
  
  We mailed a statement to you to obtain the other coverage,and we did receive a call from you 1/11/22 with the ****** ID. We were unable to confirm it was an active policy and reached out to you again. 2/15/22 you again confirmed the ****** ID and again, we were not able to verify the policy.We reached out a 3rd time, and you again provided the same ****** ID. We submitted a claim to ****** 3/21/22, despite not being able to verify active coverage. ****** denied the claim 11/10/22 stating denied not eligible. So we again sent a bill to you. By the time you called in 12/13/22 and provided the correct ****** ID, it was well past timely filing for ******.
  
  I suggest following up with ****** and see if they will reprocess the claim for you.
  
  This bill will remain your responsibility. We can place a 30-day hold on collections if you confirm ****** is reprocessing. Or the collections agency can arrange for a payment plan if needed.
  
  Thank you,
  *****************
  Revenue Cycle Manager
  Covalent Health
  *******************************

  Customer Answer

  Date: 05/18/2023

  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, I did submit all information as requested, including two different policy numbers for ******, I also contacted ****** multiple times. If someone from ProTransport could have just taken the time to contact ****** this could have been resolved. Instead ** still dealing with this almost two years later. Please place a hold on this account and I will try to resolve with ******. Although, please keep in mind there will be a holiday weekend and I will be out of town at the end of the month and unavailable for calls. If a longer hold could be placed it would be very appreciated. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/17/2023

  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.

  Company provided ambulance transport from ******* to ******* on 11-20-2022. Trip number ************** for my spouse ********************************* ( birth date 04-03-1947). I was billed $393.64 as an insurance shortfall. I learned later that my insurance paid in full. The company has acknowledged the overpayment , but after several phone calls continue to stall about the refund.

  Business Response

  Date: 04/18/2023

  Hello,

  I apologize for the delay; it can take several months for us to process refunds. The payment from your insurance was received on 2/3/2023. I have escalated your refund request and it will be issued by Fri 4/21/2023. 

  Please let me know if you need anything else. 

  Thank you,
  

  *****************
  Revenue Cycle Manager
  O:************
  *******************************

  Customer Answer

  Date: 04/19/2023

  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:03/03/2023

  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.

  On 19 March 2022 my husband had a stroke. He was at *********************** in *********, **********. He was transferred to *************************************************** in ******* on 31 March 2022 by ProTransport-1, a ****** service. Around Sept I received a bill from ProTransport-1 for $219.00. At the time my husband was only covered by ************ for his medical. I contacted ProTransport-1 *************) and told them that ************ was our medical provider and would pay the bill. They told me that they would contact Tricare and if Tricare didn't pay, I would receive another bill. I received another bill at the beginning of October, $219.00, and at that time I called Tricare at ****** AFB *************) and was told to wait another month to see if Tricare would pay. Around the middle of October, I received another bill for $145.20. I thought that ******* had paid a part of the original $219.00 so I went online, www.myemsaccount.com, and paid the $145.20, which was the balance due that it showed. I paid it on 3 Nov, Reference #**********M, Author#******, Trans. Ref.#***-02688479-00,040. Then mid-December I received another bill for $134.30. I called them and told them that I had paid the balance due, $145.20, per their mailed invoice and online invoice, on 3 Nov. They told me that they had received that payment, but I still owed $134.30. I told them that I had paid what it said my balance was and to please stop sending me bills. I also sent them the information by fax. Since then, I have received 3 more bills in the mail with $134.30 due. The last one had a Late Notice in red on it. When I went online to the above site to see what it might say my computer screen told me it was a scam. I paid them what was on the invoice and what it said I owed online. I don't understand why they keep sending me bills.

  Business Response

  Date: 03/06/2023

  Hello,
  I hope your husband is doing well. I have reviewed the account #***-02688479-00. The quote discount was applied when the trip was initially billed to you. Insurance did not make payment since ****** is not a covered level of service by ******** or Tricare. After billing the insurance, an insurance discount was also applied to the trip. A trip is only eligible for one of these discounts, but it appears both were applied in error. One of the discounts was later removed. Since you received and paid the invoice for $145.20,we will honor that rate and close the trip. A $0 balance statement will be sent to you. Let me know if you have further questions.
  
  
  Thank you,
  *****************
  Revenue Cycle Manager
  O:************ | Fax: ************
  *******************************

• Initial Complaint

  Date:12/08/2022

  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.

  The staff had arranged for me to be to be picked up from ********** skilled nursing facility on December 8, 2022 at 12:30 PM for a 1 oclock *********** at **** ********. This was an extremely important specialist doctor *********** that your people just blew off and never showed up. you are not fit to be a provider of medical transport. Now we have to wait another month for another *********** with the specialist because you did not show up.

  Business Response

  Date: 12/15/2022

  Dear ******,
  Our business is a very challenging operation where we make every effort to pick up every patient on-time, and in fact, take great pride is the performance levels that we are able to deliver to the facilities that we serve.  There are always instances where either due to 1) tremendous spikes in demand where hospitals are currently well over capacity due to RSV,Covid, and Flu, 2) long delays as hospitals dont have patients ready to transport due to worker shortage, or 3) our own staffing limitations created by the pandemic and leading to a national EMS worker crisis, will result in us being late to a transport.  When that happens, we make every effort to inform the facility of our delay, coordinate a new scheduled transport, and then give added attention to avoid a further delay.  In this particular instance, the transporting crew planned for this call was significantly delayed in the call just prior to this planned transport, and we had limited staffing to be able to redirect another resource to respond at the requested time. 
  
  It is never our intention for a patient to miss a scheduled appointment. We apologize for the stress this caused. We pride ourselves on patient care.
  
  *********************
  General Manager
  ProTransport-1

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18546447
  
  I am rejecting this response because: there was no notification at all. You were supposed to arrive at 12:30 for a 1:00 appointment   If you had no staff, you should have figured that out in advance so that someone one else could be hired in time. You are a medical transport agency and should be responsible. There is no basis for you to pride yourself on your service. You have caused a great deal of suffering and we are forced to seek damages. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/21/2022

  Dear ******,
  As previously mentioned, we make every effort to staff for the demands that we are anticipating, however, each day presents many variables and trends are only trends and are at times unreliable.  So there are occasions where we are regretfully unable to achieve the high levels of service that we strive for.  I apologize for the issue that you encountered during your planned transport.  I would be more than happy to discuss this with you personally should you wish to reach me.  I wont post my personal cell phone here, but if you reach back out to us directly at ******************************* I will be more than happy to reach out to you to discuss further.

  Customer Answer

  Date: 12/25/2022

   
  Complaint: 18546447
  
  I am rejecting this response because you choose to be untrustworthy in performing your only task, getting patients to medical appointments on time.  You think it's OK to be late and to not let the patient know well in advance to make other arrangements.  Or you should make the backup arrangements yourself.

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

• Initial Complaint

  Date:07/14/2022

  Type:Order 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 daughter was born at ****************** in *********, **. She suffered brain trauma during birth and needed to be expedited to ************** in ********, ** (approximately 2.6 miles distance) which has a higher tier NICU.ProTransport-1 completed the ambulatory service. However, I believe that ProTransport-1 implemented unethical and predatory practices on parents in distress and has provided a **** for services totaling $11,585.57.Date: 5/26/2021 Amount billed: $11,585.57 Amount covered by ***************** (Aetna): $351.07 Amount covered by ******************* ************************** Health): TBD - I was told the fees were resolved but appears that ProTransport-1 has ignored the communication and continues to **** for remaining $11,234.50.Business committed to provide: Infant Ambulatory Transport Nature of dispute: Hyperinflated pricing, predatory practices, and willful, unethical ignoring of communications from ******************* Business tried to resolve: No, they will not review pricing Account: Trip 840-02521119-00

  Business Response

  Date: 07/15/2022

  ********************,
  I hope your daughter is in good health now.
  
  I have reviewed her account. I see that Aetna severely underpaid, only paying $351.07 out of $11,585.57, leaving you responsible for $11,234.50.We submitted an appeal to Aetna, but no additional payment was received. We submitted the balance to the secondary insurance, Blue Shield, which paid $0,stating primary insurance already paid. We appealed Blue Shield, but they upheld their determination, again leaving you responsible for $11,234.50.
  
  These are the usual and customary charges for the services provided in the Santa ***** County area, and this was billed correctly. Unfortunately your insurance has left you responsible for the majority of the charges. Insurance companies are typically more responsive to member complaints than provider appeals. I suggest you contact the insurance(s) since their failure to apply benefits correctly has left you responsible for the balance. One of our Follow-up Specialists will reach out to you and facilitate a 3-way call with your insurance(s), if needed.
  
  The account has been placed on a 30 day hold to allow you time to contact the insurance(s).

  Thank you,
  ****** Land
  Revenue Cycle Supervisor