Complaints

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

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  Falck USA Inc

  1517 W Braden Ct Orange, CA 92868-1125

• 

  Falck USA Inc

  4885 Greencraig Ln San Diego, CA 92123-1664

• 

  Falck USA Inc

  1790 Front St. NE Salem, OR 97301

• 

  Falck USA Inc

  6405 218th St. SW, #201 Mountlake Ter, WA 98043

• 

  Falck USA Inc

  10703 E. Bethany Dr. Aurora, CO 80014

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:05/01/2025

  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 an ambulance bill that should have been fully covered by both of my insurance providers. Falck claims there is still an outstanding balance of $2,750.95. However, I contacted United Healthcare, who conducted their own investigation and confirmedthrough direct communication with a Falck representativethat the balance was paid in full.Despite repeatedly submitting this documentation, I continue to be contacted by creditors. Credence also performed an investigation, yet Falcks response only references a payment from Cigna of $881.13, completely ignoring the letter from United Healthcare. It appears there is a serious error in their system that must be addressed. Please ensure this is corrected immediately.

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to us and providing further information regarding your account. We understand your concerns and appreciate you bringing this to our attention. We sincerely apologize for any frustration or confusion this situation has caused.
  We have reviewed your account details thoroughly. Our records indicate that after the initial billing to *****, there was an underpayment of $2750.95. The account was initially forwarded to Credence for non-payment on September 8, 2023.
  Upon receiving the secondary ************* information on September 2023, we immediately placed your account on hold with Credence and submitted a claim to ***. When *** contacted us in February 2024 regarding your balance, the account status with ********************** showed as closed because it had been forwarded to Credence. At that time in February, we also re-billed UHC and continued to keep the account on hold with Credence while awaiting their response.
  We finally received a response from *** in August 2024. Unfortunately, the claim was denied because the effective date for your UHC coverage (June 1, 2023) was after the date of service. Due to this denial, we updated Credence with the information, which is why their collection efforts resumed.
  We truly regret any miscommunication that may have occurred during this process. Please know that we did our best to advocate on your behalf with the secondary insurer. However, the underpayment and the subsequent denial by *** based on the coverage effective date led to the account being returned to collections.
  We understand this is a difficult situation, please feel free to contact Credence directly to discuss this further.

• Initial Complaint

  Date:04/16/2025

  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.

  On January 27th 2025 I had called 911 for a bleeding left eye and blurred vision and double vision falck ambulance EMTs came but they recognized me from the previous call with me refusing treatment this time they thought I was feeling the same way in which I was not i was actually in shock they suggested I stayed at home and didn't offer to take me to the hospital next morning I was seen at urgent care where I was told to go to the hospital immediately I did then I was transferred to a trauma center for admission and treatment now I'm living with double vision and it's going to be a long healing process. Thanks to the falck ambulance services and EMTs I now have problems they should have taken care of the medical trauma the night I called them I'd like to know why this is allowed. I'm disabled with special needs mentally and this isn't right! I fear calling for help if needed in the future because of this incident...

  Business Response

  Date: 04/22/2025

  Falck has reviewed your claims and found no wrongdoing.  We consider this matter closed.  If you disagree, please reach out to your legal counsel.

  Customer Answer

  Date: 04/28/2025

  No I am not happy with the results and the response of falck ambulance services company for the facts that I have stated they will not acknowledge their wrongs then I will have to pursue this matter another and more affect way to emphasize on the nature of how much responsibility they have and play a strong role in us citizens health treatment and emergency situations... I need them to understand my rights and my reasons for finding them at fault and liable..
  

  
  

  Business Response

  Date: 04/28/2025

  Falck has reviewed your claims and found no wrongdoing.  We consider this matter closed.  If you disagree, please reach out to your legal counsel.

• Initial Complaint

  Date:02/27/2025

  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.

  Patient was transported to the local hospital. Fee of $3,970.82 was charges a 4-mile drive to the emergency room. Patient later passed away. His insurance paid $3,720.82 for the services. The patient was an intellectual disables adult with no estate and no money as he was on Medical. The company was contacted immediately by the family to write off the charges which they state they would and now for 11 months the company continues to send letters every month. they have been contacted again today and stated the issue was a technical issue and statements should halt. How do we stop the harassment to the family as the person is deceased? This company has been in the news and have many complaints about their billing issues online for similar issues. It is disturbing that they can harass and and over charge people for a 4 mile service. Especially those with disabilities.

  Business Response

  Date: 02/28/2025

  Hello, 

  We sincerely apologize for the inconvenience. Please provide us with the patient's information so we can investigate further. Otherwise, please reach out to our Patient Experience team at ************ to better assist in resolving this matter. 

  Customer Answer

  Date: 02/28/2025

  Party ID: NC- ****** 
  ******* *. Asbury 

  Business Response

  Date: 03/04/2025

  Thank you for sharing the necessary information with us. We deeply regret any distress this situation may have caused you. After carefully reviewing your case, we understand that you have already spoken with our team about this matter.
  We sincerely apologize for any frustration this may have caused. Unfortunately, we are unable to write off an account due to the passing of a patient. ******** has covered their portion of the bill, leaving the copay as responsibility. While we completely understand your concern given the circumstances, we are unable to waive any ******** copays.
  We do see that you were provided with the established process for handling this scenario. If you have any further questions or need additional support, please do not hesitate to reach out to DCM at ************.

• Initial Complaint

  Date:02/10/2025

  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.

  I received services from Falck in June 2023. Paid in full in October the same year. I received another invoice for the same amount last year and was told to ignore it as it was sent in error. I have just received another invoice for the same amount. I contacted their customer services who told me, again it was sent in error and to ignore it. Ive seen similar complaints on this site where people were told it was an IT glitch. That was last year. Seems like they havent fixed it. Their customer service person was not helpful or apologetic.

  Business Response

  Date: 02/17/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration this has caused you. We understand how concerning it is to receive multiple erroneous invoices, especially after being assured that the issue was resolved.
  We acknowledge that there have been ongoing technical issues with our billing system, which have unfortunately resulted in duplicate invoices being sent to some of our valued customers. Please rest assured that we are actively working to resolve these technical glitches to prevent any future occurrences.
  We deeply regret that your experience with our customer service did not meet your expectations. Providing compassionate and helpful support is our priority, and we will address this internally to ensure better service in the future. If you have any further concerns, please do not hesitate to reach out to our Patient Experience team at *************. 

  Customer Answer

  Date: 02/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  Date:12/16/2024

  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.

  I keep receiving bill from Falck indicated balance of $619.73 ( $413.45 mileage charge), according to insurance EOB CA: AB-716 prohibits ground ambulance provider from billing to or collecting from the Enrollee in excess of effective in-network Plan cost-share amount. The in-network cost-share applies to both in-network and out-of-network claims.I contacted Falck multiple times regarding the issue however representative unable to assist and stated we just need you to pay this amount.

  Business Response

  Date: 12/20/2024

  Hello, 

  We apologize for the delay as we investigate this matter. We initially did not have your insurance information on file, with accordance with AB716, you received the bill with the amount of $619.73, giving an uninsured discount added. We then received your insurance information and billed ***************** Healthplan. The health plan did not pay within accordance of AB716, and underpaid the claim. We have appealed the claim on our side to encourage them to reprocess the claim. Your claim is currently on hold from billing while we are in communication with your insurance provider. If you have any further questions, please contact our patient experience team at ************. 

• Initial Complaint

  Date:10/31/2024

  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've been attempted to contact Falck multiple times ************** calls) with no response from their customer service team. We've repeated been ask to complete the Patient Signature Authorization which we have done online and by mail. We have two forms of insurance and they have not provided next steps or confirmation on resolving this bill. Our family have tried to call within business hours to their customer care line ***********) and failed to be connected to anyone during business hours (the call gets disconnected).We have two forms of insurance and this should not be the bill expected to pay out of pocket.

  Business Response

  Date: 11/04/2024

  Hello, 

  We do apologize for your frustration. It seems that you have been reaching out to an old phone number, which could be the cause of you not being able to get through. One of our representatives will reach out to you and take care of your concerns. Your representative form has been received and updated. Again, we are sorry to hear about the frustrations this has caused, feel free to reach out to us at ************.

• Initial Complaint

  Date:10/22/2024

  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.

  On March 27, 2023, I received ambulance services from ****************************, which is operated by Falck Mobile Health Corp. My health insurance provider, *****, processed the claim and determined that I am responsible for $325.37 after insurance adjustments. However, Falck sent me an initial bill that contained discrepancies, and I immediately disputed the charges while waiting for my insurance to provide the correct amount.Despite the fact that my insurance corrected the claim and confirmed my responsibility was only $325.37, Falck issued an incorrect second bill. Instead of clarifying the charges or providing a proper explanation of the discrepancy, they forwarded the bill to a debt collection agency, ***************************** without any further communication or opportunity for resolution. The collection agency is now attempting to collect $562.77, which is significantly higher than what my insurance confirmed I owe.I have since disputed the charges with both Falck and the collection agency, but neither has provided a clear explanation or addressed the difference between what my insurance provider states I owe and the inflated amount they are trying to collect. Falcks failure to communicate or resolve the issue before sending the bill to collections is unfair and has caused unnecessary stress and harm.Desired Outcome:I request that Falck Mobile Health Corp:Retract the collection action and allow me to resolve the issue directly with them.Provide a corrected bill that aligns with the amount my insurance provider confirmed I owe ($325.37).Cease any further collection efforts for the incorrect amount of $562.77 and update my records accordingly.I believe it is reasonable to expect clear communication and an opportunity to resolve billing disputes before involving a collection agency.

  Business Response

  Date: 10/30/2024

  We do apologize for the delay in response to this complaint. We wanted to thoroughly investigate the matter so we can accurately respond. 

  Our records indicate that we submitted a claim to ***** for $3,176.40. According to Aetna, they paid $591.83 on 05/31/2023, applied $65.76 towards the patients coinsurance, applied $34.97 towards the patients deductible, and underpaid the claim by $2,483.84. Aetna reprocessed the claim and paid $2,021.80 on 08/15/2023, bringing the total amount paid towards the claim to $2,613.63. Per Aetna, they applied $290.40 towards the patients coinsurance, applied $34.97 towards the patients deductible, and underpaid the claim by $237.40. This leaves a remaining balance of $562.77 as the patients responsibility (coinsurance, deductible, and underpaid amount).
  
  Please note that Falck is not a network provider with ******We do not have a contract with *****, and thus we do not negotiate or accept discounts on our claims. Any monies not issued by ***** will be deemed the patients responsibility.
  
  We encourage the patient to contact Aetna if they feel that the proper benefit level has not been applied to the claim and to file an appeal. Specifically, they should dispute the underpaid amount of $290.40 and inform Aetna that Falck is balance billing them for this amount.
  
  We understand this process can be time-consuming and requires action. The patient may contact Credence Collections at ************ to establish a suitable payment arrangement. This arrangement will keep the account in good standing while the patient files an appeal with Aetna. Credence Collections does not report to the credit bureau, so the outstanding balance will not affect the patients credit standing.

• Initial Complaint

  Date:10/17/2024

  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.

  I have paid my bill in full and the keep sending me a new one.

  Business Response

  Date: 10/18/2024

  Hello,
  We are truly sorry to hear about your frustration. After reviewing your account **********, we noticed that an insurance payment was received on 8/19/2024, leaving a patient responsibility of $2,494.54. It appears we have not received any additional payments to the account. If you have sent or processed a payment, please reach out to our Patient Experience Team at ************ so we can look into this further for you.

• Initial Complaint

  Date:08/07/2024

  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 used their services on 7/11/23, received a bill, and promptly paid it on 9/24/23. Falck has tried to re-bill me again twice, most recently on a statement dated 7/31/24.Falck's own system shows that the billed amount was paid on 9/24/23.Negligence or stupidity might explain why the first re-bill was sent. The second re-bill attempt, more than a year after services were rendered, points to consumer fraud instead. Perhaps Falck is so incompetent that it routinely re-bills customers nearly a year after the initial bill was paid in full. Falck needs to give written confirmation that the re-bills were sent in error, correct its collection system, and cease attempts to re-bill me for payments that had already been made.

  Business Response

  Date: 08/08/2024

  Currently,  your account reflects a zero balance. Our systems experienced a glitch, which caused statements to be mailed/texted/emailed out in error. Please disregard the statements, SMS, emails you received as it was sent mistakenly on our end. Our IT department is currently working on resolving the system glitch. I sincerely apologize for any inconvenience this may have caused.
  
  Thank you for your understanding.

  Customer Answer

  Date: 08/09/2024

  While there appears to be nothing more to be done (we'll see if Falck manages to fix its "glitch" and avoid sending a third re-bill), Falck's response is not credible.

  If the response is to be believed, Falck's system has "glitched" at least twice in the last year--months apart--and Falck has been unable and/or unwilling to correct its system, notify consumers that the bills were in error, or send out correct notices during the past year.

  Business Response

  Date: 08/15/2024

  Hello, 

  Please use this response as confirmation that your account is paid in full. We are working to resolve this issue and ensure that we are diligently working to prevent issues like this from happening in the future. Thank you for your patience. If you would like further confirmation, please email us at: ******************************** and we can send you confirmation via email/mail. 

• Initial Complaint

  Date:08/06/2024

  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.

  Falck keep billing for a service I have already paid for. I have tried calling the several times. I keep getting placed on a 12 minute hold only to be disconnected. I have a receipt for the payment with I have also emailed to them.

  Business Response

  Date: 08/07/2024

  Hello, 

  We sincerely apologize for the recent invoicing, we had experienced a technical glitch, and you invoice was sent in error. Please disregard the recent communication as we have worked to resolve this matter. 

  Customer Answer

  Date: 08/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************