ComplaintsforAmerican Medical Response Inc

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There are 2 bills. 2/18/2024 trip # ***-07023970-00 and 10/2/2023 trip # ***-06891273-00. I went by ambulance both dates to OHSU Tuality emergency department. I had reached out my out of pocket maximum for 2023 & 2024 at the time of both incidents. Coverage should have been paid in full by insurance, if they'd billed my insurance correctly.My insurance company, Blue Cross/Blue ********** tried to get the bills paid for months. AMR billed the insurance incorrectly. As per BC/BS. I was too violently ill both times. They've continuing refused to code the charges correctly for insurance to pay the bills. I've reached out to them biweekly starting in January 2024. In May 2024 I requested financial assistance forms with AMR. I sent them all the information the forms required. 3 months of paycheck stubs, bank account information and monthly expenses. I was laid off from my company, as of July 2024. I didn't know how much I'd get from unemployment, at the time. I currently only get $359 per week from unemployment. 6/20/2024 I faxed over my information to AMR business financial. 6/21/2024 Called & asked if they'd received the financial information. I was told they hadn't received the fax. I sent the required information again 6/21/2024. AMR said I'd be notified by letter mail, when they received my information. The only correspondence they've ever sent me are just the bills. None confirming they received my financial assistance or a decision of my requests. 7/1/2024 I called again regarding my paperwork I sent. They said no decision has been made yet. 7/1/2024 I spoke with Blue Cross/Blue Sheild. They confirmed the bills would be paid 100%, if AMR rebilled my insurance. They've told ********* Cross/Blue Sheild several times, they won't rebill insurance. Balances would be paid 100%. They've never notified me regarding paperwork or a decision. 03/01/2024 BC/BS haven't received the bills. Thank you for your attention.

  Business response

  08/20/2024

  August 20, 2024
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  
              RE:       Ambulance Transport
                          BBB Case number: ********
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  The consumers concerns have been thoroughly reviewed. Date of service 10/02/2023 was paid in full by the consumers insurance and date of service 02/18/2024 was denied by the insurance. The trip was reviewed and determined to be billed with the correct coding.  At this time, the consumers financial assistance application has been processed and approved for 100% waiver of the bill. There is no balance remaining on the consumers account.
  
  Should the consumer have any further questions, please contact our customer ********************** department at **************.
  
  Sincerely,
  
  
  ************
  Patient Advocate
  American Medical Response

  Customer response

  08/20/2024

   
  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

  08/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an ambulance ride back in 2023 on the 9th of May. I had tried to apply my insurance to see if anything was covered on my ride. Im not sure if Im allowed to post the exact dollar amount so I will refrain from that but it was more than I could afford at the time. I was then shortly after, offered a discount of about a third of the bill. Insurance still had not gone through so I decided to wait it out to see if insurance would cover anything. Fast forward to May of 2024, I get an email that says my bill is ready to be paid and as I look into it insurance didnt cover anything. I was a little upset but I then made contact with AMR to see if they could offer me a discount, preferably the one they had given me the previous year. I talked with a nice lady and she told me that I could not get that same discount but she could offer me a discount of about a fifth of the bill. Of course it wasnt the discount I wanted but I said well Ill go ahead and pay the amount after the discount. I paid it and I noticed that the discount had not been reflected on the AMR website. I waited a few days and called them and I spoke with a gentleman and he had told me that the balance will show $0 once everything updates in their system so I had nothing to worry about. The due date eventually passed and I still had a balance on the AMR website so I call again and I spoke to the same lady I did when I had to make my payment and she had told me that they needed a few more days for their system to update. I am now typing this a month later and I still have not seen any update in my balance. Ive seen some of the nightmares people have faced with this company and the employees are as nice as can be and I truly appreciate them for that, but their billing department needs massive work and for that alone I would beg people to not use these people as Ive just been getting led down the road with no real solution to my issue.

  Business response

  08/13/2024

  August 13, 2024
  
  Better Business Bureau
  ****************
  Meridian, ID *****
  
  
  RE:      Ambulance Transport
                          BBB Case number:    22089986
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  The consumers concerns have been reviewed and the discount was applied to the consumers account. A zero balance statement was mailed to the consumer. We would like to thank the consumer for bringing his concerns to our attention.
  
  Should you have any further questions,please contact our customer ********************** department at **************.
  
  
  Sincerely,
  
  ************
  Patient Advocate
  American Medical Response

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On the date in question 07/13/23, a call to 911 was made from our home by my daughter's friend. She was concern since my daughter had taken pills there were not prescribed to her. The fire department and American Medical Response responded to the call. Upon both agency evaluated the situation and acknowledge no immediate danger to my daughter the fire department decide to leave. AMR stayed behind, my husband was going to drive my daughter himself directly to the hospital for evaluation. AMR tech at this point said that they would transport her and that no charge would be applied to this trip since it was a mental transport, multiple witnesses were present. Upon agreeing on the no charge transportation my daughter was transported to the hospital. After 6 month we received a bill from AMR saying that would would be responsible for $4944.37, after our insurance had been billed and paid a portion. Again my insurance should have never been billed in the first place since we were told NO charge for that transport. Now I have been fighting this bill for over a year and every time I call them, I'm told no worries, your account is still on hold, but nothing is been done about closing it. I'm not sure if you can be of any assistance. Thank you.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My son was transported by ambulance on August 27, 2021 from one hospital to another hospital. AMR billed my health insurer 2099, my insurance covered ***** and I paid them my deductible of 250. Earlier this year, I received a reimbursement check from AMR indicating that they had did an accounting and that I was entitled to a refund for overpayment. Months after that, I received a statement in the mail indicating that there were charges owed. They state that the total billed amount is *****, my insurer paid them ***** and that I OWE THEM *****. I called them months ago, spoke with someone who was clearly in another country who claims to see the error and that they would submit the account for review. Lo and behold today, I received another bill indicating that I owe them *****! How? You have been paid and you are illegally billing me more than the charges even were. This is very frustrating and an obvious error. Please get this together and leave me alone. You have been paid.

  Business response

  08/07/2024

  August 7, 2024
  
  Better Business Bureau
  PO BOX 191279
  *****, ID *****
  
  
  RE:      Ambulance Transport
                          BBB Case number:    22051990
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  The consumers concerns have been reviewed. The insurance carrier originally processed claim and paid leaving patients responsible for $250.00 and consumer paid their portion. In August of 2023, the carrier requested a refund as the claim was processed in error for payment however services were later determined to be non-covered. At this time, due to the age of the account, the charges will be written off.
  
  Should you have any further questions,please contact our customer ********************** department at **************.
  
  
  Sincerely,
  
  ****************
  Patient Advocate
  American Medical Response

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife injured her ankle at ************************ in **. I was preparing to take her myself to the hospital. Someone called 911 and Rural Metro showed up.A Rural Metro firefighter said I should allow them to treat my wife (aka wrap her ankle) since their services would be covered by our medical insurance. Because it usually is. Then they said they wanted to give her an IV. We declined and the Rural Metro firefighter persisted again saying this is all covered by insurance. This was a scheme to get paid for showing up when there was no need when we originally declined.Since then, Rural Metro sent me a single line item bill (nothing itemized) to cover a very overpriced service. When I called them, they indicated they do not bill insurance and that this information was incorrectly communicated to us, but that isn't their problem.I reminded them that we didn't need their service. We didn't call 911. Their employee misled us to believe they would bill insurance for this.I'm happy to pay for services I've agreed to pay. The situation didn't require an "emergency response" such that a conversation could not happen about their intent to charge for the service. I would agree that if it were truly an emergency where no "cost" conversation could reasonably happen, I'd be happy to pay as the service likely would have been needed and accepted without hesitation.In speaking with ************************* with Rural Metro billing, it's clear she is part of the problem. I realize she's paid to collect at any cost an suggest court. Clearly they've been down this path and have determined the likelihood of small claims court proceeding is low, so she stone walls. Based on their BBB rating and number of complaints, this is common practice with Rural Metro. They are not willing to take accountability for their actions. Although they provide what appears to be needed service, this business takes advantage of people in an unethical way with a strong arm approach to force people to pay.

  Business response

  08/05/2024

  Rural Metro responded to an EMS call for a fall injury at ***** Pass. The fire department arrived on scene and rendered services to *****************************. Per our records we splinted and wrapped the patient's ankle, obtained vitals and administered medications. The area that the patient was injured in was in an unincorporated area, so the fire department services are provided by Rural Metro. Rural Metro is not a taxed based fire department so when we respond and render services, there are charges incurred for the services rendered. 

  Customer response

  08/06/2024

   
  Complaint: 22051485
  
  I am rejecting this response because:

  1. I didn't call Rural Metro as we didn't feel it was necessary.
  2. When Rural Metro did arrive, because someone else called, their employee communicated inaccurate information indicating this was covered by our existing medical insurance and to allow them to provide medical services. Rural Metro doesn't bill insurance so this was a lie. This is the main issue.
  3. Although the services that were provided were helpful (splint and medicine), they were not necessarily needed and likely would have been denied knowing that they would be billing a flat high priced fee independent of insurance.

  When the situation accommodates a conversation (because it's not an emergency) about services being provided and that they will not be covered by insurance but billed directly to the individual, I realize more customers may decline their ***********************. My complaint is that the situation accommodated the communication and Rural Metro communicated false information to justify a payment at a later date.

   Sincerely,
  

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received an invoice from AMR for services from 12/29/23 invoice shows printed 6/7/24 contacted ******** the said that AMR took a credit and they tried to bill me for it. I received the invoice on 6/17/24 called them and questioned the invoice because my mom got quite a few ambulance rides from AMR over 5-months and never had an outstanding balance after ******** and AARP. After being told by ******** to call AMR I called AMR on 6/18/24 to let them know that ******** recommend that they compare previous invoices and they would see their mistake. They turned it into collections on 6/28/24 10-business days later I contacted ******** they are sending me paperwork showing that AMR took a credit and are trying to get me to pay for their mistake. I contacted the collection agency and they said that they were told that this was an outstanding invoice from last year. How can you turn this in after me only receiving it 10 days earlier? They need to do more on their side to correct their bad paperwork before wasting my time and sending this to collections.

  Business response

  08/05/2024

  August 5, 2024
  
  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  
              RE:     Ambulance Transport
                          BBB Case number:    22038737
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  The consumers concerns have been reviewed.  ******** initially paid and then recouped their payment.  There was no credit initiated or taken by AMR.  The consumers account has been cancelled back from collections and the facility will be billed for services rendered.
  
  Should you have any further questions,please contact our customer ********************** department at **************.
  
  
  Sincerely,
  
  
  ****************
  Patient Advocate
  American Medical Response

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2023, I received an ambulance ride by AMR. Subsequently, AMR filed a claim with my insurance provider, ********** Blue Shield (BCBS), who paid AMR (dba Lifefleet Southeast) as an in-network provider, leaving me to pay $29.94. However, AMR began to balance bill me the remaining amount ($770.68), even though the claim had been processed and paid by my insurance company at the contracted, in-network rate. My insurance provider repeatedly confirmed that AMR had been contractually in-network at the time the services were rendered and AMR should not balancebillme. They also stated that AMR and BCBS were in a legal dispute over the matter. AMR agreed to put my account on hold while the legal teams were disputing the issue and BCBS also agreed that the account should be put on hold until the legal parties resolved the matter. However, AMR did not keep my account on hold during the legal proceedings and recently sold my information to a debt collector, who is harassing me for the remaining amount. I do not owe the amount the debt collector is trying to collect ($770.68) because it was either covered through the in-network claim paid by BCBS, or because if AMR was truly out-of-network, BCBS would pay them a different amount, thus changing the amount I owe. It was unethical and inappropriate for AMR to sell my account to a debt collector given that there is an ongoing legal dispute and no resolution to date. I would be more than happy to pay the correct amount owed to AMR once the insurance provider, BCBS, and AMR agree on what that amount is and whether or not AMR was an in-network provider at the time services were rendered. Given the way AMR has handled this situation, I will be filing a complaint with the Office of the Florida Attorney General and the ************** of ********* Regulation. I will also be reaching out to the U.S. ********** of ****** and Human Services and my state representative for being wrongly billed in this surprise billing matter.

  Business response

  08/14/2024

  August 14, 2024
  
  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  
              RE:                  Billing Inquiry
                                      BBB Case Number:    22029233
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns.  American Medical Response (AMR) values our customers, and strives to provide quality **********************.
  
  Our office reviewed the consumers account and made contact with the consumer.  At this time the account has been canceled from collections.  The account is under review to have the appropriate adjustments applied and the consumer will receive an updated invoice.  Please accept our sincerest apologies for any inconvenience this may have caused.
  
  Should the consumer have further questions, I may be contacted directly at **************.
  
  Sincerely,
  
  
  
  ******************
  Patient Advocate
  American Medical Response

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 9, 2023 I received ambulance services from American Medical Response for transportation to the emergency room. Approx. 2 months later, I received my first bill for the services. Over the next 6 months, my two separate insurance claims were denied. By 12/2023, I filed a grievance/appeal with my insurance per policy before being allowed to file a complaint with the **** of ********* for resolution. My health plan policy covers 100% of **********************, so this was the financial obligation of the health insurance plan. By Jan 2024, AMR sent my account to a collections agency. I called AMR and the collections agency explaining that my insurance was still pending approval and they denied my request for an extension on payment due date. The notice from the collections agency threatened to damage my credit and impose late fees if not paid in full. Faced with these consequences, in March 2024 I paid $2,342.41 to settle the debt. By May, I received a notice from my health insurance that they finally approved my claim (after **** of ********* got involved) and issued a check to AMR on my behalf for the same amount. On May 29, I called AMR inquiring about my refund for overpayment. The representative told me that they had received both payments and that it would take 30 days for the refund to be issued to me. After not receiving the refund, I called back on June 28th. This time the representative told me the refund was still pending and to call back in 2 weeks. I called back on July 19th, 2024 and asked about the refund status. The representative told me "give it more time". I asked how much more time and she just repeated "give it more time". I informed the representative that I was initially told my refund would be issued in 30 days to which she responded "we are not supposed to give a deadline". I have not yet received the refund I am owed. I have repeatedly called to get the status of the refund which they have not provide a satisfactory response or resolution.

  Business response

  07/30/2024

  July 30, 2024
  
  Better Business Bureau of ******
  Po Box 191279
  *****, ID *****
  
  
  
  RE:      Billing Inquiry
              BBB Case Number: 22016390
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns.  American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  AMR contacted the consumer by phone and discussed her concerns.  Currently,the account is in review to bill the secondary insurance.  We will follow up with the consumer directly with further updates on status of her refund.  We apologize for the delay and would like to thank the consumer for bringing her concerns to our attention. 
  
  Should the consumer have further questions, I may be contacted directly at **************.
  
  Sincerely,
  
  ******************
  Patient Advocate Team
  American Medical Response

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please reopen complaint ID # ******** as it is still unresolved. On 7/18/2024, I received a bill from AMR mailed to my address for ***********************. I have no idea who *********************** is, and I am not responsible for paying his ambulance bills, so I have returned to sender. Beginning in July 2021, you have billed my insurance 10 times and now you are mailing me other people's bills. Please explain to me why, after 3 years, you have still not corrected your customer's information and are continuing to bill me? This has gone on for far too long. For the millionth time, please remove my personal information from your system and leave me alone.See my previous complaint details: Case Number # ******** - Reopened 8/2/2023 , Case Number # ******** - 9/18/2022 , Case Number # ******** - 3/25/2022 , Case Number # ******** - 12/15/2021 , Case Number # ******** - 10/19/2021 , Reference #: C00839398 , Trip #: ************* , Claim investigation Reference #: ********

  Business response

  07/29/2024

  July 29, 2024
  
  Better Business Bureau
  PO BOX 191279
  *****, ID *****
  
  
  RE:      Ambulance Transport
                          BBB Case number:    22013561
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  Due to a data entry error the consumers address was added in error. The consumers information has been removed from our files including the insurance carrier. We apologize for any inconvenience this has caused and will be working the account to correct this ongoing issue.
  
  Should you have any further questions,please contact our customer ********************** department at **************.
  
  
  Sincerely,
  
  
  ****************
  Patient Advocate
  American Medical Response
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was taken in an ambulance on Dec 16 2023. After I was billed for the service and I contacted AMR to give them my insurance information so they could bill my insurance company Valley Health Plan. They then stated that I did not have insurance and I would be billed. I informed them that was not true and to bill VHP. sent them a $100 payment for my copay within 50 days of service. I later found out that my copay was $75. I called them at least 20 times asking them to bill my insurance. They said they had and it was denied. I called VHP and asked about the denial and was told they have never billed. I started getting emails,text messages, and bills in the mail. I have gotten at least 20 emails, 15 text messages and 4 mailed bills. I finally photo copied my insurance cards both 2023 and 2024 and attached them to the billing and sent it back to them with a not telling them to bill VHP and not send me another bill. Their response was to send me to collections even though they have not billed my insurance company once. Here it is 7 months later and I am in collections with them for no reason. I dont want to VHP office and called them on speaker phone in front of a VHP agent and was once again told they did indeed bill my insurance and it was denied. At that point the aVHP agent let them know she was on the phone and that she did not have any record of any claim being filed. They confirmed that they did have all my information and the information for my insurance company and that it would take 30 days to get my file out of collections. I had already been told at least 8 times that they were billing VHP. Enough is enough. I dont know what else to do. Please help

  Business response

  07/22/2024

  July 22, 2024
  
  Better Business Bureau
  PO BOX 191279
  *****, ID *****
  
  
  RE:      Ambulance Transport
                          BBB Case number:    21980034
  
  
  Dear Better Business Bureau:
  
  Thank you for taking the time to contact our office with the consumers concerns. American Medical Response (AMR) values our customers and strives to provide quality **********************.
  
  The consumers account has been cancelled from collections and a claim will be filed to the consumers insurance carrier. We would like to thank the consumer for bringing her concerns to our attention and apologize for any inconvenience this may have caused.
  
  Should you have any further questions,please contact our customer ********************** department at **************.
  
  
  Sincerely,
  
  
  ****************
  Patient Advocate
  American Medical Response

*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. ↩