ComplaintsforSunstar Emergency Medical Services

• Initial Complaint

  08/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November ****** I went to a regular routine appointment with ***************************** at access health *********************************. At the end of the exam the doctor left the room and two sunstar employees came in with a ****** and demanded I get on. Next thing I knew I'm at **********************. I was not asked if I want an ambulance I was not asked if I wanted to go to the hospital I was not asked if I wanted to follow up with a cardiologist Nothing serious was found and I left Fast forward 2024. Sunstar sends me a bill and tells me they did not know my address phone number or health insurance. Further sunstar told me they sent the bill to Gulf Coast collection bureau. I tried many times calling this gulf coast collections bureau but could not leave a message nor did any prompt I pressed connect me with anyone After several hours of wasted time calling around I finally got someone at access health to confirm they and the ****************** gave sunstar mg contact insurance information. I am asking noore than to receive an apology for lying to me and will let them the amount j would have laid them had they used the insurance information they were given and get the account out of collection assuming they're not lying about that too. It's u usual for a collection Agency not to contact me for over four years so I still don't know if it really is in collections

  Business response

  08/28/2024

  After careful review, it has been determined that the patient is no longer financially responsible for this transport. The claim has been recalled from the collection agency and I have confirmed that the reason for no contact with the patient was due having no viable contact information, the collection agency confirmed that nothing was processed with the account other than a confirmation of receipt. I have left a message for the patient on his voicemail with a call back number in the event there are any further questions. Please accept our sincere apology for the confusion. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asked to go to hospital on may 28th called them to 1231 lakeview re clearwater fl . Name is *************************** .sunstar denied me and sent me to another location causing me to go unresponsive due to severe dehydration and they ended up making me loose my cell phone wallet money and shoes and I want to get my things paid for and I hired a attorney had to go to another hospital for treatment . Have vertigo ever since and in explained dizziness

  Business response

  06/04/2024

  We have received your complaint and are investigating it. We will reach out to the customer if we have any questions. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called the ambulance for transport to the hospital thanksgiving evening.Im a dialysis with chronic kidney failure.I told them my problem was fluid overload & I needed dialysis asap.I couldnt breathe and was losing oxygen and consciousness.I was discharged the next morning and discovered they has cut the sleeve on my one Of a kind hoodie from the wrist to the shoulder and remove my continuous glucose monitor and threw it away.My problem had nothing to do with blood pressure and excessive practices to get a blood pressure was not needed.My hoodie could have been easily removed and the continuous glucose dos not need to be removed to take my blood pressure.

  Business response

  01/08/2024

  The patient was contacted by the Pinellas County EMS ***************** Coordinator with more details received.  A ***************** Review has been opened and the matter will be investigated fully by the Office of the Medical Director and follow up provided directly to the patient of the results of the review.  Communications will be made directly with the patient due to HIPPA related concerns.  

  Customer response

  01/08/2024

   
  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

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11-02-2023, I was wrongfully ***** Acted. I was not suicidal and I never have been, nor did I cause harm to myself in any way shape or form. I expressed this fact to all parities involved. The Pinellas County officers (2), the Sunstar Ambulance personnel, and BayCare medical facility.There was no medical need for an ambulance. I submitted a Financial Assistance application with BayCare. I was notified today that my bill was zeroed out and that my application was approved.I called Sunstar today (11-21-2023) and explained that my application was approved by BayCare.The Sunstar representative informed me that they don't offer financial assistance to and will not negate the $1045.99 bill.I haven't paid Sunstar anything. I can't afford it and I do not feel that I am responsible to pay them because the service was not needed.I am unemployed with no unemployment or medical insurance. There was absolutely no need for medical transport; none.Pinellas County should pay the bill.I want the bill to be adjusted to $0.00.

  Business response

  11/29/2023

  Florida Statute Chapter 394 allows a law enforcement officer to initiate an involuntary examination of a person who without treatment or evaluation will cause potential harm to themselves or others in the near future, as evidenced by recent behavior. The Pinellas County *************** initiated the involuntary examination of the patient under the before mentioned statute. Sunstar is not party to the application of the ***** Act evaluation. Its role is to provide safe transport to the appropriate hospital or ***** Act receiving Facility. Sunstar is not affiliated with any Law enforcement agency or hospital. Sunstar as a County Government Public Utility Model (PUM) cannot waive or reduce it fees in accordance with the presiding Florida ****** of ********* Generals opinion that modifications to es for public services constitutes giving a public benefit to a private citizen.If making payment in full is difficult, the patient can contact our office at ************ to set-up a no-interest payment plan.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My minor daughter was transported from an in network facility to an in network facility by this out of network provider--sunstar. It was a non emergency situation and we were not notified or consulted as to provider. Classic surprise bill

  Business response

  05/26/2022

  Business Response /* (1000, 6, 2022/05/06) */ Pinellas County EMS d/b/a Sunstar has reviewed the transport details and has found the processing of the claim in question was properly adjudicated. The patient's scheduled interfacility transport was arranged by a health care facility to take patient for continued care from St. Petersburg, FL to Orlando, FL. The total charges for this transport were $2112.27; with a base rate $675.81 and mileage of $1436.46. The patient's plan allowed coverage in the amount of $1024.32 for this service. The patient's plan applied $1087.95 to the patient's responsibility. Attached is the explanation of benefits demonstrating what the patient's plan paid and what was applied to patient responsibility. The term "allowable amount" pertains to the monetary amount your insurance carrier will cover regarding a particular service based upon the specific provisions of the coverage plan in which the patient is enrolled. What the patient's plan allows for nonemergency ambulance transport does not negate the cost of the service and the patient's guarantor is financially responsible for any portion not covered by their insurance carrier. You are encouraged to contact your insurance carrier for specific details regarding plan coverage. The newly enacted No Surprise Act you referenced went into effect on January 1, 2022, for services rendered after that date by out-of-network providers, however it does not apply to ground ambulance services. It may be beneficial to follow up with the facility that scheduled the transport if they did not discuss transport options and cost with you in advance. As of 5/5/22 we have adjusted your account to allow an additional 30 days to coordinate with your insurance carrier and/or facilities. If you would like to set up an interest free payment plan, please reach out to us we are happy to assist. Please contact Melissa H**** or Kimberly G**** direct for any further assistance: Melissa H**** - XXX-XXX-XXXX, ******@pinellascounty.org Kimberly G**** - XXX-XXX-XXXX, ******@pinellascounty.org We sincerely hope you and your family are healthy and well. Consumer Response /* (3000, 8, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was always going to be the response, right? It isn't our fault, it is X's fault. And, in the end, the consumer gets stuck with the mistake that the businesses made. Sunstar should contact John Hopkin's All Children's and get them to pay. Business Response /* (4000, 10, 2022/05/12) */ It is unclear in your rebuttal what mistake has been made. The processing of the ambulance transportation claim with your insurance was reviewed in detail and it was determined to be properly adjudicated. Sunstar was requested to conduct a scheduled interfacility transport, services were rendered, and the claim was billed to the patient's insurance. Sunstar does not have knowledge of the terms of your insurance plan or what it will pay until we bill the insurance provided. Per Humana's Explanation of Benefits (EOB) they have informed us that the remaining balance of $1087.95 is the patient's responsibility. The contracted terms of a commercial insurance plan such as Humana are between the enrollee and insurance carrier. Factors that drive the amount an enrollee's plan will pay includes premium costs, deductible amount, etc. For example, there are scenarios where one Humana plan pays Sunstar's retail rate in full, while another Humana plan may not, based on the plan's specific coverage. It is not our role to negotiate payment on your behalf from All Children's Hospital.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/3/2022 I received an invoice from Sunstar Medical Services in my husband's name. The invoice was for an ambulance ride in St. Petersburg Florida on 1/9/2022. My husband has never been to Florida (we live in NC) so I called Sunstar on 2/4/2022 to explain that this must be a mistake. I was told on that call that Sunstar would review our case and I gave them our phone number. We did not receive any additional communication from Sunstar so I called again on 2/22/2022 and was told by another representative that reviews take 30 days and it had not yet been 30 days. The representative confirmed the phone number they have for us on file and stated that they would contact us once the review was completed. On 3/7/2022 we received yet another invoice from Sunstar for the same amount with a due date of 3/15/2022. I called Sunstar on 3/15/2022 and asked for an update on the review that they told me would be completed the first week of March. I was told on 3/15/2022 that the review had not yet been completed as it had started on 2/22/2022. I informed the representative that the review was supposed to begin with my call on 2/4/2022 and she told me to "give them more time". I again confirmed our call-back number and told the representative that I would be contacting the BBB since others had complained of a similar experience with this company. My husband has never been to the state of Florida. I am simply asking for the invoice to be deleted/removed since it was clearly sent to us in error.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/25) */ Contact Name and Title: Melissa H****,Billing Mgr Contact Phone: ************ Contact Email: ******@pinellascounty.org Mrs. ***** did contact our customer services call center regarding an ambulance bill received in her husbands name. Upon receipt of this complaint the audio of each call was pulled and reviewed. Melissa H****, Billing Services Manager, reached out immediately and made contact to reassure her that we would resolve this for her soonest and to not worry as this was not a case of identify theft, but the result of a human error tied to the person confirming the billing info. The account was placed on hold while in review to ensure that it would not continue through our billing cycle. During our review it was determined that the specialty software used to confirm the most recent patient demographics returned multiple results and the wrong person was selected and billed. The type of billing error that occurred in this instance happens very infrequent, but can occur when an individual has the same, or similar, identifiers (Name, Date of birth, SSN). I confirmed with Mrs. ***** on March 25, 2022 that her husbands information has been removed from the account and that she will not receive any further invoices. Additionally, I apologized for the delay in resolving her issue as the account should have been placed on a hold during the initial call while we looked into her dispute. I have supplied all of my direct contact information to Mrs. ***** in case she has any further questions or concerns she can follow-up. Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩