Complaints

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

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  Lifeguard Ambulance Service

  4340 Avalon Blvd Milton, FL 32583

• 

  Lifeguard Ambulance Service

  4340 Avalon Blvd Milton, FL 32583-2858

• 

  Lifeguard Ambulance Service

  1430 Harrison Ave Panama City, FL 32401-2210

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:09/24/2024

  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.

  This company processed an ambulance ride through my insurance company. They accepted the payment from my insurance carrier and are billing me for the portion that my insurance company disqualified. They continue to state that they are "out of network", but my claim was processed as an emergency in network claim and was paid by my carrier. They continue to send me bills for the incorrect amount for my portion and refuse to make a correction. I've gone through my insurance to contact them and received a confirmed EOB for the claim, but this company will not accept the amount that my insurance confirms is what I owe. All I am asking for is a written bill for the correct amount.

  Business Response

  Date: 09/25/2024

  Good morning,

  We received your complaint and looked into the details of the ambulance bill.  Your insurance paid part of the bill, which left a remaining balance of $880.77 which is being applied to your deductible with your insurance company.  

   

  If you have any further questions or need any more assistance, please email me directly at ***********************

   

  Thank you,

  Sharon *******

  Operations Director

  Lifeguard Ambulance Service

• Initial Complaint

  Date:09/24/2024

  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.

  Lifeguard ambulance billing company pretends they ate going to help you with your bill. I applied 3 times for help on 1404.70. 1st I was told we qualified send in application. Denied stating not all information sent. Called what's missing resent application. Denied stating not all information sent. Called 3rd time.. see the pattern. Sent what they asked for Denied again. It's automated denial letter looks identical except date. The only ambulance service in our area. They over charge. My insurance paid what I would of paid. I was having a seizure of course we called an ambulance. Never again! Over 1800.00 to go about 3 miles. They are refusing to help. The compassionate care program they have us a lie and a joke.

  Business Response

  Date: 09/24/2024

  Thank you for reaching out regarding your ambulance bill.  Please contact me directly at ********************** and I can assist in getting some timely communication back to you and answer some of your questions.  

   

  Thank you,

  Sharon *******

  Operations Director

  Lifeguard Ambulance Service

  Santa Rosa County, FL

• Initial Complaint

  Date:06/18/2024

  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 was taken by ambulance from the doctor's office. I was taken not more than 1 mile. I received a bill from ******* for $124.00 for the ride. I just received a bill for $1,183.60 on the back page there was, a list of things that I was charged for (remember 1 mile) EKG, disposable supplies, 3 miles. (no 1 mile), Pulse Oximetry, the only thing done was the tech tried 3 times to hook me up to an IV. which he could not do, black and blue for a week. All these charges are untrue. My insurance is Blue cross of Michigan not Alabama, which was on the invoice. This company has fabricated the service I received. All I got was a very slow rode to the hospital. This is a company I would never recommend, not honest in any way shape or form.

  Business Response

  Date: 07/03/2024

  Good morning,

  Thank you for reaching out.  I am disappointed to hear you did not receive the service expected from our ambulance crew.  Please send me an email at *********************t and I will help navigate your complaint for resolution.

   

  Thank you,

  Sharon *******

  Strategic Planning Manager

  GMR

• Initial Complaint

  Date:06/18/2024

  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.

  my daughter (3y/o female) was taken to the ********* ****** ***** Hospital from the ********* Urgent Care facility in Tiger Point on 9/3/2023. The Urgent care facility made the call to send her to the hospital and she was held overnight for further testing, treatment and observation... We received a bill from Lifeguard for $1161.68 for these services (balance owed after insurance coverage amount). We have challenged these charges multiple times and have received the same response every time that our insurance company denied the total amount that Lifeguard Ambulance Service, LLC (LAS) is charging (BCBS is only covering what they feel is the fair amount for this transport). Further investigation shows multiple complaints of instances where LAS has "balanced billed" the difference to the customers without any justification, just placing the blame/responsibity on the insurance company and patients...LAS is using a federal law to perform exorbitant "balance billing" in times of emergency without any disclosure of what these costs may be...The state of Florida has recognized this unfair practice and has approved a change to this law to combat this unethical practice that LAS operates with...This new law does not come into effect until July 2024, so legally my claim falls through the cracks because of the federal laws in place... My issue is that LAS is requesting an unreasonable rate for a required and needed service that was performed and my insurance company confirmed that this is exactly how they see this and unfortunately they cannot challenge this charge and will not cover any further amount then what they deemed fair and reasonable...I feel that the amount I am being asked to pay be reconsidered to what is fair... the total distance of transport was less than 30 miles...

  Business Response

  Date: 06/18/2024

  Good morning,

  I read through your complaint and would like to see if I can help facilitate some further communication with our billing department.  Please email me at ********************** and please include the transport information and attach a copy of your bill if possible.  

   

  Thank you,

  Sharon *******

  Strategic Planning Manager, South Region

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

  Customer Answer

  Date: 06/24/2024

  
  Complaint: 21863081
  
  I am rejecting this response because:

  I received a call from an agent of the company in which she said that the charges were not going to be changed or reconsidered.  When I brought up a law currently going into affect next month to stop these unfair billing practices s  ch e said that because my event occurred prior to this law taking affect I was obligated to the amount billed. 
  They knowingly are taking advantage of an unfair federal law until the new state law takes precedent in July 2024. 
  
  Sincerely,
  
  Jeremiah *******

  Business Response

  Date: 07/02/2024

  This was a valid bill that was sent appropriately in line with our billing practices.  

• Initial Complaint

  Date:06/12/2024

  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 have spent over a year trying to get Lifeguard Ambulance Services to correctly bill my insurance company. We have contacted multiple times over the past 8 months and received different information each time. Most recent contact was 6.12.24. I was told I would receive a letter 2 times to send to my insurance company to rectify this issue. The letter has yet to arrive. 2 months ago I was told by a different representative there is no such letter. I continue to receive bills and when I contact them no one can provide clear and concise information/instructions how to rectify this issue. My insurance company has called multiple times as well. They continue to give me the runaround and provide conflicting processes to resolve the issue.

  Business Response

  Date: 06/12/2024

  Good afternoon.  We received your complaint and would like some more information to ensure we look into this thoroughly.  Please reach out via email to ****** ******* at ********************** and I will make sure we get you routed to the correct billing representative to get your insurance on file.  

• Initial Complaint

  Date:05/28/2024

  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.

  10/15/23 I was transported to another hospital by lifeguard ambulance after suffering a heart attack on 10/14/23. Since that time, they have been trying to collect $1426.21 from me. I have spoken to them several times, providing my insurance information and also speaking with lifeguard and my insurance provider at the same time. Lifeguard was provided instructions by my insurance provider but never filed the claim. They continued to harass me and have sent this to a collection agency. My insurance company will pay this claim, but as of today, 5/24/24, no one has contacted them. I am seeking assistance from BBB with resolution and also to ensure my credit score is not impacted. Please feel free to contact me with any questions.

  Business Response

  Date: 06/12/2024

  I was able to locate the trip in question. This was sent to collections on 05/23/2024 and was reversed from collections on06/05/2024. We attempted to verify the patients BCBS back on 10/24/2023 and the Member ID provided was incorrect so the patient was billed asking for their correct BCBS ID#. The appropriate ID number was obtained/provided on 05/16/2024 and the trip has now been set to bill to BCBS. Ultimately the trip has been taken out of collections and BCBS is being billed. This should take care of the concern the patient has. Please let me know if anything further is needed.

• Initial Complaint

  Date:08/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  8/2021 I was taken in a lifeguard ambulance to the hospital I never received any documents and I was not able to sign anything as my 02 was in the 60s with COVID After I got the first bill I began the process of applying to have the debt forgiven. I sent all the documentation and several months later got another bill. They claimed they never got the documentation. So i sent everything in certified mail. When I got the 3rd bill I had proof they had my documentation but they said they received it in November when the US Post Office said it was signed for in September. This was November 2022 and I have not heard anything until August 2023. I have met all the requirements for the debt forgiveness. I have spent hours on the phone with supervisors and others. Can I please have this debt forgiven? I'm a single mom with 3 kids. I'm doing all I can and need help now!

• Initial Complaint

  Date:08/08/2023

  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.

  On Sept. 2, 2022, 911 had to be called to my house due to passing out/light headedness and a drop in blood pressure (lingering effects of recent hospitalization due to sepsis.) When the EMTs arrived, they checked me out and asked which hospital I would like to go to. I asked to be taken to Sacred Heart ER in Navarre, FL. The head EMT, with Lifeguard Ambulances, questioned why I wanted to go there and I explained that it was close and I had a good experience there when I first got sick. She argued with me and told me that if they took me there I would just "clog up" the system and cause them more work if they had to transfer me to Pensacola/larger hospital later. After going back and forth, I agreed to go to Pensacola, as I was sick and felt pressured. When the bill eventually came and my Blue Cross Blue Shield paid all they would, Lifguard Ambulance services said I owed $933.25. They charged me $19.33 per mile x 28 miles=$541.25. If I would've known how much per mile they charged, I would've insisted on the 6 mile trip to my local ER. What that EMT did was unethical and shouldn't be allowed to get away with. I've tried to get the ambulance service to settle with me via phone and email and they have refused to give me any written responses and won't budge on the bill. They verbally said that I could get my medical records from them, but I submitted that request 3 weeks ago and have yet to receive the records.

  Business Response

  Date: 09/27/2023

  We are unable to respond to this specific complaint without a release from the patient due to HIPAA regulations. There are pertinent medical records in regards to this patient that are protected by federal regulations. Please work with the patient and our records division. Patients seeking medical and/or billing records may submit their request via the Medicopy patient care
  portal at *************************
  Medicopy may be contacted at ***********************, and please request a release from HIPAA for this complaint. Medicopy may also be contacted at 866.587.6274.

  Business Response

  Date: 09/28/2023

  It appears that the patient signed and agreed to services rendered. I will need a signed and notarized letter requesting write off the milage fee to submit to the regional director to be considered. 

  Business Response

  Date: 09/29/2023

  Billing adjustment has been requested by the local operation and will be up to the corporate Regional Director to approve. 

  Customer Answer

  Date: 10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20436503, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Samuel ******

• Initial Complaint

  Date:01/11/2023

  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.

  To Whom it May Concern, I write this letter to express my dismay and experience with Lifeguard Ambulance Service bill of over $800.00.. I am a 70 year old female on on Aug. 3rd, 2022, I tripped and fell in Walmart parking lot in Pace, Fl. I knew that my left leg was broken. In pain I lay there calling for help. People in the parking lot rushed over to me and tried to help me but I could not stand at all. I asked them to call an ambulance, which they did. I was taken to ***** **** ******* ****** in Milton, FL, and was immediately sent into surgery. The left leg was broken just below the hip. **I have Medicare and Tricare for Life insurance and the ambulance service under these conditions is covered. I was NOT ambulatory. I have been told by Tricare that they cannot pay until Medicare pays. Medicare will not pay because they say there is no proof that the ambulance was necessary. Spoke with Lifguard Ambulance service and they stated the EMS person at the scene coded it incorrectly by NOT stating that I was NOT ambulatory. That is not my fault . I couldn't even stand let alone walk over to my car and drive myself to the hospital. **I spoke to Tricare and Medicare and was advised the only thing I could do was file an appeal for THEIR MISTAKE". Like I said, I'm 70 and have been diagnosed with clinical depression and anxiety and mild memory loss. I would have to hire an attorney to file an appeal and that would cost more than the ambulance bill. I finally just gave up..The stress and angst have really taken toll. I called and asked for a payment plan. They agreed to $52.00 per month. I called back to ask for documentation of the agreement. I was told no such documentation could be given. They have my bank info for auto deduction. So, to sum up, I'm paying for something I shouldn't have to pay for because of Lifeguard Ambulance Service's ineptitude, and now that I asked for documentation that they are being paid on a plan and refused is unbelievable.

  Business Response

  Date: 01/12/2023

  Greetings, 

  My name is Jason ****** and I am the newly appointed EMS Chief for Lifeguard Ambulance in Milton, Florida. Although I understand this incident was long prior to my arrival I will be happy to investigate the details and see if there is anything we can do to work with the insurance provider. We also have patient advocates that may be able to help, if she has not already spoken to an advocate. Our billing department is not locally operated and my understanding is there may be multiple layers of the billing cycle. The Lifeguard EMS personnel do not "code" the bill, they create a patient care report and that report is then coded by billing. I have requested that report and will look into the on scene care and treatment to see if there was a failure on charting on the part of the EMT. Please feel free to call my office to set up an appointment to speak in person. ************. 

  Customer Answer

  Date: 01/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18722627, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Laura ******