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Business Profile

Ambulance Services

MetroAtlanta Ambulance Service

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 in the **************************** and on 10/1/2024 they called an ambulance to bring me home because I have ** and do not walk, live alone, and had no way home. Not the nurse at the hospital of the ambulance personnel told me they were out of network or I would have not used their services. The personnel were not nice or careful with me. When they got me to my home 17 miles away, they had me sign a paper so they could submit the bill to my insurance company. Their original bill was $2,282.10 and my insurance company paid $673.89. They then billed me $1,608.11. When I called them and told them this was against both the Surprise Billing Consumer Protection Act and the No Surprise Act. His response was, the minute you got in our ambulance you owed us this money. They turned me into a collection agency, Credit Bureau Associates Collection Division. When I called the collection agency, they told me they would dispute this. This extremely high bill should never have been sent to me. I have not paid any of it as of now. All Metro Atlanta Ambulance Service wants to do is collect this money from me.

      Business Response

      Date: 03/07/2025

      After reviewing this complaint, we have closed Mrs. ******** account and recalled it from collections. In her complaint Mrs. ****** also alleges that we are in violation of the Surprise Billing Consumer Protection Act and the No Surprise Act which is inaccurate as ground ambulance services are specifically excluded from both acts. The patient's insurance is Ambetter and there is not a provider in the state that is in-network with them. We have tried unsuccessfully to negotiate a contract with them but they will not negotiate and continue to pay providers at a usual and customary rate they set. This was not well explained to Mrs. ****** so we have decided to close out the account. There will be no further collection activity on this account. 

      Customer Answer

      Date: 03/10/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of no payment due by me, and that my account is closed with them and there will be no further collection activity satisfactory to me.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:01/16/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 not liable for this debt with ************* ASSOC OF GA, ATL AMB SERVICE. they did not provide me with the original contract as requested.

    • Initial Complaint

      Date:10/24/2024

      Type:Order Issues
      Status:
      Unanswered
      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 not responsible for this debt with the ************************************. I have no contract with Metro Atlanta Ambulance Service, and they have not provided me with the original contract as requested.

    • Initial Complaint

      Date:07/02/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 8/24/24 my husband was transported from the doctor's ****** to ********************** Metro Atlanta Ambulance due to having a heart attack. After resubmitting the claim, ***** paid the claim at the allowed rate. Metro Atlanta is trying to balance bill me but they never even sent a bill for the amount, they did not send me a past due notice, they did not try to call me, and they just sent my account to collections. Can a company send you to collections without even sending you a bill or trying to contact you? Now my account is in collections and is going to be reported to the credit bureau at the end of August unless I pay this balance bill.

    • Initial Complaint

      Date:07/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 will keep this short. Metro Atl Ambulance has received money from my insurance and now they want $1,300. from my pocket (I've already met my deductable). The ambulance ride was literally 1/4 mile (*******************, ** to *********************** Now I have a collection on my credit report for not paying.This is ridiculous!!

    • Initial Complaint

      Date:05/28/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 a credit notice in reference to Metro Atlanta Ambulance from ************* and Associates, account # ******* for a ********************** dated 10-7-23 and in the amount owed of $1592.88.Due to this, I contacted Metro Ambulance today 5-28 at 2:44 pm and made them aware that this is inaccurate and that I reported this to issue better business bureau due to inaccuracies in billing and contact from my insurance carrier (Cigna)Cigna made payments of $517.12. In addition, they contacted Metro related to this matter and were working on a resolution. Payment # 1 was made ***** in the amount of $319.54 and the 2nd payment on ***** was $197.58 for a total paid $517.12.I personally contacted Cigna on 3-26-2024 and was given reference # **** and told that ***** was working directly with Metro Ambulance. I contacted them again today in reference to this issue and was told they were going to reach back out to Metro Ambulance.Bottom line, this account is still being worked on by Cigna with the provider and it should not have been turned over to a collection agency.

    • Initial Complaint

      Date:05/06/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Due to a car accident on 12/12/2023 my daughters ************************* ( Run 23-216082), ************************* and wife ***************************** were all taken in a single ambulance to the hospital. This complaint is for incorrect billing for *************************. I will be filling separate complaints for the incorrect billing for ************************* and *****************************. The bills for all three involve the same errors. The billed amount was for $1775. My insurance paid $1056. MetroAtlanta Ambulance (MetroAtlanta) participates in the MultiPlan with my insurance provider requiring them to accept the negotiated rate which would bring my part owed to $186.37, but MetroAtlanta charged me $718.87. I paid the required $186.37, but MetroAtlanta sent me another bill showing I owe $532.50. I request they update the account as required by their participation in the MultiPlan which should result in the balance being zero. This is for Run Number 23-216082. The same adjustments should be made for Run Numbers 23-215885 (*****************************) and 23-216083 (*************************).

    • Initial Complaint

      Date:01/29/2024

      Type:Order Issues
      Status:
      Unanswered
      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 transported to the local hospital by AMR ambulance on July 15, 2023. The bill was $1019.96. My insurance company paid $537.40.The insurance company has said my responsibility is zero as I met my deductible and out of pocket amounts for the year, yet I am getting harrassing texts from AMR as well as paper bills. When I called them to discuss it they are rude and say I owe them the balance. Is there a way to stop this harrasment?

    • Initial Complaint

      Date:12/14/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Ambulance service was provided on 9/10/23. Metro ******* Ambulance billed ***************** a total amount of $1615.00. The discounts applied (due to the fact that Anthem considers Metro ******* Ambulance an in-network provider) totaled $1145.51. The amount paid by Anthem was $422.55, which left a patient balance due of $46.94.As can be seen in the attached document, Metro ******* Ambulance is now sending a second invoice for $608.51 despite having received a copy of the *** showing the Anthem payment (which they said they had no record of when I called in November) and acknowledging receipt of the payment of $46.94.The billing person states that they are disputing the contracted amount with Anthem. That is not a patient problem and they don't get to bill the patient for the balance above what the payer has negotiated. Good or bad - that is not how insurance works. I have paid the patient portion in full and do not dispute what was owed. I am disputing their billing practices.I have had three conversations with the same billing person - twice in November and once today - December 14, 2023. I was given a contact to call named ***** at ************ and have left him a message.Based upon the other similar complaints that have been lodged here against Metro Ambulance, I can see that this is a theme for them. If they don't like the payment from the insurer, they need to negotiate a better contract with the insurer up front.

      Business Response

      Date: 12/15/2023

      To Whom It May ************** have reviewed the investigation related to the handling of the ambulance claim ***************** speaks about in her complaint.
      MetroAtlanta Ambulance has a contract with ***************** and Blue Shield of Georgia, which also covers ********** and Blue Shield Federal members.  We also extend the contracted rate to all ********** and Blue Shield members, including members with home plans out of state. 
      MetroAtlanta is required, per ****, to file all claims through the local office.  The claim ***************** is referring to was billed to **** of GA at our current contracted rate.  **** of GA forwarded the claim to the members home plan for processing. 
      When we became in-network with **** (over a year ago) and entered into their system nationally, MetroAtlantas contracted rates were not entered at the **** of GA contracted rates.  We have yet to find anyone at **** of GA able to help us resolve this on-going issue, despite speaking with multiple representatives. 
      In an attempt to help force the issue, we were left with no choice but to bill the members, providing them with the name of the most recent representative MetroAtlanta has been dealing with.  While it is not the members fault this has occurred, they are the policy holder and, sadly, often times, will have more sway with **** than we do as a provider. 
      It is unfortunate it has come to this but when **** pushed our in-network ***** out nationally, they blatantly failed to push our contracted rate out as well.  So, in effect,our contract is not being honored by **** due to no fault of MetroAtlanta Ambulance. 
      All payments received from **** and the patient, along with contractual allowances, have been recorded on Mrs. ******* account.  The balance remaining of $608.51 is the difference between what **** and ***************** have paid us and the contracted rate we have with **** of GA. 
      MetroAtlanta Ambulance has never and will never employ any illegal or unethical billing practices.  We are merely doing our best, as any company would, to get financially reimbursed at the rate **** agreed to when we signed the contract.  

      Customer Answer

      Date: 12/16/2023

       
      Complaint: 21006344

      I am rejecting this response because the response provides context for the continued billing, but no resolution.  I was provided with the name of ***************************** (may not be spelling that correctly) at the number ************.  I called that number on 12/14/23 at 9:27 a.m. ET.  As of this writing, there has been no return call from this party. 

      The response states that the member is provided a contact with **** on these matters, which is not true (unless the above name is that party). I was given his contact as a means of escalating my complaint, but given no details about his relationship to either Metro ******* Ambulance or to ****.  While the response explains the matter at hand for Metro ******* Ambulance, contract negotiations and deployment of contracts are transparent to members.  The practice of simply continuing to bill members beyond amounts the payer stated is owed is not an acceptable practice.  The invoice provides no breakdown of payments, no explanation of discrepancies and no request from the member for any action.  The people who handle the billing, when called, are not adequately prepared to handle these inquiries and simply repeat that the amount on the invoice is what is owed. Many people will simply pay the invoice to avoid escalation after being badgered with multiple invoices, which is not appropriate, but probably gets Metro ******* Ambulance some additional money. 

      Again, the response from the business lets us know that Metro ******* Ambulance does not agree with how contracted rates have been deployed by ****.  The response does not provide any specific requested action, no follow up contacts and no resolution.  The response infers that dealing with **** on how the contracted rate is applied falls on the shoulders of the member.  Basically, it looks like Metro ******* Ambulance is asking for favors from its customer (the **** member) to help them get what they are owed.  I might have been willing to do that had there been any steps taken to provide context and transparency at the beginning, but here we are on the "second notice" invoice and talking to people there handling their billing who are ill-equipped to handle these matters.  In fact, I thought the matter was resolved when I provided a copy of the *** after the first notice since the man I spoke to said they had no information about the payment from **** related to my claim - obviously, the *** shows that detail, so I mailed it in.  There was no follow up to that and nothing other than a second notice of the amount owed, which was shocking, to say the least.

      The next response should include information on how the matter of this billing discrepancy will be resolved.  The matter is between Metro ******* Ambulance and ****, not between Metro ******* Ambulance and members of **** who are just regular citizens with no expertise in the area of healthcare provider contracts, deployment and resolution.  The fact that you are "relying" on members to help with the resolution of the business issue is, in and of itself, a poor business practice, at best, and unethical at least.

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 not liable for this debt with METRO *** AMB SERVICE. I do not have a contract with METRO *** AMB SERVICE they did not provide me with the original contract as i requested

      Business Response

      Date: 12/11/2023

      After receiving Company ID# ********, we immediately searched ********************** service record with MetroAtlanta Ambulance Service.  At no time did ******************** reach out to us, either by correspondence, phone call, fax or email, requesting a copy of her patient record.  Had she done so, that documentation would have been immediately provided, as we promptly do so with all patients who request their records.
      In addition, ********************** legal signature is on our ************ Report, which permits MetroAtlanta Ambulance to treat and transport patients, as well as to file claims on our patients behalf.

    MetroAtlanta Ambulance Service is NOT a BBB Accredited Business.

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