Business Profile

Ambulance Services

Superior Ambulance Service

Headquarters

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

160 total complaints in the last 3 years.
55 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.

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.
7-18-24 I was told that I had to be monitored so I would need to be taken via ambulance from ********* to *****************. They said I could not have my husband drive me. When the ambulance finally arrived they buckled me onto the cart and put in the ambulance. One EMT got in the back opened a cubby hole above and took something out and proceeded to the front passenger seat where he stayed until we arrived at the hospital. I watched my husband out the back window all the way to the hospital thinking It would have been more comfortable in the car and at least he would talk to me. The ***'s never said a word to me until they unloaded me at the other hospital and then they said we're taking you up to the 10th floor to your room. When we got there they unbuckled me and said theres your bed. I was so angry no doctor or nurse for about 15 to 20 minutes after I got in the room. when the nurse did come in all I wanted to do was leave. She went and got the paperwork so I could sign myself out. In the meantime my husband who was a witness to all of this talked me down and I stayed. ( My nurses were awesome during my stay ). When I received the bill from Superior Air I called to question the *** and pulse oximetry monitor portion. I was told it was my word against 2 EMT's. I told her my husband has been a firefighter for 25 yrs and was there the whole time, could see them in the front seats as they drove off and every time they turned a corner and when they got out of the ambulance. It is also my right to have a copy of any and all medical records from this company. Falsification of medical records is not something I take lightly nor being falsely charged for services not rendered. I have since filed a complaint with the fraud department and have no issues with taking this further.
Business Response
Date: 04/18/2025
Please sign the attached document in order for us to release the ************ Report.
Customer Answer
Date: 04/22/2025

Complaint: 23214875

I am rejecting this response because:There is no need for them to have any of my medical records unless they actually provided medical services to me. I will send a written request for any medical records for ******************** that they say the EMT's provided on that day.

Sincerely,

********* ******
Business Response
Date: 04/22/2025
Once the attached document is signed, Superior will release any records requested showing services that were provided.
Customer Answer
Date: 04/23/2025

Complaint: 23214875

I am rejecting this response because: I have sent a written request via receipt confirmation to both locations for any documentation while I was being transported between
hospitals. I will not sign a release for anything before or after that time period. I would like to see documentation/proof that the ***'s did anything at all other than transport me.

Sincerely,

********* ******
Initial Complaint
Date:04/14/2025
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.
My husband ***** ******* was admitted to ************* on 8/13/2024 for a procedure and was expected to stay overnight. He had complications and was discharged 8/28/2024. He needed rehab and was transported to the nearest facility to our home with a ******** 5 star rating. I approved this location as he was there earlier this year. I was also told that ******** covered this expense, so agreed. ******** and New Era did pay the approved amount, as you can see on the attached file. But Superior is attempting to obtain additional funds. This is unacceptable and is extortion! They received the approved amount, which they agreed to. We do not owe them anything more. Please correct their price gouging. Thank you!
Business Response
Date: 04/14/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

******** will only cover mileage to the closest appropriate facility in proximity to the sending facility. In this instance,the closest appropriate facility to ****************************** was 14.8 miles in which they covered. ******** denied the remaining 28.5 miles as non-covered which leaves a patient balance of $1,111.50.

In order to appeal, Superior would need a letter from ****************************** stating *******************/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
*****************************br>******************
**********************************************************************************************************
Customer Answer
Date: 04/14/2025

Complaint: 23196198

I am rejecting this response because: *** is an Indiana resident, this was known prior to transport. He needed to be close to home. It was non-emergent and the location he was being transported to was also known and agreed upon prior to transport, by both the MD and the service arranging transport. This excessive cost is unacceptable.
Sincerely,

******** *******
Business Response
Date: 04/15/2025
Please contact ****************************** for a letter stating Millers ***********/Portage was the closest appropriate facility and no facilities in closer proximity would accept the patient in order for Superior to appeal this non-covered mileage.
Customer Answer
Date: 04/16/2025

Complaint: 23196198

I am rejecting this response because:as I said if the previous rejection statement this was the closest facility to our home. This is also price gouging. It was not an emergent transport, but a scheduled transport. ******** and supplement is all they should get paid. This transport was scheduled and was stated that ******** covered it and his supplement paid the remainder due. No additional payment is necessary.
Sincerely,

******** *******
Initial Complaint
Date:04/08/2025
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.
Date used service: 4/27/************ refuses to send me a monthly statement of the agreed upon amount of $84.00 even after numerous emails and phone calls. Two weeks ago I was told a new statement was put in the mail and I have received nothing. I just sent them $84.00 today but who know if it will get credited to my account. All I am asking for is a timely monthly statement like every other company sends.
Business Response
Date: 04/10/2025
Attached is a copy of your most recently updated statement.
Customer Answer
Date: 04/17/2025

Complaint: 23177486

I am rejecting this response because:
This matter is not resolved. Superior provided a statement that does not reflect the $84 I recently paid nor does it show that I should pay $84 a month. They are showing to pay the entire amount which is incorrect. I recently sent $84 a couple weeks ago and who knows where it went. I have also filed a complaint with ************************ as this company tells you one thing on the phone and never follows through.

Sincerely,

***** *****
Business Response
Date: 04/17/2025
Please allow time for the most recent payment made on 4/8/25 to be posted. The statement sent in the previous response shows each monthly installment of $84 made.
Initial Complaint
Date:03/24/2025
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.
Insurance has covered all of the costs for the account number *********. However, the ********************************************* has been requesting additional payment for several months. Please adjust your balances and stop harassing the customers.
Business Response
Date: 03/26/2025
Your account has been paid in full by *****. Please disregard any invoices received.
Customer Answer
Date: 03/26/2025

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,

Mus Guler
Initial Complaint
Date:03/18/2025
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.
I received services from Supervisor Ambulance services on 09/22,/2024 from ************************ in ****** to ***************, because I was having an emergency, and the correct surgeon was not available at ***************. I was told by the hospital, that since it was an emergency, I did not need to worry if the ambulance was in network, because it would be covered by my insurance. I waited several hours to be transported by Superior Ambulance to ***************. When I was finally transported, I was treated very rudely by one of their paramedics. I was being transported from one hospital to another to receive treatment for possible staph infection, extreme pain, needing emergency wrist surgery, and abnormal heart rate. While in transport the paramedic that was supposed to be taking care of me did not take me seriously when I expressed having extreme pain in the right side of my head and that I was struggling to breathe. He then proceeded to say I was not a serious enough case for his assignment, because he only should have high health risk patients. He began talking about covid 19 and how he believed all weak people should have just died instead of all the shut downs. When I expressed how I almost died from covid 19, his response was that the lock down was not worth the loss of all the small businesses. Essentially, I should have just died.I called Superior Ambulance and told them what happened, but other than a quick apology on the phone, no effort was done to compensate by reducing my bill or giving an official apology.I never received a good faith estimate before receiving services. My bill ended up being $9,100. My insurance only paid $89.93. I already paid my portion of $1,147.51, and am now being balance billed for $7,862.56. I am being told that I will be sent to collections next week if I don't start a payment plan and pay. If this is how people who are fighting for their life are being treated, I do not feel like I can trust to take an ambulance ever again.
Business Response
Date: 03/24/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to Ambetter, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer Answer
Date: 03/24/2025

Complaint: 23083746

I am rejecting this response because: This was a generic response that is given to so many complaints on the BBB site from Superior Ambulance Services rather than taking time and really looking at what was submitted.
The response did not address my very serious complaint of treatment. It was completely ignored. I find that very offensive on the companies part.
Also, no effort to freezing my account until this is resolved was communicated.
While I will send in the paperwork they have requested, I do not believe Superior is showing any sort of care or desire to make this right.
I would appreciate it if the company cared about about the patient and did not treat them like an object to exploit for money and treat however they want during transport. There needs to be some form of accountability. What will stop your paramedics from treating patients like this again or worse?

Sincerely,
******* ********
Business Response
Date: 03/25/2025
Once the completed appeal paperwork is returned, your account will be on hold during the appeal process.
Customer Answer
Date: 03/25/2025

Complaint: 23083746

I am rejecting this response because: It has sill not addressed my complaint of treatment while being transported.
I did however, go ahead and fill out and email the forms to Kira ************** ************************************************************ that she requested in order to proceed with the offer to contact the insurance company on my behalf.

Sincerely,
******* ********
Initial Complaint
Date:03/01/2025
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.
My Wife was hospitalized in July of 2022 at *********************************. She required transport to ********************************, a level 1 facility, on August 3rd, 2022.Superior Ambulance settled with the insurance company in 2022. Superior Ambulance decided to send a bill in December 2024, 2.5years after the "service" was provided for $4,882.01. This was untimely billed, and a surprise. We contacted the insurance company, and was instructed that we could not appeal the bill through them since it was past there 180 days appeal window. After spending hours on the phone we were able to submit an appeal to review the bill for further payment to Superior Ambulance, as of December 19th 2024. The insurance company is still reviewing the appeal as of February 6th, ******* Wife contacted Superior Ambulance in January of 2025, explaining that an appeal was placed for further re-imbursement with the insurance company and that they should follow up with them. Additionally, it was communicated that the bill was untimely being 2.5years after "services" and they had already collected $6,232.99 from insurance. They seemed uninterested in the ongoing appeal with the insurance company, or that the insurance out-of-pocket-maximum was met for the year. Superior Ambulance was verbally rude to my Wife and unable to explain the untimely billing.On February 12th 2025 Insurance responded to the appeal stating they would not accept the appeal since it was beyond 180 days per their policy.Superior Ambulance has instead attempted collections for their late, surprise, and untimely billing ************ talking with the insurance company Superior Ambulance and other private ambulance companies refuse to contract with insurance providers so they can extort additional money from individuals. It is also unfortunate that ground ambulance have an exemption from surprise-billing protections that companies like Superior Ambulance are eager to take advantage of.
Business Response
Date: 03/03/2025
Please provide the name and date of birth of the patient or the account number that appears on the invoice so we can look further into this.
Customer Answer
Date: 03/04/2025

Complaint: 23006953

I am rejecting this response because: Adding account number requested by company: *********

Sincerely,

**** *********
Business Response
Date: 03/04/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts
involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of **************
(Superior) reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill
for the transportation services to ********** Blue Shield,the patients insurance provider. Superior is not in
network with the insurance provider, and therefore not required to accept their payment as payment in
full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the
insurance plan. We are encouraging the patient to contact the insurance company to appeal the unpaid
amount. Please advise our customer ********************** department of the action that is taken with the insurance, so
that we can allow time for an additional payment. In the event that no additional payment is made, our
customer ********************** department is able to work with the patient to establish a payment plan.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
********************************************************************
**********************************************************************************************************
Customer Answer
Date: 03/05/2025

Complaint: 23006953

I am rejecting this response because:
Superior made no effort to respond or address actual issues identified in initial complaint. Appears to be a generic-cookie-cutter response.

Sincerely,

**** *********
Initial Complaint
Date:02/20/2025
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.
This ambulance bill was unfortunately paid twice. I contacted the company on 11/15/2024 and spoke with **** and said it be awhile until they get to the refund sounded fishy to me. 12/17/2024- called again. The refund was approved. Department will mail check. Still no check!!! 2/6/25 called again -check still in process!!! 2/20/2025- called again. Was told that theres no particular time as to when the refund will be sent per *****. I am very very frustrated!!! My husband and I are both disabled and on a fixed income. This refund we are owed is ******!!! Everytime I call I get the run around. Today ***** wouldnt connect with someone who could help me further. Or the person that handles the refunds!!! I keep getting the runaround!Please, we need that money and no one will help me at Superior Ambulance!!Can you please help me???Thank you very much!!!
Business Response
Date: 02/24/2025
According to our finance department, this refund check will be cut on Wednesday 2/26/25.
Customer Answer
Date: 03/04/2025

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
Date:02/18/2025
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 a statement from my ***************** BlueCross blue shield regarding a charge from Superior Ambulance on 6/15/2024 amount of $900. Superior came out to my apartment due to me having a side effect from a new medication, checked my blood pressure with my blood pressure cuff and they left. I declined any services due to the cost for the ambulance ride. I was told I would not get charged and I never received a bill until now a statement from my insurance company. I called Superior and spoke with a representative that was not friendly and she stated they checked my vitals and came out and the cost was $900. This is ridiculously outrageous , they used my blood pressure cuff and stated it would not be a charger for anything. The representative stated she is sending me out a bill for$900 and can offer a discount amount. No one should be charged this amount for declining service.
Business Response
Date: 02/19/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************* (Superior)reviewed the matter in question.
Superior was dispatched via 911 to the scene and due to this, there is a response charge. Superior can bill your insurance as a courtesy. Please contact our Customer ********************** department to provide your insurance information for us to bill. If you would not like to provide your insurance information, we are able to set up a payment arrangement as well.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
*****************************br>******************
**********************************************************************************************************
Customer Answer
Date: 02/20/2025

Complaint: 22956166

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:02/08/2025
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 was transported by this ambulance company 4 miles between hospitals in April 2025. At the time no one from the hospital told me the ambulance company was out of my insurance network. I was charged over $7000.00 for a 4 mile trip. My insurance paid $2000.00 and the rest was denied. I was billed by Superior then and told I'd be put into collections if the bill wasn't paid and so I paid it in full on 8/`12/24. Amount was $5270.72. See scanned bill. After talking to my HR department my insurance paid this portion too and Superior posted their payment on 11/22/24. Since then I've been requesting a refund since the bill is now overpaid. Superior keeps telling me I need to wait for my refund. Latest conversation in January was a check had been created and I have to wait six weeks to get it. That takes me to 2/28/25 to get my $5270.72 refund. Could you please find out if I will indeed receive the money owed to me?
Business Response
Date: 02/10/2025
Superior finance's team will be cutting the check referenced on Wednesday 2/12/25.
Initial Complaint
Date:02/04/2025
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.
On December 15th, my 2 year old son was transported between hospitals for neurological assessment post-seizure. Superior Ambulance was the service available and charged us $4559.00 for a short trip from ************ ER to ******* in *******. This amount is more than 8x the prevailing rate and thus insurance will only cover $564.13 of the service. It gets worse. My insurance company sent $564.13 to Superior via EFT and Superior claims not to have received it, effectively trying to pocket the money and mine. They've also said they're not capable of lowering the bill or issuing a refund on amount paid, despite their bill threatening collections for late payments. ****, the rude customer ********************** agent, told me "It's not possible for us to adjust a bill once it's already paid. That's not something that can be done.", trying to effectively argue that a business is unable to adjust a bill after payment, which is total nonsense. **** said there was no one to escalate to--no manager I could speak with. This is a predatory company extorting people during a time of need.
Business Response
Date: 02/05/2025
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************* (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ******, *** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer Answer
Date: 02/06/2025

Complaint: 22898197

I am rejecting this response because:
1. I've indicated that my insurance provided partial payment and that payment is not reflected on my account. See attached. Payment was sent on 1/14 for $564.13. At the current time, Superior Ambulence has received double payment from me for an amount that was reimbursed by insurance. Check #EFT001993192.
2. The rate charged is 8x the prevailing rate. It is excessive and is the reason insurance will not cover the full amount. I am requesting a reduction in the charge to something more reasonable and a refund for the difference, since I have already paid the bill.
3. I have attached the signed ***** form. I would accept a higher reimbursement from my insurance.

Sincerely,
****** ******
Business Response
Date: 02/07/2025
Superior is able to appeal with your insurance on your behalf with the documents that were previously sent. Please complete and return at your earliest convenience.
Customer Answer
Date: 02/12/2025

Complaint: 22898197

I am rejecting this response because:
Superior is still not acknowledging the money they received from the insurance company. I have provided the *** check number with the exact dollar amount. I will provide information for appeal once it's clear I'll actually receive the money, since I've already paid the bill. Superior owes me money and has double collected at this point.
I would like some reason to believe that if my insurance company increases their payment that it'll actually be reimbursed to me since the bill is paid in full.
Sincerely,

****** ******
Business Response
Date: 02/13/2025
Superior received the *** payment from your insurance on 2/6/25. A refund in the amount of $564.13 has been issued back to the original payment method. Please allow 3-5 business days for this to be reflected on your account.

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Superior Ambulance Service is NOT a BBB Accredited Business.