ComplaintsforSuperior Ambulance Service
Ambulance Services
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning:
• Consumers allege high or excessive fees for transport
• Consumers allege being threatened with being sent to collections
• Consumers allege costs not being covered by insurance
On 2/27/2023, 3/15/2023 and 3/27/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 4/6/2023, BBB has had no response.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
This is an ambulance service thats trying to charge me for the discounted amount through my insurance. The insurance had paid the amount that was contracted, and they are trying to charge me that discounted amount. When I tried to call superior , I was verbally abused by the person on the line. He wouldnt let me explain that the insurance will not allow me to call a 3 AM at call, instead he continued to accuse me of not wanting to comply. I cant control what the insurance will or will not do. The insurance said to have them fax ************** or email ************************ And make it attention provider relations.Business response
07/24/2024
Contractual allowances have been added per the contract Superior has with your insurance to close your account as it has been paid in full. Your account balance is zero.Customer response
07/24/2024
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
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Superior Ambulance service charged a total of $7,940 for a 13-mile ride from hospital to hospital on May 26th, 2024. We had no choice but to take it for my 2-year-old son who had low oxygen. The ambulance took 2 hours to show up after the call which obviously was not an emergency. It is baffling this is the cost of an ambulance. $6,600 for the base rate, $100 for oxygen therapy, $460 for pulse oximetry, $400 for 3 lead EKG monitor, and $60/mile at $780. I contacted my insurance, BCBS, and they advise they treat ambulances as out-of-network providers and only covered a portion. We are stuck with a giant bill. I called Superior too, and they said that is the cost of the service. However, when pressed, the woman I spoke with said they could settle the account today with $1000 off the bill! If that was the cost of service, how can a billing rep immediately reduce a bill by $1000?!?! There is no way an ambulance ride can cost almost $8 grand. I understand salaries, overhead, specialty equipment, etc., but a 13-mile ride for a 2-hour wait is astronomical and needs to be reduced.Business response
07/03/2024
Please provide the name and date of birth of the patient or the account number that appears on the invoice in order for us to review further.Customer response
07/04/2024
Complaint: 21936890
I am rejecting this response because: they requested the account number on the invoice, which is *********.
Sincerely,
***********************************Business response
07/08/2024
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 BCBS, 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, ****
**************************************************
**********************************************************Customer response
07/09/2024
Complaint: 21936890
I am rejecting this response because: I am adding attachments.
Sincerely,
***********************************Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Background:On December 11th, 2023, I was admitted to *************** and subsequently required open-heart surgery. My doctors determined I needed transfer to *********************** for this specialized procedure. Superior Ambulance Service transported me between the hospitals.Issue:I received a claim from my insurance company, **** IL, for the ambulance service provided by Superior. My portion of the bill totaled $425, which I paid in full. My insurance also paid their allocated amount. However, Superior Ambulance is now demanding an additional $579.39 because they are considered "out-of-network" with my insurance plan.Grounds for Complaint:Lack of Transparency: *********************** nor Superior Ambulance informed me at the time of service that the ambulance transport would be considered out-of-network with my insurance. Had I known, I could have explored alternative in-network transportation options.Financial Burden: The unexpected out-of-network charges create a significant financial hardship, especially considering the substantial costs already associated with the surgery itself.Poor Customer **********************: Attempts to reach Superior Ambulance customer ********************** have been unsuccessful, further adding to the stress and frustration of this situation.Request:I request a thorough investigation into this matter. I believe these charges are unfair due to the lack of transparency regarding the out-of-network status. I urge Superior Ambulance to re-evaluate my claim and consider the following options:Waive the remaining balance entirely.Negotiate a reduced rate that aligns with in-network charges.I have included all relevant documentation, including the **** IL Explanation of Benefits and any communication with Superior Ambulance, for your reference. I consider this dispute to be legitimate and expect a serious and prompt resolution.Thank you for your time and attention to this matter.Sincerely,Business response
06/26/2024
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 BCBS, 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, ****
**************************************************
**********************************************************Customer response
06/26/2024
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. I am attaching the signed copy, so that superior ambulance can talk directly with the insurance company
Sincerely,
*************************Initial Complaint
06/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Subject: Appeal - Account #******** I am writing to appeal charges for my son's emergency ambulance transport (3/11/2024, Account #*********. My insurance covers ground ambulance with no copay in emergencies.You billed my insurance $3,818 (leaving a $60 balance) but billed me $4,872. This "balance billing" or aka double billing practice violates the No Surprise Act, and records with the Better Business Bureau indicate this is a repeated practice. i have spent two days and almost 5 hours in attempting to resolve this situation.I request a bill reflecting the in-network rate with BCBS HMO ($60).Thank you for your prompt attention to this matter.Sincerely,MC ************Business response
06/26/2024
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 BCBS, 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, ****
**************************************************
**********************************************************Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/12/23 I paid a deposit of $731 for ambulance services. A claim was filed with ******** and my Supplemental ins carrier, Mutual of Omaha. In Feb 2024 Superior was reimbursed by the insurance companies for all reasonable and customary charges. I have called repeatedly to try to get my $731 deposit back, but they have always said they're working on it, be patient.The Acc# is 23-329131 I am filing this complaint on behalf of my spouse, *****************, as authorized rep.Business response
06/11/2024
This refund was processed on 6/10/2024. Please allow 3-5 business days for this amount to be reflected back in your account.Customer response
06/14/2024
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
05/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Originally received a bill for a $6565.00 for an 8 mile ride for a non-critical patient. (Which was itself ridiculous. The hospital called them without explaining us all the details. )When I called them and gave my insurance details, they submitted $7390.00 to my insurance. They increased the *** Base rate 2 by $825 without any reason. I called them for an explanation and the all the customer ********************** could say was that after reviewing the details, they increased the price but no other explanation is available. Account # *********Business response
05/31/2024
This rate was increased after submitted to insurance. We have decreased the balance to reflect the original base rate of $5500. Your balance owed is now $653 and an updated statement will be sent in the mail as well.Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ambulance service was billed incorrectly to ********** blue shield and claim was denied. I informed superior they needed to rebill using the proper codes but they have not been competent enough to resubmit the bill and they now sent me to collections for non-payment. They should send themselves to collections as it's their error according to ********** blue shield.Business response
05/28/2024
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.
BCBS did not pay the line item of ***** for the EKG.Please advise which code they are advising to resubmit this as the proper code for EKG is *****.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
********************************************************************
**********************************************************Customer response
05/28/2024
Complaint: 21727279
I am rejecting this response because: According to BCBSIL the provider needs to resubmit the claim. I have no idea what code should be used on this as I'm not a ******. BCBS informed me that I should send the *** to the provider showing that my responsibility according to them is zero. I have attached the claim. Superior ambulance should go ahead and resubmit the claim. Maybe the idiots at ********** will pay the bill.
Sincerely,
*************************Business response
05/29/2024
Unfortunately Superior is unable to resubmit the claim as the claim was correctly submitted with the proper codes. If you would like to have BCBS contact us directly to advise which code they would like us to use, please have them contact our Customer ********************** department at ************.Customer response
05/29/2024
Complaint: 21727279
I am rejecting this response because: I spoke with BCBS - spent an hour on the phone with them yesterday. Asked them for the code that would be acceptable - they did not have a code and simply said the business needs to resubmit with the right code. I have also filed a complaint with the ************************ against bcbsil. At this point I have spoken with bcbs - they are putting the responsibility on the ambulance company. The ambulance company is putting the responsibility on the insurance company.I would pass along the phone number for the ambulance company but that would do no good as they do not answer their phones. If they want to conduct commerce they should answer their phones.
I have spent all the time I'm going to on this. If the ambulance company wants to resubmit they should - if they don't want their money then don't. It's up to you.
Sincerely,
*************************Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company sent me to collection for the wrong amount. They keep hanging up on me and putting me on long phone call holds and then disconnect the line. They refuse to look into the error and help.Business response
05/16/2024
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.
The amount not paid by BCBS is $460 and this is the amount that was sent to Credence.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
**************************************************
**********************************************************Initial Complaint
05/14/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Dear Better Business Bureau,I am reaching out to file a formal complaint regarding an egregious violation of the "No Surprises Act" by Superior Ambulance Service, which has adversely affected me as an out-of-state ******** member. Despite the protections afforded by this legislation, I received an unjust balance bill from Superior Ambulance Service due to being treated as an out-of-network patient.The "No Surprises Act" explicitly prohibits surprise billing for emergency services, regardless of whether the provider is in-network or out-of-network. It is concerning that Superior Ambulance Service, despite being aware of my ******** member's status, failed to adhere to these federal regulations and subjected the individual to unwarranted financial burdens.This situation not only constitutes a clear violation of the "No Surprises Act" but also demonstrates a disregard for the rights and well-being of ******** beneficiaries. Such practices undermine the integrity of the healthcare system and place undue stress on vulnerable populations.I urge the Better Business Bureau to investigate this matter promptly and take appropriate action to ensure that Superior Ambulance Service rectifies the situation, ceases such unethical billing practices, and provides restitution to the affected ******** member.Thank you for your attention to this urgent matter. I trust that the Better Business Bureau will uphold consumer rights and hold Superior Ambulance Service accountable for their actions.Business response
05/16/2024
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 is not contracted with ******************* so the patient may contact ******************* directly in order to get the claim processed. The No Suprises Act also does not include ground ambulance.
If there are any questions, please contact our Customer ********************** department at ************.
Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
**************
******************
**********************************************************Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 9/11/2023, my daughter was transported by Superior Ambulance to a different hospital. I have a few issues with Superior.1. Fraudulent billing. My daughter was cared for by an EMT, who is qualified to provide BLS (Basic Life Support). Superior charged for ALS (Advanced Life Support). This is an inaccurate charge on the bill that I have been trying to contact Superior to have corrected.2. No customer **********************. I have been unsuccessful in speaking to anyone at Superior that can assist me to discuss my concerns about the bill I received. I have called numerous times, every agent I have spoken to informs me I need to speak with a supervisor. A supervisor is never available to speak with me, the agent will transfer me to a supervisor's voicemail, however I have never received any phone call back after multiple messages left. I have also sent emails to Superior and never received a return message or phone call. 3. Inaccurate billing. My BCBS insurance has sent partial payment to Superior. I received 3 statements from Superior, the payment from BCBS was not reflected in the last 2 statements after BCBS sent payment to Superior. Each statement received from Superior reflected the amount in full without the insurance payment. The full amount was also sent to collections, despite them already receiving partial payment. Because of the billing issues I have had, I have not paid the bill. I have been unable to discuss any of these issues with Superior, therefore I have now been sent to collections because I have not paid the bill. My goal is to be able to finally speak with someone on my billing concerns to accurately reflect services rendered.Business response
05/08/2024
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, ****
**************************************************
**********************************************************
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Customer Complaints Summary
141 total complaints in the last 3 years.
66 complaints closed in the last 12 months.