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.

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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:01/01/2025
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 paid balance to Superior for services after we had already made payment, creating a credit on the account. We have been unable to get a response as to when the credit will be refunded.
Business Response
Date: 01/02/2025
A refund has been submitted back to the original payment method in the amount of $436.91. Please allow 4-6 business days for this refund to reflect in your account.
Initial Complaint
Date:12/16/2024
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 June 23rd of this year I had a stroke and went to Mercy. They sent me to **************** and the ambulance company Superior was very kind in taking me. But the charges they made me are enormous. They charge me $8,345 and I can't pay that amount. I have already called them to ask them to reduce the amount since I can't pay the bill with what I earn at work. My wife is also sick with cancer and we have many expenses with the rent and the debts on the house. Please be aware of what we are going through. Today I asked them to reduce the amount and they charged me $417.29 USD thinking that the amount was going to be reduced, but it turns out that it is to be paid in 20 months and I don't think I will even be able to gather the amount for the next month. I would appreciate some financial help, since the hospital did give me a discount for the services. And I still have a debt that I still have with **** ******. Please can you help me?
Business Response
Date: 12/19/2024
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 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.
********************************************************************
**********************************************************************************************************
Initial Complaint
Date:12/16/2024
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.
On 9/6/24 I will to ********** in ******* with food poisoning with dehydration, after elval THEY called Superior to take me to Hosptial because they could not admin the iv for fluids.The hosptial was 0.9 blocks away and I was dropped off in wating room. I got hit with ******** bill,the beauty of the billing system is they are not in any network plans for ********** by design. When you call **** they always say Superior is out of network but there is no network. So when they said they would talk with Superior about a ******** nine block ride, BCBS paid ****** and Superior wants ******** for a nine block ride. That is outragous !
Business Response
Date: 12/19/2024
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 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.
********************************************************************
**********************************************************************************************************
Initial Complaint
Date:12/02/2024
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 would give 0 stars if that were an option. Superior Ambulance has unethical practices and is a downright crooked agency. My family was billed $9000 for a 35 mile trip from ********** to **********, when my wife went into preterm labor at 31 weeks. This was simply a transport, not an emergency situation. After insurance we are stuck with a $8500 bill. It took 2 minutes on the phone for Superior to offer to drop the bill to $5900 which proves that they knowingly bill insanely high, then work with customers to still make a ton of money, making the customer think they are getting a deal. The settle $ amount I was offered was still extremely high and unaffordable, the monthly payment amount they offered was out of reach, and when I contacted Superior with a monthly payment that was affordable for my family, I was still threatened with potential collections down the road because I was not paying enough. Superior is a joke, they should be ashamed of their business practices of preying on those who are already likely down.
Business Response
Date: 12/19/2024
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 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: 01/27/2025

Complaint: 22629213

I am rejecting this response because:
We understand the reply from Superior Ambulance Firm, but that does not take into account the EXTREMELY HIGH bill that we, and many other patients, received from Superior. Our understanding is, more often than not, that little to no ambulance firms are in network with insurance companies. So does that give Superior the right to price ***** their customers?

There are now at least 2 different news stories involving Superior and their extremely high prices, Fox 6 News dated 03/29/23 and 11/26/24. These involve patients that also received high bills for ambulance rides.

It was noted in one story that other firms such as ****, ********, and ************, have base rates that start AT MOST at $2400. Why does Superior have a base rate of $6600, what we were charged on our bill. To add, Superior's $60 rate per mile is DOUBLE of that of the next 'most expensive firms' mileage.

Had one of the 3 firms listed above received the call and the patient transport for my wife from hospital 1 to hospital 2, our bill may have been $4000 on the highest side. This is still $1900 LESS than the $5900 'settlement' amount that Superior offered us.

We understand that in the event of an emergency, or potential emergency, ambulance rides are critical to the well being of the patient. However it is WRONG that Superior charges what they charge. This is hurting the customer/patient, and their families, who are already dealing with likely severe situations and high medical bills.

Sincerely,

***** ****
Business Response
Date: 01/28/2025
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.
Please contact your insurance company to appeal the unpaid amount and 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.
********************************************************************
**********************************************************************************************************
Initial Complaint
Date:11/26/2024
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.
10/22/2024 amount ******** transfer my life partner from ********** *********;to ************************* ****. ******** should have involved from the beginning but was not. had to pay up front. Superior dragging their feet on getting my credit card reimburse.
Business Response
Date: 11/29/2024
Please provide the invoice number or patient's name and date of birth in order for us to look further into.
Customer Answer
Date: 11/29/2024

Complaint: 22607924

I am rejecting this response :**** Bishop 24-41-4845

Sincerely,

******* *****
Business Response
Date: 12/02/2024
This claim is currently in process with the secondary insurance. Please allow time for the secondary insurance to complete processing so Superior is able to determine the full refund amount.
Customer Answer
Date: 12/02/2024

Complaint: 22607924

I am rejecting this response because: TRICare has made their decision i do not know what the hold up is. The money needs to be refunded.

Sincerely,

******* *****
Initial Complaint
Date:11/22/2024
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.
My name is ******** **********, and I am filing this complaint regarding an issue with a $900.00 ambulance service charge. On June 24, 2023 an ambulance was requested by law enforcement officers at the scene, for a domestic violence incident at my house. To date, I have paid $520.00 of this charge in good faith, even though the necessity and appropriateness of the charge remain in dispute. Recently I had my attorney request supporting documentation and an itemized breakdown of these charges, The ambulance provider denied providing any itemized statement & stated to my attorney that when I denied the ride, that the paramedics had me sign something. She told my attorney that when signing the denial of the ride, I also consented to being responsible for costs.I was in distress at the time, having just been injured in a domestic attack. To date, the ambulance provider has not provided me with any copy of the document they claim I signed, nor did they provide me a copy of what I "signed" during the incident. I find it unreasonable to hold me responsible for this charge without clear documentation or explanation. The ambulance was at my house for less than 10 minutes and the paramedics wrote on a piece of paper what kind of over the counter cream I should buy for the burn on my arm. They also told me to make sure I went to the Dr. ***** I can't grasp how that would cost me $900.00. My attorney has requested the following from Superior: 1. A detailed itemization of the $900.00 charge. 2. A copy of any document I allegedly signed accepting responsibility for these fees. 3. Copies of any relevant policies or agreements justifying these charges. We are waiting on the records department to provide these items. I believe that this company is taking advantage of a ton of people and scaring them into thinking they owe for fees that are either false or unreasonable. Thank you for your attention to this matter. Sincerely, ******** **********
Business Response
Date: 11/25/2024
Please sign and return the attached form in order for us to send the requested documents.
Customer Answer
Date: 11/26/2024

Complaint: 22591840

I am rejecting this response because: I will send in the Hippa form to them & then let this complaint proceed. They have not given my attorney records still to date. I don't believe they have my records. I believe they are fraudulently charging me. I would like my $520 back. Thank you! I am not sure how such a business, with as many complaints that they have is still running. Our towns/cities need ambulance companies that is not preying on people.

Sincerely,

******** **********
Business Response
Date: 11/26/2024
Once the completed and signed ***** form is returned, Superior will send the requested documents.
Initial Complaint
Date:11/20/2024
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.
I took my toddler to our local emergency room in June 2024. The doctors caring for her wanted her transferred to a childrens hospital, and advised us to take medical transport. We were taken in a non-emergent ambulance to the nearest childrens hospital. We later received a bill for nearly $9,000 from Superior ambulance company. Superior bills at rates significantly higher than their competitors, resulting in THOUSANDS of dollars in excess charges. From my research, it appears that they bill 50-100% higher than other ambulance companies for the exact same services. For example, other companies charge $20-30/mile, whereas Superior charged us $60/mile. Other companies charge a base rate of $2000-$2,400, and Superior charged us $6,600! I called customer ********************** (numerous times), and their rationale for the excessive billing is that they are a private company- so basically they do it because they can get away with it. Or at least they think they can. Additionally, they are unwilling negotiate anything more than a couple hundred dollars off the thousands of dollars they say we still owe them. Its sickening that a company in the business of helping people is attempting to fraudulently take advantage of people during such a vulnerable time. This is completely unacceptable.
Business Response
Date: 11/22/2024
Please provide the invoice number or the patient's name and date of birth in order for us to look further into.
Customer Answer
Date: 12/11/2024

Complaint: 22583408

I am rejecting this response because: Good morning,

I apologize for the delay here and maybe its too late, but I just wanted to note that my case NOT been resolved. I have not been contacted by the business to reach any resolution.

Im sorry Im just working on this now, we were on vacation so Im just going though the mail now (I dont think I received any email communication regarding the issue).

Sincerely,

****** *****
Business Response
Date: 12/12/2024
Please provide the invoice number or the patient's name and date of birth in order for us to look further into.
Initial Complaint
Date:11/20/2024
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.
The invoice is full of line items that say BCBS EFT_PAYMENT - $0.00. None of these line items specifies what wasn't paid. **** says the bill is paid in full. Way over $8000 was paid to Superior.
Business Response
Date: 11/22/2024
Attached is a copy of your explanation of benefits showing $429.39 was not paid by ****. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full. 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.
Customer Answer
Date: 11/25/2024

Complaint: 22582662

I am rejecting this response because:
I want to know why Superior is not in network with ********** Blue Shield. Both Superior and ********** Blue Shield are very, very big. Superior should be in network with ********** Blue Shield. Please explain.
Sincerely,

*** ***********
Business Response
Date: 11/26/2024
********************** does not contract with ambulance companies across *********
Customer Answer
Date: 11/27/2024

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.
The whole thing stinks to high heaven, however. Boo Hiss

Sincerely,

*** ***********
Initial Complaint
Date:11/12/2024
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.
My son was transported from ** to ***************** on august 22 this year. We experienced emergency and as a parent I was not informed who will transport him. I had insurance what stated Supervisor was out of network however they will pay majority of the bill that was almost 4000 dollars. We even had 3 way conference call with Supervisor Ambulance representative who advised that I should file appeal. Appeal was filed and my insurance representative informed me that my co pay is 270 dollars however Superior harrasiing me with bills threatening to put me to collections if I dont pay right away. They even went to extend telling me to give them my credit card number so I get a deal paying 2900 dollars. All representatives are rude and disrespectful on the phone if I call to explain my situation. They demending immediate pay over the phone even if Itry to explain that my insurance is willing to cover bill. I really dont know what else to do but proceed with legal matter. I have been a nurse for 20 years and never came across so unprofessional and rude customer ********************** like *********************************************.
Business Response
Date: 11/14/2024
Ascension is working directly on this claim with Superior and has sent this claim to the homebase for agreement. An Ascension Consultant has sent the claim for payment.
Initial Complaint
Date:11/11/2024
Type:Order 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.
2/13/2024 date of ambulance service. Insurance paid $3580.00. Ambulance service from ********************* to *************** which is 25 miles. They want me to pay an additional $955.00 more. They said I have to pay it. Total bill $4535.00. I feel the insurance company paid more than enough for this invoice.
Business Response
Date: 11/12/2024
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 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.

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: 11/13/2024

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,

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

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This business has 2 alerts

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Superior Ambulance Service is NOT a BBB Accredited Business.