Complaints

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:04/11/2025

  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.

  This is an ambulance service. That we used. My insurance company ***** paid them and they started relentlessly harassing me for more charges. I had ***** over a period of months go back and forth of what they would charge me. Then the ambulance company sent me a revised bill for $23.16. I paid that bill on 3/8/25. I wrote on the check that this was the full and final amount owed. This ambulance company has now sent me to a collection company called *********** ******** ******** ***. This has damaged my excellent credit. I did everything correctly. And paid the final bill.

  

  Business Response

  Date: 04/16/2025

  Good Afternoon,
  
  We are responding to the recent complaint regarding a billing issue and a notice received from a collection agency.
  
  The invoice in question was recalled from the collection agency on February 20, 2025. However, after verifying today, we learned that the agency did not update their records to reflect this change until now. We sincerely apologize for the inconvenience and confusion caused by the letter the customer received regarding a balance that was no longer being pursued.
  
  We would like to reassure the customer that this balance was never reported to the credit bureau and has not impacted their credit score in any way.
  
  At Acadian Ambulance, we take customer concerns seriously and are committed to ensuring accurate and timely communication, both internally and with our partners. We regret any stress or frustration this situation may have caused.
  
  Should the customer have any further questions or need written confirmation regarding the status of their account, we are more than happy to provide it.
  
  Thank you for allowing us the opportunity to clarify and resolve this matter.

  Customer Answer

  Date: 04/17/2025

  
  Complaint: 23190541
  
  I am rejecting this response because:

  the business practices by Arcadian ambulance is malicious. The very first bill show possible consequences of collection, however they are well aware that any insurance company will have steps they must take to pay. That the patient can only wait until insurance response. Arcadian ambulance is aware that the customer is also a patient who had a medical emergency and had no control over the decision to use their service. By being so aggressive with their billing practices, I feel that they caused unfair stress and anxiety to me and likely others. All the time I spent trying to fix a problem that they created by unfair treatment. And the whole time they were satisfied and fully paid. They were trying to scare me into paying more. More than I owed. How many others have been scared by the threat of collections and a knock on their credit scores? How many just paid? Mrs **** from the collection company that Arcadian ambulance contracted for their behalf told me I can make a payment plan right now and get my name cleared. She would lower the cost, but I never owed anything!!! I beg the BBB to investigate the likely hood that there are victims of the scam Arcadian ambulance has created in peoples worse moments. I also feel the word needs to get out. I’m waiting on my insurance company to send me the breakdown of when the bill was paid and all the threats of collections after the fact that were made to me.  It needs to get out to the public. 
  
  Sincerely,
  
  ***** Hepburn

• Initial Complaint

  Date:11/25/2024

  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.

  Myself, my father and my son were involved in a boating accident. I was injured but my father and son were not. Acadian ambulance was called and we were transported to the hospital. Acadian ambulance only provided treatment to one of us. Acadian ambulance charged all 3 of us. I agreed to pay for myself and did. Acadian sent my sons bill to collection and I want it removed from my credit.

  

  Business Response

  Date: 11/26/2024

  As a transportation company, our primary responsibility is to ensure safe and timely medical transport for all patients. Father and son were triaged, treated, and transported to receive medical care at the hospital. As is standard practice, charges for both treatment and transportation apply in situations where services are rendered. If the invoice is paid in full, the credit bureau will be notified to remove charges from the credit file.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22592734
  
  I am rejecting this response because:  both patients were not treated or tragedy.  I was not touched by the paramedics. I agreed to pay for one individual and Acadian decided to charge for me rather than my son.  We were both transported but I would not have left my son alone anyway.  I have paid more than enough for Acadian to make a profit on this as I feel is their right.  This is not fair or good business on your behalf.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/26/2024

  I understand your frustration, and I would like to take the opportunity to clarify the situation further.
  Regarding your statement that both patients were not treated or cared for during transport: The paramedics did assess both you and your son. Our records indicate that both of you were treated, assessed, and transported and received services at the hospital. It appears there may have been a misunderstanding regarding the level of care provided during transport, and I hope this helps clear up any confusion.
  As for the billing issue, Acadian’s decision to charge for both transports is based on our standard billing procedure. You mentioned that you agreed to pay for one individual, but as both you and your son were treated as separate patients, separate invoices were generated for each transport. Please note that Acadian did not make a formal agreement to accept payment on one account and write off the other. Each transport is billed according to standard practice.
  We understand that this situation has caused you frustration, and we want to assure you that we are committed to providing clear, fair billing practices. This procedure is consistent for all transports, and we strive to ensure transparency in our process.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22592734
  
  I am rejecting this response because: I can assure you that I am not confused as to whether I received treatment or not.  I already had a splint on sling on my injury from the local fire department.  The paramedics wanted to take my vitals but where I was seated in the ambulance I could not put the clamp on my hand so I declined treatment.  I understand your standard billing practice but I do not believe this is a standard case.  To reiterate I did not receive treatment and although I did seek medical attention at the hospital that has nothing to do with the ambulance.  I would have rode with my son regardless of my injury. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/27/2024

  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.

  Acadian Ambulance Service of Lafayette, LA has billed me for medical transport instead of billing the hospital as the hospital's (St. Luke's hospital in Lufkin, TX) properly filed paperwork requested them to do. Acadian is refusing to acknowledge the error and has sent a bill for transport, $90, to collections and is insisting I pay it when I am not obligated and the hospital filed with them to be billed for it, not for them to bill me.

  

  Business Response

  Date: 07/01/2024

  Regarding the recent transport service, we must bill the recipient directly as the transport did not meet medical necessity guidelines, necessitating a Van Transport instead of an ambulance. This decision was made to prevent higher charges, as insurance typically does not cover van transports.

  Van transports offer a reasonable patient responsibility, and we can provide a payment plan to facilitate manageable payments. Please note, we have no confirmation from the hospital that this service would be covered.

   

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

  Acadian  Ambulance Service

  P.O. Box 92970  |   Lafayette, LA  |  70509

  O:  ###-###-#### |  F:  ###-###-#### | 

  www.AcadianAmbulance.com    

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service 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 name is ******* ******** and on June 23, 2023, I went to ******** ******* *** ******* Hospital through the Emergency Room. I was transferred to ******* ********* ******* Medical Center the morning of June 24, 2023, by Acadian Ambulance Service. For a life threating emergency. The reason why I am writing to the BBB is because of Acadian Ambulance service DID NOT FILE MY CLAIM IN A TIMELY MATTER do to their NEGLIGENCE this claim was DENIED. I received my first bill from Acadian Ambulance Service in November of 2023. I called and spoke to Tara, she stated that she needed a Signed paper so they could file this on my insurance. I signed the paper and mailed back to them. I received another bill in the amount of $5030.98 in February and then again in March. I called them again on March 18, 2024, to ask why this hasn't been filed on my insurance. **** stated they filed a claim on the 18th of February and that the claim had been DENIED. She put me on hold so she could look at my account and when she returned, she stated to me that I would be responsible for this bill in the amount of $5030.98. Once off the phone with **** at Acadian Ambulance I called my ******** Ins and spoke with a representative she told me that Acadian Ambulance did file a claim on my insurance on the 16th of February 2024, but ******** DENIED it because of the time frame it was over the 120 days. The ******** representative told me that I would not be responsible for this bill due to them filing over the 120 days. I called Acadian Ambulance Service back on the 19th of March 2024 and spoke to **** once again about this bill. She starts in about me being responsible for this bill I told her to hold on that I would be calling my ******** Ins and we all can be on this phone call. I and Acadian Ambulance Service spoke with the ******** Ins representative ***** *., conversation tracking number **********. She was explaining to Acadian Ambulance Service they didn't file this claim in a timely matter is why this claim was DENIED. We went through Acadian Ambulance Service's timeline, and it was due to their NEGLIGENCE that Acadian Ambulance Service was DENIED this claim. **** asked if we would file an appeal so they could refile the claim again and *** ***** * told her NO that this claim was over the 120 days. This is what **** with Acadian Ambulance Service stated to me and the ******** Ins representative ***** N. on our phone conversation March 19, 2024. July 2023 Ms. ********** insurance information was added to ******* ********'s Acadian Ambulance Service account. **** stated that I had refused to sign a paper. I was never asked for any information from the EMT's that transported me to ******* Lafayette. I was fully awake and coherent at the time of transportation. I picked up a copy of my medical records from the 24th of June 2023 showing I signed the paperwork needing to be transferred to ******* ********* ******* Medical Center. **** stated on the phone that Acadian Ambulance Service is not in network, so they were needing that paper signed and back by October 22nd, 2023. I didn't receive that paper till November 2023 when I received the first bill from Acadian Ambulance Service. **** stated that I had called them in November 2023 to asked about this bill and why it wasn't filed. **** stated Acadian received the sign paper back on the 26th of December 2023. **** with Acadian Ambulance Service stated they filed a claim against my ******** Ins on February 18, 2024. Received by ******** Ins and denied on February 22, 2024. **** stated on March 5th, 2024, is when they received the denial. **** also stated that if I don't make payments or get on a payment plan this will go on my Credit Report. I don't feel like this right due to their NEGLIGENCE! Not filing this claim in a timely matter. Due to Acadian Ambulance Service's NEGLIGENCE, I don't feel as though I am responsible for this bill.

  

  Business Response

  Date: 04/23/2024

  Thank you for reaching out to us regarding these concerns. 

  I am currently reviewing the matter and will follow up by the end of the week. 

  Thank you,

   

  ****** *****
  
  Revenue Cycle Supervisor  |  Customer Service  |  Account Retention
  Acadian Companies

  

  Business Response

  Date: 04/30/2024

  1. Acadian did not receive the patients insurance in a timely manner. The insurance was not provided at the time of transfer. 

  The insurance was only provided after we had looked into billing ******* Hospital for the transfer and then the information was provided to us by them. 

  2.It was at that time Acadian began the process of billing the patients insurance which we were unable to do because the patient refused to sign the medical release at the time of transport.   Had the patient signed the medical release in the beginning, we would not have run into issues with filing in a timely manner. 

  Once we did actually receive the medical release back from the patient, we were already past timely filing at that point.  We filed anyway, as a courtesy to the patient, but it was denied, as expected. 

  3.  We've made multiple attempts to work this issue out with the patient and even the insurance company for them to reprocess the claim on behalf of the patient.  All of these attempts have not been successful.   Acadian stands firm that we bear no fault in this matter, as information was not provided to Acadian, by the patient, in a timely manner.  As such, we hold the patient responsible for all charges.  

  4.  If the patient chooses to work with us to resolve the matter, we would be glad to continue those discussions directly with the patient. 

   

  ****** *****
  
  Revenue Cycle Supervisor  |  Customer Service  |  Account Retention
  Acadian Companies

  Customer Answer

  Date: 04/30/2024

  
  Complaint: 21588160
  
  I am rejecting this response because: They are LIEING! They never asked me anything nor sign anything before transporting me to another facility. I was fully awake and coherent! I have a copy of the paperwork signed by me to transport me to ******* ********* *******. They never sent me anything till I received my first bill in November 2023. Thats when I called, and they asked me to sign a paper and send back so they can file on my insurance.  I signed and sent the form back to them. Per **** on a recorded phone conversation with my insurance company.  A ******** Insurance representative her name is ***** *. the tracking number **********, 19th of March 2024 is the recording. **** states on this recording that in July 2023 my insurance information was added to their records.  They never filed a claim on my insurance till the 18th of February. I sent the Appeals and Grievance Committee a letter per ******** Insurance letting them know what happen and that I shouldn't be responsible do to Acadian's NEGLIGENCE and also to the Credit Breau along with my evidence.

   

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

  

  Business Response

  Date: 05/03/2024

  Again, Acadian has made multiple attempts to resolve this directly with the customer and her insurance company. 

  We stand firm in our original response.  At this time, the customers account is still in house but is scheduled to be placed with a collection agency within the next few weeks. 

  We would hate to continue down this path and want to come to a resolution that is fair for all parties involved. 

  If the customer wishes to discuss further, she can contact our customer service team at anytime to try to resolve the matter amicably. 

  Thank you,

  ****** *****
  
  Revenue Cycle Supervisor  |  Customer Service  |  Account Retention

• Initial Complaint

  Date:03/25/2024

  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.

  On 08/03/2023 I called 911 due to an allergic reaction. Fire services arrived within minutes and administered oxygen, checked vitals and I, myself took a Benadryl. Acadian Ambulance then arrived and received a status report from Fire services. I advised the paramedic that the Benadryl I took was helping and I was going to go see my PCP or do a telehealth appointment that day and I refused care and transport. The paramedic stated he was going to consult with their provider to see about giving me a steroid or other medication. I advised the paramedic I cannot take steroids & I did not need any further assistance from them as I had taken Benadryl and was improving. I then engaged in conversation with Fire Services and noticed the paramedic began speaking with someone on his iPad and offered me a steroid in which I again declined and refused any service and transport. I received a bill from Acadian and a third party "Telehealth" service provider named ********* for the "services" I received. I have spoken with both companies who refused to assist with these bills which are fraudulent in nature. I have also filed a grievance with ********* **********, and they are investigating. In closing, I will note that I declined services from Acadian at least 2 times and believe these charges are fraudulent in nature and should be cleared to a zero balance.

  

  Business Response

  Date: 03/27/2024

  Acadian Ambulance and it's employees follow strict protocol under the guidance of a Medical Director.  These protocols are in place for the benefit of all patients and general public who call upon EMS in an emergency 24/7/365.

  A full review was performed by Operations leadership and found that a priority 1 emergency dispatch occurred as called in by the patient. Once on scene Acadian medics provided a full assessment according to protocol, then escalated to a Telehealth visit with a higher level clinician who would be able to diagnose the patient.  This higher level clinician is separate from and not affiliated with Acadian. The patient acknowledged care by way of signatures upon release and refusal for transport to a hospital.

  Acadian has an active agreement with the patient's insurance which covers services at discounted rates.  Subsequently a claim was filed with their insurer which promptly paid the claim on behalf of its member, only leaving a portion to co-insurance.  The patient paid in full their cost share portion to Acadian. 

  Acadian will notify the insurer of the issue in effort to assist in advocacy on behalf of the patient.

  Customer Answer

  Date: 03/27/2024

  
  Complaint: 21473402
  
  I am rejecting this response because:

  Yes, I received a bill from Acadian which was paid in full to avoid it going to collections, however I am still disputing the bill. Additionally, I did not authorize a telehealth appointment with Acadian, as I already was in the process of getting one scheduled with my PCP office. The paramedic advised me I would be signing a refusal for transport. I would have never agreed to sign anything for care as I continually denied care. If needed, I can reach out to the fire department and see if they recall the interaction as they did witness me decline care. 
  I received a bill from ********* emergency due to insurance not covering the telehealth because it is out of network. My insurance does not cover out of state telehealth programs and I would have never signed anything agreeing to that had I known. 
  
  The only care Acadian provided to me was asking me a few questions. The fire department is the one that provided oxygen and checked my vitals. 
  

  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please appeal the balance and need to dispute the amount of charge $1795.39 customer number 5539496 We have received the bill from Acadian Ambulance Service with amount $2510.44, just transfer patient from hospital o other facility service. Claim from insurance has been processed and closed. They agreed to pay out 715.05 and case has been closed. They think that is fair price for industry like other ambulance care. As patient we paid co-pay and up to high deductible like everyone is using insurance. Please consider to close this account and give us update. Last year a *** ********* ******* charge less with $925 for the same service. Acadian Ambulance Services charged double price. Please consider to appeal this charge for us. Attached explanation of benefit from insurance. If Acadian Ambulance Service has issue with bill please submit claim to insurance for explanation so they can send you a payment. Thank you for your consideration for service.

  

  Business Response

  Date: 03/12/2024

  I hope this email finds you well. Our customer service representative recently had the opportunity to speak with the patient's mother regarding the status of the account. During the conversation, we outlined the appeal process for your recent claim with *****.
  As per our discussion, it is essential for the patient, or their representative, to contact ***** directly to initiate the appeals process. ***** will then undertake a review and potentially reprocess the claim.
  Furthermore, we want to emphasize that our facility is not contracted with *****. Consequently, there are no non-allowed write-offs, adjustments, or discounts applied to the invoice. Any balance not covered by ***** will remain the patient's responsibility.
  In addition to pursuing the appeal, we strongly recommend maintaining regular minimum monthly payments to ensure the account remains current and avoids being escalated to collections.
  Please understand that we are unable to close the account or waive the remaining balance. It represents the owed debt for the services we have provided.
  Should you have any further questions or concerns, please don't hesitate to reach out to us. Thank you for your attention to this matter.

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was transported by Acadian ambulance, my ex-wife who is their domiciliary parent signed the paperwork and is the listed guarantor on the contract. Acadian billed me the remainder of the balance. This is incorrect, I am not the guarantor, I did not sign anything. I hold the insurance policy. My ex-wife and I have a court order which dictates how we handle bills etc., nothing to do with Acadian ambulance. I received no notice of collection from Acadian, no phone call, email or letter in the mail. I finally received a letter from a collection agency. After trying to resolve this issue Tara ****** with Acadian has refused to give me a copy of the original paperwork, she will only send me the bill. She does not want me to have a copy of the contract signed by my ex-wife. Tara has acknowledged that my ex-wife did sign the contract and is the guarantor on the contract. I have since been put into collections for a bill that is not mine.

  

  Business Response

  Date: 11/27/2023

  Dear Mr. Chance,
  
  I hope this letter finds you well. We appreciate you taking the time to bring your concerns to our attention regarding the ambulance bill for your daughter's transportation. We understand the importance of resolving this matter promptly, and we apologize for any inconvenience you may have experienced.
  
  Upon reviewing your case, it appears that your ex-wife, as the domiciliary parent signed the contract during the ambulance service for your daughter. We acknowledge your assertion that you are not the guarantor for the bill, and we want to clarify that our intent is not to intervene in domestic disputes. Our billing procedures are based on the information provided during the service, and the listed guarantor on the medical record is typically responsible for the associated charges, which is this case, was you.  Our recommendation in this matter would be for you to provide a copy of the bill you've received to your ex-wife to handle any payment or arrangements for payment if she is ultimately, the legally responsible party. 
  
  Also, I would like to inform you that on November 22nd we did receive your electronic request for assistance with getting the medical records.  Unfortunately, the Customer Service Department is not able to assist with this request so as such, we replied to this request with instructions to you via email on how to acquire the medical records, including the contract signed by your ex-wife via the proper channels. 
  
  If you haven't received this email or if you require any further assistance in this regard, please feel free to email our Medical Records Department at ************************** or call ************* ****** *. 
  
  To assist you further at this time, we will cease any current collection activities on your account temporarily to give you some time to resolve the matter with your ex-wife. 
  
  We appreciate your understanding in this matter, and we are committed to assisting you through the proper channels. 
  
  If you have any questions or concerns during this process, please feel free to contact our Customer Service Team at ************* ****** **
  
  Thank you for bringing this to our attention, and we look forward to assisting you in resolving this matter.
  
  Sincerely,
  
  Blaine *****
  Revenue Cycle Supervisor  |  Customer Service  |  Account Retention

• Initial Complaint

  Date:11/16/2023

  Type:Customer Service 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 called 911 and Acadian Ambulance showed up to get me, after a brief ride with no questions asked, the EMT missed with an IV needle twice, checked my blood, and an EKG, I was brought to ** ******* ********. After 20 minutes of laying on the gurney, the EMT told me to get in a wheelchair so she can push me to the lobby. I told her No, that sitting up would make my head spin and I would vomit, she said get in the chair and I’ll give you a barf bag. I refused again, I explained that I called 911 my symptoms were so bad I couldn’t drive a car or sit in the lobby, and she called security. Security demanded I get in the wheelchair and a vomit bag was thrown at me.

  

  Business Response

  Date: 11/20/2023

  Tell us why here...Acadian Ambulance takes pride in its role of ensuring the safe and efficient transportation of patients to medical facilities. However, it is important to highlight that decisions related to patient placement within the hospital premises rest solely with the hospital staff. Factors such as available rooms and the triage of each patient are carefully considered in this process.
  We want to emphasize that our responsibility is limited to the transportation aspect, and we do not exert control over the decisions made by the hospital staff regarding patient placement. We understand the importance of a seamless transition from transport to care within the hospital, and we appreciate the diligence of the hospital staff in making these decisions.
  Furthermore, it's important to note that no payment was required upfront, nor was any payment made after the transport. As such, Acadian Ambulance is unable to issue a refund, as we have not received any payments for the transportation services provided.

  Tara * ****** 

   

• Initial Complaint

  Date:11/03/2023

  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.

  On November 2, 2023 at approximately 2:15pm Acadian Ambulance was called to send an ambulance to my brothers home (in West Monroe, LA) to transport him to the hospital. He was very ill & unable to walk because of an extremely swollen & painful foot. He had just been released from the hospital on Oct 28, 2023. He is on dialysis 3 times a week, he has liver failure, heart problems, low blood sugar, cellulitis, blood clots in the veins of his legs etc. Two female employees refused to get him out of his house on a stretcher even though access made it possible. There was a witness to this event. They made him prop his knee on his walker & get himself to the ambulance. THIS IS TOTALLY UNACCEPTABLE!! The witness to this event called me (I am Bill’s sister) to tell me about it. My brother, Bill ******** lives in W. monroe but I live in Missouri. This is absolutely criminal behavior in my opinion?? I am appalled by such callous behavior??

  

  Business Response

  Date: 11/03/2023

  The concern has been forwarded to the Field Operations department for assessment. A Field Supervisor will promptly investigate this matter and provide a response to the patient's sister within the next 24 to 72 hours.

• Initial Complaint

  Date:10/30/2023

  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.

  Acadian Ambulance failed to properly submit the initial claim/appeal documents to the insurer for services and now is demanding a $1877.34 payment from me. This service was covered by ******* *** **** and ******** insurance IF it had been billed correctly! Talking with the Acadian billing department when the first notices were received was dismissive. They did not want to resolve the issue and refused to resubmit the bills. The time limit for insurance to pay passed and they still had not resubmitted. The ambulance company accepted responsibility for filing - they need to do it correctly. I faithfully pay medical premiums and copays to prevent being out of pocket thousands of dollars.

  

  Business Response

  Date: 10/31/2023

  The insurance claims were submitted within the stipulated timeframe but regrettably, both insurance providers subsequently declined coverage. Following the receipt of these denials, a thorough examination of the claims was undertaken to ascertain their medical necessity. Upon careful review, it was determined that no compelling medical necessity could be established. In the absence of such necessity, the responsibility for initiating an appeal would have fallen upon the patient.
  
  It is crucial to emphasize that the coding on the claims could not be altered for the purpose of resubmission with the intention of achieving reimbursement. Modifying the codes in an attempt to secure reimbursement would constitute a breach of ethical and legal standards, as it would be considered an act of fraud.

   

  Tara ******