Ambulance Services
Brewster Ambulance Service, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Brewster Ambulance Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/26/2024
Type:Service or Repair IssuesStatus: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 was sent by my orthopedist to inpatient rehab at ********* ******** on 08-20-2024. on the bill for the transportation by brewster ambulance, brewster billed only ******** and failed to bill my insurance, ********** blue shield of *************, for the remainder of the bill. ********** blue shield tells me that they tried to work with brewster ambulance several times including 10-18-24 and again on 11-08-24 and brewster has continued to fail to followup to settle the bill. i have tried reaching this company repeatedly (the phone number listed on the bill for billing questions ************) is continuously busy no matter what days/times you call. i then tried emailing the billing **** at the address on the bill, ********************************************************* and still have gotten no reply. can better business bureau please try to reach this company to get them to contact ********** blue shield *************, to get this bill settled please?Customer Answer
Date: 12/07/2024
I have not heard from the business in response to my complaint. since today is saturday i will try to call them again on monday and will email them again. after that, if i get no reply, i guess my next step will be a registered letter with the request for a signed return receipt.
what a terrible way for this ambulance service to treat people!
Business Response
Date: 12/31/2024
Dear *****,
We are sincerely sorry for the lack of response you have experienced from our billing department. We understand your frustration and concern over this issue. It is our goal to provide effective and timely communication with all our clients and we clearly have not met that standard in this instance.
I would like to inform you that I have escalated this matter to our Billing Manager, ***** ******. She will be dedicating her attention towards resolving this billing issue. You should expect a direct response from her as she examines and addresses the case in detail.
Please accept our apologies once again for any inconveniences you've experienced. We prioritize the satisfaction of our customers and are committed to rectifying this problem swiftly.
Best Regards,
MarkInitial Complaint
Date:09/20/2022
Type:Billing IssuesStatus: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.
Brewster ambulance billed the wrong insurance company several times even after u corrected *** them on who to bill and now they are trying to bill me and sent my I formation to collections The director of billing sent me an email basically saying "oh well deal with collections now"Business Response
Date: 09/21/2022
******************** was sent several inquiries/bills requesting him to contact our office if he had updated insurance information. After three failed attempts and phone calls trying to get a hold of ********************, we sent him to our collections agency. ******************** contacted us months after this bill was sent out, with his insurance information, after he was contacted by the collections agency. By the time ******************** gave us the corrected information, the timely filing limit for his insurance company had passed. I agreed to send the claim to his insurance company, letting him know that they would most certainly deny this claim, and he would be responsible for the payment. We submitted the claim to his insurance company, and the claim was denied for being filed past the timely filing deadline. We resent ******************** three invoices for this payment, which he did not pay, and he was sent again to collections.
We are confident we did our due diligence in investigating this claim, trying to contact ******************** several times, compliant with our process of filing the claim once we received the information, and also offering ******************** options to set up a payment plan for the amount he owes, which he denied.Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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.
We have had scheduling issues with Brewster Ambulance before. Today, my son, a quadriplegic, endured five hours of delays. Try to imagine that as someone with almost no control of over their life as well as three bedsores from other uncaring attendants.The cavalier dispatcher had no apologies and zero sympathy. It is what it is and I suppose that he thinks that we should be grateful.Customer Answer
Date: 09/11/2022
I have not heard from the business in response to my complaint.Business Response
Date: 09/13/2022
Good afternoon,
On behalf of Brewster Ambulance Service, I want to extend my sincerest apologies for the troubles and frustration that you and your son have encountered.
Customer ********************** has always been a core fundamental of Brewster & unfortunately we failed to meet our own expectations.
Nationwide, everyone has felt the impact of unplanned absences due to COVID-19, which has impacted our staffing and daily operations and continues to impact the healthcare industry. With the Omicron surge and new variants making their way to the U.S., COVID-19 continues to impact the healthcare industry. According to a survey conducted by the American Ambulance Association, the turnover among paramedics and EMTs ranges from 20 to 30 percent annually, resulting in an unsustainable 100 percent turnover every four years. We are not trying to make excuses; however, it continues to hinder service.
We do our best to provide all our patients with quality patient care and to be on time, but there are times when emergent transports take priority over non-emergent transports. I am not saying that your sons appointment isn't an emergency; unfortunately, others are.
Again, I am sorry for the inconvenience this has caused you. I am comfortable telling you that this should not be an issue moving forward as we are starting to see an increase in staffing.
Sincerely,
Mark Brewster
Brewster Ambulance Service, Inc. is NOT a BBB Accredited Business.
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