ComplaintsforButler Medical Transport, LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has the worst customer service. My wife is trying to deal with a bill for transport that was sent to us in error that should have been covered by ********. The coding was wrong and when we called to try and fix the bill the call taker, Aisha got on the phone with a terrible attitude. She was rude and refused to help with the bill. My father in law spoke with her and asked her to let her to have his daughter help and Aisha said I’m not helping you and hung up the phone on a 72 yr old cancer patient. When we called back to get the employees same she was rude again and when we told her we were making complaint we hung up. She then called us back and told us that we can’t get her and play games. I have never witnessed or dealt with such a rude and terrible representative of a company. This company should be ashamed of hiring such a horrible person to deal in customer service. We have not been able to get a response from anyone else about this billing issue and we will not recommend this company to handle any transports for family members or use them in the future. Terrible company We need the billing issue to be fixed. ******** advises the code submitted was for educational coding however it was clearly accidental coding due to his level of medical care needed and should have been coded differently. Butler transportation is refusing to work with us to resubmit the claim.

  Business response

  02/02/2024

  Good afternoon, unfortunately the characterization of our organization is misplaced, and inaccurate, that being said their frustration is real, but misdirected.  The caller that was hung up on by our representative, that was done so after the caller proceeded to use vulgar and profane language with our team member, that behavior will not be tolerated and yes, the call will be terminated.  Butler Medical is happy to provide the recording of this vulgar interaction if requested.  It is of note the family acknowledges this behavior and has apologized for it.   Regarding the transport the patient should have required a wheelchair van, unfortunately the hospital NOT Butler Medical requested the wrong modality for transport.  The Hospital has acknowledged their error and has agreed to cover all costs associated with the transport, after Butler Medical worked with them to recognize their error.  There was no error in coding, simply put the patient did not require an ambulance, and as such it was not covered under federal guidelines.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  11/23/2023: ambulance service from hospital to sub acute facility. ******** denied claim but it meets ******* standards. They are still processing but Butler demands immediate payment. They are an in-network ******* participant They need to wait for ******* final decision. They are threatening legal action against me.

  Business response

  01/19/2024

  While we respectfully disagree with the consumers opinion of the tone of the letter, he is correct his claim was denied by his primary insurance carrier (********), billed to his secondary, to which they have not acted, but most all secondary automatically deny if the primary denies.  ******* did request a copy of the Patient Care Report which was provide to them on 12/18/23.  Butler Medical has followed the procedure for billing and collections set out by the facility that ordered the consumer’s transport.  However in the spirt of exceptional customer service, which is a hallmark of our organization, despite ******* having 30 days by MD law to respond, we will afford the consumer an additional 30 days through 2/18/23 to get his secondary payor to reimburse said transport, or ultimately the consumer will revert to the payor of responsibility. 

  Customer response

  01/19/2024

  
  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

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was taken to the ******* hospital in **********, ******** for a nosebleed on 10/16/22. After receiving treatment at the hospital I was offered a ride back to my apartment at ********************* at 4 am the next morning via Butler Transport (run number 55235-22). I received no care by Butler and was able to walk and sit on my own in the ambulance. Butler billed ********* and ******** denied the claim since it was not medically necessary. It was never explained to me that this could be the case and that I could be charged $474.20 for an 11-mile, 16 min ride home. It was my understanding that I was simply getting a ride home. I've been told that I signed paperwork indicating that I understood that I was financially responsible, however, I didn't realize that I'd be financially responsible for this amount. I was told that I was getting a ride home. Had I realized that I'd be charged this amount, I would have called a taxi. I've reached out several times to Butler, but was told they could not reduce the amount. I feel like this is a very bad business practice that takes advantage of elderly patients who do not understand the potential consequences of their decisions. I also find the company's aggressive nature on the phone when I and my daughter called to resolve this unnecessary, Additionally, it took the company over a month of repeated phone calls to call us back.

  Business response

  01/10/2023

  This situation is unfortunate, and BMT sympathizes with the client and their family, and is happy to report that BMT's leadership team was able to convince the hospital to cover the cost in full for the patient, as the hospital ordered the transport for the patient, and as indicated the patient signed acceptance for all associated costs of the transport. The unfortunate part is the service requested for the patient by the hospital was not medically necessary placing the patient in an unnecessary financial conundrum. The daughter was notified that all charges has been covered by the Hospital.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company did the following: 1) Submitted an incorrect **** to Medicare 2) Sent a "collections" letter without ever sending a **** 3) Refused to resubmit to Medicare even though they are able to 4) Treated me rudely and hung up on me, providing NO empathy. Now I have lost my Dad and have to deal with their scammy billing department.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/17) */ It is unfortunate that Mr. ***** had an unsatisfactory customer experience with our billing department. The process of insurance denials and appeals can be frustrating. In response to Mr. *****'s complaint: Butler Medical Transport submitted the medical **** to Medicare in the guidelines set forth by The Center for Medicare and Medicaid Services. We do issue a collections letter after a series of invoices. We failed to effectively explain to Mr. *****, that we cannot alter the facts presented by our licensed EMS professionals when submitting a claim to Medicare. Our team member was not rude to Mr. *****, we reviewed the phone recordings; Insurance can be a challenging system and customers tend to get agitated and frustrated. We do apologize for his experience and offer our deepest condolences. We have recently been in contact with Mr. ***** and are guiding him through the Medicare appeals process. Consumer Response /* (3000, 7, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is insulting and inaccurate. I received a call today, and was told that the **** had been returned and NOT deliveredso a collections notice was sent even though the company KNEW that no **** had been received (or re-sent). Whoever "reviewed the recordings" is clearly lyingthe agent was rude and in fact hung up on me after leaving the line open without saying anything. That is inarguable. This message is the first time I received any condolences from the company. This message shows again the company is not taking ownership and is not showing empathythey are in fact putting everything on the consumer when their EMTs are the ones who screwed up in the first place. I **** never do business with this company again and they should be ashamed of themselves. Business Response /* (4000, 9, 2022/05/20) */ Butler Medical Transport takes great pride in the work that we do. We are in the business of customer care and compassion. We do over 50,000 medical transports per year and continuously focus on patient safety and customer service. We take ownership in everything we do, but unfortunately when it come to the insurance appeals process, the responsibility is that of the patient. Consumer Response /* (4200, 11, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's no resolution here. No apology or ownership. Not accepted.

*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. ↩