ComplaintsforCommunity Ambulance

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  09/19/2023 Insurance paid ****** they wont us to pay ****** My dispute is that I had a health problem the ambulance came. I told them I didn't need a ambulance they didn't listen. While in the ambulance one of the med ads took my wallet out of my pant's with out my permission . took out my insurance card. I told them I didn't want to go to the hospital I was lucid and very much aware what was going on. They took me anyway against my will... I have called the company and told them I am not going to pay you a *****. It's against the law to take someone anywhere with out there permission.... The are still billing me.

  Business response

  08/21/2024

  Received the complaint.  I've pulled patient care report and reviewed it for accuracy.  Have reached out to staff and Clark County Fire Personnel to review their patient care records.  Will report back.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I would like to make a complaint against Community Ambulance, specifically the billing department. They have not sent me a confirmation regarding a payments I have made. I requested to speak to a supervisor today, June 10, 2024, and the representative named ******** stated she could not transfer me to a supervisor.I am concerned because the payment was taken from my account, but they are unable to confirm that the payment has been received.I spoke to a supervisor about my complaint today at 11:35am, but I havent received any confirmation of payments yet or any invoices. I was only informed verbally.

  Business response

  06/26/2024

  Payments were confirmed and a statement was sent.  Please send any future correspondence or requests to ********************************.  Thank you.

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/2/23 I had a medical emergency requiring an ambulance trip to **************** provided by Community Ambulance (trip # ***-76777079-00, date of service 12/2/23). I gave them my insurance information in the ambulance *********** Blue Shield). I received a bill from Community ambulance (presumed after my insurance was billed), & paid in full $1239.27 on 12/11/23 which posted on my **** 12/12/23 (the bill stated I'd receive a discount if paid in full so I put whole amount $1239.27 on my ****** Then, on 1/10/24 I received an Explanation of Benefits claim form from ********** Blue Shield stating Community Ambulance sent them a claim on 1/5/24 for the same trip (not at the discounted rate they billed me for, but rather for $1376.97). The *** proves the insurance also paid the exact same ambulance claim on 1/6/24 (in the amount of $1276.97)--effectively resulting in Community Ambulance committing insurance fraud by billing (after they'd already been paid in full from me) & receiving payment twice for the same claim. I have contacted Community Ambulance a total of 16 times since 1/10/24 & each time they are unable to tell me the status of my refund (since they were paid by the insurance & the amount of $1239.27 they requested from me as "full payment"). They continue to claim that they will "escalate the refund request" but after 3 months of contacting them (and being shuffled to multiple different agents) I have still not received a refund. **** has also refused to ***** a refund despite filing a dispute, nor will insurance reimburse me. Each month that goes by I am losing 4.85% interest on the $1239.27 I paid (a cumulative amount WELL over the $100 copay I actually would have owed per my plan), that should be sitting in my high yield savings account accumulating interest. I am requesting a refund & recommend insurance fraud investigation since the ambulance billed insurance AFTER being paid "in full" & continue to evade issuing a refund for a duplicate paid claim.

  Business response

  05/08/2024

  I'm sorry for the miscommunication and delay in refund. In reviewing the billing notes it appears that the insurance provided originally was not billed but BXBS of NV Federal was discovered as active and primary for patient prior to patient payment.  Payment from BXBS was received on 1/16/24 and patient is due a refund of $1,139.27.   I see notes from our 3rd party billing company regarding speaking to patient and "escalating status for refund" but do not see that they processed the refund.  We terminated our contract with the 3rd party ****** on 2/1/24 and all open/refund accounts were essentially placed on hold as they transitioned their data/logs to us as we brought billing in house.  With that, I will ensure a check in the amount of $1,139.27 is sent out by 5/9/24 to refund the patient the amount owed back.   I appreciate your patience with the process.

   

   

  Customer response

  05/09/2024

   
  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

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 9th 2023 my husband used the services of Community Ambulance for transport to a clinic in *********, **. The service was bad but not the issue I want to address. The cost was fine. This issue is we were balance billed. Our total bill was $1272.00 and our insurance company (Cigna) applied a discount of $433.57 and paid Community Ambulance $754.59 which left a balance of $83.84 for us to pay. We received an invoice in July from Community Ambulance stating that we owe $517.41 instead of $83.84. I called Community Ambulance and they said they did not receive the Explanation Of Benefits (***) which ***** confirmed they had sent to them. They also threaten to send us to collections if we didnt pay immediately. I told them I would get the *** from Cigna and mail it to them. I sent the *** (certified mail) to Community Ambulance on 07/11/2023. After I confirmed delivery of July 21, 2023 06:37AM, I called Community Ambulance again on 08/09/2023 and they said they did not receive it. I gave them the delivery date it was received and they said they would have to look into it. I called again on 08/25/2023 and they said it was under review and would not go to collections. I never heard from them again until I opened the mail today and we received another bill dated 02/09/2024 for $517.41 with a due date of 02/24/2024 with no explanation or reference to my calls, the discount that should be applied or the ***. When speaking with *****, they said these Ambulance companies are known for Balance Billing. Date of Service: 03/09/2023; Provider: Community Ambulance; Trip Number: 150-06972314-00 We would just like our bill adjusted to the correct amount of $83.84 as outlined in the *** from Cigna

  Business response

  02/28/2024

  I have inquired with our 3rd ******************** to get billing records/notes.  ***** often takes discounts they aren't entitled to and then blames ambulance companies for balance billing leaving the patient in the middle.  Will review notes and advise current status of the claim within ***** hours.

   

  Customer response

  03/06/2024

  I appreciate the quick response from Community Ambulance I wanted to add that ***** said the discount was an agreement Community Ambulance made with the third party Zelis for the discount with *****.  I will look for their response in the ***** hours as they noted in their message before I accept their response. Thanks!

  Business response

  03/07/2024

  Zelis is a 3rd party company that Cigna pays to "negotiate claims" on their behalf with providers.  We do not employ, have a contract, or accept any offers that ****** makes as the rates for ambulance services in ************ are set by the government and are eligible for a 10% prompt pay discount but no contractual discounts.  We have appealed the claim to ***** and they denied the claim and instruct us to balance bill the patient.  I'd be happy to coordinate a call with CIGNA and the patient to discuss this directly with them as any attempts that we have to appeal or speak to Cigna they decline paying the claim.

  Customer response

  03/11/2024

   
  Complaint: 21355356
  
  I am rejecting this response because:  It was a response saying they would look into it and send a response in ***** hours.  I sent additional information on 3/6 and I am waiting to hear back from Community Ambulance as they said they would send their response in ***** hrs on 3/5.  It has been 48 hours and I don't see a response from them. I appreciate them acknowledging the complaint but their initial response was not an official response to the issue.
  
  Sincerely,
  
  *************************

  Customer response

  03/16/2024

  Thanks for the information.  I would like to have the call with ***** and Community Ambulance to clarify the discount.  ***** included the discount on the *** and they said it was a discount that was agreed upon.  Thanks!

  Business response

  04/04/2024

  Pre-emptively called CIGNA who referred me to ******.  Spoke to ****** who stated the bill should have been paid by CIGNA at 100% and confirmed that there is no "contract or discount" that should have been applied to this claim.  They need to send the claim back to CIGNA for redetermination.   I asked them if we should get on the phone with the patient which they said may help but that they could reach out directly to patient to give an update and explain the process.  They gave me a reference # of *******.

  Customer response

  04/09/2024

  I am going to accept Community Ambulance's response but before I do I wanted to note that I appreciate the efforts of the person at Community Ambulance handling this BBB complaint.  I just wish this is how customer service at ********************** would have handled this so I did not have to spend the enormous amount of time I have spent on this forcing me to go through the BBB to get answers to my questions.  When I called customer service at ********************** they did not offer any help or look into the issue, they just threatened to send me to collections if I did not pay immediately.  I do not wish to spend any more time on this as it seems to be going in circles with no way to really get it resolved.  I am still not clear why Cigna would include the discount from Community Ambulance on the *** if Community Ambulance is saying it is completely made up.  

  Business response

  04/12/2024

  I am still waiting to get a redetermination from CIGNA on this and the account is on hold until we do. I'm sorry this has been such a negative experience for the patient.  I could opine regarding our frustrations with insurance companies and the roadblocks they create that often puts patients in the middle of billing disputes, but it's something we deal with on a regular basis.  

  In regard to our customer service and not addressing the root of the issue initially....since we started as a company back in 2010 we have always outsourced our billing services and with that came outsourced customer service call centers.  What we've found over the years is that these call centers didn't always align with our expectations or represent us in a way we felt matched our company culture of providing the best medical care and patient services we possibly can.  With that, we recently (as of 2/1/2024) have brought all billing and associated customer service lines in-house in an attempt to make the billing experience better for everyone.  My sincere apologies for the slow responses. 

  Let's see what ***** says.

  Customer response

  04/16/2024

  Thank you for the thoughtful response!  I really appreciate your efforts to get some answers and resolve the issue.  I think bringing your customer service in house will greatly improve the experience and hopefully save everyone some time and hassle.  Thank you for putting my account on hold.  I will wait to hear back from you once ***** responds.  Thanks for your help!

  Customer response

  04/30/2024

  Thanks for following up but I don't understand why this was closed.  I was waiting to hear back from Community Ambulance.  My last response was below and left it with I will wait to hear back from you once ***** responds (to Community Ambulance).  I did not receive another response from Community Ambulance once they spoke to *****.  Did I miss something?

  Thank you for the thoughtful response!  I really appreciate your efforts to get some answers and resolve the issue.  I think bringing your customer service in house will greatly improve the experience and hopefully save everyone some time and hassle.  Thank you for putting my account on hold.  I will wait to hear back from you once ***** responds.  Thanks for your help!

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified via my credit report that I had a collection account. After further investigation community ambulance had turned over a bill to Wakefield and associates for collection. I contacted my insurance company who had no record of ever receiving a bill from this company. I called community ambulance and they never billed my insurance or submitted a bill as they had an incorrect birthday and no insurance information which I provided to them on 1/4/2023 they say I was transported by the ambulance. I gave the *** my drivers license and my insurance card. Now they are saying it may be to later for the insurance company to pay the bill. I am not going to be responsible for their error in billing and or their employee not providing the information to the company that I provided to him

  Business response

  02/26/2024

  I have reached out to Wakfield and Associates to recall claim from collections and write-off the balance.

   

   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This whole business is a Joke!!! From the ambulance drivers to the billing. We called 911 when My son broke his femur in football. 2 clowns showed up not even knowing how to get on the field and didn't know how to use their own equipment. As a nurse, I was appalled. They never gave my son any kind of pain medicine on the way despite me asking several times. UMC Children's trauma was questioning them because his heart rate was over 200 when he arrived and he was screaming in pain the whole time. A friend commented we should have loaded him in their truck and transported him ourselves. He was traumatized by that shotty ambulance. Also, the inside was disorganized, stuff was laying all over everywhere. Gauze, lines, tape. It was filthy like nobody ever cleaned.Now, for the last month, I've tried to make a payment for the bill I received but nobody answers the phone ..EVER. Leave a message, nobody calls back!!!

  Business response

  01/22/2024

  Complaint was received and forwarded to our clinical department for their review.  They have pulled the patient run report and discussed the call with the crew.  I have also forwarded the information to our billing department as to why the patient is having trouble reaching them.  I'm awaiting feedback from both departments to offer a resolution.

  Business response

  02/06/2024

  In speaking with the crew regarding their treatment and transport of the patient they did offer this explanation;
  

  Employee did admit that there was some initial confusion of how to access the patient since it was at a local playing field. He said they initially parked above the field in the parking lot and began walking down when someone informed them where they would be able to drive directly onto the field. This  caused them to have to relocate and caused a slight delay in accessing/treating the patient. Employee said that he did the initial assessment and offered pain medications but indicated it would be a narcotic, in which the mother stated she was a nurse and preferred he did not receive a narcotic. Employee indicated that the patient was obviously uncomfortable and that his pain dramatically increased with movement but was able to tolerate it.  They said the transport was uneventful and reaffirmed once again that they were not aware of any displeasure by the parents with how their son was being treated. They did not know what they were referring to in the complaint regarding not knowing how to operate their equipment, since they obtained vitals and splint the leg.  Vitals remained stable during the transport so unsure where the 200 pulse information was received from.

  All care given was appropriate and consistent with local EMS protocols.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received excellent service from Community Ambulance on 9-22-23. The unresolved problem is with billing. I provided all my insurance information to the ambulance crew on the date of service. I received a bill on 10-16-23 and then a letter dated 10-18-23 stating that my insurance had denied the claim due to insufficient information. The fact is that a claim was never filed with my insurance company. I contacted the ************* after receiving this letter and was told that Community Ambulance did not have ANY of my insurance information, so how could a claim have been denied? I gave my complete insurance information again. I have called the billing department numerous times since then to inquire about the status of my claim. I have been told numerous stories: "Your billing is in process." "Your billing is under review by our AR Team." "We have 45 days to review this bill before submitting to your insurance company." Those 45 days have long passed and my insurance company has still not received a claim. My insurance company finally received a phone call on November 11 from the ****************** at Community Ambulance. Extensive information was given to the ****************** but still a claim has not been filed. I am about to lose my travel insurance coverage for this bill of $1494.17 because of the extreme delay and run around. As many other customers have reported, this third party billing company is terrible.

  Business response

  01/09/2024

  I reached out to our billing company and from their notes it looks like they were having difficulty in confirming the insurance plan with ************************, and White.  See notes here; "We initially received traditional ******** as the payer.  During the verification stage, we were able to source ***********************, White as the *** HMO replacement, but the patient insurance ID was not returned in the file.  We sent a statement to patient on 10/16 for complete insurance information.  The patient contacted us on 10/24 and shared insurance information.  We contacted the *** HMO multiple times on 10/25, with the information supplied, to verify coverage, but could not connect with a representative.  The patient was sent a statement again on 10/26 to obtain complete insurance since we could not validate the coverage. Patient contacted us on 11/8 and supplied complete information.  On 11/9 we were able to validate the information, but unable to locate the *** HMO payer information in our system.  The account was placed in a hold status to complete the insurance add request.  The patient also contacted us on 11/9 and was advised the information would need to be added to system for billing and needed to allow time for processing.  ************* add form request was completed on 11/13.  Patient contacted us on 11/20 requesting to speak with Supervisor and was advised the insurance add process was in process and to allow time.  On 12/4 insurance add requested by team leader via internal routing process and was billed on 12/5."  

  I will follow up as I have additional notes. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *see attachment

  Business response

  10/27/2023

  I am not seeing any attachment that is referenced in the complaint.  Unsure of actual complaint. 

  Business response

  11/10/2023

  It appears the patient is paying off two different trips as he used the service on 7/6/22 and again on 8/7/22. His copay with ******** is $195 per trip.  There remains a balance of $135 (not with collections) and $95 with a trip currently in collections.  All payments seem accounted for for patient.  

  Customer response

  11/22/2023

   
  Complaint: 20750939
  
  I am rejecting this response because:

  ***See attached document***
  
  Sincerely,
  
  *************************

  Business response

  12/07/2023

  See notes from billing service;

  ************ DOS 7/26/2022 - Per EOB patient responsibility = $195. Customer made 3 payments in the amount of $20 each.
  Remaining balance due = $135
  
  150-81408729-00 DOS 8/7/2022 - Per EOB patient responsibility = $195. Customer made 3 payments for a total of $45.
  Trip was written off to collection. Customer made 2 additional payments after write off. WAKEFIELD balance = $95.    
  
  Attached caller notes that the two trips were explained but patient got frustrated and hung up on billing service.  
  

  Patient is welcome to work with collection agency on payment plan if he wishes. 
  
  
  
  

  Business response

  12/07/2023

  Business

  Most Recent Message

  Date Sent: 12/7/2023 1:54:58 PM
  

  See notes from billing service;

  ************ DOS 7/26/2022 - Per EOB patient responsibility = $195. Customer made 3 payments in the amount of $20 each.
  Remaining balance due = $135
  
  150-81408729-00 DOS 8/7/2022 - Per EOB patient responsibility = $195. Customer made 3 payments for a total of $45.
  Trip was written off to collection. Customer made 2 additional payments after write off. WAKEFIELD balance = $95.     
  
  Attached caller notes that the two trips were explained but patient got frustrated and hung up on billing service.  
  

  Patient is welcome to work with collection agency on payment plan if he wishes. 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used ambulance service on 1/22/2022. Due to the company submitting incorrect insurance information the company sent a debt of $1,296.23 to collections. After months of back and forth, the collections agency resubmitted the correct information to my insurance company Tricare. Community Ambulance accepted Tricare terms of service and received payment on July 18, 2023 with an explanation of benefits that outlined the Tricare approved amount. Tricare approved $505.51 for the service with $126.38 to be paid by me. $790.72 was supposed to be written off based on the terms of service the company accepted. At this point, I've tried multiple times to make the payment of $126.38. Community Ambulance is trying to bill me for $917.10 which is a violation of the balanced billing act they accepted from Tricare. I've tried multiple times to call and escalate my account. Every time someone answers reading from a script and says the account has been escalated and I will hear back in 3-5 business days. 5 months later I'm frustrated and they are threatening sending the amount to collections again. Tricare has sent them multiple letters, I've emailed them the explanation of benefits, and they recieved it when they cashed the check on Jul 18, 2023.

  Business response

  11/10/2023

  I have reached out to our 3rd party billing company and confirmed that the balance due is the $126.38 asserted by the patient and that the claim in not in collections status.

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 3rd 2023 I (*******************************) used the services of Community Ambulance for transport to a medical center in ********* **. The service nor the cost is of issue. The issue is that my insurance company applied a discount of $127.20 and paid the remainder of the bill in full. I have since received invoices from Community Ambulance stating that I owe the $127.20 that my insurance company states is a discount applied to my claim. Upon speaking with my insurance company, they stated that Community Ambulance is known to bill customer for the discounted amount, AKA Balance Billing, as they claim the discount does not apply due to state laws. But my insurance company, Cigna, states that they must accept the discount as it's federal law. and now state law in both ** (were I had the service and AZ where I reside). ***** has opened a claim dispute and is contacting Community Ambulance. But I am still getting bills from Community Ambulance. The lasted one dated 8/18/2023 included ****ATTENTION: PRECOLLECTION NOTICE****. I would like them to be put on notice to stop and be put not notice for this practice of Balance Billing.Date of Service: 04/03/2023; Provider: Community Ambulance; Trip Number: 150-73323442-00; Patient Name: *******************************; Account Number: **************.

  Business response

  11/10/2023

  Balance was zeroed out.  Cigna had applied a 10% prompt pay discount to the account despite not meeting the prompt pay criteria, hence the confusion of the balance owed.  Community Ambulance wrote off balance vs pursuing through collections. 

  Business response

  11/10/2023

  Balance was zeroed out.  Cigna had applied a 10% prompt pay discount to the account despite not meeting the prompt pay criteria, hence the confusion of the balance owed.  Community Ambulance wrote off balance vs pursuing through collections. 

  Business response

  02/08/2024

  The balance was recalled and written off last year (see attached).  I've reached out to ********* as to how the balance remains outstanding and to please write-off.

   

*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. ↩