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:12/16/2024

  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.

  My husband is a type 1 diabetic. A few months ago, he had a very low sugar episode. I injected him with glucogan to bring his sugar up, but he was still out of the right state of mind. So I called 911. By the time they arrived, he was still low but not as low. The paramedics did nothing. Once his sugar was above 70, they left. Follow to a few months later, we received a bill for $200! The ****** insurance ********** blue shield paid $75 towards it. Now in all the years we've lived in this house and had a few 911 calls, we have never received a bill.. The not so nice lady on the phone said ********** blue shield paid $200 (not on the bill they didn't) and we owe $200.. makes sense right?? They could nicely make payments of $50 for 4 months though. The lady offered to send to the bill to collections and I agreed. We can't afford it. Not to mention emergycare is supposed to write off the bill because the insurance paid a portion of it. It's called double billing. It's illegal. Now we are going to have another ding on our credit score (oh well) because of their illegal activity.

  Business Response

  Date: 12/18/2024

  Thank you for sharing your concerns, and we apologize for any frustration or confusion this situation has caused. We understand the stress that medical emergencies and billing issues can create, and wed like to address your concerns as clearly as possible.
  
  Regarding Treatment Without Transport
  Our team of *** providers responded promptly to the call and monitored the patient on-site, ensuring their safety until their condition stabilized. While transport to a medical facility did not occur in this instance, our teams presence and care are still considered billable services. This is a standard practice across the *** industry to support operational costs and the availability of care at all times.
  
  Billing Practices and Patient Responsibility
  EmergyCare is a non-profit organization that receives funding through insurance reimbursements, memberships, grants, and donations to continue offering life-saving services to our community. Unfortunately, insurance reimbursement often does not fully cover the cost of *** care. In this case, the base charge for treatment without transport was $275.  EmergyCare is not double billing.EmergyCare billed Highmark $275.00. Highmark applied $200.00 to the patients deductible, and the remaining $75.00 was written off. The patients deductible amount, as determined by the insurance company, is the patients responsibility. The balance represents the patients financial responsibility for the services provided.   This is not double billing, nor is it illegal.

  
  Membership Program
  To help mitigate out-of-pocket expenses in the future, we offer a membership program for $50 per year. This program reduces patient costs for services not fully covered by insurance. Memberships are effective immediately upon payment. We encourage you to review the attached brochure for more details.
  
  Payment Options and Assistance
  We understand financial difficulties, so we offer flexible payment arrangements to assist patients in managing their obligations.
  
  We hope this clarifies the situation and demonstrates our commitment to transparent communication. Please dont hesitate to reach out if you have further questions or concerns.

  
  

  Customer Answer

  Date: 12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   We have never received a bill for a 911 emt ambulance call in the 7 years we have lived at our current residence.  This includes the years we did not have insurance.  It should not cost $550 in total for an emt call if what you're saying about $200 being paid for denied insurance and $75 being written off. There is an error and it is your responsibility to reach his insurance.  This is what I was told by someone who currently works in healthcare insurance. 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:01/29/2024

  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 December 31, 2022 I called 911. I couldn't walk and had horrible pain in my left leg. Two paramedics came and took my blood pressure and oxygen level. 60 seconds later the ambulance with paramedics came and took me to the hospital. The ambulance with the paramedics billed and was paid by Medicare. I received a bill from EmergyCare for $535 for paramedic care. I called Medicare, they informed they would pay the second bill for just the paramedic assessment when that bill was received. Called EmergyCare, they informed they could not bill Medicare as the ambulance bill from other company was billed. Exactly. Why do I have to pay for second ambulance when all they did was take vitals. If Medicare sees this as double billing, how am I responsible for this. The first paramedics indicated they heard the call and were in the area and thought they would respond. Knowing the ambulance was on its way.

  Business Response

  Date: 02/06/2024

  Dear Ms. Muzzio and BBB,

  Thank you for the opportunity to respond to Ms. *******'s concerns. I think to adequately address the issue it is important to define certain levels of service. These are per the Centers for Medicare and Medicaid Services (CMS).

  Basic Life Support (BLS): Transportation by ground ambulance vehicle and the provision of medically necessary supplies and service, including BLS ambulance services as defined by the State. An individual who is quaified in accordance with State and local laws as an EMT-Basic must staff the ambulance. 

  Advances Life Support (ALS): Transportation by ground ambulance vehicle and the provision of medically necessary supplies and services including the provision of an ALS assessment or at least one ALS interventions. (ALS assessments and interventions, in accordance with State and locals laws, are required to be done by a paramedic.)

  Paramedic Intercept: ALS services provided by an entity that does not provide the ambulance transport. This type of service is most often provided for an emergency ambulance transport in which a local volunteer ambulance that can only provide BLS level of service is dispatched to respond. 

  Ms. ******* called 911 which rang into the Warren County County Disaptch Center.. Due to the Nature of the call, Warren County disaptched ********* Volunteer Fire Department and requested EmergyCare as the paramedic intercept service. ******** is BLS certified only. Therefore, an ALS company (EmergyCare) was needed based on Emergency Medical Disaptch (EMD) protocols. 

  EmergyCare dd not respond after hearing the call as noted in Ms. *******'s complaint. EmergyCare was disaptched by the Warren County Dispatch Center. Emergycare was in the vacinity as arrived prior to *********. EmergyCare began patient assessment and care while waiting for the trransporing agency, Starbirck, to arrive. As previoisuly noted ********* is BLS certified only, They cannot perform the functions of a paramedic nor do they carry any ALS equipment. 

  Unfortunately, the EmergyCare service is non-covered through Medicare, The following languange is from the Medicare Benefit Policy Manual:

  10.5 - Joint Responses
  (Rev. 125, Issued 05-14-10, Effective: 01-04-10, Implementation: 06-15-10)
  A. BLS/ALS Joint Responses
  In situations where a BLS entity provides the transport of the beneficiary and an ALS entity provides a service that meets the fee schedule definition of an ALS intervention (e.g., ALS assessment, Paramedic Intercept services, etc.), the BLS supplier may bill Medicare the ALS rate provided that a written agreement between the BLS and ALS entities exists prior to submitting the Medicare claim. Providers/suppliers must provide a copy of the agreement or other such evidence (e.g., signed attestation) as determined by their intermediary or carrier upon request.
  Medicare does not regulate the compensation between the BLS entity and the ALS entity. If there is no agreement between the BLS ambulance supplier and the ALS entity furnishing the service, then only the BLS level of payment may be made. In this situation, the ALS entity’s services are not covered, and the beneficiary is liable for the expense of the ALS services to the extent that these services are beyond the scope of the BLS level of payment.

  EmergyCare and ********* do not have a contract to jointly bill Medicare. Emergycare did submit its' portion to Medicare and it correctly denied as non-covered. Therefore, Ms. ******* is responsible for the charge. 

  Thank you for the opportunity to address this matter. I would be hapy to discuss this matter further if needed. I can be contacted as (814) 870-1033. 

  Chris K***

  Patient Services Manager

   

   

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It makes no sense to me that it takes two separate companies to address one 911 call (even though two separate services were given) and yet, only one is allowed to bill Medicare or my private military insurance TriCare.  So that means every person calling 911 within the ********* area will be billed the $535 just to have their vitals taken.   

  Being retired military, on a fixed budget, I think this is unnecessary, unethical, and this will certainly make me rethink ever using 911 again.

  Medicare informed me this bill would be paid if billed since the ambulance was billed and paid, the paramedic assessment was NOT billed or paid.  

  I honestly don't think I owe this money.

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/04/2024

  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 December 2nd 2023, I called 911 to request an ambulance to transport me to UPMC Hamot Hospital because of chest pain and shortness of breath. An EmergyCare ambulance arrived and I got in it with a paramedic (40+ years experience) and and EMT. The EMT wanted to attach stickers for a heart monitoring system. I got a Braun Series 3 cordless electric razor with a beard trimming attachment out of my bag and requested that the EMT shave the areas where he intended to place the stickers. (I am very hairy and I do not want to experience a "wax job" when the stickers are removed.) He did so. When we arrived at the hospital, the razor was never returned to me. I noticed this after an hour or so. I have called EmergyCare several times about this, and their response is that the supervisor is very busy and will call back. No one has called back in a month. I want my razor with its fitting, or a retail replacement, or reimbursed for the cost of replacement, which would be $60.

  Business Response

  Date: 01/10/2024

  In reviewing this with my staff I cannot find any record of a call from Mr. ***. That is not to say that he didn't call, I just can't find where he left a message or who he may have spoken with. 

  With that said, we certainly would not purposely ignore such a complaint. 

  I have spoken with the crew and their recollection of event's match Mr. ***'s. The crew stated that they placed the razor back in the patient's bag and the last they saw it, the security guard, who went through his bag at Hamot Medical Center had it.

  I hope this helps,

  Todd

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I contacted EmergyCare three times in three weeks. Why would they not have a record of that? Were the women telling the truth when they said they would "send a note to the supervisor"? I talked to various women such as Bridgette, and they all said the supervisor would call back. No one ever called. If this really was not purposeful, it still left me without an answer, which is frustrating. 

  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:09/29/2022

  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.

  Date of ambulance service: 3/24/22 AHN West Pavillion contacted need of ambulance to transport to ER/St. Vincents, ********* ********** were contacted. Ambulance bill submitted through my insurance with an outstanding balance of $275 incurred as an outstanding balance once processed, Emergycare Acct. # ******** * My household holds an active membership for ambulance services, *Verified with Emerycare MPS contacted with this info on 4/18/22, once bill received from Emergycare in the amount of $275, per Denise @ MPS(###-###-####) stated they will cover the outstanding balance and will issue check to Emergycare to clear up balance. *Monthly bills still followed with balance still owing: 5/23 called both MPS and Emerycare to document not paid and inquire why it hadn't been taken care of. Told by Denise, once again, it will be processed for pymnt. 6/7 another bill in mail, balance still showing owed. Call made, discussed with Morgan at MPS, check was cut on 5/24/222 was told after speaking with her Mgr Denise. 6/7 updated Emerycare with info stated from MPS. Had not received any pymnt from them. 7/18 received another bill 7/27 received another bill. 8/5/22 called Emerycare to see if paid, had not. Called Denise @ MPS told me paid in May BUT will follow up with emails to Emergcare to see what happened on their end. 8/6/22 called Emergycare to see what can be done about this, They will call MPS personally and call me back with update. As of this email have not heard anything back from Emerycare nor given any path forward I could take to get this rectified with either party, 9/21/22 another bill arrived that balance is still owed. After 6 months this has continued with no end in site of this being taken care of between the 2 ambulance companies, I mentioned to Emergycare that my next step would be to turn to BBB, she replied with could not advise me on what to do but understood I needed outside assistance to step in. Please advise if additional info is needed. Thanks

  Business Response

  Date: 10/18/2022

  This letter is in response to complaint ID ********. As part of the EmergyCare Mission, we are committed to giving each patient care and compassion they deserve. We strive to maintain the highest level of patient satisfaction. Therefore, I appreciate the opportunity to address this matter. 

  
  On March 24, 2022, EmergyCare was dispatched by the Erie County 911 Dispatch Center to respond to **** ** ***** ** ** ***** **. EmergyCare subsequently transported the patient to Saint Vincent Health Center. 

  
  Insurance was billed and payment received. Highmark assigned a $275.00 copay as patient responsibility. EmergyCare billed the patient. The patient is a member of Millcreek Paramedic Service (MPS). Evidently, as a benefit of membership, MPS will pay for out-of-pocket expenses from other providers. 

  
  The EmergyCare bill is with the patient. Any arrangement or membership benefit is between MPS and the patient. As a courtesy, EmergyCare has contacted MPS on several occasions in regard to the balance bill. The last two attempts at contact were via email on October 3, and October 11, 2022, to which we have not received a reply. To date, EmergyCare has not been paid by the patient nor MPS. EmergyCare has remained very patient with this outstanding bill. 

  
  EmergyCare is sympathetic to the patient's situation. However, the balance bill belongs to the patient. EmergyCare has no authority to bill MPS. A recommended solution would be for the patient to pay the $275.00 to EmergyCare. This would stop the balance billing. The patient could then work with MPS on reimbursement. If MPS would eventually pay EmergyCare directly, any payment already received from the patient would be refunded. 

  
  I appreciate the opportunity to address this matter. If you need further assistance, please contact me 
  directly at ###-###-#### 

  
  Respectfully, 
   
  Chris K***, CAC, CADS Patient Services Manager 

  Customer Answer

  Date: 10/20/2022

  
  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. 
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank You BBB & Emergycare for your response in regard to complaint # ********.
  
  After reviewing reply I offer the following rebuttal:
  
   
  
  When notified by ********* ********** that payment was sent over to Emerygcare, May 2022,
  
  I felt that possibly Emergycare had yet to post to my account or was payment possibly mis-placed…?
  
  With a reciprocal agreement between both area ambulance services one would believe that they would work with one another to rectify billing. After reading Emergycares response it certainly sounds like that is not the case and they are both treated as separate identities where billing is concerned. ..my mistake!
  
  I do not feel that by my paying this bill to Emergycare will rectify this issue and will not expedite any payment reimbursement back to me as ********* ********** has not  paid or spoken to Emergycare up to this point, since bill from March of 2022.  This has gone on way to long with no answers or replies as to what this problem is! One company tells me it’s been paid and the other states never received
  
  Seeing that this ambulance service works reciprocally via both parties for patient transport can BBB reach out, under this complain #, to ********* ********** for further review on their end as to the issue? I certainly cannot be the only patient/customer that is experiencing this issue with ambulance service that we have paid to belong to. I have called both companies numerous times and have gotten no concrete answers from either as to why this is happening.
  
   
  
   
  
   
  
  Please advise and thanking you in advance for your assistance,
  
  ***** ****** ************