ComplaintsforGold Cross Services, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 24, 2024, I required an emergency ambulance ride and had to use Gold Cross Ambulance, which I understand is a state-run service with fixed costs. I was not given any option in terms of which provider I was allowed to use. I have full healthcare coverage with Cigna. For a one hour ambulance ride during which I required no emergency assistance, simply transportation to another facility, I was billed several thousand dollars. When my insurance company attempted to negotiate the claim on my behalf, the ambulance provider repeatedly made the claim that this was a state-provided service that treated all insurance coverage as out of network. I have also struggled with the incredibly slow bureaucracy at Cigna, and I do not understand the role they may or may not have played in failing to resolve this issue. This situation feels unjust and insupportable ethically. I see no immediate evidence that this business is state-operated, and I do not understand the pricing. I feel humiliated and hood-winked. I would greatly appreciate any assistance.

  

  Business response

  07/05/2024

  To Whom It May Concern
  Thank you for your inquiry regarding your ambulance transport dated 02/24/2024 from University Medical Center to Aspen Grove Hospital. As a matter of clearing up some statements made in *******’s original complaint, Gold Cross Ambulance is not a State-run service. Gold Cross Services Inc. is a privately owned ambulance service licensed to provide emergent and non-emergent ambulance transport in the State of Utah. The rates that we charge to provide emergent and non-emergent ambulance transport are set and controlled by the State of Utah and would be the same rates used by any other ambulance service licensed to provide ambulance services in the State of Utah. Finally, Gold Cross Ambulance currently holds an Interfacility license issued by the State which allows us to transport patients from one medical facility to another.
  As a rate regulated industry, it is expected that commercial insurance companies like Cigna will at minimum “allow” 100% of our billed charges considering that the State of Utah already negotiates our rates. Reducing our rates to negotiate with Cigna would be double regulating ourselves.
  We have attempted many times to negotiate an in-network agreement with Cigna, but they are unwilling to reach an agreement because they want us to reduce our rates below the State guidelines. We have not asked Cigna to pay our rates in full but to “allow” 100% of our charges and then pay the coverage benefit in effect for that patient for ambulance service.
  Because we are not a contracted provider with Cigna and ground ambulance services are currently excluded from the federal “No Surprises Act” we are well within our rights to bill the patient for any amount not covered by the insurance.
  While it is true that *******’s ambulance bill is several thousand dollars, $3,345.48, it is not a typical ambulance transport. Most ambulance transports within Salt Lake County are less than 8 miles and are around $2,200.  *******’s transport however was for forty-four (44) miles which dramatically increased the total bill because a portion of the bill is based on total miles transported at $42.24 per mile.
  Gold Cross appreciates the fact that ******* appealed with Cigna at our request after the original payment of $1,032.96, resulting in an additional payment from Cigna of $105.56. However, we have not heard from ******* since. We are willing to work with ******* either through setting up a monthly payment plan or even working with ******* in the event of financial hardship.
  Sincerely
  Tyler P*******
  Director of Billing
  Gold Cross Services, Inc. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been sent several bills by this business for ambulance services with date of service 7/24/22 but neither myself nor anyone in my household has been in a hospital or transported by an ambulance. I did reach out to the billing office upon receipt of the first bill and told them that they had the wrong person and was told that they would stop billing me but I received another bill today.

  

  Business response

  08/19/2022

  To Whom It May ************************** you for reaching out with your concern and we apologize for any confusion we may have caused.  In order to handle this complaint more fully could you please provide for us the name of the ********************* found on the piece of mail that you are receiving, we provide billing services for many ambulance/fire agenices througout the State, getting the name of the agency sending the bill will help us greatly.  Please also provide for us the name of the person the piece of mail is addressed to, this will assist us in locating the account that has your address attached to it. 

  Once those items are received we can help further resolve your concern 

  ************************;

  Director of Billing 

  Gold Cross Services, Inc. 

  ************ Office 

  Customer response

  08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have request additional information.  I do not see where it allows me to communicate back to them directly.  Do I give you that information and you pass it on?
  
  Sincerely,
  
  ***************************

  Customer response

  09/09/2022

  Sorry, I must be missing something because I do not see what is needing to be clarified.  Can you please explain what you need from me to proceed?

  

  Business response

  09/12/2022

  I need the name of the person the ambulance bill is addressed to.  It would also be helpful if you could tell me the name of the ambulance agency the ambulance bill is comong from.  We provide ambulance billing for 30 different fire and ambulance services so the name of the ambulance or fire agency where the bill is comng from would be helpful. 

  If you have any questions you can call me at ************

  ************************;

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have paid more than **** on a **** that should be paid off but not person has responded to my letters I have sent I even sent one certified explaining that I have paid 600 on a credit card and another 500 on my health insurance card as well as 500 thru my debit card and checking account not one person there as even accredited it to my statement they dont even respond to multiple letters just keep harassing me with saying I owe when I know its paid off

  

  Business response

  04/06/2022

  This complaint is being sent to Gold Cross Services, Inc.  We are both an ambulance service and a billing agent for other ambulance services througout the *************.  We appreciate ****************** inquiry into her ambulance **** which we believe may be with *************** *************** based on the limited information that she provided.  Gold Cross Services does provide billing and collection services for ***** City and we can see that ****************** does have an open balance with ***** for an ambulance transport.  Our records indicate that we have recived the following payments on ******************* account:   5/19/2021 a payment of $792.98 from ******************* 8/31/2021 a Master Card payment of $300.00 and 11/03/2021 a **** payment of $100.00.  We have no record of recieving from ***************** $600.00 on her credit card, $500.00 on her health insurance card or $500.00 through her debit and checking account.  

   If ****************** would like to provide for us documentation of these missing payments ie. a credit card and bank statement, showing these payments debting her account we will gladly look into why her ambualnce account does not then reflect these payments.  

   

  Tyler Peterson 

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

  Customer response

  04/10/2022

   
  Complaint: 16934679
  
  I am rejecting this response because: with everything paid the bull trains the same they never credit your account 
    if there is a balance it should only be 200 this is a crooked businesss 
  Sincerely,
  
  *****************************

  

  Business response

  04/11/2022

  As we indicated in our intial response if the patient would provide for us the exact dates these payments were made, the method used to pay, and proof via bank statement and/or credit card statement that these payments have cleared we would gladly look into her complaint  

  Customer response

  04/13/2022

   
  Complaint: 16934679
  
  I am rejecting this response because: as I stated in the last complaint not one of the payments that have been made by insurance have NEVER been credited to my account these are the ones they listed leaving a balance of 200 I'm still working with my bank as well as my health care savings card and credit card 

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

  

  Business response

  04/13/2022

  Gold Cross continues to stand by our offer that once the patient is able to produce to us bank/credit/health savings account statements showing the amounts and dates of the payments in dispute we will glad investigate why the payment(s) have not been posted to her account.  To this point in time ****************** has yet to even provide us dates of when the disputed payments have been made.  The following is a list of payments and adjustments made to her account:

  Original Balance $2374.60 from the 3/26/2021 ambulance transport by ***** City 

  Insurance Payment: <$792.98> from ****************** on 5/19/2021

  Mastercard Payment: <$300.00> from the patient on 8/31/2021

  VISA Payment:  <$100.00> from the patient on 11/03/2021

  Incurred Service charges:  $235.77 from 5/31/21-3/31/2022

  Wrote off:  <$235.77> of service charges today 

  Current Balance as of 4/13/2022:  $1181.62

  As indicated above and in prior responses once ****************** can provide us more details (dates, amounts, bank/credit card statements etc.) regarding the disputed payments we will be happy to investigate further .

   

  Customer response

  04/13/2022

   
  Complaint: 16934679
  
  I am rejecting this response because:who the heck can live and get ahead with anything if you overcharge everyone NO WAY does it cost **** to go in an ambulance I'm barely making it as is trying to help my granddaughter because she has a disease and her liver is failing 
  
  Sincerely,
  
  ******* Rawlns

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