ComplaintsforGuardian Flight LLC

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  For years we have been paying Guardian for family medevac coverage. The coverage is advertised as covering the full medevac cost and additional ambulance services associated with getting you to and from the airport. On July 7, 2022, My son ***** ******* was medevaced from Ketchikan Alaska to Bellingham WA on a Guardian Air Ambulance. Prior to the medevac, I called Guardian and confirmed that our medevac insurance through them was still current for our family and for our son *****'s. The Guardian Operator verified that we were up to date, and that ***** would be covered for the flight. When the air ambulance crew picked us up at the hospital, I told them that we were covered under their medevac insurance. A few months later, we received our first bill from Guardian and I gave our policy number to our son and he called and was told that it was taken care of. The next month we received another bill, and ignored it thinking that they hadn't caught the billing cycle. The following month we received another bill and my son called again and was told it would be taken care of. In January 2023 we were still receiving the $104,546 bill and it showed us as being delinquent. I then got involved and called Guardian off of their 800 number and the customer service person I talked with pulled up our Guardian household ID (*******) and said we were covered and that she would take care of it. In Feb 2023 we received another bill with no changes, and i called in and was not able to get anyone, so I left a message explaining the situation and asking for a call back. No one called back. I gave it about a few weeks and called the customer service number again and left another voice mail and emailed their customer support. No one responded to the email or phone message. Note: The few people I was able to talk to were pleasant and professional as I was with them.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 11/23/2021, my 5-year old daughter be was rushed to the Maui Memorial Emergency Room in Kahului with head injury but according to the ER doctor, due to the advanced care she might've needed which was unavailable at Maui Memorial, she needed medevac to Kapiolani Medical Center in Honolulu, which took place via Hawaii Life Flight (under Guardian Flight, LLC). Among the thousands in medical payments to the various entities, Hawaii Life Flight received over $33,000 in payments for that one short flight. Yet, they proceeded to send additional bills of thousands of dollars to my home, ignoring my multiple attempts to get details on the additional charges or the authorization from me (parent) to bill me these amounts, specifically asking for their Authorized Billing Application. I spoke with their customer service representatives on many occasions throughout 2022, requesting that information but they continued to stall me, with apparent intent to send their bill to their debt collection agency, Wakefield & Associates of Fort Morgan, CO. I believe it unfair and deceptive to ignore me and to force exuberant charges to debt collection despite my requests.

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