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:11/03/2024

  Type:Sales and Advertising 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.

  This complaint addresses *********************** handling of a hospital transfer for my wife that involved a lack of transparency, poor communication, and deceptive billing ************ wife required transportation between two medical facilities due to an urgent medical condition. She was experiencing severe pain and had been administered substantial pain medication before transfer. NW ********** failed to inform her or our family that this transfer was out of the designated service territory, which would incur additional charges. Instead, she was led to believe this was a standard ambulance service covered by insurance, with only a co-pay responsibility.Adding to the distress, the transfer itself was excessively long and poorly managed. My wife was in significant pain, yet Northwest ****************** staff had her sign paperwork while she was under the influence of medication, clearly unfit to provide informed consent at that moment.During the transfer, my wife was accompanied by NW ********** personnel whom I met at the destination hospital. These individuals were dismissive and unprofessional, refusing to provide clear information on the cost of services or any additional charges. They assured me that any fees beyond the co-pay were covered and that there was no need for concern. Upon arrival while in a room with my wife and two children, I was further pressured into signing paperwork "to collect the co-pay"Three months after this ordeal, we were issued a surprise bill from Northwest ******************. This charge was not discussed, nor was any indication given that additional costs were forthcoming after the initial co-pay. This surprise billing, without prior disclosure, reflects a disturbing lack of transparency in Northwest ******************s practices. They demonstrated a lack of communication and transparency in their billing, unprofessional conduct from personnel, and took advantage of a vulnerable patient.

  

  Business Response

  Date: 11/05/2024

  Hello Mr. *************** have received your complaint and are in the process of investigating the matter. Once we have the facts, we will work with you to help resolve your concerns. 

  Thank you!

  **** *****, CEO

• Initial Complaint

  Date:06/02/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 Service 3.12.24 received statement on 05.10.24 & again on 05.23.24. Amount is inaccurate and now they are stating I need to make monthly payments until ***** resolves my bill. ***** has already paid them but the amount they are billing me for is inaccurate. They are not willing to put the bill on hold while ***** is resolving with them.

  

  Business Response

  Date: 06/07/2024

  ****** was contacted and she was able to explain her situation.  ************** West, LLC (SDW) has been billing ****** a different amount then what is on her insurance invoice. Also, she is receiving invoices every two weeks instead of once a month as stated on the billing invoice.

  Northwest Ambulance will contact the billing agency and confirm the amount is correct and to resolve ******'s issue. 

  Northwest Ambulance will be contacted ****** on Monday or Tuesday next week with a follow-up report.

  *******************, CEO

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21792834
  
  I am rejecting this response because: While I appreciate the phone call the issue is not resolved and I do not want to close this case until it is actually resolved. Platinum Nine Holding/Northwest Ambulance is billing me in error & uncooperative/unprofessional. I have full insurance coverage and Aetna has paid them $3,449.00 as you can see in the attached email that is not what they are reflecting as amount due. I will gladly close the BBB once the bill has been updated. I should also not be receiving statements every two weeks requesting payments. In my opinion this is an unprofessional business practice in order to expedite the ability to send me to collections according to the email after 4 statements they submit to collections. These are not monthly if coming every two weeks. They are claiming they are exempt by the No Surprises Act when actually this is exactly what the act is for. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/12/2024

  Northwest Ambulance ***** contacted our 3rd party billing company. They have informed us that the client's insurance (Aetna) only paid for out of network rate and left the rest for the client to handle.  The client is working on Aetna to rebill this transport as "in-network" so that the whole bill will be covered. While this is being sorted out, *** has requested that ************* West (SDW) the 3rd party billing agency place Mrs. ************************ style="font-size: 0.875rem;">claim on hold for 60 days, thus allowing her and her insurance to resolve the bill. 

  Also, balancing billing does not apply to ground transport services only air transport.

   ****

  

  Business Response

  Date: 06/13/2024

  Good morning, 
  
  I have attached 2 documents showing ground ambulance is currently exempt from the No Surprises Act. This was found online at **********************************;
  
  On 5/10/24, we sent the initial itemized statement, and on 5/23/24, your first monthly statement was sent. You will continue to receive statements once per month. 
  
  So far, we have received $1,113.74 from Aetna, however we were able to locate a pending payment from Aetna that will leave you with a balance of $69.03. 
  
  If you have any additional questions you may reach out to ******* Services at ************. 
  
  Thank you, 
  *****
  Northwest Ambulance Billing Services
  AR Specialist
   
  PO Box 3510
  **********, *******; 98383-3510
   
  Ph: ************
  Fax: ************
  ********************************
  

  
  

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21792834
  
  I am rejecting this response because: this is not a resolution. They are just sending links to websites. 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 07/09/2024

  Good morning 
  I spoke with the operations manager yesterday he confirmed the balance is $69.00 and was going to be waived. Please confirm my account is zero balance and send me an updated statement to reflect so I may note this case as close.
  Thank you
  *****************
  

  
  

  

  Business Response

  Date: 07/09/2024

  Good morning, 
  
  Yes, your account balance is $0 at this time. Please see the attached itemized statement. 
  
  Thank you, 
  *****
  Northwest Ambulance Billing Services
  AR Specialist
   
  PO Box 3510
  **********, *******; 98383-3510
   
  Ph: ************
  Fax: ************
  ********************************
   
  

  
  

  

  Business Response

  Date: 07/09/2024

  Good morning,
   
  I have reached out to *****************, and she is satisfied with her claim. Her insurance covered 99% and we have waived the rest of her claim.
   
  I could not find a place for me to respond back on the complaint portal, sorry if this was the wrong place to report this. 
   
  Thank you!
   
   
   
  *******************, CEO
  
  
  Address     *****************************************
  Cell           ************** 
  Email        *************** 
  Website    www.nwamb.us   
  
  
  
  
   
  

  
  

  Customer Answer

  Date: 07/15/2024

   
  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

  Date:05/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Northwest Ambulance 05-08-2024 I am writing regarding my ambulance billing for January 19th, 2024, patient ID number is *********. I spoke with my insurance company as to why there is no discount on this service like all other medical is discounted, they said you are not medical and do not give discounts. They explained this was billed out of a level 1 emergency transport, which is not the case at all. I had to wait for hours for the ambulance to arrive sometime in the early morning hours of approximately 3:00 to 4:00 AM. I was awake and received no medical services from the attendance other than oxygen and monitoring. The trip to ****************** was done without lights and sirens at a very low traffic time and was completed in probably about an hour's time. The insurance company paid you without question or checking with me. I believe this should be considered the lowest transport level because it was about as quick and simple of a transport as possible you are billing me for $1202.84 for my part of this which I believe to be way too high for a 15-mile non-emergency transport. Please review this and reduce the charges that I owe my cell phone number is. If you need to contact me This was billed as level one and was not level one ************ Thank You *****************

  

  Business Response

  Date: 05/14/2024

  Northwest Ambulance contacted reporting party to help resolve the issue, by the end of the call both parties walked away happy and with a resolution. 

  Customer Answer

  Date: 05/14/2024

   
  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

  Date:02/20/2024

  Type:Sales and Advertising 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 had to take a ambulance ride from one hospital to another with zero time to see if ambulance ** was in network in an emergency situation.NW Ambulance billed us on 9-20-23 for $ ******* they also billed & **llected a payment of $ ****** from our insurance Cigna on 8-8-23 Check no. *********. They billed us the remainder of $ ****** saying we owed them the rest of what insurance did not pay them. They sent us to **llection in January **** for $******. We have paid the **llection because we are good standing folks. We feel after our insurance paid them and ***** says we owe them zero this is unlawful billing practices & want our money refunded from NW Ambulance. We want our $ ****** that we paid to settle to debt back from NW Ambulance.

  

  Business Response

  Date: 02/20/2024

  It appears CIGNA is not telling you the truth.  We went through this last year with Regence.  We asked everyone to file complaints with the **************** ****** of ********* Commissioner.  Below is a link from the ** ST ****** of ********* Commissioner website ordering Regence to stop.  Currently ambulance services are exempt from the balance billing act.  I highly recommend you file a complaint with the insurance commissioner against CIGNA as it appears they are doing the same thing as Regence.  Thank you

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

  If the link does not work go to the **************** ****** of ********* Commissioner, click on Newsroom and go to July 25, 2023 to see this article. 

   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21320179
  
  I am rejecting this response because:

  it is wrong to bill & collect from an insurance that we pay into, and you balance bill the private party. You should decide which payment method you will accept, this practice is wrong. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/22/2023

  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.

  It pains me to have to write this complaint to you because I was always in customer service and I try to never complain about people's performances, but this incident really showed how inept a couple of your paramedics are. On September 16th at 10:16 a.m. I had to call 911 for an ambulance to respond to **********************************************************for my Mother-In-Law, because she was having what we thought was another stroke. The dispatcher was great. She hung up with me when the ************** arrived. The ambulance made a wrong turn into the cemetery next door to our house and instead of correcting this, they parked over there. Which added a lot of extra ground to carry things to and from the house. The two extremely young and VERY SMALL ( neither one was over 5 foot 5 inches and neither weighed 100 lbs). They were so weak, they could not lift the stretcher up the 4 stairs to the door. My Mother-In-Law was on the 1st floor. The female paramedic stayed in the dining room doing tests, then made my Mother-In-Law walk (with the help of my husband). When they got to the stairs my Mother-In-Law started crying and said 2-3 times "I can't" and the young lady proceeded to tell her, "You have to!" So, half hanging on my husband"s back, they finally got her to the stretcher. Now they deal with life and death and I'm sorry but those two can kill someone. Thank you for your time.

  

  Business Response

  Date: 09/23/2023

  Hi ****,

  We are located in **************** and not in ************.  Please contact your local BBB for guidance on locating the proper ambulance service near you.  

  Thank you!

• Initial Complaint

  Date:02/10/2023

  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.

  In March 2022 I was required to be transported between hospitals by ambulance because a bed was not available at my local hospital. The ambulance company billed $3167 for this 10 mile ride with no services rendered during the transport. The insurance company adjusted down the rate to $1181 and I paid my portion which was $538. They were paid a total of $1719. The ambulance company is now trying to collect the balance from me which is $1447. They claim they do not have to accept the Regence adjusted rate because "technically" they are not part of the no surprises law. They say the bill refers to air ambulances not ground ambulances. Therefore, I owe them the money. Regence claims what they are doing is illegal. Told me to file a better business claim against them. And that Regence doesn't owe them any balance. I'm caught in the middle of this and feel the ambulance company is trying to take advantage of a legal loop hole claiming the ** law says "air ambulance" vs "ground ambulance".

  

  Business Response

  Date: 02/21/2023

  It is the position of Northwest Ambulance that Ground Ambulance is exempt from the No Surprises Act at this time. We have appealed claims denied by Regence asserting they overpaid accounts, took back payments and alleged the No Surprises Act applies to Ground Ambulance. Regence upheld their denial and cited suggested language in the Interim Final Rule of the ***.

   For the short term, in an effort to shield the patient from the dispute, we will hold off on billing patients the portion Regence is improperly processing, until this is resolved. Northwest Ambulances position is the *** does not apply to ground ambulance.  Its interesting that Regence/Blue Shield is the ONLY payer interpreting the *** in this way.

  The No Surprises Act, enacted as part of the Consolidated Appropriations Act, 2021,requires the Secretary Health and ***** Services, the Secretary of Labor, and the Secretary of the Treasury (the Secretaries) to establish and convene an advisory committee for the purpose of reviewing options to improve the disclosure of charges and fees for Ground Ambulance services, better inform consumers of insurance options for such services, and protect consumers from balance billing. The committee has been formed and will deliver a report to Congress six months from the first public meeting, which is still TBD, but expected to happen within the next few weeks. Establishing a committee to protect consumers from balance billing indicates that ground ambulance is not currently included. Ground Ambulance and Patient Billing FACA Committee link: **************************************************************************************************************************************************** Register GAP FAC: ********************************************************************
  

  You're within your rights to lodge a complaint against Regence for improper payment, as the *** clearly states Ground Ambulance is excluded, and is trying to use it as a loophole.

  Again, we are holding off on billing the portion Regence is improperly processing.  We, along with other ambulance services, are taking legal action against Regence as they are the ONLY insurer interpreting the *** this way.   

   

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19385915
  
  I am rejecting this response because: 

  The response is not clear.  I got a past due bill in the mail yesterday for $1447.80   Please re-file the claim with Regence to dispute their adjusted payment.

   

  Copy/Paste from NW Ambulance response:  
  

  *** For the short term, in an effort to shield the patient from the dispute, we will hold off on billing patients the portion Regence is improperly processing, until this is resolved. 

  ***Again, we are holding off on billing the portion Regence is improperly processing.  We, along with other ambulance services, are taking legal action against Regence as they are the ONLY insurer interpreting the *** this way.   

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

  

  Business Response

  Date: 03/11/2023

  We placed ALL Regence accounts on hold until there is resolution with Regence.  The billing company will be reaching out to you confirming this is on hold.  I'm sorry you have to deal with this but Regence is the ONLY insurance carrier misinterpreting the No Surprise Act in regard to ground ambulance transportation.   Thank you

• Initial Complaint

  Date:01/10/2023

  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 15 year old son had a stroke on 10/8/22 and we took him to a in network multicare facility in ******** **********. The in network doctors and facility called for Ambulance transport to another in network facility. We have already hit our $8000 out of pocket *** and Regence has paid Northwest Ambulance services the full allowable amount. Now they are attempting to get more money out of us. My son was at an in network facility and an ambulance was called by in network doctors to transport to another in network facility Northwest Ambulance has been paid in full for #*********. . They need to return the calls to Regence, which they refuse to do and accept the payment they received from Regence as payment in full.

  

  Business Response

  Date: 01/16/2023

  Regence is incorrectly stating this transport is included in the No Surprises Act that went into effect January 1, 2022. Ground ambulance is excluded from this Act. 
  
  From our billing company:

  Like this situation, patients or their families do call to tell us we are out of compliance. We do our best to explain to them their insurance company is processing the claim incorrectly and the balance is theirs to pay.Our recommendation is to contact their insurance company where they can file an appeal and if they do not process correctly, then the family can report Regence to CMS and the ************ of the ********* Commissioner. The link to file a complaint with CMS is **************************************************************************.
  

  Please contact **************** ****** of ********* Commissioner at *************** a.m. to 5 p.m., Monday-Friday

   If you can not afford the balance we have a charity program.  Please contact the billing company at ************ and they will send you the application.  

  Thank you

   

   

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18719440
  
  I am rejecting this response because: NW ambulance service will not work with the insurance company to submit for further billing.  My son was at an in network facility and the ambulance was called by in network doctors and neither parents where adware that an out of network predatory ambulance company was called.  This is an issue between Regence and NW ambulance.  The are not being honest with the insurance company this is an issue that needs to be worked out between the two.  I did not approve or call the out of network Ambulance they need to work with Regence and get this taken care of. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/22/2022

  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.

  I would like a higher up personnel of Northwest Ambulance (or Platinum Nine Holdings, LLC) or their billing company (third party company in Poulsbo, WA) to investigate, solve, and adjust my billing for an ambulance ride on 2/9/22 from Swedish Mill Creek ER to Swedish Cherry Hill ICU from being at risk of seizures in transporting. Northwest Ambulance (NWA) initially billed my secondary insurance first (Blue Cross Blue Shield -BCBS) for this ride, then got paid from my personal check because BCBS paid me directly in full ($3,287.87) instead of NWA as being out of network provider. Then BCBS voided this claim because primary insurance (UMR) was not billed which created a balance between myself and BCBS of $3,287.87. After both insurances processed this claim billed by NWA for the allowed amount of $1,049.48, UMR has paid their portion (out of network provider) and BCBS paid the remaining balance from UMR. This resulted in a "write off" amount of $2,238.39 owed to BCBS which this amount should have been written off by NWA. I was told by Megan, billing company/dept that NWA did not take any discounts nor write-off amount. They would not revise my claim from insurance as in their eyes balance is $0. This means $2,238.39 is an overpayment to NWA from BCBS; however, NWA does not agree with this overpayment. This is unethical practice that NWA do not take write off in claim processing, especially when somebody in need of emergent medical care. We do not get to choose which ambulance provider is in network at these emergent conditions. This process has been for 3 months long. NWA billing dept has been avoiding both my inquiry and BCBS inquiry regarding this issue then responded last week that there was nothing else they could do. I need this billing issue resolved and adjusted as soon as possible. Billing department has not been very cooperative during this whole time and not good service.