Complaints

This profile includes complaints for Falck USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Falck USA

  6405 218th St SW Ste 201 Mountlake Ter, WA 98043-2180

• 

  Falck USA

  1517 W Braden Ct Orange, CA 92868-1125

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:01/20/2025

  Type:Product 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'm getting texts about a bill that is due but I have not used their services. I have not received any emails or mail regarding a bill.

  Business Response

  Date: 01/23/2025

  Hello *****, 

  Thank you for reaching out. Falck was your ambulance services provider on 9/17/2024, your insurance was billed and a $30 copay is due. We did try and send you billing statements, but it seems we have in invalid information on file. If you would like, please give our Patient Experience Team a call to update your information- ************. I have removed your phone number form our ****************** in the meantime. 

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22836030
  
  I am rejecting this response because: I have never been in an ambulance nor have been in a situation where someone I know needed one.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/30/2025

  Thank you, *****, for your response. 

  Please contact our Patient Experience Team at ************* and we would be more than happy to assist you with your dispute. 

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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.

  The billing department/entity ****, operating on behalf of Falck ************************************** has singlehandedly decided that they have authority to violate California Legislative Health and Safety Code-HCS/ Section ****** (a), Section ****** (a) & Section ****** (d) . They purposely withhold the bill and still refuse to bill our client's health insurance for their recovery. We provided them our client's health insurance information on April 3rd, 2024, the same day we heard from them, although the service date was three (3) months ago, on January 28, 2024. Today we received an email from ********* stating that they want to negotiate the bill and want 80% of the ***** ****. I enclosed all the written communication as proof regarding this matter. We also will file a compliant with *****************************************, to initiate an investigation regarding the fraudulent conduct of GOSB and Falck ***************************** Services.

  Business Response

  Date: 12/02/2024

  Hello, 

  We apologize for the delay in response as we investigated this matter. These sections cited do not govern the billing practices of EMS providers. Additionally, most commercial insurance carriers require that all efforts to bill auto insurance are exhausted before they will process accident-related claims. Your client's health insurance has been billed, and received payment on 11/06/2024, leaving a $50.00 copay. Thank you for your patience. If you have any further questions, please reach out to our Patient Experience Team at ************. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22583288
  
  We do not know what commercial insurance carriers you refer to, but we clearly cited the law regulation based on which all medical providers are obligated to bill health insurance first when that health insurance is available. ********* services are not a commercial entity. ********* services are considered as medical providers. Stop building non-existing empires to violate the law and *** ******* money.  We already placed GOSB and FALCK in notice about our clients health insurance back in April of 2024. Nevertheless,you preferred to keep going with your fraudulent conduct, as you keep stating your vague theory, that all efforts to bill auto insurance have to be exhausted before will process accident-related claims. 

  Where did you get this from?
  

  The email from ********* ****** from GOSB on November 20, 2024, clearly stated that the health insurance was not billed and GOSB ready to reduce only 20% of their ***** ****. Your response below states that you got recovery on 11.06.2024.
  For once and for all, please stop your false statements and sabotage. In order for us to accept the resolution, we herby demand that you send us proof and /or confirmation in writing that this account has 0.00 balance. Keep in mind, if we do not receive the required statement within 2 business days, from today, December ******, we will proceed with the lawsuit against GOSB and FALCK ********* Services.  
  
  Sincerely,
  
  ********* *********

  Customer Answer

  Date: 12/06/2024

  Dear Selena,

   

  We are attorney for ***** ********, who was treated and /or was transported by Falck Alameda Ambulance on 01.28.2024. ***** ******** is a patient and, in this case, also a victim of fraud activity of this ambulance services. We do represent ****************** interests in all matters stemming from 01.28.2024 motor-vehicle accident, including this matter. 

  I hope this clarifies your doubts. Let me know should you have other questions or concerns.

  Your prompt attention and cooperation to this matter is greatly appreciated. 

   

  Best,
  
  ********* *********
  CASE MANAGER
  
  LAGSTEIN LAW FIRM, P.C.
  *********************************************************
  *********************
  t  ************
  f  ************
  e *********************************************************
  ***********************
  
  ********************
  
  CONFIDENTIALITY NOTICE:  The information contained in this e-mail is confidential information and may also be legally privileged.  It is intended solely for the use of the individual(s) and/or entity(ies) named above.  If the recipient of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copy of this e-mail is strictly prohibited.  If you received this e-mail in error, please immediately telephone us to inform us of the error.  Thank you for your assistance.

  Business Response

  Date: 12/13/2024

  Hello, 

  The patient's balance has been written off and confirmation will be sent once it is fully processed. If you have further concerns, please contact our Legal team: **************************************************# ************

  Customer Answer

  Date: 12/16/2024

   
  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:07/02/2024

  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.

  My mom has been harassed for non-payment of ambulance service in May of 2024. She has memory issues, so EVERY time she receives YET another bill from them, she calls me saying to pay it. I have called them several times. I have emailed them. They now send me TEXTS every single week. How many elderly people keep paying the same bill over and over? It was paid May 23, 2024. This needs to STOP or I will figure out how to file a larger complaint against them to see just how many elderly people they do this to. Perhaps a forensic accountant needs to go over their books.

  Business Response

  Date: 07/05/2024

  We apologize for the frustrations caused by the multiple bills and notifications your mom has been receiving regarding the payment made in May 2024.
  Upon reviewing the records, we have identified that there were multiple dates of service for which your mom was billed. It seems that the payment she sent in was initially applied to an older date of service, causing confusion and the continued billing notifications.
  Please be assured that we have taken immediate action to rectify this issue. We have now applied the payment to the most recent date of service, and any outstanding balance has been updated accordingly. If you have any additional concerns or questions, please feel free to reach out to us directly. We value your feedback and appreciate your patience throughout this process.

• Initial Complaint

  Date:11/01/2023

  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.

  I took an ambulance back on 8/2/23. I have full insurance with ****** and no deductible. The ambulance took me to ****** after I had a high blood sugar episode while driving. My insurance was billed ******** for milage and advanced life support. I was only given a blood glucose test not life support. My insurance has paid ******** dollars and has said my financial obligation was 0 and this appeared to be a billing error on behalf of *****. When I tried to call in to dispute this with *****, get clarity on the bill and let them know ****** believes I was billed in error, I was given no help and told I cant dispute it. I am asking for someone to look into this as I have now received a bill for ******* when my insurance is saying I have no financial obligation to ***** and this is an error.

  Business Response

  Date: 11/03/2023

  We apologize for the confusion.  ****** has underpaid this account so we will appeal to ****** on this account.  We are holding this account at this time and currently you are not responsible for the balance.  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20812201
  
  I am rejecting this response because:

  per The notice from my insurance that I have attached my financial obligation should be zero. I should not have an open balance being held in my name as Falck tries to get more money from the insurance company. According to my insurance company I do not have any obligation to pay. 
  

  The balance with Falck should be removed from my name totally and not held while they appeal to the insurance company.

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

• Initial Complaint

  Date:09/30/2023

  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.

  On May 27, 2023 my 1 year old daughter had a Febrile seizure at her birthday party. She was driven to CHOC from my house. I am being charged $2333.92. 6 months prior I had an epileptic seizure and I was driven also from my house to Providence, which is across the street from CHOC. I was only charged roughly $1200. So similar medical condition, only vitals monitored, same distance, and only 6 months apart. No one at **** can tell me why I am being charged almost double the amount. There is no justification for the increased amount despite calling and filing a dispute. They just say we dont know how the fees are coded. I am grateful to the paramedic team for keeping my daughter safe but I humbly request for the bill to be fair, consistent, and justifiable. I dont feel that is the case. I feel like Im being taken advantage of in a situation that is out of my control.

  Business Response

  Date: 10/02/2023

  The rates that we charge are set/regulated by Orange County for whom *********** with for 911 ambulance service.  Due to the high increases in gas, staffing, medical supplies, over the last couple years, the rates did go ** in the last year quite substantially.  Please contact our customer service at ************ to see if you are eligible for a discount on this service.  You did qualify for a discount on the first call which we did apply to your account. 

• Initial Complaint

  Date:09/28/2023

  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.

  On Oct 19 2023 I called for services. Upon arrival at hospital, we were told that it was the wrong one. I was told I would not be double billed, however a second bill went to collections. I handed my wallet to the driver for I d .and at the hospital $350 was stolen All my money was taken. The hospital staff never had possesion

  Business Response

  Date: 09/29/2023

  The account you are referring to was from October 18, 2022.  We received your e-mailed with these same concerns on June 6th, 2023. We did what we could to investigate the missing money of $297.00 (was the amount in your original e-mail).  We spoke to the staff on duty to see if they could remember anything on that call from 7 months prior and e-mailed the results of that investigation to you on June 7th, 2023. If you need us to reforward the original e-mail string we would be happy to do so.  We have nothing else to add at this time.   

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  My mom had been taken to hospital by ambulance on 6/4/23. They did a good job, and earned their money. However their billing representatives are not using very good computer system or something because after their first billing to my folks, my dad paid the $250 that was their portion after insurance. But billing sent another bill while my dad was having by pass surgery and my mom paid it again. My mom has memory issues so I called billing and they said they have no record of either payment. We have copies of both checks and they were endorsed! The billing person I spoke to said talk to my bank. I said and say what? ****** cleared the billing lady wished me luck and said she couldnt advise me. I guess they will continue to bill my parents too. Dads home from open heart surgery, but is quite hypertensive. This is not helping his blood pressure. What is my recourse?

  Business Response

  Date: 09/12/2023

  ****************, We very much want to assist you with this account, but we cannot seem to locate your mother's account.  Could you please give us additional info, her name or her account number with us or call us at ************ for assistance.

   

  Thanks,

   

  Customer Answer

  Date: 09/20/2023

  The business sent me an email and I had responded with the information. I thought it was through your website but apparently was not. The issue has been resolved for MY family. 
  thank you

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

• Initial Complaint

  Date:09/08/2023

  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.

  I am writing to express my utmost dissatisfaction and concern regarding the invoice I recently received from Falck USA, for services rendered on May 26, 2023. I am bewildered by $2593 charged for my toddler and $2170 for myself. My primary concern is that the charges encompass services for myself and my toddler, even though neither of us required any medical attention or care. Our presence in the ambulance was solely to accompany my wife, who was the one in need of medical assistance.I would like to emphasize that my wife, *****, was the sole recipient of medical services during the ambulance ride. My toddler and I were passengers in the ambulance merely for emotional support and to ensure my wife's well-being during the journey to the hospital. We did not receive any medical treatment from your personnel. As such, I am baffled by the inclusion of charges for services that were never provided to us.I request that you review the details of the incident on May 26, 2023, and amend the invoice accordingly to reflect the accurate services rendered.If I do not receive a satisfactory response within 30 days of receiving this letter, I will have no choice but to pursue alternative means to address this matter, which may include filing a formal complaint with relevant regulatory authorities.

  Business Response

  Date: 09/15/2023

  I reviewed the complaint and do agree with you that there should only be one bill.  The medic has to fill out "run reports" on every possible patient, but billing should have only invoiced your wife's call.  We have reversed the charges on the two invoices and started the process of refunding one of the invoices that we received an insurance payment.  We apologize for the inconvenience and the stress this has caused.  If you have any further questions, please contact us at ************.

  Customer Answer

  Date: 09/19/2023

   
  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:08/25/2023

  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.

  I received a bill that I paid on 1/25/22, and my credit card shows paid on 1/26/22. Falck keeps sending me letters saying I still owe my $1205.22. I sent them proof of payment, and they said they don't see it. After lots of back and forth, they confirmed by email (******* and ******) that my account balance is $0. Fast forward a few months and now a debt collector is contacting me. I sent them all of the information and they said Falck denied it. Falck has no idea what they're doing! I have sent proof of payment and they still don't see it even though they confirmed in writing it was received - it's not my issue any more. Falck and the debt collector is harassing me and they need to be taken to court!

  Business Response

  Date: 08/29/2023

  ********************, I definitely can see why you are frustrated with this account. We have the credit card remit that you did pay, Please rest assured we did correct the account and you have no balance with us or the Collection agency.  We do not report to Credit Bureaus so in no way will your credit be impacted.  

  Any other questions on this please call ************.  We do greatly apologize for the issue.

   

• Initial Complaint

  Date:07/06/2023

  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.

  I passed out while in a doctor's ****** undergoing evaluation for my heart. The ****** called Falck to get an ambulance that was literally stationed at the emergency room right next door to take me right next door to the doctor's ******. Falck sent 2 ambulances and 4 crew members and I felt better by the time they got there and insisted I be taken to the hospital in the ambulance when I could have walked to the building next door. I feel the charges given to me by the ambulance are exorbitant and do not reflect the honest service I received and when I ask for a proper bill all they can send me is ***** for milage and over $2800 for the ambulance ride for little more than 30 minutes time. I can't dispute it on their website, I can't talk to anyone, I ask for a breakdown of services I get nothing. I feel Falck is taking advantage of me during the situation and I ask if not possible to forgive the bill that they at least reduce the billing to something affordable. I cannot pay the full balance. Please help, they don't seem willing to assist me.

  Business Response

  Date: 07/17/2023

  We have reached out to the patient and we have agreed with the customer to two payments at a reduced fee and they agreed.  once we received agreed amount in August and last payment in September the case will be closed.