ComplaintsforSuperior Ambulance Service

Ambulance Services

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that this business has a pattern of complaints concerning:

• Consumers allege high or excessive fees for transport
• Consumers allege being threatened with being sent to collections
• Consumers allege costs not being covered by insurance

On 2/27/2023, 3/15/2023 and 3/27/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 4/6/2023, BBB has had no response.

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Initial Complaint
10/17/2024
Complaint Type:
Billing Issues
Status:
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.
My 2yo daughter was admitted to the ** at *********************** in ***** for febrile seizures at the end of May 2024. We were told she needed to be transported to **************** in **********. We were not told why or that it would be through Superior. She was transported non-emergency with lights off. Superior billed BCBS, however we never received a bill or any communication from Superior. Now a debt collection agency is calling me saying I owe for this Superior Bill 3.5 months later.
Business response
10/18/2024
Please provide the patient's name and date of birth so we can look further into this.
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My son was transported less than a mile (.3) from one hospital to the ** across the street. They billed me almost $2000. ********** paid all but $60. They stated that was a duplicate charge from Superior and it was already paid. Called Superior, ********** called superior they were rude and unprofessional! It was how they coded it, they are trying to get double from us. They will not admit that. ********** told me to file a complaint with the state because Superior is not following legal insurance guidelines. I did that and then began reading reviews for Superior online. I am not alone! This is wrong! I can't even pay it with our wageworks card because it is a duplicate charge, they won't cover it! I can't believe how RUDE these people are! No compassion and they would not even listen to me or to **********. Terrible.
Customer response
10/09/2024

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.

Sincerely,

******* **********
Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My mom was at ********************* and it was determined that she should be in ************* Hospital called Superior to transport her to Lightways Hospice. She passed 2 days later. Superior sent a bill for the transport which was supposed to be covered by ********. They submitted it to ******** as non emergency which was incorrect. I called ***** twice to explain to her that it was submitted incorrectly. She ignored what I was trying to tell her. I sent paperwork showing that it should have been covered under ******** Part A for the ************ and they submitted it under part B and did get some payment under the part B. Hospice is covered completely under ********. They are now sending past due bill and threatening collection efforts. I have enough to deal with because of her passing and now this. She is deceased and now they think they can collect from her. I am really disappointed in the way I was treated by their billing office.
Business response
10/04/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Illinois, Inc. (Superior) reviewed the matter in question.

The transport that occurred on 6/13/2024 was from Silver Cross Hospital to Lightways Hospice. This transport was not considered an emergency as there was no emergency care provided and lights and sirens were not on during transport.

The transport was submitted under Medicare Part B as Medicare Part A does not cover ambulance transportation.

If there are any questions, please contact our Customer Service department at 630-832-2012.

Sincerely,
Kira Mendrick
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
395 W Lake St.
Elmhurst, IL 60126
Customer response
10/07/2024

Complaint: 22372156

I am rejecting this response because:
Based on their response My mom
was transported to hospice (she even stated it was a hospice care
facility) and medicare covers hospice care including transportation. I attached the paperwork that states that.
I was in the ambulance with my mother and yes they did have the lights
going. My Mom was deceased 3 days after being taken to hospice.
Threatening to send to collect from a deceased person? She needs to
check to see how to submit it correctly.
Based on the complaints on the BBB and from things I have heard directly from other people this company is not reliable.
Also the attitude I received from their billing department was uncalled for.

Sincerely,

Barbara Seeman
Business response
10/09/2024
Superior has reached out to Lightways Hospice who advised they will take responsibility of the balance as a courtesy. The patient balance is now $0.00.
Customer response
10/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22372156, and find that this resolution is satisfactory to me.

Sincerely,

Barbara Seeman
Initial Complaint
09/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
On 5/17/24 I found my husband unresponsive and had to call 911. He was transported to the nearest hospital due to stroke protocol and his symptoms. Once there it was evident that admission was required. They transported him via Superior Ambulance to ****************** due to complex medical history and needing a higher level of care. Superior Ambulance billed us a base rate of $6,600.00 where Bell Ambulance only billed a base rate of less than HALF This amount for the same HCPC code (A4034, A4045). This seems like unfair billing practices as patients are left with the balance due to ground ambulance services being out of network and no protection with the no surprise act since they are not included. When you call customer ********************** they are all extremely rude. Saying they can knock the bill down only by *******. Still leaving you with a ******* ************* ambulance customer ********************** worked with me by knocking the bill down by 38% ( mind you there bill was much smaller) and worked with me on payment plan as well. Extremely unhappy with Superior Ambulance and if they were sent to pick up my husband again I would almost have to turn them away and ask for another Ambulance Service as who can afford this..Total biled amountwas $8,400.00.
Business response
10/01/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of *************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ******, *** patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 13, 2024 our daughter was taken to ***********************. They said that they couldnt treat her because she is a child, and they insisted that she be transferred immediately to ****************. We wanted to drive her ourselves but ******* and Superior pressured us to have Superior transport her in the early morning hours of 6/14/24. We received a 6/27/24 statement that said Superior was charging us $9230 for their transport services. We were charged:$1920 - $60/mile for 32 miles $60 pulse oximetry $250 SCT/IV pump $400 3 lead EKG monitor $6600 SCT Base Rate 2 ****************** paid $3655.84.Superior says that we still owe them $5604.77 Our daughter sat and happily chatted with the staff during the entire trip. She needed NO extra measures for this transport, besides the basics. I contacted Superior on 6/28/24 to contest this outrageous bill. Spoke to a guy named **** who was rather snarky. I requested an itemized bill showing me the breakdown of the $6600 cost. **** said it was for the use of that particular vehicle. Since we didnt need/request that expensive vehicle, we should not be expected to pay for Superiors choice. I never got the itemized bill that I requested. We had to wait several hours before Superior transported her. No sirens, no urgency. Yet Superior wants us to pay this high rate for emergency services.
Business response
09/20/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of ************** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ****, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
**** ********
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, Inc.
************************************
**********************************************************************************************************
Customer response
09/23/2024

Complaint: 22305476

I am rejecting this response because:
Superior claims that this is a problem caused by ******* Hospital and ****** failing to take financial responsibility for their decisions.
Per **** ********/Superior Ambulance Services, we are submitting requested paperwork for Superior to contact our insurance company to pay this doctor-mandated ambulance trip.
Our complaint still stands until this issue is resolved.

Sincerely,

***** *******
Business response
09/24/2024
Superior is able to assist with an appeal on the balance as previously stated or assist with a payment plan on the current balance.
Initial Complaint
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My son went to the ** and needed to be transfered to a hospital downtown *******. RUSH in ******, ** provided to us Superior Ambulence on March 6th, 2024. We did not receive a bill for services and on August 21st, 2024 a debt collector was calling us about paying an overdue bill with Superior. We contacted Superior about this issue on August 21st, 2024 and found that they did not bill our health insurance. They said they would pull the bill for review, yet currently, we are still receiving collection harrassment.
Business response
09/03/2024
Superior has contacted ********* to advise we will be billing the insurance policy. Please allow ***** business hours for this to go into effect.
Customer response
09/04/2024

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
08/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I had a stroke and after her stroke attended ******************* , a rehab facility. The first night I was there I was experiencing stroke like symptoms and had to be rushed to ************************************** a few miles away. Superior charged me for a level 1 ALS emergency $3000.00 plus. The insurance only approved ~$695.00. Level 1 Emergencies should never be $3000.00. They did not have to do anything but rush me to the hospital which was a few miles away and took approximately 10 minutes to get there. In the city of Novi documentation, where Superior Ambulance is contracted and where I was a resident at the time of my emergency it says in the city approved papers that the ambulance fee is capped at $800. When Superior Ambulance sent us the bill they charged us for $3000 ambulance fee ride with no other explanation. And there was no other explanation than transporting me to the nearest hospital. Since then, Superior has sent me to collections via Wakefield and Associates and I have been tirelessly trying to get my bill lowered. Superior Ambulance is unacceptably charging people more money than what they should for now reason. If possible I am willing to pay Superior ambulance the $695.00 (what the insurance paid me) to settle this. I am in a wheel chair since my stroke and very ill.
Business response
08/23/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Michigan, **** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to ********** Blue Shield of ********, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

We are encouraging the patient to contact the insurance company to appeal the unpaid amount. Please advise our customer ********************** department of the action that is taken with the insurance, so that we can allow time for an additional payment.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
************************************
**********************************************************
Customer response
08/26/2024

Complaint: 22179624

I am rejecting this response because: It clearly states in the initial document that was attached to my complaint that the agreement between Superior Ambulance Service had a capped rate for residents of Novi for $800.00. It does not specify in network or out of network and that is a mute point if a capped fee is at $800.00. Also, in general standard ALS Level 1 Ambulance care, whether it is in network or not does not exceed $800.00.
This company is illegally charging for ambulance fees when they are capped.

Sincerely,

***********************
Business response
08/27/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Michigan, **** (Superior)reviewed the matter in question.

Superior will honor the rate of $800 as a courtesy. A new invoice reflecting this amount will be sent in the mail.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
************************************
**********************************************************
Customer response
08/27/2024

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.
I also would like to know if you will take care of collections since you sent me to Wakefield Associates to collect the money. Will this be taken care of?

Sincerely,

***********************
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My 6 year old son took a 5 mile hospital transport from ******** Masonic to *****************************(low oxygen levels). Superior wants to bill me $7460 for specialty care service as opposed to a lesser advanced care rate. My insurance has already paid $5430.61. Superior is billing me $2029.39. The bill notes oxygen, therapy, pulse, and ekg, and we waited hours for transport and the ambulance did not have sirens on so does not seem to be specialty care. They claim its specialty care because they say the hospital requested specialty care and the ambulance personnel had to monitor a high flow nasal device. But cant tell me who requested this. (Would they not monitor oxygen levels under advanced care?). Spoke to **** in customer ********************** and **** (manager). **** told me she would have **** (her director call me back) then she called me back and said **** does not want to call me back as issue is settled, in their view
Business response
08/21/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Illinois, **** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to BCBS, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

The ************** Transport was ordered by ******************************* due to the high flow nasal cannula that was required during transport which takes a ************** crew to monitor.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
************************************
Customer response
08/21/2024

Complaint: 22169035

I am rejecting this response because:
1. **** , the dIrector, said he would call me with response. Still waiting
2. You said u would send me/email documentation of who ordered the high nasal flow canula. This would be vital if appealing to insurance. Still waiting
3. The bill states Oxygen Therapy $100. This seems to be the correct place to charge for a high flow nasal canula with special monitoring
4. If the doctor ordered an advanced care rate oxyge and not specialty care rate, would u still monitor the oxygen levels?
5, u stated there was a recorded conversation between ****** at Illinois Masonic and an unnamed Superior employee where ****** ordered the specialty care. The transcript of her ordering a specialty care ambulance would also be helpful in appeal to insurance. Was it the doctor or ****** that requested specialty care rate? Originally you said ****** ordered it and this response says it was the Doctor. So documentation of who ordered this, please.
Sincerely,

*********************************
Business response
08/22/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Illinois, **** (Superior)reviewed the matter in question.

Superior is obtaining documentation to send to you in regards to the high flow nasal cannula.

Ayana at Illinois Masonic called in the transport as previously stated. The Physicians name printed on the Physician Certification Statement is *******************************. Please fill out a copy of the attached HIPAA form in order to obtain a copy of this Physician Certification Statement if desired.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
************************************
Customer response
08/27/2024

Complaint: 22169035

I am rejecting this response because:

Sincerely,

*********************************
thank you for response, calling back **** tomorrow to come to a reasonable conclusion. Busy working other avenues to address this bill. With respect to billing, do u monitor oxygen under advanced care. U stated on phone that the oxygen therapy would be billed $100 for both advanced and specialty care. That seems appropriate place to bill for nasal canula. What are the base rates for or all your levels of care, basic , advanced and specialty care and other levels I am not aware of?. Is the specialty care rate the same for people with insurance and people without insurance, does it change often or a fixed rate? U state my insurance is out of network, can u provide pdf or list of your in network insurance providers in case I would like to switch to one of them .
Initial Complaint
08/17/2024
Complaint Type:
Billing Issues
Status:
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.
On 5/24/24 I went to the Swedish American / UW Health Emergency Room in *********, IL and ended up requiring an emergency appendectomy. Upon learning of the appendicitis, the hospital immediately started me on antibiotics and morphine. I was then told I would need to be transferred to the bigger hospital within their network in ********, ** to have surgery. I had already been admitted to the hospital network and was in an emergency situation under duress and on morphine. Although I was not in a condition to think critically, my husband asked the ER doctor if he could just drive me and was told he could not as I'd be discharged and have to start the process over / it would be AMA. The hospital arranged transport by ambulance. They arrived 2 hours later and transported me 14 miles. I am on a payment plan with the hospital as all of that care was in network, but Superior Ambulance is billing me out of network. I was never informed that they are an out of network provider. They have predatory billing practices and rely on people in emergency situations, under duress. When I called their billing department the first ****** I spoke to was exceptionally rude. I'm happy to go into more detail about this as I took notes that day. I have filed an appeal with my insurance company and have kept Superior Ambulance updated that my insurance company stated that a decision is set to be made by 8/24/24; however, I have continued to receive additional bills; I have an email from them stating that they "can't hold the account while [I] appeal". The latest bill states "Your account is past due. Please remit payment upon receipt. Further delay will result in continued collection activity." My credit score is 800, and Superior's predatory practices and borderline illegal (surprise balance billing violations) could be the reason for even more financial hardship. I do not have the money to pay. The number listed below is the amount insurance has already paid the company for a 14 mile ride.
Business response
08/19/2024
We are responding to the complaint filed. We take all complaints seriously and investigate all facts involved. Upon receipt of this complaint, Superior Air-Ground Ambulance Service of Illinois, **** (Superior)reviewed the matter in question.

Superior has provided ambulance transportation to the patient. As a courtesy, Superior submitted the bill for the transportation services to BCBS, the patients insurance provider. Superior is not in network with the insurance provider, and therefore not required to accept their payment as payment in full.

As a reminder, this service was ordered by a physician,and should be reimbursed as such by the insurance plan. Superior is willing to appeal to your insurance company on your behalf. Please complete the attached paperwork and return in order for us to do so.

If there are any questions, please contact our Customer ********************** department at ************.

Sincerely,
*************************
Manager of Revenue Cycle
Superior Air-Ground Ambulance Service, ****
************************************
**********************************************************
Customer response
08/20/2024

Complaint: 22157771

I am rejecting this response because:
a) I have filed an appeal with my insurance company. I have an email from Superior stating that my account cannot be held while the appeal processes. I plan to go to any length necessary to fix this as I do not have the money to pay the surprise balance bill I received. I need Superior to hold the account while I go through these steps.
b) ~$4,500 already paid by my insurance company more than pays for the 14 mile ride between hospitals; price gouging for a literal ride with an EKG lead is unacceptable. Superior has already profited immensely from this, and asking for more than the amount paid AND not holding the account while appeals process is purely greed and extortion.
Sincerely,

***************************
Business response
08/21/2024
Superior will place the patient's account on hold once the completed appeal documents are received that were sent in the previous response.
Customer response
08/22/2024

Complaint: 22157771

In the state of Illinois surprise balance billing is illegal. The ambulance service was provided in the state of ******** while I had already been admitted to an in-network hospital. I was never informed that Superior Ambulance was an Out-of-Network provider. Superior Ambulance is currently operating on illegal practices. As stated in the attached BCBS appeal paperwork I just received today, 8/22/24, Coding practice utilized by this Non-Participating Provider is inconsistent with current coding protocol.
If this is not resolved by one of the following options, my next steps will be to file a complaint with the Illinois Department of Insurance and the Illinois Attorney Generals Healthcare Bureau.
Option 1) The remaining balance is cleared to $0. Superior has already received ~$4,500 from my insurance company.
Option 2) The bill is coded with current coding protocol as per state of Illinois laws.
As a reminder, I do not have the money to pay the bill. I am a local teacher with two small children.
Attached: BCBS appeal paperwork

***************************
Initial Complaint
08/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a statement from my insurance that they paid this company 2135 for service that NEVER took place. I was discharged on July 9 2024 and my husband picked me up from the hospital on the said day. I want them to refund my insurance company.
Business response
08/19/2024
Please provide a copy of the explanation of benefits in order for us to look further into.

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