American Medical Response

Initial Business Response / [redacted] (1000, 6, 2015/09/04) */ September 4, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service American Medical Response initially filed a claim with the consumer's insurance carrierFollowing receipt of the insurance carrier's payment, the invoice the consumer received did not reflect the correct amount dueThe account has been corrected, and a refund of the consumer's overpayment has been mailedPlease accept our sincerest apologies for any inconvenience this may have caused Should the consumer have further questions or concerns, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) AMR corrected the mistake and has promised to mail the requested refundThank you

Complaint: [redacted] I am rejecting this response because:I appreciate that AMR is willing to reach out to [redacted] I would like to understand the outcome of those conversations before coming to a decision about the adequacy of AMR's response.It is disconcerting to me that AMR and [redacted] cannot come to a consensus about whether or not a contractual relationship exists [redacted] has repeatedly affirmed to me that in fact, a contract does exist I've spoken with multiple parties at [redacted] about this AMR has repeatedly asserted that a contract does not exist; Clearly, both cannot be correct However, if [redacted] did not have a contract with AMR for negotiated rates, and covered only the $1,that was paid out by policy, the EOB would show as patient responsibility It would seem that AMR has more to gain by falsely stating that this contract does not exist, than [redacted] has to gain by falsely stating that this contract exists.I would like to understand how AMR is determining if this contract exists or not How are contracts being cross-referenced for billing? Have other AMR customers using the same plan been paid out by insurance at the same rates that we were charged? And if so, was the patient billed the balance, or was it written off? If a contract has not been located thus far - has AMR been speaking directly with the credentialing department over at [redacted] , and has a copy of the contract been requested? If a request was rejected, why was it rejected and is the rejection in writing? As a consumer, my calls direct to [redacted] customer service and therefore I cannot get my hands on a copy of the contract - and it may be considered private information I have asked for a copy to review myself with no success I cannot be satisfied with any outcome until either:a) A check has been received by me for the amount that I was balance billed, orb) [redacted] affirms to me that the classification of the $as plan discounts was indeed their error Sincerely, [redacted]

November 30, Revdex.com of Denver EFlorida Avenue, Suite Denver, CO RE: Billing Inquiry Revdex.com Case#: Dear Revdex.com: Thank you for taking the time to contact our office with the consumer’s concerns American Medical Response (AMR) values our customers, and strives to provide quality service AMR initially filed a claim with the consumer’s insurance carrier using a non-contracted code It has been determined that the consumer’s insurance is contracted, and adjustment has been applied At this time, a refund in the amount of $1,301.99, has been issued to the consumer’s credit card used for payment We ask that the consumer allow business days to have the funds reflected Please accept our sincerest apology for any inconvenience this may have caused Should the consumer have further questions, I may be contacted directly at [redacted] Sincerely, Barbara [redacted] Patient Advocate American Medical Response

I have been in contact with AMR plus times since March of My week old daughter was in respiratory distress back in January of We had [redacted] insurance at the timeShe was transported from a [redacted] ER to another [redacted] to be admitted to the pediatric floorI have had [redacted] 3-way call AMR timesWith me on the phone, [redacted] has provided AMR with all the information they need to properly billBoth times, the [redacted] rep confirmed to AMR that my daughter had full coverage and the bill would be paidI have personally called AMR multiple times and provided them with all the applicable and correct information to bill [redacted] I have spent hours on the phoneAt one point, I thought maybe [redacted] was not paying the billI mean, how can any company fail to correctly bill an insurance company for almost two years??!! However, [redacted] said that if the claim is being denied as AMR states it is, then AMR should be able to provide me with a claim denial numberAMR cannot provide

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

September 8, Revdex.com of Denver EFlorida Avenue Suite Denver, CO RE: Ambulance Transport Revdex.com Case#: [redacted] Dear Revdex.com: Thank you for taking the time to contact our office with the consumer’s concerns American Medical Response values our customers, and strives to provide quality service Our office has reviewed the records for the above case It has been determined that the consumer was not the individual involved with our crew The consumer’s information was removed from our files on August 23, 2016, and he will no longer be contacted regarding this bill Please accept our sincerest apologies for any inconvenience this may have caused Should the consumer have any further questions or concerns, I may be contacted directly at ###-###-#### Sincerely, [redacted] Patient Advocate American Medical Response

Initial Business Response / [redacted] (1000, 6, 2015/11/13) */ November 13, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers and strives to provide quality service AMR received a call from the originating facility requiring an emergency, non-life threatening priority transport for the consumerBased on the call received and the consumer's condition, the transport meets emergency level of service requirementsAs we are not contracted with the consumer's insurance for this service, the consumer is responsible for any unpaid balanceIt is recommended that the consumer contact his insurance carrier for an appeal process if he feels that a larger portion of this claim should be covered Should the consumer have further questions or concerns or would like to discuss payment options, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a few points I would like to make: 1) I was transported in a older unit that was BLS (at best) 2) Why did I wait an extended amount of time for transport (over an hour) if this was an emergency? 3) If it was an emergency, why was I not transported by [redacted] ( [redacted] County's contract emergency transport company)? 4) Emergency transports are run "Code 3"This was a "Code 1" transport (non-emergency)Please define what you determine as an "Emergency/Non-Life threatening transport 5) My issue is not my insurance company, it is AMR coding a simple transport as an emergencyI would like copies of the call logs that support your claim 6) Being a retired [redacted] County Fire and EMS First Responder, common sense states these conditions do not justify an "Emergency" transport 7) I was informed by the originating facility I was being transferred to another of their facilities to be admitted as this facility did not admit patients 8) The only reason I was being transported was that it was hospital protocol as I was already in their care 9) I only chose originating facility due proximity 10) I was never made aware of transfer being an "Emergency Transport" and would have refused if I had known not covered by insurance 11) My wife is a retired nurse and could have easily taken me to the other facility I still believe payment as a non-emergency transport is reasonable and justified Final Business Response / [redacted] (4000, 12, 2015/12/02) */ December 02, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers and strives to provide quality service AMR received a call from the originating facility requiring an emergency, non-life threatening priority transport for the consumerThis means the consumer required a high level of care but was not in immediate dangerIt is often common for an ambulance unit to transport a consumer without lights and sirens unless the consumer is experiencing an immediate life threatening conditionBased on the call received and the consumer's condition, the transport meets emergency level of service requirements with non-life threatening priority When facility to facility transfers occur, multiple factors can delay transportHospital authorizations, physician to physician calls, accepting orders, and transfer orders must be done in order to meet EMTALA regulations before a consumer can be transportedThe county's emergency transport provider did not do the transport as they are a provider; the consumer's transport was a scheduled transport and was not received through the systemAs we are not contracted with the consumer's insurance for this service, the consumer is responsible for any unpaid balanceWe understand that emergency medical care is an unexpected expenseAt this time, American Medical Response would like to extend a 20% discountWe [redacted] accept $as a one-time payment in full Should the consumer have further questions or concerns or would like to discuss payment options, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response

On June, my minor daughter was transported via an Ambulance operated by American Medical Response from [redacted] Hospital in Las Vegas, NV to [redacted] Hospital in Las Vegas Nevada Beginning on July, I started receiving phone calls from [redacted] , a dept collection agency hired by American Medical Response On July, I returned a missed phone call from [redacted] , wherein I was informed that I had an outstanding bill from AMR that was sent to collections I immediately called AMR where I was told that my insurance information was missing and needed updated I provided the needed information, then asked the CS rep why I was never contacted by AMR directly concerning my bill She could not give an answer and transferred by to a supervisor The customer service supervisor (Employee ID [redacted] ) informed me that AMR had my correct contact information on file, and he was not sure why I was sent to collectionsThe supervisor ad

April 14, Revdex.com of Denver EFlorida Avenue, Suite Denver, CO RE: Ambulance Transport Revdex.com Case#: [redacted] Dear Revdex.com: Thank you for taking the time to contact our office with the consumer’s concerns American Medical Response values our customers, and strives to provide quality serviceAmerican Medical Response was unable to obtain a valid mailing address at the time of transport, which resulted in collections activity At this time, we have cancelled this bill from collections with no negative impact to the consumer’s credit rating A claim has been filed with the consumer’s insurance carrier and the account placed on hold pending their response Please accept our sincerest apologies for any inconvenience this may have causedShould the consumer have further questions or concerns, I may be contacted directly at (209) 236-Sincerely, Warda Ali Patient Advocate American Medical Response

Initial Business Response / [redacted] (1000, 10, 2015/07/17) */ July 17, Revdex.com of Denver/Boulder [redacted] St Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service American Medical Response mailed the consumer the initial invoice on May 5, 2015, requesting insurance informationOther attempts were later made by phone and mail to obtain contact with the consumer but were unsuccessfulThe consumer contacted our office on June 15, 2015, and stated no correspondence or contact had been received, and requested a new invoice be mailedOn June 22, 2015, the consumer provided auto insurance information and a claim was filed with the insurance carrier while the account was placed on holdIn time, our office was contacted by the consumer requesting account status and the account was further reviewed by a Supervisor At this time, the insurance has confirmed by phone there was no medical coverage on the consumer's auto insurance policyThere [redacted] be correspondence mailed to the consumer outlining this information and requesting additional insurance coverageThe consumer can also be assured there [redacted] be no further attempts at contact by phone Should the consumer have further questions or concerns, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response Patient Business Service

AMR has the absolute worst billing practices After only three months since the trip, got a letter for balance billing (which by the way is illegal in CA, AB72) We made calls to AMR, to health insurance, to try to get this all settledLess than one month later (mind you, less than four months now from trip), get a letter stating the balance is due within days or else it's going to collections Called AMR again to try to get this straighten out Requested more time to deal with health insurance, was told we could make a payment or else it's going to collections Had days to make a payment Made a payment of on day eight, which they received and cashed One week later got a letter from their collection agency demanding full payment or else a 7% per day interest would be added to the bill What I don't understand is AMR's billing practices How do you bill a patient and demand payment and send to collections in less than four months We all know dealing with insurance companies it takes more time than that And the calendar days is a joke That doesn't give you time to pay and account for the mail After calling AMR I was told the account was taken out of collections once the was received, yet I never received a letter, call, or updated billing statement from AMR The only thing I received was the collection letter Terrible billing practices, terrible communication Patient care really does end when they drop you off at the hospital Same on AMR! They are in the business of billing collecting, not patient care Trip No**SSN**9-

I am a medical professional and my husband is a firefighter/EMT in ColoradoWe have been trying to work with our insurance and AMR on our bill for my two year old daughter who was struggling to breathe on a recent family vacation out of stateCan you imagine how fragile she must have been to have a first responder call for his own child? We were told our account was put on hold until the issue was resolvedWhat came in the mail today? A Final Notice with days to respondIt took days for me to receive the noticeI have letters ready to be mailed to the CEOs of AMR and Rural Metro first thing tomorrowI can even drive to the office in Greenwood Village or have my husband stop by when he gets off shift protecting the district your headquarters are located to discuss this matter in person How can an emergency services company treat a first responder family so poorly? I am even willing to pay what my insurance company believes is fairI do not expect a free ambulance rideI would like someone to contact me ASAP! I have sent an email to every single email address I could find online

Initial Business Response / [redacted] (1000, 6, 2015/12/01) */ December 1, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Billing Inquiry Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service AMR submitted several invoices requesting insurance information to the address obtained at the time of serviceReturned mail was received, which resulted in collections activityUpon receiving initial contact from the consumer on April 10, 2015, the address was updated accordingly AMR has cancelled the consumer's account from [redacted] due to Medicare coverageThe consumer is not responsible for any balance due Should the consumer have further questions, I may be contacted directly at (XXX) XXX- XXXX Sincerely, [redacted] Patient Advocate American Medical Response Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept that AMR says we are not responsible for any balance dueHowever, I request a statement from Credence Resource Management LLC, a debt collector who was assigned the "account" from Pendrick Capital Partners LLC, that says the collection is cancelled and we are not responsible for any balance dueThe Credence Reference ID is XXXXXXXXX and the Creditor acct# XXXXXXXXXXXXXThank you Final Business Response / [redacted] (4000, 10, 2015/12/16) */ December 16, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Billing Inquiry Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service Based on the consumer's rebuttal of the AMR response dated December 1, 2015, an additional review was conductedAs requested by the consumer, [redacted] mailed a letter to the consumer confirming the account has been cancelled Should the consumer have further questions, I may be contacted directly at (XXX) XXX- XXXX Sincerely, [redacted] Patient Advocate American Medical Response

In August 2015, I paid my ambulance bill in fullIn April 2016, I began receiving collections noticesI have spent countless hours on the phone to try to correct thisAMR agreed they sent my info to collections in error but I am continuing to receive noticesI was promised return calls by several reps and was never called backMy last call I spoke with [redacted] who refused to provide me with management informationThis has to be illegal

I received a bill from them and the bill said something about insurance not normally covering the serviceI found that odd and had them run my insurance anywayMy insurance found something and said I did not owe for the service and contacted AMR to inform themI continued to receive bills from AMR and continued to have my insurance contact themMy insurance contacted AMR at least six times, three times by letter that AMR confirmed to me that they received the first oneI asked AMR several times to contact my insurance to figure out the issue and they refusedThis led to a cycle of them sending me a bill or threatening collections, me contacting my insurance, AMR supposedly reprocessing the bill and disagreed with my insurance sending me another bill, and start overI also was given numerous promises of someone that could solve the problem to contact me from AMR but only received a call from someone saying they disagree with my insuranceI was stuck in an endless loop for severa

Initial Business Response / [redacted] (1000, 6, 2015/10/12) */ October 12, Revdex.com of Denver/Boulder Cherokee St Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service American Medical Response did not receive contact information for the consumer at the time of transportThe consumer's account has been cancelled from Credence Resource ManagementNo adverse credit reporting has occurredOn October 2, 2015, the consumer was notified of the actions taken on his account, and mailed an itemized invoice for the charges sustained for the ambulance transport Should the consumer have further questions or concerns, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response Patient Business Service

My daughter was transferred from one hospital to another on Jan6, AMR sent us a billWe asked them to send it to [redacted] ***, our insurance companyWe were told [redacted] would not cover the bill and it was against their policy to send it because they knew it would not be paid [redacted] said that they needed to send it in [redacted] sent me a sheet showing that transfer from an emergency room to a hospital more capable of providing the required care is coveredAMR still refused to billI have reached out to multiple people at AMR and through [redacted] .n [redacted] told them to bill themNow AMR is saying that they are billing but [redacted] will not pay [redacted] has no record of AMR submitting any billsI have not received any EOB"S, Explanation of Benefits, from [redacted] I would receive one if their was a denialWe get told something different every time we call AMRI cn not go back on [redacted] if I do not get a denialAMR sends a bill I call and they say they are billing [redacted]

March 30, 2016Revdex.com of Denver/BoulderEFlorida Ave, Ste350Denver, CO 80210RE: Ambulance Transport Revdex.com Case#: [redacted] Dear Revdex.com:Thank you for taking the time to contact our office with the consumer’s concerns American Medical Response values our customers, and strives to provide quality service.American Medical Response filed a claim with the consumer’s insurance carrier for the total charges due of $2, Notification from the insurance carrier indicated the allowable amounts were applied to the consumer’s deductible, leaving the consumer responsible for the total charges due Several notices were mailed to the consumer; however, no further contact was received and the account defaulted to collections on December 24, The following month, our office received contact from the insurance carrier informing the claim would be reprocessedThe insurance payment was received in the amount of $on January 26, We then received contact from the consumer who was advised that AMR is a non-participating provider with the insurance carrier; therefore, the claim was paid based on the carrier’s non-contracted benefit rate structure At this time, we have contacted the insurance carrier and confirmed an additional payment of $was paid directly to the consumer As a courtesy, we have cancelled the consumer’s account from collections with no credit reporting occurring We are able to assist with the consumer with several payment arrangements on their responsible portion, once the additional insurance payment is receivedShould the consumer have further questions or concerns, I may be contacted directly at [redacted] .Sincerely,Sylvia DimperioPatient AdvocateAmerican Medical Response

Initial Business Response / [redacted] (1000, 12, 2015/10/26) */ October 26, Revdex.com of Denver/Boulder [redacted] Denver, CO XXXXX-XXXX RE: Ambulance Transport Revdex.com Case#: XXXXXXXX Dear Revdex.com: Thank you for taking the time to contact our office with the consumer's concernsAmerican Medical Response values our customers, and strives to provide quality service Our records indicate the consumer was billed on December 14, 2014, after the insurance carrier issued a partial paymentIn the following months, partial payments from the consumer were received and letters were mailed requesting the consumer contact our office to establish a valid payment arrangementOn April 30, 2015, our office was contacted and payment arrangement information was provided, however the consumer declined the options offeredNo further contact was received and without a payment arrangement established, the account defaulted to collections on August 17, On September 22, 2015, American Medical Response received an invalid check payment, which prompted billing to the consumerThe consumer contacted us and advised a settlement amount was offered by the collection agency and payment was already issuedA Patient Advocate received correspondence from the consumer that outlined the payment issued to the collection agency, and the account was placed on holdAt this time, the collection agency confirmed the settlement amount offered and the proper posting has occurred to the consumer's accountThe consumer's account has been satisfied and the consumer [redacted] not receive any further contact Should the consumer have further questions or concerns, I may be contacted directly at (XXX) XXX-XXXX Sincerely, [redacted] Patient Advocate American Medical Response Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to state for the record that MsDimperio left out the numerous times I attempted to contact AMR from December - April but never heard back from themThe conversation on April was not exactly as she portrayed it and still I continued making paymentsThe "invalid" check sent to them was not intended for AMR and the account had already been settled by collections

August 29, [redacted] *** RE: Ambulance Transport Revdex.com Case#: [redacted] Dear Better Business Bureau: Thank you for taking the time to contact our office with the consumer’s concerns American Medical Response values our customers, and strives to provide quality serviceOur office has reviewed the records for the above case It has been determined that the consumer was not the individual involved with our crew on May 16, The consumer’s information has been removed from our files, and he will no longer be contacted regarding this bill We confirm that no credit reporting has occurred Please accept our sincerest apologies for any inconvenience this may have causedShould the consumer have further questions or concerns, I may be contacted directly at [redacted] Sincerely, [redacted]