American Medical Response
reviews and complaints

Location of accident: HWY 89 MM 245 Yavapai county

Date 06/25/2022

Call received 16:30.44

I had a ride is a Life Line Ambulance from HWY 89 MM 245 Yavapai county on 06/25/2022. The service was okay but they did not get my information correct regarding my address or my insurance company. If that not bad enough you also pick me up again on the same day to transport me for YRMC West to St Joe's in PHX. Now this account has been sent to GOSB (I am guessing this is a collection company?) and I have called and can not get a hold of a person to have the address and insurance information updated so the insurance company can pay. Please get a hold of me so this information can be updated. As today 01/23/2023 as this is the first time I have seen any billing as you had my AHCCCS#s for insurance billing and my attorney has just sent me a copy of your billing not paid today. So this is not right you should of gotten my correct address and should of bill the insurance company AHCCCS I hope you can correct these mistakes please contact me Ron.

11/23/2022

I had an elderly man lying unconscious with a history of strokes and cerebral hemorrhage and the paramedic (Jane) said he does not need to go to the hospital because he said he was fine now. He also has dementia.

She was rude, would not listen and did not want to hear his medical history from those who are professionals taking care of him. Jane and her partner ( didn't get her name) was asking him questions and of course most were incorrect. She stated she will not " kidnap" a person because they refuse to go to the hospital. We called his family and they requested that he go to the hospital. After much distress they took him to the hospital.

This is not the first time she has refused to take elderly patients to the hospital. This has happened on several occasions. Does a paramedic have the right to refuse treatment?, If the patient did not need an ambulance or treatment we would not of called.

November 15, 2022

12:00am

I was in a lot of abdominal pain, I could barely walk or lean or even move. Emt lady was very insincere. When we arrive to the hospital, she wanted me to walk to the waiting room from the hall, I agreed because I was in so much pain, I didn't want to argue. My walk was extremely slow and painful. Security guy noticed how much pain I was in just walking all the way to the door, he kindly asked me if I wanted a wheelchair and before I got to answer him, the emt lady responded and said, "No, she can walk." He gave her a confused look and looked at me and I said its fine and continued to force myself to walk in pain. She then said to him, "We get yelled at for giving away wheelchairs to patients who can walk, then that takes away from people who actually needs them." He didn't respond. After she left, the nurse called my name and sees that I'm struggling to just get up off the chair to walk to her and tells me she is going to get me a wheelchair and the same security guy walks up and offers to help get it for me. Honestly, my experience with this particular emt was not pleasant. I have never had an emt be this rude and so insincere towards anyone in pain. I remember holding my right side of my pelvic area, and she kept saying, "you keep holding your right side but you said your left side is in pain so which is it", but I couldn't put pressure on my left side because it my whole pelvic area was so swollen, it hurt, so I can only do it on my right side to help ease whatever pain I felt. I didn't feel like I needed to explain it to someone who already had their mind made up on what she feels about me and my situation. I wish I honestly remembered her name, because I would not want her to be taking care of me or anyone in the future. I was not rude to her at all, I couldn't even focus on trying to be explain myself because I was in so much pain. I feel like if someone is unhappy with what they do, they need to find a different job. Don't take it out on people who has done nothing wrong. Only wrong thing I did was call them to pick me up and make me feel like they couldn't help me.

They re-issued bills that were successfully contested and not counting towards insurance 1-2 years later after the insurance plan has been changed too late to get it properly taken care of. This seems to be purposeful and predatory to get more than insurance will pay them directly from the customer. The original bill was on 5/12/2021 and I tried to get them to send it properly to my insurance yet they never would do it and didn't even have the bills "ready" yet for now over a year till 10/1/2022 suddenly. This is a surprise, sudden boom bills from the past without the proper insurance of the period that was at deductible already at the time. They waited till the deductible period had expired!

My mother is 84 and a stroke patient, and is unable to get in my vehicle for MD appointments. After using a limo company for Mom's comfort, the expense forced me to use AMR. I prepaid with my CC for an appt on 8/2/22, and about a week later AMR sends me a bill for the exact amount. 45 minutes on the phone w their billing dept took care of that. They HAD been paid.

Then on 8/23/22, I booked AMR again for another appt on 8/26/22, and AMR sent me a confirmation email that showed paid by CC, last 4 numbers on it, their confirmation number, and our account number. Prepaid with CC, then got a bill for the exact amount AGAIN.

This trip was a low point for AMR. When we called the dispatch number to be picked up, no one answered. Phone rings and rings and rings, so much that the battery of my cell phone ran down to zero. I find a charger and then try to email them. You can't. Send an email to the main address you'll find on their website, amr. west. [protected]@amr.net, and it bounces right back. I just tried it again nearly a month later — still bounces back.

Then I tried their corporate office number. You can choose anybody on their phone menu, and you'll get voicemail without exception. I know because I tried. Their driver showed up some 2 hours later, saying she'd been told to pick us up then. I never told anybody at AMR that. I told them we'd call when we were ready to be picked up and taken home. Not possible.

We finally got home exhausted, but the worst was to come. About a week later, we get a bill for the exact amount I'd prepaid on my CC. Same mistake, but this time, none of their billing clerks could "find" my payment "in their system." I spoke to several, each less competent than the last. None of them would listen to me. They kept saying "So you tried to make a payment, and..." No. I paid. In full. We don't have an account we make payments on. This is a one time deal. Didn't help one bit. And she kept saying it, as if we did.

Yesterday, 9/12/22, I get an email from AMR advising "We are unable to locate the payment in our system. Please call our customer care department with the payment details so it can be further reviewed. In the meantime the balance remains your responsibility."

AMR can't find the payment, so they tell me to call the same billing dept that failed 3 times in a row to find it, and basically gives me a homework assignment to "find" the payment that they can't.

I sent them a PDF of their confirmation and proof of my CC payment.

Today they sent me a thank you for contacting customer care email, and I guess that was proof enough for them. I found it in MY system.

I will never, ever use AMR again after this. Limo is expensive, but I don't have this problem with them. AMR has successfully disqualified themselves on many levels. The other complaints here tell me it was not TWO isolated incidents.

My son was involved in a car accident on 01/27/2021. The insurance was provided to AMR to bill the insurance company. The claim was not filed by AMR with the insurance until 04/27/2022, exceeding the one year limit to bill for a service through the insurance company. My son was insured by Tricare and Kaiser Permanente and neither of my insurance companies were billed within the year. I am now left with a 2600 bill to pay on my own even though I have dual private insurance.

08/08/2021 Passed out at 4 am. Daughter called 911. AMR arrives for trip to ER. Dx'd with Pulmonary Embolism.

12/21 Rec'd invoice due for $1627. States denied by insurance (Medicare). I called. Have since learned their coding to Medicare was incorrect. (All billing is offshore in India and Philippines.) I ask them to rebill Medicare--who pays for ambulance service in emergency. They refuse, stating it was correct. I request medical records repeatedly. No response. They request I begin payments. As I have outstanding credit and can appeal directly to Medicare, I comply at $68/mo start date 1/1/22.

03/22 I appeal with Medicare.

05/22 Medicare approves my claim and pays AMR. Supplemental insurance, USAA, pays remainder. All totalled amount of $505. However I am not notified.

08/03/22 I call Medicare and am advised of appeal in my favor and payment to AMR. I then call AMR billing who informs me it's paid. I request refund for amount I've already paid them--$525. Am informed after investigation, I'll receive refund in 30 days. I send note to AMR of above conversation confirming refund coming, and my conversation with Medicare.

8/4/22 Wake up to an email from AMR stating I owe them another $575.11, and I past due. Call billing again. "GG" informs me I owe money. I refuse and repeat my two conversations with Medicare. Under contract they are to take what Medicare and supplemental pay. My part is done. Next he says I owe nothing, but they need more money from Medicare and are investigating. This is not my problem, please send me my refund, I say. Medicare is done paying for this. Obviously I was getting no where. I call Medicare again. they call AMR billing to "educate them" on my behalf.

8/8/20 Today I receive an invoice for $525.11. Past due. Pay up. I go to pay.amr.net. I am immediately blocked: WEBSITE BLOCKED DUE TO SPAM. We strongly recommend you do not continue. Malware activity.

I have Medicare/USAA documentation of payments, but unable to upload onto computer. [protected]

On May the 10th of 2022 I was taken by ambulance by a AMR unit at my home at 67894 e hwy 26, Welches, Oregon 97067.

I had surgery earlier that day and was suffering from severe complications and could not go by vehicle to the hospital.

I was taken to a hospital outside my plan because the hospital that did the surgery earlier that day was full.

I had given all my insurance information to the driver and my address and mailing address of

Po box 541 Welches Oregon 97067.

I got a bill the next day via text message on my phone. Called the customer service number in India and I thought I Changed my address and updated my insurance information.

I guess they didn't understand me because today I have been on the phone for hours with them to update this AND left a message (the second time) to AMRS advocate.

I want this taken care and this should be simple, apparently not.

This company is horrible!

I will file bankruptcy before I pay them anything unless they take care of inputting the information they need to process this claim.

Nothing should be this hard

I want to file a complaint against the fire department and the ambulance service they are very rude when they come to my home every person that comes to home. They are very rude they need to not have an attitude when they I want to speak to a supervisor my mom is handicap and they wouldn’t even help her down the stairs I want to speak to a supervisor to contact me [protected]

My mom was transported by ambulance to Lutheran hospital last night. The crew that came couldn’t even get her into the stair chair and had to call for a list assist that took an hour for the 2nd crew to arrive. Once in the Laramie chair no one knew how to use it. They literally dropped her down the stairs and if she wasn’t buckled in she would of been very injured. They were transferring her for a broken ankle and when she fell down the stairs in this chair she Landed directly on the broken foot. This is the absolute worst service I have ever seen and was very worried about my mother. I wanted to call 911 so I could get an actual professional here to help her

Account No. [protected]-0000

Trip No. 495-[protected]-00

Date of Service: 08/20/2020

We are owed a refund after Medicare finally paid for the ambulance trip. We have made multiple calls and appeals to AMR and never (not once0 have we ever received a response (phone call or otherwise) from AMR. We are owed $2962.17 and we have waited wat too long for AMR to review this matter.

Medical care was fine. Billing is another thing. We received a bill and I provided our insurance information. They billed insurance and my portion was supposed to be $75 and I paid it right away. AMR has continued to bill me over $200 more because they choose not to contract with Aetna. This is exactly why the government had to pass legislation to prevent surprise billing - because medical providers want patients to pay the difference between their high rates and the rates the insurance companies will pay. I have written them to explain that surprise billing is illegal but they have not adjusted my bill, nor have they responded to my letter. They just keep sending me the same inaccurate bill. At some point they’ll figure out it’s costing them more than they will ever collect from me.

I went to urgent care in Springfield mass last year and ended up agreeing to take ambulance to hospital a few miles away. The people in ambulance were great but the bill was thousands. My insurance paid some and I paid the balance of what Aetna told me I owed. AMR shows I owe close to 300 more. After NUMEROUS to them telling them I am paid in full it took a 3 way call between Aetna, me and their ridiculous claims department LAST YEAR for them to agree I was paid in full and assure me the letters and calls would stop. This year right after the one year anniversary of my ambulance ride the calls and letters started AGAIN. They are again saying I owe them close to 300. I will take my chances with a private ride next time. I will NEVER EVER get in an AMR ambulance again. Even if it kills me. Worst billing department EVER.

AMR is overcharging me even though I have produced proof that I have been make an agreed payment of $52 per month, they are only recording $49 of this payment and refuse to remove my method of payment and claim I owe them more than $100 above what my proof of payment proves. At this point I should only owe $101.07 but since AMR is pocketing (this was to be no interest pymnts) $3.00. I have called several times only to be put on hold then disconnected. I sent copies of my auto payments proving the amount I send automatically every month.

Bill ID: [protected] I have been making at least $52 payments automatically from my HSA since Aug 2020. My remaining bill should only be $101. I sent corroborating documents and auto debit payments to

AMR with tracking so I know it has been rec'd however, I just rec'd another statement saying I owe $100 more than my records. I've tried calling and writing to no avail. The problem is AMR is linked to my HSA and I cannot stop the payments.

My daughter was in was sick back in June of 2021 and I call 911 on June 15th 2021 and AMR responded to the call and is the only ambulance service available in my town. The first ambulance ride was covered because it was coded correctly but the second ambulance ride from the emergency room to the hospital where she was admitted because the hospital I took her which is the closest to me doesn’t have a pediatrics Ward was not coded correctly so my insurance company denied the claim. If they would just Re submit the claim with the correct coding

my insurance will pay the claim. There is also a charge of $98.61 for the first ambulance ride they charged me for that my insurance company said that I’m not responsible for but AMR says that I am. I would like to have that looked at and refund. I have called numerous times to the customer service but they are not helpful and they do not want to help. I have requested for a supervisor to call me back but no supervisor has called this is horrible customer service. How do I get this resolved? please help!

My husband had emergency services from our home address in El. Mirage AZ. The bill was sent to an address in Phoenix, AZ, an address we never lived at, EVER! When I called the representative, Jennifer could not explain why the bill was sent to a different address where the person who lived there opened the bill and then contacted us regarding this bill. She would not transfer my call to a supervisor, the only explanation she. Would give is that the hospital must have give the emergency personnel to address in Phoenix. Again I stated we never lived there, so why would the hospital have this fake address, no response except her stating she cannot share any information with me. She was rude and unfriendly on the phone and unwilling to provide customer service. It is irresponsible for a company to send personal information to the wrong address when the correct address was available since it is listed on the bill as where the ambulance ride originated from. The representative Jennifer would not even guarantor that a supervisor would return my call. This is unacceptable customer service.

They damaged my white slipcover sofa/ I have a problem with that because I paid 1, 000 at rooms to go Cindy Crawford sofa and I haven't had it very long ! How dare them come in with muddy shoes and be so englagent to do that! If they can't look and see what's going on around them how can you have trust that they are doing the same with the person they are working on . And as well RUDE! I want them to make this right they took it to different dry cleaners and that failed and even made more issues with discoloring of the material. They said they would make this right and months are going by now. Make this right! Get your pictures from Billie Shipp in Gulfport Mississippi. William Wylie 12511 Crystal Well Court Gulfport Mississippi [protected] / make my sofa right or buy it and come get it Spence you distorted it.

My father was taken by AMR to a rehab/nursing home facility for therapy to regain strength lost from a week in ICU due to acute pancreatitis and septic shock. After regaining his strength he was transported by family member to his assisted living home. AMR coded the rehab/nursing home facility as his home and said the ambulance trip was unnecessary since he was returning to his home. (It was mot his home). At the time he was taken to the rehab facility, he was too weak to sit up or walk and was transported on a gurney, then transferred from the gurney to his bed at the rehab facility.
Due to the error in coding Medicare and Tricare both denied the claim. I have appealed the claim. Both insurances have corresponded with me and revealed that they have requested information from AMR but to no avail. AMR will not respond to the insurance companies' request for additional information. I have even written a letter to AMR explaining the situation and asking them to resubmit the corrected claim., but again, no response. The only response I get from them are bills for the unpaid balance. I am at a loss as to what to do. On an up note, Tricare responded to me and said they had contacted the hospital, reviewed their documents and overturned their denial. Medicare is still trying to get a response from AMR.

AMR runs the sirens on their ambulances constantly when I know there are no real medical runs. Very disruptive. Often they run multiple sirens simultaneously, so it sounds like many emergency vehicles are responding at once. This is on a business street. I find it harassment issue. This happens even during the the night hours. Ridiculous. I guess they have nothing better to do! I do have a log of these runs. Can determine who is on call at this time at least.

This issue needs to be checked into. Thanks for reviewing the Complaint.