American Medical Response Inc

Doug Steingraber 2 _{on Google}

Oct 3rd, 2018

Very professional and friendly

Katie Barber _{on Google}

Dec 5th, 2017

We received great care from the staff at AMR when they transported my daughter in 2012. My complaints are related to their billing department. Services were rendered in Jan. 2012, but no bill was received. In June of 2017 we began receiving collections phone calls regarding the services from 2012. I advised them we were unaware of a bill and had never received anything. I asked them to send me documentation showing this was a valid bill (statement along with an EOB from my insurance showing how the claim was processed - I've worked in medical billing, these are things that should be easy available to them). They advised it would take "15 business days" to get me a statement. Once I received the statement (3 weeks later as they stated, which is ridiculous, there's not excuse for it to take 3 WEEKS to mail someone a statement), I saw it was only a statement, no documentation to show this was a valid bill. I called and asked them for a copy of the EOB, which they refused to provide, advising me to call my insurance company (I already had and they were not able to provide the information because the claim is 5+ years old). I questioned why they could not provide me with a copy of their documentation from my insurance company, showing what the insurance stated I owed. The customer service rep and supervisor continually stated "We will not provide you with that information, call your insurance". I advised them repeatedly that I just wanted to take care of the bill and my insurance was not able to provide me this information due to the age of the claim. I repeatedly questioned why they couldn't provide me this information, since it is legally necessary in order to collect on the bill, but they were unable to provide me any answer other than "We will not give that to you." I was not disputing the validity of the bill, just the amount, and wanted to verify what my insurance stated my responsibility was. After spending several hours on the phone with my insurance company I found someone who was able to locate information on how the claim processed, allowing me to verify what I owed so I could pay the bill. My complaints with this company can be boiled down to a few things:
1- There is no excuse for this taking 5+ years to be billed to me. I was informed by the supervisor that once the insurance paid the account was sent directly to collections because the amount received was not the full amount billed. This makes no sense. Thankfully, the account was never reported on my credit report (although it would have been handled sooner if it had been reported). They advised me the accounts sent to collections were never worked by the collection agency, which is why they were recalled after 5 years.
2 - This could have been a painless process had AMR provided the information I requested when I first spoke with them in June. They would have received their money weeks sooner, with less work on their part (they've called me multiple times each day while I've been waiting on statements and trying to track down claim information) had they just provided the insurance documentation. If they sent my account to collections that file would have contained a copy of the EOB, clearly showing my responsibility, all I was asking for was a copy of this documentation so I could verify a 5+ year old bill that I'd never heard of prior to this point.