Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  10/14/2024, ambulance company billing me saying transport was out of network. ***************** 72 maintains protections for out of network providers. This bill should be covered 100% by *****, my insurance company.

  Business response

  01/22/2025

  Dear *******,

  
       We apologize for the inconvenience caused by the bill you received directly. This should have been appealed immediately upon receiving the denial.

   
  As we discussed on the phone, we have filed an appeal with your insurance on your behalf and have moved this bill from your responsibility until we receive the adjudication from the insurance company. Please allow up to 60 days for the insurance company to process the claim.

  
  Once the insurance company has made their determination, we will review the explanation of benefits and inform you if there is any remaining balance that you are responsible for, based on any copays or deductibles applied by your insurance agreement.

  
  If you have any questions or concerns, please do not hesitate to contact us.

  
  Thank you
  
  

  Customer response

  01/22/2025

  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother needed transportation from the hospital to home on 2-****** due to a femur/hip fracture and surgery, fall, dementia, *******************************. Although approved by my mom's insurance, Royal ambulance did not complete work order with zip code to and from hospital to home, insurance denied claim and asked for zip codes. I called 3-21-2024 regarding the zip codes and told not to pay, will re-bill and wait 30 days. I continued to be billed and I continued to call 6-6-24, 7-7-24, 8-5-24 and told each time I will tell billing, wait 30 days. I kept getting bills and the last one was threatening 3rd notice may go into collection. I paid $377.27 Run number 12642-24 Date of service 2-5-24. I figured I would get paid back when paperwork is done right. On 3-30-24 my mother was coming home again from hospital, complications due to fracture/surgery with blood clot, sepsis and put on hospice. The amount of $322.60 is billed but I have not paid this one, same problem as the previous claim, Run number 32073-24 from Royal Ambulance. Dec. ****** I call my moms insurance Humana and they say that Royal ambulance have not submitted the completed zip codes and the codes are wrong. Insurance is denying claim until this is resolved. The agent from Humana calls Royal Ambulance and I am on the line listening 12-5-24, The same answer was given to the agent, "I will give this to billing" wait 30 days. Humana has told me that my mom is covered emergency and non emergency ambulance rides. On her end it shows that Royal Ambulance has failed to complete this order with zip codes and continues to bill. I am hoping my mom is compensated the $377.27 and billed correctly resolving this matter with both of the Run numbers stated above. In the last 9 months dealing with Royal Ambulance I was told that my insurance wouldn't cover non-emergency rides, both ******** and Humana are denying claims and I am responsible. Thank you in advance.

  Business response

  12/23/2024

  Hello,

      As of 12/16/2024 Management has been in direct contact with the reporting party regarding this case. We have been able to ensure the reporting party that all billing was appropriately submitted in accordance with all ******** regulations regarding hospice, ******** *** and ******** billing. We were also able to ensure that all requested documentation from insurance was indeed provided to said parties. Thus, resulting in the final adjudication set forth by the patients insurance, resulting in a patient bill. We feel this explanation helped the reporting party understand why a bill was received. While we are still working on the final outcome to help resolve this inquiry with the reporting party, we are confident we will be able to close this case with satisfaction. We are still working closely with the reporting party until we get the final resolution. Please do not hesitate to contact us should there be anything further that we can clarify, confirm or assist with.

   

  Thank you

   

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm reaching out to the BBB with an issue on behalf of my Mom, *************************** for services rendered. For legal purposes, I'm my Mom's POA and legal representative. Enclosed, you will find copies of the discharge notes from *****************(see highlighted areas) that ************* Acute was to pay for all charges rendered. Moreover, I had conversations with Royal requesting the rejection AMA Codes from ******** rejecting the Claim for services. Instead, Royal sends us another bill for the issue. From there, under ******** guidelines, we can request that we can submit any medical records and information to justify ******** looking at the claim again. Per CMS, the provider can request medical information and code the claim for non-medical purposes to get approval:************************************************************************************************ Instead, Royal refused to provide that information to me so that I can appeal any claim rejection due to Claim Coding errors. Additionally, Royal refused to look at the ***************** documents stating that Palo Alto Sub Acute would pay the cost nor did they contact PASA and submit the billing to them instead of us as indicated in the Medical Record that is attached. We are asking that the billing be resubmitted to ******** for Medical Needed due to patient condition at the time of transport based on the clinical evaluations of Doctors at *****************. Especially, since my Mom was considered a fall risk due to Parkingson's, Dementia, Alzheimer's and Lewy Body. Concurrently, we are asking that PASA and ***************** be billed for these services based on the notes that "transportation cost covered by facility/agency." It was our understanding from the Admin at PASA that if ******** did approve the claim that PASA would pay the bill. Additional medical records can be provided if needed. Meanwhile, ******************** has been contacted about this issue as well.

  Business response

  07/03/2024

   After complete review of this case/patient account 7/2/2024, it was confirmed that this account will be billed to and paid for by the ordering facility due to incorrect LOS being ordered at call intake, confirmed this by pulling the call recording for ordering transport. Further education will be provided to the facility for appropriate ordering of ambulance services to prevent future denials from CMS in regards to medical necessity. CMS guidelines pertaining to coding and billing were correctly applied and also explained to the reporting party for further understanding of denial. For documentation requests, I have mailed out the requested documents for patients records 7/2/2024. Further education was also provided to the team member to correctly send these types of requests from our patients so they receive their medical records in a timely and protected manner. 

  
     As of 7/2/2024 Management has been in direct contact with the reporting party regarding this case. In speaking with the reporting party, theyre comfortable and satisfied with the action that has been taken to date. Please do not hesitate to contact us should there be anything further that we can clarify, confirm or assist with.
  Thank you
  

  
  

  Customer response

  07/03/2024

  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.  Meanwhile, if there are other issues, we are going to keep an open door policy on any help needed moving forward.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe I am entitled to a refund from Royal Ambulance, because I paid a bill from them before realizing that no claim had been filed with my secondary insurance. The date of service was April 1, 2023, run number 35931-23. I sent a check for $250.01 on May 2. In August, I realized that no claim had been filed with my secondary insurance provider. I called the billing office to report the error and request a refund. Despite multiple phone calls and assurances that the claim was submitted, my secondary insurance has still not received their claim. This seems a fairly simple matter, yet they have not worked to process the refund that I believe I am owed.August 23: I called the billing department and left a message August 24: I received a call from the billing department saying they would review the case to determine whether to submit a claim, and might call me back October 23: I called the billing department and was told that Royal Ambulance would check with my secondary insurance about the status of the claim, and that I should call back in 2-3 weeks November 6: I checked with my secondary insurer and learned that they never received any claim from Royal Ambulance. I immediately called the billing department and left a message November 10: Not having received a call back, I left another message November 13: Not having received a call back, I left another message. I then received a call back, but the call was cut off. I left another message November 14: I received a call back, assuring me that Royal Ambulance filed the claim with my secondary insurance the previous day (three months after I brought this to their attention). I was told that I should check back in a month about the refund November 28: I checked with my secondary insurer to see whether they received the claim from Royal Ambulance and was told no, they still have not received the claim. The billing office never answers the phone and they rarely call back when I have left a message.

  Business response

  12/04/2023

     As of 12/01/2023 Management has been in direct contact with the reporting party regarding this case. Weve been able to ensure, at this time, that the claim in question is confirmed as received by the patients secondary insurance. In speaking with the reporting party, as of 12/1/2023, theyre comfortable and satisfied with the action that has been taken to date. As we continue to resolve their account balance directly with their insurance, well be keeping the reporting party informed until final adjudication has been completed. In the event insurance adjudicates for payment, the reporting party will then be promptly refunded. Please do not hesitate to contact us should there be anything further that we can clarify, confirm or assist with.

  Customer response

  12/07/2023

   
  Complaint: 20932989
  
  I am rejecting this response because: although the business has called me four times since I filed the report with BBB, they report that the secondary insurance has NOT yet received the claim. This contradicts what they reported to BBB. I am still awaiting confirmation that the secondary insurance company has indeed received the claim. I am glad that the business is now reaching out to me and keeping me informed about their efforts to file the claim. Until the secondary insurance confirms that they received the claim, however, I will not be satisfied with the response.
  
  Sincerely,
  
  *************************

  Business response

  12/08/2023

      After complete review of this case/patient account, a confirmation has been received from the secondary and the account has now been fully adjudicated.As of 12/8/23 this account has been finalized and considered closed by insurance, leaving no financial risk for the beneficiary. A full refund has been issued back to the beneficiary as of 12/8/23 or any portion that the reporting party has paid. Reporting party has been advised of the most recent updates,and we hope that this satisfies the request. Please let us know if there is anything further we can assist with.
  
  Thank you

  Customer response

  12/15/2023

   
  Complaint: 20932989
  
  I am rejecting this response because: as of today (12/15/23) I still have not received the reimbursement check, although I am told it was mailed a week ago on 12/8/23. It's holiday season and *************** may take longer than usual, but I want to receive the payment before I register my satisfaction and close the complaint. Note that this matter could have been resolved earlier; it is now four months since my first communication with Royal Ambulance. Still, I am pleased that the secondary insurance finally received the claim and was able to process it quickly. I am grateful to Royal Ambulance for communicating responsibly with me since I filed the complaint with the Better Business Bureau. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11-7-22 Royal Ambulance was called by my grandma's Hospice which is ********* to be transported to the nursing home **********************. We received an invoice from Royal Ambulance 11-21-22 at which time we handed over the bill to Hospice as they are responsible for they bill as ******** will not pay this because she is on Hospice. We were told by ******* that they will take care of the bill so we thought it was taken care of. In February 2023 we recevied another bill from Royal Ambulance. I called Royal Ambulance and they stated that they do see that ***** was with ******* in November and that they will be sending the Hospice the bill. And stated that I didn't need to do anything else. Then on April 13, 2023 we received a bill from PCS the collection agency stating that we owe Royal Ambulance. I call Royal Ambulance on 4-14-23 spoke to ***, and he told me that they will look into why Hospice was not billed and will call be back by 4-17-23. I tried called Royal Ambulance again on ****, ****, and 4-20-23 and I have gotten is their voice mail. I have left several messages asking to call me back and nothing. ***** does not owe on this bill as Hospice should have been billed. And then for Royal Ambulance to turn her over to collections when they clearly saw that they were supposed to bill ********* when I called on 4-14-23. Royal Ambulance needs to bill ********* Hospice like they should of done back in 2022. And take back this bill from collections immediately. The account is for *********************** The invoice # *****-22 DOS or transportation is 11-7-22

  Business response

  05/05/2023

  As of 5/5//2023 - We have been in direct contact with the reporting party regarding this case and have resolved the concern. ******************************* is pleased with the outcome as her grandmother is no longer responsible for the charges in question. Please do not hesitate to contact the Assistant manager of Revenue Cycles direct line, ************, should there be anything further that we can clarify, confirm or assist with.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My 91 year old mother received transport services (two trips) from Royal Ambulance to the emergency department at ****************** in January. Royal Ambulance is a ******** provider, however when they submittedd the claims to ********* they included a code which claimed that the trips were not medically necessary, thereby leading ******** to deny the claims. Royal Ambulance subsequently billed my mother over a thousand dollars for the two trips, and has been completely unresponsive to my attempts to resolve this. They have subsequently referred the matter to a collections agency.In the meantime, I have spoken with ******** (where I got the information that Royal had submitted the claims with the erroneous information) and obtained a letter from my mother's physician dated April 15th that was sent to Royal Ambulance stating that these trips WERE medically necessary and providing the codes necessary for ******** reimbursement.Royal Ambulance never inquired or requested this information in advance of submitting the claims originally and further somehow took it upon themselves to include codes that led to ******** denying the claims. They have, as I noted, been unresponsive to the numerous phone calls I have placed to them.

  Business response

  05/26/2022

  See attached

  Customer response

  05/27/2022

  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,
  
  *****************

*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. ↩