ComplaintsforRobinson Emergency Medical Services

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2021 I was rushed to hospital in an ambulance. Late in 2022 I received a collections call and noticed a drop in my credit score. Was advised by collection agency I owed the EMS company $783. Told them was unaware. Called EMS company and awas advised they'd mail a form to sign and return and it will be charged to and settled by insurance. So I did just that. Collections agency called and I told them situation was resolved. They said it was not. Called EMS and they said it's too late to charge to insurance. Did the person that mailed the form not no that. All I need even at the time of service was to sign so my insurance which at the time would cover the entire service. I was told I would now have to pay out of pocket on a debt I was unaware existed and would have been covered in full and not caused my credit score to drop 30 points

  Business response

  04/04/2023

  #1 – Claim was put on hold awaiting signature from the patient.
  #2 – Letter sent requesting signature to process her insurance.
  #3 – Automated phone call requesting patient to contact billing office.
  #4 - Letter sent requesting signature to process her insurance.
  #5 - Letter sent requesting signature to process her insurance.
  #6 - Automated phone call requesting patient to contact billing office.
  #7 - Letter sent requesting signature to process her insurance.
  #8 - Automated phone call requesting patient to contact billing office.
  #9 – Internal review pre-collections to make sure all attempts were made prior to sending to collections
  #10 – Collections report sent to Chief Nemec for review.
  #11 – Claim was sent to the collections company.
  #12 – Letter sent stating patient was sent to collections.
  The patient then called the billing office and was told that all that she needed to do was send in a signed
  form , which had been sent to her 4 times previously.
  #13 – Patient was told that billing company not able to bill her insurance now due to untimely filing.
  As of 04/04/2023 the patient still has not sent the billing company the requested/required signature.
  

  Customer response

  04/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  ****** ******

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