Upgrading my 1-star review to 2 stars, because the company finally contacted me, (although coincidentally it wasn't until after I wrote my review here on yelp). After a brief discussion with them, the billing issues were resolved. However, when I went to pay online, their billing website wouldn't work. I tried on multiple browsers, but the website was non-functioning. Ugh - such a terrible customer experience, and so much time wasted. I mailed them a check (old school), and fingers crossed that we don't end up with this ambulance company again. read more

Rough rides for patients, unprofessional, and totally overcharge for services (9.00 per mile on top of exorbitant fee). Then they send you a LATE NOTICE when the bill isn't due for another 5 days (it says so right on the bill!), and you've already paid it anyway! Do better Pro-Transport. read more

one star is one too many! This company, was used by the hospital to transport my husband. Medicare paid, and they would not help with billing his secondary insurance. instead... they sold the outstanding debt to a COLLECTION SERVICE! this bill after I filed with my insurance, was paid in gull by them. This is a money grabbing service, that has no good will or intentions. If you have any say in your care or the care of a loved one... DO NOT use them. they prey on innocent people and have no regard for anyone or anything read more

ProTransport-1 has a horrible customer service department. Apparently, they are NOT the least bit interested in customer service.

This company needs to train their employees on compassion. I overheard one of the transport workers say disgusting things regarding a transport. Pro Transport Van number 305. This was on November 29, 2020 . There were two white males, but it was the stocky one who does not seem to have a professional attitude. You can't make people have empathy or class, but in a job where you transport vulnerable people, there should be more compassion, especially when they are dying. read more

My mother-in-law was in the hospital and then rehab for 3 months. The rehab center had to send her over to the hospital several time because her drainage tube came out. ProTransport-1 quoted the rehab facility $165.50 per trip. My mother-in-law received numerous invoices but none of them had the correct amounts. They claimed she owe $1109.00. She was transported 4 times. My math of 165.5 x 4 = 622. It almost seems like it is a scam to get as much money as possible. The also told me that they would submit it to Tricare and Medicare. They have not done that and the trips were in August and September of 2018. Thank God they record all conversations. I was told that since my mother-in-law had a tube down her nose for drainage I could not transport here in a car, therefore Medicare would deny once it was submitted and if I appealed the denial that they (Medicare) would then cover the costs because it is very gray area for them. Also, Tricare is supposed to cover it. Back in September 2018 when I started having issue with ProTransport-1 I had to send a online complaint to Call Kurtis. He got the company to respond, but here we go again!! Too many people are having this issue. It needs to be fixed. read more

The medical staff on the vehicle was very professional, no complaints there. 1-star for unfair billing practices. The ProTransport-1 company billed us and our insurance $9150 for a 9 mile trip. Our insurance is on the hook for $6K and we are on the hook for $3K. The same night, Silicon Valley Ambulance Inc transported us along nearly the same 9 mile route and the bill was only $1043. Considering that inter-facility transport is mandatory by ambulance, we had absolutely no choice over which ambulance Stanford ER would contract for us. This is financial extortion at it's best (worst), charging 9 times the price of the competitor. It's completely unreasonable to bill $9K for 20 minutes of transport service. One would think this would be regulated somewhat at the state or federal level. read more

Absolutely the most pathetic excuse for a business, in particular, one involved in the business of providing "care." Their billing department is incompetent at best and use extortion tactics to collect. When you question them their response is to threaten you with increased amounts due. If you call twice on the same day you will talk to two different people who give you completely different answers. They abused the trust of my elderly mother and are equally abusing the Medicare system. Please do not trust your healthcare or transportation of your loved ones in the hands of these extortionists. Whoever wants details I'm happy to provide them. jjpalmore@gmail.com read more

This is ZERO star review. SCAM! SCAM! SCAM! I got bills for my mother-in-law's emergency transportation from a care home, paid them, and then got billed from the fire department for the same day/services. I have repeated called every number I could find, including their corporate offices. No one ever answers the phone but for the number to schedule. I have left messages for their customer service (overseas), stateside billing, and corporate offices. I have not gotten one return phone call. SCAM! SCAM! SCAM! read more

We used PT -1 in May of 2015, and promptly paid all invoices. Now in June of 2018, yes 3 years later, we have received another small invoice due. The statement does not make any since as to how or why the amount is due, and refers to some "change to be effective 4/1/2007". We called regarding the bill 4 times, but only got to voicemail, so we left the message that all bills we paid promptly at the time of service, and that a bill 3 years late is not acceptable. Aside from that, the person that they transported and are trying to bill passed away 2 years ago. We then received another copy of the bill on 8/27. It will be interesting to see what happens when we try contacting them again, but based on all the other very poor reviews, I doubt it will go well. read more

A relative was transported by this company from the hospital. Some of his clothing items were lost, and I contacted them to see if they found his clothing. It took four calls before I got an answer as to whether they had his clothing. I was promised callbacks three times. On the fourth call I was told someone tried to call me the day before, but I had no missed calls or voice messages. When I mentioned their customer service, or lack of, does not match the high amounts they charge, a woman that I was talking to said she was not going to go around and around about their fees. How arrogant! They were negligent in not responding to my calls, and she has the nerve to give me a response like that. I would avoid this company. If you have issues, good luck on getting a response. There are other companies out there. read more

This review is a ZERO star review. I was hospitalized in August 2017 and had to be moved to another medical facility. The hospital that I was in contracted with Pro-Transport. My trip was about 10 miles and the bill was over $5000. My insurance paid and indicated on the explanation of benefits (EOB) that my patient responsibility was now $0. I have since been receiving invoices from Pro-Transport for the balance of the invoice, which is $4100. After my first invoice was received, I printed and mailed copies of the EOB which shows that the insurance payment was made and my responsibility was $0. After I received the letter indicating that my account was going to collections, I called customer service and spoke with Chris, who indicated that she is in Manila, Philippines. She asked me to fax the same paperwork over to an 877 number and that the bill is again under review. She said that since my insurance company doesn't contract with them that I owe the balance. I told her that they should have discussed that prior to agreeing to do the transport and since I was incapacitated at the time and not in any way involved in the decision to hire them, the they should take it up with the hospital. I told her I will not be paying anything to them and that I wanted to call someone in the United States. Guess what, there's no phone number in the U.S. This company is plain DISGUSTING and UNETHICAL in its billing practices and complete POS who hide behind customer service people in another country who do nothing but regurgitate scripts and are in no position to resolve anything. To all hospital and medical service facilities, DO NOT CONTRACT WITH THIS COMPANY IF YOU CARE ABOUT YOUR PATIENTS. I will be reporting them to my insurance company and the DMHC and DOI. read more

On April 26, 2021 i was discharged at eden hospital to be transferred to a nursing facility in hayward ca. The 2 E.M.T's that help me is very professional, helpful and very friendly. Since I'm doing this review, i will disclosed their names...jacqueline and james thank you guys for being a professional and very friendly. I would recommend this business 100% not all the e.m.t.'s are snarling and you it already. They made my day. Thank you guys keep up the good work. read more

I was hospitalized in SF in June, and after a few days had to be transferred to a rehab place near my home in Sacto. The hospital set it up--I have no warning or any idea I would be charged $5600! I appealed to Medicare, but was turned down. I am getting the threatening notes from ProTransport. I called today and got a different answer from several people in the am. Tried to pay on their website--and it always says error occurred. They said in am to try later. Same situation later. I have spent too much time on this horrible business . Any suggestions at what to do? read more

I am shocked at how uncaring and incompetent this company is and it alarms me that they would be taking care of critically ill people during their time of need. They did not communicate my needs to the ER doctor which ultimately led to my having 2 Grand Mal Seizures. Now they are sending me to collections and have no interest in investigating what may have happened to me. Pathetic. read more

This company is a very hard nosed,cruel, and unforgiving company. They charge WAY to much for basic transportation to and from hospitals or any other treatment facility. And there customer service is sub-par at best. Almost borderline rude if you ask me. My opinion, go with one of the other ambulance transfer company's hear in the North Bay, you won't regret it. All of them have much better customer service, and all of there rates are by far much, much cheaper! Pro Transport 1was the worst ambulance transfer experience my mother and myself have ever experienced. Getting the bill in the mail was an awful experence as well. read more

This company is the most unethical company. If I could rate them lower I would. After being transported less than 4 miles I was responsible for over $2400. In bills after my insurance company paid more than half this bill. They are uncaring and very non responsive in solving billing issues. Since this company is out of network with my insurance, they can charge you whatever they want. I did not have a choice at that time to have the hospital find an in network provider. My only words for this company is pathetic extortionist rip off. read more

I am totally disgusted with Protransport and their ability to work with insurance companies. Over the past 2 years a family member was transported by Protransport from different facilities. Protransport would not send the co-payment to Tricare secondary insurance since they did not have a EOB from Health Net that was needed to get reimbursed for the co-payment. So, in order for it not to go to collections, I paid for it out of pocket. I had made numerous calls to Protransport to get insurance to pay, but with no success. So, I paid the bill out of pocket using a credit card, which I see was paid early this month. Today, I get a notice from a Collection Agency demanding payment for services that were already paid for. I called the collection agency, who were less than helpful and told them this had been paid. They were usless. I the called Protransport who confirmed there was no outstanding balance and that they had not sent this to collections. Well, they don't even know what their own company has done. If I have a choice, I will never use their services again. I will work with any ambulce agency other than this one. And I will never recommend them to anyone! read more

This company is run by two owners that really do not care about patient care. They are more concerned about cutting corners and they like to circumvent the EMS system. They run the company like a taxi cab company. They are former supervisors of an out of business ambulance who started up their own company. While they have been in business for just over 10years, they try to cut corners in the area of proper patient care. They do not believe in training there employees properly! When there dedicated EMTs do the right thing in the interest of the patient, they are often criticized for their actions, and sometimes disciplined. This company runs on the edge a lot and at times delays paying their bills to keep their available cash looking good. The owners put people into positions that they are not trained for. Employees that they call managers have no training and or job knowledge for their position. Managers are pulled form their duties to run calls to generate revenue. As a result this company has no leadership or supervision. Any positive reviews that you may read are posted by the owners and their PR employees. If you are in need of the service of an ambulance company, I strongly suggest you look elsewhere read more

The charges that this company charges are excessive and they are unwilling to negotiate on the price. A 30 minute and 4 mile NON EMERGENCY ride to a rehab facility costs $1788.19. This is outrageous pricing and I plan a legal action against this company. Their fees were an astonishing $447.05 per mile. read more

I just had a most frustrating conversation with the billing department at Pro Transport-1 regarding a bill that has been going on for almost 20 months due to their incorrect billing to my insurance company and inaccurate notation on their bills. Neither of which they take any responsibility. They were using an incorrect ID number for the first 10 months (which is pathetic in itself) and sending me bills stating that I was not identified by the insurer. Once they finally started using the correct ID, I continued to get the bills stating that I was not identified by the insurance provider. Finally after receiving my most recent bill still stating that I was not identified by my insurer, I decided to contact my insurer and see what was going on. Evidently my insurance applied an "allowed amount" to my deductible at 10 months. However, Pro Transport-1 never stated this on my bills. In fact, 19 months after the service, they are still stating that I am not identified by my insurer. In the simplest terms, the bill makes no sense. The big frustration here is that I had a secondary insurance that would cover my deductible had this bill been presented correctly 10 months ago. Now, almost 20 months later, the secondary insurance is topped out and will no longer cover any deductibles. Pro Transport-1 is refusing to accept any responsibility for the financial burden that they have caused me. To add to this frustration, a supervisor threatened me by stating that if I didn't pay this bill, they would report me to my insurance and my insurance would bill me for the full amount rather than the lesser deductible amount (based on their allowance for this service) which is an outright lie. It's unbelievable to think that this organization has caused this financial burden for me through pure incompetence on their part yet they accept absolutely no responsibility. It's also unbelievable to think that they would try to "strong arm" me into paying the full amount with a lie. Tomorrow I'll be writing the CA Board of Consumer Affairs since it's important that this be on record with them as well. read more

These people charged me for an ambulance ride, and I paid the account after it went to collections because they made only a half-hearted attempt to contact me. Even after I paid it off, however, the collections account remained open! When I tried to contact the business, they told me they had closed and transferred accounts to the new business under whose name Protransport had rebranded themselves. Apparently my account simply got lost in the shuffle. I made several attempts to contact this new business. During this time, they shuffled me and my account between representatives for approximately two months. Finally, I simply filed a claim via my credit reporting agency to have the matter removed. It was, at least on this specific site. In the meantime, this agency apparently assumes they can try to charge me twice for the same amount, then refuse to take no for an answer. This is ridiculously unfair. It seems likely, based on the number of awful reviews on Yelp, that this company is simply entirely uninterested in providing quality customer care or offering effective and fair business practices. My advice is to absolutely avoid working with them in the future. The business manager/representative who continually posts responses to negative reviews on Yelp is clearly parroting the company line and, just as clearly, has no actual investment in improving the poor state of the company. All he actually offers is another phone number, which will undoubtedly connect to another voicemail belonging to someone who will never return the call. This company needs to review its business practices-better yet, it needs to dissolve immediately before it does any more damage. read more

I have been Trying to resolve an outstanding bill for my 91-year-old mother since December 2015, for "Excess Mileage" denied by Medicare, as "non-covered" charges (from September '15). This is a charge that we (a) did not authorize and (b) were never made aware of by either the hospital who requested (required) the transport, nor Pro Transport. In fact, the hospital doctor who discharged my mother (and the (Modesto) hospital's Case Mgmt. Supvsr.) deemed this transport to be "medically necessary," which Should be covered by Medicare (according to a Medicare rep). However, also according to Medicare, they didn't receive the appropriate paperwork, indicating the transport was medically necessary, so Medicare (& my mother's secondary insurance) didn't cover the excess mileage charge. I was offered a "discount" in December by Pro Transport, equaling 30+% of the amount 'not covered,' which might Seem like a nice break but, in reality, had Medicare and Blue Cross paid their bill, they would've gotten about 16+% of their charge, and would have considered it paid in full(!). In March (2016), I offered what, in effect, would've been (estimated, based on what they did pay) Medicare's/Blue Cross's "allowed amount" as a pay-off amount, and told them I would deal with appealing the claim with Medicare, but I was told that the Supervisor/Mgr. was "not willing to accept my offer." I responded, "That's too bad, because I don't believe we, legally, owe $1...yet, I'm willing to pay you what you would have gotten from Medicare/Blue Cross, just to close-out the account." (I read online (at medicaresupplementplans.com) that, "All ambulance companies must accept the Medicare-approved amount as payment in full." So, why won't they accept my offer as 'payment in full?') I suppose they think threatening to send the account to a Collection Agency (which they've now done) would scare us into paying the amount they wanted. I don't appreciate being bullied into paying something that I do not feel we, legally, owe. As much as it grieves me to think my mother's excellent credit rating would be affected by this, it Really isn't gonna affect her life, at her age, since she doesn't need any more credit. Still, it's the Principle. I did ask them to please mail me a copy of any paperwork they have, with a signature, authorizing them to charge my mother for this 'excess mileage'...(to which they had no response. I am her PoA and Health Care Agent, and I didn't sign anything....my brother wasn't asked to sign/approve anything....my mother has dementia (and, according to the hospital, was in a confused state--one of the main reasons her transport was 'medically necessary'), so she wasn't capable of authorizing anything.) I've explained All of this to Pro Transport, but it doesn't seem to matter to them....They just want their money. I'm not sure who's 'more responsible' in this case -- the hospital or Pro Transport....I just know we're not, and I think it's sad that a 91-yr-old woman with dementia, and her family, are being taken advantage of in a situation like this....Or, so it seems. In doing further research online at Medicare.gov, I read that, "When you get ambulance services in a non-emergency situation, and the ambulance company believes that Medicare may not pay for your particular ambulance service, it must give you an "Advance Beneficiary Notice of Noncoverage" (ABN). At the very least, Pro Transport should have given my brother (who was with my mother when she was discharged from the hospital, and Offered to transport her...but the hospital told him she Had to go via ambulance), a Notice of Exclusion from Medicare Benefits (NEMB) form, indicating the charges she/we might be responsible to pay. We saw neither one of these forms....and I'm waiting to see if they send me Any forms of authorization....I doubt I'll get anything....if the lack of response when I requested it is any indication.. After months...and Many hours on 'research' and phone calls (to the hospital, to Pro Transport and to Medicare)....this is Still Unresolved. What's Wrong with this picture?! I don't typically do 'reviews' online, but this is just Frustrating. :-\ read more

Dealing with ProTransport-1 has been an absolute nightmare for my elderly mother and father. Between my sister and mother, they have spent countless hours trying to deal with ProTransport-1 and their billing; now my parents received a letter from Protransport-1 demanding that they have 10 days to pay their bill or they will be sent to collections. I believe maybe it's time to get a hold of the BBB better business bureau and see if they can be of any help, everything we've tried has hit nothing but dead ends. My elderly father had major back surgery last November and was transported to a rehabilitation facility in Aptos, Ca. When my mother and I got to Stanford Hospital on the day of his release we arrived and they had already left with him. We rushed to the rehab in Aptos to find that they were just wheeling him in on a gurney, he was 100% completely out of it, and not cognitive enough to think on his own let along barely speak for himself. He could hardly move at all, a day before his release the pain management team had taken out the rest of his medications and they were extremely strong, he received the medications intravenous and had a catheter in his spinal cord with a direct line. It wasn't until a good month or so later that my elderly parents finally were able to go home, and waiting for them was their first bill for his transport, it was an excessive amount (nearly $3,000) and we had no idea that the only way for Medicare to cover transport was if it was medically necessary, which it obviously was as he could not move on his own at all, somewhere ProTransport-1 claimed they never got the doctor's approval and in that case the billing is up to the patient as they don't bill Medicare at all. In questioning Stanford and ProTransport-1 why they are receiving this huge bill, Stanford said my dad's surgeon requested for him to transported to the rehab facility (hence it was medically necessary), but apparently Pro-Transport 1 somehow said they got my dad's signature and approval to transport him and that they would bill Medicare, they said their paperwork didn't show a doctor's approval. In seeing how out of it my father was that day, there is no way he could have understood what they were asking him, let alone what he was signing, plus the doctor was the one who initially requested the transport. For the last 9 months ProTransport-1 has done nothing but continually send billing statements to my parents, demanding payment, my poor mother has been on and off the phone with Stanford and ProTransport-1 (different person every single time or not able to reach a person), and one person at ProTransport-1 will tell her to write a letter explaining the issue so they could put it in their files and not to worry about the statements, then another person will tell her something totally different. My parents have NEVER once in their 60 years of marriage, ever been delinquent on a payment for anything, until this happened to them. It's been an absolute nightmare and my mother is completely stressed out, she's suffered anxiety chest pains from dealing with this, it's eaten up a huge chunk of her life the past 9 months. Well yesterday in the mail, she gets yet another statement from ProTransport-1 now saying that they have only 10 days to pay their bill off or they will be sent to collections.. Between my sister and I we can't seem to get anywhere with anyone at ProTransport-1. They are by far impossible to deal with, completely oblivious to giving an ounce of compassion or care to the heartache they are inflicting on my parents, who live on a very meager limited income. There appears to be NO hope, please think twice before utilizing their services for you or your loved ones. If we had known or read up on ProTransport-1 ahead of time, we would have used the family van and taken him ourselves and avoided this headache. read more

The saying on the EMTs patch was professional, courteous and on time as a motto for this company, is far from any of those. My father went into the hospital for some heart issues and was being released to a care facility for some rehab. My fathers case manager suggested Protransport and spoke very highly of the company. She couldn't have been any farther from the truth. The transport time was set for 10am. At 945 the hospital got a call saying that they were short crews and that the pick up time would have to be pushed to noon. Noon rolled around and the crew still hadn't shown up. so at 1205 the hospital called. Our nurse told us that the crew was going to be at least 30 minutes late due to "traffic" suspicious considering it was a Tuesday. Well it was now 1240 and still no crew so I decided to call the company myself. A dispatcher named Heather answered the call. I told her who I was and explained that the crew still hadn't arrived yet to transport my father. She put me on hold while she contacted the crew. When she got back to me she said the crew would be there in the next 15 to 20 minutes. I stated this was unacceptable because this is the third time they had moved the transport time back and I asked that she get someone there much sooner. She then stated very rudely " That a crew will get there as soon as possible but there is nothing else they could do because they were very busy and short handed." Being very unhappy with this interaction I said OK and hung up. Time now 1:08 and crew finally arrives. We were greated by Two EMTs Heather and Elisha. My first impression was that Heather needed to button the top three buttons of her shirt . She was showing way to much cleavage and it was very unprofessional. She stayed in the room and started to get my father ready to leave but was like the other Heather very rude and not at all friendly. As they tried moving them to their gurney you could see her struggling and she eventually gave up and had to bring in a nurse to help. FYI my father only weighs 162 lbs. I said good bye and followed them to the care facility. I worried on the drive over because Heather who happened to be driving was serving a little. So I caught up and noticed her texting on her phone. Probably not a good idea considering its Illegal, also my father was on a gurney in the back. Well luckily they arrived safely and movde him to his new bed with no issues and We were done with them. All I can say is avoid at all costs there are many other ambulance company's in Contra Costa and any one of them is better than Protransport. All I can say is UNPROFESSIONAL UNCOURTIOUS and NEVER ON TIME. read more

I would just like to reply to Janet's post. In no way am I affiliated with Pro Transport, but I do have experience in the ambulatory care field. I am sorry that you have had a bad experience with your Fathers transport, and from your side of the story, it sounds like the EMT's need to behave in a more professional manner. However, regarding the time it took to pick up your Father, any number of things could have happened. First being the status, meaning their are not enough available ambulance personnel to handle the amount of incoming calls, priority is given to more "urgent" medical calls. Secondly, hospitals everywhere are always crowded. If there are no beds available to admit your patient, you are required to wait with your patient until the trasfer of care is completed to the hospital staff. It is not uncommon to wait an hour or more and if the hospital has no beds left. Now if the ambulance unit who transported your father was a BLS unit (2 EMT's), ALS (1 EMT, 1 Medic), it is also very possible that they had to do a long distance transport depending on the facility the patient had to go to or come from. Ambulance companies do the best they can in order to make sure there are enough crews staffed to handle all incoming calls. Sometimes it is not possible. I hope I was able to offer a bit of insight from the other side of the coin. read more