ProTransport-1 transported my mother from her care home in Los Gatos to a medical appointment, and I was extremely impressed with the care they provided. My mother has dementia and was frightened about leaving with people she did not know. The EMT took the time to connect with her personally, reassure her, and make her feel safe. They treated her like family and made her comfortable enough to go with them without any difficulty. This has been a challenging situation for our family, so the patience, compassion, and professionalism shown by the EMTs meant a great deal to us. We were pleasantly surprised by the level of care they provided and are very grateful. read more

Was charged $6661 AFTER insurance for a 20 min ambulance ride. Insurance paid them $9.5k. Very exploitative

An employee breaks their shoulder, back, hips and knees for this place for the underpay of employee and over charge of the patient. EMTs are excellent but the business aspect will demolish and look past your insurance. read more

** TLDR: Ambulance service is great, billing is AWFUL ** Early in February my son had to use this service to LPCH NICU from El Camino Los Gatos. ProTransport-1 charged United Healthcare (my insurance) ~$12k for this, and UHC negotiated an agreement with them to reduce the amount to $10k and paid that amount. ProTransport then sent me the remainder $2k ** EVEN THOUGH UHC HAD NEGOTIATED THE AMOUNT DOWN AND WOULD HAVE BEEN WILLING TO PAY THE FULL $12k ** I called the Pro-Transport Customer Care and negotiated a 20% discount on the $2k. (yes, negotiated down a payment) I then contacted UHC and they told me the whole story and that they would follow up with ProTransport and ensure I don't have to pay anything out of pocket. In addition, the rep at UHC told me that if I had paid the $2k to ProtTransport, it would have been VERY hard to get a refund. Please be careful and don't be hasty in paying their bills. Negotiate when possible. Double check with your insurance. read more

Three days before Christmas, I took my baby girl to the ER with breathing problems. She ended up being taken by ambulance from the ER in Mountain View to Lucile Packard children's hospital 10 miles away. 10 months later, I am still dealing with the $10,062.07 ambulance bill despite being fully covered by insurance. A third party company evaluated the bill, and recommended that the insurance pay $1320.71. ProTransport accepted the insurance payment, but continues to bill me for the remainder, has refused to negotiate with our insurance company, and threatened to send us to collections multiple times. I will spend some time warning people about their unethical billing. I think I will also talk to our local hospitals about how using this transport service will end up hurting their image. I never want another family to spend countless wasted hours on the phone without a reasonable resolution. read more

NEGATIVE STAR. On 5/31/2017 ProTransport-1 transferred my son from Santa Clara Regional Medical center to Good Samaritan Hospital in San Jose. The hospital staff called the service, which I did not know it was for a separate charge, in which I could have driven my son there. The total trip is 6.3 miles, and the company charged me a bill of $2,723.26. This is basically rip-off. My insurance company deemed there were $836.26 in ineligible amount and paid them 80% of the eligible amount ($1,887). Now this company sent me a bill of $1213.66 for what they claimed to be remaining amount after insurance. Under fair market policy I should be only responsible for the 20% of the eligible amount deemed by my insurance, which is $377.4 (NOT $1,213.66). They charge exorbitant, unethical price, many times more than competitors. They should be sued and put out of business for such despicable behaviors. read more

This is a bad, unethical company. They sent a bill of $11,000 for a transportation between two hospitals within 20 miles, half of hour ride. Insurance only agreed to pay $1200. The transportation was arranged by hospital and I didn't have choice at that time. By looking all the complains here, I think this company is conducting business awfully. Does anyone know how to file complaint to regulation organization? They cannot keep doing this kind of rip-off billing. Let's stop them!!! 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. I think 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

I would give zero stars if I could. Our daughter was required by the hospital to be transferred to a different hospital and Pro Transport considers this an elective trip. Furthermore they are directly billing us far in excess of rates covered by insurance. And quickly route all billing disputes to collection agency. Real nasty scum. Avoid if at all possible. This is my only review (ever). read more

Had another great truce with Joe and Tracybon 8/1/21. Really suprise they only have 1.5/5 stars! Anyway, I will be using them again abs I'm thankful for their kindness. read more

Completely unethical and egregious billing practices. Pro Transport takes advantage of the fact that insurance companies reimburse Ambulance transportation not based on what's actually billed (as they do for other medical services), but based on "customary and reasonable" costs calculated for a similar service in a given area. In my case they charged $3k for a 20-minute ride in between 2 Stanford Children Hospital facilities -- which represents a 33% mark up over what is deemed the standard market price. My insurance picked up $2k (100% of what they deemed a fair market price) and I am on the hook for $1k. This problem is a little known loophole in the system and Pro Transport is taking full advantage of it. I called Stanford Hospital to let them know they should alert patients before signing them up for an ambulance ride, and they were completely unaware of this company's billing practice. Talking to Pro Transport directly and trying to negotiate a solution was a painful and fruitless process. They know they're taking advantage of customers but mostly wash their hands off it. The only consolation I was offered was the following: If your insurance had been Kaiser, we could have waived your out of pocket fee entirely. In other words, they have a deal with Kaiser offering their clients a discount to entice Kaiser facilities to use Pro Transport. Because I was still trying to negotiate a compromise before the final deadline, they sent my case to a debt collection agency even before that deadline passed. Despicable. The transport staff was fine and their performance is not being rated at all in this review. read more

they won't bill insurance and then refer you to a collection agency.

I just got a $4300+ bill (after insurance covered $2200) for a 9-mile trip from hospital to hospital. This is highway robbery. It can't possibly cost this much to transport a child and we commit to the ambulance at the advice of the doctor without any knowledge upfront of what we're going to have to pay. It's truly taking advantage of people who are in a compromised situation. I don't know why the hospitals contract these people - they should be looking out for their patients. This isn't the first time that I've got a bill from them. Last time it was for $1400 out-of-pocket. Given they charged for mileage separately ($436 for the 9 miles), the new higher figure one year after the first trip is astounding. I just wish I had advice for folks in my situation. If I were to do it again, I'd have driven him myself between hospitals, but a parent shouldn't be put in that situation. read more

The absolute worst! I was charged a ridiculous amount for my daughters transport. The ambulance was over 30 minutes late for the transfer so we waited - guess who was billed for being 30 minutes late - we were. Over $500 just in late charges when we were the ones sitting and waiting for the ambulance to arrive. I tried speaking to the billing dept multiple times - only to be re-billed for the same amount and then sent to collections. I will never use this company again and am shocked Stanford hospital uses them. read more

Negative rating is more than they deserve. This company is corrupt & dishonest in their billing practices. They also gouge for ambulance transport. I had to go to an ER as I was bleeding internally from a prior surgery. After spending all day in the ER, it was determined that I had to be transported 8.7 miles away to my surgeons hospital. The hospital called Pro Transport who came and gave me a 10 minute taxi ride to the new hospital. No monitoring or life support. Just wheel me out of one hospital with my I.V. bag to another 10 minutes away. Cost...$2200 effing dollars!!! Next time I will take an Uber! My insurance would only cover $400. Then they lied to my insurance company, Cigna, who also sucks by the way, about placing my account on hold why Cigna tried to resolve the difference. It was all lies. They sent my account to collections and refused to even talk to Cigna after that. F this dishonest greedy company!!! read more

Emanuel hospital needed to transport me to doctors hospital for emergency surgery due to a life threatening situation and the ambulance service coded it as non emergency and Medicare would not pay for transport because of the way it was coded, talking to transport-1 customer services was useless they really didn't care that I was put into a financial crisis due to their errors. I was under sedation so can't say anything about the care I received during the transport, next time I need to be transported I will use a bus read more

This is the worst service ever. First they don't tell you how much it is going to be and then they send a huge bill. In our case the ambulance ride was not even needed and was a complete waste of money. They sent a huge bill which luckily a huge part was covered by insurance. The other part we paid. We then get a call from collections saying ProTransport did not receive any money which is a lie since we have all the proof the EFT and the check numbers. Please stay away! Horrible horrible horrible! They wanted to collect the money twice. This is the first time I have heard of something like this. read more

Don't use this service!!!! Even though you make monthly payments on what you owe after insurance. They will send you to collections without notifying you,you know cause everyone just has thousands of dollars sitting around to pay the owed amount at once. Very unprofessional company. read more

The company was used by Stanford Hospital to move an elderly relative of mine to another hospital. When their bill was sent, my relative had passed away. I mailed them a copy of her Death Certificate and explained on the phone that she died and had no assets whatsoever. They kept mailing bills every month for 7-8 months. I called again and was told that they have to submit the bill to a collection agency anyway. And lo and behold, the collection agency did send a letter to a deceased person. I called them and explained and they promised they will never contact her again. All this for under $700! I bet the letter processing and payment to the collection agency was more than that! Shameful! BTW, other copay bills arrived from other places, like doctors and even a different ambulance company, they all understood and stopped sending bills. So Protransport-1 is unique, only not in a positive way. read more

If I could, would also give zero stars for my review of Pro-Transport. Billing is excess compared to other ambulance services my aunt has used. They also claimed they had to wait more than 30 minutes and that they used 'disposable supplies'. She was well and going home so she didn't need any supplies. When speaking to the company, no one could give me any information & then they took me to collections. I negotiated to pay 1/2 the amount. Now 3 months later, Pro-Transport has a new bill & claims they have no record of my payment. I called them and the service rep said they would investigate, but now they've sent me the same bill and threatening to take me to collections....again. (BTW, the collection agency did have all the pertinent info on the ambulance trip so I believe they are legitimate.) I suggest that everyone who has had a bad experience with Pro-Transport contact the hospital they use & let them know about it. I complained to the hospital; someone called me back & said that the head of Pro-Transport would forgive the bill....Of course they never did. read more

I was mistaken. At first I thought it was the ambulance service provider overcharging the insurance company. But turned out that the bill that I received was because the insurance provider did not fully pay the claim. The customer service reps in billing department, especially Kelly, were very patient and helpful in guiding me. Eventually the insurance provider reprocessed the claim and made the full payment. read more

Not very impressed with the staff. Unshaven. Shirts untucked. Looks like they just pulled their shirts from behind the back seat of their truck. Wrinkles. Just not what you want to see in a time of emergency. First impressions mean sky a lot. These guys here did not get off on s good foot. read more