ComplaintsforArizona Diagnostic Radiology

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received services 9/2022 and 6/2023, of those, my insurance received claims for both. 2023 for service paid $100 online 08/2023. Services 9/2022, insurance paid this bill in full, I owed 0.I have tried for over 1 year to resolve the 9/2022 with AZ diagnostics. I no longer have ****, yet have called countless times to resolve with them and management regarding claim payment. Spoken many times with AZ Diagnostics, BCBS also called AZ diagnostics several times, personally advised that I do not owe anything as the amount of the bill was paid in full by insurance, yet AZ diagnostics continues to bill me. While speaking with **** department and management, they advised a check was never cut to AZ Diagnostics because AZ diagnostics owed BCBS hundreds of funds. Because of this, **** ended up writing off payments they owed for services to AZ Diagnostics to even out their accounts, making it so AZ diagnostics did not need to pay back BCBS. Bc of this, I have suffered with AZ Diagnostics refusing to accept that my account has been wiped and balanced out. AZ diagnostics have switched the amounts they have been billing several times from several hundreds of dollars to now currently sending me a bill of 170, which is not owed. They have sent me to collections for the other amount of the bills. I called collections and was advised to send EOB details which I did so showing that insurance paid in full the billed amount. It seems that after 1yr attempting to resolve this, AZ diagnostics will not stop billing me, they actually have now sent a claim for the 09/2022 service to my current insurance UHC, which I did not have at the time of service from AZ Diagnostics in 2022. *** has denied this claim - as they should. **** on multiple calls I have made advised they have also called AZ Diagnostics and verified I owe absolutely nothing. No matter what I do they won't stop billing me and sending me to collections. Please make them stop billing me and my current insurance!

  Business response

  10/04/2024

  This is to confirm that we have reviewed all aspects of Ms. ***** complaint.
  
  After a thorough review of Ms. ***** account, it was indicated that a remaining balance was present on her account due to a missing Explanation of Benefits (EOB) from ********** Blue Shield (BCBS). We contacted ******************* (****) and submitted a request for the ***. After receiving ****'s explanation of benefits, it was confirmed that **** paid in full for the services performed on 09/02/2022, however, we did not have the electronic payment details to locate the missing payment. After researching the account further we were able to locate and apply funds to resolve the owed amount which will reflect a $0 balance on Ms. ***** account. Additionally, we pulled the owed amount from collections, rendering a zero balance on Ms. ***** account.
  
  We apologize to Ms. *** for the delay in resolving this inquiry and the inconvenience this issue may have caused.
  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We greatly appreciate your assistance and cooperation in achieving a resolution.

  Customer response

  10/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action.
  If I receive any further bills, I will request further action, however, if my account remains 0 and my credit is unaffected, I do not receive further bills and/or collection requests for those services from 9/2022 or 6/2023, then I am, and will remain, satisfied with the resolution.
  Regards,
  
  ******** ***
  
   
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Services rendered by Dignity Health, Arizona Diagnostic Radiology was one pelvis CT scan and a Chest CT scan. I am covered under *************** shield insurance and called ahead of time to get cash pricing, without going through insurance. I was quoted a price on the pelvic (first service) of $392 out of pocket without insurance. The pelvic CT scan needed pre-approval, the pre-approval came though but paid the cash price of $392. 6 months later, got a bill for an additional $174.45 & $21.50. Since Arizona Diagnostic Raidiology ran the service through insurance they are charging more based on the insurance negotiated price and not honoring the original cash price quoted before the services. Dignity health is ripping people off that have insurance by charging the negotiated rate after they have quoted a lower cash price. They have treated to send to collections for the additional payment. They need to adjust this bill and honor the price quoted as a cash price. These practices are fraudulent and unacceptable.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Az Diagnostic booked me for a cancer screening and 2 weeks later, after my husband took the day off, the day of the screening, they called and canceled. Said the scheduler booked me for 1 a.m. and I had to rebook!!What a mess!Unprofessional garbage!Idiots!

  Business response

  05/13/2024

  Scheduling error by scheduling team.  Upon site discovery of scheduling error, AZDRG Staff reached out to patient immediately to notify patient, apologize,  and to discuss options. Patient was given option to reschedule to another AZDRG location for same day to be able to accommodate, or reschedule to another date. Patient declined other location initially but ended up scheduling and was able to get her exam done at the other AZDRG site location on the same date of service. 

  Customer response

  05/13/2024

  I was offered to reschedule for another time! Not offered for the same day!

  I had to call 3 different times to reach the supervisor of facility " ********". 

  The original staffer who phone me lied, she said she was the supervisor. 

  After my 3rd call, the supervisor found an opening

  For the Same day! One hour away.

  Terrible service.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  *Date of Procedure: 9/8/2023 *Amount Paid: Although I have not paid them anything, ******** and Well**** BCBS of **** has paid them the required amount.*Account Number: ******** *Complaint: Attachment 2 explains the problem. Dignity Health is attempting to 'Double-Dip' as the bill they are trying to collect has already been paid directly to the Doctor (see attachment 2). We have attempted on numerous occasions to explain to them that it has already been paid, including a conference call between BCBS, Dignity Health, and myself. I have written them on 1/20/2024 explaining that it has already been paid, attaching the information from BCBS that shows it has been paid. Dignity Health has not ever contacted me, nor have they ever answered any of my communication. They only continue to send the bill, the latest threatening "this obligation may result in collection action". They only continue to harass us.*We want them to stop this harassment and **** this bill PAID. We also feel we deserve some monetary compensation for all the time spent and for the postage we had to pay. We also feel they should be penalized for their complete lack of concern to rectify their blunder.Thank you.

  Business response

  02/22/2024

  After a thorough review of Mr. ******* account and complaint, it has been identified that an erroneous adjustment was posted to his account which resulted in an incorrect balance showing as owed. We have reversed this adjustment today (2/22/24) and his account is no longer displaying any balance due. Mr. ***** will not receive any further billing statements regarding this issue. We apologize for any inconvenience or confusion this error may have caused. 

  Please be advised that system errors of this kind are extremely rare and in no way indicative of a trending issue. Only after an in-depth investigation into the payment postings were we able to locate the root cause of this unfortunate incident. We have forwarded the account to our Cash and Reconciliation leadership team for research and they will be reaching out to our reconciliation software teams to further determine what caused this to happen and work on solutions for preventing any future occurrences.

  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion. 

  We greatly appreciate your assistance and cooperation in achieving a resolution. 

  Customer response

  02/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************
  
   
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I keep having the same ongoing problem with every Arizona Diagnostic Radiology I have been to this last year today is no exception. My deductible & out of pocket has been met for the entire year starting on 1/4/2023 after I had a major surgery. Every-time I go to their locations they continue to try to bill me for a coinsurance I try to explain to them I dont owe anything they continue to argue until I call the insurance company. This has happened 7 times this year and again today. They are requesting a payment of $277 my question is how many times have they overcharged there customer that dont understand how there insurance works. I have made numerous phone calls with no avail. I think the BBB should look into their business practices. .

  Business response

  12/26/2023

  This is to confirm that we have fully reviewed and responded to all aspects of Ms. ********** complaint.
  
  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an EDI **************** Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to the insurance. A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, Co-Insurance, and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After an in depth review of the patients account and complaint, it has been identified that the 271 responses we received from the patients insurance at each appointment showed a patient responsibility owed. Once it was confirmed with the insurance that the Out of Pocket total had been met,we did not collect any amount from the patient. There is currently no balance on Ms. ********** account. If a patient makes an overpayment based on the information we receive from their insurance, a refund is processed and sent to the patient in a timely manner.We apologize for any confusion this may have caused.
  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We apologize for any delay in resolving this inquiry and greatly appreciate your assistance and cooperation in achieving a resolution.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Decided to come here and get a unilateral diagnostic mammogram. Prior to that, I wanted to make sure it would be covered by my insurance. Twice I was told it would be 240, which my insurance paid them. After the procedure, I get a bill stating I owe them 241 for another CPT code they added on and did not tell me about prior to my procedure. I keep calling them, trying to explain the situation, and no one can help me. Its been 3 months and they still have not fixed their mistake.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a $125.00 bill in January which I Paid in full in February. Since then they have repeatedly still sending bills for that amount plus .76 cents(?). In contacting them they say the bill is under review and dont worry about it. They refuse to let me be in contact with anyone other than the pay sight. Now they sent a notice that it will be turned over for collection after saying that would not happen.

  Business response

  08/04/2023

  I sincerely apologize that you have been receiving bills for this DOS. After an in depth review, it appears that your insurance made and adjustment to their payment to **, however, the adjustment posting was not posted properly to the account by the user causing this error.

   

  I have sent your account for review to have the payments/adjustments corrected. Per the Explanation of benefits received by your insurance, your patients responsibility of $125.00 was already paid and no further PR is due. I have placed your account on hold to restrict any further billing activity until this is resolved. 

   

  I will be out of the office from 8/5-8/13 and will follow up on this account upon my return to ensure its complete resolution.

   

  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track, document, train and educate internally to avoid future occurrences of this nature.

  
  
  We greatly appreciate how you worked with us and again apologize that it had to escalate to this complaint.

  
  
  If you have additional questions, please do not hesitate to reach out.
  
  Kind Regards,

  
  *******************, RCC
  RCO ***************** Manager
  O: ************

  Customer response

  08/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from Arizona Diagnostic Radiology in February 2023 for a mamogram done on 9/8/2020. I no longer have Humana and the plan is not available for review. Humana paid them as though they are out of network and therefore I would owe a deductable. They are requesting payment of $192.35. I did not go to Arizona Diagnostic Radiology for this test, I went to Az-Tech Radiology an in network provider. This test is considered preventative and would have been covered at 100%. Arizona Diagnostic purchased AZ-Tech after my test. I never signed or authorized Arizona Diagnostic to do anything. I have made numerous phone calls, asked for a supervisor four times but never got the call back. I sent a letter explaining the situation and they still refuse to correct their error. The fact that they did not file with the insurance company within a reasonable time frame has made the situation extremely difficult. They need to accept whatever payment was given to them by Humana and write off the rest since it was an error on their part, by not billing back in 2020. At this point, it is a fraudulent claim as Arizona Diagnostic was not authorized by me to bill my insurance company, nor did they perform the test.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 16, 2022, I had (2) **rays done at Arizona Diagnostic Radiology, ********************************************************** location. I told the receptionist that I have a co-pay of $30. She stated that their records indicated otherwise and therefore in order to get the **rays I was charged $52.01 & $52.40 or a total of $104.41. After a billing error on Arizona Diagnostic Radiology's part, (RadNet billing company), a revised bill was submitted to my insurance company on January 23, 2023. On January 30, 2023, my insurance company processed my explanation of benefits (EOB) and stated that I do in fact only owe only a co-pay of $30.00. The insurance company paid Arizona Diagnostic Radiology $22.01 and $52.01 or a total of $74.02. I have called Arizona Diagnostic Radiology billing company, RadNet, at the phone number listed on their bill - ***************) regarding the refund of $74.41 that is due me ($104.41 charged less my co-pay of $30.00). On 2/14/2023, 3/10/2023, and 3/21/2023, I was told there is a credit on my account and that the refund request would be submitted. On 4/12/2023, I called and explained the non-receipt of my refund and asked to speak to a supervisor or manager. The representative verified my phone number and email and said I would be contacted by such. I never received any call or email. On 5/5/2023, I asked to speak to a manager again. I have still not received any call backs, emails or the refund of $74.41 rightfully due me.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went in for a mammogram on 10/25. I was told that the appointment may have to be cancelled/ rescheduled due to internet issues. The technician kept me waiting 30 minutes while she waited for the internet to work. She stated that we could do the mammogram but wasnt sure if the radiologist off site would be able to read the results. I was there for over 3hours before getting results and had to have a neighbor pick my son. They scheduled a biopsy for 11/01. I showed up for the biopsy and was brought back by the radiologist ******************************* and ultrasound tech. I was told by the radiologist that she had been sick all day and was afraid of proceeding with the biopsy because she took allergy pills and was feeling strange due to the pills and was fearful that shed rupture my breast implant during the procedure due to feeling loopy. I stated that I was forced to pay up front already and had to make special arrangements for my son to have daycare in order to make the appointment. The radiologist then asked if I had to take a day off of work and I stated no but that this was a huge inconvenience especially if she knew that shed been sick all day and waited until I arrived to tell me this. She then stated that shed go and take more pills and that she would proceed and if she felt uncomfortable at any time that she was going to harm me, shed stop, close me up and reschedule the procedure for another day. I said absolutely not and wanted a full refund of $175.24 I was forced to pay upfront. I was told by the front desk theyd give me a full refund that day and never got it. I made dozens of calls to the location and to the billing department who told me to go to the location to get a refund. When I arrived they said they couldnt help me and told me to call the billing department. I was told by billing Id be refunded for both the mammogram appointment $97.51 for my inconvenience as well as for the $175.24 I paid for the biopsy on never got. Still not refunded.

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