ComplaintsforRadiology, Ltd., PLC

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue began when I was quoted one amount for services, then billed a higher amount. Then, between May 2024 to current, Radiology Ltd has not been updating my account balance when I make payments, and has been unable to tell me the correct balance when I call. Responses have ranged from telling me I have never made a payment and am in collections to telling me I have no balance due at this time. As a result I have made multiple calls where I am given different information each call with no assurance of the correct information. Between June and July of 2024 Radiology Ltd locked me out of my online account and after multiple calls and emails, finally admitted that they had incorrectly assigned my account to someone else. On July 12 I sent what should have been a final payment. According to my bank, Radiology received my payment July 19, however it is now mid September and they have still not processed the payment. After multiple calls, messages and emails almost weekly since July, Radiology billing called me to today and asked me what I was going to do about the July 12 check. They need to be telling me what they are going to do about the July 12 check that they lost. On August 21, a representative gave me incorrect contact information to representatives this three times, please pull the call. It was intentional. You don’t misspell your own name three times, and if you do, then you have no business handling financial accounts. Today Sept 20, a representative called me with incorrect information demanding I tell them what was happening with the July 12 check. He then refused to connect me to someone who was more up to date on the issue and told me it was “unfortunate” that did not know and hung up on me. It is unbelievable how disorganized and unprofessional their billing department is. I should not have to work this hard to pay them.

  Business response

  09/18/2024

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing is addressed directly with the patient. Patients are also encouraged to call the billing department and may request to speak to a patient experience supervisor. Thank you.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business incorrectly billed my health insurance and was denied for an error on their part. They turned this balance to patient responsibility and failed to inform me as the patient. The balance was turned over to a collection agency improperly for a balance I am not responsible of. I have tried several times to contact a supervisor or a person that has the ability to return this balance from collections and have not received a call or any form of communication from them. This is an unethical business practice and their billing and collection practices need to be properly reviewed. I have spoken with several representatives (Sunny and Sam), and both stated this was escalated to their supervisor (Anne T.) which has failed to return a call back. I was told I needed to wait 24-48 hours for a call back and it has been over 3 business days. This balance is still incorrectly placed in collections and affecting my credit, when this was a mistake on the billing office and billing procedure. They billed my insurance twice for the same procedure and was denied once for this reason. This should have never been patient responsibility as the error was on their billing part and I never received a statement or a call regarding this balance. It is my opinion this business was trying to obtain more payment from the insurance and when this was denied they turned the balance to the patient to obtain payment they have already received. In the best case scenario, this seems to be a case of insurance fraud and collection fraud by selling a balance that should have never existed to a collection agency. I have confirmed with my health insurance the procedure was paid according to the contract amount and any other balance is not patient responsibility. It is clear from the complaints regarding this business that they have a tendency to not respond to billing issues with a standard response to all complaints.

  Business response

  06/04/2024

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern is addressed directly with the patient. Thank you.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 20, 2024 I had my annual mammogram which should have been completely covered by my main insurance. On May 17, I received an email from Radiology Ltd. which states that I owe a balance of $857.24. That's after billing both my main insurance and my secondary. After looking online at the claim today, May 22, 2024, I called my main insurance company. The claim states, as well as the agent I spoke to on the phone, that someone who was out of network for my insurance was provided to me to perform my mammogram. Of all the mammographers who are in network, they give me one of the handful that is out of network.

  Business response

  06/04/2024

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern is addressed directly with the patient. Thank you.

  Customer response

  06/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21748422, 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,
  
  Denise Edwards
  
   
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a procedure done with Radiology Ltd (La Cholla location), which was pre-authorized by my insurance and a much-communicated and documented rate of a $300 copay. I ended up with a $2700 bill after the procedure. I reached out to my insurance company who 1) confirmed it was a covered service at the $300 copay level 2) confirmed they had pre-authorized this claim and 3) paid their portion (I saw this on the bill). They explained that what needed to happen was for Rad Ltd to "adjust" the bill per their contract with the insurance -- an agent then reached out to a Rad Ltd agent (confirmation Louis 4 04 2024 which wasn't a number so much as the date, but that's what they gave me). Louis told my insurance that Rad Ltd had used the wrong Provider ID, and that they'd review and correct. I continued to receive billing emails and texts with the $2700 balance. I called Rad Ltd two weeks later and was told that the review wasn't complete but that it would be within the week (3 more business days, spec). More weeks passed. I called today and was told in the same call that the review was and wasn't completed, but that either way the agent saw a missing adjustment and would request his supervisor make that adjustment, and was promised it wouldn't go to collections. I asked for this in writing, and was refused. I asked for any kind of documentation or to speak to a supervisor who could provide documentation of this request, and was refused and then hung up on. I see many reviews of this business showing collections activity long after an agent promised to, or even did, refund or fix an error (an obvious trend in their billing department), so I am deeply concerned I don't have any documentation of their attempts to resolve this, and only have bill after bill stating $2700 due despite my insurance guaranteeing the procedure and the (paid by both them and I) cost.

  Business response

  05/14/2024

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern is addressed directly with the patient.  Thank you.

  Customer response

  05/14/2024

  No communications or efforts have been made to reach out nor resolve the issue, so this response means and solves nothing (and is also untruthful). I still have a $2700 balance. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hospital and Emergency Room stay September 2022. Many bills. Radiology Limited provided services. Every single provider was able to bill both myself and insurance provider EXCEPT Radiology Limited. Radiology Limited sent bills to former address (13 years past), and billed wrong insurance company (old insurance company) Instead of trying to contact myself in any way (phone, check address, contact hospital etc.), Radiology Limited instead sent the bill directly to collections, when there was no way I nor my insurance company could know about the bill and/or services. As mentioned before, all other providers were able to be paid and correctly billed both myself and the insurance company with no problems. In November 2023, by chance, I looked at my credit report, where I found the derogatory credit collections and contacted Radiology Limited, both by email and website with no response. I then called where they admitted to the mistake. I supplied the correct insurance information, contact information, and address where they were able to submit the original claim to the insurance company. However: The derogatory marks remain on my report even though I have called multiple times. They clearly are not removing information that was not only unfair, but improper due to the billing departments laziness. They claim it is removed but after two months and multiple contacts, derogatory remarks on credit report remain.

  Business response

  01/11/2024

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable laws pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concerns are managed directly with the patient.  Thank you.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RUN, do not walk. This company is the most dishonest I have ever dealt with and I cannot get anyone to listen to me. I received a mammogram and bone density test for preventive purposes on March 3, 2023. My insurance, United Health, paid on the claim in July (though not covering total cost) and sent me a letter saying I should not be responsible for any additional cost because it falls under "preventive care and the law that covers that." ( I have no co-pays or deductible.) Despite sending copies of the insurance paperwork to Radiology LTD, they continue to bill me $900 for 10 months! I have begged for a billing supervisor to speak with me and I call nearly everyday with NO help at all. The worst part, their notes say a supervisor called me Nov 4 BUT my cell phone has no record of the call. They are complete liars. I am sure they will try to send this to collections and there is no recourse for me. They are violating the law by trying to charge me for what insurance did not cover. Their customer service is not even in the United States! Radiology LTD is dishonest and despicable. I even called their "patient advocate" and you guessed it, NO RESPONSE. My next stop is the AZ Attorney General.

  Business response

  12/01/2023

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable laws pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concerns are managed directly with the patient.  Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  During my June 2023 appointment with OBGYN we discussed options for breast screenings that are alteratives to breast MRI because I am hesistant about annual breast MRI and i am a high risk patient. She told me she would send an order for whole breast ultrasound to Radiology LTd as an alternative test. That was in June. I was advised by my doctor to schedule this test for November and thats what i did. I got a call from Radiolgy Ltd. a week before my test that they dont do this type of testing and I need to contact my doctor because they are sick and tired of my docotrs office sending orders for tests they dont do. I told them this was something that really they needed to discuss with my doctor and not involve pt but i called my doctors office anyway and also sent them a message via patient portal. I spoke to medical assistant who assured me she would call Radiology Ltd and call me back with a plan. Never got a call back. Called Radiology the following day (day before Thanksgiving) to find out if this case has been settled. The lady I spoke with assured me they can do the test and she is not sure why anyone even called me saying they cant do the test. I came in for my test today, i checked in, paid $150 copay and then was taken to the back and told that the test cannot be done. Radiology Ltd was in the possession of the order since June 2023 and waited until the day of the test to charge me for it and then refuse to do it. They refused to communicate with my doctors office as well. This is unacceptable. I am a high breast ca risk patient and now i have to wait at least 3 mos to even take a day off from work and get this test rescheduled somewhere else. It is UNACCEPABLE.

  Business response

  12/01/2023

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable laws pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concerns are managed directly with the patient.  Thank you.

  Customer response

  12/04/2023

  Nobody has made any contact with me from that office after the incident. They clearly do not care. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the past 4 months, radiology limited has been the most unprofessional medical business I’ve ever dealt with. While waiting of an MRI, they waited until the day of appointment to cancel my appointment. The first time, the prior authorization was not approved and didn’t even bother to tell me ahead of time when they had over a month to let me know. I had to take time off work to find out an hour before my appointment that they canceled. Second time, two months later, after having the authorization approved they scheduled a month in advance to call me again an hour before my appointment to cancel to say my prior authorization was expired two days ago. They had over a month to let me know but they waited an hour before my appointments every time. Not to mention they never even followed up to get the prior authorization from my doctor fixed. Now I have to wait again for an MRI while the tumor in my leg is just growing. They’re the worst imaging company in Tucson and risking with people’s life!

  Business response

  08/10/2023

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern is addressed directly with the patient.  Patients are also encouraged to call our Patient Advocate.  Thank you.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/14/22, I had a routine screening mammogram done at Radiology Ltd’s (RL) La Cholla Blvd location while I lived in Tucson, AZ, which I understand should have been fully covered by United HealthCare (UHC) under my Arizona individual exchange benefit plan as a preventive service since RL as the facility is contracted with UHC for my AZ plan. On 7/30/22, UHC denied RL’s claim for $1144 for the routine screening mammogram because RL listed a doctor, who was a non-network health care provider, instead of RL as the facility. I believed this billing issue was resolved between RL and UHC in 8/22 or 9/22 with RL’s resubmission of their claim listing RL as the in-network facilty. However, RL didn’t resubmit a claim. I found this out when I received a collection letter for the $1144 from CBA, located in Macon, GA on 5/26/23. Since 5/26/23, I have been in contact with UHC and RL in regard to this billing issue. RL submitted another claim on 6/10/23, which UHC denied on 6/15/23 as the claim still listed the individual provider (same non-network doctor) and not RL as the in-network facility. UHC informed me that RL as an Arizona provider, has 15 months from the date of the service to file claims/resubmit claims/submit corrected claims, which would be by 10/14/23. RL informed me on 6/20/23 they submit all claims with both RL and the doctor listed. UHC informed me on 7/20/23, RL submitted the 7/22 and 6/23 claims only in the doctor’s name and she is out of network. On 7/20/23, I asked when RL would submit a corrected claim. On 7/24/23, RL informed me that both claims were submitted in compliance with their standards for all RL claims, so they can’t submit a “corrected” claim. I would like RL to resubmit a claim with RL listed as the facility to UHC soon as possible, so that UHC can review and process this claim. I would like any and all credit reporting withdrawn as in error. I understand CBA has informed the credit reporting agencies the $1144 is in dispute.

  Business response

  07/28/2023

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing is addressed directly with the patient.  Patients are also encouraged to call the billing department and may request to speak to a patient experience supervisor.  Thank you.

  Customer response

  08/16/2023

  I wasn’t able to resolve the billing issue with a RL patient advocacy specialist, so I am doubtful the billing department and/or patient experience supervisor will have a different position.  UHC made requests on 8/9/22, 8/19/22, 5/26/23 and 6/9/23 for RL to submit an updated/corrected claim to list RL which is an in-network provider, not solely the radiologist, who is not an in-network provider.   Instead, RL submitted a claim on 6/10/23 again with only the radiologist, which was denied.  I confirmed with UHC on 7/20/23, both the 7/22 and 6/22 claims only listed the radiologist.  RL did submit an appeal of the the original 7/22 claim, but it was denied on 6/15/23 as the radiologist was not a contracted provider for my UHC plan.   However, I’m more than willing to be contacted by the billing department or the patient experience supervisor to see if they are now able to resolve the billing issue.  I can be reached at ******************** and/or ************* 

  Business response

  08/23/2023

  Radiology Ltd. is working directly with the patient to resolve their concerns and as stated previously, we are committed to our patients’ privacy and to complying with all applicable law pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA) so we are not able to specifically address the Complaint in this public forum.  Thank you.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DOB: 3/8/2023 copay collected $50.51 DOB: 3/29/2023 copay collected $46.22 Total $96.73 My copayment should be ZERO. This has been verified by UNC and Arizona State Retirement. I was told that once the claims processed my copayments would be returned to me via my debit to my account. They have been paid by the UHC on 3/24/23 and 4/17/23. My UHC/Arizona State Retirement Representative has followed up with them (Ayob in accounting) and was told that they are trying to collect on a bill from 2021 which Radiology LTD billed incorrectly and the claim was denied. This is illegal and not in guidance with their provider terms with UHC & Arizona State Retirement. They have the payments made to them.

  Customer response

  04/24/2023

   My ID 19967821 the company has issued a credit to my Chase account although it has not been received to my account. Thank you Laura Henry

  Business response

  04/24/2023

  Radiology Ltd. is committed to our patients’ privacy and to complying with all applicable laws pertaining to patient privacy, including the Health Insurance Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Our team will reach out directly to the complainant.  Thank you.

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