ComplaintsforBeverly Radiology Medical Group

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been dealing with billing issues with Beverly Radiology Medical Group for over a year now. I have paid every single copay at every visit, yet they keep telling me I have an outstanding balance. No one has been able to explain why I owe $50. They just keep saying it's allocated to another billing date but can never explain why that is so, as they see I've paid my copays each visit. Each time I speak with someone, I let them know I will pay the $50, if they can give me a legitimate reason why I owe it. They always say, we'll need to look into this further and will call you back. They never call back, and they put me into collections. Then they say t hey will take me out of collections while they review but again, no one ever calls back and they put me into collections again. THEY DO NOT KNOW WHY I OWE THIS MONEY. I have spoken with several supervisors that say they will look into it. When you call back, you can never get the same person and the new person says they will have to open their own investigation. One supervisor, ************** gave me her number after she said she would look into this on March 15th. I have called her back 5 times and left messages with no reply. ******** said she would request to take me out of collections on April 2nd while they looked into this. I received a letter from Continental Credit Control on April 8th that said they have ceased action and have returned it to Beverly Radiology Medical. Again, Beverly promised to call me back with an explanation and never did, and just put it back into collections. The person I spoke to from Beverly Radiology today told me they had no record of Continental Credit Control ceasing action on April 8th. Please, this billing department is made up of the most incompetent people that really don't care about resolving anything, and they do not keep their word about anything.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My account number is **********. I had the service done on June 16, 2023. and the company made me pay up front and stated that they would give a refund once my *** account paid them. My Health Spending Account (***) sent payment to Beverly Radiology Medical Group's ****************** (BRMGBD), and the billing department stated that they never received the payment. When I spoke to another agent at the ***** they said that because my balance was zero (since I paid up front) they didn't cash the payment. Later on, the *** and the BRMGBD figured out that the billing department had changed the address. Meanwhile, BRMGBD refunded me. My *** called the billing department multiple times to obtain the W9 form so that they could send over the payment but it was a struggle to have BRMGBD send over the W9 form. The BRMGBD sent me the same bill and threatened to send me to the collection. I made multiple 3-way calls between the *** and BRMGBD and I made sure the W9 form was sent and received. The *** had issued the check to BRMGBD and they cashed the check on April 18th, *************************** to the collection agency. On May 6th, 2024 when I called BRMGBD, they persistently that they had not received the payment and that they needed proof of payment. The *** agent faxed and emailed BRMGBD on the same day as I was on the 3-way calls. A week later on 05/13/24, I called BRMGBD to see if they had cleared out my record and removed me from the collection agency and the response was the same "We have not received the payment." Once again, I had to call the *** to contact them to make sure that they had received the proof of payment. The BRMGBD is incompetent and loose documents are being sent to them. They don't make follow-up calls or return phone calls. No one that the office owns a case to take care of it from beginning to finish and put the burden on the Customer. The case has been going on for almost 12 months unresolved.

  Business response

  06/05/2024

  After a thorough review into Ms. ***** account and complaint,it has been confirmed that the patient does not owe any funds and that the billing statements sent to the patient were erroneous. The incorrect balance showing on the patients account was caused by the payment from Highmark not posting correctly into our system. I located the Explanation of Benefits sent by the payer and forwarded it to our *************** to apply to the account. There is currently no balance showing for ************ and she will not receive any additional billing statements for this date of service.
  System issues such as this are rare and not indicative of an ongoing trend. It was only after an in-depth investigation into the patients account and payment history that this missing payment was able to be located and applied correctly. With that being said, this problem should have been identified and escalated by our customer service department after speaking with ************ and with representatives from Highmark numerous times. We apologize to ************ for this misstep and for any inconvenience or frustration it may have caused. I have forwarded this issue to the appropriate management in customer service to provide education and training to ensure that issues such as this do not occur moving forward.
  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

  06/06/2024

   
  Complaint: 21704385
  
  I am rejecting this response because:

  I was being put in collection and that has negatively lowered my credit score. That needs to be removed off of my credit report. 

  Whenever I called the representative to follow-up, the response was to call back in ***** days. In many instances, the work is not being done and that extended the waiting time to a year in my case. The turnaround for follow-up calls should be less than ***** days. 

  Sincerely,
  
  *****************

  Business response

  06/13/2024

  I can assure ************ that there is currently no balance in either collections or with Beverly Radiology and that she will not receive any further billing statements for this date of service. This should not affect her credit score as there is no balance in collections at this time. 

  Insurance companies customarily take between ***** days to process claims. That is the reason the patient was being advised to wait that specific time period by our customer service representatives.

  Again, we apologize to ************ for the length of time that it took to locate the missing payment and apply it to the account. This was an unfortunate oversight and the appropriate departments and representatives are receiving the appropriate training to be able to identify situations like this in the future. 

  Customer response

  06/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to resolve an issue for my 85 yr old elderly father for a duplicate payment made to Beverly Radiology Medical Group as my father received 1 bill in January which cleared his checking acct on 01/24/24. Then my father received another bill in February for the same service date on 11/13/23 & unfortunately a check was mistakenly sent to Beverly Radiology Medical Group again.When I noticed this error the following month, I called the ****************** at ph# ************** on 03/05/24. At this time, I advised representative that there were 2 checks in the amount of $95.00 made payable to Beverly Radiology Medical Group which cleared my father's checking account on 01/24/24 & on 02/27/24 for the same service date. Representative then advised to send the copies of both cleared checks to email address: *************************** & said that the research team would review my refund request & should have a resolution within 7 days in which they will send letter with original form of payment.This was my first call to Beverly Radiology Medical Group (******************) *** assumed that my refund request would be taken care of quickly once I provided the copies of both cleared checks, was I wrong! I have now called 5 times & each time I get different information on the refund process & research time frame. The second time I called on 03/18/24 & asked for an update on my refund request. This representative then said that they received my *********** had to forward my request for refund to the ******************* as the department that received my email doesn't conduct the research & advised it would take 20 days, but she couldn't confirm whether it was calendar days or business days as it didn't specify. From this point on I've been given misinformation on processing times *** have talked to 2 Supervisors requesting to escalate this issue as it shouldn't be so difficult to get a refund on a duplicate payment where I have provided copies of cleared checks.

  Business response

  05/06/2024

  To Whom It May ******************** you for sending your proof of the checks that were cleared on your Father's account (****************************************). After a thorough investigation into your Father's account, it has been identified that a refund check has been made out to him in the amount of $95.00, sent on 05/02/24, Check #: *******. Please allow 5-7 business days for the check to be received. If a check is not received by ***************************, please do not hesitate to contact us again. 

  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.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Wage Imaging ********** on 1/30/24 for some x-rays that were ordered by my doctor. I called Wage Imaging before my appointment and provided my insurance information over the phone. I asked if the x-rays would cost anything. They assured me that they would be completely free with my insurance, but to check again the day of my appointment. I expressed that I did not want these x-rays unless they would be free of charge. I brought my insurance card the day of the appointment and the associate ran my information again saying that the x-rays would be free, no co-pay, nothing. I proceeded with the imaging. The following month, I received a bill from Beverly Radiology for $95. They claimed that this was for a co-pay. I called and spoke to them and they said that they could still see in their system that I should not have been charged any co-pays, but they could not explain why I was indeed charged and they refused to adjust the bill to remove the $95 charge from my account. I called my insurance company to open an investigation, and yet, I still received a reminder letter to pay my bill a month later. I'm not sure what's going on at this point as no one is being held accountable for giving false information, and I'm continuing to be billed for a service that I was told would be free. Also, the Beverly Radiology website says that any fees or co-pays will be charged at the time of the appointment, not billed later.

  Business response

  05/08/2024

  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 *********.  A 271 response is received from the ********* 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 ********* returns the 271 in a timely fashion,patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the ********* carrier.  After processing the claim, the ********* issues an Explanation of Benefits (***) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  After an in-depth review of the patients account, it has been identified that the 271 response received from the patients ********* at the time of service showed no patient responsibility. Once the claim was processed by the payer, the *** they sent showed a copay owed. We can only provide patient responsibility estimates based off of what the ********* quotes and make billing adjustments, if necessary, upon receiving an *** that differs from the original 271 response. As a result, we have found no wrongdoing on the part of Wave Imaging as both the estimate showing no patient responsibility and the copay amount being billed were received directly from Mr. ********* ********* and cannot be changed on our side without adjustments being made by the payer. We apologize to Mr. ******** if this process was not  clearly explained to him at his visit.
  
  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 responding and greatly appreciate your assistance and cooperation in achieving a resolution

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  SErvice date was december 8 2022, they said they did not take insurance (but still asked for my insurance card) and out of pocket cost was $475 (receipt uploaded). Then months later they charged my insurance, which I called because it didnt seem right but didnt get a response of what happened. Then 2 years later I recieved a bill from radialogy, contacted my insurance because there was a EOB that was approved by them. after much discussion the result was that radiology were doing a balance bill and contractual agreement (this is the information my insurance gave me) and Radiology should have never charged my $475 but actually $39 instead as cost for me of my insurance. My insurance got radiology to refund me $435.29, which a recieved two checks now. but i recently recieved another bill for $210. The only thing that I can think of this bill is radiology had admitted to not charging a billing code to my insurance, but my insurance said they had surpassed the time frame of billing and they lost out on that. Besides that not sure why they keep charging me or why this is an issue 2 years later.

  Business response

  05/08/2024

  After a thorough review of the patient's account and complaint, it has been determined that the claim for the services in question was denied by the payer in error. After numerous attempts to obtain payment from ********************** insurance, our billing system applied the remaining balance to the patient which caused billing statements to be sent automatically. This should not have occurred. The insurance did eventually process the claim correctly and the patient was refunded $429.89 (the $469.60 paid at time of service less the $39.71 copay on the correct Explanation of Benefits sent by her insurance on 2/27/24). There is no balance on the patient's account and she will receive no further billing statements for this date of service. We apologize to ****************** for any frustration or 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 apologize for any delay in this response and greatly appreciate your assistance and cooperation in achieving a resolution
  

  Customer response

  05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For years I have been going to ****** Radiology Medical Group at their ******************* in ************* **. Almost every time I go there is a problem with billing, always in their favor. On 10/20/2023 I went to the ******************* for a mammogram. The cash price I used to pay for this was $75 years ago and I know fees go up. I asked what the price was and I was told it is now $250. I agreed to the $250 and they said they could bill my insurance to see if there was an insurance discount. I received my first statement from them for $250 on 11/09/23. It did not indicate if they had billed my insurance to get the insurance discount so I called them and asked them to bill my insurance. A month later on 12/09/23 I got a second bill from them for service on the same day which was the original $250 plus an additional charge of $296 for a total of $546. This was already $296 more that I was originally told and again no indication that they billed insurance for the original discount on the $250. I called their billing number and the first person said my insurance didn't cover anything and I owed the full NOW $546. I asked that person to file a complaint and I wanted to talk to mgmt. I never heard back. I waited a week and today called twice more and was told I'd get a call back but 7 hours later, nothing from anyone that could explained why I wasn't told about this additional $296 at the time of my appt. I just called and this agent told me the opposite of what the morning agent said , but he now said I will get an insurance discount which brings my amount due to $327.60. This is still $77.60 more than the maximum amount of $250 that I was told on the date of service. This stuff happens all the time with this company and it is unfair and bad business. I would like the amount reduced to the original agreed amount of $250.

  Business response

  02/14/2024

  Hello, 

   

  I have received the two notices that have been sent since Jan 18, **** and we apologize for the delayed response. We have submitted a request that was placed on 2/9/**** to our ****************** for Radnet to ask them to go through the date of service and request to rebill cpt code *****, ***** to the ********* insurance that was provided on 10/20/2023 by patient *****************************. We are awaiting on a response to further provide. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to a radiology group to get imaging done. I had an xray on March 03, 2023 and again on March 24, 2023. I paid the $40x2 co-pay in full each time. The rest of the cost was covered by my health insurance. On April 27, 2023 I had a *** done. I paid the $325 co-pay in full. The rest of the cost was covered by my health insurance. I was called back by the radiology group to get that *** re-done. I was told there would not be an additional cost because the error was on their end. That was redone on May 18, 2023.Later on around Oct 2023, I received a bill in the mail for $108 for the *** dated April 27. I called to clarify on Oct 20, 2023. Spoke to ******. She reviewed the bill and concluded that it was an error and said the balance should be zero. She said the error was due to "missing contractual adjustments for prior dates of service." She said she would correct it. In Nov, I receive another bill for the same amount ($108), but this time attributing the cost to the first two xrays. Since then, I have called them back on Nov 24, Nov 30, Dec 15, and Jan ********************************************************* I get told something a little different each time about what is wrong or even about the amount that I owe. What is consistent is that each time they would tell me that it would be sent to review and that I would receive a statement of what I owe if any, but that review would take ***** days. So far I have received 3 uncorrected/unexplained bills. At this point, this process has become cyclical and I am tired of wasting my time and not making progress towards a resolution. I want to clear the bill or at least have it explained to me why I still owe a balance after already paying my share of the cost.

  Business response

  01/22/2024

  January 22, 2024
  
  
  RE: Better Business Complaint - ID# ******** 
  
  Dear ************
  
  Thank you for bringing your concern to our attention. ***************** Centers are dedicated to creating an environment that provides the highest quality of care to patients. Our program of investigation and resolution is overseen by our Medical Director and ***************** Team and is essential to our commitment with compliant quality regulatory standards of care.
  
  I have thoroughly investigated the allegations together with our billing department.
  
  When speaking to our billing department, I was informed that your case has been escalated and is under review.  The review process can take up to 45 days and I was told the escalation was initiated on 1/10/2024.  Once the review process has concluded, you will receive communication regarding the results of the review.  If you are dissatisfied with the results of the review, please contact us and we can further determine any additional course of action.
  
  As with all concerns that are brought to our attention from our mutual patients,we will use this as an example and opportunity to further coach our team to avoid from getting these types of complaints in the future.
  
  We hope the aforementioned explanation resolves this matter.  If you have any additional questions, please feel free to contact me.
  
  Sincerely,
  
  
  
  ***********************;                                                                 
  Site Manager                                                    
  ******************************                                                                  
  Phone: ****************                                                                
  
  CC:*********************************, Regional Manager
  CC:****************, Director of *****************
  CC:***************************************, Director of Operations

  Customer response

  01/23/2024

   
  Complaint: 21127047
  
  I am rejecting this response because: this has been the scripted reply from this business each time I have called to reach a resolution. This is not the first time this issue has been escalated. The outcome from the initial escalation resulted in no explanation and no change to the billed amount. Rather, they cited another date of service and applied the charges to those dates. It seems like they are just making up details to justify the charge at this point. Again, no explanation was given besides the bill itself. When I called again, they simply said that they would escalate the issue again and that I would have to await the review again. I am no longer interested in entertaining this potentially endless cycle. In three months, this issue would reach it anniversary. At best, this is a completely unacceptable time table for a resolution to be reached. At worst, this is a fraudulent billing practice that needs a spotlight on it.

  
  Sincerely,
  
  ***********************

  Business response

  02/01/2024

  February 1, 2024
  
  
  RE: Better Business Complaint - ID# ******** 
  
  Dear ************
  
  Thank you for your response. ***************** Centers are dedicated to creating an environment that provides the highest quality of care to patients. Our program of investigation and resolution is overseen by our Medical Director and ***************** Team and is essential to our commitment with compliant quality regulatory standards of care.
  
  I have made further contact with our billing department and insistent to communicate with a supervisor within the department.
  
  When speaking to Faith C., the supervisor, I was informed that your case had been already escalated. I insisted that I needed a resolution not just information that your case had been escalated.  After a few moments she returned to our conversation and informed me that she would correct your file and no payments would be required.  I requested that this information be sent you as a final resolution. She agreed.  My expectation is that you will in fact receive communication from the billing department that no payment is required and that your case has been closed.  If you are dissatisfied with the results of the review, please contact us and we can further determine any additional course of action.
  
  As with all concerns that are brought to our attention from our mutual patients, we will use this as an example and opportunity to further coach our team to avoid from getting these types of complaints in the future.
  
  We hope the aforementioned explanation resolves this matter.  If you have any additional questions, please feel free to contact me.
  
  Sincerely,
  
  
  
  ***********************;                                                                
  Site Manager                                                    
  ******************************                                                                  
  Phone: ***************                                                                
  
  CC: *********************************, Regional Manager
  CC: ****************, Director of *****************
  CC: ***************************************, Director of Operations

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/12/22 I received sevices from Beverly Radiology Medical Group, account ********* for a CT Scan. Around 8/23 I received a bill from them saying I owed $671 for a bill not paid from 5/12/22. Between 9/23-11/16/23 I am still dealing with them over payment. On 9/27 my insurance confirmed they received payment on 6/22/22 for the services. Ive called multiple times even today in which Beverly told me they did locate the payment check#******* batch ****, but would still take more time even though they told me on 9/27 would take thirty days to clear. We are now at 11/16/23 and still this issue has not been resolved I am upset due to Beverly sending this bill to collections through continental credit control account number *******, who is still asking for payment on something that Beverly Radiology has already received over a year ago. I keep getting the run around from Beverly and Continental I just want this resolved as they have their payment. This account should have never been turned into a creditor as they had received payment within a month of the service that was 5/12/22. I should not have to be dealing with this nor should it be in collections this is a false judgment and is against the law to file collections on something that has already been paid through insurance. This business needs to do better with their billing process. I have yet even though asked for a document showing it was paid from Beverly radiology medical group, yet they have told me twice over phone they do have their payment I keep getting the run around and am sick of it.

  Business response

  12/19/2023

  This is to confirm that we have fully reviewed and responded to all aspects of ************** complaint.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 

  Patient was seen on 5/12/2022 for a CT Maxillofacial without contrast and for MRI of the Temporomandibular Joint. **************** insurance, processed both charges on 6/16/2022 with $100.00 co-pay. Patient was also seen on 6/5/2023 for MRI Cervical Spine without Contrast where we collected $100.00 at the time of service for her expected co-pay responsibility. 

  After an in-depth review of **************** account, it was determined that our system erroneously failed to post a contractual adjustment to her CT Maxillofacial exam resulting in a statement of $671.00 being generated to the patient. Per **************** insurance explanation of benefits, ************ owed a total of $200.00 for her 5/12/2022 DOS. 

  Patient contacted our billing office on multiple occasions trying to resolve the discrepancy in what she owes. On 11/30/2023, ************ provided payment of $200.00 to resolve to patient responsibility owed on the account. We also provided ************ with a statement from ************************** collection agency notifying her that collection activity had ceased as well as a zero-balance statement.

  As of today, 12/19/2023, patient is no longer in collections and her account reflects $0.00.

  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 apologize for any delay in resolving this inquiry and greatly appreciate your assistance and cooperation in achieving a resolution.

  *******************, RCC

  Quality Assurance Manager

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I did file a complaint over a year ago with BBB but never heard back that is why I am filing again. Beverly radiology has billed me for services that were paid or under a contract discount with my medical insurance company at the time. I made 3 payments of $217 total. I should have only paid $70. Beverly radiology owes me $147. I call them every month for the past 2 years and am told they will escalate it up. They, customer service state they can do nothing more. There is no supervisor, they can take a message for one and they can call me back which never happens. The account number is ********* please help. ***************************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8/8/22, I had a mammogram done. This screening is covered at 100% by my insurance which is Adventist Health. I have called the billing department at Beverly Radiology Medical Group seven times, asking them to bill my insurance. They refuse to bill my insurance. I am in constant contact with my insurance, and they tell that no bill has been submitted. Beverly Radiology Medical Group is completely negligent in the sense that they will not do their job and bill my insurance. However, they generate statements saying that I owe $546. They are harassing me with emails and bills, yet I cannot get anybody in management at the billing department to call me back. I have logged seven calls from June 2023 through the current call on September 1, 2023. The only person I can make contact with are reps, taking calls from home, with barking dogs in the background. Even now, as we speak, they will not connect me with a representative. This company *********** not do their job and bill my insurance.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩