ComplaintsforBeverly Radiology Medical Group

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had an Xray on 5/5/2022. Got a bill about a year later, June 2023, for $613. My insurance was never billed. I called Beverly Radiology and gave them all the information. One month goes by and I receive the same bill. They have still never billed my insurance. I called them again on July 27, 2023 and gave them all of the information they need and they provided me with an email address where I could send the info as well. I have a recording of the phone call and a copy of the email I sent them. I received the same bill again today, August 23, 2023. Once again, my insurance has still never heard from them.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/4/2022, I had a Pet/Ct scan completed at Beverly radiology in ********, ********** due to a history of invasive cancer that new provider wanted clarification about and it was denied ******** coverage for reason that the radiology group did not provide enough information to ********.I later contacted ******** and they gave me the opportunity to appeal the denied claim and they indicated that Beverly radiology group had resubmitted their claim using incorrect ******** procedures. I still do not know if they submitted the requested information within the necessary timeframe. I had paid Beverly radiology for the service but it was charged duplicativly. Beverly radiology had taken my payment by check # *** on 4/21/2023 and then they also charged my credit card, MC ending in **** for the same amount of $****** and so I had paid them a total of $1025.80, for a bill that totaled was $******. so I had a credit balance of ******.I had asked a fellow resident to call to request a refund check be issued since I have a speech impairment , which she did in May of 2023. Instead Iof issuing a refund check, Beverly radiology group billed me in June, July and August of 2023, again and they threatened my credit report .My caregiver called them for me in June and July and was told they would check into it and then I just received another bill for the same ******, for the same service , which is why Im writing this complaint today.I How many times are they going to charge me for the same service?

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a bill and promptly paid because I thought I had to. After talking to my Insurance rep I was told I was covered. My rep stored out the bill and my insurance covered the bill but I have yet to receive a full refund. The service was on 9/20/22, I posted the payment on 11/25/22 of $338.80. Once I heard back from my Ins rep that it was sorted out, I waited a few months and when I did not receive a refund of my money I made the first call on 3/10 and have made about 10 more calls in the ensuing months all with the same outcome, nothing! They did send one refund check for ***** on May 11, 23 but I am still owed $242.63. Each time I call they say there is nothing they can do but put in an "escalation" and someone will call me back, I have NEVER received a call back. I ask for a supervisor and they say there is no way to transfer me to one that they will put in a request for one to call me back, NEVER received a call back. On 7/27/23 I received another bill for $106.38 which I'm not sure why, I haven't been back to them since 9/20/22. All I want is the balance that they owe me.

  Business response

  10/25/2023

  Dear ************** - 

   

  Please accept our sincerest apologies in the delay processing your refund and responding to this complaint. It appears our business profile is not up to date and it took some time before this landed on my desk.

  Upon review, it was found that your insurance originally processed on 1/26/2023 with a patient responsibility of $53.01. Your insurance then reprocessed again on 1/31/2023 with $0.00 patient responsibility. Due to the timing of these processing, our system failed to post appropriate adjustments and payments causing balance issues on your account, erroneously reflecting that you had additional balance owed.

  I sent your account to our Reconciliation leadership team to correct the postings, pull your account from collections and issue a refund to you in the amount of $242.63. 

  Please be advised that system errors of this kind are extremely rare and in no way indicative of a trending issue. It is not normal for an insurance to process the same claim twice in such a short period of time. 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.

  Customer response

  10/28/2023

   
  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

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In 2021, I received 5 different exams including 3 MRIs and 2 xrays, all of which were pre approved by my insurance Medi-Cal / ** Care. I was fully insured and actively covered during that time and was led to believe that claims for these 5 exams were paid. Nearly 2 years later, in May 2023, I began receiving bills from Beverly Radiology Medical Group for the 5 exams in 2021 demanding that I pay out of pocket for these exams or they'll send it to collections. Prior to May/June 2023, I was never informed that the claims were not paid - They never tried to contact me - not via email, mail, phone or voicemail. Since receiving these bills, I have called the billing department regularly and made multiple requests to speak to a supervisor - however, to date, NO SUPERVISOR called me back. I also contacted my local DPSS office, LA Care and Medi-Cal in an effort to sort this out and get the claims paid, and even filed a Grievance thru LA Care - who advised me that they never received ANY CLAIMS from Beverly Radiology for these services. In June, Beverly Radiology proceeded with forwarding my account to collections, even though I requested a review and advised them that LA Care never received a claim from them. However, they proceeded with forwarding my account to collections. on 07/03/23, I spoke with ****** at Beverly Radiology and she assured me that my account will be removed from collections while its under review. Per Medi-Cal, Beverly Radiology should not have forwarded my account to collections as I was fully covered at that time and Beverly Radiology must remove it and resubmit the claim to collections. As of today, all 5 charges are still with the collections agency and have now been reported to the credit agencies which dropped my score by 100 points. Beverly Radiology failed to do their due diligence and bill my insurance accurately, they failed to remove my account from collections as promised, and failed to have a supervisor call me. I was fully insured (cont...)

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have an ongoing issue with this company. I have health insurance and this procedure was approved. I have attempted over and over to get the ****ing straight. The company at first tried to **** ******** Part B, but I do not have ******** Part B...only A. So I called. I gave insurance information and yet to date when I look on my insurance web site, there is no claim, nor EOB. All I am trying to do is get this handled, have my insurance pay what they will cover and I will pay my portion of the claim

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 4-6-23 my daughter received a n MRI from Medical Diagnostic Imaging. I was charged $281.82 dollars on my credit card. When I received my EOB from my insurance, it stated I owed $151.24. Beverly Radiology Medical Group does the billing for Medical Diagnostic Imaging. I spoke with ****** at Beverly Radiology Medical Group billing department on 4-28-23. She stated that I would receive my refund within 15 to 30 days and to call back after 30 days if I do not receive it. I did not receive it. I called back on 5-31-23 and spoke to ******. She said it would be processed quickly. On 6-16-23 I had still not received my refund and I called back and spoke with ****. I asked to speak to a supervisor and she said a supervisor would call me back in 3 days at the most. I still have not received a call from a supervisor. On 6-19-23 I called back and the representative said there was no not or number in the file to call me back. She said I would receive a call in a few days. I still have not received a call. On 6-23-23 I called back and the operator suggested I send an email to *************************** with my EOB and all other information. I sent the email. Nothing has happened. I called today, 7-7-23 and the operator said she would email her supervisor and her supervisor would call me back. It has been over 2 months and hours of time on the phone and I still haven't received my refund for overpayment. This company is the most unprofessional company I have ever had the misfortune to deal with.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Acct #********** I had my very first mammogram on 8/3/22 and it was ordered by my primary doctor as a preventive study. The Radiologist stated in the report "ASSESSMENT: BI-RADS Category 0: Incomplete. Need additional imaging evaluation." They had me re-do the mammogram on 9/6/2022 and the company billed it as a diagnostic, when it should have been a preventive. They billed me $82.03. I have called multiple times asking for a supervisor and for a review of this case. They have the same response each time and say they have to email a supervisor that will call me back within the next day. Not once have I received a call back. I just want them to fix this billing issue because this is a covered service under my insurance. They even sent it to collections and then they recalled it from collections. Here are all the phone calls I have made, and they still cannot give me an answer or bill this properly:12/27/22, 1/10/23, 1/24/23, 2/8/23, 3/8/23, 4/21/23, 5/1/23. Attached is the bill with all my notes from phone calls. Thank you for your help in resolving this issue.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On ******** my wife was seen at************* and paid her *** co-payment with a credit card. I later received a bill from ******* ********* for the co-payment. I called the billing number and was on hold for over 35 minutes before ***** told me she could not discuss the bill with me because I was not the patient, even though the bill was sent to me. I explained the co-payment had already been paid and she stated she would make a note on the account. I tried calling ************ but keep being referred to the billing company where I'm put on hold. I have been unable to correct the issue with ******* ********* and have now received a notice from a collections agency for the $15 plus 44 cents interest. Based on the inaccurate billing practices and inability to communicate with someone to correct the matter, I am now considering the double billing as unethical and harassment.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  First I have been told by my insurance company that Beverly Radiology medical Group should not be sending bills directly to me. The bill for ******* was paid on 11/23/21. On ********* - I got tested for low dose lung scan. On 1/27/22 - I got a bill for ******* that my my insurance company paid on 11/23/2021. On 2/16/22 I called my insurance company to find out what was going on and was told the bill was paid on 11/23/21. Also on 2/16/22 - I called and spoke with ******** -Patient Services with Beverly Radiology Medical Group who had spoken with ******** from my insurance company confirming the bill was paid but there was an issue with the code and they had to re-code and that there would be adjustments made and I would be sent a bill for ****** for my co-payment in about 20-30 days. On 2/28/22 I received the bill again for ******** On March 30, 2022 I received a Final Statement for a bill that has been paid! Final Statement means the bill is going to collection! On 4/19/22 I called my insurance company again and spoke with **** who put me on hold and called ***** with*********** who confirmed that the bill was paid on 11/23/21. On 4/19/22 I called Beverly Radiology Medical Group again and spoke with ******** in Patient Services who said he would push the bill back to stage two so it wouldn't go to collections and the bill would have to go through the review process and it would take 20-30 days. On 4/29/22 I received the bill again for Due Now for ******** On 5/10/22 I called Beverly Radiology Medical Group again and spoke with ******** in Patient Services. At first she said she couldn't find any payments and nothing had been paid on the bill. I explained the issues and provided my notes to her. Then she said she found the payment from my insurance company but the process needs to be reviewed and should take 20-30 days for adjustments showing the payment from my insurance company and I should receive a bill for ****** for my copayment.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  on 10/15/21 our son had 2 MRIs performed at********************************* (NOT Beverly Radiology). Beverly Radiology billed ***** using an out of network provider number even though the facility we visited was clearly in network based on their website, ******* website and even a phone call to the facility. ***** paid out of network leaving us with a large balance. We called ***** to reprocess as in network and also called **** on 1/11/22 at Beverly Radiology and explained that our visit needed to be reprocessed in network. **** said we would get a response to their investigation in 20-30 days. We never got any response. We then called ***** back and after multiple conversations they agreed this was an in network charge and our balance was $138.30. They issued a new EOB and denied the earlier one that was out of network. We then went ahead, even in the absence of a corrected bill from Beverly Radiology, and paid our part online on 3/16/22. They have never updated their bills to reflect their agreement with ***** and they sent us to collections which is not warranted as we paid in full the moment the issue was settled with our insurer. Beverly Radiology is surely billing out of network on purpose and it seems like fraud. Their billing department is atrocious.

*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. ↩