Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/05/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/25/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:05/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.