Complaints

This profile includes complaints for Invision Sally Jobe's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Invision Sally Jobe

  10800 E Geddes Ave Ste 300 Englewood, CO 80112-3895

• 

  Invision Sally Jobe

  6169 S Balsam Way Littleton, CO 80123

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:01/22/2025

  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.

  I received a bill for $264.69 in May of 2024 for a service in December of 2022. I was confused why I was just now receiving this bill so I contacted my insurance provider (*****) who reviewed the bill and determined it is an error on the part of Invision Sally Jobe Medical Imaging Colorado. I reached out to Invision Sally Jobe but was unable to reach a person. I did leave a message but received no response. I later contacted health advocate to get some help resolving this. They indicated that they did speak with Invision Sally Jobe but that this bill is still under review. This service was over 2 years ago and the I have been trying to get this corrected for months now. They sent the bill to collections so now I am worried that this is ruining my credit and I am getting calls and texts from the collection agency. I would like for Invision **** **** to work with ***** to get this bill dispute resolved and also remove this from the collection agency and remove it from my credit. Thanks.

  Business Response

  Date: 02/27/2025

  Thank you for bringing this important matter to our attention.  We are currently investigating this matter and will be following up directly with the complainant.

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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 needed a CT scan from Invision Sally Jobe, on 8/30/24 I called to request an estimate for the procedure, I was told it would be $139.89 but I should call again to confirm because of an unspecified issue on their side. On 9-3-24 I again called and they confirmed that the $139.89 price was correct and was the maximum amount I could possibly be charged because that is what they would be billing my insurance. On 9/16/24 I went in for the service and was given a printed copy of estimated cost of $230.55. On 11/26/24 I received a bill from Invision Sally Jobe for $370.44. On 12/5/24 I called to dispute the incorrect bill, I was told a supervisor would need to call me back, they never did. On 12/13/24 I went into the service location and requested a copy of my paper work and a correction to the bill. Their printout of paperwork confirmed my estimated payment of $230.55, I received a message from ***** from the billing department, that they would review my account but I never received further communication. On 12/23/24 I contacted ***** and she told me that the estimated cost given was irrelevant because the billing company is sperate from Invision Sally Jobe and they could bill however they wanted. Additionally I was told that if I had paid in cash without insurance the cost would have been $300, but I could not change to cash payment even though insurance had not payed or covered anything. I was also told I would get a call back within 24 hours from a supervisor but they never called back.On 1/14/25 I called to talk to a supervisor since I never received a call back, I was told they were unavailable but an urgent ticket was placed for a supervisor to call me back the next morning; they never called back. On 1/15/25 I called to speak to a supervisor, again I was told they would leave a note and I would get a call back, but I never received a call back. In total I was told 5 times over 6 weeks that I would receive a call from a supervisor but they never called back

  Customer Answer

  Date: 01/22/2025

  Hi,
  
   I wanted to let you know the company in my complaint reached out directly to me via phone and sorted this out. So If possible I would like to close the case #*******. Please let me know what other information you need to close it. 
  
  Thank you,
  
  ******** ******

• Initial Complaint

  Date:03/06/2024

  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.

  On 2/16/2024 I was seen at the Invision Sally Jobe for an x-ray. I used my *** card to pay. They emailed me a copy of the credit card receipt but not the detailed receipt. I have been trying since 2/25/24 to get a detailed copy that listed my information, their information and what the charge was for emailed to me because my *** company is denying the charge without the receipt. Now the *** company is threatening to deactivate my card if I don't pay the money back or submit an accurate receipt! Every time I call ************ option 4, then option 1, I get promised it will be emailed to me the next day and it never arrives! I need this emailed to me IMMEDIATLY!

• Initial Complaint

  Date:02/27/2024

  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 dealt with Invision Sally Jobe twice in the past year, as they are one of the only options for medical imaging in the ****** area. Their billing practices are contradictory and intentionally difficult for patients.The services that this company performs costs hundreds, often thousands of dollars, even with medical insurance. Patients that are getting medical imaging done are doing it in order to get a diagnosis, which would quickly lead to treatment - often an expensive surgery. These are significant expenses, so communicating clearly with patients, having staff on hand to handle billing, and offering flexibility in the form of payment plans is ESSENTIAL. Other surgery facilities and doctors offices do these things as part of their normal operations, but Invision Sally Jobe does not.Patients are expected to pay for their imaging at the time of service. Again, this is typically several hundred dollars at a minimum. Most people cannot pay that all at once. The billing staff at Invision Sally Jobe do not have the ability to set up a payment plan, so patients who want to pay in installments are given a phone number to call. In my case I waited almost a month before calling to give them time to process the claim with insurance. When I finally did call, the person I spoke with was still not able to set up a payment scheme because even after a month they had not processed the claim with my insurance company, so they could not take my money because they did not know how much I actually owed. This is contrary to what a patient is told when they show up to their appointment. Invision Sally Jobe will take thousands of dollars from you at time of service, but if you want to set up a payment plan, they make you wait for over a month while they actually take the time to work with your insurance.It is unacceptable in this day and age for a company to be so slow and difficult to work with. It sets patients up to fail.

• Initial Complaint

  Date:01/29/2024

  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.

  Invision Sally Jobe performed a brain MRI on me on 11/1/2023. They quoted me $762.85 for the procedure. A month later they sent me a bill for an additional $640.85.When I called on December 15, I spoke with ******, who said that the insurance company had made a mistake in the estimate. I asked if there were any other options to pay. ****** said that they could have offered a self-pay option which would have been $700 total. That would have cost me less than the initial quote, and less than half as much as they are expecting me to pay now. But they never presented the self-pay option until after the service when I called about billing. I asked ****** to give me the self-pay price. She said they couldn't provide that price after they had already filed the claim with the insurance company (even though the insurance company has paid them NOTHING for the claim). I asked ****** to speak with a supervisor. She said none were available, but that she would have a supervisor call me back.No one did.On January 20, I received another statement from ISJ reminding me to pay the $640.85. On January 29, I called their billing department back and spoke with ****. **** told me:- A supervisor added a note to the account on December 16: "This is not a surprise bill. Sent info to ******."-I asked **** for the name of the supervisor. She said she had it in the notes but refused to give it to me.- I asked **** if the notes indicated that the supervisor called me back. She said there were no notes that I was called back.- I asked why I wasn't called back. **** could not answer that.- I asked if I could speak to a supervisor. She said they were not there. She suggested that I call back the next day between 8 AM and 4 PM Eastern time. - I asked if I would definitely be allowed to speak with a supervisor if I called during that time, or if I would get another empty promise of a callback. She said that I would definitely be allowed to speak to a supervisor if I called then.

• Initial Complaint

  Date:01/04/2024

  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 8/30/22 I had a preventative mammogram at Invision Sally Jobe's (***) Littleton location. The results were inconclusive & I was told I needed to have it redone, at no fault of my own. I was referred to the Golden location on 9/16/22 because ********* was booked out. At reception, I was reassured I would not be charged for this 2nd mammogram. When the nurse brought me back to the office, she also told me it was a no-charge visit. After the procedure, this same nurse told me again I would not be charged. The next month I received a bill for the 9/16/22 visit. I called the billing **** (Medical Imaging of *** & inquired about the charges; they said it was a diagnostic visit. I explained I disputed it because of the above *************** said they would contact *** & call me back. I called the billing **** back a couple months later & was told the same response. By May of 2023, I was buying a home & had to pay the balance of $264.69 in fear of collections & lowering my credit score. In 12/23, I received a bill for $92.60 w/new charges from 9/16/22. I called the billing **** to ask why & was told by ****, previous attempts to contact the *** office directly in 2022 & early 2023 were virtually unresponsive and the file notes stated the acting manager of *** at that time of service & dispute (I was told her name was *******) was no longer w/***. Furthermore, there was no way to verify a non-chargeable visit when the person who told me was no longer w/***. I hope there are multiple miscommunications happening & this is not a surprise or fraudulent billing situation (it feels this way due to the lack of timely billing). Additionally, I feel a insurance-contracted, in-network practice should have a timely billing procedure. Receiving a surprise bill for add'l add-on services 15 months after the date of service is unethical. Receiving a bill I was told I was not responsible for is even more unethical & surprising.

  Business Response

  Date: 02/09/2024

  Initial communications were not received due to staff departure.  This is currently under review and a more detailed response will be provided.

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21043155
  
  I am rejecting this response because it was a vague response and did not address the issues. I am hopeful that complaint is looked into at further and will wait patiently for a response. Perhaps they just need a little more time to look into the issues presented on their end.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/12/2024

  March 12, 2024
  
  *****************************
  *****************************************************

  
  Subject:Patient Concern Letter Response

  
  We apologize for any miscommunication that *** have occurred during your visits.Allow me to provide clarity regarding the timeline of events. Your initial appointment was scheduled based on an order we received on 8/17/2022. During your visit on 8/22/22022, a finding was identified that necessitated further diagnostic imaging to accurately assess the situation. The details of this finding were outlined in the screening report, which was shared with your primary care physician. Subsequently, your doctor deemed additional imaging necessary and provided an order dated 9/7/2022. As per our protocol, we conducted the necessary diagnostic imaging based on this order, which indicated an abnormal screening result.
  
  It's crucial to recognize that when a finding is detected during a screening, it signifies the presence of something new that warrants further investigation to rule out potentially serious conditions. Our standard procedure is to proceed with additional imaging upon identification of such findings, contingent upon receiving an order from your treating physician.
  
  Upon reviewing the billing records, we did not find evidence to suggest that you were informed that further testing would incur no charges. This is because the additional imaging was deemed medically necessary. Moreover, it's important to note that in Colorado, there are laws in place prohibiting credit bureaus from reporting medical debt or considering it in credit scoring. Consequently, your current balance stands at $0.
  
  Please be aware that medical bills are subject to a review and appeals process that can extend up to one year. Additionally, after assessing your situation, it was determined that it does not fall under the regulations outlined in the No Surprise Act.
  
  I trust that this letter addresses the information you requested. However, if you require further clarification or assistance, please do not hesitate to contact me directly using the information provided below.
  
  
  Sincerely,
  
  *********************************
  Billing Specialist
  Radiology Imaging Associates, P.C. 
  Invision Sally Jobe 
  Office ************| *******************************************

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 been receiving annual ***s at Sally **** for several years. I alway schedule and use the cash pay option. The cash pay option has always been $585. In June of 2023, I scheduled my annual *** for July 31st, 2023 for the cash pay option. Sally **** called me and sent me a written good faith estimate for the cash option of $743. They made it clear that the charges could change. When I arrived for my ***, the bill for the cash pay option was $585. I paid this in full at the time of service. In August of 2023, I received a bill for an additional $158.79. I called on 8/29/2023 and spoke with ****, explaining that the self pay option when I arrived was priced ad $585 and I paid in full. She stated that prices had gone up from the prior year but she would have it reviewed and someone would call me. I never received a call from Sally ****. In September I received another bill for $158.79 and once again called to explain that I had paid in full and they cannot increase the price. This time I spoke with ******, who also said she would have someone call me. Once again, I never received a call. October rolls around and I receive another bill for $158.79. I called an spoke to **** on 10/30/2023 and explained that I paid the self pay option of $585 in July at the time of service. She stated that I still owed $158.79 and it couldn't be reviewed again. I asked to have someone call me back but am expecting nothing. Sally **** seems to think a good faith estimate is to protect consumers them from increasing the price more than $400. An estimate is not a quote. It can go up or down depending on circumstances. In this case, the self pay option at the site where I had my *** on July 31st was $585 and I paid it in full. They need to stop trying to charge me an extra $158.79. Sally **** never would have done the *** had I not paid in full, which I did.

  Business Response

  Date: 11/01/2023

  Good morning, 

  Sounds like there was some confusion regarding the self-pay amount for the patient's DOS 7/31/23. She was sent a Good Faith estimate(attached) with the correct self-pay amount due for this service. There are no notes as to why she paid only $585.00 at TOS, but the remaining amount she is being billed is the remainder of the amount she owes for this service. 

  ****************** is correct that we did not change our prices for several years, but our fee schedule was updated at the end of 2022 to reflect current market prices and patient was correctly advised that she would owe $743.79 for this service this year. She paid $585.00 at the time of service, so she owes the remaining $158.79. 

  She has had conversations with our billing department on 8/19, 8/29, 9/28 and 10/30/23. The billing department researched the documents patient was presented and found the Good Faith estimate which was provided to the patient prior to her visit on 7/31/23. 

  Thank you - *********************** (Medical Imaging of Colorado ISJ)

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20805149
  
  I am rejecting this response because:

  The attached estimate was provided by Sally ****. It clearly states that it is an "estimate", not a quote.  I also received a call from Sally **** stating that I must pay in full prior to the procedures.  When I arrived at the facility I was shown an invoice that saie "Self Pay Option" $585 and I paid in full.  I paid the $585 and the receptionsit scanned the invoice along with payment receipt and balance of zero into my account. This is the part that Sally **** keeps ignorning or omitting.  They know that I was given an invoice at the facility that said the self pay option was $585, not  $743 and that I paid in full as directed and had a zero balance prior to the MRI.  Obviously, there is some miscommunicatio on their operational side in that the estimators may have thought the price had gone up but the facilities had not raised their prices.  That is not my problem. They are trying to charge me additional money for a procedure they would not have done had I not paid in full when I arrived.  I do not owe them any more money. I paid  the current sefl pay option in full at time of service!

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

  Customer Answer

  Date: 11/02/2023

  I would like to add to my response, that when I called "billing" on the three days mentioned in the original complaint. I was only able to speak to someone from a "billing service" that had no authority to do anything but accept payment and send notes back to Sally ****.  That is why I repeatedly asked to have someone higher up call me back, which never happened. The people I spok to each time who promised a call back were simply a service reading from a computer screen. I don't even think they were in the US.  No one from Sally **** ever called me to discuss the issue regarding the bill.  Instead I just continued to receive a bill each month.

   

  *********************

• Initial Complaint

  Date:06/07/2023

  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.

  ********************* owes me $99.46 (3 refunds of *****, *****, and *****). I was not aware of this until checking my insurance claims at the United Health website months laterr. On 9/28/22 prior to getting an xray I was required to pay *****. Then I discovered at the United Health website under my claims that the allowed amount was ***** and my insurance paid the *****. I began tryinng to call billling and kept leaving a messsage at ************ (this number was for billing - found on a ********************* card ) and had to leave a message for someone to call me. I waited two weeks and never got a call back. I did this three times with same results. Meanwhile on the ********************* website I discovered another number for billing *************) which I called and got someone. I therefore requested a print out of all the activity on my acccount for 2021-2022-2023. I recieved the print out soon thereafter. The printout was dated 11-29-22, soon after my phone call. On this print out ********************* noted a refund due me three times for a total of $99.46. I then called the same 833 number and explained all this and the fact that I have never gotten ANY refund at all. I was told the matter would be investigated and told it might take 3 weeks. That call was made 3/8/23 and I still have not been contacted about the problem. I decided enough was enough and am now trying to file a claim with the BBB.

  Business Response

  Date: 06/08/2023

  Good morning, 

  ******************** is requesting refunds on three dates of service.

  First, date of service, 9/10/21, patient paid $71.63 at the time of service and after insurance processed the claim, we refunded back to her credit card $35.20 on 10/15/2021.

  Second, date of service, 9/28/2022, patient paid $32.13 at time of service and after insurance processed the claim, we refunded back to her credit card $32.13 on 11/21/2022. 

  Lastly, date of service, 11/16/2022, patient paid $32.13 at time of service and after insurance processed the claim, we refunded back to her credit card $32.13 on 12/23/2022. 

  There are no additional refunds due at this time. Attached are the receipts for her refunds. 

  Thank you - ***********************

  Customer Answer

  Date: 06/08/2023

   
  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:03/03/2023

  Type:Service or Repair 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.

  I had two mris performed at Sally **** in ********** on 5/10/22. At that time, I paid $1120.39 on my credit card. The front desk person at Sally **** told me that would be my total out of pocket cost for both the mris. I have recently been getting bills from them stating I still owe $1635 for that same day because my insurance company, BCBS, denied the claim due to a "lapse in my coverage". I have NEVER had a lapse in my insurance coverage and have been with BCBS for over 27 years. When I contacted BCBS, they told me the real reason the claim was denied. It was denied because Sally **** did not file the claim in a timely manner. BCBS said they would have paid the bill if Sally **** would have submitted the bill within 60 days of my procedure. Sally **** has a contract with my insurer (BCBS) that states that they must file claims in a timely manner, which is 60 days. Sally **** filed my claim months after my procedure and therefore it was denied. My insurance company actually sent me documentation showing that it had been denied due to not being filed in a timely manner set forth in the contract that Sally **** has with BCBS. The fault of the denial rests with Sally **** because they are contractually obligated to file with insurers in a timely fashion. They have been lying to me this entire time, saying that the reason my insurance did not pay was because I did not have insurance coverage at that time of my mris. I have called their billing **** over 30 times to asked for a supervisor to return my call. NO ONE EVER returns my call. The reason Sally **** did not get paid by my insurance was because they did not follow the contractual agreement they had with them to file claims in a timely manner. That is their fault, not mine.

  Business Response

  Date: 03/24/2023

  Hi, the patient had two MRI's on the date of service and we provided him an estimate of amount due OOP. We did not anticipate that his insurance would deny one of the charges and advise it was patient responsibility. The denial did not make sense to us, so we have been appealing it since it first denied. BCBS has been very slow to respond and again we talked to them on 3/13/23 asking them to review our appeal. It depends on who answers the phone at BCBS whether you get a correct response - we often have to call back and speak to a second person to get a reasonable response. I am attaching the *** we received from BCBS stating that for this one MRI, patient did not have coverage and advising us to bill the patient in full for these services. This did not make sense since BCBS paid for the other MRI on the same day. We have filed multiple claims with BCBS to keep the claim alive and allowing us to appeal this denial. However, after so much time, we often ask the patient(patient mother) to get involved with the insurance to find out what the problem is. BCBS just advised the mother that the denied the claim for timely filing. This is also not a correct response, since we did file in a timely manner and have filed an appeal for which we are still waiting for a response. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19537427
  
  I am rejecting this response because:
  

   I spoke with a representative at BCBS and they said that Sally **** is contractually required to file a claim with them within 60 days. They did not do this. The claim was filed past the 60 day time period and that is why the claim was denied. 

   

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

  Business Response

  Date: 04/21/2023

  While we disagree with BCBS response to the patient, we have numerous times filed claims to keep the claim alive while BCBS has tried to figure out whether this patient had coverage or not(which is what they have told us.) We have filed a complaint with our provider rep regarding the lack of payment on this claim, but to take the patient out of the loop, we have written off the balance as of today, 4.21.23. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19537427
  
  I am rejecting this response because: I have not had a lapse in coverage in my BCBS policy for over 27 years and I verified this with BCBS. The claim was filed late by Sally ****. When they had first contacted me regarding the claim being rejected due to a "lapse in coverage", I told them that was impossible. There never was a lapse in my insurance coverage. When they verified my insurance member number with me, the representative on the phone told me someone at Sally **** had incorrectly entered my member number into their system. This is the reason the card was initially rejected as being a lapse in coverage. They entered the wrong insurance number. At this point in time, it was already over 60 days past my service date. Sally **** has since tried to submit the claim after the 60 day contract time with BCBS.  This is why the claim is now being rejected by BCBS. An incorrect member number entry error on Sally ****** part, is what caused them to delay submitting my claim with BCBS. IF they had correctly entered my card number into their system, it would possibly have been done in a timely manner and the claim would have been covered.  They are now trying to cover their mistake by blaming both me and my insurance for a mistake that was done by one of their representatives in their billing dept. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair 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.

  Visited the office on 2/17/23 for my 3rd in a series of mammorgram/ultrasound. The 1st I went through insurance and had $868 applied to deductible - which I thought was incredibly high, but knowing how medical billing works, I paid it and decided I would do self pay for the next one. For the 2nd one I did self pay at a rate of $275. No problems. For this 3rd I elected to go self pay again, but this time was quoted $923.88 in the office, and my choices were pay this amount, or the estimated amount for my OOP responsibility for insurance of $868, or reschedule and call centralized billing. Typically the self pay amount is never higher than the amount allowed by insurance, so I rescheduled the appointment and called centralized billing. On the phone call with centralized billing, I have now received a different "self pay" amount of $954, with each of the 3 CPT codes reflecting a different rate than what I was quoted in office. My procedure history and current services have not changed, however I cannot trust the medical billing procedures of this organization when the rates that I am being quoted are completely different. I asked to be transferred to a supervisor and was transferred to a general voicemailbox instead. This is not the only imaging center in town. These scans can be completed at other imaging centers in the area for a cash pay rate of $275. Would like to understand why I was quoted different self pay rates for the same procedures, and why these rates are vastly more than 1 year ago, do not actually appear to be self pay rates, and why they are so much higher than other imaging centers in the area.

  Business Response

  Date: 02/21/2023

  This complaint will require research and a detailed response as there are multiple dates of service involved and different services performed which would change the dollar amount quoted and processed by the patient's insurance. I am not comfortable discussing details of the patient's services through this method. We will have someone reach out to the patient directly to discuss her concerns and complaints regarding cost of procedures.  Tell us why here...