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:08/16/2024

  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.

  I had a scan on July 23, 2024. I was told results would be available within 10 business days. I waited until well after that. Twice I called and was unable to leave a message. I left a message on 14 August. I sent messages by chat on 7 August and 13 August. No response. I would like my results. If I do not have them by Monday I will dispute payment with my credit card company.

  

  Business Response

  Date: 08/16/2024

  Good morning, *******, we see that your results were sent to you via the email you provided upon registration on 7/29 and we do not have any emails or messages from you that we can find.  We apologize that you are having a hard time finding your results email and we have asked the processing team to resend them to you today for your convenience. Please check that the number you are calling is ************** to speak with a member of the HerScan team or leave a message.  Please ask to speak to our general operations manager if you have any other concerns or questions.  Thank you for doing more for your breast health. The HerScan Team. 

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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 a breast ultrasound by Herscan on 7/16/24. I was told I would receive my report within 7-10 business days. On the 7/24/24, I received an email saying my report had been sent. When I clicked the link and followed the steps in the email, there was nothing in the portal or file location. This is a known issue as there have been several other unresolved customer complaints. On 7/24/24, I attempted to call their customer service number at *************. I left a message and received no corresponding response. Also on that day, I emailed their chat feature and ********************************* and did not receive a reply. This entity is targeting vulnerable women with their unscrupulous practices. I want my results within the next 48 hours or I am filing a class action lawsuit.

  

  Business Response

  Date: 07/24/2024

  Good afternoon, *******. We are sorry you feel the need to address this issue with the BBB at this point since we are only at the 6 or 7 business day **** for your results and we have yet to get through all of our calls or emails for the day. Please note you only called today 7/24/24.  That being said we understand your need to communicate and have asked management to give you a call to assist with the new results portal and hope to allay any issues you may be experiencing. HerScan makes great efforts to manage any and all complaints so we are not sure what unresolved customer complaints you are referring or unscrupulous practices.  We have scanned over ******* women to date and take great pride in our mission asking women to do more for their breast health as Early Detection is Everything. If you do not hear from management within the next 24hrs please call the ************** and ask to speak to our general operations manager. Thank you. The HerScan Team

• Initial Complaint

  Date:07/19/2024

  Type:Order 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 paid for an ultrasound. Now, I need the images to take to a doctors appointment and HerScan has been non-responsive to my requests. This was paid in full on the date of service.

  

  Business Response

  Date: 07/19/2024

  Hello *******, we are very sorry you have had difficulty obtaining your images. We have updated our processing system to a new technology and there have been some delays, but we do see from our notes that a CD has been sent to your home address. The CD is enroute and if you would like to discuss further or would like to speak with management, please call us at ************** and ask to speak with our General Operations Manager. Thank you, the HerScan Team. 

  Customer Answer

  Date: 07/22/2024

   
  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

  Date:07/15/2024

  Type:Order 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 did an ultrasound thru HERSCAN on May 3rd 2024 in ******, **. I was told that it could take up to 10 days to get results and if I had not heard to reach out for results. 10 days pass and I reach out for results of which the radiologist lists my condition as category 4 of 4 with multiple abnormalities on my right breast. This is obviously very stressful to hear. Herscan claims that they will immediately send CD with images if you have any abnormalities in your results, I wait a week, nothing. I call. No answer. Request results via fax- no response. Send email- no response. It is not until weeks later that I make a comment on their ******** ad that anyone acknowledges me. To which I tell them, I have received nothing yet. Keep in mind that in order to follow up with my doctor I NEED those images. I cannot make a follow up appointment without them. Finally on June 8th- over a month after the scan I get the results via ***** so that I can send to my dr. I scheduled a diagnostic mammogram to review and my radiologist saw NOTHING like what the Herscan radiologist listed. Both the tech and the doctor reviewed the Herscan call outs several times and saw nothing. My mammogram was clear also. I spent two months thinking I may have cancer bc of their slowness in getting me the images and seemingly challenged either staff or machines used for these scans. I have seen several women make the same complaint about this business. They need to be investigated for the quality of their machines and the qualifications of the medical staff that works for this company. I should be refunded my money for the stress and suffering caused here.

  

  Business Response

  Date: 07/15/2024

  Hello ******, we are very happy to hear that you followed up with your physician and had a diagnostic mammogram and diagnostic ultrasound and you are heathy and well.  While no imaging is 100% accurate 100% of the time, your tech was a very seasoned ARDMS certified breast sonographer and uses state of the art equipment.  **********certified radiologist clearly felt that you needed to have the additional imaging and the result is a positive one which is unfortunately not always the case.  We recently transitioned to a new processing technology, and it seems that you received your results late due to that implementation and we do apologize for the lack of customer service you received.  Please call us at ************** and ask to speak with the general operations manager as we would like to discuss further.  Thank you, the HerScan Team.  

  Customer Answer

  Date: 07/23/2024

   
  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

  Date:06/25/2024

  Type:Sales and Advertising 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 had a breast ultrasound by Herscan on 6/8/24. I was told I would receive my report within 7-10 business days. On the 10th business day, I received an email saying my report had been sent. There is nothing in my portal 4 days later and no one is responding to voicemails or email. I feel this place is a scam.

  

  Business Response

  Date: 06/25/2024

  Hello ********, we are so sorry you are having difficulty reaching us.  We recently signed up with new software for our processing department and it has had so many reporting issues and has put us behind in our communications as well as frustrated many of our clients. We are a community-based breast ultrasound screening company that offers fast, affordable and easy access to much need breast screenings.  Adding an ultrasound to your yearly mammogram increases your breast cancer detection rate from 48%-97% rate and we are in 39 states throughout the *** so I can assure you we are not a scam. We want very much to speak with you and help you get what you need.  Please call ************** and ask to speak with our general operations manager. Thank you for doing more for your breast health. The HerScan Team

  Customer Answer

  Date: 06/25/2024

   
  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

  Date:06/24/2024

  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.

  On June 6, 2024 I had a breast ultrasound & was told that the results will be found on ***** ( a patient portal they use) (It is totally A.I. by the way) within 10 business days. On the 11th business day I emailed Herscan. No "human" responded but an automatic email came to me about 1 hour later that was from ***** with the subject "Omega *************** invite email". So I opened it and did the steps to register for ***** as it said to do. I did not have any results that day even though the company promises results within 10 business days. The ***** site just says " Sorry, there are no studies available yet.". With a sleeping cat icon. There is not a "Results" choice on their site. I also tried calling HerScan during business ********** just goes to voicemail. Today, day 12, I checked the site again and still, no results. I am afraid I just got scammed by this business mainly because, there are no results and no human contact after you get it done. It's all A.I. which is not working.

  

  Business Response

  Date: 06/24/2024

  ****, we are very sorry you experienced difficulty in obtaining your results.  HerScan is in the process of transitioning to a new software with a patient portal that has not been as seamless as was promised.  We want to make sure you have what you need so please call us at ************** and please ask to speak with our general operations manager. We are actively working through these obstacles and thank you for doing more for your breast health. The HerScan team. 

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair 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.

  Had screening ultrasound done on 5/30/2024. Was told I'd have results within 7-10 business days. Today was the 10th business day. I reached out this morning and was told I'd have them by 5 pm. Still no results at 5 pm. Then I called, was told my report had not even been read yet. Then why was I told I'd receive them today? Rep stated she would forward me to a supervisor who could help me because she is a medical processor. Then forwarded me to a voicemail. I paid out of pocket for this. I will not get credit towards my deductible for this service. This was a transaction and I did not receive what I paid for, therefore I would like my money back. Also, upon reading the complaints on here, it seems they only respond swiftly to BBB complaints. Emails and calls seem to go days unanswered when using the given contact methods.

  Customer Answer

  Date: 06/18/2024

   
  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

  Date:06/11/2024

  Type:Sales and Advertising 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 4/4/24, I had a breast ultrasound done by HerScan. On 4/16/24, I received an email saying my screening was a Category 4, which indicated an abnormality was detected. It was noted I would receive a CD of the images, which did arrive approximately a week later. However after securing a follow up appt for a diagnostic mammogram several weeks post I was informed by the technician that the CD was entirely BLANK and NO images were present. As a result they were unable to continue with the procedure without the images of the initial results. I called and left multiple messages (with no return call) and sent 2 emails regarding the issue - the response to my email several days later included text similar to other complaints - "You will receive an email from Admin Ramsoft with the subject line 'Omega AI sent your report to *****'. There is a link in the body of the email that will help you register and direct you to your images and report. You will be able to share this study with your physician's office or an imaging facility.... " etc. It is 4 days post receiving this email and I have still not received an email from Admin Ramsoft with my images. I attempted to download the app and register which was also noted in the email but apparently am not registered in their system. I have emailed again today asking for resolution however now have been advised by my physician to reperform the ultrasound as it has already been 2 months and she is concerned about waiting any longer for this company to follow through with the results. I have not received an email response regarding the lack of link / access still to the images and have an appt. tomorrow to reperform the scan at I am not sure what cost. Not only do I want my images, I feel I should be refunded a portion if not all of the fee for the scan since I will need to pay to have it reperformed besides the emotional distress and time spent with the lack of follow through or ability to effectively provide results .

  

  Business Response

  Date: 06/11/2024

  Hello *****, we are very sorry to hear you have not had a good experience with HerScan.   The CD should have had instructions on the envelope explaining to the facility how to view the  images with a Dicom viewer     We have recently changed our processing software so that everyone will have easy access to their images however with this transition we have experienced a high volume of calls and some technical difficulties which we are actively working to rectify.  We have asked our General Operations Manager to call you and help get you what you need within the next 24 hrs. Thank you. The HerScan Team

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21827784
  
  I am rejecting this response because:It was noted in the response that I would be contacted by management staff within 24 hours to work on a resolution , it has been 6 days and I have yet to receive a phone call or any other follow up from Her Scan. Two technicians in 2 different departments stated there were no images on the cd, they were aware of the instructions on the sleeve. As noted in my complaint I had to have the ultrasound reperformed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/18/2024

  Hello *****, we seem to be having issues when we call the number you provided as the call fails and drops the call without the ability to leave a message.  We would like to speak with you but will attempt to connect through your provided email. Please let us now if you have an alternate phone number as well. 

  Thank you

• Initial Complaint

  Date:06/06/2024

  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.

  On 05/11/24, I had a breast ultrasound done by HerScan. On 5/22/24, I received an email saying my screening was a Category 4, which indicated something abnormal was detected. The body of the email said: "You will receive an email from Admin Ramsoft with the subject line 'Omega AI sent your report to *****'. There is a link in the body of the email that will help you register and direct you to your images and report. You will be able to share this study with your physician's office or an imaging facility if they provide you with their email address. You can also download your study to a USB flash drive or a writable CD."To date, I have not received an email from Admin Ramsoft with my images. I emailed HerScan on 05/24/24 asking for link. I called on 05/28/24 and had to leave a message. They never responded to my email or call. I called (at 9 am) on 06/05/24 and had to leave another voicemail AND I emailed them again on 06/05/24. Have not received a call back even though their message says they would return the call within 24 hours. I never received an email response either with the link I am waiting for. I was waiting to contact my physician until I had the images. However, I did contact my doctor to set up another ultrasound to see what is going on.It is unacceptable for a company to not send you the images for a scan you paid for -- especially when they indicate there may be an issue. It plays a heavy mind game on you waiting for the images, and for none to ever come is negligent on their part.Not only do I want my images that they said I would get, I feel I should get refunded my money for the scan since no images have been received.

  

  Business Response

  Date: 06/06/2024

  ******, we are very sorry to hear about your experience with HerScan.  We are a community-based screening company, and our mission is to offer easy access, affordable breast screenings to help women do more for their breast health and increase their rate of early detection.  We are currently transitioning to a different processing system that has not been seamless and has caused delays and therefore a high volume of calls. We are actively having our corporate team call you so that we can assist you in getting what you need. Please call us at ************** and ask for our general operations manager if you do not receive what you need within the next few hours. Thank you. The HerScan Team. 

  Customer Answer

  Date: 06/07/2024

   
  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

  Date:05/30/2024

  Type:Order 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 was scammed out of $300 for a breast ultrasound, that in the end cant be used for proper diagnosis with my regular physician and therefore, have to pay for all new scans. Herscan takes money and advantage of women by knowing their technology, technicians and radiologists are subpar to what is actually being used in female wellness centers and doctor's offices. Resulting in constant misdiagnosis which cause unnecessary stress and additional costs for proper scans and images done through a more reputable doctors office

  

  Business Response

  Date: 05/30/2024

  *****, HerScan is a reputable Breast **************************** that has screened over ******* women within the ** and takes great pride in helping women do more for their breast health. If there is a visible abnormality found the Board-Certified Radiologist who signed your report will recommend further diagnostic testing which is the proper protocol. Our sonographers are not only ARDMS certified but they scan just b****** all day so are they far from substandard. If you have further questions or concerns, please call our general operations manager at **************.  Thank you