ComplaintsforRadiology and Imaging Specialists of Lakeland, P.A.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of Transaction:2/6/2024 - ********************** Acct #****** In early March, I reached out to ********************************************* Specialists of Lakeland regarding services covered entirely by my insurance. Initially, I was assured of a ************ process and guaranteed an email confirmation within 24 hours. However, as time passed, no communication was forthcoming.Subsequently, on March 14th, I followed up with the organization. Another representative confidently assured me that the refund had been initiated and would reflect on my card within 3-5 business days. Despite this assurance, no refund appeared in my account.As the situation grew increasingly frustrating, I contacted the organization once more to seek clarification. This time, a different representative claimed that a check had been dispatched on March 18th, accompanied by a specific check number. Despite these claims, the check failed to arrive in the expected timeframe.Upon further inquiry into the matter, another staff member suggested allowing up to 30 days for the processing of the reimbursement. This contradictory information left me perplexed and dissatisfied. Moreover, my requests to escalate the issue to a supervisor were met with promises of callbacks that never materialized.After persistent efforts, I finally managed to speak with *****, a supervisor. To my dismay, ***** revealed that the promised check had never been sent, contradicting earlier assurances. Furthermore, she clarified that my insurance had already fully covered the services as of February 17th, indicating a lack of awareness or transparency on the part of the organization.This experience left me deeply concerned about the transparency and communication practices within the healthcare system. Patients rely on accurate information and timely communication, especially concerning financial matters that directly impact them.

  Business response

  04/11/2024

  Thank you for notifying us of the complaint. 

  Our billing company initiates the refund process, but they must be reviewed and approved by RIS before mailing.  Refunds are processed once a month. Below are the notes from the billing company.  Hopefully, the patient's complaint will be resolved.  Our apologies for the inconvenience, but we have a refund process that we must follow to ensure that all refunds are processed correctly. 

  2.9.24 Claim submitted to UHC

  2.17.204 UHC Insurance payment posted

  3.12.24 Patient call inquired about refund

  3.13.24 Refund shows pending

  3.14.24 Patient 2nd  call to inquire about refund status refund in process

  3.18.24 Refund entry created shows for $405.24

  3.22.24 Patient 3rd call to inquire about refund status advised a check was on the way, refund in process

  3.27.24 Patient 4th  call to inquire about refund status advised check number 9937 was processed and to allow time patient requested supervisor call regarding call/refund status  discrepancies

  4.1.24 Patient 5th  call to inquire about refund status no call from supervisor, CC rep advised it has been processed but will not be mailed until 4.24 patient request supervisor return call 2nd request  to expedite the refund.

  4.1.24 MSN Supervisor spoke with patient advised she will send refund for review

  4.1.24 Refund issued

  4.2.24 BBB complaint submitted
  

  4.4.24 Refund mailed

   

  Sincerely,

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

  Administrative Services Manager

   

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund has been provided but I did want to clarify that when I called the first two times I was advised it was refunded to my care credit which was not true when I called the 3rd time then I was advised a check was sent out on the 18th and should receive end of week. The all the follow *** happen after etc. So when providing clarification please provide the proper information and review the calls from your third party. 

  Sincerely,
  Genesis *****************************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an mri in February. My insurance company paid the bill where there was a $0 balance. They still billed my attorney for $936 even though they are not legally allowed to as there was a $0 balance. The attorney paid it out of my money. The error was discovered and the attorney made over 20 phone calls to get this corrected. I myself have called an additional 3 times each time I get a different answer and can never get a supervisor. They never return calls. They have admitted they owe the refund but keep delaying returning it with multiple excuses. I just want my money back

  Business response

  05/17/2023

  Good morning, Please see the billing notes regarding the complaint.  Please let me know if you have any questions or need any additional information. Thank you, ******* *******

  3.14.2023: Check ****** for $936.00 was received by attorney Dan N*****, on behalf of patient balance, in error and posted to patient account balance

  4.7.2023: Spoke with Aryanna at Attorney office, she requested refund check as payment was sent in error for DOS 1.31.2023
  4.14.2023:  Rcv’d call from Aryanna at attorney office regarding refund request, was sent to VM for refunds dept at 8:32am
  4.17.2023: refund check **** issued for $936.00, mailed on 4.28.2023 to Dan N***** Injury Attorneys **** * **** **** ** ******* ** ****** see attached. (RIS refund policy, refunds are released to be reviewed on the 15th of each month, then processed and mailed out by then 30th of each month) this policy was explained to the patient and her attorney’s office.
  4.25.2023: attorney office called regarding refund request, call center gave refund dept extension
  4.26.2023: patient called in regarding refund check status, not sure is call center is unable to see refund info as refund was already processed and mailed. Email sent on 4.26.23 to patient asking her to allow more time to work on refund request approval and explained refund policy, same day she filed BBB complaint. (see note 3 and attached email to patient rcv’d by BBB)
  5.8.2023: Called attorney’s office to confirm check was received at 407-502-6593, LVM x2 for return call
  5.10.2023: Rcv’d call back from attorney Stephen J***** at 2:23pm, he stated check was rcv’d on 5.1.2023 and has been cashed, he is unsure of date check was cashed as he has no access to accounting records. 

*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. ↩