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Business Profile

Medical Imaging

Tower Radiology

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Imaging.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    My physician ordered a cat scan at Tower Radiology but I've been calling every day for a month and they never answer their phones and there's no option to leave a message or an online form I can fill out to get help. This test should have been done a month ago but instead I've spent over 37 hours on hold waiting for someone to answer and schedule me an appointment.

  • Initial Complaint

    Date:08/16/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 March 4th, 2022, April 6th, 2022, and March 6th 2023 Tower in ******* incorrectly did testing on someone who was not me and falsely filed the paperwork under my insurance i.d. with Aetna. Because of that, ***** refuses to pay one of my legitimate claims for a mammogram done on July 5th, 2023 here in ************** where I live. I have made numerous calls to both tower and Aetna to try and get resolution to this issue before my legitimate bill goes to collection. I spoke in great detail to an ******************************* who supposedly works in the home office in Georgia. Her direct phone number is ************* or ***************************** but nobody seems to know her. She told me she saw the issue that numbers were transposed and names were similar and that she would send ***** the refund for all three of these false claims so that my claim can be paid. That was never done. I have since followed up many many times with many different people at tower plus left many many messages to ****** at the phone number where I get her voicemail which she never calls back. She told me the end of July that she was overnighting the payment to Aetna so that my bill would be covered by *****. Just today August 15th 2023, I spoke with **** at ************ phone number and she told me that I was going to be refunded $120. I have no idea what that is for. I never paid $120 because it was never me that was there for these false appointments and tests. Until Aetna is refunded and this whole situation is straightened out with Tower having the wrong person on these claims, my claim will not be paid by ***** and this is not fair and I should not have to pay one cent to ********** regional health system in *************, ************** where I had my mammogram on July 5th of 2023. I have a tower acct number of ******* but I don't even know if that account number is for that false person or mine. No matter how many calls I make, I cannot get through to anyone who can help with this issue.

    Business Response

    Date: 08/24/2023

    We apologize for your experience, *************************, and appreciate you bringing it to our attention. Our billing and authorization departments have researched this situation. They will call you to explain what happened and the steps that TGH Imaging and your insurance company are taking to resolve this account issue. If you need to reach out directly to our billing department for any reason, please call **************. Thank you! 

    Customer Answer

    Date: 08/25/2023


    Complaint: ********

    I am rejecting this response because I have had many promises already that this would be taken care of in a timely manner so that MY claim of 7/5/23 will be paid and the bill not sent to collection. I have since received another bill. I have received no phone call as stated on your response. I will not be satisfied until my claim is paid...and BEFORE it goes to collection. I am shocked at the ineptness of Tower and Aetna.

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

  • Initial Complaint

    Date:06/27/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Have called scheduling 4X per day over last two days (6/26-27). Placed on hold each time, waited 15 minutes each time, and finally discontinued call each time. Scheduling is not responding to calls.

  • Initial Complaint

    Date:10/19/2022

    Type:Order Issues
    Status:
    Resolved
    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 an appointment for the an echocardiography, which had to be rescheduled. I have been contacting the office for several days now. Absolutely no one picks up the phone. I went online to try to make an appointment and its not letting me. I continue to call and I am on hold for more than an hour, and still no one picks off. This is a little frustrating because although I can maneuver through the computer and yet no results, I could imagine an elderly person trying to do this. There is absolutely no customer service and I am still without an appointment. Can someone please call me so that I can make an appointment or is it necessary that I have to go to the office/clinic to make my appointment? Where is the customer service? Please advise.

    Business Response

    Date: 11/02/2022

    We apologize for your experience ***************************** and appreciate you bringing it to our attention. Your feedback helps us to address these issues and create solutions. We will have a member of our Patient Relations team reach out to you as soon as possible to discuss this further and reschedule your appointment. If you would like to reach out directly you can email us at ***************************************************

    Customer Answer

    Date: 11/02/2022

     
    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:06/27/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 MRI done on January 10th and January 19th of 2022. I made a payment of $215 and tower never processed the payment. My current balance is 1299,00. I have made several calls to tower's billing to get this straighten out. Today is June 27th and I am speaking with Marie and she states that my payment is not reflected in Tower's system and that my bill is on hold but the issue is I am getting bills with the 1299 balance. I would like this issue to be resolved ASAP.

    Business Response

    Date: 08/12/2022

    Business Response /* (1000, 11, 2022/07/25) */ Hi *******, we apologize for your experience and appreciate you bringing it to our attention. We would like to go through your account with you in detail over the phone. Our billing manager reached out to you today, July 25th, by phone and left you a message to call back. We also reached out to your insurance company to find out why they denied your claim in the first place. We are limited with what information we can share here due to HIPPA laws, so please call us back at your earliest convenience. Thank you!

Tower Radiology is NOT a BBB Accredited Business.

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