ComplaintsforMedical Center Radiology Group

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Account Number ******* Visit Number ************ I was involved in a car accident and sent to the emergency room on October 26, 2021. During my visit, scans were done, and although the incident was a Worker's Compensation issue, the hospital somehow obtained my personal healthcare insurance and the bills were forwarded there. As a result of that, the Medical Center Radiology Group (MCRG) sent a bill to my health insurance, which they initially paid, and $271.05 was deduced from my health savings account (HSA). After working with Worker's Compensation, they paid the claim, and the payments from my health insurance provider were reversed, but my HSA was never refunded. After contacting the worker's compensation adjuster and my own health insurance, I was eventually directed to contact MCRG to receive a refund of the $271.05 that was taken from my HSA. On or about March 4, 2022, I contacted MCRG to explain the issue to them. The representative was very polite, took my information, and told me someone would follow up with me. After not hearing anything for approximately a week, I called back and I was told by the same representative that the email had been sent to the appropriate department to look into the issue on March 4, 2022, and that I should call back at the end of March as there should be some sort of resolution by then. Today (April 4, 2022), I called back and spoke with the same representative. She informed me that the only notes on the issue were hers, suggesting to me that no one else had looked into the issue or made any progress on it. She also told me to call back towards the end of April if I haven't heard anything. This was basically what I was told last time. Since she was able to see the issue in the system on her end, I'm not sure why it should take nearly 2 months of time to resolve the issue, and I have doubts that the company will issue the refund as they should.

  Business response

  05/18/2022

  Business Response /* (1000, 14, 2022/04/26) */ Contact Name and Title: Toni J******** Dir Admin Contact Phone: 407-423-5511 Contact Email: ************** We received a copy of the BBB complaint from patient ***** on 4/18/22 - the letter was forwarded to me for resolution when i returned from bereavement leave. The account states that a refund check in the amount of $271,05 was sent to Mr. ***** on Monday, April 18th. please let us know if you require any other information. Thank you - Medical Center Radiology Group Consumer Response /* (3000, 21, 2022/05/12) */ MCRG claims they sent me a check on April 18th, 2022. However, I have not received the check. I called and spoke with the same representative since then, and I was initially told to wait two more weeks because the check was only signed on the 18th and not necessarily sent. It has now been over 3 weeks and I have received mail several times since then, but I have still not received the refund I requested. I left another voicemail today requesting an update on the status of the refund. Without a satisfactory resolution, given that I've been trying to resolve it without taking formal legal action, I'll be forced to pursue other avenues of recovery. Consumer Response /* (2000, 24, 2022/05/12) */ I spoke with a few people from MCRG again today. During the most recent conversations, I learned that there was a miscommunication; the check was not actually going to be sent to me, but instead to my HSA. I contacted my insurance and they confirmed that they received the check and were applying it to my HSA, which I should be able to see shortly. From my original conversations, I was under the impression that the check was coming to me, which is why I unhappy about not receiving the check via the mail. With the confirmation that my insurance company has the check, the complaint is resolved.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I was issued a check for overpayment on a medical bill from a hospital visit. The check was issued on 4/13/2020 for $121.85. I did not immediately deposit the check, since it didnt have am expiration date on it and I was about to be laid off from my job. I set the check aside and didn't need it until I attempted to deposit it in January. I received a letter from my bank stating the check was stopped on 1/21/21. Afterwards I attempted to reach someone at MCRG to get the check reissued to me. I spoke with Sheila at extension 242 in March who told me that I would need to mail the check back an provide my account info and new mailing address. I mailed the check back on March 11th and called on the 30th since I had not seen it in the mail. I spoke with Sheila on the 30th who stated she would speak with the billing manager Jacquel about this. Since then I have been playing phone tag with Sheila, and even providing my hours that I was free to talk in voice-mails and each time I was providing my name, address, account info and the situation with the check. When I spoke to her on the phone it was like it never happened and she was saying she would elevate it to the billing department. The last time I spoke to her was November 1st, after I left a message stating I wasn't going to wait any longer and that no one ever helped send the check back. I told them I would file a complaint with the BBB. Sheila stated on 11/30/21 that she would be forwarding this to the billing department and would call back when the issue was resolved. I havent heard anything since. I have provided my new address several times in voice-mails and confirmed I mailed the check back, to which they state it was never received, and that it would be brought up to the billing team. I just want to be done with the issue because it has been drawn out far longer than it needs to. Any help with recovering the check is greatly appreciated.

  Business response

  03/11/2022

  Business Response /* (1000, 8, 2022/02/01) */ Contact Name and Title: Toni ********* Compliance Contact Phone: XXXXXXXXXX Contact Email: *****@mcrg.com we are in receipt of both copies of your letter of complaint - after reviewing the account,we show no indication that the original check was returned to us nor could the patient provide us confirmation that the check was returned to us. We have reissued the amount due to the patient. We sent our check #XXXXX in the amount of $121.85 made payable to Mercedes *******. the check was mailed to her via certified mail - as of 1/31/22 the letter is still in transit to the patient per tracking with USPS. Consumer Response /* (3000, 10, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't received the check and notified Sheila at MCRG over the weekend that my USPS notifed delivery messages showed me a preview of the mail and the apartment address was 3256. It has not been delivered and USPS was notified that it was not recieved. I spoke with Sheila on 1/31 and informed her of this. I sent a picture of the informed delivery scan showing the apartment number was wrong. She suggested to reach out to USPS to find out if it was being returned or held. I'm contacting USPS for more info. She stated to inform her if it would need to be reissued via email and was advised that as soon as I had someone inform me of where it is and if I could receive the check, that she would be notified. At the moment the issue is not resolved yet.

*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. ↩