ComplaintsforPlantation Open MRI LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of *************************** to POM MRI for a cervical and lumbar scan. I had already had issues prior to this date with the facility canceling my appointments due to authorization issues. There was a communication triad between myself POM and my Neuro where both asserted that the other was responsible for Insurance Auto. I contacted my insurance company who said auth requests come in. Doesnt matter from who. Several more conversations later and emails with ********* @ POM up to the day of my appt and I believed I was good to go. O asked the front desk several times if I was ok for the appt and they assured me I was. I was charged $150 per MRI and was explained that that was most likely for my deduct. It seemed reasonable so I paid, had my scan, got my cd and left. 5 min after I left I got a call asking me to come back as I needed to pay the rest of my bill?! I went back and was told that insurance didnt give auth and I needed to pay and additional $450. Long story short After research and communication with insurance on OUR end they did pay, I was only supposed to be charged $30 and trying to get $270 reimbursed is impossible. Theres no number to call to get management. No one answers the phone, Messages left go unanswered, emails are not returned. This company collected money under false pretenses and clearly trains its employees be complicit in its unsavory business practices. To have to go through this to collect $270 is laughable. I have emails, insurance statements etc to show the duplicitous nature of the business and I will shout it to the rooftops to anyone who will listen to not use this company!!

  Business response

  07/24/2024

  After investigating this POM has concluded the following: This person was seen for 2 MRI's in Jan 2024. The insurance she presented denied payment for these exams initially. After the patient fought with her insurance carrier, they finally issued payment for the 2 MRI exams to POM on 6-24-2024. Therefore she is owed a refund of $270 because she is responsible for a co-pay of $30. *** has tried to contact her to coordinate how she would like her refund processed, at this time she has not responded. I hope she screams from the rooftops about how her insurance company refused to pay for her exams, and what she did to get them to pay. That would be helpful for the many other people that have insurance and can't access treatments due to insurance denials.

  Customer response

  07/29/2024

   
  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.
  
  However, I would like to add that the response of POM MRI is based off of a handwritten note after multiple attempts from my insurance company to resolve the issue with POM MRI.   I have provided the BBB, who in turn, have provided POM with the email correspondence, and info from my insurance company, to show the timeline pertaining to POM MRIs lack of transparency, the heavy handed and deceptive manner in which they collected payment from me and  the deliberate manner of ignoring all attempts to communicate with the company.  
  I did received an email around 7/24 confirming intent to reimburse , which I promptly acknowledged and expressed my appreciation and have, to date,  not received the reimbursement or a return email.
   While I accept the businesss response and agreement to reimburse, they are again displaying a lack of professionalism in their business practices.  To be clear I have no issue with my insurance company.   If I did I would be contacting the BBB with a complaint about my insurance. The is only with POM MRI and its practices.  As evidenced by the many complaints lodged against the business for the same issues, I would hope that the company revises its communication failures in order to better serve the community that they make money off of.  

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

  Customer response

  07/29/2024

  Good afternoon,

  I sent you a response to say that the company agreed to reimbursement, which is satisfactory to me, but that the company has yet to reimburse me, nor respond back to me after my acknowledgement of their intent to reimburse.  
  

  I will give them a few more business days, and A few more attempts at communication, before reopening or lodging a new complaint against POM MRI. 
  

  **********************;

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Imaging center wont return calls or messages for over 2 weeks regarding a refund due. They overcharged me in office for my deductible on a procedure. My insurance explanation of benefits shows a lesser amount. I have been calling & emailing for a reason or ************* are dodging my calls.

  Customer response

  07/15/2024

  Refund of overpayment was sent to me via Zelle from the company. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It has been one nightmare trying to communicate and resolve the continuous billing issues with POM *************** Center. In 2023 I received services on 8/14, 9/15 and 12/6. Payments for all three service were fulfilled under the insurance carrier ****** *********** 8/14 - billed 1850, plan exclusion *******, ****** paid ***** and my copay of ***** was submitted online 10/12/23. 9/15 - billed 1850, plan exclusion *******, ****** paid ***** and my copayment was submitted online in the amount of ***** on 11/1/23. 12/6 - billed 1850, plan exclusion *******, ****** paid ***** and my copayment of ***** on 2/16/24 over the phone with *****. I have called repeatedly to disputed repeated billing for 9/15/23, spoke with ***** on 2/16/24 and faxed over receipts of payments at least 5xs before speaking to her and again directly to her (2 xs). I have left msgs for 2/20/24 for an Administrator, and personally went to the office to speak with an individual on 2/12/24, All of my efforts were fruitless. My last conversation with *****, I mailed in the payment for 12/06/23 omitting the security code forcing their hand to call me, whereas I asked her how many times must I submit proof of payment to you guys. Her response was I personally walked your email proof over to accounting and will do it again and mail your receipt for this current payment. Long story short, I am now receiving a bill for 12/6 service, which was paid to ***** on 2/16/24 over the phone. Lastly, I received a collection letter for ***** for short pay from ****** and for reading the **ray (per agent) for services on 9/15/23. Spoke to ****** regarding said charges and was told plan exclusion explanation and all charges not paid fall under this term : this provider is a member of your participating provider organization network. Services are discounted according to the negotiated rate, with the exception of copayments.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to the facility for imaging in November 2023. I was charged $180.08 plus a credit card fee of $5.40. Found out in December that my insurance paid them the $180.08 and I should not have paid the facility. Reached out to the billing department and spoke to *****. I was assured she would reach out to me when they received the payment from the insurance company and that I would be issued a refund. It is now March 6, 2024 and I have still not received my refund. I have left several messages on the billing department voicemail as well as the administrators voicemail. No return phone calls. I have called ***** in the billing department at extension 125 and have left messages as well as speaking to her. Every time I have spoken to ***** she has told me that the manager - ************************* is supposed to be issuing the refund and still nothing. I have read reviews that this is common practice with the facility for the last 5 years. This is insurance fraud - they are double billing. I literally call at least once a week. I should be compensated for my time and frustration as well. Maybe a class action lawsuit should be looked into as well since it seems to be a common practice with them.

  Customer response

  04/22/2024

  ***The BBB Has Received Additional Information From Consumer***
  

   

  Good afternoon,

  
  

  I have left several messages on the voicemail I was given when I filed this claim.  Not sure if it was the letter from BBB or me leaving a message stating that I had made the complaint with BBB but they suddenly called me within a day.  Months and months of no return phone calls or emails and this finally woke them up.  So thank you.  They refunded my money.

  
  

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

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my daughter for an *** of her brain with and without contrast February 2023, before my appointment I confirmed with the facility that they took my insurance and was advised that I only have a $50.00 co-copy. I paid the $50.00 copay upon rendering services.Fast-forward a few months later, I received a bill for almost $1600. I called my insurance, who reached out to the facility and turns out that the facility submitted the incorrect codes. I continue to receive bills but now for $215.00 and continue to call the facility, however, getting a hold of somebody who is nearly impossible, nobody ever calls me back. My insurance company had the same problem when they tried to follow up. Ive emailed them multiple times with an attached copy explanation of benefits, reflecting that Im covered at 100% with only a co-pay, but nobody calls me back or returns my email.Today I stopped in at the market facility and was told that I want to speak with somebody who is a 45-min drive for me. I asked for a phone number for a ***** who I was told I needed to speak with, but was told that he has bo phone number or email, which I find hard to believe. My daughter recently turned 18, and they have now transferred the bill from my name to hers and said this is our final notice, or she will be placed in collections. So, because the *** facility refuses to resend the bill with the correct codes we have to be punished with a new bill of $215 stating it must be paid or put in collections. Im completely disgusted!

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  DOS 06/28/2023 at ******* in cooper City location. The receptionist overcharged me over $600 and did not disclose a billing fee to me. They apparently knew I was owed a refund and did not bother to contact me. The employee from billing only contacted me after I complained numerous times and has still not resolved my issue. She then continue to argue with me stating she contacted me when I clearly have records she is lying. I hate to take this to court, but I will escalate this as necessary. It is over 2 months now with my money sitting in their accounts.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This company has knowingly overcharged me for co-pays for each visit. I have been to the facility for service at least 5 times being charged an additional $50 for each visit. When my spouse found out what I was being charged, she immediately reached out to the billing department via phone and email. After several attempts, she went to the office. They informed her that they were working on refunds and we would receive it in 2 weeks. That was 7 weeks ago. She stopped by the office 3 more times in that time frame with no resolve.It appears that this is a common practice for this business, which is fraudulent. I am positive that their records would reflect that I am not the only customer in this situation. At this moment, I want them to right a wrong and return all the money they overcharged me so I can seek services at another facility.

*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. ↩