ComplaintsforAthens Radiology Associates

• Initial Complaint

  05/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Radiology Associates of ************* regarding a billing issue that we have encountered. The specifics of my complaint are as follows:On March 15th 2024, my husband underwent an MRI at Radiology Associates of *************. Prior to the procedure, we were given an overview of the cost of the **** which did not include any additional fees. It was made clear to all account representatives that he is a self-pay patient, and we repeatedly have confirmed this on his account status and with all previously dispensed bills. Thus, the self-pay status was confirmed multiple times before the services were rendered. All discussions and estimates provided to us reflected this self-pay designation.Despite this, we received a bill (5/1/24) for $410.00 that did not include a self-pay insurance adjustment. This adjustment was supposed to reduce the total amount due, as discussed with the representatives and in accordance with his self-pay status. The bill he received was unexpected and does not align with the quotes and discussions held prior to the MRI.We contacted Radiology Associates of ************* to resolve this issue, but efforts have been unsuccessful. The billing department has not provided a satisfactory explanation or adjustment to the bill, despite acknowledging his self-pay status at the hospital.I believe this situation reflects a significant oversight and a lack of transparency in the billing process at Radiology Associates of *************. I request the Better Business Bureaus assistance in resolving this matter. Specifically, we seek:1. An adjustment of the $410.00 bill to reflect the self-pay insurance adjustment as originally quoted and discussed.2. A review of the billing practices at Radiology Associates of ************* to prevent similar issues from occurring in the future.Thank you for your time and assistance in this matter. We look forward to a prompt resolution.

  Business response

  05/28/2024

  Our reading fee (professional fee) is a separate bill from the hospital charge (technical fee).  *** hospital would not have included this in their estimate.  We are happy to give the prices of reading fees if the patient will call our office.  We have a website, www.athensradiology.com that has all of our contact information.  *** hospitals have our contact information as well to give to the patient to call to get the cost of reading fees.  ***y usually tell the patient there is a separate reading fee in addition to the hospital's technical fees.  We are happy to give the self pay discount if we are made aware that the patient is self pay, by calling our office.  We are addressing this matter with our billing office as well.  We will reach out to the patient to address this also.

  Customer response

  06/03/2024

   
  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. I just received a call from the business with a slight refund and information that these fees should have been previously disclosed to us by the accounting department of the main hospital.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a statement in the mail dated 7/19/23 for services dated 7/12/23. On 7/25 I submitted a message via their patient portal asking about details of the charges and asking if there is a self-pay (non-insurance) adjustment in the price. After not receiving a message I subbmitted a follow-up message and then called the call center 8/14. I was told that the discount would have to be applied within 30 days of the service. When I told them I submitted a message requesting this 7/25, should said "too bad". I asked to speak to a manager and she said someone will call me back. No one has called me back. I attempted to call the Athens office directly and they directed me to their ****** and would not help me. This company is horrible to deal with--an example of customer NO SERVICE. As a self-payer, I am asking for a reasonable discount so that we can go ahead and pay the bill. There seems to be no way to get to a legitimate individual who has a clue and is willing to discuss the account.Account number *************** You can reach my husband ******* to discuss further at ************.

  Business response

  08/30/2023

  We just received the first complaint and the 2nd complaint at the same time in Monday's mail, both at the same time, so we were not aware there was a complaint until now.  The BBB did not send us the first complaint in a timely manner therefore they did not give us the opportunity to respond.  We will review this issue with our billing office, and respond asap.  Anytime we get a request from a patient to help with their bill, we do so promptly. We would not refuse to help them.  They simply have to call our office and ask.

  Business response

  08/30/2023

  The patient was given the self pay discount that she requested from the billing office on 8/17/23, 3 days after she filed a complaint with the BBB.

  We have never received a message or any communication from the patient that there was a problem with her account.  Therefore, we did not have the opportunity to help resolve the problem.

  We believe her account is resolved now since she has received the discount she requested.

  We have brought this issue to the attention of the billing office.  All customer calls and communications that the patient has with the billing office are recorded for quality control purposes.  We can have them review what the representatives communicated to her.  We don't believe there was any wrongdoing on their part.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Athens Radiology associates sent me to collections for $27 in which they NEVER sent me a bill. When I look at their reviews online apparently this is a common occurrence and should be illegal. I dont understand how theyre allowed to do this and this should be investigated.

  Business response

  07/24/2023

  Two bills were mailed to the address on record on 2/10/23 and 3/27/23.   Being sent to a collection agency does not affect the patient's credit.  The collection agency is our secondary billing resource when patients do not respond to their bills.  If the patient pays the $27, the patient would not be affected in any way.  

  Customer response

  07/24/2023

  Well then they must have the incorrect address on file. I have lived here for 3 years. The hospital sent over a bill to my correct address as well as well as the collections agency. My address is the one the collections agency has: ************************************** Athens ** *****

  Business response

  08/03/2023

  As stated before, two bills were mailed to the address on record on 2/10/23 and 3/27/23. The address that the billing office has on file is electronically submitted to our billing office from the facility where the patient was seen.  All contact information that the billing office has on file is what the facility has sent to us.

  Being sent to a collection agency does not affect the patient's credit.  The collection agency is our secondary billing resource when patients do not respond to their bills.  If the patient pays the $27, the patient would not be affected in any way.  

*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. ↩