ComplaintsforAdvanced Radiology Consultants of Kansas City

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went to a local ER on 11-19-2022 for emergency medical services. I received EOB's from my primary insurance showing all claims submitted to the insurance for this date of service. These EOB's showing what was billed, what was approved, what was paid, and what I may be billed. I received a bill from Advanced Radiology for $189.46 for the above date of service. No insurance was listed on the statement; however, I went online and provided it on their portal. I have since received another statement, dated 1-24-2023 showing the same balance stating my "insurance has been filed. You are now responsible for the balance of this account". The balance was the same was my original statement that had NO insurance listed, so I logged onto my health insurance account, and took a look at the EOBs, and Advanced Radiology has NOT filed any claim to my insurance. I called into Advanced Radiology, inquiring about why my statement from them showed that my insurance denied the claim, when the insurance has not received a claim, and they advised that they had filed a claim, but the insurance denied it. However, I confirmed with my insurance that NO CLAIM has been filed to them by Advanced Radiology, and confirmed that if a claim was filed, I would have a supporting EOB showing that the claim was processed, approved or denied, and so on. I ask Advanced Radiology for the claim number, as well as information from the EOB that they would have received from ****** directly, and the representatives state they cannot give this information out and ask me to call my insurance. When I call my insurance, they continue to say NO CLAIM has been filed. I am requesting that Advanced Radiology provide information regarding their claim to ************ number and reason from their EOB from ****** showing the denial.

  Business response

  02/27/2023

  I have spoken with *****, our billing partner this morning. The claim was sent to ****** three times and was rejected three times. Rejection is different than a denial. When a claim is rejected, a claim number is not created. I've attached the explanation from and screenshots from *****. I've also reach out to *** ***** by leaving him a voicemail. I've forwarded the email from ***** to *** *****, asking for a copy of his insurance card, so they can make sure everything is entered correctly and also requesting additional information on the hospital visit since the physician listed it as a trauma.

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

  Administrative Manager

  Advanced Radiology Consultants of Kansas City

  Customer response

  03/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:  Per your screenshots and records, you do NOT have the correct insurance information listed. The insurance card was provided at the time of service at the hospital. Per the hospital, they send this over to you, via fax, and have all the insurance information listed on the cover page. The hospital has billed my insurance and received payment for the services. Not only has the hospital provided you with the insurance, but I have also provided the insurance information to you on numerous occasions, and per your screenshots, you still do not have the information correct. This would explain why the insurance is denying the claim, and why I am not receiving an EOB for the charges. The insurance information is as follows:

  Per ******* if you are having issues, you can reach out to the provider line directly. It is my responsibility, as a member and patient, to provide you with accurate and up to date insurance information to ensure that you can bill the insurance. I have done just that, and in fact have done it numerous times. This will be my last attempt at providing you with insurance information. If this continues, I will escalate this and file a complaint with the CFO, Wright Memorial Hospital, Department of Insurance, and with ************** regarding your billing procedures.

  Regards,
  ****** *****

  Business response

  03/08/2023

  ******** ***** spoke with the billing provider (****** and was able to resolve the issue. ******** emailed on 3/7/23 and said she would close out the BBB and believed the issue was being handled by *****. (attached)

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

  Customer response

  03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  ****** *****

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In July 2022, I had 2 knee x-ray exams at ******** County Hospital in Garnett, KS. At check in for that appointment, I supplied my insurance card to the hospital. I was billed in September 2022 for $73.64 which had not been billed to my insurance at which time I got on ********* and entered my insurance information as instructed on their statement. In October 2022, I received another bill stating that I still owed $73.64. I again checked with my insurance company which confirmed again that this bill had not been sent to my insurance. On 10-31-22, I again got on ********* and entered my insurance information again. At the end of November, I received a final notice bill from the company again for $73.64. On 12-1-22, I checked with **** who again confirmed that they had received no claim from the company for my account. On this same day, I reached out to the company this time by email. On 12-3-22, I received an email back from someone at the company with a preprinted message of how to update my insurance information on *********. At that time I let them know that I had already done this twice. On 12-8-22, I received the following message from them: Thank you for email, I have refiled your claim to the insurance accordingly. Please allow additional time for processing. You can always monitor your account status online. Pending charges will be listed in the first box on the home screen. Once the claim processes, it will show as a current charge. Now on 1-4-23, almost a month later, I have reached out to **** who again states that they have not received a claim and when on get on ********* it tells me that they have reported me to collections.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received just a second bill from this company for $950 stating that it was a Final Notice. I felt it was unfair to ask for a full payment on just a second written notice. Upon contacting their customer service to try to get a discount, I was rebuffed and I wound up paying the full amount. I request any reasonable restitution for this very expensive inconvenience. Please keep in mind that this is only the second time I had ever received a bill from these people.

  Business response

  06/14/2022

  Regarding patient compliant ID ********, the patient was sent a statement of his balance on 3/4/22. The patient called in 5/24/22 and updated his insurance information. The representative updated his insurance information and filed the claim with his insurance. The patient then inquired about paying the balance and not submitting to insurance, so the representative transferred him to the payment processing center. The patient paid in full at the same time the claim had already been filed. Insurance has now paid the claim except for the patient portion of $40.37. A refund of $909.63 has been issued to the patient. The patient was notified and is happy with the outcome.

  Customer response

  06/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  A representative from the company called me yesterday to relay the news to me, so all is now good.
  

  
  Regards,
  ******* ***********

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a medical emergency in May 2020, I was transported to the hospital and multiple diagnostic studies were required to confirm a diagnosis. I received billing, I was told they didn't accept HSA cards and was making payments out of pocket monthly. My account was sent to collections without notice or information about why and I reached out to the provider and after some time received a response that it was an error. they recalled the billing and I paid off the balance, this time they allowed me to use my HSA. 6 months later I've received billing again that was part of the original bill and reached out to find out why. After weeks of follow up emails, they finally responded by telling me to contact someone else but won't provide a payment ledger or explanation as to what happened or why the balance exists.

  Business response

  12/20/2021

  Thank you for your recent letter regarding the complaint submitted to your organization by ****** ******  ***** ********* *** provides medical billing management services on behalf of Advanced Radiology Consultants of Kansas City.  As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Advanced Radiology Consultants of Kansas City.
  
  Our review of the patient’s account has resulted in these findings: 
  
  • The balance was canceled with the collection agency on 3/5/21.
  • The balance of $157.69 was adjusted on 10/8/21.
  • There is $0.0.0 due on the patient’s account. 
  
  We regret for the inconvenience this has caused ****** ******.  At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
  
  If you have any questions, please feel free to contact me by e-mail at *****************************
  

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