Complaints

This profile includes complaints for Advanced Radiology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Radiology

  7523 Ambassador Rd Windsor Mill, MD 21244

• 

  Advanced Radiology

  203 Hospital Dr, Ste. 100 Glen Burnie, MD 21061

• 

  Advanced Radiology

  PO Box 64580 Baltimore, MD 21264-4580

• 

  Advanced Radiology

  7556 Teague Rd STE 200 Hanover, MD 21076

• 

  Advanced Radiology

  305 Hospital Drive Glen Burnie, MD 21061

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.

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to Advanced Radiology to have a procedure done on January 24th. At the time of service, I was told that I had to pay $550. I asked why and was told that there was a $50 co-pay and $500 would be applied to my deductible. I asked if I could pay the co-pay and be billed the additional amount as I didn't think that was correct. I was told that I had to pay the entire amount at the time of service or I couldn't get the procedure done. I paid because it was important to have this done and there is no other imaging option in my area. I have another medical procedure that is coming up and when I checked my insurance I was surprised to see that nothing had been applied to my deductible. I called Advanced Radiology to see where my $500 was. They said they would submit a request to have it refunded to my credit card but it would probably take a minimum of 15 days. This will mean that I will incur finance charges for 2 pay cycles equal to about $15. This is bad business and not an acceptable way to treat patients.

  Business Response

  Date: 02/27/2025

  This is to verify that we have reviewed all aspects of Ms.******** complaint.
  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an ******************** Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270real-time connection to the insurance.  A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, ************* and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  Ms. ******* was seen on 01/24/2025 at Advanced Radiology to receive *** services. Based on the 271 response at the time of service, ********************* gave an estimated out-of-pocket cost of $50 co-pay and a $500 deductible, which Ms. ******* paid via credit card. After the services were adjudicated, we received an Explanation of Benefits (EOB) on 2/19/2025 from ********************** that indicated a patient responsibility of $******** is unclear why ********************** did not process this towards her deductible. As a result, there was a remaining credit balance of $500.00 on Ms.******** account.
  On 02/21/2025, Ms. ******* contacted Advanced Radiology requesting a refund of her overpayment. On 02/26/2025, a refund of $500.00 was issued to the credit card used at the time of service.
  As previously stated, the time-of-service payment collection amount is provided by **********************. Should there be any discrepancies in the amount we have collected, Ms. ******* will have to reach out to her insurance. As a service provider, we are not responsible for any expenses incurred as a result of Ms. ******** time-of-service payment quoted by her insurance.
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We greatly appreciate your assistance and cooperation in achieving a resolution.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22973468
  
  I am rejecting this response because:  I did receive a refund but initially it was only for $445.  I had to inquire about the remaining amount.   At first I was told that there was an outstanding balance of $30 for another procedure.  I reminded them that I was supposed to be billed for that and it should not be a consideration in this situation.  Additionally, $445 + $30 does not equal $500.  I was then given the remainder of the refund.  After this situation, I went back and reviewed the past 4 years of procedures that I had been billed for and refunds that I have received.  There seemed to be a significant discrepancy.  I mentioned this to the person I was speaking with (********).  She said that I could call her the next day and we could review the billing history.  I have tried to call her multiple times and have not gotten a call back.   
  Sincerely,
  
  **** *******

  Business Response

  Date: 03/05/2025

  On 02/26/2025, we issued a refund in two separate transactions of $445.45 and $54.55 to the credit card used at the time of service, which totaled in the amount of $500.00.

  Customer Answer

  Date: 03/05/2025

  It is true that they issued the refund.  However, they initially issued a refund of $445.  I had to argue with them to get the full amount.  After further investigation, I found that this has happened many times over the past 4 years.  I pay a very high amount based on an estimated claim amount.  I am then, sometimes, issued a refund but there is no reference to what claim the refund applies to and it never matches the difference between the amount charged and the amount that my insurance company says that I owe in the EOB.  I believe that this company is scamming vulnerable patients out of thousands of dollars.

  Customer Answer

  Date: 03/10/2025

  I am not satisfied with this response.  To add insult to injury, I just got ANOTHER bill from Advanced Radiology for the same service.  So not only did I have to over pay by $500, but now, after begrudgingly giving me my refund, they are asking for more money.  I just got a bill for $54.55.  That is the amount of the 2nd refund that gave to me.  After my first complaint they refunded $445.45.  I said that I wanted the full $500.  They then gave me $54.55.  Now they are asking for that back????   What kind of scam of company is this.  I verified my EOB with my insurance company and my liability for that service was $50.00.  

  Customer Answer

  Date: 03/11/2025

  I have attached my EOB for this service.  It shows that my responsibility was $50.  I paid $550 at the time of service.  I requested a refund of $500. Advanced Radiology continues to try to scam me out of money that I don't owe.

  Business Response

  Date: 03/11/2025

  As stated in our previous response on 03/05/2025, we issued two separate refunds of $445.45 and $54.55 on 02/24/2025 totaling $500.00 back to the credit card(Last 4 digits 2661) used at the time of service. I have included a screenshot showing the refunds were systematically issued back to the credit card in two transactions and also included a system generated statement that shows the payments were moved on 1/24/2025 to the ***** procedure and then refunded on 2/24/2025. Balance owed at this time is $0.00. No additional refunds are owed as the $500.00 has already been refunded.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was seen by this provider on Jan 8. The day before, I called for the appointment and was told that it would be over $600. This didn't sound right based on my knowledge of my insurance coverage, but I was told that I would have to call my insurance company to verify. I did not have time and made the payment using my FSA so I would get the scan completed (I was informed the scan could not be completed without prior payment). My insurance processed the claim on January 16. In the past, when AR made billing errors with previous insurance, I received a check in the mail. I did not hear from them and called on February 12. I was told that the refund process had not been started and would take ***** days. This is unacceptable given the amount of money involved. It is also unacceptable that AR would overcharge this amount and then not be proactive in refunding the money.

  Business Response

  Date: 02/17/2025

  This is to confirm that we have fully reviewed and responded to all aspects of Ms. ******* complaint.

  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an ******************** Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270real-time connection to the insurance.  A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible - including Co-payment, ************* and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.

  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  Ms. ****** was seen at Advanced Radiology on 01/08/25 for a hepatobiliary scan. The estimated visit cost for Ms.******* exam was $603.53, per the 270/271 response. Ms. ****** paid approximately $603.53 at the time of service.

  Ms. ******* insurance processed the claim on 01/22/2025 and showed a patient responsibility of $40.00. Ms. ****** contacted Advanced Radiology on 2/12/25 regarding a *********. ****** stated the customer service agent advised that the refund process would take ***** days.

  Our general overpayment/credit balance process is handled systematically, with refunds being issued every ***** days once insurance claims have been adjudicated. If a manual request for refund review is received, it removes the service from the general overpayment/credit balance queue and into a manual review workflow, which can result in a refund taking between ***** days from the date of request.

  Once a refund is requested, the account undergoes a manual review to ensure all current and previous dates of service are resolved prior to issuing any payments. Upon review of Ms. ******* account, it was found a balance of $14.22 was owed to her 01/02/2025 date of service. As a result, this brought the total to be refunded to the amount of $549.31, after reconciling her previous balance, and applying the $40.00 co-pay.The refund of $549.31 was issued back the credit card in which the payment was made on 02/13/25. Please allow up to 5 business days for the refund to reflect on Ms. ******* account.

  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.

  We greatly appreciate your assistance and cooperation in achieving a resolution.

  Customer Answer

  Date: 02/28/2025

  Hi - 

  My apologies for the delayed response. I had surgery on 2/18/2025 and was not able to respond within the 5 business days allotted. 

  They still didn't refund the amount that they should have. They refunded $549.31, which was reflected on my FSA on 2/19/2025 and they stated in their response was the amount refunded. The amount I paid was $603.53. According to my insurance, I owed $40. Therefore, they still owe me a refund of $14.22, which was never issued. They said this was the discrepancy, but their math is wrong. Total refund should be $564.53. 

  Further, I would like to know why I was overcharged by so much. There must be some sort of training issue or system issue for there to be such a difference in what I should be charged verses what I actually was charged. I had this happen on a different ********** Blue Shield plan in 2023 and 2022, though I recall those amounts were closer to $75 and received via check. I also wonder if they would have refunded me had I not requested it. These are questionable, unethical billing practices for a medical institution. 

  Business Response

  Date: 03/04/2025

  See attached letter for our response and also EOB copies.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was scheduled and confirmed for two test to be done on Sunday 4/28/2024. I was notified by a message left on my phone that my appointments have been canceled. This was due to not having a prior authorization from my insurance company. Due to the fact that Advanced Radiology didn’t request authorization until 3 days prior to my confirmed appts.these appointments were made 4/8 & 4/10. I was not offered to do a self pay. Which I would have done to get my testing. Now I will be waiting 3 more weeks for my needed testing.

  Business Response

  Date: 06/05/2024

  Patient had two exams for 04/28/24. One exam was scheduled on 04/09/24 and the other 04/10/24. Patient’s exam required authorization. Insurance authorization was checked by Insurance Verification Department on 04/25/24 and was not approved. Due to the carrier’s approval process, authorization would not be received for time for 04/28/24 appointment, and the exam was cancelled on 04/25/24. This prompted an automated message to be sent to notify the patient that exam authorization was pending. Exams were rescheduled for 05/19/24. Referring physician’s office contacted Insurance Verification Department and was notified patient could schedule as a self-pay as soon as possible. Referring physician declined because appointment was scheduled for 05/19/24. Exams scheduled for 05/19/24 subsequently cancelled by patient.

• Initial Complaint

  Date:03/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 daughter went to advanced for an mri on 11/18/2023 we were told the $250 deductible wiould be collected at that time I had a flex spending accct and was prepared to pay this bill. they refused to collect it and was told we would get a bill. Well I did recieve the first bill but in January and I could no longer use flex spending. I called in january and spoke with a young lady miaia? and she informed me it would be ok as long as every month. I attempted to make my march payment and found the acct had been sent to collection. After a discussion with Matilda she informed me it was sent to collection on March 13th and that they had to reach my daughter ***** in order to discuss further. she told me they would reach out. ***** heard nothing friday and called this am and i was granted permission to make pmts. When I called. today I reached Jackie she informed me that it takes 45 DAYS before i can make a payment and in full would be required because they dont take month payments. I am in the medical field and cannot believe with copays as high as they can be in radiology that there is not payment plan. They need to retrain their payment office. As a young person staring out and trying to build a credit rating this is very upsetting. AGAIN I MADE A $50 PAYMENT IN JANUARY, FEBRUARY AND TRIED TO MAKE MARCH. This practice should be investigated.

  Business Response

  Date: 04/09/2024

  This is to confirm that we have reviewed all aspects of Ms. ****** complaint. 
  After a thorough investigation into the patient's account and complaint, it has been determined that we received payment and an Explanation of Benefits (EOB) from the patient's insurance on 12/13/23. The EOB showed that there was a patient responsibility of $250.00 in the form of a copay. A billing statement was sent to the address on file on 12/14/23 (attached). We received a payment of $50.00 from the patient on 1/12/24. A third and final statement was sent on 2/12/24 (attached) advising that the account would go to collections if not paid in full or if no response received by the patient within 30 days. We received another $50.00 payment on 2/23/24 but there is no record of a call being made and the account was turned over to collections on 3/13/24. 
  We have no record of a call from the patient until after the balance had been sent to collections. Unfortunately, we do not offer payment plans at this time. As a result, we have concluded no wrongdoing on the part of Advanced Radiology.
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We greatly appreciate your assistance and cooperation in achieving a resolution.

  Customer Answer

  Date: 04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** **** *****

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Why does it take 30 minutes to log on? Ridiculous website. Your app has changed and it was so easy to get results. Please improve it. To date I could not get my results for a service I paid.

  Business Response

  Date: 02/05/2024

  2/5/24- Spoke to **** *****, Patient states that when she went to log in our portal that her code did not work and was very slow. She has since logged on again and has had no more issues and has been able to see her records without delay. We discussed that this was most likely a temporary Technical Issue that has been addressed since she has since been able to view her records without delay. Issue has been Addressed. 

  Customer Answer

  Date: 02/05/2024

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Just received a bill from Advance Radiology for a diagnostic mammogram that was performed on 12/08/2017!!! I have no way of knowing what my insurance paid, as the online records for my company do not go back 6 years. I do not believe I am responsible for ANY AMOUNT due after 6 years. Why would a company as large as Advance Radiology take 6 years to bill me??? $29.22....

  Business Response

  Date: 12/18/2023

  Dear Ms. ****** - 

   

  After an in-depth review of your account, it appears there was a statement hold on your account which caused the statement to not generate for your 12/8/2017 service in a timely manner. I have sent your account to the systems team to look into why this happened and what triggered the statement to go to you on 12/10/2023. I have also requested the the balance owed from 12/8/2017 be adjusted off due to our systematic issue and the amount of time that has passed.

   

  I sincerely apologize for any frustration or confusion this may have caused. It is always our goal to provide correct and accurate billing to patients and providers within a timely manner. If you have any further questions, please let me know.

   

  Laura ****, RCC

  Quality Assurance Manager

  Customer Answer

  Date: 12/18/2023

  I believe this bill was not sent in a timely manner and I cannot access my insurance infor from 6 years ago, therefore I do not  feel the balance should be paid.

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  5/10/23 I went to Advanced Radiology for my Bi-Annual Dexa Scan, was told my insurance AARP Medicare Advantage was in network, I had no co-payment. 7/27/23 I went to AR for spinal X-Ray, was told my insurance, AARP Medicare Advantage was in network, my co-payment was $15. 7/27/23 I went to AR for my annual Screening Mammograms, was told my co-payment was $0. 9/13/23 I went to AR for a Diagnostic Mammogram, was told my insurance, AARP Medicare Advantage was in network, my co-payment was $20. AR is billing me for an approx. total of $149.41 because AARP Medicare Advantage is out of network with Advanced Radiology starting Jan. 1, 2023. This happened even though on 8/15/2023 I spoke on the phone with "Claire" at Advanced Radiology's Patient Services Dept. who assured me my insurance coverage, AARP Medicare Advantage, was in network. She put my bill on "review status" and requested a Claims Specialist to contact AARP to verify coverage. 10/9/23 at 11:50 AM I WebChatted with Advanced Radiology to see if AARP Medicare Advantage would be in Network with Advanced Radiology in 2024. The agent who webchatted with me wrote "We accept AARP Medicare Advantage and will continue to do so." 10/9/23 at 1:12 PM I spoke with Adam, Advance Radiology Customer Service Representative, who said AARP was currently in Network with Advanced Radiology 8/30/23 I received a letter from Advanced Radiology saying my claim for radiology services has been sent back to my insurance provider for "reconsideration" AR wrote "the office manager pulled the calls and was able to verify the agent did tell you they were in network. They confirmed there may be configuration concern with their system. When the appointment was scheduled a green tick was displayed, which is what the agents use to inform patients of network status." AR will not accept any responsibilty for it's (admitted) system error and has sent these bills to Business Review Systems, a Collection Agency.

  Business Response

  Date: 12/21/2023

  Dear Ms. ***** - 

   

  We have placed a temporary hold on your account and requested all your services from 12/15/2022-Present for Advanced Radiology be pulled from collections while we work with your insurance to ensure proper processing of your claims. We have spoken to your insurance and they processed out of network, however, they are an in network provider. Although your claims were billed to your insurance correctly, their system processed them as out of network in error. This is an issue with the insurance that we have escalated to leadership to work directly with the payer to sort out. Please be advised, claims reprocessing can take anywhere from 30-45 days. Billing activity on your account will  cease temporarily while this reprocessing is taking place.

   

  I sincerely apologize for the inconvenience this has caused. We will be in contact with you once we have received more information from the insurance.

   

  Thank you,

   

  Laura ****, RCC

  Quality Assurance Manager

  Customer Answer

  Date: 12/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this next step is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a CT scan performed on March 20, 2023; at which time Advanced Radiology charged me a deductible of $57.51. On June 17, 2023, CIGNA my insurance company paid the bill from advanced 100% and no deductible was due. On Aug. 10, 2023, Cigna faxed a copy of the EOB to Advanced. I have made several attempts by phone for months to get a reimbursement from Advanced Radiology or talk with a supervisor with no success at all. Each time I have called I get the same answer that it is under review, and they would send an email to have a supervisor call me per my request, but I never received a call back from any of the requests. My last attempt was on October 10, 2023, and got the same response as all the other calls that it is still under review and a supervisor should be calling me.

  Customer Answer

  Date: 10/26/2023

  On October 25, 2023 I received a letter in the mail from Advanced Radiology indicating that my claim has been sent back to my insurance company for reconsideration.

  It also states:

  "Your claim for radiology service at Advanced Radiology PA has been sent back to your insurance for reconsideration. For further information on the processing of this new claim, please contact your insurance company. Once your claim is processed, you will receive an explanation of benefits from your insurance, Please allow 30-45 days for your insurance claim to be processed"

  signed RadNet Management, Inc. Physician Services Revenue Cycle Operations.

   I’m not sure why it would need to go back to the insurance company at all if the issue has been resolved they have already issued the check for payment. I’m a bit confused.

  Business Response

  Date: 10/26/2023

  Mr. ****** - I reached out to the Customer Service manager to inquire why that letter was sent. It appears the incorrect letter template was selected and you can disregard that letter. Your account reflects zero balance and there are no pending claims on your account. I apologize for any confusion in this matter.

  Bureau Response

  Date: 10/27/2023

  Stephen ******
  *** ******* *** *************** *****
  
  
  Dear Stephen ******:
  
  This message is in regard to your complaint submitted on 10/11/2023 against Advanced Radiology.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Advanced Radiology. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Mr. ****** - I reached out to the Customer Service manager to inquire why that letter was sent. It appears the incorrect letter template was selected and you can disregard that letter. Your account reflects zero balance and there are no pending claims on your account. I apologize for any confusion in this matter.

  Customer Answer

  Date: 10/30/2023

  Thanks

  Should the account show a zero balance or a credit? The $57.51 is still due. No check has been received.

   

  Thanks

  Business Response

  Date: 10/31/2023

  Hi Mr. ****** - 

   

  Your refund of $57.51 was issued on 10/24/2023 via check. Depending on the postal service, it can take 5-7 business days for your check to be received by mail. Attached is a copy of your zero balance statement.

   

  Thank you.

  Bureau Response

  Date: 10/31/2023

  Stephen ******
  *** ******* *** *************** *****
  
  
  Dear Stephen ******:
  
  This message is in regard to your complaint submitted on 10/11/2023 against Advanced Radiology.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from Advanced Radiology. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  

  Hi Mr. ****** - 

   

  Your refund of $57.51 was issued on 10/24/2023 via check. Depending on the postal service, it can take 5-7 business days for your check to be received by mail. Attached is a copy of your zero balance statement.

   

  Thank you.

  Customer Answer

  Date: 10/31/2023

  It was stated that you reached out to the Customer Service manager to inquire why that letter was sent. You stated it appears the incorrect letter template was selected and I could disregard the letter and my account reflects zero balance and there are no pending claims on my account.

  Just today October 31, 2023, I receive another letter in the mail from Advanced Radiology indicating that my claim has again been sent back to my insurance company for reconsideration. If the incorrect letter template was selected as stated I don't understand why I would receive a 2nd letter stating the same thing as the 1st? Could this have happen again?

  Still looking for the $57.51 refund that was paid on March 20, 2023.
  

  Still confused. 

  Thanks
  

  Bureau Response

  Date: 11/21/2023

  Laura ****
  Advanced Radiology
  **** ********** ** ******* **** ** ***** 
  
  
  Re: ID * ******** - Stephen ******
  
  Dear Laura ****:
  
  Thank you for your cooperation in responding to the above consumer's complaint.
  
  We forwarded your response to Stephen ******. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
  
  The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Bureau Response

  Date: 11/21/2023

  Stephen ******
  *** ******* *** ************ ** ***** 
  
  
  Dear Stephen ******,
  
  This message is regarding Complaint ID * ********* Advanced Radiology
  
  Your complaint is closed for one of the following reasons:
  
  We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
  
  OR
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

  
  If this is the case, please reply to this email and for the complaint to be reopened so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
  
  Please note, the text of your response may be publicly posted on BBB's website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information. 
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-#### MESSAGE FROM BUSINESS:
  
  

  Hi Mr. ****** - 

   

  Your refund of $57.51 was issued on 10/24/2023 via check. Depending on the postal service, it can take 5-7 business days for your check to be received by mail. Attached is a copy of your zero balance statement.

   

  Thank you.

   

  Customer Answer

  Date: 11/21/2023

  This has been resolved and I have received the refund from Advanced. 

  Thanks to all,

  Bureau Response

  Date: 11/21/2023

  Laura ****
  Advanced Radiology 
  **** ********** ** ******* ***** ** *****
  
  
  Dear Laura ****:
  
  This message is in regard to a complaint submitted to BBB about your business on 10/11/2023 by Stephen ******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  
  MESSAGE:
  
  

  This has been resolved and I have received the refund from Advanced. 

  Thanks to all,

• Initial Complaint

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Advanced Radiology overcharged for 2 procedures and issued a partial refund only. When contacted about additional money due I was first cut off by one customer service representative and then told by the next one that someone had to review it.

  Business Response

  Date: 10/20/2023

  This communication is in response to the referenced complaint. We have reviewed all aspects of the grievance and summarized our findings below.
  
  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an EDI (Electronic Data Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a “270” real-time connection to the insurance.  A “271” response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, Co-Insurance, and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  For Ms. *******  6/14 date of service, there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $5.75.

  Ms. ******* 6/22 date of service, we collected $69.20 at the time of service for her services based on the information provided by her insurance. After secondary insurance adjudicated the claim on 7/19/2023, there was only a patient responsibility owed of $2.74. A portion of this time of service payment was applied to her 6/14 date of service to cover the balance owed by the patient. This leaves a remaining credit balance of $60.71.

  Ms. ******* 6/29 date of service, we collected $39.26 at the time of service for her service based on the information provided by her insurance. At this time, her previous dates of services we still in process with the insurance, and therefor would not reflect that there was a current credit balance on the account. After the secondary insurance processed this claim on 7/2682023, there was only a patient responsibility owed of $8.36, leaving an additional credit balance of $30.90. 

  Ms. ******* 7/20 date of service,  there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $2.74. A portion of the patients previous overpayment was applied to cover this patient responsibility. 

  Ms. ******* 7/21 date of service,  there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $0.69. A portion of the patients previous overpayment was applied to cover this patient responsibility. 

  Patient also had a previous date of service, 5/10/2018 that was in collections for $7.74 balance owed. This was reversed from collections and payment of $7.74 was applied. 

  Total patient payments received was $108.46 and total Patient responsibility owed between all dates of service mentioned$28.02 .

  After all payments were applied to applicable open balances owed by the patient, there was a remaining credit balance owed back to the patient in the amount of $80.44 which was refunded to the patient on 8/29/2023.

  Our standard turnaround time for processing patient overpayments and refunds is 15 business days. We processed Ms. ******* refund within one week of her last date of service insurance adjudication. 
  
  Please be advised, it is our policy to wait for all pending claims to adjudicate in our system prior to refund patients any over payments as well as issuing any statements. In this situation, there was multiple payments that were moved to apply to other open balances owed.

  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We apologize for any delay in resolving this inquiry and greatly appreciate your assistance and cooperation in achieving a resolution.
  
  Regards,

   

  Laura ****, RCC

  Quality Assurance Manager

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing on behalf of my son ****** ****** who had an MRI on 06/20/2023. My son has ***** insurance. Advanced Radiology told my son he had a $600.00 deductible and in order to have the MRI done would need to pay $600.00. ****** took out Care Credit and $600.00 was paid to Advanced Radiology. Initially the claim for the MRI was denied by ***** due to lack of preauthorization for MRI. Spoke with Jose in billing and Jose stated that the claim would be written off and a $600.00 refund would be sent back to ******. Called on 07/18/23 spoke with Wendi in billing and was told this takes around 3 weeks for refund to process. On 07/24/23 spoke with Patty and was told the claim was resubmitted to ***** on 07/20/2023. I checked my ***** account and the current EOB stated that ***** paid Advanced Radiology $408.00. On 08/08/23 spoke with Sabrina in billing and was told the account was closed- i explained that ***** paid $408.00 and that there should be a refund of $600.00. on 08/21/2023 spoke with Janigua and was told that they recieved the EOB dated 07/11/2023 and that the account was sent over the review department who would send out the refund and this would take around 15-30 days. On 09/11/2023 called and spoke with Dynea who was very rude and kept cutting me off when trying to explain. According to Dynea this account is still sitting in the review department. Advancded Radiology has been paid $600.00 by my son and $408.00 by *****-this is double dipping for payment and it seems everytime you call the billing department you just get a run around. I myself work for a hospital billing department and it does not take for 1 over 60 days to process a EOB and payment from ***** and also to have staff review the account and send out a refund check. This is not the first time that I have had problems with the billing office at Advanced Radiology.I also asked to speak with a supervior and was told this would take 72 hours for a supervisor to call me back. I would like refund

  Business Response

  Date: 10/25/2023

  This is in reference to ****** ******’s account.
  
  This is to confirm that we have fully reviewed and responded to all aspects of Ms. ********** complaint.
  
  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an EDI (Electronic Data Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a “270” real-time connection to the insurance.  A “271” response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, Co-Insurance, and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated.
  
  The 271 response received from the insurance at the time of service showed a deductible amount of $600.00 which was collected from the patient. Unfortunately, when the claim was submitted to the insurance carrier, the authorization information was not transmitted correctly causing a denial for lack of prior authorization. This denial is not the responsibility of the patient. We have adjusted our system to reflect no patient responsibility and have initiated a refund to the patient for $600.00 back to the credit card used at the time of payment. We apologize for any frustration this incident may have caused. 

  If patient used care credit to pay for service, the refund will be issued back to care credit. Patient will then need to request a refund through care credit.

  
  Please be advised that system errors of this kind are extremely rare and in no way indicative of a trending issue. Only after an in-depth investigation into the payment postings were we able to locate the root cause of this unfortunate incident. We have forwarded the account to our Cash and Reconciliation leadership team for research and they will be reaching out to our reconciliation software teams to further determine what caused this to happen and work on solutions for preventing any future occurrences.
  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company and tracking those inquiries through completion.
  
  We apologize for any delay in resolving this inquiry and greatly appreciate your assistance and cooperation in achieving a resolution.