ComplaintsforRaleigh Radiology, LLC

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received services at ***************** back in October 2023. I received 2 bills for these services after ********** processed and my bills were settled. I recently started receiving text messages from ***********, stating my insurance was not effective and I have a balance of $1534.00. I have been calling them for 6 weeks and cannot reach anyone. I have held on the phone for over 40 minutes each time. I have tried to LIVE CHAT several times and have just sat there waiting for over 30 minutes and again, no response. I have added my insurance ID# on the patient portal, which is the same as what they have already. My dad has contacted his employer and I was effective on the day of services. There has never been a break in coverage. The employer contacted ********** and they do not have a claim from radleighrad. I have sent 2 emails to complain to ********* and have never heard back. The case numbers assigned were ***** and then another email was sent and that case number was *****. Still no response!! At this point, Im just waiting on next text message?? I need help with getting my claim filed to **********. All of the other bills have all been processed. I dont understand. I am 23 years old and had a pretty significant procedure performed and I never expected to have an issue with 1 of the bills 8 months later. I dont know what else to do?

  

  Business response

  07/11/2024

  Good morning,
  Thank you for bringing this issue to our attention. We apologize for the delay in our response, as it is our goal to address all questions and concerns promptly.
  Unfortunately, we are currently experiencing issues with the way BCBS is processing some specific claims. Our billing team has advised that they spoke with you this week and were able to explain the challenges we are encountering. At this time, your account is on hold, and we will continue to monitor it to ensure you are not incorrectly billed.
  Thank you for contacting us, and we believe this matter is now resolved.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For the past 5 months I have been receiving calls from patients at Raleigh radiology in reference to some type of debt they owe them. *** answered a couple calls because I didnt know and they told me that they were given my number by the billing department. My number is ************** and I have never been associated with Raleigh radiology. Not only are patients violating their own HIPPA by leaving very detailed voicemails (I immediately delete) but I actually get calls from Raleigh radiology themselves asking me to help them with a debt for a patient. *** tried to call in but no one listens and I just keep getting calls. I do not want to be sued for HIPPA violations that Im not even associated with. Please remove my cell number immediately from all communications asap or I will seek legal actions.

  

  Business response

  04/19/2024

  Good Afternoon,

  I am writing to inform you that we have thoroughly investigated the complaint you raised and have taken appropriate actions to address the issue. After reviewing the matter, it was determined that your number was erroneously noted as the contact for our billing team by a member of our call center staff.
  

  To rectify this situation, we have taken the following steps:

  1. We have addressed this issue directly with our call center staff member as we will implement additional measures to eliminate similar occurrences in the future. 

  2. A comprehensive review of our website and phone directory has been conducted to ensure the accuracy of our contact information as well as confirming your contact information was not listed in error. 

  We sincerely apologize for any inconvenience this may have caused you. Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention.
  As of now, we consider this matter resolved to your desired outcome. 

  Warm Regards,

  Raleigh Radiology

  Customer response

  04/22/2024

   
  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

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had radiology services performed by Raleigh Radiology on 1/20/2024 at ***********************. I owe this company $40.14. I have received 5 texts messages since February 14th telling me I have an outstanding balance. I've never received a statement. I'm instructed to pay the bill at their patient portal, **************************************************** or call ************ to discuss payment arrangements. I've tried repeatedly to access the portal and it always gives me an error message that the login information is incorrect. The information it requires is my phone # or acct. #, my last name, and my birthdate. I've filled out the customer contact online twice and have never been contacted by anyone. I've called the phone number above twice and have been put on hold for more than 20 minutes and no one ever answers. If I press 1 for a call back, it never comes. Today I tried to call again and got a recording that the office was closed. This was at 8:30 this morning, Hours of operation are 8:00 to 5:00 Monday thru Friday. I also called *************************** and got the same recording which promptly hangs up after the message. I have no problem paying my bill. I just don't have a way to do so. The patient portal is so messed up and there is no customer service at all. I just want someone to contact me so I can pay this and be done with it.

  

  Business response

  03/13/2024

  Hello,

  This morning I received confirmation from our billing department that the patient was contacted, and the balance has been settled. We view this matter as resolved and apologize for any inconvenience this issue caused. Thank you for choosing Raleigh Radiology. 

  Warm Regards,

  Raleigh Radiology

  Customer response

  03/14/2024

   
  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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in the Hospital for a mini-stroke and was treated on 8/13/2023 by Raleigh Radiology. My UMR insurance paid ********* to all the ******** bills for my treatment. Raleigh Radiology never sent a bill to my insurance company and sent the bill to the ************** Services IMC in PO BOX ******, I was paying all my bills for ******** from the treatment. I got a bill from CMRE for $1,000+ on a ***** so I called them and was told they are a debt collector. I was told CMRE that I never got a bill from Raleigh Radiology about the debt so I called my insurance to inform them about the ***** ** UMR agent called Raleigh Radiology with me on the phone and told them they never got the bill and it wasn't filed. I believe that call was in November 2023. I have been told by my CMRE that my claim was submitted for refund #******. I spoke with Raleigh Radiology about **** telling me to get my refund back from and still, I was told it was filed to be refunded that was at begin of February. Friday 23,2024, I spoke with **** and explained the situation about waiting on my refund and told me my insurance was paying the bill and told her that I still haven't gotten my refund back from Raleigh Radiology, and She was supposed to get a financial agent to call me back and never hear back from anyone. The photos are what URM paid and the money that I paid to CMRE. Please speak with UMR to have them send the information that I might have missed. The agent called both CMRE, ******** and Radeigh Radiology with me on the phone.

  

  Business response

  03/06/2024

  Hello,
  Our billing team has confirmed that a $203.00 refund check was generated on 2/28/2024. This check was mailed on 3/1/2024 to the address provided in the original complaint. We apologize for the delay in our corrective action and hope this matter is considered resolved upon the receipt of the refund check. 
  Warm Regards,
  Raleigh Radiology

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********, 1 of the *** Technicians purposely antagonized me to cancel the ***. She informed as i was getting on the machine that the order was just changed last minute and then she started saying a bunch of medical jargon, I am not a doctor and all i know is I have back pain and trouble going to the bathroom. ******** claimed that she couldnt get a hold of my doctors office when she called earlier, but I got a hold of them just fine. ******** wanted to know why i was getting an *** done on the abdomen. I had to explain to her that I already had a sonogram done in another state and that there was so much gas they couldnt clearly see my organs. All of this shouldve been worked out with my doctor before i got there, as they had the order for weeks! So I took a day off of work for nothing, since I couldnt get my *** done today and rule out Cancer with my doctor. *** I have to reschedule and take another day off of work! ******** is a disgusting human being! She kicked me off of the machine simply because I was questioning her and asked if I could call my doctor to make sure that the right *** was being done. I would like to be contacted by someone in management about this!

  

  Business response

  09/22/2023

  This patient incident was escalated internally minutes after the patient left following the events that transpired.

  The patient had been scheduled for two distinct *** exams, one of which was mistakenly prescribed by the referring physician. Before the appointment, we made two ******* attempts to reach out to the ordering ****** in order to rectify the incorrect exam request; unfortunately, our calls went unanswered. It's important to note that ***s are not equipped to detect the specific abnormalities for which the initial exam was ordered, necessitating a CT scan instead. The *** we were prepared to proceed with was exclusively tailored to examine the adrenal glands, as mandated by legal obligations that dictate we only conduct scans in accordance with the orders provided to us.

  During the examination, we typically gather as much background information from the patient as possible, as this information assists our radiologists in interpreting the images effectively. However, when the patient was asked about the purpose of the adrenal scan, the situation escalated, with the patient abruptly leaving the *** table and approaching our technologists while speaking loudly. Despite multiple attempts to de-escalate the situation, the patient maintained that they were not yelling but rather being assertive.

  
  In an effort to resolve the situation and ensure we conducted the most accurate scan possible, the technologists offered the patient the opportunity to return to their cell phone to contact their doctor's ****** for clarification on the exam order. This was not meant to eject the patient from the *** machine but rather to facilitate a resolution to ensure the correct anatomical area was scanned. This aligns with our standard practice when a patient disputes an order since we can only perform an exam based on the order provided and lack the authority to alter it. Furthermore, the technologist also extended an invitation for the patient to discuss the matter with our supervisor, who later reported encountering a similar assertive demeanor from the patient.
  The patient eventually admitted that their frustration stemmed from their provider's erroneous orders. They were able to reach their provider, but the provider was uncertain about the correct exams to order. To address this, we enlisted the assistance of one of our radiologists to communicate with the referring provider and guide them in ordering the appropriate exams. Regrettably, the patient opted not to wait for this process to unfold and expressed their intention to return once the referring ****** had sorted out the issue.

  
  It's crucial to reiterate that we can only conduct scans based on the orders we receive and strive to identify and correct any inaccuracies in a timely manner. However, in some cases, errors in orders may not become apparent until we engage with the patient directly. Despite our diligent efforts to contact the referring ****** in advance, we were unable to do so. We were also prepared to wait for a verbal order from the ordering ****** and proceed with the exam accordingly. Unfortunately, the patient left before our radiologist had an opportunity to communicate with the referring provider.

  
  We place a high value on our patients' time and needs and are dedicated to providing the best possible imaging services.

  Customer response

  09/23/2023

   
  Complaint: 20638622
  
  I am rejecting this response because:
  
  This is completely false, I did not leave the machine, i was kicked off of the machine by the MRI Technician named ********, She lowered the machine down and stated that she was not moving forward with the **** Scans. If there is any video footage in the trailer, it would prove that.
  

  ********, the MRI Technician (I was never given her last name) advised me as I am getting on the table that the order was changed this morning and started rumbling off a bunch of medical jargon talkin about lipids, adrenal glands and kidneys, this was done in an attempt to patronize and confuse me. I had no idea what she was talking about and never heard kidneys or adrenal glands mentioned for testing before that day. I have common sense and didnt need to go to medical school for that, the tests were supposed to be for an MRI of the abdomen and chest, so naturally I wanted to make sure the right test was being done so that insurance didnt pay for a WRONG test. I simply asked if i could contact my doctor to confirm the right test was being done and ******** had a problem with me questioning her and calling her out for not getting this all straightened out before I got there.
  

  Raleigh Radiology did not attempt to continue with the **** Scans, it was ended and ******************************* (the office manager, a different ********) told me I would have to schedule another appointment. Raleigh Radiology is claiming they were not able to get a hold of my ************** which is a complete lie because my doctors office confirmed that they spoke with Raleigh Radiology at 11AM. My *********** notated that in their system and they can be contacted at ************ to confirm this. So if the order was changed and they spoke with my ********** all ******** had to do WAS HER JOB AND DO the MRIs and CT Scans, instead she wanted to confuse me and manipulate the situation so that she could cancel the tests being done.  
  

  ANY INFORMATION that Raleigh Radiology needed (such as the sonograms i had taken previously), they could have contacted me in advance like they did for the onboarding process, which was done before i got to their office. I took off time from work for this and I have every right to be upset. Raleigh Radiology had this order for weeks in advance and its obvious they did not look at the order until last minute. Bottom line is Raleigh Radiology cancelled my MRI because of their negligence of not getting all of the information needed for the order in advance and waiting until the day of Scans to get the information needed.
  

  I am a man, not a poodle, so i spoke to them in an assertive tone, however i was  respectful and never once cursed, yelled or threatened any one, this is peoples lives that they are playing with. I have every right to be upset with my health in question, as their negligence and poor professionalism is now delaying possible treatment and care. I still have yet to be contacted by Raleigh Radiology to reschedule my appointment!

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

  

  Business response

  10/02/2023

  We would like to apologize for any confusion that *** have occurred during your first visit with **. While mentioning the adrenal gland *** have caused some confusion, it was prescribed by your ordering provider to be preformed; this exam does cover you abdomen, but the reason for the exam gives us insight for what we focus on and gives our radiologists an understanding for the exam. 
  
  Normally, we do not contact patients to request their past medical history or imaging records prior to the exam as the referring doctor's ****** is responsible for sending this information along with the order. However, there are instances where the doctor's ****** fails to include the necessary information. To avoid any confusion, we ask patients several questions upon their arrival to ensure we have a clear understanding of their medical situation. This information is then forwarded to the radiologist. While mentioning the adrenal gland *** have caused some confusion, it was prescribed by your ordering provider to be preformed. The reason for the exam gives us insight for what we focus on and gives our radiologists an understanding for the exam.  As an independent imaging center, we face the disadvantage of not having access to your complete medical history or previous exams. We rely solely on the information provided by your referring healthcare provider. We apologize for any confusion caused by our questioning and are working on measures to prevent this type of concern happening in the future.
  
  Our top priority is to ensure that our patients feel comfortable and receive the best care possible. We take great care to ensure that our exams are performed correctly and thoroughly, and we always pause to gather enough information before proceeding. When there is a discrepancy, it is common to call the referring provider. 
  
  Our MRI truck has a powerful magnet that can pose a danger to anyone carrying metal or foreign objects, such as a cellphone. In order to maintain a safe environment for everyone, we must ****** patients to their belongings outside of the truck if they need access to them. Our technologist felt she was lowing the table to pause the exam and that she was following the wishes of the patient to be escorted to their personal cell phone. We apologize if this was not properly communicated.
  
  Although we did call your doctor's ****** on multiple occasions, they did not send us a corrected order. We were able to connect with the ****** about the first exam needing to be corrected to a CT, but were not able to talk to your provider. We left messages for the provider for a corrected order. The day of this instance, even when connecting, the provider was unsure what to order. This makes it hard for us to understand what exam to perform as we are legally bound to only perform what the doctor ***************** appreciate your continued trust in us to perform your imaging. We prioritize your safety and needs as our top priority and hope that all subsequent visits have met your expectations.
  
  Thank you for sharing your experience with us. Your feedback will help us improve our process.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Raleigh Radiology keeps sending me text messages that I owe them and I do not.I wait and wait on the phone for a representative and no one comes to the phone.I have been denied the opportunity to apply for financial assistance.The financial assistance that I had has been denied.I have no idea what is wrong with Raleigh Radiology now.

  

  Business response

  08/15/2023

  Thank you for bringing this concern to our attention. We have contacted the patient with a written letter to confirm our findings along with a resolution. The patient now has a $0 balance. At this time, we consider this issue to be resolved.  

  Customer response

  08/15/2023

   
  Complaint: 20412934
  
  I am rejecting this response because: I have not received such a letter. I am still being called regarding this bill.

  I will accept once I actually get the letter.

  Also, I have not been advised how to apply for financial assistance.

    I keep getting the run around when I seek to apply for financial assistance.
  Sincerely,
  
  *********************

  

  Business response

  08/21/2023

  Thank you for your response. The letter and $0 balance statement were both mailed to the consumer on 8/15/23. We are hopeful that the consumer has received the documentation regarding the balance adjustment by this time. 

  Customer response

  08/21/2023

   
  Complaint: 20412934
  
  I am rejecting this response because: Raleigh Radiology refused to give me information or the address to apply for financial assistance. Raleigh Radiology offers financial assistance via an agency but

  has refused to share that information with me. The financial assistance is renewed each year. The contact person that I have is no longer with Raleigh Radiology and no one will give me information as how or where to apply for 2023 through 2024.

   

  The zero balance letter was received without any instructions of how to apply for financial assistance to take care of the balance that insurance may not cover. Thus, this may happen again.
  
  Sincerely,
  
  *********************

  

  Business response

  08/25/2023

  Hello, today a financial assistance application as well as our financial assistance program overview documents are being mailed to the consumer. Please allow time to receive these documents. Our instructions and requirements for eligibility are included. If the consumer prefers, they may also visit our website at RaleighRadiology.com/billing to download the financial assistance application. Thank you for bringing this issue to our attention and at this time we consider this matter resolved. 

  Customer response

  08/25/2023

   
  Complaint: 20412934
  
  I am rejecting this response because: the address given to the BBB is not functional. The address is actually raleighrad.com and there is not section that refers how to apply for financial assistance.

  Also, since January, 2023, I have been calling Raleigh Radiology requesting information on how to apply; but no one could give me any information. I sent the completed application to the previous 

  employee and have no idea where my very personal information presently is. Even now I had to repeatedly ask for the financial assistance information via the BBB. One cannot get financial assistance information on the

  website as suggested. As of yet, I have not received the financial assistance forms via ***** All this agency had to do was to email me the financial assistance form via email as I have requested many times at ****************************.

  RaleighRad.com does not even make the public aware that there is financial assistance offered. It is my position that I may never receive this packet to complete for financial aid from Raleigh Radiology and the availability of this information is not online.

   

  BBB thank you so very much for your help. You may close this case or wait until I acknowledge receipt of the financial assistance documents for me to complete. My preference is the latter. 
  Sincerely,
  
  *********************

  

  Business response

  08/28/2023

  We apologize, the *** provided for our website was incorrect. To locate Raleigh Radiology's financial assistance information, please visit raleighrad.com. Once you have arrived at the home screen, there are 7 dropdown options near the top of the screen and next to the "search" bar. Please click on the "Patients" dropdown arrow. Of the 6 options provided within the dropdown box, please select the bottom option which is "Billing & Payment Information". Upon arriving on the "Billing & Payment Information" page, scroll down and on the left you will see our "Financial Assistance Eligibility" and "Financial Assistance Application" documents. Both are available to download, print, and mail back to the address on the application. Financial assistance information was sent via mail on Friday 8/25/23. For assurance and per your request, we have emailed the financial assistance PDF documents to the personal email address provided *********************** Thank you again for bringing this matter to our attention. 

  Customer response

  08/28/2023

   
  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.

  After over 11 months, Raleigh Radiology has finally sent me the financial aid assistance application.

  
  
  

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

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a bill from Raleigh Radiology for $47.55 back in July that I paid online on July 25th through their 3rd party online payment company “doxo.” Today (September 17th) I received a letter from a collections company on the behalf of Raleigh Radiology for the $47.55. I have email proof that I can send showing where this debt was paid back in July. I want this to come out of collections immediately, as I take my credit rating very seriously.

  The correct name for the consumer is ****** ******. This was reported to BBB on 9/19/2022 at 11:38 AM
  

  

  Business response

  09/20/2022

  We have contacted the patient and connected him with our new billing department. The patient is correct and has a zero balance. His credit is not impacted. We appreciate his feedback and allowing us the opportunity to correct this quickly. We believe this has been fully resolved and extend our apologies for this experience. 

  Customer response

  09/21/2022

  
  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

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Being billed for an x-ray I didn't get.

  

  Business response

  07/08/2022

  Hi [information deleted due to HIPAA],

  I hope you are doing well. We received your complaint from the Better Business Bureau and are following up with you.

  The complaint states “Being billed for an x-ray I didn’t get.”

   

  We’ve pulled up your medical record and see that [information deleted due to HIPAA].

  The order came from [information deleted due to HIPAA] and was signed electronically by [information deleted due to HIPAA]. It was read that day by our radiologists, [information deleted due to HIPAA].

  The report was successfully faxed to your physician on 9/26/21 at 15:05:14.

  I’d be happy to provide you with a copy of both the images and report if you would like.

   

  Please let me know if this answers your complaint fully or if you have any additional concerns that I can help with.

  If you prefer to have a written records of our conversation, you are most welcome to email me, or if you’d rather call or text me on my cellphone, please do so at your convenience.

  My number is ************.

   

  I look forward to hearing from you.

   

  Sincerely,

   

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

  Senior Manager of Business Development & Marketing

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a text message that I have an outstanding balance that will be sent to collections. I have not received a bill. I have spent a total of 3 hours on hold trying to get a copy of the bill, and requested return phone calls, with no response. I have emailed them twice, with no response. I called the Raleigh Radiology office, who states they work with a third party biller and they can not provide me with a copy of the bill, or any contact information other than the number and email address for the third party biller, that go unanswered. They direct me to their online portal, but the portal states my birthdate is wrong. I have no way to get a bill from them to even see what is owed, let alone pay the bill.

  

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/10) */ This account was for a dependent of Mrs.*********. It was initially billed to insurance . It was denied payment because the insurer questioned whether they was another insurer that was the primary payer. Typically the insured party receives notification from the insurer that they need to call the insurer to provide updates on insured status. Because the claim was denied with a code that indicated patient responsibility it was sent to another billing company who collects balances due from patients and the texts for payment were sent. There is no excuse for the difficulty Mrs. ********* had in contacting the billing company or the difficulty in getting help. Processes have been reviewed and now have changed . I have spoken with Mrs. ********* and let her know the account balance has been adjusted and there is no balance due. Consumer Response /* (2000, 7, 2021/12/10) */ I am satisfied with their response, and grateful for your assistance with this matter.

*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. ↩