ComplaintsforNew Jersey Imaging Network

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/07/2024 they cancel my appointment yes. They make me go to **********, then the manager tells me that I can go the next day to the ****************** and when I am there they tell me that I have to go to ********, the truth is that they offer the worst service, there is no coordination between them They make me waste time and money, in addition to the bad moment, I feel like they are playing with my emotions, there is no respect for the patient.

  Business response

  07/16/2024

  *************************
  69 Orient Way
  *******************
  
  July 16,2024
  
  Better Business Bureau
  ************************************
  Building A Suite 202
  *************************
  
  Re:Complaint ID #********
  
  To Whom It May ****************** are writing in response to the complaint from (*************************) regarding leg length x-ray.
  
  The patient reported in her complaint, that her appointment at the ********** office was canceled, and she was advised by the manager to go to the ****************** the following day. When the patient arrived at the *********** location,the office did not have an x-ray technologist available. Subsequently, the staff directed the patient to the **************** without verifying the specific type of x-ray needed.
  
  Regrettably,the ********* location does not perform this type of x-ray (leg length x-ray). We sincerely apologized for the inconvenience and confusion caused. The site manager at the **************** assisted the patient by contacting our Nutley location and arranging for the patient to be scheduled quickly. 
  
  I contacted the patient and sincerely apologized for the lack of communication and care she experienced. I informed her that her complaint has been addressed with all managers of each site involved. I thanked her for sharing her experience and extended my apologies once more. The patient expressed her appreciation for my outreach.
  
  If you need further assistance, please let me know.
  
  Best regards,
  
  *******************
  Associate Vice President
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/7/24 I went to **** in ********** to have a mammogram done. 24 hours later my doctor followed up with stating it was abnormal and that I needed further testing. I needed to retake the mammogram with a ultrasound. Obtaining the original appointment was relatively smooth I was able to schedule within three days of my call. However when I called for my follow up I was told I needed to wait about two weeks as they where booked at the ********** location. I asked about their ****** , and ********** location and was told there was a NJ law that required me to do my follow up at the original location. I called my insurance who advised me that was false and that as long as the provider was in network I could go there. When I called back another rep ********* told me the same thing I couldn't schedule my follow up at any of their other locations. When I spoke to the supervisor *****/ *** she apologized and stated the other reps didn't know that ********** , ********** and ****** where in the same group . Than proceeded to tell me ****** had the same exact date ********** had available and ********** doesn't tale call backs. All I want is the earliest appoint at any of their locations. Emotionally and mentally I am unable to wait to get retested . The fact that they give you misinformation because its easier for them to is unconceivable. To think that people are waiting for possible life changing news but because its more convenient for them they lie about how and where you can schedule.

  Business response

  06/03/2024

  This letter is in response to a complaint registered regarding our patient's scheduling issues at New Jersey Imaging Network. After investigating this occurrence the following was noted.
  
  Diagnositic imaging with Ultrasound was recommended for this patient after her screening mammogram showed an area that needed further imaging.Diagnostic imaging must be scheduled when a radiologist is on site to review the images before the patient leaves. This procedure also needs to be coordinated with Ultrasound to ensure we are able to clear the area of concern both radiographically and ultrasonically.Scheduling this type of exam, with the above criteria, can be a slight challenge. This explains why this procedure is scheduled days in advance.
  
  The comment the patient made regarding that she must return to the original facility because it is a NJ state law is not accurate. The patient returning to the original location is an internal quality measure to eliminate variables that can negatively effect the final reporting outcome. This quality measure consists of using the same mammogram machine, same technologist and same radiology group. Having no deviation between the screening imaging and the diagnostic imaging is imperative for accurate reporting.
  
  Also,our phone conversations are recorded for training purposes. After listening to the calls no one told this patient it was against NJ law to follow up at another site. Our agents did properly explain why she needed to return to her original location. When the patient stated that she would contact her insurance company the scheduler explained that her returning to the original imaging center was not due to an insurance mandate. The patient abruptly hung up on the scheduler.
  
  Finally,any patient who has concerns regarding their exam are more than welcome to contact the office manager.  We are here to help solve any issues or concerns our patients have.
  
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NJIN constantly has telephone and or computer issues. Over the last 5 years, every single time I have called, I have had to wait for over 30 minutes to speak to someone to schedule an appointment. The choice to schedule multiple appoints that I need are not easily done online.After 30 minutes a representative picks up and says her computer is stuck and can't schedule any appointments for me and that I have to call back. NJIN texts me to make an appointment and an hour later, they cannot make the appointment. What is wrong with healthcare in this country?

  Business response

  05/20/2024

  At New Jersey Imaging Network, we strive in making patient appointments accurate at the time of scheduling. We have access to pull recordings to verify the date and time of each call, and quality of each call to coach staff when necessary. We have reviewed the most recent calls from the patient and found the following:
  
  Four calls were placed on the same day from the patient to New Jersey Imaging Network-
  
  Call #1 was received at 2:08 PM and the caller held for 1 minute and 40 seconds prior to being transferred to the appropriate agent. ****** abandoned call after holding 2 minutes and 17 seconds in queue.
  Call #2 was received at 2:21 PM and the caller was on hold in queue for 6 minutes and 27 seconds. ****** was advised by agent of system errors and offered to call patient back when system issues resolved.
  Call#3 was received at 3:41 PM and the caller was on hold in queue for 44seconds. ****** requested to speak with a manager when advised system is still down. ****** abandons the call after holding 1 minute and 7 seconds in queue.
  Call #4 was received at 3:47 pm and the caller was on hold in queue for 8 seconds. ****** asks if system issue is resolved, the agent confirms it is and the caller is transferred to the correct department. Caller is on hold in queue for 1 minute and 56 seconds. ****** is scheduled for appointment for all exams.

  Customer response

  05/21/2024

  
  Complaint: 21588977
  
  I am rejecting this response because:
  

  Calls weren't abandoned.  They were often disconnected.  Furthermore, responses from those that picked up included the system was down. 
  
  
  Regards,
  
  *********************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had an MRI done at ** Imaging on August 11, 2023. I have a ******** advantage plan, and supplemental health insurance provided by GEHA, which typically pays my copay amounts. At the time of service, although I provided both insurance cards and advised them my $180 copay would be paid by ****, they demanded I pay the $180 copay in full. I paid it in order for them to do the **** ** Imaging submitted the claim for my MRI to both insurance companies. My ******** advantage plan paid a portion of the claim, leaving my share as $180, which I had paid at the time of service. On August 23, 2023, GEHA issued a check to ** Imaging for the full amount of my $180 copay. I phoned ** Imaging on August ***************************************** They told me it would take 15 days for the refund. I phoned ** Imaging again on September 14 to ask when my copay would be refunded. They told me they received the check from GEHA on September 11 and it would take 15 days. I phoned ** Imaging again Sepember 28. I was told they received the check from GEHA but they don't know how to proess it so they can't refund my money until they figure out how to process the check from GEHA, which will take 30 business days. I don't know how it can be so confusing, and I don't really care how they process the check from GEHA, but they have now had my $180 for more than 6 weeks. I don't know how they can tell me it will take 30 business days for them to process the check from GEHA after they tell me they don't know how to process it. I want my copay refunded to me. It should not have been charged in the first place. All I am getting from ** Imaging is a run-around and a bunch of lies.

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I requested a disk containing all of the scans that ** Imaging has done to be sent to my oncologist.This request was made at the beginning of August.The disk was NOT received.Given that I am a cancer patient, this is not only unacceptable, it is dangerous.Today, I spoke to EIGHT different people. The first seven either disconnected me or left me on hold and never came back.This is unacceptable for a medical facility!TOTALLY and completely unacceptable.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Received statement (7/15/2022) stating I owed them $*****. Called my ins. (CIGNA) 7/26/2022) and they called ** Imaging to tell them I did not owe them, ** Imaging said they would look into it. Received email 1/2/23 from ** Imaging stating to pay balance, My husband and I decided to pay $***** because we did not want to be reported to credit agency. Pymt. made 1/2/2023 for $57.ll my check #***. On 1/22/2023 called CIGNA to let them know of my pymt. They advised me they paid this bill October 18, 2022. CIGNA called ** Imaging and advised them of double payment made and I was advised refund check of ***** would be sent to me. Since then I have been in touch with ** Imaging 7 times with CIGNA on other line and I keep getting same answer". Your account will be reviewed, the Manager will contact you and it will take approximately up to 3 months to process." Finally I called Cigna 7/12/2023 and told them I still had received my refund check, they conferenced in ** Imaging same answer received and I told them if I did not receive my check in two weeks I was reporting them to BBB. I really need your help. How can they cash two checks for same amount towards same service? Their finance center is at ***** H33383***363038333133H Place, *******, ** ********** TELEPHONE: ************.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is committing fraud asking for patients with in-network insurance to make big out of pocket payments.I was forced into paying an out of pocket expense of $421.72 for a routine preventative check up on May 18 2023. Despite this entire procedure being covered in-network via my insurance provider. I am now due a refund of approx $151 and the business is still yet to refund this amount nearly 3 months later. Each time I call no one can give me a date for the refund, nor explain the delay. This is disgusting considering this is money they should never have taken in the first place. It cannot be that difficult to process a refund or let the PAYING customer know when to expect it.

  Business response

  08/04/2023

  This is to confirm we have fully responded and reviewed all aspects of Ms. ******** complaint.
  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefits are confirmed via an EDI **************** Interchange) process. The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to their insurance. Based on their coverage a 271 response is received providing the patients eligibility and out of pocket cost share including Co-payment,Co-Insurance, and/or Deductible.
  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process. The amount requested to collect by the patient is provided by the insurance.
  After services are complete and the radiology report is finalized,services are coded (CPT/ICD10) and submitted to the insurance carrier. The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated.  /
  After thorough review of Ms. ******** account, ****************** overpaid at TOS for her 5/18/2023 date of service in the amount of $150.32.
  
  Typically, our system processes any open credit balances back to the patient at the end of every month. Due to the Insurance not responding until 5/31/2023, the system did not include this account in the credit balance refunds and was expected to be refunded at the end of our June cycle. Patient contacted our office on June 21st requesting a refund review which pulled this account from its systematic refund process and into a manual refund review process which typically has a turnaround of 15 business days.
  
  I have performed an in depth review of this account and have sent it to members of executive leadership to determine the root cause on why Ms.******** account was not refunded in a timely manner. This type of feedback is appreciated so that we can ensure our system and processes are working as they should.
  
  As previously state, our refund turnaround is 15 business days and it is apparent we did not meet this goal. We have issued Ms. ******** refunds for the date of service in question on 7/26/2023.
  
  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, tracking such an inquiry through completion.
  
  We greatly appreciate how you worked with us on this complaint and sincerely apologize for the delay in receiving your refund.
  
  Kind regards,
  
  *******************, RCC
  Quality Assurance Manager

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original transaction date 07/05/22 I received an MRI based on a workers compensation injury. New Jersey Imaging Network couldn't locate the pre-approval information for the **** so charged my insurance. They then billed me for the $81.50 co-pay.I had at least six calls between 7/5/22 and 6/1/2023. Each time they said it was resolved and they would bill Workers compensation. They said to ignore the bill, but they kept sending it to me again.However, I have now received a request for payment from a debt collector.Calling them is not resolving the issue, so I would like help in getting it resolved.It was ******** Workers Compensation through Sedgwick with claim number: 4A22070KVSV-0001 with Claim representative ********************************* ******************************

  Business response

  08/04/2023

  I have forward this complaint to the Director of our ******************************* and requested her immediate review. She has acknowledged receipt of this request and has forwarded it to a team member to update the patients insurance and refund the patients personal insurance for the 7/5/2022 DOS. I have also requested the service be pulled from collections.

   

  I will unfortunately be out of the office from 8/5-8/13 but will ensure that a claim was sent to the patients WC insurance. 

   

  I have also sent this complaint to the Management team of the *************************** to ensure situations like this do not happen again and all patient requests are fulfilled. 

   

  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track, document, train and educate internally to avoid future occurrences of this nature.
  
  We greatly appreciate how you worked with us on this complaint.
  
  If you have additional questions, please do not hesitate to reach out. I will get back with you upon my return to office.
  
  Kind Regards,

  
  *******************, ***
  RCO ***************** Manager
  O: ************

  Customer response

  08/04/2023

  
  Complaint: 20363538
  
  I am rejecting this response because:
  
  I called six times over a course of many months.  Each time I was told the bill would be switched to workers compensation and I wouldnt be charged.  Each month I was billed again, until I finally got the collections claim.  I want to keep this complaint open until I receive a zeroed out bill - physical proof that matter has been cleared.  
  
  Regards,
  
  *************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had service (imaging) on 5/11/23. I insisted that I was a tier 1 client with horizon **. They kept telling me that I was tier 2. They collected a significant out of pocket funds. Weeks later I found out they were acquired (original company was ********* radiology). They then admitted that I should have been tier 1 via billing with horizon ** and due a refund and correct my EOB with insurance so my deductible accumulations were correct. After countless phone calls and hold times, they refuse to resolve his or simply cant. *** talked with the following people at the company:******* Jazmine ********************* And many others.

  Business response

  07/12/2023

  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefits are confirmed via an EDI **************** Interchange) process. The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to their insurance.  Based on their coverage a 271 response is received providing the patients eligibility and out of pocket cost share including Co-payment, Co-Insurance, and/or Deductible.

   

  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process.

   

  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated. 

   

  After thorough review of Mrs. ******** account, *********************** 271 return data for out of pocket cost provided both tier 1 and tier 2 information. Our system was unable to decipher which out of pocket cost was applicable for the patients date of service. Our system then generated the incorrect out of pocket cost amount for the patient.

   

  Our patient service representatives are not trained to decipher the 271 return data and are only trained to provide information the system provides. Due to this system translation issue, the patient overpaid at time of service on 5/11/2023 in the amount of $588.00.

   

  Patient was contacted and explained the system issue and advised that a refund for the overpayment amount was applied back to the credit card on file.

   

  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, tracking such an inquiry through completion.

   

  We greatly appreciate how you worked with us on this complaint and again sincerely apologize for any miscommunication at the imaging center and the delay in receiving a refund.

   

  If you have any additional questions or issues regarding this matter, please contact me.

   

  Customer response

  07/12/2023

  [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

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ******** NJIN for an MRI (on 10/18) and a CT scan (on 10/19) and was told that I had to pay $545.44 and $401.11 respectively for each. I knew that my insurance covered diagnostic imaging so told them I only owed a $50 copay for each scan but they refused to do the imaging without these upfront payments. I reluctantly paid them because my doctor suspected a cancerous growth in my chest so these scans were urgent. A few weeks later, I receive my insurance EOB's which state I should have only paid $50 for each... I immediately called and they confirmed that, yes, I only owed $50 for each so they would send a reimbursement check "within 15 business days". It's now a month later and I am still out $1,000. I called and was told the refund was still being "reviewed" despite more than 15 business days passing. I am now facing financial strain from not having the money that I paid them (that should have never been paid) and am not sure who to contact to make this right.

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