Complaints

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

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  Lenox Hill Radiology

  61 East 77th Street New York, NY 10075-1817

• 

  Lenox Hill Radiology

  PO Box 1092 Lenox Hill Sta New York, NY 10101-1092

• 

  Lenox Hill Radiology

  9 Bond St Brooklyn, NY 11201-5388

• 

  Lenox Hill Radiology

  1128 Eastern Pkwy Brooklyn, NY 11213-4108

• 

  Lenox Hill Radiology

  2475 Ralph Ave Brooklyn, NY 11234-5521

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:01/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This past summer I needed to have a unexpected surgery and was given a script for a mammogram and ultrasound to be done at a radiology facility. Lenox Hill has several locations near me so chose them as the provider. Their in house staff is great but their billing department is another story. I unfortunately had to be seen with them 3 different times with several different screenings because when can anything be done right the first time these days ... forcing me to incur hundreds of dollars in medical expenses because adding salt to the wound my employer has s*** health insurance. I get my first bill from them in August totaling about $900. For the average person in America to be able to pay that all at one time is tough. On their bill there is nothing indicating a time frame where the balance needs to be paid by or any consequences regarding late fees etc. The site they have for bill pay is terrible and only has a in full option, you call their billing office and no one wants to help you set up a payment plan and everyone you speak too has a serious attitude. Not once did anyone tell me or anywhere listed you have 30 days to pay in full or you get sent to collections. Between August and October I was making payments as I could to make sure was at least paying some of it. I received an updated bill in October stating the new balance was half the original thinking that my terrible insurance actually covered something. turns out they just sent that to collections and just giving me a new bill for the half they didn't send. Everyone you talk too has a different story and answer on what should have been this or that sent to the agency. I URGE people to do your do diligence and not automatically go to these big corporations for medical services ..they don't give any c*** about you they just want to f*** you over every possible way. IF THEY WANTED YOU TO PAY WITHIN 30 DAYS IT SHOULD BE ON THE ********** but alas just another scammy medical company exists.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Lenox Hill Radiology regarding complaint ID ********.
  
  ********************************** ********
  

• Initial Complaint

  Date:01/11/2024

  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.

  On Aug.20, 2023, I visited Lenox Hill Radiology in Astoria for a head MRI and a cervical (neck) MRI. I was asked to pay $316.86 upon arrival. I had not reached my deductible yet, so I paid it. My insurance later paid their part as well, $348.54. The insurance claim details also showed that I had paid more than I should have by $28.24. On Sep.20, 2023, I received an email from Lenox Hill Radiology asking me to pay $764.97. When I called the billing department, they told me that it was an error, that they have the claim details from my insurance with the correct amounts, that my insurance made their payment, that they could see the payment I made as well, that I would receive a check for the additional money I paid, that the matter would be reviewed and it would take around 30 business days and to ignore any future bills I might receive. In October, I received another bill in the mail this time for $764.97 and again I called and was told it is being reviewed and to wait 30 days. Then in November, I received another correspondence in the mail informing me that if a payment of $781.10 this time is not made in 30 days, they would be sending the matter to collections I couldnt believe it! I called them the next day, they apologized and said that while the matter is once again being reviewed for 30 business days, they would do me the courtesy of pushing the due date back so that my case does not go to collections. From what I can see from the all the notices, it is an easy fix. What is missing is the adjustment of -$809.34 the insurance made for the cervical (neck) MRI, which can be corrected in a few minutes.It is now in January **** and this matter has not been resolved... I understand that mistakes happen, but it shouldnt be so difficult to correct them. I have been visiting this facility for many years and do NOT deserve to be sent to collections when I am actually *********** a refund... Thank you in advance for any assistance you can provide!

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lenox Hill Radiology has been resolved.
  

  Last week, I received the attached letter from Lenox Hill Radiology dated 1/9/2024, a day after my complaint was made on Better Business Bureau. The envelope however was stamped on 1/25/2024. I called them on Friday, 2/1/2024, and they confirmed that they made the correct billing adjustment. However, I was told to wait before requesting my refund as I have another claim for which they overcharged me and they are waiting for the payment from my insurance to be processed, so they recommended I wait for that to happen and then call them and put in my full refund request (I guess they do not send out refunds automatically).

  In any case, I really appreciate your help with this matter, Better Business Bureau! Thank you so much for standing up for and supporting consumers and patients when things get complicated and there is nowhere for ordinary people to turn to!

  Sincerely,
  

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

• Initial Complaint

  Date:12/19/2023

  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 went to Lenox Hill Radiology back in October in order to receive 3 MRI scans. The facility itself was clean and professional. However, trying to collect my refund for overpayment has been a nightmare for the past 3 months. Every time I've called them, they tell me it will be ***** business days. They don't seem to care that I've been waiting since October for a resolution. Additionally, no one has followed up with me on their side, despite my asking for a manager or supervisor to call me back. It shouldn't take 3 months to get a refund. This is bad business.Lenox Hill owes me $42.90. I will continue to fight this until they pay me my complete refund. I would also like an apology for this taking 3 months and having to devote hours of my time to this.

  Business Response

  Date: 12/26/2023

  This is to confirm that we have fully reviewed and responded to all aspects of ************** 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 **************** 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 (***) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  After an in-depth review of the patients account and complaint, it has been determined that the 271 we received from the patients insurance on the 10/24/23 date of service showed a patient responsibility of $42.90 which the patient paid. When the insurance processed the claim, the *** we received on 11/9/23 did not include any patient responsibility. The patient contacted us several times to inquire as to the status of his refund. The account was escalated on 12/18/23 and the refund sent to the patients home address on file on 12/20/23. We sincerely apologize for the delay and the issue has been forwarded to leadership on our refund team to figure out why the payment was not sent in a timely manner and to take steps to ensure that this does not occur going forward. We have also called the patient and left a voicemail advising that the refund has been sent and apologizing for any inconvenience this may have caused.
  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

  Customer Answer

  Date: 12/27/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/06/2023

  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.

  On 5/10/23 I paid $1,038.71 upfront for an MRI - MRN#********. My Insurance, which is CIGNA Claim# ************* shows that the amount billed was $1,111.80 the plan paid $391.85 and that I owe $719.95. I called 6/6/23 and was told they will investigate, and it would take up to 30 days. I received nothing. I called 12/6/23 and the representative acknowledged my payment of $1,038.71 and confirmed they received $391.85 from CIGNA after a brief hold was told again, they would investigate and mail me a payment. I received no email confirmation or guarantee I would be getting my money back, which is why I am making this complaint. I would like the difference sent back to me. $1,038.71 - $719.95 which is $318.76 as soon as possible.

  Business Response

  Date: 12/22/2023

  This is to confirm that we have fully reviewed and responded to all aspects of **************** complaint.
  
  After an in-depth review of the patients complaint and his account, it has been identified that the patient called on 6/6/23 requesting a refund. A check for the credit balance of $318.76 was subsequently initiated and was sent to the home address on file for ************** on 7/25/23. We were unaware that the patient did not receive the refund check and we did not have any further contact with the patient until he called on 12/6/23 to inquire as to the status of his refund. The account was submitted for review but had not yet been examined when the BBB complaint was received. An escalated review provided that original payment issued was not cashed. As a result, we have voided the original check and reissued a new check to the home address on file today (12/22/23). Please be advised that it may take 5-7 business days to receive the payment via mail.
  
  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. 

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have still not received any check that they claimed to have sent.  In addition I was never told by the second **************** Rep that any check was sent out the first time.  I tried to allow extra time to give them a chance before resubmitting another complaint. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/19/2024

  This is to confirm that we have reviewed and responded to ****************** response. 

  There have been two refund checks issued to the address on file for **************. Upon further investigation, we discovered that the patient listed ********************* as the financially responsible party on his registration (attached). Once a person is listed as the responsible party on the registration, any subsequent payments will be made to that person unless the patient requests a change. As a result, the checks have been written out to **************. We have updated ************** as the financially responsible party, reissued the refund check in his name, and voided the previous two checks issued to **************. Please allow 5-7 business days for the refund to arrive via standard mail. We apologize for any confusion or inconvenience this may have caused. 

• Initial Complaint

  Date:12/06/2023

  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 went to Lenox Hill Radiology on December 4th around 3:30 pm. They refused to perform an **ray for my daughter. They told me to come back the next day before 3 pm. I came back on December 5th around 1:45 pm. They refused to do the **ray stating that they were no longer performing **rays for the day. I asked to speak to a supervisor and she told me the same thing. I asked to speak to a manager and she told me she only had one tech and the tech had to take breaks and she was leaving at 4 pm. I told her that I was there yesterday and I was told to come back today. And now shes telling me she stopped taking **rays for the day. I said did you know that its false advertising? Your sign on the door says **rays: Monday to Friday 9 am to 3 pm. Here its now 2:10 pm and youre telling me no more **rays. I said I am not leaving here until this **ray is done. She told me to reschedule for tomorrow morning (12/6) at 8:45 am. I said thats inexcusable. She said well, you can wait until we finished taking all the other patients. I said ok I will wait.After waiting for another 30 minutes, no one called my daughters name to follow up. They did not ask me to fill out any paperwork. They did not ask for her insurance card either. I realized that the manager was bluffing. She had no intentions on getting the **ray done for my daughter today. Thats when I called the scheduling office and they helped me find another location that can do the **ray today.

  Business Response

  Date: 12/27/2023

  Thank you for Contacting us we are doing a investigation to you inquiry and require further information -  we will be reaching out to you shortly to discuss 

   

• Initial Complaint

  Date:11/07/2023

  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.

  On 11/6/23 I visited the plainview location of *** for my annual mammorgraphy/sonogram. I was offered their new technology of AI assisted detection. I was told it was not covered by insurance. That was insignificant. I have no issue paying for it. After I told the receptionist to bill me for my copay because I left my checkbook home, she received permission to do so from the office manager. They insisted I pay for AI upfront and refused to bill me for it. I asked to speak with said manager. ***********************, office manager not only refused to bill me for the whopping $40 self pay even after I stated that she could check my records for a 30+ year history of payment upon billing or visit. When I asked for the corporate number to speak with her superiors, she disappeared into her office and 30 minutes later I left after she never reappeared. I asked the receptionist where she was and when she went to look for her, she disappeared too and never came back. It's not hard to give me a number I know she has. She denied me medical services because I didn't have my checkbook on hand.

  Customer Answer

  Date: 12/04/2023

  At this time, I have been contacted directly by Lenox Hill Radiology regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I contacted the business and asked for a supervisor. Then and only then did the regional manager contact me back. They would not avail me of the technology unless I paid for that service by either coming back to the facility with a check or making a credit card payment over the phone. I was forced to make payment via credit card to obtain the service. That is still a violation of my patient rights to obtain the service and be billed for it at a later time. I was held hostage....the services were held hostage if I did not make immediate payment. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business Response

  Date: 12/21/2023

  On November 6, 2023, ***************** visited our ************* facility for her annual mammogram and breast sonogram. At the time of service, ************ was unable to pay the $20 copay and, upon consultation with the site manager ***********************, was allowed to sign a Responsibility Waiver.
  
  During her visit, ************ was informed about our New AI Enhanced Breast Cancer Detection Program (****), a $40 self-pay exam not covered by insurance. Initially, ************ expressed concern over the payment method for **** and requested an exception to be billed later.
  
  Despite ********************* explanation of the self-pay policy and offering flexible payment options, ************ was hesitant and expressed dissatisfaction.
  Ultimately, ************ agreed to receive the **** service and provide payment details later. Post-service, she requested a corporate contact for feedback. ***************** attempted to assist but ************ chose to leave.
  
  This incident highlights the challenges in balancing patient service with adherence to payment policies. We continually strive to improve our processes and patient communication to ensure a satisfactory experience for all.

  Business Response

  Date: 02/12/2024

  We performed the exam(s) that the patients treating physician ordered and have billed the patients insurance.  
  
  As we have indicated in our prior response, the Enhanced Breast Cancer Detection (****) offered is not a procedure, it is a software enhancement and unfortunately insurance carriers do not yet recognize this as a covered billable service.  We offer this additional service as an option that a patient may accept or decline.  If a patient elects to have the **** then a payment is made at the time of service.  
  
  *** ***** patient rights were not violated. The fact that the she wanted the **** but could not pay for the service at the time of her visit is not a violation of her rights.   In order to accommodate her, she was given the option to pay after she arrived home if she still wanted to have the service.  
  Later, ************ did elect to have the **** and made payment via her credit card.
  
  We have made sincere efforts to respond to the *** ***** complaint and dissatisfaction with her experience at our center.  It is our goal to provide excellent patient care and a satisfying experience for all our patients.  Although we tried to meet *** ***** expectations, we see that this situation highlights the challenges in balancing patient service with adherence to payment policies.
  
  We are committed to continually strive to improve our communication with our patients and provide them with the experience they deserve.

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  once again they have copied and pasted their same response. They stand behind the same answer that they cannot bill insurance, but they never even try. I had this same issue with another exam that I tried to schedule. they insisted that insurance does not cover it and they therefore refused to bill it, when infact my insurance does cover it. My insurance covers things that not other insurance covers, but they do not even try to bill insurance. they stand behind the excuse that it's not billable, but they never try. This place DOES violate patient right because if you refuse to pay upfront they will deny you the procedure OR the additional technology which is what they tried to do to me. They forced me to pay out of pocket and never even tried to bill my insurance to see if they would pay. My insurance coverage is amazing and DOES in fact pay for thing that no other insurance pays for. But if they don't bill they would never know and they refuse to bill. They ARE violating my rights by not billing my insurance company!!!!! Lenox Hill Radiology is a horrible place and I would never return. In fact YESTERDAY-February 12th, I received a written letter from the telling me that the mammogram I had with them in NOVEMBER was negative....three months???? Really???? What if something was wrong and it took three months for them to notify me???? They used to be the best place to go, now they are the worst. They don't bill insurance before they tell you things are not covered and they take three months to mail reports!!!! clear VIOLATIONS!!!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To Whom it ************* On 10/12/2022 I went to Lenox Hill Radiology located at **************************************** have been going to this facility since 2017 for Breast MRI and have gotten biopsies as well . I usually bring my doctors order and insurance information and nothing else is needed . I made an appt this year for my 2023 MRI and all of the sudden get a bill for ***** dollars for the first time in 8/2023. I was surprised because I have never received a statement. I called , and a representative told me the claim from 10/2022 was denied . They could not answer why they waited an entire year to tell me . Today , the representative lied and said they have been going back and forth with my insurance . I called ***************** blue shield and they told me , they are just requesting my medical records on why I need the procedure . They have failed to submit it , they have failed to submit the scripts , the medical records , with their own doctors recommending for me to get f/u MRI every 6 months . They have failed to resubmit a new claim . I am running around asking for medical records and letters myself . This is unacceptable , a year later . What about if i was using HSA funds to pay for this? I can't use them because they are billing me a year later. I can't even get a call back from a supervisor and they are threatening me to send me to collections . The last person I talked hanged up on me . I am making a formal complain , I am a nurse and this is not how you treat a patient , nor send them a bill a year later due to ineptitude of a department .

• Initial Complaint

  Date:10/10/2023

  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 am continuly receive a bill (account #************ ) regarding the produce I had in 4/27/2023. I called the billing department many times and informed them that they need to send claim to my insurance company. The billing people said someone will review the case and it will take 45 days. However It took about 4-5 months. The produce that I had was CT for pelvic before surgery. It was authorizaed by Ins. Authorization #*********. I gave all information of Insurance before I had the produce. I called my ***************** in 10/6/23 again. I was told they don't receive claim about this service. I called the billing again, She told me the same. Someone will review your case and take 45 days. I spend my time to call and ask for help. I hope some one can help. lenox hill radiology is a great medical facility. I canceled my other produce twice because I afraid of the same Insurance problem.

  Business Response

  Date: 10/25/2023

  ********** - Please accept my sincere apology in the delay of getting this situation resolved.

  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 **************** 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.

  After an in depth review, it was found that your Insurance originally denied the claim on 5/30/2023 as PR96-NonCovered benefits with patient responsibility of $1506.00. I performed a coding review on your service and found that the ****10 code assigned to your claim was not what was authorized by your insurance. The radiology report was lacking medical necessity which was established by your referring physician when the service was authorized. Radiology reports are coded to the highest degree in which the information is provided, however, due to the missing language needed, the ICD10 was not correctly appended. I have updated the coding and refiled the claim back to your insurance. Please keep in mind it may take ***** days for your insurance to reprocess this claim. 

  If after adjudication, there is Patient responsibility still owed, a statement will be released to your home address with any balance you may still owe. If any overpayment is found, a refund will be issued to home address 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 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.

• Initial Complaint

  Date:09/29/2023

  Type:Order 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.

  Complaint to "Lenox Hill Radiology, ********" - ******************************************************************************* my initial insurance payment, I paid the remaining balance of $78. I provided my secondary insurance on June 15th. Despite calling the billing department on July 21st and July 27th, I was asked to wait.Subsequently, I made further calls on August 7th, 23rd, 31st, and September 23rd, seeking assistance with escalating the issue. Regrettably, to date, neither has anyone contacted me nor has the claim been submitted to my insurance provider.I have personally paid $78 for the services without reimbursement."

  Business Response

  Date: 10/25/2023

  Dear *** ******************** ***************** ***********First and foremost - please accept my sincerest apologies for the delay in responding to your complaint.
  

  Upon review of your complaint, I noticed your multiple attempts to bill your secondary insurance. This is unacceptable and I have forwarded your account to the appropriate department leaders as feedback to provide training and education to our users to ensure requests like these, are handled in a timely manner.

  I personally updated your secondary insurance and filed your claim. I also requested that you be refunded in good faith the $78.00 that you paid at TOS pending the adjudication of your claim with the secondary insurance. Once the claim is adjudicated, if there is any patient responsibility owed, a statement will be released to your home address. 

  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.

• Initial Complaint

  Date:08/14/2023

  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.

  URGENT Complaint - Lenox Hill Radiology - Unresolved Billing Dispute and Delayed Refund!!!I am writing to file a formal complaint against Lenox Hill Radiology regarding an ongoing billing dispute and the subsequent delay in refund resolution. I am deeply dissatisfied with the lack of responsiveness and accountability demonstrated by Lenox Hill Radiology in addressing this matter.On March 29, 2023, I underwent an *** at Lenox Hill Radiology. At that time, I provided my insurance information to the facility. Lenox Hill Radiology charged me for the full amount of $607.98 for the entirety of the *** service, however 1 month later I discovered in my explanation of benefits that the cost of $607.98 was expected to be covered, leaving me with no financial responsibility for this service.After showing the evidence and calling for several attempts, I was informed that a refund had been processed by Lenox Hill Radiology in the form of a mailed check back in June. However, despite waiting for two months, the check never arrived at my address. When I contacted customer service again to report the non-receipt of the check, I was shocked to hear that Lenox Hill Radiology not only failed to remail the check but also outright refused to resolve my issue, leaving me without the reimbursement I am rightfully owed.In light of this, I respectfully request the Better Business Bureau's intervention in this matter to ensure a swift and satisfactory resolution. Specifically, I am seeking:An immediate refund of the erroneously charged amount of $607.98, as stated in my insurance claim of benefits letter.An explanation for the extended delay in addressing this issue, the refusal to remail the check, and the lack of effective communication.Assurance that Lenox Hill Radiology will take appropriate measures to prevent similar billing errors, improve customer service responsiveness, and ensure prompt refund processing in the future.I urge the Better Business Bureau to take immediate action to compel Lenox Hill Radiology to address this issue urgently. As a consumer, I believe in fair treatment, accountability, and transparency, and I trust that the Better Business Bureau will advocate for consumers' rights in situations like this.Thank you for your attention and assistance in this matter.

  Business Response

  Date: 08/16/2023

  This is to confirm we have fully responded and reviewed all aspects of ************ 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 to collect is provided by the insurance in conjunction with the contracted cost of the exam.
  
  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 ************ account,************ insurance responded that she still owed $958.78 towards her deductible. Based on this response, and an exam contracted exam cost of $607.98 we requested a time of service payment of $607.98. On 4/18/2023 patients insurance adjudicated the claim with no patient responsibility, resulting in a credit balance on the account.
  
  Our billing system is set up to issue refunds to patients with credit balance after ***** days to ensure there was no reprocessing from the insurance changing the status of the account. Refund check in the amount of $607.98 was issued to the patient on 6/15/2023 to the address on file. Patient contacted out office on 6/27/2023 requesting a re-issue of the payment due to no-receipt.
  
  It was found during the review that the patients account was accidentally not sent for payment re-issue. This has been brought to the attention of management to ensure proper feedback and training has been issued to the staff to avoid this type of issue in the future.
  
  Patient called again on 7/10/2023 to check the status of her refund and was advised to allow for more time.
  
  Patient called again on 8/1/2023 requesting for additional review at which time it was found that the payment was not reissued and also we did not have a full address for the patient. We updated the patients address to include the apartment number and sent the account to have check reissued.
  
  On 8/9/2023, our refund department issued the patient a new check in the amount of $607.98 to the address on file.
  
  Our escalated refund turnaround is ***** business days and it is apparent we did not meet this goal.  I have sent this account to members of management and executive leadership to ensure processes and training are implemented to ensure issues like this do not occur again in the future. 
  
  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.
  
  I sincerely apologize for any miscommunications and the delay in receiving the funds owed to you. It is always our goal to ensure our patients receive a satisfactory experience before, during and after their visits with our imaging centers.
  
  If you still have not received the funds owed to you by 8/18/2023, please email me directly at:
  ********************************
  
  Kind Regards,
  *******************, ***
  Quality Assurance Manager