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

  3250 Westchester Avenue Bronx, NY 10461-4500

• 

  Lenox Hill Radiology

  195 Montague St Brooklyn, NY 11201-3628

• 

  Lenox Hill Radiology

  375 E Main St Bay Shore, NY 11706-8418

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  Lenox Hill Radiology

  1390 Hempstead Tpke Elmont, NY 11003-2539

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:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had received service on thats was incorrectly billed and my medical information was shared without my consent and knowledge. I called up the company to complain about the situation and they were wry disrespectful and rude. I was told on multiple occasions that I will be contacted by a manager and was told that my bill would be stopped out of collections. My bill was transferred to a collection agency with my knowledge of the final bill amount and was told that I was irresponsible to not follow up as it is my responsibility. I have called and spoke with multiple persons who said that they were as a part of management and received no assistance. I had finally contacted the collection agency and they said that I should reach out to someone in their corporate office and I was given the incorrect information by customer support at *********************. I had reached out to them today 8/7/23 and was yet again given incorrect information and was told I had another balance due. I have risked my health and my finances to receive services from this supplier and would really appreciate any assistance you can provide. They need to be reviewed and revoked there medical status for the sake of the patient and because of public safety.

  Business Response

  Date: 10/25/2023

  Dear ********************* -

  First and foremost - Please accept my sincerest apologize for the delay in responding to your complaint.

  I have reviewed your account in its entirety and it appears there was an oversight at the site when scheduling your exams on 4/14/2023. It appears you had two service ordered for 4/14/2023, one order was received by ************************* for ***** - US Head/Neck/Thyroid and the second order was received by *******************************************; for *****- CT Orbit or Ear without contrast. When scheduling your services, the scheduler incorrectly assigned ********************************************* to both procedures inadvertently sending the radiology report back to his office. This issue was corrected in our system on 6/13/2023 and sent to *************************.

  Due to the inconvenience of this  error, we have provided the patient back their co-insurance amount of $101.92 on 9/28/2023.

  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 audit trail were we able to locate the root cause of this unfortunate incident. We have forwarded to management at the site and regional levels. In addition, executive leadership has been notified so that they may provide training, feedback, and/or education to ensure that errors of this type are avoided 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 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:07/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an MRI taken at Lenox Hill Radiology on May 4th, 2023. At that time I was told my CIGNA insurance would not cover the entire amount due and I would have to pay $668.42 out of pocket, which I did. Later, when checking my employer's coverage with CIGNA, they informed me this was not billed correctly and I should not have paid anything out of pocket. I have attached copies of the receipts.***** then contacted *** on my behalf and later informed me on 6/5/2023 that *** agreed there was an error and they would refund me the $668.42. I was given a *** acct# ************ and should expect repayment in two weeks. After two weeks had passed, both myself and ***** again contacted ***, who told us they were backlogged and it would take another 30 business days to receive the refund. That time period has now lapsed as well, and when I spoke to *** a third time on 7/20/2023 they now told me they would escalate this issue and it would take at least another 2-3 weeks for them to reply to this case. They also said they informed CIGNA as well but my CIGNA rep told me they do not answer their phone calls.It is going on 2 months now trying to get *** to return the money that they admittedly NEVER should have charged me in the first place. I do need this money to help cover bills for a sick family member, so it is a burden to me now that I can't collect what is owed to me and *** refuses to set any resolution date at all while they continue delaying payment.I am simply asking for a refund as soon as possible. Thank you for any help you can provide.**************

  Business Response

  Date: 07/27/2023

  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 *********. 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 ********* 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 ********* 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, *** ****** ********* responded on 5/4/2023 that there was still a remaining deductible owed of $668.42. The cost of the exam per our contracted rate with Cigna is $1111.80 which explains why the system generated that the patient owed $668.42 at TOS.
  
  On 5/4/2023 we received the ********* adjudication indicating that there was no PR owed for this DOS. Typically, accounts with credit balances with no pending claims will be refunded by end of month. If a patient contacts the billing office requesting a refund review, the expected turnaround time for completion is 15 business days and it is apparent we did not meet this goal. 
  
  Patient was refunded via check to the address on file in the amount of $668.42. Please expect 5-7 business days to receive 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, tracking such an inquiry through completion.
  
  I have provided my feedback on the timeliness of this refund back to leadership teams for further research into workflow processes.
  
  We greatly appreciate how you worked with us on this complaint and again apologize for the delay in refunding your overpayment.
  
  Kind Regards,
  
  *******************, RCC
  Quality Assurance Manager

  Customer Answer

  Date: 08/01/2023

  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:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received services from *** on 7/21/22. That day, *** estimated the bill to be $579.71, and I paid it. *** recorded this and I have a receipt.On 3/12/23---for the first time and 8 months later---I got a bill from for $406.29. The bill was more than expected with insurance and even so, I wasn't credited for the amount I paid , so I knew this was in error.Insurance said I should only owe $28.37, but there might be an error in the Explanation of Benefits, so they reprocessed it and asked *** to resend the bill. I told ***, and sent them the new EOB. On 4/6/23, *** told me they had the wrong PO Box for my insurer, and they would resend the bill. They gave me an account summary, which contained inaccurate information. They said I'd hear back in 30 days.On 4/21/23, I called *** again because I received another bill on 4/11. *** told me that the bill was auto-generated and to ignore it. Even though I disputed the bill, I asked why I had not been credited what I already paid; *** said that the credit would be applied after the new EOB was processed, and that I should check back in ***** days or on 5/6/23.I received another bill for the same total in May. I called *** who said the estimated time for processing did not include weekends, and that I should check back later.*** has now sent me a bill labeled Final Statement, stating that it will be referred to a collection agency if I do not pay. As explained, I have paid *** IN EXCESS of the amount they say I owe. It has been almost one year since these services were rendered, *** waited to send me a bill until 8 months after, and now it has been over two months of trying to resolve this. ***, alone, has caused this delay.Clearly, *** has no intention to resolve this. I do not trust that *** will ethically or legally resolve my bill. I want *** to clear the bill I allegedly owe on for services on July 21, 2022, and I want *** to refund me the $579.71 that I have already paid immediately.

  Business Response

  Date: 06/30/2023

  Please be advised we are actively working this issue with the patients insurance. we have filed five claims to the patients Cigna plan based on the insurance information she provided at time of service and also the same information that she has provided over the phone, however, her insurance keeps denying that there is another insurance that is primary insurance. We have obtained proof of eligibility from the Cigna website showing they are primary insurance and have recently refiled the claim again. If they deny again, we will submit an appeal. If for whatever reason they still do not adjudicate this claim, we will refund the patient the entire amount they paid at the *** due to issues with getting her claim processed with her insurance. Until we receive a payment or a denial from the patients insurance, we cannot determine if the patient has an amount owed for this DOS, or if a refund is due.

  Patient was billed/sent a letter to have her contact us to confirm we have the correct information which is the reason she received a bill. We currently only have responses from Cigna stating the patient has other insurance as primary and they will not process the claim until primary insurance processes the claim.

  We apologize that this still has not been resolved, however, we are doing everything we can to get the processed appropriately.

  I have placed a hold for all billing activity on this account and notated it accordingly to appeal the insurance if denied again. 

  I will continue to monitor this claim through completion and will contact the patient once a response is received.

  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 apologize for the delay in how this claim is being processed with your insurance.

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had services on 5/4/23.Upfront I was charged $404.32 which they ran the charges against my FSA Credit Card. They overcharged me as they were only suppposed to charge me for the rate at which my insurance says I am supposed to be charged per the **** The total I should have paid was $330.My FSA card informed me that they needed to have the $74.32 Credit from Lenox Hill Radiology ("***") put through asap or my FSA account would be shut down.I contacted billing at *** on May 18th. **** said the credit would take ***** business days to go through.I followed up on June 24th at which point they said I will see the credit on June 12th.On June 12th there was no credit on my Account!I called again on June 14th and was told that they had not even started processing the credit as of yet but do show both my phone calls in the notes.

  Business Response

  Date: 06/14/2023

  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.
  
  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, ****************** overpaid at TOS for 5/4/2023 date of service in the amount of $74.32. 
  
  Our refund turnaround time is typically ***** business days and it is apparent we did not meet this goal.  We have issued *** ********* refunds for all date of service in question. 
  
  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 have passed this information to our executive leadership to determine if there is an issue with how the patients insurance is submitting the information electronically back to our system.
  
  We greatly appreciate how you worked with ** on this complaint and apologize for the delay in receiving your refund. 
  
  If you have any additional questions, please contact me.
  
  Kind Regards,
  
  *******************, RCC
  Quality Assurance Manager
  ************

• Initial Complaint

  Date:05/16/2023

  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.

  On two occasions Lenox Hill Radiology / Rad Net collected money from me that they full well knew would be paid by my insurance company. They told me I needed to pay $488.61 "because my deductible had not been met"- this was false information. The services they provided on 3.28.23 (follow up mammogram and sonogram) were not subject to deductible and my insurance also paid Lenox Hill electronically $488.61 less than a week later. On 4.11.23 Lenox Hill performed a needle biopsy on my breast and told me that since I had "not met my deductible" I would owe $914, which I paid that day. Again they falsely stated that the procedure was subject to a deductible, which it was not and my insurance again paid them $914 within a week of their claim. 5.8.2023: saw that my insurance had fully paid for both services, I called the Lenox Hill billing **** and they agreed to refund the $488.61 to my credit card but they would not refund the $914 charge and told me that I would have to call back to ask for a refund in 2 weeks. On 5.16.23 I saw no refund had been made on the $488.61 and I called RadNet to follow up. They said "refunds are currently taking about 20 days." Why? No reason. They can keep my money, taken under false pretenses, as long as they like. Nothing I can do about it.During the 5.16.23 call, I asked again about the $914 charge and they agreed to initiate the refund process, telling me to 'keep checking my credit card transactions to look for it in about 20 Days.' Lenox Hill / RadNet is not acting in good faith when collecting money from patients that they know full well will be paid by insurance companies. In addition, they are not transparent about the refund process. I asked 'What if I had not called to request the refund?' They replied 'we would have credited it to your account'. This is not an acceptable response. They are not a retail outlet and patients do not want or need account credits as though a item has been returned.

  Business Response

  Date: 06/14/2023

  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. At the time of service, Oxford health plan transmitted that the patient still had a remaining deductible oweds of $2954.08 resulting in the request for a TOS payment by the patient.

  
  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, *** *** overpaid at TOS for 3/28/2023 date of service in the amount of $488.61 and also for 4/11/2023 date of service in the amount of $914.69.   
  
  Our refund turnaround time is typically ***** business days and it is apparent we did not meet this goal.  We have issued *** **** refunds for all dates of service in question. 
  
  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 have passed this information to our executive leadership to determine if there is an issue with how the patients insurance is submitting the information electronically back to our system.
  
  We greatly appreciate how you worked with us on this complaint and apologize for the delay in receiving your refund. 

   

  If you have any additional questions, please contact me.

   

  Kind Regards,

   

  *******************, RCC

  Quality Assurance Manager

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

  Customer Answer

  Date: 07/19/2023

  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:04/26/2023

  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 10/20/2023 my wife had 4 screenings done at Lenox Hill radiology for which she was told she would have to pay her share of the insurance which was $51.62. Since the total cost was covered by the insurance we have been trying to get to get a refund for over 6 months now. I have called a least 8 times. At first I was told to be patient and my refund would be sent out within the next month. Each time I called back I was told that it was in review.. This went on for 6 months now. My insurance called 2 times and I was told more than once that a supervisor would call us back to explain why this was taking so long. I have never received a call.

  Business Response

  Date: 05/03/2023

  This is to confirm we have fully responded and reviewed all aspects of *** and ******************* 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.
  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, *************** overpaid at TOS for 10/20/2022 date of service in the amount of $51.72.  Due to the patient having other services on that day, her payment was applied to the open balances in our system that had not been adjudicated, resulting in a delay in refund. 
  
  Our refund turnaround is 15 business days and it is apparent we did not meet this goal.  We have issued ******************* a refund in the amount of $51.72 to the address on file.
  
  We have contacted ** and *************** and explained the issue,confirming the refund has been processed.
  
  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.

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every time I go for a service they charge me a fee. I finally called my insurance to find out why the annual routine service for women is not covered. My insurance said we do cover and have paid the provider. After calling the provider I was told oh yes we were paid in 2022 and we must have missed reimbursing you. Clearly they were holding on to money I was due and until I finally asked a year later they acted like it was just missed. I now want to check previous billing years to see if I am due any other money that my insurance also paid and reimbursement was mistakenly missed. After two calls I am unable to get a statement of account and am giving lots of excuses on why they cant provide the information.

  Business Response

  Date: 05/04/2023

  This letter is a response to the above referenced complaint. We have reviewed all aspects of the complaint and summarized in the below response. Attached you will find the requested information by the patient regarding statements for all of her dates of service as well as all copies of explanation of benefits from her insurance(s) for every service we have provided.

  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. 
  
  As part of our refund policy, in the situation where there is a credit balance after claim has been adjudicated by the insurance, any excess funds are then applied to any other outstanding balance that *** be owed. If at the time of review, there is no outstanding balances, the patient is refunded the excess amount.

  In the attached document, all balances between 12/28/2015-3/18/2022 are at $0.00 with all patient payments being applied towards co-pays/ co-insurance, and/or deductibles. Patient was also refunded 10/25/2021 in the amount of $22.08 as at that time there was a credit balance on her account.

  We have reviewed all aspects of the complaint and have determined that there is no additional refund owed to the patient for any of her prior dates of service. Patient currently has an open balance for her recent 2023 dates of service, one of which is still pending with the insurance.

  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company, tracking such an inquiry through completion.
  
  We apologize for the delay in resolving this inquiry and greatly appreciate how you worked with ** on this complaint.

   

  If you have any additional questions, please do not hesitate to reach out at ********************************

   

  Regards,

  *******************, RCC

  Quality Assurance Manager

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I present to the Lenox Hill Radiology (***) located in ********** for a chest x-ray on 4/10/2023. The center employee provided me with a code to check on the status of my study report in the patient portal system online.I did not see my report the day after (4/11/2023) so I called the phone number provided *************). The customer service representative told me that the report would be ready in 3 business days so I scheduled a doctor *********** with my referring doctor on Thursday (4/13/2023).On Wednesday (4/12/2023), I called the same number again, and another representative told me the report would be available in 5 business days (different from what I was told before) Therefore, I contacted my referring doctor and he requested a STAT report for me. I submitted it to *** soon after (2:52 pm). I called again to ***, one lady told me that the report will be ready by Thursday morning. Therefore, I kept my *********** with my referring doctor 2 pm on Thursday.On Thursday, I called *** at 12pm because I still did not see my report. The representative told me that the report of a STAT study should be ready within 24 hours after submission. I have been waiting near my referring doctor's clinic for the whole afternoon and kept checking on the status of my report. It was still not available on Thursday.On Friday, I called *** at 9 am and finally, the representative gave me the phone number of Lenox Hill Radiology (***) located in **********. The receptionist at the radiology center told me that there was a technical issue on their end therefore my X-ray images were not sent to the radiologist. They fixed the issue and the report was eventually released in the afternoon on Friday.I truly believe these events are very unprofessional, especially for the employees at the calling center. Their unprofessionalism greatly affected my well-being in getting a report timely and getting the potential necessary medical advice/treatment. Therefore, I request for a discount or refund for my *********** and procedure.

  Business Response

  Date: 05/01/2023

  Lenox Hill Radiology did speak with **** *************** and had the opportunity to hear his concerns. We take all patient grievances seriously and apologized for the  situation he shared with us. We will be investigating this matter further and will take the appropriate course of action. Patient care is a top priority of our company and we strive to ensure that all patients have a positive experience.

  Customer Answer

  Date: 05/02/2023

  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:

  The company has not provided any specifc methods of resolution in this complaint. 

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

  Business Response

  Date: 05/17/2023

  I have reached back out to the site manager regarding the follow up he had with the patient.

   

  He advised that he has had a couple conversations with the patient regarding this and that the patient was satisfied with the follow up calls. Per the site manager, "Patient understood that he did not have co-pay and that there is no refund to be issued. Patient was advised that the complaint was escalated to the internal portal to reeducate the team on proper protocols and patient was satisfied that we have taken this step to re-educate our staff. All communications were verbal and apologies were accepted."

   

  At this time we do not have any additional actions we can take.

  Customer Answer

  Date: 05/18/2023

  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:04/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told to arrive 1:30 for radiology, a ** angiogram with Lenox Hill radiology located at ***************************************************. Upon arrival the staff was incredibly nice at the front desk. I was called an hour later, and was told that my pulse needed to be lowered ( under 70) and I would be provided some medication that would take anywhere to a *** of 1 hour or more in order for it to work. And it's possible if it don't work. I won't receive the ** angiogram scan which I desperately need... which also defeats the purpose of me coming here to Lenox Hill Radiology, and not eating for an entire day and a half as per the radiology department ,not consuming anything due to this test that possibly not going to happen. The team performing the ** scans are unprepared here at the radiology department. They were not on point and things are very much in chaos. I'm awaiting for the manager to provide me his business card and information,because I want this to go on record. I was miss treated by Lenox hill Radiology.

  Business Response

  Date: 04/25/2023

  Lenox Hill Radiology Management did speak with *********************** and had the opportunity to hear her concerns. We take all patient grievances seriously and apologized for the  situation she shared with us. We will be investigating this matter further and will take the appropriate course of action. Patient care is a top priority of our company and we strive to ensure that all patients have a positive experience.

  Customer Answer

  Date: 04/25/2023

  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:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2023, *** service was provided by Lenox Hill Radiology. The amount owed at time of service was $795.93, which was paid in full via credit card. On 2/9/2023, the *** service claim was processed by my insurance provider and I was notified the amount owed at time of service should have been $389.61 and that I need to request a refund of $406.32. I have called Lenox Hill Radiology on two different occasions and they have agreed to a refund in the amount of $406.32 to the credit card used at time of service on both occasions. However, my refund has yet to be processed and I am no longer able to reach them on telephone.

  Business Response

  Date: 04/17/2023

  This letter is a response to the above referenced complaint.  We have reviewed all aspects of *********** complaint and summarized in the below response.
  
  On February 7th, 2023, patient was provided MRI Imaging of the Left Shoulder at Madison ****** Medical Imaging.
  
  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.
  
  At the time of service, the 271 response from the patients insurance provided that patient still had a remaining deductible of $1377.17. Our estimated cost per our contracted amount with BCBS is $795.93. We collected $795.93 from the patient at the *** based on his remaining deductible owed.
  
  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.
  
  Patient was issued refund on  4/12/2023 back to the credit card on file in the amount of $406.32.
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the *** 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 and sincerely apologize for the delay in sending your refund.
  
  Regards,
  
  
  ******************** *** *** ***************** *******
  ******************************  

  Customer Answer

  Date: 04/19/2023

  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,
  
  ***************