Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this is for my wife received mammogram at UR Medicine, RED CREEK 500, 601 Elmwood Avenue, Box 888, Rochester, NY; Account# *******; Total Account Balance: $721.12; on 3/20/2023, first mammogram was done. but later I got a call telling me that the mammogram was not clear and need to be done again. I have asked specifically if the 2nd mammogram will be covered under "preventive" and they told me yes. so I agreed to proceed. the way it was explained to me that they would perform a mammogram again first. if it is still not clear, they would perform an ultrasound. the 1st mammogram was covered 100% under insurance. on 4/13/2023, 2nd mammogram and ultrasound were performed and was billed as "diagnostic". since it is not "preventive", insurance did not pay and I stuck with this $721.12 bill for annual routine checkup. I have called their billing department, ###-###-####, more than 10 times and left voice mail, but no one call back. the person who answer the call would not be able to do anything besides reading what showed on s/his screen. what bother me is the following, 1. if the hospital performed the 1st mammogram and it could not determine the result and needed to do it again, do they have the right to bill again since they did not do a good job the first time? 2. if ultrasound is finally needed, why did they do a 2nd mammogram again? to me, if they perform mammogram again, the result would be the same unless they did something wrong the 1st time. 3. why didn't their decision maker call me back(I have requested multiple of times)? it was the hospital's mistake and they refused to correct it.

  Business response

  02/21/2024

  Regarding complaint #********:The customer's complaint was investigated by the medical imaging administrative team.  That investigation found that the imaging for this customer was performed, coded, and billed appropriately.  The customer reached out to the billing office who confirmed that the bill was accurate.  The customer did not reach out to Patient Relations to escalate concerns for additional review and follow-up.  Patient Relations, our department for handling matters related to customer service complaints, learned of this complaint in January 2024, following a complaint to outside organizations such as the BBB.  We have since followed up with the customer to explain the complaint process and to ensure that they have our proper contact information for a more expedited and timely response.    

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