ComplaintsforToledo Radiological Assoc., Inc.

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Initial Complaint
04/04/2024
Complaint Type:
Billing Issues
Status:
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.
Hello, this complain I want to file is for Toledo Radiology Associates and NW Ohio Emergency Physicians, I have received numerous bills via email and text and have made numerous phone calls to them Re: they have Not submitted these claims to my insurance company over the span of 8 weeks. I was in Toledo Hospital on February 4th, 2024 all of the bills are for this day of service and between the 2 bills it's over 1,000.00 dollars. I have not been able to resolve this situation with them as of today April 4th, 2024. I have read reviews on the BBB about these two companies and it seems to show a pattern with these providers not sending claims on behalf of patients to the insurance companies, which could ultimately lead me being sent to collections.
Business response
04/08/2024
Thank you for your recent letter regarding the complaint submitted to your organization by ***** ********. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiological Assoc. Inc. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Assoc. Inc.

Our review of the patient’s account has resulted in these findings:

The claim for $267.00 has been filed with the patient’s insurance.
The charge is on hold pending response from the patient’s insurance company.
If there is any remaining balance due after we receive response from the patient’s insurance company a new communication will go out to the patient.

We regret for the inconvenience this has caused ***** ********. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
02/28/2024
Complaint Type:
Billing Issues
Status:
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.
In November of 2022 I got an ultrasound performed and all went okay. I refused to get half of the service and it was no problem. Our insurance deductible had been met as well so it should not have been an issue. Fast forward to summer of 2023 and we get a surprise bill from Toledo radiological saying we owe for both halves of this procedure. I sent it back through insurance and insurance covered the half that I actually got done that day, but wouldnt cover the other half. Ive contacted multiple billing departments and insurance but Toledo Radiological says its not their problem. Theyve pointed to insurance, now to the facility itself. They said they would investigate my claim and get back to me within 7-10 days and I never heard back. I had to call back myself. I had the test I got performed explained to me very condescendingly by the agent, and no matter how many times I explained that I only got half of it done, not the half that I was charged for, they insisted I was wrong. Im being charged $102 for something I never did. Had to pay it off because my bill was sent to collections before a resolution could be found.
Business response
03/05/2024
Thank you for your recent letter regarding the complaint submitted to your organization by ***************************. **************, LLC provides medical billing management services on behalf of Toledo Radiological Assoc. Inc. As such, *************** to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Assoc.Inc.

Our review of the patients account has resulted in these findings:

The $99.86 balance has been cancelled with the collection agency.
There is $0.00 balance due on the account.

We regret for the inconvenience this has caused ***************************. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
01/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had issues with Toledo Radiological trying to bill me after my insurance has already billed them. Or, they try to bill me before they even bill my insurance. NOW, they didn't even send me a bill and charged my credit card over $300 for charges I paid in full over 7 months ago. I have called and complained about this. I never received a bill, no text or emails. Their reply is "it will take 7-10 business days to look into charges". I want to know who and why the kept my CC on file for 7 months, who authorized the charges. Why it is taking them so long to "process"
Business response
01/12/2024
Thank you for your recent letter regarding the complaint submitted to your organization by ******** ******. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiological Association. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Association.

Our review of the patient’s account has resulted in these findings:

The last billing communication was sent to the patient on 5/21/23.
The patient’s credit card was not charged on her account since she paid on 5/21/23.
The patient was refunded $314.62 and $32.50 on 12/27/23.
The patient was refunded $120.00 on 1/10/24.
We regret the inconvenience this has caused ******** ******. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

Customer response
01/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will contact my bank and make sure I have received said refund

Sincerely,

******** ******
Initial Complaint
11/08/2023
Complaint Type:
Billing Issues
Status:
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.
Toledo Radiological Associates has billed me 2 times in the last year for procedures that were paid by my insurance company. They have and are reporting that they have no records of the insurance paying when I have claim details with claim numbers that the procedures were paid for. They cancelled out the mammogram balance after mailing them the proof of payment for the mammogram. the most recent and current bill is for an ultrasound. this time they did not mail a bill to my home, only sent me an email stating that I had a balance. I called them and requested a bill be sent to my home so I can mail the proof that it was paid and I have zero responsibility. Mailing the proof of payment was the only way they cleared the balance for the mammogram and I suspect that they will clear it once they receive the proof again. This is repetitive and incorrect billing on their part - this is also fraudulent in my opinion. they are asking for additional money that they should not be. I would attach the documentation that I have, but it contains personal identifiable information.
Business response
11/10/2023
Thank you for your recent letter regarding the complaint submitted to your organization by ******* ********. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiological Association. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Association.

Our review of the patient’s account has resulted in these findings:

The billing office located the missing insurance payment and applied it to the patient’s account on 11/9/23.
The billing office is researching why the payment was not originally found.
We regret the inconvenience this has caused ******* ********. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer response
11/15/2023

Complaint: ********

I am rejecting this response because: this is repetitive behavior on the company's part. In the last year, I have had to fight with customer service to get the bill, that I am not responsible for and that my insurance company has already paid, resolved. If you look at the other complaints filed against this company, I am not alone in this issue. It appears as if they are after additional money, this is fraudulent behavior. I was on a 3 way call with Toledo Radiological and my insurance company and they still would not take care of the bill with my insurance company stating it was paid and giving them the check number along with the pay date.
This company seriously needs to be investigated.

Sincerely,

******* ********
Initial Complaint
07/17/2023
Complaint Type:
Billing Issues
Status:
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.
I have paid several bills because Toledo Radiological Associates keeps billing the wrong insurance. The bill Blue Cross Blue Shield. I keep telling them that I have Federal Blue Cross Blue shield. EOC is for 12/28/2021 and I paid $201.00. My insurance said they never received a bill and this would have been covered. They said I should not have paid the $201. I want them to bill Federal BC BS and my $201.00 back.
Business response
07/17/2023
Thank you for your recent letter regarding the complaint submitted to your organization by **** *****. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiological Association. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Association.

Our review of the patient’s account has resulted in these findings:

The claim for $201.00 was filed to BCBS of Michigan Federal Employee Program on 3/9/22 and rejected electronically as patient could not be identified.
The claim was refiled 7/17/23 and a paper claim is being sent to BCBS of Michigan Federal Employee Program.
If BCBS of Michigan Federal Employee Program either denies the claim stating the patient is not responsible for whole or partial balance of charges, pays on charges the billing office will review Explanation of Benefits for potential refund.

We regret for the inconvenience this has caused **** *****. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.

Customer response
07/18/2023

Complaint: ********

I am rejecting this response because: BCBS has called several times trying to contact you and direct you on using the correct Numbers. Federal Blue Cross Blue Shield of Michigan had both *******, and ******* Contact you several times.

Sincerely,

**** *****
Business response
07/24/2023
The claim was filed correctly with the insurance information provided by insurance agents. The claim was filed on paper and the charge is on hold pending response by the insurance company.
Initial Complaint
06/26/2023
Complaint Type:
Billing Issues
Status:
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.
They charged my debit card this morning without me providing the information to them or authorizing it, 6/24/23.
Business response
06/28/2023
Thank you for your recent letter regarding the complaint submitted to your organization by ******** ********. ***** ********, LLC provides medical billing management services on behalf of Toledo Radiological Association. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Association.

Our review of the patient’s account has resulted in these findings:

The patient set up an automatic reoccurring payment plan of $43.61 online on 5/24/23.
The patient can call (800)******** to cancel the automatic payment plan and set up manual payment plan if needed.

We regret for the inconvenience this has caused ******** ********. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer response
06/28/2023

Complaint: ********

I am rejecting this response because:
I never set up a monthly payment plan or I would not have filed a complaint.
Sincerely,

******** ********
Business response
06/28/2023
The payment plan was set up online on 5/24/23 for a 4 month payment plan. The card was charged on 5/25/23 and then on 6/25/23 for $43.61. Please feel to call our billing office to discuss further.
Initial Complaint
04/04/2023
Complaint Type:
Billing Issues
Status:
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.
I have been dealing with this issue for a year. I had a routine mammogram done through Promedica Monroe Hospital done in April of 2022. Their customer service is the worst I’ve ever encountered! It’s a joke! My insurance company has called 4 times on my behalf and each time we are given a different reason why I am being billed. When I have full coverage. Wrong last name, wrong insured, wrong BCBS of Ohio instead of Michigan, no record of my insurance, secondary insurance billed etc, the list goes on and on! It’s exhausting and ridiculous after reading all the complaints On BBB! How can any hospital use this company? I will never go to any hospital (Promedica) or clinic that will be using Toledo Radiology Services again. Makes me wonder if their Radiologists are even qualified to read biopsies or other tests correctly? I can’t imagine going to medical school and having my reputation tainted from using this company! But I’ll tell everyone I know to stay away! #Toledoradiologyisajoke
Business response
04/05/2023
Thank you for your recent letter regarding the complaint submitted to your organization by **** *****-*******. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiological Associates Inc. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Associates Inc.

Our review of the patient’s account has resulted in these findings:

The claim was filed to the patient’s insurance multiple times and each time rejected by clearinghouse as can’t id the patient.
A paper claim was mailed to the patient’s insurance on 4/4/23.

We regret for the inconvenience this has caused **** *****-*******. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer response
04/07/2023

Complaint: ********

I am rejecting this response because: they claim they couldn’t ID the patient. Each time BCBS of Michigan called on my behalf, they used every excuse possible for a whole Year mind you, to claim they had the wrong name. Wrong insured. Wrong spelling of my name. Wrong insurance billed, said they billed secondary insurance. There is no secondary insurance. Wrong state they billed BCBS of Ohio instead. Each time there is a different lie or excuse even with customer service reps from BCBS of Michigan giving them the correct information on my card every time my name, etc. Zoltec Billing Services customer service reps do not even put notes of the numerous calls for a year dealing with this situation. Not until I specially asked Martin the customer service Rep from Zoltec to put the notes in did he! I will ask each and every time whether Zoltec billing is associated with any and all medical tests or anything needed and chose a different Dr., Hospital, or medical center. It’s been the most frustrating company to ever have to deal with! Toledo Radiological should drop this company! When you google complaints for Toledo Radiology there’s a ton of complaints! All due to billing! Zoltec Billing Services! Ridiculous. And they give the run around and flat out lie.

Sincerely,

**** *****-*******
Business response
04/12/2023
The claim was filed correctly multiple times. The charges are on hold pending response from the patient's insurance. If the insurance company denies for timely filing the balance would not be the patient's responsibility.
Initial Complaint
03/14/2023
Complaint Type:
Billing Issues
Status:
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.
I really think you need to look into this company for fraudulent charges. I have tried over and over to get them to bill my correct insurance and they just send me to collections. There are so many complaints about their billing that something needs to be done. They keep harassing me with automated phone calls . Charged me for a procedure I never had done too.
Business response
03/14/2023
Thank you for your recent letter regarding the complaint submitted to your organization by ******* *******. Zotec Partners, LLC provides medical billing management services on behalf of Toledo Radiology Assoc. Inc. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiology Assoc. Inc.

Our review of the patient’s account has resulted in these findings:

The secondary insurance information was updated and claims for $180.14 is being sent to the patient’s secondary insurance.

We regret for the inconvenience this has caused ******* *******. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer response
03/15/2023

Complaint: ********

I am rejecting this response because:
You ran the wrong primary insurance . You ran my 14 year olds insurance and it was rejected. I called to give you my insurance and the person was rude. It needs to be run under my insurance first then my secondary. Also why am I getting billed for two ultrasounds when I only had one. Just because they looked internally and externally does not mean it’s two ultrasounds. You need to fix your website too because I have updated my insurance thousands of times and you never get it right. You need to fire all your billing people because now I see this is a chronic issue looking at your reviews. I’m sure you have gotten some extra money because some people don’t look close at their bills. You play like it was an accident but how many times can this happen and it still be an accident? I now think it’s on purpose to rip people off.
Sincerely,

******* *******
Business response
03/15/2023
Both procedure codes billed are valid and are always billed separately. The insurance is updated correctly in the billing system. We will have supervisor from billing office reach out directly to patient for any additional assistance needed.
Initial Complaint
09/28/2022
Complaint Type:
Billing Issues
Status:
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.
I had a routine screening mammogram with Toledo Radiological Associates via ******* *** ****** ******** in December of 2021. I have very good health insurance through ****** **** ********** ****** which covers this test. When TRA sent in the claim apparently something was missing. I was told by TRA that my insurance company rejected the claim because there was missing information. I have been in touch many, many times both on the phone and by letter both to my insurance company and TRA. I know I have insurance coverage but I can't control how the claim is sent in to the insurance company. TRA wants me to pay the bill. I think this could be fraud where they are collecting money from me and the insurance company because this is a very routine screening test that would not be contested by a big insurance company like ****
Business response
09/28/2022
Thank you for your recent letter regarding the complaint submitted to your organization by ********* *******. ***** ********* *** provides medical billing management services on behalf of Toledo Radiological Assoc. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of Toledo Radiological Assoc.

Our review of the patient’s account has resulted in these findings:

Per **** claim denied as need other insurance companies Explanation of Benefits to process claim.
Toledo Radiological Assoc. called **** on 9/28/22 and per insurance representative the patient had primary insurance with ***** at time of service.
The patient will need to call billing office to provide ***** information and if the patient did not have ***** at time of service, they will need to call **** to fix coordination of benefits issue.
Several messages have been left for the patient to advise of next steps.
The patient will continue to get billed until information is updated by the patient.

We regret for the inconvenience this has caused ********* *******. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Initial Complaint
09/26/2022
Complaint Type:
Billing Issues
Status:
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.
I was seen at ********* ******, ** for a kidney stone issue. The doctor orders a CAT scan to be done, doctor reviews the results. The calls me couple days later tells me that, I need to have procedure done to remove kidney. I agree to have the procedure done to remove kidney. About a month after procedure, I receive several bills from doctors. I reached out to all the doctor's office letting them know that I need to make payment arrangements due to the amount of the bills. Then I receive a text message from Toledo Radiological saying a payment is due. I called Toledo Radiological back after work and explained to them I never received a bill from them. Toledo Radiological said they would send me a bill out. I received the one bill and called them when I received the bill and explain that I have several other bills from doctors due to this procedure. I asked them if I can make payment or get on a payment plan Toledo Radiological said yes gave me the amount of $25.00 per month, I agreed to the amount. Well, the next month I get another text saying my payment is due, I called Toledo Radiological back letting them know I never received another bill from them, how I am supposing to pay you without any bill. They told me they don't send out bills, I said but I am on a payment plan. I was told they don't send out another even if you are on a payment plan. I said how do I know where to send the money if I don't have a bill.
Business response
09/29/2022
Thank you for your recent letter regarding the complaint submitted to your organization by ***** ******. ***** ********* *** provides medical billing management services on behalf of ****** *********. As such, I am responding to your inquiry on their behalf. It is our mutual goal to provide accurate and timely billing services in a satisfying manner to the patients of ****** *********.

Our review of the patient’s account has resulted in these findings:

Payment plan reminders can only be set up via text message or email. No paper payment plan reminders can be sent.
The patient can access account online anytime at ******************. The patient can view or print statement on patient portal.

We regret for the inconvenience this has caused ***** ******. At this time, we request you close this complaint as we have resolved it in a satisfactory manner.
Customer response
10/03/2022

Complaint: ********

I am rejecting this response because: I don't have a computer & printer in my apartment. But if you make agreement to make payments on a bill, but the company doesn't send you a statement where are you supposed to send the payment to the company if you have no statement. Also, when you call the company and speak to a supervisor and tells you that you will receive a month statement and you don't receive a statement but a text message saying your bill is going to be late.

Sincerely,

***** ****** ***
Business response
10/06/2022
A supervisor will call the patient for assistance.
Customer response
10/07/2022

Complaint: ********

I am rejecting this response because: A supervisor was to call me on October 6,2022 or October 7,2022 haven't heard from any supervisor in regard to this matter.

Sincerely,

***** ****** ***
Business response
10/12/2022
A message was left for the patient on 10/10/22. The patient can either call back phone # that was left on message or can call ************* and ask to speak to supervisor directly.

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