ComplaintsforNorth Star Diagnostic Imaging

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Husband went it on Saturday March 9th. He was expecting to be put in the big *** machine since that is what the doctor ordered. He is 5'11" 342 lbs and built like a lumberjack, so big guy. He got in the room and even asked if it was the large one and he was told yes. So he trusting they knew what they were doing got on the table. He had let them know ahead of time that he had bad enough anxiety about ***s the he had to take a Valium just to do the scan. Instead of slowly moving the table they moved it fast and jammed him into the machine bruising both of his arms. He's crying in pain and hears the techs talking among themselves one says to the other "get him out" and the guys response is "I can't the table is stuck." They had to manually pull the table out. Before we left we were informed they don't do the big one on Saturdays and that we could reschedule. There is no way we were going back to them. My husband has been having nightmares since this happened. We went to a different imaging place and even after taking 2 Valium his trauma is so bad from this experience he couldn't get through the *** but the new place kept an eye on him and got him out very quickly. Now we have to go to an open *** which isn't as detailed of a picture. But after this experience it is our only option.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to contact this business twice through the email address on their website, which bounces back. It has been 6 weeks since the insurance claim has closed but no refund for overpayment has been issued.

  Business response

  05/13/2024

  The North Star Employee this was originally sent was no longer employed with our Company. We just received the letter mailed 5/6/2024 today at our **************** on 5/13/2024. We received a notification from *************** regarding the Patient's negative review via Qualtrics on 3/20/2024, and the overpayment was refunded back to the CC/debit card on file in the amount of $222.50 the same day. We are having technical issues with our website and email *********************************** This has also been addressed with our Third ********************* regarding the delay in issuing the Patient's refund. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account number is ******. I had a MRI in ********************** Star ********** on 8/16/2023 and supposed to self pay service for $240, the representative mistakenly ran my insurance resulting a bill of $2000 and they are trying to charge me $960. I contacted several times for the billing and was PROMISED by different representative its their mistakes and they will honor my selfpay for $240. Today 10/17/2023 I tried to followup if the bill is resolve and was told they are not responsible for the consequences of the mistake. I will still own the remaining balance which shows on my bill. I requested to escalate the issue and investigate the recording phone call, and was told one of the supervisor Shantyle will reach out to me by the end of day but still havent heard back from them.

  Customer response

  10/24/2023

  This had been resolved. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter, *******************, had a shoulder MRI performed at NorthStar Diagnostic Imaging in *****, on 8/10/2023. We shopped around at ***** and couple of other imaging centers, but chose North Star in ***** because they quoted the cheapest out-of-pocket price of $705, which I paid on day of the procedure (8/10).Lo and behold, about four weeks later, we received a bill for $224.37 for services performed on 8/16! My daughter never even went to the imaging center on 8/16. I called the number on the bill and was told to dispute the charge at the online portal. After spending 20 minutes on the portal, I was not able to find a way to dispute the charge. The services for 8/16 are not only outright fraudulent (the patient was not even there), but they submitted a claim to the insurance (for $1020)! They insurance did not pay anything but discounted the cost to $224, for which North Star has billed me.Further, I saw another disturbing thing at the portal... for the services that WERE performed on 8/10, instead of showing paid-in-full, it shows an outstanding balance of $1544! As mentioned at top, the total price agreed upon for these services was $705, which I paid at time of service. North Star never even submitted a claim to the insurance for the services on 8/10.Someone obviously messed up or they're being outright fraudulent... if it is the former (which I hope), I propose that North Star do the following to rectify:(1) Submit claim for the services on 8/10... the insurance should discount the cost to $705, which I have paid already. (Prior to agreeing to the service, $705 is the total cost we were told we'd be responsible for.)(2) Find out how the 8/16 charge got entered into their system, and remove it.I expect communication from North Star to explain the mistake and apologize for wasting my time (already 1.5 hours and counting)!

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My doctor ordered a CT SCAN to be completed at the North Star Diagnostic Imaging located3700 ************************************************************, scheduled by North Star Diagnostic Imaging on February 3. On February 2, 2023, North Star Diagnostic Imaging requested I pay an estimate of $240. My insurance paid and stated my share was only $85.95, resulting in an overpayment of $154.01. I have tried multiple time to use the website message board, email, phone and have received no assistance. I sent an email today with a deliver request and the email went unnoticed. Also, I have tried numerous times to have North Star Diagnostic Imaging to correct my address, but to no avail.My desire is to have the overpayment refunded to me.

  Business response

  04/26/2023

  Patient was refunded on 3/13/2023 in the amount of $154.01, and the refund receipt was emailed to the Patient. 

  Customer response

  04/29/2023

  I have reviewed the business response and accept this resolution.    Refunds were received from both complaints

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/21/22 I paid $361.55 for a CT scan which was performed by North Star on 1/24/22. My insurance informed me on 2/23/22 that my share was only $58.51, which resulted in an over payment of $303.04. I contacted North Star via the email address on their web page on 2/23/22 requesting the reimbursement of $303.04. I received no reply. On March 1, 2022, I contacted North Star again to request for my reimbursement of $303.04. I received no reply. On March 9, 2022, I sent another email requesting my reimbursement and received no reply. So on March 10, 2022, my spouse (while I listed to the call) called the billing number as listed on their webpage and was informed that the number had been changed. My spouse called the new number and the call was dropped. It took three calls to the new number, before a person answered. My spouse explained the situation and that I was due a reimbursement of $303.04. The person was not very helpful, stated they would have check out the information and a letter and refund would be mailed. After no response, another email was sent on 3/17/22 and no response was received. Therefore, I am due a reimbursement for overpayment of $303.04. Patient ID - FMXXXXX

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/23) */ This issue was escalated and the patient was refunded via original payment method. Our staff has reached out to confirm with the patient that the issue has been resolved. We apologize for the inconvenience and have asked the billing company to look into what happened with closing this out to the patients satisfaction. Consumer Response /* (3000, 7, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The refund was pending on 3/22/22, however today, NorthStar Diagnostics revoked the reimbursement and pending refund has been withdrawn. Continous calls to Billing has only been they can not see the refund and will have to research. So no refund was given. Business Response /* (4000, 9, 2022/03/25) */ The auth code for the 303.04 refund is Auth Code: XXXXXD - 00: Approved. The auth code for 28.75 is Auth Code: XXXXXD - 00: Approved. Usually it takes 3-5 business days for your bank to see the refund and place it back on your card. You can call your bank to see if they have received the refund yet, since it was done on 3/22/22. Consumer Response /* (2000, 12, 2022/03/25) */ Today the refund was issued and cleared our bank. I am satisfied with the results. Thank you

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about May 24, 2021 I had an MRI of my neck/spine. I was required to pay my full deductible of $2000 before they would perform the procedure. It was discovered that I had already met my deductible and this amount was charged incorrectly. I have been trying since July 2021 to get this resolved and have not had any luck. Representatives of the company acknowledge I am owed a refund of $1955 but have yet to refund the over payment. On December 14 2021, I spoke with Shanna at Northstar Diagnostics and she said it was their payment processing outsourcer that made the mistake and she would escalate my concern to management. She said the owner would have to sign the refund check but he was out for the holidays but it should be credited by end of the year. I called Shanna yesterday and left her a message informing her that I still have not received my refund. I have not heard back from the company.

  Business response

  02/21/2022

  Business Response /* (1000, 7, 2022/01/21) */ We received confirmation from our billing company the patient refund check in the amount of $1,955.00 was issued and mailed to the Patient's home address on 1/10/2022. I called the Patient on 1/21/22 and left a voicemail with details and my direct contact information. Consumer Response /* (2000, 9, 2022/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my refund check in the full amount as requested. Thanks 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. ↩