Business Profile

Radiology

ARA Diagnostic Imaging

Complaints

This profile includes complaints for ARA Diagnostic Imaging's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:01/07/2025
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.
I received an *** pre-authorized by ***** on December 11th 2024. The *** was billed for a total of $1200 by ARA Diagnostic Imaging (Account number: *********, out of the in-network plan's share was $390, charging me a total of $810. Before my appointment, I was told that my insurance would cover it, but it's only covering $390 out of $1200. On top of it, ARA Diagnostic Imaging charges only $540 if you don't opt for an insurance! When I asked if they can reverse the claim to insurance and directly charge me $540 without using the insurance, the billing department said they cannot reprocess it unless there was an error from their end. In my case, there was no error in billing code etc., so they are not willing to do the extra work to be justified in my case. Why would I pay $810 on top of the money they claimed from my insurance for a service that they charge a total of $540 without insurance! I need ARA Diagnostic Imaging to rectify this by charging me $540 minus $390 they claimed from my insurance, so charge me $150 which gives ARA a total of $540 for the ***.
Business Response
Date: 01/21/2025
Dear *******,
Thank you for your message. We understand your concern and would like to clarify the situation.
A representative has reached out to you to discuss your account in greater detail and resolve this issue.
Please feel free to reach out to our billing department should you need any further assistance.
Initial Complaint
Date:12/13/2024
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 August 12 2024, I paid ARA $64.09 for Procedure Code *****. I received an Estimation Charge Summary after I paid, which showed the insurance discount of $61.91 was applied. I found out in December 2024, from my credit card company, that *** had issued a credit of $62.95 to my credit card on November 21, 2024 (Three months after I paid them). So I called the ****************** to inquire. I learned *** filed a insurance claim on August 15 and received payment of $64.09 on August 20. Why the 3 months delay? I was told this is their process.This is an unacceptable billing practice, and I hope it's not widespread. As of December 13, 2024, they still owe me $1.14 the difference between want I paid and the refund I received.
Business Response
Date: 12/16/2024
Hello *****,
Thank you for expressing your concerns.
Someone will reach out to shortly to discuss the details of your account.
Should you have any questions or need to contact us for any reason, please call **************.

Customer Answer
Date: 12/16/2024
Complaint: 22683473

I am rejecting this response because: Although someone reached out, my main concerns weren't address. You know I am owed a refund in August, but you don't issue a credit until 3 months later in September. The only notification of the transaction comes from the credit card company and not from you. I should have received a check, which is my preference, since the credit card had been paid in September. Finally, you plan to issue a 2nd credit after I bring to your attention the credit you issued in September was short. I caught this because I kept the receipt. What happens to those who do not keep records?

Regards,

***** ******
Business Response
Date: 12/20/2024
Hi *****,
Thank you for your feedback. I apologize for the delay and lack of communication regarding your refund, as well as the short credit issued. All of your concerns have been presented to our senior management team to ensure we address them properly.
Per your conversation with our Service Excellence Advocate, we are currently reviewing both your and your wifes accounts for any overpayments in 2023 and 2024, and a second credit will be issued as necessary. We also acknowledge that direct communication from us would have been more helpful, and we are working to improve this moving forward.
Thank you for bringing these matters to our attention. We are committed to resolving your concerns and providing a better experience in the future. If you have any further questions, please feel free to contact us.
Customer Answer
Date: 12/23/2024
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.

Regards,

***** ******
Initial Complaint
Date:11/18/2024
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.
I went to ARA for a neck ultrasound on 1/8/24. At the front desk, the woman informed me that sometimes insurance doesnt cover this test. I told her I wouldnt take the test if that were the case. She reassured me that if my insurance didnt cover it, they would resubmit it with a different diagnosis. When I asked if she was certain, she confirmed that she was. I signed a few papers and went ahead with the test.Later, when my insurance denied the claim, I called ARA, and they said they would check with my doctor for a different diagnosis. Since then, the **** ***** hasnt been paid, and my insurance company even told me that *** had no right to bill me because they were aware it wouldnt be covered. I certainly wouldnt have taken the test if I had known it would cost $780!Despite this, *** continues to send me invoices and text messages, even though Ive told them Im not paying and to stop harassing me.
Business Response
Date: 11/18/2024
Hello *****,
Thank you for reaching out.
A representative will reach out to you shortly to discuss the details of your account.
If you have any questions in the meantime, please feel free to reach out to our billing department at **************.
Thank you.
Customer Answer
Date: 11/20/2024
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.

Regards,

***** *******
Initial Complaint
Date:10/07/2024
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 10/10/2023, I paid in full an amount of $716 for imaging services provided by *** according to their "estimated amount due." The *** I later received from my insurance for the services provided detailed a discounted amount of $399.59. As of today I have not received any contact from *** regarding my overpayment for services rendered, nor have I received a refund.
Business Response
Date: 10/07/2024
Hello ******,
Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and understand your concerns.
After reviewing your complaint and the date of service you provided, I couldnt find any record of your visit in our system
To assist you further, I recommend checking with the office where you received services to clarify any outstanding balances.
If you need assistance locating the correct contact information or if theres anything else I can help with, please give us a call at **************
We value your feedback and want to ensure your concerns are addressed.
Thank you for your understanding.
Best regards,
Initial Complaint
Date:06/26/2024
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.
I have medical insurance with ***** and my daughter is my dependent. My doctor recommended an ***. *** told me that they are in-network with *****. Prior authorization was obtained before the *** and my *** was done. Subsequently my daughter's physician also recommended an ***. Prior Authorization was again obtained and she also got an ***. Subsequently a month later I was informed by my insurance that the Tax ID submitted by ARA was not the same as they submitted for Prior authorization, and the submitted Tax ID is out of network so the insurance won't cover the services as they will go to out of network bucket.ARA billing department is still insisting that they are in network with ***** but it was a billing error. They offered me that instead of 3700 for 2 ***s they will charge me only 1690. I am requesting to resubmit bills for Prior ***s as in-network so that they are covered by my insurance as in-network; or alternatively submit a refund for the amount I paid. *** facility didn't disclose in advance and are still not disclosing that they are out of Network with ***** and this is deceptive billing and a violation of No Surprises Act. The surprise bill should be refunded or corrected to be billed as in-network
Business Response
Date: 06/28/2024
Hi Muhammad,
Thank you for sharing your feedback. We want to apologize for the inconvenience this has caused.
Unfortunately, we were not able to locate the accounts with the information provided, however we have sent you an email requesting additional information. Once a response is received we can work to resolve this matter.
Thank you.
Customer Answer
Date: 06/28/2024
Complaint: 21906184

I am rejecting this response because:
I sent the details in response to the email. Thanks for looking into it

Regards,

******** *****
Business Response
Date: 07/01/2024
Hi ********,
I did not receive a response to the email. Please call my direct line ***************************.
Thank you.
Customer Answer
Date: 07/01/2024
Complaint: 21906184

I am rejecting this response because:

I am trying to call you. It goes straight to voicemail. You can call me at ************ when you have a minute
I have attached the screenshot of Prior Authorization with this email, it includes my member ID and Authorization number. Please reach out to me at my cellphone if you have any questions

******** *****
Business Response
Date: 11/21/2024
Mr *****,

We have reviewed your case and issued a refund of $312.41 for the overpayment.

If you have any further questions, please feel free to contact our billing department at **************.

Thanks,
Initial Complaint
Date:04/01/2024
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.
I received a bill for diagnostic imaging services provided by ARA Diagnostic imaging. The amount of the bill was $469.00. There were instructions to pay online at pay.imaginepay.com/provider/SAPA. The bill (provided in the attached pdf) said "Pay online now and receive a discount". When I went online to pay, I found that the amount I owed with the "discount" was $93.80. This amounts to deceptive billing practices. There is no logical reason that there would be an 80% discount on a medical bill for paying online. It is clear that the amount I actually owe is $93.80. They do not disclose this on the paper statement at all. If I had not gone to the imagine pay website and, had instead, chosen to pay by mail I would have overpaid by $375. This is patently fraudulent billing. I would like an explanation as to how this is not fraud to charge unsuspecting consumers 80% more than the actual amount that they owe for their medical services simply for paying by a different method.
Business Response
Date: 05/01/2024
Hello ****,

Our discounts, when applicable, are honored regardless of payment method. A member of our Patient Experience Team will be reaching out to you directly to provide additional details regarding your account.

Thanks,
Client Relations Partner
Initial Complaint
Date:02/20/2024
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.
I went to the ** last year in April. Ive never had health insurance before but I had it for the first time so I felt like Id be able to afford the cost. I failed to look into what was covered and how much I owed. Once I did I also figured out I had paid over three times more than what I was suppose to. The due dates were just days before I received an EOB. I discovered alot of these bills were improperly coded by providers. Its been almost a year since my visit and this company ARA issued a refund for half of what I sent them at $816. They still owe me $759 and every time its always an excuse. At the end of the year last year they flat out told me the insurance refused to pay and that I needed to call them. I did right away. The associate from ********************** care health insurance company and I got on a 3 way call and she told them it was still improperly coded. I have since had to call another 2 times. I give them 6 weeks between each call because they have been telling me since June 2023 that each call initiates a review of the bill and takes ***** days to process. 2 calls ago an associate named ***** A said she was expediting my refund and it should go through in 7-14 days. 6 weeks later nothing so I called again and they need another 30 to 45 days to have it processed by a different board. I literally keep getting the run around and Im so frustrated. I was only suppose to pay a $1000 copay for my ** visit and I am currently paying for that through a payment plan which I will attach with the other documents. It says $916.66 because they took one payment of $83.34 then deleted my payment plan and added extra fees to it. I had to call to have them fix it and then set up a new payment plan for the remainder amount being $916.66. Needless to say I did not sign up with this insurance company again this year. Theres a picture of several months of the payment plan payments made from my AMEX. I wasnt able to show a clearer transaction but the numbers add up
Business Response
Date: 03/20/2024
Hi *******,

We apologize for the experience you've had in trying to resolve this issue. Our Team has sent an appeal to your insurance. We sent the appeal via fax on 2/23/24 and will continue to follow-up. We were advised to allow ***** days for processing. A member of our team will also be reaching out to you by phone to discuss this matter and the next steps.

Thanks,
Client Relations Partner
Initial Complaint
Date:12/01/2023
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.
I was taken to the ** of an in-network hospital by ambulance on 07/13/2023. I was admitted to the hospital and was discharged on 9/15/2023. Since that time I have received multiple bills from ARA/********* Associates charging me out-of-network copays for imaging done while I was hospitalized, even though the hospital, and ARA, are in-network. The actual radiologists are apparently out-of-network, but that's not my problem. I was being charged these copays while I was unconscious and on life support in the ICU--there is no way I could have chosen another diagnostician. I have tried without success to get ARA/********* Associates to reverse these charges and stop harassing me for the balance due, which clearly violates both state and federal law. I have spent hours trying to get this matter resolved.
Business Response
Date: 12/14/2023
Good afternoon *******,
I would like to apologize for your billing experience. Our AR Team has contacted your insurance and received further clarification of your bill. We are currently out of network with your insurance payor however one of our Billing Team Leads will be reaching out to you to review different resolution options. Our Billing Team can also be reached at anytime at ************. Thank you.
Customer Answer
Date: 12/14/2023
Complaint: 20940921

I am rejecting this response because: ARA clearly states that they are out of network, then goes on to say they will contact me with "further billing resolution options." There are no options other than ARA accepting what my **************************** has paid, leaving me with a balance of zero. It is not legal to charge a hospital inpatient--let alone a critically ill patient in the ICU--an out-of-network copay. Unless and until I receive something in writing saying ARA has written off any balance due, I will not consider their response to be acceptable or sufficient. I've included the relevant pages from the ********************* manual showing that balance billing is expressly forbidden, and that ARA needs to stop harassing me for money I DO NOT OWE THEM.

Regards,

*********************************
Customer Answer
Date: 03/05/2024
Complaint: 20940921

I am rejecting this response because:
Not only have they not resolved the complaint, today they sent a bill for the total amount of a procedure that was already paid by insurance. When I made the original complaint, the bill for that particular procedure was $3.62, a 40% out-of-network copay that was illegal because the imaging was done in either the ** or the *** of an in-network hospital, and the patient was critically ill. Today I received a bill for $139, which on my Explanation of Benefits from the insurance company is "the original amount the provider billed the plan." The plan settled this claim with the provider, who is now coming after us for the full amount. This is ridiculous.

Regards,

*********************************
Business Response
Date: 03/20/2024
Hi *******,
Our Team is reviewing to appeal the insurance denial. We will provide an update by phone.
Thanks,
Client Relations Partner
Initial Complaint
Date:11/29/2023
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.
7/7/23 MRI of L-foot was read by an ARA physician as having no deficits. Multiple reread requests have been made since that time, only to have them tell me that they would either get it done (usually) and/or call me back to note the status. No return calls and no reread have ever been received.After months of pain, injections, etc a second MRI was preformed 9/29/23 and noted significant damage, while alluding to seeing much of the same deficits on the initial MRI. Surgery was required. Now my work, where injury occurred, is saying it is not a work injury and the first MRI proves it. I left work early and have not been able to return to work since this injury.
Business Response
Date: 12/07/2023
Good afternoon,
I apologize for the experience you have had. Per our records, a member of our Service Excellence Team has reached out and spoken to you regarding your MRI. Should you need any additional assistance, our billing team can be reached at ************. Thank you.
Initial Complaint
Date:11/28/2023
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.
I received a message from debt collectors that ARA reported my account delinquent. I preauthorized the procedure and was told it was covered. Also, I have received zero billing statements from *** saying anything additionally was owed.
Business Response
Date: 12/07/2023
Good afternoon,
I apologize for the experience you have had. We have reviewed your account and have additional information to share regarding your balance. A member of our Billing Team attempted to reach you via phone and left a voicemail with her direct line. Please return her call at your earliest convivence. Our billing department can also be reached at any time, at ************. Thank you!

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ARA Diagnostic Imaging is BBB Accredited.