ComplaintsforTexas Radiology Associates, LLP

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a CT scan of 2 different body regions back in April 2023. ********* processed the services as patient responsibility towards deductible (which is okay). Currently, I dont have the resources to pay the bill Ive received, and the payment plan options on their website are also too high for what I can afford. Several times, I have called the phone number on the statement and been unable to get ahold of someone. It either rings for upwards of 30 minutes, or it gives you the option to hold your place in the que and receive a call when its your turn. Even after choosing the hold my place option, I have not received a call, and I have been making attempts since June 2023. Ive additionally attempted to submit an online contact request form, and have yet to be contacted. That was July 18, 2023. Another issue I have is the fact that the diagnoses billed on these services were incorrectly selected and not even recorded in my referring providers medical notes. To me, it reads as the radiologist selecting a diagnosis to ensure the claim gets approved for medical necessity. That said, I may be reporting the doctor to the Texas ********** of ********* unless TRA resubmits the claim with appropriate diagnoses for my condition.

  Business response

  12/22/2023

  Thank you so much for your patience as we seek to finalize review.  You are correct that the incorrect diagnosis codes were originally submitted on initial claim.  Then back in August 2023, a corrected claim was submitted with updated diagnosis codes per your BBB complaint request, or at least we thought it was submitted as such.  For some reason, the insurance processed the claim as a separate claim to the original, so they will need to reprocess as a corrected claim.  We ask that another 30 days be allotted for corrected claim to properly adjudicate.  All of this has already been communicated to patient via phone call and will update patient and BBB response once completely resolved.  Thank you

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account **************** Patient received emergency services from Texas Radiology Associates.Patient previously paid the maximum out-of-pocket expenses on her health insurance.Texas Radiology Associates is sending surprise bills for this which is a violation of the "No Surprises Act."******** Called the insurance company (Cigna). The rep I should not have to pay this bill.20230517 Called Texas Radiology Associates and spoke with *** about the claim. *** said she spoke with Cigna on ******** and said ***** was supposed to process the claim differently.20230517 Used the "Email Us" link, ************************ to explain my discussion with *** and asked ***** to call *** to resolve this.20230612 Entered complaint with Texas Radiology Associates ***************************************** case number ************** Used ***************************************** to say the bill violates the "No Surprises Act" and asked them to stop billing for this. case number 24534.Attached files:20230302_texas_radiology_stmt.pdf bill from Texas Radiology Associates.20230304_hassell.pdf prior processed explanation of benefits from insurance company that shows maximum out-of-pocket expense ($7,050.00) was already paid.tew_********_********_emergency.pdf hospital visit summary for emergency treatment from ******** through ******** (demonstrates services from Texas Radiology Associates were part of an emergency and should be treated as in-network). NOTE: Patient's last name misspelled with a "C" instead of an "O."

  Customer response

  07/26/2023

  I attached tew_20230301_20230307_emergency.pdf which I wrote in the complaint but didn't see it on the web site.  This just shows it was an emergency treatment and should be treated as in-network by the insurance company and providers.

  Customer response

  10/06/2023

  Hi,
  
  I have had no direct contact from Texas Radiology Associates, LLP since filing the BBB complaint, but they appear to have written off the charges.
  
  The attached 20230302_texas_radiology_updated_stmt.pdf shows a balance of zero with adjustments for the amounts previously claimed to be owed.  
  
  *******************'s last name is misspelled as "Muangscong" which was an error that came from the hospital where she was treated.  The original bill has here name spelled properly.  The statement date, "05/16/2023" doesn't make sense because my last contact with Texas Radiology Associates was in July.
  
  I consider the dispute closed (unless the bill comes back at Texas Radiology Associates or through collections).
  
  
  Sincerely,
  
  ***************************** for *******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a text message for the first time claiming that I owe them money. It said it was the third attempt to reach me. I attempted to sign into their web portal which continously failed. I attempted to call on several attempts. The calls went unanswered. I emailed them to contact me regarding the bill. It too went unanswered.

  Business response

  07/13/2023

  Hello - Thank you so much for expressing your concerns.  For clarification, Texas Radiology Associates is the provider group of radiologists who read/interpret all radiology procedures performed at various hospitals/facilities (a full list of locations we read for can be found at ****************************************************************************).  We are very sorry you haven't been able to reach anyone to get clear answers about your bill.  Kindly see attached copy of your statement and EOB.  TRA does utilize text messaging as a first form of outreach, but simply replying STOP after first text message would immediately queue a statement to be mailed.  Our records show a statement was queued out only on 6/28/23, which is very much our fault.  We are internally reviewing the statement campaign as the billing was most definitely late to you as a patient.  To account for this issue, we have adjusted off your account as courtesy.  So while the attached statement copy for your records indicates a $20.76 balance, your current balance as of today on account is simply $0 - again, to account for the late billing.  We're very sorry for any inconvenience caused.  Please note nothing further is due.  Should you have any additional questions or concerns, please feel free to reach out to us directly at ****************************************************************.  Thanks much.  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a June 10th 2023 vague billing statement for services allegedly provided more than three years ago. This new invoice for services allegedly provided years ago is ridiculous and I believe violates a number of state and federal consumer protection laws. If a service was provided, why did Texas Radiology Associates wait years to send an invoice for the service? It is difficult at this time to assess the validity of this invoice. Given the passage of time, an unreasonable due diligence effort would be required by me to determine if this invoice is an outright fraud or simply egregiously poor billing practices on the part of Texas Radiology Associates. I would like Texas Radiology Associates to cease and desist billing for services allegedly provided years in the past.

  Business response

  12/22/2023

  It is with deep and sincere apologies we are responding to this BBB complaint with inexcusable, late lack of communication.  We actually reviewed this BBB complaint back on 10/31/2023, which was already late in itself, but apparently never responded that it was resolved.  Again, we're very sorry.  The reason you received an extremely old DOS bill was because of an inadvertent reversal of a contractual adjustment, a clerical error.  We cannot apologize enough for the inconvenience caused.  Any billing was stopped with no detriment to patient's records on 10/31/2023.  Please see attached copy of your statement.  There is nothing further due and was fully resolved 10/31/2023 despite the very late response today.  Thank you so much for your patience and understanding.  Should you have any additional questions, please feel free to contact us directly at ****************************************************************.  Thank you, again.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 21, 2023 I received a text message @ ************ stating that I had a balance due. However on March 22, 2023 my credit card was charged $350.38 and on March 23, ********************************************************************************************* touch with the vendor at ************ following the instructions of the text messages. I have subsequently received additional text messages on the following days 06/06/23; June 12, 2023; June 20, 2023. I have been on hold several times in excess of 30 minutes and scheduled call backs to discuss my concern. Most recently on 6/12/23 @ `9am; 06/12/23 @ `9:16; 06/14/23 @3:04pm; 06/20/23 @ 10:12am. I was on hold for 2 hours on 06/20/23. As of today I haven't spoken to any person representing Texas Radiology Associates, as a result I am documenting every time that I call Texas Radiology Associates. I would like for this issue to be resolved effectively, efficiently and in a timely manner that causing no harm to me or my credit.

  Customer response

  08/02/2023

  More Information...

  I received a text  on 08/01/2023 at 8:47am  about the bill and called the number listed @************.  I called the number and waited on hold for over an hour with no response.

  Business response

  12/22/2023

  Hello - There is no excuse for our extremely delayed response, we cannot apologize enough.  After reviewing your account and the different times you attempted to contact us regarding your bill to resolve, combined with the lateness of this response, we have ultimately adjusted off your balance completely to ****.  There is nothing further due.  Your account has also been completely removed from collections with absolutely no negative impact whatsoever to your credit.  Please see attached copy of your statement now fully reflecting a **** balance.  If you'd like anything further researched or reviewed, kindly email us directly at **************************************************************** and/or ***********************************.

  We are so very sorry again for failing to respond in a timely manner.  Thanks much for your patience and understanding.  

  Customer response

  01/02/2024

  This is good and acceptable news, I apologize for the late response, I was on vacation for the holidays.  Thank you, BBB, for staying on top of this issue. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received 2 scans from **********************************. The hospital failed to provide a good faith estimate, which is illegal. I constantly get shady texts from this vendor saying I have invoices due, but cannot login, as I have never received an invoice. I tried to email through the website over 3 weeks ago with no response. I also called multiple times and sat on hold for hours just to get hung up on. This vendor needs to confirm I owe $0 as they are breaking laws left and right, and dont respond to anyone ever

  Business response

  05/31/2023

  Hello - Thank you so much for submitting your complaint to bring your issue to the fore.  We sincerely apologize you had to do so in the first place, as we know this takes frustrating time and effort, but we're glad we can help now.  After reviewing your account, it looks like you were seen at two different facilities in the last few months, Carrollton Regional being one of them.  I also see you have already paid in full for one account (accounts separated by facility), so assuming this facility communicated there would be a separate bill just for the reading.  We're very sorry for any confusion caused by the specific bill you received from us for services performed at Carrollton.  As courtesy on our end, we have applied a one-time adjustment to this account and the balance is now $0.00.  While we do our best to communicate to facilities to clearly relay to patients that there will be a separate bill, it seems some still fall through the cracks.  You will see attached a copy of your statements from both accounts at both facilities.  One includes your fully paid account along with payment receipt (both attached).  For the account adjusted, I included a copy of the bill showing original balance (since you never received initial bill), and another copy of the same bill, but simply reflecting a $0.00 balance due to applied courtesy adjustment.  Texas Radiology Associates reads and interprets for multiple facilities and you could view all of these facilities at **************************************************************************** for future reference.  Therefore, please note that each facility does have paperwork signed by patients informing them they will receive a separate bill so we can still rightfully bill for adjusted balance.  However, based on your account history, we have adjusted as courtesy.  We're very sorry again you've had a frustrating billing experience, but please know your accounts are now all $0 and nothing further is due.  Thanks much

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 21st, 2020, I received an outpatient specialized heart CT scan at Texas *************** in ****** and paid the hospital my portion of the bill that *************************** didn't cover. I never received any additional dr ***** despite my address, phone number, and email staying the same since then. On January 6th, 2023, I was mailed a collections letter from CMRE ********* Services stating that I owed $1,145, of which $266.11 had been paid, leaving a balance of $878.99. When I called CMRE to get more info, I was told that this amount was owed to Texas Radiology Associates for the date of service 7/21/2020. This was for the radiologist that read the heart ct-scan. I reach out to United Healthcare, and they said this is not correct. The non-negotiated rate for the service was $1,145. However, Texas Radiology Associates and ***************************************** were both in-network at the time. So, the contracted rate for this service was $332.64, of which UHC already paid $266.11 on 8/14/2020. The most I may potentially owe is $66.53. UHC provided this information to CMRE and it is now in dispute, but CMRE will not correct the collection attempt without further documentation from Texas Radiology Associates. However, Texas Radiology Associates has not responded in over 3 weeks. In addition, both UHC and myself have made multiple attempts to call TRA's billing department and have either been disconnected or sat on hold multiple times for over an hour. We have tried multiple phone numbers. I am now being told by CMRE that if they don't get a reply from TRA within the ************************************** dispute, it will be made active again and potentially reported on my credit. I do not have the money to hire an attorney. I have requested the *** for that date of service from UHC and it is in the mail. I can provide that as soon as I receive it. I need documentation from TRA sent to CMRE with the correct billing amount. I'd also like a copy sent to me for my records.

  Business response

  02/24/2023

  Hello - Thank you sincerely for voicing your concerns. After reviewing your account, your complaints are completely valid and correct. Firstly, your balance remaining should have only been $66.53 per your EOB, but the balance was never corrected and while you were originally billed timely by our prior billing company, it was for the wrong amount. Secondly, because of an update in our system, this reset your account campaign and thus the account was just recently, but erroneously sent to collections at a very late date.
  
  Please note that we have completely adjusted your account to $0 as courtesy. Nothing further is due by you as the patient, including the $66.53 assigned patient responsibility. Please see attached copy of your statement now reflecting a $0 balance.
  
  Also, please rest assured that your account has been fully removed from collections with absolutely NO negative impact to your credit whatsoever. We have requested the collection agency mail you a cancellation letter as further confirmation.
  
  Again, we're very sorry for any inconvenience caused. However, please note that your account balance is fully $0, resolved and closed.
  
  Thank you much for your patience and understanding.
  See Attachment/File: Statement_1566730_2422023.pdf

  Customer response

  03/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate TRA working promptly to correct their error. I reached out to CMRE ********* Services today and asked for the status of my collections account. I was told the balance is zero. However, when I asked for a statement of the zero balance to be emailed, faxed, or mailed to me, I was told the only option was mailing a statement, which will take up to 30 days. When I initially reached out to them, CMRE had stated that they would mail me a detailed statement about the debt, but I never received anything. I am concerned they will not send the zero balance statement I am requesting. I will consider this matter resolved once I receive that statement from CMRE ********* Services. It will allow me to protect myself in the future should there be an error such as CMRE incorrectly reporting a delinquency to the credit agencies.

  Customer response

  03/03/2023

  ***Document Attached***
  I received the statement that TRA described from CMRE Financial today. It states my account is closed, but still shows my account balance as $878.89. I need a statement from CMRE with an account balance of zero. Thank you.
  See Attachment/File: FA994B45-7FE4-4358-9B3C-8B3A8BF93AC0.jpeg

• Initial Complaint

  11/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to ******************** for a CT scan with contrast for a medical issue. I am self pay and paid $250 with a bank card for the full amount at the window of ******************** of North Texas in Fort Worth. I subsequently received a bill for a X-RAY SCAN ABDOMEN 1 VIEW which I never received nor was it a part of the request. I did not get an X-RAY. I gave my doctor the results which DID NOT include an X-RAY (which she can confirm). I have been calling the call center to dispute the charge 3 times since Monday 10/10/22. I called again on 11/22/22 and the balance is still awaiting payment. I have not received any confirmation of the disputed charge. I do not want a collection on my record nor do I want to pay for something that was unnecessary and I didn't receive. I just want this receipt of payment removed. I did not get an X-RAY. I shouldn't have to pay for an X-RAY.

  Business response

  03/13/2023

  Business Response /* (1000, 7, 2022/12/09) */ Hello - Patient references ******************** of North Texas - which is in no way associated with Texas ********************. We did a thorough search of this patient in our system just to be sure and we can confirm we DO NOT have this patient. Kindly direct this complaint to the entity they reference in the case description. Thank you

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for $939.79 from Texas Radiology, but $812.00 of this amount was for a required vascular study that I know was 100% covered by my insurance with **********************. I called ********************** and they confirmed that this was covered and advised that I contact Texas Radiology to clear this up as we technically owe the difference of $127.79. I took a day off so I could address the issue. I called Texas Radiology and after holding for over an hour nobody picked up my call and the line just disconnected. I logged in to their website and requested to be contacted twice regarding this, and nobody has reached out. Texas radiology has been very aggressive on this and we are getting calls from collection agencies daily, and I have never had a late payment in my life on my credit report. I am left with no way to contact the company as I only have the telephone number on our bill and my online portal, and I am being charged almost a thousand dollars on a bill that is incorrect. I have attached the EOB (explanation of benefits) that Texas Radiology has posted from their own portal, and it states clearly that the $812.00 is covered by insurance. I am requesting the charges be dropped/all creditors notified that this is an error, or I would need contact information for their corporate offices.

  Business response

  03/13/2023

  Business Response /* (1000, 7, 2022/12/09) */ Hello - Thank you so much for bringing this billing issue to the forefront of our attention. After a thorough review of your account, we can see why a complaint was needed and we are thankful you submitted one. You are completely correct that the $812.00 billing charge should NOT have been assigned as patient responsibility. It was a contractual obligation for TRA to either appeal with your insurance or simply adjust off. Unfortunately, this was a clerical/human error and the proper training has already been administered. We're terribly sorry you have been unable to get a hold of someone successfully to correct this issue. Please note that we have already adjusted off the $812.00 charge fully and have applied a 20% discount to the true patient responsibility balance of $127.79. Thus, balance remaining on account is now just $102.04. Once you login to the portal, you should be able to see this updated. Attached is a copy of your statement for immediate reference. Also, your account is no longer in collections and there was NO negative impact to your credit whatsoever. CMRE has already mailed you a cancellation letter directly with this confirmation. You should be receiving soon if you haven't received already. We cannot apologize enough for this extreme inconvenience on your end. However, again, please rest assured your account is no longer in collections and the balance has been correctly updated. Should you have any additional questions or concerns, please feel free to email us directly at ***************@texasradiology.com. Thanks much

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Received text stating my insurance is processing a claim and that I owe in addition to that and I should log into a website and create an account to start making payments. They provide a phone number no one answers. I was placed on hold the 4 times I have called during normal business hours. I have spent almost 4 hours on hold waiting to find out what procedure or any other details of why they think I owe them money. I am not in the habit of creating accounts based on someone I don't know and have no dealings with saying I should open an account to pay them when they don't even specify what they supposedly did for me. If you they think I owe them they should send me a bill like any other business or at least answer their **** phone !!!!

  Business response

  02/13/2023

  Business Response /* (1000, 9, 2022/11/23) */ ***Document Attached*** Hello - We apologize for delay in response, but thank you for voicing your concerns. After a comprehensive review of your account, we do see you were texted just once stating your insurance had processed your claim and there may have been a balance, but we later confirmed there was none and therefore the text notifications stopped. We do sincerely apologize for sending you one in the first place and for the inconvenient use of time trying to get clarification on your account. We do see a zero balance statement was mailed to you after you did finally get a hold of a representative on 10/7/22. I have attached a copy of your statement to this response as well as further confirmation your balance is fully $0 and nothing further is due. Again, we're very sorry for any inconvenience caused. Should you have any additional questions or concerns, please feel free to reach out to us directly at ***************@texasradiology.com. Thank you Consumer Response /* (2000, 11, 2022/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally able to contact them and resolve the issue. Could have saved a lot of time and aggravation if they had more real people to answer their phone.

*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. ↩