Complaints

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last month, I received two statements from Colorado Imaging Associates, so I went online to create two payment plans for the balances I was being billed. I told my sister what I had done and she informed that I should not have set up these payment plans because I qualified for hospital discounted care. So, the next day I contacted the billing department and informed them that I was a recipient for discounted care and asked them where I needed to send my documentation. I was given an address. At this time I asked if the payment plans could be placed on a hold or removed until they received my information. The representative assured me that he could place a hold on my account. Well, after 30 days had passed, I went online to check my bank balance and noticed that Colorado Imaging had taking money from my account. I immediately, contacted them this past Wednesday, June 5,2024. At this time I was told that they could not verify if they received my documentation and only a supervisor could remove payment plans. I asked to speak to a supervisor and was told to call back the next day. When I demanded to speak to a supervisor the representative put me on an infinite hold that I ended up calling again and speaking to another representative that gave me two phone numbers to contact ***** or *****. she also put in a ticket for them to contact me today Friday June 7,2024. I called ***** and ***** today and I got their voice mail. I never got a call back. So, I called the billing department again to verify the address that the first representative initially gave me. I was told that my documentation needed to be sent to the ** Box Number. This has been very frustrating that I decided to send my information by fax because 30 days have passed. In addition, I constructed a letter to send along with my paperwork and that I have attached as supporting documents of my poor experience with Colorado Imaging billing department.

  Business response

  06/11/2024

  We sincerely apologize for the experience you recently received from our company. After reviewing our billing records, the patient initially called our billing office on 5/7/2024 to discuss both of her outstanding accounts and to inform them she qualified for the hospitals discount care program. At that time, both accounts were put on hold, and she was instructed to send a copy of her letter (billing office address and fax number given), but after extensive research, were unable to successfully locate the document. In the meantime, the patient set up an online payment arrangement in the patient portal and made a credit card payment for $100 to the first account and $160 to the second account (see attached receipts) with a **** (account ending in 1026) on 6/1/2024. On 6/5/2024, the patient called our billing office upset because the second payment arrangement she made for both accounts were deducted from her credit card. She was informed that the billing office had still not received her discounted care letter and were unable to refund her payments until it has been received. The patient then became upset and requested a call back from a billing office supervisor after 1:00pm (MST) that same day (Friday). Unfortunately, our billing supervisor (who is in an eastern standard time zone), did not receive the message until the following Monday. On 6/7/2024, the patient called the billing office again, at which time the representative provided her the accurate mailing address and fax number for her to send the discount care letter to (which, still had not been received the following Monday when the billing supervisor returned to the office). On 6/10/2024, the billing supervisor returned to the office and was able to obtain a copy of the patients discount care letter (directly from the hospital see attached), which states the patients cost for radiology services is $35 per exam. The billing supervisor refunded the patients credit card a total of $155 ($65 for the first account and $90 for the second account see attached refund receipts) to the same **** credit card that was used to make the initial payment.
  
  We again apologize for the experience this patient received. As mentioned before, our billing supervisor has refunded the patients credit card. Both billing accounts now have a $0 balance.
  
  Sincerely,
  
  Colorado Imaging Associates

  Customer response

  06/11/2024

   
  Complaint: 21820596
  
  I am rejecting this response because:

  The amount due to me is incorrect.  The patient portal shows that I was refunded $90.00. however, $160.00 -$35.00 equals $125.00 not $90.00, so, I am still owed an additional $35.00 for this account.

  6/10/2024 Refund $-90.00
  6/1/2024 Payment $160.00
  5/6/2024 Payment Plan $410.00
  5/1/2024 Statement $480.00  

  The other account : as follows is correct.

  6/10/2024 Refund $-65.00 
  6/1/2024 Payment $100.00 
  5/6/2024 Payment Plan $262.00 
  5/1/2024 Statement $297.00

  Also, when I go to the patient portals, the accounts do not show that my accounts have $0 balance nor does it show that the payment plans have been deactivated. When or how long does it take to have these payment plans removed? Also, I would like an Itemized statement sent to me for both accounts showing a zero balance.

  
  Sincerely,
  
  ***********************

  Business response

  06/24/2024

  We again apologize for the frustration you are experiencing. As previously mentioned, the billing supervisor returned to the office on 6/10/2024 and was able to obtain a copy of the patients discount care letter which states the patients cost for radiology services is $35 PER EXAM. The billing supervisor then refunded the credit card $90 because there were 2 services performed (at $35 each, totaling $70). At that time, the automatic payment plan was also closed.
  
  Unfortunately,the patient payment portal does not reveal account balances in real-time. I have requested that our billing company promptly send the patient an itemized statement to reflect the $0 balance for both accounts.
  
  Sincerely,
  
  Colorado Imaging Associates

  Customer response

  06/24/2024

   
  Complaint: 21820596
  
  I am rejecting this response because:

  The amount refunded to me is incorrect. I received 2 statements from Colorado Imaging: in  the amount of $480.00 (Account # ************** and $297.00 (Account # *************. I made a payment of $160.00 and $100.00. respectively. The issue is that your company took a total of $105.00 ( $35+$35+$35= $105.00). NOT $70.00 !!!!! PLEASE review my accounts and send me the $35.00 that is owed to me. Once this is fixed, then send me an itemized statement.

  
  Sincerely,
  
  ***********************

  Business response

  06/26/2024

  We have spoken to our billing company at great length regarding this patients billing accounts and the frustrating experience she received. Once again, we sincerely apologize. We have asked our billing supervisor to refund the credit card an additional $35 and issue another statement in the mail today. We hope this will satisfy the patients request.
  
  Sincerely,
  
  Colorado Imaging Associates

  Customer response

  06/26/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December and January of 2023 going into 2024 I had to have a couple hospital visits due to extreme pain. ******** hospital contracts for 3rd party services but they do not say who those companies are. I received at least 7 different bills from at least 3 different companies for these visits, if not more. Colorado Imaging sent me two different bills for close to the same amount. I paid one thinking that was the end of it. I got 2 paper notices and they went to collections on the one I missed. I never received any phone calls or emails stating it was going to collections. I would have paid this right away had I known. I called on 5/29 when I got the collection notice and asked that they pull it out of collections and I was denied. This severely affects my credit by going to collections. More attempts and explanations could have been made. With all the scams going on, I never know when it is actually a bill.

  Business response

  06/14/2024

  We sincerely apologize for the experience this patient received from our company.After reviewing our billing records, this patient had billing statements from two different dates of service. The first billing statement was from 12/23/2023 for $132.46, in which the patient paid by credit card on 3/11/2024 (see attached receipt). The second statement was from 1/23/2024 for $166.64. The patient was sent an initial e-statement (same email address listed above) on 2/19/2024, then a second (reminder) e-statement on 2/23/2024, and finally, a paper statement that was mailed to the home address listed above on 4/2/2024.Because we did not receive a timely response or payment from the patient, the account was sent to our collections company on 5/17/2024, per our office policy. On 5/29/2024, the patient finally called our billing office, but because our billing office had not received a timely response, she was referred to our collections company for further assistance. Records show the balance was paid to them in full on 5/30/2024 (see attached letter from our collections company).
  In addition to the efforts previously mentioned, our patients also receive an IVR phone call for any outstanding billing statements. Unfortunately, the hospital did not provide a phone number for this patient, which eliminated our ability to call her directly.
  Furthermore,collection agencies in Colorado cannot report medical debt that is less than $500 because of the new House Bill 23-1126. Therefore, this medical debt should not affect the patients credit reporting.
  
  Sincerely,
  
  Colorado Imaging Associates 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received two late payment notices in the mail on 3/29/24 stating that an earlier itemized statement had been emailed and that the payments were late. I searched all emails including spam and determined I had never received these emails. The late payment notice did not provide any details other than the amount owed. On 4/1/24 I called the number on the notices ************ and asked that the itemized statements be sent to me by email. The customer service rep confirmed my email address and said he sent them to me. I never got the emails (check spam folder, etc). I followed up with emails to their customer service email address ********************** on 4/1/24 and got no response (check spam folder, etc). There are many complaints online about the billing practices of this company, this seems to be an ongoing problem that they are unable or unwilling to address.

  Customer response

  04/03/2024

  I did receive today 4/3/24 the requested billing detail including dates of service and service provided (see attached).  These were sent via email with no other accompanying text/explanation.  As I originally stated I never received these itemized invoices prior to collection threat from Colorado Imaging Associates which I attached to my original complaint. I did not get a response from Colorado Imaging Associates to the emails I sent asking when the original invoices were sent nor any other explanation.

  I did send email to Colorado Imaging Associates yesterday 4/2/24 that I was initiating BBB complaint to obtain the invoice detail.

  As I originally stated Colorado Imaging Associates has a pattern of sloppy invoicing practices resulting in unwarranted collection threats to customers and many of these are documented on the BBB website. I hope others will continue to file these complainants to document these poor business practices and hold Colorado Imaging Associates accountable.

  I appreciate the fast response from BBB, thank you for your help!

  ***********************

  **********
  

  Business response

  04/04/2024

  We sincerely apologize for the experience this patient has received from our company. Per our companys billing policy, patients with an outstanding balance receive the following: An initial billing statement. If a payment has not been received, patients will then receive a phone call one month later. If a payment has still not been made, patients are then sent a final statement that specifies a payment is due immediately and failure to do so could result in their account going to collections. After reviewing this patients billing records, both billing statements were emailed on 2/6/24 to the email address we have on file **************** On 3/6/24, our billing company tried to contact the patient by phone to the number we have on file *************)but was unsuccessful. On 3/21/24, a final statement was mailed to the patients home address we have on file (************************************************************************) but again, there was no response from the patient. We have verified that the statement was successfully mailed, as we have not received a return-to-sender notification from ***** On 4/2/24, the patient called our billing office requesting another copy of his statement. These were emailed to the same email address listed above, per his request. Documentation in our billing records show the patient opened the emailed statements and viewed them in the patient portal (see attached document).
  
  We again apologize for the experience this patient received. After a thorough search and account review, it is unclear why this patient did not receive the billing statements our billing company sent. We would like to offer a 15%discount on his outstanding account ********************,
  
  Colorado Imaging Associates, PC

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  As in previous similar billing incidents with other customers, Colorado Imaging Associates apologizes profusely but the back office processes that result in billing disconnects continue to occur, with my case being the latest example.

  I do request that this complaint be displayed with the others relating to this business.  I accept Colorado Imaging Associates response with the understanding that the only thing that will change their behavior is pushback from unhappy customers, of which there seems to be many.

  I appreciate BBB help on this!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/28/24 I received a bill in the mail saying "We previously sent you an itemized invoice via email for the amount you owe for our services. Our records show an unpaid balance remains outstanding for these services. You must contact us now or send immediate payment to avoid further collection efforts"No contact phone number is listed on the bill.No contact email address is listed on the bill.No local address is listed on the bill.As in all the other complaints lodged against this organization, no itemized invoice was ever emailed.As in all the other complaints lodged against this organization, whatever treatment they are alleging has been completely settled and paid by insurance.

  Business response

  02/29/2024

  We sincerely apologize for the experience this patient has received from our company. We are a group of radiologists who read and interpret radiological exams for several hospitals in the Denver ***** area. We rely heavily on the hospitals to send our billing company the most up-to-date patient demographic information, unfortunately this does not always happen. After reviewing the hospitals demographic file that was sent to our billing company, it appears the hospital has his phone number listed as ************, rather than the number provided in this complaint. Additionally, the email address we were provided ********************** by the hospital was also inaccurate. They did however provide ** with an accurate home address: *******************************************************************, which matches the copy of his drivers license on file at the hospital. Further review of billing records shows a billing statement letter was sent to his home address on 2/21/2024, which does include our billing phone number (see attached copy) at the top.
  With the patients permission, we are happy to provide a copy of the patients demographic file from the hospital that was sent to our billing company.
  
  Sincerely,
  
  Colorado Imaging Associates

• Initial Complaint

  01/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My child was in an accident and received services in the emergency room from Colorado Imaging Associates back in January of 2022. I received a bill, but noticed they had not actually billed my insurance, I called and verified insurance information with them so they could submit the bill. I did this every couple months when a bill showed up. I contacted my insurance and did everything to help both sides get the bill submitted. On October 17th of 2023, I spoke to ***** at Colorado Imaging Associates and she said that she could see the bill was not submitted correctly and spoke with our insurance, she even called back and left me a message saying she confirmed that our insurance had it now. I never heard anything more. Now, January 13th, **** I just received a letter from collections saying I owe this. I am guessing because it is out of their contract dates to file a claim with our insurance they are sending it on to me. I am at a loss of what else to do, I do not think the bill is my responsibility, especially when I already pretty much maxed out our insurance for 2022.

  Business response

  01/15/2024

  We sincerely apologize for the experience youve received from our company. According to our billing records, multiple attempts were made on our end to submit the claim to *****. The claim was initially submitted to Cigna on 1/27/2022 but was informed there was no claim on file after reviewing the account.  Attempts to refile the claim were made on 7/22/2022,8/3020/22, 12/13/2022, 4/24/2023 & 6/5/2023, but each time were informed by Cigna the claim could not be found. Our billing company has made several follow-up calls to ***** to get this claim-filing issue resolved but have been told to allow additional time for the claim to process.
  We understand your frustration with this incident, therefore we have asked our billing company to close the account, with no balance due from you.
  
  Sincerely,
  
  Colorado Imaging Associates

  Customer response

  01/16/2024

   
  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.

  Is there anyway I can get confirmation that this is taken care of and that I am removed from collections.
  
  Sincerely,
  
  *************************

  Business response

  01/16/2024

  I have reached out to our billing company as well as our collections company. Both companies have agreed to send you the documents you've requested. 

  Sincerely,

  Colorado Imaging Associates

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never been to this place and they sent me to collections for $45. How do I get a bill somewhere Ive never been? I called billing and got absolutely nowhere. I call the front desk and they send me to billing. Looking at their ****** reviews, this is a chronic issue. Ive never seen so many complaints over the same thing. It seems like they are scamming people!

  Business response

  12/18/2023

  We sincerely apologize for the experience this patient has received from our company. We are a group of radiologists who read and interpret radiological exams for several hospitals in the ****** metro areas,as well as several mountain-towns. Our billing records show this patient had an exam done on 2/7/2023 that one of our radiologists interpreted at ****************************************. Our billing records also show the patient called on 12/13/2023 in regard to the statement balance. At that time, our billing company re-sent a copy of the billing statement, per her request.  With the patient's permission, we can upload a copy of the ************************ Agreement that was signed prior to the medical services she received.
  
  Kind Regards,
  
  Colorado Imaging Associates

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Receiving collection calls on bill already paid.

  Business response

  10/31/2023

  We sincerely apologize for the experience this patient has received from our company. After insurance adjudication, our billing data shows a coinsurance balance of $26.94. On 9/13/2023, a billing statement was mailed to the patient (same address listed in this complaint). On 10/13/2023, second billing statement was mailed to the patient. On 10/13/2023, the patient called our billing company stating he paid at the time of service. The billing representative informed him the billing statement was for the professional component (a fee separate from the facility/technical fees). Therefore, any fees he paid at the time of service did not include the professional component. On 10/27/2023, he received a phone call from our billing company to remind him of the outstanding bill, but there was no answer. On 10/30/2023, the patient called our billing company again. He said he processed a bill on 10/20/2023 through his credit union but was informed there is no record of any credit card payment on his account.
  
  Our billing company performed additional research into this payment, but we still do not show receipt of his funds. We would gladly credit the account if the patient would provide us with a receipt with the payment details from his credit union.
  
  Sincerely,
  Colorado Imaging Associates

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to pay an amount they say I owe of $16.56. Phone number and website dont work. Do not send out statements that ask for payments when your info is incorrect. Do not send me to collections when I am trying to pay this bill.

  Business response

  10/11/2023

  Good afternoon,
  
  We sincerely apologize for the experience this patient has received from our company. On 9/21/23, our billing company representative called this patient to get a better understanding of the difficulty she was experiencing with the phone number and online payment portal information printed on a statement she received. During their conversation, it was brought to the billing representatives attention that the invoice the patient was describing did not sound like (or have similar features) as the billing statements we send out. The billing representative asked the patient to email a copy of this statement to her directly so it could be reviewed, but the patient did not call back. On 9/25/23, our billing company representative called the patient again to follow up. At that time, the patient said she was out of town and would call her back the next day (9/26/23), but never did. Another voicemail was left on 9/27/23 but again, no call back was received.  As of 10/11/23,our billing company still has not received a return phone call from this patient or a copy of the statement she is describing.
  
  Kind Regards,
  
  Colorado imaging Associates, PC

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6 I went for an ultra sound to Centura health. I was told that day they did not take my insurance but the cash price would be for $179 which I paid that day. Yesterday September 12 I got a bill from Colorado Imaging and Associates for additional funds. I have called Centura Health and Colorado Imaging and Associates being told that only the other company can help etc. There is nothing they can do. I was lied to. I only did not change my appointment because I was told it would cost $179 which was not true now I am being billed for more. This is fraud.

  Business response

  09/14/2023

  We sincerely apologize for the experience this patient received from our company. We are a private group of radiologists who are contracted to interpret/read radiological exams for Advent Health and Common Spirit hospitals in our area. After reviewing the patients account for services rendered on 9/6/2023, a patient payment of $179 was made. However,that payment was solely for the technical services (facility/radiology technician fees) that were rendered at the hospital and does not include the professional fee for the radiologist to interpret the exam (hence a separate billing statement from our company was issued to the patient).
  Furthermore, A **************** Agreement was signed by the patient, acknowledging the following, I understand that many of the professionals who provide care to me in the hospital/facility are not employees or agents of the hospital/facility. These professionals may include my own physician, other physicians requested by my physician to participate in my care as well as emergency departments physicians, radiologists, pathologists, and anesthesiologists. As a result, I understand that these professionals will bill me for charges that are separate from those of the hospital/facility. Further,I acknowledge this contract means I personally have full financial responsibility for, and agree pay, all charges for the hospital/facility and of physicians rendering services not otherwise paid
  Ive attached a copy of the signed **************** Agreement as well as the signed Waiver of Insurance form.
  
  Sincerely,
  
  Colorado Imaging Associates

  Customer response

  09/15/2023

   
  Complaint: 20599428
  
  I am rejecting this response because:  I personally talked to Centura health and ask what the total cash price would be to have the ultrasound at their hospital on a recorded line.  They told me $179.  They did not advise of any other costs.  When I called them they told me to call you.  When I called you ******* was unable to help in any way.  This would be true except I specifically asked for all costs for the cash price.  When someone answers how would I know they were lying to me.  If I had known there would be other charges or was advised of that I would have cancelled and gone to another hospital.  I thought I was getting services from the hospital that they employed and was never told otherwise when I specifically asked.  This is pure fraud.  The entire conversation was recorded by Centura Health.  We cannot make determinations on our health care that are expensive when we are not told correct information by the people we are seeking service from.  This is not a case of he said/she said it is recorded that was what was said.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received multiple statements regarding and account so I paid it online as it dated to do so. They then said they were refunded me the money since I overpaid it the refund amount in my statements is $0. Ive called multiple times and everytime they say they left a message with the billing to have them give me a called back i havent received one call back. I left a message with the head of the department and I havent received a call back. This has been the worst experience Ive ever had with any company. They steal your money.

  Business response

  08/16/2023

  Good afternoon,

  We sincerely apologize for the experience this patient received from our company. A review of our billing data shows there was an account balance of $155.71. A successful credit card payment for $77.85 was made on 1/13/2023. There were two attempted online credit card payments ($77.85 each) made on 1/27/2023 and 2/10/2023 but unfortunately, were both were declined. On 2/22/2023, a successful payment was made for $77.86, bringing the account to $0. On 3/9/2023, another successful online payment for $77.85 was made. Shortly after, our billing company discovered this was an over-payment and the credit card was fully refunded on 3/16/2023.  Then on 6/4/2023,another successful online credit card payment was made for $155.71. Once again,our billing company realized there was an overpayment and refunded the credit card on 6/9/2023. Attached are both online credit card receipts and the subsequent refund receipts as well as both declined credit payments receipts.
  
  
  Kind Regards,
  
  Colorado Imaging Associates

  Customer response

  09/03/2023

  I have showed screenshots of my account with my card number that you have on file with the amount 0 in the refund I hve called my card company and they say there has been no refund of ****** only the charge. If I have to go to court and file that way I will I have tried multiple times to call  so that if I need to drive all the way to colorado to get this situation handled correctly I can. I have proof that you guys didnt refund me my money back. 

  Business response

  09/18/2023

  Good afternoon,
  
  We sincerely apologize for the experience this patient is still receiving from our company. Refunds are made only to the credit card that was initially used to pay the bill. Therefore, a refund was made on 3/16/23 for $77.85 to **** credit card ending in **** (transaction #: 238758567;authorization code ******). Another refund on 6/9/23 for $155.71 was made to Mastercard credit card ending in **** (refund transaction #: 245802685;authorization code ******). Attached are both refund receipts.
  
  Kind Regards,
  
  Colorado Imaging Associates
  

*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. ↩