Business Profile

Medical Imaging

Akumin Corp.

Headquarters

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Initial Complaint
12/19/2024
Complaint Type:
Service or Repair 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 referred to this imaging center by my gastroenterologist whos office directly contact this entity on my behalf and sent them an order for a specific scan that needs to be done due to health issues and it needs to be done right away, my gastroenterologist office sent the order and someone from Akumin responded confirming that I was going to receive a call to go in to do this test(scan) today 12/17 . After many hours of waiting for akumin to call me for me to go in I decided to call them my self I was told by a guy named ********* that they never received the order for the scan which is a lie because my doctors office gave me a copy of the order that they send them I told the guy that tha was a lie because I have a copy of the order he them proceed to tell me he saw the order but he didnt know if I had an appointment I asked to speak to a supervisor he refused to transfer me and told me to hang up and call again but he was not transferring me to a supervisor, I hang up and call again this time another guy by the name of Adonis answer i explained that my doctor has sent an order and someone was supposed to call me for me to go and take this test he then proceeded to tell me that they dont do that test there which is absurd because they are the one place to do that specific test(scan) I again asked to speak to a supervisor and he also denied me to speak to a supervisor I asked him for the name of the supervisor and he denied that information too, the name of the test I need to have is called HIDA (hepatobiliary iminodiacetic acid) scan and he had the nerve to lie and tell me that they dont do it. This is an emergency test that I must have and the place is refusing service
Business response
12/20/2024
Thank you for reaching out and sharing your experience. We have shared this information with our internal management team and will respond shortly.

Customer response
12/20/2024

Complaint: 22706154

I am rejecting this response because: management has trained their employees to denied customers to speak to supervisors to the point that they wont even give you a supervisors name. Employees are poorly trained and have no clue in what their job is and when you ask for a supervisor they 100%? Refuse to. I was trying to book an appointment for this test thats is done in this facility and I was told by one of the employees that they dont provide that test wixh is absurd because they do and this is do to the la k of training, professionalism and capability of doing their job and lack of supervision and when you ask for a supervisor the answer is hang up because Im not allowed to transfer you. Now because I reached out to BBB magically someone will reach out, this business should not be running period

Sincerely,

***** *******
Business response
12/22/2024
Having looked into the matter, we have determined that there were instances where the process could have run smoother. As such, we are taking steps internally to address these issues and improve our scheduling procedures.
*****, our scheduling coordinator has reached out to the patient to ensure their appointment is scheduled promptly.
We are committed to making necessary improvements and providing a better experience moving forward.
Initial Complaint
11/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a wrist injury that may be a scaphoid fracture. An xray is necessary to determine course of treatment. I had an x-ray appointment at the Akumin location on W. ********************** for 11/14/24 at 1:40 pm. After checking in, completing forms and waiting, I was told the *-Ray machine was broken and I would have to reschedule. I called scheduling for the first available appointment and asked if there were any walk in appointments. I was told the ** Federal Highway location took walkins and opened at 7 am. On 11/15 at 7 am, I went to the * *************** location. I was told the *Ray tech comes at 8 am, there were 57 *Ray appointments that day, and that Akumin no longer took walk in appointments. I called scheduling and made an appointment for 1:20 pm on 11/19 at the ***************** location. After checking in, completing forms and waiting an hour, I was told the * Ray tech had left and was "in pain." The staff could not tell when or if the tech would be back. I called my physician and we determined there are no other places that take my insurance in the area. I am receiving an xray from another provider at a cash cost of $156. Akumin charges $50 for appointments missed without 24 hours notice. The delay in xray has delayed my course of treatment and potentially aggravated my condition if its a displaced fracture. I seek 150 in missed appointment fees and 156 for the cash outlay x ray. So, $306.
Business response
11/20/2024
Thank you for bringing this matter to our attention. We have forwarded your complaint to the appropriate manager and they will be reaching out to discuss your experience with you directly.
Customer response
11/20/2024

Complaint: 22580868

I am rejecting this response at this time because:
I appreciate the quick response but will reserve judgment until I have a final response from the company.
Sincerely,

******* *******
Business response
11/21/2024
We have been in contact with this patient and have reached a resolution.
Customer response
11/21/2024

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
10/29/2024
Complaint Type:
Service or Repair 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 waited 2 months to get a specialist to do my mammogram!I night of my arrival for my appointment an additional lady came in for the same procedure. They squeezed her in on my allotted time. Due to the technician being in a hurry she was so rushed that she ruptures my breast implant!I tried to call the office to work this out and was hung up on by the office manager. All I want is for them to pay for what they broke!
Business response
10/30/2024
Hello *****,
Thank you for bringing this matter to our attention. We take all patient concerns very seriously. Your complaint has been forwarded to the appropriate department for review, and we will be in contact with you shortly to discuss this further.
Please rest assured that we are committed to resolving this matter as quickly and fairly as possible.
Customer response
10/31/2024
I have been suffering for almost a years now with this incompetence from this company with no regards to my well being ! I need this to be fixed immediately
DU
Customer response
11/01/2024

Complaint: 22488985

I am rejecting this response because:
I have been suffering for almost a years now with this incompetence from this company with no regards to my well being ! I need this to be fixed immediately
DU

Sincerely,

***** *******
Business response
11/05/2024
A member of our team will reach out to you to discuss this matter. We are unable to provide any additional information here without a signed ***** release form.
Customer response
11/15/2024
I need an outcome to this complaint! This is effecting my health at this time ! Please contact me @************
Customer response
11/15/2024
Please. Contact me @************
Customer response
11/15/2024
Contact me @************
Customer response
11/15/2024
Contact me @************
Customer response
11/15/2024

Complaint: 22488985

I am rejecting this response because: I need an outcome to this complaint! This is effecting my health at this time ! Please contact me @************

Sincerely,

***** *******
Business response
11/15/2024
Our internal team has reached out to this person and has been in communication with her. We cannot provide further details on this platform without a signed HIPAA release form.
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair 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.
CT appointment schedule by **** at Akumin stat ordered. Booked at 4om for a 615pm appointment. Got there said they forgot to verify insurance and that **** was closed MUST PAY MYSELF. um I have full coverage for this test with my insurance as I have been there many times. I just had a past stroke. This was the responsibility of **** not me.
Business response
09/26/2024
We are looking into this concern internally and will get back to you as soon as possible.

Customer response
09/26/2024

Complaint: 22343042

I am rejecting this response because: SPOKE WITH BILLING MANGER WHO LEFT MESSAGE WITH WELLINGTON AKUIMIN OFGICE MANAGER ********. STILL NO RESPONSE OR CALL BACK AS OF 930 AM ITS NOW AFTER 2PM. THIS IS FRAUD. MAKING PEOPLE SELF PAY WHEN ON CRISIS WHEN THEY CLEARLY HAVE INSURANCE. THIS FALLS ON **** FROM AKUMIN WHO BOOKED APPT.

Sincerely,

******* ********
Business response
10/01/2024
Patient requested stat appointment, stating her ** wanted her to be seen within 24 hours of an event that had occurred the night before. The scheduler was able to get her in within 2 hours of the phone call per her request. Insurance information was in the patient's file as she had been seen at the same location a few days prior. Upon arrival, she was advised her insurance required a prior authorization, and if she wished to be seen it would have to be as self pay, as there was not time to obtain the authorization. Patient agreed to self pay and signed the form stating she understood the authorization/insurance will not be pursued and she understands she will not be reimbursed.
Customer response
10/01/2024

Complaint: 22343042

I am rejecting this response because: after speaking to the woman who was responding to this Better Business Bureau complaint on the phone cuz she actually called me she actually agreed with everything that I was saying that I should not have been charged and that the appointment by **** should never been booked without verification. That's also clarify stroke happened the day prior doctor told me I have to have this test done in the first 24 hours so I called document and **** said they had an appointment at 6:15 **** said everything is verified good to go so when I got there they tell you a different story but when you're sick and not feeling well this is how they get you by saying that **************** is closed and you can come back the following day I was treated with such rude disrespect I'll be reporting this to the state of Florida this woman who is responding to his bed of *************** complaint had a long conversation with me and she agreed that I shouldn't have been charged she also promised she would call me back on Monday and it is now Tuesday shame on you and your company I am not done yet I will be reaching out to all Outlets if not reimbursed as you clearly stated don't worry even though your insurance is changing quote on quote we could back charge for the date of service

Sincerely,

******* ********
Business response
10/04/2024
We have noted this patient's comments and are providing the following update:
This does not change the previous response given, as the information was explained to Ms ******** at the site, she agreed (and even initiated) self pay, and signed the self pay form.

Customer response
10/04/2024

Complaint: 22343042

I am rejecting this response because:
WrongWrong I I was told to self pay if I expected to get a CAT scan that day rudely it's okay I'm going to be reporting you to the Department of State and health care agencies is already somebody working on this case in your agency so obviously there's a lack of communication with you people this is how you scam people and that's insurance I'm going to let everybody
Sincerely,

******* ********
Business response
10/04/2024
Please find attached the self pay signed agreement from the patient.
Initial Complaint
08/15/2024
Complaint Type:
Order 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 am writing to express my deep dismay over the treatment I received at the Akumin ********** location. My experience with the front desk representative, *******, and the supervisor, *******, was nothing short of unacceptable.Upon arrival for my scheduled MRI, ******* was shockingly rude and dismissive. She demanded that I pay upfront or leave immediately, without any prior notice of this requirement. Her demeanor was condescending and unhelpful, adding unnecessary stress to an already urgent medical situation.When I contacted the supervisor, *******, to address this, I was further appalled. ******* falsely claimed that I had been informed of this payment requirement during a confirmation call the previous day, which is entirely untrue. This fraudulent entry in your system is deeply concerning. My conversation the day prior was about a pending prior authorization, not about any payment, and the misinformation noted in the system is a serious issue.Lilianas behavior only worsened when she insisted that I pay $120 or cancel my appointment. When I asked for time to contact my insurance, she curtly stated that my appointment time was "NOW," pressuring me to pay immediately or leave. This level of disrespect and lack of empathy is unacceptable, especially given that both of my insurance plans are in-network, and I had already met my out-of-pocket maximum.The representative who called me prior to my appointment also misrepresented the status of my prior authorization and became combative when I questioned her. This entire experience has left me deeply unsettled.I expect Akumin to take this complaint seriously and address the issues of unprofessional conduct and fraudulent documentation. I will also be notifying my insurance provider and the appropriate authorities about this matter.
Business response
08/19/2024
This patient experienced difficulties with the payment process during a recent visit to our ********** location. Despite a prior discussion of our payment policy, the patient became agitated when asked to pay at the time of service. To de-escalate the situation, our staff postponed the patient's appointment and addressed their concerns in a private area.
Following the incident, our Lead Administrator identified an error in the patient's insurance verification, which has since been corrected. The patient was subsequently rescheduled for an appointment at our ******************* location, where they reported a positive experience.
We plan to apologize to the patient for this inconvenience, enhance the visibility of our payment policies, and continue to provide staff training on effective communication and customer service.
Initial Complaint
08/12/2024
Complaint Type:
Product 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.
Company cancelled appointment after confirming with no notification.
Business response
08/12/2024
A senior member of our customer service team has reached out to address this person's concerns.
Customer response
08/20/2024
Business did not reach out till complaint filed. Emails and phone calls were ignored!!
I spoke with someone after I contacted many times. I wanted earlier appointment which was not offered. Also no reason as to why appointment cancelled
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In the month of March 2024 I went to Akumin in ********************* to have medically necessary Ct scans and an Ultrasound and was at the end of a SS disability case awaiting a decision so I paid cash (had no choice at the time) but then on June 11th I was APPROVED for ******** retroactively effective start date 2/1/2024 and was told to contact all places where I paid out of pocket and have them resubmit the claims to ********. So Akumin was one of those places and they are yanking my chain on this, not answering the phone or the 10 emails I sent them begging them to get back to me. I contacting them in June about this matter and it is now August. I have received refunds from almost most all other doctors during this time. They seem to not want to refund the cash money I paid BUT I WAS COVERED LEGALLY BY ******** and I want my money back. They have had 2 months to work on my case now. I need my money back as I am disabled and cannot work.
Business response
08/09/2024
Our support team will be reaching out to this patient to assist in this matter.
Customer response
08/12/2024

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.

Sincerely,

*******************************
Customer response
08/13/2024
They have not contacted me yet. Also why is she the support team will be contacting me. It is billing who needs to refund me. This has to be unlawful what they are doing to me. They owe me money and are still not contacting me. I need more help please

I

Business response
08/14/2024
We have refunded the patient $500. The matter should be resolved.
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair 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 ask if the office could let me pay in one week, the receptionist emailed *********************** and she said no . I had an appointment a few weeks ago and they canceled it as I was on my way saying the machine was broken at that time I had my co pay of $80.00 My husband ask me to try and not go to the grocery store this week because our bank account is very low and he gets paid next week. So that is why I said I could have a week to pay. ***** said I knew then what my co pay was and she would not give me a week to pay. This was not necessary to say , I didnt complain when they called last minute and canceled my appointment Everyone knows this economy is bad and a company your size should help your clients. There are plenty of other facilities to choose from and I will pass this along to my physician.
Business response
08/09/2024
Our support team have made attempts to reach this patient to assist her with this issue.
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair 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.
7-5-24 WAS T was told by Catscan tech that there was no microphone in the Catscan. I needed to exit the scan-machine due to sharp pain in the shoulder area (torn rotator cuff). I only needed to exit the scanner and re-position my arms. I repeated my need 3 times with no response. when I asked if was any communication between patient and technician I was told "Nope". I am sure the microphone was turned off. Easier to do that than have to "deal with" a patient.VERY RUDE also.
Business response
07/07/2024
Thank you for reaching out and bringing this to our attention. Can you please provide the name of the clinic and the date your exam took place. We will then be in a better position to determine what occurred and provide an appropriate response.
Initial Complaint
04/23/2024
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.
I cannot reach my account at patient portal Within 5 months many times send message to you No solution My user name is Alancastle My PW does not working 3 questions are asking me but 2nd question is not belong me (Now I cannot reach this step)Please solve my problem. Either completely cancel all my account and make me a new account or send me a portal I created new PW.This is my final message. After that I promise you that I contact with the necessary authorities.Thank You Dr. *********************
Business response
04/23/2024
Hello ****************, I have forwarded your information to my colleague who manages the Patient Portal and he will be reaching out to you to assist.

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