Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 01/16/23, I received a hip MRI with contrast at an in-network facility at ******* ******** Medical hospital as suggested by my employer insurance with confidence that this will be covered under my insurance, *** UNITED HEALT***RE. It was only after the procedure that I received a medical bill that was billed in two separate days than the day I received the procedure and the provider was an out-of-network provider (radiologist). Access radiology has filed the procedure incorrectly on two days instead of one and as an out of network claim. After discussing with my insurance and the radiology business regarding the bill, they were supposed to make correct adjustments per the NO SURPRISE ACT guidelines and based as a facility employee with the employer insurance. My insurance has direct me to *********, who is a business with my insurance, to negotiate the claims. However, after receiving several repeated incorrect bills from the same radiology company and constant repeatedly insurance calls regarding the bill, ACCESS radiology company has now filed my case with a debt collector. The lengthly period of this back and forth with the company and insurance process has now been approximately 2 years now in hopes the company and the insurance would correct the problem. I was also told per *** ********* to not send any payment until the company correct the claim. So I waited for a correct bill from this company in order to send payment. I was also aware that several facility employee with the employers insurance are dealing with the same exact situation as me. Afterwards, I had to repeatedly argue with this company regarding several other claims that was put in incorrectly. ******* ******** medical hospital is the only *** facility in the state of Louisiana and I believed the company is taking advantage of this. I believed an investigation is needed regarding their billing and there may be illegal fraudulent charges made to several other patients including myself.

  Business response

  12/03/2024

  Access Radiology has been out of network with United Healt***re insurance since June 1, 2022; this decision was not made lightly, and communication was provided to all hospitals that we do business with so that they were aware and could notify patients accordingly as we do not receive insurance information until after our radiologists interpret images. The explanation of benefits that we received from United Healt***re indicated that there was a patient responsibility, with balances being applied towards the member's deductible and coinsurance (totaling $1,355.26 billed to the patient). Our records indicate that payments were being received from the patient, but the last payment was received July 2024 and the remaining balance was turned over to collections. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 3, 2023, I had an MRI at South Ryan MRI LLC which Medicare paid. (Medicare summary enclosed) Approximately 6 months later, I received a call from a collection agency saying I owed Access Radiology $1600 which I have never heard of before. I then checked my Medicare Summary and found they had filed on Medicare to pay for something I never received. I then tried to calling to straighten this out and that when the shell game started. First I had to figure out Radiology is Access Radiology, So I called Radiology Associates and was told they do not handle billing and was given a 504 phone number. I was told would investigate it would take three months. I have called numerous times and have been given the same answer... they will investigate and it will be three months. Eight months later a bill showed up and nothing has been done. I have tried calling ******** ** **** Hospital and was told they weren't affiliated with Access Radiology even though ** **** name is on the bill. I am still being asked to pay a boll for and MRI I never received. My Doctor would never order two MRIs on the same day for the same thing and I doubt any facility would administer two MRIs in the same day. I called Medicare and as reflected on the statement, I owe nothing for the MRI that never happened.

  Business response

  08/13/2024

  Access Radiology terminated our relationship with ******** *** ******* Hospital on 2/24/2023, which is why the facility is advising that they are not affiliated with Access Radiology. Our records indicate that our radiologists read and interpreted the MRI images that were completed on 2/3/2023, which was submitted to Medicare for processing. It was originally paid by Medicare on 2/25/2023, but on 7/3/2023 the payment was retracted and that caused a bill to be dropped to the patient. Our accounts receivable team is working on trying to follow up with Medicare to root cause why our payment was retracted a few months after being remitted.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10-22-23 I went to the ER at  Hospital in Alexandria and was seen. I received a **** ***** EOB stating I owed Access Radiology $10.17 as my portion of the treatment. As of this date Access Radiology has not sent me a bill. I have requested they send me a bill 4 times through phone calls and leaving voice mails. On Wednesday 01-10-24 I called a ******* ****** at 413-471-3749 and left a voicemail stating I wanted her to call me back I wanted a bill mailed to me so I could pay my balance, whom Access Radiology told me to contact.  On Thursday 01-11-24 after receiving no call back I called ******* ****** again and left another voicemail. I still have not heard back from ******* ****** so I have no recourse left but to file a BBB complaint so I can get Access Radiology to mail me a bill so I can pay my balance due before it get reported to the Credit Bureau for non payment.  I should not have to file a BBB complaint to get a bill mailed to me so I can pay Access Radiology what I owe them.

  Business response

  02/02/2024

  We updated the account on our end to the P.O. Box that the patient provided, and it was returned to us as undeliverable. Our customer service team made a few attempts to reach this patient by phone to verify the mailing address, however, were unable to get in touch with him. A statement was sent via email and a message was left by our customer service team lead with a direct phone number to call back so that this can be explained to him.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Access Radiology keeps releasing my personal medical information to my ex wife who I have been divorced from since 2017. Last year Access Radiology did the same thing I called them and had everything updated now they are sending my ex wife my personal medical information and again. This needs to stop I'm the one who should be getting this information not her. I have attached a picture of Access Radiology releasing my personal medical information to my ex wife.

  Business response

  12/18/2023

  Mr. *****, we are so sorry it took this long for us to correct this for you! Your information was incorrect in the ******* system, and sent over to us incorrectly. Our Billing team and Client Rep team has updated your patient account and a HIPPA complaint has been filed on your behalf.  Our Billing team has contacted ******* to have your patient account updated there as well. Again, apologies for this inconvenience and that it took over a year to complete. We appreciate your business!

  Customer response

  12/22/2023

  
  I have reviewed the response made by the business in reference to complaint ID 20955099, and find that this resolution is satisfactory to me.
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were charged for a service that we paid. Our bank account proves the exact amount owed was received by Access Radiology. My wife received a confirmation number. Access Radiology continued to try and collect this same amount after payment. We called them to try and explain our dissatisfaction, and they claimed they had no record of our payment. They told us it would take up to 30 days to "investigate." This is a borderline fraudulent practice to take our money which we have proof of and make us wait up to a month to tell us how they lost our money. They have taken our money for services provided but have done something other than pay our bill with that balance. It is absolutely unacceptable to have all information to complete an investigation of where our money went, and tell us they need 30 days to figure it out. They have our card number that was charged, the date it processed, the confirmation number, the account it was supposed to go to, and the balance which "was received" by them. They claim they did not even have the number to the investigation team department. POOR Business Practice! They have everything they need and I am positive we are not the first to face this with them, there is zero good reason other than offering an excuse to draw out what could be solved quickly with a competent staff and proper business procedure.

  Business response

  08/04/2023

  We will respond to client privately. 

  Customer response

  08/07/2023

  
  I am rejecting this response because:

  They do not respond. We've heard nothing back from them. They are avoiding the issue and giving a standard business response to avoid their mistakes.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is regarding ***********. The first bill I received was for $147 threatening to send me to collections. I had to pay by 2/18. I contacted them online, by email, by mail, and I called in spoke to ****** to resolve this issue. They also charged my insurance company. After insurance I owed $3.60. However, they still threatened collections so on 2/15 I paid the lowest amount I could ($29.40) hoping they and their system would catch up. On 3/15 I got an email showing they charged $39.20. I called in and got ******. He said with the $29.40, they already owed me a refund. They would stop taking money, he would alert supervisor, and refund everything minus $3.60. It would take 30-45 days for refund. On 4/15 they took $39.20. On 5/15 they took another $39.20 for the total of $147!!! This is after they had also received payment from ****. On 7/10 I called in and got *** *. He said basically everything ****** said (report to supervisor, refund, 30-45 days), but he for some reason (even with my other calls, insurance payment, what I really owed, and the 4 electronically payments they processed) he somehow had trouble reviewing my accounts. He said my refund would be $130. I went over what they took and what I actually owed again ($29.40+39.20+39.20+39.20=$147. Right? $147-3.60=$143.40. Right?). Somehow he didn’t agree with my math. I told him expected my full refund NOW since this has been going on for months and they’ve had my money long enough. I told him I had credit card statements and every email they sent after they charged me with dates, amounts and reference numbers. They cannot dispute how much they took or how much I really owed. I’m not getting anywhere with them. I want my money. I’ve contacted numerous times all the ways I possibly can contact them.

  Business response

  08/04/2023

  We will respond to client privately. 

  Customer response

  08/07/2023

  
  I am rejecting this response because:
  They haven’t contacted me like they told you they would. I just the refund they owe me. They threatened me with collections for the full amount of the claim. They charged me and my insurance company. I owed $3.60. They took $147.00 over the course of 4 months. Each time I called in they were made aware of the problem. They admitted that I only owed $3.60, but they didn’t stop the charges. This started in January. It’s August!!! 
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 21, 2021 was date of service. I was told by Access Radiology that they checked with my insurance company and determined I owed $174, which I paid at time of service. In August I received a bill from Access Radiology stating that the service was not covered by my insurance and that I owed $652. I contacted my insurance company and they explained that Access Radiology had ******* up the filing process and that it should get sorted out and that I did NOT need to pay the $652. Several phone calls took place over the following weeks/months that I did not take notes on. On Jan 11, 2022 my insurance company told me that the matter had been settled and that I should be given a $174 refund of the payment I made in April 2021. On Feb 17 I called Access Radiology to check on the status of the refund. I was told to expect a paper check in the mail within 2-3 weeks and that the issue had been "escalated" to ensure it was sent. April 12, 2022, still no payment from Access Radiology, so I called again. The representative confirmed that the refund was processed Jan 27, 2022 and that I should have gotten the check by now. I was told that it would be "escalated" and that a supervisor would ensure it was taken care of and that I should expect payment with 2-3 weeks.

  Business response

  05/03/2022

  Business Response /* (1000, 6, 2022/04/25) */ After internal review, we were able to reissue a refund check to Mr. *****. Communication of this resolution was sent directly to Mr. ***** via email. Consumer Response /* (3000, 8, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I have received an email from them, but I have heard the same "the check is in the mail" before and never received the refund. If/when I receive the check, I will be satisfied and "accept" their response.

*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. ↩