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Complaint Details

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Initial Complaint
02/02/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ProScan Imaging has repeatedly sent me a bill for a procedure for which they apparently refuse to send to Florida ******** but claim that Florida ******** refuses to pay (I have spoken to representatives from ******** Florida ******** and they have not received the bill. I also checked the back log of information available on the website and can find no evidence that they received a bill for the visit in question (According to the ProScan bill, it's for a procedure dated 09/26/2023). At this point, ProScan's entire "support" website is down, even though they still send emails citing the inactive website. Because the website is down (support.proscan****), I attempted to email them. Most recently, on 01/23/2025 they replied to my email from "Proscan Helpdesk " and the email read, " Dear ***** Rose, Thank you for your reply. One of our agents will reply to you shortly. View and manage this ticket online: **************** Proscan Imaging · **************** *******************? " Nobody has called or reached out in any way since I received that email over a week ago. There is no way to look up the status of the ticket. The website no longer exists. That email is evidence that ProScan is lying to me.
Business response
02/11/2025
Hello-

February 11, 2025

Corporate Headquarters
***** ********
**** ******* ****** Better Business Bureau
Cincinnati, Ohio 45213
One E. Fourth Street, Suite 600

Phone: ###-###-#### Cincinnati, OH 45202
Toll-Free: *************
Fax: ###-###-####
Web: www.proscan**** RE: Proscan Imaging
Complainant: ***** *******
Imaging Sites BBB Case ID No. ********
Ohio
Central Ohio
Dublin
Gah**** Dear Ms. ********,
Pickerington
Polaris
This letter is in response to your correspondence received on February 2, 2025 regarding
Cincinnati the above-referenced Better Business Bureau ID Number.
Eastgate
Midtown ProScan is committed to providing all of our patients with the highest standards of
Mason service and care, and we take all matters such as this very seriously.
Paycor Stadium
Tri-County We have conducted a thorough review of our billing process.  The following is a summary
Liberty
Vandalia of our findings related to this complaint:
Western Hills
Vandalia At the onset of submission, the claim was rejected due to insufficient payer information.
Florida The information has since been provided for the claim and patient currently has a $0.00
PNI Tamiami North balance owed to ProScan Imaging.
PNI Tamiami South
PNI Vanderbilt We apologize for any inconvenience Ms. ******* may have experienced.
PNI Medical Blvd.
PNI Ninth St. If you have any questions, please feel free to call us at *************
PNI Collier South
PNI Collier North
PNI Crosspointe Dr.
PNI Sierra Meadows .
Regards,
Indiana
Jeffersonville    PROSCAN IMAGING
Indianapolis
Avon
Carmel
Fishers
Greenwood
Kentucky
Lexington
Louisville    By: _____________________________
Northern Kentucky
New York
M. H**** C******,
Compliance & Risk Paralegal
Buffalo

The Most Trusted Name In Medical Imaging
Customer response
02/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and, assuming that this means they won't be continuing to try and collect from me on this bill, I find that this resolution is satisfactory to me. Thank you.

Regards,

***** *******
Initial Complaint
12/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had an injury on the job that happened in June. Went through the Workers Comp deal and accomplished physical therapy. I was also sent out to ProScan Imaging of Troy to get an MRI of my left shoulder. Everything has been approved through ******** ****, *********, and ******* ******* for an MRI. I received a bill in the mail on Friday, December 6th for a bill of $2000 from ProScan. I promptly called to see what the issue was. I was told that I was not covered by ******** **** on the date the MRI was accomplished. I spent half a day calling ********* (who ordered the MRI), and Spooner (The authorizer) to see what the issue was. They both followed up on Monday, Dec. 9th with the same notion that I was covered by ******** **** as well as paperwork for ProScan to verify my approval of coverage. I called ProScan on Monday and told ProScan I had phone numbers, fax numbers, and paperwork to send them so they can bill who they need. The current lady wanted nothing to do with my information and refused to give an email for me to send my information. I am covered by ******** ****, they want me to pay a bill that is due on December 11th 2024. I am a recovering injured worker who is doing someone else's job. I have my own job to do. I done plenty of leg work for someone who doesn't want it. I have sent the bill to ******* ******* and will hopefully reach ProScan for resubmittal.
Business response
12/19/2024
Dear Ms. ********,

This letter is in response to your correspondence received on December 17, 2024
regarding the above-referenced Better Business Bureau ID Number.

ProScan is committed to providing all of our patients with the highest standards of
service and care, and we take all matters such as this very seriously.

We have conducted a thorough review of our billing process. The following is a summary
of our findings related to this complaint:

The claim was initially denied by the ******** ************ payor due to an
unapproved diagnosis code which put the payment responsibility on the patient.

Patient contacted ProScan by phone on 12/6, 12/9 and 12/18. The last call was
productive and our team was able to resubmit patient’s bill to the ********
************ payor for payment.

Our Billing Manager contacted patient on December 19, 2024 and communicated these

December 19, 2024

Corporate Headquarters
Renee ********
**** ******* ****** Better Business Bureau
Cincinnati, Ohio *****
One E. Fourth Street, Suite 600
Phone: ************ Cincinnati, OH 45202
Toll-Free: 1************
Fax: 513-281-3420
Web: *************** RE: Proscan Imaging
Complainant: ******* ********
Imaging Sites BBB Case ID No. ********
Ohio
Central Ohio
Dublin
Gah****
Pickerington
Polaris
Cincinnati
Eastgate
Midtown
Mason
Paycor Stadium
Tri-County
Liberty
Western Hills
Vandalia
Florida
PNI Tamiami North
PNI Tamiami South
PNI Vanderbilt
PNI Medical Blvd.
PNI Ninth St.
PNI Collier South
PNI Collier North
PNI Crosspointe Dr.
PNI Sierra Meadows findings directly to him.
Indiana
Indianapolis If you have any questions, please feel free to call us at ************
Avon
Carmel
Fishers
Greenwood Regards,
Kentucky
Lexington PROSCAN IMAGING
Louisville
Northern Kentucky By: _____________________________
New York M. H**** C******, Compliance & Risk Paralegal
Buffalo

The Most Trusted Name In Medical Imaging
Thank you & Happy Holidays!
Customer response
12/20/2024
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. While there is some discrepancies on M. H**** C******, Compliance & Risk Paralegal's document that was sent, an account manager, Andrew, called yesterday, 12/19/24, to discuss the issues at hand. My main focus was that the billing department would not accept any information from Spooner M.A.I., my administrator who pays bills, etc. Also, Spooner M.A.I. sent a copy of my bill to ProScan for re-submittal on 12/09/24 which they have no record of. I believe the phone discussion with Andrew was genuine and factual. He acknowledged there needed to be some training and changes to the billing department going forward. I also have his phone number if billing goes awry again. I appreciate the B.B.B. for reaching out to ProScan for the issue at hand. I believe ProScan will make positive changes going forward to service patients care and billing.

Regards,

******* ********
Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ProScan Imaging 24040 S Tamiami Trail Bonita Springs, FL 34114 I am writing to formally complain about the inaccuracies in the x-ray report for the exam I had at your facility on January 23, 2023. The x-ray was referred by my orthopedic surgeon, Dr. James Manzanares. There are two critical errors in the report: 1. It incorrectly states that I had a C5/6 disc replacement. The correct information is that I had a C6/7 disc replacement. 2. The report inaccurately mentions that the surgery was the result of a motor vehicle accident that took place on January 20, 2023. In reality, the accident occurred on June 29, 2020. Despite my numerous attempts to have these errors corrected, I have been unsuccessful. I have spent many hours on the phone and through email trying to resolve this issue. I even submitted my office visit notes from Dr. Manzanares, which clearly show the correct details. Additionally, I visited the ProScan Imaging location at 24040 S Tamiami Trail, Bonita Springs, FL 34114, and unfortunately, no one was able to assist me. These inaccuracies in my medical records can have significant implications for my ongoing treatment and overall health care. I request that you urgently review and correct the errors in my x-ray report. Please confirm receipt of this complaint and provide a timeline for when the corrections will be made.
Business response
08/12/2024
Hello,

Please see the attached response to complaint #********

Thank you.

M. ***** C******

Corporate Headquarters
***** ********
**** ******* ****** Better Business Bureau
Cincinnati, Ohio 45213
One E. Fourth Street, Suite 600

Phone: ************ Cincinnati, OH 45202
Toll-Free: *************
Fax: ************
Web: *************** RE: Proscan Imaging – PNI Tamiami South
Complainant: ******* *******
Imaging Sites BBB Case ID No. ********
Ohio
Central Ohio
Dublin
Gahanna Dear *** ********,
Pickerington
Polaris This letter is in response to your correspondence received on August 7, 2024 regarding
Cincinnati the above-referenced Better Business Bureau ID Number.
Eastgate
Midtown We have conducted a thorough review of *** ********* records.  The following is a
Paycor Stadium summary of our findings related to this complaint:
Tri-County
Tylersville ?
Western Hills An addendum has been issued to indicate an update to the report.
Vandalia ? Our Executive Director of Radiology followed up with *** ******* by phone to let
Florida him know the images and updated report would be sent to him.
*** ******* *****
PNI Tamiami South We apologize for any inconvenience this patient may encedhave experi from the delay
PNI Vanderbilt in his appointment time. ProScan is committed to providing all of our patients with the
PNI Medical Blvd.
PNI Ninth St. highest standards of service and care, and we take all matters such as this very seriously.
PNI Collier South
PNI Collier North If you have any questions, please feel free to call us at ************
PNI Crosspointe Dr.
PNI S***** M******    Regards,
Indiana
Indianapolis    PROSCAN IMAGING
Avon
Carmel    By: _____________________________
Fishers        M. ***** C******
Greenwood        Sr. Paralegal, Compliance & Risk
Kentucky
Lexington
Louisville
Northern Kentucky
New York
Buffalo

The Most Trusted Name In Medical Imaging
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. Although I wish I had received the same care and attention prior to my complaint, ultimately we were able to reach my desired resolution.

Regards,

******* *******
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
What a nightmare.. I waited 3 weeks to get in for an MRI, I leave work early on 07/09/24 to drive an hour for my appointment I arrived 20 mins early to meet their "15 Min arrival time prior to appointment" ask. As I am siting in the parking lot I receive a call that they are not able to perform my specific procedure at that location so they will have to reschedule, completely unacceptable that this was done 17 minutes prior to my appointment. It is then rescheduled to the following Wednesday 07/17/24 at another location that is even further from me, so now I have to suffer with my injury another week. During my Hour long car ride home I receive another call that another mistake was made by them and they cannot perform my procedure at that time either the following Wednesday and would have to be rescheduled to Saturday 07/20/24, now I have to live with my injury another 3 days. Move to the next day 07/10/24 I receive another call that a mistake was made again and they cant perform my MRI that day either and it would have to move to the end of the month, so now I have to go another 2 weeks in pain from my injury. Extremely unprofessional with no effort to right the issue other than continuing to push my appointment out.
Business response
07/11/2024
July 11, 2024

Renee Stanford
Better Business Bureau
One E. Fourth Street, Suite 600
Cincinnati, OH 45202
Dear *** ********,

This letter is in response to your correspondence received on July 10, 2024 regarding the
above-referenced Better Business Bureau ID Number.

We have conducted a thorough review of Complainant’s account. The following is a
summary of our findings related to this complaint:

*** ********** appointment was originally scheduled in error for July 9, 2024.
Unfortunately, the error was caught late and there were several attempts to get the
appointment rescheduled on several different days. The Center Manager spoke to ***
******** on July 11, 2024 and an appointment has been confirmed for July 15, 2024.

We apologize for any inconvenience *** ******** may have experienced. ProScan is
committed to providing all of our patients with the highest standards of service and care,
and we take all matters such as this very seriously.

If you have any questions, please feel free to call us at ###-###-####.

H**** C******
Initial Complaint
06/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a mri done with this company and they charged me $277.37. When I received my E.O.B from my insurance the charge was only $102.86. Proscan admitted getting my E.O.B. From my insurance on May 24, 2024. I have still not received my refund if $174.86. I have been waiting patiently for my refund. Each time I have called them they have had nothing but excuses.
Business response
06/21/2024
June 21, 2024

This letter is in response to your correspondence received on June 18, 2024 regarding
Cincinnati the above-referenced Better Business Bureau ID Number.
We have conducted a thorough review of *** ******* account. The following is a
summary of our findings related to this complaint:
Per our records, *** ***** made a deposit at the time of service of $277.37.
We received an EOB reflecting *** ******* responsibility was $102.86.
On June 12, 2024, *** ***** contacted us; we confirmed her card information
for refunding the difference.
On June 17, 2024, the refund process was initiated and the funds should be
reflected in her account in 2-5 days.

.We apologize for any inconvenience *** ***** may have experienced. ProScan is
committed to providing all of our patients with the highest standards of service and care,
. and we take all matters such as this very seriously.
If you have any questions, please feel free to call us at 513-281-3400
Regards,
M. Hanna C******
Sr. Paralegal, Compliance & Risk
Customer response
06/21/2024
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.

Regards,

***** *****
Initial Complaint
05/14/2024
Complaint Type:
Customer Service 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.
Called to make an appointment was put on hold for more than 45 minutes Totally unacceptable customer service from a medical facility
Business response
05/22/2024
May 22, 2024

***** ********
Better Business Bureau
One E. Fourth Street, Suite 600

Dear *** ********,

This letter is in response to your correspondence received on May 14, 2024 regarding
Cincinnati the above-referenced Better Business Bureau ID Number. ********.
We have conducted a thorough review of *** ********* call log. The following is a
summary of our findings related to this complaint:

Per our records, *** ********* call came in on 5/14/2024. It is our routine to try
and complete calls in a timely manner. Unfortunately, our facility was short
staffed on the day of his call and we were unable to complete his call in a
reasonable time frame. *** ********* reason for calling was to schedule an
appointment which was accomplished.
The Center Manager followed up with *** ******* to apologize for the wait time
and explained we were working on our staffing shortage issues.
We have recently hired more staff to help complete calls more efficiently.

We apologize for any inconvenience this patient may have experienced from the delay
in his call time. ProScan is committed to providing all of our patients with the highest
Indiana standards of service and care, and we take all matters such as this very seriously.
If you have any questions, please feel free to call us at ###-###-####
Regards,
M. Hanna C******
Sr. Paralegal, Compliance & Risk
Initial Complaint
12/16/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Had taken right knee MRI around 9am on 12/15/23 at ******* location. Received an incorrect report with wrong patient's name, DOB, exam date etc., It made me nervous, caused emotional distress, frustration that added more pain, stress etc. This made us to believe that Proscan staffs are not doing their jobs properly and dealing the sensitive health details with so much NEGLIGENCE. It made me not to trust their reports and also they are not following HIPAA rules which is against the law as they disclosed other patient's info on my report and they might have disclosed my data to someone else etc., As all the parties involved (Patients, insurance, doctors, hospitals, other providers etc,) rely on the ACCURATE MRI reports, data to come up with a proper care, medical treatment plan as it can cause Life changing situations due to negligence or by unskilled staff members etc., I have spent so much time, energy, money from my pocket to get this report (not covered by insurance) to order to get the prompt, appropriate treatment but now I can't trust this report any more. Already there was a lawsuit against Proscan on 09/2019 that it was using unskilled staffs to either diagnose and/or provide reports and there has been a lot of other recent complaints as well and some of them are available in public. My situation is another example. I want to ensure that My images, diagnosis, findings, reports, all documents are 300% ACCURATE, THOROUGH and are prepared and diagnosed/evaluated by highly experienced, Skilled, Board-Certified Radiologists, doctors etc., I am open to go trough the MRI scan again and it has to be tripe checked by multiple well qualified, skilled Radiologists, doctors to get some peace of mind as ACCURACY is non-negotiable. They charge so much money and they need to do what we pay for and also compensate for all these inconvenience. If they don't take action will escalate this to all possible legal, medical, other authorities etc. NEED RESPONSE ASAP..
Business response
12/19/2023

December 19, 2023
***** ********
Better Business Bureau
One E. Fourth Street, Suite 600
Cincinnati, OH 45202
RE: Proscan Imaging – ******* (“ProScan”)
Complainant: *********** *********
BBB Case ID No. ********
Dear *** ********,
This letter is in response to your correspondence received on December 18, 2023
regarding the above referenced Better Business Bureau ID Number.
We have conducted a thorough review of *** *********** concerns. The following is a
summary of our findings related to this complaint:
* *** *********** MRI report was sent to his referring physician on December
15, 2023.
* Regrettably, the MRI report that was emailed to *** ********* belonged to
another patient.
* Once this was brought to our attention, *** *********** MRI report was sent
to him via email.
* ProScan confirms *** *********** MRI report and images are accurate.
* The claim has been submitted to his insurance company for processing and the
remaining amount owed by the patient, if any, is still pending.
*** ********* spoke with the Center Manager on December 18, 2023. Our manager
communicated these findings directly to him.
We apologize for any inconvenience *** ********* may have experienced. ProScan is
committed to providing all of our patients with the highest standards of service and care,
and we take all matters such as this very seriously.
If you have any questions, please feel free to call us at ###-###-####
Regards,

M. Hanna C******
Sr. Paralegal, Compliance & Risk

Customer response
12/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
The Manager mentioned that he will be following up with me on some of the open items and so far I have not received any response from him. I was also told that my images would be validated by another well qualified Radiologist and Doctors to confirm that the report is 100% accurate as they sent incorrect reports and findings etc., So far I haven't received any report. Couple of doctors I met yesterday mentioned that they were seeing some inconsistencies between the images and the reports. As all the treatment plans, medical advice are based on the images and findings on the report we legally need a thorough and accurate information.
I have also asked the manager 'Nate' to confirm everything in writing instead of verbally as its a sensitive medical information but he declined and refused to do so and it shows that they are not reliable and dealing the reports with so much negligence. I also communicated everything through their portal but they never responded there. The manger did not address the billing part as well as I am the one paying the bill and have to go through all these waste of time, stress, inconvenience, frustration, wrong info, too many back and forths, other issues etc.,

Regards,

*********** *********
Initial Complaint
12/05/2023
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 had an MRI scheduled for 8:00 p.m. on the 5th of December I got a phone call and said please arrive at 7:45 so you can fill out paperwork. I get there at 7:40 and the girl at the desk tells me my appointment is for 9:00 p.m. somewhere along the way I got pushed back. I don't know why cuz I even had it in my calendar on my phone MRI 8:00 p.m. phone call MRI arrived 7:45 for your 8:00 p.m. MRI so I have no idea what's going on. And right now there are actually 30 minutes behind possibly and I am now I won't get in there until 9:30. It never fails when I come here to get an MRI or something here. They're always behind. It does not matter what time of the day it is always behind. And I do have a complaint also about you guys only have the big MRI machine because I cannot fit in the other two because I'm 61 295 lb and that's too small for me. There's got to be other places where I can actually go and not have to worry about coming in late in the evening and then have to wait an extra hour hour and a half to get my MRI done. It's ridiculous. And the girl at the front desk knows I'm pissed off right now. She tried to help me to see if there was another option for another time but it's booked out so far ahead. It's unbelievable. Not a happy camper.
Business response
12/07/2023
Ms. *********

Please see the attached response to your correspondence received December 6, 2023.

Best,
M. Hanna C******
Sr. Paralegal, Compliance & Risk
ProScan Imaging, LLC
Initial Complaint
10/19/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My physician sent me to ProScan for an MRI. When ProScan called me to schedule and provide an estimate, I was told that the price would be $500 if paid out-of-pocket (not run through insurance) and would be much higher if paid via insurance. I elected to pay out-of-pocket. I was told the same thing when I arrived for my MRI. I paid the $500 at the time of my appointment. I then received a bill for an additional $281.23, and the statement clearly reflects that it was processed via insurance. I called the phone # on the bill and was told that I should have not been told it would be $500 out-of-pocket and that I should contact ProScan. When I contacted ProScan, I was told that I should contact OrthoAlliance. Since then, it has been a giant circle with both blaming each other. ProScan told me it would be $500, I paid the $500. I would not have paid $500 at the time of my appointment if this were not the case. The bill is now +90 days because I have gotten so much run-around, so I went ahead and paid it to avoid being sent to collection. However, I would like to be reimbursed the $281.23, as this is not what I was told the cost would be.
Business response
10/20/2023
Hello
Please see the attached correspondence in response to the BBB CASE ** *********
Best,
M. Hanna C******
Compliance & Risk Paralegal
ProScan Imaging
Business response
10/24/2023
Hello-
ProScan has been in touch with Ortho Alliance again. They were able to confirm that the patient was contacted again on 10.24.2023 regarding the refund. It will take 2 to 3 weeks for the refund to reach the patient.
Best Regards,
M. Hanna C******
Customer response
10/25/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
I would like to note that the promised actions have not yet been completed, but assuming that they will be, I am happy with the plan.

Regards,

******** *******
Initial Complaint
08/17/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a statement and an email from VIS Midtown, Account #*********. The facility is ProScan of Cincinnati, OH. They are trying to bill me $180 for a procedure that I never had. I have never been to a ProScan Imaging Center in my life and in fact, I have never even been to Cincinnati, OH. I replied to them and told them that I was not the patient they should be billing because I never had any procedure at ProScan, but apparently it has fallen on deaf ears because I received another email from them today. I am not going to pay for a procedure that I have never had. It's beginning to feel like harassment to me. The email that I have for them is: ******************* Their phone member is: ###-###-#### Thank you very much for any help you can provide to stop ProScan from falsely billing me!! ******* ** ******
Business response
08/23/2023
Ms. Stanford-
Please see the attached correspondence in response to BBB Case ** *********

Best Regards,
M. ***** *******
Compliance & Risk Paralegal
ProScan Imaging
Customer response
08/23/2023
Better Business Bureau:

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

Regards,

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

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