Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 12/4/2023 I had a bone density xray at **************************** in ********* ** ready by ****** ******, **. According to ******** EOB claim 02-24187 -343-850 was paid. 7/17/24 I received a text requesting payment. I called was told to allow 30 to 45 days for resolution. 10/16/2024 I received a 2nd request for payment. I called again. The representative said there was double billing. She would begin an investigation. Additional information would be sent in 35 to 40 days. 11/24/2024 I received another bill stating that unless paid it would be turned over to a collection agency on 12/24. I called and was told to allow 30 to 45 days for investigation. It appears the bill has been paid. I don't want to pay the $185 and I don't want to be harassed by a collection agency. Please provide guidance.

  Customer response

  12/25/2024

  No I have not heard from them.

   

  Your system is very cumbersome and not very user friendly.

  Thank you for looking into this matter.

   

   

  Customer response

  01/01/2025

  I have heard nothing from the provider.  I have tried several times to enter information into your system and I cannot populate the fields.  Please advise.  Anything you can do to investigate this group will be helpful.  My sense is that I am not the only one struggling with this issue.

  Thanks.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a bill from Radiology Alliance in August for a balance of $85.32. I submitted this bill to my car insurance company and they mailed a checked on 9/13/2024 to the ** Box on the bill. Radiology Alliance cashed the check on 9/23/2024 as the ins company sent me the information showing it cleared. At the beginning of October I called because there was still the balance of $85.32. I was asked to provide check number, date mailed, etc. I provided them with all this information Nx they said it would be sent for review. I checked yesterday to see if balance had cleared and it hadnt. I called Radiology Alliance and they advised it was never sent for escalation and that they show they have not received anything but they have clearly cashed the check. They have no business office number to talk to anyone except their billing number. I even tried to call the ** location the test was performed at and they couldnt provide me with any kind of phone number.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I received a bill from Radiology Alliance 8 months after a visit to ER TristarSummit in *********. The bill I received had incorrect information including: incorrect insurance and an incorrect *** code and incorrect procedure. I sent TWO certified/return receipt letters to Radiology Alliance explaining the problems and included copies of information supporting my assertions. In response, Radiology Alliance sent me a second, uncorrected bill that included a notice that the bill may be sent to collections. I called Radiology Alliance on September 4, 2024 to get more information and dispute the code. At the close of the call, I was assured that my account would be on hold and put into a review and they would notify me of the outcome. Today, October 14, I received a text from ***** ****** ***************** in *********. Yet I have never received any notification about my bill from Radiology Alliance. I would like Radiology Alliance to correct the *** code and adjust the bill. I would like Radiology Alliance to take the bill out of collections and to remove/retract any reports to any credit reporting agencies. Radiology Alliance read/interpreted an ultrasound yet they billed for an entire procedure. Additionally, they used a *** code that differs from the description of services in the visit record and also differs from the *** code used by the hospital itself for the procedure, and at an amount that far exceeds the fee recommended by the **************** of Radiology. The procedure and service was provided by the hospital and paid for by me. I have copies of my records and billing to prove this, and have provided copies to Radiology Alliance in both ***** and ********* (twice). I am hoping the BBB can help. I will be contacting the hospital's ombudsman for further help as well. Thank you for your time and efforts, I appreciate it.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife ****** ****** had an accident on 6/9/24 and was treated in the ** at tristar greenview bowling green ky. ******** covered the treatment except they would not pay for the ** scan at $554 dollars. ******** sent us an *** showing what they paid and told us we didn't owe the $554. I got the 1st bill in July, I called Radiology Alliance and explained that we didn't owe the bill. I was told to disregard the billing. I got the 2nd bill in August, I called and was told disregard they would reprocess it. In September I get another billing for $554 and that if I don't pay within 30days it will be turned over to collections. I called ******** and they said do not pay, you do not owe. I was told if Radiology Alliance continues to bill me, ******** will pursue a federal violation process. I have since wrote a letter and sent a copy of the *** to Radiology Alliance. I have received no reply from this company and I am concerned that they may turnover to collections. I would appreciate your looking into this matter,because ******** wheels turn slow and I don't want any credit problems.

  Business response

  11/13/2024

  Good Morning,

  The patient was sent 2 statements for the charge balance that remained after receipt of ******** Payment/EOB noting services did not meet medical necessity for payment. There are calls documented indicating efforts being made the Patient to resolve the balance due whereas the charge in question was routed internally for A/R & Coding review and resolution.

  Root Cause: It is determined after further research that the Prior Authorization # required for claim submission to the Payor was not received as expected during data transmission received by the servicing Facility.
  

  Steps towards Resolution: 9.26.2024 Applied Full Professional Courtesy Adjustment to Balance Due. No ************************************************************************ takes both the clinical and administrative experience of our patients very seriously. If your office has any further questions or requires additional information or clarification in this matter, please contact us at ***************************** .
  

  Sincerely,
  ***** M

  Client Relations

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Radiology Alliance is charging me an incorrect amount for services received 2/14/24 and 2/22/24. My insurance benefit statements reflect the adjusted amount from $760 to $228.64. I have called the Radiology Alliance billing number multiple times since March to have them update my account and every time I get someone new on the phone, they tell me they will push it through to the right department, but clearly they have yet to do so. Now I received information that this bill has been turned over to collections which is infuriating given how many times I have tried to resolve the matter and pay them what I rightfully owe. I have uploaded my EOBs to the Radiology Alliance email that they provided, and my insurance agent has done the same. As always, I am happy to pay the $228.64 that I owe, but $760 is not correct and my insurance benefit statements prove such. I appreciate your help with resolving this matter once and for all.

  Business response

  11/13/2024

  Good Morning,

  
  I am writing in response to the complaint received. Upon investigation, our *********************************** identified the following:

  Account review confirms the Patient called in for resolution of the presented concern whereas each time the Account was routed for review of the suspected Incorrect Payment Posting. Escalated review was requested on 9.26.2024 given the previous attempts unresolved. It is determined that the official EOB received and digested by ***** did not reflect the Adjustments as documented on the file as given by the Patient. Corrections were made to the Patient Account on 10.10.2024 and an email was released with the correct balance owed by the Patient. Account is now in a resolved/closed status.
  
  Radiology Partners takes both the clinical and administrative experience of our patients very seriously. If your office has any further questions or requires additional information or clarification in this matter, please contact us at ********************************************. 

  ***** *.

  Client Relations Partner

  Customer response

  11/18/2024

   
  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

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  date of service 10/19/2023 I disputed this bill. Location: reflects on the bill ********* East Family *********** PCP is Dr. ******* located at ***************************************************. All of my x rays are done at *********************** in *********, **. I have never been to ********* TN for x ray. The ** that read the x ray is not reflected on this bill. I never got a bill until July 2024. The first bill was generated 07/05/2024. Why was a bill sent 8 months after the date of service and the insurance was never billed? I called Humana on 07/24/2024 spoke to ***** no claim on file. ****** confirmed this date of service is past timely filing and the balance should be written off. I called the billing **** for Radiology Alliance my daughter spoke to ****. **** said Dr. ******* ordered the x ray. My daughter and I told **** the location is wrong on the bill. **** said he was sending the account over for review allow ***** days. Then 2nd bill came statement date 08/14/2024. The bill reflects final notice. That was the 2nd bill I received and final notice. **** said the account will be on hold. Why was another bill generated?? **** also said the **** was on hold after date of service due to contract issues. The acct was removed from hold status and to bill me. Humana was never billed. Get your c*** together. The balance should be written off per Humana. I want a zero-balance letter mailed to me. My daughter called Radiology Alliance today 08/22/2024 spoke to some asian gal. She said the account is on hold and disregard bill. It has almost been a month and nothing resolved.

  Business response

  11/13/2024

  Good Morning,

  We are writing in response to the complaint received by Radiology Alliance.

  Upon investigation, our *********************************** identified the following:

  The charge was incorrectly routed for adjudication upon charge post whereas this was identified and a task was initiated in Feb '24 for reconciliation to bill the Patient Payor. Review determines the Patient was issued the statement incorrectly and Payor was not billed as per expectations. Account notes do validate the Payor was billed after the call in was made by the Patient Representative and response received from the Payor allowed for balance adjustment due to Timely Filing. No Patient Responsibility exists. Account is in a resolved/closed status.

  Radiology Partners takes both the clinical and administrative experience of our patients very seriously. If your office has any further questions or requires additional information or clarification in this matter, please contact us at ********************************************. 

  Thank you,

  ***** M

  Client Relations Partner

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Date of service 4/8/24 I received my first bill with a statement date of 5/10/24. Amount ******.I thought I had paid this bill which was my mistake. I noticed this on July 16th. I called and let them know I paid ****** today and would pay the rest at the end of the month. The guy puts me on hold comes back off mute and tells me I have 3 days to pay the remaining balance (*****) or it goes to collections.I do believe the law states 180 days now for healthcare bills not 90 days! It's hard to pay when you have several bills you are paying!

  Business response

  07/29/2024

  Account reviewed.

  Patient was issued (2) Statements on 5/10/2024 & 6/19/2024 reflecting the balance owed as Patient Responsibility after Insurance adjudication. It is usual and customary after 2 statement cycles to route to Delinquent stage prior to Collections status.

  For future balances owed, whereas the Patient is unable to pay the balance in full at time of statement issue, it is suggested to request a Payment Plan which will ensure the Account does not proceed through additional stages. Please feel free to use the following email for future billing inquiries/needs: ******************************************** 

  Customer response

  07/30/2024

   
  Complaint: 21996523
  
  I am rejecting this response because: it is against the state law to turn someone over to collections in that short period of time. I also called and stated I would pay half the bill and 2 weeks later pay the remaining balance. I was told I had 3 days. I would completely understand if you went by the law and I was delinquent for time period of the state law. People work hard to keep their credit clear! This company does not go by state legislation and laws. It's not the first time the company has been found for fraud. I went ahead and paid the bill as I did not want my credit ruined. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an X-ray done. I arranged to pay for it in 2 payments via phone payment. It was paid in full. Then I saw that they had taken the entire amount ($103.12) that was already paid in those 2 payments out of my checking account. I called on ********. I was told it would be credited in 30 days. I asked how they took this out of my account without my permission & the person I was talking to played dumb & acted like they didnt understand me (obvious poor English) & kept saying it would take 30 days. Its not credited & it has been 32 days. I tried calling again & just wasted 1 hr on hold listening to repetitive bad music. I am genuinely concerned that these unethical individuals have been able to use my checking account at their own ************** want my money back. There is no telling how many poor little, old people they have double billed & taken their money. If they were more approachable & did what they said they would do I could chalk this off as a mistake. But thats not how its looking.

  Business response

  07/05/2024

  Patient Account review complete.

  It is determined Patient engaged in a Payment Plan for balance due after Insurance processed their claim. Delayed payment routing/posting resulted in error in balance owed by Patient. Unable to confirm Patient statement of payment taken out of account without permission. Account was sent for Refund to be initiated on 5/20/2024 in the amount of $103.12 to original method of payment. Outreach to Patient this date to request review via their Banking institution. No Answer/Left Voicemail requesting return call.
  

  Radiology Alliance considers this resolved unless Patient disputes otherwise.

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

  Client Relations Partner

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On January 8, 2024 I set up a payment plan for my account # ****** in the amount of $338.01. The original payment was $120.00, and then 3 payments of $72.67. In which was set to be paid off by April 20, 2024. I have attached confirmation email to confirm. I then received an email on March 5, 2024 advising my payment plan had been cancelled by Radiology Alliance. I have attached that email as well. I called the customer service number ************ in reference to my account, and was advised it had been turned over to collections at the end of January 2024 even though a payment plan was on file. They also took the February ($72.67) payment prior to cancelling my payment plan two weeks later. The customer service rep was unable to give me a reason as to how this was possible, but that it would take up to 45 days to get resolved, and my credit would show a collections agency had this remaining balance.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I receive services from this provider on 10/07/2022. Nearly a year later, they claimed the provider was out of network and that the information both they, and my health insurance, gave me, which stated the provider was in network, was incorrect and outdated. I have confirmation from the payers website that showed the provider as in network. I contacted my insurance, who reversed the *** decision and made additional payment to Radiology Alliance under the federal No Surprises Act legislation. Radiology Alliance still sent me to collections with ***********************. I provided several documents along with the legislature regarding this claim to FA on 10/26/2023. FA then sent all information to Radiology Alliance. Radiology Alliance again denied receiving payment on a letter received from FA on 03/13/2024, but the letter states the account details were generated by RA on 02/12/2024. They only show the original *** payment and reversal of $76.43 but not the payment of $246.31 issued by my insurance on 08/31/2023. I have spoke with both FA and my insurance several times. I confirmed again directly with my insurance on 03/13/2024 that the amount of $246.31 was completed, without issue, in the form of an EFT payment to Radiology Alliance by their payment administrator, Zelis. I have spent an excessive amount of time disputing this claim, with factual information, only for Radiology Alliance to not only defy federal law, but also send me to a collections agency and try to extort $784 from me.

*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. ↩