Complaints

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  June 6-12 went for an appointment for a Diagnostic Mamm & **** bone scan they had the orders faxed from the Doctors + I had carried orders in. they 1st tried to change the diagnostic Mamm to a Screening then said we will reschedule you because we can't do it today, or we can call the MD and we can change the order. I rescheduled for 6-16 upon arrival Mamm was done as ordered. Upon having 2nd procedure, I noted it was being completed differently. After this I received a report for the *** which was not order at all, they again changed this order as well. I spoke with ordering MD stated never ordered that exam wanted **** & she sent me a copy of original request. Called the office spoke to ***** ****** person in charge and she said we have an order for *** I said I don't know where you got that because I have the order from the MD and it is not for that. She said come in we will do the **** at no charge. I have tried to contact her by phone and email, and she will not respond to do as she promised correct exam.. I spoke with one of the requesting physicians and she sated this not first time she has seen them change orders. Last week in the mail I received a bill for full charge of the procedure that was not even ordered. But my insurance company already sent me an explanation of benefits that stated I only owed a copay. So not only is this office changing orders there, but billing department is committing fraud. I spoke with one of the requesting physicians and she sated this not first time she has seen them change orders. THESE ITEMS NEED TO BE ADDRESS

  Business response

  09/06/2023

  In researching **.***'s account, we determined that the original electronic order was not entered properly into our system and a limited study was performed.  When the patient contacted us, we saw what had happened and performed the updated study at no change to the patient.   We have since waived the co-pay and adjusted the account for both appointments.  We appreciate ********** sharing her feedback and we thank her for her patience as we worked to resolve the issue.  We have contacted ********** to share this information and answer any additional questions.  To protect patient confidentiality, we are limited to what we can discuss in a public forum.  Please contact our Patient Relations team at patientservices@alexandriaradiology.com for additional questions or clarification.  Thank you. 
  
  Sincerely,
  
  Patient Care Team
  Association of Alexandria Radiologists, PC
  ****************************************************************************; 22151 

  Customer response

  09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them on 5/2/2023 for 1 breast ultrasound (2/27/2023 $352.92) and 1 breast biopsy (3/13/2023 $2096.36). total $2449.28 -I paid $24449.28 fully through my HAS account fully for both visits. The money are cleared by them on 5/4/2023. I will attach my bank transaction page. It is clearly showed cleared by them.-They took my money two months ago on 5/4/2023 and send me to collection at the week of ending 6/30/2023. Now they are sending the $352.92 to collection.-I have given them my payment's Authorization ID and payment ID on 6/20/2023 -I called them multiple times on 6/19/2023, 6/20/2023, 6/27/2023 and begging them to investigate where my money is. They finally agree to investigate on where the money is on 6/20/2023, and told me to wait for 2 weeks. I called 6/27/2023, they told me I have only waited for 1 week, I need wait for another 1 week . I should wait until they call me, do not call them again. -on 7/3/2023, A collector called me said they have put partial of the bill into collection last week, which is the week they told me to keep waiting.I have been treated rudely 80% of time. Please check their voice record system and see how I have been hanged and have to call back and begging again and again. I do not owe them anything. They took my money, hide it somewhere then send me to collection and treat me rudely. The number I called is ************ which is their billing number, I am their patient /customer, I always pay my bill on-time. They owe me an apology and need clean all the mess they have been created. They took my money and torture me while I am on serious medical condition.

  Business response

  08/16/2023

  ---------- Forwarded message ---------
  From: ****** ****** <*************@frcllc.org>
  Date: Tue, Aug 15, 2023 at 3:26 PM
  Subject: Complaint ID ********
  To: drteam@mybbb.org <drteam@mybbb.org>
  

  
  

  Hello,

  We received your letter today and we had thought we responded back in July, but it was for same complaint sent to Fairfax County Virginia Consumer Affairs.   This is a copy of the explanation sent to them and we have been working with *** ** ad her HSA company to get the funds back that they paid to another provider.  Unfortunately, this is a long and complex problem for them to fix which was not something we caused. 

  Copy of email to the County on July 10, 2023:

  *** ** sent her payment through her HSA portal, which then sends the payment on a virtual credit card.  Attached is the paperwork which was sent to us as proof of payment however we noticed it was faxed to a fax number that is not associated with our company.    Today, I called V Pay, spoke with ******** case number *******, she confirmed the payment was faxed to a party whose Tax ID number is not related to ours.   ******** conferenced in ********* from Health Equity, case number ******** to investigate who processed the payment.  Unfortunately, they must go through the process of investigation and work to recoup the funds back prior to refunding *** **.   I did express this is not her fault and that they should refund her immediately.  ********* will be contacting *** ** to let her know the process and progress on the case.  I have been in contact with *** **, so she is fully aware of the above. 

   We did continue to bill *** ** appropriately due to the fact we had not received payment and with these extenuating circumstances removed her account with the collection agency. 

   Hopefully, this provides you the information needed to close this case.  

  If you need any further information, please do not hesitate to contact me. 

   Thank you.

   ****** ****** 

  Assistant Director, Patient Accounts Department

  Fairfax Radiological Consultants, PC

  2722 Merrilee Drive, Suite 230

  Fairfax, VA 22031

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fairfax radiology centers will not work out a payment plan that I'm able to pay. I am not able to pay the unreasonably high monthly payments. All billing is done through a "call center", and the two people, ******* and *******, who I spoke with will not work with me. Apparently the payment plans are dictated by these individuals, and the needs of the patient are not taken into consideration. They set up patients to fail. Also, they would not let me speak with a supervisor. I was told that the supervisors and managers are in meetings all day and it will take **** days to get a call back. When I asked ******* what is the name of the supervisor who is going to call me back, she litterally said the supervisors do not have names. This is ridiculous! Also, they refused to send me a hard copy of the itemized statement. Please, BBB, put me in contact with a human who does not have a generic, robotic answer.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  10/01/2022 - ***** the manager at Centreville  location who should either be demoted or terminated told us on the day of the appointment that they don't take our insurance. I gave her proof from insurance stating they are in-network and she refused to take it. We self-paid and got the screening done. I submitted the claim to my insurance and they were paid $211.60 on 10/12. Now, ***** refuses to refund us and is stating they were not paid. This is very unethical and she is rude and arrogant, we need our refund for the double payment and hopefully, after this complaint, they will stop harassing people with valid insurance. I HAVE ATTACHED THE EOB SHOWING THE DISBURSEMENT TO THEM! CROOKS!!

*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. ↩