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Business Profile

Radiology

Kern Radiology Medical Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Radiology.

Complaints

This profile includes complaints for Kern Radiology Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We frequently use the services of **** Radiology and have been satisfied and at times impressed with the quality and services of the staff, but for the past few months we discovered that we can no longer schedule appointments for X rays on the phone or in line. It doesnt seem reasonable to require us to come to an office, stand in an often very long line, up to 20 people, to get an appointment. We often have to leave for an appointment later in the day or the following day This is an annoying and very disrespectful treatment for those who need your service and appalling bad customer service Thank you for your consideration of my complaints

    • Initial Complaint

      Date:09/01/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Aug 4, 2024 I had 4 CTS completed due to excruciating pain as an ER Follow-up from my PCP. I was advised to follow-up with mu PCP 1 week after CTs were done however the results were not ready. It is now Sept 1st and the results are still not ready which is 29 days/20 business days after the exams were completed. I have called numerous times and been met with vague responses such as if you want them read faster call your provider, the radiologist hasn't read them yet, and what's your email we will email you when they are ready. This is completely unacceptable and a major delay in patient care. Someone should have called the facility to find out why my tests were not read yet and apologized for the delay. I don't buy the "we are short on provider" excuse because a family member who lives with me had a similar exam done 1 week after me and her results were ready last week. Obviously I have had to take this this far to complain because I can not get resolution calling the facility myself.

    • Initial Complaint

      Date:08/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 15th 3035 I had a mammogram at **** Radiology ******* location. On or about July 22nd 2024 I was called by **** Radiology. I was informed that I had to return for an appointment as the films were blurry. I needed reimaging of my right breast. The earliest appointment I could be given was on August 6th 2024. On August 5th 2034 at approximately 7:25 pm I was called by **** Radiology. The person on the phone informed me that I could not have the procedure as I did not have a retry from the doctor. I was advised that I needed a new mammogram and an ultra sound. When I asked why I was just being informed of this situation they blamed this on my doctor. I sited from March to have the mammogram. **** Tafiology refused to do the mammogram in March 3035 because they claimed my referral was wrong. Now they claim o need more testing. I did not see any reports or documentation of what they claim in my medical records. I think my record was changed or they are incompetent. In any event now I have to jump through hoops to resolve this situation. In the meantime I may have breast cancer. Now I have to wait for texting because of their incompetence? I want an investigation. Was my record changed because **** Radiology wants to bill my insurance for a new procedure. What is happening?

      Business Response

      Date: 08/12/2024

      The patient was originally scheduled for her mammogram on 5/8/24 but needed to be rescheduled because her prior mammogram was completed on 6/26/2023 and mammograms have to be completed a year and a day apart due to insurance reasons.  We notified the patient on 5/8/24 that her mammogram would need to be rescheduled.  The patient was rescheduled to 7/15/24.  The patient contacted **** Radiology on 7/15/24 at 8:29 am to reschedule her appointment.  The patient was rescheduled to 7/24/24.  The patient's mammogram was completed on 7/24/24.  The exam was read, and additional imaging was requested by the radiologist.  The patient was contacted and scheduled for 8/6/24.  The patients additional imaging was completed on 8/6/24 and results were faxed to her referring physician on 8/6/24.  Please let me know if you have any additional questions.

      Thank you

    • Initial Complaint

      Date:05/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a ct exam done back on 4/12 and the report has not been completed about a month later, I went to a kidney specialist on Thusday , May 1st. and I had to request the day off at work to get the results and to my surprise the doctor had no report and no diagnosis for me. it was a complete waste of my time and his time since all I did was waste my time at the reception and later at the room only to be told to reschedule and contact them to request the report to be done since only the images were uploaded, but no results. I find this highly disturbing since it is an important procedure and it looks like someone is not doing his/her job and just ignored the report. i went to the office to let them know about his situation the same day and request the report to be done and five days later, this report is still not done. none the less, I am very upset about this situation. the person that I contacted was ******** at **************. A-120. *********** , **. *****, the phone number is ************

      Business Response

      Date: 05/17/2024

      This letter is in response to a grievance received from the Better Business Bureau regarding patient
      ***************************.


      The patient had an exam completed with **** Radiology on 4/12/24. The radiologist report was finalized
      on 5/2/24 and that result were successfully faxed to the referring physician on that day. **** Radiology is
      currently experiencing a high volume. **** Radiology is actively recruiting physicians to help with the
      high volume of exams. We apologize for the delay and are looking at a variety of solutions to rectify this
      matter.


      Kern Radiology Medical Group strives to provide the best quality of care for all of our patients. I hope the
      above explanation resolves this matter. Please feel free to contact me should you have any questions.

      Sincerely,


      Alycce ****
      Regional Operations Manager
      **** Radiology

      Customer Answer

      Date: 05/17/2024

       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.

    • Initial Complaint

      Date:02/22/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went in to this facility to get a biopsy done but they decided (after I entered) that I no longer needed it. I then left. However, a few weeks later I received a bill in the mail for $1000. I called their billing department several times and left messages for not one phone call to be returned. Then I recently was notified that the bill went to collections. Again, without one single phone call!

    • Initial Complaint

      Date:12/14/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid a $60 copay via credit card prior to having a procedure done at **** Radiology - ********* on September 15, 2023. I received a paper invoice marked "2nd Notice" and dated November 1, 2023, demanding payment of $60. I called the billing department, had to leave a message because they do not answer phones, and waited for a return call. No call. After several more attempts I finally received a return call from "*******" on November 30 at 3 pm. He said my payment had not yet been uploaded but that he was taking care of it. I requested that he relay a message to his supervisor that their billing department problems are not my problems. Today I received another "2nd Notice" demanding payment. This is extortion and elder abuse. I am writing a letter to **** Radiology today. I am also reporting this harassment to *********** Family Medical Center, who referred me to **** Radiology.

      Business Response

      Date: 12/20/2023

      Patients payment has been posted as of 12/04 no balance due. 

      Customer Answer

      Date: 12/20/2023

       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.

    • Initial Complaint

      Date:10/26/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was overcharged for a service. After repeatedly leaving messages to ************* i was able to talk to a person and was told i would be mailed a check for my refund. I have yet to receive a refund check. The charge was from July 22 2022. I contacted them in early 2023 for the refund. Over a year later now they still owe me money.

      Customer Answer

      Date: 11/07/2023

      I was contacted the next day and was told my refund was sent on 10/26. After eventually receiving the refund check, i noticed the business pre-dated the check to 10/12. 

    • Initial Complaint

      Date:03/21/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 20 (2023) I ********* *******, was scheduled to have an MRI done (March 20-2023) i told them that I was extremely claustrophobic my doctor called in a claustrophobic medicine to sedate me the instructions told me to take the medication an hour and a half before appointment and then a half hour before the exam. I live in Ridgecrest CA, my appointment was in Bakersfield CA, about 110 mile drive. no one called me to notify me that there was not a physician on site, to not take the claustrophobic medication we had already showed up at the location and then they made us aware that there was no physician, after I had already taken the medication. no medication was called to replace what was already taken. And I was told to reschedule for the next day. I had to do the MRI with no claustrophobic medication because ihad already taken it and my pain management doctor told told me that it would not be refilled because it was set for yesterday. no one called or contacted us to let us know not to proceed to take the medication before showing up and we had already traveled 220 miles just to be told to come back the next day. We had already traveled 440 miles and about a hundred dollars in gas for 1 appointment, we didn't receive any call, and they knew i was taking claustrophobic medication no one called us

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughter was seen at their facility on 1/5/22 and 1/7/22. I paid around $300 up front for each procedure, total around $600. My insurance paid on 1/19/22 and 1/26/22 for the procedures and my refund due is $567.21. I waited expecting my refund in a timely manner. Finally, in July, 7/21/22 I contacted their office and they said my refund was in process and would be approved and processed in about 2 weeks. I called their office back today, 10/28/22 and they pretty much told me the same thing they are behind and my refund still needs to be approved and processed. After 10 months of waiting, I believe I have been more than patient waiting for money that is rightfully mine. I will be calling their office on a daily basis until my refund is received. If there is any way your organization can help me and any others that this may have also happened to, I would greatly appreciate it. Thank you.

      Business Response

      Date: 10/31/2022

      Patients check has been printed and pending signature will be ready within 7 business days. Ck# 55622. Patient will be  notified as well. 

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 23, 2022, I had an MRI. I was told at the time of service that my portion of the bill would be $743 and was told I needed to pay it that day., so I paid it. Then Kern Radiology Medical Group billed my insurance, and my part of the bill was $0. I waited 60 days and then contacted Kern Radiology and requested my refund. They said I would have the check by September 20, 2022. I did not receive the check, so I called again on October 12, 222. I was told "They were sorry for the delay, but I would have it by October 20, 2022. I called again this morning October 27, 2022, because I have still not received the check. I was told today the check would be expedited and I should receive it in three to four days. I was made to pay my bill on the day of services but is taking them more than four months to send me my refund. We will see if I get it next week, but their track record is not good so far.

      Business Response

      Date: 10/31/2022

      Good Morning, 
      patients check has been printed and is pending signature will be ready to pick up within 7 business days. Ck# 5**21. We will call the patient to notify as well as when the check is ready. 

      Customer Answer

      Date: 11/04/2022

       I am rejecting this response because: Today is Friday November 4 and I have still not received the check in the mail, like I was told I would when I called them on Friday October 28. I was told that it would be rushed, and I would have a check in 3 to 4 days.  I have also not been contacted by anyone from Kern Radiology Medical Group about this matter. In their response it says "patients check has been printed and is pending signature will be ready to pick up within 7 business days. Ck# 5**21. We will call the patient to notify as well as when the check is ready." I don't understand why it is taking so long to get a signature. I just would like my refund. It is not good business practice to ask someone to pay before services are rendered but then take more than four months to send a refund. 



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