Complaints

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.

• Initial Complaint

  Date:06/13/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 to this place for a breast examination in October last year, one for mammography and one for ultrasound, the corona comprehensive imaging center charged me a total of $239.44 when I check in. Afterward, I felt that there was a problem with the bill, so I found the medical group where my insurance was in to confirm whether I should pay that bill. The medical group replied by email that I should not pay any fees, because they have paid the full bill, but the imaging center has been Insisting that my medical group still has $170.56 to pay, and they can give me a full refund after that. This has been a few months, and there has been no progress. I contacted my medical group again No one has responded, so I haven't gotten a refund of $239.44 until now.

  Business Response

  Date: 07/13/2023

  This is to confirm we have fully responded and reviewed all aspects of Ms. ***** complaint.

  
  After thorough review of Ms. ***** account, Ms. ***** insurance paid part of her 10/20/2022 date of service. We received payment for her Breast Ultrasound, however, the insurance denied the mammogram as non-covered. Currently, there is no patient responsibility due on the account based on how the insurance has processed the claim. I have requested the patient be refunded the $239.44 she has requested with the understanding that if the patients insurance reprocesses the claim, and there is a patient responsibility,  the patient will be responsible for any patient responsibility the insurance indicates. I have resubmitted the claim back to the patients insurance to try and obtain payment for the other half of her 10/20/2022 date of service.

  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company, tracking such an inquiry through completion.

  
  We greatly appreciate how you worked with us on this complaint and sincerely apologize for the delay in providing your a response and the refund you requested.

   

  Kind Regards,

   

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

  Quality Assurance Manager

  Customer Answer

  Date: 07/15/2023

   I am rejecting this response because:
  First, I uploaded 2 new attachments, one is the doctor's image order, and the other is the insurance approval letter. When I received the insurance approval letter, I called pomona medical group immediately because I didn't want to go to the clinic on the letter to do mammogram. At that time, the customer service rep helped me deal with the matter and told me that I could contact Radnet to schedule a appointment for mammogram.   The number I reach out to at that time was ************, this case number is #******* that they give it to me.
  
  Second, I reviewed your replies, and it seems that the person replying so far doesn't know how the bill came from. This bill is not coming from after I finish exam, it happend on the day of my visit, when I went to the front desk to check in, your front desk let me to pay, even though I had given my insurance card to him, but the guy at the front desk still said that I need to pay $239.44 as my deductible,how does he knows how much i have to pay when he run my insurance card.he said if i do not pay it,I will not be able to do the mammogram. It is really unreasonable!!!! All the bills should be mail to our current home adress after the patient has completed the examination a few days, becasue you have to check and collect the money from the insurance company. From my understanding,it is an unreasonable charging process!!! The only fee that patients may need to pay should be copay, not the cost of treatment, unless the patients tell you that they are paying for medical treatment from their pocket, they donot have any insurance to be covered, isn't it?