Complaints

This profile includes complaints for Acumen Medical Imaging + Interventional's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Acumen Medical Imaging + Interventional

  1118 Gulf Breeze Pkwy Ste 202 Gulf Breeze, FL 32561-7803

• 

  Acumen Medical Imaging + Interventional

  1717 North E Street Ste 300 Pensacola, FL 32501

• 

  Acumen Medical Imaging + Interventional

  P.O. Box 17549 Pensacola, FL 32522-7549

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:06/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21816605, and find that this resolution is satisfactory to me. Thank you for clarifying. I was worried about bills going to collections.
  
  
  
  Sincerely,
  
  
  
  Danielle *****

  Business Response

  Date: 06/07/2024

  Our bill company which is "Change Healthcare" was cyber attacked on February 22, 2024, has been down(or closed) since then. They are not taking payments, you can not access their website or contact them by phone. They are working with the FBI and Medicare to get their systems back up and running. I can not give you a definite date of when this will happen. In the mean time, please hold on to your bills if you have an issue with them. If you are wanting to pay your bill with a check or money, you can send your payment to the PO Box on the bill. Please write your account number on the check or money order so they credit the right account. Any other forms of payment will need to wait until the Billing Company open back up, which should be within the next 2-3 weeks. Like I said, our billing company is "Change Healthcare", this is all over the news and internet. You can search this for yourself. No one is going to collections. No one has or is getting bills at this time. Please be patient with our billing company as they are trying to work all of this out. Thank you

• Initial Complaint

  Date:04/26/2024

  Type:Facilities Issues
  Status:

  AnsweredMore 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.

  Not everyone has checks or banks with a local bank. This answer ins unacceptable. There is no notice posted on your website with this information and you also DO NOT ANSWER OR RETURN PHONE CALLS. I have tried contacting the number you provided multiple times. You know who your affected patients are, you should be reaching out to them explaining the situation and figuring out a resolution. This is not on the people who have been trying to pay their bills for months so don't pretend like it is. And just so you know, NOWHERE on the bill does it say Change Healthcare, in fact it says "Radiology Assoc of Pensacola" or ***************** Y'all need to figure it out and at least put a notice on your website or answering machine or something. I would like to be notified when your system is up and running and I can pay my bill or I would like a letter authorizing the forgiveness of the amount for my trouble - you pick.

  
  
  Complaint: 21630139
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Megan ****

  This is clearly a lie as I have been trying everyday since February to pay my bill. They also claim that the bill pay provider uses ATT and their phone lines are down across the country since February??? Give me a break. Neither ************ nor ************ has worked since February. If my account goes to collections due to your SHADY business practices I will be livid.

  Business Response

  Date: 04/26/2024

  Our billing company is "Change Healthcare" and it was Cyber Attacked on February 21, 2024. It has been closed since Feb 21st and is still closed. This has been all over the news and Internet. It has affected over 60% of the Healthcare industry. Since February 21st, no one has been sent to collections or received a bill or been able to pay their bill to our billing company. I can tell you that if you have no problems with your bill and are just wanting to pay your bill, you can mail your payment to the address on your bill:( ** *** ******, Orlando, FL 32862 ) This is our lockbox, which is a bank and the payment will post to your bank within 5 days. Then bank then sends the correspondence to our billing company where they will post the payments to your account starting next week. 

  The FBI and Medicare have been working with Change Healthcare to get them back up and working during this process. We have been told that our billing company should be back in business within 7-10 days from now. The number you should call is: 1.************. If you should have any other questions, please feel free to call me at ************.

  Business Response

  Date: 04/26/2024

  I understand that you are upset and I'm sorry for that.  I have been trying to help patients since this all started back in February. When I explain what happened to them, most are very understandable. 

  I do want to clear something up, this has and does not have anything to with AT&T.

  And this is not a fraud company. We are a very reputable Radiology Group that cares for our patients.

  What is going on with our Billing Company (Change Healthcare) has nothing to do with our group. 

  I will notify you as soon as the Billing company is back up and running so you can pay your bill. 

   

  Thank you

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am still unable to reach anyone or pay my bill

  The automated service via the number provided on the bill gives the message that the information I give does not match your records .

  The number for radiology associates of Pensacola found on Google is disconnected 

  The website listed as the bill pay website in the bill is not in service.

  I have no way to contact anyone or pay my bill 

  
  Complaint: 21331051
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Jaron Krasnosky

  Business Response

  Date: 02/22/2024

  Good afternoon, 

  I am sorry you are having issues with our billing system. The reason  you can not log in to our online system is our billing company is doing an upgrade to their system and their website is down temporarily. I have had multiple people call my office and I have been asking them to please try to log back in after 48 hours. As far as the phones, Our billing company is with AT&T and the system is down across the country. They have been having issues with their lines since yesterday. They are working to get them back up and running. I ask that you please be patient and try to call them back on Monday. Hopefully everything will be fixed by then. 

  My name is Cyndee ******** and I am the Exec Admin Asst for the company. If you should have any issues with your bill, please do not hesitate to contact me.

  I apologize for any inconvenience this may have caused. 

  Business Response

  Date: 03/14/2024

  Good morning,

  I want to apologize to you and to anyone else that can not pay their bills at this time. Our bill company "Change **********" is still closed. If you need to make a payment, please mail your check or money order to:

  Radiology Associates of Pensacola, PA, ** *** ******* Orlando, FL 32862 (this is also on your bill and this goes directly to our lockbox)

  Please make sure you put your acct number on the check or money order.

  If you have any other questions, please feel free to call me.

• Initial Complaint

  Date:06/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20156859, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Steven ******

  Business Response

  Date: 06/16/2023

  I spoke to the patient last week and told the patient I would speak with the billing company to find out why the patient owed this money. I tried to explain to the patient what his EOB said. After talking to our billing company, they explained to me that the patient did not have a balance. The acct was paid by insurance in late April 2023. There was a correspondence sent to the collection agency to remove the acct from collections in May 2023. I have called the collection company and it has been removed collections.  Nothing has been reported to the patients credit reports. 

• Initial Complaint

  Date:03/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: 19642377
  
  
  
  I am rejecting this response because: The letter clearly states 240 days prior to approval is covered. Baptist healthcare representatives (Glenny and Tiffany) both verified this is true and have verified it with this company for previous patients many times and the amount due was written off. They are refusing to accept mine because they send it to collection and its collection company’s decision to adjust it. Collection company told me to contact Pensacola Radiology. P.R.A. refused to allow me to contact Baptist financial assistant and bring them to a conference call to verify this letter. They want Baptist to change their methods and write a special letter just for 8/30/2022 and Baptist won’t do it. Whoever is working at this company is uneducated and can’t comprehend the letter. Anyone who reads English can understand it. Their refusal to cooperate with me frustrates me the most. I have also included the bill I got from Baptist approving the larger amount. How come Baptist approved $2,240.00 but you can’t approve $124.00? Ridiculous!!! Also, I’m a she not he. If you listened to the calls I made you would know. 
  
  
  
  
  Fargol ************ntative said it's still under review. I heard nothing back, so I called again in early March 2023. The representative said it was denied due to date showing as December 2022 not August 2022. I informed them the original bill from the hospital was approved because it took too long for the charity application to process. The representative said they will send it to a research team and call again in 2-3 weeks. I called on 3/22/2023 and the representative (Evett?) said there was no request to research team and she can't help me because it was already denied. I requested a supervisor, and she took down my contact info and said someone will call me tomorrow (3/23/2023). The supervisor called me 10 minutes after the call ended and I missed it. I called again today (3/23/2023) and Evett answered again, and she said the supervisor called me and she can't do anything else. I told her I missed the call and wanted to talk to any supervisor. She disconnected the call on me during transfer.

  Business Response

  Date: 04/10/2023

  This financial assistance was approved with Baptist Healthcare for dates of 12/1/2022 -5/31/-2023. The date of service in question is, 8/30/2022.

  This assistance was approved by a wholly owned Baptist Health Care department and not Radiology Associates of Pensacola. If this individual can provide proof of financial assistance for the Date of Service, we will be glad to speak with him further.

  Please have him contact our office at ************.

  Thank you. 

   

• Initial Complaint

  Date:12/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  To whom it may concern. My name is Michael ***** and I was in a car accident on or about November 18-19 2021 and had imaging done at Pensacola radiology assoc. I am disabled and have full Medicare and Medicare due to a broken back from a previous car accident. I never received a bill or anything from anyone about this and just find out that they have reported a collections to the credit bureau. I’ve tried to call them and cannot get any help what so ever from this group. Like I said I’m on full disability and have never had problems like this from anyone. They are rude and I’m willing to help fix this insurance filling mistake they have made. I would please like some help regarding this matter as I now have a collections on my perfect credit. I am disabled and my credit is the one thing that helps me get by in life. These people do not seem to even care and are not willing to take responsibility for the mess that they have made for me.thank you. Michael *****.

  Business Response

  Date: 01/11/2023

  This patients DOS was 11.14.2021. We have State Farm as the primary and ****** as the secondary insurances. Both insurances were billed, and both were denied. Statements were sent out from our billing company

  on 12.15.2021 and 01.31.2022. I have checked with our billing company and the address and phone number on file is correct. There are no notes on the patient's acct that they tried to call our billing dept to give us any other

  insurance information. This was turned over to MAS (********* ********** *********, our collection company, in April 2022. They have also on numerous times tried to contact the patient with the same demographics. The billing 

  company has informed me that they only have 1 year to file insurance on this claim. So, the time has passed to file. This is the patient's responsibility.

• Initial Complaint

  Date:12/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

   
  
  Complaint: 18574482
  
  
  
  I am rejecting this response because: I want a paper bill mailed to me!!!!! I will pay this if you send it. I was downright refused to have a paper bill sent from them. Anyone can send you a email requesting payment for something. I never received any bill from them. You send me a bill in the mail and I will pay it. 
  
  
  
  Sincerely,
  
  
  
  Joseph Czech

  Business Response

  Date: 12/21/2022

  I have spoken to the billing company on this matter. The patient had an MRi on 05.05.2022, which we filed to the patient's insurance (BCBS). Billed amount to ins. was $217.00, BSBS allowed $101.84 which they dropped to patient's deductible. this is what we billed to the patient. Statements were sent on 06.01.2022 and final notice on 07.18.2022. Acct was written off to collections on 09.17.2022 which mean they would have received it on 10.15.2022.

  The is from the collection company (****. Complainant was billed by RAP (06.01.2022 and 07.18.2022), then later notified of the debt by the collection company (********* ********** ********) ***, who then emailed the patient an itemization of the charge upon his request on 10.27.2022. Complainant has been billed by the provider and also provided complete details of the debt by the provider's collection agency. 

  As you can see, this is the patient's responsibility. It is the patient's deductible and therefore the patient part of the bill to pay. He received 2 bills from our billing company and them contacted our collection company and they emailed the patient a copy of the bill. 

   

  Please let me know if you need anything else from me.

  Thank you

  Business Response

  Date: 12/22/2022

  I will have the billing company and/or the collection company email me a bill and I will take it to the post office myself and send it certified mail so that the patient has to sign for it. Can you please have the patient send his address so that I make sure we have the correct address? 

  Thank you. 

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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 have a collections filed by this office for 9/20/2021 for $275. I visited this office and paid a co pay at the time and gave them my proper insurance. I was never sent a bill for $275 neither was I made aware I would have to pay any bills by their office after my visit. It was simply the co pay and nothing else to worry about. I just saw this on my credit report today on ******* and it is heavily weighing my score down. I would like this collections removed off my report and them to mark that as a mistake on their end due to the sole fact that I have never been contacted about this bill beforehand. They can contact my insurance for any payments due.

  Business Response

  Date: 09/05/2022

  After an investigation of this account, this patient was seen at *** Florida West on 05.30.2021. When seen at that facility, the facility never processed the patient's updated information (insurance, address, phone) over to our billing company. Our billing company had some information from previous visits but not of that information was legit, so the acct was marked "self-pay" and on 08.21.2021, it was sent to collections for non-payment.
  
  
  
  Because we have not had information on the patient, until now, as of August 24, 2022, his acct has removed from the collection agency, a letter has been sent the bureau of creditors from MAS. but We do not control when they removed information. We tell patients to give it 30-45 days.
  
  
  
  Also, another thing, Radiology Assoc. of Pensacola will never and has never accepted any funds for any procedures that we do at the time of service. Our services are filled thru insurance and then billed to patient. Our doctors are Radiologist and sit in a room and read and very rarely will you ever see them. So, when you pay someone for services, you are paying the facility or a doctor for services, not our Radiologists.
  
  
  
  Also, another piece of information I always let patients know, always tell the facilities that you want to make sure your information is right. Because sometimes they will never even ask you. They will just have you sign something and ask you to sit down and then when your information gets to our billing company, that's where the problems start, and patients don't know it til its already gone to the collections company a year later.
  
  
  
  I hope this helps and I do apologize this happened to you.