Complaints

This profile includes complaints for Pensacola Open MRI's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pensacola Open MRI

  4511 N Davis Hwy Ste 1-B Pensacola, FL 32503-2720

• 

  Pensacola Open MRI

  2525 Martin Luther King Jr Blvd Panama City, FL 32405-4414

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:05/20/2025

  Type:Customer Service 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.

  Dr sent a request for a CT scan almost two months ago to this business. I've left four voicemails, called three times. And the company refuses to send a prior authorization request to the insurance company, so I can get the scan. This generally is resolved in 2 days, however we are approaching 2 months, and I can't get my calls returned, and the company has not sent a request for a prior authorization to My insurance company to have the scan done.

  Business Response

  Date: 05/20/2025

  Good morning,

  Mr. ******** medical insurance requires authorization. Part of the problem is people call their insurance company, and they truly do not have a clue if the authorization has been submitted or not because most all carriers outsource the authorizations to a third-party vendor such as; NIA, Evicore, Cohere. I can assure you my staff and I are working hard to accommodate the patients in our community and people who treat us with respect get that same treatment in return. The authorization has been started, and it is still currently pending. Due to HIPPA I cannot disclose that information in this message but can say that I am happy to share the reference number with the patient. We cannot schedule a patient until their insurance has approved the study. I will have a team member reach out to him and let him know. 

   

  Thanks,
  
  Faith ****

  Center/Marketing Manager

  Panama City Open MRI & Imaging

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

  Customer Answer

  Date: 05/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23353016, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Blake ******

• Initial Complaint

  Date:02/06/2024

  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.

  On April 17, 2023 I had MRIs done of my wrists. I was told my the business that I had not met my deductible and had to pay the full cost of $790. When I looked at the claim from my insurance company, my copay amount was $355.24, not $790.
  
  I was unable to get any response from the billing department when this happened. I attempted to contact them via their website site and attempted to call with no response.
  
  I currently have another MRI scheduled with this facility. I assumed I would have a credit on my account but I don't. I have attempted to call the billing department but the phone number on their website does not work.
  
  This company is over charging patients and apparently does not audit their finances. I'm sure if occurring with other patients.
  
  Now I'm expected to give this business more money.

  Business Response

  Date: 02/20/2024

  Thank you
  for allowing me the opportunity to review the complaint from of Ms. ****** and
  allowing me the chance to respond on behalf of Florida Diagnostic Imaging
  Center. 

  I
  reviewed the documentation related to DOS 4/17/2023.  When benefits were verified for the service
  being rendered, it was found that the MRI would be subject to a deductible
  which had not been met at that time.  It
  is standard practice to collect the deductible amount upfront.  Ms. ****** did in fact pay $790.00 as her
  deductible at the time of service.   BCBS
  processes claims as they are entered into their system which impacts the open
  balance on deductibles.  In this
  case,  other claims hit prior to the MRI
  claim which altered the deductible accumulator, ultimately reducing the open
  deductible amount that had to be met. 
  The decrease impacted patient responsibility from $790.00 down to
  $355.24.    When we received the BCBS remit it was posted
  to the account and created a patient credit of $434.76.  The account was audited, and the internal refund process was started on
  12/7/2023.   The refund requests are generally processed in
  a timely manner.  We were not aware that
  the patient had not received the refund until this complaint was brought to our
  attention.   I have requested that a check verification be
  done so that we can confirm the status of the check.   I want to assure you
  that we are working to resolve this matter as quickly as possible. 
  
  In
  regard to the patients complaint about reaching out to the billing company via
  the internet and calls, I am unable to confirm that we received any
  communications from Ms. ******.  I am
  uncertain where the disconnect is, but I would be happy to speak with her directly and help resolve this issue.   I can be reached at 615-239-2018 ext 2210 or
  via email at ************************************. 

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: 21250343
  
  
  
  I am rejecting this response because:  I have not received a check in the mail.  
  
  
  
  Sincerely,
  
  
  
  Jennifer ******

  Business Response

  Date: 03/01/2024

  It is unfortunate that the response has been rejected.  In order to resolve this issue,  I have confirmed that check #18383 in the amount of $454.76 was issued on 2.24.24.  The check was issued from TN so it may take several days for Ms. ****** to receive it.  If the check has not been received to date, then it is expected to be within the next few days.   

  Customer Answer

  Date: 03/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21250343, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jennifer ******