Complaints

This profile includes complaints for Boise Radiology Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boise Radiology Group

  620 W Hays St Boise, ID 83702

• 

  Boise Radiology Group

  PO Box 9649 Boise, ID 83707

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:03/12/2025

  Type:Service or Repair 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.

  I had cancer and have gone through hundreds of bills from medical providers. Boise Radiology is has by far the worse billing system I've ever seen. I receive no bills for almost a year, then I get a text message that they're sending me to collections. The text message states "Click here to pay a bill." I'm concerned with spam, so I call them, and I'm told I have two small bills from almost a year ago. I've never seen a statement, have no idea what services I received, and they cannot send me a paper bill. I spoke to someone in the billing department who stated he's email me a screenshot. That was three days ago and no email. Radiology services aren't like a doctor's appointment; the doctor sends your test results to them so you never know who or what expenses will stem from that doctor's appointment. Very frustrating.

  Business Response

  Date: 03/20/2025

  We sincerely apologize for the frustration and confusion surrounding your billing experience with Boise Radiology. We understand how concerning it can be to receive a collections notice without prior statements,and we appreciate the opportunity to address this matter.
  
  Upon review, our records indicate that a statement was generated on 5/29/2024. However, it is unclear why it was not sent via text or mail as part of our normal patient billing process. Typically, after a claim has been processed by insurance, any remaining patient responsibility is handled through a structured communication process:
  Day 1 & 5: Two text notifications are sent.
  Day 7: If no payment has been received, a paper statement is mailed.
  Day 31: A second round of text notifications, a paper statement, and an outbound phone call are made.
  At any time during the process, if a patient opts out, a paper statement is generated the following day.
  
  With over ****** statements processed each month, it is extremely rare for a case to fall outside this process, and we are actively investigating why this occurred in your situation.
  
  Additionally, we recognize that a customer service representative committed to emailing you a statement, which unfortunately did not happen. To prevent this from occurring in the future, we have updated our process so that statements are emailed to patients while they are still on the phone, ensuring receipt before the call concludes.
  
  We also understand the unique challenges patients face when receiving bills from hospital-based providers, such as radiologists or pathologists,whom they may never see in person. While hospitals provide financial agreements at the time of service, we acknowledge that these situations can still be confusing.
  
  If you have any remaining concerns or need further assistance,please do not hesitate to contact us. Your feedback is invaluable in helping us improve our patient experience.
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23057068
  
  I am rejecting this response because:  I STILL do not have a copy of my bill.  I have never received a bill, only a text almost a year after whatever services were performed by Boise Radiology stating I would be send to collections.  I can't pay a bill I A) have never seen and B) have no recollection of. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/31/2025

  Attached is the ledger for all 2024 services by Boise Radiology to Ms ************* I have also personally sent an email with a copy of this ledger.

   

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

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23057068
  
  I am rejecting this response because: I just received a ledger for all of the ******** for the last year or so. However, this is not a bill. I would like to see a bill for what I owe you, the address to send a check, and what my insurance covered and the date of service. For the love of God, send me a bill. This is now the fourth time I have requested one.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/21/2025

  4/21/25

  Good afternoon.

  I apologize as I was under the understanding that our billing vendor was updating this record after researching and resolving the issue.  I am attaching the email correspondence as well as the statement that was sent to the patient.  If anything else is needed, please let me know.

  Thank you.

  ***** ******

  CEO, Boise Radiology Group

  Customer Answer

  Date: 04/22/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/12/2024

  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 was billed $32.83 for review of a CT scan Januaray 2024. I paid the bill in full on 1/26/24 using the phone number provided on my statement, ************. I was provided a confirmation code for my payment. On 3/11/24 I received notification via **** mail that my account had been sent to collections for $32.83. I called the billing number on my statement and was hung up on when the person said they "would look into it". I called a 2nd time and was told that my confirmation code for my payment was "useless" and there was no way to research my payment because it was now with collections. I requested a supervisor and was told it would be a 5-7 busienss day turnaround for a call back. This was unacceptable to me, so I googled Boise Radiology and got ***** in the administrative offices. She forwarded my information to a supervisor at their billing processing center. *****, at ************, ex *****, could also not find my payment I made 1/26. He confirmed my confirmation code for payment was useless, and told me it was likely my payment was applied to the incorrect account. He requested proof from my credit card company that I had paid my bill in full and requested I call them directly. He also stated he was "old school" and did not have email (but ***** emailed him my contact information as he told me earlier) and requested I fax him information.I contacted my credit card company and they confirmed the payment was paid on 1/26 and suggested I send a copy of my statement to the billing agency.On 3/12 I contacted the collections agency and provided proof of payment (redacted credit card statement) along with my confirmation number and phone number I used to pay Boise Radiology. I am pending the outcome of their review.It appears that sending accounts that are paid in full to collections is a common occurance with this 3rd party billing company they use. There are multiple reviews left online of other patients having the same thing occur.

  Business Response

  Date: 03/15/2024

  Thank you for bringing this concerning situation to our attention. We take complaints like yours very seriously, and we want to assure you that we have thoroughly investigated what transpired with your account.
  
  First and foremost, we sincerely apologize for the error that led to your account being sent to collections despite you having properly paid the $32.83 bill. We understand the frustration and anxiety this caused, especially given the initial unhelpful responses you received from our staff.
  
  After a comprehensive review, we determined that a system error caused your electronic payment file to be archived without being posted to our billing system properly. This prevented us from recognizing your timely payment initially.However, upon your report, we promptly located the payment, posted it on March 13th, and cancelled the account from collections.
  
  We have taken the following corrective measures to address this lapse and prevent similar incidents going forward:
  Reviewed and revised our reconciliation processes to reduce the risk of payment files being archived without posting.
  Updated our workflows to enhance locating and posting any missed payments more rapidly.
  Provided additional training to our customer service staff on service level expectations for resolving payment issues promptly.
  
  Let me also reassure you that at no point was your credit standing or employment at risk due to this error. As per recent healthcare debt reporting changes, only unpaid balances exceeding $500 can potentially impact credit reports, and only after 365 days from being assigned to collections.
  
  Once again,we apologize for this disappointing experience. Please be assured that we are committed to continuously improving our processes and customer service to uphold the high standards our patients deserve.
  
  
  

• Initial Complaint

  Date:07/26/2022

  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.

  06/10/2022 I went to the emergency room for an x-ray for a broken wrist. I was notified by my Health Saving account that on 06/27 a payment was due for this procedure. I requested my Health Saving account pay the Radiology group on 06/29. The Health Saving account provider confirmed the check sent on 06/30 and cashed by Boise Radiology group on 07/13. I have done several calls with them since I am receiving text messages of an unpaid bill. They told me that have launched and investigation. As of 07/26/2022 no calls have been made or letters have been received by me advising of any updates on this matter. When I call I do not get any solution or resolution only we are looking into it. I finally got a statement last week that was already showing as past due when I did get the statement. I would like this matter to be closed and the bill to be marked as paid since they have been paid.

  Business Response

  Date: 08/09/2022

  The actions taken prior to receiving a copy of the Explanation of Benefits from ***************** sent by **************** were reasonable considering the responses we received from ********** of *****. Despite numerous efforts including today, Boise Radiology (BRG) has yet to receive payment from ********** of Idaho or ***************** for the professional radiology services rendered on Nov 23, 2021. Although BRG has yet to be paid for the professional services rendered, we have ceased any and all collection activities directed toward ***************

  
  In April **************** was sent a statement after we performed an online eligibility check with ********** of Idaho. The online eligibility check from ********** of Idaho stated that ************** was not eligible.  At no time prior to receiving a copy of the Explanation of Benefits in  mid-June from ************** was BRG aware that their ********** plan was issued by another state.  

  
  ********** & Blue Shield plans across the country are independent, but the Blue Card Program allows providers to submit claims for out-of-state members (Anthem BC) to their local ********** Plan (BC ************* The Home Plan is the **********/Blue Shield plan which the member is enrolled (*****************), while the Host Plan is the **********/Blue Shield plan (********** of Idaho) in the area where services are rendered. The host plan will electronically route the claim to the Home plan who will then process the claim according to the according to the policy issued to the patient.  The Home plan will then authorize the Host plan to pay the claim.

  Based on the Explanation of Benefits provided by ****************,it would appear as if BRG received payment from Anthem of $89.77, but as of today, this has not been received from the Home Plan (Anthem) or the Host Plan (********** of ************* This suggests that there is an issue between the handoff between the two plans that is still not resolved at the time I am writing this response.

  
  As a result, I checked claim status on the ********** of Idaho website which indicated they had no record of the claim. I then called the Home Plan (Anthem) to determine status of the payment. Their **************** Representative directed me to the Host Plan (********** of ************* I then contacted ********** of Idaho **************** who could not provide any type of claim status on the phone because this was a Blue Card Plan. I was advised to submit an inquiry on their online portal to determine where the breakdown occurred between the Home Plan and the Host Plan.

  
  The actions taken to this point have been reasonable considering the information provided to us.  We have cancelled any collection activities toward **************** and will make one final effort to obtain payment from ********** of Idaho for the services rendered to **************** in Nov 2022. 

  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17629434
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** my date of service 06/10/2022 my name is not ****************** and my payment was sent by my HSA

  Business Response

  Date: 08/16/2022

  Apologies.  The BBB is looking into how this occurred.

  We understand your issue was resolved.