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:02/27/2023

  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.

  Went to a local ER on 11-19-2022 for emergency medical services. I received EOB's from my primary insurance showing all claims submitted to the insurance for this date of service. These EOB's showing what was billed, what was approved, what was paid, and what I may be billed. I received a bill from Advanced Radiology for $189.46 for the above date of service. No insurance was listed on the statement; however, I went online and provided it on their portal. I have since received another statement, dated 1-24-2023 showing the same balance stating my "insurance has been filed. You are now responsible for the balance of this account". The balance was the same was my original statement that had NO insurance listed, so I logged onto my health insurance account, and took a look at the EOBs, and Advanced Radiology has NOT filed any claim to my insurance. I called into Advanced Radiology, inquiring about why my statement from them showed that my insurance denied the claim, when the insurance has not received a claim, and they advised that they had filed a claim, but the insurance denied it. However, I confirmed with my insurance that NO CLAIM has been filed to them by Advanced Radiology, and confirmed that if a claim was filed, I would have a supporting EOB showing that the claim was processed, approved or denied, and so on. I ask Advanced Radiology for the claim number, as well as information from the EOB that they would have received from ****** directly, and the representatives state they cannot give this information out and ask me to call my insurance. When I call my insurance, they continue to say NO CLAIM has been filed. I am requesting that Advanced Radiology provide information regarding their claim to ************ number and reason from their EOB from ****** showing the denial.

  Business Response

  Date: 02/27/2023

  I have spoken with *****, our billing partner this morning. The claim was sent to ****** three times and was rejected three times. Rejection is different than a denial. When a claim is rejected, a claim number is not created. I've attached the explanation from and screenshots from *****. I've also reach out to *** ***** by leaving him a voicemail. I've forwarded the email from ***** to *** *****, asking for a copy of his insurance card, so they can make sure everything is entered correctly and also requesting additional information on the hospital visit since the physician listed it as a trauma.

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

  Administrative Manager

  Advanced Radiology Consultants of Kansas City

  Customer Answer

  Date: 03/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  Per your screenshots and records, you do NOT have the correct insurance information listed. The insurance card was provided at the time of service at the hospital. Per the hospital, they send this over to you, via fax, and have all the insurance information listed on the cover page. The hospital has billed my insurance and received payment for the services. Not only has the hospital provided you with the insurance, but I have also provided the insurance information to you on numerous occasions, and per your screenshots, you still do not have the information correct. This would explain why the insurance is denying the claim, and why I am not receiving an EOB for the charges. The insurance information is as follows:

  Per ******* if you are having issues, you can reach out to the provider line directly. It is my responsibility, as a member and patient, to provide you with accurate and up to date insurance information to ensure that you can bill the insurance. I have done just that, and in fact have done it numerous times. This will be my last attempt at providing you with insurance information. If this continues, I will escalate this and file a complaint with the CFO, Wright Memorial Hospital, Department of Insurance, and with ************** regarding your billing procedures.

  
  Regards,
  
  ****** *****

  Business Response

  Date: 03/08/2023

  ******** ***** spoke with the billing provider (****** and was able to resolve the issue. ******** emailed on 3/7/23 and said she would close out the BBB and believed the issue was being handled by *****. (attached)

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

  Customer Answer

  Date: 03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  In July 2022, I had 2 knee x-ray exams at ******** County Hospital in Garnett, KS. At check in for that appointment, I supplied my insurance card to the hospital. I was billed in September 2022 for $73.64 which had not been billed to my insurance at which time I got on ********* and entered my insurance information as instructed on their statement. In October 2022, I received another bill stating that I still owed $73.64. I again checked with my insurance company which confirmed again that this bill had not been sent to my insurance. On 10-31-22, I again got on ********* and entered my insurance information again. At the end of November, I received a final notice bill from the company again for $73.64. On 12-1-22, I checked with **** who again confirmed that they had received no claim from the company for my account. On this same day, I reached out to the company this time by email. On 12-3-22, I received an email back from someone at the company with a preprinted message of how to update my insurance information on *********. At that time I let them know that I had already done this twice. On 12-8-22, I received the following message from them: Thank you for email,
  I have refiled your claim to the insurance accordingly. Please allow additional time for processing. You can always monitor your account status online. Pending charges will be listed in the first box on the home screen. Once the claim processes, it will show as a current charge. Now on 1-4-23, almost a month later, I have reached out to **** who again states that they have not received a claim and when on get on ********* it tells me that they have reported me to collections.