Complaints

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

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  Community Radiology Associates Inc.

  PO Box 64939 Baltimore, MD 21264-4939

• 

  Community Radiology Associates Inc.

  67 Thomas Johnson Dr, Suite 4 Frederick, MD 21702

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:04/16/2024

  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.

  Community Radiology has fraudbills. charged my insurance for services they did not render and have been sending me bills as well. I have called them four times to resolve this and am still receiving bills.

  Business Response

  Date: 04/23/2024

  After an in-depth review of the patient's account and complaint, it was identified that Ms. ********* was scheduled to have a Breast Ultrasound on 12/29/23 which was canceled on the date of service. Unfortunately, this code was included when the claim was sent out to her insurance. Her insurance processed the claim and there was a coinsurance amount for that procedure which caused a balance to show on the patient's account. This was a clear error and we have since voided that charge and resent the claim to the insurance without the incorrect code. There is no balance currently showing on Ms. *********'s account for that procedure. We apologize for any inconvenience this issue may have caused. 

  There is currently a balance of $2.92 from the 3/26/24 date of service for which Ms. ********* may still receive billing. She can contact our customer service department if she has any questions regarding that patient responsibility amount. 

   

  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 and tracking those inquiries through completion.
  
  We
  greatly appreciate your assistance and cooperation in achieving a resolution.

  Customer Answer

  Date: 04/23/2024

  
  
  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:02/21/2024

  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 got into a car accident on 1/4/2023, I had to get a CT scan from CRA on 1/16/23. My insurance sent a check and paid CRA on 2/2/23- the check cleared in February 2023. Tell me why, I have received bills monthly over a YEAR ******** insurance adjuster has called and sent all necessary documentation MULTIPLE times. On 1/4/24 my insurance adjuster spoke with **** and she claimed they escalated this bill and to give it 45 days for review and I will get a letter in the mail with the outcome. On 1/19/24 I called and spoke with ******** and she said that they had canceled the charge and that I was due for another statement in 3 weeks. She said if their team hasn't located Erie's payment I should call back and go from there. 45 days from 1/4/24 is 2/18/24 On 2/20/24 I received another bill. On 2/21/24 I called and spoke with ******, who told me again that she had escalated my claim and that it will now take 30 days. I told her I already had it escalated over 45 days ago HOW MANY TIMES CAN YOU ESCALATE A CLAIM? This is the only part of my accident that has been a struggle. Everything else is closed. This has taken over a year for them to even acknowledge a payment, but they made sure that it was cashed. So now they have to "locate the funds" Thank GOODNESS I have my wits about me, because these are predatory practices used to get as much money from patients as they can. I am disgusted and won't be using CRA again. This is my last resort, hopefully they'll see this and finally close my case. A year later.

  Business Response

  Date: 03/18/2024

  After a thorough review of Ms. ****** account, it has been determined that the insurance did make a payment for the date of service at issue but, due to the fact that the payment was sent with no Explanation of Benefits or remittance information, the amount was not applied to the patient's account. An inquiry was opened and the amount was located in an account reserved for unapplied payments. We have since moved the payment to the patient's account and there is no balance showing. 

  Please note that this payment was only found after an in-depth review of the account and payments in our system. We apologize for any inconvenience the delay in locating the payment may have caused the patient. 

  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 and tracking those inquiries through completion.
  
  We greatly appreciate your assistance and cooperation in achieving a resolution.

• Initial Complaint

  Date:02/01/2024

  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.

  The business continues to mail me bills and threats of collections after I have supplied proof of payment.

  Business Response

  Date: 02/09/2024

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

  After a thorough review of the patient's account, it was determined that there were two visits for which the patient was being billed (9/20/22 and 10/3/23). Each visit had a patient responsibility of $64.19. Ms. ****** made a payment and the system applied it to the 10/3/23 date of service as opposed to the 9/20/22 date of service. As a result, we moved the payment to cover the older date of service but there is still an amount due of $64.19. We apologize for any confusion the dates on the statements may have caused. 

  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 and tracking those inquiries through completion.
  
  We greatly
  appreciate your assistance and cooperation in achieving a resolution.

• Initial Complaint

  Date:04/27/2023

  Type:Product 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 went to CRA for two MRIs (ordered by my doctor). They told me my insurance company told them I had not met my deductible and I had to pay more than $900 for my scans. So I did. Then found out they filed a claim with my insurance company and were paid for the service. So they COMMITTED FRAUD. THEN they said I had to pay out of pocket for the service I was scheduled to have the following day!
  
  I just called them and they not only are not immediately refunding my money, they were rude. I am NEVER going to them again.

  Business Response

  Date: 05/04/2023

  This
  letter is a response to the above referenced complaint.  We have reviewed all aspects of Ms. *****’ complaint and summarized in the below response.

  Please be
  advised it is our policy to collect the patients estimated cost share at the
  time of service.  The patients’ benefits
  are confirmed via an EDI (Electronic Data Interchange) process. The information
  is requested at the time of scheduling and/or at the time of service through a
  “270” real-time connection to their insurance. 
  Based on their coverage a “271” response is received providing the
  patients eligibility and out of pocket cost share including Co-payment,
  Co-Insurance, and/or Deductible.
  
  Patients are
  notified of their estimated cost share at the time of scheduling services (if
  scheduled by the patient), if the insurance returns the 271 in a timely fashion
  during the scheduling process.
  After
  services are complete and the radiology report is finalized, services are coded
  (CPT/ICD10) and submitted to the insurance carrier.  The explanation of benefits “EOB” is the
  “source of truth” that provides the patient and provider of how the services
  adjudicated. 
  
  After thorough review of Ms. *****' account, Ms. *****' overpaid at TOS for 3/29/2023 date of service in the amount of $873.74.   
  
  Our
  refund turnaround is 15 business days and it is apparent we did not meet this
  goal.  We have issued Ms. *****' a refund in the amount of $873.74 on 5/3/2023 to the address on file. 
  
  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 apologize
  for the delay in resolving this inquiry and greatly appreciate how you worked
  with us on this complaint.

   

  Regards,

  Laura ***** ***

  Quality Assurance Manager

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  At the time of receiving preauthorization for my scans, CRA should have also received notice that the service would be covered. They apparently did so because they submitted a claim as well as taking my money. I still have not received anything from them - this charge is fraudulent.

  
  
  
  
  Sincerely,
  
  
  
  Karin *****

  Business Response

  Date: 05/08/2023

  This communication is in response to the most recent response from the patient. As advised in our original response, we obtain the patient time of service out of pocket expense information from the patients insurance through Electronic Data Interchange (EDI). At the time of service, the insurance communicated that the patient had $1543.50 remaining towards their deductible and also 10% coinsurance for MR/CT exams. The estimated cost for her exams was 923.74 which is what was collected based on the deductible information provided at time of service by the patient's insurance.

  The procedure authorization process is handled by a different team and is separate from our EDI connection process. Due to this, the pre-authorization process would not have provided us with the out-of-pocket expense, only that the service was authorized to be performed. 

  The refund was issued to the patient on 5/3/2023 and was sent regular mail. Please wait 5-7 business days from the time it was sent to receive the payment. If you do not receive your check via mail by 5/11/2023, please contact me at ###-###-####.
  
  Again, we apologize for the delay in resolving this inquiry and greatly appreciate how you worked with us on this complaint.
  
  Regards,
  Laura ***** ***
  Quality Assurance Manager
  

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  8/4/21 DoS at ************** for pre-authorized MRI. Informed I had to pay $699.52 as balance due after insurance. Paid with credit card (receipt attached). Called *** billing (*** is a ****** affiliate) 1/27/22. *** billing *** said claim not submitted until 12/30/21. GEHA processed claim 2/2/2022 (claim hadn't been submitted until 1/5/2022 contrary to *** billing ***). *** shows I was only responsible for $375.20 after contractual agreement disallow amount of $730.80, due a refund of $324.32 ($699 -$375.20) Gave *** enoungh time to send refund. Called *** billing again 8/19/22 to request a refund. *** billing *** ******* said claim was still pending even after I said EoB in hand. He said would "refer to management"; someone would call back in 15 business days. Called *** billing again 9/9//22 bc no call back. Repeated all the information again to "*******" who, after speaking to a supervisor, said they "were still waiting for **** to send info". On 9/14/22 sent an email to GEHA. "********" from **** customer service ***lied 9/21/2022 asking for a ***ly email with copy of the *** receipt for $699, and an explanation of what I had done so far with a subject heading of 'Balance billing'. Information sent same day and ***ly received from '********' on 9/28/22 stating "spoke with ***resentative Londyn advising him of the situation and the amount you are to be refunded ($324.32). He advised you should get your refund in 2-3 weeks or less...he assured me it would be processed. If you do not receive it in 3 weeks email us or call..." Called GEHA 11/4/22 because no refund. "******" from **** tried to contact "********" via **** internal messaging system but no response. "******" said she would pass the message, expect callback. Filed a complaint with MD state HEAU 11/18/22, which didn't assign until 2023. HEAU sent letter to RadNet East Coast Operations 2/10/23, response deadline 3/10/23. After no response they sent another letter 3/13/23. And here I am with my last effort

  Business Response

  Date: 04/17/2023

  This letter is a response to the above referenced *********.  We have reviewed all aspects of Mrs.******* ********* and summarized in the below response.
  
  On August 4th, 2021, patient was provided MRI Imaging of the Lumbar spine at *************************.
  
  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefits are confirmed via an ******************** Interchange)process. The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to their insurance.  Based on their coverage a 271 response is received providing the patients eligibility and out of pocket cost share including Co-payment, ************* and/or Deductible.
  
  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process.
  
  At the time of service, the 271 response from the patients insurance provided that patient still had a remaining deductible of $807.49. Our estimated cost per our contracted amount with **** provided via the National Provider Database for MRI Lumbar Spine without contrast(72148) is $699.52. We collected $699.52 from the patient at the *** based on her remaining deductible owed.
  
  After services are complete and the radiology report is finalized,services are coded (CPT/ICD10) and submitted to the insurance carrier.  The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated.
  
  The patients service was originally placed on hold in our billing system due to a claim exception. To ensure the claim was billed accurately, we held the claim until the issue could be resolved resulting in the claim not being released to Government Employee Health Association (GEHA) until 12/30/2021.
  
  It was not until we received Ms ******* ********* that we were notified that **** had processed the claim. On 4/11/2023, **** faxed over a copy of their non-payment EOB showing patient responsibility of $375.20. This was then posted to the patients account and a refund was issued to the patient on 4/12/2023 in the amount of $324.32.
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the *** to the appropriate management or executive levels within our company, to track,document, train and educate internally to avoid future occurrences of this nature.
  
  We greatly appreciate how you worked with us on this ********* and sincerely apologize for the delay in sending your refund.
  
  Regards,
  
  
  ***** ****, RCC
  RCO ***************** Manager
  ****************************************  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19900412
  
  I am rejecting this response because:

  Accepting refund but reject response: Relevant information is withheld in the *** billing/RadNet response. *** billing/****** claims "It was not until we received XXXX's complaint (from BBB) that we were notified that **** had processed the claim." The relevant information missing found in my BBB complaint: 1) Calls to *** billing/****** on 8/19/2022 and 9/9/2022, each time hearing "we haven't heard from your insurance company yet", yet the *** in hand, processed 2/2/2022. Also followed by promises to escalate issue to management. 2) On 9/14/2022, I contacted ****, the claim processor, by email, for help. **** *** contacted *** billing/****** on my behalf with all relevant information: DoS payment receipt, all action on my behalf to date, and **************** (claim processed 2/2/2022). I received an email ***ly from GEHA on 9/21/2022, relaying *** billing/****** *** ensured my refund was on the way. 3) *** billing/****** fails to mention the complaint filed 11/18/2022 with HEAU, Office of the ** (********), containing info posted here as well as copies of the EoB (claim processed 2/2/2022), DoS payment receipt and GEHA email exchange. Also, ******'s lack of response to the letters sent by the **'s office on 2/10/2023, with a 2nd letter sent by HEAU 3/13/23, which ****** *** does acknowledge received and sitting on desk weeks prior to 4/11/23, per my conversation with ****** *** phone recording 4/11/2023 (permission asked/given in this 2 party consent state). In light of these omissions, I question the "committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients..." Patients shouldn't have to 'inquire' about overpayments, which are returned to ******** and insurance companies without inquiries. ***** in this response because refund check wasn't received via mail until 4/19/23.
  
  Sincerely,
  
  ***** ***** ******

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 12/30/2022, I went to a Community Radiology Associates (***** *** ******* ****** ** ****** ******* **). I was asked to pay $100.88 because I had not met my deductible by the time I made the appointment. Fair enough. I charged the amount on my credit card.
  
  By the time my health insurance company processed the claim, on 01/31/2023, I had met my deductible. My insurance company paid 100% of the allowable amount. See uploaded claim.
  
  A few days later, I called CRA to ask for a refund. I was told they had not received the check yet, but my refund would be issued "immediately and automatically" after the check was received. Fair enough.
  
  On 02/13, I called my insurance company to find out when CRA was paid. I was informed the check was cashed on 02/08. I then called CRA to find out the status of the refund. Clearly, the refund was not issued "immediately." It turns out it would not be issued "automatically" either. The agent told me she would have "to issue a request to the refund department." I asked that the full refund ($100.88) be credited to my credit card.
  
  As of today, my credit card has not been credited. There is not even a "pending" refund.
  
  The contradictory information I received from 2 CRA agents points to a problem -- at best, a need for better training. A more nefarious interpretation is that it is a business model. Whatever the reason, the issue is the same: CRA needs to refund me the full amount I paid them on 12/30/2022.
  
  Thank you for your mediation.
  (Note: Aharonian, Artin, MD is the radiologist who wrote the report. The payment was made to White Oak Imaging, not to the radiologist.)

  Business Response

  Date: 03/03/2023

  This is to
  confirm we have fully responded and reviewed all aspects of Ms. ********
  complaint. We issued a
  refund to her in the amount of $100.88 on February 27, 2023 back to her credit
  card.  The patient was contacted on March
  3rd, 2023 and account resolution was confirmed with the patient.
  
  We are committed to creating a seamless process that promptly moves BBB
  (and similar consumer complaint agencies) to the appropriate management or
  executive levels within our company and tracks them through completion. We
  greatly appreciate how you worked with us on this complaint.

  Customer Answer

  Date: 03/03/2023

  
  
  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:12/06/2022

  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.

  Community Radiology accepts United Healthcare BUT they want the differance between what United Healthcare paid them for the medical codes that they summited with Unitedhealthcare and what they were paid by United Healthcare. Community Radiology is under contact to provide services for United Healthcare (see their web site) and should not be billing me the member just because they are not happy with United Healthcare's payments. My account# is ************ on the bill for $1603 at Community Radiology. My date of birth is 3/8/1949. Community Radiology IS NOT HONERING THEIR CONTACT with United Healthcare. For code ***** insurance paid $575.05, they wanted $2,032.00. For code ***** insurance paid $138.95 they wanted $285.00. NOW they have sent me, the insurance MEMBER, a bill for $1603 because they are not happy with the payments from United Healthcare, Yes, I did report this to United Healthcare BUT the bill is still there. A United Healthcare rep. contacted them BUT they just informed them that they want more money and would not remove the bill.

  Customer Answer

  Date: 12/08/2022

  NOW Comunity Radiology Has increased the amount from $1,603.00 to ********. They are ignoring ************* care and are trying to rob me. Why have insurance when a company like Community Radiology IS FLAT OUT IGNOING THEIR CONTRACT TO GO THROUGH UNITED HEALTHCARE??? They are obligated to work with and accept the amount *************care pays them for the medical codes they give to *************care. PLEASE help me.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received yet another letter from Community Radiology Assssociates today (1-3-2023). The letter is dated 12/20/2022. It looks like I am still in the "middle" of the process that should only be between United Healthcare and Community Radiology. It says "For further information on the processing of this "new" claim, please contact your insurance company. Once your claim is processed, you will receive an expalnation of benefits from your insurance". "Please allow ***** days for your insurance claim to be processed".
  I don't see where ANYTHING has been resoved???? How much longer will Community Raiology be involving me in what should be between them and United Healthcare????????? The "new" claim is now over 6 months old!!!!!!!!!!!!

  Business Response

  Date: 02/16/2023

  Please see attached response to complaint 18935475. 

  Customer Answer

  Date: 02/17/2023

   
  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:09/16/2022

  Type:Product 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.

  On 6/3/22 I went to the Community Radiology Rose Hill location for an ultrasound. The cashier had me pay upfront for my procedure. I used my Care Credit card for an amount of $301.78. When my insurance processed the claim, my deductible had already since been met and their payment was higher than they projected. My Explanation of Benefits (which I have emailed them on 3 occasions) shows my copayment is $100. I have been requesting a refund. I spoke to someone who said they were going to issue a $69 refund. I said - absolutely not, that's unacceptable. I overpaid by $201.78. That is the refund I am requesting. I am still waiting for my refund.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 20, 2022/11/09) */
  Contact Name and Title: Kathleen ******** Sr Mgr
  Contact Phone: (XXX)XXX-XXXX
  Contact Email: *****************@RadNet.com
  This is to confirm we have reviewed all aspects of Ms. Junker's complaint.
  
  Please be advised it is our policy to collect the patients estimated cost share at the time of service. The patients' benefits are confirmed via an EDI (Electronic Data Interchange) process. The information is requested at the time of scheduling and/or at the time of service through a "270" real-time connection to their insurance. Based on their coverage a "271" response is received providing the patients eligibility and out of pocket cost share including Co-payment, Co-Insurance, and/or Deductible.
  
  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier. The explanation of benefits "EOB" is the "source of truth" that provides the patient and provider of how the services adjudicated.
  
  In this case a contractual adjustment was overlooked during the electronic posting of the payment from Ms. Junker's insurance in the amount of $131.98. We have corrected this and a refund has been processed and mailed to her home address. I have contacted Ms. Junker and explained the issue and informed her the check has been mailed out.
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track, document, train and educate internally to avoid future occurrences of this nature.
  
  We greatly appreciate how you worked with us on this complaint.