Complaints

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

close

Find a Location

Advanced Radiology has 31 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Advanced Radiology

  1700 Reisterstown Road, Suite 112 & 119 Pikesville, MD 21208

• 

  Advanced Radiology

  1600 Crain Hwy S Ste 101 Glen Burnie, MD 21061-6440

• 

  Advanced Radiology

  200 Hospital Dr Ste 112 Glen Burnie, MD 21061-5861

• 

  Advanced Radiology

  8601 Veterans Hwy Ste 100 Millersville, MD 21108-1571

• 

  Advanced Radiology

  1209 York Rd Ste 100 Lutherville, MD 21093-6208

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:04/25/2025

  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 was scheduled for a mammogram at the location on Progress Way ***** at 5:15pm on 4/24/25 When I was undressed and waiting my turn with another patient in the waiting area the tech came out and abruptly said Are you *****? do you have a family history ? I said yes but I am here for a pre surgery screening for breast implants.She then called me back and told me I should feel lucky I got an appointment because they are booked months out (strange comment because I was offered 3 different times that day when I had booked the day before ) Then asked me about a retracted ****** I noted on my form. She said lets see and looked at it and said yea I cant scan that and told me I cant be seen. I had accepted she wanted me to get a different service and was ready to leave and she called me over and said Let me just show you what we will do to you when you have implants She demonstrated the mammogram and said itll hurt but Im not trying to change your mind I was very taken aback and went to change. While I was changing, another patient was sitting outside my curtain. The tech then approached my changing area and said *****- if you ever have problems like rashes or retracted *******, you dont come here- ok?I was left feeling belittled and embarassed and that my privacy was violated. I also feel that this tech completely overstepped a boundary in trying to fear ****** me out of a planned surgery

  Business Response

  Date: 04/29/2025

  Prior to receiving this complaint, Ms. ****** had filled out our online survey about her visit to the ********** office. A manager spoke with Ms. ****** to discuss her concerns and the patient was appreciative for the follow up call. We are sorry that ***** ****** was dissatisfied with our service.  We take all complaints seriously, especially in regards to privacy. We have reiterated to all staff the importance of having private conversations with patients in designated areas of the office that are secluded and away from the general public areas.  Although Ms. ****** was scheduled as a Screening Mammogram,it was necessary to change it to a Diagnostic Mammogram after reviewing the patients history. The exam that she needed is not performed in the ********** office, therefore,  the patient had to be rescheduled to another location.While Ms. ****** was still in the room,  the technologist decided to explain how a Mammogram is performed since this would be the first one for ********** The technologist then explained how it would be different for a patient that had implants. Although the technologist had good intentions of wanting to inform the patient of what to expect during the mammogram, unfortunately Ms. ****** felt differently about it and perceived it negatively.  We appreciate the feedback and hope that Ms. ****** will consider returning to the ********** location in the future.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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 Advanced Radiology for a post operative thoracic spine MRI after I underwent laminectomy to remove arachnoid web off of my spinal cord in the **, T4, and T5 region. I was having symptoms of a leak after surgery (positional headaches, ear popping, concentration issues, dizziness, back pain, occipital headaches when coughing) etc.The radiologist at Advanced Radiology only noted 1 fluid collection that was outside the spine dorsally to the back.I got a second opinion on the study (that cost me $199) that said that there were two fluid collections - 1 dorsally to the back (which Advanced Radiology caught) and another one (which the Advanced Radiology radiologist missed) was around the thecal sac and was mildly compressing the thecal sac. The two fluid collections are communicating.Second opinion report states this could either be resolving hematoma, seroma, or also CSF leak. Given my symptoms at the time, a CSF leak is most likely. The radiologist at Advanced Radiology missed this fluid collection. Had I not gotten the second opinion, I would have no idea this fluid collection was present.I called Advanced Radiology and explained to them that I got a second opinion and that they missed the fluid collection around the thecal sac.They added an addendum to my radiology report and at the bottom of the addendum, even added that short term follow up imaging should be done to ensure resolution of the fluid collection.Getting the second opinion significantly helped guide my care. However, I shouldn't had to get a second opinion because Advanced Radiology should've caught it in the first place.Thus, I am requesting reimbursement of my second opinion study that cost me $199.This complaint also is intended to let the BBB know of the issue I had with Advanced Radiology.

  Business Response

  Date: 02/27/2025

  We are sorry Mr. **** was dissatisfied with our service.  We take all complaints seriously.  As part of our continuous effort to provide excellent care, we have a robust quality assurance process.  This case will be submitted for quality review.  We appreciate the feedback and hope to earn back Mr. ***** trust.
  

  Customer Answer

  Date: 03/04/2025

  Advanced Radiology reached out to me and told me that they are doing a quality review of the case and that they are mailing me a check to help reimburse me for the second opinion radiologist read I paid for out of pocket.

• Initial Complaint

  Date:12/03/2024

  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 did a Diagnostic Mammography check with ultrasound check at Advanced Radiology. When I made the appoint, I confirmed the price for this exam with the representative of Advanced Radiology and the price they confirmed is $458.68. On the day of the exam, I paid $458.68 at the counter of the clinic and I confirmed with the front desk person agaion and he assured me that my payment of $458.68 is the full amount for my exam that day and there won't be any following bill. After a while, I recevied a bill of $104.85 from Advanced Radiology. I found that the $458.68 is the price for bilateral mamography and unilateral ultrasound, but when they submit the claim to my insurance company they used the code for bilateral mammography and bilateral ultrasound, the $104.85 is the difference between bilateral and unilateral ultrasound. When I made the appointment with Advanced Radiology, I clearly provided my doctor's instruction and the person who scheduled my appointment clearly told me that the full price for the exam is $458.68. So at this ******, there was an oral agreement / contract between I and Advanced Radiology to do the service at the agreed price. When I went to the clinic on the exam day, the person at the front desk assured me again about the price and the service. So Advanced Radiology should not break the agreement and randomly charge me more than what we agreed to. They hid the actual price and lied to its customer when we initially negotiate the agreement. So now I reject to pay for the $104.85.Advanced Radiology should have the audio recording of my phone calls / appointment calls, and they should also have redio record of what happened at the clinic on the exam day. I request Advanced Radiology to waive the bill of $104.85 and not move it to collection.

  Business Response

  Date: 12/09/2024

  This is to confirm we have reviewed all aspects of Ms.Fengs complaint.
  Please be advised that it is our policy to collect an estimated cost share for procedures at the time of service.  Patient benefits are confirmed via an ******************** Interchange) process. The cost share information is requested at the time of scheduling and/or at the time of service through a 270real-time connection to the insurance.  A 271 response is received from the insurance which provides patient eligibility and any out-of-pocket costs for which the patient would be responsible- including Co-payment, ************* and/or Deductible. If the insurance returns the 271 in a timely fashion, patients are notified of their estimated cost share when contacting the site to schedule services.
  
  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  After processing the claim, the insurance issues an Explanation of Benefits (EOB) which is the most accurate source for providing the patient and provider with information on how the services were adjudicated. 
  
  Ms. **** was scheduled to be seen at Advanced Radiology Timonium Crossing on 08/30/2024 for a diagnostic mammogram, bilateral breast ultrasound and tomosynthesis (See attached). At the time of service, ****************** provided our office with an estimated out of pocket expense of $458.68, which Ms. **** paid. After the service was adjudicated, we received an Explanation of Benefits (EOB) on 09/11/2024 indicating a remaining balance of $104.85 in patient responsibility.
  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: 12/10/2024

   
  Complaint: 22634248
  
  I am rejecting this response because:
  the reason of the $104 additional charge is purely the mistake made by Advanced Radiology. On the receipt of my first payment it states unilateral ultrasound but the final EOB states bilateral ultrasound, which means Advanced Radiology gave me the wrong estimated amount when I made the appointment and when I paid at the clinic. When they submitted the final claim they used a different code. 
  Again, Advanced radiology should check the audio recording when I made the appointment, the person on the phone clearly confirmed me about the total cost and without mentioning that this amount may not be final. I think Advanced Radiology intentionally understated the cost when I made the appointment and then charge me more. Oral contract is still valid contract, so Advanced Radiology should follow what they confirmed me on the phone. Or they should hire a 3rd party organization to investigate the phone call record. 

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 12/11/2024

  We have a signed receipt with Ms. **** acknowledging that the owed amount is an estimated cost (see attached). The Current Procedural Terminology (CPT) for a unilateral breast ultrasound are ***** and ***** and require the appropriate modifiers if the service is bilateral. There is no CPT code for a bilateral breast ultrasound. Billing requirements for this payer require one unit to be billed with a 50 modifier to indicate that the procedure is bilateral. We received an order form from Ms. ***** referring physician for a bilateral breast ultrasound to be performed. We performed a bilateral breast ultrasound and due to these circumstances, we have found no wrong doing on Advanced Radiology Timonium Crossing and we have attached a copy of Ms. ***** signed receipt which does indicate that the amount is an estimate. We are not responsible for any misleading information that ******************* provided to us at the time of service, which in turn affected the overall amount owed for the service.
  We apologize to Ms. **** for any inconvenience this issue may have caused. We recommend reaching out to your insurance company with any further questions surrounding the expense you have incurred.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22634248
  
  I am rejecting this response because:

  I noticed it says the amount is an estimate so I asked the person at the front desk will I be charged additional charge and got a confirmation from that person I wont be charged more than that amount shown on the receipt. Your company is cheating and mislead my decision twice, one over the phone and the other at the front desk. 
  As I mentioned before, I insist that oral agreement is legally binding. Why dont you release the phone call record to show what your representative told me over the phone? And why dont you release the video recording at your clinic to show the front desk persons response to my questions? As a big company, you should not cheat your customer and intentionally understate the cost and charge them more in the end. I insist your company to attach the two evidence I mentioned above!

  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/15/2024

  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.

  I received a bill for my mother, for services rendered in February 2024. I went to advanced radiology and paid the bill with cash. Received a receipt. The next month we received a duplicate bill. Went back to advance radiology to try and resolve it. I was told they dont handle billing. So why did they take my money if they dont handle billing? She gave me a couple numbers to call I called didnt get anywhere with that. Every month I get the same duplicate bill. I sent advanced radiology my receipt via email upload. Just received another duplicate bill ** the mail last week. I dont know why they cant find my payment did the employee who took my payment , Ms ******** steal the money or what?

  Business Response

  Date: 07/17/2024

  After a thorough review of the patient's account and complaint, it has been identified that the payment Mr. ***** made at the site was not properly applied to Ms. ****** account by the system. We were able to locate the payment and have transferred it to Ms. ****** account. There is currently no balance showing and no additional billing statements will be sent for the date of service at issue. We apologize for any inconvenience this may have caused. 

  Please note that system issues of this kind are rare and not indicative of a recurring trend. It was only after an in-depth investigation into the patient's account and payment history that this missing payment was able to be located and applied correctly. 

  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: 07/17/2024

   
  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:04/15/2024

  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.

  On Jan 12, I had an appointment at Advanced Radiology. At that time, they calculated that my portion of the bill would be $247.44 and requested payment. I paid via credit card.
  
  On Jan 20, ***** (my insurance company) processed the claim and determined that my responsibility was $0.
  
  Numerous times since then, I have contacted Advanced Radiology to get my $247.44 returned to me. Each time, I was told something different with a different time frame. My last contact was on March 19 and I was told it could be another 30 days. At this point, I am tired of waiting and am asking your assistance.
  
  I would appreciate your help to 1) get my money refunded and 2) investigate their business policies concerning patient refunds.

  Business Response

  Date: 04/17/2024

  After having reviewed all aspects of Ms. ******** complaint and account, it has been determined that her insurance did make a payment for the 01/12/2024 date of service. Unfortunately, we never received the Explanation of Benefits from the payer and so the funds were never applied to Ms. ******** account. We were able to locate the payment after a thorough investigation and have updated it accordingly in our system. A refund check was generated today (4/17/24) and will be sent to the patient via mail. Please allow 5-7 days for the check to arrive. We apologize to Ms. ****** for any inconvenience this has 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.

  Customer Answer

  Date: 04/23/2024

  I have still not received the refund and am requesting that this case be re-opened and stay opened until I have received the refund.

  The April 17 response from Advanced Radiology stated I would have the check in 5-7 days.  As of today April 23 (day 6), I do not have it.

  Please reopen this case.

  The response from Advanced Radiology makes no sense.  If they had not received an EOB from the insurance company, they would have either refiled the claim or billed me for the remaining balance.  They would not have just 'done nothing' as seems to be implied in their response.

  Plus, their response to this case contradicts what I was told when I last contacted them on March 19 (which contradicts what I had been told on other calls).  

  Thank you

• Initial Complaint

  Date:01/24/2024

  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 had mammogram screening at December 28, 2023, for this screening mammogram my insurance paid advance radiology $302, but the mammogram was recalled, at 01/24/2024, I had an appointment in the advance radiology for recall diagnosis mammogram, I paid $511 out of pocket for diagnosis mammogram and ultrasound, I had recall experience before, I dont have real problem on my breast just dense tissue hard to see, I have asked the technician to press hard for my tissue but still recall this time, at this appointment, I had bad experience with the staff there, registration and technician, the only thing I feel they just asking money, no money, no exam, later, my diagnosis mammogram was cleared, then I have to forced to do the ultrasound to confirm, I been told if diagnosis mammogram clear I dont need ultrasound, I can have refund after, but they want all my money dont want to refund me. after the ultrasound they still not find anything wrong, finally, my mammogram is negative, this is my 3rd time recall in my past 8 years screening in the advanced radiology. Every time I paid twice, I think this is the way they can make more money, because insurance pays and patient pays as well, I really doubt their technicians skill to provide the clear imaging, and radiologist skill to diagnose, the radiologist even not talk to me at all at this recall, just 2 technician told me the results for diagnostic mammogram and ultrasound results, I am asking they reimbursement me the cost of $511, why I have to pay twice for a negative mammogram and the cost is so expensive? I will never return to advance radiology anymore! Please share my experience to other patients.

  Business Response

  Date: 02/20/2024

  This communication is in response to the referenced complaint. We have reviewed all aspects of the grievance and summarized our findings below. 

  Ms. ***** was seen at Advanced Radiology in November 2022 for a screening mammogram. This service was covered 100% by the patients insurance benefit plan as a preventative service. The results of this mammograms were abnormal,recommending additional imaging. Ms. ****** referring physician then ordered a Diagnostic Mammogram and breast ultrasound (if indicated). The results from the Diagnostic mammogram indicated that the finding from the previous screening mammogram had dissipated and there were no additional findings. ******************** processed her Diagnostic mammogram to her Deductible/Coinsurance in the amount of $277.23

  
  In December 2023, patient returned for her annual screening mammography. Similar to her visit in 2022, there was an abnormal finding, however, in a different area, recommending the patient return for additional imaging. Again, Ms. ****** screening mammogram was covered 100% by her insurance as a preventative service. Additionally, her referring physician ordered Diagnostic Mammogram and breast Ultrasound (if indicated). The results of this exam indicated the previously identified abnormality had dissipated. In addition, we performed a breast Ultrasound on the area of focus and found additional findings not seen on either mammogram. ******************** processed her Diagnostic mammogram and Breast Ultrasound towards her Deductible/Coinsurance in the amount of $564.45.

  
  As a provider of services, we perform exams as ordered by the patients treating physician. Ultimately, ******** had the option to decline the services ordered by her treating physician,however, continued with the service and provided her insurance information. The costs associated with her exams is a contracted rate decided by her ************ the event that patient has any questions regarding her out of pocket cost of her services, she can reach out to her insurance. Additionally, if Ms. ***** does not feel that the services rendered were necessary, this is a discussion she should have with her referring physician.

  At this time, it is our stance that Advanced Radiology, the provider of radiology service(s) ordered by Ms. ******* treating physicians, has committed no wrong doing.

  We apologize for any misunderstanding or miscommunications. 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, to ensure we are providing a thorough review of your grievance and providing an educated response.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21191782
  
  I am rejecting this response because:

  First , according to advance radiology response, there was a physician order for my test, however, I never have physicians order, I called the advance radiology December 2023 for mammogram screening test because my insurance cover 100% for screening test, after the test, I received the recall from advance radiology, the radiologist asked for additional testing, please see attached documentation, then I made appointment for diagnostic mammogram. No ultrasound appointment.

  Second, on 01/24/2024, I been charged $511 for copayment, including diagnostics mammogram and ultrasound costs. I refused to do the mammogram because the cost, the registration called a technician to talk to me, she threat me that if I dont do the diagnosis mammogram, my mammogram will be incomplete forever, then registration told me if I dont do ultrasound, they will give me refund for ultrasound cost, so I been forced to do the diagnosis mammogram, the results was negative, then a technician approached to me asked me to do ultrasound test to confirm the diagnosis mammogram, I dont understand why diagnosis mammogram is negative why still need ultrasound? I refused the ultrasound, she treated me again, my mammogram will be incompleted if I dont do ultrasound. I been forced to do the unnecessary tests and responsible for the test costs , it is inappropriate, advance radiology wants to make more money, not only from insurance, but also from patient. I have attached the results the radiologist wrote, the comparison said 07/28/2023, my test date was 12/28/2023 not 07/28/2023, even they can enter a wrong date, I doubt their accuracy for my tests.
  
   I paid $866, for a negative mammogram. Including my insurance payment and my payment, it is unacceptable, I need refund.
  
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 02/20/2024

  Please see attached document, they entered a wrong date of my exam. 07/28/2023, not my exam date , my exam was done at 12/28/2023.

  Business Response

  Date: 02/21/2024

  Due to not having a secure connection and a signed release from the patient we are not able to provide the documentation to support the medically necessity of the services that were ordered by her physician that  Advanced Radiology performed. 

   

  If the patient would like to reach out to her referring physician to validate if the services were ordered by their office, or the  Advanced Radiology ************** she was seen at, she has every right to do so. Unfortunately, we are legally unable to discuss this matter further due to ***** and other policies.

   

  In response to the patients recent rejection, I can only advise and educate her on what I can see in our system. All mammogram and ultrasound services were ordered by her referring physician, not our radiologist. They were medically necessary to be performed based on findings from the screening exams. Additionally, "dense breast tissue" is not an abnormality, it is a classification of tissue and not the "reason" for call back. Maryland has a state law that we notify every patient of their tissue after every mammogram. Additionally, we are not able to performed Diagnostic testing without an order and therefore can support the services that we performed.

   

  Ms. ***** has every right to decline services she does not feel is necessary and at no point would be forced to have a study she declined.  Advanced Radiology must maintain compliance with regulatory processes and protocols. Regardless of the results of an exam, if the services were performed, we need to be reimbursed for those services rendered. Also, out of pocket expense and contracted rates are decided by the patients insurance, not by Advanced Radiology.
  

   

  It remains our stance that Advanced Radiology did no wrong doing and  no refund is warranted. As previously advised, if the patient has any further grievances, to reach out to her referring physician or her insurance. Advanced Radiology is the provider of services that were ordered and have no bearing on the results of those exams or the patients out of pocket expense.

   

  Additionally, if the patient would like a copy of her medical record with ********************, she can reach out to the imaging center and sign a release. If she would like to discuss this record, she will need to do so with a clinician on site.

   

  Again, any further discussion regarding the patients medical record cannot be discussed via ******************** platform. 

   

  Thank you,

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21191782
  
  I am rejecting this response because:

  advance radiology keep lying, I dont have doctors order, I went to advance radiology every year for screening mammogram since 2015, because my insurance paid the screening cost. I just went to my patient portal from my primary care doctor, she did not order those mammogram. There is no doctors order, I have go to recall diagnosis mammogram because the radiologist said I needs additional exam, so I made appointment for diagnostic mammogram, not doctors order, I am asking why diagnosis mammogram was negative, why advance radiology forced me to do ultrasound, I refused ultrasound, technician thread me they will put my mammogram as incomplete status, why? If they dont refund me and at least refund my ultrasound cost, please post my experience on the website, I am not accepting this resolution. I am contacting my primary to confirm she did not order this mammogram. I will  provide more evidence if I got response from my doctor.
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 02/22/2024

  I just found this note from my patients chart. It said ****** from advance radiology called  to request diagnostic mammograms from my doctor at 01/23/2024, my recall appointment was 01/24/2024, it means the advance radiology call a day before to cover their request. I called advance radiology at 01/06/2024 to schedule the appointment on 01/24/2024, because I saw the recall note at 01/06/2024, from advance radiology patients portal, at that time there is no doctors order, they contact my doctors office to ask for order at 01/23/2024 to cover them, this is a lying, please keep investigating this issue. It is not acceptable for their response. Refund needed! 

  Customer Answer

  Date: 02/22/2024

  I did not make any appointments for breast ultrasound, they added the test at day of recall appointment for diagnosis mammogram, and lying to me if I dont do ultrasound at end , they will refund me ultrasound cost, at end they force me to perform 2 tests, and got all the copay from my pocket, please investigate this issue, no doctors order, they call my doctors office the day before my appointment to ask for order, even I dont know, now they transfer the responsibility to my doctors office, it is not acceptable.

  Business Response

  Date: 02/23/2024

  Dear Better Business Bureau - 

   

  As previously stated, we are not legally able to discuss this patients medical record over your platform. Additionally, we have advised the patient on next steps she can take but has not done so. There is no further action we can take for this patient as we have deemed that no refund is warranted as all services performed were ordered and were medically necessary. 

   

  We are committed to creating a seamless process that promptly escalates patient inquiries through to a satisfactory resolution and when warranted, provide necessary adjustments to patients accounts. For this particular situation, there is no additional information we can provide. All necessary information that the patient needs clarification on can be obtained through her referring provider as they would be the correct party to ask these questions.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21191782
  
  I am rejecting this response because: I just contacted my provider, she did not order ultrasound, the test was added by advance radiology by the radiologist, I disagree to pay the ultrasound cost, they dont have my doctors order . 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/14/2023

  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.

  Advanced Radiology knowingly overcharged me for my CT scan October 30, 2023. It is their business model to do so- I stated at the time that my copay was $50, as I had confirmed with my insurance provider beforehand. They charged me $225 instead. When I received written confirmation from my insurance company that I had been overcharged, I reached out to initiate a refund. This refund was not initiated until I contacted Advanced Radiology by telephone on 11/8. I was told on that day that the refund would take 15 days. As of today's date- 12/14- I have not yet received my refund. I have reached out to the company numerous times only to be told that it is in process and I need to wait longer. I have requested a call back from a supervisor, but did not receive one. If I had delayed payment this long I would have been charge a late fee, however this company has been holding my money with no repercussions for more than a month. I would like the refund I'm owed. I believe this practice of knowingly overcharging people should be stopped.

  Business Response

  Date: 12/26/2023

  This is to confirm that we have fully reviewed and responded
  to all aspects of Ms. ******** complaint.
  
  Please be advised that it
  is our policy to collect an estimated cost share for procedures at the time of
  service.  Patient benefits are confirmed
  via an EDI (Electronic Data Interchange) process. The cost share information is
  requested at the time of scheduling and/or at the time of service through a
  “270” real-time connection to the insurance. 
  A “271” response is received from the insurance which provides patient
  eligibility and any out-of-pocket costs for which the patient would be
  responsible- including Co-payment, Co-Insurance, and/or Deductible. If the
  insurance returns the 271 in a timely fashion, patients are notified of their
  estimated cost share when contacting the site to schedule services.
  
  After services are
  complete and the radiology report is finalized, services are coded (CPT/ICD10)
  and submitted to the insurance carrier. 
  After processing the claim, the insurance issues an Explanation of
  Benefits (EOB) which is the most accurate source for providing the patient and
  provider with information on how the services were adjudicated. 
  
  After an in-depth review of the patient’s complaint and her
  account, it has been identified that the 271 received from the patient’s
  insurance on the date of service (10/30/23) showed an amount to collect of $229.50.
  Ms. ****** called on 11/8/23 requesting a refund. At this time, we had not yet received
  payment from Ms. ******** insurance. The claim was processed by the insurance
  and payment was received on 11/17/23. The patient called again on 12/1/23 to
  inquire as to the status of her refund. The refund was initiated and a check
  sent to the home address we have on file for the patient on 12/8/23. Please
  note that it may take 5-7 business days for payment to be received via mail so Ms.
  ****** may not have received the refund check at the time of her complaint
  (12/14/23).
  
  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 apologize
  for any delay in resolving this inquiry and greatly appreciate your assistance
  and cooperation in achieving a resolution.

  Customer Answer

  Date: 01/03/2024

  
  
  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:09/18/2023

  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.

  Advanced Radiology is deceptive in its billing practices. They are hoping to obtain more money than my insurance has contracted with them firstly. My bill for 10/27/22 MRI is $1500.00. My ***** medical insurance uses ************ to take care of xray and MRIs. They contracted amount from them is $625. AR repeatedly put in the wrong codes on my bill. It was supposed to be high risk of cancer and family history. They put those codes in with the insurance to get approval for the procedure but in billing did not do this. Repeated bill have been received from AR for the $1500 including a final bill and will be sent to collections threat. After each bill I have called and talked to people who have told me they will resubmit correctly. Never happens. I called my insurance, ***** and they resubmitted the bill with the correct codes. AR responded and said they were resubmitting but it came from the insurance. Another month has gone by I keep calling and they had me send a copy of the new EOB to them which I attached on this form. It says it has been paid. Called AR back. They said they never submitted it. AR is absolutely the worst organization I have ever dealt with. They have now sent me another bill for $1500. That should never have happened. Extorting money from sick people is evil. The bill should have been $625, the negotiated rate. I want this resolved NOW! I paid my copy to them of $78.75 at the time of service. They actually owe me money which I will never see since my portion of the bill was less than that.

  Business Response

  Date: 10/20/2023

  This communication is in response to the referenced complaint.
  We have reviewed all aspects of the grievance and summarized our findings
  below. 
  
  First and foremost, Ms. ****, I sincerely
  apologize for the delay in getting this response to you.
  After thorough review of Ms. ****'s
  10/27/2022 DOS, it was found that the patients Insurance NALC ***** denied her
  services as patient responsibility due to Non-covered benefits. We do have an
  authorization on file for the service performed, however, the insurance did not
  process this claim as if the service was authorized. 
  
  I verified the coding on the claim was
  accurate based on the interpretation of the radiology report and the
  appropriate  ICD10 codes for  High Risk screening MRI is
  Z12.39-Encounter for other screening for malignant neoplasm of breast,
  Z80.3-Family history of malignant neoplasm of breast, which we both appended to
  the claim billed.
  
  An in depth review found that it is the
  insurance that has different diagnosis codes listed for the patients’ medical
  necessity in order for the exam to be covered.
  
  Please be advised that our coding engine and certified coders,
  only code from the radiology report and do not have access to the payer to
  check what ICD10 diagnosis codes they authorized for medical necessity. I determined
  from the patient medical records on file that there may be a different ICD10
  code combination that NALC ***** authorized in order for reimbursement. 
  
  I recoded the claim and filed it back to the insurance. Claim
  processing takes roughly 30-60 days.  At this point, however, we are past
  timely filing and appeal limits and this claim will likely deny. I have tasked
  Ms. ****'s account to our refund and adjustment management team to have her
  10/27/2022 adjusted to $0.00 and a refund of her time of service payment as a
  courtesy. A zero balance statement will be issued to the patient to the home
  address on file.
  
  In the case that Ms. ****'s insurance adjudicates the claim and
  there is a patient responsibility for patient cost share (Co-insurance, Deductible,
  Copay), we will issue a statement to her at 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 and tracking those inquiries through
  completion.
  
  We apologize for any delay in resolving this inquiry and greatly
  appreciate your assistance and cooperation in achieving a resolution.
  
  Regards,
  Laura ****, RCC
  Quality Assurance Manager

• Initial Complaint

  Date:08/29/2023

  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.

  Not long ago I filed a complaint re: 2 refunds due me. After contacting you I did receive just ONE refund. Still need refund for 04/26/23 visit. My insurance paid this balance. I am due $21.71. Receipt #HZ-53225-2041956815. Need your help again.Thanks, ******* ***********

• Initial Complaint

  Date:07/30/2023

  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 scheduled a ** Scan as ordered my PCP, Dr. ******* Upon scheduling the appointment I was told that my Insurance (CareFirst) was going to be accepted, however I owed $497.00 at the time of the visit in order to be seen. I called my insurance company (*********) and they were helpful in trying to reduce my out of pocket cost for the ** Scan. Unfortunately, I was instructed to pay the money with an additional letter of medical necessity from my doctor in order for the claim to be considered at a reduce cost. I followed those instructions, I paid the $497.00 gave Advanced Radiology the letter of medical necessity, completed my appointment on June, ******** Approximately 2 weeks later I was contacted by my insurance company on July 5, 2023 stating the news that the ** Scan visit was being covered at a better rate of a $60.00 copay, the insurance representative stated that their system indicated that the payment on the claim was made and that I should contact Advanced Radiology that coming Friday (07/07/2023) to get my refund of $437.00 (the amount owed after the $60.00 copayment). I called Advanced Radiology on Friday, July ****** the Billing ***resentative stated that they did receive payment from my insurance company and that I would have to request to expedite my refund as per their internal process because they don't look for refunds owed out until a period of 3 months has passed. In other words, their system ***** through accounts for refunds every 3 months. I was told that my request for my refund had been processed and that I should get it in 15 business days. I called to follow up on the refund on July ******* where I was told it would be 30 business days, the Billing *** denied my request for this to be escalated, lied to me about the amount of time per call, and hung up on me. I called again on July *******, the Billing *** told me that I wasn't able to get the refund until August 18th, 2023 and there's no way of getting this handled any faster.

  Business Response

  Date: 08/04/2023

  This is to confirm we have fully responded and reviewed all aspects of Mr. ******* 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 ******************** 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. The amount requested to collect by the patient is provided by the insurance.
  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 Mr. ******* account, Mr. ****** overpaid at TOS for his 6/22/2023 date of service in the amount of $419.37.
  
  I have reach out to the patient to discuss how his account was handled and have sincerely apologized for the miscommunications and treatment he received.
  
  I provided this account to multiple members of executive leadership for review so this complaints like this do not happen again in the future.
  
  Mr. ******* demographics were updated to reflect the correct address and phone number and I also requested an immediate refund via check. I advised Mr. ****** I would be out of the office and if there is any issues with the receipt of his refund to call me and I would assist in getting this issue resolved to its entirety.
  
  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 greatly appreciate how you worked with us on this complaint and sincerely apologize for the delay in receiving your refund.
  
  Kind regards,
  
  ***** ****, RCC
  Quality Assurance Manager