Complaints

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

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Advanced Radiology has 31 locations, listed below.

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  Advanced Radiology

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

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  Advanced Radiology

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

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  Advanced Radiology

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

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  Advanced Radiology

  8601 Veterans Hwy Ste 100 Millersville, MD 21108-1571

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  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:07/16/2023

  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 April 29 2023 I had an MRI done at Advanced Radiology *************************. I was told my out of pocket copay was $525 which I paid with a credit card. An insurance claim was filed for services rendered to ***** (my insurance company). I received my EOB from Cigna @ May 8. ***** covered the services at 100% and paid Advanced Radiology $525. I was told my patient responsibility was $0 and thus I would be owed a refund.I have called Advanced Radiology 3 times to request my refund: @ mid May, mid June and mid July.I have been told by billing representatives that my requests have been documented but that (in July) "no one has elevated the request for further review". I have been told that (in July) "a manager would get back to me". I have been told (in June) "I should receive my refund in approximately 14 business days". I have been told (in May) "upon review of my account, if ******************** determines that ***** has paid them based on the claim that was submitted for services rendered that I would receive a refund".I am getting the run around. Advanced Radiology has been paid twice for services rendered, once by me and again by my insurance company. I would like to receive the refund (in full) for which I am *******'s also the principle of the matter. If the situation were reversed and I owed Advanced Radiology, I would be receiving billing statements and phone calls in an effort for them to receive the money owed to them.Why is it so difficult for me to receive the refund (in full) for which I am owed?

  Business Response

  Date: 07/27/2023

  This is to confirm we have fully responded and reviewed all aspects of Ms. ******** 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.
  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, ********************** responded on 4/29/2023 that there was still a remaining deductible owed of $573.72. The cost of the exam per our contracted rate with Cigna is $525.00 which explains why the system generated that the patient owed $525.00 at ***.

  
  The patients insurance has historically processed her claims towards deductible on 3/31/2023, 5/15/2023, and again on 5/26/2023. There was no way of knowing that the 4/29/2023 DOS was not going to process towards the deductible, resulting in the *** payment request. Patient also paid an additional $40.58 for her 5/15/2023 DOS for the same insurance response of deductible owed.

  
  On 5/8/2023 we received the insurance adjudication indicating that there was no PR owed for this DOS. Typically, accounts with credit balances with no pending claims will be refunded by end of month. Due to the patient having other pending claims with the insurance, the system did not trigger an automatic refund as to not refund monies to the patient that may be owed.

  
  As part of my review, it was found that part of her payment of $525.00 from 4/29/2023 was applied to her 5/26/2023 Date of service changing the amount to refund to the patient to $265.34 which was refunded on 7/19/2023.

  
  When a patient contacts the billing office requesting a refund review, the expected turnaround time for completion is 15 business days and it is apparent we did not meet this goal. 

  
  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.

  
  I have provided my feedback on the timeliness of this refund back to leadership teams for further research into workflow processes.

  
  We greatly appreciate how you worked with us on this complaint and again apologize for the delay in refunding your overpayment.

  
  Kind Regards,

  
  ***** ****, RCC
  Quality Assurance Manager

  Customer Answer

  Date: 07/27/2023

   
  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,
  
  ****** *******