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:07/18/2023

  Type:Customer Service 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.

  Last week I made an appointment for my son (**** *******) with the Patuxent Imaging center in *************************. I am disgusted. Saturday 7/8 he had the unthinkable happen to him and needed this MRI so that we can move forward in his healing. The appointment was for 7/18 at 3pm. My wife and my son got there, only to be told that there was no radiologist on staff today and it would need to be rescheduled. They claim to have called to reschedule on Friday but that is not the case... In fact my son got texts about his appointment as soon as today!!!!!!!!!! My wife took PTO from work and they went there today and now she needs to take more to go 30 miles away next week! What a poor way to run a business! and you all wanna charge me $609 up front for the appointment. The only imaging place that does this... You all should charge nothing since its now costing me more just to get there!! Horrible and w/ no empathy towards people at all

  Customer Answer

  Date: 07/19/2023

  I am not sure what you mean by receipt. There has been no payment made yet... I am glad that I get to type more bc after my wife and my son both lost a day of pay to get this done yesterday w/ no warning that they couldn't, we made another appointment at another location 30 MILES AWAY! Then today we actually got a text message with instructions to call a number TO RESCHEDULE THAT APPOINTMENT. My son had a life threatening seizure happen to him. Now my wife and my son have lost a days pay and will lose another + gas to go to another location next week... we now have a desired settlement for half the cost of the procedure. Given our losses my son should only have to pau $304.50 for this procedure. Perhaps that will teach American Radiology to not s**** over their patients (customers)

  Business Response

  Date: 07/28/2023

  Thank you for allowing us the opportunity to respond. We at American Radiology Services strive for 100% patient satisfaction and expect all patients visit to be a positive one when under our care. Unfortunately, on occasion, we fail to meet expectations that result in an unfavorable experience at our offices, as was this case. In this particular incident, there was no physician onsite to cover the exam requested that resulted in the rescheduling of this appointment. We have reached out to ******* family and have spoken to them regarding this matter and poor experience at our center and have offered options for resolution. This exam was completed on July 27th at our office.  On behalf of American Radiology Services please accept our apology for your negative experience.   

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20339852
  
  I am rejecting this response because This didnt happen once but twice resulting in loss of pay for my son and loss of leave for my wife and time wasted. I want my family to be compensated for these losses. We paid $609 up front to be inconvenienced and our plans and schedules turned around on 2 occasions my son lost an entries days pay at $17 and my wife used leave and cant get that back
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 08/14/2023

  ***** ******-****** called and spoke with me today and told me that American Radiology is issuing a full refund. Once I receive the email she said she was sending and the refund, I will close this case. Do not close until then. 

  Business Response

  Date: 08/14/2023

  As a follow up to our telephone communication with Mr. ******** I have initiated a refund request back to credit card ending in 2197 in the amount of $609.31 and adjustment of the remaining balance on the account. Please expect ***** hours for the funds to reflect on the credit card/bank statement

  Also, as promised, a follow up email communication with Mr. ******* will be sent once confirmed by our system that the refund has successfully been processed.

  Please do not hesitate to follow up with us as communicated if the funds are not received.

  Again, we sincerely apologize for your less than satisfactory experiences with our imaging facilities and hope that our efforts to resolve this matter are to your standards. The feedback you provided to us will be given to members of executive leadership and site management to provide additional education and training to the staff.

   

  All our best,

  Radnet Management 

  ***** **** - ***************** Manager and ***** Yancey ****** - Vice President of Operations

  Customer Answer

  Date: 08/14/2023

   
  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,
  
  ***** *******

  Customer Answer

  Date: 08/28/2023

  I would like to reopen this complaint. The business credited my card as they previously said they would but then issued me a bill for the amount.  

  Business Response

  Date: 08/30/2023

  Dear ************* I apologize that you received a bill for this after our last discussion. It appears it was a timing issue with our system. We adjusted off the balance on your account on 8/16/2023. We then received the insurance response from **** on 8/18/2023 which inadvertently systematically reversed that adjustment, generating a statement that was sent on 8/19/2023. The adjustment was reapplied manually on 8/28/2023. I have attached a new zero-balance statement to provide proof of resolution. Again, I apologize for this miscommunication and the systematic issue that resulted in this statement being sent to you. I truly appreciate your communication with us on this matter and hope that no further issues arise. As previously stated, do not hesitate to reach out to ***** for anything else you may need.

   

  Thank you,

  ***** ****, ********************* Manager

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20339852
  
  I am rejecting this response because: I feel like we wasted a considerable amount of time on this matter while also going through a traumatic period. Nobody asked for this and we all only live once, so I believe that my time is valuable and shouldn't have been spent in this way.  I feel like my time as well as my son and my wife time was wasted more than the $609 that was refunded. I would like to be compensated for my time.
  
  Sincerely,
  
  ***** *******