Complaints

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• Initial Complaint

  Date:08/13/2024

  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.

  In March 2024, I had 2 visits at Advanced Radiology for sonograms. On 3/11/2024, I paid $157.77. On 3/19/2024, I paid $159.15. My insurance company paid both claims in full which resulted in refunds being owed to **** received the refund for $157.77 but I did not receive the refund for $159.15. When I called on 5/13/2024, I was advised that they did not see that they received the payment for $159.15, however, I was indeed charged for it. I provided proof of charge being paid.I called on 6/27/2024 and was advised that they never received my email in May. I sent another email that same day with proof of payment. I called on 7/10/2024 and spoke to ****. I was told that they had to research and that it could take 20 days.I called back on 7/29/2024 and spoke with ******* and she told me she would have the refund processed and it would take 3-5 business days but that she would call me back once payment was sent out. I never got a call back or a check in the mail.I called again on 8/12/2024. I was advised by **** that the refund of $159.15 was applied to dates of service 8/17/2022 and 9/8/2019 as there were balances. I asked to speak with a supervisor. I spoke to *** ******** who then told me that nothing was owed for 8/17/2022 and my insurance company paid but that I owed a balance for 9/8/2019 date of service. I told her that I paid on that date of service and she confirmed what I paid but that my insurance company did not pay the rest and they sent me a bill. I never got a bill.They took my refund and applied it to an old date of service that is nearly 5 years old. The statute of limitations for medical debt is 3 years in ********. They didnt do that to the refund for my 3/11/2024 date of service but somehow did it for the 3/19/2024 date of service. This issue has been ongoing for 3 months. Applying a payment to an old debt beyond the statute of limitations is illegal and unethical. I want my refund that I am owed.

  Business Response

  Date: 08/26/2024

  We are still researching Ms. ******** detailed complaint. It has been sent to appropriate levels of management for research to ensure we can provide Ms. ****** the most accurate information surrounding her complaint. We need additional time to gather additional details before responding. Thank you.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22131784
  
  I am rejecting this response because:

  I want an immediate resolution of this matter. Advanced radiology has had 3 months to resolve this matter. Each person that I spoke to since May has provided me with a different response regarding the issue. There is no consistency in the messaging and there is a clear lack of policy with their employees on how to resolve these matters. 
  

  Advanced Radiology failed to take this matter seriously. I called in repeatedly to address this issue, even after being told the refund check would be sent to me at the end of July. Now they are going back on their word. Not only that, what they did was a violation of the statute of limitations. 
  

  I would like to receive the refund that I am rightfully owed. I would hope that this matter can be resolved privately. 

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

  Business Response

  Date: 08/30/2024

  After thorough research of *** ******* account, we have found *** ****** was sent to the collection agency for the following dates of service:

  1/21/2019 DOS for $177..64, [Statements from Advanced Radiology were sent on 3/29/2019, 5/1/2019, 7/22/2019, and 8/21/2019. This account was then sent to collections]

  9/8/2019 DOS for $512.80, [Statements from Advanced Radiology were sent on 9/17/2019, 10/17/2019, 11/18/2019, 12/18/2019 and 1/17/2020. This account was then sent to collections]

  7/27/2022 DOS for $17.05, [Statements from Advanced Radiology were sent on 12/15/2022, 1/14/2023, and 2/13/2023. This account was then sent to collections]

   

  As of today 8/30/2024  *** ****** has an outstanding collection balance totaling $339.28

   

  After *** ****** was sent to collections, any future correspondence related to those dates of service would have come from the debt collector.

   

  The Maryland statute of limitations indicates there is a 3-year limit on asking the court for a judgment on the debt that is owed. It does not prevent the person, agency or organization the debtor owes money to from collecting on the debt as long as the collector is within the law as outlined by the state of Maryland. The debt is not dissolved or eliminate after the statute of limitations has ended as the debt still remains. Any payments received by the person, agency or organization will be applied to any past due debts.

  
  
  In our review of the refund issued to *** ******* it was identified that the refund she received for her previous date of service, should have in fact been applied to her outstanding balance. We apologize for the confusion *** ****** has experienced due to missteps on our part regarding erroneously refunding *** ******* and also for miscommunication and failed call backs during *** ******* customer service experience.  We have communicated and educated all members involved on both teams,and will continue to educate our teams to ensure the frustrations *** ****** has experienced will not occur again.     

   

  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.  

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22131784
  
  I am rejecting this response because:

  Advanced radiology is arguing that I owe a balance, but has never sent me notices collecting on an outstanding balances. When I spoke with the supervisor Ms. ******** on 8/12/2024, she advised that there was no balance due. She advised that there was a balance of $190.57 that was written off. So how is that now the business is telling me something completely different than what I was told on the phone. Furthermore, if the balance was written off, then that means that Advanced Radiology likely sold the debt to a debt collector. I have never been contacted by a debt collector regarding this matter. If the balance was written off and sold to a debt collector, the balance would be owed to the debt collector and not Advanced Radiology as the debt collector would have negotiated a price to purchase the debt. Even if Advanced Radiology contracted a vendor to collect on their behalf, again, I have never been contacted by a debt collector regarding this matter.

  Additionally, I have had multiple dates of service with Advanced Radiology since 2019 and they never informed me at the time of service, nor in writing of any outstanding balance. Now after realizing they issued a refund back in May, they decided to do an internal revue and come up with an explanation to justify the poor and unethical handling of this situation. 

  There is no consistency in the messaging. Here it is again, they are providing me with a different response than the other 4-5 other people that I spoke with in their organization.

  An apology does not cut it. Its nothing but a canned response to justify the poor actions on their behalf. 
  

  A refund was promised by ******* on 7/29/2024 and that is what I expect to receive. If as a business owner/organization you tell a customer that you are going to do something, you need to honor what was advised instead of back tracking. This is a customer service issue that they refuse to rectify. 
  

  I am disgusted at the mere fact that I may still potentially have to deal with this organization as so many insurance companies, medical facilities and providers are in network with them. 
  

  I am 31 weeks pregnant and high risk and I shouldnt havent to be fighting this when I am about to deliver in a month. 

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