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:05/01/2024

  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 had some xrays taken at Excel Imaging and they were not on cds given to me. They didn&#**;t check the cds.I shouldn&#**;t have to pay for xrays.

  Business Response

  Date: 05/17/2024

  Images were placed on a CD (copy of medical report) and re-emailed to the patient residence for their records (at the above address).

• Initial Complaint

  Date:03/20/2023

  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.

  My Dr. Ordered a duplex ultra sound of my liver , and the Imaging center performed a Right upper quadrant of the liver. I tried to tell the office manager that I wanted the right imaging that my Dr. ordered. I had to go back two times and each time they added things on that they missed. I told them that this is my health. They gave me the run around. I informed them that my insurance company is not going to pay for this. They do not want to do anything about it. I have everything that was needed and what they did. I would like for them to perform the correct procedure that the Dr. order.

  Business Response

  Date: 03/28/2023

  Dear BBB:

  
  

  Thank you for contacting Excel Imaging regarding BBB complaint ID  ******** **********.  We are required to withhold privileged healthcare information, however, the discussion below should resolve the items in question.

  
  

  The complaint alleges that the ultrasound examination was not performed consistently with the physician's order.  It continues by stating that the patient had to return two times and that the company gave him the run around.  Lastly, the compaint states that his insurance company is not going to pay for the procedure. 

  
  

  Discussion:

  
  

  Patient did receive an order from his nurse practitioner working in conjunction with physician for the diagnosis of upper abdominal pain.  The order reads "Duplex ultrasound of liver Code 76705".  Duplex ultrasound refers to combination of direct ultrasonic echoes to view the area of interest as well as the use of Doppler effect to identify blood flow.  Code 76705 is described as a "limited abdominal ultrasound" most commonly identified by quadrant.  The liver, as specified, is in the right upper quadrant of the abdomen.  Specifically, in this case, the patient's right upper quadrant was examined by ultrasound.  Findings included a normal liver parenchyma, a normal gallbladder without stones or sludge, a normal common bile duct, as well as partial visualization of the right kidney and pancras.  Note that "partial visualization" is common due to overlying bowel gas and fecal matter affecting the ultrasonic echoes not being able to penetrate air or other bowel materials.  Additionally, the Doppler component of the exam identified patent hepatic artery and portal veins as well as inferior vena cava.  Normal flow was identified in all vessels.  No other procedures or abdominal quadrants were requested by patient's nurse or physician so no other abdominal regions were examined ultrasonographically.  The correct procedure was performed that the patient's doctor ordered.  Patient did not return for any additional tests and no other tests were ordered at this facility.  

  
  

  We are happy to report that the desired settlement has already been met.  In order to further clarify this case, medical records were submitted to patient's insurance company.  The insurance company paid the claim at the full contracted rate -- leaving $0.00 balance due from patient.  Had the records not met medical necessity or coding requirements, or the incorrect examination been performed, then no payment would have been made.  

  
  

  We realize that healthcare and medical coding are complicated matters.  This can cause confusion and frustration.  It is best to discuss all healthcare concerns with primary care physician who would develop an overall plan.  

  
  

  Sincerely,

  
  

  Excel Imaging and Dispute Resolution

  Business Response

  Date: 04/04/2023

  Your letter dated March 27, 2023 was received on April 4, 2023.  It appears that this has already been resolved as our reply on 3/27/2023 at 3:41 pm was processed on 3/28/2023.

  Customer Answer

  Date: 04/04/2023

  ********** ********
  
  I am rejecting this response because: I would like them to perform the proper Ultra sound that was ordered by the Nurse Practitioner, they should have done it right the first time.
  
  
  
  Sincerely,
  
  **** ********