Complaints
This profile includes complaints for Raleigh Radiology, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/26/2024
Type: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 in the Hospital for a mini-stroke and was treated on 8/13/2023 by Raleigh Radiology. My UMR insurance paid ********* to all the ******** bills for my treatment. Raleigh Radiology never sent a bill to my insurance company and sent the bill to the ************** Services IMC in PO BOX ******, I was paying all my bills for ******** from the treatment. I got a bill from CMRE for $1,000+ on a ***** so I called them and was told they are a debt collector. I was told CMRE that I never got a bill from Raleigh Radiology about the debt so I called my insurance to inform them about the ***** ** UMR agent called Raleigh Radiology with me on the phone and told them they never got the bill and it wasn't filed. I believe that call was in November 2023. I have been told by my CMRE that my claim was submitted for refund #******. I spoke with Raleigh Radiology about **** telling me to get my refund back from and still, I was told it was filed to be refunded that was at begin of February. Friday 23,2024, I spoke with **** and explained the situation about waiting on my refund and told me my insurance was paying the bill and told her that I still haven't gotten my refund back from Raleigh Radiology, and She was supposed to get a financial agent to call me back and never hear back from anyone. The photos are what URM paid and the money that I paid to CMRE. Please speak with UMR to have them send the information that I might have missed. The agent called both CMRE, ******** and Radeigh Radiology with me on the phone.
Business Response
Date: 03/06/2024
Hello,
Our billing team has confirmed that a $203.00 refund check was generated on 2/28/2024. This check was mailed on 3/1/2024 to the address provided in the original complaint. We apologize for the delay in our corrective action and hope this matter is considered resolved upon the receipt of the refund check.
Warm Regards,
Raleigh RadiologyInitial Complaint
Date:09/22/2023
Type: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.
********, 1 of the *** Technicians purposely antagonized me to cancel the ***. She informed as i was getting on the machine that the order was just changed last minute and then she started saying a bunch of medical jargon, I am not a doctor and all i know is I have back pain and trouble going to the bathroom. ******** claimed that she couldnt get a hold of my doctors office when she called earlier, but I got a hold of them just fine. ******** wanted to know why i was getting an *** done on the abdomen. I had to explain to her that I already had a sonogram done in another state and that there was so much gas they couldnt clearly see my organs. All of this shouldve been worked out with my doctor before i got there, as they had the order for weeks! So I took a day off of work for nothing, since I couldnt get my *** done today and rule out Cancer with my doctor. *** I have to reschedule and take another day off of work! ******** is a disgusting human being! She kicked me off of the machine simply because I was questioning her and asked if I could call my doctor to make sure that the right *** was being done. I would like to be contacted by someone in management about this!Business Response
Date: 09/22/2023
This patient incident was escalated internally minutes after the patient left following the events that transpired.
The patient had been scheduled for two distinct *** exams, one of which was mistakenly prescribed by the referring physician. Before the appointment, we made two ******* attempts to reach out to the ordering ****** in order to rectify the incorrect exam request; unfortunately, our calls went unanswered. It's important to note that ***s are not equipped to detect the specific abnormalities for which the initial exam was ordered, necessitating a CT scan instead. The *** we were prepared to proceed with was exclusively tailored to examine the adrenal glands, as mandated by legal obligations that dictate we only conduct scans in accordance with the orders provided to us.
During the examination, we typically gather as much background information from the patient as possible, as this information assists our radiologists in interpreting the images effectively. However, when the patient was asked about the purpose of the adrenal scan, the situation escalated, with the patient abruptly leaving the *** table and approaching our technologists while speaking loudly. Despite multiple attempts to de-escalate the situation, the patient maintained that they were not yelling but rather being assertive.
In an effort to resolve the situation and ensure we conducted the most accurate scan possible, the technologists offered the patient the opportunity to return to their cell phone to contact their doctor's ****** for clarification on the exam order. This was not meant to eject the patient from the *** machine but rather to facilitate a resolution to ensure the correct anatomical area was scanned. This aligns with our standard practice when a patient disputes an order since we can only perform an exam based on the order provided and lack the authority to alter it. Furthermore, the technologist also extended an invitation for the patient to discuss the matter with our supervisor, who later reported encountering a similar assertive demeanor from the patient.
The patient eventually admitted that their frustration stemmed from their provider's erroneous orders. They were able to reach their provider, but the provider was uncertain about the correct exams to order. To address this, we enlisted the assistance of one of our radiologists to communicate with the referring provider and guide them in ordering the appropriate exams. Regrettably, the patient opted not to wait for this process to unfold and expressed their intention to return once the referring ****** had sorted out the issue.
It's crucial to reiterate that we can only conduct scans based on the orders we receive and strive to identify and correct any inaccuracies in a timely manner. However, in some cases, errors in orders may not become apparent until we engage with the patient directly. Despite our diligent efforts to contact the referring ****** in advance, we were unable to do so. We were also prepared to wait for a verbal order from the ordering ****** and proceed with the exam accordingly. Unfortunately, the patient left before our radiologist had an opportunity to communicate with the referring provider.
We place a high value on our patients' time and needs and are dedicated to providing the best possible imaging services.Customer Answer
Date: 09/23/2023
Complaint: 20638622
I am rejecting this response because:
This is completely false, I did not leave the machine, i was kicked off of the machine by the MRI Technician named ********, She lowered the machine down and stated that she was not moving forward with the **** Scans. If there is any video footage in the trailer, it would prove that.********, the MRI Technician (I was never given her last name) advised me as I am getting on the table that the order was changed this morning and started rumbling off a bunch of medical jargon talkin about lipids, adrenal glands and kidneys, this was done in an attempt to patronize and confuse me. I had no idea what she was talking about and never heard kidneys or adrenal glands mentioned for testing before that day. I have common sense and didnt need to go to medical school for that, the tests were supposed to be for an MRI of the abdomen and chest, so naturally I wanted to make sure the right test was being done so that insurance didnt pay for a WRONG test. I simply asked if i could contact my doctor to confirm the right test was being done and ******** had a problem with me questioning her and calling her out for not getting this all straightened out before I got there.
Raleigh Radiology did not attempt to continue with the **** Scans, it was ended and ******************************* (the office manager, a different ********) told me I would have to schedule another appointment. Raleigh Radiology is claiming they were not able to get a hold of my ************** which is a complete lie because my doctors office confirmed that they spoke with Raleigh Radiology at 11AM. My *********** notated that in their system and they can be contacted at ************ to confirm this. So if the order was changed and they spoke with my ********** all ******** had to do WAS HER JOB AND DO the MRIs and CT Scans, instead she wanted to confuse me and manipulate the situation so that she could cancel the tests being done.
ANY INFORMATION that Raleigh Radiology needed (such as the sonograms i had taken previously), they could have contacted me in advance like they did for the onboarding process, which was done before i got to their office. I took off time from work for this and I have every right to be upset. Raleigh Radiology had this order for weeks in advance and its obvious they did not look at the order until last minute. Bottom line is Raleigh Radiology cancelled my MRI because of their negligence of not getting all of the information needed for the order in advance and waiting until the day of Scans to get the information needed.
I am a man, not a poodle, so i spoke to them in an assertive tone, however i was respectful and never once cursed, yelled or threatened any one, this is peoples lives that they are playing with. I have every right to be upset with my health in question, as their negligence and poor professionalism is now delaying possible treatment and care. I still have yet to be contacted by Raleigh Radiology to reschedule my appointment!
*********************************Business Response
Date: 10/02/2023
We would like to apologize for any confusion that *** have occurred during your first visit with **. While mentioning the adrenal gland *** have caused some confusion, it was prescribed by your ordering provider to be preformed; this exam does cover you abdomen, but the reason for the exam gives us insight for what we focus on and gives our radiologists an understanding for the exam.
Normally, we do not contact patients to request their past medical history or imaging records prior to the exam as the referring doctor's ****** is responsible for sending this information along with the order. However, there are instances where the doctor's ****** fails to include the necessary information. To avoid any confusion, we ask patients several questions upon their arrival to ensure we have a clear understanding of their medical situation. This information is then forwarded to the radiologist. While mentioning the adrenal gland *** have caused some confusion, it was prescribed by your ordering provider to be preformed. The reason for the exam gives us insight for what we focus on and gives our radiologists an understanding for the exam. As an independent imaging center, we face the disadvantage of not having access to your complete medical history or previous exams. We rely solely on the information provided by your referring healthcare provider. We apologize for any confusion caused by our questioning and are working on measures to prevent this type of concern happening in the future.
Our top priority is to ensure that our patients feel comfortable and receive the best care possible. We take great care to ensure that our exams are performed correctly and thoroughly, and we always pause to gather enough information before proceeding. When there is a discrepancy, it is common to call the referring provider.
Our MRI truck has a powerful magnet that can pose a danger to anyone carrying metal or foreign objects, such as a cellphone. In order to maintain a safe environment for everyone, we must ****** patients to their belongings outside of the truck if they need access to them. Our technologist felt she was lowing the table to pause the exam and that she was following the wishes of the patient to be escorted to their personal cell phone. We apologize if this was not properly communicated.
Although we did call your doctor's ****** on multiple occasions, they did not send us a corrected order. We were able to connect with the ****** about the first exam needing to be corrected to a CT, but were not able to talk to your provider. We left messages for the provider for a corrected order. The day of this instance, even when connecting, the provider was unsure what to order. This makes it hard for us to understand what exam to perform as we are legally bound to only perform what the doctor ***************** appreciate your continued trust in us to perform your imaging. We prioritize your safety and needs as our top priority and hope that all subsequent visits have met your expectations.
Thank you for sharing your experience with us. Your feedback will help us improve our process.Initial Complaint
Date:08/02/2023
Type: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.
Raleigh Radiology keeps sending me text messages that I owe them and I do not.I wait and wait on the phone for a representative and no one comes to the phone.I have been denied the opportunity to apply for financial assistance.The financial assistance that I had has been denied.I have no idea what is wrong with Raleigh Radiology now.Business Response
Date: 08/15/2023
Thank you for bringing this concern to our attention. We have contacted the patient with a written letter to confirm our findings along with a resolution. The patient now has a $0 balance. At this time, we consider this issue to be resolved.Customer Answer
Date: 08/15/2023
Complaint: 20412934
I am rejecting this response because: I have not received such a letter. I am still being called regarding this bill.I will accept once I actually get the letter.
Also, I have not been advised how to apply for financial assistance.
I keep getting the run around when I seek to apply for financial assistance.
Sincerely,
*********************Business Response
Date: 08/21/2023
Thank you for your response. The letter and $0 balance statement were both mailed to the consumer on 8/15/23. We are hopeful that the consumer has received the documentation regarding the balance adjustment by this time.Customer Answer
Date: 08/21/2023
Complaint: 20412934
I am rejecting this response because: Raleigh Radiology refused to give me information or the address to apply for financial assistance. Raleigh Radiology offers financial assistance via an agency buthas refused to share that information with me. The financial assistance is renewed each year. The contact person that I have is no longer with Raleigh Radiology and no one will give me information as how or where to apply for 2023 through 2024.
The zero balance letter was received without any instructions of how to apply for financial assistance to take care of the balance that insurance may not cover. Thus, this may happen again.
Sincerely,
*********************Business Response
Date: 08/25/2023
Hello, today a financial assistance application as well as our financial assistance program overview documents are being mailed to the consumer. Please allow time to receive these documents. Our instructions and requirements for eligibility are included. If the consumer prefers, they may also visit our website at RaleighRadiology.com/billing to download the financial assistance application. Thank you for bringing this issue to our attention and at this time we consider this matter resolved.Customer Answer
Date: 08/25/2023
Complaint: 20412934
I am rejecting this response because: the address given to the BBB is not functional. The address is actually raleighrad.com and there is not section that refers how to apply for financial assistance.Also, since January, 2023, I have been calling Raleigh Radiology requesting information on how to apply; but no one could give me any information. I sent the completed application to the previous
employee and have no idea where my very personal information presently is. Even now I had to repeatedly ask for the financial assistance information via the BBB. One cannot get financial assistance information on the
website as suggested. As of yet, I have not received the financial assistance forms via ***** All this agency had to do was to email me the financial assistance form via email as I have requested many times at ****************************.
RaleighRad.com does not even make the public aware that there is financial assistance offered. It is my position that I may never receive this packet to complete for financial aid from Raleigh Radiology and the availability of this information is not online.
BBB thank you so very much for your help. You may close this case or wait until I acknowledge receipt of the financial assistance documents for me to complete. My preference is the latter.
Sincerely,
*********************Business Response
Date: 08/28/2023
We apologize, the *** provided for our website was incorrect. To locate Raleigh Radiology's financial assistance information, please visit raleighrad.com. Once you have arrived at the home screen, there are 7 dropdown options near the top of the screen and next to the "search" bar. Please click on the "Patients" dropdown arrow. Of the 6 options provided within the dropdown box, please select the bottom option which is "Billing & Payment Information". Upon arriving on the "Billing & Payment Information" page, scroll down and on the left you will see our "Financial Assistance Eligibility" and "Financial Assistance Application" documents. Both are available to download, print, and mail back to the address on the application. Financial assistance information was sent via mail on Friday 8/25/23. For assurance and per your request, we have emailed the financial assistance PDF documents to the personal email address provided *********************** Thank you again for bringing this matter to our attention.Customer Answer
Date: 08/28/2023
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.After over 11 months, Raleigh Radiology has finally sent me the financial aid assistance application.
Sincerely,
*********************Initial Complaint
Date:09/19/2022
Type: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 from Raleigh Radiology for $47.55 back in July that I paid online on July 25th through their 3rd party online payment company “doxo.” Today (September 17th) I received a letter from a collections company on the behalf of Raleigh Radiology for the $47.55. I have email proof that I can send showing where this debt was paid back in July. I want this to come out of collections immediately, as I take my credit rating very seriously.
The correct name for the consumer is ****** ******. This was reported to BBB on 9/19/2022 at 11:38 AM
Business Response
Date: 09/20/2022
We have contacted the patient and connected him with our new billing department. The patient is correct and has a zero balance. His credit is not impacted. We appreciate his feedback and allowing us the opportunity to correct this quickly. We believe this has been fully resolved and extend our apologies for this experience.Customer Answer
Date: 09/21/2022
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,
****** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.