Complaints

This profile includes complaints for Steinberg Diagnostic Medical Imaging's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steinberg Diagnostic Medical Imaging

  2950 S Maryland Pkwy Las Vegas, NV 89109-2204

  
• 

  Steinberg Diagnostic Medical Imaging

  800 Shadow Ln Las Vegas, NV 89106-4123

  
• 

  Steinberg Diagnostic Medical Imaging

  PO Box 36900 Las Vegas, NV 89133-6900

  
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  Steinberg Diagnostic Medical Imaging

  2850 Siena Heights Dr Henderson, NV 89052-4154

  
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  Steinberg Diagnostic Medical Imaging

  9070 W Post Rd Las Vegas, NV 89148-2419

  

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:03/24/2025

  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.

  I had services done back in 12/28/2023. Steinberg did not file a claim to my insurance and was billing me instead. I text steinberg ,called and went in person to advice them to file a claim. No one listened I even had an agent from BCBS call steinberg. A claim was finally filed on 1/29/25 but it was too late it was not received within the time limitations. Steinberg now has placed my account in collections. It is not my fault I don't want my credit ruined over steinberg's incompetence. Please look into this.

  Business Response

  Date: 03/24/2025

  Thank you for reaching out regarding Ms. ********* account. We understand her frustration and appreciate the opportunity to clarify the situation.

  Upon review, our records indicate that at the time of your service on December 28, 2023, the only insurance information provided was for her UnitedHealthcare (UHC) ******** plan. A claim was submitted to ***, and payment was received on January 24, 2024. However, on November 4, 2024, we received a refund request from ***, stating that she had additional insurance coverage through ********************** (BCBS).

  Unfortunately, due to BCBSs timely filing requirements and the need for prior authorization, we were unable to submit a claim to them at that point. **** allows only 90 days for claims submission, and since we were not made aware of this coverage before her date of service, we could not obtain the necessary authorization.

  When she contacted us in November 2024, we informed her of this and, on December 31, 2024, we provided an itemized statement for her to submit to **** directly. If **** has denied the claim due to timely filing, she may have the option to appeal this decision with them.

  Per SDMI policy, it is the patients responsibility to provide complete and accurate insurance information at the time of service. If correct insurance details are not available, we are unable to submit claims later due to insurance-imposed filing deadlines and authorization requirements. As a courtesy, we provide patients with itemized statements to assist in their own submissions.

  We understand this is a difficult situation, and we sincerely regret any inconvenience this has caused. If she need assistance in obtaining documentation for an appeal with ****, we are happy to provide it. 

• Initial Complaint

  Date:01/15/2025

  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.

  I received a bill in late 2024 for services completed in 2022. I had state ******** at the time and had received a prior authorization for an MRI. Steinberg billed incorrectly to the insurance causing a denial but did not send corrected billing information to the insurance for over a year again causing the insurance to deny since they didn't bill in a timely manner now in late 2023. I also never received any form of communication from Steinberg until late 2024. They are now sending me to collections for their own negligence. If this issue cannot be solved I will take them to small claims.

  Business Response

  Date: 01/15/2025

  8/13/2022 patient came in for MRI Brain & Gad $1477.00.   FACE sheet (Attached) signed by patient stated she had *************** as her insurance.  She provided her ******** Anthem card when she came in.  *************** was billed on 8/18/2022.  FACE sheet attached.
  
  9/12/2022 Anthem denied the claim due to ongoing issue with them.  They were processing our claims incorrectly under the wrong provider type.  This claim was added to the special project with Anthem.  We still have other claims today from 2022 that ****** still has not processed.
  
  On 2/6/2024,Anthem finally reprocessed the claim and denied for missing primary insurance EOB. Patient was covered under Anthem BCBS Commercial and it was active at the time of service.  They required authorization and it was past timely submission.  Per ********s rules if the patient does not provide the correct insurance information at the time of service the patient is responsible for the balance.  The patient was billed at this time.
  
  Patient was sent statements on 2/6/24, 3/7/24, 4/7/24 and 5/8/24 for $1477.00.
  
  On 5/1/2024 patient called about her account.  She states she did not have a primary insurance when she was living in Nevada and only had ********.  Patient was provided the phone number for Anthem to call and discuss since they show she had other active coverage.  They told her to call back with a reference number and persons name if benefits updated so we can verify and update our records.  The claim was put back to ******** responsibility based on her stating she did not have other coverage.
  
  On 5/1/2024 later in the day, patient called back.  She now states SDMI should have billed Anthem BCBS and she just got off the phone them.  Message was given to Anthem BCBS collector to verify coverage.
  
  On 9/17/2024 claim was transferred back to patient responsibility.  ******** still denied the claim due to patient having active primary coverage, which was not provided at the time of service.  Per ******** rules, she would be responsible for the balance.
  
  Patient was sent statements on 9/17/2024, 10/17/2024, 11/17/2024 and 12/17/2024 for $1477.00
  
  Claim was coded for outside collections due to non-payment on 12/31/2024.
  
  PFC (outside collections) sent message stating patient reached out to them to state SDMI billed the insurance incorrectly.  She stated she had prior authorization for the procedure but due to us incorrectly billing it was denied.  She states SDMI did not reach out to her or rebill the insurance until almost 2 years later, which resulted in the insurance denying the bill again.  ********************* and her attorney, **** cannot come after her for this bill at this time due to our negligence.  If the bill is not removed, she will seek legal action. (Note: authorization was for ***************)
  
  SDMI responded to PFC, the patient did not provide her health insurance only her ******** at the time of service.  SDMI could not bill since we were unaware she had other coverage until ******** denied the claim.  Once it was provided, it was past timely and authorization was required.
  

  Thank you!

  
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22809304
  
  I am rejecting this response because: When I spoke to **** they verified my insurance was not active, when I spoke to the agent I told her she should not have billed **** commercial only the ******** which was also BCBS. I spoke with them again this morning and they state there is zero patient liability. They are sending this information to the debt collector and to SDMI.
  
  Sincerely,
  
  ***** Chance

  Business Response

  Date: 01/15/2025

  We understand that the patient may feel dissatisfied with our response, and we truly regret that we couldn't meet their expectations in this instance. However, the facts of the situation remain unchanged. The test was performed as requested, and we are confident that it was completed with the highest standards of care.
  As such, the associated charges are valid and due.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair 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.

  As per the repetitive messages on the phone system, on September 24th I used the online system to schedule an appointment for a mammogram for November 29th, for which I received an email confirmation. This appointment had been reserved for a month before I was contacted by the scheduling department to let me know that their offices were actually closed on this date. This was more of annoyance than anything, since they probably should have disallowed online scheduling for this date, however I rescheduled my appointment with the representative for November 22nd at noon. I found it odd that I had not received a new appointment update, nor any notices to pre register for my appointment with now less than a week prior to this upcoming appointment, therefor I logged back into my portal and surprisingly, and now very frustrated and angry, discovered that since my conversation with the **** they (Steinberg) had moved my appointment again, this time without my knowledge or consent for December 13th. Of course, I would NOT have scheduled or consented to schedule for this date and time since this is the date for which I am scheduled to see my provider, the provider who had ordered this test! I attempted to hurriedly reschedule my appointment for the next available appointment which was not until December 6th via the online portal, in hopes that this will allow sufficient time for my test to be processed and sent to my provider for that scheduled appointment. It was also the weekend, therefor I did not have the option to speak anyone regarding this concern. I had sent a message to the "comments" email, which has gone un responded to, and I have also attempted to reach out to **** via phone to attempt to speak with a supervisor regarding this matter, however was only transferred to a voicemail. Not surprising, that call has not been returned either.

  Business Response

  Date: 12/03/2024

  Thank you for reaching out, and I apologize for the delay in responding as I was out of town on bereavement leave.

  Initially, SDMI was scheduled to be open on Friday, November 29, 2024, from 7:00 AM to 3:00 PM. However, on or around October 27, 2024, the decision was made to close the office for the day after Thanksgiving. 

  Regarding the patients appointment, on November 16, 2024, at 7:25 PM (a time when **** is closed on Saturdays), the patient used our online scheduling portal to cancel their appointment scheduled for November 29, 2024 (**** had not yet contacted the patient regarding the closure on 11/29/2024). On the same day and time, the patient rescheduled their appointment for December 6, 2024.

  We received your complaint notice on November 18, 2024, and immediately forwarded it to our call center management team. The team contacted the patient and successfully rescheduled their appointment for November 22, 2024. Since the issue was addressed and resolved by the call center management team, additional follow-up from administration was not deemed necessary.

  Ultimately, the patient was seen on November 22, 2024, as scheduled.

  Thank you for bringing this matter to our attention. Please dont hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22572011
  
  I am rejecting this response because: I do not believe that the nature of the complaint was (1) taken seriously, and (2) that it was even thoroughly looked into. It insulting to insinuate that I have falsely portrayed the timeline of events. Please re- read and review the timeline as I have posted. AFTER I scheduled my online appointment for November 29, I was contacted by a **** ***resentative on October 28th at 3:49pm, for which the call lasted approximately 1min. (this would also correspond with your timeline of when your company decided to cancel appointments for 11/29/24) During this one minute conversation,  your SDMI *** rescheduled my appointment for November 22nd at noon (or perhaps she did not, I have very little faith in the intelligence and follow through of some of your employees) I NEVER received any further correspondence or updates regarding the NEW appointment (Nov 22nd), which is what prompted ME, THE PATIENT to follow up. This happened to be on the weekend, November 16, which was accurate according to both of our timelines, however this was the time that I discovered the appointment was reserved for December 13th, which is an appointment that I had never made. The DECEMBER 13th is the appointment that I attempted to cancel and reschedule via the online portal, since there was no way that would have worked with my conflicting Drs appointment scheduled. I rescheduled the DECEMBER 13th to December 6th (since I was afraid that the longer I waited, there would be no more appointments left)  and immediately sent a emailed message, which I still have not received a response from. (not surprised, seeing how long it took for someone to respond to this formal complaint) I waited until Monday and attempted to contact **** and spoke to multiple ***resentatives (which was a painful process)  until I was finally able to be put in touch with a Supervisor of scheduling, ********. I, THE PATIENT, was the one who fought with your company and insisted to be rescheduled for my appointment on November 22nd, suggesting that you should reschedule whomever was now in that appointment spot since my appointment was given away without my consent. ******** looked into the matter and complied and stated she would further look into how/who moved my appointment without my knowledge to December 13th. ******** speculated that it was possible the appointment was moved sine the Nov 22nd would have been a few weeks before the 365 days of the prior exam. Since my insurance pays for this procedure/exam once per calendar year, and not once per 12months, your ***resentatives had no right to reschedule the appointment, especially without my knowledge. I also find it humorous that you (whoever you are, since there was no name/title provided)  blame the patient for moving appointments and list specific dates and times for which I supposedly made these transactions, and yet none of those mentioned the November 22nd appointment until your closing statement, for which admitted that you were able to "reschedule me for the original date and time". Hopefully people see right through your response as a failed attempt to cover your employees, and company's, underhanded techniques. I have also included a screenshot of the INCOMMING call for which I received on October 28th, a call you say never happened according to your timeline, at which time your SDMI *** canceled my November 29th appointment and moved it to November 22nd. I would ask you again to look into the matter a bit further, and rather then be quick to blame the patient, take responsibility for this mistake and FIND OUT who is responsible for it! They obviously need to be retrained, unless this is a policy you condone in your company. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/06/2024

  Firstly, I want to clarify that we are not placing blame on the patient. Our process involves reviewing the account and the information documented through notes and call tracing. However, I asked our team to revisit the call tracing for further verification.

  Initially, the team reviewed only incoming calls, but upon reviewing outgoing calls, they identified a call made by one of our agents on 10/28/2024. The following details were documented:
  The agent scheduled the patient for an appointment on 11/22/2024.

  The appointment was later rescheduled to 12/13/2024, with the reason documented as:
  Rescheduled (Patient Request: Different Location/Date/Time) by ******* ******* on 10/28/2024 at 3:53 PM.

  It is unusual that there are no notes specifically referencing the appointment originally scheduled for 11/29/2024. We acknowledge the patients concern and agree that no appointment should be rescheduled without their prior knowledge. We sincerely apologize for the inconvenience caused by the change, particularly given the timing around the Thanksgiving holiday.

  It is worth noting that the patient was ultimately seen earlier than the originally scheduled appointment on 11/29/2024. While the employee involved does not specifically recall the details of the call, we are committed to addressing these concerns and improving our communication to prevent similar issues in the future.

  Please let me know if you need further clarification or additional steps to resolve this matter.

  Customer Answer

  Date: 12/10/2024

   
  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.

  Thank you for further looking into the matter, which is what I requested you to do from from the beginning. 

  "Initially, the team reviewed only incoming calls, but upon reviewing outgoing calls, they identified a call made by one of our agents on 10/28/2024. The following details were documented:
  The agent scheduled the patient for an appointment on 11/22/2024"  If the "agent" which name you did not list for this conversation, scheduled my appointment for 11/22/2024 as I consented to, then why did the appointment get "later"  rescheduled by *******? Please re-train your employees and hold them accountable! 
  The appointment was later rescheduled to 12/13/2024, with the reason documented as:
  Rescheduled (Patient Request: Different Location/Date/Time) by ******* ******* on 10/28/2024 at 3:53 PM. 

  You can point out that I was seen earlier and as originally scheduled, however that was because I had to go through the frustration of having to call multiple times and speak to several different people to make that happen. It certainly was not due to stellar customer service on your business's part.  This could have been avoided if it was not for your employee later rescheduling my appointment. I'm not surprised she did not remember the conversation, IT DID NOT HAPPEN! Laughable! 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/25/2024

  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.

  I received a bill, via mail, for the first time in 2024, past due from 2022. I was working with a person named *** and the concierge from my insurance company. Within a short period of time I received a letter from a collection company. I called Steinberg and the person I spoke to said *** didnt even handle my insurance and it should have been someone else. When I called billing the phone number they gave me was the collection company. I paid the collection company in full immediately. Steinberg billing is incompetent and liable.

  Business Response

  Date: 09/26/2024

  Here are the details of the account:
  
  Patient came in on 9/26/2022 for a scan. 
  
  We billed Anthem BCBS on 10/13/2022.  Anthem denied the claim on 10/26/22 to patient responsibility due to services not referred or approved by his Primary Medical Group (PMG) and $932.00 was transferred to guarantor responsibility.
  
  On 12/6/22 patient called regarding the statement he received.  He spoke to ******* (former employee) who told him she would send back to the team that handled ****** to see if they could get a retro authorization.  (We did not need a retro authorization; issue was he did not go through his PMG.)  She transferred the account back to insurance status in error.
  
  On 3/8/24 the account was transferred back to guarantor responsibility since Anthem never reprocessed and the claim was still denied stating patient is responsible for balance.
  
  On 6/11/24 patient called regarding the bill he received.  He spoke with *** who told him the insurance denied the claim to patient responsibility and he would need to call Anthem if he disagreed.  She gave patient her phone number so he can call her back if Anthem was going to reprocess the claim.  She stated he would need to provide the name and a reference number of the person he spoke with at Anthem.
  
  On 6/13/24 patient emailed *** regarding his account.  He stated his insurance has a concierge that will fight with Anthem for payment. 
  
  Patient never called back to state the claim was going to be reprocessed (providing a name and reference number as requested).  Patient was sent four statements (3/26/24, 4/25/24, 5/27/24 and 6/26/24).  He was also sent a seriously past due letter requesting payment in full in June.  His account was sent to collections on 6/28/2024.  Patient did not respond to the last statement.
  
  On 7/29/24 patient called and spoke with ****** (billing clerk) who told him the balance went to collections.  He told her he spoke with *** previously.  ****** transferred him to Airilins voicemail since she handles Anthem.
  
  On 8/7/24 patient called and spoke with ***** (billing clerk).  He wanted to know what was going on with his balance in collections.  She provided PFCs phone number (outside collection agency).
  
  I checked Availity; the claim was not reprocessed and still shows denied to his responsibility.   

  Please let me know if you have any further questions.
  
  

  
  

  Business Response

  Date: 09/26/2024

  Here are the details of the account:
  
  Patient came in on 9/26/2022 for a scan. 
  
  We billed Anthem BCBS on 10/13/2022.  Anthem denied the claim on 10/26/22 to patient responsibility due to services not referred or approved by his Primary Medical Group (PMG) and $932.00 was transferred to guarantor responsibility.
  
  On 12/6/22 patient called regarding the statement he received.  He spoke to ******* (former employee) who told him she would send back to the team that handled Anthem to see if they could get a retro authorization.  (We did not need a retro authorization; issue was he did not go through his PMG.)  She transferred the account back to insurance status in error.
  
  On 3/8/24 the account was transferred back to guarantor responsibility since Anthem never reprocessed and the claim was still denied stating patient is responsible for balance.
  
  On 6/11/24 patient called regarding the bill he received.  He spoke with *** who told him the insurance denied the claim to patient responsibility and he would need to call Anthem if he disagreed.  She gave patient her phone number so he can call her back if Anthem was going to reprocess the claim.  She stated he would need to provide the name and a reference number of the person he spoke with at Anthem.
  
  On 6/13/24 patient emailed *** regarding his account.  He stated his insurance has a concierge that will fight with Anthem for payment. 
  
  Patient never called back to state the claim was going to be reprocessed (providing a name and reference number as requested).  Patient was sent four statements (3/26/24, 4/25/24, 5/27/24 and 6/26/24).  He was also sent a seriously past due letter requesting payment in full in June.  His account was sent to collections on 6/28/2024.  Patient did not respond to the last statement.
  
  On 7/29/24 patient called and spoke with ****** (billing clerk) who told him the balance went to collections.  He told her he spoke with *** previously.  ****** transferred him to Airilins voicemail since she handles Anthem.
  
  On 8/7/24 patient called and spoke with ***** (billing clerk).  He wanted to know what was going on with his balance in collections.  She provided PFCs phone number (outside collection agency).
  
  I checked Availity; the claim was not reprocessed and still shows denied to his responsibility.   

  Please let me know if you have any further questions.
  

• Initial Complaint

  Date:07/12/2024

  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.

  I am so upset and disgusted. I had a doctors visit with the Gastro specialist about two years ago. It was a quick visit, he didnt do any tests on me, just asked me some questions and told me I needed a procedure so they can look further in my stomach. This procedure was rescheduled about three times because the doctor ***** available. I waited about a year for this procedure, still bearing with the discomfort I had. The day before the procedure, when I finally think I am going to have it done, and will have answers to what I have been feeling, an assistant called me, saying, my insurance covers the doctor, but not the facility where the surgery will take place. Then I get a call saying I owe $350 for that one visit because my insurance didnt cover it. I feel completely blindsided and lied to. I would never do business like this and hide the prize or the details from a customer. I should have been told this price before the visit or that my insurance didnt cover it.

  Business Response

  Date: 07/12/2024

  Thank you for reaching out to us regarding ************************************* experience at Steinberg Diagnostic.

  We would like to clarify a few points regarding her visit and billing:

  1.  Nature of Our Facility: Steinberg Diagnostic is an outpatient radiology facility. We do not perform surgeries. Her visit on August 9, 2022, was for an MRI of your lumbar spine without contrast, ordered due to back pain. This visit was not related to any gastrointestinal issues.

  2.  Billing Process: Our facility bills globally, meaning that we do not bill separately for our radiologists. The amount of $350 is your deductible as determined by your insurance provider.

  3.  Statements and Insurance Explanation: ********************************* was sent four statements from January to April 2023, indicating that her insurance applied the amount to her deductible. Additionally, she should have received an Explanation of Benefits (EOB) from her insurance provider explaining this application.

  4.  Contractual Obligations: Per our contract with her insurance provider, we are required to collect the deductible amount.

  We hope this clarifies her concerns. If you have any further questions or require additional information, please do not hesitate to contact us.

  Thank you for your understanding.

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21978695
  
  Hello, I tried paying my balance online and it wouldn't allow me to. Is there a number I can call or something? & Can they please remove me from the people they assigned my bill to- ***************************** **** I wish I would've known that it would be $350 before I did it. I'm a teacher and I thought my insurance would cover more than that.

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

  Business Response

  Date: 07/15/2024

  Good Morning,  

  ********************************* can call ************ and asked to speak to our billing department (M-Th).  Once the balance is paid, we will close the account with PFC.  Thank you.

• Initial Complaint

  Date:06/28/2024

  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.

  I went in for an abdominal ultrasound. The tech was great and the process was quick. I received a copy of the report. The doctor discussed many aspects of my gallbladder in the report, stating The gallbladder appears unremarkable without evidence of gallstones, gallbladder wall thickening or pericholecystic fluid. The common duct is not dilated. This was shocking to me as I had my gallbladder removed in 2010. This doctor either did not even look at the images from the ultrasound and just typed up this report, then billed my insurance, or this is a copy paste from someone elses report and submitted as mine. Either way, this is abominable. If you are a doctor, you should be more careful!I called Steinberg, and they had no idea who I needed to talk to. I found a number for compliance. I called on 6/12/24 and left a message. They called me back almost immediately. I told her the issue and she was apologetic and said she would get with the head doctor to have a discussion with the doctor who wrote the report and then have the head doctor go through the scan and redo the report. I was happy with that. So I waited 2 weeks to give adequate time. Nothing. I called compliance back today, 6/27/24 and spoke with someone else. She looked it up and said nothing was ever put in. Clearly, they dont take these things serious as the previous lady did nothing and this one said oh, this is an easy fix. She said she would send this to the same doctor to reread the scans. I asked if a different doctor can do it as my trust for this one is clearly not there, and she said they let doctors fix their mistakes. This is scary as many people use this company to determine life or death possibilities. These need to be taken more serious!

  Business Response

  Date: 06/28/2024

  We apologize to the patient and appreciate the opportunity to address her concerns. While I am not sure who the patient originally spoke with on the phone, I will investigate and address the lack of communication with the provider. However, her second contact was with our compliance ******** ****** who arranged for the images to be reviewed and an addendum to be completed as discussed with **********************.

  
  The radiologist did review the correct images; however, as is standard, a template was used, and the radiologist failed to replace the "normal" default with "the gallbladder is surgically absent." This has been corrected.

  
  As requested by the patient, I had a second radiologist review the images, and he confirmed that the correct images were interpreted, and that the gallbladder was indeed surgically absent.
  Again, we apologize for any inconvenience or frustration experienced by the patient.

  
  Please let us know if you need any additional information or have any questions.

• Initial Complaint

  Date:06/13/2024

  Type:Billing 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.

  Steinberg diagnostic filed a claim with my insurance provider with a tax ID that is not identified as being part of their network therefore I was overbilled as out of network patient. I was notified by BCBS of the ongoing on or about April 2024, BCBS adjusted the billing claims from 10/24/23. I received an explanation of benefits indicating the new charges and I was referred back to Steinberg for a refund. On or about May 2024 I spoke with a billing representative named ******* ************ wherein she confirmed the refund would be automatically deposited back in to the credit card used at the time of service. As of today, June 12th no refunds have been received. The amount to be refunded is $359.65.Kindly, I would like guidance and help for an audit to my account since 2019. I have always had BCBS as my medical insurance and I've always being charged excessive amounts for my needed mammogram and diagnostic studies. At this point I am getting the run around between representatives and I very much need my money back.Please feel free to contact me via phone at ************ or via email at ********************** Thank you

  Business Response

  Date: 06/17/2024

  The patient contacted us directly and her issue was resolved.  The refund had been processed, but had not yet reflected on her credit card.  Patient will also receive a check for $20 from us later this week.

  Customer Answer

  Date: 06/17/2024

   
  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,
  
  **********************************

• Initial Complaint

  Date:01/17/2024

  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.

  Clinic did not bill insurance and tried to bill me directly; and then turned me over to collections.

  Business Response

  Date: 01/18/2024

  ******************* received a total of 4 scans, 2 on 6.20.22 and 2 on 6.22.22.  All four scans were bill to his insurance on file (Anthem BC/BS of ** PPO).  ************* denied the claims indicating the balance due was the patient's responsibility.   The patient received multiple statements and at no time has the patient reached out to us to discuss his account prior to today.  His account notes do state that he called today, 1.18.24, requesting a statement of his account.

  Attached are copies of the EOBs received from the patient's insurance verifying that we did bill his insurance.

  Please let me know if you need any additional information.

  Thank you.

• Initial Complaint

  Date:09/06/2023

  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.

  On sept 6 2023. We arrive and checked in at 1:20 for our 2:30 appt. They had let everyone in who just arrive and checked in and called us at 2:40 pm appt for our 2:30 appt. Yet again was even late for our appt. Being called. Im so confused and felt very discriminated about this situation. They are very unproffesional and treated guest very poorly especially you checked in super early. Whoever was in charge in this location needs so much improvement on dealing on how to get in patients who arrives for early checking in

  Business Response

  Date: 09/07/2023

  Thank you for sharing this information with us.  The patient checked in about an hour before her appointment and completed her checked in using our on line registration system.  The patient indicated to the staff that she came early in hopes of being seen sooner because it was her son's birthday.  Unfortunately, we had a full mammography schedule and we could not get her in before her exam time.  The patient's exam was started at 2:31pm (appointment time was 2:30pm) and completed at 2:50pm (please see attached encountered history).  

  The staff indicated that the patient did inquire as to why others were going back before her and it was explained to the patient that we multiple modalities and that we had a full mammography schedule. Patients are taken back based on the type of exam and appointment times, not who arrives first. I assure you that the patient was not skipped over.  

  We do apologize, if the staff was not professional and polite when speaking to Ms. ********************* I have already addressed her concerns with the appropriate manager.

  Please let me know, if you need any additional information.  

   

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20565768
  
  I am rejecting this response because:
  
  Sincerely,
  ************************* came home with pain on the chest on how she was treated in the back room after the complaint i also overheard the technician telling someone about the long wait.Im guessing the technician was either rough  with her during her breast exam after  we complained about waiting too long. Corazon is 75 years old and dont need to be treated roughly. As i do understand that u were booked i also looked at the time that ************************* was called in the back. First dont lie it wasnt 2:31 more like 2:40. I was frustrated so i kept an eye on my watch for we have been waiting too long.  If u want proof pull your video surveillance please do not lie. Your front staff was chewing gums like no tomorrow. Very unproffesional. U might as well have them eat lunch in the front. Im nit picking coz im angry about the situation but if u wanna treat your business profesionally and go with the time alloted to the people that has scheduled appt. Then at least have your staff be proffesional also. Dont pick and choose. I understand coming in early was wrong but I got an email to check in @2pm. So why get called later that 2:30 the appt time. But yet seeing other patients who just arrive getting called less that 30 min after they checked in. That is why im upset about this situation and felt very discrimanated. I will need to get Corazon checked up as she complaints how painful her chest after the exam. I gave her tiger balm hoping this will help but if not, i will need to seek other for help. 

  Business Response

  Date: 09/18/2023

  As I stated in my original post, we are very sorry that the patient did not have an exceptional experience and her feedback has been noted and addressed with the appropriate staff.  The patient was not skipped over.  I am not sure what it is the patient would like us to do.

• Initial Complaint

  Date:08/31/2023

  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.

  On 8/15/2023 I went to the ******************* Steinberg Diagnostic Imaging Center to get an Ultrasound for a cervical polyp found during a routine pap smear by my OBGYN. They wanted to know how big it was and how far it extended into the uterus. I told the tech this before the ultrasound and it was on the order from my doctor. When the ultrasound was read by Dr. ******************** there was no note at all about the cervical polyp. All it said was multiple fibroids. There was no talk about how many fibroids, where they were in the uterus, if they were near the cervix. These are things that my doctor needed to know. The test was useless and my doctor has to send me back for more tests now, meaning more time and money because the radiologist was not thorough and did not properly describe the findings in the ultrasound. I am a medical professional who has read dozens of ultrasound results, so I know this was a lazy read and interpretation. To say I am dissatisfied would be an understatement. I paid a lot of money for this, and I don't mind, but I expect the results read properly and thoroughly. I expect to have addressed what I came in there for in the first place which was the cervical polyp.

  Business Response

  Date: 08/31/2023

  Good Afternoon,

  I received an email, from the patient this morning and I am currently working on resolving her concern.  Thank  you.

   

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20549324
  
  I am rejecting this response because: the chief administrative officer ********************* contacted me and said I would hear back by 9/5 about what they would do after their investigation and then I never heard from them again. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/06/2023

  Yes, I did indicate I would follow up with the patient yesterday, but I was waiting for the referring physician's office call so that there could be a doctor-to-doctor ******************* We have not heard back.  I am going to follow up with the office again this afternoon.  

  I did email the patient just a little bit ago this same information.  I promise I am working on it.

   

  Business Response

  Date: 09/06/2023

  Yes, I did indicate I would follow up with the patient yesterday, but I was waiting for the referring physician's office call so that there could be a doctor-to-doctor ******************* We have not heard back.  I am going to follow up with the office again this afternoon.  

  I did email the patient just a little bit ago this same information.  I promise I am working on it.

  Business Response

  Date: 09/26/2023

  We reached out to the patient immediately upon receiving her email and explained to her that her appointment was not cancelled but rescheduled for later the same day.  There was a scheduling error made which was the reason for the rescheduling.  Again, the patient is scheduled for her appointment on the same day as originally scheduled just a new time and location.