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

  
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  Steinberg Diagnostic Medical Imaging

  2767 N Tenaya Way Las Vegas, NV 89128-0425

  
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  Steinberg Diagnostic Medical Imaging

  4 Sunset Way STE D Henderson, NV 89014-2016

  
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  Steinberg Diagnostic Medical Imaging

  6925 N Durango Dr Las Vegas, NV 89149-4410

  
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  Steinberg Diagnostic Medical Imaging

  PO Box 36900 Las Vegas, NV 89133-6900

  

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:07/27/2023

  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 July 26, 2023, I had an appointment at ********** **** office for an x-ray of the femur My appointment was for 11:30 when the actual time was for 12:15 I got there a little before 11:00 a.m. I sat till 10 minutes to 2:00 yesterday July 26, 2023, no one assisted me in saying that my appointment time was ready for this x-ray. I had another appointment at 1:30 I was late because of **** not taking care of business. Being a Deaf patient in their facility they don't know how to communicate with me when I'm trying to write something down and explain I've been here on time why is it that I have to sit for 3 hours it used to be you could walk in and get an x-ray and be right out now I have to sit and waste my time that no one can give me back my health is important to me even if it's not a priority to staff in **** office it would behoove them to do their due diligence. Now I don't know if ************************* would be the manager for the Northwest and ********* offices would be who I will contact but I'm pretty sure that ************ Steinberg and family did not build the **** based on this type of envisionment This is supposed to be a cutting edge facility.

  Business Response

  Date: 08/02/2023

  Good Morning,

  Thank you for sharing this concern with us.  We communicated with the patient at the time of the incident and her exams were completed on 7/28/23.

  The patient is correct in that we used to take walk in patients however, that changed at the beginning of the year for many reasons.  As a result of this change, our complaints from patients having to wait have decreased significantly.  

  The bottom line is we made an administrative error which resulted in the patient's long wait time.  The issue has been addressed with the staff member and as I previously stated the patient was assisted and her exams were performed. 

  SDMI does offer translation assistance for patients when requested.  Staff indicated they had no communicating with the patient as she was reading their lips.

  Please let me know if you need any further information.

  Thank you.

   

   

   

• Initial Complaint

  Date:04/28/2023

  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 several different occasions whether it be for myself or my son, my appointments have been cancelled because Steinberg Diagnostics does not do their job right. They call the day before or the day of the appointment to cancel instead of notifying someone in a timely manner so that they may get things situated. However, at the moment the thing I am most upset with is I have been trying to get an appointment and they have been, being cancelled the day before or the day of. I have been trying for two months to get a breast mri done because with my mammogram and ultrasound they found areas in my breast that the doctor is concerned about, and Steinberg has done nothing like they are suppose to. They even tell you that it could take two weeks to get an authorization but they wait till a few days before a persons appointment to send for the authorization and then do not get it right away so that they can cancel a patients appointment. This is very uncalled for. I also work in the medical field and this makes it look bad to others. I am very unhappy with this. But because I need this MRI done I have to deal with this company for this time. I do have an appointment now because myself and my doctor did all the work, but the way that Steinberg handles things is very unprofessional and very uncalled for. And I have heard that I am not the only one having problems with them, but I am reporting them. Not sure about anyone else.

  Business Response

  Date: 05/01/2023

  In chronological order, from newest event on top, there were multiple instances to obtain Authorization for the patient and to avoid rescheduling.   We obtain authorization as a service to both referring offices and the patient.  We are required to have clinical details from the referring physician to perform this service.
  
  4/28 AUTHORIZATION# DOCUMENTED IN CHART AND SERVICES PERFORMED
  
  04.28.23  CALLED PATIENT (PT) TO NOTIFY HER  AUTH STILL SHOWING FOR DESERT  RAD.  PATIENT IS VERY UPSET STATED  WHY ARE WE CALLING 3 HRS  PRIOR , I TRIED TO EXPLAIN TO PT BUT SHE JUST HUNG UP  
  
  04-27-2023 TALKED TO STAFF @DRS REQUESTING FACILITY CHANGE, SHE IS REACHING OUT TO TEAM MEMBER FOR CLARIFICATION GAVE CALL BACK PHONE NUMBER.
  
  04-27-2023 CALLED DRS, UNABLE TO REACH,  FAXED A REQUEST TO CHANGE FACILITY
  
  04-25-2023 AUTH BELOW STILL FOR DESERT RAD CALLED,  LEFT MESSAGE TO CALL BACK TO CHANGE AND VERIFY IF WANT BILATERAL OR JUST THE RIGHT SIDE PER REFFERAL ON FILE
  
  04-25-2023 RECIEVED LYNC TO TRANSFER OVER AUTH A190148992 CPT EXP
  PER STAFF@DRS ******************** 
  
  04-17-2023 FAXED DR A REQUEST TO OBTAIN AUTH OR FAX OVER NOTES FOR SDMI TO OBTAIN AUTH
  
  04-17-2023 PT SWITCHED AUTH TO DESERT RAD SHOWING DENIED WILL FOLLOW UP W DRS TO APPEAL FOR SDMI OR RESUBMIT FOR RIGHT SIDE
  
  UNABLE TO SCH STAT
  
  04/04/23 AUTH PENDING CASE # **********, SUBMITTED ULTRASOUND AND MAMMO RESULTS.
  
  03-24-23 FAX REQUEST FOR CLINICAL HISTORY TO DRS OFFICE
  
  03-24-23 PT SCHEDULED AND IS AWARE TO ARRIVE 1 HOUR PRIOR TO APPT AND MUST BRING DRIVER.  
  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19994331
  
  I am rejecting this response because: yes, while I was upset about this whole situation, as I stated it was and is not just with this situation that I have had problem. They are unprofessional and do not do things the way that they say that they will. I have had this problem with them on at least three other occasions when either myself or one of my children needed services. This one is just the one that pushed me to the edge, and their lack of concern or help makes it worse. I did yell and hang up, but I also called back after I the patient handled all the in between so that this test could get done. I have worked in the medical field for almost 20 years and this is uncalled for. I understand things happen but I was suppose to have this mri over two months ago, and there was nothing but problems. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/03/2023

  We value the patient and their time and strive to create a positive patient experience.  Responses made are factual for the services done in the past.  At this time, there is nothing further that can be changed for this past experience.  We will continue to review processes and make changes where needed in order to ensure we are delivering on our mission, and all future experiences for our community is seen as positive and meets the needs of the patient.

• Initial Complaint

  Date:03/06/2023

  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.

  Had an appointment at 4:00 p.m. on 3/2/2023 the lady behind the desk took my name and then stated that we do not have a referral for you at the ****** even though the day before when I made the appointment they had the referral when I asked what happened to the referral she said they never received it and it was up to me to find out what happened to that referral she made it feel like that this was all my fault and that they were not going to do anything to help me I was on my own to figure out what happened to the referral when I called the doctor's ****** they stated that the referral was sent to the ***** sdmi three times that day and when they finally went and looked yes it was sitting there in a pile of other referrals. I did not like the idea that they made me feel like it was all my fault and that they were not going to see me because they did not have a referral even though they did have their referral and from my understanding they are doing this to a lot of patience then when I went back to fill out paperwork I was told that I owed $61 for the procedure even though I was told that I have met my deductible for the year and owed nothing they wanted a complete explanation of how I had already made my deductible which I thought was very very rude this is not how you conduct business if this is how you are going to do business I will definitely let everybody know that that ****** treats people like they don't have a brain in their head and it's all their fault when paperwork is misplaced. Thank you. I would like an apology from the young lady behind the desk and the young lady who demanded the $61 and an explanation thank you. *********************

  Business Response

  Date: 03/07/2023

  Good Morning,

  ****************** had a 4:30 table time appointment and there was no referral on file. The referral came in at 4:17pm (after the pt called her doctor's ******* and was scanned into her chart at 4:23pm. We typically do not leave patients on their own to try to get the referral, however, there were 4 other pts waiting to be processed, so our admitter did ask if she could call the ****** and try to get the referral faxed over. The **************** Manager also made a call to the doctor's ****** (not sure if ****************** was aware of this).  Regarding the request for the copay: Per the patient's benefits, the notes from our PCC team and the fact that we are required to collect at TOS, the admitter did ask for the $61.00 and when ****************** said she had met her deductible, the admitter did inquire how (as is normal of our admitting staff) so she could put her notes in as to why she did not collect. She in no way meant any disrespect to the patient.  ********************** test started at 4:36pm and was completed by 4:50pm.

  Please note that the staff did apologize to ****************** for the slight delay and inconvenience. 

  The ****** manager of our ***** Road location is going to reach out to ******************, to discuss her visit.
  

• Initial Complaint

  Date:12/19/2022

  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 myself '******************************* had filled out a hardship case thru Steinberg Diagnostic and was approved so this company decided to run my credit and decided that the loans plus credit cards with a 300 dollar limit to pay my 480 power bill was one considered apart of my income. The loans that I filled out for was in default after the first payment that they gave me and I'm also being sued from those creditors. Yes, I applied for these loans but if Steinberg Diagnostic had of looked further into it they would have seen that I never received any money due to I couldn't pay them back either. My one and only income is from SSDI plus I'm a senior on disability and I'm classified as receiving extra help for my income being low due to poor income. Every month I have issues paying my utilities and they also are in negative mode. It's sad that they go into my credit just to stop the company from helping me with my copay, sad just plain old sad. Steinberg Diagnostic has a payment plan but it only goes into effect once I pay the copay , hmmm right I can't even pay that. I have lumps in my breast and if these lumps goes unnoticed or untreated and it turns out serious oh my goodness it will be so much trouble with this story of being mistreated. I get my SSDI on the 2nd of each month and on the 5th I have nothing, I get 23 dollars in foodstamps I visit others just to eat. All I can say is WHY ME!!!!!! I've been on this program for years and the best part for them is I use it only 3 to 4 times a year. ??????? Btw....My case involves a health issue due to it's time for my breast exam and they won't allow me ***** without my copay although I enclosed my approved hardship case but they wants to go by a credit check that is in default and will be on my credit report until the day I die. ?? I dont have 'ANY money from them. Smh

  Business Response

  Date: 12/20/2022

  Patient was approved for a hardship on 1/25/2022 for all of 2022.  We have written off her balances for the year and she does not have a current balance. 
  
  She was just in on 12/12/2022 for a scan.  The front had her sign an ABN for ******** under Medical Necessity stating she would be responsible for the procedure.  When they ran the Medical Necessity in Experian, they did not add the Post-Menopausal ICD-10 code with the Screening code so it failed in error.  Per her report, she is Post-Menopausal so it should be paid by ********.  She does not have any appointments scheduled. 
  
  SDMI did not run a hardship on her since we already showed she was approved for 2022 (documented on her account).  The patient must have went home and ran another hardship in the Patient Portal since the front told her she would be responsible for the balance of the Dexa.  The new hardship is a denial.  When it came through in the *** worklist back on 12/12/2022, my collector did not do anything with it since the patient was already told she was approved for 2022.  The hardships are always for the full year and must be done yearly.  The language on the denial letter was provided by Experian and states:
  
  "The ******************** Credit report provided by Experian Health leveraged characteristics identified to estimate your income to be above the Federal Poverty Guidelines.  Experian Healths income estimates are based on characteristics found in your Experian credit report derived from your actual spending and payment behavior.  While the actual algorithm is proprietary,it takes into account data found on your credit report such as mortgage loans,auto loans, other loans, credit cards and public record information."  
  
  SDMI does not run credit reports on patients.  This is all done by Experian who we pay to provide the Federal Poverty Level score and the approval/denial based on this score. 
  
  Please let us know, if you have any questions or require additional information..

  Sincerely,

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

   

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18607212
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/04/2023

  I myself (*******************************) feels as though the business Steinberg Diagnostic hasn't had the right information on what has gone wrong. I filled out the hardship case one day before my appointment with Steinberg and when I first sit down I automatically showed the rep my hardship approval, so there was no going back and forth about the bill that would be sent to me and why would it since I had the approval already. It seems as though the business is only going by there rules but not sure if there employers are applying these rules with the customer. The only reason I filled out the hardship paperwork was because the rep on the phone call advised me to do so and I was told that my application expires in December plus this isn't my first rodeo as far as filling out paperwork  on hardship cases with this business. This has to be my 3rd or 4th time so the company had me filling out hardship paperwork on the month that it was ending. Also if I was still being approved for the month of December I should still be covered so what's the issue then? All of this is unnecessary since I was still approved for December so why send me a denial letter claiming that my income included in the decision of myself applying and being denied for the hardship case when indeed I'm still ok for the month of December per the business. 

  Business Response

  Date: 01/05/2023

  As was previously stated, the patient WAS approved (by an independent company) for a hardship for the calendar year of 2022.  The patient does not have a balance and no one from this company is requesting any type of payment from the patient.  However, hardships are only good for 1 Calander year.  The patient will need to reapply for the calendar year 2023 and again this is done through an independent source and SDMI has no input in the process.  

  Again, the patient's account has a zero balance due to her 2022 hardship approval, therefore SDMI considers this matter closed.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18607212
  
  I am rejecting this response because: It is what it is but talk to me in the same manner that I have talked to you. I just didn't appreciate the way you have talked to me, words speak volume and your words are kind of harsh. Thank you BBB for helping me to get this business to explain something that should have been explained in the first response. Thank you Steinberg Diagnostic for relieving me of a very stressful situation. 

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

• Initial Complaint

  Date:10/26/2022

  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 called Steinberg diagnostics on 10/25/2022 to schedule an MRI after having been diagnosed with 2 suspicious lumps in my breast on 10/19/2022 at the ************************* I was told by Steinberg I could not schedule this MRI because I owed $50. This $50 was a balance due from a MRA I had done in September 2022. I had just received the bill from Steinberg just last week, 7 days ago, for this balance. I have not yet even received an Explanation of Benefits from my insurance company to know if this amount due is even correct. Yet I was denied an appointment for a potentially life saving MRI by Steinberg unless I paid immediately the balance due for a totally different procedure. Please note this balance due is not even past due. The irony is that I am at 100% of my out of pocket deductable and would not owe anything for this ordered breast MRI. Their practice of holding me hostage over an unrelated but not past due balance and not allowing me to receive the **** that would be paid in full by my insurance company, is totally unethical and immoral. This should be illegal for Steinberg to do.

  Business Response

  Date: 10/26/2022

  Thank you for sharing the patient's concerns with us.  SDMI does have a policy that when a patient has an outstanding balance and calls to schedule a future appointment, the scheduling department is to transfer the patient to our billing department to discuss the outstanding balance and/or obtain permission to go ahead and schedule the patient and collect the amount due at the time of service for the next appointment.  According to the scheduler, "I explained that I need to transfer her to billing before I can schedule. She got upset & hung up before I can explain more.  I understand she was upset under the circumstances."   More times than our billing department will instruct the schedulers to go ahead and schedule the patient. I am absolutely certain that would have been the case for ************ since as she states in her complaint, she had just recently received the statement mailed on 10.4.2022.   We are sorry that this occurred as we make every attempt to work with our patients to get them scheduled as quickly as possible.  I have asked our scheduling manager, ******** to reach out to ************ in order to get her appointment scheduled and that it is ok to collect any previous balance at the time of service.  Please let me know if you need additional information or have any questions.

  Sincerely,

  *********************, MHA

  Chief Administrative Officer

  Steinberg Diagnostic Medical Imaging