Business Profile

Radiology

Desert Radiology, a Radiology Partners Practice

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Desert Radiology, a Radiology Partners Practice's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

51 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:02/28/2024
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.
In July of 2023, I had two services performed. Desert Radiology falsely billed me and failed to correctly apply EOBs even after the insurance company emailed them EOBs three to four times with explanations. Desert Radiology failed to refund my overpayment. Their billing is entirely out of the country and fails to repay over collections after numerous communications.On 11/01/2024 I had a third procedure. After an adjusted claim my insurance paid the full amount. Desert Radiology has failed to return my overpayment after being requested at least twice.Desert radiology is fraudulently keeping patient funds that they are not owed. I want my overpayment returned.The company has multiple copies of EOBs.
Customer Answer
Date: 04/01/2024
The business finally sent the refunds of my overpayments after numerous repetitive emails and misapplications of my payments and my insurance payments. I consider this case resolved.
Initial Complaint
Date:02/01/2024
Type:Customer Service Issues
Status:
UnansweredMore 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.
This company is an arrogant, dysfunctional organization that should be closed down and licenses revoked. This company has significantly interrupted my critical care due to the failure of the staff clearing my insurance. The person for one can't hardly speak english, I was unable to understand anything that was said and I will assume she was the one who screwed up my insurance authorizations where 3 other doctors in town could not get approvals. The rudest bunch of people work here, refusing anything the customer asks. I have called a half a dozen times and the rotten employees would never transfer me to a manager when asked and would not allow me to speak to anyone to remedy the issue, despicable conduct. I have tried to reach the CEO's office and he just ignores the messages and refuses to intervene and fix the problem he created by his extremely poor management tactics, he hides is a shield of secrecy just like his employees, disgusting individual he is. When you ignore a problem that this company created and refuse to address the issue or try to fix the problem it's unacceptable conduct, this has impacted my medical care and that is where I put my foot down, this company is abusive to elderly patients which is a clear violation of NRS statutes. I must emphasize that these recurring issues are not isolated incidents but indicative of a systemic problem within your companies operations. It is evident that you have failed to establish robust systems and procedures to ensure smooth and uninterrupted access to quality care to your customers. This failure not only violates the trust I placed in your institution but also exposes your company to regulatory scrutiny and legal consequences. Accountability is a must, and now we all know why Nevada rates 42 out of ******************************** the country.You should be proud to be a contributor to this pitifully poor rating, I can see this company is a corrupt criminal enterprise. Don't even try to bill me
Customer Answer
Date: 02/18/2024
Hi ******,
I have heard nothing from Desert Radiology. Same response as I received from them when I was trying to remedy the issue.
Initial Complaint
Date:01/11/2024
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 was sent to collections by Desert Radiology for tests I had in the emergency room in 2022. With my insurance company on a recorded line, we found out that Desert Radiology billed me incorrectly. Instead of getting an authorization from the provider which the insurance company informed them to do, they just went ahead and billed me. They admitted they received the *** from my insurance company which stated the patients responsibility was $0 but yet still billed me over $2000 incorrectly. They further tried to justify their billing error by saying it was my responsibility to call them to tell them to bill my insurance, even though they already had all my insurance info including the *** which stated I didnt owe anything. It seems they were trying to place the blame on me for them not doing their job properly. They could not explain to me or my insurance rep why they sent the bill to me instead of following the process to bill my insurance. They also took no responsibility for sending me to collections, stating I had to wait ***** days for a mistake that they made.
Business Response
Date: 01/29/2024
The account has been escalated to the team to remove the charges from the agency and appeal the denial received by the insurance.
Initial Complaint
Date:12/13/2023
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.
I went into Desert Radiology with a referral for mammogram/ultrasound services. I am self-pay (no insurance) and always have to pay in full for services before I am seen. I went and paid $431.00. I was seen. I now am getting a balance bill of $690.72. I never would have agreed to pay over $1,100 for these services. If there were any additional services they would have had me pay up front before being seen. They said they reviewed and I owe it. They provide no number for grievances, appeals or escalated issues. Just case closed. I have gone here for years, pay upfront (as you have to do or they won't see you) with no issues until this. I am not in a position to pay this nor would I agree to it.
Business Response
Date: 12/13/2023
The amount paid was only for a portion of the services as you initially declined to have one of them performed and then chose to have the other service after paying. A discount on the remaining balance for the additional service will be applied once payment of $535.00 is made.
Customer Answer
Date: 12/13/2023
Hello,
Yes, I suspect they would say that. Here is what happened (all of this was AT the billing in-take desk) they were confused on my referral and worked it out amongst themselves. (After discussing my tests in the public waiting room so I guess so much for HIPAA and privacy). I kept saying to please just let me know what my DR ordered and I would pay what they Quoted ME -- $465.00 total. You have to pay before they see you so why if I "added services" didn't they ring me up right there and then for another $690?? You can't add diagnostic services if you aren't a doctor or ordered by your doctor. This their word against mine is ridiculous - I would never be open to receiving services and they get to have a blank check afterward as they see fit.
Again this happened AT the billing desk so if what they are saying is accurate then why didn't they take payment then? I have been licensed in insurance for decades and this unfair practice is rampant and the poor members get put into collections with no recourse of greiveance or appeals.
I would never pay $1100 for basic services - if they advised this (which they did not when taking payment in full up front as they always do for no insurance self pay) I wouldn't have kept the appointment. I work in the industry and am well versed in billing. Again PAY IN FULL before being seen that is their protocol/practice. Just because someone in their office keeps saying the same response doesn't make it true. Ask them if I "added servcecs" why didn't they take payment when I was paying right in front of them for everything -- seems odd no?
How can they say AFTER the fact I owe this? they are wrong and advised nothing of the sort. I have attached the radiology bill as well for reference.
My cell is ************ if anyone needs to call me -- please add the additional details to my complaint of these notes and attachment --
Thanks so much
*******************
Customer Answer
Date: 12/13/2023
Please also ask them where I signed to approve of any "additional" services after the fact - exactly when was that on the ultrasound table? That response is ridiculous -- You provided referred services and charged me up front. No one adds services after. I paid perhaps an internal mistake on their part but that is completely untrue -- how can I add to a DR ordered service?
Customer Answer
Date: 12/13/2023

Complaint: 20997449

I am rejecting this response because:
Please see my additional notes sent an hour earlier to this - -they can keep saying I added services after the fact. Please show me where I authorized that? Where did I agree to ********* saying the same thing doesn't make it true. I have proof I paid in full for their services. Balance billing me 2x the amount after my date of service -- where did I agree to that? Can you ask the facility, if I was right there and "agreed" why didn't they charge me right then and there and only $465. This makes no sense and again the facility saying I added-- who at the facility? who remembers me specifically having this conversation.
My proof - ask them if they ask for FULL payment with no insurance PRIOR to being seen. I called them yesterday and ********* answered "YES" so I have a credit card statement and their own record showing I paid WHAT they ASKED for at the time of service. No one would agree to go back for services with an unlimited bill looming -- I am looking for assistance other than "what they say" as they are inacurrate. Prove I said I wanted additional procedures (that only a doctor can order).
Their response hasn't changed from multiple phone calls which is why I enlisted BBB -- where is their documentataion to what they are saying?

Sincerely,

*******************
Customer Answer
Date: 12/20/2023
Hello,
I called the referring OBGYN **************************************** office and ***** ** at her office is also is unclear what the facility is balance billing for. They had one set of orders on the referral, they never added or changed anything. She also confirmed that a patient can not "add" ultrasound services so she has no idea why DR is charging $1100 for services they regularly see priced around $450. She even gave me their contact at Provider Services to contact as well as she said there should be no balance billing on a self-pay patient - you pay up front BEFORE being seen.
So even the referring Dr. doesn't agree with this invoice. She has asked I report back to their OB Group as well given this should not be happening to their patients.
Feel free to call me as well ************. I just received yet another text from them for payment and do not want to go into collections when they are in the wrong.
Thank you and happy holidays - hope to have a resolution soon.
Business Response
Date: 01/04/2024
Patient's physician ordered two exams. At time of check-in patient opted to only have one exam performed and the amount for that exam only was collected. When patient was seen by the technologist, she informed them that she would continue with the second exam ordered. Once the exam was completed, patient was discharged but the amount owed for the second exam was not collected. The amount quoted to the patient was for one exam only. There is a balance due because only one exam was paid for at check-in.
Customer Answer
Date: 01/05/2024

Complaint: 20997449

I am rejecting this response because:
This is not accurate. I also have a complaint with the ********** of ********* who is looking into this. My Doctor's ****** even gave me their own contacts to fight this balance billing. No one agrees with Desert Radiology balance billing after the fact. Also, my Doctor has NEVER heard of this service they referred me for being $1100 they advised the average is $450.
THEY, Desert Radiology had an issue with what I booked and what DR. ************** I said verbatim - I will do the service ordered by my DR. The front desk took payment for what was on my referral. I went back for service. Everything was good at the front desk - clarified on their end.
I - AT NO TIME - had any conversations past that front desk adding/approving, anything.
During this ficticious non existent conversation somewhere I said yes, do another service, and no questions on costs. This makes absolutely no sense. I didn't have any such conversation.
FRONT DESK: Referral is here - you owe $468 (or thereabouts) I paid with Credit Card and they took me back for Services. I would NEVER agree to anything without a cost -- who would do that. I agree to pay 2 x what I paid in an exam room?
I have been licensed in Health & Life ********* for decades and worked at Aetna so I am well versed in how to handle this as self pay. Given I have no insurance to bill they require payment up front always 100% -- Even when I call and ask their front desk they confirmed this several times.
No one "adds" Dr driven, referral requited by physician, services. A patient can't do that. This is absolutely exhausting and time consuming.
They took payment at check in for the referral on file. I paid what was requested by their own staff at the time of service - their own practice is you pay up front (copays, etc. anything patient is responsilbe for). There is no balance due that I owe. That is the only acceptable resolution to this.
Sincerely,

*******************
Business Response
Date: 01/05/2024
The patient's MD did indeed order two exams (***********). We have both referrals from the provider which can be provided if needed. Upon yesterday's response from the patient, we have investigated further and were able to obtain the scheduling call. We discovered that during that call the patient stated that she only wanted to proceed with having the US completed because of the higher cash price to complete two exams. The scheduler informed the patient that this was permitted. Unfortunately, the scheduler was incorrect. Based on the patient's diagnosis and clinical findings, both exams must be completed for proper clinical diagnosis. However, since the patient was advised that she could proceed with US only and she was scheduled as such, we will honor the single exam cash price that was provided at time of scheduling and paid. A request to reverse the charge for the second exam that was performed has been processed and may take up to 30 days to be reflected.
Customer Answer
Date: 01/10/2024

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 as I understand that they are bringing my account current to reflect $0 due-
no outstanding balance on my account $690 being removed as per my original attachment to complaint -
I am paid in full with what I paid on the date of service.
There will be no more balance bills received for this date of service including texts asking me to pay as I am paid in full.
If I am reading the response correctly per the above, then yes it is satisfactory to me.
Will I be advised when their records show no outstanding balance?
Thank you very much & happy new year.
Sincerely,

*******************
Initial Complaint
Date:12/04/2023
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.
Desert Radiology Billing Issue: Account # ******** On 5/6/2022, I had a Breast Biopsy with Guided Ultra Sound and I was asked to pay $250.30 as my copay, which I did. In November 2022, I received a statement from Desert Radiology indicating I had a balance due of $2,256.70 ($2,507 - $250.30) for this procedure. As it turned out, D.R. had billed the wrong insurance company. After several attempts to have D.R. submit my claim to my correct insurance company, they were finally successful and SelectHealth Med paid the claim on 2/1/2023 for $733.28, the allowed amount in full. Since I had this procedure in May 2022, I had surgery in July 2022 and radiation treatments in Oct and Nov of 2022, thus meeting my Calendar Year Deductible and my Out-of-Pocket Maximum for 2022. Therefore, I should have been refunded my copay of $250.30. The SelectHealth EOB even showed that my Total Member Responsibility was $0.00 for the May 2022 procedure.To date, I have called D.R. at least 5 times (from March 2023 to Nov 2023), emailed them twice and even showed up in person and gave D.R. copies of my info to dispute how this claim was handled. The last 3 times I called them, I was told that my refund was still in process and that they needed an additional ***** business days. Why is this taking so long. Can someone please assist me with this claim?
Business Response
Date: 12/14/2023
A refund in the amount of $250.30 was issued today. Please allow for mailing time.
Customer Answer
Date: 12/21/2023

Complaint: 20952339

I am rejecting this response because:
On Dec 14, 2023, I was notified that a check for $250.30 was issued to me by Desert Radiology and on Dec 21, 2023 I received their check.However, this refund of my over payment did not fully correct the billing issue.I now have a balance due of $230.35 in lieu of a zero balance on my account for the May 6, 2022 procedure. I believe that Desert Radiology still needs to credit/adjust my account for the negotiated discount of $230.35 as per their agreement with ************. Please advise.

Sincerely,

***************************
Business Response
Date: 01/04/2024
The account is currently at a $0.00 balance.
Customer Answer
Date: 01/09/2024

Complaint: 20952339

I am rejecting this response because:
On January 9, ****, I called Desert Radiology and I was told by ***, in billing, that my 5/6/2022 billing dispute was still under review and to allow them the full 30 - 45 business days from December 28, 2023 to respond to the issue.

Sincerely,

***************************
Initial Complaint
Date:10/26/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 husband had a CAT scan in June 2023 at **********************. The report showed infection and was given antibiotics. 6 days ago we went back to Spring Valley ER due to severe stomach pain with a lot of vomiting. Another CAT scan was performed and showed a bowel obstruction. We were also told he had a kidney mass. We told them he had a CAT scan in June but they said the report did not show the mass. We followed up with Urologist who said that the mass had not grown since June. What???? He said he could clearly see it on the June scan. It was the same scan done recently. Why wasn't this reported? If the mass had grown from June, you would have major lawsuit! I'm appalled at the efficiency of this Radiologist! *******************************. I want a respone. ***************************
Initial Complaint
Date:08/31/2023
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.
Set,I Need an appointment?not getting any response on, making the appointment.
Business Response
Date: 08/31/2023
We offer patients have several options in requesting an appointment. They can contact us by phone, request an appointment online via our website at desertrad.com and they can also email us at *************************************** to request a call back from a scheduling teammate. If this patient is experiencing longer hold times when calling, we kindly suggest she attempt one of the other two options available for scheduling an appointment. Thank you.
Initial Complaint
Date:08/11/2023
Type:Billing Issues
Status:
UnansweredMore 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 1/27/22 I received a CT scan. Desert Radiology has had a billing error with the amount charged since this visit. They continue to send me to collections and I have contacted them on now 3 separate occasions to have the billing error resolved. Additionally my insurance company is on the line to help us resolve the error because every time I call they inform me that Im responsible for the remaining balance of $717.55. When the insurance company is involved Desert Radiology informs them that this is a billing error and we have no balance due. I have requested 3 times to receive documentation that the balance is zeros out and have yet to receive one. I have asked for email follow up from them in writing stating that there is no balance due and have yet to receive it. They continue to say they will escalate the billing issue yet its been a year and a half and they provide no update and continue to send me to collections. Please help!
Customer Answer
Date: 08/24/2023
Attaching a copy of the most recent collection notice.
Initial Complaint
Date:08/07/2023
Type:Billing Issues
Status:
UnresolvedMore 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 an *** done in June 2023 I paid approximately $1100 and my insurance company paid approximately $2900. But since that time my insurance company has had zero communication with Desert Radiology. They will not respond to multiple requests for information from my insurance company. My insurance needs to know how much I paid and see the total plus receive my medical record from them.Secondly ******************** received a referral from my neurologist on the 11th of July 2023 for another ***. They did not contact me or my neurologist. They will not answer any phone calls for any phone number they have. I had to go in person to the Horizon Ridge location 8/7/2023 to find out what is going on. They then tell me they wont do the *** because they have dropped UHC as an insurance company they work with as of August 1st 2023. I did receive a letter stating there would be continuing care if I was already having services done. But because they did not respond to the referral for nearly a month they will not honor that letter and I will need to find another place to do the ***. Then given an email to send any requests about billing to. This level of no service and delay is not acceptable. I am having nervous system issues causing among other things the feeling of the beginning of a heart attack for 4 to 6 hours a day. Getting this *** done is extremely important. This month delay could cause life long long medical problems.
Business Response
Date: 08/09/2023
The billing team reached out to the insurance and submitted the requested information.
Customer Answer
Date: 08/14/2023

Complaint: 20435161

I am rejecting this response because:
I just spoke to my health insurance company UHC and they have not received anything from you. Please contact UHC directly and send it over to them in a way that you can get a receipt that you actually did it. If you are unable to do this then please provide me a way to get them so I can do it myself. I do not want to play games with Desert Radiology trying to get my records or causing more delays in getting my medical diagnostics completed. Dealing with your company has cost me months of time to figure out what is causing my serious health problems.
Sincerely,

Mark V
Business Response
Date: 08/16/2023
Please allow more time for your insurance to receive and process the documents. If you would like copies of your medical records, you can reach the medial records department by calling ************.
Business Response
Date: 08/16/2023
Please allow more time for your insurance to receive and process the documents. If you would like copies of your medical records, you can reach the medial records department by calling ************.
Customer Answer
Date: 08/23/2023

Complaint: 20435161

I am rejecting this response because:
The information sent over to UHC does not include that I paid my portion of the cost - $1,147.88 . They still believe that I owe this amount to your company. Please send them the correct information that shows It has been paid in full on the day of the procedure.

Sincerely,

***********************
Customer Answer
Date: 09/08/2023
Desert Radiology has now submitted the bill twice to double bill it and still has not sent them information showing what I have paid. On top of this they have now sent another bill today that is for contrast material for an MRI that was on the bill back in JUNE.
Initial Complaint
Date:07/26/2023
Type:Product 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.
Desert Radiology for 5 months now have not refunded me of my $41.00 over payment. I used my mastercard when I paid them yet it has been pending refund since then, Last June I called again Desert Radiology and was told that it will be mailed to me instead. Today July 25 until now no check was received. I called again and was told that they put it back to an account called which I never had. Please help.
Business Response
Date: 09/19/2023
The overpayment was refunded to the Mastercard used. Please check with your financial institution regarding the refund.

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Desert Radiology, a Radiology Partners Practice is NOT a BBB Accredited Business.