Business Profile

Radiology

Desert Radiology, a Radiology Partners Practice

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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:07/13/2023
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.
Was told that my bill would be $55 and 6 months later I received a bill for **** and sent to collections and it effected my credit report. I was assured that my entire bill would be $55. And I paid and they sent me to collections.
Business Response
Date: 07/28/2023
The financial agreement that was signed at the time of service indicates that the amount collected is an estimate based on the information available to the provider from the insurance. The insurance makes the final out of pocket determination when the claim is received and processed by them. To dispute the out of pocket applied, please reach out to your insurance company.
Customer Answer
Date: 07/31/2023
They did not say that. They said my entire bill would be 55 dollars. I would not have had the procedure done. Complaint: 20312901

I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 08/03/2023
A copy of the financial agreement that was signed at the time of service can be obtained at the facility.
Initial Complaint
Date:07/05/2023
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.
two MRI were performed but D.I. only submitted for approval of one. I paid them what I would have owed $811 and ***** would have paid for the rest had they submitted for both MRI's correctly. Aetna statements show the identical codes for both mri's so they denied the second as a duplicate possibly. ***** says D.I. needs to appeal with them to correct their error. in the mean time D.I. will not respond to my emails or will not fix over the phone. they simply say the will review and then never get back to me and keep sending a bill. the bill is only $68 but the money I paid up front never went to my deductible for the year because of D.I. mishandling the pre-approvals and coding both MRI's the same as can be seen on the EOB's attached. it is impossible to talk to them and if you go to the office to discuss billing they turn you away. my phone is ************ please help me. at a minimum they shoul not send the bill to me and work with AETNA to fix this mess
Business Response
Date: 07/11/2023
An escalated request has been sent to the billing team to appeal the denied charge. They will also be moving the patient's payment from the denied charge to satisfy the balance on the one that was paid. A refund will be issued for any overpayments made.
Customer Answer
Date: 07/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:06/15/2023
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.
I went to ************************** to have my hands looked at. He has determined both hands have carpal tunnel. In preparation for the surgery, he wants full scans of both arms. He wrote an order to get the work performed at Desert Radiology (DR). ** made an appointment and went into the facility on Horizon Ridge. The appointment started with filling out forms including our insurance information. They accepted our insurance and collected the deductible of $180. At this time, I completed all the forms. They called to verify insurance coverage with ****** before any work was done.The work was performed on 10/27/2022. ** received a bill from them for $1,818.96 on Feb 17, 2023. ** called ******, and they noted that there were 4 ******** from DR. ****** was requesting DR to provide the correct billing codes to be reprocessed. ** called DR and told them to resubmit with the correct billing codes. On March 29th, 2023, DR told us to disregard any text messages that we were receiving as they were supposed to resubmit with correct codes. ** thought everything was fine. On 05/30/2023, we received a letter from a collection agency ******** requesting $1,815.90 from DR. ** were not aware of any communication with a collection agency. According to ******, my procedure is covered and they just need the correct information to reprocess their payout. ** feel they have failed to provide our insurance company, one they agreed to accept, the correct billing codes to process the claim correctly. ** feel this is an unfair practice to penalize the consumer for the inability for the business to provide the incorrect codes to any insurance they accept and expect to get reimbursed. ** would like DR to stop the collection process and work with our insurance to resolve any outstanding issues. ** have valid insurance, it is a valid procedure for the insurance to pay for, and DR must do everything possible to work with them to collect anything above the $180 deductible.
Business Response
Date: 07/05/2023
The *** codes submitted are correct based on the order and exams performed. Additional payment was received from the insurance and applied to the outstanding charge on 6/19/23.
Initial Complaint
Date:06/06/2023
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.
On May 18, 2023 I received a text from ************ with a link to a Desert Radiology bill dated 5/15/2023 showing a balance due of $982.00 for two 2021 claims. This was the first and only bill I received from DR for these claims. I was insured by the Alignment Health Plan Platinum HMO during the period of Jan 1-Dec 31, 2021 ************** P3 ****************************************** Health Plan Network 6/1/21-12/31/21/) This was a ******** Advantage Plan subject to ********'s timely filing regulations (12 months) & both claims on were denied in 2023 by *** for untimely filing. The DR ******* Department and the *** confirmed that the claims were not filed by DR until Feb/Mar 2023 almost 2 years after the dates of service. (1st CLAIM) ******* Date: 4/14/2021 for Code ***** DXA Bone Density $353 Loc: ************************ (2nd ****** ******* Date: 8/16/2021 ***** Extremeity ********* $629 Loc: *********************** The 5/15/2023 bill states "Balance Due is your responsibility to dispute the balance. Please contact your insurance company," *** informed me both claims were denied for untimely filing and that the provider cannot bill the patient. *** contacted the DR ******* department & informed me that DR agreed I should not have been billed and to not pay the bill. I called DR billing but could not get confirmation DR would no longer bill me. ******* told me a back office review would be requested. ******* confirmed a 2nd time that claims were not filed with insurance until 2023 & had no explanation as to why. ON JUNE 1, 2023 I RECEIVED ANOTHER TEXT MESSAGE REMINDING ME that $982.00 is due 6/14/23. I was disappointed to see the BBB "F" BBB and other similar complaints about DR. I have been very happy with DR testing services and hope we can quickly resolve this dispute so I can continue as a customer. I did cancel next weeks schedule nuclear medicine test pending resolution. SURPRISE BILLS 2 years after the fact are very stressful.
Business Response
Date: 06/13/2023
The charges were billed in error. The service dates in question will be adjusted and brought to a $0.00 balance.
Initial Complaint
Date:05/19/2023
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.
I got a referral too Desert Radiology for a CT scan for possible cancer. I have been smoking since was 13. They told me I am two young even though I had a double stroke at 39. I didn't realize cancer had an age discrimination.
Business Response
Date: 05/19/2023
The age requirements and other guidelines, which are followed by most insurance plans, are determined by the Centers for ******** and ******** Services, not Desert Radiology. Please reach out to your physician for other options, such as a referral for a low dose CT of the chest, which is what is done when patients don't meet the screening requirements.
Initial Complaint
Date:04/24/2023
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.
My wife - ************************* (DOB 3/27/1973) had a CT done of her abdomen on 3/14/23 at the Desert ************* ******* ** location. She paid $100.00 at the time of service to the hospital.Since then she has been getting texts from Desert Radiology demanding a $100.00 payment. We have received (2) so far. The first one I assumed was a typo / crossover but I replied to the second one via email requesting a reply showing zero balance. I have not heard from anyone at Desert Radiology at all in a week. Zero reply. I am not sure if Desert Radiology is a contractor for the hospital or what but my wife paid the only amount required at the time of service before she had the *** FYI the payment was paid via a credit card so we do have record. I basically cannot get anyone to pay attention to get their error corrected.
Business Response
Date: 04/24/2023
A copay of $100.00 was applied to the service in question by your insurance. The fee for the reading is separate from the hospital's fee. Please reach out to your insurance with questions regarding your out of pocket. Please call ************ for payment options.
Initial Complaint
Date:04/13/2023
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.
After receiving a bill for emergency treatment (computed tomography, abdomen and pelvis, with contrast materials on December 25, 2022), I called Desert Radiology Services (DRS) to see if a reduced cash payment (no insurance) was possible. The person on the phone agreed to this, and told me that my bill of $1,215 would be reduced, and that I would only owe $607.50.I asked to have this agreement in writing, via an updated bill. However, I was told that this was not possible due to their "billing system," and if I just sent $607.50, my bill would be considered paid in full, and everything would be updated after the fact. After calling multiple times and speaking to multiple customer support agents, each one said the same thing: they could not provide written proof of this offer and that simply paying $607.50 would be enough.After finally giving in, a check was mailed to DRS for $607.50 with a note that reflected the non-insurance, cash-payment discount. I thought everything was settled but bills continued to arrive that stated that I still owe an additional $607.50 (which means the discount promised was never provided). I called again to ask why this was happeneing, and once again I was assured that my bill had been successfully paid off, in full.Now another bill has arrived (dated 4/2/2023) DRS is threating to turn the bill over to collections, despite the bill being paid in full, according to our agreement. Although, as mentioned above, no written proof of this agreement was provided, our phone conversations were recorded (as per DRS customer support policy), so plenty of evidence of our agreement exists.I would like my bill to be marked "paid in full," as per our agreement, and my dealings with DRS to be complete. I have attached the most recent bill for reference. Thank you.
Business Response
Date: 04/27/2023
The charge was adjusted to reflect a $0.00 balance on 4/7/2023.
Customer Answer
Date: 04/27/2023

Complaint: 19930504

I am rejecting this response because: Desert Radiology has failed to respond, so I would like to keep this issue open until they respond or they stop attempting to over-charge me.

Sincerely,

*****************************
Business Response
Date: 05/09/2023
The charge was adjusted to reflect a $0.00 balance on 4/7/2023. Since that date, no attempts have been made to collect a from the patient as there is no balance due.
Customer Answer
Date: 05/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate your efforts and support, as I do not believe this issue would have been resolved without your intervention.

Sincerely,

*****************************
Initial Complaint
Date:03/29/2023
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.
For 4-1/2 months, Desert Radiology (***) has harassed me. On 6/7/22 I fell requiring medical treatment. *** provided a CT scan. 11/14/22 received *** 11/2/22 bill indicating UHC Intermountain has denied these services. The balance due is your responsibility ... After a series of calls to UHC, I spoke with a representative who established a 3-way call between UHC, *** and me. During the 28 minute phone call, *** informed the *** representative that the reason the claim was denied was because they failed to submit their bill within contractual timeline. They were advised if they had proof of timely billing, UHC would process it. *** was advised I do not owe them anything.1/18/23, 6:03 PM, text received stating, ... bill for imaging services from *** is ready to view. Please view & pay your bill ..."1/19/23 received *** 1/16/23 bill. Called ***, explained 11/14/22 conversation. ***representative said to disregard the bill, they would forward information on to clear account. 2/16/23 called ***-**** not cleared 3/7/23 received *** 2/25/23 bill. ... final effort to collect on your past due balance. If payment is not received with 30 days, your balance will be turned over to collections ... Called ***, during my 18 min 18 sec call, was advised that they were sending bill to UHC. Told them that's ridiculous. UHC already told them they would not pay and I was not responsible. Note bill shows UHC second denial. Demanded to speak with a supervisor. ****, Escalation Specialist claimed she will send information over to clear the account and ensure follow-up.3/15/23 ***-not cleared. Called UHC. Advised I owe *** nothing as *** NOT allowed to bill for charges above the amount UHC states is the patients share.3/17/23 ***-not cleared 3/21/23 Went to UHC. ***************************** advised me to call OCHA.3/21/23 ***-not cleared. 3/23/23 ***-not cleared.3/24/23 Called ***. During my 11 min 26 sec call with ***** she said she'll send another request to escalation *****
Business Response
Date: 04/04/2023
A request has been sent to the billing team to follow up with the insurance. The balance has been taken out of the patient's responsibility.
Customer Answer
Date: 04/05/2023

Complaint: 19868566

I am rejecting this response because:
Desert Radiology simply states they will follow up with the insurance company. (Even though they have twice billed and been denied twice.) Moreover, although they state they will remove the charge from my account, nothing is stated that this is a permanent removal and they will not harass me for another 4-1/2 months once the claim is denied again.

Sincerely,

***********************
Business Response
Date: 04/18/2023
The charge has been adjusted.
Customer Answer
Date: 04/18/2023

Complaint: 19868566

I am rejecting this response because:
On April 4, 2023, Desert Radiology stated, "The balance has been taken out of the patients responsibility." That was two weeks ago. Today DRS stated, "The charge has been adjusted." Yet another quick phone call just now to DRS to verify this statements show it's false. The amount due still reflects $458.00.

Sincerely,

***********************
Business Response
Date: 04/18/2023
The balance was adjusted on 4/16/23. There is no record of a conversation with billing today. Could you please provide the name of the representative who advised you a balance is still due so that we may provide feedback to the customer service team?
Customer Answer
Date: 04/18/2023

Complaint: 19868566

On April 4, 2023, DRS stated, "The balance has been taken out of the patients responsibility." Yet today, two weeks later, DRS states this was done on April 16.
Obviously, having spents hours on the phone with DRS representatives who were unable to have the bill corrected, the last thing I needed was to waste more of my time. That said, I called ************, which is the telephone number reflected on DRS numerous bills. By selecting "1" then entering the account number and DOB, the caller is able to find the balance on their account. Calls were placed on 4/7, 4/12 and today, 4/18. All reflected a balance due of $458.00.

Sincerely,

***********************
Business Response
Date: 04/19/2023
Documentation will be sent to the address on file showing the write off taken on 4/16/23 and a balance of $0.00.
Customer Answer
Date: 04/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:03/13/2023
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 had a few procedures done for UMC via Desert Radiology in 2017, to which I believed was paid in full as I never received a follow up insurance bill for any outstanding amount. Fast forward 6 years...to 2023, as I ran a credit check on myself and come to find out I have two outstanding accounts and collection agencies as a result of Desert Radiology. I called Desert Radiology on 3/9/23 to inquire about this and they informed me it was from the procedures in 2017. I informed him we never received a bill and our past payments were always on time. He provided the address the bill was sent to, which was an address that does not exist in ***** County. He then stated that UMC provided a wrong address. I called UMC on 3/9/23 and they stated that my account was billed to insurance and paid in full. UMC also stated they did not provide an address to Desert Radiology. I then called Desert Radiology back on 3/9/23 to inquire more about this and they said my account was closed. When I asked to get this information in writing to provide to the collection agencies, they would not provide me with anything in writing and used the excuse that my account information is not correct, despite me providing my full name, date of birth, social security, and the one and only address I lived at.
Business Response
Date: 03/14/2023
Good Afternoon *******,
Unfortunately, I am unable to locate your account by name only. Could you please provide me with your date of birth for further research?
Thank you,
*****
Customer Answer
Date: 03/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:02/21/2023
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 charged me for services in 9/2021. They later sent a bill for $250 more without explanation. I was unable to pay the bill through their portal. I made attempts to contact the billing department, and tried to review billing online. Could not do it. They sent this charge to collections without every notifying of the reason for the charges. When I contacted them they ADMITTED that they overcharged me because they didn't receive documentation from the insurance company. I contacted Desert Radiology and they sent a letter to me, and reportedly to the collection agency, stating this charge was removed. However, the charge remains on my credit and they have not completed their legal duty to remove this bogus charge.Desert Radiology has not filled/ requested appropriate charge information from my health plan, Sierra ****** and Life.
Business Response
Date: 03/09/2023
We are working with the insurance to obtain the *** for the charge in question. An escalated request has been sent over to the billing team to contact the agency regarding the balance.
Customer Answer
Date: 03/13/2023

Complaint: 19440791

I am rejecting this response because:
Desert Radiology was notified multiple times that the charge was in error. It was not until I threatened legal action that they even removed the claim from collections. They were contacted even with an insurance representative on a joint phone call and they could not resolve this issue. This is inappropriate in multiple ways. They charged me above the accepted insurance rate, never notified me of this supposed increase in charges, and sent off to collections.
Sincerely,

*********************
Business Response
Date: 03/14/2023
Good Afternoon *****,
Your account was removed from collections on 2/9/23 and may take ***** days for the credit agencies to update their records. At this time we have requested the *** from your insurance and are pending receipt to update your account.
Thank you,
*****

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