Complaints

This profile includes complaints for Lenox Hill Radiology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lenox Hill Radiology

  61 East 77th Street New York, NY 10075-1817

• 

  Lenox Hill Radiology

  3250 Westchester Avenue Bronx, NY 10461-4500

• 

  Lenox Hill Radiology

  240 Madison Ave New York, NY 10016-2820

• 

  Lenox Hill Radiology

  375 E Main St Bay Shore, NY 11706-8418

• 

  Lenox Hill Radiology

  1390 Hempstead Tpke Elmont, NY 11003-2539

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:03/24/2023

  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.

  On 2/7/2023, *** service was provided by Lenox Hill Radiology. The amount owed at time of service was $795.93, which was paid in full via credit card. On 2/9/2023, the *** service claim was processed by my insurance provider and I was notified the amount owed at time of service should have been $389.61 and that I need to request a refund of $406.32. I have called Lenox Hill Radiology on two different occasions and they have agreed to a refund in the amount of $406.32 to the credit card used at time of service on both occasions. However, my refund has yet to be processed and I am no longer able to reach them on telephone.

  Business Response

  Date: 04/17/2023

  This letter is a response to the above referenced complaint.  We have reviewed all aspects of *********** complaint and summarized in the below response.
  
  On February 7th, 2023, patient was provided MRI Imaging of the Left Shoulder at Madison ****** Medical Imaging.
  
  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefits are confirmed via an EDI **************** Interchange)process. The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to their insurance.  Based on their coverage a 271 response is received providing the patients eligibility and out of pocket cost share including Co-payment, Co-Insurance, and/or Deductible.
  
  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process.
  
  At the time of service, the 271 response from the patients insurance provided that patient still had a remaining deductible of $1377.17. Our estimated cost per our contracted amount with BCBS is $795.93. We collected $795.93 from the patient at the *** based on his remaining deductible owed.
  
  After services are complete and the radiology report is finalized,services are coded (CPT/ICD10) and submitted to the insurance carrier.  The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated.
  
  Patient was issued refund on  4/12/2023 back to the credit card on file in the amount of $406.32.
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the *** to the appropriate management or executive levels within our company, to track,document, train and educate internally to avoid future occurrences of this nature.
  
  We greatly appreciate how you worked with us on this complaint and sincerely apologize for the delay in sending your refund.
  
  Regards,
  
  
  ******************** ***
  *** ***************** *******
  ******************************  

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  Date:03/01/2023

  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.

  ********************* Radiology in ************* ******** refuses to issue my refund. I used their service in Oct 2022 and paid with a credit card. They later claimed from my health insurance and I was due a refund of a little over $200. I have been trying to get this money back since last year and they constantly give me the runaround. Since last year everytime I call them they say its processing.

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  I would like to retract my complaint made against the business in reference to complaint ID ********. The matter has been satisfactorily resolved. I find that there was no error on the business' part this matter was as a result of a simple miscommunication between both parties. 

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

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  On January 6, **** my mother, ************** *********, had x-rays taken *********************************************** Imaging, Astoria, **. Per the Explanation of Benefits that followed from the Centers for ******************* (CMS) she was not responsible for the balance of $29.82 as she is ****************** Beneficiary. As a ******** provider *********************************************** Imaging did not follow the billing restrictions on ****************** Benerficiaries (those that received ******** and ********** Having responded to the bill on behalf of my mother, ************** *********, I included the *** and I referred Lenox Hill Radiology back to the Centers for ******************* Services for further clarification as needed. Despite my best effort they turned this bill over for collection to Balanced Healthcare Receivables in ************** which I am trying to resolve under separate cover. *********************************************** Imaging Associates has chosen to violate CMS program policy and needs to be held accountable for their illegal billing practices.

  Business Response

  Date: 12/07/2022

  This is to confirm we have fully responded and reviewed all aspects of *** ****** complaint regarding her mothers account. We have adjusted her account which now reflects a zero balance. 
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track, document, train and educate internally to avoid future occurrences of this nature.

• Initial Complaint

  Date:09/26/2022

  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.

  On 3/15/2022 I went to Lenox Hill Radiology office in Astoria for preventative routine mammogram. Each time I have gone there in the past, they have also done a bilateral breadt ultrasound. In the past, I have never been charged for this. I received a total bill of $125 for the ultrasounds. I called 5 times to their billing **** each time being told they'd review the bill, and send another. Each time they sent the bill. The reason I refused to pay is because there should be no charge, as per law, to me, for this procedure. In 2010, a law was signed stating that those with primary family history of breast CA should incur any cost sharing for breast ultrasound needed. I told them this Each time I called the same. I also filed a complaint with *********************** I have always gone hear for my screens. I am pre-screened Each time. They are aware Each time of my family history. My sister and mother have had breast CA with mastectomies. These actions dissuade some people from being tested and this issue needs to be addressed foe others as well.

  Business Response

  Date: 10/28/2022

  This is to confirm we have reviewed all aspects of ************************** complaint.
  Based on the complaint filed, ************************** desired settlement is I want Lenox Hill Radiology and Healthfirst to stop illegally charging me for this procedure.
  We would like to address this completely. Lenox Hill Radiology submitted a claim to HealthFirst for services rendered on March 15, 2022. After services are complete and the radiology report is finalized, services are coded and submitted to the insurance carrier (HealthFirst). The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated. Lenox Hill billed ************************** the copayment as based on the **** from HealthFirst, there was no illegal billing performed.

  
  The service in question is the Breast Ultrasound, CPT ******************************************************** ************************** case her referring doctor ordered a Mammogram Screening with bilateral Breast Ultrasound. HealthFirst processed the claim for the Breast Ultrasound she had on March 15, 2022 and applied a copayment in the amount of $125.00. ************************** plan with HealthFirst is a 65 Plus Plan (HMO) which a ******** Advantage plan that follows ******** guidelines.

  
  There is a slight misconception in regards to the ************** breast legislation which went into effect in July 2016 and updated in January 2017. The legislation indicates; The law also removes cost-sharing for women in need of imaging tests other than standard mammograms - such as diagnostic mammograms, breast ultrasounds, and breast magnetic resonance imaging (MRI) for the detection of breast cancer. However, the ** breast cancer law does not apply to Medicaid, ******** or ******** Advantage plans. As mentioned earlier, ************************** has a ******** Advantage Plan.
  
  The data to support this can be found here: ***************************************************************************
  On September 23rd, ******** from HealthFirst contacted our office along with ************************** on the line. ******** advised an appeal had been submitted with reference number ******** on the patients behalf. Based on that appeal, the claim was reprocessed and paid in full with no patient liability. We are happy that this turned out in ************************** favor but can not ensure this will occur each year.
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track, document, train and educate internally to avoid future occurrences of this nature.
  We greatly appreciate how you worked with us on this complaint.

• Initial Complaint

  Date:08/11/2022

  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.

  I had a CT scan done at Lenox Hill Radiology's Bay Ridge location on November 10, 2020. Prior to scheduling the service, I called the office, gave them my insurance information, and asked what the cost would be. They quoted me $80 so I scheduled the appointment. I paid $89.93 on the day of service, which is reasonable. In June 2022 (19 months later) I received a bill in the mail saying I owe $436. When I called to ask about the bill, they said they had a delay but that the bill was accurate. When I called my insurance, they said that I could not appeal their coverage because a year had passed since the date of service. Had I received the bill in time, I could have worked with my insurance to appeal it. As it stands, I am being charged over $500 for a service that I was quoted $80 for (over 5 times the amount). Considering how late I received the bill and that I can no longer work with my insurance to cover it, I do not believe I should have to pay this bill.

  Business Response

  Date: 08/22/2022

  This is to confirm we have fully responded and reviewed all aspects of *** ******* complaint.  

  
  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefit information is confirmed via an EDI **************** Interchange) process by way of our ***************** partnerships.  The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection and a 271response is received providing the patients; Eligibility status Out of pocket cost shares; including Co-payment, Co-Insurance, and/or Deductible.

  
  We notify the patient of their estimated cost share at the time of scheduling if the patients scheduled their services, and if the insurance returns the 271 in a timely fashion during the scheduling process.  In this scenario, the response only indicated a patient cost share of 20%however her claim processed first to her deductible, then her coinsurance. 
  After the services are complete, radiology report is finalized the services are coded and submitted to the insurance carrier.  The explanation of benefits {EOB}is the actual source of truth document that will notify both the patient and the provider of how the services adjudicated and if indeed there are any additional actions to be taken based upon the actual EOB.    
  *** ******* claim processed from her insurance in December 2020 with a claim specific adjustment which was not worked timely.  Due to this, we have honored her request of adjustment for this service and her account reflects a zero balance.  We have contacted the patient and she was satisfied with the outcome.   
  
  We are committed to having created a seamless process that promptly escalates patient inquiries on behalf of the patients and any organization including the BBB to the appropriate management or executive levels within our company, to track,document, train and educate internally to avoid future occurrences of this nature.
  
  We greatly appreciate how you worked with us on this complaint.

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/19/2022

  Type:Product 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 ultrasound done at *** on 12/22/21. At that time I was requested to pay a copay of $31.51 which I did. When my insurance uploaded the claim it was only $16.61 that I was supposed to pay as a copay. I called *** billing department in January 2022 regarding this issue and was promised to review it, no resolution. I called second time 2/8/22 and was told that they put a request for a refund-no refund. I called again on 4/26/22 and was told that they will send it for another review. Called again on 6/13/22 and was told that they need ***. I contacted my insurance Aetna and they called *** on 6/15/22 while I was on the phone. *** was sent to *** by Aetna and by me personally on the email address provided by ***. We were told that this issue will be resolved within ***** days. On 6/28/22 Aetna called *** to follow up. They told Aetna representative that they still reviewing the issue but will remove a responsibility from my account and issue a refund. I called again today 7/19/22 because I didnt receive a refund. Representative told me that she will submit a request for a refund again. So I am back to square one. I was told the same thing in February. I need help to get my refund of $14.90.

  Business Response

  Date: 07/21/2022

  This is to confirm we have fully responded and reviewed all aspects of ************ complaint.

  
  Please be advised it is our policy to collect the patient responsibility at the time service is rendered.  We communicate with the patients ********* to collect what is due up front. We obtain the amount to collect from the patients ********* plan prior to their visit. If after the claim adjudicates by the ********* plan there is a credit (Due to the patients ********* carrier providing an incorrect time of service cost share), we refund the patient. 

  
  In this case the claim processed by *** ********* ********* and one of two services performed denied.  After further research we found that the claim was in review with our coding team and refiled to Aetna for the denied service.  After claim was refiled, we have determined that Aetna has updated their medical policy and consider the charge inclusive.  We have made the necessary adjustment to the charge and a refund was processed on July 19, 2022 to her credit card.  
  
  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company, tracking such an inquiry through completion.
  
  We greatly appreciate how you worked with us on this complaint.

  Customer Answer

  Date: 07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************