Complaints

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

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• 

  ProScan Imaging

  5400 Kennedy Ave Cincinnati, OH 45213-2664

• 

  ProScan Imaging

  45 S Stanfield Road Troy, OH 45373

• 

  ProScan Imaging

  4440 Glen Este Withamsville Rd Ste 1100 Cincinnati, OH 45245-1331

• 

  ProScan Imaging

  11596 Springfield Pike # 27 Cincinnati, OH 45246-3527

• 

  ProScan Imaging

  4850 Red Bank Rd Ste 310 Cincinnati, OH 45227-1546

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:01/14/2023

  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 December 23,2022 Spine specialist by the name Benjamin V***** at ********** Orthopaedics &Sport Medicine at **** **** ** in Cincinnati ***** told me he' was going to referral me to receive a MRI for the Sactica disorder and see about fracture. But first had to have prior authorization. To be sent to procan Imaging as approved. Well, it was approved cause before hand, a called Proscan Imaging and ask if they received the referral and one of the chick stated they didn't receive it yet, it take 24hrs and when they do receive it they will sent me a text message stated to make appointment. I received a text made appointment. It was for Jan 13 2023 at 4:45pm. I received another text message after that stating ,"schedule your appointment". I called back changed the time for Jan 13 2023 for 2:15pm. I arrived at Proscan Imaging on date and time at **** ******** *** ** *********** **** ***** * Number ###-###-#### and when I sign inthe receptioist stated my referral was denied. But before hand it was stated by management they didn't receive it. And when it's approved by my health insurance the doctor which is Dr. V***** from ********** spine and joint Center. They will receive the referral and they will send me a text message to make appointment. I been waiting 30 day for that appointment so I can get back to work and get better treatment. It was for my lumber spine fracture and Sactica disorder. Me and my job waswaiting for the document from results. Now I have to start all over again this process.?????? ******** ******* Jan 14,2023 9:34am

  Business Response

  Date: 01/23/2023

  January 23, 2023 
  
  ***** ******** 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  
  RE: ID: ******** 
  
  Dear *** ********: 
  

  This letter is in response to your correspondence received on January 14, 2023 
  regarding the above-referenced BBB ID Number ********. 
  

  ProScan received patient’s scan order from the referring physician on January 3,, 2023.

  Patient was contacted same day to schedule an appointment ten (10) days from the 

  date  the  order  was  received,  as  that  is  the  timeline  for  receiving  approval  from 
  patient’s insurance.  
     
  On January 11, 2023, ProScan left a voicemail for the referring physician as well as the 
  patient to advise both that a denial had been received from patient’s insurance and 
  the appointment would need to be canceled since getting a denial from the insurance 

  overturned  could  take  up  to  thirty  (30)  days.  We  did  receive  a  call  back  from  the 
  physician’s office requesting the denial from insurance be faxed to them. We did not 
  receive a call back from the patient that day. Since no response was received from the 
  patient regarding canceling the appointment, we left another voicemail on January 12, 
  Patient arrived to the appointment on January 13, 2023. ProScan checked the denial 
  status to see if it had been overturned but unfortunately, it had not. ProScan asked 
  patient to follow up with her referring physician to make sure the appeal had been 
  submitted and once the denial had been overturned, we would be happy to reschedule 
  the appointment.  
  
  We apologize for any inconvenience that this patient may have experienced. If you 
  have any questions, please feel free to call us at ###-###-####. 
  

  Regards, 
  
   Hanna C******, Compliance & Risk Paralegal 
  

  
  

• Initial Complaint

  Date:09/09/2022

  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 have an mri scheduled for tomorrow. Today the provider called and said that I had to pay my coinsurance when I go tomorrow. I asked them to bill my insurance first because I have an HSA plan and my coinsurance amt may change because other claims are coming in. The rep said that I should reschedule my mri if I need to wait for other claims to come in. Then she said my coinsurance would never change. I am nearing my put of pocket max, so if I pay a coinsurance and other claims come in, I will be due a refund. This happened to me with another provider and it took almost 6 months to get a refund. The woman again said that I could/should reschedule my mri if I couldn’t pay my coinsurance. I *can* pat my coinsurance but prefer to wait until my insurance is billed so that I’m not waiting months for a refund. It is appalling that a rep repeatedly suggested that I postpone a needed mri because Proscan can’t wait for insurance processing to get their coinsurance.

  Business Response

  Date: 09/23/2022

  
  September 23, 2022 
  
   
  
  
  Leslie Hinton 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  Cincinnati, Ohio 45202 
  
  RE: ID: ******** 
  
  
  Dear *** ******: 

  This letter is in response to your correspondence received on September 9, 2022 
  regarding the above-referenced BBB ID Number ********. 
  
  ProScan is committed to providing all of its patients with the highest standards of 
  service. Our Company Policy related to co-insurance states “All patients must pay the 
  applicable co-payment, deductible or co-insurance at the time of service.” This policy is 
  applicable even for patients with an HSA account. Further details of this policy can be 
  found on our website at: https://proscan.com/for-patients/insurance-and-billing/  
  
  We continue to train our employees on the best ways to assist patients with payments. 
  
  Employees will direct patients to our payment policy on the ProScan website or to their 
  health insurance company to review their plan. Our Center Manager attempted to 
  reach out to this patient by phone to discuss our policy further.  
    
  We apologize for any inconvenience that this patient may have experienced. If you 
  have any questions, please feel free to call us at ###-###-####. 
    
  
  Regards, 
  
  PROSCAN IMAGING   

  Hanna C******, Compliance & Risk Paralegal 

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

  
  

  
  

  Proscan’s policy also states “If you cannot pay the full amount of your co-insurance or deductible at the time of service, a deposit will be expected at time of service unless you previously made different payment arrangements.”

  
  

  Because I was close to my max out of pocket for the year, I asked to have my insurance billed FIRST so that I would not be at risk of overpayment.  This has happened to me before, and getting a refund from a provider is extremely challenging.  I was not offered, nor did I know about, placing a deposit.  The ONLY options offered to me was delaying my scan until “all my bills came in”.  Asking a patient to delay a scan for payment is negligent, and a violation of their policy which states that different arrangements could be made.  

  
  

  I repeatedly stated that I was only asking for insurance to be billed first, and why.  I was given misinformation (my coinsurance would never change, and that insurance would refund me).  My coinsurance does change, and is eliminated when I hit max out of payment.  Insurance would never issue a refund because I do not pay anything to insurance.  Patients pay a provider.  In addition to misinformation, Proscan violated their own policies by not offering an alternative payment option and focusing on money first.  

  Business Response

  Date: 10/11/2022

  Manager communicated with patient on 9/27/22 to discuss relevant company policy regarding this matter. No further communication required.

   

  Thank you. 

• Initial Complaint

  Date:08/26/2022

  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.

  Called and scheduled with Proscan rep. Told to text Rx for MRI. Faxed on a Friday and told had to wait a week to preauth. Called Monday, Tuesday, Wednesday to get *** & ****** codes to see where precert was at. Was told Thusday (day before MRI) per Insurance company just received Rx Thursday morning - stating they needed clinicals. Now pushing me back 72 hours - unacceptable considering they made me schedule a week later because to "ensure Proscan had time to precert - (cant put weight on my leg to walk). Requested case number with Insurence. I then called the Dr. Office... they never received a request for clinicals. Gave them the case number requesting they expedite this. Showed up for scan and had to pay out of pocket and told because they didn't have auth from the insurance (again - no sense of care or urgency for patients) basically too bad they cant do anything at this point. They do not care about the patients. They allowed themselves to not have to move forward at my expense. Glad I was able to use previous precert knowledge to even know to get a case number. I will never use Proscan again.

  Business Response

  Date: 09/06/2022

  September 6, 2022
  
  
  
  ***** *****
  Better Business Bureau
  Cincinnati, Ohio 45213
  One E. Fourth Street, Suite 600
  Cincinnati, Ohio 45202
  RE: ID: ********
  
  Dear *** *****:
  
  This letter is in response to your correspondence received on August 26, 2022 regarding
  the above-referenced BBB ID Number ********.
  
  ProScan is committed to providing all of its patients with the highest standards of service.
  We have conducted a thorough review of the patient’s account. The following is a
  summary of our findings:
  
   8/19/22: Patient was scheduled for an appointment on August 26, 2022. There
  was no order included with the appointment request.
  
   8/24/22: ProScan requested an order and notes from the patient’s doctor via
  voicemails and fax.
  

  8/25/22: ProScan received the order and the precertification process was
  initiated with the patient’s insurance company. The insurance company pended
  the case for notes. As a result, ProScan called the patient and left a voicemail
  explaining that the patient would need to reschedule or agree to be self-pay.
  

  8/26/22: Patient paid the self-pay rate and proceeded with the MRI Scan.
  

  8/29/22: ProScan received the notes from the patient’s doctor’s office and has
  .uploaded the notes for insurance review. ProScan is seeking a retrospective
  authorization from the patient’s insurance. If this is denied, ProScan will initiate
  a refund for the full self-pay rate.
  
  We apologize for any inconvenience that this patient may have experienced as a result
  of our normal pre-authorization and scheduling process. We seek to stay at least 3-5
  days ahead of our schedule, however recent staffing shortages and other challenges
  have prevented our ability to meet this target. We believe we are headed in the right
  direction to begin meeting our historic timeline of working authorizations 3-5 days out
  from the date of service.
  
  If you have any questions, please feel free to call us at ###-###-####.
  
  Regards,
  
  Carly K***, Senior Director of Legal Services

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:

  
  Just to reiterate to Ms. K***, I was told at the time of scheduling to text MRI order to 239-572-4187 on 8/19 @ 3:15pm and have provided confirmation that states "received." 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:08/13/2022

  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 9/17/21 my wife ***** got an MRI at the ***** location of ProScan. The charge was $2000.00. They have received a total of $2438.25 for their services, $1890.44 from *** insurance, and $547.81 from *****. We had received a billing from ProScan for $447.81, and they were paid. Then, *** paid them again. They tried to keep the overpayment, refusing to answer my letters and phone calls. Then, I turned them in to the BBB. The reply to BBB on April 21, 2022 said they had made an error, and that ******* refund was being processed. August 21, 2022 will be 120 days of processing. Is their accounting department that pathetic, or are they just trying to steal $438.25 from a customer that tried to do the right thing and pay a billing charge? If they were an honest business, this matter would have been cleared up a long time ago. ProScan owes ***** $438.25, and for the last time, we are asking for a refund, and the date the refund will be paid. “ ProScam “ is a more suitable name for that company!

  Business Response

  Date: 08/26/2022

  August 24, 2022
  
  ***** *****
  Better Business Bureau
  One E. Fourth Street, Suite 600
  Cincinnati, Ohio 45202
  
  RE: ID: ********
  
  Dear *** *****:
  
  This letter is in response to your correspondence received on August 15, 2022 regarding the above-
  referenced BBB ID Number ********.
  
  ProScan is committed to providing all of its patients with the highest standards of service. As mentioned
  in our previous correspondence regarding this patient account, we conducted a thorough review of the
  patient’s account and attempted to issue a refund back in May of 2021. Upon receiving this subsequent
  letter, we immediately called the patient to address the situation and issued a full refund
  
  We apologize for any inconvenience that this patient may have experienced. If you have any questions,
  please feel free to call us at ###-###-####.
  
  Regards,
  
  PROSCAN IMAGING
  
  Carly K***, Senior Director of Legal Services