Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/01/2024
Type: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 Zoom Diagnostic in ****, ** on December 28, 2023. I had an ultrasound and an MRI that same morning. I paid $197.22 in copays that morning for both the ultrasound and MRI, which is what I was told I owed. When I received the EOBs from ********** they clearly state that I owe $22.87 for the ultrasound and $39.67 for the **** I have overpaid in copays in the amount of $134.68. I have tried to resolve the issue with Zoom Diagnostic but they refuse to give me my money back. I filed a dispute with my credit card and Zoom concluded that they owe me no refund. This is why I am filing a complaint today.
Business Response
Date: 06/23/2024
On April 17, my billing manager, *******************, emailed Ms *****.During the email exchange, ******************* stated Our office policy is that ALL claims are closed prior to refunding so that its an accurate refund amount. (*************** still had, then in this 4/17 email, and still does today, an open unpaid claim in our office) Ive explained on the phone a couple of times due to a cyber attack (that the entire healthcare industry was dealing with) our clearinghouse, Change Healthcare, was offline for quite some time and we couldnt get claims in or out. This was finally back up and partially running by the end of last month. It appears your claim was sent out to BCBS at that point however it hasnt been processed into their system yet. (Many providers were and still are experiencing backlogs of their claims at the insurance companies) *** continued to say;I spoke with our CFO who made an exception and has refunded the current credit due on your account of $89.19 for the US and MRI from Dec. Should you have any additional questions please let me know.I have attached proof that we refunded the patient the amount due that exact day. The remaining refund will be processed once her insurance company pays the current claim. The reason I didnt respond the other day when I spoke to ***** from the Better Business Bureau on the phone was that we were attempting to contact the insurance company to get a current status. When we were unable to get through, I had *************** the claim for the third time the patient insurance company. our office will continue to follow up on this claim and will process the remaining refund. We no longer have an open claim with a balance due.Should you need any additional documentation please let our office know.
***********************
Customer Answer
Date: 06/24/2024
Complaint: ********
I am rejecting this response because: A refund of $89.19 was credited to my credit card in April but that same day the credit was removed. Therefore I have gotten zero refunded to my credit card. So I am still owed $134.68!
Sincerely,
*****************************Business Response
Date: 06/25/2024
Our system shows a successful refund of $89.19 returned to acct ***** on 4/17/24.
There is no evidence of this being reversed or any other txn related to *************** in 2024. Perhaps she could offer proof?***********************
Customer Answer
Date: 06/26/2024
Complaint: ********
I am rejecting this response because: There really isnt a way to show proof that I did not receive a refund. It was pending on my credit card the afternoon of April 17, that same evening the pending refund had disappeared. The only way that could have happened is if Zoom retracted the credit. I have attached a copy of my credit card transactions from April 17, 2024.
Sincerely,
*****************************
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