Complaints

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

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Premier Radiology has 11 locations, listed below.

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  Premier Radiology

  28 White Bridge Rd STE 111 Nashville, TN 37205-1466

• 

  Premier Radiology

  789 Old Hickory Blvd Brentwood, TN 37027-4504

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  Premier Radiology

  3310 Aspen Grove Dr STE 101 Franklin, TN 37067-2851

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  Premier Radiology

  262 New Shackle Island Rd STE 206 Hendersonville, TN 37075-2489

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  Premier Radiology

  1210 Briarville Rd Bldg F602 Madison, TN 37115-5147

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:09/08/2022

  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 to Premier Radiology on 03/08/22. I had a X-ray to check for pneumonia. While there I asked about a heat X-ray that shows plaque. They stated that nit was not covered by insurance, I told them I understood since I have had its done before at Springfield. They told me the cost would be $50 and my copay for the pneumonia was $28. My credit card was charged $78 on the 9th.
  I later received a statement saying I owed $50 for heart X-ray. I called the customer service number and explained just what I said here. I was told it would be taken care of. Then approximately 2 months later I again received a notice from Premier Radiology. This time I sent a letter certified mail with a copy of what my insurance paid regarding lung X-ray for pneumonia and what I paid out of pocket for the heart X-ray. Never heard a word back. Now I have a collection notice from ***** *******. I will send them the same information but it seem Premier Radiology doesn't care if you paid they are trying to take more than they are owed. If they could get every customer to pay $50 just to make them go away it would be a shame. A company this size customer service is truly lacking.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/19) */
  Contact Name and Title: ***** ******, CSL TN
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ************@radpartners.com
  We are writing in response to the complaint received by Radiology Partners from your office dated September 8, 2022.
  This correspondence raised concerns regarding a patient billing for radiology services provided to Mr. **** ***** on March 8, 2022. Upon receipt of this complaint, we performed a detailed review of Mr. *****'s account to investigate the balance on his account sent to collections.
  We found the patient was provided services on this date and made payment of his estimated patient responsibility based on eligibility and benefit verification completed prior to his service. The payment posted to Mr. *****'s account with errors. This caused Mr. ***** to be billed for one charge while the payment remained on another charge.
  Actions taken to resolve this account are the following:
  1. Account was recalled from collections agency and deleted
  2. Patient payment was reallocated to satisfy the balance
  3. Refund for payment was issued to the patient's credit card used at time of service
  
  I had the opportunity to discuss the above error and actions taken with Mr. *****. A copy of the refund receipt was emailed to Mr. *****. I received confirmation from him that the refund is posted to his account.
  
  
  Consumer Response /* (2000, 10, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/15/2022

  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.

  Date of Service: 3/16/2022. I was given an estimate and final bill by Premier Radiology in Smyrna, TN which I paid. I was informed the readings for the imaging were completed on site and I should not receive additional bills. However, I've received bills from another company, ******** Imaging. I've called Premier and presented several times to the facility- the onsite manager states she's worked for Premier x14yrs, was unable to explain the bill. I've requested a billing supervisor contact me, it's been almost 3 months, to date no one has followed up with me. I've also requested a billing manager contact me from ******** Radiology, I have not received any feedback. I did speak with a representative at ******** 2 mths ago, she set up an online portal for communicating, it has since been deleted. A few weeks ago, I received a letter from ************* a debt collector. A certified letter was mailed to ************ with the initial estimate, PR bill, and document showing the final payment was made. They received the letter 8/5/22, they have yet to follow up with me regarding the matter.
  My services were with Premier Radiology, the bill was paid in full. I strongly feel a billing manager should contact me to discuss the matter, possible assist in resolving this issue.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Contact Name and Title: ***** ******, CSL RCM
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ************@radpartners.com
  Our review of the account determined Ms. ******* was provided services on this date and was provided an estimate of patient responsibility. The document discloses this is an estimate and actual amounts owed for service may be more or less. The document discloses final determination of benefits and eligibility are considered when the claim is processed. The document further discloses total cost of services may be billed separately from Premier Radiology. Ms. ******* signed the insurance estimate and made a partial payment of her estimated patient responsibility. A copy is attached.
  
  In review of the billing actions taken on the account, our Revenue Cycle Management department identified we accurately processed all claims to ***** as a split billing, based on our contract with the insurance payor. The claims were all processed by insurance to the patient's deductible, including the screening services. Contact was made with ***** who advised that the patient's insurance plan is limited to a private network of providers the patient is eligible to obtain services from at an in-network rate. While Premier Radiology is in-network with *****, the specific group plan has excluded participation outside of their own providers.
  
  In light of this information, and with understanding that screening services from in-network providers are benefits covered at no cost to the patient, I am offering to waive the balance of the screening service. The balance due for both the technical component and the professional component of the MRI would remain patient responsibility.
  
  Due to payments made on the account for the balance, I did reach out to the patient on 8/25/2022 to discuss and resolve the balances. I left a message requesting a callback and hope to speak with Ms. ******* in the coming days to resolve all open charges.

• Initial Complaint

  Date:08/01/2022

  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 July 5th, 2022 I was referred to Premier Radiology for an MRI on my knee. Upon arriving I completed the forms and was informed that the price would be $415 for the MRI. I paid in advance, and received the MRI. I was escorted back by a nurse, and she did the whole process.
  
  Today on 08/01/2022 I received a bill in the mail from *** Radiology for another $295. I called *** and was informed that this is a "doctor fee" for the visit. I did not visit with a doctor at this visit, a doctor did not go over my results with me, or give me any guidance. I also did not consent or visit anyone associated with ***.
  
  This is fraud.
  
  I called the company and took approximately 45 minutes to get through. The customer service rep was unhelpful and did not resolve or commit to waiving the bill.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/12) */
  We are writing in response to the complaint received by ********* ******** from your office dated August 1, 2022.
  This correspondence raised concerns regarding a patient billing for radiology services provided to Mr. ****** ****** on July 5, 2022. Upon receipt of this complaint on August 3, 2022, we performed a detailed review of Mr. ******'s account to investigate his complaint regarding a balance on his account.
  We found the patient was provided services on this date and was provided an estimate of patient responsibility based on eligibility and benefit verification done 6/28/2022. The estimate is signed by the patient at time of service and states that the final determination of patient responsibility is determined when the claim is processed. (see attached copy of estimate signed by patient)
  For each service we provide, there is a technical component (performing the service) and a professional component (radiologist reviewing the images and dictating report). Many factors determine if we bill a service as a "split billing" (separate claims for technical and professional components) or as a "global billing" (technical and professional together as a single charge).
  Upon investigation, our Revenue Cycle Management department identified the following:
  1. We processed this claim to ***** as a split billing, based on our contract with the insurance payor.
  2. Insurance processed claim for technical component 7/20/2022 with a patient responsibility of $414.49 3. Insurance processed claim for professional component 7/20/2022 with a patient responsibility of $102.55
  4. Patient made payment of $405 on the date of service
  5. Patient payment is applied to technical component and patient was billed $9.49 on 7/22/2022
  6. Patient was billed $102.55 for professional component 7/28/2022
  7. Patient made payment of $9.49 on 7/28/2022
  ********* ******** takes both the clinical and administrative experience of our patients very seriously. Mr. ******'s concerns are extremely important to us.
  We believe we have addressed the patient's questions and concerns during our phone interactions. We have also taken the appropriate steps to review and confirm the balance the patient has been billed for accuracy.
  If your office has any further questions or requires additional information or clarification in this matter, please contact me at (XXX) XXX-XXXX or ************@radpartners.com
  
  
  ********* ******** thanks you for bringing these patient complaints to our attention and providing us an opportunity to respond to and correct this patient's billing issues.
  Sincerely,
  ***** ******
  Client Services Liaison
  Revenue Cycle Management
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was no professional component to this office visit. I received no advice, discussion, report, nor even interaction from any radiologist at Premier *********. Just a bill.
  
  Further, I was required to go back to the referring doctor for review of the case.
  
  I fail to understand how the company can legally bill for services that were not rendered. Can the company provide proof that a radiologist completed any work? I did not speak to a radiologist, or any doctor at this visit. I did not agree to pay for a service that was not performed.
  
  
  Business Response /* (4000, 11, 2022/08/26) */
  I have reached out to the patient to discuss the information patient is requesting. This information will not be shared through the portal to maintain compliance with HIPAA regulations. The patient has not returned my call. We can offer a 25% discount on the balance of patient responsibility. Please contact me directly at ************ to obtain the records.