Complaints

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:07/08/2025

  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 used element imaging for our ivf ultrasounds. I provided my insurance information to element and I thought the ultrasounds were getting covered because no one ever mentioned a balance - each visit I made. Which I agree was my fault because I should have been confirming insurance was actually covering. Furthermore, I received a bill for $3500. I immediately contacted Element Imaging and made a $500 payment, let her know I should receive my commission check in about two weeks and I plan to either make another payment or will just pay it off if able to. She agreed. I tried to call back on that date - no answer so I left a voicemail and not a single call back. I gave it a couple weeks in case she was on vacation or something.
  
  - Then I received another bill for $3000 so I again immediately contacted billing and left yet again another voicemail saying "Hi! I really want to get this balance taken care of and set up a payment arrangement asap." I called and left a voicemail about 6-7x if not more over a couple month period, not a single person has ever called me back. If they were not calling me back because do not honor arrangements - then calling to tell me that would have been more ideal vs ignoring because then I would have put it on my credit card.
  
  Well fast forward to today 07/08 I received a call from a debt collector. I set up the payment arrangement like I have been begging to do for months now. However - now I have a bill on my credit that I have worked hard on maintaining and keeping a great score on something that should have never happened and paying additional fees.
  
  I left another voicemail with element today - I guarantee not a single person calls me back again. I am on several IVF groups on fb and will assure none of the girls use this company going forward.
  
  My husband and I are going through enough struggling with infertility and the bills it stacks up - I did not need element to add to our struggle with fees I now occurred.

  Business Response

  Date: 07/12/2025

  Thank you for the opportunity to respond to the concerns raised by ****** *** regarding her billing experience with Element Medical Imaging.

  First and foremost, we are truly sorry for any frustration this situation has caused during what we understand is already a difficult and emotional time. We appreciate the opportunity to address her concerns and clarify the steps we’ve taken to resolve the matter.

  After a thorough review and a detailed phone conversation with the patient, we were able to reach a mutual resolution regarding the account balance. The patient acknowledged she was unaware that her insurance was not covering ultrasound services related to infertility until several services had already been rendered. She also shared that she did not receive a bill until the balance had accrued to approximately $3,500 and that she had difficulty reaching our billing department to set up a payment plan.

  While our records do reflect documentation of earlier communication and a courtesy adjustment applied in January for the November 14th visit, we recognize that there was confusion surrounding the insurance denials and that our follow-up communication could have been more consistent. We also understand that the patient was advised in January to begin self-paying $150 per ultrasound, which she did during her final visit on January 27th.

  To resolve the issue in a fair and respectful manner, and to maintain goodwill, we offered to reduce the outstanding balance to $150 per visit for a total of seven visits, bringing her final balance to $1,050. The patient accepted this resolution and paid the full amount via Visa during our call. A receipt was emailed to her, and she expressed her appreciation for our willingness to work with her.

  Although the account had been sent to RSH Collections on July 3, it had not yet been reported to any credit bureau. We have notified RSH that the account is now paid in full and have requested that all collection activity be ceased.

  We remain committed to improving our communication processes and sincerely regret any distress this may have caused. If the patient has any further questions or needs additional assistance, we welcome the opportunity to help. We respectfully ask that you close this complaint.

  Sincerely,

  ******** ******

  
  

• Initial Complaint

  Date:06/17/2025

  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.

  6/16/25
  
  I called Element Medical Imaging to verify my preauth for my insurance because I had to drive 3 hours one way with my disabled son, the lady her name was Lori, she stated that I was needing to pay $475 if my insurance did not cover the amount I let her know my deductible was already met she said OKAY she would have her manager call me back. Around possibly 10 minutes later she called me back and told me that I would not need to pay but that she had been calling me since the 10th to get this information. I was scheduled through my doctor office for this so I thought they would have my insurance and not treat people so rude. I then began my travels to the clinic I arrived about 45 minutes early. I was called back to have my clothes changed to get an MRI the nurse just looked at me at handed me clothes and told me to change in the dressing room to place my personal into the locker. I went to change my clothes to notice she gave me 3XL pants and they were falling off of me I had to double tie the tie. I then was laying on the MRI table and the lady barely pushed the button and removed me from the MRI stating that I was too big for their MRI machine. I am 257lbs and 5'6", I was treated with discriminations from this business and would not recommend for anyone to go there. I have had MRI for the last 10 years and have never been told that I could not fit in an MRI machine.

  Business Response

  Date: 06/30/2025

   As an accredited medical facility, patient safety is of utmost concern to us at Element Medical Imaging.  We were unable to perform the abdominal MRI on *** **** at the scheduled location due to safety concerns. 
  
  An MRI is an extremely high powered magnet that has specific weight and size limitations, both of which are dependent upon the type of exam and the individual patient's body shape.  Patients need to remove all metal objects before going into the scan room, which may include changing into scrubs.  Basic scrub sizes are available with safety and comfort being the priority.  To complete an exam, the body area being examined (the abdomen in this case) must be in the center of the equipment along with a specialized device called a coil. If the coil is not able to be positioned correctly or if the skin is compressed too tightly, it can cause burns and/or additional trauma to the patient.  Unfortunately, in this case, we did not feel that we could safely complete the exam due to the combination of the patient's body shape, the size of the coil and the physical dimensions of the MRI equipment at this location.
  
  MRI equipment varies in the size of the equipment and the coils.  We do our best to determine the ideal location and equipment at the time of scheduling and we regret the frustration and inconvenience to *** ****.  We do have other locations with different equipment that could have safely performed this exam. Our staff offered to schedule *** **** at another location and she declined. While we regret that we were unable to complete her MRI at her preferred location, we sincerely hope she received the imaging at a facility that best met her needs. 
  
  Regarding the other concerns in her complaint, we verify insurance coverage in advance to help patients avoid unexpected charges. To complete this process, we do require confirmation of insurance details directly from the patient. It is our standard policy to collect payment prior to providing services.
  
  We apologize for the inconvenience to *** ****.  We respectfully ask that you close this complaint.

  Thank you,

  ******** ******
  
  

  
  

• Initial Complaint

  Date:06/08/2025

  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 had to pay $275 up front. When I got the EOB back from my insurance, I only owed $59.50
  
  It’s been months and I have left messages with their billing AS WELL AS my wife has left messages. We never receive a call back and we have never received a refund from the Company.

  Business Response

  Date: 06/23/2025

  I apologize for the delayed response - I missed your first email. We are investigating, and we will send a response soon.

  Thank you,

  ******** ******

  Business Response

  Date: 06/23/2025

  It is our goal to provide accurate and timely billing services in a satisfying manner to the patients of Element Medical Imaging. 

  Our review of the patient's account has resulted in these findings: 

  The service was provided on 01/21/2025; due to the information obtained at the time-of-service, the patient still had an outstanding deductible balance and was asked to pay upfront $275.00 prior to billing the insurance carrier. 
  Insurance was filed on 01/24/2025.
  Payment was received from the BCBS on 02/04/2025 and posted to their account on 02/19/2025.
  The account currently reflects a $215.50 credit balance.
  The patient's account has been refunded in the amount of $215.50
  This refund has now reconciled patients account balance to reflect zero is due.

  Element Medical Imaging regrets the inconvenience this has caused for *** ********. A credit was created once the insurance payment was posted to *** ********* account, and we apologize that it was not issued to *** ******** in a timely manner due to an oversite on our part.

  We are currently processing his refund in the amount of $215.50 to the credit card used ending in *****

  At this time, we request you close this complaint. If you have any questions, please contact me at ************ or our billing manager at ************.