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:05/08/2025

  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.

   
  Complaint: 23302192
  
  I am rejecting this response because:
  You have been completely misleading in the past and told me it was erased many times. I would like physical documents and evidence sent to me immediately. I was told by named representative that they could not process my request and to wait ******************************************************************************* it will hit my credit score. Im new to this process, despite being a disabled person you have entered into fraudulent and harassment proceedings with, I have. Never been in collections. I d like you to look into your problems with breaking the law as well. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/09/2025

  This is to confirm that we have reviewed all aspects of Ms. ******** concerns.

  As of 05/08/25, Ms. ******** account has been recalled from collections and her account reflects a $0.00 balance. Management placed a call to Ms. ****** on 05/08/25 to let her know of this information as well.

  We truly apologize to Ms. ****** for the delay in resolving this inquiry and any inconvenience this issue has caused.

   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 and tracking those inquiries through completion.

   We greatly appreciate your assistance and cooperation in achieving a resolution. 

  Business Response

  Date: 05/13/2025

  Upon Ms. ******* request, our office has provided a letter from ****************************** indicating that Ms. ****** is no longer in collections (see attached). Additionally, our office has attached a $0.00 statement reflecting a zero-dollar balance on Ms. ******* account. At this time, Ms. ****** is not responsible for any monetary balance.

  We sincerely apologize to Ms. ****** for any inconvenience and miscommunication regarding this issue.

  We greatly appreciate your patience and cooperation in achieving a resolution.

  Customer Answer

  Date: 05/14/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/01/2024

  Type:Product 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.

  Thank you for the information but as today January 26, 2024 I have not received the payment in the mail. I believe it doesn’t take that  long for the post office to deliver the mail if the check was mailed out on 1/18/2024. 
  

  thank you

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

  Business Response

  Date: 01/19/2024

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

  
  Please be advised that it
  is our policy to collect an estimated cost share for procedures at the time of
  service.  Patient benefits are confirmed
  via an EDI (Electronic Data Interchange) process. The cost share information is
  requested at the time of scheduling and/or at the time of service through a
  “270” real-time connection to the insurance. 
  A “271” response is received from the insurance which provides patient
  eligibility and any out-of-pocket costs for which the patient would be
  responsible- including Co-payment, Co-Insurance, and/or Deductible. If the
  insurance returns the 271 in a timely fashion, patients are notified of their
  estimated cost share when contacting the site to schedule services.
  
  After services are
  complete and the radiology report is finalized, services are coded (CPT/ICD10)
  and submitted to the insurance carrier. 
  After processing the claim, the insurance issues an Explanation of
  Benefits (EOB) which is the most accurate source for providing the patient and
  provider with information on how the services were adjudicated. 
  
  After an in-depth review of the patient’s account and
  complaint, it has been identified that the 271 response we received from the
  patient’s insurance showed a balance due of $294.67 which was collected on the
  date of service. The EOB we later received from Ms. ******* ******** insurance showed
  a patient responsibility of only $17.00. A refund of $277.67 (the payment of
  $294.67 less the $17.00 patient responsibility) was initiated but
  the process can take up to 30 days. We escalated the patient’s account and expedited
  a refund check which was sent on 1/18/24. Please allow 5-7 business days for
  the check to arrive via standard mail. We apologize to Ms. ******* ***** for
  any inconvenience this delay may have caused.
  
  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 and tracking those inquiries through completion.
  
  We greatly
  appreciate your assistance and cooperation in achieving a resolution.

  Customer Answer

  Date: 01/31/2024

  I have not received my refund today is January 31, 2024 1:47 pm Eastern Time. I do not believe a refund was issued by Advance Radiology. 
  

   

  Customer Answer

  Date: 02/02/2024

  I just called Advance Radiology and they mailed the check to an address that doesn't exist. My mailing address/residential is **** ***** **** ** *** ***  **** ******* ** *****

  Business Response

  Date: 02/07/2024

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

  After an in-depth review of the patient's complaint and account, it has been identified that the address we had on file for the patient was incorrect. We obtained this address from the registration filled out and signed by the patient (attached). A customer service representative spoke with the patient on 2/2/24 and updated the account to reflect the correct address. The refund check was reissued to that updated address on 2/5/24. Please note that it may take 5-7 business days to receive the check via standard mail. 

  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 and tracking those inquiries through completion.
  
  We apologize
  for any delay in resolving this inquiry and greatly appreciate your assistance
  and cooperation in achieving a resolution.

• Initial Complaint

  Date:01/15/2023

  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.

   
  Complaint: 18935572
  
  I am rejecting this response because:

  It is not that I am rejecting the response, more that more time is needed to know for sure that it is resolved. Advanced Radiology has been in touch and stated that the claim will be resubmitted, which I appreciate.  However, I saw that it was resubmitted to my insurance and still shows as out of network.  I'm not sure if it is Advanced Radiology, or my insurance, that is processing this wrong, but I don't want to mark this as resolved until there is a fact a resolution.  I was told by Advanced Radiology that it could take time for this to happen.
  
  Sincerely,
  
  *** *******

  in network. This is a life saving preventative care service that should be covered. I will never again trust going to this provider for any service. I would like Advanced Radiology to resubmit my insurance claim as a ******************* as it should have been done to begin with.

  Business Response

  Date: 02/24/2023

  This communication is in response to the aforementioned complaint ID #[ ******** ] (Account # ************
  
  We have reviewed the referenced complaint and are currently in process of Reprocessing the services provided to you at Advanced Radiology at ****************** on 10/18/2022.
  
  We have contacted the Insurance and was advised the claim was incorrectly processed as out of network by the insurance. The insurance stated this claim would be reprocessed. We will continue to work this inquiry to its highest resolution and will provide follow-up communication as soon as possible. 

  A message was left with the patient on 2/24/2023 as to provide a status of the account along with our intentions to resolve.
  
  Our goal is to provide an exceptional patient experience in all aspects of our care and service. We pride ourselves on our ability to achieve this objective for the many patients we serve each day. At this time, we are asking for additional time to provide resolution for this patients complaint as to ensure their satisfaction.
  
  If any additional communication is needed in the meantime, please contact ***** **** at **************.

  Business Response

  Date: 04/17/2023

  This letter is a response to the above referenced complaint.  We have reviewed all aspects of Ms. ******** complaint and summarized in the below response.
  
  On October 18th, 2022, patient was seen for her annual screening mammogram and tomosynthesis at Advanced Radiology and Arundel *****.

  Upon receipt of this complaint, an in-depth review of the patients account and insurance processing was done to ensure we were providing the patient with the most accurate information. It was found that although the insurance website shows the Advanced Radiology as an in-network facility, we are a non-participating provider with her insurance plan. As a courtesy to the patient due to the misguided information, I have adjusted her account to $0.00. 

  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 and sincerely apologize for the delay in resolving this issue.
  
  Regards,
  
  
  ***** ****, RCC
  RCO ***************** Manager
  ****************************************  

  Customer Answer

  Date: 04/17/2023

   
  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.
  
  Sincerely,
  
  *** *******