Complaints

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

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• 

  Advanced Radiology

  7523 Ambassador Rd Windsor Mill, MD 21244

• 

  Advanced Radiology

  PO Box 64580 Baltimore, MD 21264-4580

• 

  Advanced Radiology

  7556 Teague Rd STE 200 Hanover, MD 21076

• 

  Advanced Radiology

  305 Hospital Drive Glen Burnie, MD 21061

• 

  Advanced Radiology

  203 Hospital Dr, Ste. 100 Glen Burnie, MD 21061

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:09/13/2023

  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.

  Advanced Radiology overcharged for 2 procedures and issued a partial refund only. When contacted about additional money due I was first cut off by one customer service representative and then told by the next one that someone had to review it.

  Business Response

  Date: 10/20/2023

  This communication is in response to the referenced complaint. We have reviewed all aspects of the grievance and
  summarized our findings below.
  
  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. 
  
  For Ms. *******  6/14 date of service, there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $5.75.

  Ms. ******* 6/22 date of service, we collected $69.20 at the time of service for her services based on the information provided by her insurance. After secondary insurance adjudicated the claim on 7/19/2023, there was only a patient responsibility owed of $2.74. A portion of this time of service payment was applied to her 6/14 date of service to cover the balance owed by the patient. This leaves a remaining credit balance of $60.71.

  Ms. ******* 6/29 date of service, we collected $39.26 at the time of service for her service based on the information provided by her insurance. At this time, her previous dates of services we still in process with the insurance, and therefor would not reflect that there was a current credit balance on the account. After the secondary insurance processed this claim on 7/2682023, there was only a patient responsibility owed of $8.36, leaving an additional credit balance of $30.90. 

  Ms. ******* 7/20 date of service,  there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $2.74. A portion of the patients previous overpayment was applied to cover this patient responsibility. 

  Ms. ******* 7/21 date of service,  there was no time of service payment collected, however, Ms. ******* insurances processed the claim with a patient responsibility of $0.69. A portion of the patients previous overpayment was applied to cover this patient responsibility. 

  Patient also had a previous date of service, 5/10/2018 that was in collections for $7.74 balance owed. This was reversed from collections and payment of $7.74 was applied. 

  Total patient payments received was $108.46 and total Patient responsibility owed between all dates of service mentioned$28.02 .

  After all payments were applied to applicable open balances owed by the patient, there was a remaining credit balance owed back to the patient in the amount of $80.44 which was refunded to the patient on 8/29/2023.

  Our standard turnaround time for processing patient overpayments and refunds is 15 business days. We processed Ms. ******* refund within one week of her last date of service insurance adjudication. 
  
  Please be
  advised, it is our policy to wait for all pending claims to adjudicate in our system prior to refund patients any over payments as well as issuing any statements. In this situation, there was multiple payments that were moved to apply to other open balances owed.

  
  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.
  
  Regards,

   

  Laura ****, RCC

  Quality Assurance Manager

• Initial Complaint

  Date:09/12/2023

  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.

  I am writing on behalf of my son ****** ****** who had an MRI on 06/20/2023. My son has ***** insurance. Advanced Radiology told my son he had a $600.00 deductible and in order to have the MRI done would need to pay $600.00. ****** took out Care Credit and $600.00 was paid to Advanced Radiology. Initially the claim for the MRI was denied by ***** due to lack of preauthorization for MRI. Spoke with Jose in billing and Jose stated that the claim would be written off and a $600.00 refund would be sent back to ******. Called on 07/18/23 spoke with Wendi in billing and was told this takes around 3 weeks for refund to process. On 07/24/23 spoke with Patty and was told the claim was resubmitted to ***** on 07/20/2023. I checked my ***** account and the current EOB stated that ***** paid Advanced Radiology $408.00. On 08/08/23 spoke with Sabrina in billing and was told the account was closed- i explained that ***** paid $408.00 and that there should be a refund of $600.00. on 08/21/2023 spoke with Janigua and was told that they recieved the EOB dated 07/11/2023 and that the account was sent over the review department who would send out the refund and this would take around 15-30 days. On 09/11/2023 called and spoke with Dynea who was very rude and kept cutting me off when trying to explain. According to Dynea this account is still sitting in the review department. Advancded Radiology has been paid $600.00 by my son and $408.00 by *****-this is double dipping for payment and it seems everytime you call the billing department you just get a run around. I myself work for a hospital billing department and it does not take for 1 over 60 days to process a EOB and payment from ***** and also to have staff review the account and send out a refund check. This is not the first time that I have had problems with the billing office at Advanced Radiology.I also asked to speak with a supervior and was told this would take 72 hours for a supervisor to call me back. I would like refund

  Business Response

  Date: 10/25/2023

  This is in
  reference to ****** ******’s account.
  
  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.
  
  The
  271 response received from the insurance at the time of service showed a
  deductible amount of $600.00 which was collected from the patient.
  Unfortunately, when the claim was submitted to the insurance carrier, the authorization
  information was not transmitted correctly causing a denial for lack of prior
  authorization. This denial is not the responsibility of the patient. We have
  adjusted our system to reflect no patient responsibility and have initiated a
  refund to the patient for $600.00 back to the credit card used at the time of payment. We apologize for any frustration this
  incident may have caused. 

  If patient used care credit to pay for service, the refund will be issued back to care credit. Patient will then need to request a refund through care credit.

  
  Please be advised that system errors of this
  kind are extremely rare and in no way indicative of a trending issue. Only
  after an in-depth investigation into the payment postings were we able to
  locate the root cause of this unfortunate incident. We have forwarded the
  account to our Cash and Reconciliation leadership team for research and they
  will be reaching out to our reconciliation software teams to further determine
  what caused this to happen and work on solutions for preventing any future
  occurrences.
  
  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:07/11/2023

  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 an appointment for an mri without contrast. I got there on time and they wouldn't see me because I didn't come 30 minutes in advance. There is no reason why someone has to be there 30 minutes in advance for an mri without *********** the past I have come early and just waited. They gave my time to someone else so I wasted a 40 minute round trip.

  Business Response

  Date: 07/13/2023

  I do apologize that you were not seen.  We do tell our patients to arrive 30 minutes before their appt time in order to pre-screen for metal, to do the necessary registration and to have the patient change out of their street clothes for the *** scan.  By the time we would have had Mr. **** screened, registered and changed it would have been about 15 minutes into the next patient's appt.  Ideally the staff member should have explained this to Mr. **** and given him the option to be worked into the schedule that evening if he had the time.  If not the staff member should have taken the time to reschedule Mr. *********** I have spoken with the site manager and they will speak with the staff member and reeducate them on how to handle in the future.

   

  Business Response

  Date: 07/13/2023

  I have reached out to the patient via e-mail requesting more information on what he means by billing adjustment since he has not paid anything to Advanced Radiology.  I tried calling both numbers we have on file and they are either not in service or disconnected.  

• Initial Complaint

  Date:05/24/2023

  Type:Product 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.

  
  
  Better Business Bureau:
  
  
  This is completely my fault - I wrote this on the wrong company.  It is Advanced Diagnostic Imaging (Radiology Partners) and not the one that I sent the message with. My sincere apologies.  I will make sure to double check.
  
  
  
  Sincerely,
  
  
  
  Julie ******* account. As of right now, unsure of how long it will take - it could possibly be another 30-45 days.
  My total phone call time (majority of it on hold) was 42 minutes.
  I'd like this credited to my account that was w/d on 4/3/23 immediately.

  Business Response

  Date: 05/24/2023

  I am not able to locate this patient in our system.  I left a message for the patient to call me to confirm she was seen at Advanced Radiology in Maryland.  We do not have an imaging center inTN.

   

• Initial Complaint

  Date:02/08/2023

  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: ********
  
  
  I appreciate the efforts being made, but for now I am rejecting this response because they are still trying to resolve the problem. I will update my response once there has been a resolution. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 02/23/2023

  This communication is in response to the aforementioned complaint
  – ID #
  [ ********  ] – (Account # ‘ADV-146614’)
  
  We have reviewed the referenced complaint and are currently working with the insurance to reprocess the claim for the services
  provided to you at Advanced Radiology - Owings Mills on 10/11/2022. Your claim was processed as Out of Network with the insurance and there is $0.00 patient responsibility due at this time. I have temporarily placed the patients claim on hold and ceased any billing activity to the patient until we can resolve this claim with the insurance.
  
  We have contacted the patient on 2/24/2023 and advised the status of
  the account along with our intentions to resolve. We will continue to work this
  inquiry to its highest resolution and will provide follow-up communication as
  soon as possible. 
  
  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 patient’s complaint
  as to ensure their satisfaction.
  
  If any additional communication is needed in the meantime, please
  contact Laura Hunt at ***** ********.

  Business Response

  Date: 04/14/2023

  This communication is in response to the aforementioned complaint
  – ID #
  [********] – (Account # **********)
  
  We have reviewed the referenced complaint and are currently in
  process of working with the payer to resolve a systematic issue with the payers database in how they are processing this providers services. We were advised by the payer that they have a new system that was not reflecting the provider of services as a credentialed physician in their system resulting in an out of network denial. Once the payer has resolved the system issue we will be resubmitting to the insurance for processing.

  The patients charges in our billing system have been placed on hold to avoid and further billing activity.

  We will continue to work this
  inquiry to its highest resolution and will provide follow-up communication as
  soon as possible. 
  
  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 patient’s complaint
  as to ensure their satisfaction. I will reach out to the patient once we have confirmed the system has been updated and the claim has been sent for processing. 
  
  If any additional communication is needed in the meantime, please
  contact Laura **** at ***** ********.”

  Business Response

  Date: 05/04/2023

  Insurance reprocessed the claim and the payment was posted to the account today. I have expedited the refund request and the patient can expect her refund via mail in the next 5-7 business days.

   

  If there are any additional issues or questions, please do not hesitate to follow up.

   

  Regards,

   

  Laura ***** ***

  Quality Assurance Manager

  Customer Answer

  Date: 05/08/2023

  
  
  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,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/17/2023

  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.

  I have a complaint with Advanced Radiology. I am do a refund because they overbuild me. A refund check was sent to me in the amount of $242.56. When I went to the bank to cash the check I was told that the check was made for deposit only and I needed to contact Advanced Radiology. I did so and was told by Advanced Radiology that a check would be reissued to me. The first check was dated December the 14th 2022. After calling several times and being given the runaround I finally was told that the reissue check was sent on January 10th 2023. I received the reissue check on January 17th 2023. But the amount of this check is for $71.35. I reached out to them yet again questioning the amount of the reissue check. This time I'm told that a third check for the difference will be sent. I asked to speak with a supervisor when this all started in the middle of December. I was told that a request had to be put in for a supervisor to contact me and I would be contacted within the week. It has been a month and I haven't been contacted by anyone. Instead I've had to reach out to them a number of times to get information on exactly where the refund was, when initially I was told I could expect the check in 1-2 weeks . I'm sure you can understand my frustration. I am filing this complaint because this is beyond unacceptable and very unfair to clients.

  Business Response

  Date: 02/03/2023

  Please see attached. Once Mr. **********s insurance has reprocessed the claim(s), I will contact him with the final determination from the insurance and the resolution of the account.

• Initial Complaint

  Date:09/27/2022

  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 was ordered for a diagnostic test at advanced radiology. Even though I have paid in full my insurance family out of pocket costs for the year, Advanced Radiology made me pay up front $75.45. I received an EOB that stated my responsibility was 0.00 and the insurance company issued payment in full. I called advanced radiology and requested a refund. I received a refund. I am now being asked to repay the $75.45.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 7, 2022/10/11) */
  **See attached**
  
  
  Consumer Response /* (3000, 9, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The chargeback was initiated as the initial response was they were not fixing it and a complaint was lodged with the credit card company. I called and spoke with the credit card company and asked them to close the dispute after an agent stated a check was being mailed. The balance was readjusted back into my credit card account.
  
  
  Business Response /* (1000, 15, 2022/11/10) */
  ***Document Attached***
  The attached is being mailed to the patient tomorrow. Thanks,
  
  
  Consumer Response /* (3000, 17, 2022/11/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have provided the transaction numbers to the business for the chargeback and chargeback adjustment. This shows still that they their billing department is horrible and unable to do their job properly. I still await for a letter stating the account is paid in full.
  
  
  Business Response /* (4000, 19, 2022/11/22) */
  his is to confirm we have fully responded and reviewed all aspects of Ms. Cueva-Diaz's complaint. We have adjusted her balance based on the information she has provided; her account has a zero balance.
  
  We have created a seamless process that promptly escalates patient inquiries from the BBB to the appropriate management or executive levels within our company, tracking such an inquiry through completion.
  
  We greatly appreciate how you worked with us on this complaint.
  
  Regards,
  K. ********
  Sr. Manager - RCO Strategy

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  On 9/12/22, my chiropractor gave me a script for lumbar x-rays. I was in intense pain and couldn't receive treatment til he had the x-rays. I went to Advance Radiology in ****** ***** ** where I usually go. I was told they did not accept chiro scripts. I left. The chiro called them, and they said that they DID accept chiro scripts. I went back to AR on 9/13 where I was told they DID accept chiro scripts but now couldn't do my x-rays because of my insurance. I have Medicare and CareFirst (Federal BC/BS). I even said I'd pay out of pocket. I repeatedly asked what the issue was, and they just kept telling me they couldn't do it because of a "rule". I asked what the rule was, and they could not/would not answer. I left and went to another radiology lab where there were no problems whatsoever. Paperwork and x-rays were done in 25 minutes. I WANT TO KNOW WHY THIS WAS DONE TO ME. I AM LESS THEN 2 WEEKS AWAY FROM AGE 82 AND I WAS IN SEVERE PAIN. I HAVE NEVER BEEN TREATED SO BADLY IN A MEDICAL FACILITY OF ANY KIND.
  I WANT AND DESERVE AN ANSWER.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Per Medicare guidelines they will not cover imaging services that are referred by a chiropractor. Once the patient stated they would like to pay out of pocket we should have accepted the script from the chiropractor and processed the patient as a self pay. We will re-educate our staff and I do apologize for any inconvenience this caused the patient.
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response completely overlooks the fact that, in addition to Medicare, I have Federal Blue Cross/Blue Shield (CareFirst). There are many things that BD/BS covers that Medicare does not. Why would they not accept this insurance? The radiology lab that I went to after Advance did just that and I was able to get the x-rays. The reason to have a secondary insurance is to have coverage for things the primary does not cover. Case in point: Medicare does not cover acupuncture yet BC/BS does and I receive 24 treatments per year under BC/BS. Advance's "rule" make no sense.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  In most cases with supplemental insurance for Medicare, if Medicare does not cover the imaging the supplemental insurance does not. In your case our staff should have taken the time to confirm with your secondary insurance to see if this would have been covered or at your request considered you a self pay and did your xray. I have spoken to the office manager about this and they have re-educated the staff at the front desk.
  
  
  Consumer Response /* (2000, 11, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)