ComplaintsforCharlotte Radiology

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/11/23 I had a lung scan due to smoking. ******** paid for the testing but didnt pay for the Doctor reading the scan. I spoke with ******** and was informed they would pay for the reading but it was not filed correctly (diagnosis code). I paid $597.00 so the charges would not be turned into collections. I have called 3 times to get the billing department to correct the claim and refile. They have refiled twice with no changes to the claim. The charges need to be written off since the claim can't be filed correctly and my money refunded to me.(******** *************** Insurance)Part B covers preventive service lung cancer screenings with low dose computed tomography once each year). I will not have another screening due to this problem. Bill ID : **************

  Business response

  11/06/2023

  
  Charlotte Radiology is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing is addressed directly with the patient. Patients are also encouraged to call the billing department and may request to speak to a patient experience supervisor. Thank you.

  Customer response

  11/06/2023

   
  I am rejecting this response because: I have ready called 3 times and have ask to speak with a supervisor. 
  
  

  Business response

  11/13/2023

  As previously stated, Charlotte Radiology is committed to our patientsprivacy and to complying with all applicable law pertaining to patient privacy,and therefore, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing is addressed directly with the patient. We also have a compliance hotline that is available at www.usrs-feedback.com.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  07/23 A collection was added to my credit report, never received a bill or any correspondence from this company. Called to make a settlement, when calling into make payment, was advised debt was sold. No new creditor ever contacted me, making me believe this debt doesnt belong to me, called originally company and they have no record of my or an account under my name, giving me reason to believe this is a scam and needs to be removed from my credit report.

  Business response

  08/10/2023

  Charlotte Radiology is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy,including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing is addressed directly with the patient.  Patients are also encouraged to call the billing department and may request to speak to a patient experience supervisor.  Thank you.

  Customer response

  08/11/2023

   
  I am rejecting this response because:
  
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account # ******** -CRPA I had a breast ultrasound on 8/2/22 and a breast biopsy on 8/4/22. I received a bill in the mail in the amount of $1296.44 after insurance payments and adjustments. I contacted Charlotte Radiology to set up a payment plan because I could not afford to pay the entire amount at one time. I was told that making a payment in the amount of $109/month for 12 months was the best possible option they could give. I explained that I was willing to make monthly payments but that I could not afford $109/month. After speaking to two different billing reps and two different managers on separate occasions I was basically told that's all they could do and that if I did not pay the bill in full or even if I made monthly payments if they were not on a billing plan and in the amount of $109/month that I would be turned over to a collection agency. These were both procedures that I had to have done because of calcifications that were found in my breast after a routine mammogram. I am attempting to do the right thing and pay my bill, unlike many others that just don't pay them at all or let them be sent to collection agencies and never pay them, but Charlotte Radiology refuses to work with me and provide any lower payment options. I have had many medical bills in the past and had billing companies work with me to set up payment plans based on what I could afford to pay a month. The unwillingness to compromise with a patient that had a necessary procedure to make it possible for them to pay their bill while also still paying their other bills, buying food, gas, etc... is unacceptable. I am contacting my doctor and hospital to let them know about my horrible experience with Charlotte Radiology and I will never agree to using Charlotte Radiology for a future procedure.

  Business response

  10/24/2022

  Charlotte Radiology is committed to our patients privacy and to complying with all applicable laws pertaining to patient privacy,including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Thank you.

  Customer response

  10/24/2022

   
  Complaint: 18242490
  
  I am rejecting this response because Charlotte Radiology has not addressed this complaint with me directly.  Ive spoken to four different individuals at Charlotte Radiology billing and they refuse to come to some sort of compromise that allows me to pay my medical bill while also being able to pay my other monthly bills.  The patients medical and financial well being is obviously not a concern for them.  They would rather spend their money and resources on a collection agency to harass me then setting up a payment plan that is agreeable for both parties. 

  
  Sincerely,
  
  *************************

  Business response

  11/01/2022

  Charlotte Radiology is committed to our patients privacy and to complying with all applicable laws pertaining to patient privacy,including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Thank you.

  Customer response

  11/02/2022

   
  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

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charlotte radiology continues to **** for ****** that ******** says I do not owe. My *** dated 1/7/22 stated that You didnt know this service isnt covered so you dont have to pay and the information provided does not support the need for this service. My supplemental plan also says I am not responsible. Starting on 2/9/22 I have called repeatedly and have sent copies of the ***s twice: 3/1 and 4/3. Each time I am told it is in review and will take approx. 15 days. I have also been told they are putting the **** on hold so it doesnt go to collections. I am also told they will call me to give a status update. I have never received a call back. The Charlotte radiology account is ********. ******** claim number is 10-21341-538-330, and supplemental Mutual of Omaha number is ************. Today I was told by ***** that the paperwork has been sent to the payment team for the *** to be posted and he put the **** on hold. He also said it would take 15 days to process and he would call back when it was complete. I told him this was not acceptable as this has been going on since February. All paperwork has been emailed to both *************************** and *************************** on 3/1 and 4/3. Both dates are far longer ago than the 15 days I keep being told. I do not owe this money and I want this **** to be addressed before it affects my credit.

  Business response

  06/06/2022

  Charlotte Radiology is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA).  As a result, we are not able to specifically address the Complaint in this public forum.  While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient.  Thank you.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 13th 2021, Charlotte Radiology sent a pass due balance of $609 to collection on my credit. I noticed today February 21, 2022 and I called my insurance to ask why they didn't cover the ** hospital visit. Spoke with a guy named ******* who stated the **** $603 was paid. He said that I was insured all of last year so that if there was any discrepancy, that Charlotte Radiology should give them a call. There was no reason that this **** shouldn't have been covered by my insurance due to this being a ** hospital visit. I am highly upset that this has been put on my credit. I didn't receive any phone calls about this **** and I want it off my collections account.

  Business response

  03/03/2022

  The following information is in response to complaint ID ********.  We appreciate the opportunity to respond to this matter.  A thorough review of Ms. ****** account indicated that her insurance was not loaded correctly at the time of service and her account was turned over to collections in error.  Her insurance has since been processed, and there is a zero balance on her account.  ************** has also been removed from the collections process.  It may take 30 days for the collection agency to update the credit bureaus, and there will not be a negative impact on Ms. ****** credit. 
  
  We apologize for the inconvenience and consider this matter resolved.  Charlotte Radiology renders service according to acceptable standards of practice in the industry, payor contract requirements, and adherence with applicable state and federal regulations.  Charlotte Radiology continues its commitment to honesty, integrity, and upholding the highest standards of professional conduct.  If you have any further questions or concerns, please contact ***************************************.  Thank you.

  Customer response

  03/04/2022

   
  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

  09/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of service is 2/19/21 and billed amount is $539. BCBS of NC paid this claim on 3/25/21 in the amount of $236 of which I owe $59.00 with claim number ************. I have contacted CR several times regarding this issue and they are still billing me $539. I have requested on 2 occasions to speak to a supervisor and have yet received a phone call back. I have sent the EOB showing payment to 2 different people via email of which I gave proof. I have also sent 2 certified letters of which I also have proof and I still have not heard back from anyone. This is not a complicated issue. I shouldn't have to go this extent in order to get thus issue resolved. I have been very polite and understanding but enough is enough. I have continuously asked for someone to help me to no avail. My account number with CR is ********. I will be happy to provide 2 emails sent and certified receipts if needed. I have attached EOB showing payment, yet since June I keep getting a bill for $539

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/15) */ The following information is in response to case ******* submitted by Ms. *****. We appreciate the opportunity to address this matter. A thorough review of Ms. ******* account indicated that her insurance carrier paid her without sending Charlotte Radiology a copy of the explanation of benefits showing the contractual adjustment applied to the service. Our Billing Team spoke with Ms. ***** who provided the information which allowed her patient balance to be updated appropriately and it was paid by Ms. ***** on the call. There is a zero balance on Ms. ******* account now and she reported satisfaction with the resolution. We apologize for the inconvenience and consider this matter resolved at this time. Charlotte Radiology renders service according to acceptable standards of practice in the industry, payor contract requirements, and adherence with applicable state and federal regulations. Charlotte Radiology continues it's commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any further questions or concerns, please contact Cindy G********, Compliance Officer, directly at *************** Thank you. Consumer Response /* (2000, 7, 2021/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  i had an annual mammogram performed on May 28, 2021. I have have had the same insurance provider for several years and it has always been filed with no problem. This year, after two statements and two phone calls by me to billing, this is still not corrected. I last spoke with someone on July 22, 2021 and was told my info had been updated, from what, I am not sure, because nothing has changed and I assumed that it would be filed correctly. I have not had an E.O.B. from my insurance which is BCBS for state employees, showing any evidence of it being filed. Third notification arrived via text to me that i still owe for this service. I can't understand what is going on and I will make another phone call, but this is ridiculous and seeing previous complaints of a similar nature, clearly there is a problem on their end. Their explantion to me was that it just keeps getting kicked out. This is a service covered by my insurance and I have not been notified of anything at all by BCBS.

  Business response

  08/30/2021

  Business Response /* (1000, 11, 2021/08/30) */ The following information is in response to case ******* submitted by Ms. **************. We appreciate the opportunity to address this matter. A thorough review of Ms.******** account indicated there were 2 adminstrative errors that affected the processing of her claim. The initial claim for her services was inadvertently filed to the wrong address and Ms.******** name was listed incorrectly on the claim form which caused the claim to be denied. Ms.******** insurance had her listed as ****** not ********. We changed the name and refiled the claim successfully. Ms.******** insurance paid the claim on August 24, 2021 and left Ms. ***** with zero patient responsbibility. Our Billing Team is actively trying to follow up with Ms. *****. We apologize for the inconvenience and consider this matter resolved at this time. Charlotte Radiology renders service according to acceptable standards of practice in the industry, payor contract requirements, and adherence with applicable state and federal regulations. Charlotte Radiology continues it's commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any further questions or concerns, please contact Cindy G********, Compliance Officer, directly at **************. Thank you.

• Initial Complaint

  05/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Post bilateral breast cancer diagnostic mammograms on 10-5-2020 for 6mo follow up rt breast calcifications. The insurance claim to my primary insurance (UHC) was processed as out of network. Have spoken with several reps @ Charlotte Radiology billing dept which stated they were having a problem with Dr. Chudgar's claims. I was assured each time that my claim would be sent for redetermination and would be processed as in-network. I continue to receive a bill for $810.63. My last conversation with Glenda on 5-5-2021 showed that NOTHING had been done with my account. I requested to speak with a supervisor and/or administrator however everyone was in a meeting. No one has contacted me regarding this issue. All previous mammograms were paid in full by my insurance; this is an internal problem at Charlotte Radiology which needs to be resolved. I do not owe this balance. ACCT#********

  Business response

  05/21/2021

  Business Response /* (1000, 5, 2021/05/14) */ The following information is in response to Case # 592772 submitted by Ms. *************. We appreciate the opportunity to address this matter. A thorough review of Mr. *************'s account indicated that the bill for her services was processed initially as out of network in error by her insurance carrier. The claim was sent back for insurance processing on May 5, 2021, after an insurance representative confirmed it should have been processed as in-network. Reprocessing the claim may take up to 45 days, and a representative from our Billing Team is actively trying to call Ms. ************* to explain the error. We apologize for the inconvenience and consider this matter resolved at this time. Charlotte Radiology renders service according to acceptable standards of practice in the industry, payor contract requirements, and adherence with applicable state and federal regulations. Charlotte Radiology continues it's commitment to honesty, integrity, and upholding the highest standards of professional conduct. If you have any further questions or concerns, please contact Cindy Griffiths, Compliance Officer, directly at (919) 763-1116. Thank you. Consumer Response /* (3000, 7, 2021/05/21) */ I have spoken with a representative from Charlotte Radiology (Sherry) and she has followed up with the insurance company to insure that the claim will be reprocessed as in-network. Sherry will contact me by June 10th once the claim has been completed.

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