Complaints

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

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• 

  ProScan Imaging

  5400 Kennedy Ave Cincinnati, OH 45213-2664

• 

  ProScan Imaging

  4440 Glen Este Withamsville Rd Ste 1100 Cincinnati, OH 45245-1331

• 

  ProScan Imaging

  11596 Springfield Pike # 27 Cincinnati, OH 45246-3527

• 

  ProScan Imaging

  4850 Red Bank Rd Ste 310 Cincinnati, OH 45227-1546

• 

  ProScan Imaging

  568 Centre View Blvd Bldg 20 Ft Mitchell, KY 41017-3425

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:12/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Had taken right knee MRI around 9am on 12/15/23 at ******* location. Received an incorrect report with wrong patient's name, DOB, exam date etc., It made me nervous, caused emotional distress, frustration that added more pain, stress etc. This made us to believe that Proscan staffs are not doing their jobs properly and dealing the sensitive health details with so much NEGLIGENCE. It made me not to trust their reports and also they are not following HIPAA rules which is against the law as they disclosed other patient's info on my report and they might have disclosed my data to someone else etc.,
  As all the parties involved (Patients, insurance, doctors, hospitals, other providers etc,) rely on the ACCURATE MRI reports, data to come up with a proper care, medical treatment plan as it can cause Life changing situations due to negligence or by unskilled staff members etc.,
  I have spent so much time, energy, money from my pocket to get this report (not covered by insurance) to order to get the prompt, appropriate treatment but now I can't trust this report any more. Already there was a lawsuit against Proscan on 09/2019 that it was using unskilled staffs to either diagnose and/or provide reports and there has been a lot of other recent complaints as well and some of them are available in public. My situation is another example.
  I want to ensure that My images, diagnosis, findings, reports, all documents are 300% ACCURATE, THOROUGH and are prepared and diagnosed/evaluated by highly experienced, Skilled, Board-Certified Radiologists, doctors etc., I am open to go trough the MRI scan again and it has to be tripe checked by multiple well qualified, skilled Radiologists, doctors to get some peace of mind as ACCURACY is non-negotiable. They charge so much money and they need to do what we pay for and also compensate for all these inconvenience. If they don't take action will escalate this to all possible legal, medical, other authorities etc. NEED RESPONSE ASAP..

  Business Response

  Date: 12/19/2023

   

  December 19, 2023
  

  ***** ********
  Better Business Bureau
  One E. Fourth Street, Suite 600
  Cincinnati, OH 45202
  

  RE: Proscan Imaging – ******* (“ProScan”)
  Complainant: *********** *********
  

  BBB Case ID No. ********
  

  Dear *** ********,
  

  This letter is in response to your correspondence received on December 18, 2023
  regarding the above referenced Better Business Bureau ID Number.
  We have conducted a thorough review of *** *********** concerns. The following is a
  summary of our findings related to this complaint:
  

  * *** *********** MRI report was sent to his referring physician on December
  15, 2023.
  * Regrettably, the MRI report that was emailed to *** ********* belonged to
  another patient.
  * Once this was brought to our attention, *** *********** MRI report was sent
  to him via email.
  * ProScan confirms *** *********** MRI report and images are accurate.
  * The claim has been submitted to his insurance company for processing and the
  remaining amount owed by the patient, if any, is still pending.
  

  *** ********* spoke with the Center Manager on December 18, 2023. Our manager
  communicated these findings directly to him.
  

  We apologize for any inconvenience *** ********* may have experienced. ProScan is
  committed to providing all of our patients with the highest standards of service and care,
  and we take all matters such as this very seriously.
  

  If you have any questions, please feel free to call us at ###-###-####
  

  Regards,
   
  M. Hanna C******
  Sr. Paralegal, Compliance & Risk
  

  
  

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The Manager mentioned that he will be following up with me on some of the open items and so far I have not received any response from him. I was also told that my images would be validated by another well qualified Radiologist and Doctors to confirm that the report is 100%  accurate as they sent incorrect reports and findings etc., So far I haven't received any report. Couple of doctors I met yesterday mentioned that they were seeing some inconsistencies between the images and the reports. As all the treatment plans, medical advice are based on the images and findings on the report we legally need a thorough and accurate information.

   I have also asked the manager 'Nate'  to confirm everything in writing instead of verbally as its a sensitive medical information but he declined and refused to do so and it shows that they are not reliable and dealing the reports with so much negligence. I also communicated everything through their portal but they never responded there. The manger did not address the billing part as well as I am the one paying the bill and have to go through all these waste of time, stress, inconvenience, frustration, wrong info, too many back and forths, other issues etc.,

  
  
  
  Regards,
  
  
  
  *********** *********
  
  

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair 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 MRI scheduled for 8:00 p.m. on the 5th of December I got a phone call and said please arrive at 7:45 so you can fill out paperwork. I get there at 7:40 and the girl at the desk tells me my appointment is for 9:00 p.m. somewhere along the way I got pushed back. I don't know why cuz I even had it in my calendar on my phone MRI 8:00 p.m. phone call MRI arrived 7:45 for your 8:00 p.m. MRI so I have no idea what's going on. And right now there are actually 30 minutes behind possibly and I am now I won't get in there until 9:30. It never fails when I come here to get an MRI or something here. They're always behind. It does not matter what time of the day it is always behind. And I do have a complaint also about you guys only have the big MRI machine because I cannot fit in the other two because I'm 61 295 lb and that's too small for me. There's got to be other places where I can actually go and not have to worry about coming in late in the evening and then have to wait an extra hour hour and a half to get my MRI done. It's ridiculous. And the girl at the front desk knows I'm pissed off right now. She tried to help me to see if there was another option for another time but it's booked out so far ahead. It's unbelievable. Not a happy camper.

  Business Response

  Date: 12/07/2023

  Ms. *********

   

  Please see the attached response to your correspondence received December 6, 2023.

   

  Best,

  M. Hanna C******

  Sr. Paralegal, Compliance & Risk

  ProScan Imaging, LLC

• Initial Complaint

  Date:10/19/2023

  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.

  My physician sent me to ProScan for an MRI. When ProScan called me to schedule and provide an estimate, I was told that the price would be $500 if paid out-of-pocket (not run through insurance) and would be much higher if paid via insurance. I elected to pay out-of-pocket. I was told the same thing when I arrived for my MRI. I paid the $500 at the time of my appointment. I then received a bill for an additional $281.23, and the statement clearly reflects that it was processed via insurance. I called the phone # on the bill and was told that I should have not been told it would be $500 out-of-pocket and that I should contact ProScan. When I contacted ProScan, I was told that I should contact OrthoAlliance. Since then, it has been a giant circle with both blaming each other. ProScan told me it would be $500, I paid the $500. I would not have paid $500 at the time of my appointment if this were not the case. The bill is now +90 days because I have gotten so much run-around, so I went ahead and paid it to avoid being sent to collection. However, I would like to be reimbursed the $281.23, as this is not what I was told the cost would be.

  Business Response

  Date: 10/20/2023

  Hello

  Please see the attached correspondence in response to the BBB CASE ** *********

  Best,

  M. Hanna C******

  Compliance & Risk Paralegal

  ProScan Imaging

  Business Response

  Date: 10/24/2023

  Hello-

  ProScan has been in touch with Ortho Alliance again. They were able to confirm that the patient was contacted again on 10.24.2023 regarding the refund. It will take 2 to 3 weeks for the refund to reach the patient.

  Best Regards,

  M. Hanna C******

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

  I would like to note that the promised actions have not yet been completed, but assuming that they will be, I am happy with the plan.

  
  
  
  Regards,
  
  
  
  ******** *******
  
  

• Initial Complaint

  Date:08/17/2023

  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.

  I received a statement and an email from VIS Midtown, Account #*********. The facility is ProScan of Cincinnati, OH. They are trying to bill me $180 for a procedure that I never had. I have never been to a ProScan Imaging Center in my life and in fact, I have never even been to Cincinnati, OH. I replied to them and told them that I was not the patient they should be billing because I never had any procedure at ProScan, but apparently it has fallen on deaf ears because I received another email from them today. I am not going to pay for a procedure that I have never had. It's beginning to feel like harassment to me. The email that I have for them is: ******************* Their phone member is:
  ###-###-####
  
  Thank you very much for any help you can provide to stop ProScan from falsely billing me!!
  
  ******* ** ******

  Business Response

  Date: 08/23/2023

  Ms. Stanford-

  Please see the attached correspondence in response to BBB Case ** *********

   

  Best Regards,

  M. ***** *******

  Compliance & Risk Paralegal

  ProScan Imaging

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair 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 December 23,2022 Spine specialist by the name Benjamin V***** at ********** Orthopaedics &Sport Medicine at **** **** ** in Cincinnati ***** told me he' was going to referral me to receive a MRI for the Sactica disorder and see about fracture. But first had to have prior authorization. To be sent to procan Imaging as approved. Well, it was approved cause before hand, a called Proscan Imaging and ask if they received the referral and one of the chick stated they didn't receive it yet, it take 24hrs and when they do receive it they will sent me a text message stated to make appointment. I received a text made appointment. It was for Jan 13 2023 at 4:45pm. I received another text message after that stating ,"schedule your appointment". I called back changed the time for Jan 13 2023 for 2:15pm. I arrived at Proscan Imaging on date and time at **** ******** *** ** *********** **** ***** * Number ###-###-#### and when I sign inthe receptioist stated my referral was denied. But before hand it was stated by management they didn't receive it. And when it's approved by my health insurance the doctor which is Dr. V***** from ********** spine and joint Center. They will receive the referral and they will send me a text message to make appointment. I been waiting 30 day for that appointment so I can get back to work and get better treatment. It was for my lumber spine fracture and Sactica disorder. Me and my job waswaiting for the document from results. Now I have to start all over again this process.??????
  ******** ******* Jan 14,2023
  9:34am

  Business Response

  Date: 01/23/2023

  January 23, 2023 
  
  ***** ******** 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  
  RE: ID: ******** 
  
  Dear *** ********: 
  

  This letter is in response to your correspondence received on January 14, 2023 
  regarding the above-referenced BBB ID Number ********. 
  

  ProScan received patient’s scan order from the referring physician on January 3,, 2023.

  Patient was contacted same day to schedule an appointment ten (10) days from the 

  date  the  order  was  received,  as  that  is  the  timeline  for  receiving  approval  from 
  patient’s insurance.  
     
  On January 11, 2023, ProScan left a voicemail for the referring physician as well as the 
  patient to advise both that a denial had been received from patient’s insurance and 
  the appointment would need to be canceled since getting a denial from the insurance 

  overturned  could  take  up  to  thirty  (30)  days.  We  did  receive  a  call  back  from  the 
  physician’s office requesting the denial from insurance be faxed to them. We did not 
  receive a call back from the patient that day. Since no response was received from the 
  patient regarding canceling the appointment, we left another voicemail on January 12, 
  Patient arrived to the appointment on January 13, 2023. ProScan checked the denial 
  status to see if it had been overturned but unfortunately, it had not. ProScan asked 
  patient to follow up with her referring physician to make sure the appeal had been 
  submitted and once the denial had been overturned, we would be happy to reschedule 
  the appointment.  
  
  We apologize for any inconvenience that this patient may have experienced. If you 
  have any questions, please feel free to call us at ###-###-####. 
  

  Regards, 
  
   Hanna C******, Compliance & Risk Paralegal