ComplaintsforProScan Imaging

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ProScan Imaging 24040 S Tamiami Trail Bonita Springs, FL 34114 I am writing to formally complain about the inaccuracies in the x-ray report for the exam I had at your facility on January 23, 2023. The x-ray was referred by my orthopedic surgeon, Dr. James Manzanares. There are two critical errors in the report: 1. It incorrectly states that I had a C5/6 disc replacement. The correct information is that I had a C6/7 disc replacement. 2. The report inaccurately mentions that the surgery was the result of a motor vehicle accident that took place on January 20, 2023. In reality, the accident occurred on June 29, 2020. Despite my numerous attempts to have these errors corrected, I have been unsuccessful. I have spent many hours on the phone and through email trying to resolve this issue. I even submitted my office visit notes from Dr. Manzanares, which clearly show the correct details. Additionally, I visited the ProScan Imaging location at 24040 S Tamiami Trail, Bonita Springs, FL 34114, and unfortunately, no one was able to assist me. These inaccuracies in my medical records can have significant implications for my ongoing treatment and overall health care. I request that you urgently review and correct the errors in my x-ray report. Please confirm receipt of this complaint and provide a timeline for when the corrections will be made.

  Business response

  08/12/2024

  Hello,

   

  Please see the attached response to complaint #********

   

  Thank you.

   

  M. ***** C******

   

  Corporate Headquarters
  ***** ******** 
  **** ******* ****** Better Business Bureau 
  Cincinnati, Ohio 45213
  One E. Fourth Street, Suite 600 
  
  Phone: ************ Cincinnati, OH 45202 
  Toll-Free: *************  
  Fax: ************
  Web: *************** RE:  Proscan Imaging – PNI Tamiami South 
  Complainant: ******* ******* 
  Imaging Sites   BBB Case ID No. ******** 
  Ohio
  Central Ohio  
  Dublin
  Gahanna Dear *** ********, 
  Pickerington
  Polaris This letter is in response to your correspondence received on August 7, 2024 regarding 
  Cincinnati the above-referenced Better Business Bureau ID Number. 
  Eastgate
  Midtown We  have  conducted  a  thorough  review  of  ***  *********  records.  The  following  is  a 
  Paycor Stadium summary of our findings related to this complaint: 
  Tri-County
  Tylersville ?
  Western Hills An addendum has been issued to indicate an update to the report.  
  Vandalia ? Our Executive Director of Radiology followed up with *** ******* by phone to let 
  Florida him know the images and updated report would be sent to him.  
  *** ******* *****
  PNI Tamiami South We apologize for any inconvenience this patient may  encedhave experi  from the delay 
  PNI Vanderbilt in his appointment time. ProScan is committed to providing all of our patients with the 
  PNI Medical Blvd.
  PNI Ninth St. highest standards of service and care, and we take all matters such as this very seriously. 
  PNI Collier South
  PNI Collier North If you have any questions, please feel free to call us at ************ 
  PNI Crosspointe Dr.
  PNI S***** M******    Regards, 
  Indiana
  Indianapolis    PROSCAN IMAGING 
  Avon
  Carmel    By: _____________________________ 
  Fishers        M. ***** C****** 
  Greenwood        Sr. Paralegal, Compliance & Risk 
  Kentucky
  Lexington
  Louisville
  Northern Kentucky
  New York
    Buffalo
   
  
  
  The Most Trusted Name In Medical Imaging 

  Customer response

  08/12/2024

  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. Although I wish I had received the same care and attention prior to my complaint, ultimately we were able to reach my desired resolution.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What a nightmare.. I waited 3 weeks to get in for an MRI, I leave work early on 07/09/24 to drive an hour for my appointment I arrived 20 mins early to meet their "15 Min arrival time prior to appointment" ask. As I am siting in the parking lot I receive a call that they are not able to perform my specific procedure at that location so they will have to reschedule, completely unacceptable that this was done 17 minutes prior to my appointment. It is then rescheduled to the following Wednesday 07/17/24 at another location that is even further from me, so now I have to suffer with my injury another week. During my Hour long car ride home I receive another call that another mistake was made by them and they cannot perform my procedure at that time either the following Wednesday and would have to be rescheduled to Saturday 07/20/24, now I have to live with my injury another 3 days. Move to the next day 07/10/24 I receive another call that a mistake was made again and they cant perform my MRI that day either and it would have to move to the end of the month, so now I have to go another 2 weeks in pain from my injury. Extremely unprofessional with no effort to right the issue other than continuing to push my appointment out.

  Business response

  07/11/2024

  July 11, 2024 
  
  Renee Stanford 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  Cincinnati, OH 45202 
  

  Dear *** ********, 
  
  This letter is in response to your correspondence received on July 10, 2024 regarding the 
  above-referenced Better Business Bureau ID Number. 
  
  We have conducted a thorough review of Complainant’s account.  The following is a 
  summary of our findings related to this complaint: 
  
  ***  **********  appointment  was  originally  scheduled  in  error  for  July  9,  2024. 
  Unfortunately, the error was caught late and there were several attempts to get the 
  appointment rescheduled on several different days. The Center Manager spoke to *** 
  ******** on July 11, 2024 and an appointment has been confirmed for July 15, 2024.  
  
  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 ###-###-####. 
   
  
  H**** C****** 
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a mri done with this company and they charged me $277.37. When I received my E.O.B from my insurance the charge was only $102.86. Proscan admitted getting my E.O.B. From my insurance on May 24, 2024. I have still not received my refund if $174.86. I have been waiting patiently for my refund. Each time I have called them they have had nothing but excuses.

  Business response

  06/21/2024

  June 21, 2024 
  
  This letter is in response to your correspondence received on June 18, 2024 regarding 
  Cincinnati the above-referenced Better Business Bureau ID Number. 
  

  We  have  conducted  a  thorough  review  of  ***  *******  account.  The  following  is  a 
  summary of our findings related to this complaint: 
  

  Per our records, *** ***** made a deposit at the time of service of $277.37. 
  We received an EOB reflecting *** ******* responsibility was $102.86. 
  

  On June 12, 2024, *** ***** contacted us; we confirmed her card information 
  for refunding the difference. 
  

  On June  17,  2024, the refund process  was initiated and  the funds should  be 
  reflected in her account in 2-5 days.  
  
  .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 513-281-3400 
  

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

  Customer response

  06/21/2024

  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called to make an appointment was put on hold for more than 45 minutes Totally unacceptable customer service from a medical facility

  Business response

  05/22/2024

  May 22, 2024 
  
  
  ***** ******** 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  
  Dear *** ********, 
  
  This letter is in response to your correspondence received on May 14, 2024 regarding 
  Cincinnati the above-referenced Better Business Bureau ID Number. ********.
  

  We  have  conducted  a  thorough  review  of  ***  *********  call  log.  The  following  is  a 
  summary of our findings related to this complaint: 
  
  
  Per our records, *** ********* call came in on 5/14/2024.  It is our routine to try 
  and  complete  calls  in  a  timely  manner.  Unfortunately,  our  facility  was  short 
  staffed  on  the  day  of  his  call  and  we  were  unable  to  complete  his  call  in  a 
  reasonable  time  frame.  ***  *********  reason  for  calling  was  to  schedule  an 
  appointment which was accomplished.  
  

  The Center Manager followed up with *** ******* to apologize for the wait time 
  and explained we were working on our staffing shortage issues.  
  

  We have recently hired more staff to help complete calls more efficiently. 
  
  We apologize for any inconvenience this patient may have experienced from the delay 
  in his call time. ProScan is committed to providing all of our patients with the highest 
  Indiana 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 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  08/23/2023

  Ms. Stanford-

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

   

  Best Regards,

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

  Compliance & Risk Paralegal

  ProScan Imaging

  Customer response

  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

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 
  

  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an mri scheduled for tomorrow. Today the provider called and said that I had to pay my coinsurance when I go tomorrow. I asked them to bill my insurance first because I have an HSA plan and my coinsurance amt may change because other claims are coming in. The rep said that I should reschedule my mri if I need to wait for other claims to come in. Then she said my coinsurance would never change. I am nearing my put of pocket max, so if I pay a coinsurance and other claims come in, I will be due a refund. This happened to me with another provider and it took almost 6 months to get a refund. The woman again said that I could/should reschedule my mri if I couldn’t pay my coinsurance. I *can* pat my coinsurance but prefer to wait until my insurance is billed so that I’m not waiting months for a refund. It is appalling that a rep repeatedly suggested that I postpone a needed mri because Proscan can’t wait for insurance processing to get their coinsurance.

  Business response

  09/23/2022

  
  September 23, 2022 
  
   
  
  
  Leslie Hinton 
  Better Business Bureau 
  One E. Fourth Street, Suite 600 
  Cincinnati, Ohio 45202 
  
  RE: ID: ******** 
  
  
  Dear *** ******: 

  This letter is in response to your correspondence received on September 9, 2022 
  regarding the above-referenced BBB ID Number ********. 
  
  ProScan is committed to providing all of its patients with the highest standards of 
  service. Our Company Policy related to co-insurance states “All patients must pay the 
  applicable co-payment, deductible or co-insurance at the time of service.” This policy is 
  applicable even for patients with an HSA account. Further details of this policy can be 
  found on our website at: https://proscan.com/for-patients/insurance-and-billing/  
  
  We continue to train our employees on the best ways to assist patients with payments. 
  
  Employees will direct patients to our payment policy on the ProScan website or to their 
  health insurance company to review their plan. Our Center Manager attempted to 
  reach out to this patient by phone to discuss our policy further.  
    
  We apologize for any inconvenience that this patient may have experienced. If you 
  have any questions, please feel free to call us at ###-###-####. 
    
  
  Regards, 
  
  PROSCAN IMAGING   

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

  Customer response

  09/26/2022

  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.
  
  Regards,
  
  ******* *****
  

  
  

  
  

  Proscan’s policy also states “If you cannot pay the full amount of your co-insurance or deductible at the time of service, a deposit will be expected at time of service unless you previously made different payment arrangements.”

  
  

  Because I was close to my max out of pocket for the year, I asked to have my insurance billed FIRST so that I would not be at risk of overpayment.  This has happened to me before, and getting a refund from a provider is extremely challenging.  I was not offered, nor did I know about, placing a deposit.  The ONLY options offered to me was delaying my scan until “all my bills came in”.  Asking a patient to delay a scan for payment is negligent, and a violation of their policy which states that different arrangements could be made.  

  
  

  I repeatedly stated that I was only asking for insurance to be billed first, and why.  I was given misinformation (my coinsurance would never change, and that insurance would refund me).  My coinsurance does change, and is eliminated when I hit max out of payment.  Insurance would never issue a refund because I do not pay anything to insurance.  Patients pay a provider.  In addition to misinformation, Proscan violated their own policies by not offering an alternative payment option and focusing on money first.  

  Business response

  10/11/2022

  Manager communicated with patient on 9/27/22 to discuss relevant company policy regarding this matter. No further communication required.

   

  Thank you. 

*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. ↩