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Business Profile

Radiology

Premier Radiology

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Radiology.

Complaints

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

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Premier Radiology has 11 locations, listed below.

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    Customer Complaints Summary

    • 60 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      They decided to change the pricing, terms of payment after services were provided. I attampted to call and have the issue looked at, but the employees told me there's nothing to fdo about it and when I asked for a manager proceeded to keep me on hold for over an hour or two and checked in multiple times to make sure I lost patience and hung up the call.I called again and the next employee refused to get a manager for me because they asked me why I called and I told them to file a complaint against an employee

    • Initial Complaint

      Date:07/19/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Paid my bill of $419.54 on 2/9/24 using my HSA bank (Optum). Premier Radiology did not credit that payment to my account. After multiple calls, they now say they show the payment made and I no longer have a balance with them. However, their turned me over to their collection agency, *********************** for collection. They send me letters and text demanding payment for a bill I already paid. I have called Premier Radiology over five times on this matter. They say they will let the collections agency know it has been paid but they never follow through with that. I dont know what else to do.

    • Initial Complaint

      Date:06/21/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 1/25/24 i had an annual mammogram which is considered preventative and covered 100% by insurance. They billed my insurance for 2 mammograms which they paid the one and denied the other as maximum benefit paid. My insurance also advised with the denial and on my EOB if the 2nd was a valid charge my responsibility would only be $71.84 of the $575.54 they are billing due to discounts and excluded charges with them being in network. They continue to bill me $575.54. Initially when i called Premier they told me my doctor requested a tomosynthesis which my doctor advised that is 100% not true. A letter i received from Premier showed their Radiologist requested something additional which i was neither contacted for or approved to have done and assume the charges. After telling their customer service that and that i believe this violates the Surprise Billing Act they stated they would review it. I called a month later to ask the status and was told they contacted my insurance and was advised my insurance sent me a check which wasnt true upon me calling my insurance company. They said not only had they not sent me a check, they hadnt been contacted by Premier. This had been going on for months with absolutely no resolution insight. Ive gone back to the ************** location where this service was performed and they cant help me, i have to continue to call a local number and speak with reps that speak very poor English in another country. This is absolutely sad to know that i have to look up medical facility reviews first before going for services like restaurants and hotels.

    • Initial Complaint

      Date:06/21/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Underwent a medical imaging procedure on 3/11/2024 and paid $850 upfront for costs expected not to be covered by insurance. Upon receiving my insurance explanation of benefits it noted that all costs should have been covered. I called the company to request a refund and they initiated a refund process. I called several times over the next 3 months, each time without an update on the status and told to call back at a later date. I was finally told the refund should be processed on 6/20/2024 and to call on 6/21/2024 to follow-up. On calling 6/21/2024 I was told the refund was processed 5/15/2024 and I should have received payment. When I advised that I had not yet received any refund to my original form of payment (credit card), I was notified the claim would be escalated and to allow another ***** business days. I asked to speak to a supervisor given the many delays and no supervisor was available for discussion. I was then notified the case would be expedited and to allow 7-14 days for another update.

    • Initial Complaint

      Date:06/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 done on 3/26/24. I was told I had to pay $1,001.00 that day or they would not complete the **** I paid. The insurance paid them on 4/18/24 and they now owe me $357. When I call, they say the need more time to process the refund. When I asked why, no one can answer my question. They just say that's their process. I have another $1900 in medical bills and need the $357 to put towards those bills. I don't think a company should be able to hold an overpayment - that they demanded - for 8 weeks or more without paying interest on the money.

    • Initial Complaint

      Date:04/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Called Premier Radiology 6 times prior to the procedure to get preauthorization cost on diagnostic ****************** ultrasound as I was shopping around for affordable pricing. Never had routine Mammogram at no cost done and my first Mammogram had to be diagnostic. Premier Radiology confirmed I wouldn't be charged no more than $652.00. During procedure appointment I was informed I didn't have anything to worry about, no signs of breast cancer.I get a document in the mail stating we're undetermine if you have breast cancer as you have dense breast. My OBGYN nor Premier Radiology never went over these result, it is different being told you have nothing worry about and letter stating undetermine and I have continued pain and now $652.00 owed.I get a bill for $720.73. Immediately contact Premier Radiology but excessive long times, explained billed discrepancies, emailed **************************** several times, Premier Radiology unfortunately cannot dial out to contact you nor respond to email so I continue to dispute and requested to talk to Supervisor. I've attached a phone recording to the email that **************************** or backoffice claimed they couldn't listen to. I was offered 20% off $720.73. Inquired if you are willing to give % off can it be off preauthorizationamount $652. Meantime Premier Radiology put me on extensive hold times or ending up phone disconnects without an attempt.to be able to call me back or I was told they have to go by EOB or asked if I had proof which I forwarded proof but back office would claim they didn't receive it to be able to help me b/c no access to email. I get sent to collections while I disputing & sending proof. Unfortunately Collections is unable to provide an email address to be able to hear the recording attachment. Talked w/ Premier Radiology again to listen to recording I was told if I can provide revised EOB they could discount off $652.. My insurance is unable to provide revised EOB as it is now past 120 days to dispute event ***** I have documented calls with BCBS prior to confirm if Premier Radiology was in network which BCBS stated they were not at the time but Premier Radiology told me differently at the time and it is all on phone recordings and after the procedure I had contacted BCBS discussing the cost discrepancy and I was told cost comes from Premier Radiology.Need an email address I can email the phone recording as proof. Unable to attach the recording it exceeds BBB file limit.

    • Initial Complaint

      Date:03/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Date of service 2/15/24 I was required to make a payment in order to have my CT scan done. The amount paid is $483 which my understanding was that was my portion do beyond health insurance. Made a phone call today to Premier radiology billing department and was told yes in fact you are correct you overpaid. But we have to send it in for review and it will take 30 to 45 days to see if this is a valid claim. They verified on the phone with me that it was valid but what they are telling me is that I may or may not get my money back . This is fraud. This is theft and I want my money back. I paid $483 but actually was only really supposed to pay *****.

    • Initial Complaint

      Date:02/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a mammogram at the Gallatin location 6/17/2022. Received a bill for 1141.94.I had a bone density test at the Gallatin location 7/1/2022. Received a bill for ****** Had another mammogram at the Greenhills location 9/20/2022. Received a bill for 1143.49.I had united health at the time and in network. One of the bills went into collections. I have talked to the insurance company numerous times and they have contacted them to tell them that they have filed it under the doctor and not Premier Radiology that was why it was denied. ***************** instructed them to refile. I myself have called more than 20 times and I get a foreign person every time and spend at least an hour explaining what is happening only to get the same answer. sending it to the back office for review and it should be resolved within 30 days. I have called the locations to ask for help. I have been to the Gallatin location and they gave me the same number to the billing and an email address. I had already emailed them and no response. **** and tired of having to spend time getting this resolved and not being able to speak to an american that can actually help me. Horrible customer service. I am about to have my lawyer get involved. If I have other options for my mammogram in the future I will never go back to Premier Radiology and have told all my clients what a horrible and frustrating experience this has been.

      Customer Answer

      Date: 02/23/2024

      I have not heard from Premier Radiology. No email or phone calls. Still waiting to get it resolved.

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

    • Initial Complaint

      Date:09/25/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Premier Radiology owes me a refund for overpayment for a date of service of 3/15/2023. I paid out of pocket and then my insurance paid.6/13 Premier Radiology billing office was contacted and they reviewed my claim and agreed they owed a refund. Refund process takes ***** business days for me to receive refund check in the mail and to contact them if not received by Aug 15.7/27 I contacted them to check on status and the rep confirmed it was being processed and to please allow the full ***** business day processing period.8/18 I contacted them because I had not received any refund check in the mail. They said they would expedite payment and this would take **** business days.8/20 I received a bill from Premier Radiology. I contacted them and discussed that I should be receiving a refund and not a bill. They told me to disregard the bill and my refund is still in process but could not tell me the check number.9/5 I contacted them because I had not received my refund and I was told the check was just mailed on Sept 1 and to give **** business days for mail to arrive.9/21 check was not received. In contacting them, I was told they would refund my original payment method credit card by the next day.9/22 credit not received. In contacting them they explained that the ***** days was for a review and now they are in a ***** day process in sending my check. If I didn't receive it they would expedite afterwards. I explained that they stated 1) refund had been mailed to me, 2) expedited service had already been started, and 3) I was told I would receive a credit card refund. The rep came back and said now it was further expedited and I should receive refund in 2 weeks.I do not think I will ever receive my refund. I receive not information other than to give them more time. I initiated reimbursement with a confirmation I would receive my refund and I am not going on 3 months with no more information then it's in process and to give them more time. Please Help.

    • Initial Complaint

      Date:07/07/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Premier Radiology owes me a refund for overpayment. (I paid out of pocket and then my insurance paid.) I have been inquiring since April on when I can expect funds. I was told that a check was cut in *** and that if I didn't receive it by June 19th to call. I called again around June 21st. Was told then that the check in *** was never cut, but they would get it requested right away. It is now July 7th, and a check still has not been received. At this point, I don't think that I will ever see my money. There has to be some type of law against this.

      Business Response

      Date: 08/15/2023

      Good morning,

      The patient's refund was issued on 7/10/2023 with check #******.

      Two voicemails were left for the patient to advise of this process and confirm receipt of the refund check, but no return calls have been received.
      A third voicemail was left today.

      If the refund check was not received, please contact me directly at ************. 

      Thank you,

      *********************
      Client Relations Partner

    Premier Radiology is NOT a BBB Accredited Business.

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