Complaints

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

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Austin Diagnostic Clinic has 9 locations, listed below.

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• 

  Austin Diagnostic Clinic

  12221 Mopac North Austin, TX 78758

• 

  Austin Diagnostic Clinic

  2400 Cedar Bend Dr Austin, TX 78758

• 

  Austin Diagnostic Clinic

  8038 Mesa Dr. Austin, TX 78731

• 

  Austin Diagnostic Clinic

  1499 Old Settlers Blvd. Suite B Round Rock, TX 78664

• 

  Austin Diagnostic Clinic

  5701 W. Slaughter Ln. Building C Austin, TX 78749

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:10/08/2024

  Type:Billing 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.

  Better Business Bureau:
  
  Here are the answers to Austin Diagnostic Clinic's questions -

  Patient Name: ***** *****

  Date of Birth: **********

  Date of Service: 12/14/2023

  I am sending you addtional details I missed in my last message. Hope this helps.

  This is the summary of **** I have received from my insurance company for for the services performed in Dec 2023. According to them, see below for my portion of the bill should be: 

  Claim Number: ************ - Total Billed amount was $1030; Patient Responsibility: $416.78

  Claim Number: ************ - Total Billed amount: $438; Patient Responsibility: $93.35

  Claim Number: ************ - Total Billed amount: $206; Patient Responsibility: $50.00

  According to my insurance company, I should have only been billed for the "Patient Responsibility" portion of the bill (which is $560.33 BUT I already paid $592.75), which reflects the negotiated rate. Its unacceptable that the clinic is charging patients thousands of dollars for a routine annual physical. Offering "recommendations" for additional services to young adults without informing them of the associated costs is unethical and highly concerning. They actually owe ME $$ for the additional payment I have made to them. The collection agency is still harassing me that I still owe them +$900

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

  ortunately, this isnt the first time weve encountered such issues with this provider."Their practices are unethical and their billing department is notorious. Their front office is rude and unhelpful. This is taking advantage of young folks who go for visits and the doctor's office takes them in without notifying them of the coverage when they present the insurance information. They need to send me the additional charges they are billing me for and the payments I have sent so far. I need to know where they have applied the payments to. They need to settle the bill. The Insurance has no record of this additional bill they are sending me. The *** I have from the insurance portal doesn't show the services they are billing me for.

  Business Response

  Date: 10/10/2024

  Please provide the name of the patient, their date of birth and the date of annual physical appointment so we may research this billing issue and work to resolve it.

  Customer Answer

  Date: 12/16/2024

  Complaint: 22393120
  
  I am rejecting this response because:

  I have not received any refund check till date. As a resolution to this, I was told on the phone that someone from the billing department at *** will reach out to me about the refund, but I have not received any call, mail or a refund check from ADC till date (Dec 16, 2024). 
  I was also told that *** will return all of my payments for that date of service as a part of the resolution. I am still waiting for my refund and no one has reached out to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/05/2023

  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: 20958167
  
  I am rejecting this response because:

   

  This does not assure me that the case will be resolved.

  I have left messages for *********************, but I have not heard back from her yet regarding a resolution.

  I am unwilling to close the case prior to receiving confirmation of a resolution.
  
  Regards,
  
  ***************************

  ompany. Meanwhile, I researched the average price of such a procedure in the Austin area. The average cost is $158. ************** office is attempting to charge me $283 for the service, or almost double. I have already paid a $60 copay at the time of the visit, and the office is seeking an additional $144 from me. I will not refer anyone to this physician.

  Business Response

  Date: 01/05/2024

  The Austin Diagnostic Clinic is in the process of researching this billing issue and will have additional information shortly.

  Business Response

  Date: 01/09/2024

  The Practice Manager for the physician's office contacted the patient directly and offered an administrative write-off of the disputed amount, which the patient agreed would resolve this billing complaint.

  Customer Answer

  Date: 01/10/2024

  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

  Date:05/02/2023

  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.

  Complaint: 20009948
  
  I am rejecting this response because there was no other health discussions done during this appointment for which I should be charged for. Just because the doctor says there was does not mean there was. The complaint is not about the delay in the appointment but more of the practice by the Doctor to record a code for the appointment that was not accurate.  
  
  Regards,
  
  *****************************ty. I even asked her what was the point of me coming in for an appointment if all she was going to do was put in lab requests that could easily have been done over the phone. But I was told I HAD to come into the office which seemed so ridiculous to me. So after getting extremely irritable with me having questioned her, she huffed out of the office. Within a couple of weeks I had a bill from her office for a non-preventative office visit. This doctor did nothing during my visit, and decided to code the visit to benefit herself. I made repeated calls to the office to dispute the charge. Each time I had to either wait on the line (over 30 mins for the billing office), or leave a message with Dr ********** office which would be returned later. I talked to three different people in the office, and I was basically told that if the doctor had coded the visit a certain way, I had no recourse. In addition to my report here, I have reported the doctor to my insurance company.

  Business Response

  Date: 05/22/2023

  The intent is for all patients to be seen timely, but delays are unavoidable as patients often wish to discuss other health concerns during their visit.  The bill in question was reviewed with the physician and deemed appropriate as a separate chronic issue was discussed at length and labs ordered in addition to the annual wellness/preventive care visit.  Patient was advised of the additional charges at the time of the visit and objected and asked that the lab orders be cancelled, which was done, but further adjustment to the bill will not be made.

• Initial Complaint

  Date:04/19/2023

  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 recently switched to a new primary physician and in the process, requested that my medical records from ADC be sent to my new physician. That was on March 17th. Since then I have called repeatedly to ascertain the status of my medical records. No one ever answers the phone in the Medical ******************* I have left several voicemails and no one calls back. I am extremely frustrated by this very poor customer service. Plus an appointment I had with my new doctor was missing my medical records. This needs to be addressed immediately.

  Business Response

  Date: 04/20/2023

  Previous attempts to contact this patient to correct the medical records release authorization had been unsuccessful, but patient was reached today and the needed records have been faxed plus are being mailed as directed.

• Initial Complaint

  Date:03/29/2023

  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.

  Complaint: 19861578
  
  I am rejecting this response because:

  (1) When I discussed the individuals wearing "masks", I was not referring to the masks that people normally associate with the Covid-19 pandemic.  I was referring to custom made disguises that are designed to look like human faces.  The "masks" I'm referring to are absolutely and definitely not medical face coverings.  Again, it is highly unusual (at best) and certainly unprofessional to wear custom disguises during a medical appointment.  To conflate medical face covering with the disguises worn during this appointment is irresponsible.  

  (2) After searching through my records, I discovered I was mistaken about the date.  The date of my visit was 2/25/2022, and it was with NP *********************, at 1:40 pm, at ********* Austin.

  (3) I should reiterate that I have no way of knowing if the people wearing custom disguises were even the medical personnel I intended to interact with.  The situation reeks of a prank (at best), ********** (at worst), with possible external actors involved in the situation. 

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

  one occasion. I'm not sure if the BBB is the correct organization to handle this matter. I would like schedule an appointment, with a GP or **, followed by being treated by that specific individual, without any costumes, masks, nor disguises involved. Additionally, the front desk staff seemed to be aware of what was about to take place, given their demeanor. Is this a prank, harassment, or something else entirely? I would like an explanation and a possible path forward.

  Business Response

  Date: 04/06/2023

  All providers with the Austin Diagnostic Clinic, including NPs (Nurse Practitioners), have been wearing face masks and other personal protective equipment during their direct patient interactions since the beginning of the ******19 pandemic.  We do not find an appointment for this patient in April of 2022 but will contact him directly to discuss his concerns.

• Initial Complaint

  Date:01/27/2023

  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 have been a patient of ADC for over twenty years and have never had an experience like this. And to clarify, the medical care that I have received from ADC has been excellent. This is about scheduling me for a procedure without receiving pre-authorization from my insurance, and total lack of communication to help me resolve this (or I wouldn't be shouting into the void here hoping someone somewhere sees it who can help). The ADC pulmonologist ordered a chest and abdominal CT scan with contrast. Before scheduling, his ****** correctly submitted a request to my insurance for pre-authorization under the two necessary CPT codes, one for the chest scan, and a second for the abdominal scan. This was not emergent. The insurance approved the chest scan, but the abdominal scan authorization was still pending when they forwarded the orders for both to NAMC for scheduling. I saw an authorization come through from my insurance and didn't stop to check because ADC has never sent me for a non-emergent procedure without getting pre-authorization. NAMC contacted me to schedule and I had the chest and abdominal CT scan on 10/31/22. On 11/1/22 the insurance denied the pre-authorization request for the abdominal scan, and NAMC has billed me for it. I emailed the dr's ****** through the patient portal and explained what happened and asked for information on how this happened and also for information on what was submitted to my insurance that resulted in the denial of coverage. The nurse replied the next day that she would have to talk with her supervisor about my questions and never got back with me. This was about 3 weeks ago. Two days ago I left a vm on the pulmonologist's nurse line asking to be put in contact with the ****** supervisor to work this out. I have not heard back. The charges are over $1,000, I am insured, this was non-emergent, and ADC and NAMC are both in-network for my coverage. This *never* should have happened. I am receiving zero assistance to get it resolved.

  Business Response

  Date: 02/09/2023

  We have escalated this matter to the management and billing services of the North Austin ***************************** as they are the billing entity and are awaiting their resolution.  ******************* has been in contact with the patient several times to keep her apprised of the status of these efforts.

• Initial Complaint

  Date:01/11/2023

  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 received a higher than usual bill from my last appointment. I'm uninsured and yet never receive a "good faith estimate" from this clinic. When I contacted billing about the issue they said they can't adjust the bill amount and that I would have to speak to my physician's office manager because they're the ones that enter the coding for the bill. I did so and had to leave a message (because the clinic staff never answers) and wait to be called back. When I was called back they were unhelpful and just stated that the amount billed depends on what was done for that appointment (duh) and didn't look up my account to give me any specifics so I requested an itemized bill along with a previous one so I could compare the difference myself. Once receiving those, the recent bill that was costlier than usual was coded as a longer visit than the previous visits. That was the only difference. It was a tele-visit and was definitely NOT ANY LONGER than the visit before it. Once again billing ***** said they can't adjust it, but made a note of it and transferred me to speak with the clinic again as they would have to change the code in order to change the amount charged for the visit. Again I had to leave a message, that was the beginning of December 2022 and I have yet to receive a call back or any resolution to this matter as of today, Jan. 10th 2023, despite me calling them again today and leaving yet another message for a call back... yet I have been billed again for that same appointment which I AM NOT PAYING until someone contacts me about resolving this issue! My next step is to file a complaint with the ************** if this clinic won't be of any further assistance!

  Business Response

  Date: 01/17/2023

  Patient was contacted by the practice manager and billing complaint was discussed. Our records indicate that the patient was provided the good faith estimate prior to the visit and that the billed amount was correct based on the level of service.  The physician was consulted and agreed to reissue the claim with a lower level of service as a courtesy to the patient, and patient was advised of this resolution.