Complaints

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:11/23/2024

  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.

  On 10/24/2024 I went to the hospital and received a bill of ******** for their services and I paid the full amount. I have since then received more bills and emails and messages from outside sources saying I owe more money. Synergy Radiology Associates is claiming I owe $178.00 for Chest X-Rays but I was already charged $759.00 for that in the initial bill! I should not have to keep paying for stuff when I already paid for it earlier. I have done research on this company and it was not hard to find that these people are sketchy, untrustworthy, and are just trying to scam vulnerable people over their health issues. This is downright wrong and someone should be held accountable for their actions.

  Business Response

  Date: 12/04/2024

  Please note every visit involves both physician and hospital resources. Your Synergy bill is for the radiologists professional assessment of your imaging. The hospital or imaging center may send you a separate bill for the technical services provided at their location.

• Initial Complaint

  Date:08/18/2024

  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.

  I would like to issue a formal complaint against Memorial ******* and Synergy Radiology Associates (a division of ********* Associates) for failure to provide upfront billing, specifically stating that my Mammogram was covered by my insurance and that there would be no out of pocket expense. I would not have proceeded at ****************. Cost $462, claim #EL31425986. Date of Service 4/15/24.I am requesting that the charge of $462 be removed. I was misinformed by *****************************************. They used a 3rd party Radiology group.

  Business Response

  Date: 08/22/2024

  Our AR team has submitted a reconsideration request with insurance to have the claim reprocessed under *** guidelines.

  Reconsiderations typically take about ***** days.

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I am glad to see that they are reprocessing, however, until the charge is removed, my complaint is unresolved. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *******
   
  

• Initial Complaint

  Date:05/17/2024

  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.

  Dear Synergy Radiology Associates,My initial claim for services provided on 12/05/23 was processed incorrectly.I called multiple times to the billing department to rectify the situation since beginig of 2024. On March 6, 2024 8:27am (**), I provided to ***************************** the copy correct explanation of benefits (EOB) in response to the incorrect processing of my claim. I also mailed the paper copy of my EOB to A Division of ********* Associates, **. Additionally, I have again engaged with your billing department via phone calls *************, during which I was assured by an assistent that the claim will be put on hold and would be updated within the month.However, despite these assurances, since January ***************************************************************************** May I received that "this is the final notice... my balance will be turned over to collections."This persistent error has caused me considerable frustration and inconvenience. As a result, I feel compelled to escalate this matter to a higher level in the hopes of achieving a satisfactory resolution.I kindly request that this issue be escalated to the appropriate authority within your organization for prompt and effective resolution. It is essential that my claim be processed accurately and that any outstanding issues be addressed without further delay.Thank you for your cooperation and understanding.

  Business Response

  Date: 05/20/2024

  Please see below from our billing department that has looked into this:

  The EOB patient provided was for DOS 01/06/2023 not the 12/05/2023 DOS. There do not appear to be any payment posting errors for DOS 12/05/2023 as our Insurance Team has already reviewed the charge and determined per Insurance the balance is true patient responsibility. ***** did apply a contractual adjustment on the charge however since we are currently OON, the charges are ineligible for payment. Our Insurance *** called and spoke with the payor on 02/12/2024.

  If you have any additional questions please contact:

  ****** Mujica 
  Client Relations Partner Southwest 
  ******************************************************** | Office: **************

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Good afternoon, ******!
  
  Thank you for getting back to me and pointing that *** I got from my insurance provider was for my previous visit on 01/06/2023. My appology for that. I again contacted my insurance provider to reprocess the claim according to the ***** policy. This process would be in progress until July 3rd. Could we please put my bill/account with DOS 01/06/2023 on hold until that time and will not turn it over to collections?
  
  Thank you. 
  
  Regards,
  

  **** Levkina
  
   

  
  

  Business Response

  Date: 06/06/2024

  I have verified that the account will have time to be reprocessed and not be sent to collections. 

• Initial Complaint

  Date:04/29/2024

  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.

  On November 16, 2023, I had a routine mammogram performed at Memorial Hermann Imaging - Pearland. When I called to make the appointment I inquired if my insurance would cover the mammogram. I was told that insurance always pays 100%. I asked if they would please run it through my insurance to confirm that prior to my appointment. They said they would and would call to confirm. They did not call to confirm. On the day of my appointment, upon checking in, I asked if everything had run successfully through my insurance and they assured me it had. I again confirmed that it would be 100% covered and was told yes.Shortly after I began receiving a bill from Synergy Radiology Associates for $440. I called ********** to ask about it and was told they were an external provider and nothing they could do and I should have been told this. I explained that not only was I not told, but that I had repeatedly inquired to ensure no out of pocket costs. I have since been in correspondence with Synergy who is also not accepting any responsibility for what happened. I called my insurance, *****************, for any assistance they could offer and they confirmed that my plan does not cover "professional services", which is how Synergy was coded, and that had they been contacted prior to service they would have told the provider this to let me know per my questioning and request to approve through insurance prior to service.On my last phone call with Synergy, they offered me a 20% discount, though unfortunately this has not been reflected in recent billing. I have not yet paid as I followup to seek better resolution. Memorial ******* should take responsibility and improve their customer service so that no other patient receives fraudulent information in regards to their health care cost responsibility.

  Business Response

  Date: 05/07/2024

  Memorial ********************* is in receipt of the above-referenced complaint. The content of our response will include protected health information (PHI). In order to fully respond to the complaint and remain in compliance with patient privacy rules, we are attempting to obtain the consent of the patient for the release of PHI. Initial contact has been made with the patient, and we are awaiting a reply.  

   

  Thank you.

   

   

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I received a message from Memorial ******* asking me to authorize permission to release protected health information. I responded back for additional information about what protected health information was needed and why in regards to my compliant concerning customer service and billing practices. They have not responded. I do not think a response to me that it is currently in my court is justified without additional information from them per my response and request for more information why it is necessary for me to authorize release of my protected health information. I should not have to authorize this to have my complaint addressed.
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/16/2024

  Good Morning,

  Synergy Radiology Associates has provided the professional services for your radiology study. 

  I have contacted our billing department regarding the concern. Please view their statement below:

  After review, I show that the patient has a limited plan that does not cover the professional services portion of the bill. I have reached out to our *** team to see if we can offer a larger discount than 20% since insurance did not apply any contractual adjustments.The Patient Experience team will be contacting the patient today to offer a larger discount on their bill. 

  Thank you

  Customer Answer

  Date: 05/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:04/19/2024

  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've been dealing with Synergy Radiology Associates for the past year now with no resolution of my issue. After an ER visit for an asthma attack in April 2023 during which I was given a chest x-ray, I received EOBs and settled the corresponding bills with my insurance for the visit. Months later I received a $139 bill from Synergy for radiologic interpretation (w/o itemization or explanation of charges). There was no evidence that they had billed my insurance, so I tried calling Synergy several times (and emailed them 3 different times) to get more info and to make sure that they had billed my insurance, but couldn't get a response to any of my emails or get through to anyone on the phone. I eventually paid the bill to avoid it going to collections. I tried submitting the claim to my insurance company ******, but they would not accept it without an itemized bill. So I continued to try to reach Synergy by phone and did finally speak with an agent in October of 2023, who said that they tried to bill my insurance but that it couldn't be verified. We reviewed my insurance information and realized that Synergy had entered my Member ID and insurance type incorrectly. She took down the correct information (which I also emailed to Synergy) and told me that they would resubmit to my insurance. I was told to wait 45 days before calling back for an update. I called back Synergy 3 more times- in 12/23, in 2/24, and in 4/24. Each time I reiterated the billing mistake made by Synergy, was assured that they would resubmit to my correct insurance, and to call back in 45 days for an update. The most recent time I called, I was told that we had passed the window to bill my insurance and there was nothing else they could do. Synergy is one of the most inept entities i've ever had the displeasure of dealing with. This was a fairly small bill that wasn't an issue to pay, but the problem is that Synergy failed to bill my insurance correctly, then repeatedly failed to fix their error.

  Business Response

  Date: 04/22/2024

  Good Morning,

  Upon review with our billing team, below was their findings: 

  We received two eligibility denials from BCBS.

  I have applied an adjustment on the account creating a credit of $139.00. I have reached out to our Refund Team to have this check expedited.

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:01/25/2024

  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.

  Need to pay a bill to synergy radiology services but cannot get any of the bill pay options to work. Online bill pay says it can't find my balance and cannot get through on the phone. I would like to add my insurance to see what would be covered before trying to pay the $1,154.00 they are saying that I owe them for an ultrasound for my ectopic pregnancy I had on 12/10/23. This company is ridiculous and I don't want this to mess up my credit if it goes to collections because none of the bill pay options work!

  Business Response

  Date: 02/06/2024

  Good Morning,

   

  Our patient experience team spoke with the patient on 2/2/24. The correct insurance information has been updated and charges are being processed with the payor which can take up to 45 days. 

• Initial Complaint

  Date:01/16/2024

  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 was referred to this group for my routine mammogram. My PCP is covered through my insurance along with the facility where it was done. I received a bill from the radiology department for what I am unsure. I have tried to contact them. I did go online and enter my insurance information since it wasnt showing on my online account. They have yet to update my bill or respond to any of my inquiries. It has been well over a month.

  Business Response

  Date: 02/01/2024

  Good Morning,

  You are receiving a radiology bill as the radiologists perform the professional services for your mammogram and provide a "read" for the mammogram study and produce the final report. 

  The cost of radiology services is separate from your PCP or facility as we provide the professional services. 

  A billing representative will contact you shortly. You can also call the following:

  Shelby ******
  Client Relations Partner
  ******************************************************** | Office: ************** 

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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 10th, 2021 I went into a radiology center for images requested by my primary care physician for lower back pain. The primary care and radiology center were part of the same health care organization. When I went in for images I was not told up front about out of pocket expenses, within an hour of having the images done my primary care physician reached out to me to notify me that the wrong images had been taken and I would need to go back for the correct ones. I went back the very next day, December 11th, 2021 for the correct images. I later received 6 different bills for those images, and after explaining to the radiology center, the physician and Synergy Radiology Associates that the first image was incorrect they all agreed to drop those bills. I paid in full all 3 bills associated with the second, correct scan. Synergy Radiology Associates reached out to me 2 additional times to collect the $36.08 payment for the first incorrect image they had already agreed to waive, and on both occasions told me that they would again waive that bill. So on three separate occasions Synergy Radiology Associates had told me I do not owe that money. Nearly a year after the service and with approximately 6 months of no follow up or additional bills, I received a notification from a collections agency for the $36.08 ive been told 3 separate times they took care of and I was not responsible for.

  Business Response

  Date: 11/04/2022

  Good Afternoon,

  We were not notified of the repeat exam and have closed this account with the agency and voided the charge.

  Thank you

• Initial Complaint

  Date:10/22/2022

  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.

  To start , I called this company 3 times and the lady was very rude. I had insurance my whole life and asked if they filed with my insurance. They said no because I didn’t put it on file. Which is not true. This company then billed me $400 dollars twice for one service and didn’t even bill my insurance before placing this on my credit. I need this removed from my credit. They are unprofessional and I can’t even talk to anyone without them having an attitude and hanging up on me. They obviously did not know how to file insurance through my social or even let me know I even had a balance.

  Business Response

  Date: 10/25/2022

  We are unable to locate an open balance and/or collections write off for Synergy Radiology however if you would like to reach out to our billing department at (281) 783-6832 they would be happy to review and discuss resolution.

  We believe you were seen at a location that we do not provide services for, but a location in which a sister company provides services for and this complaint against Synergy was a mistake. 

  The attached billing line can resolve your issue if you call into it. 

  Thank you.

• Initial Complaint

  Date:08/11/2022

  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 would like to bring to attention the deceptive medical billing practices of a company called SYNERGY RADIOLOGY ASSOC PA (**** *** **** ** *** *** ******** ** *****) (“Synergy”) in association with *********** ********** ******* *** *** ****** ******* ** *********) (“Specialized”).
  During my wife’s pregnancy, she visited Synergy Radiology Associates on May 5th, 2021, located in The Women’s Hospital of Texas (7600 Fannin Houston, TX 77054). Insurance paid their portion in November of 2021, and the bill was sent to collections on March 29th, 2022. Not once did we receive a bill from Synergy with a fair chance to pay.
  At first, I thought it my fault that maybe a bill slipped through the cracks or that I missed an email; however, upon scouring through the stack of paid and unpaid medical bills not one was from Synergy or Specialized. Interestingly enough, I discovered the bill was in collections when I pulled my wife’s credit report as part of my annual credit “check-up.”
  For summary, thus far, no bill or attempt to collect on the remaining amount of $177 has been sent even though this account is on our credit report. This specific situation seemed rather deceptive, and upon a quick google search, I found that this practice appears to be the procedure for Synergy: “Don’t let patients know they have a bill and then send them to collections.” This practice has undoubtedly caused credit damage to many Texans who were unaware of a bill or collections reporting. I’ve included several screenshots of google reviews showing a clear trend. I’ve only included a small sampling of the plethoric reviews regarding collection issues.
  
  I've attached the document sent to several Texas Agencies regarding this issue.

  Business Response

  Date: 08/24/2022

  Good Morning,

  Statements were mailed to:

  KORYN ******
  ***** **** ****** **
  ******** ** **********
  
  

  We do not know why statements were not received, but several were mailed to the above address. 
  Text statements were also sent to phone number that was on file at the time of service.
  No return mail was received.

  Account activity is listed below:

  Statement dated 11/21/21 was mailed to address: ***** **** ****** ** ********* ** *****
  

  Text statements dated 12/26/21 and 1/25/22 were sent to phone ************
  *** **** ***** ****** ** ************ *** * ********* *** *****
  
  

   

  Thank you.