Business Profile

MRI

Gateway Diagnostic Imaging LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gateway Diagnostic Imaging LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:07/03/2025
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.
At the time of scheduling my appointment for an ultrasound I was told my insurance was verified and my "patient responsibility" was $50.00 total. On the day of my appointment, my $50 was collected and a receipt was provided with a general message at the bottom stating any amount collected is an estimate. At no time before this was I notified the $50 was just an "estimate." Neither verbally or in writing. I HAD to have the scan so I went ahead with it but then received a bill for almost $200. I have since called multiple times and been given the run-around and canned responses about how insurance works. I'm well aware of how insurance works and Gateway would have known EXACTLY what my "patient responsibility" should have been as they had the codes for the scan and my insurance information before I even made the appointment. I cannot get **** to return my call after being told multiple times I would and their records are a complete fabrication of the actual amount of times I've called, who I spoke to, and the exchange therein. From the information I see through the BBB, the company simply replies that they're adhering to ***** rules but not engaging even though the complainant has given authorization through the BBB. I doubt they will respond to this with anything different than their typical response but I want to document the deceptive billing practices with their office. Also reporting it to my insurance and the Texas ************** Gateway has offered 50% off the bill they have sent but that's truly a slap in the face after all I've been through with them. I shouldn't have to pay anything since they failed to adequately verify my remaining deductible and communicate what the procedure would ACTUALLY cost me. Where they came up with $50 is beyond me. And to not call someone back after multiple attempts is highly unprofessional.
Business Response
Date: 07/09/2025
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 07/09/2025
Complaint: 23555052

I am rejecting this response because: I released my information to be discussed on this platform. The response from Gateway is canned and dodges the issue I have reported

Regards,

********* ******
Business Response
Date: 07/16/2025
Gateway Diagnostic Imaging is not able to specifically address the Complaint in this public forum. Patients are encouraged to reach out to the facility manager where treatment occurred for additional assistance.
Customer Answer
Date: 07/16/2025
Complaint: 23555052

I am rejecting this response because: reaching out to your account managers did nothing. I called the billing office and spent HOURS of my time trying to work this out and was continually disrespected and dismissed. I had to go through the corporate website to actually talk to someone and even that took days to get a response. I eventually spoke with ****** from out of state who helped me but your local people need to do better.

Regards,

********* ******
Initial Complaint
Date:06/15/2025
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.
When they called to set up the appointment they told me the price of my procedure($855) and asked if that was okay. I said it was and agreed. Then when I got to the office they repeated the price of the procedure and said I had to pay it upfront. So I did. Now, two weeks later they send me a bill for $620 more dollars. They had represented the price of the procedure to be $855. When I called into the billing department expecting them to tell me it was a mistake they cowardly hid behind fine print, excusing themselves from any responsibility for misrepresenting the price of the procedure. They do this EVERY day, they should know how much things cost. If they had just told me the cost up front I would have paid it, because, unlike them, I am honest. They could have even told me that there was an upfront cost and that there would be an additional cost after they billed my insurance, that would be fine. But they lied and misrepresented everything and then instead of admitting they made a mistake, also an honest response, they hid behind legalese.
Business Response
Date: 06/23/2025
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Initial Complaint
Date:06/10/2025
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 contacted Gateway Diagnostic Imaging in February 2025 per my Dr.s request for an imaging of a likely torn hamstring. When I called, I was told that since I had not met my insurance deductible, I could pay directly the sum of ****** as total out of pocket and they WOUKLD not submit to insurance and nothing more would be owed. (Kind of like agreeing to pay for a car repair without the other side, submitting it to insurance.) moths after the **** i received a bill from gateway for ******
Business Response
Date: 06/16/2025
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Initial Complaint
Date:05/28/2025
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 given an estimate of $750 for a MRI. I paid the $750 at the time of service (receipts attached) but now have $620 showing up on my credit report through a company called "PROFESSIONAL FINANCE *** that says I didn't pay what I owed. I believe this to be a bait and switch where Diagnostic Imaging gave a price and then changed it after the procedure and sent it to collections. I would like this removed from my account and the collections removed from all my credit reports.
Business Response
Date: 06/03/2025
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 06/03/2025
Complaint: 23387152

I am rejecting this response because I have already agreed to share my personal and medical information in order to resolve this issue of bait and switch billing.

Regards,

******* *****
Business Response
Date: 06/10/2025
Gateway Diagnostic Imaging is not able to specifically address the Complaint in this public forum. Patients are encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 06/10/2025
Complaint: 23387152

I am rejecting this response because I have already called the billing department and they refused to correct their mistake.

Regards,

******* *****
Initial Complaint
Date:03/19/2025
Type:Product 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.
Imaging center charged me an amount I DID NOT AUTHORIZE and *** stated she submitted a referrsal of the charge but the billing center has no record of as of yet
Business Response
Date: 03/26/2025
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Initial Complaint
Date:09/24/2024
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.
Services were rendered to me on 6/3/24 for a CT scan. I paid $97 upfront based on the information my insurance company provided. I was notified by my insurance company that the service was not covered because it was not pre authorized and that it was Gateways obligation to give me my monies back. I began calling on 6/26 to get my money back. Since then I have called on 8/9,8/28 and 9/24 with no resolution. I keep being told that it is under review. When I called on 8/28 they said give 15 business days and today on 9/24 I am being told 5 more business days. I dont feel I will get a resolution without some intervention.
Business Response
Date: 10/01/2024
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 10/01/2024
Complaint: 22331087

I am rejecting this response because:
In my initial complaint I stated that I have contacted their billing department on several occasions with no resolve. I have be told that it is still in review after 3 months. My insurance company sent a letter on my behalf that directed them to refund the monies I had already paid. Even after the letter nothing has been resolved.
Regards,

******** *****
Business Response
Date: 10/08/2024
As previously stated, Gateway Diagnostic Imaging is unable to specifically address the Complaint in this public forum. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 10/08/2024
Better Business Bureau:

I was contacted by the business in reference to complaint ID ********, and we have come to a resolution that is satisfactory to me.

Regards,

******** *****
Initial Complaint
Date:06/12/2024
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.
My doctor ordered that I have an *** and I chose Gateway Diagnostics. When the appointment was scheduled I was told the expected out of pocket cost and let them know I could not afford that and would need to cancel. The representative told me I could apply for their financial aide to pay for it and would be no cost to me. She asked me questions about my current income, which I told her honestly, and she said I would qualify and so I kept the appointment. I was contacted months after the appointment asking for pay stubs which I had already provided. I asked the representative what else was needed and she was quite confused and unable to explain it or why it took so long for them to contact me after the appointment. I asked to speak with a supervisor which she stated was not available and so I asked for a call back from the supervisor which I never received. I called their financial aide department multiple times asking to speak with a supervisor on the situation and never got a call back. One representative stated their notes showed the supervisor had spoken with me when that was not the case at all and was a lie. I have yet to receive a response from the supervisor as to what else is needed and why my financial aide was no accepted when I was told I qualified. I am now receiving bills for over $2,000. I would not have received the *** if their representative did not assure me it would be covered by their financial aide and I am afraid of how many other individuals might get roped into such false promises.
Business Response
Date: 06/18/2024
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 06/22/2024
Complaint: 21835529

I am rejecting this response because I have called the billing department and requested to speak with a supervisor multiple times and have been unsuccessful. It seems the supervisors are always either busy or unable to call me back.

Regards,

***************************
Business Response
Date: 07/02/2024
As previously stated, Gateway Diagnostic Imaging is unable able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are encouraged to contact Compliance at www.usrs-feedback.com.
Initial Complaint
Date:04/08/2024
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 went to have an ultrasound on March 12 2024 and I paid with my credit card 392 $ then I received from my insurance the claim detail and I should pay just 233$ for that ultrasound. There is a difference on my favor. I called the billing department they said they were going to refund the difference 159 $. I called them just today April 8 to check the status of my refund they told me they were going to re submitted the claim to bluecross because there was an error. I called ********** my insurance there are not errors on that claim. It sounds very fishy and I am very disappointed of that situation. It looks like the overcharged customers and they give patients hard time to refund the money or not to refund it at all!
Business Response
Date: 04/16/2024
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Initial Complaint
Date:02/13/2024
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.
The imaging took place in Jan24/2023, i had HUMANA ins somehow and i did not ask. also i had ********* I am a good citizen by my fathers side i have a dark skin.iT IS A CRIME TO DISCREMATE BY RACE AND COLOR. I had a CT scan-70492.(Billed $1070.00 Ins adjusted $846.65 Ins payed $43.35 Amount due $180.00) I went to the ****** office *****************.I gave them a copy of income fromSSA,plus my wife (1370+995)=2,370/mo. A form filled in 07/07/2023 and a ongoing issue.The office woman at the front desk said the paper work is old,start new. The front desk i was 10 feet away and looking me to her and her to me, not hispanic and judge me for 7-10 minutes.Let start again, she said.This was in 02/09/24 friday at 3.00pm. This folks a get a lot busines from next door by ************* ****,a nose throut,ear specialist. I was his patient.The GATEWAY has to be so cruel , I am 71 years old.(struggling)
Business Response
Date: 02/19/2024
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.
Customer Answer
Date: 02/29/2024
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:02/06/2024
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.
Scheduled an appointment *requested for billing to confirm my insurance and out of pocket expense *received a call back from the office and the employee with gateway imaging quoted $0 *I asked if they verified my insurance and she stated yes and I once again asked it it was $0 because the amount did not seem correct. She again confirmed yes $0 out of pocket (she never once stated it was an estimate or no guarantee) so I scheduled the appointment Day of appointment: unfortunately I did sign an estimate sheet with $0 for the day of appointment but did not guarantee payment. At the top it stated good faith estimate so once again per the phone conversation I assumed they in good faith contacted my insurance company (they never did now that I investigated)After visit; it was barely a few days letter and I received a notice of a bill totaling over $400
Business Response
Date: 02/12/2024
Gateway Diagnostic Imaging is committed to our patients privacy and to complying with all applicable law pertaining to patient privacy, including the **************** Portability and Accountability Act (HIPAA). As a result, we are not able to specifically address the Complaint in this public forum. While we cannot comment directly on patient communications or care, please know that any patient concern related to billing and collections is addressed directly with the patient. Patients are also encouraged to call the billing department, and may request to speak to a patient experience supervisor.

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Gateway Diagnostic Imaging LLC is NOT a BBB Accredited Business.