Complaints

This profile includes complaints for Radiology - Waukesha, S.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Radiology - Waukesha, S.C.

  16650 W. Bluemound Rd. #200 Brookfield, WI 53005

• 

  Radiology - Waukesha, S.C.

  P.O. Box 1910 Brookfield, WI 53008-1910

• 

  Radiology - Waukesha, S.C.

  P.O. Box 1790 Brookfield, WI 53008

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:07/30/2024

  Type:Delivery 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 duck collection notice from a debt collecting company on behalf of Radiology Waukesha. I never received a bill from radiology of Waukesha and there doesnt seem to be a way to contact them directly. Not sure if this is a scam or if theyre going to s**** up my credit. Something needs to be done about these type of activities.

  Business Response

  Date: 07/31/2024

  We checked the address we had on file and it the same address listed on this complaint.  We do not show any record of returned mail.  I will speak our collection agency and it will not be reflected on his credit.  

• Initial Complaint

  Date:07/11/2024

  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 05/21/2024, I was seen at ProHealth Waukesha - Pewaukee ************** Services for an ultrasound after being referred by my OBGYN for a breast lump. I was billed $1,338 and some change, after insurance it came out to $675 and some change. This has been paid in June of 2024. My provider was *****************************. I can see a breakdown of the bill and insurance coverage in my MyChart. After that, my balance for my ProHealth MyChart showed as paid and zero. Today I received a bill from a Radiology Waukesha SC. I did not receive care from this place. They listed my provider as *****************************. I am now being charged more for the same procedure that has already been paid off. This bill also showed nowhere within my MyChart. I called the number listed on the bill from Radiology Waukesha SC to inquire about this bill, and also the dollar amount as their calculation of adding the two bills together was incorrect. I called them one hour before they closed, at 5pm. They left me on hold until they closed at 6pm. I am unhappy with the customer service (or lack thereof) that I have received, and also dont understand how I may be billed for something I already paid. Additionally, any medical bill of mine has always appeared in my MyChart. I am wary to pay this bill after looking up this company and reading complaints on the Better Business Bureau. At the very least, I request a breakdown of these charges explaining why I must pay this company I have never interacted with after already being billed by my provider. I appreciate any correspondence and relief in this matter.

  Business Response

  Date: 07/15/2024

  Radiology Waukesha, S.C. is an independent ***** of ************ that is contract to read all imaging exams that are performed by **************.  For each exam, there is a technical component, which is billed by the facility, and a professional component, which is billed by the specialists, which in this case, is Radiology Waukesha.  Patients do not always see or interact with the ************ because they are in a "Reading Room" interpreting radiology exams. 

  Since we are an independent contractor, we do not use the same billing as ************** and our billing company provides a separate bill.  You also should have received an Explanation of Benefits from your insurance company that shows our claim that was submitted to them.  If you look in MyChart, you should be able to go to test results and see the radiology report that was dictated by ****************.  I would be happy to provide you with a detailed invoice as well.

  I do sincerely apologize for the lack of customer service and will speak our billing company immediately.  Please feel free to contact me @ *****************************************************************

  Customer Answer

  Date: 07/17/2024

  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, details of the offer I reviewed appear below.
  
  This does not resolve the breakdown of billing. On the bill, it states an amount plus an amount. The math is wrong with those two added together. This also does not resolve this bill not showing up in my MyChart. I receive scam bills often, and there is nothing showing me that this is a valid bill from a provider of mine. The provider listed on the bill is not the provider listed on my MyChart for the same visit.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/23/2024

  I was able to speak with the patient and explain to her the billing process for many medical facilities and independent groups of physicians.  The location that she typically goes to, has a different arrangement with the group of radiologists, where the facility bills the global fee and the facility pays the Radiologists.  Unfortunately for this particular exam, the patient was referred to a facility in which the facility bills the technical fee, and our Radiology group bills the professional group.  I also explained to the patient that independent group of physicians use different billing services and bills don't always show up in MyChart.  They do not use the billing system that the facility uses. This is very common in the medical field.  When the patient called our customer service and was on hold for 53 minutes, our automated message states that they are open until 6pm EST.  The patient called at 5:07pm CST.  Unfortunately, there was human error when setting the automated message and the call did not automatically disconnect after the automated message.  I do apologize for this major inconvenience to the patient.  After our phone conversation, I did provide a detailed invoice to the patient via email, as she requested.  

  Customer Answer

  Date: 07/26/2024

  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, details of the offer I reviewed appear below.
  
  This does not resolve my complaint. While I received an updated invoice, it lists my old address, even though the first bill came to my current one. I also have not received a new physical bill. I will also add, I did speak to a representative about this matter. They were not able to explain why a business located in **********/Waukesha would have their hours listed in Eastern Standard Time rather than Central Time, which is the time zone that their business is located in and ALL of their clients are in. He is correct in stating that they left me on hold for 53 minutes. It is possible their call menu states eastern time but I do not remember hearing that, nor will I call back. I will wait to receive a physical bill that the math is correct on.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/30/2024

  I have emailed the patient an invoice with the correct address and math.  It shows her the charges and the adjustments from the insurance company.  Any patient should always cross reference their medical bills with the Explanation of Benefits that their health insurance supplies to them. 

  As far as using the EST even though we are located in the **** we outsource our billing to a third party which has hundreds of clients across the country.  It is extremely common for customer service centers to select a time zone to use even though many of their clients are in a different time zone.  On the original invoice that the patient submitted to the BBB, it clearly states, in the upper right-hand corner, that the hours of operation for the customer service center are ******* EST.  

  Customer Answer

  Date: 08/07/2024

  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, details of the offer I reviewed appear below.

  This does not resolve my complaint. Im not going to go back and forth on the issue of business hours and Eastern versus Central time as that is incredibly trivial and I dont know why the business manager continues to speak on that. I still have  not received a corrected physical bill to my address. I am not willing to pay something that has been emailed to me from someone, doesnt show up in my MyChart, and have only received an incorrect physical bill.

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

  Business Response

  Date: 08/07/2024

  I have provided a detailed statement of the charges that were processed through her insurance company.  Due to HIPAA regulations, I cannot upload the document that was provided to her.  She is able to corroborate the balance due with the Explanation of Benefits that is provided by her insurance company.  A new invoice was mailed at the beginning of August via USPS.  It will not show up in ******* as I have explained why it does not in prior responses to the complaint.  ************* that we serve means a great deal to us and work with assisting patients when there are questions regarding the billing process.  

• Initial Complaint

  Date:01/11/2024

  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.

  dated of service 4-26-2020, I called on 5/21/2020 to let Radiology Waukesha **** they did not bill my ***************** and **** told me to disregard the current bill. Waited for the Explanation of benefits to come thru my insurance and nothing. Now my daughter is getting emails that this is on her credit. I gave **** (the employee) all the insurance information in case they did not receive it from *******************

  Business Response

  Date: 01/17/2024

  The insurance information we received from the facility was incomplete.  We did try to process this through the insurance but did not have the policy number or group number.   We have removed this from collections and written off the balance as this is a few years old and we are not able to process this through the insurance company.  The patient now has a zero balance with us.

• Initial Complaint

  Date:11/15/2023

  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.

  This is the second time I've experienced neglect by Radiology Waukesha's (RW) billing department in processing a payment. The first experience involved a "covered" mammogram. My insurance had to be switched. I provided my new insurance information to the provider at check-in, but I was billed without insurance being billed. I then contacted RW's billing department directly to give them my insurance information. They advised to wait several weeks for that to process. I received another bill, again without my insurance being billed. I decided to wait, because who in the world would surmise the ball would get dropped a third time? Guess what? Then I get a collections letter. I called my insurance company. No claim submitted. I then called RW back a second time to AGAIN submit my insurance info. I also had to write and submit documentation to the collections department. Again, this was for my **covered** yearly preventative care mammogram. Well, here we go again. I had a small bill ($18.42) for a radiological procedure. Their bills are NOT dated (!!) so I can't say when it was generated. I called in and paid the bill on 9/9, receiving a confirmation number. Shortly thereafter I received another bill (date??). I ignored it because I made payment and figured it crossed. Guess what? Received a bill from collections! Once again I have to follow up with the collection company to square away this account in order to avoid a negative report to the credit bureau, all because RW's billing department is negligent in their practices. They said the payment didn't process for any number of reasons. Doesn't matter. I received a confirmation # for my payment, so it was incumbent on them to make sure the payment processed when I called OR SIMPLY FOLLOW UP TO LET ME KNOW! Word to the wise: You'll have to do their job for them and follow up to make sure they process your payments :/

  Business Response

  Date: 11/27/2023

  In regards to the first issue for the covered mammmogram, when the patient called with the insurance information, the call center representative did add the insurance to the patient's account, however failed to follow policy to then submit claim to the insurance company.  The collections company was notified that this was sent in error.  Unfortunately, this was a case of human error.  The call center representative was educated on the issue and retrained to follow correct procedures.  

  For the 2nd date of service, the patients insurance was billed appropriately with the payer adjudicating the account with a patient responsibility of $18.42.  An invoice for the amount was sent to the patient.  The patient called the call center to make payment via her credit card.  The call center representative (***) took the information from the patient and provided a reference number related to the call.  This number was not the credit card payment authorization number.  The *** did not process the credit card immediately and /or before the call with the patient ended.  When the *** processed the credit card payment, the credit card company declined the payment.  The *** did not follow the appropriate process to call the patient to inform them of the decline on the credit card payment.  Since the account balance was not paid before the next statement was generated, the account was sent to the collection agency via the automated process.  The patient did call on // and the error was disclosed, payment requested and authorization from the cred card completed.  Notification of the error was reported to the collection agency indicating the error was not due to the patient's neglect.  Additional training and performance issue was discussed and documented with the *** creating the error.  

  We sincerely apologize for the error and are taking additional steps with our entire call center staff to minimize and eliminate these type of issues.

• Initial Complaint

  Date:09/06/2023

  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.

  I had x-rays taken in April, 2023 and paid the bill for that service. In June, I received an invoice with 2 identical charges of $17.72. I called customer service to ask if the charges were duplicated (the description was ambiguous and identical for both charges). I spoke with ********* (6/8) and she said would check into it and get back to me in 30 +/- days. In July, I received an identical invoice so I called again and spoke with **** (7/13). She told me the 'charges are correct', but could provide no information as to what they were for or why they were identical. I asked to speak with a supervisor but was told she was in a meeting and would call me back. Instead of the supervisor calling me, **** called me back to tell me again that the 'charges are correct'. She also suggested I call my doctor's ****** to get clarification. I did that and they didn't know what the charges were for either and suggested I request a detailed bill. I called customer service again (7/13) and requested an itemized bill from ******, who told me she would take care of that. I never received the itemized bill. I finally gave up and mailed payment on 9/5. On the same day I received a bill from a collection agency for $17.72 (only one of the charges). I doubt I will get a refund for the overpaid amount and am requesting your assistance for this.

  Business Response

  Date: 09/08/2023

  The patient did have 2 x-rays done and we billed appropriately and billed her for the professional interpretation of both exams.  I did speak with the patient and explained to her that the facility charges for the technical component and the Radiologists bill for the professional component and that the bill she paid in **** was the charge from the facility, not Radiology Waukesha, S.C.  We do show record of sending an itemized statement, by mail, on July 17th.   I did find that the facility could have taken 1 x-ray instead of 2, so Radiology Waukesha agreed to write off the charges for one of the exams and refund $17.72 to the patient, once we receive the payment in the mail.  

  Customer Answer

  Date: 09/14/2023

  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, details of the offer I reviewed appear below.
  
  While I did receive a call from Radiology Waukesha on 9/7/23, I have not received my refund.  I understand that it could take some time for it to arrive, but as of this date, it has not been resolved.
  
  Regards,
  
  *********************************

  Business Response

  Date: 09/15/2023

  We did not receive the payment from the patient until Monday, September 11th.  We then had to post it to her account and "write-off" a valid charge for one of the exams that she had done.  Once that was completed, we had to process the refund.  The check was signed and put in the mail today. We processed this as quickly as possible but could not process the refund until we actually received the payment. 

  Customer Answer

  Date: 09/24/2023

  [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 is satisfactory to me. I am thankful for the BBB, since I don't believe I would have received any explanation or satisfaction without your assistance.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:06/26/2023

  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 had a mammogram completed, and the actual radiology department was fine, it is the insurance and billing. They did not have my insurance in properly and it was a routine mammogram and should of been covered under my well care physical.Tried calling several times and no one answers, finally after today are having them put in the proper insurance. In the meantime the collections calls are coming. I am tired of the time I've had to put in to resolve this as well as my lab bill. Time to hire more people and get the coding and *****************.I don't want to have to waste another lunch hour calling.

  Business Response

  Date: 06/27/2023

  Radiology Waukesha relies on the facility to provide us the insurance information that is supplied to them by the patient.   Unfortunately, in this case, we received old insurance information.   We did receive the correct information from the patient yesterday.  We continuously work on having our call center work as efficiently as possible.  Unfortunately, there are days that hold times are longer than we would like, and I do apologize for the inconvenience.  This claim has been resubmitted to the correct insurance company.  This account is currently in good standing with us and has not been sent to collections.  We do not make calls patients to attempt to collect payment.  If the account had been sent to collections, our collection company would make calls to attempt to collect payment.  However, as I mentioned, this account has not been sent to collections.  Once this claim has been processed by the patient's insurance company, any patient balance due (if any), will be mailed to the patient.  If the patient would like to discuss this, I am always happy to discuss any issues that a patient may have.  I can be contacted at **************

• Initial Complaint

  Date:03/07/2023

  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 recently received a bill in February from Radiology Waukesha **. I tried to call about it but they were closed or having technical difficulties with the phone. Also, around this time I received a notice that it was sent to a debt collector. I received one statement saying I needed to pay 03/02/2023. The letter for the amount sent to *********************** company was dated 2/17/23. My bill was sent to a debt collector before the payment was owed and I cannot reach them.

  Business Response

  Date: 03/21/2023

  I have reached out to the individual via email and phone call.  I am waiting for her to get back to me so that I can assist her with any issues with her account.

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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 collections notice on 08/06/22 from a third party collections agency stating that I had a debt of $134.00 owed to Radiology Waukesha, SC. I received no **** or other notification about any charges from Radiology Waukesha, SC prior to this collections notice. Based on other BBB complaints and various other online review, this appears to not be an uncommon situation with this company.

  Business Response

  Date: 08/09/2022

  I actually spoke to the guarantor on 8/8/2022.  Their insurance denied the claim because they had requested more health information from the patient.  We sent out the first invoice on 2/28/2022, the second invoice on 3/15/2022 and the final invoice on 7/3/2022.  None of these were returned to us as undeliverable.  On March 28, 2022, the guarantor actually called our billing company regarding the invoice. 

   

  After speaking to the guarantor on 8/8/2022, I informed him to contact his insurance company so they could get the forms they need to fill out completed and returned to their insurance company so they can process the claim.  I also informed the guarantor that I would have the account pulled out of collections and put on hold, so that they could have an opportunity to work with their insurance company and have the claim processed correctly.

• Initial Complaint

  Date:08/07/2022

  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 received a letter from collections (***************** Company) from a bill from Waukesha Radiology ** that goes back to 12/21/21 for *****. I have a payment made for this exact amount on 12/9/21. I have proof in my email. This company constantly likes to send people to collections for bills that are paid. This company needs to be reviewed for their businesses practices. This is not acceptable. Further this needs to be removed from debt collection since it was indeed paid.

  Business Response

  Date: 08/12/2022

  This patient had a date of service on 6/17/2021 that was sent to collections for $49.40.  She did make that payment to our collection company and it was applied to her account.  However, she had a date of service of 11/30/2021 that has been sent to collections for the exact same amount ($49.40).  That is why she has received another notice.  

   

  As a side note, I am not able to open the receipt that she attached to the complaint

  Customer Answer

  Date: 08/12/2022

  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, details of the offer I reviewed appear below.
  I never received a bill for this amount since I paid the amount in December that is apparently the same amount, why did I not receive this then if its a separate bill?
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/16/2022

  We mail out 2 invoices and a final notice before we send any account to collections, which is industry standard.  We did not receive any returned mail in either occasion.  I do show the payment of $49.40 to settle the patient's date of service of 6/17/2021.  As previously stated, the patient was sent to collections originally for date of service 6/17/2021 in the amount of $49.40.  She did pay this in December of 2021.  She was then mailed invoices for $49.40 for the 11/30/2021 date of service, in which we did not receive any returned mail.  As far as we were aware, the invoices were being delivered.  The patient was then sent to collections for the November 30, 2021 date of service.  I will have this pulled out of collections but the balance of $49.40 will remain for her November 2021 date of service.