ComplaintsforEnvision Radiology

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have called multiple times and contacted them to STOP mailing me reminders to get a mammogram. Within 1 year, I have had over 12 letters mailed to my home. I called Envision Imaging in ********** and ********* to STOP mailing me reminders. I even called Envision Imaging Corporate Headquarters in Colorado where the customer service manager told me on the phone she would contact marketing to get them to stop mailing me letters. In May I received 2-3 letter from them and in June they became more aggressive after I complained and mailed 2 more letters to my house. On June 14, 2024 I received another letter mailed to my house. I have ASKED THEM TO STOP MAILING ME for 1 year, making multiple calls, contacting corporate and emailing them and they REFUSE to stop mailing me reminders. I had enough with this company and got my mammogram Texas Health instead.

  Business response

  06/15/2024

  Ms, *****, 

  Thank you for contacting us.  I apologize for the over communication.  I have emailed our women's imaging leadership and our VP of Operations asking them to remove you from all future communications. Please feel free to contact me directly if you receive any future mailings.  My direct line is ************ or you can email me at **********************************.

  Have a great day!

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

  Quality & Safety Director

  Envision Radiology

   

  Customer response

  06/25/2024

   
  Complaint: 21852193
  
  I am rejecting this response because:

  On June 24, 2024 I went to my mailbox and I GOT ANOTHER LETTER from Envision Imaging!! It is dated on June 13, 2024 but mailed recently from this company (SEE THE ATTACHED LETTER TO THIS EMAIL). This is the FOURTH letter I got from this company. Last month in May I had about 3 letters from this company. 
  This is a point of harrassment at this point. I am thinking this company are sending me these reminder letters out of SPITE and retaliation. 
  
  I sent an email to *********************** and wrote that "The amount of mail you send me monthly is INSUFFERALBE AND ANNOYING.
  
  Please get your company to STOP harassing me. Each time I get a letter I shall email you and see how you like it. 
  
  Anyways, I have emailed your company, called your company and wrote comments to your company multiple times to STOP mailing me letters. You won't STOP. Even if I am dead you will still mail me letters. Your company is very unprofessional and is harassing me."
  
  I also spoke to him on the phone on June 24, 2024 around 6:15 PM central time after I sent that email to him. *********************** is trying to help me to get this to stop and I can tell he is making an effort to do so, but I still keep getting mail. Please add this to my complaint since it is now closed. 
  
  Thank you.
  
  ****************

  Business response

  06/26/2024

  I received a voicemail from Ms. ***** informing me that she had received another letter from our company and I called her back to apologize and learn more.  We did learn the letter was dated 13 June which was prior to me becoming involved and working with our team to get this corrected.  These reminder letters are generated in batch from our mammography reporting system and then mailed.  There can be a couple days between batch print and mailing, which I assume is why Ms. ***** still received the communication dated 13 June.  

  I have confirmed with my team that should have been the last of any communication Ms. ***** will receive from our company. 

  I do appreciate Ms. ***** bringing this to our attention because we did learn of a process error leading to multiple communications.  It appears the person generating the batch print and mailing the letters was incorrectly selecting the option to include patients that had previously received a letter causing them to be included with each batch print.  We have coached the employee on the process error to prevent others from receiving multiple unwanted communication.  We have also removed Ms. ******* address from the system to prevent future communications sent to her.

  Ms. ***** has my direct number and email. I have encouraged her to contact me immediately if she has any other issues.

  Customer response

  06/26/2024

   
  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.
  
  Sincerely,
  
  ****************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business has extremely shady practices. I got two images done at their Westminster location and had been slowly paying them off. For about four months their system was down and showing me at $0 balance with no way to pay. Id tried to set up auto pay and every person I talked to was incompetent and didnt know how to help **** would get an occasional paperless bill and then stopped receiving them. Imagine my surprise when a collection agency reached out to me! I called their support and the woman told me they sent me paper bills and called me one time. Funny-I didnt receive a single paper bill or a phone call. Why didnt I receive an email if I signed up for paperless billing?I dont have an answer for you. But we did send you paper bills and you got one automated call.No, I sure didnt. And her supervisor was conveniently unavailable. This place is absolute garbage. They do not make any effort to reach you for payment. And they will not help you. Go anywhere else.

  Business response

  02/23/2024

  Thank you for letting us know of the patient's concern.  The patient was sent to collections on 2/9/24 for her remaining outstanding balances from her visits on 2/6/23 and 10/9/23.  She had provided occasional payments but failed to set-up a payment plan timely to demonstrate a commitment to the amount owed. 

  We are unaware of our system being down at any time, but patient would have been made aware of her remaining balance each time she made a payment.  

   

  Customer response

  02/27/2024

   
  Complaint: 21317470
  
  I am rejecting this response because: as per the screenshots, the company was very much aware of the issue. Please listen to the recorded phone conversations where I asked customer support folks for assistance setting up the payment plan and was told they could not help me. 
  
  Sincerely,
  
  ********************

  Business response

  03/05/2024

  Thank you for sharing the attachments. I was not made aware of the issues with the portal. I have requested your remaining balance be written off. I apologize for the inconvenience . 

  Customer response

  03/05/2024

   
  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.
  
  Sincerely,
  
  ********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2022 I received a routine mammogram. According to the ******, I did not provide the correct insurance information, which may or may not be correct. (I don't know, I could have made a mistake in what I initially provided.) In March of this year I realized that the bill had still not been paid, and made a phone call to my insurance provider, followed by a call to their ******. I provided the current insurance information, knew that the service was covered, and assumed it had been taken care of. Then they submitted the claim to a creditor. In October I attempted multiple phone calls to the doctor's ****** to resolve it, as well as calls to my insurance provider who told me that a claim had never been submitted. With the doctors ****** I confirmed the insurance information they had on numerous occasions, and each time was told that they'd try to resubmit. They never reached back out to me to follow up. Finally I convinced my insurance provider to get on a direct call with the ******, and the ****** refused to submit the claim, saying that because it had been more than a year, I'd simply have to deal with the creditor. They claimed falsely that I'd never attempted to contact them before October, and refused to work in good faith with my insurance to process the claim, even when realizing that it would be covered and they would receive payment.

  Business response

  10/23/2023

  Thank you for bringing this to our attention.  According to our records, ************** provided us an insurance policy at time of service that had expired in 2019.  For this reason, the claim was denied when filed to insurance.  We sent 4 statements to ************** on 7/25/22, 8/1/22. 9/2/22 and 10/4/22.  The 7/22 statement specifically stated her insurance policy was not active and requested she contact us with the correct policy information.  No policy information was received and the account was sent to collections on 10/11/22. 

  Our records do not show any contact from ************** in March and it was not until 10/19/23 when she contacted our Billing Team that her insurance information was updated.  At this point, her account had been in collection for a year.  While we are confident our team has handled this account correctly and provided several notices to ************** regarding the expired insurance, we have elected to call the account back from collections and write off the balance.  We encourage ************** to contact us timely in the future if she has billing questions or insurance changes to avoid similar situations.   

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have *************** which provides radiology/imaging studies at 100% without copay. I had a radiology study (MRI) and Envision Radiology is billing insurance as an office instead of outpatient. I have spoke to my insurance company who then contacted Envision directly. ***** from Envision acknowledges and stated that while he knows Envision Radiology is a free standing outpatient facility, they still bill as an office (Place of Service 11) instead. According to *****, outpatient facilities should be billed as Place of Service 22. I have attempted to have this corrected between both Aetna and Envision Radiology to no avail.

  Business response

  06/21/2023

  Thank you for bringing this concnern to our attention.  Place of Service (POS) Code 22 is reserved for On-************************** faciltiies.  This is described as a "portion if a hospital's main campus."  We are an Independent Diagnostic Testing Facility not an ******************* facility and not eligible to apply for this POS Code. This was explained to the patient when she contacted our billing department with her insuracne company.
  

  Due to the confusion this has caused, we have elected to adjust her balance and remove the $30 co-pay for this visit.  We encourage the patient to work with her insurance company, if she wishes to take advantage of her insuracne benefit, to identify outpaitent hospital facilties where here medical imaging needs can be cared for without a co-pay.  But unfortuantely, by definition, we are not able to bill through POS Code 22.

  Again, thank you for bringing this to our attention and apologize for the confusion this has created for the patient.

  Customer response

  06/21/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  02/17/2023 I was scheduled for a CT Angiography at Health Imaging/Envision Radiology. In advance, I was given an estimate of approximately $180. When I arrived, I made my payment of $183.65. I asked despite the paperwork saying this is an estimate, whether I would owe more money. The billing person said, no and that they've had my insurance information and already contacted my insurance company regarding my coverage. Two and a half months later, I received a bill dated 5/2/2023 for an additional $466.57. I called in to clarify and they pointed to the "estimate" language in their paperwork. Estimating the total charges at time of service at only 28% of the ACTUAL end charges (along with verbal assurances that only the $180 would be the total due), is a flagrant violation of the Patient's Bill of Rights. It is an obvious bait-and-switch ploy to bilk patients of more than 3x the estimated cost. The provider had my insurance information for plenty of time to obtain a more reasonable estimate. If I had known the true costs, I obviously would have searched for a new provider or forgone the imaging completely. This is DISGUSTING treatment of people who cannot afford to have money stolen from them.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had to get an MRI on my knee at Envision Imaging of South *********. Twice , I was told that my co-pay would be zero. Once on the phone and again in person. I specifically asked if I would be getting a bill in the mail and was told No. A couple of weeks later, I get a bill for $250.00. I call the billing department, just to get hung up on twice. Then I start getting calls from a collections agency. I called the billing department again to be told that in the fine print, it states that zero is just an estimate. IF you pay cash for the **** its only $395 but if you use your insurance, they get paid $2100 from the insurance and then bill the patient $250 for a total of $2350.00. I would bet that they don't point out that zero is just an estimate to any of their patients because once they get the service, the patient is on the hook and the staff couldn't care less after that.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went and got X-rays Covid hit they called & stated my insurance did not cover entire balance, I told them I could not pay balance they offered the settlement. I gave them my chase card they charged the card. A year later ther send balance to collections. That was not the agreement. Its not fair to offer settlement then come back and charge for the balance that was settled. I want that removed off my credit and a letter stated it was there error for credit bureaus. My email is ************************** thx you

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I saw my credit report and I noticed that there are inaccurate and fraudulent accounts that I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicates the company name, balance, and date last reported:Account Name ENVISION RADIOLOGY OF ***** Balance $43.00 Account Number *******

*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. ↩