ComplaintsforProScan Imaging

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called and scheduled with Proscan rep. Told to text Rx for MRI. Faxed on a Friday and told had to wait a week to preauth. Called Monday, Tuesday, Wednesday to get *** & ****** codes to see where precert was at. Was told Thusday (day before MRI) per Insurance company just received Rx Thursday morning - stating they needed clinicals. Now pushing me back 72 hours - unacceptable considering they made me schedule a week later because to "ensure Proscan had time to precert - (cant put weight on my leg to walk). Requested case number with Insurence. I then called the Dr. Office... they never received a request for clinicals. Gave them the case number requesting they expedite this. Showed up for scan and had to pay out of pocket and told because they didn't have auth from the insurance (again - no sense of care or urgency for patients) basically too bad they cant do anything at this point. They do not care about the patients. They allowed themselves to not have to move forward at my expense. Glad I was able to use previous precert knowledge to even know to get a case number. I will never use Proscan again.

  Business response

  09/06/2022

  September 6, 2022
  
  
  
  ***** *****
  Better Business Bureau
  Cincinnati, Ohio 45213
  One E. Fourth Street, Suite 600
  Cincinnati, Ohio 45202
  RE: ID: ********
  
  Dear *** *****:
  
  This letter is in response to your correspondence received on August 26, 2022 regarding
  the above-referenced BBB ID Number ********.
  
  ProScan is committed to providing all of its patients with the highest standards of service.
  We have conducted a thorough review of the patient’s account. The following is a
  summary of our findings:
  
   8/19/22: Patient was scheduled for an appointment on August 26, 2022. There
  was no order included with the appointment request.
  
   8/24/22: ProScan requested an order and notes from the patient’s doctor via
  voicemails and fax.
  

  8/25/22: ProScan received the order and the precertification process was
  initiated with the patient’s insurance company. The insurance company pended
  the case for notes. As a result, ProScan called the patient and left a voicemail
  explaining that the patient would need to reschedule or agree to be self-pay.
  

  8/26/22: Patient paid the self-pay rate and proceeded with the MRI Scan.
  

  8/29/22: ProScan received the notes from the patient’s doctor’s office and has
  .uploaded the notes for insurance review. ProScan is seeking a retrospective
  authorization from the patient’s insurance. If this is denied, ProScan will initiate
  a refund for the full self-pay rate.
  
  We apologize for any inconvenience that this patient may have experienced as a result
  of our normal pre-authorization and scheduling process. We seek to stay at least 3-5
  days ahead of our schedule, however recent staffing shortages and other challenges
  have prevented our ability to meet this target. We believe we are headed in the right
  direction to begin meeting our historic timeline of working authorizations 3-5 days out
  from the date of service.
  
  If you have any questions, please feel free to call us at ###-###-####.
  
  Regards,
  
  Carly K***, Senior Director of Legal Services

  Customer response

  09/06/2022

  Better Business Bureau:

  
  Just to reiterate to Ms. K***, I was told at the time of scheduling to text MRI order to 239-572-4187 on 8/19 @ 3:15pm and have provided confirmation that states "received." 
  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

  08/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/17/21 my wife ***** got an MRI at the ***** location of ProScan. The charge was $2000.00. They have received a total of $2438.25 for their services, $1890.44 from *** insurance, and $547.81 from *****. We had received a billing from ProScan for $447.81, and they were paid. Then, *** paid them again. They tried to keep the overpayment, refusing to answer my letters and phone calls. Then, I turned them in to the BBB. The reply to BBB on April 21, 2022 said they had made an error, and that ******* refund was being processed. August 21, 2022 will be 120 days of processing. Is their accounting department that pathetic, or are they just trying to steal $438.25 from a customer that tried to do the right thing and pay a billing charge? If they were an honest business, this matter would have been cleared up a long time ago. ProScan owes ***** $438.25, and for the last time, we are asking for a refund, and the date the refund will be paid. “ ProScam “ is a more suitable name for that company!

  Business response

  08/26/2022

  August 24, 2022
  
  ***** *****
  Better Business Bureau
  One E. Fourth Street, Suite 600
  Cincinnati, Ohio 45202
  
  RE: ID: ********
  
  Dear *** *****:
  
  This letter is in response to your correspondence received on August 15, 2022 regarding the above-
  referenced BBB ID Number ********.
  
  ProScan is committed to providing all of its patients with the highest standards of service. As mentioned
  in our previous correspondence regarding this patient account, we conducted a thorough review of the
  patient’s account and attempted to issue a refund back in May of 2021. Upon receiving this subsequent
  letter, we immediately called the patient to address the situation and issued a full refund
  
  We apologize for any inconvenience that this patient may have experienced. If you have any questions,
  please feel free to call us at ###-###-####.
  
  Regards,
  
  PROSCAN IMAGING
  
  Carly K***, Senior Director of Legal Services
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an MRI from ProScan Imaging March14, 2022. They charged my credit card for $508 saying that it must be my deductible. I just had another procedure completed at Christ, which I was charged $500 for a deductible, which seemed odd since my deductible was $500. I pulled up the ProScan statement from Humana and saw they paid it all - just over $500. I called ProScan and the lady on the phone told me it was my responsibility to review my statement - in essence saying it is not their responsibility to detect the double payment. I have not received my refund yet, and would ask for your help there. More importantly, someone in that organization needs to be accountable for unjust charges to clients. Please look into it.

  Business response

  05/24/2022

  Please find attached our response to ** ********* If you have any questions, please do not hesitate to reach out.

  Customer response

  06/01/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 17214943, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******

   

  The company did refund my money after I spotted the issue, which I appreciate, but their response did not really address the real complaint.  My question is, what would have happened if I did not find the error?  I would think after two months, if there was a plan or system in place, it should have been found.  Do they just keep the funds or do they have a system to spot such an error?  If so, how long a process is that to resolve issues like this? I would like for them to address this concern/question.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/17/21, ***** **** had an MRI at ProScan in Mason, Ohio. ***** paid ProScan $100.00 the same day as a down payment on the $2000.00 billing, acct** ******** Afterwards, ***** received a billing statement from ProScan totaling $447.81. A credit card payment from ***** to ProScan for $447.81 was sent 11/24/21. The UMR discount applied, and UMR payment to ProScan as of 1/12/22 total is $1890.24. Total received by ProScan as of now, is $2438.25 for a $2000.00 billing. ProScan has not responded to my 1st reply by mail that included the above information, nor a 2nd certified letter dated 3/26/22 containing copies of the same documented information. Additionally, an e-mail complaint, describing ProScans fraudulent billing practices was sent to ProScan 4/9/22, which they have also ignored. Recently, I received an additional billing for $109.56 and a collection notice dated 4/7/22. If this matter goes to court, so be it. I have all the documents I need to back up my claim and sue ProScan for billing fraud and harassment. As I see it, ProScan owes ***** **** a reimbursement of $447.81, a full apology for their mishandling of this account, and a statement showing a $0.00 balance due on this account. Also, they need to desperately improve on their billing, and correspondence abilities. As they were already told, “ This is how ProScan treats a customer trying to pay them for their services.” I will never go back to ProScan for an MRI or any other service, and I will pass this information on to anyone considering using ProScan services, handing out copies of this complaint to anyone about to enter a ProScan for services. I will make sure that ProScan gets all the advertisements I can possibly make concerning their business practices and conduct, concerning their customers. I want this matter settled immediately!

  Business response

  04/22/2022

  Attached please find our response. If you have any questions or need additional information, please do not hesitate to reach out to me at the email copied on this exchange.

   

  Thanks,
  Carly K

*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. ↩