ComplaintsforTexas Radiology Associates, LLP

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the beginning of this year, roughly January or so, I was taken to Medical City Denton to receive emergency care for blunt trauma to the face. My nose was broken quite severely and I was bleeding. I received care and an X-Ray from Texas Radiology Associates. There was no option to receive XRays from another facility. It was a holiday, and all of the urgent care facilities were closed. I provided my *** to the hospital and signed a release so that information could be shared with all other organizations too doing care. I do not have private insurance. I have medical coverage through the **, because I am a veteran. I provided my information, including my social to the hospital registrar. I received a bill for services from ***, despite giving the hospital my information, so I attempted to set up my insurance through their payment portal. However, the *** payment portal does not support VA insurance. As a result, I called TRA immediately and told them my situation. I spent about 30 minutes on hold before speaking to someone. I was told, after providing them with my PII, that they would send my billing request to the VA for processing and that they would contact me pending any issues. I was not contacted by TRA once. A couple of months later I started receiving frequent harassing phone calls from a debt collector on behalf of ***. I told the debt collector I provided my insurance information to TRA and they were handling the issue. I then. Called TRA back to get an update and they had no record of me filing my information with them. I left my information again with TRA and they did nothing again. I called TRA today and the person on the phone admitted the information was entered correctly for my account, but there was no attempt from TRA to contact me to correct the information. Instead, *** sold my account to a debt collector. *** said today they would again try to resolve the issue, and asked me to call back in 2 weeks.

  Business response

  10/29/2024

  Hello - We are very sorry to have inconvenienced you to the point of needing to submit a complaint directly to the BBB, but we are sincerely glad you did.  While we wish it was always a seamless process to receive all information from the hospitals/facilities we read for, it's unfortunate that valuable information such as insurance isn't always transferred over, which is why we initially billed you directly.  We do see that you provided your information via a phone call to submit to the **, but it also required the auth number which wasn't readily available and also come time to submit to the **, it was already outside their 120 day timely filing window.  We adjusted off your account in full back on 10/14/2024 and your balance is fully $0 with nothing due from you.  Please see attached copy of your statement reflecting the $0 balance for your records.  Again, we're very sorry your account was not handled according to good practice and our own group's standards.  We cannot apologize enough, but please know nothing further is due.  Should you have any additional questions or concerns, please feel free to reach out to us at ****************************************************************************************************************.  Thanks so much for your patience and understanding.  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It May Concern,I am writing to express my concern regarding a surprise bill received for a ** scan performed at ************ of *********** on June 19th.Prior to scheduling the appointment, I called to inquire about the cost, as I dont have medical insurance. I was quoted a price of $140, which I paid in advance. However, I was shocked to receive an additional bill for $601, which was never disclosed to me.If I had been informed of this additional charge, I would have opted to schedule the ** scan a different place, which we had used previously in February for a significantly lower cost of $130.Despite my attempts to resolve this issue through your customer service department, the best offer I received was a cash discount to $122. I am still seeking a resolution to this matter and would appreciate your guidance on how to proceed.Thank you for your attention to this matter.Sincerely,

  Business response

  08/26/2024

  Hello - We apologize for delayed response, but it looks like you have been working with our billing team trying to resolve this manner.  While we are very sorry you feel you weren't properly informed about a separate bill, the facility is completely responsible for disclosing this information and there is typically signed consent provided at the facility that you can obtain from them directly.  For clarification, what you paid the facility at TOS is their fee only and it does not include the reading/interpretation of the radiologist - which is the professional fee.  So it is not duplicate billing, simply separate billing.  Our team has granted you the largest and maximum self pay discount which has already been communicated to you - a full 80% discount, thus your bill of $611.00 has been reduced to $122.20.  I am adding an additional 10% discount as additional courtesy.  Thus, your balance is now just $61.10 (statement attached)  Again, we're very sorry you feel this is a surprise bill of some sort, but we did every due diligence to apply a self pay discount above what we typically approve to make this more manageable.  You can even setup a payment plan for this amount if necessary.  Our radiologist worked as well to read/interpret your images so while we cannot completely adjust off your balance, we hope the significant reduction will suffice as we feel it is more than fair to resolve your account.  Thank you much.

  Customer response

  08/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Texas Radiology Associates has billed me for X-rays and CTs taken in the ** at ******************, **, following an auto accident 9/9/2023. I have repeatedly tried to update the insurance information on my account to reflect the guarantor as ***** Farm, the at fault drivers agency. TRA will not bill ***** Farm, return any calls, chats, emails or communication of any kind. I have tried several phone numbers and reached an impasse. I do not want my account turned over to collections, approx $6800, on account of bad business practices. Thank you for your assistance.

  Business response

  04/08/2024

  Hello - Thank you so much for bringing this to our attention for escalated review.  We cannot apologize enough for the lack of response on our end to fully review your account and inform you that we have filed to ***** Farm per your request.  I have confirmed with our auto insurance rep that a successful claim to ***** Farm with claim number 4355W255J had been submitted on 3/26/2024 and is currently pending with your insurance as part of final settlement.  All billing has stopped to you as the patient back on November of 2023.  We hope ***** Farm processes and resolves your account soon.  Again, we are currently NOT billing you and your claim is currently in process.  Should you have any additional questions or concerns, please email us at ****************************************************************.  Thanks much for your patience.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have received multiple threatening text messages to pay TRA $1018.00 immediately. I logged onto their portal and it shows they never billed my insurance. The correct insurance info is on file. I called my insurance, they have not billed them. The $1018 is for 2 duplicate charges of $509 for a mammogram that is always covered by my insurance anyway. They did 1 extra X-ray for 1 breast, so why would that result in 2 duplicate charges? I have tried to call them back multiple times (waiting 1 hour and 40 mins, 53 mins, etc.). I requested a call back. They never call back. I have written 2 "contact us" complaints on their portal that says they'll get back to me in 24 hours. They never have (case #'s: *****, *****, *****). I tried using the Live Chat and no one responded all day. I need them to:1. Contact me about bill details (why duplicate charges).2. Bill my insurance (that is correct on the portal) for only legitimate charges.3. Notify me when this is done/updated in the portal and if/why there would be any leftover charges after insurance.3. Stop texting/threatening me to pay.

  Business response

  03/27/2024

  Hello - Thank you so much for bringing your billing issue to our immediate attention.  After carefully reviewing your account as to why we never billed your insurance from the very beginning, we discovered that the hospital where you had your services did not send us any insurance to file at the time.  With that said, we should have billed you as the patient immediately to obtain insurance information.  In both cases, ***** were dropped and we cannot apologize enough for the inconvenience.  I did see that we finally filed your insurance per your submitted request just on 3/13/2024, which is over a year after DOS.  And honestly, your insurance specifically requires we send a claim within 90 days of DOS.  Therefore, with all this said, we have adjusted your charges completely to $0.00 balance as your insurance will no longer remit payment/adjudication for this claim since it is past timely filing.  You as the patient are NOT responsible for the charges as well.  Your account is now completely $0.00 with nothing due from you or your insurance.  A copy of your zero balance statement is attached.  We are so very sorry it took this long to fully resolve your account and have already addressed the root issues that caused this erroneous billing on our end.  Should you have any additional questions or concerns, please feel free to reach out to us directly at ****************************************************************.  Thanks much for your patience.

  Customer response

  03/27/2024

  I have reviewed the business response and accept this resolution. Thank you so much, Texas Radiology Associates AND Better Business Bureau!

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving numerous text messages from Texas Radiology Associates, regarding a bill I supposedly owe from December 2022. The text messages started this year in February 2024. I can't believe they would not have contacted me earlier if this money was owed. I have never been or have received any services from them. When I tried to contact them, I was sent to a series of automated responses and never got to speak to anyone. i am now threatened to have this record on my credit report. I want these harrassing texts to stop, removal of any negative information on my credit report and proof I owe this money by them, providing my DOB and SS#. The

  Business response

  04/08/2024

  Hello - Thank you so much for submitting a BBB complaint, but at the same time, we're very sorry we had to take your precious time for you to do so.  After reviewing your account, we confirmed verbally from you as the patient that you had active insurance for the dates of service in question and though we weren't given the **************** information from the hospital, we should have billed you as the patient directly in a timely manner to obtain your proper insurance information.  Clearly, we erroneously billed you past timely filing limits and for this we're truly sorry.  We have started an internal review to determine why this was neglected, but in any case, your account has been completely adjusted to -0- with nothing due from you as the patient or your insurance.  A copy of your statement reflecting a zero balance has been attached to this response.  We sincerely apologize again for the extreme inconvenience on your end but thank you very much for your patience and understanding.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Texas Radiology Associates is NOT VA or Veteran friendly. They show claims pending (not denied) while also hounding me to set up a payment plan. You CANNOT reach anyone to talk to. Ive been trying to reach them by both phone and their online chat, but no body answers either. From ratings Ive been reading this is a common practice toward all their patients. Medical ************* is wonderful in the treatment and care of our Veterans, but they use Texas Radiology Associates for their radiology needs. (The hospital will be my next complaint.) we do t get to choose what providers they select for their contracted services. I will call them an speak to a manager to share my complaint. Ive also heard of contract companies like MedStar (they have me in collections) they waited to submit a claim for payment until the deadline passes, then they go after the Veteran for full payment without insurance, maybe they will try the same thing?This is a pathetic practice! If I could talk to someone I could find out why its still pending and when the claim was originally submitted. The VA paid 2 smaller claims at a discounted amount, but if they accept payment from VA, then they cannot go after the Veteran for payment of the balance. Im sure they will turn me over to a collection agency for the full $2,800. This is a terrible way to treat a partially disabled Veteran.

  Business response

  02/14/2024

  Hello - We cannot apologize for seriously inconveniencing you as the patient and billing you as a valued veteran.  After reviewing your account, it is very unfortunate that the hospital did not provide any authorization number via follow up.  If the visit was ER, they wouldn't be able to provide this right away since hospital would contact Triwest VA to obtain directly.  It looks like they did, but never provided to us after the fact.  As such, when we billed VA, our claim rejected, and unfortunately system automatically billed out to you as the patient.  We apologize the proper campaign wasn't used on your account to internally follow up instead of billing you.  We have stopped all billing to you and have contacted VA directly to obtain the needed information to properly file your claim.  There is no longer any balance billing to you and once we file claim to VA with authorization number, they should ultimately pay in full.  We're very sorry you had trouble reaching out to us and we're very sorry you had to use your precious time to draft a BBB complaint, but we're happy you did so we could address immediately.  Should you have any additional questions, please feel free to reach out to us directly via ****************************************************************.  Otherwise, we are no longer billing you and you should eventually have a $0 balance.  Thank you much

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've received numerous text messages stating that I have an outstanding balance due. However, I've never received services or treatment from this institution. I believe that I am a victim of a scam,and I want the messages to stop, and I also am concerned that the latest messages threatened to report me to the credit bureaus if I did not pay my bill.Thank you for investigating this matter.

  Business response

  12/22/2023

  Hello - Thank you for bringing this to our attention.  After further review, it looks your phone number was on file incorrectly for another patient when registered at the hospital.  *** hospital had sent us initially a phone number off by one digit.  ***y had since corrected, but unfortunately, we didn't receive the update.  We sincerely apologize for the inconvenience.  Your phone number has been completely removed from the account and you should no longer be receiving any further contact or outreach from Texas Radiology Associates.  Should you have any additional questions or concerns, please feel free to respond to this BBB response or email us directly ***********************************.  Thank you

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A request through ********* was submitted on 7/20/2023 with a due date they placed for themselves 8/17/2023 and nothing has been processed. A note requesting status was later submitted on 9/15/2023 & no response. This along with several attorney requests sit there for several months causing delay in settling cases. This company has used the same excuse of being understaffed since I have been employed in this field back in 2018.If your company cannot handle high volume work then this is not the field you should be in.

  Business response

  12/08/2023

  Hello - Thank you sincerely for bringing to light very valid concerns.  We are working and completing as best as we can with our staff on hand, but follow *** via email are perfectly fine to expedite requests.  Our team is now up to date with all requests submitted by ****** ***** ******* Associates via *************.  Please see attached screenshot reflecting 11/21/23 as the earliest date in there.  We fully acknowledge your frustrations, appreciate your patience and will continue to work smart and hard to complete your requests.  Thank you.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Received a bill via text message from Texas Radiology Associates demanding $1590 for services over 2 1/2 years ago!. These charges were billed Mar - April 2021 to my insurance company (UHC), who paid their contractually negotiated rate, and I paid my obligation for the bill.For the largest bill of the three submitted (4/15 $1413.60 Claim 0CQ3121617001), TRA claims that there was no insurance adjustment or payment (UHC documents show otherwise), and I'm liable for $1413.60 of this bill. Spoke with United Health reps at length, who provided the payments/adjustments made for this claim - my portion of the bill was $25.74 (which I paid on time). There are other bills that TRA claims are due (again, two and a half years later), but this one is the principal concern. Documents attached.If TRA has an issue with negotiated rates, then they should take that up with the insurance provider - instead of trying to strong-arm the patient after a ridiculous period of time has passed. UHC representatives tried to contact TRA using several numbers, and were unable to reach anyone at the company to discuss the claim. I have also attempted to contact them multiple times without success. This is reflected in almost every online review/complaint I've read about this company since I received the initial text, along with TRA patients being referred to collections agencies.Received another text this morning (they look like a phone scam). The conduct of this company and their treatment of patients is reprehensible. Between the outrageous delays in notification, pseudo-billing text method, contact numbers that are essentially an infinite hold, and outright false claims about insurance company dealings [insurance adjustment = $0.00], I'm struggling to figure out how they stay in business. I've notified the referring surgeon of their practices.UHC welcomes the opportunity to speak with them about this claim as well, since they can't be reached by any of their published contact numbers.

  Business response

  10/23/2023

  Hello - Thank you so much for bringing your billing issue to the fore, though we sincerely apologize for you having to do to begin with.  After reviewing your account, we did confirm there were open balances for 2021 DOS.  However, the text messages you received as billing notifications were specifically only for the 6/20/2023 DOS.  It seems the 2021 DOS adjustments were inadvertently reversed as part of provider level adjustments by the payer, resulting in clerical adjustment errors on our end.  You most definitely do not owe anything further on the older 2021 DOS and again, we're very sorry it incorrectly displayed as owed on your account.  Please see attached copy of your statements showing the 2021 balances are now fully $****.  The only balance owing and reason why you received a text message notification in the first place was for 6/20/23 DOS balance of $19.21.  As courtesy for the trouble, we are adjusting this off to $0 as well.  The attached statement will reflect the balance of $19.21 for informational purposes, but if you check online through ******************************, you'll see **** balances for all DOS charges.  We cannot apologize enough for all the unnecessary time spent and inconvenience caused by this error on our end.  Again, we're truly sorry.  Your balances are fully $****.

  Should you have any additional questions or concerns, kindly email us directly at ****************************************************************.  Thanks much

  Customer response

  10/23/2023

  I have reviewed the business response and accept this resolution. 

  Thank you very much for your assistance in this matter.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received notice to pay bill from radiology that the FEDERAL GOVERNMENT ALREADY PAID *********U-L-L --- over 6 MONTHS EARLIER. In addition - my care was from a METHODIST facility & this "bill" identifies the care from a PRESBYTERIAN FACILITY! This is a F.R.A.U.D. & this 'company' SCAM FACTORY should be SHUT DOWN & ALL PARTIES SUED & J.A.I.L.E.D!! How many people have PAID THIS SCAM FACTORY??? These trash should be located & DESTROYED.

  Business response

  10/12/2023

  Hello - Thank you for voicing your concerns.  However, upon review, we cannot locate an account for you in our system?  I'm not sure what notice, whether electronic or paper, you received stating the federal government made a payment, but I don't believe that notification would be from us.  Texas Radiology bills for the reading and interpretation only of radiology services performed at various facilities.  A full list of the locations our radiologists read for are all listed on TexasRadiology.com (****************************************************************************).

  However, we are not the only entity who does this as there are many other radiology groups in the state of Texas that do the same for other hospital facilities.  Since we cannot locate an account for you using your name and/or phone number, we don't think your complaint is accurately directed towards Texas Radiology.

  We hope you're able to locate the correct entity to fully resolve your concerns.  If you still think the complaint is rightfully for Texas Radiology, kindly email us directly at **************************************************************** with more information.

  Thank you

*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. ↩