ComplaintsforRayus Radiology

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wanted to express my outmost concern over Rayus Radiology's recently implemented policy of not allowing to schedule/perform breast ultrasound when it is ordered along with the screening mammogram. My GYN always orders both due to a medical concern which might obscure any malignancies on routine mammography. My GYN deems it necessary. While I do understand their reasoning that has more to do with the insurance reimbursements and financial side of their business rather concern over individual patients, it is absolutely irresponsible and negligent for them to disregard doctor's orders and therefore, possibly endanger patient's health and wellbeing. This is my health and I absolutely don't want to leave the decision of whether breast US will be needed or not to their radiologist who has never seen or examined me. This is an absolutely unacceptable practice that goes against quality of patient care. I hope you they reconsider their decision to avoid situations where their female patients may seek other options to obtain the services they need.

  Business response

  08/28/2024

  At RAYUS Radiology we value patient satisfaction and the opportunity to address patient concerns. We have reached out to this patient directly and resolved this matter.

  Customer response

  08/28/2024

   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.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2022 I was a patient at rayus radiolgy in ***********. I was to receive an open mri. prior to attending this appointment I called three times and spoke to my insurance company asking if this was covered. they said it indeed was covered and there should only be a copay. nothing about my deductible needing to be met as this was a diagnostic mri for a herniated disc, which then lead to several other issues which are re-occuring today. when I arrived the office staff was less than cheerful I was given a room to change in and told to change to a gown. then to wait in the lobby: wait in the lobby with a gown on in front of other patients (no privacy?). Now I receive a summons, no prior statements or options to make payments on this bill. I emailed, called, left voicemails several times with staff for their billing department to call me. instead now they sue me for a 900 dollar payment. I am beyond upset. this is not how customers should be treated when they make every attempt to clarify questions about their bills. now I see this is listed on public notice where people can see that this is now a summons. this is a violation of hippa law.

  Business response

  08/26/2024

  At RAYUS Radiology we value patient satisfaction and the opportunity to address patient concerns. Due to HIPAA privacy requirements, we have reached out to this person directly to discuss this matter.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON MAY 29, 2024,I RECEIVED AN INVOICE DATED 10/24/2022, I SENT BACK THE STATEMENT, WRITING THAT I PAY MY SERVICE FROM RAYUS WHEN I ARRIVE, AND THIS HAS TO BE AN ERROR THAT RAYUS HAS TO ABSORB SINCE IT IS NOW JULY 15, 2024, MORE THAN TWO YEARS AFTER THE CLAIM. AND I DO NOT KEEP RECORDS THAT LONG.TODAY, I JUST RECEIVED THE SAME BILLING STATEMENT FOR THE SO CALLED UN PAID SERVICE, PLEASE ADVISE AND CORRECT ****** ERRONEOUS STATEMENTS.THANK YOU,*********************************, ACCOUNT ,*******************

  Business response

  07/17/2024

  At RAYUS we value patient satisfaction and appreciate the opportunity to respond. We have reached out to this person directly and reached a resolution.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When Rayus was Center for Diagnostic Imaging they were a company that provided value in the communities they served. Now as Rayus, that has completely changed. Now when you call to setup an appointment for ultrasound, mri etc you call a Call Center. The Call Center is inefficient, unprofessional, poorly run, poorly managed and cares very little for the customer. In my case, the Call ********************** collected prescription via a portal then promised to call doctor's ****** for additional information. That never happened. Nearly a week later, I called back only to learn that they forgot all about their promise and was routed to a supervisor who followed up and set up an appointment on the same day. Had to fast for 6 hours, and told to arrive at least 30min earlier than appointment. Following my Rayus arrival on Wednesday, July 10, 2024, and having to prepay for service, I had to wait another 90 minutes (Why make appointments?) until I complained and was told that Rayus had to call the physician. Of course by that time the physician had gone home. So Rayus a totally unprepared and disrespectful company then suggested I go home and come back another day after fasting again for approximately 8 hours. I said no, and they refunded my payment without any regard for the huge waste of time Rayus stands for. I, for one, will never return. Quality of care is poor. For change to happen I would suggest neither do you use Rayus for anything. Hopefully parent company American Medical Imaging will take a serious look at Rayus management and make some much needed changes.

  Business response

  07/24/2024

  At RAYUS, we value patient satisfaction and appreciate the opportunity to respond.  We have reached out to this person directly. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 10, 2024 I had a scan done at Rayus Radiology. My portion of the bill was charged (and PAID via credit card) the same date the scan was completed. Since, I have received MULTIPLE mailed invoices asking for payment on a bill I already paid. I haven't been able to reach anyone regarding this issue by phone due to "High Call Volumes" or by using their email address ********************************************* I have sent the bills back to sender with BOLD lettering telling them to check their records as this invoice was paid in full. I do not get a return call, email etc. I do have record on this payment on my credit card statement. I don't know what else to do as I don't want/need this to be reflected in any "collections" agency inbox as they have already collected my $259.15 for services rendered. I can't imagine I'm the only one that has experienced this issue. I'm saddened at the fact that I know some people get a bill and simply pay it assuming the practice is right. I keep meticulous track of my spending and the fact that I can't reach anyone about this is absolutely absurd.

  Business response

  07/23/2024

  At RAYUS we value patient satisfaction and appreciate the opportunity to respond. We have reached out to this person directly and reached a resolution.
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 20th a referral for an MRI was sent to this company. The same day a woman identifying herself as a nurse called me for information on an implant that I have. I asked why if she was a nurse she could not access this information in my medical records as this is a medical implant. She told me that she could not do that which makes me think she probably lied about her credentials but I gave her the information. On May 22nd I was called by another woman who stated that she needed the information again. I asked why and she stated the other information 'had been lost,' I asked what she meant by that and who had access to my medical information and instead of answering hung up the phone. I was then called on May 24th and told that they could schedule my MRI at which point I declined. I reached out to the business several times to ask what information was lost and who had access to it but no one responded. I made one last attempt to get a response but they called too late, I had already decided that I was going for file a complaint. All of the was very disappointing as I have multiple tests there and never had an issue before.

  Business response

  07/09/2024

  Thank you for bringing this concern to the attention of ****************** Rayus. Rayus leadership was able to connect with you today 7/9/24 to better understand your concern and explain our workflow for clarity.  We appreciate the time you took speaking with us. We sincerely apologize for the experience you had and appreciate your willingness to share your feedback. Thank you.
  

  Customer response

  07/10/2024

   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.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late May of this year, my EENT specialist referred me to them for a small needle biopsy. Just before the close of business the day before an early morning appt. their employee contacted me, demanding medical info. I told her I did not have that and the specialist office had told me it was faxed days before. The person was very obnoxious mean and unprofessional to me, forcing me to call the specialist to get this so they could do the procedure. We agreed that since I had to drive so far for this appt. she would notify me if they were unable to proceed. I called the specialists office and had all of it resent. When I arrived from over an hours drive the next morning this same employee told me they would not do the biopsy, and would not give me any reason except to throw me out. Neither the employee or her supervising physician would tell me why they would not do the procedure. This further delayed the diagnosis of possible cancer. The result was no explanation, police involvement initiated by them with no justification at all: Police camera report available. *******************

  Business response

  07/05/2024

  We have reached out to this person directly regarding this. In addition, our records indicate we have no outstanding bill for this person.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had MRI of spine on 6/15 at 10 amhere it is 6/26 at 4 pm and still no results! It is an MRIthese are done for diagnostic purposesit was not a routine screening procedure! I have them wanting payment and no issue with thatthey will get paid when I get results!

  Business response

  07/01/2024

  Thank you, for bringing this concern to the attention of Froedtert Hosptial RAYUS Radiology. RAYUS leadership was able to connect with you on 6/27/24 to explain the delay and ensure your imaging would be reported on 6/27/24. We appreciate the time you took speaking with us. We sincerely apologize for the experience you had and appreciate your willingness to share your feedback. Thank you.
  
  

  Customer response

  07/02/2024

   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.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is due to Rayus appearing to try and bill me directly for an MRI that had been paid by my insurance company Cigna. I had paid out of pocket for two different invoices for $1,075 and another $154.00 and Cigna covered the remaining portion of the **** Starting on 1/12/2024, I unexpectedly received a Rayus bill for $475.00 showing a "Statement Date" of 1/18/2024. This began the series of phone calls to rectify the bill. I received another invoice with Statement Date on 2/27/2024, then again on 4/8/2024 and today 5/20/2024. In each case, four lengthy phone calls with *****, myself and Rayus/Medsolutions, their billing company in ** took place. The call time in total was about 7 hours! The reason for these calls was because Rayus/Medsolutions continued mailing me threatening 'overdue payment/collections' bills saying I still owed $475.00. Initially, Rayus/Medsolutions said they gave me the wrong procedure code but would not give me the correct one, but to just pay the bill. They tried saying I signed a waiver to pay on my own - why would I do this as I had Cigna health insurance? ***** had no record of this waiver. Rayus/Medsolutions never admitted having a letter sent to them from Cigna on 5/23/2023 indicating the $475.00 payment was paid by them and not my patient responsibility. On the 4/18 phone call, ***** emailed Rayus/Medsolutions an EOB showing the $475.00 payment was made to satisfy this bill and "What I owe" was $0.00 as I had no further patient responsibility. This brought me to calling Cigna again today, 5/28/2024 to have their patient rep reach out to talk with Rayus/Medsolutions - no one answered the phone at Rayus/Medsolutions after the Cigna rep and I waited for nearly 20 more minutes. The Cigna rep assured me she would have their internal "CORT team" call tomorrow to bring an end to this issue and the overdue payment letters. My thought is Rayus/Medsolutions is trying to double-dip and get payment from Cigna and me.

  Business response

  06/07/2024

  Good day,

  Thank you for bringing this to our attention. We appreciate the opportunity to respond to and address this concern. Our goal is to work to do the right thing for both our patients and as a broader concern, any regulatory/compliance requirements. At this time, we are working to resolve this situation with the patients insurer and will be in touch with the patient once we have a final decision from his insurer.

  Thank you.

  Customer response

  06/08/2024

   I am rejecting this response because:  Rayus has made promises to provide information to me and my insurance company, Cigna.  Their 'word' means nothing.  They NEVER put anything in writing - other than continuing to mail me threatening invoices to pay the $475.00 for the *** from March 2023.  Cigna, on the other hand, has provided Rayus with an EOB showing they covered the $475.00 and my patient responsibility is $0.00.  ***** has asked Rayus to provide an updated request for more information from April 2023, Rayus did not send anything.  Rayus has admitted to me and Cigna that the medical code showing $475.00 is incorrect; I've asked - and ***** has asked - for them to provide the correct medical code, but Rayus won't answer this either.  I've been on three different conference calls with myself, Cigna and Rayus (amounting to nearly 8 hours of my time), so I'm hearing what Cigna is requesting from them, but Rayus provides NOTHING in writing.  I don't trust them and need something sent to me and ***** IN WRITING to show my account is zeroed-out and their invoices will no longer be mailed to me as the issue is resolved, so "no" again, their hollow platitudes mean nothing and I will not back down until they verify my account is $0.00.
  
  
  

  Business response

  06/12/2024

  Hello, 

  RAYUS has been in direct communication with the patient and has provided in writing validation that the issue has been resolved.  

  Thank you.
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have sent the payment 5 times, the checks clear my bank then the company refuses the payments, sends the checks back and proceeds to dun me for non-payment.

  Business response

  03/26/2024

  We have reviewed the complaint filed by our patient in regard to her check payments being returned as undeliverable. The patient did make us aware of this issue previously and we have investigated her concerns. Unfortunately,after speaking to our bank, where the patient states the checks were mailed,they have no record of having received these checks. In order to further investigate the patients concerns, we have requested that she send us a copy of the correspondence from her bank so we can further investigate any potential issues with the check payments being received by our bank. We have not yet received this correspondence. We have been receiving check payments at this same address daily and are not aware of any other ongoing issues with receiving mailed payments. Because of the issues this patient is experiencing, we have offered her other options to pay to resolve the outstanding balance. She has the option to pay online, over the phone or at any of our imaging centers. Note that we have followed up most recently with the patient by email on 3/20/24,but have not heard back from her.  We will also investigate her concerns about her check payments being rejected and returned to her bank if she can supply the rejection correspondence she received from her bank. We apologize for any inconvenience this situation has caused. 

  Customer response

  03/26/2024

   I am rejecting this response because:

  Their bank knew the payments were made by me as they sent me physical checks refunding/refusing my payments by mail, addressed to me. Their suggestions, after the first payment was refused and returned to my bank, on separate occasions included double checking the address (done - payment sent again and then refused), changing the name of the payee from Rayus to Epic (done - payment sent and then refused), including my account number on the bill pay check (done - payment sent and then refused).

  I do not allow auto deduction from my checking account to any company. I do not give my credit card information out over the phone. I have done all of their suggestions. For five months. There is something wrong with their payment processing. The last time a payment to Rayus cleared my bank was 2/26/24 yet they are still ******* me for money. 

  Wink ******

  
  
  

  
  

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