East Valley Diagnostic Imaging, Inc.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
On 1/19/16, I received an updated bill which reflects the requested changes I made in my letter to EVDI.  

Regards,

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Response for Complaint # [redacted] Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the...

patient’s bone density exam had been denied by her insurance carrier and the balance of $105.22 was applied to the patient’s deductible.  On 7/16/14 the patient called in and requested to have the diagnosis code changed on her bone density exam and the exam rebilled, which we agreed to do. At that time a request was sent to the Board of Medical Economics (BOME) to have the collections on the account cancelled, as it had already gone to collections.  The charge was appealed to the patient’s insurance company on 7/23/14, adjusted and written off due to timely filing on 10/27/14. This resolved the charges, which meant that the patient no longer owed anything further at that point.   Our investigation also uncovered that BOME had not cancelled the account collections as we originally requested so a second request was sent on 12/30/15 to include removing it from the patient’s credit report, if needed. Again, thank you for bringing this to our attention.Sincerely, Kyle N[redacted]Marketing Manager

Response for Complaint # [redacted] Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the patient’s bone density exam had been denied by her insurance carrier and the balance of $105.22 was applied to the patient’s deductible.  On 7/16/14 the patient called in and requested to have the diagnosis code changed on her bone density exam and the exam rebilled, which we agreed to do. At that time a request was sent to the Board of Medical Economics (BOME) to have the collections on the account cancelled, as it had already gone to collections.  The charge was appealed to the patient’s insurance company on 7/23/14, adjusted and written off due to timely filing on 10/27/14. This resolved the charges, which meant that the patient no longer owed anything further at that point.   Our investigation also uncovered that BOME had not cancelled the account collections as we originally requested so a second request was sent on 12/30/15 to include removing it from the patient’s credit report, if needed. Again, thank you for bringing this to our attention.Sincerely, Kyle N[redacted]Marketing Manager

Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the patient was charged and billed appropriately as all of...

the studies/CPTs billed were in fact performed; however, we have reversed the charges in question and informed the insurance company as required. Again, we thank you for bringing this to our attention. Sincerely, Kyle N[redacted]Marketing Manager

Review: I had a mammogram in February 2014 at the facility. My doctor send me the orders to have a mammogram screening, which is covered by my insurance. However, the person at EDVI did not read the order and labeled my procedure as diagnostic test, not screening. EDVI continues to send me bills saying that I need to pay for the diagnostic test, which is not covered by my insurance, even though it was their mistake. I have contacted my doctor who sent me a copy of the original order, which is coded as screening. During the summer I talked to three different people at EVDI. I even talked to the bill collector, who was sent my information by EVDI. I thought this was all settle and that they realized their mistake. However, today, the end of September 2014, I received another bill.Desired Settlement: EDVI needs to realize their mistake and change the paperwork according to the original doctor orders. It was screening and not diagnostic!

Business

Response:

Response for Complaint # [redacted] Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the patient’s bone density exam had been denied by her insurance carrier and the balance of $105.22 was applied to the patient’s deductible. On 7/16/14 the patient called in and requested to have the diagnosis code changed on her bone density exam and the exam rebilled, which we agreed to do. At that time a request was sent to the Board of Medical Economics (BOME) to have the collections on the account cancelled, as it had already gone to collections. The charge was appealed to the patient’s insurance company on 7/23/14, adjusted and written off due to timely filing on 10/27/14. This resolved the charges, which meant that the patient no longer owed anything further at that point. Our investigation also uncovered that BOME had not cancelled the account collections as we originally requested so a second request was sent on 12/30/15 to include removing it from the patient’s credit report, if needed. Again, thank you for bringing this to our attention.Sincerely, Kyle N[redacted]Marketing Manager

Business

Response:

Response for Complaint # [redacted] Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the patient’s bone density exam had been denied by her insurance carrier and the balance of $105.22 was applied to the patient’s deductible. On 7/16/14 the patient called in and requested to have the diagnosis code changed on her bone density exam and the exam rebilled, which we agreed to do. At that time a request was sent to the Board of Medical Economics (BOME) to have the collections on the account cancelled, as it had already gone to collections. The charge was appealed to the patient’s insurance company on 7/23/14, adjusted and written off due to timely filing on 10/27/14. This resolved the charges, which meant that the patient no longer owed anything further at that point. Our investigation also uncovered that BOME had not cancelled the account collections as we originally requested so a second request was sent on 12/30/15 to include removing it from the patient’s credit report, if needed. Again, thank you for bringing this to our attention.Sincerely, Kyle N[redacted]Marketing Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I called EVDI/SDI asking for an explanation of coding/billing changes several times in October of 2015.

In November of 2015, I mailed a letter to EVDI/SDI disputing the charges for the [redacted] ultrasound with doppler. I wanted to know why the same exact procedure in years past was billed under the code of [redacted] and the most recent procedure was billed under two codes, [redacted] and [redacted] The additional code generated a bill in the amount of $809.00. My insurance provider states there is a co-pay of $397.54. As a long time customer of EVDI, I did not receive a notice or information that coding/billing practices were being changed for this procedure. In my letter I asked that the procedure be coded as it had been previously.

On 12/4/15, I received a call from Kim S[redacted]rom EVDI explaining why the Doppler was used. I thanked her for the call, but stated that I was not disputing the use of the Doppler. I asked her if she had read my letter and she said no. She explained that she was asked to call me and explain why the Doppler was used. Once again I asked why two codes were being used vs one code. I also requested a response in writing. She said she would pass the information along.

On 12/14/15, I received a letter from EVDI/SDI stating that if I did not pay my bill, it would be sent to a collection agency. I called [redacted]nd spoke with patient advocate Monica C[redacted] I once again explained my question. Monica stated she would check into the matter and get back to me within a couple of days.

As of 1/1/16, I have not heard back from Ms. C[redacted] I called Monica C[redacted] on 12/21/15 and 12/28/15 and left a message each time requesting an update.

I feel this matter is being ignored so it can be sent to collections. Billing practices should be consistent. Customers should be advised of changes in billing procedures. I am very unhappy with how my questions and concerns have been addressed (or failed to be addressed).Desired Settlement: I am requesting that the [redacted] Ultrasound with Doppler procedure completed in September of 2015, be coded as it has been coded in previous years (e.g., 76830) as I was not informed of changes in coding/billing practices prior to my procedure. As a result my bill for this procedure should be adjusted.

thank you for your time and attention regarding this matter.

Business

Response:

Thank you for bringing this to our attention. We do take every complaint seriously and strive to provide excellent customer service for all of our patients. As such, we did investigate the details of this complaint and it was determined that the patient was charged and billed appropriately as all of the studies/CPTs billed were in fact performed; however, we have reversed the charges in question and informed the insurance company as required. Again, we thank you for bringing this to our attention. Sincerely, Kyle N[redacted]Marketing Manager

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.On 1/19/16, I received an updated bill which reflects the requested changes I made in my letter to EVDI.

Regards,