North Star Diagnostic Imaging Reviews (%countItem)
North Star Diagnostic Imaging Rating
Address: 997 Raintree Circle Suite 110, Allen, Texas, United States, 75013-4952
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In May 2020, North Star MRI confirmed we overpaid $594.00 for services. Three months later and multiple phone calls, they have yet to issue payment.
On May 4, 2020, I called and spoke to Mattie at North Star MRI who confirmed we overpaid $594.00 for medical services performed on 4/6/2020 and they will issue the refund payment of $594.00 within 7-10 days. It is now over three months later, nearly 15 phone calls to them for status of our refund, being told multiple times they are requesting an expedited refund, and given multiple dates when the payment will be issued, we have yet to receive any refund.
See below call logs -
5/19/2020, I called and spoke to Mattie who advised payments were not issued and a supervisor will request refund to be expedited
5/26/2020, I called and spoke to Angie who advised $120 is processed and will be mailed on 5/31/20 and $474 will be mailed by June 15th
6/19/2020, I called and spoke to Myesha who advised payments were not issued and a check for $474 will go out the next week and $120 will go out in 2 weeks
7/28/2020, I called and spoke to Katy who advised payments were not issued and will be expedited. 2 checks will be mailed in 24-48 hours. confirmed my address for mailing
7/31/2020, I called and spoke to a supervisor who issued another alert to request expedited refund, confirmed 2 alerts have been issued to expedite my refund and requested status from a manager
8/3/2020, I called and spoke to Cynthia who advised refund department is reviewing and transferred me to a supervisor
8/3/2020, Erin/supervisor, opened another alert for expedited refund
8/12/2020, I called and spoke to Chen who advised will email to refund department to request expedited refund
8/17/2020, I called and spoke to Michelle who advised a supervisor will look into status and call me back
8/17/2020, Betty/supervisor will look into status and call me back by 8/19/2020
8/19/2020, no response from Betty, I called and left message on her voice mail for status
North Star MRI acknowledges they owe the $594 refund, but refuses to issue the payments, even after giving specific dates of when the refund would be issued and mailed.
Your help in this matter is very appreciated.
Thank you!
Refund in the amount of $594.00 to be issued immediately. North Star MRI acknowledges and agrees this is the amount we overpaid and has promised to issue the payment since 5/4/2020. Despite multiple phone calls, and alleged request to expedite the refund, the payment has yet to be issued as of 8/19/2020.
Patient has been refunded the amount via CareCredit. We will be contacting the billing company to discuss the disconnect between patient communication and refund processing.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to the Revdex.com, we have finally received our full refund. Thank you so much for your help in resolving this matter.
I was referred to North Star by my surgeon and went to them for an MRI on my right shoulder on October 15, 2019'
I paid the required amount at the time of the visit of $48.52.
My secondery insurance and Medicare paid for my MRI.
North Star owes me a refund as they were over paid.
I have been in contact with their office many, many times since 2/24/2020 requesting the over payment refund. The lady I spoke with was very nice and has followed up with me but the company has refused to return the over payment.
I would like to know how Revdex.com can help get my refund or where I need to go to make this company return the over payment.
Thank you.
Refund Want the over payment reimbursed ASAP. This is a very poor business practice in not issuing a reimbursement when too much has been paid.
Consumer called stating their case has been resolved.
Overpayment of services on 1/16/2020 of $36.83. Three attempts to resolve over the phone. No refund has been issued.
Date of service was 1/16/2020 for imaging. I was charged $77.54 and paid with my Visa card on the date of service. My insurance company Cigna approved $40.71 for the service. I had not met my deductible so my portion, according to Cigna, was the full amount of $40.71. After reviewing the Cigna EOB I called North Star billing at 866-874-1502 on 3/4/2020 to request a refund of $36.83. They agreed and said it would take 4-6 weeks to get my refund. On 5/21/2020 I called North Star again. They didn't know why my refund had not been issued and stated I would receive a refund in 3-5 days. I called again on 5/27 and North Star billing still didn't know why I had not received my refund and said they would escalate the issue. I have still not received a refund.
North Star should refund my money timely. It has been 6 months since the service date. Refund the $36.83 overpayment.
The patient is not due a refund at this time. The billing company only billed out one exam from the date of service in January. We are working diligently with the billing company to get this resolved and if patient is due a refund after the other claim processes, we will issue the refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
North Star stated that they would reverse the initial claim and submit a new claim on 6/12/20 after the Revdex.com complaint was filed. On 6/19/2020 I called North Star at 972-649-6460 to get an updated status. North Star proceeded to make excuses about internal billing problems and processes that they say will take weeks to resolve. On all of my original three calls to North Star billing and prior to the Revdex.com complaint, I was never told that they had filed the claim incorrectly. They simply could not tell me why I could not be credited a refund timely for the amount I overpaid based on the initial insurance claim for services on 1/16/2020 which was $36.83 and they agreed that this amount should be refunded. Now with the 180-day maximum time limit to file a new claim and North Star's inability to correct their internal problems timely, I expect I will never get a refund. If North Star does reverse the initial claim and file a new claim, I will owe nothing because at this time I have met my out of pocket maximum. Since this is a North Star billing issue, I think I should be refunded the full amount I paid of $77.54. If and when they file the claim correctly and timely then they can bill me for any outstanding amount they believe I owe. At a minimum, if the status of the claim remains as is, they should refund me $36.83.
Claim was reviewed and processed correctly. Patient has now been refunded in full. Receipt was emailed to patient.
(The consumer indicated he/she ACCEPTED the response from the business.)
After multiple attempts on my own to try to resolve the overpayment issue for services, I finally contacted the Revdex.com as a last resort. It has been almost 6 months since the date of service for which I overpaid. I have received a full refund for the services rendered as a direct result of contacting the Revdex.com so I thank the Revdex.com for their assistance in helping me to settle this matter. I am certain it would not have been resolved any other way.
They collected money from me and hasn't refunded although our insurance company also paid in full.
Date of service: 3/25/2020
I was told that my insurance doesn't cover the service upon checking in. I paid in full - $333.96.
However, I received an EOB from our insurance company that stated that the insurance company had ALSO paid in full. I informed their office about it on April 3rd.
I was told that I have to contact their billing company, which I did on April 7th and I was informed that I will received the refund within 4-6 weeks.
I called the billing office on May 14th to check the status of my refund. I was told that the check was supposed to be mailed on the April 11th, but somehow it did not process. The representative told me that she would reprocess it and I should received the check within 5-7 business days.
On May 21st, I called the billing company to check if the check was mailed. They didn't find any record of reprocessing it on the May 14th. I was told to wait for another 7-10 business days.
To summarize, I have not received the refund after 6 weeks have past. In addition, I am not even getting accurate information of where my refund is at in their refund process.
I would like an immediate refund.
Full and immediate refund of $333.96.
Patient has been refunded in full today via original credit card payment method.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reported to UnitedHealthcare and they informed me that they issued a warning letter to North Star Diagnostic Imaging. Also, I have filed dispute to HSA bank. They have successfully collected the full amount.
Patient was refunded 333.96 on May 26, 2020. Patient was notified with a phone call and emailed receipt.
North Star over charged for a MRI I had on Feb 21,20 .I have been calling every week to receive a refund.I spoke with 2 Supervisor and a Manager that can not tell me when I'll be receiving my refund that belongs to me . I have requested calls back and have not received any call back. I spoke with a so called Supervisor on April 8 & 17. She advised that she she would have my refund escalated .Well I called back on April 21 spoke with someone in the escalation department she advised that I would have my refund in my hand on April 24.Well that didn't happen ,so I called back spoke with the same supervisor Beatrice she advised once again that she would send this over and someone would contact me back. Well today I spoke with Suzanne a so called Manager that has no clue when I will receive my refund .She stated that my account will be reviewed once again after 2 months on May 1,20.To why I'm not understanding .North Star has no policy when a patient will receive their refund .Which is not far to the patient .The refund belongs to me and I have waited over 2 months for my refund.
Refund I want me refund ASAP and to receive a call back when it will be mailed
Patient has been refunded amount due back to credit card on file.
I was told my ins. would not cover the scan and paid $575. Afterwards my ins co. did pay the claim. But after 5 requests I still do not have a refund.
On January 7th I paid $575 for a CT scan I was told my insurance provider would not cover. Afterward I found that my insurance co. did pay the claim and made payment on 1/31/20 to the provider. I have made 4 calls to request a refund. The first call I was told I would see it in 4-6 weeks. I waited - when I didn't receive it I called back and was told I would see it credited in 1 - 4 days to the card used for payment. I waited again. When I called back after more than the 4 days I was told I would need to speak with a supervisor who told me they had placed the request in for further review and it would take 5 - 7 business days. At this point I also sent an email to the corp office requesting their assistance. I have not received a response. After 7 business days I called back, which was today. Now I am told its being investigated and it could take up to 10 days. I have contacted this company 5 times for a refund. My insurance company paid the claim within 3 weeks of the service being provided. It does not appear that this company has any intention of refunding my money.
I would like the $575.00 they collected from me refunded in an expedient manner. They have had my payment and the insurance companies payment for 3 months at this point.
The refund for the patient has been processed back to the credit card.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has finally refunded amount owed.
Thank you
Improper billing for service provided on 07/29/2019.
My doctor's office prescribed diagnostic mammogram screening during my routine annual physical checkup appointment on 7/10/2019. NorthStar Diagnostic Imaging billed these procedures (Service date 7/29/2019) to my insurance as a follow-up of 2017 mammogram screening and other procedures and not routine which should not be allowed. This way they are able to charge me twice the amount than what they would get paid by my insurance had they billed them as routine. When I called NorthStar Diagnostic Imaging's billing department to correct, they are putting blame on doctor's prescription when in fact similar procedures with similar prescription were billed by NorthStar Diagnostic Imaging as routine in 2017. Moreover, they are also claiming to bill it this way and not willing to correct citing my past un-willingness to follow-up on their MRI recommendation in 2017. This is unfair, unethical and should be illegal.
My ask is for NorthStar Diagnostic Imaging to correct the billing for service dated 7/29/2019 and bill the procedures with my insurance appropriately as routine and get paid accordingly instead of trying to gouge more money from me by billing for them as follow-up.
We are looking into the issue and will provide an update to the patient directly.
This company is fraudulently charging people for services insurance covers and also billing insurance money. They also bill incorrect & don't refund.
I was sent her by my doctor for some imaging. They told me services were not covered even tho we check with BCBS prior. I paid them $1000 as they asked, I am a full-time student not employed. The Dr said the images were terrible & I needed to redo them! I went to another place and my portion was only $29 this time. I called BCBS and they said Northstar never contacted them however my services were covered and I should not have paid. When I informed Northstar, they said they messed up on the billing and couldn't refund me until it processed. That's was 2 months ago. They also said they would refund me and a check would come in 4-6 weeks. When I called to check status, they said billing was still incorrect. I verified yet again with BCBS and nothing has been processed by Northstar. My next report is going to be to state insurance board, which is what BCBS recommended.
I want my money, all of it refunded immediately.
We have refunded the patient in full via a credit card refund. The patient has been emailed the credit card refund receipts and has been updated by phone. We have also reversed the claim with the insurance so that there is no claim processed with insurance for this date of service.
North Star collected $172.75 copay by credit card, when I should have owed $0 copay.
On August 2, I had an ultrasound with North Star Diagnostics and was told I owed a copay of $172.25, which I paid by credit card. I received my Explanation of Benefits, which stated I should not have owe the provider anything ($0), and the insurance company was paying $172.25. I live in the state of Texas and they should have refunded this within 30 days. The first problem was they never recorded the credit card payment, so had I not looked at my Explanation of Benefits, they would have kept the money. The second problem is the first time I called, they said it would take 4-6 weeks. We called after that time and they told us another four weeks. Then another four weeks. They have "expedited" it three times. We keep calling and emailing with no resolution. We still have yet to receive our refund.
Immediate refund $172.25.
The patient was issued a full refund back to their credit card on 10/23/19.
Billing and unwanted touching
On 10/26/2018 when I change to take the MRI I had my shirt on with no bra the had beading on it when the guy called by name I walk over to him and instead of asking me about the beaded shirt he touch it, which I know was wrong, then when we were in the room I was getting in the machine he had his hand on my shoulder I stated asking for a nurse. He said we have no nurses here, now he already made me uncomfortable and I cut up so another man had to come in. Well five woman were sitting at the front desk why couldn't one of them come and help out. Usually one person will be there and another is at the controls. And not only that Did you go from $250 to $400 5/22/2018 and 6/7/2018 Why did I pay $400 dollars I want my $150 dollars back. I have come to this imaging for a while now and this is the first time it was this unprofessional. When I ask for a supervisor they gave me Kaylyn XXX XXX-XXXX which does not work and a Jeff XXX XXX-XXXX no last names and I call Jeff on the same day. These action are very disturbing and uncalled for.
Give me my $150.00 back and have two staff members inside the room from now on.
Patient in question was seen 10/26/2018.
Prior to scheduling the patient Robbie from our order management department attempted to verify the insurance benefits that were sent by the referring doctor along with the order for the MRI. Robbie was unsuccessful in verifying that the patient had active insurance coverage.
Robbie then called the patient on 10/24/2018 at 9:44am. The patient stated she did not have insurance. Robbie then proceeded to quote the patient our self pay (uninsured) rate which is $400. Patient agreed to the price and proceeded to schedule her exam for 10/26/18.
Patient arrived at our facility on 10/26/18 and completed checking-in at 12:25pm. Patient was advised upon check-in that she owed $400 at the time of service. Patient presented credit card and paid $400.
Patient was then led by a staff member to a private changing room where she was given scrubs and instructed to remove her bra because the clips and underwire in bras will distort image quality and change out of her shirt and into the scrub top. The Patient came out of change room with her regular shirt on and not the scrub top that she was given.
The technologist in the process of screening the patient identified the beads on the patient's shirt as a possible area of concern for safety and image quality. Patient refused to change out of her shirt and into a scrub top when asked by the technologist. The technologist then advised the patient that he needed to inspect the beads to make sure they were not metal and did not contain ferrous material. The technologist asked the patient if he could inspect the beads. Patient gave permission to inspect the beads. The technologist inspected the beads that were present around her neck. This inspection was done outside of the MRI room in a common area hallway.
Once the technologist confirmed that the the beads would not present a problem the patient was brought into the MRI room and prepared for the MRI scan. During the process of the table sliding into the bore of the magnet the patient acted acted like she was claustrophobic and became concerned and grabbed the right arm of the technologist. The technologist immediately stopped the table from moving further into the magnet. At this time the patient requested to have a nurse come in and stay with her. Our technologist then explained to the patient that we do not have a nurse that works at the office but that he could call in another technologist to assist him. He then called in an additional technologist. This second technologist adjusted the patient's positioning slightly and then assisted the patient for the remainder of the exam.
The exam was completed successfully and the patient was provided the results through her physician.
We are more than willing to provide additional resources and documentation to further substantiate our response.
(The consumer indicated he/she DID NOT accept the response from the business.)
The technologist never ask me anything he just reached out and touch me without permission. and as far as I reached out and gab his arm I would touch him to scratch him, that is false and inaccurate statement, I also told the them I was not insured and this would be cash. The bottom issue here is that they are trying to save there jobs but, you really need to take care of the patiences.
They collected funds from me and from insurance too. They are not refunding the funds. Every time I call they respond that someone will get back to yo
Extremely unhappy with their Billing team. They charged full payment for my CT Scan; they also collected funds from my insurance co. Every time I called during business and so far I have spoken to Marley & Joy from billing and they took my message and told me that someone will get back to me. They have been playing this game for the past several weeks. Neither they return funds nor they call back!! Very unprofessional team!!!
Extremely unhappy with their Billing team. They charged full payment for my CT Scan; they also collected funds from my insurance co. Every time I called during business and so far I have spoken to Marley & Joy from billing and they took my message and told me that someone will get back to me. They have been playing this game for the past several weeks. Neither they return funds nor they call back!! Very unprofessional team!!!
Mr ***,
Thank you for contacting North Star. We have reviewed the information provided in the complaint and resolved the issue for the patient on 10/23/18.
The insurance carrier for the patient has not been processing claims properly since April 15, 2018. The insurance carrier is aware of the issue and has been re-processing claims to correct them according to our contract.
In this case, the insurance put the total allowable amount toward patient responsibility and did not pay anything on the claim. The allowed amount on our contract was different from the amount on the patients explination of benefits because of the processing error with the insurance carrier. We were not issuing a refund because of the discrepancy with the insurance carrier.
We spoke to the patient and issued a refund which was the difference between what the insurance put toward the patients responsibility and what the patient paid at the time of service. We informed the patient that when the insurance company re-processes the claim, that we would also write of any new amount the insurance says is due from the patient on this claim.
Bad Quote For MRI Scan - Misleading Customer. Confirmed a quote of $283.56 three times and charged $1219 after the fact. Bad customer service after.
From Jun 5, 2017 to Sep 27, 2017 I asked NSDI (North Star Diagnostic Imaging) a quote for brain MRI, confirmed the amount three times on three different dates and were given $283.56 quote each time.
When I went to get MRI done on Sept 27, 2017 I paid $283.56. I also signed some papers on Sept 27 (the day I had my MRI scan).
On Mar 5, 2018 I received a bill saying I still owed $935.64. Contacted NSDI a few times and their billing company Royal Secure (once through the phone) and twice visited the location to discuss the additional bill with manager but was rejected and given the round around with no satisfactory outcome. Billing says there's nothing they can do. Receptionist says manager not available two different days in a row and asked for me to call insurance.
Problem: they gave me a misleading cost estimate. Should they had provided a more accurate estimate, I would have gone to another MRI location that charged less. I had obtained a quote from another location and thought NSDI had the cheaper cost.
On my last two visit, Mar 27 and 28, 2018 to the location, I told the receptionist this was a bait-and-switch practice. Misled me to use their service through a low price estimate and charged me a lot higher afterwards. She said I signed a paper that states $283.56, this amount was just an estimate. From my viewpoint, how could they be so far off on the estimate?
This MRI photo scan process is cut and dry. The technicians take number of scans according to the doctor's order. No more and no fewer pictures. If the doctor needs more scans, he will send another order in to take more pictures later.
To be quoted $283 and ended up having to pay $1,219, that says a lot about their horrendous quoting job. I wonder how many customers fall victim to the same scheme.
Paid the additional $935.64 but want refund back. Among other things, they also edited the dates I signed paperwork. On the papers I signed on Sept 27, they put Sept 25 date - as if I had two days to review an estimate of $283.56 and understand it's just an estimate. They edited timestamps on more papers I signed.
I have proof of my where abouts and call logs to prove I indeed went to visit the location multiple times and called multiple times in obtaining quotes, talked to billing, etc.
I really appreciate your assistance. At best, this was a lack of employee training on their part.
Refund of $935.64, proper employee training so they give out a more accurate quote and better customer service when customers inquire about bills. No more changing electronic records especially signed dates.
Thank you for contacting North Star. We have reviewed the information provided in the complaint.
The patient is correct we did quote $283.56 as provided in the attachments. The patient signed the form twice. The date on one of the forms was the date the form was printed, not the date the patient signed, our system stamps the form and the dates cannot be manually changed. At the time, our office staff would run the benefits prior to the patient arriving and print out a copy for the patient to sign on the date of their appointment as an internal collections workflow. On the date of the patients appointment we provided a kiosk for the patient to electronically fill out patient paperwork and sign all forms. The second signed estimate form had the correct date from the electronic forms from the kiosk.
The estimate form states, I understand that the amount shown above is an estimate based on the benefit information provided to North Star Diagnostic Imaging by my insurance company. I understand that the total amount owed may change once my insurance company processes my claim. The Patient Responsibility amount shown is what we estimate you will owe for the services you are scheduled. This estimate is based on information we received from your insurance company prior to the service and actual patient responsibility will be finalized when the claim is processed by your insurance carrier. We will send a statement after the claim has been processed reflecting the payment you make today and payments by your insurance carrier. You acknowledge this information and agree that you accept responsibility and agree to pay for charges up to the amount deemed your responsibility by your insurance carrier.
We have attached the electronic remittance advice (ERA). An ERA is an electronic data interchange (EDI) version of a medical insurance payment explanation. It provides details about providers' claims payment. The insurance responded to the claim and put $1219.20 toward the patients responsibility because the patient had not met their deductible at the time of service.
I apologize for the inconvenience. We will have our software company contact the insurance carrier and see if there are any issues with the electronic eligibility responses for patient estimates.
Unfortunately, at this time we will not be able to issue the patient a refund as the amount due is what the insurance company put toward their patient responsibility.
Document Attached***
Business is not taking responsibility that they issued incorrect quote. The problem is not billing or insurance.
The problem is, why did NSDI office staff issue a quote so low in the first place, misleading me as a consumer? If I had known it'd be $1,219 I would have taken my business elsewhere and not use NSDI.
if I had not met my deductible, then why didn't NSDI indicate so in the quote? See attached quote from NSDI.
I understand it's an estimate, but can you please explain what made your office staff miss so much on the quote? Lack of employee training?
Thanks
Thank you for contacting North Star. We internally escalated the complaint and have issued the patient a refund of $935.64.
Sorry for the inconvenience this has caused and we have made sure the benefits and estimation system has corrected the issue.
Please let us know if there is anything else we can do.
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund received.