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Southwest Diagnostic Imaging, LTD.

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Southwest Diagnostic Imaging, LTD. Reviews (20)

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] with Southwest Diagnostic called me and though her response to Revdex.com was they were processing the check and we would receive funds shortly, that was not what she advised in conversation.  She stated they called the Medical Collection company they forwarded my husbands records to on another claim and found that I had paid.  They should receive that check at the end of the month and then at THAT TIME would be issuing a refund, HOWEVER, they have found that the new invoice on a procedure my husband had done in August 2015 owed approximately $57.00 and the amount would be deducted before check went out. This was in my original complaint and this is still an issue.  One, why hold the check that I sent to you because it was stale dated until end of the month, you already have verbal that account was paid?  Second how is it legal to take funds from a refund mailed July 2014 for a bill owed August 2015, that they did not even send to my insurance company until September 2 2015.  The July 2014 was for [redacted] and August 2015 is SW Diag.  If it is not illegal it is definitely unethical.  The 2014 check has nothing to do with a procedure that was just done and they should not have the right to deduct anything from a check they are re-issuing.  The check was mailed to them because it was lost and then found but had stale dated.  The check should have just been re-issued without being held.

Regards,

Dear Ms. [redacted],
In addition to our freestanding imaging centers, our radiologists also work in several hospital systems thoughout the Valley.  We tried to reach you at ###-###-#### which is the phone number we received from [redacted], but the number is not in...

service.  Records from the hospital indicate you were treated in the emergency room at the end of October.  If you still believe this to be an error, please contact me at ###-###-#### as I will need additional information to research further.
Thank you for the opportunity to respond to your concerns.
Best Regards,
Jennifer

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] with Southwest Diagnostic called me and though her response to Revdex.com was they were processing the check and we would receive funds shortly, that was not what she advised in conversation.  She stated they called the Medical Collection company they forwarded my husbands records to on another claim and found that I had paid.  They should receive that check at the end of the month and then at THAT TIME would be issuing a refund, HOWEVER, they have found that the new invoice on a procedure my husband had done in August 2015 owed approximately $57.00 and the amount would be deducted before check went out. This was in my original complaint and this is still an issue.  One, why hold the check that I sent to you because it was stale dated until end of the month, you already have verbal that account was paid?  Second how is it legal to take funds from a refund mailed July 2014 for a bill owed August 2015, that they did not even send to my insurance company until September 2 2015.  The July 2014 was for [redacted] and August 2015 is SW Diag.  If it is not illegal it is definitely unethical.  The 2014 check has nothing to do with a procedure that was just done and they should not have the right to deduct anything from a check they are re-issuing.  The check was mailed to them because it was lost and then found but had stale dated.  The check should have just been re-issued without being held.

Regards,

Dear Mr. [redacted],
Thank you for the opportunity to response to your concern.  Upon reviewing the documentation associated with your account with us I was able to find where you were quoted $164.00 at the time of service.  I show a payment in the amount of $250.00 was...

made via credit card online, therefore I submitted a refund for the difference of $86.00 back to the [redacted] card ending in [redacted] today and send a copy of the receipt to the email address [redacted].  Thank you for allowing us to be a part of your healthcare team.

Good Afternoon,Thank you for submitting your concern for review.  The bill for $610.00 is the amount your insurance company applied to your deductible.  The authorization provided by Aetna is not a guarantee of payment and benefits cannot be determined until after the claim is...

processed by insurance.  Benefit levels for services, including this breast MRI, are not decided by SDI, but are determined based on the policy the patient has elected with their insurance carrier.  If this is a matter of financial hardship, we have a Financial Assistance department who would be happy to assist.  They can be reached by phone at ###-###-####.We appreciate you allowing SDI to be a part of your healthcare team.

Good Afternoon,Thank you for the opportunity to review your concerns.  From reviewing recent notations on Mr. [redacted] account it seems you spoke with our Patient Advocate, [redacted], earlier today.  We currently processing the refund amount due and you should receive the check...

shortly.We appreciate you allowing SDI to be a part of your healthcare team.Best Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.That is a very generic response to an issue that could have been resolved by addressing this while an appointment is being made. My issue is with the shear fact that the company was fully aware prior to making the  appointment this would be applied to the desuctible and knew exactly how much it would cost, but failed to communicate the high cost of an unnecessary procedure with the  patient. Thus allowing the patient/customer to decide if it was worth paying for. I know for a fact that the company was aware because the two employees I spoke with at said company told me exactly that. I was infomed by auch company employee that whomever made my appointment should have infomed me of the cost because they know the  insurance company never pays that at 100% and I just happened to fall through the cracks with an unseasoned employee.All I would like is for the company to own up to their mistake due to lack of training which resulted in giving inconstistant patient/customer treatment/service.What they need to do is review the call recordings to see what exactly their employees said to me if they do not understand my level of dissatisfaction and disbelief of customer care.

[redacted]  [redacted]

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,

Dear Ms. [redacted],
Please feel free to call me directly at ###-###-####.  If you would prefer I would be happy to upload the signed hospital documents to the portal, but would need your permission to do so because of the patient information contained.
We look forward to hearing from you soon so we can resolve your concerns.
Thank you,
Jennifer

Dear Mrs. [redacted],I have not spoken with you.  From notes on the account it appears you previously spoke with [redacted] in our office.  Refund check # [redacted] was mailed today and you should receive it within the next few days.Thank you for the opportunity to respond to your concern.Best Regards,[redacted]

As a provider, we do not always know if an exam is going to be applied to a patient's deductible prior to services being rendered.  The benefits of an insurance policy are determined by the agreement between the patient and their insurance carrier.  If a patient requests assistance in determining their out-of-pocket amount prior to an exam, we make our best effort to assist them.  I will speak with our customer service staff to remind them we do not provide pricing estimates to patients unless reqested and they need to be clear about this when talking with patients.We will adjust this exam as a one-time courtesy.  Thank you for the opportunity to review your concern.

I just returned a call from this company that left me a message stating I was being turned into collections for a bill that I have not paid. I just received the bill 2 weeks ago and the service date was 2 months ago. My insurance paid their portion beginning of May and I only owe around $130 but I'm being sent to collections already-I just received the first bill 2 weeks ago! My credit score is over 800...this company is rude and unprofessional. The representative stated that the company's policy is that the customer has 30 days to pay the bill or it goes to collections. I would AVOID this company unless you want to be harassed by this type of company.

I have called your facility on numerous occassions and always automatically get voicemail. I have never had that phone number listed. I have never received a call back regarding this. I even have provided my CORRECT number for ME on the numerous voicemails I have left. Yet still NEVER a return call.

Dear Ms. [redacted],I apologize that your account was referred to an outside collection agency.  The balance of $34.94 has been cancelled from the [redacted] and we are currently following up with [redacted] on the status of payment.  It appears a refund of $34.94 was...

requested by [redacted] on a prior date of service (1/10/14).  We complied the request from [redacted] and sent the refund on 3/24/14.  It now seems they have applied this amount as on offset to the services provided on 4/17/14.  We will work directly with [redacted] to resolve this issue.I do not show in our audit trail where any calls were made to our business office regarding this concern.  If you happen to have names of the persons you spoke with or a record of the phone number you called, I would be happy to follow up with these staff members.We appreciate you allowing Southwest Diagnostic Imaging to be a part of your healthcare team.  Please let me know if I can be of further assistance.Best Regards,[redacted]Business Operations Manager

Review: I recieved a past due notice from this company. I have NEVER been seen by any of the 3 companies it is associated withDesired Settlement: I would like for my name to be removed and any accounts listed under my name. I have NEVER had imaging done at or with any of these 3 companies.

Business

Response:

Dear Ms. [redacted],In addition to our freestanding imaging centers, our radiologists also work in several hospital systems thoughout the Valley. We tried to reach you at ###-###-#### which is the phone number we received from [redacted], but the number is not in service. Records from the hospital indicate you were treated in the emergency room at the end of October. If you still believe this to be an error, please contact me at ###-###-#### as I will need additional information to research further.Thank you for the opportunity to respond to your concerns.Best Regards,Jennifer

Consumer

Response:

I have called your facility on numerous occassions and always automatically get voicemail. I have never had that phone number listed. I have never received a call back regarding this. I even have provided my CORRECT number for ME on the numerous voicemails I have left. Yet still NEVER a return call.

Business

Response:

Dear Ms. [redacted],Please feel free to call me directly at ###-###-####. If you would prefer I would be happy to upload the signed hospital documents to the portal, but would need your permission to do so because of the patient information contained.We look forward to hearing from you soon so we can resolve your concerns.Thank you,Jennifer

Review: This company first told me I owed a co-pay, which was incorrect. Then they failed to bill my x-ray to my [redacted] although I asked them to repeatedly. Now, after six months they have categorized the account as delinquent and turned it over to a collection agency!Desired Settlement: At the least I am owed an apology, and they should notify the collection agency, [redacted], that the account was turned over to them for collection in error. Thank you.

Business

Response:

Dear Ms. [redacted],I apologize that your account was referred to an outside collection agency. The balance of $34.94 has been cancelled from the [redacted] and we are currently following up with [redacted] on the status of payment. It appears a refund of $34.94 was requested by [redacted] on a prior date of service (1/10/14). We complied the request from [redacted] and sent the refund on 3/24/14. It now seems they have applied this amount as on offset to the services provided on 4/17/14. We will work directly with [redacted] to resolve this issue.I do not show in our audit trail where any calls were made to our business office regarding this concern. If you happen to have names of the persons you spoke with or a record of the phone number you called, I would be happy to follow up with these staff members.We appreciate you allowing Southwest Diagnostic Imaging to be a part of your healthcare team. Please let me know if I can be of further assistance.Best Regards,[redacted]Business Operations Manager

Review: My husband received a refund check back in 2014 from [redacted] which we overlooked. We returned the check this year as stale dated to [redacted] with letter that check was stale dated and to please reissue. I received a call today from [redacted] at SW Diagnostic stating they could not send refund check because my husband has a a balance due with SW Diagnostic collections. She gave me balance, which was the payment I made to Bureau of Medical on September 2 2015, and called SW on that date letting them know the confirmation number. [redacted] advised that they would need to wait until end of month for Bureau to advise them the payment was made, then when I told her I gave confirmation number and I can show this came out of my account she stated SW has new charges that went to our insurance company on September 2 of this year and they would need to wait to see if those are all paid before our check from 2014 would be reissued. I advised [redacted] that my husband has met his deductible and co-insurance and a quick call to the insurance company could verify this. She then said I can speak to their Patient Advocate... I was put on hold for over fifteen minutes for a woman named [redacted] to get on the phone and echo what [redacted] had said. I feel this is unfair to the patient for SW to hold our funds. They are affiliated with [redacted] but we do not owe [redacted] any money as of today nor do we owe SW Diagnostic any money as of today. Let's say my husband goes there today for an image, does the funds get held again, and they just hold them until all is cleared?Desired Settlement: Contact their collection company to verify I made payment immediately and contact insurance to verify my husband could not possible owe any future bills for his co insurance and deductible is met and issue refund immediately instead of just sitting on the check waiting for company and insurance to contact them.

Business

Response:

Good Afternoon,Thank you for the opportunity to review your concerns. From reviewing recent notations on Mr. [redacted] account it seems you spoke with our Patient Advocate, [redacted], earlier today. We currently processing the refund amount due and you should receive the check shortly.We appreciate you allowing SDI to be a part of your healthcare team.Best Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] with Southwest Diagnostic called me and though her response to Revdex.com was they were processing the check and we would receive funds shortly, that was not what she advised in conversation. She stated they called the Medical Collection company they forwarded my husbands records to on another claim and found that I had paid. They should receive that check at the end of the month and then at THAT TIME would be issuing a refund, HOWEVER, they have found that the new invoice on a procedure my husband had done in August 2015 owed approximately $57.00 and the amount would be deducted before check went out. This was in my original complaint and this is still an issue. One, why hold the check that I sent to you because it was stale dated until end of the month, you already have verbal that account was paid? Second how is it legal to take funds from a refund mailed July 2014 for a bill owed August 2015, that they did not even send to my insurance company until September 2 2015. The July 2014 was for [redacted] and August 2015 is SW Diag. If it is not illegal it is definitely unethical. The 2014 check has nothing to do with a procedure that was just done and they should not have the right to deduct anything from a check they are re-issuing. The check was mailed to them because it was lost and then found but had stale dated. The check should have just been re-issued without being held.

Regards,

Business

Response:

Dear Mrs. [redacted],I have not spoken with you. From notes on the account it appears you previously spoke with [redacted] in our office. Refund check # [redacted] was mailed today and you should receive it within the next few days.Thank you for the opportunity to respond to your concern.Best Regards,[redacted]

I would like to warn others of my experience with Southwest Diagnostic Imaging and their deceptive and immoral business practices. I was tasked with getting a MRI done for my neck and contacted them. They informed me they would contact me once approval was received from my insurance. They contacted me and set up an appointment, which;

1. They never received approval.

2. Scheduled an appointment at a facility that did not perform procedure my doctor requested (did not have appropriate equipment)

3. When I contacted them to dispute charges, was told they would get back to me to further discuss.

I have been burdened with an $1850.00 bill and its been several months and I have not heard anything back from them. It is my opinion that they do not have the patients best interest in mind and could care less about doing their job., Save yourself time and grief and seek another business to do your imaging!!

Avoid this place. The agents collect the payment up front, tell you that is all you owe and then you get another bill 60 days down the road. Why didn't they collect that when the agents say that is all you owe. Scam and tell you to call the insurance company.......then why do they tell you that is all you owe....common practice or scam....I think scam and poorly trained staff.

Review: My doctor gave me orders to have a CT Scan due to family history. I have had this done before years prior and it was covered at 100%. When I contacted SDI, they said they needed to get a preauth which they did and they made the appointment without a word more. A month later after my appointment, I receive a bill for $610. I was caught by surprise as I was not informed by SDI that this was not going to be covered at 100%. Had I been informed of this I never would have made the appointment as this was preventative, not an underlying condition or current health problem. I wasn't going in for pain, lumps or for test with bad results.

Needless to say, I contacted them because I thought something was processed incorrectly. When I called I spoke with a very nice woman, she apologized and said before the appointment was made I should have been informed of the cost and that it was not ever covered at 100% for this service. She said everyone here knows this and they always inform the patient so, they are not surprised by a huge bill later. I asked her what they could do for me since I was not informed and this was not my fault, she said unfortunately nothing even though it was something they failed to do.

So, during my second inquiry as I still didn't understand because it had been covered before with a different company, I also found they had entered the incorrect diagnosis code on the preauth. I asked them to correct it and resubmit and the young women was very rude and told me it doesn't matter what code they use, it is never covered at 100% and I would still be responsible for the charges. I just asked her if she could please still fix their mistake and resubmit it. Needless to say, I still ended up being responsible with the corrected diagnosis code as the rude, insensitive young woman said.

So, the issue and complaint here is why wasn't I informed of the cost before services. I feel they should take responsibility for the unmindful, negligent person they employ to do this job. I understand people make mistakes, but for me, their mistake costs $610. I cannot afford this and would not have had the services because I knew I wouldn't be able to. They however, do not want to take responsibility for either being calculating and greedy, not caring for the patient and only in it for the money or lack of training provided to their employee.Desired Settlement: I want them to do the right thing and take responsibility for the charges because they did not inform the customer/patient of the charges prior to the visit. I want to see the bill written off and for me to owe nothing as I would've had I been informed and never had gone in in the first place.

Business

Response:

Good Afternoon,Thank you for submitting your concern for review. The bill for $610.00 is the amount your insurance company applied to your deductible. The authorization provided by Aetna is not a guarantee of payment and benefits cannot be determined until after the claim is processed by insurance. Benefit levels for services, including this breast MRI, are not decided by SDI, but are determined based on the policy the patient has elected with their insurance carrier. If this is a matter of financial hardship, we have a Financial Assistance department who would be happy to assist. They can be reached by phone at ###-###-####.We appreciate you allowing SDI to be a part of your healthcare team.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

That is a very generic response to an issue that could have been resolved by addressing this while an appointment is being made. My issue is with the shear fact that the company was fully aware prior to making the appointment this would be applied to the desuctible and knew exactly how much it would cost, but failed to communicate the high cost of an unnecessary procedure with the patient. Thus allowing the patient/customer to decide if it was worth paying for. I know for a fact that the company was aware because the two employees I spoke with at said company told me exactly that. I was infomed by auch company employee that whomever made my appointment should have infomed me of the cost because they know the insurance company never pays that at 100% and I just happened to fall through the cracks with an unseasoned employee.All I would like is for the company to own up to their mistake due to lack of training which resulted in giving inconstistant patient/customer treatment/service.What they need to do is review the call recordings to see what exactly their employees said to me if they do not understand my level of dissatisfaction and disbelief of customer care.

Business

Response:

As a provider, we do not always know if an exam is going to be applied to a patient's deductible prior to services being rendered. The benefits of an insurance policy are determined by the agreement between the patient and their insurance carrier. If a patient requests assistance in determining their out-of-pocket amount prior to an exam, we make our best effort to assist them. I will speak with our customer service staff to remind them we do not provide pricing estimates to patients unless reqested and they need to be clear about this when talking with patients.We will adjust this exam as a one-time courtesy. Thank you for the opportunity to review your concern.

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Description: X-Ray Labs - Medical & Dental, Clinics

Address: 2323 W Rose Garden Ln, Phoenix, Arizona, United States, 85027-2530

Phone:

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Web:

www.valleyradiologists.com

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