Complaints

This profile includes complaints for New Jersey Imaging Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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New Jersey Imaging Network has 31 locations, listed below.

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  New Jersey Imaging Network

  197 Ridgedale Ave Cedar Knolls, NJ 07927-2111

• 

  New Jersey Imaging Network

  36 Newark Ave Ste 100 Belleville, NJ 07109-4120

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  New Jersey Imaging Network

  385 Prospect Ave Ste 1 Hackensack, NJ 07601-2584

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  New Jersey Imaging Network

  400 Franklin Tpke Ste B Mahwah, NJ 07430-3516

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  New Jersey Imaging Network

  20 High St Nutley, NJ 07110-1132

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had service (imaging) on 5/11/23. I insisted that I was a tier 1 client with horizon **. They kept telling me that I was tier 2. They collected a significant out of pocket funds. Weeks later I found out they were acquired (original company was ********* radiology). They then admitted that I should have been tier 1 via billing with horizon ** and due a refund and correct my EOB with insurance so my deductible accumulations were correct. After countless phone calls and hold times, they refuse to resolve his or simply cant. *** talked with the following people at the company:******* Jazmine ********************* And many others.

  Business Response

  Date: 07/12/2023

  Please be advised it is our policy to collect the patients estimated cost share at the time of service.  The patients benefits are confirmed via an EDI **************** Interchange) process. The information is requested at the time of scheduling and/or at the time of service through a 270 real-time connection to their insurance.  Based on their coverage a 271 response is received providing the patients eligibility and out of pocket cost share including Co-payment, Co-Insurance, and/or Deductible.

   

  Patients are notified of their estimated cost share at the time of scheduling services (if scheduled by the patient), if the insurance returns the 271 in a timely fashion during the scheduling process.

   

  After services are complete and the radiology report is finalized, services are coded (CPT/ICD10) and submitted to the insurance carrier.  The explanation of benefits EOB is the source of truth that provides the patient and provider of how the services adjudicated. 

   

  After thorough review of Mrs. ******** account, *********************** 271 return data for out of pocket cost provided both tier 1 and tier 2 information. Our system was unable to decipher which out of pocket cost was applicable for the patients date of service. Our system then generated the incorrect out of pocket cost amount for the patient.

   

  Our patient service representatives are not trained to decipher the 271 return data and are only trained to provide information the system provides. Due to this system translation issue, the patient overpaid at time of service on 5/11/2023 in the amount of $588.00.

   

  Patient was contacted and explained the system issue and advised that a refund for the overpayment amount was applied back to the credit card on file.

   

  We are committed to creating a seamless process that promptly escalates patient inquiries through the BBB to the appropriate management or executive levels within our company, tracking such an inquiry through completion.

   

  We greatly appreciate how you worked with us on this complaint and again sincerely apologize for any miscommunication at the imaging center and the delay in receiving a refund.

   

  If you have any additional questions or issues regarding this matter, please contact me.

   

  Customer Answer

  Date: 07/12/2023

  [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.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ******** NJIN for an MRI (on 10/18) and a CT scan (on 10/19) and was told that I had to pay $545.44 and $401.11 respectively for each. I knew that my insurance covered diagnostic imaging so told them I only owed a $50 copay for each scan but they refused to do the imaging without these upfront payments. I reluctantly paid them because my doctor suspected a cancerous growth in my chest so these scans were urgent. A few weeks later, I receive my insurance EOB's which state I should have only paid $50 for each... I immediately called and they confirmed that, yes, I only owed $50 for each so they would send a reimbursement check "within 15 business days". It's now a month later and I am still out $1,000. I called and was told the refund was still being "reviewed" despite more than 15 business days passing. I am now facing financial strain from not having the money that I paid them (that should have never been paid) and am not sure who to contact to make this right.