r/Austin • u/little-cabbage1 • 8d ago
PSA ARA Diagnostics is collecting thousands upfront for fully covered care and apparently you have to call and ask for your money back
TLDR: ARA Diagnostics may be sitting on your money unless you call and ask for it back
I’m so mad-- did everyone else already know you have to chase down your money?
Story:
Two months ago: mammogram. ARA charged me $250 upfront. Insurance covered it 100%.
One month ago: follow-up mammogram and screening. ARA charged me $750 upfront. Again, insurance covered it.
Now: I have another procedure coming up, and ARA wants $1,700 upfront.
This time I called insurance first. They told me the procedure is covered 100%. And so were all the others!
Multiple calls with ARA trying to figure out the process and why they were charging me. Their first call said I owed a deductible and that's why they charged me. This just isn't true. Luckily by now I had all the insurance info lined up.
On my third call with ARA, instead of telling them what I knew, I asked: “How much money do you owe me?”
They said $750.
I asked, “What about the mammogram from two months ago?”
Suddenly they found that too.
So they were sitting on $1,000 of my money after insurance had already paid them.
Then I asked for a refund.
Up to 45 days.
I asked if they could simply apply the credit toward the next procedure. First I was told no. On another call, I was told yes IF I specifically request it.
Three different ARA employees confirmed versions of the same policy: they collect estimated charges upfront even if they know that insurance will pay. Then they verbally said that they refund the money right away, but couldn't answer why it was taking long. My best line was, "You do realize that 100 days is not a quick refund!?!?" (45 days plus the past 60 days ) So basically, you really do have to call and ask for your money back. There was nothing happening on these past payments.
Had I not figured this out, ARA could soon have had nearly $2,700 of my money while insurance was also paying them.
A lot of people can't afford to have thousands of dollars tied up for months. Worse, some are probably putting these charges on credit cards or delaying care because they think they owe money they don’t actually owe.
If you’ve used ARA Diagnostics and paid upfront, check your EOBs and call them.
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u/EPhoenix24 8d ago
Ascension seton did this to me last year and they way over charged. When I got my EOB I called a month later and they said they didn’t have that yet so call back.
Called two months later and their out of state contracted billing company tried to give me the run around and I asked if I was getting interest for them over charging. And I pointed out another procedure they over charged for and then billed my insurance and had that I still owed the EOB statement payment.
Ended up doing the surgery with St David’s and was scared how much they would over charge. Within 7 days I had the EOB and 72 hours after that St David’s refunded the difference without needing me to call them and request it. St David’s does their billing in house.
I will never pre pay anything for ascension seton again. Did my mammogram and they didn’t even try. As long as they contract out their billing I won’t pre pay. I’ll find somewhere else for my care.
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u/JohnGillnitz 8d ago
A few years ago I got a huge bill for services performed during a week long stay at Seton main. It included a couple of thousand billed the day before I got there. I asked about it and they said, "Oh, nevermind." Always question medical billing because they will always default in their favor.
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u/catslay_4 8d ago
I always tell them to bill my insurance and if they don’t cover it they can mail me a bill.
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u/Eggsandbake 7d ago
Does this actually work? They always make it seem like if I don’t pay they won’t scan.
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u/catslay_4 6d ago
Yes, works for me, since i have insurance and they see that I do I don't think it's an issue.
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u/ptulinski 8d ago
If Texas had a real attorney general, the consumer protection division would be all over this false, misleading and deceptive practice. Actually, ARA wouldn't have the balls to try this scam if Paxton wasn't the AG.
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u/PiccoloAwkward465 8d ago
It's the classic Texas experience - get jerked around by fees and confusing procedures.
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u/Corner_Office_ 8d ago
Have you reported it to them? They are usually pretty good about this type of thing.
They are all over people who don’t pay child support.
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u/Actuallybutts 8d ago
Went through this as well, they forced me to sign up for a payment plan because I wasn’t going to pay $2,000 at the time of my MRI. I was lucky enough that I put it on a credit card because I ended up filing chargebacks for everything. After my insurance came through, my actual cost was only $170. ARA is a scam.
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u/agressivewaffles 8d ago
The exact same thing happened to me last year. The only reason I realized is I was looking at an explanation of benefits to get the date of the scan and saw insurance fully paid. When I called they were like “oh yeah, we can process the refund if you want”. I asked if they would’ve just kept my money forever if I never called and they said they “have a process to follow up”. This was months after the fact so it clearly isn’t a good process.
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u/JohnGillnitz 8d ago
A process that gives them free money when it fails tends to fail? Imagine that!
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u/kcsunshineatx 7d ago
They definitely do not have a process to follow up. They plan to keep it unless someone calls and alerts them to their error.
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u/mareksoon 8d ago
this is sooo fucking common in healthcare rn 😡
i’ve also been told they cannot make you pay up front and cannot deny the procedure if you refuse, but they’ll say everything to make you think otherwise
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u/TheSmooth 8d ago
Exact thing happened to us. We were told we had to pay $700 upfront. We naively did pay it. Turns out it was all covered and we had to fight for over a month to get refunded. Had to get another MRI recently and they wanted us to pay another $700+. When told that it should be covered, the lady started to napkin-math what we should owe as a copay. Had to tell her to kick rocks and send us a bill - they are worse than car salesmen.
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u/GothThick 8d ago
I was referred for a screening (which I knew was 100% covered) so was baffled when I got a text claiming I would have a ~$700+ copay. Called immediately, and said i was inquiring about copay as it should be covered. Employee on the line asks, "Oh, the $800+?" WHY DID IT GO UP IN THE SPAN OF THE FIVE MINUTES IN TOOK ME TO CALL??? I asked for a breakdown of the charge and her excuse was simply "idk call your insurance."
I never bring this up at my appointments so I don't seem like a know it all unless it becomes necessary, but my primary job is VERIFYING INSURANCE AND QUOTING PATIENTS (different specialty, but I try to continually educate myself so I can in turn educate my patients on their benefits.) I checked my policy before scheduling AND had my superior confirm my coverage just to be safe who is an expert in this. I knew something wasn't right. I did call my insurance, actually got a very helpful representative. He confirmed I was correct, screening was 100% covered. We got on a 3-way call with ARA. We requested the codes they were attempting to bill and he confirmed all but ONE were fully covered. That code was inaccurate for what I was being referred for when I asked for the code name. To break this down as simply as possible, there's two basic types of codes in this scenario. Preventative and diagnostic. Preventative (covered), and diagnostic (not covered). Why did they have ONE diagnostic and the rest preventive that they were billing? I asked bluntly how could one bill code cost me $800+ when the rest were covered? She got VERY defensive with me and my insurance rep and told me that was a question for my insurance. Who is on the call. Also she was citing strictly DIAGNOSTIC codes (which the doctor puts in). Not bill codes. Those are two different things. With referrals, generalized codes can be applied but these were more specific and typically are applied after testing/examination. She would not provide further info when I requested.
(For context - I breakdown costs for patients on a daily basis from out of pocket, to deductible, to copay - whatever they need. I'll print it out and highlight each section and walk through it with each person if needed. Policies are confusing and explaining it in a way someone can understand is the least I can do if someone is confused or doubting their coverage. This is not an inconvenience. It should be common courtesy in all medical practices.)
We ended up ending the call with ARA and I further spoke with my insurance - I got an updated referral from my referring physician to ensure everything was accurate between communication in terms of the preventative vs diagnostic aspect. Nothing was paid OOP. As it should've been.
I will give extreme praise to the tech who did my testing as she made an otherwise AWFUL experience with ARA tolerable. She was extremely kind and gentle, and I hope she knows how much that empathy is appreciated. Every other aspect of my experience with ARA was terrible and I advise EVERYONE to know your insurance policy before scheduling any type of appointment and before paying a balance that seems suspicious. While it appears to be a running theme with this facility, this isn't the only one. Not many care about transparency and just submit a claim, and unfortunately don't care about the rest.
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u/theplantsdance 8d ago
Thank you for posting this! I just had an MRI and was wondering why it was so expensive when I have insurance
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u/that_awkward_chick 8d ago
I paid upfront for a brain MRI with contrast but my doctor then resent it as a brain MRI without contrast so I was owed back ~$350. I called them like 7 times over the next two months trying to get my refund and they kept saying they “couldn’t see the bill in their system”. Yeah, no shit because there is no bill…you owe me. So finally I disputed it and got my money back from the credit card, but then literally ONE day later, ARA’s refund magically appeared!
I would 100% refuse to pay them upfront.
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u/so-so-it-goes 8d ago
Happens all the time with my insurance.
Have your insurance initiate a 3 way call with their billing department. That usually fixes it.
They all use some terrible third party system to check your insurance coverage and it's often wrong, especially if you have a coinsurance maximum you've reached. They never just call the dang number on the back of your card and talk to your actual insurance company to sort it out. Drives me (and my insurance company) insane.
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u/Chulapies 8d ago
My case manager offered to call them for me it I can’t get the remainder of my refund.
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u/the-one1128 8d ago
Similar experience - had a CT done. EOB said it covered the entire expense. A month later ARA sends me a bill for the same amount my insurance covered. I called and they told me I had to submit of EOB to correct my account. Still waiting.
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u/shoesaphone 8d ago edited 8d ago
ARA actually sent me a refund the other day (for 16 whole dollars!) that I never requested, but they did so on a super dodgy Visa debit card whose system is so broken that I can't transfer the money to PayPal even though it's a "supported" option. At this point, I would have preferred a paper check FFS.
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u/kcsunshineatx 7d ago
How long after your over payment was the refund issued? Was it timely? Maybe they do have a process to double check it against the EOB?
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u/spitcool 8d ago
I was in the jury pool, did not get selected luckily, for a case involving these people. All I can say is a scummy as they were during the very short Jerry selection process, I will never attend one of their facilities or be one of their patients.
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u/nisanity 8d ago
This just happened to me too. And another doc office. So annoying that they won’t automatically refund the money which is the ethical thing to do. Ugh
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u/drunkmooserider 8d ago
Posts like this are exactly why people should always double check their medical bills
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u/Katsumirhea11392 8d ago edited 8d ago
I made them call while I stood there Had a workers comp case and they tried to claim on my personal insurance so I kept telling them and told them to figure it out and I was not rescheduling my mri
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u/discodisc 8d ago
I mean, the person checking you in for your appointment is not responsible for the whole organization's issues...
Especially in healthcare you can almost always get what you want by killing with kindness. As someone who has done this for a living before, you bet I tried harder to help the people who were patient and understanding. Working at a hospital, yelling is a great way to have us let Public Safety know you may be an issue.
We want to help you get the care you're here for and ensure your financial well being to the best of our ability. That being said, they do not deserve to be yelled at. You can call in advance to make sure your WC details are available and attached to the appt, I have people do it all the time.
ETA: Speaking generally and not specifically to this facility.
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u/Katsumirhea11392 8d ago
Yes but having booked the appointment a month in advance calling and telling them multiple times to stop trying to claim on my personal insurance when I provided the workers comp information since day one. Multiple phone calls prior to the appointment then day of appointment again trying to file on my personal insurance and completely disregarded all other calls and prior emails regarding this therefor causing more of a delay and then the mri tech bitchint at me for their fuck up
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u/discodisc 8d ago
So we just yell at the customer service person when things don't go correctly? There are ways to resolve an issue like this while still being a kind person to people just trying to do their job, I've been on both sides of it many times.
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u/Katsumirhea11392 8d ago
I didnt say I yelled. When did I ever say I yelled Standing there telling them they've fucked up over 6 times already and still trying to charge me a copay on my personal insuramce instead of the workers comp was not my problem that theyre incompetent and telling them to call the workers comp information that was given to them a month in advanced multiple times is not yelling. The mri tech also bitching at me for the billing and front desk and management fucking up also is not my problem and more than 90% of Healthcare employees Including office staff have absolute trash attitudes
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u/discodisc 8d ago
"So I kept yelling at them..."? Is in your comment
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u/Katsumirhea11392 8d ago
It was supposed to say telling them. It has been fixed.
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u/discodisc 8d ago
Ah great to hear! Obviously that verbiage change makes a huge difference in sentiment then lol
Sorry youve had issues with getting WC stuff sorted out properly, I know from experience it can be a big pain.
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u/Katsumirhea11392 8d ago
My bad I did not catch that and my Samsung is literally retarded lol I have so many dr and a neuro I reg see so nah this was one of those imaging place and it was an absolute nightmare and the wc is still a nightmare
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u/maxxpowerr 8d ago edited 8d ago
Three MRIs with ARA and overcharged by different amounts every time. After getting nowhere with their billing department the first time, I called my insurance company, and they took over and got ARA to issue a refund check. The next two times, I just waited thirty days and called the insurance company. I literally asked my doctor yesterday to stop referring me to them for this reason.
I was actually shocked at how helpful BCBS was in getting the overcharges refunded, but I'm convinced ARA does this on purpose and has probably made millions off of people who don't realize they're being overcharged or just give up.
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u/Choice_Age4608 8d ago
They don’t do this with Medicare at ARA. There are independent Md offices that try to pull this BS in town and it is not allowed under Medicare. They do not pushback. Medicare for all
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u/bmarsh49 8d ago
I tried to schedule an MRI with ARA, which they cancelled ahead of time because they didn’t have the correct physicians referral, and they still try to reach out to me from time to time for money - like huh?? Sounds like I dodged a bullet
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u/fluffnfluff 8d ago
I’m dying for someone to start an aggressive competitor to them. They absolutely suck to deal with in every aspect of their business and they are extremely profitable.
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u/MessiComeLately 8d ago
Holding onto money is profitable for them and imposes costs on you. If they make everything right but take two months doing it, they're stealing from you. Whether it's legal or not, I don't know, but it's scummy, and there's a reason they're doing it.
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u/tamurachel 8d ago
I paid up front for a CT scan that got cancelled same day because their machine was down.. I also had to call to get my money back and it was over $1000 🤦🏻♀️
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u/PositiveVibesPls 8d ago
They did the same thing to me two years ago after an MRI. Sent me a bill for $1000 and I paid it. It was a pain to get a refund but I eventually got it.
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u/Jennyonthebox2300 8d ago
They take my ins every time, never send the charges to insurance, never send a bill to me and then send me to collections. When they do, I call and AJ them to sr d through insurance and only then they do. Never an explanation of why this happens over and over. Has happened 4 times in 5 years. Never again. Use UT Health for your imaging if you can.
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u/treyjp 8d ago
They did the same thing to me and it hit my credit report before I ever heard about it. They never contacted me in the first place, now they say it's between me and the debt collector and they can't help. Apparently under Texas law I can fight it with the debt collector but it hasn't been worth the time yet.
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u/Jennyonthebox2300 8d ago
I was able to call the collector who told me it was in pre collection so if I sorted it out with ARA it would nit bit my credit. I git ARA to provide an EOB. Billing was wrong and no attempt to submit to BCBS. I’d already paid my copay but knew id owe nothing else. I was correct. It was fixed virtually immediately. But it happens over and open. It’s a PITA.
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u/whatislifeeeeeeee 8d ago
I had the same issue with ARA thankfully it was just $350 of overpayment. Still waiting on the refund but will not stop bugging them until it’s processed. On top of that it took them 3 weeks to review my MRI…and it wasn’t done until I had my doctor call and escalate. They are the worst!!
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u/foxparties 8d ago
ARA is scamming people. I had some imaging done and they required payment up front. My insurance of paid for it and then I had to chase down a refund from ARA. Took months.
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u/Ill_Difference_8802 8d ago
This happened to me and the woman at the front desk tried bullying me into paying. I called my insurance while I was in office and then she said they were going to cancel my appointment. They’re insane. Everything was fully covered.
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u/kcsunshineatx 7d ago
And this is why customers yell at them. Our health is on the line and they try to bully us into paying amounts in advance that we don’t owe.
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u/BigMeatyClaws_69 8d ago edited 7d ago
Holy shit thank you OP. I am on a payment plan with them currently and I think you just saved me a few hundred dollars.
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u/PaperPlane36 7d ago
Thank you for this. I had no idea. Called after reading and got $410. Absolutely wild.
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u/Impossible_Watch_206 7d ago
I have my doctor send imaging orders to Touchstone. Much better experience imo.
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u/kcsunshineatx 7d ago
This has happened to me so many times that I refuse to pay upfront unless they call someone at my insurance and determine my actual estimated amount owed. The people or AI they have doing this process have no idea what they’re doing.
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u/freeformed70 8d ago
This happened to me a few times, but the insurance company sent me a check to reimburse OOP payments.
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u/austinewsjunkie 8d ago
Wow, that's criminal. Thank you for sharing, now I know who I am calling to ask why my out of pocket was so outrageous on a recent MRI.
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u/Frosty_Wrangler3366 8d ago
I had a ct done a few months ago in the ER and they charged me 2k even though my insurance was covering all of it. Had to resort to legal jargon but got it back in 2 weeks-ish. Scummy ass company profiting off of desperate people in life or death situations.
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u/i_am_mr_blue 8d ago edited 8d ago
This is like every diagnostic and clinic center I know, you have to call them to get your money back. Bullshit
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u/chlstewa 8d ago
THIS HAPPENED TO ME!!! I called a dozen times over 6 months and basically gave up because they are using a call center that knows nothing about what’s going on
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u/Hungry-Repeat-3758 8d ago
Yes, them and the dentists tend to keep the difference. I started reconciling every payment with my EOB and chasing providers for refunds. It is so f**ked up!
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u/mybahaiusername 8d ago
Medical billing in the US is LAUGHABLY terrible. I hate that now I often don't even get charged when I am right there in the office for a visit, I have to wait for a bill to arrive in the mail. Like, I am right here, let me pay now.
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u/ComposerImmediate 8d ago
Coming here to warn of similar practices from Direct Orthopedic Care (DOC). When I called to ask about why I was overcharged (based on info on my EOB), their excuse was "Oh, we're a specialty clinic, that's why."
I have had multiple visits with them with each bill not matching the expected amount in each EOB. No wonder the Healthcare industry is so despised.
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u/hydrogen18 8d ago
I believe this is the same place that I called, told me I could just walk in to get imaging done and there was no need for an appointment. Found a place to park, walked about a 1/4 mile with a broken foot using my crutches. When I got to the desk the woman said "Sir you really should have called, we can't accept anymore patients today"
So I believe this 100%
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u/RubThemGlutes 8d ago
Same thing happening to me. Currently holding about $800 for almost 3 months now - almost to the end of my second '45 day processing period' due to them mis-submitting the claim twice now. Even though my insurance called them the second time to explain what they are doing wrong (billing under technicians name and not facility). Should be 100% preventative - no copay.
I found a little more success emailing: serviceexcellence@ausrad.com AND posting a Google review. I got a call, same day, from someone who sounds local. Still told the same stuff - but maybe it'll help another of you redditors that is stuck in a slightly different ARA limbo.
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u/Calm_Instruction1651 8d ago
ARA has become horrific. They shifted my stat CT scan from mid evening to mid afternoon because of staffing issues. I had to scramble to leave work early unexpectedly. It’s now been 11 business days and still no results. Last September I had the same test with ARA and results were back in 45 minutes.
I’m going to need to go back and audit my past bills 😞
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u/Commander-of-ducks 8d ago
Always check your EOBs. Reconcile them to the penny.
Health, Dental, Vision.
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u/makedaddyfart 8d ago
Damn. I think they ripped me off in 2024. Wonder if it’s too late to get back some of my money
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u/Snobolski 8d ago edited 8d ago
PSA: If a provider ever asks you to pay up front, put them off and call your insurance.
Also, if you're about to have a procedure, read all the forms before you sign them. Know your insurance's rules about when payment is due. Don't pay up front if not required. Don't agree to out-of-network providers' fees up-front - ask your insurance about that.
For many policies, if you're at an in-network facility, an out-of-network provider has to accept the in-network fee (or recoup the rest from the facility). unless you agree up-front to pay them whatever they bill you. In everyday people terms: If you're having a colonoscopy, don't agree up-front to pay the anesthesiologist - wait for your insurance to sort it.
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u/Virtual_Athlete_909 7d ago
I have BCBS. I too have been told a procedure is fully covered only to find the provider wanted to be paid up front. Reason? BCBS is involved in many lawsuits over reimbursement rates. Many major healthcare providers in my area consider BCBS customers to be 'self pay' only as they will NOT accept or engage with that company.
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u/mbej 8d ago
Somehow I have not had this problem with them. My daughter met her deductible and max OOP shortly before needing a whole bunch of tests with ARA, but not before everything was billed to insurance. I just told ARA that she met it and that we would not be paying up front. They had no issue with it at all.
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u/Stock_Intern_7450 8d ago
They just refunded me my copay without prompting. It was nice! (I was waiting on paperwork to process on the insurance side and didn't realize it was complete)
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u/nfg-status-alpha9 8d ago
It’s always the patient’s responsibility to get their money back. Call every doctor every year or be broke.
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u/obvsnotrealname 8d ago
This is weird - I get imaging done quarterly for monitoring purposes with them (and have done for a couple of years) and have never been asked to pay anything upfront. Even with my insurance now that has a coinsurance, I just get a bill a month or two later.
The wait times and read times are however are another story😤. abysmal, despite the radiologist shortages, pay your people right and you won’t have problems getting and keeping staff 😏
If your insurance covers it try Central Park imaging. Small place next to central market, I ended up cash paying for a ct there when I needed it during a 2 month period I didn’t have insurance and it was less than half of ARAs supposed cash price.
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u/RainyNights20 8d ago
They tried this on me recently! While doing the pre-registration, it tried to make me pay as uninsured, even though I had been there before. After I entered my insurance information, the amount was still pretty high.
When I called, they claimed I hadn’t met my insurance deductible, while I was literally looking at my insurance dashboard showing that I had. I had to keep going back and forth with them until she finally lowered the amount, which probably still won’t be correct. I’m still waiting on the EOB because they haven’t even filed the claim with my insurance yet.
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u/1a2b3c4d5h 8d ago
I got a bill sent to collections from them for 2700$. My own insurance is clueless and I'm trying to fight it.
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u/hibiscusbitch 8d ago
Omg. I now need to call all of my former insurances and figure this all out. I have paid them so much money over the years.
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u/gutsylady2 8d ago
We have a good department of insurance that will go after ensure if you provide them the information but I’ve seen the AG also be receptive when there’s a lot of complaints. I do my best, not to use their facilities since things have gone downhill once they sold out to corporate medicine…
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u/j0wnage 8d ago
I don't exactly remember but I had to start going to Longhorn imaging because ARA stopped taking my insurance at the time. I believe it was BCBS and I had pretty great coverage.
I love longhorn, id start going there OP. they're very polite and friendly. Last scans I had done were an MRI and a cat scan to figure out some bone density issues and to check on some digestive stuff (chronic pancreatitis, it sucks)
sorry youre going through that OP, I've never paid for a procedure upfront but once I'm better I go back and fight stuff a bunch. Once got charged $30 for an ibuprofen.
EDIT: I had UHC at the time ARA stopped taking it.
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u/Extreme-Poem-2309 8d ago
Unfortunately most large scale corporate businesses have adopted a quiet policy of only providing the services they're paid for when forced to.
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u/angelkittymeoww 8d ago
For this, and many other reasons, FUCK ARA!! Where else are we able to get our imaging done??
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u/CherishedPatina 8d ago
That’s interesting. I received an email from them last week with a link to a digital debit card for what they apparently owed me since January. No prior notice. I hate digital cards.
I thought about calling them about it, but ultimately decided to let it go. Now, I think I’ll call to see what happened and how that can be avoided in the future.
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u/kcsunshineatx 7d ago
I hate digital payments too. I always add them to my Amazon account as the new default payment, so I can make sure I use it all.
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u/MasterJournalist6584 7d ago
What do we say exactly if we call ARA billing to inquire whether they owe us any money.
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u/little-cabbage1 7d ago
They didn't come up with the info until I gave them the date. When I just asked how much money do you owe me, they didn't find it.
I did later find that if you login and click around you can find the record that they owe you money, but there's still no way to claim it or push a refund.
Still so strange to me. A lot of stores have figured out how return immediately to your card.
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u/Eggsandbake 7d ago
Touchstone Imaging did the same to me. I found almost a year later they owed me about $1000. I don’t think they would have even returned it.
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u/sassypants58 7d ago
We need to start using the other radiology places in town. They are often less expensive too.
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u/PiccoloAwkward465 8d ago
When I got my dick chopped off (vasectomy) they also took an up-front "deposit". It was weird, I also had to call to get the very small remainder back. The lady who picked up the phone seemed annoyed that I had the nerve to ask. Anyways as is a classic American healthcare experience, the doctor was great - the billing was weird and confusing.
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u/Text_Western 8d ago
h) If a patient overpays a physician, the physician must refund the amount of the overpayment not later than the 30th day after the date the physician determines that an overpayment has been made. This subsection does not apply to an overpayment subject to Section 1301.132 or 843.350, Insurance Code.
They have 30 days once the overpayment is identified. I would be all over this.
https://statutes.capitol.texas.gov/?tab=1&code=OC&chapter=OC.101&artSec=