I had an appointment with my chiropractor in July and she said she suggested I have an MRI of my lower back and an MSK (xray) scan of my hips to try to pinpoint the problems I was having.
I asked MRI Plus, on the recommendation, if he could do both at the same time, and he said I could book in. £359 for both scan types and £25 for an image CD is quoted.
I was asked to complete the online application form and was told to make sure I was clear in asking for two separate types of scans, an MRI of my back and an MSK of both hips.
However, after the scan was complete, I found out that they scanned the wrong areas and the CD didn’t even work. Now I want a refund but it doesn’t offer that. What can I do?
An MRI Plus customer was told by his GP and chiropractor that the company scanned the wrong areas
Grace Josden, Consumer Expert at This is Money, responds: The entire process of getting two scans with MRI Plus—which has a center in Hendon and one in Leigh-on-Sea—didn’t make you want to sing hip, hip, and shout.
Initially, the chiropractor recommended you make an appointment for the MRI Plus, and when booking in for the scans, I specifically asked if the reports could be sent to her and your GP.
You have been told that this is possible and all you have to do is tell the technicians when you came to the clinic which you claim you did as well as indicate this in the online application form.
I came to the center in August and printed out a sheet with all the contact details of your GP and chiropractor as well as clearly typing on top of this sheet of paper ordering two separate scans so there shouldn’t be any question what was required.
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Since you hadn’t had an MRI scan before you assumed the machine used was capable of both kinds of scans, so don’t inquire when you’re in the machine.
When I got home I handed the image CD to your treating doctor and chiropractor but not only did they not have access to the images, then your doctor told you that at the start of the Covid pandemic, NHS told GP practices they were not allowed to use any external data other than that received From NHS online resources.
In a separate appointment, the NHS physiotherapist added that in some surgeries, the CD entrance port was taped to prevent anyone from using unregulated data sources.
Before you knew it, I called MRI Plus to complain about the disk and they said it only came with one format they can’t change but they sent you an alternate format.
Unfortunately by the time the surrogate arrived, I had seen your doctor and physical therapist so the disc was not useful to them for diagnostic purposes.
During this time, written reports were sent to both your GP and your orthopedic surgeon.
When I attended appointments with both, they stated that the report referred only to the spine and lumbar and had only a brief paragraph indicating “mild osteoarthritis changes in both hips, slightly more pronounced on the right side.”
MRI Plus claims it scanned the correct areas but the images are a matter of interpretation
He also indicated an MRI scan of the hips and not the MSK as required as well as indicating your abdomen which was not the area to be scanned and the humeral head which was not in the relevant area either.
An MSK scan refers to the musculoskeletal system while an MRI is an MRI.
You say your doctor and physiotherapist said the report wasn’t well laid out, wasn’t acceptable and didn’t tell them anything that would help them.
Since then I’ve been trying to get a response from MRI Plus on why the errors are happening but didn’t get a satisfactory response.
So, I called the company to find out what happened and why my therapist, chiropractor, and physical therapist deemed it worthless.
A spokesperson for MRI Plus said: ‘When checking our records, we found that Mr. T had performed two MRI scans, one for the lumbar spine and one for the hips. In his referral form, he requested an MRI of his back and lower back, to include the hips.
These scans were combined, in which both the body coil and the lumbar spine were placed together in an MRI scanner. Mr. T may have felt he only received one scan, but in fact two MRIs were done in one sitting.
Regarding the disc, Mr. T was advised that the discs are only formatted to work on Windows computers and not Apple computers. We have sent a second disk to Mr. T in case the first disk is not properly formatted.
Regarding our consultant radiologist’s report, the opinions of Mr. T’s practitioners may differ from our radiologist’s, however, this is a clinical judgment on their parts.
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Our consultant’s report referred to the abdomen, but that is only because the radiologist can see the abdomen through images of the lumbar spine.
The report was duly sent to the practitioners identified by Mr T in a timely manner, but there appears to be some frustration with Mr T’s GP surrounding the Covid-19 issues, which is something we cannot help with.
“The hospital director called Mr. T on two occasions and left messages on his landline without any response from him, and he is happy to call Mr. T and discuss the issues raised.”
It is clear that MRI Plus believes it has acted accordingly and has strongly rejected suggestions that it did not perform the correct scans.
However, they did inform me that after contacting the company they offered you a refund of half the total, so you only paid the cost of one scan and refunded the other – which you thought was in the wrong area – and the cost of one CD report.
Fortunately the £204.50 was confirmed to be refunded to you soon and you said you are happy with the decision.
The fraud victim was frustrated when Three was said to cancel the direct debit to solve the problem
Hit and miss: This week’s naughty and wonderful list
Every week, I look at some of the companies that didn’t meet the expected standards as well as those that went that extra mile for customers.
Missing: This week, the reader, Imran, fought a battle to choose the telephone network. three.
He said: ‘I got a phone call two months ago from scammers claiming to be a Carphone warehouse. They called when my contract was about to expire.
They offered me an iPhone 13 Pro Max with unlimited data at £35 a month which I agreed to. However, it turned out that they are scammers with scammers who concluded multiple contracts in my name – one with O2 and the other with Three.
O2 investigated my case and as a result closed the case and removed the fraud from my credit file, dealt with this in less than 10 days.
However, with Three, it said it has been investigating for a month and will not provide any solutions. I have been asked to cancel a direct debit which will likely be resolved into a bad credit rating. What can I do?’
It seemed unusual that O2 was able to fix the problem immediately while Three struggled for over a month trying to correct the problem, even advising you to cancel your debit.
I called the company and asked why it was taking so long to fix it.
A spokesperson for Three said: “We apologize for the difficulty Omran had in closing his account – our customer service was not up to the usual high standards on this occasion.
We have since registered the account as fraudulent, offering the customer a full refund, as well as a goodwill gesture. We will conduct further training with our team based on this experience.
Thankfully this was sorted, and I received a £100 goodwill gesture, but it’s a good reminder for customers to be aware when receiving any phone calls from someone trying to sell you something.
success: And in happier news, this week’s reader, who requested anonymity, praised Mobile Hutcustomers service.
She said, “My old Nokia mobile had an unfortunate accident involving my handbag and a water bottle.
“Though there is no sign of life or hope for a powerful mobile phone, a savvy and tech geek based in Surrey has managed to bring the beloved Nokia back to life to withstand another decade of waterlogging and hard bumps.
The business obviously wasn’t faux and it’s good to know that the original Nokias built to last are still going strong.
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