NTD Labs, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved I never received a voicemail or missed call from the company I'm guessing they have my phone number incorrect I know they have my correct mailing address and access to my email address through this complaint, and they are welcome to contact me through either of these means if necessaryThank you for your assistance in resolving this matter
Sincerely,
*** ***

Revdex.com:
At this time, I have not been contacted by NTD Labs, Inc. regarding complaint ID ***
Sincerely,
*** ***

The details surrounding this were as follows:No response from insurance company after days after initial filing.12/**/ Claim discounted from $1,to $based on the billing policy in effect.2/**/
Patient spouse called into Billing and notified us that insurance company requested medical records.2/**/ PKI Billing sent a request to patients’ doctor’s office to request medical records.3/*/ Outstanding balance was sent to our outside collection agency based on our billing policy in effect.3/**/ PKI Billing sent a 2nd request to patients’ doctor’s office to request medical records.4/**/ Outside collection agency received payment of $200.Attempts to request medical records from the physician office to re-submit the claim to the patients’ insurance company went unanswered.Though we made multiple efforts to champion on behalf of the patients’ insurance claim, we’ll go ahead and process a refund of $200.*** *** takes our customer experience very seriously and we do apologize for the frustration that was experienced in this process.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The issue has not been resolved They claimed to my physicians office that they do accept GHI however I was charged full boat Thank You for your efforts apparently NTD will not take responsibility for their error An error which has cost.me unnecesarrily out of.pocket expenses Trying to correct NTD is a waste of your time.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:[I have received NOTHING in writing from them indicating our account balance is zero. I have received no explanation WHY they are unable to process their claim through *** in Washington State. I have not been personally contacted by a human being from the contracted vendor with any authority to take corrective action towards resolving the underlying issue. I will be forwarding all documentation of my exchanges, including this Revdex.com site to the Insurance Commissioner of WA, Mike K***: *** ** *** *** ***
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*** ** ***AND THE FOLLOWING INTERESTED PARTIES:*** ***
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*** In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** *** ]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Thank you for bringing this to my attention. We...

investigated the Revdex.com complaint ID# [redacted]
 
The details are as follows.
 
06/**/13              Sample received at the Laboratory and the sample was processed.
                                   The cost of the test is $1500.00.
06/**/13              Claim sent to Oxford Health Plan- Health Insurance information provided with sample
08/**/13              Explanation of Benefits received from the Insurance company.
   Info entered and Billing followed direction of the EOB. Billing starting the billing process collect from the patient
12/**/13              Automated Process- Billing Statement sent to patient for $1500.00
01/**/14              Automated Process- Billing Statement sent to patient for $1500.00
01/**/13              Patient Inquiry.
01/**/14              Appeal Sent to Oxford Health Plan to assist the patient.
02/**/14              Automated Process- Billing Statement sent to patient for $1500.00
03/**/14              Automated Process- Escalated account to collections after lack of success with Billing statement.
03/**/14              Patient Inquiry.
03/**/14              NTD received notification that there was an open complaint filed with the Revdex.com.
03/**/14               Adjustment approved and applied to the account
 
Perkinelmer Labs/Illumina takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.
 
To meet the expectations of the customer’s request in the document, I want to confirm that the automated statement process ended when the balance reached zero dollars.
I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.
 
I do appreciate your understanding and patience as we investigated the details of this situation
 
Thank you
 
PerkinElmer Labs

Revdex.com:At this time, my complaint, ID [redacted] regarding NTD Labs, Inc. has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I previously filed complaint ID #[redacted]. NTD Labs incorrectly filed paperwork with my insurance and continued to bill me, even though I contact NTD on Jan **, Feb *, and March ** inquiring about my financial responsibility. My insurance company finally received the proper paper work on April **, and processed the claim on April **. My EOB from my insurance company indicates that I had no financial responsibilities to the services provided. On May *, NTD Labs issued a bill to me, stating that it was "[redacted]" and that if I did not pay within 30 days, further collection activities would take place. Each time I call, I am given incorrect information.I want NTD to correctly mark my account as not requiring payment and to quit sending me bills. I am afraid that their incompetence (or unethical behavior) will result in this incorrect bill being sent to a collection agency, impacting my credit and the upcoming closing on my home.
 
 
Sincerely,
[redacted]

Good afternoon, We have pulled the account from collections. It was already put on the list yesterday (October **, 2016) when the patient called. There was a system glitch where statements were not sent to this patient. All of the information was sent to the insurance company in 2014 and...

again yesterday (October **, 2016). They are pulling the claim and reprocessing. Once they pay the claim the account will be resolved.  Thank you for bringing this matter to our attention.  I trust that the steps we have taken will result in a satisfactory solution. Regards,Lauren M[redacted]Senior Quality Manager

Dear [redacted] Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID #[redacted] The details are as follows. [redacted]            Sample...

collected[redacted]            Sample received at the Laboratory.[redacted]           The sample was processed  through Billing Department.                          The cost of the test was $1500.00 [redacted]            Automated Process- Claim was submitted to [redacted] for processing.[redacted]            Automated Process – [redacted] denies the claim.[redacted]            Automated Process – Courtesy flat rate of $795.00 is applied to the account because we were considered out of network.[redacted]            Automated Process- Statement requesting $795.00 from the patient.[redacted]            Automated Process- Statement requesting $795.00 from the patient.[redacted]            Sammie from [redacted] called and stated that the claim was denied in error and the claim was sent back to be reprocessed according to the authorization number #[redacted]-Reference# [redacted]            PKI agent S/W Heather from [redacted] to have the claim reprocessed. The 6/** claim was still being processed. Account placed on a temporary hold.[redacted]            The patient contacted PKI to discuss her account options.[redacted]            The patient’s husband calls in reference to the status of the account. No response from the insurance carrier.[redacted]            PKI agent contacted [redacted]. The claim was resubmitted.[redacted]            [redacted] rep and the spouse contacted PKI to confirm that a corrected claim was sent.[redacted]            Automated Process- Statement requesting $795.00 from the patient. [redacted]         PKI  Labs received notification that there was an open complaint filed with the Revdex.com.[redacted]         PKI agent called [redacted] insurance carrier. The corrected claim was received on 8/**/15 as previously verified.                          The claim is still being reviewed as of 9/**/15 ref#[redacted] Perkinelmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process. I do appreciate your understanding and patience as we investigated the details of this situation Thank you   Lyd E[redacted]  |   Billing Supervisor, Customer Service, NTD Labs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Dear [redacted]Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# ID [redacted].   The details are as follows. 7/**/2014           Sample...

collected7/**/2014           Sample received at the Laboratory.7/**/2014           The sample was processed  through Billing Department. The cost of the test was $160.00 7/**/2014           Automated Process- Claim was submitted to Kaiser Permanente for processing.8/**/2014           Automated Process – Received a denial from Kaiser. No prior authorization obtained.8/**/2014           Automated Process - Statement requesting $160.00 from the Patient 9/**/2014           Received a phone called from the Patient. Patient stated that she spoke with her doctor and was told that PKI handle and that we were supposed to get the referrals.                          PKI agent explained that PKI does not obtain referrals. The patient states that she will contact her doctor’s office again.9/**/2014           An insurance representative called and request a 30 hold because the claim was under review.                                (30 days passes)10/**/2014         Automated Process - Statement requesting $160.00 from the Patient 11/**/2014         Dr. Office called to inquire about the patient’s bill. PKI explained that the claim was denied for No prior authorization. 11/**/2014         Dr. office spoke to billing supervisor to confirm denial. 11/**/2014         Automated Process - Statement requesting $160.00 from the Patient12/**/2014         Automated Process - Statement requesting $160.00 from the Patient.01/**/2015         Automated Process - Patient account was queued for transfer to Collections. 01/**/2015        Dr. Office called in reference to the account. The Dr. office requested that PKI contact the patient in regards to the discount that they are eligible for. 01/**/2015        PKI agent called the patient. The patient did not want the discounted option. 02/**/2015         Automated Process- Patient account sent to collection agency. 02/**/2015         PKI received notification that there was an open complaint filed with the Revdex.com. 02/**/2015         Although Prior Authorization was NOT obtained by Physician Office as required by the patient’s insurance company,                        PKI removed patient from collection and will not collect on the $160 due to improper expectations set with the patient.                         To improve future customer experiences - PKI will work directly with Physician office to ensure the correct expectations are set at time of sample collection. PerkinElmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process. I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities. I do appreciate your understanding and patience as we investigated the details of this situation Thank you

DOS 11/**/2015, claim was filed on 11/**/2015 to Aetna insurance, which was incorrect. Patient was then contacted to provide the correct insurance information. On 12/**/15 patient provided BC/BS of Federal as her correct insurance. Claim was filed on the same day.  On 02/**/16  BC/BS...

Federal requested the patient’s medical records which was mailed on 02/**/16. On 02/**/16, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrier. On 03/**/16, patient called to check on the status of her account. Patty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted]. They were then mailed to the requested address.  Patty at BC/BS was contacted to confirm whether or not the records were received. Patty stated that the records were received on 03/**/16 and the claim is currently in process for payment and PKI NTD should receive a response within 30 days from the date that the records were received.  This account is currently open with the insurance carrier. The patient has no financial responsibility at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

As of 6/**/2015, [redacted] ([redacted] of [redacted]) confirmed payment by [redacted] for the open balance. The account currently refelcts $0.00 owed.
Thank you for your patience as we resolved this issue.
[redacted]

1/**/16- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had no coverage on the date of service. She was advised to contact her insurance carrier.   PKI NTD received a call from the insurance rep stating that the claim...

was filed to the incorrect insurance address. The claim was then resubmitted. (verified that the claim was submitted electronically on 2/*/16)   2/**/16- The patient called into billing again stating that she received another invoice. (no record of an invoice being issued in our system  other than on 1/**/16 and 3/**/16)   3/**/16- The insurance called to request medical records. Also verified that, the EOB requesting the additional information was downloaded electronically into our system on 3/**/16 as well. This was the cause of the balance falling under patient responsibility in our system. This caused another invoice to be issued on 3[redacted]/16 to the patient in error.   3/**/16- The insurance rep called to verify why the patient was being billed. The balance was then manually moved from under the patient responsibility.   The insurance today verified that the claim processed on 4/*/16 and PKI NTD should be receiving payment in the amount of $75.92. there is no patient responsibility due. PKI NTD has reached out to inform the patient that she has no financial responsibility for this charge.

DOS 11/**/2015, claim was filed on 11/**/2015 to Aetna insurance, which was incorrect. Patient was then contacted to provide the correct...

insurance information. On 12/**/15 patient provided BC/BS of Federal as her correct insurance. Claim was filed on the same day.  On 02/**/16  BC/BS Federal requested the patient’s medical records which was mailed on 02/**/16. On 02/**/16, patient called to inquire on claim status, she was advised that medical records were recently sent to her insurance carrier. On 03/**/16, patient called to check on the status of her account. Patty from BC/BS Federal called to request the medical record and requested that they be mailed to Medical Records [redacted]. They were then mailed to the requested address. 
 
Patty at BC/BS was contacted to confirm whether or not the records were received. Patty stated that the records were received on 03/**/16 and the claim is currently in process for payment and PKI NTD should receive a response within 30 days from the date that the records were received.
 
This account is currently open with the insurance carrier. The patient has no financial responsibility at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I did receive a second bill on 2/**/2016, it was sent out on 1/**/2016, which the company admits to.  The original bill was 1/**/2016. Their response is disingenuous.  Three bills in total were sent to me.  
I did not receive a "reach out" from the company that the bill is now clear whether by phone or by mail.  This is an incorrect statement from the company.
I have received no explanation why so many errors were made on my case (failure to send to the correct insurance company even though they had the correct one on file, failure to send appropriate medical records).  This is still a case of extremely poor customer service.  And has cost me a lot of time.  I will still ask my physician's office to consider an alternate laboratory.  And if this company is the only one that provides this service, I would consider forwarding this to type of anti-trust to the appropriate government authority.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Below you will find the sequence of events linked to the...

complaint ID# [redacted].
 
After discussing with the PKI Billing Department, the adjusted balance of $200 is still due for the services rendered.
 
Let me know if you have any questions/concerns.
 
 
[redacted]
[redacted]
 
Dear [redacted]
Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# [redacted].
 
The details are as follows.
 
5/**/2013              Specimen received at the Laboratory.
6/*/2013                The sample was processed through the Billing Department. The cost of the test is $1500.00
 
6/*/2013                Automated Process- Claim was submitted to [redacted] for processing.
6/**/13                  Automated Process – Received a denial (1) from [redacted]. “Charge Exceeds the fee schedule/maximum allowable or contracted”
 
12/**/13                Automated Process - Statement requesting $1500.00 from the Patient.
1/**/14                  Automated Process - Statement requesting $1500.00 from the Patient.
2/**/14                  Automated Process - Statement requesting $1500.00 from the Patient.
3/*/14                   Patient Billing file sent to Collection Agency as per the billing process.
 
3/**/14                 PKI Billing Agent spoke with the insurance company representative ([redacted]) and resent the claim with the contracted cpt code of [redacted]
3/**/14                 PKI Billing Agent spoke with insurance company ([redacted]) and was told that the corrected claim was received and is pending medical records.
                              Medical records were requested from the provider and placed the patient account on hold with the collection agency.
 
4/*/14                   Automated Process- Received a denial (2) from [redacted]. [redacted] Denial posted to the patients account.
 
5/*/14                  Verinata ‘Patient Access’ program applied. PKI Billing Adjusted  -$1300.00  off the patients account balance. New Balance $200.00.
5/*/14                  PKI Received a call from insurance ([redacted]). She states that the claim was denied due to the cpt code.
                                   PKI informed her that there was a corrected claim sent and we are currently awaiting medical records from the Provider to send in an appeal.
                                   [redacted] said she will call the patient and have them contact the providers office to have the medical records sent.
        PKI put account 60 day hold with the collection agency.  
5/**/14                 PKI Billing received the patient’s medical records and sent the records to the insurance company with a corrected claim, lab report and test description letter.
                                   PKI awaiting payment from Insurance Company or Patient.
 
5/20/14                 PKI Labs received notification that there was an open complaint filed with the Revdex.com.
 
PerkinElmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.
 
I do appreciate your understanding and patience as we investigated the details of this situation.
 
We are still diligently working on this resolution to acquire payment for our services.
 
I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.
 
Thank you
 
[redacted]

We have reviewed the complaint and the account. There were multiple issues with insurance and also our follow up with the insurance carrier. We have written off the charge due to these multiple issues with the insurance carrier and are not holding the patient responsible for the balance. We have...

reached out to the patient via phone to explain our resolution. We have left messages with no return call. This matter and balance is closed with our company. 
Complaint # [redacted]
Thank you