ABS Paint & Body, Inc.

Initial Business Response /* (1000, 5, 2016/06/13) */
Contact Name and Title: Lisa M***
Contact Phone: XXXXXXXXXX
Contact Email: ***@Solstas.com
In review of the claim with the insurance carrier, *** it has been confirmed the patient responsibility for balance billing is accurate
Per the insurance carrier, *** the patient's HRA would not have processed this claim / payment due to being denied for medical necessity*** also stated the Patient would have been in receipt of an EOB ( explanation of benefits) that would have stated this informationThe labs billing process also takes this into consideration, as we hold the carriers ( *** balance billing to the patient for days to allow any HRA payments to be processedIn this case, they did not issue any payment and the patient owes the balance

Initial Business Response /* (1000, 5, 2016/02/17) */
Revdex.com Case # ____________XXXXXXXX________________
Date Received _________02/17/2016________________
Date Response Due _____________________
Complaint Filed By ______*** ***_______________
Patient Name _ ____***
***_____________________
Patient Accession Number_______SDEXXXXXX & SDEXXXXXX_________
Case Description (copy and paste from original complaint)
High medical bills on my credit report, Solstas refuses to provide any details
In Feb I applied for credit and was deniedI requested my free credit report and was shocked to learn that two bills from Solstas Lab Partners were present on the reportOne bill was for 1'282$, the other 196$I have no knowledge of ever using Solstas nor have I received any bills, or other communications from themI called their billing phone numberHowever, the agent I spoke to refused to give me any details of the alleged debtsaying that it was too old, no documentation could be providedI asked her to mail this information but she said it was not possibleShe said I could pay it in full, but she couldn't give me any information or a list of the charges, is this considered reasonable? I am currently unemployed, she also said no payment plan could be provided, only full payment
Case Research and Documentation including attachments (if any)
Mr*** *** had labs performed by Solstas Lab Partners on September 16, and October 29, ordered by Dr*** W ***Mr***'s lab charges for September 16, were $for invoice number SDEXXXXXX and charges for October 29, were $for invoice number SDEXXXXXXWith no insurance information provided, Solstas billed Mr*** directly for both dates of services for the total billing cycle of daysWe were given a mailing address of *** *** *** *** ** XXXXX for Mr*** in which all statements were mailed to for paymentCurrently both accounts are with *** agency and have been charged off as bad debt with Solstas due to failure of payment
Resolution
After additional research it is determined that the Mr*** is responsible for services rendered on September 16, in the amount of $ and October 29, in the amount of $ An itemized statement of charges will be mailed to Mr*** todayAny payment arrangements that Mr*** is seeking to settle this debt will need to be made with *** Agency
Initial Consumer Rebuttal /* (3000, 9, 2016/02/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a bill from your companyI checked my records where I file all bills and its not thereCan you provide proof of delivery? This is NOT a refusal to pay, if I in fact owe this debt I will pay itI just want verification, which it appears you are now willing to provideHowever, I will not deal with a collection agency, I will pay Solstas directly as advised by my attorneyI would like to know what medical information was provided to ***, the name of the person who provided it and the procedure used to provide it to insure HIPAA regulations were followed
Final Business Response /* (4000, 11, 2016/02/23) */
Revdex.com Case # ____________XXXXXXXX________________
Date Received _________02/17/2016________________
Date Response Due _____________________
Complaint Filed By ______*** ***_______________
Patient Name _ ____*** ***_____________________
Patient Accession Number_______SDEXXXXXX & SDEXXXXXX_________
Case Description (copy and paste from original complaint)
High medical bills on my credit report, Solstas refuses to provide any details
In Feb I applied for credit and was deniedI requested my free credit report and was shocked to learn that two bills from Solstas Lab Partners were present on the reportOne bill was for 1'282$, the other 196$I have no knowledge of ever using Solstas nor have I received any bills, or other communications from themI called their billing phone numberHowever, the agent I spoke to refused to give me any details of the alleged debtsaying that it was too old, no documentation could be providedI asked her to mail this information but she said it was not possibleShe said I could pay it in full, but she couldn't give me any information or a list of the charges, is this considered reasonable? I am currently unemployed, she also said no payment plan could be provided, only full payment
Case Research and Documentation including attachments (if any)
Mr*** *** had labs performed by Solstas Lab Partners on September 16, and October 29, ordered by Dr*** * ***Mr***'s lab charges for September 16, were $for invoice number *** and charges for October 29, were $for invoice number ***With no insurance information provided, Solstas billed Mr*** directly for both dates of services for the total billing cycle of daysWe were given a mailing address of *** *** *** *** ** *** for Mr*** in which all statements were mailed to for paymentCurrently both accounts are with *** *** agency and have been charged off as bad debt with Solstas due to failure of payment
Resolution
After additional research it is determined that the Mr*** is responsible for services rendered on September 16, in the amount of $ and October 29, in the amount of $ An itemized statement of charges will be mailed to Mr*** todayAny payment arrangements that Mr*** is seeking to settle this debt will need to be made with *** *** *** Standard company policy and procedure were followed in respect to release of patient information

Initial Business Response /* (1000, 6, 2015/12/10) */
Contact Name and Title: Christina R*** Team Le
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@solstas.com
Revdex.com Case # ______XXXXXXXX______________________
Date Received _____12/10/2015____________________
Date Response Due
_____________________
Complaint Filed By ______*** ***________________
Patient Name ____*** ***______________________
Patient Accession Number_PXXXXXXXX________________
Case Description (copy and paste from original complaint)
I have been in collection for years for $of no mistake of my own efforts to have them correct this has fallen on deaf ears
I am a *** who has been in collections for years by Solstas due to their collection agents and their negligence, this has resulted in me missing out on a car purchase due to the derogatory information they erroneously posted on my credit, I therefore settled for a car I could afford based on my credit at the time and even notified my insurance but since my need for a car was immediate could not wait to have this resolved first I am therefore also paying way more interest rate than I should because the same derogatory information on my credit*** has made multiple attempts to inform them of the same and still they continue to post derogatory information on my creditAt these points they are not only are obliged to remove the derogatory information but also compensate me for the pain and suffering and the damages I have incurred due to this erroneous information
I also personally called their collection company and informed a gentleman in their offices of the same but no one seems to car
Case Research and Documentation including attachments (if any)
Ms*** *** had labs ordered by *** *** *** *** on November 14, that were performed by SolstasA claim for these laboratory services in the amount of $ was billed to Ms***'s policy with *** *** for payment on November 23, *** *** denied claim as patient's responsibility and Solstas sent its initial balance due bill in the amount of $to Ms*** on January 17, Multiple notices for payment and phone calls were made to Ms*** in regards to balance dueApril 3, Ms*** advised a customer service representative with Solstas that her *** *** was supposed to pay this bill in 2012, and she would follow up with them in regards to that paymentSeptember 25, *** *** reprocessed and made payment in full for Ms***'s lab services for November 14, that were initially deniedDue to the age of this bill, the invoice had been archived off of the system, causing the insurance payment to post on an internal error reportTherefore collections hadn't been notified
Resolution
After additional research on Mrs***'s account Solstas has notified *** *** *** to close this account and mail a letter of closure to Ms*** per payment received from *** *** for her services rendered
Date Completed______12/10/2015_______________
Date Response sent to Revdex.com___12/10/2015_____________________

Initial Business Response /* (1000, 6, 2015/09/22) */
Case Research and Documentation including attachments (if any)
February 5, Mrs*** *** had labs ordered by *** ** *** ** that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s
*** insurance company *** in the amount of $ *** paid $ towards this claim on 02/20/and left Mrs*** responsible for $as her cost shareSolstas billed Mrs*** the amount due of $ from February through June Mrs*** was also contacted via our automated calling system on weekly basis from May 8, through June 9, in regards to the balance dueMrs***'s balance due of $was sent to *** *** *** on 06/16/and is currently with *** collection AgencyAttached is a copy of the Laboratory order received from Mrs***'s physician, the Explanation of Benefits from *** for the services rendered and a copy of the patient's invoice history prior to collections
Resolution
After additional research on Mrs***'s account it is determined that the balance due of $is correct per the Explanation of Benefits received from her insurance companyLaboratory work for Mrs*** was coded as her annual physical by the ordering physicianMrs*** will need to contact her Aetna directly in regards to the cost share they've left her responsible for on this particular claimA copy of all supporting documentation will be attached and sent back with the complaint for review
Date Completed_______09/22/2015______________
Date Response sent to Revdex.com______09/22/2015__________________
Initial Consumer Rebuttal /* (3000, 9, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern,
I have (1) spoke with *** insurance company on 9/23/and reviewed the claim details online; (2) reviewed supporting documentation provided/uploaded (on 9/22/2015) by Solstas Lab Partners ***; and (3) verified phone call history records from my *** online account for the period May 8, through June 9, It clearly shows that Aetna WAS RESPONSIBLE for the balance due of $on this particular claim, and also the error from Solstas Lab Partners ***, who contacted me via the WRONG address and/or phone number which were different from my current address/phone on file and/or on the Explanation of BenefitsThese errors from Solstas Lab Partners *** and/or *** had never got to my attention in any way
In summary - On 9/23/2015: *** confirmed that the balance due of $for the service of VITAMIN D, HYDROXY test on 02/55/should have been covered 100% by my healthcare plan and was *** responsibilityIt had been done correctly for the past services since and the most recent service in April, 2015; except for this particular claimAlso, in regarding to debt collection initiated by Solstas Lab Partners, *** representative mentioned to me that Solstas Lab Partners *** should have reworked with *** to resolve the balance, but should NOT send to the debt collection AgencyOn 9/25/2015, I verified from claims online that *** has successfully reprocessed the claim and paid the total balance to Solstas Lab Partners
Solstas Lab Partners *** should have access to all claims details and related information that I mentioned above from my recent researchIf additional information needed from me, I'm more than happy to provide to support my innocence
The bottom-line, I'm totally a victim in this particular caseThose errors caused by Solstas Lab Partners *** and/or *** had never get to my attention and I had never been aware of itHowever, Solstas Lab Partners has falsely put me on debt collection and reported to a credit reporting agency without disclosing the dispute to me has caused a huge damage to my credit scores and put my life at riskI'm only satisfied if Solstas Lab Partners should (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writingPlease advise
Final Consumer Response /* (3000, 20, 2015/12/09) */
From: *** *** & *** *** ***
Sent: Tuesday, December 08, XXXX X:XX AM
To: *** ***
Cc: ***@uspto.gov; ***@usps.gov
Subject: Re: Case # XXXXXXXX: Solstas Lab Partners ***, LLC
Dear Mr***
I am writing to you to request your assistance to revisit the matterFor about two (2) month, I have been continually work on the case on my own by contacting other parties with hope to close out the matterThe result is unsuccessfulPlease find below the current information I have regarding the case:
a) The payment from my insurance company is completed almost two (2) months ago
b) I have NOT received the collection cancellation letter as promised within days (by Solstas Lab Partners)
c) The account has NOT been removed from collection reporting
d) The *** *** *** *** *** record show the balance has NOT been paid or updated (i.eattachment #1)
I called *** a few times to verify the status, and the last time I called on 2nd December, (i.eattachment #2), *** confirmed the balance of $is NOT paid or updated*** also confirmed they didn't report to any credit reporting agency for such a small amount unpaid balance; but the Solstas Lab Partners did through collection agency *** * ***
e) My credit report still shows collection that has NOT been paid or updated
Please assist as soon as possibleYour time and consideration is greatly appreciated
Best Regards,
*** ***
Enclosed: Attachment #- ***
Attachment #- ***
Final Business Response /* (4000, 22, 2015/12/15) */
Revdex.com Case # __________XXXXXXXX__________________
Date Received _________12/10/2015________________
Date Response Due _____________________
Complaint Filed By _______*** ***_______________
Patient Name ___*** ***_______________________
Patient Accession Number___NXXXXXXXXX______________
Case Description (copy and paste from original complaint)
Solstas has falsely billed me the amount of $27, put me on debt collection, reported to a credit reporting agency without disclosing the dispute to me
Solstas Lab Partners has wrongly billed me the amount of $for a routine blood test service (service date: 14th June 2014) that was submitted by my doctor office and covered 100% by my employer healthcare provided by *** (FEDERAL EMPLOYEES HEALTH BENEFITS PROGRAM (FEHBP))Recently, I have also learned that Solstas Lab Partners has falsely put me on debt collection through collection agency *** * *** (XXX-XXX-XXXX) and reported to a credit reporting agency (in August 2014) without disclosing the dispute to me as shown from my recent credit history report (enclosed)
As a result of my annual physical checkup on the 14th June 2014, my physician submitted a blood sample to Solstas Lab Partners for analysisAll preventative care charges including laboratory services were covered 100% (with no reasonable and customary stipulations) by my employer healthcare provided by AetnaSince then, I didn't receive any bill or letter from Solstas Lab Partners that notified or explained clearly to me that I would be obligated to pay the amount of $for this service until recently (after year from service date which was 14th June 2014) when I learned my credit score dropped tremendously
This careless error from Solstas Lab Partners has caused a huge damage to my credit scores that I used to always have above and now it has dropped to below recently
I strongly demand Solstas Lab Partners immediately (1) resolve this issue, (2) correct with debt collection agency (3) as well as credit reporting agency, (4) and confirm in writing
If this careless action from Solstas Lab Partners should not be resolved immediately, I may have to further look for assistance from a lawyer for any possible damages as well as from major news media for the investigation to make others be aware of this and to help prevent something like this to happen again
Case Research and Documentation including attachments (if any)
February 5, Mrs*** *** had labs ordered by *** ** *** MD that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s *** insurance company *** in the amount of $ *** paid $ towards this claim on 02/20/and left Mrs*** responsible for $as her cost shareSolstas billed Mrs*** the amount due of $ at a mailing address of XXXXX *** *** Centerville, VA XXXXX as provided by her referring physician office from February through June Mrs*** also had lab work performed by Solstas on April 30, in which the same mailing address was provided for her by her physician officeSolstas has not received any of the invoices back as were undeliverable by the postal serviceMrs*** was also contacted via our automated calling system on weekly basis from May 8, through June 9, in regards to the balance dueMrs***'s balance due of $was sent to *** *** *** on 06/16/and is currently with *** collection Agency*** website does indicate this claim reprocessed on Sept 24, and payment will be coming to Solstas from them in the amount due of $ Attached is a copy of the Laboratory order received from Mrs***'s physician with the mailing address provided for her bills, the Explanation of Benefits from *** for the services rendered and a copy of the patient's invoice history prior to collectionsAfter additional research on Mrs***'s account it is determined that the balance due of $we do see that *** payment in the amount of $is in routeSolstas notified collections to close this account and have a letter of closure mailed to Mrs*** by the collection agency on 09/29/
Resolution
A Solstas representative called and spoke with *** at *** *** *** *** *** on December 12, and was advised that this account would be closed and removed from Mrs***'s credit report*** at *** also states she will mail Mrs*** a letter of closure
Date Completed________12/15/2015_____________
Date Response sent to Revdex.com____12/15/XXXXX____________________

We have reviewed the issue reported by Mr*** for the following accessions *** and ***. This should not have been submitted to collections, per this was our error. Mr***'s labs are consistently coming over with the incorrect insurance address. We do not keep
patient information on file, so this is not something that we would compare each time. However, I was able to see some of his paid invoices that have not dropped off of the system yet. Mr*** did in fact send us several letters indicating that we should file his insurance correctly or provide the insurance denial. He did not provide us with his insurance information on the first couple of letters and this is where we made our error. When the letters were received, we should have looked to see if there were any bills for him still sitting in the system that were paid by insurance. At that time we would have seen that the insurance address was different on the paid bills. The correction could have been made and corrected claims submitted to insurance. We don't always have other paid bills in the system because they fall off after a certain amount of time, however, in this case we did and this issue has been addressed.A call was made to Mr*** to apologize for this issue and the inconvenience that it caused him. We would also like to try to figure out how we are receiving the incorrect address each time so this can be corrected moving forward. He was not available and a voicemail was left requesting a call back. These two accessions have been cancelled with the collection agency and a letter was mailed to Mr*** advising him of this. This issue could have been easily avoided by following the proper procedures that we have in place for correspondence received. This was addressed with the representatives that worked the correspondence and they were made aware of the problems this caused the patient as a result. We will attempt to reach out to Mr*** again to ensure that he is happy with the resolution and that has received the letters from the collection agency

Initial Business Response /* (1000, 6, 2016/10/06) */
Contact Name and Title: Ron D*** Sr Supervisor
Contact Phone: ***
Contact Email: ***@questdiagnostics.com
After review, and in speaking with the insurance carrier directly stated they received the corrected claim and
reprocessed it and patient total responsibility was confirmed to be only $This has been communicated to the patient on 10/and the patient's mother paid the claim in full of $Patient file has been updated accordingly

Initial Business Response /* (1000, 6, 2016/09/20) */
Contact Name and Title: Lisa - Billing Mgr
Contact Phone: ***
Contact Email: ***@Questdiagnostics.com
After review, it has been found the patient presented a lab requisition requesting to bill the clientWe experienced an
internal error resulting in the patient receiving the invoice and can confidently reply, this is no longer a concernAttempted to contact the patient via telephone number listed, but received an incorrect number message (***)This has been communicated to both our outside collection agency (***)and they will cease any reporting to the credit bureausIf we can have an updated address, we will send a letter for the patients records
Thank you -
Initial Consumer Rebuttal /* (3000, 8, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was promptly contacted by the businessThey admitted that the charge was incorrectI was told that the collection company would be notified, and I would not receive any more notices
However, I was also told that I would receive a letter stating that the charge was erroneous and that it would be cancelledI was also told that it would be removed from my credit reportI have yet to receive a letter, and the collection is still on my credit report
Final Business Response /* (4000, 10, 2016/10/06) */
After reviewing this it was confirmed that a letter was mailed out to the patient by the agencyHowever, phone# of (***) when dialed receive automated message that number is invalidTherefore I reached out to patient via -email address and was successful and explained address/phone# was unable to reach confirmed address and phone# with patientAdvised I would reach out to Agency for the letter and will resend it via secured confidential email which patient would need to retrieve with security passwordWe received confirmation that patient has received the secured letter on today 10/

Initial Business Response /* (1000, 6, 2016/09/26) */
Contact Name and Title: Lisa M***
Contact Phone: ***
Contact Email: ***@***.com
A payment for $was received on 3/11/The account number listed on the check received was A*** The payment was
posted to account A***on 3/11/
A payment for $was received on 5/2/The account number listed on the check received was A*** The payment was posted to account A***on 5/2/On 5/10/16, the overpayment on the account $was refunded to the patient, due to we found the incorrect account number had been providedthe correct acct number is *** (this is for ***)
On 6/6, the patient called and we were unable to update a statusFurther review has found we failed to complete the refund process and still owe the patient $which has been completed prompted by this Revdex.com complaintI have reached out to the patient via *** and left a voicemail message for return call and apologyOur practice is not have a patient frustrated by lack of internal processesWe appreciate the patients patience and gladly report this is now resolved
Initial Consumer Rebuttal /* (2000, 8, 2016/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/04/11) */
Revdex.com Case # _______***_____________________
Date Received ___04/06/2016______________________
Date Response Due _____________________
Complaint Filed By _______*** ***______________
Patient Name _______***
***______________
Patient Accession Number___***_____________
Case Description (copy and paste from original complaint)
I actually received bill notices and then no additional notices or calls despite their claim of billing and calling me many times
I received a bill from them sometime back in 2014; it was for $for blood work, which is way higher than I normally pay for those testsI attempted to get in contact with someone regarding that, and a rep said they'll send to my insurance againI never heard a thing after that, so I assumed the insurance ended up covering itTwo years later, I check my credit because I'm wanting to purchase a car soon, and I see THREE different collection accounts for the same thing equaling up to over $in collection on my credit for this balanceI called the billing center for Solstas, and the girl reads off my account that they called me many times and billed me many times (she read off the dates and everything)She says she also contacted my dad apparently who told her he was not the responsible party and to get in touch with meWhile my address has changed mid-2015, my phone number has notI had my old address forwarded to my new address, and I STILL had not heard anythingNot one call, not one bill since the one I called about back in Trust me, I would have paid my bill after I knew for sure insurance wouldn't cover it
Now when I called the girl today, I went ahead and paid the $just to get it done withI asked her what she could do about the collections because this $thing has badly affected my creditThe agent said the collection accounts will be removed within days, and that was all she could do since they supposedly contacted me so many times
Case Research and Documentation including attachments (if any)
Ms*** *** had lab testing ordered by *** on March 20, that were tested by Solstas Lab PartnersMs***'s lab testing for March 20, billed on invoice number *** in the amount of $*** provided an address of *** Birmingham, AL for Ms*** which was used for billing of this date of serviceJune 17, Solstas Lab Partners received a call from Ms***'s father stating *** Birmingham, AL was not the correct mailing address for her after multiple statements had been mailed to this addressThe patients father did not provide us with his daughters current addressSolstas placed Ms***'s invoice in a bad address status per the information received from her fartherIn an attempt to collect payment on this invoice our bad address search located an address of *** W Semme, AL and also *** Harvest, AL 35749associated with Ms***Solstas billing statements were sent to these addresses returned also as bad address for Ms***Solstas initiated automated calls in an attempt to reach Ms*** at *** which yielded no resultMs*** also had labs ordered by *** on February 2, which were tested by SolstasInvoice number *** Ms***'s February 2, has a balance due of $which has had the same address issues and currently in collections for that amount dueSystem search has an address for her now listed as *** Laurel, MD after multiple bad address notifications
Resolution
Solstas received payment directly from Ms*** for invoice number *** on April 6, Collections were notified of payment received by her on April 6, to have account closed
Date Completed_________04/11/2016____________
Date Response sent to Revdex.com_______04/11/2016_________________

Initial Business Response /* (1000, 5, 2016/04/11) */
Revdex.com Case # ______________***______________
Date Received _____04/08/2016____________________
Date Response Due _____________________
Complaint Filed By _*** ***______________
Patient Name *** ***_____________________
Patient
Accession Number__***_____________
Case Description (copy and paste from original complaint)
Was making payments still got sent to collections
I was placed on a payment plan for account past dueI had been making monthly payments, most times more then the minimum amountThe have sent the account into collectionsI called on April to find out whyThe lady told me she could see I was making paymentsI asked why then was the account sent to collectionsShe said because the due date was the second and the payments were received after the factThis is incorrectI have a statement showing the due date of march She said looked like the computer had kicked it out and if I called the collection agency they would accept full payment and would not go on my credit reportWhy should I do this when I'm agreeing to what they had orginally offered me?
Case Research and Documentation including attachments (if any)
Ms*** *** had labs ordered by *** on April 14, which were tested by Solstas Lab PartnersApril 25, Soltas submitted a claim to Ms***'s policy with *** in the amount of $for the services renderedMs*** was left with a balance due of $that applied to her deductible per *** and billed to her on invoice number *** May 19, On September 2, Ms*** which had already paid $towards her $balance due via a previous payment plan which had been broken, contacted a Customer Service Representative at Solstas to have the remaining balance set up on another monthly payment planMs***'s balance due at the time of call $This balance was set up on monthly installments of $per month for a total of monthsOctober 27th Solstas received a $payment, November 24th $18.41, December 9th $18.41, February 19th $20.00, and February 23rd $Ms*** failed to make her January installment in the amount of $18.41, which broker her payment planThe balance due of $went to collections on 03/06/after Ms***'s payment plan was brokenSolstas received a payment of $on April 7, for Ms***'s invoice which now leaves a balance due of $
Resolution
After additional research it is determined that Ms*** is responsible for the balance due of $on invoice number *** for her services renderedMs*** failed to comply with monthly installment requirements for the payment plan established for her invoice number *** by missing her January paymentTo insure all payments that posted were applied as they were sent, we've pulled a copy of Ms***'s check # *** which was dated February 5, in the amount of $Payment can be made to the collection agency directly, or to SolstasIn the event Ms*** makes her payment to Solstas, the collections agency will be notified the account has a zero balance
Date Completed_______04/11/2016______________
Date Response sent to Revdex.com_____04/11/___________________
Initial Consumer Rebuttal /* (3000, 8, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and their rep even said I can see where you have been making paymentsI'm not sure why this happenedLooks b like your due date was this date we received payment days laterThis is incorrectThe date she gave me was nor the date on my invoiceSounds like a computer errorEven the rep said that tomeListen to the call
Final Business Response /* (4000, 10, 2016/04/13) */
Ms***'s check number *** was dated 02/05/and mailed inThe due date for her January installment was 02/05/Allowing time for the check to be mailed and applied to her invoice exceeded the due date, therefore her payment plan broke

Mr*** had accessions (*** & ***)for date of service 01/18/2017. Insurance card was provided and sent with the requisitions but they were stamped with Payment Received incorrectly. Mr*** called with the corrected insurance information on 5/18/and the
representative stated if the insurance paid the claim that he would be refunded. However, we dropped the ball here and it did not go out to the insurance because the amount was not corrected so that the system would send a claim. Mrand Mrs*** called in 5/24/and 5/26/to check status and verify the claim was in fact refiled. The representative gave incorrect information both times. A *** *** *** *** *** called 6/26/requesting the refund for the patient. It was at this time that we realized the claim actually did not go out and was sent to insurance on 6/27/17. On 7/26/Mrs*** called again to inquire on the refund, which had not been issued yet. The EOB was reviewed and the patient owed $and was due a refund of $300.43. The representative explained this would be sent once the remaining adjustments were madeMrs*** then called back 8/to check status and a request for a refund check was sent for $300.43. She spoke to management and understandably was very upset that this had not already been completed and received. There was no check# at that time to provide he. When she still had not received the check on 8/she called back and requested management. Management reviewed the issue and contacted her back on 8/to let her know that since the check had not been sent yet we had refunded her credit card on 8/for the full amount of her transaction $As of 8/management had spoken to Mrs*** several times and credit for credit card had not been received. We verified with our vendor that the funds had been released back to the credit card company on 8/8. It was determined that it was a possibility the funds were in limbo because she had a current dispute with her credit card company over this charge. Management decided to overnight her a check through FedEx and this was sent and Mrs*** received it on 8/15. She told us that she would let us know once the $posted to her credit card so that it could be returnedThere are many issues with this situation that management has been reviewing to find out what happened and addressing with the employees that gave incorrect information. This is not an experience we want our patients to have with our company and have apologized profusely to Mrs*** for all of her inconvenience in this matter. This is being used as a training opportunity for our representatives so that no other patients have the same issues and problems

Initial Business Response /* (1000, 6, 2016/10/10) */
Laboratory practice that stool specimens that are received for testing for any organism that is a causative agent of diarrhea, including Cdifficile, should only be tested if the stool specimen is not "formed"If the stool specimen is
"formed", then it is not considered to be an acceptable specimen for any diarrhea work-upPerforming testing on the "formed" stool specimens has been shown to increase the risk of "positives" (i.e., resulting the tests as "Positive" when the patient is truly negative)
Upon review of the orders received, the specimens received for testing were appropriately reviewed and validated for testing per established laboratory protocols
Correlation of clinical results and patient symptoms are for clinical providers to assess, for additional testing as necessary, and allow clinicians to request testing on formed stools, if they deem it to be clinically necessary

We have reviewed Mr***'s accession *** for date of service 02/09/and found the following. We filed his insurance 2/13/"*** *** ***". When Mr*** called in 5/and 9/both reps gave incorrect information saying that we never received a response
from his insurance. The reps did not review the notes on 3/and 6/saying that we received correspondence from his insurance company. We filed the claim for the first time on 2/and received a letter dated 2/stating "we are unable to reprice this claim because this group *** terminated with *** Repricing on 12/31/11." This letter came from the *** Repricing Department.When he called us 5/the rep failed to review the correspondence and told Mr*** that we received no response. She filed the claim again that day.Mr*** called in again 9/and the rep failed to review the correspondence. She explained that we still had no response, however, we actually received another letter from the insurance dated 6/saying the exact same thing they told us on 2/21. This rep filed the claim again and for whatever reason they let this one through. The claim was processed on 9/27 and we received the EOB yesterday which posted today. Nothing was different on this claim so I am not sure why the Repricing Department let this one through but hopefully the previous issue was resolved.I attempted to reach out to Mr*** but the phone# that we have is to a business that was not familiar with his name. I would be more than happy to send him the letters that we received if he would reach out to me *** Kandis R***. I do apologize for the reps that did not review the accession well enough to notice that we did not receive an EOB but the insurance mailed us letters. This has been addressed with both of the reps that spoke with him

The patient’s spouse, Amy, called in 12/29/and spoke to Michelle about *** and that her HSA card had been charged $128.00. Michelle did not see a payment of this amount on the accession and requested she fax the info to her. The patient’s name was spelled incorrectly, which
may have hindered her finding the correct accession and later on we found that the date of birth was also incorrect. Mrs*** called back in on 1/5/and there are notes that she spoke to Kim on ***, the correct accession, and inquired about not hearing back from the previous rep. No info had been received on our end. Mrs*** found out at this time that this accession had not been filed. It had come back from an eligibility check that the patient had no coverage. This was more than likely due to the name and dob discrepancy. The rep should have verified eligibility at this point and filed the claim but did not. The EOB that the Mrs*** faxed over was for the *** 4/4/date of service. We attempted to explain that this was a different bill. The rep requested the 8/4/date of service for ***. Mrs*** called back on 1//and ended up speaking to Tekisha. Tekisha did verify that we had her dob instead of the patient’s and updated this. She was able to verify eligibility and set up the refund to their HSA card. After the refund was corrected in our system she was able to file the claim on 2/1/17. We received an email from the patient on 2/7/inquiring as to why refund had not been received. We responded that it was done on 1/26/and gave the confirmation# as well as the last of the card that it was issued to. I called and spoke to Mrs*** today and apologized for her inconvenience and she did say that the refund did finally show on her card on 2/12/17. I apologized for the time it took but did explain the date we did it and that when it shows on the credit card end depends on how long the credit card company takes to show this. I told her to please call me if she has any other issues and, per her request, sent her a new invoice with the corrected balance of $owed after insurance processed the claim on 2/13/

In reviewing Mrs***'s bill (***), I don't see that Solstas has filed the claim incorrectly. We filed the claim to *** on 10/11/2017 with the coding that the doctor's office providedWe received the following denial "PER ***,NON-COVERED SERVICES.DEEMED NOT
MEDICALLY" for the "HEMOGLOBIN A1C". We then filed to the patient's secondary insurance *** and they denied because *** denied. We were then provided with updated diagnosis codes from the doctor’s office on 11/15/and this was updated and refiled to ***. We ended up receiving a “Frequency” denial from *** and *** denied again per *** denial. Mrs*** signed an Advance Beneficiary Notice prior to the testing that explained this test could be “denied as too frequent”. I called Mrs. *** to explain all of the above and she said that Monday 2/5/she received a letter of medical necessity from the doctor. The letter explains why she needed to have this test done outside of the frequency guidlelines. She said that she is sending this to *** with a letter of appeal tomorrow and has everything she needs. She said that if they still won’t pay that she will call back to set up payment arrangements for the $49.00. I told her that she is not set to be billed again until 3/13/and if she called prior to that date to set up arrangements, that would be fine. Patient was happy with the explanation and outcome for this bill

The day after I submitted the complaint, I called *** *** to see if anything from Solstas Lab was showing up yet since it was supposed to have been filed on 7/18/according to one person and 7/19/by another*** *** said it's not showing up and it needed to be submitted to themThis is
for the $amount that Solstas Lab said they submitted to *** *** in July*** *** called Solstas Lab up immediately on the phone and conferenced me in and told them to resubmit that claimThe representative from Solstas Lab resubmitted it while *** *** had her on the phone and days later the claim is paid 100%They refused to resubmit it when I called them, just kept insisting I had to wait on *** *** daysThey also have told me again they have sent me an invoice to make payments on the $claim and all I received another letter again dated 8/15/saying we have sent you an invoice to make a paymentI keep calling them and telling them I keep getting the same letter and no invoiceI paid the first payment over the phoneThis claim is still not resolved until I received an invoice to make the rest of the paymentsWhen my drs office gets the info to them to resubmit the $claim to *** ***, I'll be starting this whole process over againLast time, for the $384.00, they kept telling me they hadn't received the fax from my dr and the dr's office said it had been sent times alreadyFinally, one representative admitted she found the faxSo the case will not be resolved until my drs office sends them the claim for the $to submit to *** *** and they properly submit it

We have researched the issue that Mr*** provided. The following are the details of the invoice ***.Lab services were rendered on 10/10/and the claim was filed to *** on 10/19/17. *** sent their response and it was received 11/03/17. They denied of the
tests that totaled $and Mr*** was billed per an ABN was signed. We sent invoices and on 2/6/we received a letter from Mr***. It was noted in the system that he had filed an appeal with *** on 2/1/and he provided a current address. We then received a letter from *** requesting the lab report and records on 2/13/and this was sent out to them. This went to collections on 3/26/as our system is only set up to send out invoices prior to collections and we can only hold bills for days at a time. Mr***'s letter was received on 2/6, ***'s request for additional information came on 2/and we received payment from *** from the appeal on 3/30. The collection agency was notified on the next business day 4/and the current balance is $and is currently being closed with the agency. This was not reported to the credit bureau and will not be as long as the $balance is paid in full. I am reaching out to Mr*** first thing in the morning to explain that we received the payment from *** on 3/and will not require any proof of payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Initial Business Response /* (1000, 5, 2015/10/13) */
Revdex.com Case # _______XXXXXXXX_____________________
Date Received ____10/13/2015_____________________
Date Response Due _____________________
Complaint Filed By _____Mr*** ***_________________
Patient Name __*** *
***________________________
Patient Accession Number_____NXXXXXXXXX____________
Case Description (copy and paste from original complaint)
I paid my balance weeks ago; I get notice that if I don't pay that it will get turned over to collectionsNot satisfied with resolution when I call
I had a blood test performed with my local doctor's officeA bill was sent by Solstas concerning what I owedI tried to pay this bill online, but wasn't allowed toI tried to pay this bill over the phone, via automated system, which I wasn't allowed toI called on September 16, at 9:52am eastern time, and was able to pay the $bill over the phoneI received a confirmation number of XXXXXXXXXAccount number is ***
Nearly three weeks later, I receive a nasty letter from Solstas saying that the payment hadn't been received and that it was about to be turned over to a collections agencyI also had received my bank statements that day, to which I didn't see any charges go through on any of my cards
I call this morning (10/7) at 9:am eastern timeI'm told that there was an error in how the payment was processed and that it was being taken care ofI state that I wanted some form of receipt showing that I had paid this billMy rationale for this being that their payment systems stink and their own employees don't seem to know what's going on
The employee on the phone proceeds to talk over me and talk louder, saying that they don't do receiptsI want to speak to her supervisor, to which she tells me that her supervisor is the one doing the trace, etc, which makes no sense to me, and she's attempting to talk over my headI also stop her and tell her that I don't appreciate her talking at a louder voice, as I haven't raised my voice to her at this timeI'm put back on hold
Come back a few minutes later, and the same person tells me that something will be sent out in hoursI state further requests that I want this to me in three days and notarizedI do not want to take any chances of a slat this pointThe lady on the phone states that she cannot control the postal service's actionsI'm sitting there thinking that they could, via overnight or something like thatThey also have no one to notarize the billThe employee snottily adds, "I hope you have a blessed day." I never got to speak to the supervisor
I feel like I've been jerked around and my requests aren't being seriously handledYet Solstas feels it okay to threaten me with a collections agency and possible dinging of my credit for their own faulty systems and the way that they train their employees to handle payments and the likeAll over $You're going to come after me over $that I've already paid?!
I refuse to settle for the company's "terms" on this receiptI do not accept that you can treat me like garbage and then continue to treat me like garbage after you've discovered that the error was your own fault
Case Research and Documentation including attachments (if any)
*** * *** had labs performed June 30, by Solstas Lab PartnersSolstas billed Mr***'s policy with *** *** *** *** for the lab services on July 17, *** *** *** *** left him a balance of $for these services rendered which a statement for payment was issued to Mr*** on August 6, Mr*** called and spoke with a customer service representative on September 16, and made a payment for the amount due of $with a Master CardPayments are posted the next business dayOn 9/16/the representative requested that the payment be cancelled because she did not enter Mr***'s invoice number on the transactionThe representative failed to reenter the transactionSeptember 17, an additional statement for payment of the $was released to Mr***Solstas mailed Mr*** a pre collections letter on September 28, for the amount due of $Mr*** contacted Solstas's Patient Billing Department on October 7, and spoke with a representative in regards to the invoice for the balance due of $The Customer Service Representative (CSR) researched Mr***'s invoice and realized his payment which was made September 16, by MasterCard had not been applied to his invoiceA billing Supervisor was contacted at that time by the CSR and the balance was adjusted off at that time due to our internal errorA receipt was mailed to Mr*** by the billing Supervisor on October 7, after adjustment was applied and invoice reflected a zero balanceThere were no terms on the receipt that Solstas mailed to Mr*** dated 10/07/The receipt he is referring to is from the on line payment he made on 09/16/
Resolution
October 7, a billing Supervisor researched and made sure Mr***'s invoice was not sent to collections, or reflected negatively on his credit reportMr*** was mailed a zero balance letter for his records by the billing Supervisor on October 7,
Date Completed_______10/13/2015______________
Date Response sent to Revdex.com____10/13/2015____________________
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still request a signed and notarized statement, saying the account is settledSimply replying that checks were made after bullying me where payment had been made three weeks prior and dealing with a belligerent telephone agent is insufficient