The patient’s spouse, Amy, called in 12/29/and spoke to Michelle about [redacted] and that her HSA card had been charged $ 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 [redacted] called back in on 1/5/and there are notes that she spoke to Kim on [redacted] , the correct accession, and inquired about not hearing back from the previous rep No info had been received on our end Mrs [redacted] 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 [redacted] faxed over was for the [redacted] 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 [redacted] Mrs [redacted] 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/ 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 [redacted] today and apologized for her inconvenience and she did say that the refund did finally show on her card on 2/12/ 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/
Initial Business Response / [redacted] (1000, 6, 2015/09/22) */ Case Research and Documentation including attachments (if any) February 5, Mrs [redacted] had labs ordered by [redacted] that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s [redacted] insurance company [redacted] in the amount of $ [redacted] paid $ towards this claim on 02/20/and left Mrs [redacted] responsible for $as her cost shareSolstas billed Mrs [redacted] the amount due of $ from February through June Mrs [redacted] 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 [redacted] on 06/16/and is currently with [redacted] collection AgencyAttached is a copy of the Laboratory order received from Mrs***'s physician, the Explanation of Benefits from [redacted] 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 [redacted] was coded as her annual physical by the ordering physicianMrs [redacted] 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 / [redacted] (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 [redacted] 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 [redacted] 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 [redacted] and/or [redacted] had never got to my attention in any way In summary - On 9/23/2015: [redacted] 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 [redacted] 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, [redacted] representative mentioned to me that Solstas Lab Partners [redacted] should have reworked with [redacted] to resolve the balance, but should NOT send to the debt collection AgencyOn 9/25/2015, I verified from claims online that [redacted] has successfully reprocessed the claim and paid the total balance to Solstas Lab Partners Solstas Lab Partners [redacted] 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 [redacted] and/or [redacted] 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 / [redacted] (3000, 20, 2015/12/09) */ From: [redacted] & [redacted] Sent: Tuesday, December 08, XXXX X:XX AM To: [redacted] Cc: [redacted] @uspto.gov; [redacted] @usps.gov Subject: Re: Case # XXXXXXXX: Solstas Lab Partners ***, LLC Dear Mr [redacted] 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 [redacted] record show the balance has NOT been paid or updated (i.eattachment #1) I called [redacted] a few times to verify the status, and the last time I called on 2nd December, (i.eattachment #2), [redacted] confirmed the balance of $is NOT paid or updated [redacted] 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 [redacted] 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, [redacted] Enclosed: Attachment #- [redacted] Attachment #- [redacted] Final Business Response / [redacted] (4000, 22, 2015/12/15) */ Revdex.com Case # __________XXXXXXXX__________________ Date Received _________12/10/2015________________ Date Response Due _____________________ Complaint Filed By _______ [redacted] ***_______________ Patient Name ___ [redacted] ***_______________________ 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 [redacted] (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 [redacted] (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 [redacted] had labs ordered by [redacted] MD that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s [redacted] insurance company [redacted] in the amount of $ [redacted] paid $ towards this claim on 02/20/and left Mrs [redacted] responsible for $as her cost shareSolstas billed Mrs [redacted] the amount due of $ at a mailing address of XXXXX [redacted] Centerville, VA XXXXX as provided by her referring physician office from February through June Mrs [redacted] 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 [redacted] 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 [redacted] on 06/16/and is currently with [redacted] collection Agency [redacted] 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 [redacted] 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 [redacted] payment in the amount of $is in routeSolstas notified collections to close this account and have a letter of closure mailed to Mrs [redacted] by the collection agency on 09/29/ Resolution A Solstas representative called and spoke with [redacted] at [redacted] on December 12, and was advised that this account would be closed and removed from Mrs***'s credit report [redacted] at [redacted] also states she will mail Mrs [redacted] a letter of closure Date Completed________12/15/2015_____________ Date Response sent to Revdex.com____12/15/XXXXX____________________
Initial Business Response / [redacted] (1000, 6, 2016/09/20) */ Contact Name and Title: Lisa - Billing Mgr Contact Phone: [redacted] Contact Email: [redacted] @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 ( [redacted] )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 / [redacted] (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 / [redacted] (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 ( [redacted] ) 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/
Mr [redacted] had accessions ( [redacted] & [redacted] )for date of service 01/18/ Insurance card was provided and sent with the requisitions but they were stamped with Payment Received incorrectly Mr [redacted] 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 [redacted] 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 [redacted] 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/ On 7/26/Mrs [redacted] 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 $ The representative explained this would be sent once the remaining adjustments were madeMrs [redacted] then called back 8/to check status and a request for a refund check was sent for $ 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 [redacted] 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/ 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 [redacted] received it on 8/ 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 [redacted] 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 / [redacted] (1000, 5, 2015/10/13) */ Revdex.com Case # _______XXXXXXXX_____________________ Date Received ____10/13/2015_____________________ Date Response Due _____________________ Complaint Filed By _____Mr [redacted] ***_________________ Patient Name __ [redacted] * ***________________________ 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 [redacted] 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) [redacted] had labs performed June 30, by Solstas Lab PartnersSolstas billed Mr***'s policy with [redacted] for the lab services on July 17, [redacted] left him a balance of $for these services rendered which a statement for payment was issued to Mr [redacted] on August 6, Mr [redacted] 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 [redacted] a pre collections letter on September 28, for the amount due of $Mr [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 / [redacted] (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
In reviewing Mrs***'s bill ( [redacted] ), I don't see that Solstas has filed the claim incorrectly We filed the claim to [redacted] on 10/11/with the coding that the doctor's office providedWe received the following denial "PER [redacted] ,NON-COVERED SERVICES.DEEMED NOT MEDICALLY" for the "HEMOGLOBIN A1C" We then filed to the patient's secondary insurance [redacted] and they denied because [redacted] denied We were then provided with updated diagnosis codes from the doctor’s office on 11/15/and this was updated and refiled to [redacted] We ended up receiving a “Frequency” denial from [redacted] and [redacted] denied again per [redacted] denial Mrs [redacted] signed an Advance Beneficiary Notice prior to the testing that explained this test could be “denied as too frequent” I called Mrs [redacted] 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 [redacted] 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 $ 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
We have researched the issue that Mr [redacted] provided The following are the details of the invoice [redacted] .Lab services were rendered on 10/10/and the claim was filed to [redacted] on 10/19/ [redacted] sent their response and it was received 11/03/ They denied of the tests that totaled $and Mr [redacted] 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 [redacted] on 2/1/and he provided a current address We then received a letter from [redacted] 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, [redacted] 's request for additional information came on 2/and we received payment from [redacted] from the appeal on 3/ 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 [redacted] first thing in the morning to explain that we received the payment from [redacted] on 3/and will not require any proof of payment
Initial Business Response / [redacted] (1000, 6, 2015/12/10) */ Contact Name and Title: Christina R [redacted] Team Le Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @solstas.com Revdex.com Case # ______XXXXXXXX______________________ Date Received _____12/10/2015____________________ Date Response Due _____________________ Complaint Filed By ______ [redacted] ________________ Patient Name ____ [redacted] ______________________ 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 [redacted] 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 [redacted] 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 [redacted] had labs ordered by [redacted] on November 14, that were performed by SolstasA claim for these laboratory services in the amount of $ was billed to Ms [redacted] 's policy with [redacted] for payment on November 23, [redacted] denied claim as patient's responsibility and Solstas sent its initial balance due bill in the amount of $to Ms [redacted] on January 17, Multiple notices for payment and phone calls were made to Ms [redacted] in regards to balance dueApril 3, Ms [redacted] advised a customer service representative with Solstas that her [redacted] was supposed to pay this bill in 2012, and she would follow up with them in regards to that paymentSeptember 25, [redacted] reprocessed and made payment in full for Ms [redacted] '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 [redacted] 's account Solstas has notified [redacted] to close this account and mail a letter of closure to Ms [redacted] per payment received from [redacted] for her services rendered Date Completed______12/10/2015_______________ Date Response sent to Revdex.com___12/10/2015_____________________
The patient’s spouse, Amy, called in 12/29/and spoke to Michelle about [redacted] and that her HSA card had been charged $ 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 [redacted] called back in on 1/5/and there are notes that she spoke to Kim on [redacted] , the correct accession, and inquired about not hearing back from the previous rep No info had been received on our end Mrs [redacted] 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 [redacted] faxed over was for the [redacted] 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 [redacted] Mrs [redacted] 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/ 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 [redacted] today and apologized for her inconvenience and she did say that the refund did finally show on her card on 2/12/ 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/
Initial Business Response / [redacted] (1000, 6, 2015/09/22) */ Case Research and Documentation including attachments (if any) February 5, Mrs [redacted] had labs ordered by [redacted] that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s [redacted] insurance company [redacted] in the amount of $ [redacted] paid $ towards this claim on 02/20/and left Mrs [redacted] responsible for $as her cost shareSolstas billed Mrs [redacted] the amount due of $ from February through June Mrs [redacted] 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 [redacted] on 06/16/and is currently with [redacted] collection AgencyAttached is a copy of the Laboratory order received from Mrs***'s physician, the Explanation of Benefits from [redacted] 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 [redacted] was coded as her annual physical by the ordering physicianMrs [redacted] 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 / [redacted] (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 [redacted] 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 [redacted] 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 [redacted] and/or [redacted] had never got to my attention in any way In summary - On 9/23/2015: [redacted] 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 [redacted] 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, [redacted] representative mentioned to me that Solstas Lab Partners [redacted] should have reworked with [redacted] to resolve the balance, but should NOT send to the debt collection AgencyOn 9/25/2015, I verified from claims online that [redacted] has successfully reprocessed the claim and paid the total balance to Solstas Lab Partners Solstas Lab Partners [redacted] 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 [redacted] and/or [redacted] 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 / [redacted] (3000, 20, 2015/12/09) */ From: [redacted] & [redacted] Sent: Tuesday, December 08, XXXX X:XX AM To: [redacted] Cc: [redacted] @uspto.gov; [redacted] @usps.gov Subject: Re: Case # XXXXXXXX: Solstas Lab Partners ***, LLC Dear Mr [redacted] 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 [redacted] record show the balance has NOT been paid or updated (i.eattachment #1) I called [redacted] a few times to verify the status, and the last time I called on 2nd December, (i.eattachment #2), [redacted] confirmed the balance of $is NOT paid or updated [redacted] 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 [redacted] 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, [redacted] Enclosed: Attachment #- [redacted] Attachment #- [redacted] Final Business Response / [redacted] (4000, 22, 2015/12/15) */ Revdex.com Case # __________XXXXXXXX__________________ Date Received _________12/10/2015________________ Date Response Due _____________________ Complaint Filed By _______ [redacted] ***_______________ Patient Name ___ [redacted] ***_______________________ 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 [redacted] (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 [redacted] (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 [redacted] had labs ordered by [redacted] MD that were tested by Solstas Lab PartnersA claim for these lab services were submitted to Mrs***'s [redacted] insurance company [redacted] in the amount of $ [redacted] paid $ towards this claim on 02/20/and left Mrs [redacted] responsible for $as her cost shareSolstas billed Mrs [redacted] the amount due of $ at a mailing address of XXXXX [redacted] Centerville, VA XXXXX as provided by her referring physician office from February through June Mrs [redacted] 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 [redacted] 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 [redacted] on 06/16/and is currently with [redacted] collection Agency [redacted] 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 [redacted] 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 [redacted] payment in the amount of $is in routeSolstas notified collections to close this account and have a letter of closure mailed to Mrs [redacted] by the collection agency on 09/29/ Resolution A Solstas representative called and spoke with [redacted] at [redacted] on December 12, and was advised that this account would be closed and removed from Mrs***'s credit report [redacted] at [redacted] also states she will mail Mrs [redacted] a letter of closure Date Completed________12/15/2015_____________ Date Response sent to Revdex.com____12/15/XXXXX____________________
Initial Business Response / [redacted] (1000, 6, 2016/09/20) */ Contact Name and Title: Lisa - Billing Mgr Contact Phone: [redacted] Contact Email: [redacted] @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 ( [redacted] )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 / [redacted] (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 / [redacted] (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 ( [redacted] ) 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/
Mr [redacted] had accessions ( [redacted] & [redacted] )for date of service 01/18/ Insurance card was provided and sent with the requisitions but they were stamped with Payment Received incorrectly Mr [redacted] 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 [redacted] 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 [redacted] 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/ On 7/26/Mrs [redacted] 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 $ The representative explained this would be sent once the remaining adjustments were madeMrs [redacted] then called back 8/to check status and a request for a refund check was sent for $ 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 [redacted] 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/ 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 [redacted] received it on 8/ 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 [redacted] 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 / [redacted] (1000, 5, 2015/10/13) */ Revdex.com Case # _______XXXXXXXX_____________________ Date Received ____10/13/2015_____________________ Date Response Due _____________________ Complaint Filed By _____Mr [redacted] ***_________________ Patient Name __ [redacted] * ***________________________ 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 [redacted] 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) [redacted] had labs performed June 30, by Solstas Lab PartnersSolstas billed Mr***'s policy with [redacted] for the lab services on July 17, [redacted] left him a balance of $for these services rendered which a statement for payment was issued to Mr [redacted] on August 6, Mr [redacted] 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 [redacted] a pre collections letter on September 28, for the amount due of $Mr [redacted] 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 [redacted] 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 [redacted] 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 [redacted] 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 / [redacted] (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
In reviewing Mrs***'s bill ( [redacted] ), I don't see that Solstas has filed the claim incorrectly We filed the claim to [redacted] on 10/11/with the coding that the doctor's office providedWe received the following denial "PER [redacted] ,NON-COVERED SERVICES.DEEMED NOT MEDICALLY" for the "HEMOGLOBIN A1C" We then filed to the patient's secondary insurance [redacted] and they denied because [redacted] denied We were then provided with updated diagnosis codes from the doctor’s office on 11/15/and this was updated and refiled to [redacted] We ended up receiving a “Frequency” denial from [redacted] and [redacted] denied again per [redacted] denial Mrs [redacted] signed an Advance Beneficiary Notice prior to the testing that explained this test could be “denied as too frequent” I called Mrs [redacted] 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 [redacted] 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 $ 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
We have researched the issue that Mr [redacted] provided The following are the details of the invoice [redacted] .Lab services were rendered on 10/10/and the claim was filed to [redacted] on 10/19/ [redacted] sent their response and it was received 11/03/ They denied of the tests that totaled $and Mr [redacted] 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 [redacted] on 2/1/and he provided a current address We then received a letter from [redacted] 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, [redacted] 's request for additional information came on 2/and we received payment from [redacted] from the appeal on 3/ 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 [redacted] first thing in the morning to explain that we received the payment from [redacted] on 3/and will not require any proof of payment
Initial Business Response / [redacted] (1000, 6, 2015/12/10) */ Contact Name and Title: Christina R [redacted] Team Le Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @solstas.com Revdex.com Case # ______XXXXXXXX______________________ Date Received _____12/10/2015____________________ Date Response Due _____________________ Complaint Filed By ______ [redacted] ________________ Patient Name ____ [redacted] ______________________ 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 [redacted] 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 [redacted] 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 [redacted] had labs ordered by [redacted] on November 14, that were performed by SolstasA claim for these laboratory services in the amount of $ was billed to Ms [redacted] 's policy with [redacted] for payment on November 23, [redacted] denied claim as patient's responsibility and Solstas sent its initial balance due bill in the amount of $to Ms [redacted] on January 17, Multiple notices for payment and phone calls were made to Ms [redacted] in regards to balance dueApril 3, Ms [redacted] advised a customer service representative with Solstas that her [redacted] was supposed to pay this bill in 2012, and she would follow up with them in regards to that paymentSeptember 25, [redacted] reprocessed and made payment in full for Ms [redacted] '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 [redacted] 's account Solstas has notified [redacted] to close this account and mail a letter of closure to Ms [redacted] per payment received from [redacted] for her services rendered Date Completed______12/10/2015_______________ Date Response sent to Revdex.com___12/10/2015_____________________
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it