Alltech Computers, Inc.

October 12, 2015*** ** *** *** *** ** *** *** *** ***RE: RevDex.com ID# *** *** * ***American Residential Services, LLC D/B/A ARS Heating & Cooling (“ARS”) has
received your email dated September 28, 2015, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have been in communication with Mr*** and have reached an amicable resolution with him.ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please feel free to contact me at ###-###-####.Respectfully, Janice H***Corporate Customer Relations Lead

Complaint: ***
I am rejecting this response because:
There is a discrepancy in information provided, the doctor's office is submitting as preventive and BioReference Labs is notPlease work with the doctor's office to resolve this, because I only did preventive tests as per 100% covered by my insuranceThey can provide the billing codes for preventive as necessaryThank you
Regards,
*** ***

I have located the account in question. It appears that the first patient payment crossed in the mail with our second invoice for the same service. The account was set up for a refund on December 1, 2017. I have forwarded this to the refund Manager to expedite this refund,
hopefully within a week's timeI apologize for the inconvenience. If the patient wishes to correspond with me further, I can be e-mailed at ***

I have researched this patient's account and found the following: The doctor's office provided BioReference with *** *** *** insurance information for this patient. The only date of service I can locate is January 7, 2017, which is more than two months after the patient says
that she contacted us. We have billed *** *** *** and are awaiting a reply. There is no record of BioReference billing the patient. Please give the patient my e-mail address if she has any questions or would like to follow up with different information than I have provided. My e-mail address is ***

I researched the complaint and had the refund check expedited. it was sent FedEx overnight on this past Monday and the delivery confirmation was received on Tuesday. I apologize to the patient for this oversight. if the patient has any questions, please contact me at
***

I apologize for the long wait time for the customer's refund check. We have had issues with our new billing system and Accounts Payable system. Based on the information provided, I requested a manual refund check be created and sent overnight to the patient's address listed above.
it was sent today, Wednesday, March 8, 2017. If the customer has any questions, please have them contact me at ***

I apologize for the amount of time it took to reply to this complaint, but several providers are involved and I needed their input. I was able to obtain information about the payment that the patient made (in error) to *** *** for our services. *** *** is sending the amount
of $to BioReference. The other check, a copy of which was sent to BioReference by the patient, was not given to BioReference or *** ***. The copy of the check that the patient provided to us was made out to another lab, *** *** ***, in the amount of $22.93. BioReference is not associated with *** *** Laboratory. As a courtesy to the patient, we are not seeking this payment which was for the deductible amount as indicated by her insurance carrier, ***. After receiving the payment of $from *** ***, the balance on this account will be adjusted to zero

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I have researched Mr***s accounts with BioReference. I was able to locate all of the correctly billed accounts and his payments for the patient responsibility portions. There were two accounts that had incorrect billing information on them. The policy number, which is a
series of letters and numbers, had an "E" as the first leading character, instead of the correct letter "B". I was able to update and rebill those two accounts to Blue Shield. It appears that the customer service representative who assisted Mr*** did not correct the claims after he called. I will address that with the manager of that department. Based on the type of testing ordered, there may be an issue with the CPT codes being identified as a duplicate by the insurance company. I may not be able to intervene before the insurance company adjudicates the claim, so if you can, please give Mr*** my e-mail address: ***, and I will personally assist him with any further issues that arise. I apologize for the inconvenience experienced by the patient and hope that this resolves his issues

I am escalating this and would like the opportunity to research and create a complete and formal reply. I should have enough comprehensive information to answer this complaint by the end of tomorrow

I was able to locate Ms*** account. The doctor did provide routine screening diagnosis information plus other codes which are not routineI verified this by looking at the hand-written order from the physician. BioReference is in-network with the patient's insurance.
The account was processed in accordance with the policy that the patient has with her insurance company. The insurance company made a small payment and, after reducing the charges to the contractual price level (an adjustment of $947.85), applied the balance of $to the patient's deductible. Due to HIPAA and PHI regulations, I am not allowed to go into any further detail. If the patient would like to contact me to discuss this further, my e-mail address is ***. Thank you

I apologize for the long reply time. I have researched this account. BioReference did bill the patient's private insurance. Unfortunately, because we did not receive accurate information from the ordering physician, our charges were denied. After this, Medicare was
billed in error. Medicare denied the claim (properly) stating that the patient had other insurance primary. We did obtain the corrected insurance information from the patient, but by that time it was past filing time deadlines. Since this was our error, we are adjusting the invoice balance to zero. We apologize to the patient for their inconvenience

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I have reached out to the patient via telephone call as I do not have enough information from this complaint to handle her request. She can also reach me at *** I will need her date of birth and account number, if possible. Thank you

I apologize for the delay in this reply, as the manager of the department that handles online updates was not in the office. I was able to locate the patient's account. The account has been updated to reflect the *** information that he supplied online. The manager of the
department confirmed that the online update was missed and the appropriate staff retraining actions are in place. I have also confirmed that we are experiencing longer than response times in Billing Customer Service due to our migration to a new billing system. Please provide my e-mail address to the patient if he wishes to follow up for a claim status. My e-mail address is ***. Please tell him to reference his account number *** and I will assist him personally. I apologize for the inconvenience

Tell us why here...As a laboratory, we are totally reliant on the ordering physician to supply us with the correct patient demographic and insurance information.  On the account in question, the only information given to us on the order was to bill the patient, which we did.  I listened to...

a recording of the telephone call from this patient.  The Billing Customer Service Representative was courteous.  The patient's spouse (who called), became unwilling to provide us with the necessary (required) information to bill his insurance.  The question that he was unwilling to answer was the request for his date of birth, which is necessary since he is the policy holder.  If we do not receive insurance information from the ordering physician, our only recourse is to bill the patient.  While the services were ordered by a physician, the services are performed for the patient, who is the responsible party.  Subsequent to his conversation, I was able to obtain the missing information from researching other accounts for the same patient.

Tell us why here...I apologize for the time it took to reply, but I had to obtain information from the physician's office before I could proceed.  The invoice from the physician was for the procedures performed in their office and my conversation with them confirmed this.  That included...

obtaining the specimen that was sent to BioReference (obtaining the biopsy sample).  The invoice from the doctor's office did not include the laboratory analysis that BioReference performed.  The BioReference invoice was for the balance after the insurance company processed our claim.  I checked the results and they are all valid and all testing was performed and final resulted.  The charge on the invoice of $182.69 is valid and due from the patient.  After listening to a taped conversation of the call that the patient's husband made to BioReference, I did confirm that the billing customer service representative that the patient's husband spoke to was a trainee, who may not have answered all of the questions completely.  The patient or her husband can contact me at ###-###-####, extension 8486, if they need further information.

I was not given enough information to locate this patient's account and I do not have the updated or corrected insurance information either.  I have called the number of the patient listed on the complaint to ask for this message.  I left a detailed message on the patient's voicemail to...

call me back.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.If there are any balances left after insurance pays... My father's official address is [redacted] If there are any balances, the bills should be forwarded to that address. Having an incorrect address has caused a significant delay in having this bill processed. (This address can be verified by Medicare.)
Regards,
[redacted]

I apologize for the long turnaround time for this refund check.  After reviewing the patient's complaint, I had a special refund check cut in the amount that was due, and it was overnighted yesterday to the patient.