APG Services

Initial Business Response / [redacted] (1000, 10, 2014/08/08) */ Contact Name and Title: [redacted] care advisor Contact Phone: XXXXXXXXXX Contact Email: [redacted] @analytehealth.com The patient ordered a panel of test using her insurance with our service online, however, we state online that Medicare/Medicaid plans are not currently accepted [redacted] Patient proceeded in placing an insurance order with her [redacted] PPO disregarding the fact that it fell under Medicare/MedicaidWhen we received a claim back from the insurance company and recognized that the patient's plan type was in fact under Medicare/Medicaid, therefor we could not accept itThe patient was contacted and explained to that she would be charged in full for the services because we do not accept her insurance plan Patient received results back from our service and requested a doctors consultation, which was providedThe patient was not experiencing symptoms at the time of her consultation and our physician stated no further treatment was requiredOur physicians will not provide treatment to any patient after the initial consult, however we can help a patient find a doctor in their areaThe patient called our service several weeks later explaining she had symptoms and would like treatmentWe offered to send the patient a referral to a physician near her but she declined

Initial Business Response / [redacted] (1000, 5, 2015/02/12) */ Contact Name and Title: [redacted] Champion Contact Phone: XXXXXXXXXX Contact Email: [redacted] @analytemedia.com I write in response to Revdex.com Complaint No.XXXXXXXX We have researched the allegations in the Complaint and, based on our findings; it appears that this Complaint arises from a misunderstanding on the part of the Patient Our records reflect that the Patient was only charged the upfront physicians' fee that is clearly telegraphed on our website and which the Patient agreed to when he placed the order We reached out to the Patient and and he acknowledged that he had agreed to and understood that he would be charged the physicians' fee upfrontWe asked the Patient to review his records and let us know if he discovered he had been charged anything other than the physicians' feeThe Patient agreed to do so Since that call, the Patient has not called us back, nor has he responded to our multiple attempts to contact himWe conclude that Patient's failure to call us again is because, upon checking his records, he discovered that he was only charged the physicians' fee

APG Services runs a website called [redacted] in which they partner with third party labs (such as [redacted] and [redacted] ) to provide quick STD testing services, billed to consumers' health insurance. I paid [redacted] for STD testing services and had the tests done at a [redacted] lab in Tennessee. I had originally made my testing appointment for a [redacted] Diagnostics in Kentucky, where I live. I called [redacted] customer support line to make sure it was ok to move my testing location and was told by one of there reps that it was perfectly ok to do so. I was told that the paperwork (a lab order) that I'd printed, per their instructions, which listed the Kentucky [redacted] Diagnostics testing site on it, was still good to use at the [redacted] lab in Tennessee. When I arrived at the [redacted] in Tennessee, the technicians were not able to use the order I'd provided and entered my order into their system as if I were a patient who had not arranged for this testing through [redacted] . Ever since, I have been receiving bills from [redacted] for my outstanding balance because, since they weren't able to use an order provided to them by [redacted] , they could not bill [redacted] , whom I'd already paid for my tests. I also never received my test results at all, much less in the 3 business days that [redacted] guarantees. I had to re-do my tests at a Kentucky location. [redacted] did reimburse me for the out-of-pocket fee they charge for the original test and for the redo test. It's unclear if they billed me insurance, as their website says they do. I got my test results after this redo. I informed [redacted] that I was receiving bills from [redacted] and was reassured by them that they would take care of this mix-up and I'd stop getting bills from [redacted] about my balance. This drug out over the course of three months in which I got three notices from [redacted] and was adviced by a [redacted] billing rep that I was going to be sent to collections soon. Every time I called [redacted] I was assured that this was taken care of and that if I waited for the billing cycle to finish, I'd find that I no longer had a balance with [redacted] . Reps from [redacted] ' billing department disputed this. I have been in communication with the reps at [redacted] on numerous occasions and am constantly told that they have taken care of this and aren't sure why [redacted] keeps billing me. [redacted] reps tell me that they have heard from [redacted] , but that [redacted] have not taken any action. I have reached out to managers at [redacted] to no avail at this point.

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@analytehealth.com
We are responding to Revdex.com Complaint NoXXXXXXXX
We have investigated the Patient's Complaint and have discovered that the
Patient's claim that a request for a refund was denied is inaccurateBefore receiving the Revdex.com Complaint, our Patient Services team tried to contact the Patient to discuss a possible refundWe were, however, unable to reach Patient at the phone number that he provided
That being said, we acknowledge that there were delays in the services provided by Analyte to PatientAs such, we have decided to honor the request in his Revdex.com Complaint for a refundWe have attempted multiple times to reach the patient to discuss the refund and resolution of his Complaint, but he has not respondedA full refund has been posted to Patient's account

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@analytehealth.com
We are responding to Revdex.com Complaint NoXXXXXXXX
We have investigated the Patient's Complaint and acknowledge that the
Patient experienced a delay with respect to our servicesAs a result, we have decided to honor the request in his Revdex.com Complaint for a refund of partial charges and remove any balance due on the account
We have reached out to the Patient on July 10, and the Patient agreed to this proposed resolutionA refund has been posted to Patient's account and the balance due has been removed
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the arrangement offered to remove the charges from my account and appreciate the companies quick resolutionI did however speak with an individual on two occasions regarding this action and was informed I would be emailed an account statement showing zero balance due on both occasionsI have yet to receive that or any other of the stipulations in the agreementPending that information I will gladly consider this matter closed

APG Services *** ** *** *** *** *** Chicago, IL To whom it may concern: We are responding to Revdex.com Complaint ID #***We have investigated the Patient’s Complaint and have spoken to the patient to clarify details of the complaint and confirmed the next steps in
the processThe patient has expressed gratitude with the approach taken and confirmed that we have fully resolved his complaint With respect to the Patient’s concern that our website is misleading regarding the process of using insurance, we respond that the website clearly states the following: when electing to use insurance, all lab testing fees are billed to the insurance providerDepending on the particular plan and insurance benefits, the insurance provider may cover some or all of the testing costIf the plan denies coverage, a bill may be sent for the unpaid balance by the laboratoryWe encourage all patients intending to use insurance to call their insurance providers prior to testing for details on coverageHowever, because our customer satisfaction is a priority for us, we will review the specific language used on our site and see if further clarification of the language is warranted If any additional information is needed, we may be reached at: Contact Name: *** *** Contact Phone* *** Contact Email: ***@analytehealth.com Regards, *** *** APG Services

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@analytehealth.com
We are responding to Revdex.com Complaint NoXXXXXXXX
We have investigated the Patient's Complaint and have discovered
that the Patient's claim that a request for a refund was denied is inaccurateBefore receiving the Revdex.com Complaint, our Patient Services team tried to contact the Patient to discuss a possible refundWe were, however, unable to reach Patient at the phone number that he provided
That being said, we acknowledge that there were delays in the services provided by Analyte to PatientAs such, we have decided to honor the request in his Revdex.com Complaint for a refundWe have attempted multiple times to reach the patient to discuss the refund and resolution of his Complaint, but he has not respondedA full refund has been posted to Patient's account

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: [redacted] Champion
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@analytemedia.com
I write in response to Revdex.com Complaint No.XXXXXXXX.
We have researched the allegations in the Complaint...

and, based on our findings; it appears that this Complaint arises from a misunderstanding on the part of the Patient.
Our records reflect that the Patient was only charged the upfront physicians' fee that is clearly telegraphed on our website and which the Patient agreed to when he placed the order.
We reached out to the Patient and and he acknowledged that he had agreed to and understood that he would be charged the physicians' fee upfront. We asked the Patient to review his records and let us know if he discovered he had been charged anything other than the physicians' fee. The Patient agreed to do so.
Since that call, the Patient has not called us back, nor has he responded to our multiple attempts to contact him. We conclude that Patient's failure to call us again is because, upon checking his records, he discovered that he was only charged the physicians' fee.

Initial Business Response /* (1000, 10, 2014/08/08) */
Contact Name and Title: [redacted] care advisor
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@analytehealth.com
The patient ordered a panel of test using her insurance with our service online, however, we state online that...

Medicare/Medicaid plans are not currently accepted. [redacted]
Patient proceeded in placing an insurance order with her [redacted] PPO disregarding the fact that it fell under Medicare/Medicaid. When we received a claim back from the insurance company and recognized that the patient's plan type was in fact under Medicare/Medicaid, therefor we could not accept it. The patient was contacted and explained to that she would be charged in full for the services because we do not accept her insurance plan.
Patient received results back from our service and requested a doctors consultation, which was provided. The patient was not experiencing symptoms at the time of her consultation and our physician stated no further treatment was required. Our physicians will not provide treatment to any patient after the initial consult, however we can help a patient find a doctor in their area. The patient called our service several weeks later explaining she had symptoms and would like treatment. We offered to send the patient a referral to a physician near her but she declined.

Initial Business Response /* (1001, 10, 2014/09/22) */
From: [redacted]
Date: Mon, Sep 22, 2014 at 12:20 PM
Subject: Responses to some complaints for Analyte Health
To: [redacted]@chicago.Revdex.com.org
Ms. [redacted]
We were recently informed of two...

complaints placed with the Revdex.com against Analyte Health. I have researched each of the patient's complaints and what we have done to try to rectify them.
The first complaint was from a patient named [redacted]. She placed an order through our website on 07/20/2014 for medical testing. In the complaint, she states that she did not authorize her credit card to be charged anything additional besides the $40 doctor's fee she paid at the time she placed her order. When patients order on the website with insurance, this message appears: "We will bill (Insurance Provider) (Total Charge to Insurance). Most patients pay less than $50.00 out-of-pocket, which includes the fee you're paying today. Because reimbursement varies depending on your plan, you [redacted] be charged the amount not covered by your insurance if your insurance provider does not cover the full cost of your tests."
All of our patients who order online or over the phone also agree to our terms of service, and this includes all payment terms. The service agreement is listed in full on the website and specifies that anything not covered by insurance will be charged to the patient's credit or debit card as soon as we receive a response to the claim from their insurance provider. Patients are notified by email when this charge is processed. In this case, her insurance covered most of the cost, and the amount that was not covered was due to the pt not reaching her full deductible for her policy.
This patient did not call us to ask about the charges, and she did not fill out the survery that we send out to all of our patients about the service. I called Ms. [redacted] on 9/11/2014 and left her voicemail letting her know the payment terms are posted on the site, but to please call us so we can go over any questions with her and see what we can do to make her feel better about the experience. She has not returned our call, but our management has approved the refund of the $40 doctor's fee, so we began the process of refunding this amount to the patient's credit card on 9/15/2014.
The second complaint came from patient [redacted] This is a similar complaint wherein the patient ordered testing through the website and was upset that his insurance did not cover the full amount. This patient called in to complain about the charge on 07/24/2014, and was told that he would be contacted by a supervisor. We tried to contact him a few times, and when he finally got back in touch with us, these are the notes that the Care Advisor left about the call on 08/06/2014: "PT's insurance did not cover testing. He claimed Aetna declined to cover because it did not recognize Dr. [redacted]'s name or STDTestExpress. Per [redacted] (from our insurance department), our information indicates that it was due to not having met his deductible, but she said we could refund the $40 doctors fee. He declined to pursue the discrepancy in insurance info and to just have the $40 refunded."
The $40 doctor's fee was refunded to this patient on his credit card on 08/06/2014.
If you have any further questions or need any additional information, please contact us.
Thank you,
[redacted] Care Advisor, Analyte Health

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: [redacted] Champion
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@analytemedia.com
I write in response to Revdex.com Complaint No.XXXXXXXX.
We have researched the allegations in the Complaint and, based...

on our findings; it appears that this Complaint arises from a misunderstanding on the part of the Patient.
Our records reflect that the Patient was only charged the upfront physicians' fee that is clearly telegraphed on our website and which the Patient agreed to when he placed the order.
We reached out to the Patient and and he acknowledged that he had agreed to and understood that he would be charged the physicians' fee upfront. We asked the Patient to review his records and let us know if he discovered he had been charged anything other than the physicians' fee. The Patient agreed to do so.
Since that call, the Patient has not called us back, nor has he responded to our multiple attempts to contact him. We conclude that Patient's failure to call us again is because, upon checking his records, he discovered that he was only charged the physicians' fee.

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@analytehealth.com
We are responding to Revdex.com Complaint No. XXXXXXXX
We have investigated the Patient's Complaint and acknowledge that...

the Patient experienced a delay with respect to our services. As a result, we have decided to honor the request in his Revdex.com Complaint for a refund of partial charges and remove any balance due on the account.
We have reached out to the Patient on July 10, 2015 and the Patient agreed to this proposed resolution. A refund has been posted to Patient's account and the balance due has been removed.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the arrangement offered to remove the charges from my account and appreciate the companies quick resolution. I did however speak with an individual on two occasions regarding this action and was informed I would be emailed an account statement showing zero balance due on both occasions... I have yet to receive that or any other of the stipulations in the agreement. Pending that information I will gladly consider this matter closed.

Initial Business Response /* (1000, 5, 2015/03/05) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@analytemedia.com
I write in response to Revdex.com Complaint No. XXXXXXXX.
In response to the patient's request, we spoke with the his...

insurance company and have resubmitted the insurance claim in order to have the claim reviewed again. We have communicated this to the patient and explained what the next steps will be. The patient expressed gratitude at the approach that we have taken and confirmed that we have fully resolved his complaint.

APG Services runs a website called [redacted] in which they partner with third party labs (such as [redacted] and [redacted]) to provide quick STD testing services, billed to consumers' health insurance. I paid [redacted] for STD testing services and had the tests done at a [redacted] lab in Tennessee. I had originally made my testing appointment for a [redacted] Diagnostics in Kentucky, where I live. I called [redacted] customer support line to make sure it was ok to move my testing location and was told by one of there reps that it was perfectly ok to do so. I was told that the paperwork (a lab order) that I'd printed, per their instructions, which listed the Kentucky [redacted] Diagnostics testing site on it, was still good to use at the [redacted] lab in Tennessee. When I arrived at the [redacted] in Tennessee, the technicians were not able to use the order I'd provided and entered my order into their system as if I were a patient who had not arranged for this testing through [redacted]. Ever since, I have been receiving bills from [redacted] for my outstanding balance because, since they weren't able to use an order provided to them by [redacted], they could not bill [redacted], whom I'd already paid for my tests. I also never received my test results at all, much less in the 3 business days that [redacted] guarantees. I had to re-do my tests at a Kentucky location. [redacted] did reimburse me for the out-of-pocket fee they charge for the original test and for the redo test. It's unclear if they billed me insurance, as their website says they do. I got my test results after this redo. I informed [redacted] that I was receiving bills from [redacted] and was reassured by them that they would take care of this mix-up and I'd stop getting bills from [redacted] about my balance. This drug out over the course of three months in which I got three notices from [redacted] and was adviced by a [redacted] billing rep that I was going to be sent to collections soon. Every time I called [redacted] I was assured that this was taken care of and that if I waited for the billing cycle to finish, I'd find that I no longer had a balance with [redacted]. Reps from [redacted]' billing department disputed this. I have been in communication with the reps at [redacted] on numerous occasions and am constantly told that they have taken care of this and aren't sure why [redacted] keeps billing me. [redacted] reps tell me that they have heard from [redacted], but that [redacted] have not taken any action. I have reached out to managers at [redacted] to no avail at this point.