Central Coast Pathology

Thank you for the opportunity to respond to the complaint filed in our name (reference number: 10357476)We have investigated this complaint thoroughly in our Billing Deptand found that there was an issue
"MARGIN: 0in 0in 0pt">Central Coast Pathology acknowledges that the payment was correctly received for the outstanding deductible amount of $in a timely manner. The payment has been correctly applied, the account has been removed from the Fresno Credit Bureau work list with no impact on the patient’s credit standing and the patient will be sent an updated statement to show the zero balance. The patient did not have a correct phone # for Fresno Credit Bureau which is (###-###-####).
We have notified the patient of the issue we found and the corrections made to resolve the problemWe sincerely apologize for the inconvenience this issue has caused for the patient
Also, in the future, if you could address complaints to me, I would appreciate thatThis complaint was emailed to one of our Sales Reps (*** ***) but addressed to one of our Service Reps (*** ***)All future communication should be addressed to me
If there is anything else would can help with, please don't hesitate to contact me at the numbers below
Kind regards,
*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10357476, and find that this resolution is satisfactory to meThank you for the folland assistance in getting this resolvedI have verified with my bank that the payment approval processed by Central Coast on the Dec 15th was processed as a transaction by them on the 24th
Regards,
*** ***

Review: Because of my high cholesterol, my physician wanted to put me on a statin drug. I understand these drugs have high risks for women. I chose to first to have an NMR LipoProfile test done. Since they are not performed in Hawaii, I flew to California and on October 28, 2015, had blood drawn for this test at Central Coast Pathology Laboratory (CCPL). I paid $77 in cash and obtained a receipt.

I phoned CCPL on Nov 5 and was told the test should be completed Nov 7 and the results would then be mailed to me.

I phoned CCPL Nov 17 and K[redacted] told me I should receive a refund within 10 days since the test was not completed.

I phoned CCPL, Billing Dept., Dec 9 and the supervisor, Tina Robertson told me since the holidays are coming up, my refund would not reach me until early January 2016.

I phoned CCPL, Billing Dept., on Jan 11, 2016 and the new supervisor, Amber A (Tina no longer employed there) told me they STILL need approval for the refund which she expects to get in a few days. The approval needs to be sent to the Finance Dept, which will send CCPL the check, and they will mail it to me, hopefully in two weeks.

This is the simplified version which doesn't describe the agony of the 30 minute wait times being on hold listening to the same recording over & over again with EVERY phone call before being able to speak to a human being.

At this point, I believe I need your assistance in obtaining my refund of $77. Thus far, I have believed what CCPL has told me, but I no longer believe anything they now say.Desired Settlement: I would like to receive my refund of $77 in the mail by January 18, 2016.

Business

Response:

January 14, 2016

Revdex.com of the Tri-Counties (Santa Barbara, CA)

[redacted] Santa Barbara St. P.O. Box 129

Santa Barbara, CA 93101

Re: M[redacted]

Complaint ID: 11081855

Dear Revdex.com,

I want to thank you for your feedback regarding Mrs. F[redacted]’s complaint. We believe it is important for us to learn of any issues so we may work on them to better our patient services. Please know that we take complaints very seriously.

Please know that Mrs. F[redacted]’s refund check was put into the mail today and sent to:

7[redacted] Sea View Cir.

Kailua Kona Hawaii 96740

Refund checks usually take about a month to process. I do apologize this took a little longer due to the Holidays. I also apologize for the test not being performed. The specimen was compromised at the reference lab and therefore testing could not be done.

We take pride in our service offerings to our local community and endeavor to ensure all our patients have a positive experience with our laboratory. If you have any questions at all, please feel free to contact me at ###-###-####.

Sincerely,

K[redacted]

Director of Client Services

Review: I have made payments on account L1####00 for services back in July that insurance did not cover. I recently made a payment online $35.41 12/15/2014 6:44:11 PM and received payment ID 41052/email from their online service that was cc'd to [email protected] . On 12/22 I received a call/voicemail from [redacted] from Fresno Collection Agency regarding an unpaid balance. The balance was a little more than my 12/15 payment ($35.63) and I was told to call ###-###-#### for account # 4669774. When I called back the same day I talked with '[redacted]' who asked me to collect the payment detail and call her back. I collected it that night when I got home from work and when I tried to call on 12/23 and again today 12/24 all I receive is a message that the phone number is out of service.I can assume they are closed for the holiday but the message clearly indicates that the phone number is not active. Not sure how since this is the same # I called back on the first time.When I checked my bank account today I see that CCPL (Central Coast Pathology Labratory) has NOT processed the payment from 12/15 and it has dropped out of Pending Transactions. I have no idea what is going on and it seems like perhaps I missed a payment cut off and they chose NOT to process my payment and sent me to collections, whom I cannot get a hold of at the very phone # they provided me. It seems a little too much of a set-up for failure here. One place won't accept my payment and the other place - a collection agency - provides erroneous information. If I cannot get resolution once Christmas Holiday passes, I will be reporting this to the AG's office for suspicious business practices and consumer reporting.Desired Settlement: Process the payment provided on 12/15 or sort this out with Fresno who has provided erroneous information. I do not want my credit affected by this lack of follow up on CCPL or Fresno's part.

Business

Response:

Thank you for the opportunity to respond to the complaint filed in our name (reference number: 10357476). We have investigated this complaint thoroughly in our Billing Dept. and found that there was an issue.

Central Coast Pathology acknowledges that the payment was correctly received for the outstanding deductible amount of $35.41 in a timely manner. The payment has been correctly applied, the account has been removed from the Fresno Credit Bureau work list with no impact on the patient’s credit standing and the patient will be sent an updated statement to show the zero balance. The patient did not have a correct phone # for Fresno Credit Bureau which is (###-###-####).

We have notified the patient of the issue we found and the corrections made to resolve the problem. We sincerely apologize for the inconvenience this issue has caused for the patient.

Also, in the future, if you could address complaints to me, I would appreciate that. This complaint was emailed to one of our Sales Reps ([redacted]) but addressed to one of our Service Reps ([redacted]). All future communication should be addressed to me.

If there is anything else would can help with, please don't hesitate to contact me at the numbers below.

Kind regards,