Counsyl Inc

(The consumer indicated he/she DID NOT accept the response from the business.)***, the Client Services Manager at Counsyl, left me a voicemail on Friday, March I
returned her call and left her a voicemail on Friday, March I have not heard from her sinceI left her another voicemail the morning of Tuesday, March and have not heardI'm upset that the company thinks the matter is resolved when I have not even spoken to the company about this matter

Initial Business Response /* (1000, 5, 2015/12/11) */
A Counsyl representative has reached out to the customer directly and came to a resolution
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

First of all thank you Revdex.com staff for your helpI want to let you know you can close this case now, I couldn't figure out how to do it onlineI finally received final confirmation from Fairfax OBGYN and Counsyl that I have a $balance and was not responsible for the $Counsyl was trying to get out of me and was billing me forUnbelievable, I wonder how many people they have tricked and ripped off like this!! I appreciate your service!
Thank you,
*** ***

Our Client Services team has reached out to the patient directly and the matter has been resolvedPlease consider this case closed

Complaint: ***I am rejecting this response
because they have continued to harrasss me and send me numerous calls and emails saying I owe them $which I have confirmed with my insurance and with Fairfax OBGYN who they go through that I do not owe Counsyl anythingI spoke with Fairfax OBGYN who was the actual provider that confirmed I and insurance paid the full visit and testThey called Counsyl and told them to close the case and that I do not owe them anythingCounsyl needs to acknowledge this and confirm they will not send me anymore bills as I do not owe them anythingI can forward the voice mail or response from Fairfax OBGYN if neededPlease have them confirm I do not owe them anything and stop sending me billsFairfax OBGYN said they spoke with their contact at Counsyl that that Counsyl should be sending me an updated invoice showing balance, once that is done this can be closed. Sincerely,*** ***

Our Client Services team has reached out to the patient regarding the feedback and the patient has requested that we do not communicate with them any further. Since we are not able to take any further actions, please consider this case closed.

Initial Business Response /* (1000, 5, 2015/08/05) */
We believe there is a misunderstanding about the sequence of events and apologize for any confusion regarding Counsyl's billing process. Thanks for the opportunity to address our patient's concern.
Our records show that we received a signed...

physician order along with indication of the patient's consent, and we emailed the patient that day with a cost estimate, and also let the patient know that Counsyl's lab was processing the sample. Data logs show that the patient viewed the cost estimate several times while we processed the sample, but did not reach out with questions or a cancellation request. We completed the patient's test, generated the results report, and shared it with the patient's physician on 06/10/15 and with the patient on 06/11/15. On 06/29/15, the patient contacted us to question the invoice.
We believe in fair and transparent billing, and back that up by providing cost estimates to patients before processing their physician orders. Our cost estimator tool taps into an individual's health plan coverage, and gives patients the opportunity to understand their financial responsibility, contact us or their health plan with any questions, and discuss options such as payment plans or availability of financial aid.
We will follow up with the patient and the patient's physician to identify any opportunities for better communication about financial responsibility prior to processing lab tests.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the message. I have a few issues with the response listed:
1. They never received any consent from the patient; I was told I would have the option of whether or not I want the service.
2. I received the cost estimate and based on the price I did not respond to continue with the service because I could not afford it. Furthermore, the company offered two payment options the first with insurance for $1,438.43 and the second without insurance for about $200.00. The company automatically billed me at the higher rate without my consent.
3. I have contacted the company several times regarding my financial hardship and my inability to pay the invoice. In fact after some research I found that several other customers had the same complaint. Their billing practices are not transparent and at the very least they should have provided me with the option of choosing how I would like to pay for the service should I chose to move forward.
I do not feel that I am responsible for the $1,438.43 since they did not have my consent. I have yet to review and get my results from the company because I do not want them. I look forward to your assistance in resolving this matter.
Final Business Response /* (4000, 9, 2015/09/01) */
We sincerely apologize for this patient's experience and value the feedback that was provided to us. Counsyl strives to make genetic screening affordable and accessible to everyone which includes providing customized price estimates. A Counsyl representative has reached out to this patient directly for a resolution but we have not heard back.

Counsyl Support has attempted to reach out to this patient directly via phone to provide a resolution on 3 occasions with no response.  
 
Please have her contact the Dir. Client Services, [redacted] at [redacted].  Thank you.

Initial Business Response /* (1000, 5, 2015/09/18) */
We sincerely apologize for this patient's experience and value the feedback that was provided to us. Counsyl strives to make genetic screening affordable and accessible to everyone which includes providing customized price estimates. A Counsyl...

representative will reach out to this patient directly next week to provide a resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have agreed to a middle ground. Counsyl has been diligent in responding to the compliant and followed up until resolution

Initial Business Response /* (1000, 5, 2015/09/02) */
We appreciate the opportunity to address this patient's concern regarding the cost of screening.
We believe in fair and transparent billing practices, and we provide price estimates to patients promptly after receiving an order from their...

healthcare provider. Our cost estimator tool taps into an individual's health plan coverage, and gives patients the opportunity to better understand their estimated financial responsibility. The patient can use this information to reach out to their health plan or contact us with any questions and discuss options such as payment plans or availability of financial aid.
Our records show that we emailed this patient a personalized $990 cost estimate on June 24th. According to our data logs, the patient viewed the estimate five times between June 26th and June 28th. We do allow patients to cancel their test or select other payment options within 48 hours of receiving the price estimate to ensure the timely processing of the specimen. However, since other payment options were not selected, we filed a claim to the patient's insurance provider on June 28th. We subsequently received a claim response from the patient's insurance indicating $992 was deemed patient responsibility.
Our data logs also show the other price estimates the patient obtained through the Counsyl website were inaccurate because the patient entered incorrect insurance information. Once an order has been received from a provider, Counsyl generates and sends a custom price estimate to our patients based off of the specific test ordered and the patient's verified insurance information to ensure that they have a more accurate estimate of their expected cost than our general price estimate often offers.
We apologize for any confusion regarding our billing practices. As with any health care service, patients' out of pocket cost will vary depending on the type of testing performed, type of insurance benefits, our network status as well as any remaining deductible or coinsurance.
We strive to make genetic screening accessible to everyone and also offer generous financial aid programs and payment plans. A Counsyl representative has contacted this patient to explain our estimate and billing process. Please consider this matter closed.