Counsyl

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

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ We sincerely apologize for this patient's experience and value the feedback that was provided to usCounsyl strives to make genetic screening affordable and accessible to everyone which includes providing customized price estimatesA Counsyl representative will reach out to this patient directly next week to provide a resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have agreed to a middle groundCounsyl has been diligent in responding to the compliant and followed up until resolution

Initial Business Response / [redacted] (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 processThanks 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 sampleData 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 requestWe completed the patient's test, generated the results report, and shared it with the patient's physician on 06/10/and with the patient on 06/11/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 ordersOur 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 / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the messageI have a few issues with the response listed: They never received any consent from the patient; I was told I would have the option of whether or not I want the service I received the cost estimate and based on the price I did not respond to continue with the service because I could not afford itFurthermore, the company offered two payment options the first with insurance for $1,and the second without insurance for about $The company automatically billed me at the higher rate without my consent I have contacted the company several times regarding my financial hardship and my inability to pay the invoiceIn fact after some research I found that several other customers had the same complaintTheir 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,since they did not have my consentI have yet to review and get my results from the company because I do not want themI look forward to your assistance in resolving this matter Final Business Response / [redacted] (4000, 9, 2015/09/01) */ We sincerely apologize for this patient's experience and value the feedback that was provided to usCounsyl strives to make genetic screening affordable and accessible to everyone which includes providing customized price estimatesA Counsyl representative has reached out to this patient directly for a resolution but we have not heard back

Initial Business Response / [redacted] (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 providerOur cost estimator tool taps into an individual's health plan coverage, and gives patients the opportunity to better understand their estimated financial responsibilityThe 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 $cost estimate on June 24thAccording to our data logs, the patient viewed the estimate five times between June 26th and June 28thWe do allow patients to cancel their test or select other payment options within hours of receiving the price estimate to ensure the timely processing of the specimenHowever, since other payment options were not selected, we filed a claim to the patient's insurance provider on June 28thWe subsequently received a claim response from the patient's insurance indicating $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 informationOnce 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 practicesAs 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 plansA Counsyl representative has contacted this patient to explain our estimate and billing processPlease consider this matter closed

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 furtherSince we are not able to take any further actions, please consider this case closed