Dandridge Water

Dear [redacted] Upon review, we were able to verify the incorrect test was performed and billed We've adjusted the balance and contacted the collection agency to remove any derogatory information reported in error A letter from the collection agency is being sent to Ms [redacted] Sincerely, [redacted] ***Patient Advocate

Accordingly, [redacted] claims she has been consistently billed for full charges prior to the insurance carrier being billed for laboratory services.I have investigated her concerns and found that she had services rendered in March of On March 15, 2016, we received an electronic requisition for laboratory services and it failed the electronic interface On March 24, 2016, we received a handwritten requisition for laboratory services and it was billed directly to [redacted] On September 26, 2016, once again, we received an electronic laboratory order and it did not meet the electronic interface parameters The electronic interface eliminates the need to key in the billing information The billing information should properly populate and bill out to the appropriate insurance carrier automatically We appreciate that you alerted us to this failure We will review our electronic interface parameters for this client and attempt to resolve the issue.Quest Diagnostics invoices our patients for all valid copay or deductible responsibility or to secure insurance information In [redacted] ’s case, we requested that [redacted] file the claim directly to her insurance carrier Please see the message that was included on [redacted] ’s bill of September 29, These charges are for tests ordered by the referring physician listed We are unable to file this claim directly with your insurance carrier Please attach this invoice to one of your completed insurance claim forms and mail directly to your insurance carrier Thank you for using Quest DiagnosticsAs you can see, we did not ask [redacted] to pay for the laboratory services rendered on September 26, Currently, [redacted] ’s claim has been billed directly to Aetna We confirmed with [redacted] that her claim was successfully filed to Aetna in response to her e-mail to our billing department on October 25, 2016.If [redacted] would have any further questions or concerns, she can call our customer service number which is published on all Quest Diagnostics invoices The customer service number is 1-800-631- [redacted] can always contact a manager, Michele Ingrassia, at 3676.Again, thank you for taking the time to write to us Hearing from our customers helps us to ensure that we provide excellent customer service as patients are at the center of everything we do

Dear [redacted] A thorough investigation was done at the time of incident and three patients who were witness to the situation were contacted and interviewed It was verified that our staff was threatened by [redacted] which caused the police to be called He was escorted out and asked not to return due to his behavior.Sincerely, Maegan M***

Dear Ms [redacted] : Mr [redacted] physician contacted our office on 5/19/and provided an additional diagnosis code to submit to Medicare We resubmitted the charges with the new information and a refund was processed to Mr [redacted] on 5/26/ check [redacted] was mailed yesterday to Mr [redacted] for $Sincerely, [redacted] ***

Dear Ms [redacted] : We contacted [redacted] to see why they did not take a contractual discount on Ms [redacted] claim and found they processed her services out-of-network in error They are reprocessing the services as in-network We've placed her bill on hold for days to allow time to receive their updated responseSincerely,Maegan ***

When she receives the copy of the order I mailed to her she should take it to the ordering physician's office We simply received the order and specimen and processed it as requested

[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 Regards, [redacted]

Thank you for your email dated 6/30/15, regarding a complaint your office received from MrEric Matthew ***.Fist, please extend my sincere apology to Mr [redacted] for the less than excellent Customer Service he experienced at ou [redacted] I've informed the Manager of this location of his experience and they are addressing this with the staff

Complaint: [redacted] I am rejecting this response because: It is not my fault I did not receive any of the above mentioned invoicesMy doctor and insurance company both have my correct addressNot to mention the fact I was unaware that my OBGYN sent anything off to the lab for tests; it is not something I asked for or approvedI have been at my new address for months and I am sure that any forwarding mail has also come to a stopThey are trying to put this responsibility on me and I am not going to accept it And them saying I did not inform them of the address change when I called to complain is a bold faced lieThe individual I spoke too told me she had [redacted] *** as my present address and they were never notified of an address changeThis company deserves every complaint it receives and I will NEVER use their services again Regards, [redacted] ***

Dear Ms [redacted] :Upon review, I found we received two orders from Dr [redacted] for Mr [redacted] for 12/5/ We are transactional, therefore, each order is invoiced separately One order was for testing totaling $(invoice # [redacted] ) Mr [redacted] 's insurance processed these charges on 3/24/leaving him responsible for $and he paid that via credit card on 3/31/creating a zero balance The other order was for testing totaling $(invoice [redacted] ) Mr [redacted] 's insurance processed these charges on 4/14/16, leaving him responsible for $ This amount remains due.Sincerely, [redacted] ***

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 meI have yet to receive the refund Regards, [redacted] ***

Dear [redacted] I pulled a copy of the order from 8/5/for [redacted] and found the insurance information listed was [redacted] [redacted] signed the order at the time of service indicating the information was correct We reviewed our system for dates after 8/5/and found we have the correct insurance information (***) for those dates It seems the system was updated after her 8/5/date of service We've resubmitted the 8/5/charges to [redacted] and we are awaiting their response.Sincerely, [redacted] ***Patient Advocate

Dear [redacted] Thank you for contacting Quest Diagnostics regarding your invoices I am so sorry for the frustration and inconvenience this has caused, in addition to the time you have had to spend in resolving the matterThank you also for reaching out to your physician’s office to have her update her state registration to [redacted] Upon review, Quest was able to update the information in our system just last week The Billing Manager has personally resubmitted all of your invoices to [redacted] of [redacted] for processing Please disregard any invoice you have previously received; if there is any patient responsibility, you will receive updated invoices Sincerely, Kate

Dear [redacted] I am in receipt of your email regarding a complaint your office received from [redacted] According to [redacted] Quest informed him that there would be no cost for the services we provided Quest Diagnostics would not know if [redacted] would have any out of pocket expense at the time of service because this is not determined by QuestOnce services are provided we bill the insurance provided The insurance plan then processes the claim in accordance to their member's benefits, which Quest does not know and responds to Quest informing us how much we are to bill their member It is the patient's responsibility to verify their benefits prior to having services performed, and even then, the insurance plan will not guarantee payment According to [redacted] 's insurance, $still had to be satisfied against his deductible, therefore, this amount is [redacted] 's responsibility Payment remains due Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I still have not seen the refund check as promised December 8thDo I pursue this through your office or with the company directly?Thank you [redacted] Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The email I recv'd from the company with instructions on how to download 'View Full Reports' is the same way that I've been using to get full reports - NONE indicate TIME of collection I responded to the company's email on 10/14/notifying them of this and as proof, provided several 'View Full Reports' that I had previously downloaded.So I am not misinformed, the problem still exists and the company still needs to fix.Per my Revdex.com complaint, please correct all my Sept reports and repost on MyQuest asap and by Dec 31, 2015, please ensure all MyQuest lab reports automatically indicate TIME of collection and not just collection date.Thank youlinda Regards, [redacted]

[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 meHopefully the invoices get billed correctly moving forward, to include all the invoices billed to the incorrect insurance Thanks, [redacted]

I found there are two bills for services performed on 12/8/ The following is how the charges broke down and how insurance responded to each line item.Invoice [redacted] CPT Billed Amt Ins Paid Ins Discount Ded/copayment Balance due Patient Paid Status $ $ $ $$ $ paid $ $ $ $ $ $ paid____________________________________________________________________________...⇄ $ $ $ $ $ $closed Invoice [redacted] CPT Billed Amt Ins Paid Ins Discount Ded/copayment Balance due Patient Paid Status $ $ $ $$ $paid $ $ $ $ $ $paid $ $ $ $$ $paid $ $ $ $$ $paid $ $ $ $ $ $paid $ $ $ $$ $paid $ $ $ $$ $ paid $ $ $ $$ $ paid $ $ $$$ $ paid $ $ $$$ $ paid $ $ $ $$ $ paid $ $ $ $ $ $due $ $ $$ $ $due____________________________________________________________________________...⇄ $ $ $ $$ $ $due

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 Regards, [redacted]

Good morning [redacted] Thank you for contacting Quest Diagnostics Please be assured that we take contacts very seriously It is the policy of Quest Diagnostics to thoroughly investigate each complaintPlease be advised that your payment of $was posted to your invoice [redacted] on 11/14/The balance is now zero, you can be assured that nothing have been reported to the credit bureau and your credit has not been affected in anyway.I apologize for the delay in posting your payment.Sincerely,MicheleMichele L [redacted] | OptumCustomer Experience/Patient AdvocacySupporting Quest Diagnostics