Dandridge Water

Dear Ms [redacted] : I am in receipt of your email dated 2/6/regarding a complaint your office received from [redacted] Upon review, I found we billed Ms [redacted] Insurance [redacted] for the testing her physician ordered and they denied the testing stating it was not covered We are not awaiting any paperwork from the physician, Payment is due by the patient due to the denial received from *** Any questions regarding the denial would need to be directed to *** Sincerely, [redacted] ***

Dear [redacted] I reviewed the first invoice ( [redacted] ) and found we billed [redacted] with the diagnosis codes [redacted] provided and [redacted] denied the test as they do not pay for it for his condition. We received an additional diagnosis code from [redacted] on 10/7/16, however, it was an... invalid code. On 10/24/16 we received correspondence from [redacted] indicating the same invalid code. [redacted] was informed prior to having the services performed that [redacted] would not pay for the test. He opted to have the test performed accepting financial responsibility for the services. Payment remains due at this time. Invoice # [redacted] was also billed to [redacted] and as we informed [redacted] prior, [redacted] denied one of the tests as they do not pay for it for his condition. He signed the Advanced Beneficiary Notice (ABN) prior to having the testing opting to have the test and accepting financial responsibility for the services. Our records indicate [redacted] sent new diagnosis information to us on 6/24/16, however he failed to sign the form which is required. We sent the form back for his signature. We have since received additional codes and resubmitted to [redacted] for reconsideration. At this time the account is on hold and we are awaiting their response. Sincerely,Maegan M***

Dear [redacted] :It seems [redacted] has been misinformed about our MyQuest application There’s an option to download the report inMyQuest and it shows the time and date it was collected, received and reported We will have someone reach out to [redacted] to assist her.Sincerley, [redacted] ***

The charges are for testing on a specimen collected by the physician, not at our McLean office The physician sent the specimen to us for testing therefore, we billed the insurance for the testing we performedSincerely, [redacted] ***

Complaint: I am rejecting this response because: In first place no insurance provider can have wrong dob details and have a policy I had the physician call [redacted] first to verify the cover first even before I went ahead for the testsI do not accept Quest's response as I have resent them more details again via their website contact last weekTheir approach to resolve this issues have not changed since my first complaint regarding this issue Regards, [redacted]

I am rejecting this response because: It is the responsibility of the company to verify insurance eligibilityIt was not checkedI was not prompted to personally check and at no point was there any interaction discussing insurance eligibilityI was simply told I would be billedThis is not good practice and this is why this company continues to have such poor ratings on the Revdex.com site. I am proposing a 50% reduction on my bill in order to settle this dispute

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: My husband was told he HAD to give them a credit card or they would not do the test. There was no other option given. Since our plan with *** pays 100% for diagnostic tests, we would not owe anything to Quest, therefore, no "pre-authorization" should be necessary. Quest says using the "Easy Pay" system is an option, but that is false. It is fraudulent to take a person's credit card when they don't owe any money. I have also spoken with *** about this and they said Quest is in the wrong, and are not allowed to do this
Regards,
*** ***

Dear Ms*** As I stated in my response I resubmitted the charges to insurance for reconsideration. There is nothing I can do further as this is now in the insurance plans hands for processing. Sincerely*** ***

Upon review, I found the mismatch occurred because there was no order placed in the program for the participant When the participant presented at the Patient Service Center for her screening, the provider found an order placed 9/25/and used that for her 9/23/collection.We've
requested *** results be reported to the *** *** *** She will be notified when her results are ready for viewing Her participation will also be communicated to the *** plan administrator so she receives her incentive. Sincerely,Maegan M***

Confirmed Once paid I will see that any negative remarks are removed with with credit bureaus

Dear *** ***Thank you for contacting Quest Diagnostics regarding your invoice. After reviewing your Explanation of Benefits for dates of service 12/7/2016, it shows a patient's responsibility is $and $24.56. This is shown under the column title Deductible. I attached a
copy of the Explanation of Benefits for your review. Please contact your insurance company directly if you have any questions how your claim was processed. Sincerely,Cecilia

*** *** had service on 3/22/and the claim was received by his insurance on 3/27/17. They have not yet responded to Quest, so we do not know if there is any patient responsibility. If there is a patient responsibility, after the insurance responds to us, we will send the patient a
bill. I appreciate the opportunity to respond to the patient's concerns. If you have any questions, please call me at ***
Sincerely, Barbara H***Manager, Patient Advocacy

Complaint: ***
I am rejecting this response because: my credit has already been damaged by the collections action I've been telling Quest since January that they were already paid, and were in fact overpaid from my HRA I want a refund plus interest at the maximum lawful rate from 12/25/thru the date I receive payment, plus a copy of their letter to every credit bureau proving I am not a deadbeat debtor
Regards,
*** ***

Dear Ms ***:I pulled a copy of the order and found the address ** *** ** * * *** *** ** *** was provided This could have been the error of our staff at our Patient Service Center if it was collected there, or the physician's office where it appears it was collected, or with
*** eligibility file not being updated I checked the eligibility file and verified the information is correct today, but am unable to see what it referenced back in March The order also references Mr***'s last name is "***" There seems to have been several clerical issues which caused the invoice not be be received by Mr***I sincerely apologize for any inconvenience Mr*** and his wife may have experienced I verified payment has been received and the invoice reflects a zero balance Please assure them that their credit has not been affected.Sincerely, *** ***

Dear *** ***Mr*** contacted our office three weeks ago about his request for us to pay for his physician's visit on 1/4/16. At that time we advised him that we would not pay for this physician's visit as he obtained the blood test results that day. We did advise him
that we would redo the test in question at no charge to him and we would also pay his revisit fee to his physician to obtain those results, but he declined. He informed us he didn't want to redo the test. We consider this matter closed

I reviewed *** *** invoices and found the following payments were received:DOS Amount Paid Date Paid2/6/ $ 3/14/163/12/ $
4/18/164/16/ $ 7/20/165/18/ $ 6/20/166/18/ $ 7/20/167/ $ Due It appears the 6/payment was for services performed 5/18/ When Tyler came to our office on 7/18/April and June's invoices were still open. Sincerely,Maegan M***

Complaint: ***
I am rejecting this response because:My insurance showed me proof that they sent you the payment on 8/4/Also, the check you send was not in my nameYou sent me someone else's check.
Regards,
*** ***

Dear Ms***:If we were given the correct insurance information by the referring physician in 2014, we would have billed it correctly We rely on the referring physician to provide us with the correct billing information In this instance, we were given the wrong insurance identification number.Sincerely,*** ***Patient Advocat

Good afternoon *** ***Please be assured that we take contacts very seriously. It is the policy of Quest Diagnostics to thoroughly investigate each complaint and to implement any appropriate corrective action when an area is identified as needing improvement or an employee in need of
counsel, coaching, re-education or re-training. Please be advised that your invoice *** for date of service 7/18/is now at a zero balanceI have sent a zero balance letter to your home for your recordsWe apologize for the lack of excellent customer service from our representative who received your prior correspondence. I have sent your concerns to the manager to provide additional re-training.Sincerely,MicheleMichele L*** | *** Customer Experience/Patient Advocacy Supporting Quest Diagnostics