Illumina Inc

Review: I started getting [redacted] calls from [redacted] Agency who said they were calling on behalf of [redacted], which is a subsidiary of Illumina, Inc. The amount was for genetic [redacted]ing ordered by my doctor's office. I never got a bill for this genetic [redacted]ing, so I assumed my insurance had paid for it in full. I asked my doctor's office to call the company and I was eventually put in contact with [redacted], a Billing Specialist at [redacted]. Her contact info is as follows: [redacted], Redwood City, CA 94063. [redacted].com t ###-###-#### f ###-###-####

Ms. [redacted] discovered that her company had the wrong address, which is why I never got a bill. She assured me that the debt would be recalled from the [redacted] agency and I would be provided written confirmation of this. She also said I would get an invoice mailed to my correct address so that I could pay the bill (which I am happy to do!). She also promised to write a letter explaining the mistake, so that I could send it to credit bureaus, in case the debt got reported and affected my credit.

That was three weeks ago, and I have still not gotten any confirmation of the debt being recalled, despite repeated calls and emails. I have also not gotten an invoice in the mail. To[redacted] I got another [redacted] call from [redacted] Agency. The debt is still in their system and they have received no communication that the debt has been recalled by Illumina/[redacted]. In my most recent communication with Ms. [redacted], she said that I would be contacted by the company that does their billing, which she called [redacted], and they would confirm that the debt had been recalled and also confirm that an invoice had been mailed. I have received no call or communication beyond this.Desired Settlement: I need written confirmation that the debt has been recalled from all debt [redacted] agencies employed by [redacted]/Illumina. I need an invoice so I can pay the bill as soon as possible. I need a letter explaining the situation and the mistake that was made, to provide to credit bureaus if necessary. I would also like an apology for the ten-plus hours I have spent dealing with this issue.

THANK YOU!

Business

Response:

We wanted to let you know that we would be in touch with the customer directly. We have been in touch with her and the issue is resolved.

Please let me know if you have any more questions.

Thank you,

Senior Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

I asked for, and was promised, a letter detailing the mistake that was made by Illumina and how it was resolved, so that I would have something in writing to send to credit reporting agencies in case this matter affected my credit. I have not gotten this letter.

Regards,

Business

Response:

Illumina, Inc. received complaint (ID [redacted]) on March 17, 2014 regarding billing of the customer’s [redacted]® [redacted]. In the complaint, the customer expresses repeated attempts to be invoiced for the [redacted]® [redacted] and to be removed from all debt [redacted] service lists. The customer requests an invoice be sent to them for the amounts due; a written confirmation of debt settlement; a letter explaining the billing situation; and an apology.

Illumina sincerely regrets the stress and inconvenience this issue created for the customer. Illumina is aware that some [redacted]® customers have experienced similar billing issues. While our Client Support team has helped to resolve a number of these cases, Illumina does not directly bill patients or physician’s offices. [redacted]® billing is currently outsourced to [redacted]. We are working to address the issue with [redacted] and lessen the impact on our customers.

In this particular case, the complaint arose from several factors, including a misunderstanding of the customer’s insurance benefits coverage, inaccurate customer billing information provided at the time of the [redacted], and the company’s current billing and [redacted] practices.

Since the receipt of this complaint, the customer was mailed an invoice for the amounts due, has paid all amounts due, the associated debts have been recalled in full, and no credit reporting agencies were notified of this debt.

Illumina is reevaluating its billing and [redacted] processes as it works to improve customer satisfaction in this matter. Please feel free to contact Illumina if you have any additional questions or concerns.