Laboratory Corporation of America

Initial Business Response /* (1000, 5, 2016/07/13) */
July 13, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: XXXXXXXX
Dear Mrs. [redacted]
Laboratory Corporation of...

America ("LabCorp") appreciates the opportunity to address Mrs. [redacted]'s concerns regarding his above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis and the patient's demographic information. The referring physician's office completes this form.
LabCorp performed testing at the request of Mrs. [redacted]'s physician, Dr. [redacted] MD with [redacted] on 6/15/2015. LabCorp processed the request and reported the results.
LabCorp filed the charges to Mrs. [redacted]'s [redacted] on 6/26/2015. LabCorp received an Explanation of Benefits from Mrs. [redacted]'s insurance company on 7/20/2015. [redacted] processed the claim and denied it stating: expenses incurred after coverage terminated.
LabCorp received new insurance information on 7/29/2015 and resubmitted the charges to Mrs. [redacted]'s [redacted] of [redacted] LabCorp received an Explanation of Benefits from Mrs. [redacted]'s insurance company on 9/02/2015. [redacted] processed the claim and denied it stating: additional information was needed.
Mrs. [redacted] contacted LabCorp on 3/14/2016 and advised us that she was going to appeal her insurance company's decision and stated the insurance needed information from the ordering physician's office. Mrs. [redacted]'s insurance company contacted LabCorp on 3/15/2016 and stated they would be sending a letter for the information needed from the ordering physician's office in order to process the claim.
LabCorp also sent invoice XXXXXXXX for date of service 06/15/2015 to our Third Party Appeal Department for review. We received a response from Third Party [redacted] on 3/31/2016, advising the insurance identification number was incorrect and the physician's notes and medical records were needed. The claim was resubmitted to [redacted] with the correct identification number on 03/31/2016. LabCorp received an Explanation of Benefits from Mrs. [redacted]'s insurance company on 06/08/2016. LabCorp invoiced Mrs. [redacted] $791.00 on 06/09/2016, per [redacted] EOB. If Mrs. [redacted] has any questions regarding [redacted] consideration of the charges she should contact her carrier.
On 06/17/2016 Mrs. [redacted] contacted LabCorp and advised that her insurance company, [redacted] reprocessed the claim and stated that $580.58 was patient responsibility per her EOB she received from [redacted] The patient stated she would fax her EOB to LabCorp for review, X-XXX-XXX-XXXX. We still have not received this information. On 6/18/2016 a payment from the patient of $580.58 was processed, leaving the patient a balance of $210.42. We will be happy to complete any needed adjustment based on an updated EOB.
Should Mrs. [redacted] have additional questions or concerns, she may contact our Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
Lisa W[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 7, 2016/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I immediately faxed the EOB after speaking with their representative and confirmed the fax was completely sent on the fax machine. I also mailed a copy of the EOB on 7/11/16 as I suspected a fax might become lost in this disorganized process. If the corporation was truly interested in resolving this matter, they would contact my insurance company and obtain the updated EOB themselves since they have been unable to locate it with both methods I have used.
Final Business Response /* (4000, 10, 2016/07/28) */
July 28, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: XXXXXXXX

Dear Mrs. [redacted]
This letter is in response to the above complaint. Our records indicate the following:
We are showing LabCorp received the patient's Explanation of Benefits, which was scanned into our system on 07/13/2016. We have reviewed the information provided from Mrs. [redacted] and it confirms the patient's responsibility is $580.58.
LabCorp has sent invoice XXXXXXXX to our Adjustment Department to have the $210.42 adjusted off the invoice. Invoice XXXXXXXX for date of service 06/15/2015 reflects a zero balance at this time. (A copy of the Explanation of Benefits received form Mrs. [redacted] and all of the EOB's we received from [redacted] has been forwards to Mrs. [redacted] under separate cover.)
We like to take this opportunity to apologize for any inconvenience Mrs. [redacted] has experienced relating to this matter.
Should Mrs. [redacted] have additional questions or concerns, she may contact our Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
Lisa W[redacted]
Patient Billing
Final Consumer Response /* (2000, 12, 2016/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2016/08/10) */
August 10, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - Dr. [redacted]
Client Account Number - XXXXXXXX
Complaint Number -XXXXXXXX
Dear Ms. [redacted]
This...

letter is in response to your correspondence dated July 26, 2016 regarding Dr. [redacted]'s client account with LabCorp. LabCorp is a laboratory that performs testing only at the request of a licensed physician or other person authorized to use the findings of laboratory examinations. When LabCorp performs testing as requested by a physician, we are obligated to bill according to the test request form we receive.
According to the test request form we received from Dr. [redacted] regarding the services provided to Mr. [redacted] on 1/22/2014, the charges were to be billed to Dr. [redacted]'s client account. Upon receipt of the patient's insurance information, we attempted to file the patient's insurance. However, the claim was denied advising the patient had no coverage on the date of service and the billing was placed back on Dr. [redacted]'s client account.
In a letter from Dr. [redacted] to a resolution analyst on 11/27/2015, Dr. [redacted] acknowledges the patient has no coverage on the date of service. Dr. [redacted]'s letter continues to explain that he made several unsuccessful attempts to collect the amount due from Mr. [redacted] as well. Dr. [redacted] paid $419.62 which is half of the $839.25 amount that was billed to his client account, according to his contract.
In the correspondence we have received from Dr. [redacted] via email, Dr. [redacted] was requesting to negotiate the cost of the testing to the prices of a Professional Co-Op account, to which he is affiliated. Dr. [redacted] was advised on 2/27/2016 via email that the test request form was not originally written on a Professional Co-Op account. We have not been provided nor been able to locate the Professional Co-Op account Dr. [redacted] is referencing in his correspondence.
Currently Dr. [redacted] is in communication with Ms. R[redacted], the LabCorp physician account representative servicing Dr. [redacted] account. Also, Ms. S[redacted], LabCorp Regional Manager, to discuss Dr. [redacted] billing and service concerns.
Customer Services is important to us and we appreciate the opportunity to assist you with your inquiry. We would like to take this opportunity to apologize for any inconvenience Dr. [redacted] has experienced related to this matter. If he needs further assistance, our Client Billing Department can be reached at X-XXX-XXX-XXXX.
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 7, 2016/05/31) */
May 31, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: [redacted]
Complaint No.: [redacted]
Dear Mr. [redacted]:
Laboratory...

Corporation of America ("LabCorp") appreciates the opportunity to address Mrs. [redacted]'s concerns regarding his above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis and the patient's demographic information. The referring physician's office completes this form.
LabCorp performed testing at the request of Mrs. [redacted]'s physician, Dr. [redacted] with [redacted], on 11/19/2015. LabCorp processed the request and reported the results.
The referring physician's office provided [redacted] billing information as the patient's primary insurance on the requisition form. LabCorp filed the charges to Mrs. [redacted]'s [redacted] on 11/21/2015. LabCorp received an Explanation of Benefits from Mrs. [redacted]'s insurance company, on 12/10/2015. LabCorp received a payment of $67.06 from [redacted]. The negotiated savings per Mrs. [redacted]'s contract was applied to the bill and the balance due of $0.00 was the patient's responsibility.
On 01/26/2016, LabCorp received an email from Mrs. [redacted] who stated LabCorp billed her secondary insurance, instead of her primary insurance. LabCorp responded to Mrs. [redacted]'s email advising we would need to wait until her secondary insurance carrier fully retracted their claim and requested a refund in order for our system to show the balance to bill to a different insurance company. Mrs. [redacted] was also made aware that she did not receive an invoice because her secondary insurance paid the claim in full.
LabCorp received a response from the secondary, [redacted], requesting to retract the information and refund them the amount of $67.06 that they paid on 12/10/2015. We refunded [redacted] on 02/09/2016 and billed Mrs. [redacted] the balance of $67.06.
LabCorp received a second email from Mrs. [redacted] on 05/19/2016, stating she received a bill from LabCorp. We responded to Mrs. [redacted] advising that in order to bill her primary insurance company we will need her insurance information. LabCorp also sent a letter to Mrs. [redacted] requesting her secondary insurance information. On 05/27/2016 LabCorp received the patient's primary insurance information and refiled the claim to [redacted]. LabCorp awaits a response from [redacted]. The insurance companies have also sent a letter to Mrs. [redacted] asking to call and verify coordination of benefits. The patient should allow 30 -45 days for LabCorp to receive a response from her insurance company.
Should Mrs. [redacted] have additional questions or concerns, she may contact our Patient Billing Department at 1-800-845-6167 Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
Lisa W[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 9, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all when you go to LabCorp for blood draw or other testing you are required to provide your insurance cards, id, and a credit card. I provided both the primary insurance which is [redacted] of Texas, and [redacted] under [redacted] [redacted] as the secondary. So why you would send to the ordering doctor to get insurance information makes no sense. This indicates to me that you are not using the information provided by the patient. Sadly, I am the one that pointed out your error, and I had contacted my husband's insurance due to your error. That is the reason that the money had to be returned to [redacted]. So my honesty made things worse on me. You said you sent a letter asking me to provide my primary and secondary insurance. What happened to this information that I provided on 11/19/2015>you should have had this to properly bill. You NEVER sent me a bill for $67.06, the billing was for over $400. I hope that you billed [redacted] of Texas prior to sending the claim back to [redacted] otherwise, it is going to be rejected again. NO the insurance company did NOT send me any letter for a coordination of benefits. Both insurances already have that information available and on FILE. I just don't know why you couldn't get the billing correct from the beginning. I am not the one that created the error, I provided you with what was needed, it was your error. I should not have had to go through this nightmare. AND furthermore you have the phone number to call for further questions. IT is very hard to get through to customer service, I only have a limited amount of time during my work day to make calls, and I had to spend my entire lunch trying to reach you about 2 to 3 weeks ago and I still didn't reach a live person. This situation is both bothersome and sad to me, I really liked using LabCorp and I loved the person that worked at the Uniontown location, she was personable and good at her job. But unfortunately since this happened, I had to find other lab services to do my blood work. I guess good deeds don't go unpunished, I shouldn't have brought your error to your attention, maybe the insurance company wouldn't have caught it, and we could have all gone on happily.
Final Consumer Response /* (4200, 13, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are just trying to take the heat off of you for your error. I don't care what you had on file, I provided you with the correct information providing my primary and secondary insurance information. I obviously am not stupid, I know that you can only have one primary insurance, and in this case my husband's insurance is my secondary insurance. I repeat again both my insurance and my husband's insurance know about the other, so stop telling me I need to update my coordination of benefits. Since October 2015, I have NOT had any problems with any other affiliate/health place in regards to claims being processed correctly between my primary insurance and my secondary insurance. Does having to insurance companies make it impossible for Lab Corp to correctly bill? Why was is such a problem? And where did the information go to that I provided for billing upon arriving for my blood work? Again after you bill my primary insurance, you can then send any remaining balance to the secondary insurance. And don't send me any bill without properly billing. If you bill it correctly using primary then billing the secondary, the claim will be paid. This is such an aggravating experience that I have had to go through. I have a mother going through cancer, and I certainly don't need the added stress. Just get it corrected and I will be happy to be rid of the situation.
Final Business Response /* (4000, 16, 2016/08/25) */
August 23, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: Gina [redacted]
Invoice Number: [redacted]
Complaint No.: [redacted]
Dear Ms. [redacted]:
Please be advised per [redacted] guidelines, established in October 2013, LabCorp is required to file charges to the local [redacted] in the state where the ordering physician is licensed. For this reason, Ms. [redacted]'s charges were submitted to [redacted]S of PA.
LabCorp contacted [redacted] of Pennsylvania for additional information pertaining to Ms. [redacted]'s complaint (call ref# [redacted]). At this time, Ms. [redacted]'s charges are pending with [redacted] under her primary policy (Subscriber ID# beginning with[redacted]).
Furthermore, LabCorp verified with Ms. [redacted]'s secondary carrier ([redacted]-call ref# [redacted]) her Coordination of Benefits was updated as of October 1, 2015. They originally processed these charges as primary, in error.
LabCorp welcomes the opportunity for additional training. This information has been forwarded to management in the appropriate division. We apologize for any inconvenience experienced by Ms. [redacted].
At this time the billing cycle on Ms. [redacted]'s invoice has been reset, and billing has been suspended, pending a response from the primary insurance carrier. Should Ms. [redacted] have additional questions or concerns, she may contact our Patient Billing Department at [redacted] Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
Cherry L[redacted]
Patient Customer Service

Initial Business Response /* (1000, 6, 2016/05/17) */
May 17, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: [redacted]
Complaint No.: [redacted]
Dear Mrs. [redacted]:
Laboratory...

Corporation of America ("LabCorp") appreciates the opportunity to address Mrs. [redacted]'s concerns regarding his above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis and the patient's demographic information. The referring physician's office completes this form.
LabCorp performed testing at the request of Mrs. [redacted]'s physician, [redacted] with [redacted], on 10/01/2015. LabCorp processed the request and reported the results.
LabCorp filed the charges to Mrs. [redacted]'s [redacted] on 10/03/2015. LabCorp received an Explanation of Benefits from Mrs. [redacted]'s insurance company, on 10/23/2015. LabCorp invoiced Mrs. [redacted] $77.43 on 10/24/2015, per [redacted] EOB. If Mrs. [redacted] has any questions regarding [redacted] consideration of the charges she should contact her carrier.
LabCorp has mailed 7 invoices to Mrs. [redacted]. (A copy of LabCorp's original invoice has been forwarded to [redacted] under separate cover, also we mailed Mrs. [redacted] a copy of the original invoice as well as the requisition we received from the ordering physician, showing the address LabCorp was provided to send all invoices.)
On 05/03/2016, LabCorp received a phone call from Mrs. [redacted] inquiring about the billing. Mrs. [redacted] updated her address and made a payment in the amount of $77.43. We sent Mrs. [redacted] a receipt for her payment on 05/05/2016. Invoice [redacted] for date of service 10/01/2015 now reflects a zero balance.
Mrs. [redacted]'s lab results are forwarded directly to the ordering physician, and may be obtained from their office. If Mrs. [redacted] prefers, she may contact our Customer Service Department at: [redacted] to request them directly from LabCorp. LabCorp also has a website she may register on and receive her lab results directly. She may visit https://patient.labcorp.com and register with our Beacon site. Sign up only takes a few minutes. Each time Mrs. [redacted]'s physician uses our lab we will upload the results directly to her Beacon account.
Should Mrs. [redacted] have additional questions or concerns, she may contact our Patient Billing Department at [redacted] Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
Lisa W[redacted]
Patient Billing

March 8, 2017   Revdex.com of NC [redacted]. Greensboro, NC 27410     Re:       Consumer Name – [redacted]              Invoice Number – [redacted]...

            Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated February 23, 2017 regarding the services requested by Dr. [redacted] on February 20, 2017. We appreciate the opportunity to address Ms. [redacted]’s concerns regarding her experience at our Patient Service Center in Berlin, Maryland. In following up on Ms. [redacted]’s statement, her comments and concerns were forwarded to our management staff for review.   In an effort to respond to Ms. [redacted]’s complaint and feedback, Ms. J[redacted], a Territory Director, contacted her directly to discuss resolution of her concerns. In speaking with Ms. [redacted], she was advised of the documentation needed in order to forward her request for reimbursement. We are in receipt of the photographs Ms. [redacted] has provided of her kitchen sink. We are awaiting an estimate for replacement.   In addition to Ms. [redacted]’s compensation request, Ms. J[redacted] also addressed her concern with regards to the test kit and instructions she was provided. Upon completion of the phlebotomist investigation, no procedure issues were found and all protocols were followed. Another specimen has been recollected so that the ordered test may be completed and results sent to Dr. [redacted].   Customer service is very important at LabCorp. We hope the information is helpful and apologize for any inconvenience Ms. [redacted] may have experienced. We trust her future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service.  If she needs further assistance, our Patient Billing Department can be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

Initial Business Response /* (1000, 5, 2016/02/24) */
February 24, 2016
[redacted]
Revdex.com of NC
[redacted].
[redacted]
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Numbers: XXXXXXXX and XXXXXXXX

Dear Mr....

[redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Our records indicate LabCorp submitted a claim to Ms. [redacted]'s insurance carrier [redacted] of New York for invoice number XXXXXXXX on 11/30/2015. [redacted] of New York denied the charges stating: claim not covered by this payer, you must send the claim to the correct payer. Please be advised LabCorp has been instructed to submit our claims to the [redacted] in the state the physician is licensed to practice. Our records indicate Dr. [redacted] is licensed in the state of Florida. Therefore, LabCorp submitted a claim [redacted] of Florida on 12/22/2015. [redacted] of Florida denied the charges stating: deductible. LabCorp invoiced Ms. [redacted] beginning 1/13/2016 and received her payment in the amount of $102.00 on 2/19/2016. The invoice now reflects a zero balance.
LabCorp submitted a claim to Ms. [redacted]'s insurance carrier [redacted] of New York for invoice number XXXXXXXX on 9/1/2015. [redacted] of New York denied the charges stating: claim not covered by this payer, you must send the claim to the correct payer. LabCorp then submitted a claim [redacted] of Florida on 9/23/2015. [redacted] of Florida denied the charges stating: deductible. LabCorp invoiced Ms. [redacted] beginning 10/27/2015. LabCorp received correspondence from Ms. [redacted] on 12/1/2015 and submitted an additional claim to [redacted] of Florida. [redacted] of Florida denied the charges stating: duplicate. LabCorp invoiced Ms. [redacted] again. If Ms. [redacted] has questions regarding the denial of payment for her laboratory services, by her insurance company, she will need to contact them directly.
We hope the above information is helpful and clarifies Ms. [redacted]'s concerns. If she needs further assistance, please contact our Patient Customer Service Department X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Labcorp seems to have completely ignored my original complaint. My complaint can be summarized by 2 main concerns: 1) Labcorp's negligence when they didn't notify me that my insurance isn't accepted by them when I was a patient in their office and 2) When I reached out to Labcorp, their customer service interface and options were horrible.
Labcorp's response to my complaint simply provides a timeline of how they billed me and how they finally reached out to me via email when I tried AGAIN to file a claim. The response doesn't address my concerns at all.
Final Business Response /* (4000, 9, 2016/03/07) */
March 7, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Numbers: XXXXXXXX and XXXXXXXX

Dear Mr. [redacted]
This letter is in response to the recent correspondence for the above complaint. Please be advised LabCorp's phlebotomist do not have knowledge or access to LabCorp's contracts with each insurance carrier. LabCorp does submit claims to all companies as a as a courtesy to our patients. LabCorp then invoices each patient based upon the explanation of benefits from their carrier. If Ms. [redacted] has questions regarding the denial of payment for her laboratory services, by her insurance company, she will need to contact them directly.
We hope that this clarifies LabCorp's procedures and we apologize for any inconvenience Ms. [redacted] has experienced. If she needs further assistance, please contact our Patient Customer Service Department X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

Initial Business Response /* (1000, 8, 2016/02/02) */
February 2, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: Rafael [redacted]
Complaint Number: XXXXXXXX
Invoice Number: XXXXXXXX

Dear Mr....

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. Please be advised LabCorp only performs tests at the request of a licensed physician or other person authorized to use the findings of laboratory examinations. The laboratory report is sent to the licensed physician or other authorized person who requested the test and he or she must make the diagnosis. Please contact the referring physician for test questions. LabCorp cannot cancel a test unless the referring physician's office contacts us directly.
LabCorp has a preauthorization credit card program. This program allows LabCorp to collect any balance due from patients after their insurance has processed the claim for LabCorp's service and determined there is a patient responsibility. LabCorp secures credit card data and protects it within its network. LabCorp complies with payment card industry standards.
If LabCorp is directed by the patient's insurance plan there is a patient responsibility, it will process those charges made against the patient's credit card for services rendered up to the amount, which the patient authorized. The patient will receive a letter in the mail confirming the final amount charged. Thereafter, LabCorp will destroy the patient's credit card information after the appropriate charge is processed or after notification from your insurance company that there is no patient responsibility.
This program is voluntary and its intent is to provide a service to our patients. No patient is refused service if they choose not to provide a credit card.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance regarding his credit card issue he will need to contact our Patient Customer Service Department at X-XXX-XXX-XXXX.
Respectfully,
Melinda W[redacted]
Patient Customer Service

March 27, 2017   Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Patient Name – [redacted] Invoice Number – [redacted]             Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your recent correspondence dated March 21, 2017 regarding the processing of Mr. [redacted]’s claim by his health insurance carrier, [redacted]. In our previous response we advised that Mr. [redacted]’s we submitted the claim to his insurance carrier at the correct address on March 13, 2017. As of March 24, 2017, we have not yet received a response from Mr. [redacted]’s insurance carrier.   In researching Mr. [redacted]’s comments, we contact [redacted] on March 24, 2017 to verify the claim status. We spoke with Kyle, a customer service representative, from Mr. [redacted]’s insurance. The call reference number provided by Kyle is [redacted]. Kyle acknowledged that the claim was received on March 14, 2017 and is currently being processed. Kyle further confirmed that the previously filed claims had not been received . Kyle requested we allow 30-45 days for processing to be completed.   If Mr. [redacted] has received an Explanation of Benefits for these services, and it reflects a lesser amount due as patient responsibility, we ask that he forward a copy of the EOB to us for review. Mr. [redacted] may attached the requested documents or fax them to us at [redacted]. Pending receipt of the finalized claim from his insurance carrier, Mr. [redacted] may disregard any prior invoices for the services provided on November 18, 2017. A revised invoice will be mailed to Mr. [redacted] should there be any patient responsibility once the claim is processed.   We hope this information clarifies Mr. [redacted]’s concerns. We appreciate his valuable feedback. If he needs further assistance with this matter, our Patient Billing department may be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

I am rejecting this response because:  Restating a policy does not address the unethical nature of the policy.  Again, charging almost 300 dollars more to an insurance company is unethical. There is lieterally no justification for the increased charge other than "because we can". At this point I am reporting this practice as fraud and abuse to my insurance company.

Laboratory Corporation of America Holdings [redacted] Burlington, North Carolina 27216-1558 Telephone: 1-800-222-7566 ext. [redacted] FAX: 1-336-436-1775   Website: www.labcorp.com/billing May 9, 2018   Revdex.com of NC [redacted] Greensboro, NC 27410     Re:      Consumer Name:                  [redacted]             Invoice Number:                   [redacted]             Complaint Number:             [redacted]   Dear Sir/Madam:   This letter is in response to Ms. [redacted]’s rebuttal of our original response. Laboratory Corporation of America (“LabCorp”) takes all customer concerns seriously and we appreciate the opportunity to further clarify Ms. [redacted]’s concerns.   Please be advised LabCorp’s costs for services vary depending on the location where services are rendered, ordering physician, and multiple other factors. LabCorp offers our Lab Access Partnership (“LAP”) program for uninsured patients at our Patient Service Center (“PSC”) locations. Also, LabCorp holds contracts with some physician’s offices that allow them to offer LabCorp services at a discounted rate to their patients.   We have reviewed our records and located services for Ms. [redacted] requested by Derosa Medical on June 3 and September 2, 2017. These services were billed directly to Derosa Medical and would have been subject to their pricing. Please note that the facility referenced in Ms. [redacted]’s complaint as Chandler Derosa Medical is not a LabCorp facility.   Please note we do not record conversations in our PSC’s so we have no ability to listen to conversations. We do have a cash receipt signed by Ms. [redacted] that reflects a total cost of $1,254, a payment of $110 and balance due of $1,144. The balance was then lowered due to an adjustment for a “test not performed.”   We have verified that invoice [redacted] was priced correctly according to the tests ordered. The balance of $939.51 is currently due. Ms. [redacted] may contact our Patient Billing department to establish an interest-free payment plan (which places her invoice/billing on hold).   We take all customer concerns seriously and we appreciate Ms. [redacted]’s business. Should additional assistance be need regarding this matter, our Patient Billing department may be reached at [redacted].   Sincerely,     Daryl H[redacted] Patient Customer Service

I am rejecting this response because:LabCorp has failed twice to competently file a claim on my behalf, and has invoiced me for the full amount as a result of those failures.  I ask that Revdex.com keep this complaint open until the current and third filing has run it course.  It would be premature to close this case until I am satisfied with the resolution, and also until LabCorp receives proper payment for services rendered. Than you.

Laboratory Corporation of America Holdings      PO Box 1558      Burlington, North Carolina 27216-2240      Telephone:        [redacted]...

     FAX:                   [redacted]      Website: www.labcorp.com/billing     November 8, 2017                                  Revdex.com 529 College Rd. Ste. G
Greensboro, NC 27410   Patient: [redacted] Invoice: [redacted] Complaint #: [redacted]   Dear Sir/Madam:   We received correspondence from your office dated November 3, 2017 in regards to services provided to Mr. [redacted] on September 23, 2017. LabCorp takes all customer concerns seriously and we appreciate the opportunity to research Mr. [redacted]’s concerns. Please be advised that when a test requisition form is sent to LabCorp from a physician’s office, we are obligated to perform the requested tests.   LabCorp will know in advance certain tests for [redacted] patients are not covered. Some of the tests ordered by the physician in these situations require an Advance Beneficiary Notice of Non-coverage (ABN). The ABN is presented to the patient offering the option to accept or decline testing. LabCorp appreciates the patient statement. We are billing the patient based on the signed ABN and the properly performed and resulted test.   On September 23, 2017 Mr. [redacted] was presented with an ABN which provided the testing that would not be covered, cost of test, and an option to accept or decline the test in question. Mr. [redacted] choose Option 1, which states that he would like to have the laboratory test performed and billed to [redacted] for an official decision on payment. The ABN also affirms, by Mr. [redacted]’s signature, that if [redacted] does not pay, he is responsible for payment. Mr. [redacted] does have the option of appeal directly to [redacted] by following the directions on his [redacted] Summary Notice. We have attached a copy of the signed ABN to this response.   Our records indicate we have filed these charges to Mr. [redacted]’s secondary insurance carrier, [redacted], and are awaiting their response. All billing has been suspended, pending their reply.   We hope this information is helpful and clarifies Mr. [redacted]’s concerns. If he needs further assistance our Patient Customer Service Department can be reached at [redacted] Monday – Friday (8am-8pm EST).   Sincerely,       Daryl H[redacted] Patient Billing

Initial Business Response /* (1000, 5, 2016/06/14) */
June 14, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - [redacted]
Invoice Number - XXXXXXXX
Complaint Number -XXXXXXXX
Dear Ms. [redacted]
This letter is...

in response to your correspondence dated June 11, 2016 regarding the services provided to Ms. [redacted] on 6/5/2015. Please be advised that LabCorp bills based off the Explanation of Benefits received from the insurance carrier. Our records indicate we submitted a claim to [redacted] on 6/11/2015 in the amount of $341.00 for the services we provided at the request of Dr. [redacted] We received consideration of the charges from [redacted] on 7/6/2015 advising that $93.45 was denied as non-covered. Therefore, we began billing Ms. [redacted] for the non-covered amount of $93.45.
LabCorp often receives payments and explanation of benefits in bulk from most of our contracted insurance companies. This information is typically for many patients/invoices and for thousands of dollars. Therefore, the process of posting payments and adjustments to the proper invoice can take up to 45 days from the date the claim was processed.
After reviewing the specifics of the invoice, a follow up with [redacted] revealed that [redacted] reprocessed Ms. [redacted]'s claim on 5/11/2016. According to the most recent explanation of benefits, [redacted] made and additional payment of $31.62 on the previously denied charge and discounted the remaining $61.83 per their contract. We have processed the necessary adjustments to ensure invoice XXXXXXXX reflects a zero balance. Ms. [redacted] may disregard and notices sent prior to this letter. Please be advised that LCA Collections is a division of LabCorp. The invoices have not reported outside of our company or reported to the credit bureaus.
Customer Services is important to us and we appreciate the opportunity to assist you with your inquiry. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. If she needs further assistance, our Patient Billing Department can be reached at X-XXX-XXX-XXXX.
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 6, 2016/05/16) */
May 16, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Numbers: [redacted] and [redacted]

Dear Mr....

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Our records indicate on 12/30/2015, invoice number [redacted], LabCorp performed test number [redacted] on Ms. [redacted]'s son. LabCorp submitted a claim to Ms. [redacted]'s insurance carrier, [redacted], in the amount of $121.00. [redacted] remitted a payment in the amount of $12.46 on 1/9/2016. On 4/25/2016, LabCorp's Lab Customer Service Department received information advising test number [redacted] was the incorrect test. Therefore, on 4/26/2016, LabCorp processed a refund to [redacted] in the amount of $12.46. We also advised [redacted] the claim was sent to them in error so they may correct Ms. [redacted]'s record.
Ms. [redacted]'s son had testing on 1/19/2016; invoice number [redacted], in the amount of $1505.00. [redacted] applied $141.04 toward Ms. [redacted]'s deductible. In Ms. [redacted]'s complaint she requested LabCorp process an adjustment in the amount of $121.00 on invoice number [redacted]. Please be advised due to the refund to [redacted] mentioned above; no adjustment will be processed. The balance due remains $141.04.
We have on file Ms. [redacted]'s credit card preauthorization form signed on 12/30/2015 indicating she authorized LabCorp to bill her credit card ending in "[redacted]" up to $121.00. Due to [redacted]'s payment in full LabCorp did not utilize this credit card data. LabCorp did not receive a payment from Ms. [redacted].
We hope this information is helpful and apologize for any inconvenience Ms. [redacted] and her son have experienced related to this matter. We hope this clarifies her concerns. If she needs further assistance, please contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

June 9, 2017   [redacted] Revdex.com of NC [redacted] Greensboro, NC 27410   Re:      Consumer Name:                    [redacted]...

Invoice Number:                     [redacted]             Patient Name:                         [redacted] Complaint No.:                     [redacted]   Dear Ms. [redacted]:   Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Ms. [redacted]’s concerns regarding her above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis. According to the requisition provided by Dr. [redacted], the correct tests were performed. Our lab customer service department confirmed that there were no issues with the specimen or the results.   Prior to performing the test, Ms. [redacted] states that the lab technician did not ask any essential questions in reference to her exam. The questions and responses, which include name, date of birth, race, weight, etc. are provided by the physician on Form 0900. LabCorp does not treat a patient throughout a pregnancy; therefore, we would need the information to come from the ordering physician prior to testing. LabCorp had sufficient information to perform the test without interaction with Ms. [redacted].   Furthermore, Ms. [redacted] mentions that LabCorp reported the gestational age of 20 weeks. LabCorp does not provide or change the gestational age on a patient. The ordering physician is the only one authorized to provide or alter the gestational age. LabCorp received the initial gestational information of 20 weeks. Our records indicate that LabCorp produced a revised report with an adjusted gestational age of 16 weeks provided from the ordering physician. The results were submitted with the revised report to Dr. [redacted]. Should Ms. [redacted] have questions concerning the report, she would need to follow up with Dr. [redacted].   On date of service May 27, 2017, Ms. [redacted] was provided with a patient acknowledgment of estimated financial responsibility. This document showed Ms. [redacted] the estimated amount due after her insurance processes her claim. LabCorp submitted a claim to Ms. [redacted]’s insurance on June 1, 2017. We await their response at this time. Should there be any patient responsibility, we will send her an adjusted invoice. No payments have been received from Ms. [redacted] and no refund is due.     We hope that this information is helpful. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at [redacted] M-F 8am-5pm EST and a representative will be happy to assist her further.      Sincerely,     Kenneth A[redacted] Patient Customer Service Tell us why here...

Initial Business Response /* (1000, 11, 2016/02/29) */
Laboratory Corporation of America Holdings
[redacted]

Telephone: X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
Website: ...

www.labcorp.com/billing
February 29, 2016
[redacted]
Revdex.com of NC
[redacted]
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: XXXXXXXX
Dear Mr. [redacted]
This letter is in response to the above complaint. Our records indicate the following:
LabCorp received a specimen from Dr. [redacted] on the behalf for Mr. [redacted]: 12/02/2015. The testing was completed and results were forwarded to his doctor. LabCorp also billed his insurance carrier, [redacted] as per the doctor's instructions.
LabCorp received a payment from [redacted] 12/19/2015, and billed Mr. [redacted] the balance of $21.69 per the accompanying Explanation of Benefits. LabCorp received a telephone call from Mr. [redacted] advising he had already paid for his labs with the doctor's office. As is policy, Mr. [redacted] was advised to have his physician's office contact LabCorp for corrections to his billing. LabCorp received notification from the doctor's office of their error on 02/18/2016, and requesting the charges be billed to them directly.
LabCorp refunded [redacted] on 02/22/2016, and billed the doctor directly for these services. Should Mr. [redacted] have additional questions or concerns, he may contact our Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist further. There is no patient responsibility with LabCorp outstanding for these services. We apologize for any inconvenience Mr. [redacted] has experienced.
Sincerely,
[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 13, 2016/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Simply said apologize is not acceptable. How about almost 2 hours of my time spent, including today time writing this, to resolve this billing errors, not caused by me as patient, which Labcorp should take initiative to resolve it?
What labcorp will DO to compensate time I have to spent to fix this?
if I don't take action, labcorp will simply take my account to collection and further hurt my credit score for mistake I did not make, for mistake caused by labcorp.
I talked to Labcorp reps on this Revdex.com record and she refuse to call my doctor office[redacted] family practice, I have to spend time to resolve this billing error, that is not caused by me. It is the responsibility of labcorp to resolve it, and taking time to resolve it, and not taking my time as patient.
see records below time I have to spend to fix billing error caused by labcorp
2/5/2016 4:20 AM 4:23 AM 0:03 quest diagnostic added reminder on 2/12 Friday for following Monday 2/15 11 am appt
2/15/2016 12:29 PM 12:55 PM 0:26 [redacted] emailed to both Cindy's email address the dups charge, take phone photo of Labcorp, created spreadsheet to show side by side duplicate charges, sent to her
2/18/2016 6:58 AM 7:05 AM 0:07 [redacted] follow up email to Cindy - billing to resolve duplicate billing issue, detail on gmail sent few minutes ago
2/23/2016 5:34 AM 5:39 AM 0:05 [redacted] no email response yet from Cindy - Billing [redacted] on Saturday last week, Labcorp online still shown same $21.69 bal and same balance on labcorp infoline
2/23/2016 5:39 AM 5:50 AM 0:11 [redacted] What Cindy tried to fix, become worst, now wrongly bill $214 in labcorp, detail in gmail this am and [redacted] LabCorp Billing.txt
2/23/2016 5:50 AM 6:08 AM 0:18 [redacted] 6:04 AM 2/23/2016: added to Revdex.com complaint [redacted] , detail email communication with [redacted] Billing - Cindy since 2/15/16 till this am. Detail also in LabCorp Billing 2015-12-02 - Revdex.com.txt one drive, and status update in LabCorp Billing.txt in one drive
2/23/2016 11:33 AM 11:40 AM 0:07 [redacted] split time in half - detail in gmail for both labcorp and [redacted] resolve this in timely manner to avoid hurting my credit
2/24/2016 5:20 AM 5:30 AM 0:10 [redacted] cannot pay online after tried to setup, detail at one drive [redacted] Access & Status.txt, updated reminder from yesterday 3 pm to today same day to pay [redacted]
2/24/2016 2:36 PM 2:43 PM 0:07 [redacted] paid with Health Sav. Acct $9.37

February 27, 2018   Revdex.com of NC[redacted]Greensboro, NC 27410  Re:          Consumer Name:  [redacted]               ...

Complaint Number:  [redacted]                Invoice Number:  [redacted]                Dear Sir or Madam: Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Ms. [redacted]’s concerns regarding her complaint.  Please be advised that Labcorp only performs tests at the request of a licensed physician or other person authorized to request testing.  Our records indicate invoice number [redacted] for date of service November 14, 2015 was ordered by [redacted]. When Ms. [redacted] was treated by the physician she gave permission to be treated accordingly (i.e. lab work, x-rays, prescriptions, etc.).  LabCorp submitted a claim to Ms. [redacted]’s insurance carrier [redacted], in the amount of $690.00.  [redacted] processed the claim and denied $531.00 of it stating: non covered services. We received a payment of $68.12 from [redacted]. The negotiated savings per Ms. [redacted]’s insurance contract have been applied to the bill and the balance due of $531.00 is the patient's responsibility. If Ms. [redacted] has any questions regarding the denial of payment for the laboratory services she will need to contact [redacted] directly. If she has questions regarding the testing please contact [redacted] at [redacted].   LabCorp invoiced Ms. [redacted] beginning on December 24, 2015 through June 19, 2016. Due to non-payment the balance of $531.00 was transferred to [redacted] and later to [redacted]. We hope this information is helpful and clarifies Ms. [redacted]’s concerns. She may contact [redacted] at [redacted] if she wishes to pay this invoice.  Should she have additional questions or need further documentation regarding this invoice she may contact our Patient Billing Representatives at [redacted] M-F 8am – 8pm EST and a representative will be happy to further assist her.   Respectfully, Melinda W[redacted]Patient Customer Service

O      Laboratory Corporation of America Holdings      [redacted]
[redacted]      Telephone:         [redacted]      FAX: ...

              [redacted]                                         ...⇄         Website: www.labcorp.com/billing       September 7, 2017   Revdex.com of NC [redacted] Greensboro, NC 27410   Re:       Consumer Name: [redacted] [redacted]              Complaint Number: [redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated September 1, 2017 regarding the above referenced complaint. Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Ms. [redacted]’s concerns.   As a company LabCorp does not maintain patient files. Ms. [redacted] and another patient have the same name and date of birth. Due to outstanding invoices of the other patient, Ms. [redacted] was refused service. LabCorp procedure should have rectified the situation. According to our records, on August 31, 2017, Ms. [redacted] spoke with a supervisor in our Patient Billing Department. The supervisor spoke with the Patient Service Technician and remedied the complaint. This allowed service to be performed for Ms. [redacted]. We have also forwarded this complaint to the Regional Manager of the Columbus, OH Patient Service Center so the correct process is reviewed with the entire staff.   We apologize for any inconvenience this may have caused. Ms. [redacted] may contact our Patient Billing department at [redacted] Monday-Friday if she needs further assistance with this matter.   Sincerely,     Daryl H[redacted] Patient Billing

Initial Business Response /* (1000, 5, 2016/11/08) */
November 8, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: [redacted]
Complaint No.: [redacted]
Dear Mrs. [redacted]:
Laboratory Corporation...

of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis and the patient's demographic information. The referring physician's office completes this form. LabCorp performed testing at the request of Mr. [redacted]s physician, Dr. [redacted] with [redacted] on 02/29/2016. LabCorp processed the request and reported the results.
LabCorp receive a call from Mr. [redacted]s on 04/29/2016 regarding invoice [redacted] for date of service 02/29/2016 for $68.00. LabCorp's Patient Customer Service Representative's offered Mr. [redacted]'s a payment arrangement at this time.
LabCorp set Mr. [redacted]s up on a three month payment plan starting 05/30/2016, with an initial payment of $18.00, which was made at the time of the call on 04/29/2016. On 05/27/2016, Mr. [redacted]s contacted LabCorp and made the first payment of $17.00 over the phone for his payment plan, for his May 30th payment. On 06/22/2016, LabCorp sent Mr. [redacted]s a payment plan letter as a reminder of the payment due on 06/30/2016. We received a payment on 07/05/2016 for Mr. [redacted]s June payment of $17.00. On 07/22/2016, LabCorp sent Mr. [redacted]s another payment plan letter as a reminder of the payment due on 07/30/2016. On 08/19/2016, LabCorp sent Mr. [redacted]s a broken payment plan letter due to non-payment. LabCorp then received a payment of $16.00 on 08/27/2016 for Mr. [redacted]s July payment and this was his final payment on the payment plan. LabCorp shows Mr. [redacted]s invoice [redacted] for date of service 02/29/2016 reflects a zero balance at this time.
LabCorp takes all customer concerns seriously and we have forwarded Mr. [redacted]s complaint to management to help improve the level of customer service we give our patients. We apologize for any inconvenience this may have caused Mr. [redacted]s. We hope his future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service.
Should Mr. [redacted]s have additional questions or concerns, he may contact our Patient Billing Department at [redacted] Monday - Friday 8am-6pm EST., and a representative will be happy to assist him further.
Sincerely,
Lisa W[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 7, 2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com needs to quit defending business only. Refuse to communicate with LabCorp, full of excuses. Keeps sending collections even a day late. Nonsense. We paid them a lot in 6 months time. Their office where they draw blood is quite rude when ask questions. This practice and collection method must stop Clinic has been advised. You need to dump your grade of this company, bad to patients. Must stop

May 15, 2017   Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Patient Name – [redacted] Invoice Number – [redacted]             Complaint Number...

-12133669             Dear Sir/Madam:   This letter is in response to your correspondence dated May 2, 2017 regarding the services provided on March 7, 2017. We would like to thank Mr. [redacted] for his valuable feedback. Customer service is very important at LabCorp and we appreciate the opportunity to address Mr. [redacted]’s inquiry.   LabCorp, as a company, does not keep patient files. When a specimen is forwarded to LabCorp for testing, it is accompanied by a test request form in which the ordering physician includes billing and demographic information. We submitted a claim to [redacted] on March 9, 2017 in accordance with the information provided by Dr. [redacted]’s office. The claim was returned due to incorrect or invalid insurance information.    Taking into account the source of the incorrect information, we recognize Mr. [redacted] would be the most accurate and efficient source to obtain valid information. Therefore, in an effort to avoid further delay the processing of Mr. [redacted]’s claim, a letter was mailed requesting Mr. [redacted] provide any insurance information which would have been active on March 7, 2017. The letter provided a fax number and self-addressed envelope for Mr. [redacted]’s convenience along with a phone number should he have questions regarding the letter he received.   On May 12, 2017 Mr. [redacted] called our Patient Billing department and spoke with Patient Billing Supervisor Ms. V[redacted]. In addition to expressing his dissatisfaction with the letter he had received, Mr. [redacted] rejected the request for his insurance information. As a result of our conversation with Mr. [redacted], we have resubmitted the claim to his insurance company, [redacted]. We await their response at this time.  Should there be any patient responsibility once we have received their consideration, an invoice will be mailed to Mr. [redacted].   We hope this information is helpful and clarifies the letter Mr. [redacted] received. We would like to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance, our Patient Billing Department can be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing