Laboratory Corporation of America

Initial Business Response /* (1000, 5, 2015/09/11) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina 27216-2240

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

www.labcorp.com/billing
September 11, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
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:
Ms. [redacted]'s specimen was collected at LabCorp's St. Petersburg, FL Patient Service Center (PSC) on 07/23/2015. At that time Ms. [redacted] provided LabCorp with [redacted] insurance information. Ms. [redacted]'s specimen was forwarded for resulting, and the charges were billed to her [redacted] carrier accordingly.
On 07/29/2015 LabCorp received a denial from [redacted], advising the charges were non-covered. Ms. [redacted]'s son contacted LabCorp's Patient Billing department on 08/19/2015 and was advised of the insurance denial. LabCorp offered the patient a 15% discount for payment in full, at that time. The discount offer was denied. The discount was, however, valid for 15 days from that date.
Ms. [redacted]'s credit card was charged the full amount of $297.00 on 08/20/2015, per the credit card authorization obtained on her date of service (copy mailed to Mr. [redacted] under separate cover). This is a system process, and occurs automatically, as advised on the signed/dated authorization.
LabCorp has requested a refund for the 15% discount amount ($44.55) to be credited back to Ms. [redacted]'s credit card, as her son's call was received prior to the 15 day expiration. Ms. [redacted] should allow 15 business days for this process to be completed, and the refund to be received. We apologize for this oversight.
Ms. [redacted] should be advised any other lab prices discussed at the PSC would have been in reference to cash prices for patients who do not have health insurance. Those prices are not eligible for patients who have active coverage on their date of service. Per LabCorp's call with [redacted] at [redacted] on 09/11/2015 (call confirmation#X-XXXXXXXXXXX) Ms. [redacted]'s coverage was active on 07/23/2015. Per [redacted] these charges were not covered, as they were performed at an Out of Network Independent laboratory. Ms. [redacted] should contact her carrier in order to obtain information pertaining to her In Network providers/laboratories, or if she has further questions pertaining to their consideration of these charges.
Should Ms. [redacted] have additional questions, she may contact LabCorp's Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
[redacted]
Patient Billing
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
It does not pertain to anything in regards to my complaint. My complaint has nothing to do with my diagnosis being incorrect or not as I already mentioned this repeatedly. LabCorp says this same excuse about diagnosis over and over and does address the core of my complaint. Again My complaint is That LabCorp adamantly and rudely REFUSES to simply honor my request for LabCorp to discuss with my insurance company what correct billing is required in order to get 100% payment as the hpv test is 100% covered. LabCorp is billing [redacted] for my hpv test as an incorrect ‘routine’ visit as opposed to ‘preventive’ testing, instead of simply communicating with insurance billing( there is provider phone numbers at insurance which would give them correct billing necessary to cover the test) they bill ME and [redacted] will not provide ME with the necessary information. LabCorp personnel are nasty, unprofessional, uncooperative, self righteous, indignant, pompous, ignorant, lazy, they do not listen, they talk over me and they do not care since they bill the patient instead of taking time and actions to correcting their own mistakes. I do not wish to have anything to do with them ever again. [redacted]

Laboratory Corporation of America Holdings [redacted] Burlington, North Carolina 27216-1558 Telephone: 1-800-222-7566 ext. 67270 FAX: 1-336-436-1775   Website: www.labcorp.com/billing March 5, 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 your correspondence dated February 26, 2018 regarding Mr. [redacted]’s above complaint. We appreciate the opportunity to review Mr. [redacted]’s concerns as Laboratory Corporation of America (“LabCorp”) takes all customer inquiries seriously.   Invoice [redacted] was billed to Mr. [redacted]’s insurance carrier, [redacted], on August 27, 2016. LabCorp received the insurance’s response on October 31, 2016. [redacted]’s explanation of benefits (claim #[redacted]) for these services, reduced the total charge from $95.00 to the contracted rate of $21.67. They paid $13.67 and left an $8.00 co-pay for the patient responsibility.   When a patient is covered by a third party payer LabCorp does not collect payment at the time of service. A claim is filed to the patient’s insurance and an invoice is sent if there is a patient responsibility. We have no record of payment being received from Mr. [redacted] for invoice [redacted]. This invoice was sent to collections on June 25, 2017. As a result of this correspondence we attempted to contact Mr. [redacted] to obtain more information regarding his payment. We will need copies (front and back) of all means of payment (i.e., check, money order, credit card statement, etc.) associated with this account. Upon receipt of this information we will research this matter and advise him of our findings. He may forward this information to: LabCorp                                    �...⇄ Fax#: [redacted]                             or                           LabCorp Patient Billing Burlington, NC 27215                                     �...⇄ [redacted]   We hope this information is helpful and clarifies Mr. [redacted]’s concerns. Should additional assistance be needed regarding this matter, our Patient Billing department may be reached at 1-[redacted].   Sincerely,   Daryl H[redacted] Patient Customer Service

Laboratory Corporation of America Holdings [redacted] Burlington, North Carolina 27216-1558 Telephone: [redacted] FAX: [redacted]   Website: www.labcorp.com/billing November 21, 2017     Revdex.com [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 November 15, 2017 regarding Ms. [redacted]’ complaint. We appreciate the opportunity to review the patient’s concerns as LabCorp takes all customer inquiries seriously.   When LabCorp receives a specimen for testing it also includes a test requisition form which provides all patient insurance and demographic information. This information is provided by the ordering physician’s office. We have reviewed the test requisition form received for Ms. [redacted]’ August 16, 2017 date of service and verified that LabCorp was provided insurance information.    Based on the insurance information provided, LabCorp issued a claim to [redacted] ([redacted]), in the amount of $144.00, on August 19, 2017. [redacted] responded on September 7, 2017 leaving a balance of $20.11 as Ms. [redacted]’ responsibility, applied toward her deductible. LabCorp began invoicing Ms. [redacted] on September 8, 2017 under invoice [redacted].   On November 3, 2017 Ms. [redacted] contacted our Patient Billing Department to advise that she paid for this service through the ordering physician’s office. Our records indicate Ms. [redacted] was informed that her physician’s office would need to contact LabCorp in order to update information previously provided. On November 21, 2017 LabCorp spoke with a representative of [redacted] who confirmed that Ms. [redacted]’ service should be billed to them directly. Upon billing the provider LabCorp has sent a letter to [redacted] retracting our claim. Invoice [redacted] now reflects zero patient responsibility. A zero balance statement has been mailed to Ms. [redacted]’ address on record.   Additionally, all collection efforts relating to this invoice have been handled within the LabCorp billing department.  Nothing has been sent to outside agencies nor will it have a negative impact on Ms. [redacted]’ credit rating.    We hope this information is helpful and clarifies Ms. [redacted]’ concerns. Should additional assistance be needed regarding this matter, our Patient Billing department may be reached at [redacted].   Sincerely,   Daryl H[redacted] Patient Customer Service

Initial Business Response /* (1000, 5, 2015/09/30) */
September 30, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX

Dear Mr. [redacted]
Laboratory Corporation of...

America ("LabCorp") appreciates the opportunity to address Ms.[redacted]'s concerns regarding her above complaint. In order to research the matter further we need additional information from Ms. [redacted]. Please provide the following:
Patient Date of Birth
Name and Phone Number of Referring Physician
Upon receipt of this information we will research and advise our findings. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter.
Respectfully,
[redacted]
Patient Billing

April 8, 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 the recent correspondence dated April 6, 2017 regarding Mr. [redacted]’s complaint about the services provided on January 24, 2017. We would like to take this opportunity to thank Mr. [redacted] for his valuable feedback. Please be advised that his comments and concerns have been forwarded to our management staff for review. We hope Mr. [redacted]’s future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service.  We apologize for any inconvenience Mr. [redacted] may have experienced and we appreciate his business. Sincerely,   Anna Thomas Patient Billing Tell us why here...

Laboratory Corporation of America Holdings                                     [redacted]...

            Burlington, North Carolina 27216-2240           Telephone:       [redacted]      Fax:                      1-436-1775      Website:            www.labcorp.com/billing   March 21, 2018   Revdex.com of NC [redacted] Greensboro, NC 27410   Re:      Consumer Name:                  [redacted] Invoice Number:                   [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.   We have verified that Ms. [redacted]’s [redacted] insurance policy was active on her February 16, 2018 date of service. A refund in the amount of $300 has been requested. The refund will process in 10 to 15 business days. Once Ms. [redacted]’s refund is processed a claim will be issued to [redacted] for consideration. Should there be any patient responsibility, we will send Ms. [redacted] an adjusted invoice, once we have received [redacted]’s consideration.  We will allow [redacted] approximately 85 days to receive/process/respond to our filing.   We hope that this information is helpful and apologize for any inconvenience. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at [redacted] M-F 8am-8pm and a representative will be happy to assist.    Sincerely,     Daryl H[redacted] Patient Customer Service                                                                       Tell us why here...

Laboratory Corporation of America Holdings [redacted] Telephone: [redacted] FAX: [redacted]   Website: www.labcorp.com/billing November 21, 2017     Revdex.com [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 November 16, 2017 regarding Ms. [redacted]’ complaint. We appreciate the opportunity to review the patient’s concerns as LabCorp takes all customer inquiries seriously.   When LabCorp receives a specimen for testing it also includes a test requisition form which provides all patient insurance and demographic information. This information is provided by the ordering physician’s office. On August 18, 2017 LabCorp received a hand written requisition from Dr. [redacted]’s office indicating the patient to be [redacted] with a birth year of 1971.   On October 24, 2017 Ms. [redacted] called our Patient Billing Department and informed LabCorp that she did not believe she was the patient that received these services. While speaking to Ms. [redacted] a phone call was made to the ordering physician’s office who confirmed that Ms. [redacted] was the correct patient. On that call we also confirmed Ms. [redacted]’ date of birth had been provided incorrectly and updated the invoice to reflect her correct birth year. LabCorp performed additional verifications thru [redacted] to further validate the correct birth date.    On November 16, 2017 LabCorp received email correspondence from Ms. [redacted] stating that she should not be billed for this service. Ms. [redacted] also called our Patient Billing Department on November 16, 2017 to question this bill.  LabCorp responded to the email by advising Ms. [redacted] of our previous conversation with her which included a representative at her physician’s office. During the phone conversation we conferenced in a representative at the ordering physician’s office and once again we received confirmation from that office that Ms. [redacted] did have services performed at their office on August 18, 2017 which resulted in them requesting LabCorp to perform the tests.  Ms. [redacted] then requested that LabCorp not bill her insurance for this service as she wants to conduct further research into this matter and we have honored this request.     We hope this information is helpful and clarifies Ms. [redacted]’ concerns. We have placed this invoice on a courtesy 30 day suspension to allow Ms. [redacted] to continue researching this matter. Should additional assistance be need regarding this matter, our Patient Billing department may be reached at [redacted].   Sincerely,   Daryl H[redacted] Patient Customer Service

Initial Business Response /* (1000, 5, 2015/08/12) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina 27216-2240

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

www.labcorp.com/billing
August 12, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
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 performed testing at the request of Ms. [redacted]'s doctor on 06/02/2015. LabCorp filed Ms. [redacted]'s primary insurance, [redacted] on 06/04/2015. [redacted] processed the charges and made payment to LabCorp on 07/23/2015. A patient balance of $53.20 remained. LabCorp charged Ms. [redacted]'s credit card $53.20 per the EOB received, and the credit card authorization form signed/received from Ms. [redacted] on her date of service.
Please be advised LabCorp files secondary insurance as a courtesy to its patients. Secondary filing, however, does not happen automatically, even if the information is provided on the date of service. All patients must request their secondary insurance to be filed, after the primary carrier has responded to the claim. Normally an invoice is issued to the patient after the primary carrier's response is received. The patient then contacts LabCorp, and requests the secondary insurance be filed.
When a patient's credit card information is provided to the lab on the date of service, however, an actual invoice for the testing is not mailed after the primary carrier responds. Instead, LabCorp receives the explanation of benefits from the primary insurance company, the system adjusts the patient's invoice accordingly, and any patient responsibility is immediately charged to the patient's credit card (up to the amount previously authorized). Again, this process usurps an invoice being mailed to the patient. This is notated on the credit card authorization form, provided to and signed by the patient.
At this time, the credit card program is voluntary. If the patient prefers not to participate, so that secondary insurance can be submitted, they may advise the technician accordingly. LabCorp will send the charges to the primary carrier, and mail an invoice to the patient advising any balance remaining. At that time, the patient can contact LabCorp and request the secondary coverage to be filed. We apologize for any miscommunication by the technician pertaining to this process.
The patient should not be refused service, if opting not to participate in the credit card authorization program. Should the patient experience difficulty with this process at the Patient Service Center, the technician should be advised to contact the Patient Billing Department. They may be reached at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST.
LabCorp has requested a refund in the amount of $53.20 be processed back to Ms. [redacted]'s credit card. This process may take up to 15 days. Upon completion LabCorp will submit the charges to her secondary carrier: [redacted]
We would like to take this opportunity to apologize for Ms. [redacted]'s inconvenience. Should she have other questions, she may also contact our Patient Billing Department, and one of our agents will be happy to assist her further.
Sincerely
[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"At this time, the credit card program is voluntary". "The patient should not be refused service, if opting not to participate in the credit card authorization program." This is not true, I was told that if I didn't give them a credit card they would not do my lab work. Why would I give them a credit card if they had told me that by giving them a credit card they would not bill my secondary insurance. I have and pay for secondary insurance for a reason and I use it.
"LabCorp has requested a refund in the amount of $53.20 be processed back to Ms. Johnson's credit card. This process may take up to 15 days. Upon completion LabCorp will submit the charges to her secondary carrier: ASI." LabCorp, obviously, had my secondary insurance information since I have not supplied it to them since my lab work was done.
However, I am happy that they are refunding my money. This should never have been an issue to begin with. I found their staff to be rude, loud and unprofessional when they demanded that I give them my credit card or they would not do my labs as it was a new policy.
Thank you for taking the time to investigate this and come up with a solution.
Final Business Response /* (4000, 9, 2015/09/03) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina XXXXX-XXXX

Telephone: X-XXX-XXX-XXXX
Fax: X-XXX-XXXX
Website: www.labcorp.com/billing
September 3, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
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:
As previously stated, LabCorp files secondary insurance as a courtesy to its patients. Secondary filing, however, does not happen automatically, even if the information is provided on the date of service. All patients must request their secondary insurance to be filed, after the primary carrier has responded to the claim. Normally an invoice is issued to the patient after the primary carrier's response is received. The patient then contacts LabCorp, and requests the secondary insurance be filed.
When a patient's credit card information is provided to the lab on the date of service, however, an actual invoice for the testing is not mailed after the primary carrier responds. Instead, LabCorp receives the explanation of benefits from the primary insurance company, the system adjusts the patient's invoice accordingly, and any patient responsibility is immediately charged to the patient's credit card (up to the amount previously authorized). Again, this process usurps an invoice being mailed to the patient. This is notated on the credit card authorization form, provided to and signed by the patient.
At this time, the credit card program is voluntary. Ms. [redacted] should advise the Patient Service Technician that she prefers not to participate. Ms. [redacted] should not be refused service, if opting not to participate in the credit card authorization program. Should Ms. [redacted] experience difficulty with this process at the Patient Service Center, the technician should be advised to contact the Patient Billing Department. They may be reached at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST.
Ms. [redacted] must request her secondary insurance be filed, upon receipt of her invoice, following the primary carrier's response.
We have forwarded Ms. [redacted]'s complaint pertaining to the unprofessionalism experienced at the Patient Service Center, to the appropriate management team. We have requested management from the location contact Ms. [redacted] directly pertaining to that portion of her complaint.
We would like to take this opportunity again to apologize for Ms. [redacted]'s inconvenience. Should he have other questions, she may also contact our Patient Billing Department, and one of our agents will be happy to assist her further.
Sincerely
[redacted]
Patient Billing

Laboratory Corporation of America Holdings      [redacted]      Burlington, North Carolina 27216-2240      Telephone:         1-800-222-7566 ext. [redacted]      FAX:                       1-866-466-5807      Website: www.labcorp.com/billing   April 16, 2018     Revdex.com of NC [redacted] Greensboro, NC 27410   Re.:      Consumer Name:      [redacted]             Invoice Numbers:      [redacted]             Complaint No.:          [redacted]             Dear Sir/Madam:   This letter is in response to your correspondence dated April 10, 2018. Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to further clarify our position.   Please be advised LabCorp’s prices for testing are based on the cost, complexity, equipment, reagents, and level of personnel needed to perform the tests requested by physicians.  They are not based on what third party payers deem "customary and reasonable or allowable”. In some cases, our prices for certain tests will be higher than other laboratories and in other cases our prices will be lower. On average, our prices are favorable and comparable to other laboratories.    On this November 9, 2017 date of service Mr. [redacted] had a total of 13 tests performed. The payment of $227.00 from Mr. [redacted]’s insurance carrier covered, in full, 12 of the 13 tests performed. The remaining balance of $31.00 was left as a non-covered charge for the remaining test. Our records indicate that Mr. [redacted] contacted our Patient Billing Department on April 10, 2018 regarding the invoice referenced in this complaint. According to our notation on the invoice Mr. [redacted] has verified with his insurance carrier that his benefit does not cover the $31 balance due.   Although we appreciate your suggestion to “point to something in the consumer’s literature with his insurance company that states how prices will be determined for non-covered items” we are unfortunately not able to do so.  Insurance contracts, benefits and coverage determinations vary with each individual plan.  These agreements are between the insurance provider and the consumer.  Mr. [redacted]’s insurance representatives should be able to further clarify this concern.    We would like to also note that Mr. [redacted] was offered a 10% discount to settle this debt in full.  Due to the length of time since this service has been provided the invoice will soon be going to outside collections.  According to system notes Mr. [redacted] is aware of this pending action.       We hope this information is helpful. Should Mr. [redacted] have additional questions he may contact our Patient Billing Department at [redacted] M-F 8am-8pm EST and a representative will be happy to assist him further.      Sincerely,     Daryl H[redacted] Patient Customer Service

I am rejecting this response because:I don't understand why a refund from [redacted] Insurance is being requested. Dr. [redacted]'s office did not bill [redacted]s Insurance, I don't understand how or who provided Lab Corp with that  insurance information. I  just want this to be resolved as soon as possible.  Thanks, [redacted]

January 5, 2017
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Number: [redacted] and [redacted]

Dear Ms. [redacted]:
This letter is in response to the recent correspondence for the above complaint. As explained in our previous response. LabCorp does not maintain a file number for each patient. When a specimen is created it will have its own invoice number. To ensure the online payments post to the correct invoice, we request patients enter the 8-digit invoice number as it appears on each invoice. Mr. [redacted] remitted his three payments in the amount of $22.67, $7.09 and $12.29 on invoice number [redacted]. LabCorp processed transfers to his invoice numbers [redacted] and [redacted] and they were for the over payments of $7.09 and $12.29.
We have no record Mr. [redacted] has remitted a payment in the amount of $6.64 for invoice number [redacted]. This balance remains due. LabCorp accepts checks, money orders, Visa, MasterCard, and Discover. Payments can also be remitted to:
Lab Corp
[redacted]
Burlington, NC 27216-2240
Upon receipt of Mr. [redacted]'s payment we will notify [redacted] to cease all collection attempts. If Mr. [redacted] needs further assistance, he may contact our Patient Customer Service Department [redacted] M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

Initial Business Response /* (1000, 5, 2015/10/15) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina 27216-2240
Telephone: X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX

October 15, 2015
[redacted]...

[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
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 The Poly Clinic for patient: [redacted] on 01/15/2014. LabCorp processed the specimen and forwarded results to the physician's office, per the order. LabCorp billed the patient's [redacted] the total charge of $147.00 on 01/21/2014, per the billing instructions received with the specimen.
LabCorp received an Explanation of Benefits (EOB) from BC/BS on 02/08/2014, advising the patient's responsibility of $27.80. On 02/10/2014 LabCorp mailed the first invoice in the amount of $27.80 to the patient, utilizing the mailing address provided by her doctor:
[redacted]
[redacted] XXXXX
Additional invoices were also mailed to the address on:
03/17/2014 (Past Due Notice)
04/07/2014 (LCA Collections Notice - In House Collections)
04/28/2014 LCA Collections
06/16/2014 LCA Collections
07/07/2014 LCA Collections
07/28/2014 (Final Notice from LCA Collections)
No invoicing was returned to LabCorp as undeliverable.
LabCorp also attempted to reach Ms. [redacted] by telephone (telephone number is same as provided in patient's Revdex.com Complaint) on 06/26/2014, 07/01/2014 & 07/11/2014.
Please be advised LabCorp makes every effort to reach a patient, pertaining to a balance, prior to sending charges to an outside collections company. Seven invoices are issued over the course of several months, and multiple attempts to reach the patient by telephone are made, prior to outsourcing charges.
After exhausting all efforts to reach Ms. [redacted] by telephone, and by mail, LabCorp transferred the charges to an outside collections agency [redacted] on 09/14/2014. [redacted] is an independent collections agency. LabCorp does not govern their collections policies or procedures. Ms. [redacted] will need to speak to them directly, pertaining to her credit report, as these charges were legitimately forwarded to them by LabCorp.
Ms. [redacted] ([redacted]'s) invoice reflects a zero balance as of 10/02/2015, per her payment received. Should Ms. [redacted]/[redacted] have additional questions pertaining to this invoice, she may contact our Patient Billing Department at X-XXX-XXX-XXXX M-F 8am-6pm EST., and a representative will be happy to assist her further.
Sincerely,
[redacted]
Patient Billing

Initial Business Response /* (1000, 5, 2016/06/17) */
June 17, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: 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 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. ** with [redacted] MD, on 8/20/2015. LabCorp processed the request and reported the results.
LabCorp filed the charges to Mr. [redacted]'s [redacted] on 08/22/2015. LabCorp received an Explanation of Benefits from Mr. [redacted]'s insurance company, on 10/06/2015. LabCorp invoiced Mr. [redacted] $357.10 on 12/17/2015, per [redacted] EOB.
LabCorp invoices patients every 21 days. Invoices transfer to outside collections and reporting to the credit bureau if not resolved after 7 billing cycles. We have sent three invoices at this time for invoice XXXXXXXX. LabCorp received payments on 04/07/2016, 05/20/2016 and 06/16/2016 for $25.00 each. A total of $75.00 has been paid towards invoice XXXXXXXX. The remaining balance is $282.10. Please call to set up your payment plan at X-XXX-XXX-XXXX.
Please know LabCorp offers payment plans to assist our patients. If no official payment plan is initiated we will continue to seek any balance due regardless if partial payments have been received. To avoid outside collection referral Mr. [redacted] will need to contact our Patient Billing Department at-X-XXX-XXX-XXXX Monday - Friday 8am-5pm EST. and a representative will be happy to assist him. To date LabCorp has not received any contact from Mr. [redacted] regarding invoice XXXXXXXX for DOS 8/20/2015.
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 him further.
Sincerely,
[redacted]
Patient Billing

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

FAX:                       [redacted]     Website: www.labcorp.com/billing   September 7, 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 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. When Mr. [redacted] saw his referring physician on May 25, 2017 he gave them the authority to treat him accordingly (i.e. lab work, x-rays, prescriptions, etc.). When a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information. The referring physician’s office completes this form.  LabCorp submitted a claim to Mr. [redacted]’s insurance company, [redacted], for laboratory services performed in the amount of $350.00. [redacted] denied the charges stating they are not medically necessary. If Mr. [redacted] has questions regarding the processing of this claim or the provisions of his policy, he will need to contact [redacted] directly regarding his appeal. In his complaint Mr. [redacted] stated that this referring physician’s office normally takes responsibility for the cost of his testing. I have verified, via the test request form received, that on this date of service LabCorp was provided insurance information and advised to bill Mr. [redacted]’s insurance carrier. However, if Mr. [redacted]’s referring physician’s office would like to be billed directly for these services they may contact LabCorp’s Patient Billing Department and a representative will be happy to assist with his request.  In regards to the pricing of the test performed, please be advised LabCorp’s prices for testing are based on the cost, complexity, equipment, reagents, and level of personnel needed to perform the test requested by physicians. They are not based on what third party payers deem customary and reasonable or allowable. In some cases, our prices for certain tests will be higher than other laboratories and in other cases our prices will be lower. On average, our prices are favorable and comparable to other laboratories.  LabCorp may offer discounts for payment in full on qualifying invoices. Mr. [redacted] would need to contact our Patient Billing Department to discuss a possible discount on this invoice. We have placed a courtesy 30 days hold in Mr. [redacted]’s invoice. Should he have additional questions he may contact our Patient Billing Representatives at [redacted] M-F 8am-6pm EST and a representative will be happy to assist him further.    Sincerely,  Daryl H[redacted]Patient Customer Service

Initial Business Response /* (1000, 6, 2016/09/02) */
September 2, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name--[redacted]
Invoice Number--[redacted]
Complaint Number -[redacted]
Dear...

[redacted]:
This letter is in response to your correspondence dated August 19, 2016 regarding the services provided on 1/5/2016. Our records indicate [redacted] invoice claim was processed by his insurance company, [redacted], on 01/26/2016. Following receipt of [redacted]'s consideration of the claim, an invoice was mailed to [redacted] on 02/09/2016 for his coinsurance amount.
Our records indicate that subsequent invoices were mailed to [redacted] on 03/15/2016 and 04/05/2016. On 4/12/2016, [redacted] called out Patient Billing department and stated that he did not receive the original invoice mailed to him in February. Following [redacted] call, the billing cycles continued and invoices were mailed to [redacted] on 04/26/2016 and 6/13/2016. On 6/27/2016, our Patient Billing department received a call from [redacted] in which he requested to speak to a supervisor.
On 6/27/2016, [redacted] advised Mrs. H[redacted] Patient Billing Supervisor, that he has mailed $6.00 in cash as payment for invoice [redacted]. [redacted] stated that he took a picture of $6.00 in cash and sent it to LabCorp. When [redacted] was advised that we had not received his cash payment, [redacted] requested a manager call him regarding his payment.
On 6/28/2016 Patient Billing manager, Mrs. W[redacted], returned [redacted] call. [redacted] was emailed a copy of his invoice dated 2/9/2016 and notified that an adjustment was being processed for the amount due on invoice [redacted]. At that time, [redacted] advised Mrs. W[redacted] that he had sent a check payment for the balance as well. We received [redacted] check on 07/06/2016.
Two refund checks in the amount of $5.97 each were mailed to [redacted] in error. Once the error was recognized, we made contact with [redacted] to request that he return the duplicated refund check. [redacted] declined our request to return the check he received in error. The balance that the duplicated refund created has now been adjusted and invoice [redacted] now reflects a zero balance.
We hope this information is helpful. We would like to take this opportunity to apologize for any inconvenience [redacted] has experienced related to this matter. If further assistance is needed, our Patient Billing department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 5, 2016/06/21) */
June 21, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410

Re: Consumer Name: [redacted]
Invoice Number: N/A
Patient Name:
Complaint No.: XXXXXXXX
Dear Ms....

[redacted]
This letter is in response to the above complaint. In order for LabCorp to research this complaint we will need the following minimal information:
Patient's Name:
Date of Birth:
Address:
Upon receipt of this information LabCorp will be happy to research this matter further, and report back to the Revdex.com it's findings.
Sincerely,
Kenneth A. C[redacted]
Patient Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. After many attempts and hours of effort to contact the billing office without being connected to an agent and 2 successful calls wherein I corrected the information with an agent and the agent failed to correctly enter or forward the information, my complaint with the Revdex.com finally triggered a phone call to me from the company. The gentleman took my information again and confirmed with me that [redacted] had confirmed my coverage. Hopefully this will finally solve the problem.

Initial Business Response /* (1000, 6, 2016/09/28) */
September 28, 2016
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - [redacted]
Invoice Number - [redacted], [redacted] and [redacted]
Complaint Number -[redacted]
Dear...

Sir/Madam:
This letter is in response to your correspondence dated September 13, 2016 regarding the services provided to Ms. [redacted]. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes space to provide the tests requested, billing and demographic information. The referring physician's office completes this form.
In researching Ms. [redacted]'s complaint, our records indicate we performed testing on 4/29/2016 at the request of Dr. [redacted]. According to the test request form, Dr. [redacted] chose the requested test from a list of tests offer by LabCorp. We have verified that results were reported to Dr. [redacted] on 05/04/2016. The same test number as performed on 4/29/2016 was requested by Dr. [redacted] on 05/23/2016. Results were reported to Dr. [redacted] on 05/26/2016. [redacted] from Dr. [redacted]'s office contacted our lab customer service department on 6/9/2016 to request an additional test be performed from the specimen taken on 5/23/2016. Results for the added test were reported to Dr. [redacted] on 6/10/2016.
We have confirmed with our lab customer service department that no correspondence has been received from Dr. [redacted]'s office other than from [redacted] on 6/9/2016. The additional test requested on 6/9/2016 was not on the original test request form from Dr. [redacted]'s office. We have contacted Dr. [redacted]'s office several times and left messages for [redacted]. As of today, [redacted] has not returned our call to discuss Ms. [redacted]'s complaint.
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 1-800-845-6167.
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 8, 2016/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is contradicted by the record. I have the lab slip from my doctor, which I will upload. It includes an order for a culture, and notes that "sensitivity" testing was added on 5/26/16. You refused to do that test, instead stating that penicillin and ampicillin are the drugs of choice. I am allergic to those antibiotics, which is why I needed the sensitivity testing. My doctor told me that she called you several times to get the right test, but that you refused. So, as the other bills I will upload show, she had me come back in on 6/7, took another culture, and sent it to [redacted] so we could actually get the results we needed. It would make no sense for her to call you on 6/9, after she had already sent a new culture to a different lab. So it is clear that your records are wrong. This is a relatively small bill, but I am contesting it based on principal because I should not have to pay for a test that you did not properly do. If you refuse to waive the charge, I will sue you in small claims for the cost of my subsequent doctor's visit and labs, plus suffering for having to deal with my infection for longer because you did not do the right test.
Final Business Response /* (4000, 11, 2016/10/19) */
October 19, 2016
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 October 7, 2016 regarding our previous response to [redacted] complaint. As [redacted] stated in her most recent response, our lab customer service department did received a verbal request to add an additional sensitivity test on 5/26/2016. Please be advised that according to federal regulations, a written and signed request is required following a verbal order of a laboratory test. Upon receiving the verbal request, a signature request form was faxed to [redacted] on 5/26/2016. A subsequent request form was faxed to [redacted] on 6/2/2016. On 6/9/2016 having received no response, a final notice was faxed to [redacted] on 6/9/2016 requesting her signature to confirm the test ordered.
Our records indicate we received the signed and dated request form from [redacted] on 6/9/2016. The results of the additional test were reported to Dr. [redacted] on 6/10/2016. According to [redacted] rebuttal she was seen by Dr. [redacted] on 6/7/2016 at which time another culture was sent to [redacted] for testing. The statement [redacted] provided from [redacted] only reflect her being seen on 4/29/2016 and 5/23/2016.
We continue to leave messages with [redacted] in order to further discuss the details of [redacted] complaint. As of today we have been unsuccessful at making contact and have not received a call back from [redacted] or [redacted]. For [redacted] records, we are mailing her a copy of the signed request form we received from [redacted] dated 6/9/2016 confirming the additional test requested. [redacted] should direct further questions regarding tests performed at the request of Dr. [redacted] to her physician's office.

We appreciate the opportunity to address [redacted] concerns. We hope the information provided is helpful and apologize for any inconvenience. Our Patient Billing Department can be reached at [redacted] if [redacted] needs further assistance with this matter.
Sincerely,
Anna T[redacted]
Patient Billing

July 7, 2017       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. We have researched Ms. [redacted]’s complaint and found two insurance identification numbers for [redacted]. One number begins with [redacted] and the other begins with [redacted]. The identification number beginning with [redacted] is uploaded to our system electronically.  [redacted] sends LabCorp this information on a monthly basis. Due to system limitations this information automatically over rides any manual information provided. Ms. [redacted] will need to contact [redacted] to have identification number [redacted] removed from her file.   Our records indicate on July 5, 2017 Ms. [redacted] spoke with a Patient Customer Service Supervisor who was able to force a claim submission with identification number [redacted]. We await a response from [redacted] at this time.   We hope this information clarifies Ms. [redacted]’s concerns.  If she needs further assistance, he may contact our Patient Customer Service Department at [redacted].   Respectfully,     Melinda W[redacted] Patient Customer Service