Laboratory Corporation of America

Initial Business Response /* (1000, 6, 2016/07/28) */
July 28, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Patient Name: [redacted]
Complaint Number: [redacted]
Invoice Number: ...

[redacted]

Dear Ms. [redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. LabCorp submitted a claim to [redacted] of NJ on 6/3/2015 in the amount of $246.00. On 6/16/2015, [redacted] of NJ denied the charges stating: non-covered services and no coverage on date of service. This claim was submitted with a [redacted] identification number beginning with NGO. LabCorp invoiced [redacted] in care of [redacted] on 8/3/2015. On 8/11/2015, LabCorp's Patient Customer Service Department received a call from Ms. [redacted]. Ms. [redacted] was advised of the denial provided by [redacted] of NJ. Ms. [redacted] advised our Patient Customer Service Department representative she would contact [redacted] of NJ directly. Our Patient Customer Service Department representative also resubmitted the claim to [redacted] of NJ. [redacted] of NJ denied the charges on 11/25/2015 stating: duplicate claim. LabCorp did not invoice Mr. [redacted] as we asked our analyst with [redacted] of NJ to review the claim.
On 3/2/2016, LabCorp invoiced Mr. [redacted] due to the two denials mentioned above. On 4/15/2016, Mr. [redacted] contacted our Patient Customer Service Department. Mr. [redacted] was advised of the denial provided by [redacted] of NJ. Mr. [redacted] advised our Patient Customer Service Department representative he would again contact [redacted] of NJ. On 5/4/2016, our Patient Customer Service Department received a call from [redacted] with to [redacted] of NJ. [redacted] advised [redacted] of NJ had no record of this claim and requested LabCorp resubmit. [redacted] provided a reference number of [redacted]. LabCorp submitted a claim to [redacted] of NJ. [redacted] of NJ denied the charges on 5/9/2016 stating: duplicate claim. On 6/22/2016, LabCorp invoiced Mr. [redacted] again.
On 7/19/2016, LabCorp received an email from Mr. [redacted] questioning why [redacted] of NJ had no record of the claim and why they could not provide an Explanation of Benefits. A Patient Customer Service Department representative went online to review the claim. A claim with a new identification number was then submitted to [redacted] utilizing an identification number beginning with DTB. An email response was sent to Mr. [redacted] to advise a new claim was submitted. On 7/22/2016, [redacted] of NJ denied the charges again stating: duplicate charges. We have contacted [redacted] of NJ on 7/26/2016 and spoken with [redacted] advised the identification number beginning with DTB was effective on the date of service 5/28/2015. We have submitted a fifth claim to [redacted] of NJ and we await their response.
If Mr. [redacted] needs further assistance, please contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

May 2, 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 April 17, 2017 regarding Ms. [redacted]’s complaint regarding the processing of her claim for services provided on December 14, 2015. Laboratory Corporation of America (“LabCorp”) appreciates Ms. [redacted] bringing this matter to our attention as well as the opportunity to research her concerns.   We have verified with [redacted] that per their claim resubmission guidelines, corrected claims must be submitted by paper as opposed to electronically. Therefore we have submitted a corrected claim to [redacted] by mail on April 21, 2017 with the changes requested by Dr. [redacted]’s office. We await their response at this time. Should there be any patient responsibility once we receive [redacted]’s consideration of the claim, an adjusted invoice will be mailed.  We will allow them approximately 85 days to receive/process/respond to our filing.   We hope this information is helpful and apologize for any inconvenience Ms. [redacted] may have experienced. LabCorp takes 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,   Anna T[redacted] Patient Customer Service Tell us why here...

May 3, 2017   Revdex.com of NC[redacted]Greensboro, NC 27410  Re:          Consumer Name:  [redacted]                Patient...

Name: [redacted] (minor child)                Complaint Number:  [redacted]                Invoice Numbers:  [redacted] and [redacted]                Dear Sir or Madam:  Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Mr. [redacted]’s concerns regarding his complaint. LabCorp offers payment plans to assist our patients. The payment plans require payment on the scheduled due date determined when the arrangement is made.  Our records indicate on May 13, 2015 Mr. [redacted] scheduled a payment plan for invoice numbers [redacted] and [redacted].  Invoice number [redacted] included a plan for 59 months in the amount of $38.76 due on the 30th of each month. Invoice number [redacted] included a plan for 31 months in the amount of $9.86 also due on the 30th of each month.  On June 19, 2016, due to nonpayment, each payment plan was broken.   On 6/23/2016, as a courtesy, a payment plan for invoice numbers [redacted] and [redacted] was reset. Invoice number [redacted] included a new plan for 59 months in the amount of $31.01 due on the 23rd of each month. Invoice number [redacted] included a new plan for 19 months in the amount of $9.86 also due on the 23rdth of each month.  On March 15, 2017, due to nonpayment, each payment plan was broken.   On April 20, 2017, as an additional courtesy, a payment plan for invoice number [redacted] was reset. Invoice number [redacted] included a new plan for 49 months in the amount of $31.01 due on the 20th of each month. Due to the amount of the balance invoice number [redacted] could not be reset. Mr. [redacted] was advised this was the final time LabCorp could set invoice number [redacted] on a payment plan.  We hope this clarifies Mr. [redacted] concerns. If he 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, 7, 2016/01/14) */
January 14, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Numbers: XXXXXXXX, XXXXXXXX, XXXXXXXX and...

XXXXXXXX

Dear Mr. [redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Please be advised LabCorp has researched Ms. [redacted]'s invoices with LabCorp and the following refunds have been requested:
Invoice Number Refund Amount
XXXXXXXX $18.27
XXXXXXXX $8.52
XXXXXXXX $185.83 and a transfer of $81.25 to invoice number XXXXXXXX
Total $212.62
Ms. [redacted] should receive her refunds in the next 15 to 20 business days. However, if she does not receive the refunds within the allotted time, she will need to contact our Patient Customer Service Department at X-XXX-XXX-XXXX and a representative will be glad to assist. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. We hope this clarifies her concerns.
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 9, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their response when I receive payment.

Laboratory Corporation of America Holdings [redacted] Telephone: [redacted] FAX: 1-336-436-1775   Website: www.labcorp.com/billing...

                        September 15, 2017     Revdex.com of NC [redacted] Greensboro, NC 27410     Re:      Consumer Name:                  [redacted]             Invoice Number:                   [redacted] and [redacted]             Complaint Number:             [redacted]               Dear Sir/Madam:   This letter is in response to your correspondence dated September 9, 2017 regarding Mr. [redacted]’s complaint. in reference to the invoice he has received for the services provided on December 5, 2016. We appreciate the opportunity to review Mr. [redacted]’s concerns as LabCorp takes all customer inquiries seriously.     LabCorp received payment in the amount of $166.00 on January 11, 2017. Mr. [redacted]’s payment was posted to invoice #[redacted], for date of service November 4, 2016. On September 11, 2017 Mr. [redacted] called our Patient Billing Department and was informed of the payment received. On that day Mr. [redacted] provided insurance information for his active policy. On September 13, 2017 LabCorp issued a paper check refund in the amount of $166.00 to Mr. [redacted]’s address on record. We have resubmitted the claim to Mr. [redacted]’s [redacted] insurance policy.   Mr. [redacted] also had services performed on December 5, 2016. This date of service is identified by invoice #[redacted] and has a total charge of $166.00. Multiple invoices were mailed to Mr. [redacted]. On September 13, 2017 Mr. [redacted] provided insurance information and a claim was submitted to his insurance carrier. Please be advised LabCorp allows up to 85 days for his carrier to receive and process the charges.   To date no additional payments have been received. All billing has been suspended, pending a response from [redacted]. Once a response is received LabCorp will issue a new invoice if there is a patient responsibility. We hope this information is helpful and clarifies Mr. [redacted]’s concerns. Should additional assistance be need regarding this matter, our Patient Billing department may be reached at [redacted].   Sincerely,   Daryl H[redacted] Patient Customer Service

December 28, 2016
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - [redacted]
Invoice Number - [redacted]
Complaint Number -33035066
Dear Sir/Madam:
This letter is in response to your correspondence dated December 13, 2016 regarding Ms....

[redacted]'s complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes 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 initially filed the claim to [redacted] which is the only insurance information provided on the request for testing received from Auburn Memorial Hospital. On 05/19/2016 we refunded [redacted] per their refund request advising Ms. [redacted] had other insurance. The claim was inadvertently submitted to Champ VA instead of Veterans Choice Program. We never received a response from the claim filed to Champ VA. Therefore, Ms. [redacted] was invoiced for the coinsurance amount of $27.53.
In an effort to ensure proper processing of Ms. [redacted]'s claim, we have submitted the claim to Veterans Choice Program for processing. We await their response at this time. In the meantime, if Ms. [redacted] has received an explanation of benefits from Veterans Choice showing the claim has been processed we ask that she forward a copy to our research department at [redacted] and we will be glad to research this matter further.
We appreciate the opportunity to address Ms. [redacted]'s concerns and apologize for any inconvenience she has experienced related to this matter. Pending response from Veterans Choice Program, Ms. [redacted] may disregard any previously sent invoices regarding the services provided on 1/15/2016. If he needs further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 5, 2015/11/04) */
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
November 4, 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 received a specimen for testing from Ms. [redacted]'s doctor on 10/31/2014. LabCorp processed the specimen per the test request, and results were forwarded directly to the physician. LabCorp billed Ms. [redacted]'s insurance carrier, [redacted] per the doctor's instructions.
The total charge of $960.00 was billed to Humana on 11/12/2014. All billing was suspended, pending their response. On 11/20/2014 LabCorp received notification from [redacted] advising the total charge was denied, as the carrier deemed the testing "experimental/investigational". The Explanation of Benefits advised Ms. [redacted] was responsible for the total charge of $960.00. LabCorp began invoicing the patient on 11/21/2014 ($960.00).
LabCorp Patient Billing received a telephone call from Ms. [redacted] on 12/03/2014. Ms. [redacted] stated the diagnosis coding utilized by LabCorp was incorrect. The LabCorp billing representative advised the patient to contact the ordering physician's office. LabCorp is a clinical laboratory; all diagnosis coding is provided by the ordering physician. LabCorp mailed a letter to Ms. [redacted] on 12/09/2014 advising her of the denial received from her insurance carrier. On 12/26/2014 a "Past Due" invoice was mailed to the patient.
LabCorp received the patient's notification of her insurance carrier's pending reconsideration, on 01/13/2015. LabCorp mailed an LCA Collections Notice to the patient on 01/16/2015. LabCorp received another telephone call from Ms. [redacted] on 01/27/2015. The patient was advised of LabCorp's receipt of her correspondence previously mentioned. The billing representative also advised invoicing would continue. LabCorp received a second denial from Humana on 02/07/2015 which advised their initial consideration/determination was being upheld. Patient is responsible.
LabCorp received a call from Ms. [redacted] again on 03/25/2015 advising [redacted] was reprocessing the charges. LabCorp received written correspondence from Ms. [redacted] on 06/XXXXXX advising testing was performed without her consent, and she is not responsible.
Ms. [redacted] called LabCorp's Patient Billing department on 06/23/2015. The billing representative advised Ms. [redacted] again, testing is only performed at the request of a licensed physician, and it is the patient's responsibility to contact the doctor directly if she feels testing was performed without her prior approval. The patient advised she had attempted to contact LabCorp's Key Account Executive (KAE), who services her physician's office, but was unable to reach him.
LabCorp Patient Billing received notification from a Director in the Salt Lake City, UT location, requesting a discount in the amount of $270.00 be adjusted, pertaining to Ms. [redacted]'s invoice. An adjustment in the amount of $270.00 was processed and posted to Ms. [redacted]'s invoice# XXXXXXXX on 08/05/2015. The patient responsibility and all invoicing forwarded to Ms. [redacted] reflects a balance of $690.00.
Should Ms. [redacted] have concerns pertaining to the testing ordered, she will need to resolve the matter directly with the ordering physician's office. Any changes to the diagnostic coding will be made only at the request of the physician or his authorized representative.
LabCorp would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced pertaining to this matter. At this time the invoice has a remaining balance of $690.00. Should Ms. [redacted] have additional questions or concerns, or if she would like to discuss any additional discounts applicable to her invoice, she may contact LabCorp's Patient Billing department at X-XXX-XXX-XXXX M-F 8am-6pm EST.
Sincerely,
Toni R[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
LabCorp's Patient Billing department at X-XXX-XXX-XXXX was contacted many times by me as stated in the correpondence by Labcorp, however there was not a breaktrough as this dep. was not able to resolve issues either discuss. Therefore Ckeck please if labcorp can provide a direct conatctperson as there is a lot of information which would like to share (Review Board). Also that the contactperson of the physicians office was deceased, thats the main reason why I could not discuss. Then there was a Randy, the replacement of the contactperson, he provided his email and promised me to get this issue to the new contactperson, it never happened as he is also not answering his phone neither email. It is a drama, so therefore provide a reliable managerial person to DISCUSS AND SHARE INFO WITH?
Final Business Response /* (4000, 9, 2015/11/19) */
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
November 19, 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:
Contact information for a supervisor has been provided to the Revdex.com via Mr. [redacted] under separate cover.
At this time the invoice has a remaining balance of $690.00. Should Ms. [redacted] have additional questions or concerns, or if she would like to discuss any additional discounts applicable to her invoice, she may contact LabCorp's Patient Billing department at X-XXX-XXX-XXXX M-F 8am-6pm EST.
Sincerely,
[redacted]
Patient Billing
Final Consumer Response /* (4200, 12, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reach out to the above-mentioned person and waiting for her to contact me.

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 May 4, 2018   Revdex.com of NC [redacted] Greensboro, NC 27410...

  Re:      Consumer Name:                    [redacted]              Complaint Number:               [redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated April 12, 2018. We appreciate the opportunity to review Ms. [redacted]’s concerns as Laboratory Corporation of America (“LabCorp”) takes all customer inquiries seriously.   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. The requisition also indicates who is responsible for payment of services (i.e. ordering physician’s office, insurance, or patient self-payment). The test requisition for the invoice in question states “Bill To: Account Billing.”   Our records indicate that we billed Ms. [redacted]’s office account for patient services performed on June 28, 2017. Private insurance information for the patient was not provided at the time of service. On August 7, 2017 our Client Services Department received a call from Virginia, who identified herself as the office manager, regarding this issue. During that call Virginia was notified that LabCorp was unable to bill the patient directly due to the type of account that was setup for the office. It is notated on our system that while explaining the process to change the account type to one that allows the patient to be billed directly the call was disconnected.     On January 12, 2018 LabCorp received a follow up phone call from Virginia regarding the invoice received. At that time information was provided to have Ms. [redacted]’s offices account updated to allow the patient to be billed directly. This request was not properly processed. We apologize for the inconvenience. We have reached out to rectify this for future invoices and have submitted a courtesy adjustment to have the invoice in question reduced to a zero balance. One the adjustment has been processed a zero balance letter will be forwarded to the office’s mailing address on record.     We hope that this information is helpful. Should Ms. [redacted] have additional questions she may contact our Client Customer Service Department at [redacted] opt 3 M-F 8am-5pm, fax #[redacted], and by email [redacted]@labcorp.com and a representative will be happy to assist.    Sincerely,     Daryl H[redacted] Patient Customer Service

Laboratory Corporation of America Holdings      [redacted]      Burlington, North Carolina 27216-2240      Telephone:         1-800-222-7566 ext. 67270...

     FAX:                       1-866-466-5807      Website: www.labcorp.com/billing   February 9, 2018     Revdex.com of NC [redacted] Greensboro, NC 27410   Re.:      Consumer Name:        [redacted]             Invoice Number:         [redacted]             Complaint No.:           [redacted]             Dear Sir/Madam:   Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Mr. [redacted]’s concerns regarding his above complaint. We received correspondence from your office dated January 26, 2018 in regards to services provided to Mr. [redacted] on October 9, 2017. LabCorp takes all customer concerns seriously and we appreciate the opportunity to research Mr. [redacted]’s concerns.   Please be advised LabCorp only performs tests at the request of a licensed physician or other person authorized to request testing. We have reviewed the test requisition form and verified that the Quantiferon test in question was ordered by Mr. [redacted]’s physician. The requisition form also lists the price of the test. We have attached a copy of the requisition to our response for your review.   During our investigation of Mr. [redacted]’s complaint we have verified that his cash sale receipt was marked $0.00 for test number [redacted]. This does not indicate that the test is free of charge, but rather the cost of test [redacted] is unable to be determined at the time of service. The reason we are unable to determine the cost before services are rendered is because the specimen must be evaluated for acceptability before the Quantiferon test is performed. If the specimen is acceptable, test number [redacted] is then assigned with a cost of $227.00.   Mr. [redacted]’s receipt states “Your physician may have requested tests that will automatically trigger additional testing procedures based on certain clinical indications. In addition, your physician may determine it necessary to order additional testing procedures on the sample collected today. If additional testing is performed on your sample, LabCorp will bill you for the additional testing.” Mr. [redacted] may contact our Patient Billing Department to discuss a possible discount or payment plan for his remaining balance.   As a result of this correspondence we have contacted management at the Patient Service Center (“PSC”) Mr. [redacted] visited to ensure that proper responses are given when patients ask about additional or reflex testing. Should Mr. [redacted] have additional questions he may contact our Patient Billing Representatives at [redacted] M-F 8am-8pm EST and a representative will be happy to assist him further.    Sincerely,     Daryl H[redacted] Patient Customer Service

Initial Business Response /* (1000, 8, 2016/05/24) */
May 24, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - [redacted]
Complaint Number -XXXXXXXX
Dear Ms. [redacted]
This letter is in response to your...

correspondence dated May 18, 2016 regarding Ms. [redacted]'s complaint. In researching our records, we are unable to locate any services provided to Ms. [redacted] on 2/2/2016 or any services that coincide with the payment amounts Ms. [redacted] provided. In order to research this matter further, we ask that Ms. [redacted] provide some additional information such as an invoice number and the name of the ordering physician.
Ms. [redacted] may also provide copies (front and back) of all means of payment (i.e., check, money order, credit card statement, Explanation of Benefits from the insurance company, etc.) associated with the services referenced in Ms. [redacted]'s complaint. Upon receipt of the requested information, we will further research her inquiry accordingly.
We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. Our Patient Billing Department can be reached at X-XXX-XXX-XXXX Monday-Friday (8am-5pm) should Ms. [redacted] have additional questions.
Sincerely,
Anna T[redacted]
Patient Billing

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

             Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated April 5, 2017 regarding LabCorp’s credit card authorization program. We appreciate the opportunity to address Ms. [redacted]’s inquiry. LabCorp as a company does not keep patient files. In order to utilize the convenience of the credit card authorization program, a credit card must be presented at each visit.   Ms. [redacted] signed a credit card authorization for the services performed at the request of Dr. [redacted] on December 24, 2016. According to the Explanation of Benefits from [redacted], patient responsibility is a deductible amount of $74.00. Therefore, the charge of $74.00 was placed on the credit card Ms. [redacted] provided on the date of service. The corresponding invoice ([redacted]) currently reflects a zero balance.   Invoice [redacted] is for services which were provided on December 30, 2016. We do not have a signed credit card authorization for Ms. [redacted]’s visit to the LabCorp Patient Service Center on Saturday, December 24, 2016. The claim has been processed by [redacted]. Patient responsibility is a deductible amount of $134.92. We have mailed invoices to Ms. [redacted] on January 25, 2017; March 01, 2017; and March 22, 2017 regarding the $134.92 balance.   We hope this clarifies our credit card authorization program. Ms. [redacted] may contact out Patient Billing department at [redacted] Monday-Friday if she would like to make her payment or needs further assistance with this matter.   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

Initial Business Response /* (1000, 5, 2016/05/13) */
May 12, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Numbers: [redacted]
Dear Mr....

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mrs. [redacted]'s concerns regarding his above complaint. We would like to take this opportunity to apologize for any inconvenience Mrs. [redacted] has experienced related to this matter.
LabCorp performed testing at the request of Mrs. [redacted]'s physician, [redacted] with [redacted], on 08/19/2015. LabCorp processed the request and reported the results.
LabCorp filed the charges to Mrs. [redacted]'s [redacted] on 08/21/2015. LabCorp received [redacted]'s Explanation of Benefits on 09/10/2015, advising the diagnosis codes were not covered. [redacted]'s Explanation of Benefits states the patient's responsibility is $211.00. LabCorp is a clinical lab and we rely completely on the ordering physician for diagnosing the patient's lab work. Federal guidelines prohibit LabCorp from questioning your doctor's diagnosis. On 10/02/2015 the Mrs. [redacted]'s physician's office contacted LabCorp and updated the diagnosis codes and the claim was resubmitted to [redacted].
Mrs. [redacted] made two payments for invoice [redacted]. A payment of $40.00 was processed on 03/28/2016 and a payment of $50.00 was processed on 04/15/2016. The total amount paid by Mrs. [redacted] for invoice [redacted] is $90.00 at this time.
Mrs. [redacted] contacted LabCorp on 04/07/2016 stating [redacted] made a payment on invoice [redacted]. However, we have checked Mrs. [redacted]'s account and were unable to locate any record of payment. We advised Mrs. [redacted] in order to research this matter further, we will need copies (front and back) of all means of payment (i.e., check, money order, credit card statement, Explanation of Benefits from your carrier, etc.) associated with this account. At this time we still have not received any information or a payment from [redacted].
As a courtesy, LabCorp sent [redacted] a corrected claim. We have also sent Mrs. [redacted] a copy of this claim for her records. Once LabCorp receives notification from the patient's insurance company, we will update the invoice accordingly. If the patient has made an overpayment on invoice [redacted] for her services, LabCorp will refund her any overpayment amount.
We hope the above information clarifies his concerns. If Mrs. [redacted] needs further assistance, please contact our Patient Customer Service Department [redacted] M-F (8am-6pm EST).
Respectfully,
Lisa W[redacted]
Patient Customer Service

June 8, 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 Mr. [redacted]’s concerns regarding his complaint. LabCorp has researched this matter and we show that Mr. [redacted] had a specimen drawn on March 16, 2016 at one of our LabCorp facilities. Our Lab representatives took the insurance information for billing purposes but this did not guarantee coverage. Mr. [redacted] is responsible for verifying his specific policy coverage details prior to services. LabCorp submitted a claim with Mr. [redacted]’s insurance, [redacted], on March 18, 2016. LabCorp did not receive a response from [redacted]; therefore, on July 16, 2016 LabCorp invoiced Mr. [redacted]. On August 24, 2016 Mr. [redacted] contacted our LabCorp and stated he would contact [redacted] to verify his responsible amount.  Later the same day Mr. [redacted] contacted our office and stated he was not made aware [redacted] was out of network with LabCorp and he should not have to remit payment. Mr. [redacted] was offered a 20 percent discount which was valid from August 24 through September 8, 2016. On October 11, 2016  Mr. [redacted] contacted LabCorp and filed a complaint against the facility utilized to obtain his specimen on March 16, 2016. His complaint included information stating he should have been informed [redacted] was out of network. On October 20, 2016 Mr. [redacted] spoke with a supervisor at LabCorp stating he was misinformed by the Lab regarding [redacted].  The supervisor offered Mr. [redacted] a $153.00 discount contingent on his payment in the amount of $350.00. Mr. [redacted] declined the offer. On October 28, 2016 Mr. [redacted] LabCorp requesting the contact information for the supervisor over the Lab. He was informed we could email the supervisor on his behalf, but could not provide the information.  LabCorp emailed the area manager.  On November 4, 2016 Mr. [redacted] again contacted LabCorp and spoke with a team lead. Mr. [redacted] again stated he was misinformed, but would request [redacted] reprocess the claim. The team lead offered Mr. [redacted] a 25 percent discount contingent on his payment in the amount of $377.25. This offer was valid from November 4 through November 19, 2016. On December 14, 2016 Mr. [redacted] contact LabCorp to remit payment in the amount of $377.25.  The previous offer expired; however, LabCorp honored the discount.   We hope the information above is substantiates LabCorp’s course of action regarding this matter. If Mr. [redacted] needs further assistance, he may contact LabCorp at [redacted]. Respectfully, Melinda W[redacted]Patient Customer Service

Initial Business Response /* (1000, 5, 2016/08/11) */
August 11, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Number: [redacted]
Dear Ms. [redacted]:
Laboratory...

Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Ms. [redacted] states that LabCorp did not submit a bill to her until a year after her date of service, 8/27/2015. LabCorp's records show that a claim was filed with Ms. [redacted]'s insurance carrier [redacted] on 8/31/2015. LabCorp did not receive a response from [redacted] and LabCorp's third party insurance department placed the invoice on hold while they consulted with Ms. [redacted]'s insurance. [redacted] of Arizona was submitting the explanation of benefits and payments directly to their patients. LabCorp issued a letter to Ms. [redacted] on 6/13/2016 requesting she forward the explanation of benefits so that LabCorp may review and adjust accordingly. Due to no response, the hold on the invoice was released on 7/16/2016 and subsequently Ms. [redacted]'s first invoice was mailed.
Ms. [redacted]'s complaint mentions that she believes one test was billed to her for $521.00. 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. Ms. [redacted] was billed for two tests and the drawing fee. 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, LabCorp's prices for certain tests will be higher than other laboratories and in other cases LabCorp's prices will be lower. On average, LabCorp's prices are favorable and comparable to other laboratories. Furthermore, Ms. [redacted] references that she was not advised that she would owe $521.00 on the day of service. Unfortunately, LabCorp does not have access to any patient's specific insurance policy, and is unable to advise a patient what may be covered under their policy terms. Ms. [redacted] was to contact her insurance company directly to speak with a representative about her policy and its coverage. Also, Ms. [redacted] should contact [redacted] to verify in network providers.
Our records show that Ms. [redacted] contacted LabCorp's billing department on 7/29/2016. She was provided information on our Financial Hardship program. The application for Financial Assistance was mailed on 7/29/2016. LabCorp obtained the explanation of benefits from [redacted] and at this time patient responsibility is $62.19. We hope this information is helpful and apologize for any inconvenience Ms. [redacted] has experienced related to this matter. If she needs further assistance, please contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST).
Respectfully,
Kenneth A. C[redacted]
Patient Customer Service

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

     FAX:                      [redacted]      Website: www.labcorp.com/billing     December 14, 2017                                 Revdex.com [redacted]        Greensboro, NC 27410   Patient: [redacted] Invoice: [redacted] Complaint #: [redacted]   Dear Sir/Madam:   We received correspondence from your office dated December 4, 2017 in regards to services provided to Ms. [redacted] on October 2, 2017. LabCorp takes all customer concerns seriously and we appreciate the opportunity to research Ms. [redacted]’s concerns.   On November 30, 2017 Ms. [redacted] contacted LabCorp’s Patient Billing Department regarding making payment toward her invoice [redacted]. The representative offered a 35% discount on her $909.00 balance for payment in full. Ms. [redacted] was informed that the discount would be available for 15 days. LabCorp does not offer our largest discounts along with a payment plan.   Our records show that Ms. [redacted] was given a $35 discount along with her payment arrangement of $50 per month. On December 4, 2017 Ms. [redacted] called and spoke with a supervisor in our Patient Billing Department. Ms. [redacted]’s original conversation was reviewed and it was determined that our representative did not offer the 35% discount along with a payment plan. Ms. [redacted] then requested a refund of her $50 payment, which posted on December 2, 2017, while she contacted her physician’s office regarding the test performed. Ms. [redacted]’s refund was processed on December 11, 2017.   On December 11, 2017 Ms. [redacted]’s mother, [redacted], contacted our Patient Billing Department and made payment in full with a 35% discount applied to the $909.00 balance. Invoice [redacted] now reflects a zero balance. A letter has been sent to Ms. [redacted]’s address advising that the balance has been satisfied.   We hope this information is helpful and clarifies Ms. [redacted]’s concerns. If she needs further assistance our Patient Customer Service Department can be reached at [redacted] Monday – Friday (8am-8pm EST).   Sincerely,       Daryl H[redacted] Patient Billing

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] 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. When a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing and demographic information. The referring physician’s office completes this form.   When LabCorp received Ms. [redacted]’s request for testing, on December 12, 2016, it indicated that she was self pay with no insurance. On January 11, 2017 we received Ms. [redacted]’s insurance information. When verifying eligibility the insurance carrier, [redacted], indicated that they are Ms. [redacted]’s secondary insurance. At that time LabCorp sent correspondence to Ms. [redacted] indicating that we required her primary insurance information. No additional information was received. On May 12, 2017 LabCorp spoke with a representative from [redacted] who again verified that [redacted] was Ms. [redacted]’s secondary insurance carrier.   According to our records on June 6, 2017 LabCorp received payment in full from [redacted]. We have requested a refund in the amount of $82.00. The refund will process in 10 to 15 business days.   We hope that this information is helpful. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at 1[redacted] M-F 8am-5pm EST and a representative will be happy to assist.      Sincerely,       Daryl H[redacted] Patient Customer Service

Initial Business Response /* (1000, 5, 2016/02/02) */
February 2, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Number: XXXXXXXX

Dear Mr....

[redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Please be advised Labcorp contacted the OBGYN at [redacted] office and spoke with Dr. [redacted] and the office manager [redacted]. Dr. [redacted] advised she ordered the test in question in order to provide the best care possible for Ms. [redacted] and she felt the testing was medically necessary. Based upon this factor LabCorp cannot adjust the balance completely. [redacted] advised she had discussed the billing portion of the testing with the office's LabCorp representative and Ms. [redacted] was informed LabCorp offers discounts and payment plans to assist our patients. Ms. [redacted] may contact our Patient Customer Service Department at X-XXX-XXX-XXXX to discuss the options available.
We hope this information is helpful to clarify Ms. [redacted]'s concerns.
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response, however as stated in my many emails, a Cystic Fibrosis mutation test is not medically necessary and is not part of a normal or regular prenatal screening. As such, it is unethical to order a test such as this without the patient's knowledge or consent. Additionally, as I have continued to state, I did not even receive the test results, nor do I wish to have these results as I have no desire to find out if I am a potential carrier for this disease.
Final Business Response /* (4000, 9, 2016/02/08) */
February 8, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Number: [redacted]

Dear Mr. [redacted]:
This letter is in response to the recent correspondence for the 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. Ms. [redacted] will need to contact Dr. [redacted] for the test results and to dispute the fact Dr. [redacted] ordered the testing. Our previous response advised Dr. [redacted] ordered the test in question due to many factors and she felt to testing was medically necessary.
We previously advised Ms. [redacted] she has discounts and payment plan options available to her to assist with the $800.00 balance due. She will need to contact our Patient Customer Service Department at [redacted] to discuss the options available.
Respectfully,
Melinda W[redacted]
Patient Customer Service
Final Consumer Response /* (4200, 11, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not responsible for paying for an unauthorized genetic test. A test that was conducted without my knowledge and consent. A genetic test being conducted without a patient's authorization is an infringement on a patient's basic rights. Again, a test where the results were not given (nor wanted!). If LabCorp believe they are owed for such an unauthorized test then it is their responsibility they to contact [redacted], Office Manager, directly at [redacted] Medical Faculty Associates rather than harass a client by send threatening letters. Particularly to a client who has before, and since, paid all of LabCorp's standard blood tests in full.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.  I appreciate Lab Corp's agreement that I do not owe money to Lab Corp.  Revdex.com, thank you very much for your assistance.[redacted]

August 10, 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 Mr. [redacted]’s concerns regarding his 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 and diagnosis coding. This information was used to file a claim to Mr. [redacted]’s insurance,   According to our records we received a call from Mr. [redacted]’s physician’s office on July 28, 2017.  The office added additional diagnosis coding to the requisition. A refund request in the amount of $495 was processed by LabCorp. The refund was sent in the form of a paper check to Mr. [redacted]’s address on record August 1, 2017. A zero balance letter has been sent to Mr. [redacted].   Mr. [redacted] may contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST) and a representative will be glad to assist him with any additional concerns regarding this issue.   Respectfully,     Daryl H[redacted] Patient Customer Service

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 2, 2018   Revdex.com of NC [redacted] Greensboro, NC 27410...

  Re:      Consumer Name:                    [redacted]              Complaint Number:               [redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated April 23, 2018. We appreciate the opportunity to review Mr. [redacted]’s concerns as Laboratory Corporation of America (“LabCorp”) takes all customer inquiries seriously. We have attached a detailed breakdown of Mr. [redacted]’s bills and payments dating back to January 2017.   Please be advised no charges have been processed toward Mr. [redacted]’s April 23, 2018 date of service. Our records indicate that on April 23, 2018 Mr. [redacted] provided a credit card and signed a credit card authorization form (see attached). When a patient provides a credit card at the time of service no charges are made to the card at that time, instead, a claim is filed to the patient’s insurance carrier. Once a response is received from the insurance provider we adjust the invoice accordingly; charge the patient’s credit card for the amount that insurance advises is the patient's responsibility (not to exceed the amount authorized on the attached form), and mail out a receipt of payment. At this time Mr. [redacted]’s April 23, 2018 date of service is pending a response from insurance. All billing has been suspended.   We hope that this information is helpful. Should Mr. [redacted] have additional questions he may contact our Patient Billing Representatives at [redacted] M-F 8am-8pm EST and a representative will be happy to assist him further.    Sincerely,     Daryl H[redacted] Patient Customer Service