Laboratory Corporation of America

Initial Business Response /* (1000, 7, 2016/09/19) */
September 19, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Number: [redacted]

Dear...

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address [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. The physician supplies us with his/her patient's demographics (including patient's name, address, insurance information, and diagnosis codes). Our records indicate the original order listed [redacted] as the responsible party. On 7/27/2016 this information was changed to reflect [redacted] as the responsible party. On 8/3/2016 [redacted] spoke with a member of our management team and an email was forwarded to upper management including [redacted]'s complaint. We apologize the upper management representative did not contact [redacted]. On 8/23/2016, LabCorp received a call from [redacted] at [redacted]. As requested our representative contact [redacted] to arrange a payment plan for his invoice. A payment plan was arranged and [redacted] will receive a monthly reminder regarding his payment due.
We hope this information is helpful and clarifies [redacted]'s concerns. If he needs further assistance, please contact our Patient Customer Service Department [redacted] M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 9, 2016/09/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address the attitude from Barbra, this does not address the fact that when I asked it to be corrected it took [redacted] contacting them. This does not address my concerns with the customer service representatives. This is also not accurate since I am the one that filled out the insurance information on LabCorp's website. It also does not address the lack of follow up as promised by LabCorp, and finally it does not address the fact that I asked for contact from LabCorp in response to this issue as submitted to the Revdex.com.

Initial Business Response /* (1000, 7, 2016/09/02) */
September 2, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Number: [redacted]
Dear...

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address [redacted] concerns regarding his above complaint. The following is a detailed explanation of [redacted] payments and the date received:
5/6/2016 - $100.00
5/10/2016 - $100.00
6/2/2016 - $100.00 (credited to the invoice based upon proof of payment)
8/4/2016 - $95.00
The current amount due for invoice number [redacted] is $200.00. If [redacted] believes there is a discrepancy, he may fax the information to [redacted] Attn: ABC Department or contact us at [redacted] ext. 67270. A Patient Customer Service Department supervisor spoke with [redacted] on 9/2/2016. [redacted] seemed satisfied with the results.
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 9, 2016/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for getting involved. Without the assistance of the Revdex.com this complaint would still be a problem. LabCorp is a terrible company with incompetent and unprofessional people. Are they really hurting for money so badly that they need to steal $200.00 from customers? If their financial division is an indicator of their efficiency, I fear for anyone having lab work done!

I am rejecting this response because:
Please let me begin by sincerely thanking you for the response and by stating that I am by no means trying to split hairs, I simply wish my results to be automatically faxed to my physician, as requested by the physician and as they were prior to December 2016.While I certainly appreciate that my physician's office is set-up in the [redacted] system, on the standing test orders my physician's office submits, they request that all results be faxed. This is acknowledged by the staff members of LabCorp Spartanburg, by my physician's office, and is substantiated by several years of consistently having my results automatically faxed to my physician's office. It wasn't until December 2016 that the automatic faxing of test results abruptly stopped.Furthermore, throughout this year, and on many occasions, I have spoke with several staff members and with the area manager. Again, they all agree the results should be faxed automatically. They try to fix the error in the system but can't figure out why the results aren't automatically being sent and why critical results aren't being phoned in.This is part of the reason why I came through the Revdex.com, to get the matter resolved.Regarding the September 14th, 2017 date of service. While the results were made available electronically on September 15th, 2017, that is a moot point considering that my physician's office requests the results be faxed. And while the results were faxed on September 18th, 2017, they were sent only after my physician's office called and requested them. Had my physician's office not called, the results may not have been sent at all.Regarding the critical results being phoned in to the physician, they were not. My physician's office did not receive a phone call nor did they receive a fax without first calling LabCorp and requesting it.Again, I simply want this ongoing saga to end. I believe I have been a regular patient with LabCorp since 2009 and have only had problems since December 2016. I just want to be able to get my test and be secure in knowing the results will be faxed to my physician. Please just help.

Final Consumer Response /* (450, 5, 2016/02/04) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Thursday, February 04, XXXX XX:XX AM
To: Revdex.com
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXX-XXXXXXXX-X-XXX)
Labcorp has let me pay the $127.00 I was quoted but still...

want people to know how rude and unaccomodating this company is!!!

Initial Business Response /* (1000, 9, 2015/11/04) */
November 4, 2015
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name- [redacted]
Patient Name - [redacted]
Invoice Number - XXXXXXXX
Complaint...

Number -XXXXXXXX
Dear Mr. [redacted]
This letter is in response to your correspondence dated October 19, 2015 regarding Ms. [redacted]'s complaint referencing the timely posting of her insurance company's payment. Our records indicate that the services provided on 7/25/2014 were initially denied by Ms. [redacted]'s insurance company advising that coordination of benefits had not been updated by the patient, insured or responsible party. The first invoice was mailed to Ms. [redacted] on 2/23/2015 in the amount of $444.00. In researching an email received from Ms. [redacted] on 3/1/2015, a representative from our billing department spoke with [redacted] representative [redacted] reference number X-XXXXXXXXXXX, who provided the correct identification number and advised that coordination of benefits have still not been updated.
We resubmitted the claim with the identification number provided by [redacted] on 3/3/2015. The claim was denied on 3/25/2015 again for coordination of benefits resulting in Ms. [redacted] being invoiced for $444.00 on 5/29/2015. Subsequent invoices requesting payment were mailed to Ms. [redacted] on 7/3/2015, 7/24/2015, 8/14/2015 and 10/05/2015. Please be advised that a patient may be billed until the insurance company's payment posts to the account. LabCorp is paid with bulk checks from insurance companies. These payments are thousands of dollars, and are usually for many patients/invoices. The process of posting all payments to the invoices can take up to 45 days, from the date the payment was made by an insurance company. We received payment from [redacted] in the amount of $78.84 on 10/10/2015 along with the corresponding explanation of benefits. The payment and contractual adjustments have been applied and the invoice has a zero balance.
We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. If she needs further assistance, our Patient Billing Department can be reached at X-XXX-XXX-XXXX.
Sincerely,
Anna T[redacted]
Patient Billing

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 15, 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 Ms. [redacted]’s concerns regarding her above complaint. We take all customer concerns seriously and appreciate the opportunity to research Ms. [redacted]’s concerns.   We have reviewed Ms. [redacted]’s invoices from date of service August 3, 2017 and verified that both services were billed to her insurance carrier. Ms. [redacted]’s insurance carrier applied the balances of $64 and $38 toward the patient’s deductible responsibility. During our normal course of business LabCorp does not discount a patient’s deductible responsibility. However, on October 13, 2017 LabCorp received correspondence from Ms. [redacted] expressing a financial hardship and offering a settlement of $40.00 for her outstanding balance. In response to Ms. [redacted]’s correspondence we mailed an application for our financial hardship program in an effort to come to a mutually agreeable settlement.   We apologize for any misunderstanding regarding the balance associated with these invoices.  While we may agree to settle a debt for less than the full balance, this must be a mutual agreement, where both parties have negotiated the outcome.  One party cannot unilaterally impose an agreement on another. In researching this complaint we have confirmed with our Legal Department that our cashing of Ms. [redacted]’s payment is not an acceptance of her settlement offer, nor does it hinder our ability to continue efforts to collect on the balance due. LabCorp is not a debt-collecting agency; as such we are not regulated under the Fair Debt Collection Practices Act.   Ms. [redacted] has a current balance due of $38 on invoice [redacted] and $14 on invoice [redacted]. Should Ms. [redacted] have additional questions she may contact our Patient Billing Department at [redacted] M-F 8am-8pm EST and a representative will be happy to assist her further.    Sincerely,     Daryl H[redacted] Patient Customer Service

March 20, 2017     Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Consumer Name – [redacted]               Invoice # [redacted]...

                        Complaint Number -[redacted]                   Dear Sir/Madam:   This letter is in response to your correspondence dated March 9, 2017 regarding the services provided to Mrs. [redacted] on February 26, 2016. We appreciate the opportunity to research Mrs. [redacted]’s concerns about the processing of her claim by her insurance carrier, [redacted]. Our records indicate we filed the claim to [redacted]. In researching Mrs. [redacted]’s claim, we contacted [redacted] to verify her eligibility for the services she received on February 26, 2016.   We spoke with [redacted] Customer Service representative, [redacted], on March 16, 2017. [redacted] clarified that Mrs. [redacted]’s medical and laboratory claims are processed by different carriers. Mrs. [redacted]’s medical claims are processed by [redacted]. However, laboratory claims must be submitted to [redacted], at a different claims address. [redacted] verified that Mrs. [redacted]’s had active coverage for laboratory services on February 26, 2016. Therefore, we have made the necessary adjustments and invoice [redacted] now reflects a zero balance. We have notified outside collections to update their records accordingly and requested any credit bureau reporting be retracted. A zero balance letter has been mailed to Mrs. [redacted] at the address Mrs. [redacted] provided in her complaint.   LabCorp takes all customer concerns seriously and we thank Mrs. [redacted]’s valuable feedback. We hope this information is helpful apologize for any inconvenience she has experienced related to this matter. If she needs further assistance, our Patient Billing Department can be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

Initial Business Response /* (1000, 6, 2016/02/25) */
February 25, 2016
[redacted]
Revdex.com of NC
[redacted]
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 submitted a claim to Ms. [redacted]'s insurance carrier, [redacted] in the amount of $1914.00. [redacted] denied $272.11 of the charges stating: deductible. Ms. [redacted] stated in her complaint she did not feel she should be responsible for the balance. LabCorp's [redacted] analyst researched the matter further and we have adjusted the balance to zero.
We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. We hope the above information clarifies her concerns. If Ms. [redacted] needs further assistance, please contact our Patient Customer Service Department X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate LabCorp adjusting the balance to zero since it was their rep's arrangement with my doctor's office that was at issue. I hope that I will receive some documentation of it from LabCorp for my files. Thank you.

Laboratory Corporation of America Holdings [redacted] Telephone: 1-800-222-7566 ext. [redacted] FAX: 1-336-436-1775   Website: www.labcorp.com/billing September 12, 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 September 5, 2017 regarding Ms. [redacted]’ complaint in reference to the invoice she received for the services provided on July 18, 2017. We appreciate the opportunity to review Ms. [redacted]’ concerns as LabCorp takes all customer inquiries seriously.     LabCorp’s estimated financial responsibility form is an estimate of the patient’s responsibility based on what we know about their coverage on the day of service. This estimate is not always 100% accurate. The document signed by Ms. [redacted] clearly states “The amount I may have to pay may be different than the estimated amount. I agree to be personally and fully responsible for charges from today’s services that are not covered by my health plan.” Ms. [redacted]’ has the option to appeal her insurances processing of the claim by contacting her insurance at the telephone number on her card.   LabCorp billed Ms. [redacted] insurance carrier, [redacted], on July 29, 2017. On August 9, 2017 LabCorp received [redacted]’s payment along with an explanation of benefits. Ms. [redacted] insurance plan covered her services in full with the exception of one test totaling $390.00. Coverage for services provided is subject to the terms and conditions of the patient’s health benefit plan including exclusions, limitations, conditions and patient eligibility. For the most accurate information regarding a patient’s anticipated cost, it is best for patients to contact the telephone number found on their insurance card to inquire about their specific policy.    We hope this information is helpful and clarifies Ms. [redacted]’ 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. Thanks for properly explaining.

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

Complaint Number:  [redacted]                 Dear Sir or Madam:   Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Ms. [redacted]’s concerns regarding her complaint. We would like to thank Ms. [redacted] for bringing this matter to our attention. Payments received via our secure online system are generated through the “pay my bill” portal. This portal is a self-serve option for patients. Based upon Ms. [redacted]’s concerns LabCorp has refunded her credit card utilized for the $44.57 payment received on June 5, 2017.  Ms. [redacted] will need to contact her financial institution if she feels her credit card has been compromised.   We hope the information and clarifies Ms. [redacted]’s concerns. If she needs further assistance, he may contact LabCorp at 1-[redacted].   Respectfully,   Melinda W[redacted] Patient Customer Service

Initial Business Response /* (1000, 7, 2016/04/25) */
April 25, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name - [redacted]
Complaint Number -XXXXXXXX
Dear Mr. [redacted]
This letter is in response to...

your correspondence dated April 8, 2016 regarding the billing method of services performed at the request of [redacted] 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 and demographic information. The referring physician's office completes this form.
In an effort to verify and correct any mistakes in the billing for our services, our client services department has made the necessary changes to ensure that the client invoice for [redacted] is reviewed monthly for errors. Our client services department also called [redacted] on April 25, 2016 and left a message requesting a call back from office manager, [redacted], to go over her billing concerns and specific specimen numbers to investigate.
Customer service is very important at LabCorp. We would like to apologize for any inconvenience. If further assistance is needed, our Patient Billing Department can be reached at X-XXX-XXX-XXXX. Client Services may be reached at [redacted]@labcorp.com, or X-XXX-XXX-XXXX.
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 9, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(1) We only refer patients to LabCorp who have insurance contracted with LabCorp and the insurance information and patient information is always attached to the requisition. The right source for patient correct information is always the patient, not the doctor's offices. We also get information from the patient not the other way around.
(2) When a referred patient goes to LabCorp for blood draw, LabCorp is responsible for getting the patient information before any services is provided, not the doctor's responsibility.
(3) When a specimen is sent out to LabCorp, we make sure the patient has the right information and insurance information attached as well.
(4) Always bill patient, not the doctor's office.
It is a wrong practice of LabCorp to always make doctor's offices responsible for billing.
Final Business Response /* (4000, 14, 2016/05/18) */
May 18, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name - [redacted]
Complaint Number -XXXXXXXX
Dear Ms. [redacted]
This letter is in response to your recent correspondence received May 6, 2016 regarding the client bill for [redacted] Our records indicate that all attempts to make contact with [redacted], office manager at [redacted] have been unsuccessful. In an effort to gain additional information and move toward a resolution of any billing concerns; Senior Marketing Executive, Mr. J[redacted], spoke to [redacted] on 5/17/2016 with [redacted] regarding their complaint. [redacted] advised that she inform Mr. [redacted] and the physician of their conversation and [redacted] would forward all of the insurance information needed to Mr. J[redacted]. Mr. J[redacted] has also provided his contact information to the client for any concerns moving forward.
We hope the contact Mr. J[redacted] has made with [redacted] has answered Mr. [redacted]'s questions and clarified all concerns. If further assistance is needed, our Patient Billing Department can be reached at X-XXX-XXX-XXXX. Client Services may be reached at [redacted]@labcorp.com, or X-XXX-XXX-XXXX.
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 8, 2016/06/24) */
June 24, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name - [redacted]
Patient Name - [redacted]
Invoice Number - [redacted]
Complaint Number...

-[redacted]
Dear Ms. [redacted]:
This letter is in response to your correspondence dated June 16, 2016 regarding the services provided to Mrs. [redacted] on 10/08/2012. Please be advised, at any given time LabCorp can be contracted with hundreds of insurance companies. Contracts between LabCorp and insurance companies can change on a weekly/monthly basis. While we are able to file charges to any insurance company, that is not a guarantee of coverage or payment. Services may be denied as out of network, or processed at a reduced rate. There is no way for our agents to maintain that information. Patients should contact their insurance company directly with questions pertaining to their specific plan prior to choosing a lab location.
Our records indicate during Mrs. [redacted]'s visit to the [redacted] Patient Service Center on 10/08/2012 she signed a credit card authorization form which listed the amount authorized as $342.00. We submitted a claim to [redacted] on 10/10/2012 in the amount of $342.00 for the services we provided. We did not receive a response to our claim from Mrs. [redacted]'s insurance carrier. On 7/13/2013 we mailed a letter to Mrs. [redacted] advising her we had not received a response and to forward the necessary information if there were another insurance carrier to which she would like us to submit a claim.
Having received no response to our letter, the first invoice was mailed on 08/17/2013 seeking payment of the $342.00 balance. A total of six subsequent invoices were mailed between 9/21/2013 and 1/4/2014. On 10/29/2013, Mrs. [redacted] contacted our patient billing department regarding her balance. At that time she was offered a 15% discount for immediate payment in full of $290.70. At that time Mrs. [redacted] advised she would call back to make the discounted payment. On 3/09/2014 we had not received any further correspondence or payment. Therefore, the balance of $342.00 was transferred to outside collections.
Customer Services is important to us and we appreciate the opportunity to assist you with your inquiry. We would like to take this opportunity to apologize for any inconvenience Mr. and Mrs. [redacted] have experienced related to this matter. If they need further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 10, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My attorney wants to know if my signature is on the document where it says [redacted] is responsible for payment for her blood work.
In the future, I suggest your employees know the exact cost of blood work from health care insurance companies. If the exact cost was known at the time of service, Mrs. [redacted] would have never had blood drawn at Lab Corporation Of America. Reception quoted "the exact cost of services was unknown at the time of service due to computer issues".
My question is the responsibility of "unknown costs of service".
Please reply with explanation of who is responsible for blood work services for [redacted].
Final Business Response /* (4000, 12, 2016/07/15) */
July 15, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name - [redacted]
Patient Name - [redacted]
Invoice Number - [redacted]
Complaint Number -[redacted]
Dear Ms. [redacted]:
This letter is in response to your recent correspondence dated June 30, 2016 regarding Mr. [redacted]'s complaint. For the purpose of filing insurance claims, the responsible party for lab testing is the policy holder of the insurance. Mr. [redacted] was the policy holder of the [redacted] Plan that was provided on the date of service. The signature on the credit card authorization form that was signed on 10/08/2012 is [redacted]. In acknowledgement that Mrs. [redacted] was over the age of 18 on the date of service, we have requested Mr. [redacted]'s name be removed as the responsible party for billing purposes. We have notified the collection agency to update their records accordingly to reflect Mrs. [redacted] as being solely responsible the balance.
The test prices may be requested at the Patient Service Center prior to services being rendered. However, if the cost of the testing is a determining factor in the services provided; our Lab Customer Service Department is also available to assist patients with obtaining the cost of specific tests prior to testing being done. Mr. and Mrs. [redacted] may speak with a customer service representative by calling [redacted].
We hope this information is helpful and clarifies Mr. [redacted]'s concerns. If Mr. [redacted] has any additional questions or needs further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing

Initial Business Response /* (1000, 6, 2015/12/30) */
December 30, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer [redacted]
Patient Name - [redacted]
Invoice Number - XXXXXXXX
Complaint Number...

-XXXXXXXX
Dear Mr. [redacted]
This letter is in response to your correspondence dated December 15, 2015 regarding services provided on 02/02/2015. According to the Explanation of Benefits we received from [redacted], the charge for the test in question was denied as non-covered. Our records indicate the test billed to Ms. [redacted]'s insurance at a cost of $330.00. The total billed amount for Mr. [redacted]'s services on 02/02/2015 was $891.00. We were unable to locate a submitted charge in the amount of $72.60, as referenced in Mr. [redacted]'s complaint.
Mr. [redacted]'s email request to speak with a manager was received on 11/18/2015. Patient billing supervisor [redacted] called Mr. [redacted] on 11/19/2015 at 10:34 a.m. EST., utilizing the daytime number provided in his complaint, and left a voice mail message. No response, to date, has been received, other than the Revdex.com Complaint.
LabCorp offers interest free payment plans to assist patients with paying their balances. The maximum length of a payment plan is five years, or 60 monthly payments. Mr. [redacted]'s minimum monthly payment would be: $5.50. If he needs further assistance or would like to set up a payment plan, our Patient Billing Department can be reached at X-XXX-XXX-XXXX.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. For documentation purposes, a copy of the Explanation of Benefits we received from [redacted] will be forwarded to you, Mr. [redacted] under separate cover.
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 8, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No. They are incorrect in their rinesponse. Yes the total bill was for $ 891 however that was for multilple boold test. All of the other tests were paid for by [redacted] except the $ 330 charge I am complaining about. Lab Corp accepted their payment at 22% of the full charge and subsequently reduced all the covered test charges by 78% for the [redacted] payment. I have asked why I am being charged the full amount of $ 330 for the same exact test? Seem a bit unethical to gouge a cash paying customer for the same test they're will to allow a large, mulit-billion dollar corporation pay at only 22% of the full amount.
Further, I feel Ms. T[redacted] is being disgonest in her response. When I discussed this issue originally with the customer service rep, I asked about setting up a payment plan andvwas told "they do not offer payments because this is past due." The only option I was offered was a pathetic 10% discount however I had to make the full payment of the balance right then to "qualify" for that discount. In addition, I have double checked my cell phone records fir any incoming or missed call on 11/19 at 9:34 CST and have nothing showing at that time. If Lori truely did calk and missed me, she would have been directed to my voice mail to leave a message which I did not get either. Not sure why a "manager" of any ethical company trying to resolve a customer complaint would not leave a voice mail message with a return ph9ne number nor make more than 1 alleged attempt to reach a dissatisfied customer.
It doesn't appear that this issue will be resolved here so I plan on continuing my efforts with our local media investigative reporters. At least then we'll get a true understanding of how widespread the problem really is.
Final Business Response /* (4000, 12, 2016/01/18) */
January 18, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC XXXXX
Re: Consumer [redacted]
Patient Name - [redacted]
Invoice Number - XXXXXXXX
Complaint Number -XXXXXXXX
Dear Mr. [redacted]
This letter is in response to your recent correspondence dated December 31, 2015 regarding Mr. [redacted]'s outstanding balance for the services provided on 02/02/2015. Please be advised that LabCorp bills based off the Explanation of Benefits received from the insurance carrier and there is no way of knowing ahead of time what is covered or non-covered or how the claim will be processed. The Explanation of Benefits we received from [redacted] reflects that Mr. [redacted] is responsible for $330.00. If Mr. [redacted] has received further consideration for the above referenced invoice advising patient's responsibility is less than we are billing him, we ask that he forward that documentation to us for further review.
We would like to apologize for any miscommunication regarding the payment options available for the current balance due. LabCorp is unable to set up a payment plan for balances that have been transferred to outside collections. However, Mr. [redacted]'s balance is with LCA Collections which is LabCorp's internal collections department. At this time, the balance can be placed on a payment plan at Mr. [redacted]'s request. As previously stated, the maximum length of a payment plan is five years, or 60 monthly payments.
Our records indicate that Lori C[redacted], patient billing supervisor, returned Mr. [redacted]'s phone call as requested at the number provided and left a voicemail message. We apologize if Mr. [redacted] did not receive his voicemail message. Should Mr. [redacted] still wish to speak with a supervisor regarding his concerns or to set up a payment plan, he may contact our Patient Billing Department at X-XXX-XXX-XXXX to request to speak with a supervisor and one will be made available at that time.
Customer service is very important at LabCorp and we appreciate the opportunity to assist you with your inquiry. We hope that this information is helpful and clarifies Mr. [redacted]'s concern. We appreciate his business.
Sincerely,
Anna T[redacted]
Patient Billing
Final Consumer Response /* (4200, 14, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The main point to my original complaint is being completely missed. Yes, I feel Lab Corp has poor customer service and dislike the manner in which their reps treated me. I can get over that as we've all become accustomed to less than desirable service.
Please address why I'm being charged full price of $ 330 for the same blood test that Lab Corp was willing to "write down" or "adjust" by 78% if Blue Cross paid the bill. Lab Corp did nothing different in the test procedure regardless who was paying the bill. This equates to price gouging and seems a bit unethical to me.
Furthermore, Blue Cross is absolutely wrong with their claim denial in this instance as we have 2 generations of well documented family history of the condition that was being tested for.
I recognize that the test was done in good faith Lab Corp. I'm not a dead beat consumer; however, like many in the world, I have recently fallen on tough financial times. I have since skipped paying my electric bill for a month and paid Lab Corp $ 85, which is more than Blue Cross would have paid them. I am appealing to their management once again for consideration to write off the remaining balance as they would have for any insurance company payment and consider this issue resolved. I await their response.
Thank you.

I am rejecting this response because:
I do not appreciate Labcorp waiting until I filed a complaint through the Revdex.com to offer a refund of the copay. In the offer the company’s representatives choose to insult me with a response that suggests the details of my complaint were not truthful.If Labcorp had sent me a written response to my initial letter of June 13, 2017 (which included a copy of the revised EOB), I would not have needed to send a follow-up letter that also included a copy of the revised EOB on December 22, 2016, by certified mail. A copy of the certified letter is attached to this posting. It shows the certified mail ID on the letter itself, plus the certified mail receipt stamped by the US Post Office as proof of mailing.In fact, apart from the initial invoice for the copay of $64.15, the only correspondence I received in 2016 relating to Labcorp was a notice about a class action lawsuit against Labcorp for violation of the Fair and Accurate Credit Transaction Act.I now require that Labcorp send me the refund of $64.15 WITHOUT FURTHER COMMENT from its representatives. If I do not receive the refund by June 30, I will not hesitate to file another complaint through the Revdex.com.

I am rejecting this response because:
As the company seems to have forgotten to mention, LabCorp alone is responsible for assigning the correct CPT codes. They assigned 4 of the codes incorrectly as a representative of [redacted] advised me.One of the codes, G0479, is outright incorrect, three others show as "Lab/xray - minor diagnostic value." Please don't be fooled by LabCorp attempt to blow smoke. This was a prenatal office visit which is covered 100% pre deductible. However in the 8 months I have been trying to pursue this with LabCorp, they have outright refused to work with me, they've sent several aggressive invoices threatening collections in spite of this being in dispute.The responsibility to resolve remains with LabCorp. The physician gave the correct icd 10 code of z36 which would be covered as prenatal. However they have completely miscoded the CPT codes which is their responsibility. The latest supervisor I spoke with was absolutely unwilling to compromise at all and despite all my attempts to find a compromise, I was continuously stonewalled with zero empathy or acknowledgement of me as a fellow human being with a 21 month old daughter and now an 8 day year old daughter as well. I hope LabCorp chooses this opportunity to prove their dedication to customer service which hundreds of poor experiences by other patients of LabCorp belie in such blogs as labcorpsucks.com made by another patient who also felt that LabCorp claimed dedication to customer service does not match their actions.

Initial Business Response /* (1000, 5, 2016/02/18) */
Laboratory Corporation of America Holdings
[redacted]
[redacted]

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

[redacted]
February 18, 2016
[redacted]
Revdex.com of NC
[redacted]
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: XXXXXXXX
Dear Mr. [redacted]
This letter is in response to the above complaint. Our records indicate the following: LabCorp processed testing for Mr. [redacted], at the request of his physician on 01/18/2016. The total charges of $436.00 were filed to Mr. [redacted]'s insurance carrier, [redacted]
LabCorp received a payment in the amount of $33.27, along with an Explanation of Benefits (EOB) from [redacted] on 02/02/2016. The balance of $8.32 was billed to Mr. [redacted], as was indicated on the EOB was the patient's co-insurance and responsibility. Should Mr. [redacted] have an EOB advising his responsibility to be a lesser amount, LabCorp would refund the difference, if a copy is provided.
Mr. [redacted] should direct any questions pertaining to his responsibility to [redacted] directly. LabCorp invoices patients according to the determination from the carrier, advised on the Explanation of Benefits. At this time there is no refund applicable to this invoice.
Any questions about the tests requested should be directed to Dr. [redacted] office. LabCorp lists the test names on the invoice, however, a complete representation (to the procedure code level) is found on the insurance explanation of benefits.
Should Mr. [redacted] have additional questions or concerns, he may contact our Patient Customer Service Department at
X-XXX-XXX-XXXX Monday - Friday 8am-5pm EST., and a representative will be happy to assist further.
Sincerely,
Toni R[redacted]
Patient Billing

Initial Business Response /* (1000, 5, 2016/12/08) */
December 8, 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 complaint. Labcorp appreciates the patient sending in the updated Explanation of Benefits. LabCorp originally invoiced Ms. [redacted] based upon the Explanation of Benefits dated 6/6/2016 which indicated a patient responsibility of $1398.33. We have researched Ms. [redacted]'s complaint and located [redacted]'s payment in the amount of $156.32. We have posted the payment to invoice number [redacted] and discounted the balance based upon the Explanation of Benefits which accompanied the payment. The invoice now reflects a zero balance.
We hope this information is helpful and clarifies Ms. [redacted]'s concerns. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] experienced related to this matter. If she needs further assistance, please contact our Patient Customer Service Department [redacted] M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Labcorp seems to finally understand the issue, found the payment and applied to my invoice.

April 3, 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 March 20, 2017 regarding the services provided to Ms. [redacted] on August 22, 2016. LabCorp takes all customer concerns seriously and we value the opportunity to research Ms. [redacted]’s inquiry. In researching her concerns, we contacted her insurance company, [redacted].   We received consideration of the first claim we filed for invoice [redacted] on September 26, 2016. The claim was denied as noncovered. On November 3, 2016 we submitted a corrected claim to [redacted] with the diagnosis code changes request by [redacted] with Dr. [redacted]’s office.   According to the revised Explanation of Benefits received from [redacted] on January 12, 2017, the corrected claim was denied as noncovered. In order to verify patient responsibility, we called [redacted] on March 28, 2017 and spoke with Customer Service Representative Jay C. Jay clarified that although the services were denied, the Ms. [redacted] is not responsible for the balance. Therefore, we have adjusted the invoice to reflect no patient responsibility. A zero balance letter has been mailed to Ms. [redacted] for her records.   We hope this information is helpful and appreciate Ms. [redacted] bringing this matter to our attention. We apologize for any inconvenience she has experienced. If Ms. [redacted] needs further assistance our Patient Billing department may be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

July 31, 2017   [redacted] Revdex.com of NC [redacted] Greensboro, NC 27410   Re:      Consumer Name:                    [redacted] Invoice Number:                     [redacted]             Patient Name:                         [redacted] Complaint No.:                     [redacted]   Dear Ms. [redacted]:   Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Ms. [redacted]’s concerns regarding her above complaint. At the patient service center, Ms. [redacted] signed an advance beneficiary notice stating [redacted] would not cover a specified test in the amount of $278.00. The Advanced beneficiary notice is presented to a patient when LabCorp is aware that a certain test may be not be covered by [redacted]. The advanced beneficiary notice of non-coverage has the option to defer the test. Ms. [redacted] selected the option to have the test performed. On October 12, 2016, LabCorp billed [redacted] for the services performed.   LabCorp has mailed a copy of the signed advanced beneficiary notice of non-coverage to Ms. [redacted]. Please allow four to five business days for this document to arrive for your review. At this time, the patient responsibility for invoice [redacted] is $278.00.   We hope that this information is helpful. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at 1-800-845-6167 M-F 8am-5pm EST and a representative will be happy to assist her further.      Sincerely,     Kenneth A[redacted] Patient Customer Service Tell us why here...