Laboratory Corporation of America

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 8, 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 April 29, 2018 regarding Ms. [redacted]’s complaint. We appreciate the opportunity to review these concerns as Laboratory Corporation of America (“LabCorp”) takes all customer inquiries seriously.   As a company, LabCorp does not maintain a file for our patients. Each specimen that is tested has its own invoice number. When patients make payment via their banks online bill pay they must include the invoice number they wish to pay as the account number so that payment can be applied correctly and in a timely manner. Placing the patient’s name or invoice number in the memo section of the bill pay is not adequate to insure proper and timely processing of payment.   In regards to invoice #[redacted], Ms. [redacted] contacted our Patient Billing Department on March 20, 2018 to advise that her payment processed through her banks bill pay system. During that conversation we emailed our Deposit’s department in an attempt to locate Ms. [redacted]’s payment. We were unable to locate the payment with the information provided (check number, date of payment, and amount). On March 28, 2018 a letter was mailed to Ms. [redacted]’s address on record requesting a copy (front and back) of the bill-pay check sent to LabCorp. The cashed check was requested as it includes our endorsement which validates where her payment posted. To date, we have not received the requested check copy. We have contacted Ms. [redacted] to expedite the delivery of the check copy in order to bring this invoice to resolution. We have placed Ms. [redacted]’s invoice on a 30 day hold to allow time for the needed information to be received.   We hope this information is helpful and clarifies Ms. [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

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30, 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 physician on 05/05/2015. LabCorp filed the charges to Ms. [redacted]'s [redacted] on 05/08/2015. LabCorp received a payment from [redacted] along with their Explanation of Benefits, on 05/29/2015. LabCorp invoiced Ms. [redacted] $8.17 on 06/06/2015, per the [redacted] EOB.
Please be advised LabCorp's billing system does not automatically bill a patient's secondary insurance. [redacted] will, however, bill a secondary carrier, if the patient has requested them to do so. [redacted] did send the balance remaining after their processing to Ms. [redacted]'s secondary carrier. Again, LabCorp would have no knowledge of this filing or of any payment pending until an explanation of benefits/payment is received. Ms. [redacted] should also be aware insurance companies make bulk payments to LabCorp, and the posting of these payments may take up to 45 days from the issue date. LabCorp invoices patients every 21 days. Invoices transfer to outside collections, for reporting to the credit bureau, if not resolved within 7 billing cycles.
Moving forward, should Ms. [redacted] receive a LabCorp invoice, she may contact the Patient Billing office, or fill out the back of the bill to request the filing of her secondary coverage. Invoicing Ms. [redacted]'s secondary carrier will suspend all billing from LabCorp, pending their reply. Should there be any patient responsibility after the secondary payor has responded; LabCorp will again issue an invoice to the patient.
Ms. [redacted]'s invoice reflects a zero balance as of 06/15/2015. Should she have additional questions pertaining to this matter, she may contact our Patient Billing department at X-XXX-XXX-XXXX Xam-6pm EST, Monday - Friday. We apologize for any inconvenience Ms. [redacted] has experienced pertaining to this matter.
Sincerely
[redacted]
Patient Billing

Initial Business Response /* (1000, 7, 2016/07/15) */
July 15, 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 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. The referring physician's office completes this form. We can only accept a diagnosis changes from the physician that ordered the laboratory tests. This update must include the diagnosis to be updated and the name and title of the representative from the ordering physician's office requesting the update. This is a Federal mandate LabCorp must follow.
LabCorp submitted a claim to Mr. [redacted]'s insurance carrier, [redacted], in the amount of $302.93. [redacted] remitted a payment in the amount of $25.89 and applied $169.05 toward Mr. [redacted]'s deductible. LabCorp invoiced Mr. [redacted] $169.05 on 4/2/2016. If Mr. [redacted] has questions regarding the processing of his claim or the provision of his policy he will need to contact [redacted] directly.
Our records indicate on 5/9/2016 we received new diagnosis codes from [redacted]. The request simply stated "please resubmit with diagnosis codes provided per office, thank you". The request did not include the name and title of the representative from the ordering physician's office. Our Patient Customer Service representative contacted [redacted]. However, the office was closed. On 6/16/2016, Mr. [redacted] contacted our Patient Customer Service department and once again our Patient Customer Service representative contacted [redacted]. A message was left with the receptionist regarding the need for the name and title of the representative from the ordering physician's office. Mr. [redacted] contacted our Patient Customer Service department on 6/30/2016 to check the status of his invoice. We contacted [redacted] on 7/15/2016 and spoke with Lisa. Lisa provided new diagnosis codes for invoice number [redacted]. We have submitted a new claim to [redacted] and we will await their response. We will send a new invoice if [redacted] leaves Mr. [redacted] any patient responsibility.
We hope this information is helpful and clarifies Mr. [redacted]'s concerns. If he needs further assistance, please contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

Laboratory Corporation of America Holdings[redacted]Burlington, North Carolina 27216-1558Telephone: [redacted]FAX: [redacted]  Website: www.labcorp.com/billingJanuary 9, 2018  Revdex.com of NC[redacted]Greensboro, NC...

27410  Re:      Consumer Name:                    [redacted]            Invoice Number:                     [redacted]           Complaint Number:               [redacted]             Dear Sir/Madam:  This letter is in response to your correspondence dated January 3, 2018 regarding Ms. [redacted]’s complaint. We appreciate the opportunity to review Ms. [redacted]’s concerns as LabCorp takes all customer inquiries seriously.  When a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form from a physician. The requisition includes diagnoses codes as well as billing and demographic information. Federal guidelines prohibit LabCorp from questioning a physician’s diagnosis. We have checked the test request form and verified that Ms. [redacted]’s invoice was billed with the information provided by her ordering physician’s office. On January 10, 2018 we contacted Ms. [redacted]’s physician’s office and verified that the diagnosis billed is the correct diagnosis for this December 1, 2017 date of service.  On December 5, 2017 LabCorp submitted a claim to [redacted]) in the amount of $692.00. We received an Explanation of Benefits (EOB) on December 20, 2017. [redacted] left a patient responsibility of $65.10, applied toward Ms. [redacted]’s deductible amount. We have attached a copy of the EOB received from [redacted] to this response, under separate cover.  We have placed a 30 day courtesy hold on Ms. [redacted]’s invoice to allow time for her to follow up with her insurance carrier regarding the processing of her claim. We hope this information is helpful and clarifies Ms. [redacted]’s 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, 2015/08/21) */
August 21, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Patient Name - [redacted]
Invoice Number - XXXXXXXX and XXXXXXXX
Complaint Number -XXXXXXXX
Dear Mr....

[redacted]
This letter is in response to your correspondence dated August 6, 2015 regarding Mr. [redacted]'s complaint referencing the timely posting of his payment. Our records indicate that the services provided on 2/6/2015, invoice XXXXXXXX was first billed to Mr. [redacted] on 2/17/2015 for the balance due of $28.93 according to the Explanation of Benefits we received from [redacted] We then mailed additional invoices requesting payment to Mr. [redacted] on 3/24/2015, 4/14/2015, 5/5/2015 and 5/26/2015. Mr. [redacted] made his payment of $28.93 on 5/28/2015. Invoice # XXXXXXXX now reflects a zero balance and a receipt confirming that was mailed to Mr. [redacted] on 7/14/2015.
Invoice XXXXXXXX, for the services provided on 5/1/2015, was first invoice to Mr. [redacted] on 5/9/2015. We have sent subsequent invoice to Mr. [redacted] on 6/15/2015, 7/6/2015, 7/27/2015 and 8/17/2015. To date we have not received the balance of $28.93 that is currently due. Please be aware that LCA Collections is a division of LabCorp. Mr. [redacted]'s invoice has not reported outside of our company. Therefore his credit has not been affected.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance, our Patient Billing Department can be reached at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Patient Billing
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response is accepted.

I am rejecting this response because: I don't understand why it would take this long to figure out my accunt and have it resolve. It shouldn't take someone to file a complaint with the Revdex.com to have someone from the company to take a patient concern more seriously. Based on the response it sounds like all of the invoices were never process as they were supppse too. Also it sounds like whoever the rep helped me was just simply not doing their job because I did asked at least three times to make sure that invoice of $40 was ran through both insurances and at least 3 different follow up calls before I gave them my payment. Additionally, each time I get my lab work done I would make sure that the intake tech would scanned and entered into the computer of both of my insurance. Therefore, I do not understand how come it doesn't get transimitted correctly to the billing department. It is an ongoing issue that no one seem to get it right. I've made complaint to at least two supervisors and they all fail to help resolve my problem. I will be filing a complaint to the Health Information Privacy for HIPAA violation and fraud. It really concerns me that someone else lab work was being charge under my account and no one seem to catch that the first time. This is a serious error on the company billing department and I hope I am not the only victim.

I am rejecting this response because:I just received another demand letter in the mail telling me to pay up or they were turning it over to a collection agency. My insurance company has paid all claims and have faxed the proof over there twice now while I was  on the phone in a 3 way conversation. I have had problems with them in the past where they did turn it over to a collection agency even though they had been paid! Their operators claim they dont have a fax machine near them. I can get my insurance company to email me the proof that they have been paid. They have done this same thing before thats why I contacted Revdex.com. I believe they do this on purpose because they were most difficult on the phone with me and my insurance company. She asked them for an email or fax number to send the proof of payment to and wanted to stay on the phone for confirmation that it was cleared but they did not have access to the fax or email but gave a fax number to fax to....really??? come on!

Laboratory Corporation of America Holdings     [redacted]      Burlington, North Carolina 27216-2240      Telephone:         [redacted]      FAX:                     [redacted]      Website: www.labcorp.com/billing     December 26, 2017                                 Revdex.com [redacted]         Greensboro, NC 27410   Patient: [redacted] Invoice: [redacted] Complaint #: [redacted]   Dear Sir/Madam:   We received correspondence from your office dated December 22, 2017 which included Ms. [redacted]’s rebuttal to our December 14, 2017 response. LabCorp takes all customer concerns seriously and we appreciate the opportunity to clarify our position in this matter.   Ms. [redacted] is correct in stating that she paid the full amount due according to the receipt she was provided at the time of service. However, her receipt also 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.”  Additional testing cannot be paid for at the time of service as it is based on the results of other tests.   Ms. [redacted] is also correct in stating that no additional tests were ordered.  Our records indicate Dr. [redacted] ordered testing which upon resulting triggered additional tests to be performed (reflexed). Initial results did not fall within set parameters, requiring additional tests in order to provide the most accurate results. LabCorp discloses the possibility of additional tests being performed and billed for prior to providing services so no further consent is required.    A supervisor reviewed calls received by LabCorp’s patient billing department from Ms. [redacted].  On multiple occasions LabCorp representatives have explained that there are tests that trigger additional testing and that this bill is a result of one of those tests.  In conclusion this is a valid bill and the amount is due from Ms. [redacted].  LabCorp agents have previously offered Ms. [redacted] the possibility of discounting the invoice or putting it on a no fee payment plan to avoid any hardship to her.  These options are still available to Ms. [redacted] if she would like to take advantage of them.    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

Initial Business Response /* (1000, 7, 2016/11/28) */
November 28, 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...

correspondence dated November 15, 2016 regarding [redacted] 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 [redacted] complaint, our records indicate we performed testing on 8/31/2016 at the request of Dr. [redacted] with [redacted]. The ordered test resulted to Dr. [redacted] on 09/01/2016. We billed the charges to [redacted] on 09/02/2016 with the information provided on the test request form. We received [redacted]'s consideration of the charges on 09/12/2016. [redacted] reduced the $72.00 charge to the contracted rate of $5.40. The $5.40 is patient responsibility and is being applied toward deductible. We mailed the first invoice to [redacted] on 9/13/2016 for the balance of $5.40. Subsequent invoices have been mailed on 10/18/2016 and 11/08/2016.
In addition to the services provided on 8/31/2016, we also performed employment testing on 09/09/2016. [redacted] has not been sent an invoice for the employment testing as the charges were billed back to the ordering client. [redacted] may contact Dr. [redacted] with questions pertaining to the test ordered on 8/31/2016 as well as [redacted] if he has questions about their consideration of the charges.
We appreciate the opportunity to assist you with [redacted] inquiry and hope the information is helpful. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. If he needs further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 9, 2016/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the explanation. But I have not see any legitimate source of the charge like the contract between I and Labcorb; showing that I accepted the ripped off price ($72) for the World cheapest and simplest test. As a reasonable consumer, I don't pay more than $2 total for an urine test, so I've never approved and will never approve $72 for an urine test.
I also don't see any corrective action in Labcorb's response; like removing collection process and informing the credit rating agents about the inaccurate bill-shady, unaccepted, unapproved, over priced.
I strongly expect and hope from Labcorb;
1) Remove collection activity and repair caused negative credit rating
2) Remove fully (due to the caused pain) or adjust the bill to reasonable level-$2.
3) Return $66.60 to [redacted].
Thanks.

March 9, 2017   Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Consumer Name – [redacted]              Invoice Number – [redacted]...

            Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated February 24, 2017 regarding the services provided to Ms. [redacted] at the request of Dr. [redacted]. We appreciate the opportunity to address Ms. [redacted]’s inquiry regarding her experience with dropping off a specimen at a LabCorp Patient Service Center. In following up on Ms. [redacted]’s statement, her comments and concerns were forwarded to our management staff for review.   Patient Service Center Supervisor, Mr. K[redacted], called Ms. [redacted] at the number provided in her complaint on March, 2, 2017. Mr. K[redacted] left a voicemail message with his direct contact phone number. Mr. K[redacted] was unable to contact Ms. [redacted] again on March 6, 2017. Ms. [redacted] is welcome to call Mr. K[redacted] to discuss her concerns and questions.   In response to Ms. [redacted]’s experience, Mr. K[redacted] reviewed the current Standard Operating Procedures with the Patient Service Technicians at the Livingston location on March 6, 2017. Patients may contact their local LabCorp Patient Service Center to verify the hours accepting drop offs are accepted.   Customer service is very important at LabCorp. We hope the information is helpful and apologize for any inconvenience Ms. [redacted] may have experienced. We trust her future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service.  If she needs further assistance, our Patient Billing Department can be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing

Initial Business Response /* (1000, 7, 2016/08/18) */
August 18, 2016
[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] concerns regarding her above complaint. LabCorp has researched this matter and we show that the instructions provided on the lab order requested LabCorp to bill Ms. [redacted] policy. Utilizing this billing information received with the specimen, LabCorp invoiced Ms. [redacted] plan. Ms. [redacted] policy was not active on the date of service and LabCorp received a denial from [redacted] stating the patient was ineligible for the service provided.
Upon receipt of the insurance denial from [redacted], LabCorp invoiced Ms. [redacted] $421.00 on 03/25/2015. On 6/6/2015 LabCorp received correspondence via email from Ms. [redacted] ordering physician requesting to bill their client account. A follow up email was received on 1/14/2016 from Ms. [redacted] ordering physician instructing LabCorp to retract the charge from their account and bill Ms. [redacted] plan. On 2/18/2016, LabCorp's Patient Customer Service received a telephone call from Ms. [redacted] in reference to the bill she was receiving. Our customer service representative advised Ms. [redacted] of [redacted]'s denial. Ms. [redacted] advised LabCorp she had active coverage from [redacted] on the date of service. She was advised to speak with [redacted] pertaining to the denial received.
During this time period, Ms. [redacted] billing cycle continued as her billing issue was not resolved. The last invoice issued to Ms. [redacted] was on 6/2/2016. Due to no response, Ms. [redacted] invoice was submitted to [redacted] Collections Agency. On 8/1/2016, LabCorp received correspondence from [redacted] at [redacted] requesting to have Ms. [redacted] invoice billed to their client account once again. Upon receipt of their request, LabCorp invoiced the client account.
At this time, Ms. [redacted] invoice reflects a zero balance and she has no responsibility. [redacted] Collections Agency was advised to update their records and cease collection activities. We apologize for any inconvenience this may have caused. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at [redacted] M-F 8am-6pm EST and a representative will be happy to assist her further.
Sincerely,
Kenneth A. C[redacted]
Patient Customer Service

Initial Business Response /* (1000, 6, 2016/05/06) */
May 05, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Numbers:

Dear Mr. [redacted]
Laboratory...

Corporation of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter.
We contacted [redacted] our technician Maria's supervisor, who spoke with Maria about the incident that occurred with Mr. [redacted]'s insurance card.
Our technician Maria says Mr. [redacted] went to get some water as an attempt to try collecting again and says she reminded him to grab his card off the counter and then proceeded to the next patient, Patient 2. Maria states she asked Patient 2 for her insurance; she made a copy and placed it on the counter for her to take it. This is where Maria says she thinks Patient 2 grabbed Mr. [redacted]' card instead of her own. Maria proceeded to put Patient 2order through the system as well as a few other patients, when all of a sudden; Mr. [redacted] discovered that he had the Patient 2 card in his wallet. Maria says he asked her where his card was as he handed back Patient 2's card to her. When Mr. [redacted] made this discovery, Patient 2 had already departed the Patient Service Center. Maria explained that she could mail the card to him, but in disagreement, Mr. [redacted] complained that he didn't want his card mailed; he just wanted his card back, then and there. Furthermore, he did not want to have to come back to the lab to pick it up.
Patient 2 called Maria back a little while later, and informed her that she was on her way back to the site to grab the right insurance card. Maria states that after hanging up with Mrs. [redacted] she asked Amy to call Mr. [redacted] back to inform him that his card was going to be there. By the end of the shift, both Mr. [redacted] and Mrs. [redacted] had their cards returned to them.
We hope the above information clarifies his concerns. If Mr. [redacted] needs further assistance, please contact our Patient Customer Service Department X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
Lisa W[redacted]
Patient Customer Service

Initial Business Response /* (1000, 6, 2016/10/04) */
October 4, 2016
[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 [redacted] concerns regarding his above complaint. LabCorp has researched this matter and we show that [redacted] had a specimen drawn on 1/22/2016 at one of our LabCorp facilities. [redacted] mentions he was notified that his policy was active on the date of service and LabCorp would accept his insurance. As courtesy to our patients, our Patient Service Center representatives may contact the patient's insurance provider to verify if their policy is active on the date of service. If eligibility is confirmed, our Lab representatives will take the insurance information for billing purposes but this does not guarantee coverage. The patient is responsible for verifying their specific policy coverage details prior to services.
LabCorp filed a claim with [redacted] insurance [redacted]. A response was received by [redacted] stating the services are not covered. LabCorp submitted a bill to [redacted] home notifying him of the balance. [redacted] contacted LabCorp's billing department and requested to speak with a supervisor. [redacted] explained he was notified his insurance would be accepted at LabCorp. The supervisor advised LabCorp accepts all patient's with insurance at our Patient Service Center. The Supervisor also advised the LabCorp representative at our Patient Service Center would not have access to the specifics of [redacted] insurance policy. Thus, they would not be able to advise if lab services are covered.
LabCorp offers a discount for payment in full over the phone with one of our representatives on qualifying invoices. LabCorp also offers an interest-free payment plan option. [redacted] must speak with a Patient Customer Service representative to receive a discount or to put an official payment plan into place.
We apologize for any inconvenience this may have caused. Should [redacted] 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 her further.
Sincerely,
Kenneth A. C[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2016/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because why do they check my insurance if they do not know if the services are covered? I asked at least twice BEFORE the technician drew my blood if the tests were covered and he responded "yes". This is fraud.
I have limited resources that I need to apply towards my living expenses and not to a greedy company.

Initial Business Response /* (1000, 5, 2016/06/17) */
June 17, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Number: XXXXXXXX

Dear Ms....

[redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. Please be advised LabCorp has been instructed to submit our claims to the [redacted] in the state the physician is licensed to practice. Our records indicate Dr. [redacted] is licensed in the state of New York Therefore, we submitted our claim to [redacted] of New York. [redacted] remitted a payment in the amount of $253.86 on 10/22/2015 and applied $284.14 toward Ms. [redacted]'s deductible. LabCorp invoiced Ms. [redacted] on 10/22/2015.
LabCorp received a call from [redacted] at [redacted] on 3/1/2016. [redacted] advised the previous clam was sent to the incorrect [redacted] of New York. [redacted] requested LabCorp refund the above payment on $253.86 and submit a new claim to [redacted] LabCorp processed a refund on 3/3/2016 and submitted a new claim [redacted] on 3/7/2016.
LabCorp invoiced Ms. [redacted] on 5/3/2016, due to no response from [redacted] Ms. [redacted] contacted LabCorp Patient Customer Service department to inquire about invoice number XXXXXXXX on 6/3/2016. Our Patient Customer Service representative advised Ms. [redacted] we would contact our [redacted] liaison to verify our claim. The liaison responded on 6/7/2016 and provided information relayed from [redacted] at [redacted] stated LabCorp was in-network and she would submit Ms. [redacted]'s claim for reprocessing. [redacted] requested a 30-day hold. A member of LabCorp's management team contacted Ms. [redacted] on 6/7/2016 to inform her with the above information. We await a response from [redacted] at this time.
We hope this information is helpful and clarifies Ms. [redacted]'s concerns. If she needs further assistance, please contact our Patient Customer Service Department at X-XXX-XXX-XXXX M-F (8am-5pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I would like to how did Labcorp submit the claim to the state where the physician (who just ordered the script) practices. The lab work was done in the state of Virginia, so it should be submitted to the state of Virginia. So that means if I take the script from a physician from Virginia to any other U.S state (even is it is out of network) Labcorp will consider it in-network? I have done atleast 50 lab work done in Virginia with the script from the same New-York physician and all were processed as in-network by Labcorp. And Labcorp has never issued any refund of the said amount ($253.86). And Labcorp has been paid twice for some of the other bills by the insurance company and Labcorp has never objected to it. And I am surprised to see that they have acknowledged talking to a someone named [redacted] from [redacted], as they flatly denied talking to anyone or give out any information when I called them on this matter. Labcorp has not submitted any claim on 3/7/16 to [redacted] even after talking to [redacted]. All the claims made by Labcorp in the response are false and clearly fraudulent to scheme out more money from the patient by threatening to send the bills to collection agency.
Final Business Response /* (4000, 21, 2016/07/26) */
July 26, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Number: XXXXXXXX

Dear Ms. [redacted]
This letter is in response to the recent correspondence for the above complaint. As stated in our previous correspondence, LabCorp has been instructed to submit our claims to the [redacted] in the state the physician is licensed to practice. Our records indicate Dr. [redacted] is licensed in the state of New York Therefore, we submitted our claim to [redacted] of New York. [redacted] of New York remitted a payment in the amount of $253.86 on 10/22/2015 and applied $284.14 toward Ms. [redacted]'s deductible. LabCorp invoiced Ms. [redacted] on 10/22/2015. LabCorp received a call from [redacted] at [redacted] of New York on 3/1/2016. [redacted] advised the previous clam was sent to the incorrect [redacted] of New York. [redacted] requested LabCorp refund the above payment on $253.86 and submit a new claim to [redacted] of New York. LabCorp processed a refund on 3/3/2016 and submitted a new claim [redacted] of New York on 3/7/2016.
LabCorp invoiced Ms. [redacted] on 5/3/2016, due to no response from [redacted] of New York. Ms. [redacted] contacted LabCorp Patient Customer Service department to inquire about invoice number XXXXXXXX on 6/3/2016. Our Patient Customer Service representative advised Ms. [redacted] we would contact our [redacted] of New York liaison to verify our claim. The liaison responded on 6/7/2016 and provided information relayed from [redacted] at [redacted] of New York. [redacted] stated LabCorp was in-network and she would submit Ms. [redacted]'s claim for reprocessing. [redacted] requested a 30-day hold. A member of LabCorp's management team contacted Ms. [redacted] on 6/7/2016 to inform her with the above information. [redacted] of New York remitted a payment in the amount of $86.44 on 6/22/2016. [redacted] Cross/[redacted] of New York stated Ms. [redacted]'s responsible amount is now $9.59. This amount was applied toward the deductible, co-pay or co-insurance. If Ms. [redacted] has questions regarding the processing of this claim or the provisions of her policy, she will need to contact [redacted] of New York directly.
Ms. [redacted] mentions in her complaint that we have submitted a claim to [redacted] of Colorado. Please be advised we have never submitted a claim to [redacted] of Colorado. We simply filed to [redacted] of New York versus the [redacted] of New York. If she needs further assistance, please contact our Patient Customer Service Department at X-XXX-XXX-XXXX M-F (8am-5pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service
Final Consumer Response /* (4200, 23, 2016/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I dont think that Labcorp even looked at the attachments I sent with the previous response or they have even read my response. Labcorp is sending similar reply each and every time. I never said that Labcorp has submitted a claim to Colorado, I just said that why Labcorp is billing me from their CO office when their headquarters is in NC. This is the sole reason why it is being processed as out of network by my insurance. Anyways Labcorp knows this very well why they are billing me from CO, just to get more money from patients whose deductible is not met and they will be paying full amount out of pocket instead of the contracted insurance rate.
At this point I dont think it is worth pursuing this further with Labcorp, as they are going to send a similar response each time which even acknowledging their wrong doings. This is a horrific lab to deal with.

Initial Business Response /* (1000, 7, 2016/05/17) */
May 16, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Complaint Number: [redacted]
Invoice Numbers: [redacted] and [redacted]

Dear Ms....

[redacted]:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. The following information was provided by the supervisor of LabCorp's Patient Service Center on [redacted] in [redacted], NJ. Ms. [redacted]'s son visited the Patient Service Center on Thursday 4/14/2016 and our Patient Service Technician entered the patient's information into our lab system without reviewing the prescription for any special requirements. The testing must be completed on Monday through Wednesday and allow a three hour window for Fed-Ex to pick up the specimen. The Patient Service Technician has been retrained.
Ms. [redacted]'s son returned to LabCorp's Patient Service Center for the redraw on 4/25/2016. The Patient Service Technician was unable to locate the form needed to collect the testing; therefore, the Patient Service Technician contacted LabCorp's Lab Customer Service Department and requested a new form be faxed to the Patient Service Center. The Lab Customer Service Department faxed the form but due to fax issues it could not be received at the Patient Service Center. At this point, a LabCorp Team Leader attempted to gather the prescription from LabCorp's online testing system. The Patient Service Technician confirmed with the Lab Customer Service Department the special requirements of the testing. The Patient Service Technician was advised again the testing must be completed on Monday through Wednesday and allow a three hour window for Fed-Ex to pick up the specimen.
On 5/2/2016 the Patient Service Center received a called from the Lab Customer Service Department advising Ms. [redacted]'s son was reschedule for the blood work at 3:00 p.m. The Patient Service Center was made aware this was the third time Ms. [redacted]'s son was attempting to have a prescription tested. In order to verify all the requirements the Patient Service Technician contacted LabCorp's Send Out Department. This department processes the shipment of specimen LabCorp utilizes other labs for completion. The Send Out Department advised once again that there must be a three hour window for Fed-Ex to pick up the specimen. Therefore, the appointment at 3:00 p.m. was too late in the day. Ms. [redacted]'s son returned on 5/3/2016, the testing was gathered and the results were sent to the referring physician.
Please be advised LabCorp has adjusted date of service 5/3/2016 to reflect a zero balance, due to all the visits Ms. [redacted] and her son faced. We hope this information is helpful and apologize for any inconvenience Ms. [redacted] and her son have experienced related to this matter. We hope this clarifies her concerns.
Respectfully,
Melinda W[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 6, 2017                                   Revdex.com [redacted]          Greensboro, NC 27410   Patient: [redacted] Complaint #: [redacted]   Dear Sir/Madam:   We have received correspondence from your office dated November 27, 2017 which consist of a complaint filed by Ms. [redacted] in reference to multiple Labcorp invoices. LabCorp takes all customer concerns seriously and we appreciate the opportunity to research Ms. [redacted]’s concerns. Please be advised that 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 ordering testing.   LabCorp does not keep an account for each patient. Individual specimens are tested, resulted and processed for payment using the information on the Test Requisition Form (TRF). The invoice issued to the patient after the primary has considered the charges has a place on the back to provide the secondary insurance information. In the future if Ms. [redacted] receives an invoice that does not indicate a claim has been sent to her secondary insurance she may provide the information using the pre-addressed envelope included with her invoice.   The TRF from Ms. [redacted]’s April 14, 2016 date of service, invoice [redacted], did not include secondary insurance information. Our records indicate that Ms. [redacted] called our Patient Billing Department on January 27, 2017 regarding her [redacted] coverage. At that time we requested a letter providing proof of [redacted] Eligibility as coverage was not able to be verified. On February 9, 2017 Ms. [redacted] contacted LabCorp via email advising of her secondary coverage. LabCorp responded to Ms. [redacted]’s email, once again requesting proof of her [redacted] coverage. LabCorp requires a letter from insurance or online verification of coverage on invoices once the time limit for filing has passed, as we have to absorb the charges in these scenarios.   In regards to Ms. [redacted]’s May 13, 2016 date of service, invoice [redacted], LabCorp received notice of coverage with [redacted] as a secondary carrier. LabCorp filed a claim to [redacted] on June 8, 2016 after receiving Ms. [redacted]’s primary insurance carrier response. On August 3, 2016 LabCorp received a denial from [redacted], leaving a patient responsibility of $20.20.    While researching the specifics of this complaint LabCorp was able to verify that Ms. [redacted] was covered by Texas [redacted] from March 1, 2016 to January 31, 2017. As a result we have adjusted invoices [redacted] and [redacted] to reflect a zero balance. We have mailed a letter to Ms. [redacted]‘s address on record advising of all invoices, both paid and outstanding.   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).   Sincerely,     Daryl H[redacted] Patient Billing

Initial Business Response /* (1000, 6, 2015/09/14) */
September 14, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Patient Name - [redacted]
Invoice Number - XXXXXXXX
Complaint Number -XXXXXXXX
Dear Mr. [redacted]
This...

letter is in response to your correspondence dated August 28, 2015. 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 researching Mr. [redacted]'s complaint, our records indicate the services were ordered by [redacted] on 6/24/2015 and 8/19/2015. The test request form for the services on 6/24/2015 listed the names of the tests but did not provide the corresponding test number. It is LabCorp's policy to verify with the ordering physician any test that is unclear or ambiguous. Jennifer D[redacted] in our lab customer service department confirmed that the tests for the services on 6/24/2015 were resulted to [redacted] and LabCorp never received a call inquiring as to the status or validity of those results.
Ms. D[redacted] also confirmed that services which were ordered by [redacted] on 8/19/2015 were never resulted as the initial specimen received was not processed in the required time constraints resulting in specimen deterioration. Therefore, there are no charges that were billed for the tests not performed from 8/19/2015.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance, our Patient Billing Department can be reached at X-XXX-XXX-XXXX.
Sincerely,
[redacted]
Patient Billing

I am rejecting this response because:
This issue is pertaining to my wife,[redacted] who is listed under my insurance plan.

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

[redacted]             Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated March 14, 2017 regarding the processing of Mrs. [redacted]’s claim for services provided October 06, 2016. In researching Mr. [redacted]’s concerns, our records indicate we submitted a claim to [redacted] on October 08, 2016. The claim was not recognized nor processed by [redacted].   In order for claims to be processed in a timely manner, the insurance carrier must be able to match the patient information submitted on the claim with the insured. Any discrepancies in patient demographic information can result in a delay or failure of the claim to be processed. On November 9, 2016, in response to the rejected claim, we verified Mrs. [redacted] is a dependent on her insurance plan. As a result, we resubmitted the claim to reflect Mr. [redacted] as the policy holder.   LabCorp is paid with bulk checks from insurance companies.  These payments are thousands of dollars, and are usually for many patients/invoices. Therefore, patients typically received their Explanation of Benefits prior to LabCorp. We received consideration of the claim and payment from [redacted] on March 4, 2017. Invoice [redacted] currently reflects a zero balance. We have mailed a zero balance letter to the address Mr. [redacted] provided in his complaint.   We appreciate the opportunity to address Mr. [redacted]’s concerns and hope this information is helpful. We would like to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance our Patient Billing department may be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Billing Tell us why here...

Dear Revdex.com of Central North CarolinaThank you for your assistance.  I have read the response from LabCorp.  I waited to respond until I had received the hardcopy letter from LabCorp through the mail and had in-hand.  The failure and apparent refusal of LabCorp to respond in any way to my certified letter of 11/01/2016 is deeply disappointing.  While I believe this strongly reflects a lack of professionalism, I do appreciate the fairness and consideration of the $4.44 Good Will Adjustment to invoice [redacted].  I will say I consider the response from LabCorp to be unsatisfactory but I will accept it. Again, thank you for your valuable assistance in this matter.  [redacted]