Laboratory Corporation of America

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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. However, Lab Corp grossed 9.64 billion with an increase of 11%. I simply don't understand why they do not have the technical ability to cross reference names. secondly, LabCorp generates volumes of account numbers for every single visit. Good luck on getting this fixed in the future.

Initial Business Response /* (1000, 6, 2016/06/22) */
June 22, 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 a preauthorization credit card program. This program allows LabCorp to collect any balance due from patients after their insurance has processed the claim for LabCorp's service and determined there is a patient responsibility. LabCorp secures credit card data and protects it within its network. LabCorp complies with payment card industry standards. This program is voluntary and its intent is to provide a service to our patients. No patient is refused service if they choose not to provide a credit card.
If LabCorp is directed by the patient's insurance plan there is a patient responsibility, it will process those charges made against the patient's credit card for services rendered up to the amount, which the patient authorized. The patient will receive a letter in the mail confirming the final amount charged. Thereafter, LabCorp will destroy the patient's credit card information after the appropriate charge is processed or after notification from your insurance company that there is no patient responsibility.
Our records indicate Ms. [redacted] signed a preauthorization form signed on 6/1/2016 which indicated she authorized LabCorp to bill her credit card, ending in "**" up to $1120.00. LabCorp submitted a claim to Ms. [redacted] insurance carrier, [redacted] in the amount of $1120.00 on 6/4/2016. [redacted] applied $136.65 toward Ms. [redacted]'s deductible. Therefore, LabCorp collected $136.65 from Ms. [redacted]'s credit card ending in "**" on 6/15/2016. However, Ms. [redacted]'s H.R.A. remitted payment in the amount of $136.65 on 6/15 as well. Therefore, LabCorp refunded Ms. [redacted]'s credit card, ending in "**", in the amount of $136.65 on 6/16/2016. Ms. [redacted] should see the return on her next statement. If she has questions regarding this return she may contact her banking institution directly.
We would like to take this opportunity to thank Ms. [redacted] for her valuable feedback. Her comments and concerns have been forwarded to our management staff for review. LabCorp takes all customer concerns seriously and all feedback will help improve the level of customer service we give our patients. We hope Ms. [redacted]'s future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service. 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 Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
[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 submitted a claim to Ms. [redacted]'s insurance carrier, [redacted] in the amount of $112.50 for date of service 2/26/2013. [redacted] applied the negotiated savings per Ms. [redacted] contract and the balance due of $82.29 as the patient's responsibility for deductible. We have included a copy of the Explanation of Benefits for Ms. [redacted] records. If Ms. [redacted] has any questions regarding the denial of payment for her laboratory services she will need to contact [redacted] directly.
We hope this clarifies Ms. [redacted] concerns. If she needs further assistance our Patient Customer Service Department can be reached at X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning,
This response is only for one claim over a 5 year timeframe. I was informed by the State Attorney General's office to begin with the Revdex.com and then go forward with their office. I have my EOBs and the bills submitted by Lab Corp.
Thank you for your response,
[redacted]
Final Business Response /* (4000, 9, 2016/01/07) */
January 7, 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]
This letter is in response to the recent correspondence for the above complaint. We have searched our records and located one invoice for Ms. [redacted], it is listed above. In order to research Ms. [redacted]'s complaint further, we request she provide the Explanation of Benefits and invoices for the entire household. She may return the information to our email [redacted]@labcorp.com or by fax to XXX-XXX-XXXX.
If Ms. [redacted] needs further assistance our Patient Customer Service Department can be reached at X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
[redacted]
Patient Customer Service

June 28, 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 LabCorp has a preauthorization credit card program.  This program allows LabCorp to collect any balance due from patients after their insurance has processed the claim for LabCorp’s service and determined there is a patient responsibility.  LabCorp secures credit card data and protects it within its network.  LabCorp complies with payment card industry standards.   If LabCorp is directed by the patient’s insurance plan there is a patient responsibility, it will process those charges made against the patient’s credit card for services rendered up to the amount, which the patient authorized.  The patient will receive a letter in the mail confirming the final amount charged.  Thereafter, LabCorp will destroy the patient’s credit card information after the appropriate charge is processed or after notification from your insurance company that there is no patient responsibility.    This program is voluntary and its intent is to provide a service to our patients.  No patient is refused service if they choose not to provide a credit card.     We have reviewed Mr. [redacted]’s invoice for date of service June 15, 2017 and found an $18.00 pre-authorized amount. We have not billed his credit card at this time. We hope this information is helpful and clarifies Ms. [redacted]’s concerns. If he has further questions, he may contact our Patient Billing Department at [redacted].    Respectfully,     Melinda W[redacted] Patient Customer Service

Initial Business Response /* (1000, 5, 2016/06/01) */
June 1, 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. Our records indicate Ms. [redacted] had lab services on 6/23/2015 at the request of [redacted] LabCorp originally submitted a claim on Ms. [redacted]'s behalf to [redacted] HMO plan, as this information was entered with the specimen. This insurance carriers plan contains a capitation agreement for laboratory services provided by LabCorp. Capitation plans do not generate payment to LabCorp for individual claims. However, on 3/8/2016, it was determined Ms. [redacted] was not a member of this type of plan and a claim was submitted to [redacted] (non-HMO). [redacted] applied $79.73 toward Ms. [redacted]'s deductible on 3/17/2016. If Ms. [redacted] has questions regarding the processing of this claim or the provisions of her policy she will need to contact [redacted] directly.
LabCorp invoiced Ms. [redacted] on 3/23/2016 and received her payment in the amount of $79.73 on 5/17/2016. As a gesture of good-faith, LabCorp has requested a refund in the amount of $79.73 today. Ms. [redacted] should receive this refund within the next 15-20 business days. If Ms. [redacted] does not receive the refund within the allotted time, we request she contact our Patient Customer Service Department.
We hope this information is helpful and apologize for any inconvenience Ms. [redacted] has experienced related to this matter. We hope this clarifies her concerns. If she needs further assistance, please contact our Patient Customer Service Department at X-XXX-XXX-XXXX M-F (8am-5pm EST).
Respectfully,
[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The response was exactly what I had hoped for. I appreciate the assistance of the Revdex.com, as well as the integrity of LabCorp. I look forward to receiving the refund as stated. Thank you again.

Initial Business Response /* (1000, 5, 2015/12/23) */
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
December 23, 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 on 09/09/2015 from Mr. [redacted]' physician. The results were forwarded to the doctor's office, and Mr. [redacted]' insurance carrier, [redacted] was billed, per the testing requisition. On 10/19/2015 LabCorp received a partial payment from [redacted] and invoiced Mr. [redacted], according to the Explanation of Benefits (EOB) also received. The balance of $80.20 was deemed "Patient Responsibility" as a portion of the testing was not considered "medically necessary" according to the carrier.
LabCorp's Patient Customer Service Department received a call from Mr. [redacted] on 11/02/2015. Mr. [redacted] advised he had previously spoken to a representative from [redacted] and was told the charges were billed incorrectly. Mr. [redacted] requested LabCorp contact his insurance company to resolve the matter. LabCorp advised Mr. [redacted] of the denial received from [redacted] and that he should follow up with his ordering physician, as this could be related to the diagnosis coding.
Please be advised LabCorp is a clinical lab, and does not diagnose patient testing. All diagnosis information is received by LabCorp from the ordering physician. Federal Law prohibits LabCorp from contacting a physician to question diagnosis information previously received. LabCorp can in no way make suggestions to a physician pertaining to diagnosis coding. However, should a doctor's office contact LabCorp and make a request for changes, LabCorp is happy to update a patient's information and resubmit charges to any carrier. For this reason, LabCorp was unable to assist Mr. [redacted] in contacting his doctor.
LabCorp received a call from [redacted] in Mr. [redacted]' doctor's office on 12/08/2015. Additional diagnostic information was provided to LabCorp. The billing cycles were restarted and Mr. [redacted]' charges were submitted back to his insurance carrier the same day. All billing has been suspended, pending their reconsideration. LabCorp will invoice Mr. [redacted] any "Patient Responsibility" if applicable, upon receipt of the response.
LabCorp would like to apologize for any inconvenience Mr. [redacted] has experienced. Should he have additional questions or concerns, he may contact our Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist him further.
Sincerely,
Toni R[redacted]
Patient Billing
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/23) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina XXXXX-XXXX

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

www.labcorp.com/billing
December 23, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC XXXXX
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 on 10/12/2015 from Ms. [redacted]'s physician. The results were forwarded to the doctor's office and Ms. [redacted]'s insurance carrier, [redacted] was billed, per the testing requisition. On 10/27/2015 LabCorp received a response from the carrier, and invoiced Ms. [redacted], according to the Explanation of Benefits (EOB) also received. The balance of $33.12 was deemed "Patient Responsibility" as applied towards her deductible.
LabCorp's Patient Customer Service Department received a call from Ms. [redacted] on 11/04/2015. Ms. [redacted] advised the charges should have been covered in full, as they were related to her checkup. LabCorp advised Ms. [redacted] of the denial received from [redacted] and that she should follow up with his ordering physician, as this could be related to the diagnosis coding.
Please be advised LabCorp is a clinical lab, and does not diagnose patient testing. All diagnosis information is received by LabCorp from the ordering physician. Federal Law prohibits LabCorp from contacting a physician to question diagnosis information previously received. LabCorp can in no way make suggestions to a physician pertaining to diagnosis coding. However, should a doctor's office contact LabCorp and make a request for changes, LabCorp is happy to update a patient's information and resubmit charges to any carrier. For this reason, LabCorp was unable to assist Ms. [redacted] in contacting her doctor.
LabCorp would like to apologize for any inconvenience Ms. [redacted] has experienced. Should she have additional questions or concerns, she may contact our Patient Billing Department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST., and a representative will be happy to assist him further. Should LabCorp receive additional diagnostic information from the physician's office, the charges will be promptly forwarded back to [redacted] for reconsideration. If no new information is received, the balance of $33.12 will continue to be Ms. [redacted]'s responsibility.
Sincerely,
Toni R[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My doctor office has called Lab Corp and gave them coding and it is not being inputted into the system correctly. Dr. [redacted] office has contacted Lab Corp about this item and it is not being taken care of / Dr. [redacted] office [redacted] - phone [redacted] /fax [redacted] Also, I talked to Dr. [redacted]'s office they have tried calling once again once I placed this claim and no one answers the phone. Please feel free to call Dr. office.
Final Business Response /* (4000, 9, 2016/01/05) */
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
January 5, 2016
[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:
All contact via telephone to LabCorp's Patient Customer Service Department is documented. All correspondence is scanned electronically and attached to the patient's invoice on the billing system. To date LabCorp has not received a request via telephone or correspondence pertaining to the diagnosis information previously provided for Ms. [redacted]'s lab work.
Please be advised, LabCorp will not be contacting the doctor pertaining to diagnosis information, as Federal Law prohibits such action. LabCorp can in no way question or make suggestions to a physician pertaining to diagnosis coding. However, should the doctor's office contact LabCorp and make a request for changes, LabCorp is happy to update the patient's information and resubmit charges to any carrier.
Should LabCorp receive additional diagnostic information from the physician's office pertaining to Ms. [redacted]'s testing, the charges will be promptly forwarded back to Health Assurance for reconsideration. If no new information is received, the balance of $33.12 will continue to be Ms. [redacted]'s responsibility.
Sincerely,
[redacted]
Patient Billing

June 1, 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 May 22, 2017 regarding the test results for services provided on March 17, 2017. LabCorp takes all customer concerns seriously. We appreciate the opportunity to address Ms. [redacted]’s inquiry. We have verified the tests ordered on March 17, 2017 were performed and resulted within the allotted timeframe.   There are several factors that can influence the time it takes for test results to be received. The method of results transmission from LabCorp to an ordering provider is designated by the physician when setting up their account with LabCorp. In addition to the method of receiving results, physicians may also provide alternate methods or additional numbers. In order for results to be sent in a manner other than noted on the physician LabCorp account, the request must be specifically noted on the order.   Many physicians have multiple accounts with LabCorp in order to meet the needs of their patients. Dr. [redacted]’s account has specimen results sent to the [redacted] system. Therefore, the results we uploaded into [redacted] on March 22, 2017 and should be viewable by both Dr. [redacted] and Ms. [redacted].      We hope this clarifies our procedure for test result transmission. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. Our [redacted] Support system may be reached at [redacted] Monday- Friday 8:00am-5:00pm for questions about results. Otherwise she may contact our Patient Billing department at [redacted] Monday-Friday if she needs further assistance with this matter.   Sincerely,   Anna T[redacted] Patient Billing

Initial Business Response /* (1000, 8, 2016/02/15) */
February 15, 2016
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC XXXXX
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 January 29, 2016 regarding services provided to the above referenced patient on 11/07/2014. In researching Mr. [redacted]'s complaint, we have verified the claim was processed by his insurance company. After speaking with [redacted] at [redacted] we confirmed the claim details which allowed LabCorp to access a copy of the Explanation of Benefits via their website.
The necessary adjustments have been made to reflect the contractual adjustment and payment made by Mr. [redacted]'s insurance company.
According to the Explanation of Benefits, Mr. [redacted]'s responsibility is a coinsurance amount of $5.34. We are mailing a revised invoice to Mr. [redacted] with the corrected amount. He may disregard any notices he has received prior to this correspondence. Please be advised that the invoice had not reported outside of LabCorp and that his credit has not been affected.
We hope this information is helpful and 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 Monday- Friday (8am-5pm).
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (2000, 10, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a satisfactory response. Thank you very much.

Initial Business Response /* (1000, 5, 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 Number: XXXXXXXXXXXX

Dear Mr....

[redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. Please be advised when a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide billing information, including the diagnosis. The referring physician's office completes this form. Our records indicate the original order included a [redacted] identification number of [redacted] We have researched and found per Mr. [redacted]'s date of service, with LabCorp, 2/7/2014 the number should have been entered as [redacted].
LabCorp has processed an adjustment to reduce the balance due on invoice number XXXXXXXXXXXX to zero. We have notified Credit Collection Services to remove the balance from their records. We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. We hope this clarifies his concerns. If he needs further assistance, please contact our Patient Customer Service Department at X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
[redacted]
Patient Customer Service

Initial Business Response /* (1000, 6, 2016/04/19) */
April 19, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Patient Name: [redacted]
Complaint Number: XXXXXXXX
Invoice Number: ...

XXXXXXXX

Dear Mr. [redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mr. [redacted]'s concerns regarding his above complaint. Please be advised LabCorp 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 your insurance company. Our records indicate we received the payment, from [redacted] and [redacted] in the amount of $10.68 on 4/13/2016 and invoice number XXXXXXXX now reflects a zero balance.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. 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,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 8, 2016/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

May 17, 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. Our records indicate LabCorp submitted a claim to [redacted], in the amount of $256.50 on June 17, 2016. On June 23, 2016 [redacted] denied the services stating: invalid eligibility – patient is inactive.  LabCorp researched and located Mr. [redacted]’s [redacted] information and submitted a claim on July 1, 2016.  On July 19, 2016 [redacted] remitted a payment in the amount of $125.68 and denied $53.86 stating: deductible. LabCorp understands Mr. [redacted] may have had two [redacted] identification numbers. Therefore, on July 28, 2017, LabCorp submitted a second claim to [redacted] in the amount $53.86. On September 27, 2017 [redacted] remitted a second payment in the amount of $125.68.  This caused a credit balance on invoice number [redacted].  If Mr. [redacted] has any question regarding the processing of this claim or the provisions of his policy, he will need to contact the insurance carrier directly. On April 24, 2017 LabCorp’s credit balance department refunded [redacted] the overpayment in the amount of $125.68 and billed Mr. [redacted] his responsible amount of $53.86.  Mr. [redacted] remitted his payment on May 2, 2017 and the invoice reflects a zero balance.  We hope this clarifies Mr. [redacted]’s 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, 6, 2016/05/10) */
May 10, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Patient Name - [redacted]
Complaint Number -XXXXXXXX
Invoice Number- XXXXXXXX
Dear Mr....

[redacted]
This letter is in response to your correspondence dated April 23, 2016 regarding Mr. [redacted]'s complaint about his experience at our Casselberry patient service center. Please be advised that prior to services being provided, our system will notify the patient service technician of any outstanding balances for patients with the name and date of birth that matching the patient requesting services. If the patient states the outstanding balance is not for services they received, the patient service technician should exhaust all efforts in verifying the balance is for a different patient. Unfortunately, there is no way to prevent the balances from showing each time a person with the same name and date of birth is requesting services.
We have verified that Mr. [redacted] is not the patient for the services provided on 12/20/2013. Therefore, we have requested a refund be issued to Mr. [redacted] in the amount of $35.00. Mr. [redacted]'s refund will be issued in the same form as his payment. If payment was received in the form of a check, then a refund check will be issued. If a credit card was used to pay the invoice, a credit will be issued back to that credit card account.
We would like to thank Mr. [redacted] for his valuable feedback. His comments and concerns have been forwarded to our management staff for review. A member of our management staff should be in touch with Mr. [redacted] to discuss his experience and the details of his complaint further. We apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. However, I would like to wait until I receive a copy of the signed document.  Thank You .

Initial Business Response /* (1000, 6, 2016/06/21) */
June 21, 2016
[redacted] Hall
Revdex.com of NC
[redacted]
Greensboro, NC 27410

Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Patient Name: [redacted]
Complaint No.: ...

XXXXXXXX
Dear Ms. [redacted]
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Ms. [redacted]'s concerns regarding her above complaint. LabCorp has researched this matter and we show that on 3/3/16, invoice XXXXXXXX for date of service 1/12/16 reflected a balance of $72.78. Ms. [redacted] contacted LabCorp on 3/10/16 requesting a payment plan for her balance. The payment plan was originally set up on 3/10/16 was cancelled.
Ms. [redacted] contacted LabCorp on 4/6/2016 and requested to be set up on a payment plan for her balance of $48.52. An initial payment was made by Ms. [redacted] on 4/6/2016 for $24.26. Ms. [redacted] authorized LabCorp to withdraw the funds automatically on 4/6/16 and 5/6/16 in the amount of $24.26 each. LabCorp's records show that Ms. [redacted] called and made two additional payments on our automated phone system on 4/12/16 and 5/11/16. This created the issue of the overpayment of $48.52.
LabCorp's records reflect a refund of $48.52, which was processed on 6/16/2016, to Ms. [redacted]'s card that was provided. Invoice XXXXXXXX for date of service 1/12/16 reflects a zero balance at this time.
We apologize for any inconvenience this may have caused. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at X-XXX-XXX-XXXX 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, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a complete lie. I did not call in to make payments at all. Payments were taken out of my checking on 3-11-16 , 4-9-16, 4-11-16,5-9-16,5-11-16 and I have the proof from my bank statements not unless you are going to try and say that the bank made a mistake and falsified documents? Send me proof that I called in and made payments? You can't because it doe not exist. This does not explain why I was doubled billed. I was sent a bill stating before the bill was due that I had not made any payments on my account. Total lie! The payment was taken out of my account on 3-11-16 Explain why the letter was mailed to me in the first place and why the payments were taken out of my account. You can't you billing department has no record which proves my point your'e biling departart is a complete miss. Any intellagent person can see Lab Corp is grabing at straws they do not have.
Final Business Response /* (4000, 10, 2016/06/30) */
June 30, 2016
[redacted] Hall
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX
Complaint No.: XXXXXXXX
Dear Mrs. [redacted]
This letter is in response to the above complaint. Our records indicate the following:
LabCorp's records show that on 3/3/16, invoice XXXXXXXX for date of service 1/12/16 reflected a balance of $72.78. All calls are logged in LabCorp's system reflecting a time and a date when a patient calls to resolve a billing issue. Ms. [redacted] contacted LabCorp on 3/10/16 requesting a payment plan for her balance. An initial payment of $24.26 was received on 3/11/2016. The payment plan originally set up on 3/10/16 was cancelled.
Ms. [redacted] contacted LabCorp again on 4/6/2016 and requested to be set up on a payment plan for her remaining balance of $48.52. An initial payment was made by Ms. [redacted] on 4/6/2016 for $24.26. Ms. [redacted] authorized LabCorp to postdate the remaining payment of $24.26 for 5/6/16. LabCorp's records show that Ms. [redacted] called and made two additional payments on our automated phone system on 4/12/16 and 5/11/16. This created the issue of the overpayment of $48.52.
LabCorp's records reflect a refund of $48.52 was processed on 6/16/2016. The refund was issued to the card Ms. [redacted] provided for payment. Invoice XXXXXXXX for date of service 1/12/16 reflects a zero balance at this time. LabCorp's system does not show any further payments made after 5/11/2016. The above should satisfy Ms. [redacted]'s request for resolution.
We apologize for any inconvenience or confusion this may have caused. Should Ms. [redacted] have additional questions she may contact our Patient Billing Representatives at X-XXX-XXX-XXXX M-F 8am-6pm EST and a representative will be happy to assist her further.
Sincerely,
Kenneth A. C[redacted]
Patient Customer Service

December 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]' concerns regarding his complaint. Please be advised LabCorp submitted a claim to Mr. [redacted]' insurance carrier, [redacted]/[redacted], in the amount of $280.40 on 12/24/2015. On 1/12/2016 [redacted]/[redacted] denied $226.25 of the charges stating: non-covered charges. On 8/18/2016 Mary I. the receptionist at [redacted] provided new diagnosis information. LabCorp submitted a corrected claim to [redacted]/[redacted]. After receiving no new response LabCorp invoiced Mr. [redacted] on 10/28/2016.
On 12/13/2016 while researching Mr. [redacted]' complaint a LabCorp insurance representative contacted [redacted]/[redacted] and spoke with Ron. Ron was able to locate LabCorp's corrected claim/appeal received on 8/30/2016, but could not provide a reason for their delay in reprocessing. Ron requested a 30-day hold on invoice number [redacted] as [redacted]/[redacted] reviews the information. He provided a reference number for the call of [redacted]. We await a new response from [redacted]/[redacted]. LabCorp will invoice Mr. [redacted] if [redacted]/[redacted] determines he has any patient responsibility for this claim.
We hope this information is helpful and clarifies Mr. [redacted]' concerns. 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, please contact our Patient Customer Service Department [redacted] M-F (8am-6pm EST).
Respectfully,
Melinda W[redacted]
Patient Customer Service

Initial Business Response /* (1000, 7, 2016/03/16) */
March 16, 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 Mr. [redacted]'s concerns regarding his above complaint. We would like to thank Mr. [redacted] for the explanation of benefits he provided which indicates his insurance carrier, [redacted] remitted a payment in the amount of $16.79 on 2/17/2016. We have searched our records and were unable to locate the payment. Please be advised it can take up to 30-45 days for an insurance payment to post to an invoice. Therefore, we have placed invoice number XXXXXXXX on a 30-day hold to allow us additional time to research this matter. Once the payment is located we will apply it accordingly. We will mail a zero balance letter to Mr. [redacted] once this action has occurred.
We would like to take this opportunity to apologize for any inconvenience Mr. [redacted] has experienced related to this matter. 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,
Melinda W[redacted]
Patient Customer Service

March 6, 2017   Revdex.com of NC 529 College Road, Suite G 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 27, 2017 regarding Mr. [redacted]’s complaint in reference to the services provided on August 18, 2014. We appreciate the opportunity to address Mr. [redacted]’s concerns and would like to apologize for any inconvenience he has experienced. Our records indicate we received notification from [redacted] Collection Agency on November 11, 2016 that a payment of $222.40 had been made on the $278.00 balance for invoice [redacted]. The corresponding adjustment was not processed to reflect the invoice as settled in full, therefore reflecting a remaining balance of $55.60.      It is LabCorp policy to deny the request for additional services until all outstanding, past-due accounts are paid in full. In order for Mr. [redacted] to receive services on 01/11/2017, he made payment for the $55.60 balance that was reflected as outstanding. We have verified with [redacted] that balance was settled if full with the negotiated payment of $222.40. We have requested a refund be issued to Mr. [redacted] in the amount of $55.60. If a credit card was used to pay the invoice, a credit will be issued back to that credit card account. Please allow 15 days for this request to be processed and completed.     We hope this information is helpful and clarifies Mr. [redacted]’s concerns. Should there be any additional questions or if we may be of further assistance with this matter, please contact our Patient Billing department at [redacted].   Sincerely, Anna T[redacted] Patient Billing Tell us why here...

I am rejecting this response because:
I am grateful to the Revdex.com for its assistance in this matter. However, I do not accept LabCorp's response and will continue to dispute these charges. A generic disclosure in fine print at the bottom of every receipt does not constitute informed consent. At no time did staff at LabCorp's local office bring this statement to my attention. Even if they had, it only says my physician may have requested tests that would trigger additional testing, not that such tests actually have been requested. So, how would the average person know such a catch-all statement applies specifically to them? Furthermore, no indication is given in the statement as to which of the tests ordered is/are the one(s) that could trigger additional testing, what those additional tests might be, or how much they could cost. Frankly, I find no difference between this situation and a scenario involving an unscrupulous auto mechanic who over-bills his customer for work not included in his original estimate. I and other LabCorp patients like me should be afforded the same consumer protections as that mechanic's unfortunate victim.