Laboratory Corporation of America

August 21, 2017     Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Patient Name – [redacted]              Invoice Number – [redacted],...

[redacted] and [redacted]              Complaint Number -[redacted]   Dear Sir/Madam:   This letter is in response to your correspondence dated August 13, 2017 regarding the services provided to Mrs. [redacted]. Laboratory Corporation of America (“LabCorp”) appreciates the opportunity to address Mrs. [redacted]’s concerns about the filing of her primary and secondary insurance. LabCorp, as a company, does not keep patient files. When a specimen is forwarded to LabCorp for testing, it is accompanied by a test request form which includes the billing information.   We have reviewed all of Mrs. [redacted]’s invoices on our billing system to ensure claims are filed to both primary and secondary insurance carriers in their respective order. Invoice [redacted] is pending response from the primary insurance carrier, [redacted]. Once we received consideration of the claim from [redacted], any remaining balance will be filed to [redacted] as secondary. Invoices [redacted], and [redacted] have been processed by [redacted] and are pending response from [redacted].   Invoice [redacted] was processed by [redacted] leaving a coinsurance amount of $40.71 as patient responsibility. Our records indicate Ms. [redacted] paid the balance prior to the claim being submitted to [redacted]. Therefore, we have requested a refund be issued to Mrs. [redacted] in the amount of $40.71. If a credit card was used to pay the invoice, a credit will be issued back to that credit card account. We ask the Mrs. [redacted] allow 15 days for this request to be processed and completed.   The billing system does not automatically bill all secondary insurance carriers. LabCorp is currently working to properly file insurance claims with contracted secondary carriers. Mrs. [redacted]’s comments and concerns have been forwarded to the team to review system upgrades needed for correct processing in the future.   We hope that this information is helpful and we apologize for any inconvenience this may have caused. Should Mrs. [redacted] have additional questions she may contact our Patient Billing Representatives at [redacted] Monday-Friday and a representative will be happy to assist her further.      Sincerely,   Anna T[redacted] Patient Billing

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

Dear Mr....

Henson:
Laboratory Corporation of America ("LabCorp") appreciates the opportunity to address Mrs. [redacted]'s concerns regarding his above complaint. We would like to take this opportunity to apologize for any inconvenience Mrs. [redacted] has experienced related to this matter.
LabCorp performed testing at the request of Mrs. [redacted]'s physician, [redacted] with [redacted] on 11/14/2015. LabCorp processed the request and reported the results.
LabCorp filed the charges to Mrs. [redacted]'s [redacted] on 11/06/2015. LabCorp received [redacted]'s Explanation of Benefits on 11/19/2015, advising the patient could not be identified as being insured with them. Mrs. [redacted] contacted LabCorp on 11/20/2015 requesting LabCorp to resubmit claim to [redacted]. We received the same denial advising the patient could not be identified as being insured with [redacted]. On 01/29/2016 LabCorp received a call from a representative with [redacted], who also requested the claim to be resubmitted using the same insurance information. Multiple denials were received from the [redacted] advising the patient could not be identified as being covered with [redacted]. Per the Explanation of Benefits from [redacted] the patient is responsible for the balance of $973.00. If Mrs. [redacted] has any questions regarding the denial of payment for her laboratory services, by her insurance company, she will need to contact them directly.
We hope the above information clarifies his concerns. If Mrs. [redacted] needs further assistance, please contact our Patient Customer Service Department X-XXX-XXX-XXXX M-F (8am-6pm EST).
Respectfully,
[redacted]
Patient Customer Service

Laboratory Corporation of America Holdings [redacted] Burlington, North Carolina 27216-1558 Telephone: [redacted] FAX: [redacted]   Website: www.labcorp.com/billing January 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 December 29, 2017 regarding Mr. [redacted]’s complaint in reference to the invoice he received for the services provided on April 7, 2017. We appreciate the opportunity to review Mr. [redacted]’s concerns as LabCorp takes all customer inquiries seriously.     LabCorp’s estimated financial responsibility form provides an estimate of the patient’s responsibility based on information available to us on the day of service. This estimate is seldom 100% accurate.  The estimate is provided as a tool to help patients make an informed decision prior to having tests performed.  It serves as a disclosure of potential scenarios that are possible with all testing.  This form advises patients of various reasons insurance could deny payment, it discloses the possibility of the physician requesting additional testing, and it states that additional testing may be performed based on results.   The estimated financial responsibility document signed by Mr. [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.” We have attached a copy of Mr. [redacted]’s signed authorization to our response. Mr. [redacted] has the option to appeal his insurance’s processing of the claim by contacting his insurance carrier at the telephone number on his card.   LabCorp billed Mr. [redacted]’s insurance carrier, [redacted], on April 10, 2017. On April 20, 2017 LabCorp received [redacted]’s payment along with an explanation of benefits. Mr. [redacted]’s insurance plan left a patient responsibility of $232.26 applied toward his deductible, coinsurance, and non-covered charges. 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.    Notes in our billing system indicate a conversation with Mr. [redacted] took place on August 17, 2017.  At this time Mr. [redacted] was advised that he should contact his insurance carrier for a more detailed explanation of their response and also advised that he could pay this bill through a payment plan.    LabCorp has spoken with Mr. [redacted] and come to a mutually beneficial agreement. The balance due on invoice [redacted] has been paid in full. We hope this information is helpful and clarifies Mr. [redacted]’s concerns. Should additional assistance be needed regarding this matter, our Patient Billing department may be reached at [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.Yes, I was able to re establish credit & was confused by the billing statement since it was sent for December. The phone call with the Lab Corp rep helped me understand it clearer & I appreciate it.

June 19, 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. We would like to thank Mr. [redacted] for bringing this matter to our attention. We have also been advised by [redacted] at Dr. [redacted]’ office one of the tests was entered in incorrectly by our phlebotomist. We are in the process of removing this test from Mr. [redacted]’s invoice. The management of the Patient Service Center Mr. [redacted] visited has been notified.   Please note that all lab results are forwarded directly to the ordering physician, and may be obtained from their office.  Mr. [redacted] may also contact our Customer Service Department at [redacted] to request the results directly from LabCorp.  LabCorp also offers online result system. This system is maintained by Beacon Customer Service Department and can be reached at [redacted].  Mr. [redacted] may contact this number for assistance with his account.   We hope this information clarifies Mr. [redacted]’s concerns.  If he needs further assistance, he may contact our Beacon Customer Service Department [redacted].   Respectfully,     Melinda W[redacted] Patient Customer Service

I am rejecting this response because:While I understand that estimates are never 100% accurate the form they provided me was misleading to the point of verging on fraud and gross negligence.  I have attached both a blank copy of my original estimate plus a marked up copy of the estimate they provided me.  The original estimate provided to me was an estimate of $33.40.  They have already collected from me $71.04 which is 212% greater than their estimate, and they want me to pay $390 which is 1167% times greater than what their original estimate was.  If any other business had treated their clients in this fashion they would have been sued or no longer in business, unfortunately I am required to use this lab by my insurance carrier.  If you are going to provide your clients an estimate of charges it should at least be reasonably similar to the final bill.  This is not only similar, it's misleading to the point that it caused me to agree to services I never would have if the estimate had been even close to the final bill.  The form they provided me also has sections (I've highlighted) that show both covered and non-covered services.  This form (their form) indicates all of my services as covered.  In speaking with my insurance company ([redacted]), they have no idea as to why they would represent that this service would be covered as it is clearly a non-covered service based on the billing code that LabCorp initially provided to the insurance company.The Labcorp estimate is misleading and grossly negligent in this case and I would ask them to make a reasonable offer of settlement.[redacted]
[redacted]

Initial Business Response /* (1000, 5, 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]' concerns regarding his above complaint. Mr. [redacted] states that LabCorp was submitting invoices to his home which did not correspond to him or anyone in his household. 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.
Mr. [redacted] states he has made numerous attempts to address this issue with LabCorp's billing representatives. Our records indicate our Patient Customer Service department received the first call pertaining to the invoice issue on 5/25/2016. On 6/2/2016, correspondence was sent to the ordering physician's office in regards to the patient address correction. LabCorp does not have record of any response from the ordering physician's office. As a result, Mr. [redacted] received a follow up invoice on 6/29/2016. LabCorp received an email from Mr. [redacted] on 7/6/2016. He stated he was still receiving invoices that do not pertain to his household. On 7/6/2016, one of LabCorp's representatives contacted the ordering doctor's office and spoke with [redacted], the office manager at Dr. [redacted] office. Nicole G. provided the corrected patient demographics and LabCorp's records were updated. On 7/6/2016, an email response was sent to Mr. [redacted] notifying him that the patient demographics have been corrected and that he will not continue to receive invoices from LabCorp.
We hope this information is helpful and apologize for any inconvenience Mr. [redacted] has experienced related to this matter. If he needs further assistance, please contact our Patient Customer Service Department at [redacted] M-F (8am-5pm EST).
Respectfully,
Kenneth A. C[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received an email from Labcorp that they have corrected the information. However, their response omitted the notes I put on the original bills when I marked them "Return to sender". They also did not note the 2 phones calls that were made on 6-9-16 in their response. Further, I find it peculiar that the cause of this error as they imply is a doctor's office that I have no affiliation with, instead of an error at Labcorp when the doctor's requisition was received or subsequently processed.

March 28, 2017     Revdex.com of NC [redacted] Greensboro, NC 27410     Re:       Consumer Name—[redacted]              Case Number--[redacted]   Dear Sir/Madam:...

  This letter is in response to your correspondence dated March 24, 2017 regarding Ms. [redacted]’s experience when being seen at a LabCorp Patient Service Center. Customer service is very important at LabCorp and we appreciate the opportunity to assist you with Ms. [redacted]’s inquiry. Please know that her comments and concerns have been forwarded to our management staff for review.   In response to Ms. [redacted]’s concern, LabCorp welcomes walk-in patients as well patients with appointments. While appointments are not required, patients who have scheduled appointments will be seen at their scheduled time and possibly before walk-in patients. Patients may schedule appointments online at www.labcorp.com. Our Patient Billing department may also be reached at [redacted] to assist patients with any questions and/or schedule an appointment. When calling our Patient Billing department, patients should be prepared to provide all necessary demographic and insurance information to the representative. Once the appointment is scheduled at the patients’ location of choice, they will be given a confirmation number and the option of confirmation by email. Patients should arrive for their scheduled appointment with all applicable identification, insurance cards and payment methods.    LabCorp takes all customer concerns seriously and we hope this information is helpful. We would like to thank Ms. [redacted] for her valuable feedback and apologize for any inconvenience she may have experienced.  We appreciate her business.   Sincerely, Anna T[redacted] Patient Billing Tell us why here...

I am rejecting this response because:
A 5% discount was offered which is laughable. The $31 billed charge is 300% of usual and customary for the charge. I will not pay in excess of UCR and enable outright fraud. If Labcorp does not reduce the charge to UCR appropriately I will file a complaint with the attorney general for fraud and will sue labcorp if any collections are pursued.  I will sue for any loss of wages to attend any hearings and seek punitive damages for fraudulent billing practices.

May 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 April 24, 2017 regarding Mr. [redacted]’s complaint in reference to services provided on October 24, 2016. We would like to thank Mr. [redacted] for bringing this matter to our attention and apologize for any inconvenience he has experienced. LabCorp takes all customer concerns seriously and appreciate the opportunity to address his concerns.   In researching Mr. [redacted]’s inquiry, our records indicate we received proof of the HSA payment in the amount of $36.29 dated November 14, 2016. As a result of Mr. [redacted]’s call to our Patient Billing department on February 20, 2017, we requested an adjustment to apply the HSA payment. The HSA payment has now been applied and invoice [redacted] has a zero balance. A zero balance letter has been mailed to the address provided in the complaint.   We hope this information is helpful and resolves Mr. [redacted]’s concerns. We hope Mr. [redacted]’s future experiences with LabCorp reflect our continuing efforts to provide excellent customer service. We appreciate his business and should additional assistance be need regarding this matter; our Patient Billing department may be reached at [redacted].   Sincerely,   Anna T[redacted] Patient Customer Service Tell us why here...

I am rejecting this response because:
Unfortunately, LabCorp seems unwilling to back their stated desire to "serve the customer" in the 7 months of pursuing this claim. It has been determined that LabCorp used several incomplete CPT codes I have spoken with my insurance provider who corroborated that fact.LabCorp continues to ignore their culpability in this issue, to the detriment of their reputation, their message, and their moral responsibility as an entity consisting of fellow human beings. In spite of absolute disengagement on the part of LabCorp, I determined the cause of the issue, and the solution. It has been presented to LabCorp on numerous occasions, however they continue to be unwilling to take accountability for their mistakes.Labcorp must alter their CPT coding as those they used are for routine procedures, not for these procedures as relates to an antenatal encounter. It is very simple.

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 April 30, 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 16, 2018. Laboratory Corporation of America (“LabCorp”) takes all customer concerns seriously and we appreciate the opportunity to research Ms. [redacted]’s concerns.   Our records indicate that Ms. [redacted] was seen at our Patient Service Center on November 20, 2017. In consideration of the cost of the services our Patient Service Technician accepted a partial payment of $110.00 toward the full cost of $1254.00 for these services. Ms. [redacted] was provided a receipt which includes a balance due of $1,144.00 (please see attached). Please be advised a portion of Ms. [redacted]’s tests could not be performed. As such, an adjustment of $204.49 was processed leaving a remaining balance of $939.51. Our company offers a discount for payment in full over the phone with one of our representatives, on qualifying invoices.  We also offer an interest-free payment plan option. Please note Ms. [redacted] must speak with a patient billing representative to receive a discount or to put an official payment plan into place (which places her invoice/billing on hold)    We take all customer concerns seriously and we appreciate Ms. [redacted]’s business. Should additional assistance be need regarding this matter, our Patient Billing department may be reached at [redacted].   Sincerely,     Daryl H[redacted] Patient Customer Service

Initial Business Response /* (1000, 5, 2015/07/21) */
Laboratory Corporation of America Holdings
PO Box 2240
Burlington, North Carolina XXXXX-XXXX

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

www.labcorp.com/billing
July 21, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted]
Invoice Number: XXXXXXXX & XXXXXXXX
Complaint No.: XXXXXXXX
Dear Mr. [redacted]
This letter is in response to the above complaint. LabCorp would like to advise the Revdex.com of its policy for filing testing fees to Private Insurance Carriers, Medicare or Medicaid. When a patient's physician sends a specimen to LabCorp for testing, he/she instructs LabCorp as to how the billing for testing should be processed. The testing requisition (TRF) included with the specimen submitted should include any third party payor information, if applicable.
Upon receipt of the specimen and TRF, LabCorp files the charges to the Private Insurance Carrier, Medicare or Medicaid as indicated. This occurs prior to LabCorp invoicing the patient. If no third party information is received from the doctor's office with the specimen, the invoice charges are immediately billed to the doctor or patient, also per the physician's instruction.
LabCorp received two specimens for testing for Ms. [redacted]. One specimen was received on 03/13/2015, and the other on 03/17/2015. Both specimens were received from Ms. [redacted]'s doctor, [redacted] Neither testing requisition, however, advised LabCorp of private insurance information. Both specimens were submitted to LabCorp marked "Patient Billing". (Copies of these testing requisitions received have been forwarded to Mr. [redacted] under separate cover, via email)
LabCorp received a telephone call from [redacted], a representative of Dr. [redacted]'s office, on 03/26/2015. The LabCorp billing representative updated both of Ms. [redacted]'s invoices on the billing system to reflect her private insurance, and the charges were filed to the carrier the same day. All patient billing was suspended, pending a response from the carrier. No response was received.
LabCorp submitted the charges to Ms. [redacted]'s insurance carrier a second time on 06/22/2015. To date, no response has been received from the insurance company. All billing is still on hold. LabCorp will invoice Ms. [redacted] any patient responsibility, upon receipt of an Explanation of Benefits from her insurance.
We would like to take this opportunity to apologize for Ms. [redacted]'s inconvenience. Should she have additional questions, she may contact our Patient Billing department at X-XXX-XXX-XXXX Monday - Friday 8am-6pm EST, and one of our agents will be happy to assist her further.
Sincerely
[redacted]
Patient Billing

Initial Business Response /* (1000, 6, 2016/11/29) */
November 29, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410

Re: Consumer Name: [redacted]
Invoice Number: N/A
Patient Name: [redacted]
Complaint...

No.: [redacted]
Dear Ms. [redacted]:
This letter is in response to the above complaint. In order for LabCorp to research this complaint we will need the following minimal information:
Patient's Name:
Date of Birth:
Invoice Number:
Address:
Upon receipt of this information LabCorp will be happy to research this matter further, and report back to the Revdex.com its findings.
Sincerely,
Kenneth A. C[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2016/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except their response!! They have no record of me calling because of their ridiculous wait time as stated originally. If they want an invoice number, it was on the two invoices that I sent with my two payments ( of 3) where it was handwritten the problems I was having. If they cared how I was being treated that would have been the time to respond properly to me.
[redacted]
Acc#[redacted]
BD: [redacted]
Final Business Response /* (4000, 12, 2016/12/13) */
December 13, 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 would like to apologize for any inconvenience [redacted] have experienced while trying to contact our 800 number. Our Patient
Customer Service Representatives strive to provide a great customer experience to our patients. They work diligently to answer as many calls as possible in a timely manner in order to resolve patient's questions and concerns.
LabCorp will always assist a patient if a payment plan is requested. We offer interest free payment plan options to all of our patients. Please be advised that a patient must speak with a LabCorp representative in order to initiate the payment plan. The best time to contact our Patient Customer Service department is on Wednesdays and Thursdays. LabCorp's call volume is not as high during business hours on those days. On any day, LabCorp appreciates Ms. [redacted] patience while waiting to speak with a Customer Service Representative.
Our records show the invoice is at a $0.00 balance. We apologize for any inconvenience this may have caused. Should [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

I am rejecting this response because:
 iInsurance declined due your codes for diagnosis were incorrect. My husband is a diabetic and these tests have been performed and paid before. If your codes are correct, this bill should have been paid and we ARE tired of this. Now I have another bill for my daughter also due to erroneous diagnosis codes provided by your lab, due to YOUR ERROR!

Initial Business Response /* (1000, 7, 2016/12/20) */
December 20, 2016
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 December 7, 2016 regarding Ms. [redacted]'s complaint in reference to the services provided on 11/08/2016. LabCorp is a laboratory that performs testing only at the request of a licensed physician or other person authorized to use the findings of laboratory examinations. When a specimen is forwarded to LabCorp for testing, it is accompanied by a requisition form which includes a space to provide the specific test(s) requested as well as billing and demographic information. The referring physician's office completes this form.
In researching Ms. [redacted]'s concerns, we have verified the billing is correct. Our records indicate Dr. M[redacted] ordered testing which upon resulting may trigger additional tests to be performed (reflexed). In order to provide the most accurate results, should initial results not fall within set parameters the specimen may require a LabCorp physician to review and confirm the initial result. Dr. M[redacted] should be aware of this process as the test ordered indicates the possibility of reflex testing.
Our patient billing department received a call from [redacted], financial supervisor at [redacted] OBGYN on 12/7/2016 regarding Ms. [redacted]'s balance. The test ordered, reflex testing and balance were confirmed and verified with no discrepancies or concerns. Ms. [redacted] stated she would advise Ms. [redacted] accordingly. Ms. [redacted] may contact Dr. [redacted]'s office for additional questions pertaining to the test(s) performed.
We hope this information is helpful and clarifies LabCorp's policy. We would like to take this opportunity to apologize for any inconvenience Ms. [redacted] has experienced related to this matter and appreciate the opportunity to address her questions. If she needs further assistance, our Patient Billing Department can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing
Initial Consumer Rebuttal /* (3000, 9, 2016/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why never mention why my call be kicked like soccer by few your employees and then put on silence for more than 1 hour?
If this is the fact for the Lab work why don't tell me from the first call with professional knowledge and ethics? Why gave me different answers and steal so much my time? You earn the no transparency evil money! Among entire our life, you as part of creepy medical system has 0 transparency from the work, the price and make evil money by make others die!
You know the payment is correct but maybe that is fause positive test and I paid evil you. Did you pay my phone and my time which wasted by your employees? Your employees arrorgant and no ethics and moral work made me sick. Will you work for free and get free phone service?

Initial Business Response /* (1000, 5, 2016/05/18) */
May 18, 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 Mr. [redacted]'s concerns regarding his above complaint. Please be advised LabCorp only performs testing at the request of a referring physician. When certain testing is ordered for a patient covered by [redacted] an Advance Beneficiary Notice (ABN) is automatically generated. By signing the ABN, Mr. [redacted] acknowledged he was informed that [redacted] was likely to deny these charges as non-covered, and he would accept full financial responsibility in this event. We have mailed a copy of the Advance Beneficiary Notice (ABN) to Mr. [redacted] for his records.
LabCorp submitted a claim to [redacted], however, the claim was denied as non-covered. If Mr. [redacted] has questions regarding the processing of this claim or the provisions of his policy, he will need to contact [redacted] directly. Our records indicate we have submitted a claim to Mr. [redacted]'s supplemental insurance carrier on two occasions and have received no payment.
LabCorp offers discounts and payment plans to assist our patients. Mr. [redacted] may contact our Patient Customer Service Department at X-XXX-XXX-XXXX M-F (8am-5pm EST) and a representative will be glad to assist him with his options.
Respectfully,
Melinda W[redacted]
Patient Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was assured that I would not be charged by the lady at the desk. This was before I had any tests. I accepted her word. Obviously a mistake. Are they not going to stand by their employee's word? I have used LabCorp for six years, about four to five times a year. LabCorp has made thousands of dollars from me. There is always [redacted].
Final Business Response /* (4000, 9, 2016/06/02) */
June 2, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC XXXXX
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. Our records indicate [redacted] at [redacted] contacted LabCorp's Patient Customer Service department and provided new diagnosis codes on 5/19/2016. LabCorp has submitted a new claim to [redacted] and we await their response. Upon receipt of [redacted]'s response if there is any patient responsibility the balance will be due.
As stated in our previous correspondence when certain testing is ordered for a patient covered by [redacted] an Advance Beneficiary Notice (ABN) is automatically generated. This is an industry standard utilized by all labs in order to inform [redacted] patients.
We hope this information is helpful. If Mr. [redacted] needs further assistance, our Patient Customer Service department can be reached at X-XXX-XXX-XXXX.
Respectfully,
[redacted]
Patient Customer Service

Initial Business Response /* (1000, 5, 2015/12/21) */
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 21, 2015
[redacted]
Revdex.com of NC
3608 W. Friendly Ave.
Greensboro, NC 27410
Re: Consumer Name: [redacted] (Drs. [redacted] & [redacted]
Invoice Number: N/A
Complaint No.: XXXXXXXX
Dear Mr. [redacted]
This letter is in response to the above complaint. Our records indicate the following:
A LabCorp supervisor recently visited the physician's location and established a plan for timely pick up of specimens being submitted for testing. Contact information was provided to the clients, should there be any additional concerns pertaining to this matter. No additional issues have been reported since the implementation of these procedures.
Drs. [redacted] and [redacted] may also contact LabCorp's Customer Service at X-XXX-XXX-XXXX should they have any additional questions pertaining to this matter. LabCorp would like to apologize for any inconvenience experienced by the physicians, their staff or patients.
Sincerely,
[redacted]
Patient Billing
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

March 6, 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 February 24, 2017 regarding the services provided to Miss [redacted] on 02/06/2017. We would like to take this opportunity to thank Ms. [redacted] for her valuable feedback. LabCorp takes all customer concerns seriously. Please be advised our prices for testing are based on the cost, complexity, equipment, reagents, and level of personnel needed to perform the tests requested by physicians. Patients may request test prices prior to having testing performed to alleviate any concerns or questions regarding cost. However, in order to ensure that the proper price is being given requires the test ordered be as specific as possible, such as test number or procedure code.   Our records indicate that the test request form received from Dr. [redacted]’s office was not a LabCorp specific test request form. The form did not provide LabCorp test numbers nor procedure codes which is an industry standard maintained by the American Medical Association. When using a generic test request form which utilizes only the test name, there is an increased possibility that all of the tests LabCorp performs with the same or similar test name are reflected.      We hope this information is helpful and clarifies LabCorp’s procedures on quoting test prices prior to testing. We would like to apologize for any inconvenience Ms. [redacted] has experienced related to this matter. If she needs further assistance or has additional questions pertaining to this matter, she may contact our Patient Billing department at [redacted].   Sincerely,   Anna T[redacted] Patient Billing

Initial Business Response /* (1000, 12, 2016/08/19) */
August 19, 2016
[redacted]
Revdex.com of NC
[redacted]
Greensboro, NC 27410
Re: Consumer Name--[redacted]
Complaint Number -[redacted]
Dear Ms. [redacted]
This letter is in response to your...

correspondence dated August 4, 2016 regarding the complaint filed by [redacted]. According to the complaint, the results for occupational testing were not provided to the requesting employer. Please be advised that due to the secure nature of occupational testing, our Customer Service agents do not have access to information in order to discuss with the patient directly. Any questions regarding the receipt of results should be made from the employer to our Occupational Testing department.
In researching the complaint in question, our records indicate that results were released on 7/30/2016. A Project Administrator from LabCorp OTS attempted to advise [redacted] on 8/11/2016 via the phone number provided with the complaint but was unsuccessful. Therefore a message was left advising of the date results were released. As of August 18, 2016, [redacted] had not contacted us regarding any additional questions as to the results referenced in the complaint.
We hope this information is helpful and [redacted]'s concerns have been resolved. We would like to take this opportunity to apologize for any inconvenience experienced related to this matter. If further assistance is needed, our LabCorp OTS can be reached at [redacted].
Sincerely,
Anna T[redacted]
Patient Billing