NTD Labs, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The account mentioned in this complaint has a zero dollar balance and has been closed.

[redacted]
[redacted]
 
0in 0in 12pt;">Dear [redacted]
Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# [redacted]
 
The details are as follows.
 
**/**/14              Sample received at the Laboratory and the sample was processed.   
                                
**/**/14              Claim sent to GHI for the list price of $280.00
04/**/14              Flat Rate reduction and Billed the patient-PKI labs is Out of network.
 
05/**/14              Automated Process- Billing Statement sent to patient for $90.00
05/**/14              Inquiry-The patient questioned the reason for the bill.
05/**/14              Inquiry-Physician’s office called in reference to the bill.
05/**/14              [redacted] returned [redacted]’s call from the physician’s office.
05/**/14              [redacted] explained the flat rate adjustment to [redacted].
05/**/14              Physician’s office called and s/w [redacted]
                                [redacted] confirmed that no further standard adjustment can be
                                Applied.
06/**/14              Automated Process- Billing Statement sent to patient for $90.00
07/**/14              Automated Process- Billing Statement sent to patient for $90.00
 
07/**/14                 Lab is alerted of Revdex.com Complaint
08/**/14              Automated Process- Billing Statement sent to patient for $90.00
08/**/14              Customer Service Adjustment made due to misunderstanding of Physician Office.
 
Perkinelmer Labs takes our customer satisfaction very seriously.
 
We do apologize for the frustration that was experienced in this process.
 
I do appreciate your understanding and patience as we investigated the details of this situation
 
Thank you
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved, under the promise that the employee responsibility will be changed to ZERO after insurance processing per the e-mail that was sent to me last week. 
Sincerely,
[redacted]

1/**/16- The patient called into billing to verify her claim was denied and was advise that we received a denial indicating that she had...

no coverage on the date of service. She was advised to contact her insurance carrier.
 
PKI NTD received a call from the insurance rep stating that the claim was filed to the incorrect insurance address. The claim was then resubmitted. (verified that the claim was submitted electronically on 2/*/16)
 
2/**/16- The patient called into billing again stating that she received another invoice. (no record of an invoice being issued in our system  other than on 1/**/16 and 3/**/16)
 
3/**/16- The insurance called to request medical records. Also verified that, the EOB requesting the additional information was downloaded electronically into our system on 3/**/16 as well. This was the cause of the balance falling under patient responsibility in our system. This caused another invoice to be issued on 3[redacted]/16 to the patient in error.
 
3/**/16- The insurance rep called to verify why the patient was being billed. The balance was then manually moved from under the patient responsibility.
 
The insurance today verified that the claim processed on 4/*/16 and PKI NTD should be receiving payment in the amount of $75.92. there is no patient responsibility due. PKI NTD has reached out to inform the patient that she has no financial responsibility for this charge.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: [I have received NOTHING in writing from them indicating our account balance is zero.  I have received no explanation WHY they are unable to process their claim through [redacted] in Washington State.  I have not been personally contacted by a human being from the contracted vendor with any authority to take corrective action towards resolving the underlying issue.  I will be forwarding all documentation of my exchanges, including this Revdex.com site to the Insurance Commissioner of WA, Mike K[redacted] 
[redacted]
[redacted] 
[redacted] 
[redacted]AND THE FOLLOWING INTERESTED PARTIES:[redacted]   In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]  ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
As I touched upon in my initial complaint, the scope of this issue is that the charges for this service was included within the negotiated rate between the service provider ([redacted]) and my insurance carrier ([redacted]) being that I was covered by a "capitated" plan. Please review the attached explanation of benefits. The resolution as it was described to me by [redacted] was that [redacted] was responsible for this charge and that [redacted] should be seeking payment from them, not my wife.
TO BE CLEAR: [redacted] IS RESPONSIBLE FOR THE PAYMENT OF THIS SERVICE
As it has been explained to me by representatives from both [redacted] and [redacted], there is a severe disconnect regarding the billing practices. I have been in touch today, 06/**/14 with the [redacted] at [redacted] and have been advised that they acknowledge responsibility.  I wish to be withdrawn as the mediator here and formally request that [redacted] (PKI) contacts [redacted] to remediate this matter steadfast. This direction has been supplied to both parties numerous times and I will not continue to accept the response that [redacted] will once again attempt an appeal.
Hopefully you take the time to read this carefully and understand this for the last time. Should you have difficulty understanding this matter, I highly suggest that you forward this to an superior officer within your organization.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 *

Review: My wife underwent a prenatal test during her last pregnancy. This test (Verifi Prenatal Test) was ordered by her Maternal Fetal Medicine physician and was billed to our insurer [redacted].We later received a bill stating the insurance company rejected the claim and we should pay 200 dollars. When I inquired with the insurance company they noted that the bill was submitted without the appropriate supporting medical documentation. Specifically, they needed the diagnosis e.g. "advanced maternal age or other antepartum condition or complication" Due to the lack of this information they rejected the claim. I called [redacted] Labs on 2/**/14 and asked them to resubmit the claim with the appropriate supporting diagnosis and was told by the phone representative that they would resubmit the claim. Instead it appears they sent the claim to collection as my wife received a letter threatening collection. I called again on 3/**/14 and was again told the bill would be removed from collection and properly submitted to the insurance company. However, in the mean time my wife elected to pay the bill rather than risk collection or damage to our credit rating. She sent the payment on 3/**/14.I am asking that the company correctly submit the bill to my insurance company (we met our deductable in 2013) and collect payment from them, rather than going around the insurance company and collecting payment from my wife. Once the insurance company addresses the bill, I would like a refund for the 200 dollars my wife submitted.Desired Settlement: I am asking that the company correctly submit the bill to my insurance company (we met our deductable in 2013) and collect payment from them, rather than going around the insurance company and collecting payment from my wife. Once the insurance company addresses the bill, I would like a refund for the 200 dollars my wife submitted.

Business

Response:

The details surrounding this were as follows:No response from insurance company after 60 days after initial filing.12/**/13 Claim discounted from $1,500 to $200 based on the billing policy in effect.2/**/14 Patient spouse called into Billing and notified us that insurance company requested medical records.2/**/14 PKI Billing sent a request to patients’ doctor’s office to request medical records.3/*/14 Outstanding balance was sent to our outside collection agency based on our billing policy in effect.3/**/14 PKI Billing sent a 2nd request to patients’ doctor’s office to request medical records.4/**/14 Outside collection agency received payment of $200.Attempts to request medical records from the physician office to re-submit the claim to the patients’ insurance company went unanswered.Though we made multiple efforts to champion on behalf of the patients’ insurance claim, we’ll go ahead and process a refund of $200.[redacted] takes our customer experience very seriously and we do apologize for the frustration that was experienced in this process.Thank you

Review: Got a bill from a collect Agency regarding my bill from NTD Labs. However, I paid my bill online and it cleared by bank in two days. I paid the bill online on 11-**-13 and it cleared by bank on 11-**-13. But according to the collection agency it was sent to them on 11-**-13. When you pay a bill online at there website provided, you enter in your account number and the amount of the bill. Once you do that it brings you to another screen were you have to enter in all your information. What should happen, is once you provide your account number it should pull up your account and the amount that you owe. Once you verify that it is the account holder, then they should ask for payment information.Desired Settlement: To have the company, make sure that before they send someone to collections that the bill hasn't been paid. They need to update there billing online. There customer service is horrible. They should have a [redacted] on site at all times. I asked to speak to a [redacted] and I was supposedly transferred to one. After talking to the other rep, they stated that they would have the [redacted] look into the problem and call me back the next day. UNEXCEPTABLE TREATMENT.

Stop Contacting Me

Business

Response:

We are investigating and will have a response for you shortly.

Consumer

Response:

At this time, I have not been contacted by NTD Labs, Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

We investigated the Revdex.com complaint ID# [redacted].

The details are as follows.

11/**/12 Sample received at our Laboratory and the sample was processed.

The cost of the test is $160.00.

12/**/12 Claim sent to Carefirst BCBS of Maryland.

10/**/13 Non-Contractual Adjustment of $100.00 was placed on the account.

10/**/13 Automated Process- Statement requesting $60.00 from the was submitted from NTD

11/**/13 Automated Process- Statement requesting $60.00 from the was submitted from NTD

11/**/13 Patient stated that payment was placed on 11/** and cleared bank account on 11/**

11/**/13 Automated Process- Account escalated to collection for $60.00. The payment from 11/** did not register in time to stop the automated process.

01/**/14 Patient states that she made a payment on 11/**/13. The Agent obtains the Order Id to trace the payment.

The patient provided [redacted]. The agent advised the patient that this was not the correct Order Id to resolve the account.

Agent escalated the inquiry into the payment processing to the [redacted].

1/**/14 [redacted] transferred the payment applied to the account to resolve the account balance.

1/**/14 Collection Agency was notified to end efforts to contact patient.

1/**/14 NTD received notification that there was an open complaint filed with the Revdex.com.

Perkinelmer Labs/NTD takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.

To meet the expectations of the customer’s request in the document, I want to confirm that the automated statement process ended when the balance reached zero dollars.

I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.

I do appreciate your understanding and patience as we investigated the details of this situation

Thank you

Review: My wife's OBGYN here in [redacted] sent blood to be tested to [redacted] / NTD Labs. Unfortunately, the lab was outside of our Kaiser Permanente insurance coverage. This was the OB's mistake, however they agreed to resolve payment with the [redacted] / NTD so we wouldn't have to pay anything. After being assured the payment was taken care of, [redacted] / NTD continued to call claiming we owed an amount in addition to what the OB had payed, an amount that was smaller than the original bill. After repeatedly explaining the situation and having the OB office call to verify that the debt was taken care of, [redacted] / NTD persisted and sent a collections agency after us for the bogus charge. It seems entirely likely that they settled things with the OB office but wanted to get more money through an unethical, unwarranted additional bill. Luckily we have an email from the OB office that states the bill will have been taken care of by them, so we have the stated solution in writing.Desired Settlement: Ideally [redacted] / NTD would stop claiming we owe money we shouldn't owe and have the collection company rectify things so there's no damage to our credit. An apology on top of that would also be nice.

Business

Response:

Dear [redacted]Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# ID [redacted]. The details are as follows. 7/**/2014 Sample collected7/**/2014 Sample received at the Laboratory.7/**/2014 The sample was processed through Billing Department. The cost of the test was $160.00 7/**/2014 Automated Process- Claim was submitted to Kaiser Permanente for processing.8/**/2014 Automated Process – Received a denial from Kaiser. No prior authorization obtained.8/**/2014 Automated Process - Statement requesting $160.00 from the Patient 9/**/2014 Received a phone called from the Patient. Patient stated that she spoke with her doctor and was told that PKI handle and that we were supposed to get the referrals. PKI agent explained that PKI does not obtain referrals. The patient states that she will contact her doctor’s office again.9/**/2014 An insurance representative called and request a 30 hold because the claim was under review. (30 days passes)10/**/2014 Automated Process - Statement requesting $160.00 from the Patient 11/**/2014 Dr. Office called to inquire about the patient’s bill. PKI explained that the claim was denied for No prior authorization. 11/**/2014 Dr. office spoke to billing supervisor to confirm denial. 11/**/2014 Automated Process - Statement requesting $160.00 from the Patient12/**/2014 Automated Process - Statement requesting $160.00 from the Patient.01/**/2015 Automated Process - Patient account was queued for transfer to Collections. 01/**/2015 Dr. Office called in reference to the account. The Dr. office requested that PKI contact the patient in regards to the discount that they are eligible for. 01/**/2015 PKI agent called the patient. The patient did not want the discounted option. 02/**/2015 Automated Process- Patient account sent to collection agency. 02/**/2015 PKI received notification that there was an open complaint filed with the Revdex.com. 02/**/2015 Although Prior Authorization was NOT obtained by Physician Office as required by the patient’s insurance company, PKI removed patient from collection and will not collect on the $160 due to improper expectations set with the patient. To improve future customer experiences - PKI will work directly with Physician office to ensure the correct expectations are set at time of sample collection. PerkinElmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process. I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities. I do appreciate your understanding and patience as we investigated the details of this situation Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been dealing with this company since July over a bill for a service that was rendered in March of this year (2013). They billed the wrong insurance company which resulted in the bill not being paid. If they had billed the right insurance company it would have been 100% covered.

I called and gave them the correct insurance information after receiving my first bill in Mid-July. Since they failed to bill the correct insurance company or contact me, in a timely manner or, my insurance company will no longer pay the bill. I have been trying to resolve this with NTD Labs for several months.

On October [redacted] at 4:30pm I agreed to pay $28.00 in order to stop the harassment and not be wrongfully turned over to the credit bureau. On October [redacted] I call again at 4:16pm to ensure that everything was settled and I wouldn't be harassed anymore. I was assured that everything was settled.

Today I received another bill in the mail demanding the rest of the of the money. It obvious that this company cannot handled proper billing or keep information strait. I would also like to note that none of the bills I have received since July has had the correct insurance information on them, even though it has been supplied multiple times.Desired Settlement: I want to stop receiving bills in the mail and I would like to reimbursed the $28 that I have already paid.

Consumer

Response:

At this time, I have not been contacted by NTD Labs, Inc. regarding complaint ID [redacted].

Sincerely,

Business

Response:

. We investigated the Revdex.com complaint ID# [redacted]

The details are as follows.

03/**/13 Sample received at our Laboratory and the sample was processed.

The cost of the test is $80.00.

03/**/13 Claim sent to Anthem BCBS of Kentucky-information provided with sample

05/**/13 Resubmitted the claim to Anthem BCBS of Kentucky

06/**/13 Explanation of Benefits entered and Billed the patient

07/**/13 Automated Process- Billing Statement sent to patient for $80.00

08/**/13 Automated Process- Billing Statement sent to the patient for $80.00

08/**/13 Patient Inquiry. Insurance Information by phone. Claim submitted to Humana.

08/**/13 Explanation of Benefits entered and Billed the patient

08/**/13 Patient Inquiry. Patient will contact Humana.

09/**/13 Automated Process- Billing Statement sent to the patient for $80.00

10/**/13 Patient Inquiry- NTD sends appeal on behalf of the patient to Humana.

10/**/13 Automated Process- Billing Statement sent to the patient for $80.00

10/**/13 Insurance company denied the appeal.

10/**/13 Billing Rep calls the customer and left a message.

10/**/13 Customer calls back. Discount offered. Customer makes a payment of$28.00

10/**/13 Adjustment request for the remaining balance of $52.00

11/**/13 Adjustment Approved and applied to the account.

11/**/13 Automated Process- Billing Statement sent to the patient for $52.00, the adjustment applied on 11/**/13 did not occur in time to prevent this.

02/**/14 NTD received notification that there was an open complaint filed with the Revdex.com.

Perkinelmer Labs/NTD takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.

To meet the expectations of the customer’s request in the document, I want to confirm that the automated statement process ended when the balance reached zero dollars.

I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.

I do appreciate your understanding and patience as we investigated the details of this situation

Thank you

Review: My wife, [redacted], was ordered by [redacted] OBGYN to undergo a [redacted] procedure pertaining to her pregnancy as a preventative measure to test that our child was not afflicted with [redacted] or other illnesses. Under the direction of [redacted] OBGYN, an appointment was made at [redacted] located in [redacted] as it was confirmed as being within our health coverage network with [redacted]. On May **, 2013, the procedure took place. Almost a year later we started receiving notices from [redacted]/NTD that they have submitted claims to our insurance carrier and that they have been unresponsive. I contacted [redacted] and was advised that this was confirmed as a covered procedure and that the lab continuously submitted a claim with improper coding. I relayed this information to the lab and was advised they made the necessary corrections. I followup with [redacted] and was advised the lab was still not submitting the paperwork properly. A few months later I received notice from [redacted] that this charge was rejected by my insurance and this was for us to pay. Shortly thereafter I received a notice from a collection agency. I called [redacted] again and they asked for me to provide complete records pertaining the the procedure. I contacted [redacted] to obtain such and forwarder to [redacted]. I was advised by a third party service, [redacted] of whom I enlisted to help with my claim, that [redacted] advised them that [redacted] was responsible for sourcing the lab and that the charges to the lab should have been paid by [redacted] then included on the claim [redacted] submitted to [redacted] advised [redacted] of this finding and were told by [redacted] that my wife apparently signed a waiver agreeing to pay this charge. We never had any involvement with [redacted] and when asked to produce this form they could not provide a copy.Desired Settlement: Please remove my wife's name and all responsibility form this account. [redacted] should direct their approach to [redacted] the payment regarding this service and in turn [redacted] can then file the claim to [redacted].

I am formally requesting to be removed from any and all efforts of collection made to myself or my wife.

Business

Response:

Below you will find the sequence of events linked to the complaint ID# [redacted].

After discussing with the PKI Billing Department, the adjusted balance of $200 is still due for the services rendered.

Let me know if you have any questions/concerns.

Dear [redacted]

Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# [redacted].

The details are as follows.

5/**/2013 Specimen received at the Laboratory.

6/*/2013 The sample was processed through the Billing Department. The cost of the test is $1500.00

6/*/2013 Automated Process- Claim was submitted to [redacted] for processing.

6/**/13 Automated Process – Received a denial (1) from [redacted]. “Charge Exceeds the fee schedule/maximum allowable or contracted”

12/**/13 Automated Process - Statement requesting $1500.00 from the Patient.

1/**/14 Automated Process - Statement requesting $1500.00 from the Patient.

2/**/14 Automated Process - Statement requesting $1500.00 from the Patient.

3/*/14 Patient Billing file sent to Collection Agency as per the billing process.

3/**/14 PKI Billing Agent spoke with the insurance company representative ([redacted]) and resent the claim with the contracted cpt code of [redacted]

3/**/14 PKI Billing Agent spoke with insurance company ([redacted]) and was told that the corrected claim was received and is pending medical records.

Medical records were requested from the provider and placed the patient account on hold with the collection agency.

4/*/14 Automated Process- Received a denial (2) from [redacted] Denial posted to the patients account.

5/*/14 Verinata ‘Patient Access’ program applied. PKI Billing Adjusted -$1300.00 off the patients account balance. New Balance $200.00.

5/*/14 PKI Received a call from insurance ([redacted]). She states that the claim was denied due to the cpt code.

PKI informed her that there was a corrected claim sent and we are currently awaiting medical records from the Provider to send in an appeal.

[redacted] said she will call the patient and have them contact the providers office to have the medical records sent.

PKI put account 60 day hold with the collection agency.

5/**/14 PKI Billing received the patient’s medical records and sent the records to the insurance company with a corrected claim, lab report and test description letter.

PKI awaiting payment from Insurance Company or Patient.

5/20/14 PKI Labs received notification that there was an open complaint filed with the Revdex.com.

PerkinElmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.

I do appreciate your understanding and patience as we investigated the details of this situation.

We are still diligently working on this resolution to acquire payment for our services.

I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As I touched upon in my initial complaint, the scope of this issue is that the charges for this service was included within the negotiated rate between the service provider ([redacted]) and my insurance carrier ([redacted]) being that I was covered by a "capitated" plan. Please review the attached explanation of benefits. The resolution as it was described to me by [redacted] was that [redacted] was responsible for this charge and that [redacted] should be seeking payment from them, not my wife.

TO BE CLEAR: [redacted] IS RESPONSIBLE FOR THE PAYMENT OF THIS SERVICE

As it has been explained to me by representatives from both [redacted] and [redacted], there is a severe disconnect regarding the billing practices. I have been in touch today, 06/**/14 with the [redacted] at [redacted] and have been advised that they acknowledge responsibility. I wish to be withdrawn as the mediator here and formally request that [redacted] (PKI) contacts [redacted] to remediate this matter steadfast. This direction has been supplied to both parties numerous times and I will not continue to accept the response that [redacted] will once again attempt an appeal.

Hopefully you take the time to read this carefully and understand this for the last time. Should you have difficulty understanding this matter, I highly suggest that you forward this to an superior officer within your organization.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Business

Response:

As of 6/**/2015, [redacted] of [redacted]) confirmed payment by [redacted] for the open balance. The account currently refelcts $0.00 owed.

Thank you for your patience as we resolved this issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am currently in my third trimester of pregnancy and am being harassed by bills being sent from NTD Labs. According to my ob/gyn office special screening tests were done during the pregnancy and specimen samples were sent to the above lab. According to the lab they stated to ob/gyn office that my insurance GHI was accepted. However about a month later I received numerous bills that states I am responsible for payment. I paid for one bill thinking it was copayment. However it was not. When I spoke with customer service and my ob/gyn office spoke with them numerous times they stated that they are the only lab that provides these services for pregnancy screening and that because a waiver was signed I am responsible. Later when I brought it to my MD attention they stated that they would contact NTD labs and the info provided was false Quest Diagnostics also does the special screening tests for pregnancy. According to NTD website they do not have a listing of all ins carriers that are accepted as other medical labs provide. Because of NTD improper and unethical way of conducting and scamming md professionals to use the labs services then harassing pregnant women for payments and causing unnecessary stress NTD should waive the mistake made on their part and issue me a refund for the previous exams that I have paid for.Desired Settlement: NTD labs should refund me the amount I paid and waive the amount being asked for and take it as a loss. Furthermore they should update all their accepted insurance carriers and not supply false information to patients or medical professionals.

Business

Response:

Dear [redacted]

Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# [redacted]

The details are as follows.

**/**/14 Sample received at the Laboratory and the sample was processed.

**/**/14 Claim sent to GHI for the list price of $280.00

04/**/14 Flat Rate reduction and Billed the patient-PKI labs is Out of network.

05/**/14 Automated Process- Billing Statement sent to patient for $90.00

05/**/14 Inquiry-The patient questioned the reason for the bill.

05/**/14 Inquiry-Physician’s office called in reference to the bill.

05/**/14 [redacted] returned [redacted]’s call from the physician’s office.

05/**/14 [redacted] explained the flat rate adjustment to [redacted].

05/**/14 Physician’s office called and s/w [redacted] confirmed that no further standard adjustment can be

Applied.

06/**/14 Automated Process- Billing Statement sent to patient for $90.00

07/**/14 Automated Process- Billing Statement sent to patient for $90.00

07/**/14 Lab is alerted of Revdex.com Complaint

08/**/14 Automated Process- Billing Statement sent to patient for $90.00

08/**/14 Customer Service Adjustment made due to misunderstanding of Physician Office.

Perkinelmer Labs takes our customer satisfaction very seriously.

We do apologize for the frustration that was experienced in this process.

I do appreciate your understanding and patience as we investigated the details of this situation

Thank you

Consumer

Response:

At this time, I have not been contacted by NTD Labs, Inc. regarding complaint ID [redacted].

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The issue has not been resolved. They claimed to my physicians office that they do accept GHI however I was charged full boat. Thank You for your efforts apparently NTD will not take responsibility for their error. An error which has cost.me unnecesarrily out of.pocket expenses. Trying to correct NTD is a waste of your time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Received bill over a year later after service was provided. Called insurance company and they stated that this company was owed not the $60 that we were billed for but $45.64. We received our statement of benefits from insurance company reflecting the $45.64 that was owed to this company and we mailed them the payment. Several months later we get a notice that we have been turned over to a collection agency for $60. Tried to call the collection agency and the 800 number was not in service. Called another number and we were informed to call NTD direct. Spoke to NTD and they acknowledged they received or $45.64 but refused to forgive the remaining balance despite the fact that they had the statement of benefits in front of them. They refused to call insurance agency to resolve this matter.Desired Settlement: Notify all 3 credit agencies that this was reported in error and Refund the $14.36 that they are making me pay in excess of what they were allowed.

Business

Response:

Dear [redacted]

Review: Perkin Elmer Labs (PEL) has charged me $1500 for blood work that my insurance company has said they will pay for. Upon receiving the first bill from PEL, I called my insurance company to find out why this bill was coming to me and if I indeed was responsible for the payment. [redacted], the Oxford representative I spoke with, told me I was not responsible for this and PEL should have billed Oxford. [redacted] provided me with a reference number for our conversation and told me to contact PEL and tell them to re bill Oxford. I did this and PEL apologized and said they would correct the problem. I asked to speak to a [redacted] but was told none were available, they took my number telling me someone would contact me. I never received that call, but (foolishly) assumed it was all sorted out. I then received another two bills for the same $1500. I ignored them assuming (again foolishly) the bills had crossed my conversation and the resolution of the matter in the mail. Today, almost a month later I was contacted by a collection agency for that $1500. When I called PEL, yet again, they told me not to worry, I could settle with them for $200. When I told them I would do nothing of the sort, as my insurance company said they would pay I was told by [redacted] they (PEL) would see but they did not think this was the case. I again asked to speak with a [redacted] and again was denied. This time they told me to call back on Monday- which I will do. [redacted] did tell me she would contact the credit agency to have my name removed but I do not trust them as this matter should never have never have escalated this far.Desired Settlement: I would like the practices of this company investigated as I believe them to be crooked and that the company, PerkinElmer Labs, is in the business of preying on the less savvy portion of the population. I would also like to ensure I am not held responsible for this payment and my credit is not harmed.

Business

Response:

Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID# [redacted]

The details are as follows.

06/**/13 Sample received at the Laboratory and the sample was processed.

The cost of the test is $1500.00.

06/**/13 Claim sent to Oxford Health Plan- Health Insurance information provided with sample

08/**/13 Explanation of Benefits received from the Insurance company.

Info entered and Billing followed direction of the EOB. Billing starting the billing process collect from the patient

12/**/13 Automated Process- Billing Statement sent to patient for $1500.00

01/**/14 Automated Process- Billing Statement sent to patient for $1500.00

01/**/13 Patient Inquiry.

01/**/14 Appeal Sent to Oxford Health Plan to assist the patient.

02/**/14 Automated Process- Billing Statement sent to patient for $1500.00

03/**/14 Automated Process- Escalated account to collections after lack of success with Billing statement.

03/**/14 Patient Inquiry.

03/**/14 NTD received notification that there was an open complaint filed with the Revdex.com.

03/**/14 Adjustment approved and applied to the account

Perkinelmer Labs/Illumina takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process.

To meet the expectations of the customer’s request in the document, I want to confirm that the automated statement process ended when the balance reached zero dollars.

I also want to confirm that our collection agency is merely a conduit for our laboratory to contact customers for payment. Customer’s credit is not affected when they assist us in these activities.

I do appreciate your understanding and patience as we investigated the details of this situation

Thank you

PerkinElmer Labs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My Wife had our second child in June of 2015. Due to her age she was urged by her OBGYN to undergo this New genetic testing. She did so early on in the pregnancy in 2014.

The test was completed, and as far as we are able to understand, was done properly and competently.

Approximately three months after the procedure we were contacted via AUTOMATED mail with a bill from Perkin Elmer Labs (NTD).

They were, and have been, seeking for my Wife and I to pay them $1500. This is DIRECTLY CONTRARY to the Explanation of Benefits my Wife received from Her Insurer, [redacted], that states we owe NOTHING. This Explanation of Benefits indicates that this lab vendor that was recommended to my Wife By her Physician is inside her insurance plan's preferred network, and is thus subject to the deductible and out of pocket maximums laid out in her health insurance plan.

After many months of my recently pregnant wife attempting to calmly sort out the situation by calling her insurer and the vendor, It has UNFORTUNATELY become very clear to us that I will need to take over "NEGOTIATIONS" with this UNSCRUPULOUS lab and billing vendor.

During my last three way phone call involving Teira and Spencer from Elmer Labs and the insurance agent, It was admitted by Teira (The Elmer Labs Billing Representative) that their company had submitted their claim for funds from our insurer with the INCORRECT medical billing code. I HAVE TAKEN THE PRECAUTION OF RECORDING THIS CONVERSATION in which the representative ADMITTED their company was NEGLIGENT!

Two hours after this phone call ended (One of now 3 separate conversations held be myself) I called the SAME representative at Elmer Labs and convinced her/he that our account with them must be put on hold of COLLECTIONS until they were able to properly file their paperwork with [redacted]. They apparently did so, but did not send us notification of this in writing as I SPECIFICALLY REQUESTED. THIS EXCHANGE CAN BE READILY VERIFIED BY MEANS OF AUDIO RECORDING TAKEN ON 8-**-2015.

Now, 21 days since my last attempt to spur the vendor's representatives to rectify their ERROR, we have received the same bill and threat that we must pay $1500 or A GRACIOUS $795 RATE BECAUSE OUR PHYSICIAN IS A PREFERRED MEMBER! To me this constitutes BREACH OF CONTRACT WITH US, AND OUR INSURER, [redacted]. By attempting to negotiated payment with us outside of the CONTRACTED AGREEMENT BETWEEN THE INSURER AND THEMSELVES THEY ARE COMMITTING A FORM OF F R A U D !!!Desired Settlement: In order for me to avoid contacting our attorney and shoring up grounds for a CLASS ACTION LAWSUIT Elmer Labs NTD MUST send me an invoice stating that we owe them a ZERO BALANCE. Any contractual errors between this vendor and our insurer are their responsibility to resolve!

Unfortunately, I will also be taking this matter to our Sate Attorney General's Office, Robert W[redacted].

Until I receive WRITTEN NOTICE from this vendor I will have to draw upon every resource I have to gather support and draw-out other victims in order to help this vendor to see the error of their ways.

Business

Response:

Dear [redacted] Thank you for bringing this to my attention. We investigated the Revdex.com complaint ID #[redacted] The details are as follows. [redacted] Sample collected[redacted] Sample received at the Laboratory.[redacted] The sample was processed through Billing Department. The cost of the test was $1500.00 [redacted] Automated Process- Claim was submitted to [redacted] for processing.[redacted] Automated Process – [redacted] denies the claim.[redacted] Automated Process – Courtesy flat rate of $795.00 is applied to the account because we were considered out of network.[redacted] Automated Process- Statement requesting $795.00 from the patient.[redacted] Automated Process- Statement requesting $795.00 from the patient.[redacted] Sammie from [redacted] called and stated that the claim was denied in error and the claim was sent back to be reprocessed according to the authorization number #[redacted]-Reference# [redacted] PKI agent S/W Heather from [redacted] to have the claim reprocessed. The 6/** claim was still being processed. Account placed on a temporary hold.[redacted] The patient contacted PKI to discuss her account options.[redacted] The patient’s husband calls in reference to the status of the account. No response from the insurance carrier.[redacted] PKI agent contacted [redacted]. The claim was resubmitted.[redacted] rep and the spouse contacted PKI to confirm that a corrected claim was sent.[redacted] Automated Process- Statement requesting $795.00 from the patient. [redacted] PKI Labs received notification that there was an open complaint filed with the Revdex.com.[redacted] PKI agent called [redacted] insurance carrier. The corrected claim was received on 8/**/15 as previously verified. The claim is still being reviewed as of 9/**/15 ref#[redacted] Perkinelmer Labs takes our customer satisfaction very seriously. We do apologize for the frustration that was experienced in this process. I do appreciate your understanding and patience as we investigated the details of this situation Thank you Lyd E[redacted] | Billing Supervisor, Customer Service, NTD Labs

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: [I have received NOTHING in writing from them indicating our account balance is zero. I have received no explanation WHY they are unable to process their claim through [redacted] in Washington State. I have not been personally contacted by a human being from the contracted vendor with any authority to take corrective action towards resolving the underlying issue. I will be forwarding all documentation of my exchanges, including this Revdex.com site to the Insurance Commissioner of WA, Mike K[redacted]AND THE FOLLOWING INTERESTED PARTIES:[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted] ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,