Pacific Diagnostic Laboratories

We at Pacific Diagnostics take each complaint seriously and strive to resolve all complaints brought to our attentionWe are responding to a complaint filed by a client quoting: “It is unacceptable that pacific diagnostic labs requires me to login to their system to download invoices instead of mailing or emailing their invoices to meI recently received two collections notices for each due to this poor communication approachIt takes time and effort for me to login to their system for which I am not compensated.” Unfortunately when submitting this complaint to Revdex.com the patient did not include that the complaint was in reference to her daughters bill not her own bill and a substantial amount of time was spent researching the mothers account and finding no supporting facts to her claimWe then called her directly and found that she was remiss and the complaint was for her daughterWe now understand, after having a conversation with the patient, that she mistakenly hit the email bills option when she registered at one of our Patient Service Center KiosksWhen we spoke to her she stated that the Kiosk was not working well at the time and that she became upset that she had to register via that processShe also conveyed that she had ignored the emails from our Lab repeatedly and did not think about the issue until she received a letter from our collections company for a delinquent balanceBecause she was unaware that those emails had her billing detail, and contained a simple and efficient way to pay your bill online, she was sent to our collections company after months and several email attempts to collect on her unpaid balanceNeither our client service department nor our billing company has any calls logged as inquiries into the patient’s accountWe called her directly and we have dealt with the emailed billing item as well as her complaint of the method of registering and the necessity of gathering correct information for laboratory patientsWe have worked out the complaint to her satisfaction and there is no further dispute with this patientWe thank you for bringing this to our attention and are happy to resolve the issueSincerely, Pacific Diagnostic Laboratories LLC Administration

We are responding to a mailed complaint we received on October 7, In the complaint filed by our patient Linda L [redacted] , after getting laboratory samples draw at our Ventura Patient Service Center on 09/08/and paying by credit card for the work performed, she has been unable to obtain a receipt that includes the information that is needed to submit our receipt to her insurance for reimbursementWe have since contacted MsL [redacted] to attempt a resolutionOur billing office Call logs have calls logged from MsL [redacted] logged beginning 09/requesting a new receiptOur billing office mailed her a receipt that stated the amounts paid/charged to her credit card, the dates of the services we performed and the ordering physicianThis was mailed out on 9/We subsequently emailed the same information to her again on 10/and 10/to make sure she received this informationWhen our representative spoke to MsL [redacted] on 10/she was also informed that the discounted prices she paid were to be given for those patients without insuranceShe was satisfied when it was explained in detail why no total appears at the bottom of the statement we sent her as this box reflects what is owed to our company not the total chargesMsL [redacted] 's statement shows all charges charged to her credit card$posted to her card on 09/29/MsL [redacted] was given this information as well on the call of 10/10/MsL [redacted] seemed satisfied with the state of this account at end of the phone conversationWe have attached Supporting paperwork surrounding the event in question and MsL [redacted] s receipt for the event in question and the subsequent receipt sent her to satisfy her requestWe consider this matter closed and the complaint withdrawnThank you, Pacific Diagnostic Laboratories, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10463136, and find that this resolution is satisfactory to me although I do not agree with the statement that I registered for email billing at any time The kiosk incident referred to in their note was for my own personal check in for testing at a lab recently and is completely unrelated to this billing issue for my daughter (the subject of this complaint) I also reject that I was remiss in not mentioning the complaint was regarding my daughter as the email billing I was responding to from Pacific labs does mention the patient name - so I had no way of knowing who the bill was regarding (thus remiss on their side not mine) I still believe that Pacific labs signed me up for email notifications in error, which is what they told may may have happened on the phone, but they have now changed my daughter back to paper billing so while I am disappointed by their inaccurate and unfriendly response, I am satisfied that the issue is resolved Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11752920, and find that this resolution is satisfactory to me.
Regards,
L[redacted]

We at Pacific Diagnostics take each complaint seriously and strive to resolve all...

complaints brought to our attention.
We are responding to a complaint filed by a client quoting:
“It is unacceptable that pacific diagnostic labs requires me to login to their system to download invoices instead of mailing or emailing their invoices to me. I recently received two collections notices for 5 each due to this poor communication approach. It takes time and effort for me to login to their system for which I am not compensated.”
Unfortunately when submitting this complaint to Revdex.com the patient did not include that the complaint was in reference to her daughters bill not her own bill and a substantial amount of time was spent researching the mothers account and finding no supporting facts to her claim. We then called her directly and found that she was remiss and the complaint was for her daughter.
We now understand, after having a conversation with the patient, that she mistakenly hit the email bills option when she registered at one of our Patient Service Center Kiosks. When we spoke to her she stated that the Kiosk was not working well at the time and that she became upset that she had to register via that process. She also conveyed that she had ignored the emails from our Lab repeatedly and did not think about the issue until she received a letter from our collections company for a delinquent balance.
Because she was unaware that those emails had her billing detail, and contained a simple and efficient way to pay your bill online, she was sent to our collections company after 4 months and several email attempts to collect on her unpaid balance.
Neither our client service department nor our billing company has any calls logged as inquiries into the patient’s account.
We called her directly and we have dealt with the emailed billing item as well as her complaint of the method of registering and the necessity of gathering correct information for laboratory patients.
We have worked out the complaint to her satisfaction and there is no further dispute with this patient.
We thank you for bringing this to our attention and are happy to resolve the issue.
Sincerely,
Pacific Diagnostic Laboratories LLC
Administration

We are responding to a mailed complaint we received on October 7, 2016. In the...

complaint filed by our patient Linda L[redacted], after getting laboratory samples draw at our Ventura Patient Service Center on 09/08/2016 and paying by credit card for the work performed, she has been unable to obtain a receipt that includes the information that is needed to submit our receipt to her insurance for reimbursement. We have since contacted Ms. L[redacted] to attempt a resolution. Our billing office Call logs have calls logged from Ms. L[redacted] logged beginning 09/27 requesting a new receipt. Our billing office mailed her a receipt that stated the amounts paid/charged to her credit card, the dates of the services we performed and the ordering physician. This was mailed out on 9/292016. We subsequently emailed the same information to her again on 10/07 and 10/09 to make sure she received this information. When our representative spoke to Ms. L[redacted] on 10/10 she was also informed that the discounted prices she paid were to be given for those patients without insurance. She was satisfied when it was explained in detail why no total appears at the bottom of the statement we sent her as this box reflects what is owed to our company not the total charges. Ms. L[redacted]'s statement shows all charges charged to her credit card. $46.25 posted to her card on 09/29/16. Ms. L[redacted] was given this information as well on the call of 10/10/2016. Ms. L[redacted] seemed satisfied with the state of this account at end of the phone conversation.
We have attached Supporting paperwork surrounding the event in question and Ms. L[redacted]s receipt for the event in question and the subsequent receipt sent her to satisfy her request.
We consider this matter closed and the complaint withdrawn.
Thank you,
Pacific Diagnostic Laboratories, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10463136, and find that this resolution is satisfactory to me although I do not agree with the statement that I registered for email billing at any time.  The kiosk incident referred to in their note was for my own personal check in for testing at a lab recently and is completely unrelated to this billing issue for my daughter (the subject of this complaint).  I also reject that I was remiss in not mentioning the complaint was regarding my daughter as the email billing I was responding to from Pacific labs does mention the patient name - so I had no way of knowing who the bill was regarding (thus remiss on their side not mine).  I still believe that Pacific labs signed me up for email notifications in error, which is what they told may may have happened on the phone, but they have now changed my daughter back to paper billing so while I am disappointed by their inaccurate and unfriendly response, I am satisfied that the issue is resolved
Thank you,
[redacted]

Review: It is unacceptable that pacific diagnostic labs requires me to login to their system to download invoices instead of mailing or emailing their invoices to me. I recently received two collections notices for $5 each due to this poor communication approach. It takes time and effort for me to login to their system for which I am not compensated.Desired Settlement: Pacific diagnostic labs should mail invoices via us mail or email (as an option) to ensure all invoices are received by clients. Because this lab is a preferred sansum provider I do not have the option of going to another facility or I would.

Business

Response:

We at Pacific Diagnostics take each complaint seriously and strive to resolve all complaints brought to our attention.We are responding to a complaint filed by a client quoting:“It is unacceptable that pacific diagnostic labs requires me to login to their system to download invoices instead of mailing or emailing their invoices to me. I recently received two collections notices for 5 each due to this poor communication approach. It takes time and effort for me to login to their system for which I am not compensated.”Unfortunately when submitting this complaint to Revdex.com the patient did not include that the complaint was in reference to her daughters bill not her own bill and a substantial amount of time was spent researching the mothers account and finding no supporting facts to her claim. We then called her directly and found that she was remiss and the complaint was for her daughter.We now understand, after having a conversation with the patient, that she mistakenly hit the email bills option when she registered at one of our Patient Service Center Kiosks. When we spoke to her she stated that the Kiosk was not working well at the time and that she became upset that she had to register via that process. She also conveyed that she had ignored the emails from our Lab repeatedly and did not think about the issue until she received a letter from our collections company for a delinquent balance.Because she was unaware that those emails had her billing detail, and contained a simple and efficient way to pay your bill online, she was sent to our collections company after 4 months and several email attempts to collect on her unpaid balance.Neither our client service department nor our billing company has any calls logged as inquiries into the patient’s account.We called her directly and we have dealt with the emailed billing item as well as her complaint of the method of registering and the necessity of gathering correct information for laboratory patients.We have worked out the complaint to her satisfaction and there is no further dispute with this patient.We thank you for bringing this to our attention and are happy to resolve the issue.Sincerely,Pacific Diagnostic Laboratories LLCAdministration

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10463136, and find that this resolution is satisfactory to me although I do not agree with the statement that I registered for email billing at any time. The kiosk incident referred to in their note was for my own personal check in for testing at a lab recently and is completely unrelated to this billing issue for my daughter (the subject of this complaint). I also reject that I was remiss in not mentioning the complaint was regarding my daughter as the email billing I was responding to from Pacific labs does mention the patient name - so I had no way of knowing who the bill was regarding (thus remiss on their side not mine). I still believe that Pacific labs signed me up for email notifications in error, which is what they told may may have happened on the phone, but they have now changed my daughter back to paper billing so while I am disappointed by their inaccurate and unfriendly response, I am satisfied that the issue is resolved

Thank you,

Review: A double payment was made to this company foe services rendered to my mother who has since passed away.I contacted the company and gave them all the pertinent informaton,payment dates, check #'s etc. and per their request sent them a copy of the death cert. and power of attorney. They have had this info for almost a month and dispite my phone calls (2 to 3 a week)nothing has been done to correct the situation. I get nothing but lip service. Now when I call the managers are out, in a meeting or the ever popular on a conference call. I was last told the check would be sent out on Friday the 4th of April. This is the 9th and what a surprise NO CHECK. Yesterday I was told someone would contact me. That has not happened eitherDesired Settlement: I want my over payment back and a written apology. If there were something else I could get out of this I would want that as well. I want this complaint posted on the Revdex.com so other can see what kind of company they are dealing with and maybe they will stop treating people this way.