Quest Diagnostics

We pulled a copy of the order and verified Ms [redacted] refused the CF screening and the laboratory ran the test in error We've adjusted the invoice and apologize for any inconvenience

Dear Revdex.com staff: Thank you for your efforts to resolve this issue But, unfortunately, it does remain unresolved They may have "released" a check, but until the $refund is actually delivered I consider this matter UNRESOLVED from company: "Our records indicate we did not receive additional payment from the insurance carrier until 9/23/ At that time an over payment was created on the account and a refund of $was ordered The refund was processed on 10/1/and check # [redacted] for $released to the patient on 10/3/ We consider this matter resolved ..."

Dear [redacted] I am in receipt of a new complaint regarding [redacted] by [redacted] Upon review, I pulled a copy of the order we received and the only insurance information provided was [redacted] We've updated [redacted] invoice with the correct insurance information and resubmitted the charges At this time we are awaiting the insurance carrier response We rely on the referring physician or patient to provide us with the correct insurance information [redacted] may want to provide [redacted] when he goes to our Patient Service Center for testing Sincerely, [redacted] *** Patient Advocate

We are not "balance billing" Mr [redacted] we are billing him for his deductible per his insurance plans instructions If he would call his insurance company they will explain to him why he is responsible.We consider this matter closes as we are billing appropriately

Please inform Ms*** that we have adjusted the invoice to a zero balance The representative failed to follow up with the investigation and we are now too late to appeal This is no fault of Ms***'s I've notified the Manager of our Billing Department and
additional training is being provided to the employee

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. However, it is still unacceptable for, after days, for Quest to say that it will be another days for the refund
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and Quest would NOT have received any response from me on the 16th, as I did not receive my results until the 20th. I find it amusing that Quest is expecting a quick turn around in my response to them, faster than I got my printed results, and I am still waiting for a promised call from *** - promised on 2-6, no less. While I do not find this result satisfactory, it is barely acceptable, as I ultimately got my test results. I still feel the handling of the whole situation was highly UNsatisfactory. I will accept this as resolving the complaint

I am in receipt of your email regarding a complaint your office received from Mr***
I reviewed the invoice and found it was billed with all appropriate codes and one test was denied as "not covered He may want to refer to Aetna's website for the list of tests Aetna doesn't cover
He can go ** ***
The test that was denied is simply a non-covered test by Aetna

I am in reciept of your email dated 4/15/regarding a complaint your office received from Ms***.Upon review, I found we do not contract with *** therefore we do not have a telephone number to call to verify what information is needed All claims were mailed to them hard copy and
no response has been received If you could provide me with a telephone number providers should call to verify status of claims, I will be happy to call them

I have spoken with the patient and have since issued a refund to themThe patient said that was all they needed and would consider the matter resolved. -- Richard Hernandez Office Administrator Progressive Billing *** *** *** *** *** ***
*** *** ***
***
*** *** ***
*** *** ***

I am rejecting this response because:
As asserted, Quest was not billing under correct information we
provided SEVERAL times. Our HR person
has resolved this issue on our behalf

Complaint: ***
I am rejecting this response because: On my insurance card it states that the plan is an HMOAll HMO claims must be sent to the medical group assigned for payment On my insurance card it indicates the medical group as *** *** *** *** and provides a phone numberI have even gone into one of their clinics and watch an employee type into their system that my medical insurance is an HMO and all claims should be mailed to *** *** *** but amazingly they did not do this Also *** *** has contacted them and advised them of the sameThey are either incredibly incompetent or choose to ignore this I have advised my Doctor that I will no longer have blood work done because they use Quest My Doctor advised me that he has received numerous complaints regarding Quests Billing practices but is forced to use their services And if my balance is then why did I receive my last bill in August, 2014? I have no doubt they will continue to do this but perhaps if more people complain they will be forced, either by consumer pressure or legal action, to stop unlawful billing practices
Regards,
*** ***

Dear ** ***
*** *** will need to dispute this with his insurance or physician According to *** $was applied toward his deductible The Claim # is *** According to the order from his physician, the services were not routine.
Sincerely,
*** ***
Patient Advocate

Dear *** ***
I am in receipt of your email regarding the complaint *** *** filed with your company.
Upon review, I found the charges were billed to ***, however a response was not received
The account should not have been turned over to collections as we have
yet to get a response from them Please inform *** *** that I removed the account from *** *** *** *** as "Sent in error"
Sincerely,
*** ***
Patient Adovcate

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I was finally able to speak to *** at Dr***h's office who instructed me to bill their account for Mr***'s services I've billed Dr***h as instructed

I reviewed Ms***'s invoice and found our representative she spoke to on April 9th note the account of the payment plan, but failed to set the account up which caused the billing cycle to continue and final notices to be sent The account was set up on June 23rd and remains on the
payment plan The account was never turned over to a collection agency and Ms*** credit has not been affected I've notified the Manager of the representative she spoke to in April of the error and they are addressing this with them

Dear ** ***
I am in receipt of your email dated August 14th, regarding a complaint your office received from Randall ***
First, I would like to offer my sincere apologies for the less than excellent service *** *** received
Upon review, I found the employee
*** *** spoke to was not properly trained for the study as she was only filling in at this location due to staffing issues that day She did not know the proper procedures to follow After *** *** left, another staff member stepped in and took care of the processing the order and sent the specimens out for processing
MrHereford has done this in the past without incident at this location It appears that this was an isolated incident due to staffing issues and the employee filling in not being aware of the process
Again, please extend my sincere apologies to *** ***
Sincerely,
*** ***
Patient Advocate

I am rejecting this response because:As outlined they did not tell me that my insurance was not accepted but took all of my informationThe payment plan is $for the next yearsQuest will pay more than my total bill to process the administration of this planThe billing of service was deceptive and while I'm not trying avoid paying the bill as I accept it is my responsibility to check new insurance but I also believe a vendor has a role in telling someone they cannot take insuranceI believe a $is a fair settlement given the unethical practices of Quest

I reviewed Ms***'s invoice and found that all of the testing ordered was denied as either "non-covered" or "routine services not covered" Neither of these are limited coverage denials, which require an Advanced Beneficiary Notice (ABN) The ABN was provided for some of the
testing ordered as they could be denied by *** under "limited coverage", however they were not denied for that reason They were denied because they are simply not covered by *** and this is indicated in Ms***'s benefits under "non-covered services" and "preventative services" I am mailing an application for financial assistance to Ms*** to complete Depending on qualification, her invoice may be discounted or waived