Quest Diagnostics

This matter has been resolved See attached

I am in receipt of your email dated September 12, regarding a complaint your office received from *** *** ***
Upon review, we were able to locate the payments in question They were received with *** *** referenced as the patient, not *** We are transferring
one payment to the open invoice and refunding Mr*** for the other

I am in receipt of your email regarding a complaint your office received from Mr*** According to the complaint, Mr***believes that his copay should be lower than the amount billed of $32.70.I've investigated Mr*** concern and have found that we are billing him exactly what
his insurance carrier, ***, has instructed us to bill him I would suggest to Mr*** to contact *** directly since he has questions concerning his deductible responsibilityMr*** can satisfy this balance bysigning on to our website www.questdiagnostics/bill

I reviewed Ms*** concerns and found her payment was located and applied to her invoice creating a zero balance on 4/25/

Complaint: ***
I am rejecting this response because:
The invoice
number for the bill I should be refunded for $is #***. A check was sent that the *** *** *** ** *** ** *** ***, refused to deposit in my account because the clerk said there was no routing number on the check. A new check or cash must be sent and I will take it to *** ** ***
Regards,
*** ***

Dear [redacted]
I am in receipt of your email regarding a complaint your office received from [redacted]  
Upon review, I found during data entry of the lab order into the Quest Diagnostics billing system, the patients address was incorrectly entered.  This error caused...

all invoicing to the patient to be sent to the incorrect address, which resulted in the patient not receiving any of the invoices.  This also caused the account to be sent to collections.  The collection agency was able to contact [redacted] and the invoice was promptly paid. The past due balance was not the fault of [redacted] and we do apologize for the mistake that caused this issue. The account has been closed with collections and the employee has been addressed regarding their mistake.
Sincerely,
[redacted]
Patient Advocate

I am in receipt of your email regarding a complaint your office received from [redacted].
Upon review, I found we submitted [redacted]'s invoices to Connecticare under identification number [redacted] and the claim was denied indicating she was not covered on the date of service....

 If there is another identification number or insurance plan we should have billed, please let me know.

I am in receipt of your email regarding a complaint your office received from Ms. [redacted].  
It seems her husband provided his credit card as part of our "Easy Pay Program”.  The Easy Pay Program allows patients to provide their credit card information at the time of service so that...

if they have a co-pay/deductible, the card can be charged and the patient will not be billed.  The maximum debited is $60.00, and any balance over that would be billed to the patient directly.  In addition, the card is not debited until a response is received from the insurance carrier.  It is also not held while we wait to hear from the insurance carrier.  If the services are paid in full, the card is not charged and the credit card information is destroyed.    The Easy Pay Program is optional and not required to have testing performed.  It is our policy to ask for the credit card at the time of service. If Mr. or Mrs. [redacted] do not wish to provide their credit card, they can decline doing so and will still be able to have their testing performed.
If you have any further questions or concerns, please let me know.

I am in receipt of your email regarding a complaint your office received from Mr. [redacted].
Upon review, I found Mr. [redacted]'s specimen was collected by his physician and sent to us for processing.  We performed the testing ordered and results were reported.  Therefore, payment is...

due for these services.  Medicare denied the testing as "Not Covered" and Mr. [redacted]'s responsibility.  
Quest Diagnostics provides pricing upon request.  It is the patient's responsibility to verify their benefits with their insurance carrier or inquire about pricing with the provider prior to having services performed. If there was a concern, this should have been discussed with his physician at the time of service.  
Our records indicate we received secondary insurance information and the claim is being submitted for consideration.  At this time, Mr. [redacted] is not being billed as we await Medicaid's response.

Complaint: [redacted]
I am rejecting this response because: There was no deductible with lab works associated with routine doctor visits after copayment was made with the doctor's office. Also, I already met all deductibles since May 2013.
Regards,
[redacted]

I reviewed Ms[redacted]'s invoice and found we billed her insurance with the four diagnosis codes the referring physician provided.  The insurance responded denying the services indicating they are not covered for her diagnosis.  If she feels her physician misdiagnosed her, she would need...

to contact them directly and they would need to contact Quest Diagnostics to correct their error.  There is no record of the physician contacting us to indicate what they provided was wrong.

Complaint: [redacted]
I am rejecting this response because:
I need the following:
1.) A paper letter, on letterhead, sent to my home address stating that the bill was sent, in error, to the wrong address for two years, and then went into collections because I never received the invoices. This letter needs to be sent to:
[redacted]
(AN ONLINE LETTER WILL NOT SUFFICE.)
2.) A copy of the bill sent to the address above, not the address at [redacted], where I've never lived.
Once these two conditions are met, I will declare the complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted]: Please provide me with the name of the referring physician, [redacted] date of birth and the email associated with her MyQuest account where she would receive results.  Also, please verify the date of service in question is 6/29/16 Thank you,Maegan M[redacted]

Thank you for providing me with the examples I requested.  Upon review, I found the errors occurred at our Patient Service Center.  The staff incorrectly chose to bill the doctor's account instead of the insurance.  We are providing additional training to the staff.  The accounts...

have been corrected and charges have been billed to the patient's insurance plans.  In addition, we requested the doctor's account is restricted so that patient's services cannot be billed to their office going forward.

[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 [redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because: Why in God's name would I accept financial responsibility for over $670.00 in blood tests when I was originally told my debt would be $70.00!  I HAVE never received the installment  papers the employee of Quest said she was mailing!

[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 [redacted], and find that this resolution is satisfactory to me.

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.

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

My response indicates I will, not that I have.