Quest Diagnostics

My response indicates I will, not that I have.

I am in receipt of your email dated 4/16/15 regarding a [redacted]laint your office received from Ms. [redacted].With [redacted] a general estimate of patient responsibility comes up at our Patient Service Centers to provide members.  This is not available to UHC members as we are unable to determine the...

estimated responsibility.  It is the patient's responsibility to verify their benefits prior to having services performed.  Pricing is available upon request for patient's who determine their insurance will not cover their services and they will be responsible.  We do not offer settlements, however we do offer a payment plan which Ms. [redacted] has taken advantage of.  We also have a Patient Financial Assistance Program she can apply for.  Depending on qualification, her invoice may be discounted or waived.

I apologize, my previous response was incorrect. I was able to find [redacted] on our list of insurance carriers and verified Ms. [redacted]'s coverage through their eligibility file.  All claims have been resubmitted properly as of 4/17/15 and we are awaiting their response.

Dear [redacted]
We have sent a letter and an invoice per [redacted] recent request.  She should receive them within the next few days.  We are closing this matter.
Sincerely,
[redacted]
Patient Advocate

Our records indicate we billed the balance to [redacted] on 9/12/16 & 9/29/16.  It appears in most instances [redacted] secondary insurance is billed after the primary responds, however in a few instances the secondary information didn't come through which caused a bill to release...

to [redacted] prior to the secondary being billed.  At this time we are awaiting [redacted] response. Sincerely, Maegan M[redacted]

[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 will once again contact the physician's office for the 4th time.

[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, upon receipt of revised billing statement.

Please fax the request for information to Dr Sarah M[redacted] again at the correct fax number of: [redacted] This...

is a new office. The reason she did not answer as the prior practice decided to stop accepting pediatric patients. Therefor you were contacting her at the wrong number. Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[redacted]Upon review, I found the physician provided one diagnosis code on the order which was V700.  This code is an ICD-9 code which became invalid on 10/1/15 according to Centers for Medicare and Medicaid Services (CMS).  Our records indicate [redacted] from Dr. [redacted] office...

contacted our office on 5/13/16 and provided two ICD-10 codes.  Ms. [redacted]' invoice was resubmitted to [redacted] for reconsideration with this updated information.  At this time we are awaiting their response.  [redacted]

Dear Ms. [redacted]:Upon receipt of your email we contacted Mr. [redacted] insurance and verified they denied test code [redacted] as benefits max was reached for the time period.  This means too many of these tests were done within a specific time period which is not covered by his insurance.  The...

reference number given by his insurance for our call is [redacted]  We had billed Mr. [redacted] insurance in April 2014 under the incorrect insurance identification number that was provided to us by the referring physician.  We obtained the correct id # in February 2015 and resubmitted the charges to [redacted] for processing and they responded in April 2015 informing us of Mr. [redacted] responsibility. Sincerely,[redacted]Patient Advocate

According to Ms. M[redacted], she was promised a refund and a transfer of your laboratory charges to your insurance carrier, Cigna on August 28, 2014 when she contacted our
Customer Service Department.  We reviewed her invoice and found neither the refund nor the transfer was...

completed.  I spoke to the Director of the Billing Department who personally made sure that her credit card was refunded today.  The tracking number assigned to her refund transaction on her Visa credit card is #[redacted], and it was processed on 10/17/2014 at 12:02 pm. 
 
In addition, she counseled the representative responsible for processing your refund.  Please forward Ms. M[redacted] our sincere apologies and assure her that we have transferred her claim to Cigna and will follow up to ensure Cigna acknowledges receipt of the claim.

I spoke to [redacted]i yesterday and faxed her copies of the documents showing her husband ordered both the BMP and the CMP.  He may have ordered one in error, however the test was ordered and performed. Sincerely,Maegan M[redacted]

Our records indicate we did not receive additional payment from the insurance carrier until 9/23/14.  At that time an over payment was created on the account and a refund of $15.00 was ordered.  The refund was processed on 10/1/14 and check # [redacted] for $15.00 released to the...

patient on 10/3/14.   
We consider this matter resolved.

Attached is the application that was mailed last week.

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

Dear [redacted]:I am in receipt of your email regarding a complaint your office received from the [redacted]'s.  Upon review, I pulled a copy of both orders and found a copy of their Anthem insurance card was attached.  Nowhere on the card does it indicate claims should be filed to [redacted]...

[redacted].  This is why we billed Anthem.  Our records indicate we received a request from Ms. [redacted] to bill both accounts to [redacted], which we did.  Both accounts reflect zero balances at this time.Sincerely,[redacted]Patient Advocate

A copy of the bill was mailed to Mr. [redacted] on 9/26/14.  I apologize the collection site was unable to provide him with a copy.

Dear  Ms. [redacted]: I reviewed Ms. [redacted] order and verified the physician did order the additional test we performed.  The test in dispute is a Lyme test which was marked off on the physician's order as Immunblot.  Immunblot is the methodolgy.  The staff at our Patient...

Service center contacted the physician's office and verified the testing they wanted and it was the Lyme test.  Any further questions about the testing ordered should be directed to the ordering physician.  Payment remains due. Sincerely,Maegan [redacted]

I am rejecting this response because:I contacted them on December 22, 2014 and was...

promised a print of my results.  No action.  Contacted them again on January 29, 2015, no one could find any action taken, it had been "escalated as high as it could go" and the rep claimed there was nothing she could do, call back in a week.  Called back on February 5, 2015, but it was after the supervisors had all gone home, but [redacted] ordered another print - why that couldn't have been done when it was originally promised, no one can answer, and why the second request wasn't submitted in January 29th hasn't been answered either.   Called back on the 6th, the request had just been submitted that morning (probably because the after-hours timing of the input), and I was told 2-3 WEEKS before I would get it.  No one cared to call back until I called and asked for their city so I could accurately enter this complaint.  Then [redacted] called at 1:18 my time on the 6th, and promised she would see what she could do to expedite it, and said she would call back no later than Monday the 9th to give me a status update.  I called 2-10-15 at approximately 2:41 pm my time, could not talk to [redacted] promised to leave a message to have her call me, as of right now (9:12 am 2-11-15) I have received NO call back.  You can see from the bare bones response, no acknowledgement of the calls I've made, or the promises I've been given.  Their customer service is non-existant - customer frustration is the order of the day.  You cannot talk to anyone but the person you managed to get on the line, you cannot get a time frame as to when a supervisor will call you back - at THEIR convenience!!  Even when a call is promised, it does not happen.  I will wait until Monday, February 16th.  If the report has been delivered, I will close this complaint, if not, I will see what my next options are.  It should not take a complaint to the Revdex.com to get a simple print out.

Dear [redacted]
Please provide me with the invoice number in question so that I can investigate. I am unable to locate a bill for [redacted] from March 2014.
Sincerely,
[redacted]
Patient Advocate