Quest Diagnostics

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 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 $15 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 9/23/14.  
  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 ..."

[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 would appreciate if the patient advocate can look into the bills for my husband [redacted] . [redacted] (born 1979, same address as mine) which I received yesterday stating that [redacted] denied coverage and we got a bill that says we need to pay it. I received an EOB from [redacted] and it does not state I am responsible for the balance and that they paid their responsibility. If they like I can open another Revdex.com complaint if that makes it easier for them. Thank you for your assistance in dealing with my 5 invoices from Quest. I hope not to have these continued issues in the future.

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.

Upon review I found we submitted the charges for services performed 7/1/15 to [redacted] and it was rejected on 7/14/15 due to an invalid date of birth.  We did a search in our system for prior services and found [redacted]  We submitted the claim to that provider...

and it was rejected as well due to the identification number was not found.  On 8/1/16 the invoice was assigned to on of our agencies for recovery.  ON 8/8/16 [redacted] informed us that the charges should be covered by [redacted] and [redacted] was his primary insurance.  We informed him via email at that time that [redacted] denied the claim.  On 8/23/16 he left a voicemail regarding the same concerns.  His call was returned leaving a message advising him that he needed to contact [redacted] to determine if he was covered by them on the date of service and verify they have the correct date of birth on file as they are rejecting the claim.  Sincerely,Maegan M[redacted]

I am rejecting this response because: each and every time I go to the Quest Labs a copy of my card is taken and scanned. I find it hard to believe that Quest would not have a number for [redacted] given the amount of times I have had my card copied. But since Quest does not seem to keep their information organized (given the fact that you were able to find an address and an ID number of the same card that has the phone number and submit a hard copy claim) I will provide the number again and expect to have this matter resolved. In addition, I was surprised when they rep I spoke to was against calling [redacted] to find out what information was missing given that I believe I called a billing question number. This is a repeated problem I am having to deal with and maybe Quest should add the number for [redacted] since they seem to have communication issues and I do not know which one is telling the truth since [redacted] claims they did send denials with explanations and what needed to be corrected to have the claim resubmitted and paid.

Check #[redacted] payable to [redacted] dated 8/21/14 in the amount of $40.00 cleared 9/2/14

I am in receipt of your email regarding a complaint your office received from [redacted].  
Upon review, I pulled a copy of the order Ms. [redacted] brought to our Collegeville, PA Patient Service Center.  I found the diagnosis code provided by Dr. [redacted] was invalid (not enough digits)....

 A request was sent to Dr. [redacted] after testing was performed for a valid diagnosis code.  They responded with a code and the services were billed to Blue Shield.  Blue Shield responded applying $38.65 to Ms. [redacted]'s annual deductible.  We billed Ms. [redacted]'s credit card based on the pre-authorization she provided at the time of service.  If an email address is provided, an email is sent 24 hours prior to charging the credit card, as a notification to patients.  If she provided an email, a notification would have been sent.  On 8/1/14 we received an additional diagnosis code from Dr. [redacted]'s office and we submitted this information to insurance for reconsideration of the claim.  They responded on 8/13/14 making a payment of $21.00 and leaving Ms. [redacted] responsible for $17.65.  A refund has been ordered to be put back on Ms. [redacted]'s credit card in the amount of $21.00.  She should see this on her next month credit card statement.
At know time did we bill her insurance with false information.  All information billed was received from Dr. [redacted]'s office.  It is our policy to ask for a credit card at the time of service for any services that may not be covered by insurance.

Dear [redacted]
I reviewed [redacted] invoice for services performed on 10/14/13 and found $18.34 was applied toward his deductible per [redacted] claim # [redacted].  No payment from [redacted] was received.  If he has an Explanation of Benefits that indicates something...

different, please provide me with a copy. 
Sincerely, 
[redacted]
Patient Advocate

Please advise if the patient received her results or not?  I do not see any follow up from her on the 16th.

Dear Ms. [redacted]:I spoke to Mr. [redacted] on Friday and told him that his physician provided more than one diagnosis code.  One of the codes provided is for "Routine Services", however the other three are diagnostics.  I ordered a corrected claim that references the routine diagnosis first...

and will submit to his insurance for reconsideration.  We are unable to remove the diagnostic diagnosis codes from the claim as these codes were provided by his physician and only the physician can determine what diagnosis codes are appropriate for the services ordered.  the invoice is on hold while we await the insurance carriers response to the resubmission.   Sincerely,[redacted]

I reviewed Ms. [redacted]'s account and found we billed Medicare with the diagnosis codes her referring physician provided.  Medicare denied $434.43 of the testing performed.  Ms. [redacted] was informed prior to having the services performed that Medicare would not cover the tests in...

question.  She agreed to have the testing performed and accepted financial responsibility for the testing.  As a courtesy, we reduced the charges to the Medicare rate of $74.91.  If an error was made by her physician's office in providing incorrect diagnosis information, the physician would have to contact us to correct their mistake.  We do not solicit payable diagnosis codes just so the claim can be paid.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Quest Diagnostics regarding complaint ID...

[redacted].
Regards,
[redacted]

Dear Ms. [redacted]:Please provide me with the invoice number in question so that I can investigate Ms. [redacted] concern.Sincerely,[redacted]Patient Advocate

I am rejecting this response because: This policy is unethical and has been made illegal in many states.  Hopefully it will be banned in NYS as well.     Please remove the charge from my account, it is invalid, I did not agree to this charge.

I reviewed Ms. [redacted]s invoices and found we accepted a contractual discount on each invoice.  Invoice # [redacted] was billed at $217.78.  We accepted the discount of $119.74, bringing the balance due to $98.04.  Invoice # [redacted] was billed at $1815.30.  We accepted the...

discount of $1009.35, bringing the balance due to $805.95.  These amounts were applied to Ms. [redacted]s deductible.  Quest Diagnostics has not been contracted with her insurance since 2007, however, members continue to chose us for their laboratory services and we continue to accept the discount when provided.  It is the patient's responsibility to verify their insurance benefits prior to having services performed.  If Ms. [redacted] would like to be set up on a payment plan, please let me know.

Dear [redacted]
I am in receipt of your email regarding a complaint your office received from [redacted]
Upon review, I found a refund to [redacted] credit card was ordered yesterday.  It should appear on his next month's statement.  I've informed the...

Manager of the delay and they are addressing it with the staff.  Please extend my sincerely apologies for the lack of Customer Service [redacted] experienced.
Sincerely, 
[redacted]
Patient Advocate

Dear Ms. [redacted]:Our records indicate [redacted] from Ms. [redacted]'s insurance called our Billing Office on 6/9/16 regarding their payment.  It was found that the check they had sent to us was not cashed.  [redacted] informed us that they would be placing a stop payment on the check and reissuing a new...

one.  We placed the account on hold with collections pending receipt of the new check.Sincerely, [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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I call  [redacted] and spoke to insurance representative [redacted] and he told me they will cover the bill but first they need paper work form Quest. the test was done in doctors office and only sample was send to quest. and what is the reason they denied coverage.  
Regards,
[redacted]