ReproSource Fertility Diagnostics, Inc.

Dear Complaint Examiner:ReproSource spoke with the patient at 2:45pm this afternoon, after our initial response below; we were able to clarify and answer the patient’s questions satisfactorily with regard to the statement she received. Please feel free to respond to this email should
you have any questions or require further information regarding this case.Thank you.ReproSource Fertility Diagnostics, Inc.Complaint #: ***Filed: 08/23/2016Dear Complaint Examiner:ReproSource Fertility Diagnostics, Inca clinical reference laboratory who performed diagnostic services for the customer/patient that registered this complaint. We were authorized to perform this testing and bill her insurance via her signature on the test requisition form that accompanied the specimen that was sent to ReproSource by her physicianThe specimen was collected on July 7, and was received and tested by ReproSource on July 12, 2016; the results of the testing were also provided to the referring physician’s office on July 12, 2016.ReproSource is not in-network and/or contracted with this patient’s insurance. Her insurance processed the claim and assessed the patient out of pocket responsibility at $ReproSource proactively provided the patient with a prompt payment discount opportunity that reduced her responsibility to $This prompt payment discount is indicated on the statement that was sent to the patient on August 18, 2016. In order to assist patients to match the terminology on our bill to the Explanation of Benefits (EOB) they receive from their insurance, ReproSource prints the Current Procedural Terminology Codes (CPT codes) submitted by ReproSource to the patient’s insurance on the patient’s billThis is a standard medical billing practiceThis patient should have received an (EOB) from her insurance company dated August 5, referencing Internal Control Number (ICN) ***, that EOB should provide details of the charges by CPT code and summary of the payments and responsibilities.We understand that it can be quite difficult to interpret medical billing and insurance adjudications, and we invite this patient to contact ReproSource directly so that we can answer any questions that she may have about her billWe can be reached directly by calling ###-###-#### option for the Reimbursement/Billing department.Thank you.ReproSource Fertility Diagnostics, Inc

Complaint #[redacted] filed on 11/28/2017 by [redacted] ReproSource values their patients, and we take these disputes extremely seriously and investigate each one thoroughly before responding.  ReproSource apologizes for any miss communication concerning the patient’s account...

payment.  The patient’s account was filed with her insurance company.  The insurance company automatically forwarded to the billing information to the patient’s HSA account.   The HAS account paid the billed charges in full ($487.00).  The patient’s spouse had called ReproSource on 11/27/2017 stating he had thought the charges were to be $75.00.  On 11/28/217, our Customer Service Supervisor spoke with the patient’s spouse and explained the HSA payment and communicated to him a refund check would be mailed to them.  The refund check has been sent to the patient for $452.00 ($487.00 minus the $35.00 patient responsibility) on check # [redacted] on December 1, 2017.   We are very sorry for any misunderstanding the patient and her spouse may have received.  Please let us know if this complaint is closed or if you need any additional information from us.  I am also sending a copy of this message to the address on the complaint. Thank you, [redacted]

Complaint #[redacted] filed on 11/28/2017 by [redacted] ReproSource values their patients, and we take these disputes extremely seriously and investigate each one thoroughly before responding.  ReproSource apologizes for any miss communication concerning the patient’s account payment.  The patient’s account was filed with her insurance company.  The insurance company automatically forwarded to the billing information to the patient’s HSA account.   The HAS account paid the billed charges in full ($487.00).  The patient’s spouse had called ReproSource on 11/27/2017 stating he had thought the charges were to be $75.00.  On 11/28/217, our Customer Service Supervisor spoke with the patient’s spouse and explained the HSA payment and communicated to him a refund check would be mailed to them.  The refund check has been sent to the patient for $452.00 ($487.00 minus the $35.00 patient responsibility) on check # [redacted] on December 1, 2017.   We are very sorry for any misunderstanding the patient and her spouse may have received.  Please let us know if this complaint is closed or if you need any additional information from us.  I am also sending a copy of this message to the address on the complaint. Thank you, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
Regards,
[redacted] There is a lot of misinformation in the business review, and that is simply unacceptable. Instead of returning the money and apologizing, they wish to continue to make excuses for themselves. 1. As any medical services provider, they know very well with which insurance they are in-network, and which - out-of-network. They know they'll be denied any claim with my insurance, they don't have a contract with my insurance, and my insurance has zero obligation to pay them. And they also very well know that insurance will then pass the cost back to me. That is HOW INSURANCE WORKS! And they still submitted the claim for $487, despite all of this info, and they charged our HSA for $487, well above what I authorized them to charge. 2. When my husband spoke to their rep ([redacted]) on the phone, and then again in my email conversation, she said they will review the bill, and IF they decide in our favor, they'll refund, and most importantly, the whole thing will take SIX TO EIGHT WEEKS! Yet they were very quick to take the $487 despite my authorization for only $35-75. 6-8 weeks is unacceptable timeframe. This continued blame-the-patient attitude and continued excuses of their fraudulent billing practices is unacceptable. I reject the business response. I'm guessing expecting an apology from them is too much to hope for at this point, but if they do not return the money, they will be facing legal action.

December 13, 2017 Complaint #[redacted] filed on 11/28/2017 by [redacted] ReproSource values their patients, and we take these disputes extremely seriously and investigate each one thoroughly before responding.  ReproSource apologizes for any miss communication concerning the patient’s account payment.  We have sent refund checks to the patient for $452.00 and another check for the $35.00 Patient responsibility.  We do truly apologize for any hardship of inconvenience this may have caused our patient. Please let us know if this complaint is closed or if you need any additional information from us.  I am also sending a copy of this message to the address on the complaint. Thank you, [redacted] Director of ReimbursementReproSource Fertility Diagnostics, Inc.[redacted]