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Tricore Reference Laboratories Reviews (27)

Complaint: [redacted]I am rejecting this response because:
I am pasting Tricore's response and I am typing my response in Bold font.
Account #1: Mr. [redacted] obtained laboratory services in April 2014 after which there was an outstanding balance related to the patient’s insurance deductible. TriCore sent billing statements to Mr. [redacted] on the following dates: 4/29/2014, 6/4/2014 and 7/9/2014 and received no response and no returned mail.
Response:  I called Tricore a week after blood work in April 2014.  I spoke with a customer service rep and told her that I wanted to update my address and phone number as I had moved.  I gave the rep my new address and phone number and she stated she updated her system with my information.  I called in late May 2014 and spoke with a customer service rep.  I stated that I hadn't received a bill yet.  The rep stated that sometimes the insurance lags and that perhaps they were regenerating a new bill for me.  Nothing was mentioned about my bill already being a month late.  No mail was ever received from business.  Remember, the only time you will ever get returned mail is if someone writes on the letter to return to sender.  Perhaps the current tenants didn't bother to do that.  That is why you shouldn't assume a customer got the invoice.
The account was sent to soft bad debt in August 2014. Additional statements were sent to Mr. [redacted] on the following dates: 8/26/2014 and 10/10/2014 and received no response and no returned mail.
Response:  Again, no statements were received from Tricore regarding this blood work.
The account was sent to bad-debt collections in November of 2014. Outbound telephone calls were made on the following dates:  5/07/2014 at 4:15pm, 6/10/2014 at 9:12am- message left, 6/27/2014 at 12:32pm and 7/30/2014 at 4:22pm
Response:  Again, no phone calls were received.  I am not arguing the fact that placed a call.  I agree they probably placed several calls.  However, they didn't call the right phone number on file which I initially called in to update them with in the first place. 
 3/23/2015 10:18am: Another customer service rep received a call from patient wanted to know if make the payment on the original balance because he could not afford to pay the collection interest.  Patient was advised that TriCore no longer had the accounts and payment arrangements must be made directly with the collection agency.    
Response:  This is partly incorrect.  I stated to the rep that I should not be paying interest fees and late penalty due to their error of not sending me the bills after calling them twice to correct the information.  Not wanting to pay something is different from not being able to afford it.  I called [redacted] and they knocked down the interest fees and late payments after explaining to them the situation and I paid the debt in full the next day.   They reduced late fees and interest by 50%. 
9/25/2015 9:34am: A customer service rep received another call from Mr. [redacted] stating that he is trying to buy a house and these two accounts are on his credit report. He stated he had paid collection agency. He stated that TriCore had an incorrect mailing address. The customer service rep verified address confirming the current address. The customer service rep told Mr. [redacted] that the bills were all sent to the current address and TriCore never received return mail from this address. The customer service rep called the collection agency and asked  if the collection agency could send a letter to Mr. Mr. [redacted] stating the charges had been paid so he could show his mortgage company. The collection agency agreed 
Response:  Tricore is still having a hard time comprehending this situation.  The rep I spoke to a couple of weeks ago stated she had no record of a different address for the last 2 years.  However she did state that they had an address of [redacted].  That is probably the address they were shipping to the whole time which I don't live at anymore.  She even stated on the phone that she did not see a history of me in the system beyond 2 years which doesn't make sense since I have used Tricore for at least over 5 years.  The Tricore Rep said she would call the Collection agency and get a letter from them saying the debt was satisfied.  I didn't want or need that.  We know the debt has been satisfied.  The point is that I shouldn't have this on my record being that I did my part to ensure it was followed up on. 
At this point, it just feels like a bunch of blame shifting coming from Tricore.  Here is what I think happened.  I believe when I first called in to update my address in 2014 that I was working with a newer employee on the phone.  I gave her my address, my new number.  She stated she updated the information.  That is hard for me to know that being that I am not viewing Tricore's computer system.  When I called back over a month later after not receiving anything, I spoke with another rep.  Additionally most of the reps I have dealt with are not the most friendly people in the world when you start asking questions.  Again, the address was supposed to be updated when I called back in.  She stated that sometimes the insurance company can take a long time to update Tricore on the bill.  So I waited patiently for the bill to come in.  I had called Tricore and updated them twice and I wasn't going to worry about it anymore.  I did my part.  Next thing you know, I am getting a collection letter in the mail from [redacted] saying I am 90 days past due.  That was the first one I had received.  Apparently  they did their research and found my newer address.  Once they found my address and phone number, I spoke to their business manager and got the debt paid in 1 lump sum.  I have the money to pay medical debts.  My payment history is good.  The debt was satisfied.  When I last spoke to a Tricore rep, all she said was that they had the correct address on file.  She stated it was [redacted].  That is the correct address.  She also stated they had an address years ago of [redacted].  Maybe the original bills were sent to that address instead of the correct one.  Maybe the first rep didn't update the system properly.  Maybe the tricore employees can edit accounts and permanently delete things thus giving them more weight when it comes to fighting things like this.  However, at the end of the day, I request a deletion letter from Tricore or the [redacted] to get this off my credit report.  It is amazing that I paid the amount in full once I was appropriately contacted from the collection company.   Bottom line is, I am a customer of Tricore.  Unfortunately I have had to use them since then for blood work.  They can say or argue what they want.  As a customer, I am telling them that I didn't get a bill in the mail for the 2 accounts.  They can say they called on 20 dates and sent 20 letters.  Do you think I trust their system?  The same system that didn't update my contact info the first time.  The same system that claimed they only had one address for me ever and 1 phone number and yet the last rep said I had another address.  Is it entirely possible that their billing department made a gliche or mistake and sent to the wrong address?  A little ironic that I paid off the debt in 1 payment to the collection company with some interest and late fees.  I am telling them that I did my due diligence and tried updating my contact info.  I work in a world where the customer is always right because they pay the bills and keep folks employed.  No one has called me from Tricore after complaints to the reps to help me resolve this situation.  The service on the phone has been less than stellar.  They don't care about customers.  There is a lot of misinformation going on.  Hopefully they can do the right thing this time.  I refuse to believe what their system says as I know it is already flawed. 
Regards,[redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Account#[redacted] Date of Service 06/27/2014 $173.19 Account was billed to Blue Cross Blue Shield (BCBS) on 6/30/2014 Payment was of $63.90 was received by BCBS on 8/11/2014 Patient was not billed until 4/13/2016According to TriCore's records, we initially received the incorrect insurance...

information which delayed filing. However, it was also determined that additional inquiries should have been made pertaining to the CPT codes. Because TriCore did not complete that investigation prior to Past Filing Limit, the account will be submitted for write off all remaining balance. TriCore contacted the collections company on 07/08/2016 and instructed them to cease collection efforts.

After repeating the investigation into this account, we were
unable to locate any incoming calls from Mr. [redacted]. All calls are recorded for
quality purposes. A representative was able to reach him on 03/23/15 and again
on 09/25/2015 using the same telephone number that was used previously. In
addition, the requisition used to order the testing on the dates of services in
question contain the current, correct contact information. This information
would have been the information used to create the bills.
We understand Mr. [redacted]’s position remains that he did not receive
any communications from TriCore, and that TriCore must have erred. However, our
records indicate we currently have and had at the time, accurate information. The debt was a valid debt.

TriCore Reference Laboratories' Business Office researched this patient's complaint and found the following: 4/22/2016- Account billed to patients insurance BCBS
5/2/2016- BCBS denied claim as patient could not be ID’d
6/8/2016- Patient was billed for charges...


6/21/2016- Patient called to see why she was billed was advised her insurance denied her claim.
7/7/2016- Patient called again to see why she was billed and was advised that her claim was re-billed.
7/12/2016- Nicki (BCBS Rep) called and said patient had BCBS Rhode Island and we would need to contact them
7/28/2016- Rec’d call from BCBS RI and they stated they did not have claim on file.
It appears BCBS RI did not have the patient’s correct last name on file. However, the claim was billed with both [redacted] and [redacted] and insurance is still not paying but we were unable to determine why it is not processing.12/15/2016- A call was made to BCBS and was told the patient is going to have to call BCBS RI and straighten out the discrepancy with her last name.
12/16/2016- We called the patient and she is very frustrated with both TriCore and BCBS. We let her know we’re trying to work with the insurance company however the issue is her last name. Per [redacted], she paid the account as she is trying to buy a house and does not want this on her credit report. [redacted] has been trying to resolve issue but has gotten anywhere. I let her know I will continue to work to try and resolve issue.

Account #1: Mr. [redacted] obtained laboratory services in April
2014 after which there was an outstanding balance related to the patient’s insurance
deductible. TriCore sent billing statements to Mr. [redacted] on the following
dates: 4/29/2014, 6/4/2014 and 7/9/2014 and received no response and...

no
returned mail.
The account was sent to soft bad debt in August 2014.
Additional statements were sent to Mr. [redacted] on the following dates: 8/26/2014
and 10/10/2014 and received no response and no returned mail.
The account was sent to bad-debt collections in November of
2014. Outbound telephone calls were made on the following dates:  5/07/2014 at 4:15pm, 6/10/2014 at 9:12am-
message left, 6/27/2014 at 12:32pm and 7/30/2014 at 4:22pm
 
Account #2: Mr. [redacted] obtained laboratory services in May
2014 after which there was an outstanding balance related to the patient’s insurance
deductible. TriCore sent billing statements to Mr. [redacted] on the following
dates: 5/28/2014, 6/4/2014 and 7/9/2014 and received no response and no
returned mail.
The account was sent to soft bad debt in August 2014.
Additional statements were sent on 8/26/2014 and 10/10/2014 and received no
response and no returned mail,
The account was sent to bad-debt collections in November
2014.  
Outbound calls were made on the following dates: 6/10/2014
at 9:12am- message left, 6/27/2014 at 12:28pm message left and 7/30/2014 at
4:22pm
All statements were sent to the following address:[redacted]
We have no record of patient ever calling TriCore or the soft bad debt agency concerning "missing" bills.
1/27/2015 4:29pm: A TriCore customer service rep received a
call from the collection agency to inquiring about the balances.  The customer service rep informed the
collection agency that the balances were due to patient’s deductible. The
collection agency was then going to inform the patient.
3/23/2015 10:18am: Another customer service rep received a
call from patient wanted to know if make the payment on the original balance
because he could not afford to pay the collection interest.  Patient was advised that TriCore no longer
had the accounts and payment arrangements must be made directly with the collection
agency.    
9/25/2015 9:34am: A customer service rep received another
call from Mr. [redacted] stating that he is trying to buy a house and these two accounts
are on his credit report. He stated he had paid collection agency. He stated that
TriCore had an incorrect mailing address. The customer service rep verified
address confirming the current address. The customer service rep told Mr.
[redacted] that the bills were all sent to the current address and TriCore never
received return mail from this address. The customer service rep called the
collection agency and asked  if the
collection agency could send a letter to Mr. Mr. [redacted] stating the charges had
been paid so he could show his mortgage company. The collection agency agreed

[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]

TriCore has reviewed the patient's account details and is able to work to resolve this complaint with the patient.  A member of TriCore's Business Office will contact the patient within the next couple of days with more information.

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