Dandridge Water

Complaint: [redacted]
I am rejecting this response because: I found their methods irrational and my only conclusion remains that the runaround imposed on the patient fits the pattern I see practiced with almost every health care provider and that is use any mean to makethe patient sick or sicker and then reap the profit that follows for attending to their ills.To start like most providers Quest offers discounts per income category and determines the percentage of discount, it is irrational to ask patient to inform Quest billing department of the percentage discount that Questhas determined, what give them right to ask patients do chores on Quest behalf especially as the task involves hours of runaround as quest admits "we have been experiencing higher than normal call volume" and what preventsone Quest department to inform Quest billing department of the discounts, by electronic mail or any other kind of quest's internal mail?"We've reviewed [redacted] invoice and there is indication that he applied for our Financial Assistance Program.  Please provide me with a copy of the letter he received so that I can investigate this further."Why can not she obtain a copy herself, is it just incompetence or patient abuse and waste of patient time is embedded in their protocols? "In regard to the wait time to speak to someone, we have been experiencing higher than normal call volume" another lame and stupid excuse, just have the discounts you determined emailed to Quest's billing department and stop creating complications. A copy of Quest's letter is enclosed.
Regards,
[redacted]

Dear Ms. [redacted]:Upon review, I found we received two orders from Dr. [redacted] for Mr. [redacted] for 12/5/15.  We are transactional, therefore, each order is invoiced separately.  One order was for testing totaling $381.11 (invoice # [redacted]).  Mr. [redacted]'s insurance...

processed these charges on 3/24/16 leaving him responsible for $25.44 and he paid that via credit card on 3/31/16 creating a zero balance.  The other order was for testing totaling $229.30 (invoice [redacted]).  Mr. [redacted]'s insurance processed these charges on 4/14/16, leaving him responsible for $16.00.  This amount remains due.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. Hopefully the invoices get billed correctly moving forward, to include all the invoices billed to the incorrect insurance.   Thanks, [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.  Could Quest send me a direct email contact, so I can address any future concerns with this invoice with them without utilzing Revdex.com?  They can send that info directly to my email, [redacted]
Thank You,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is insane. Check the video recording you might have, and tell me what threatening I gave you. You guys are lieing. I was thinking that you people will apologize for your behavior but you want to go through a legal procedure. If I do not get apology then this case will handled in court.
Regards,
[redacted]

Dear [redacted]A thorough investigation was done at the time of incident and three patients who were witness to the situation were contacted and interviewed.  It was verified that our staff was threatened by [redacted] which caused the police to be called.  He was escorted out and asked...

not to return due to his behavior.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. However, I would like to clarify that my insurance coverage at the time of service was  [redacted] private insurance and not a government plan. I received the misinformation at the Quest facility at the time the service was provided. Thank you for your assistance with this issue.

Dear [redacted] was asked for a credit card at the time of service as part of our "Easy Pay" program.  This is a standard policy where depending on the insurance the patient has (in this case [redacted], the patient is asked to provide a credit card to "Pre-authorize" the out of...

pocket [redacted] states he will have.  This data is received from [redacted] directly and is not an estimate.  If the patient does not have a credit card to provide, they will not be turned away.  However, they will be asked for a credit card every time based on what [redacted] provides us when the services are inputted.   Sincerely,Maegan M[redacted]

The insurance check was not received until 9/9/16.  I believe the check was sent in his mother's name who is the policyholder of his insurance plan.  I've requested a stop payment on the check and for it to be reissued under his name.

Dear Ms [redacted]:I have reviewed all six of Ms. [redacted] accounts and cannot find payment on three.DOS            Invoice #     Amount Due     Amount Paid      Date...

Paid7/22/15    [redacted]       $8.96             0.007/8/15      [redacted]      $11.70            0.006/15/15    [redacted]      $6.42              0.006/8/15      [redacted]      $6.42              $6.42          ...⇄ 7/6/15   2/17/15    [redacted]      $201.52          $201.52          3/31/151/19/15    [redacted]      $136.23          $136.23          2/18/15 Please send me a copy of the front and back of the cancelled check or checks for the three open invoices.  According to the notes on the account, Ms. [redacted] was to provide us with this documentation, however, to date we have not received it. Sincerely,Maegan [redacted]

Accordingly, [redacted] claims she has been consistently billed for full charges prior to the insurance carrier being billed for laboratory services.I have investigated her concerns and found that she had services rendered in March of 2016.  On March 15, 2016, we received an electronic...

requisition for laboratory services and it failed the electronic interface.  On March 24, 2016, we received a handwritten requisition for laboratory services and it was billed directly to [redacted]  On September 26, 2016, once again, we received an electronic laboratory order and it did not meet the electronic interface parameters.  The electronic interface eliminates the need to key in the billing information.   The billing information should properly populate and bill out to the appropriate insurance carrier automatically.  We appreciate that you alerted us to this failure.  We will review our electronic interface parameters for this client and attempt to resolve the issue.Quest Diagnostics invoices our patients for all valid copay or deductible responsibility or to secure insurance information.  In [redacted]’s case, we requested that [redacted] file the claim directly to her insurance carrier.  Please see the message that was included on [redacted]’s bill of September 29, 2016.   These charges are for tests ordered by the referring        physician listed.  We are unable to file this claim directly with your insurance carrier.  Please attach this invoice to one of your completed insurance claim forms and mail        directly to your insurance carrier.  Thank you for using    Quest Diagnostics. As you can see, we did not ask [redacted] to pay for the laboratory services rendered on September 26, 2016.  Currently, [redacted]’s claim has been billed directly to Aetna.  We confirmed with [redacted] that her claim was successfully filed to Aetna in response to her e-mail to our billing department on October 25, 2016.If [redacted] would have any further questions or concerns, she can call our customer service number which is published on all Quest Diagnostics invoices.  The customer service number is 1-800-631-1388.  [redacted] can always contact a manager, Michele Ingrassia, at 201 288 3676.Again, thank you for taking the time to write to us.  Hearing from our customers helps us to ensure that we provide excellent customer service as patients are at the center of everything we do.

Good morning [redacted]Thank you for contacting Quest Diagnostics.  Please be assured that we take contacts very seriously.  It is the policy of Quest Diagnostics to thoroughly investigate each complaint. Please be advised that your payment of $10.35 was posted to your invoice...

[redacted] on 11/14/17. The balance is now zero, you can be assured that nothing have been reported to the credit bureau and your credit has not been affected in anyway.I apologize for the delay in posting your payment.Sincerely,MicheleMichele L[redacted] | Optum360 Customer Experience/Patient AdvocacySupporting Quest Diagnostics

“In reference to the BBC Complaint for account / invoice # [redacted] for [redacted] The patient is stating below that she was not aware of the outstanding amount due and when she discovered she had a balance due, she paid it. Her complaint is stating we did not have her correct...

information/address. Per the lab requisition from All Care for Women we were provided the address of [redacted] This is the address on the Quest Diagnostic’s statements.  Quest Diagnostics sent the bill to her Insurance carrier and it processed leaving the patient a $261.50 deductible amount that was due from [redacted] Quest Diagnostics sent the patient five statements dated 01/04/2017, 01/31/2017, 02/27/2017, 03/30/2017, and 04/27/2017 We are not showing any response from Krystal in our billing system and the bills were not returned as a bad address or return to sender. The account was placed with CCS agency on 6/2/17 due to non-payment on the balance due. [redacted] contacted Quest Diagnostics on 08/18/2017 and stated she was upset about her credit report being damaged and advised us she paid the amount due to the agency CCS. She did not mention that we had an incorrect address.

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]

Dear Ms. [redacted]:According to Mr. [redacted], our representatives did not follow-up on securing the correct information from his physician, Dr. [redacted], and the claim was not properly filed to his insurance company.I have investigated these concerns and pulled the original order from Dr....

[redacted] and found that there was no diagnosis information provided on the order. In order to properly file the claim to insurance, diagnosis information is required.  I also found that on April 29, 2016 the insurance carrier contacted our billing department requesting our fax number to provide it to the physician's office.  On May 16, 2016 we finally received diagnosis information from the referring physician's office and updated the information into our billing system.  Unfortunately, when this information was added our representative did not properly transfer the invoice back to insurance status but did mail a hard copy to insurance for consideration.  This caused the invoice to continue to bill to Mr. [redacted].  This issue has been resolved and the invoice was properly put in insurance status.  We contacted [redacted] and verified they adjudicated the claim and paid $134.67 with no member liability.  Once payment is received, the account will reflect a zero balance.  Should Mr. [redacted] have any further questions, he can contact the billing Manager, [redacted]Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:On 4/25/16 I spoke with [redacted] and they stated that they rejected the bills because they were duplicates. They sent a request for new bills on 12/31/2015 for Quest to send proper bills but have not received a response. On 4/25/2016 I asked [redacted] to contact Quest for yet another non-duplicate bill.  [redacted] told me they were then sending it back, again, for further review and possible adjustments.  [redacted] reference number is [redacted].  I was on the phone withe [redacted] for 59 minutes and Quest for 30 minutes on 4/25/2016 (I was on hold twice with Quest and disconnected both times).
Conversations and reference numbers so that Quest can contact [redacted] to get this resolved:5/9/2015[redacted] at [redacted] ref #[redacted] at [redacted] ref # [redacted]FL [redacted] branch had bills and rejected them with code 11.  Spoke with [redacted] at [redacted] who told me that the claim was combined with another claim. [redacted] contacted Quest to get new claims. Ref [redacted] Phone [redacted].12/31/2015[redacted] ref #[redacted] (65 minutes on the phone). They spoke with [redacted] at Quest and all was being taken care of.2/20/2016Quest double billed [redacted]. I spoke with Quest and they cancelled the repetitive bill. They have embarrassed us at Quest when we have gone for bloodwork and loudly told us, in front of other clients, that we have not paid and cannot have blood drawn!  It has been over a year and this is still not resolved. I have called and wasted over 4 hours on the phone.  If there is anyone at Quest who can resolve this with [redacted], please send me your name and contact information to [redacted] or call me at [redacted].  
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]

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]

Dear Ms. [redacted]:I contacted [redacted] per Ms. [redacted]'s request and found she had been working with Ms. [redacted] on services performed by [redacted], not Quest Diagnostics.  I then contacted [redacted] and spoke to Dr. [redacted]'s nurse [redacted] who provided me with the ICD-10 code for the services Quest Diagnostics performed on 4/8/16 and it was the same code we already billed to insurance.  There are no other diagnosis codes for Quest to submit to her insurance for reconsideration.  Payment remains due by Ms. [redacted] in the amount of $117.37.Sincerely, [redacted]

Dear [redacted]   Thank you for contacting Quest Diagnostics regarding your invoices.  I am so sorry for the frustration and inconvenience this has caused, in addition to the time you have had to spend in resolving the matter. Thank you also for reaching out to your physician’s office to...

have her update her state registration to [redacted].  Upon review, Quest was able to update the information in our system just last week.     The Billing Manager has personally resubmitted all of your invoices to [redacted] of [redacted] for processing.   Please disregard any invoice you have previously received; if there is any patient responsibility, you will receive updated invoices.    Sincerely,   Kate