Dandridge Water

Thank you for your email dated 6/30/15, regarding a complaint your office received from Mr. Eric Matthew [redacted].Fist, please extend my sincere apology to Mr. [redacted] for the less than excellent Customer Service he experienced at ou[redacted].  I've informed the Manager of...

this location of his experience and they are addressing this with the staff.

[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, it took many calls over two months to get this resolved. This is unacceptable and certainly not patient centered. There is absolutely no communication between the client services department and the patient billing department. If Tracey hadn't taken ownership of this, nothing would've been corrected. I would add that although this was ostensibly corrected in January, the physicians office called Quest multiple times only to be told they needed to submit the request again. They did so in February. So, Quest gave incorrect information multiple times to both myself and the physicians office. 
Regards,
[redacted]

Our records indicate the referring physician's office provided the incorrect billing information to Quest Diagnostics causing Mr. [redacted] to be billed.  They have since contacted our office and requested we bill them for the services.  Please inform Mr. [redacted] that the charges have been...

removed from collections and billed to the physician.

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]

Dear [redacted]Thank you for contacting Quest Diagnostics regarding your invoice [redacted]  We billed your insurance with the information provided by your physician.  Please contact your physician's office regarding your denied claim.  If they have additional information they would...

like to provide regarding your claim, please have them contact Quest directly and we will resubmit your claim to your insurance.  I have placed your invoice on a 30 day hold to allow you time to contact your physician's office.   Sincerely,Cecilia

I found [redacted] did not update the invoice number when making his payment online, therefore, his payment of $8.68 was received under invoice [redacted] for date of service 6/3/16.  This caused an over payment on that account.  We refunded him this payment and he cashed the check on...

10/19/16.  No payment has been received to date for invoice # [redacted] for services performed on 5/14/16.Sincerely,Maegan M[redacted]

Complaint: [redacted]
I am rejecting this response because: It is not my fault I did not receive any of the above mentioned invoices. My doctor and insurance company both have my correct address. Not to mention the fact I was unaware that my OBGYN sent anything off to the lab for tests; it is not something I asked for or approved. I have been at my new address for 14 months and I am sure that any forwarding mail has also come to a stop. They are trying to put this responsibility on me and I am not going to accept it.  And them saying I did not inform them of the address change when I called to complain is a bold faced lie. The individual I spoke too told me she had [redacted] as my present address and they were never notified of an address change. This company deserves every complaint it receives and I will NEVER use their services again.
Regards,
[redacted]

I pulled a copy of the physician's order for 8/11/14 and found the instructions were to bill the patient.  There was no insurance information provided. We billed Ms. [redacted] on 9/10/14.  she responded with Blue [redacted] and we submitted the charges to [redacted]...

[redacted] on 11/6/14.  On 11/12/14 we received a denial from [redacted] (claim # [redacted]) indicating Ms. [redacted] was not covered.  We never received valid insurance information to submit the charges.  I reviewed her 2015 and 2016 claims and found her current insurance is with [redacted]. I checked [redacted]'s eligibility file and verified her effective date with them was 7/1/14.  This information was never provided to us for her 2014 services, however, based on my findings, I've close the invoice with collections.

Dear Ms. [redacted]: As I stated previously, there is no record of receiving copies of her cancelled checks prior.  In order to assist her with her concerns I will need this information. Sincerely,Maegan [redacted]

[redacted]I contacted Dr. [redacted] office and spoke to the Office Manager [redacted] who confirmed Ms[redacted] enrolled as a patient with their office and provided them with her insurance information.  Testing was ordered and performed and their office did receive the results.  I am...

sending Ms[redacted] a copy of the order for her reference.

Good afternoon, 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 I need more information to research your concern. Do you...

have a Quest Diagnostics invoice number? The account number [redacted] is not a valid Quest Diagnostics invoice number.  We do suggest that you speak with your physician who treats you to go over the results. If your physician feels as though the results are inaccurate then they need to contact Quest Diagnostics directly. Sincerely,Michele____________________________            ...⇄ Michele L[redacted] Customer Experience/Patient AdvocacySupporting Quest Diagnostics                                                ...⇄ /> [redacted]
[redacted]

We did not receive his insurance carriers payment until 9/9/16.  On 09/23/2016, CHECK NUMBER - [redacted] was mailed to [redacted]

Dear [redacted]Thank you for contacting Quest Diagnostics regarding your invoice.  As a one time courtesy I have adjusted your invoice since we didn't offer a payment plan or financial assistance.  You have no responsibility for invoice [redacted] for date of service...

11/25/2016.  I apologize for the inconvenience this has caused.Sincerely,Cecilia

Complaint: [redacted]
I am rejecting this response because:
The email I recv'd from the company with instructions on how to download 'View Full Reports' is the same way that I've been using to get full reports - NONE indicate TIME of collection.  I responded to the company's email on 10/14/15 notifying them of this and as proof, provided several 'View Full Reports' that I had previously downloaded.So I am not misinformed, the problem still exists and the company still needs to fix.Per my Revdex.com complaint, please correct all my Sept 2015 reports and repost on MyQuest asap and by Dec 31, 2015, please ensure all MyQuest lab reports automatically indicate TIME of collection and not just collection date.Thank youlinda
Regards,
[redacted]

Their account representative met with their office manager in April.  Unfortunately they use their own generic order with test names, not a Quest Diagnostics requisition with test codes.  We believe we have identified a resolution which will be kept at all of our Patient Service...

Centers. Hopefully this will reduce the ongoing errors.

Quest Diagnostics does not offer self pay discounts.  We do however, have a patient financial assistance program.  Depending on qualification, his invoice may be discounted or waived.  I am attaching the application for his convenience.  In addition, I found he was billed billed...

twice for a draw fee so I adjusted it off of invoice [redacted]. The new balance due is $212.42 on that account and that is for the Lipid and CMP.  Invoice # [redacted] remains $63.55 for the draw fee and CBC.  Sincerely,Maegan M[redacted]

Dear [redacted]The payment the insurance made in August was made to an Urgent Care facility ([redacted] not Quest Diagnostics.  We confirmed this with the insurance carrier on 10/6/16.  It appears we did not bill [redacted] secondary insurance because we are unable to bill them...

electronically which is how it would need to be filed.  Based on this, I've had the invoice adjusted and it now reflects a zero balance. Sincerely, Maegan M[redacted]

Dear Ms. [redacted]:Ms. [redacted] contacted me directly on Friday 3/4/16 regarding her concerns.  I explained that we did not bill for the services not performed on 9/21/16.  I adjusted the $20.00 on the 10/19/15 invoice and she will be making payment on the 9/21/15 invoice. ...

Sincerely,[redacted]

Good morning,In order for me to research your concern please provide me with the Quest Diagnostics invoice number. Sincerely,Michele

Dear Ms [redacted]: We contacted [redacted] to see why they did not take a contractual discount on Ms [redacted] claim and found they processed her services out-of-network in error.  They are reprocessing the services as in-network.  We've placed her bill on hold for 60 days to allow time to...

receive their updated response. Sincerely,Maegan [redacted]