Dandridge Water

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] It is not only to clear the balance.  Quest did harassed me for such a long time. Maybe they need to something more. But not only say sorry. Regards, [redacted]

Mr. [redacted] provided pre-authorization as part of our [redacted] Program, for Quest to bill his credit card up to $45 if there was a patient responsibility after his insurance processed the claim.  We received his insurance carriers response and there was no patient liability, therefore, we did not...

charge his credit card.

[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]

[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:Thank you for the email.  My first communication to Quest about the disputed invoice was on 5/2/16, reference the Quest Tracking number below.  I have contacted [redacted] 2x's per week since 5/2/16, to have the corrected lab resent to Quest.  [redacted] has acknowledged their lack of internal customer service and is addressing the request this week, please feel free to contact [redacted] to confirm.  My issue is that Quest required me to submit my credit card - against my will - or else I would be refused medical services, even though I had presented valid / current medical insurance information at the time of service.  Also that Quest charged my credit card immediately after the ebill was sent to my email, vs waiting a reasonable amount of time (ex: 5-10 business days) for me to contact them about a dispute before charging my credit card.  Then after notifying Quest on 5/2/16 about disputing the charge, a credit should have been applied to my credit card for the $140 charge, and only applied charges to my credit card for an agreed upon amount as approved by me, at a later date when the dispute is resolved.  As a provider of medical services, Quest should be [redacted]sonable and provide payment terms in the best interests of the customer / public.  In addition to the credit of $140 to my credit card, I would like Quest to confirm that my credit card information has been removed from their system and that no future charges will be applied against my credit card, unless approved / validated by me. Thank You! [redacted] Contact Customer Service Confirmation: Invoice Issues Tracking Number : [redacted] Invoice Number : [redacted] Lab Code : STL
Regards,
[redacted]

Good morning [redacted] Per our MyQuest account support system team You have been issued a refund. You also now has access to your Historical results as well. It seems that after some info was edited you could not get re-verified as your father is a government...

worker and had opted out of his families data from Public Record Systems. You spoke with one of our MYQUEST team members to verify your MyQuest account information on the phone and Authenticated your identity. I apologize for the inconvenience. Thank you,MyQuest Support

[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 and thank you,
[redacted]

Dear Ms. [redacted]: According to Ms. [redacted], she feels Quest Diagnostics should contact the physician when a test is ordered and the sample doesn't match to see if the wrong test was ordered. Upon review, I found the test in question was not performed on 12/2/15 because we...

did not receive a specimen to test with the order.  On, 12/18/15 the physician collected and sent the wrong sample for the test ordered.  We sent a Test in Question (TIQ) to the physician on 12/22/15 regarding this.  The physician did not contact us back about the TIQ until 1/4/16 and at that time the specimen exceeded the 7 days storage timeframe and was no longer available.  Sincerely,[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

We have billed [redacted] four times with id# [redacted] and in each instance they have responded that he did not have insurance with them.  Could you please provide me with a copy of the insurance card?

Dear Ms. [redacted]:I am in receipt of the complaint your office received from [redacted] regarding invoice # [redacted]Upon review, I found Mr. [redacted] contacted our collection agency [redacted] and spoke to Ms. [redacted].  Ms. [redacted] informed him that his payment of $73.08 was received and the account...

reflected a zero balance. I reviewed the call and verified Ms. [redacted] handled the call in a professional manner.  She explained to him that the letter he received 3/1/16, crossed in the mail with the payment being applied to the account.  Quest only had two other invoices in 2015 and both were paid in a timely manner after his insurance responded, and not sent to collections.  Invoice # [redacted] was for date of service 1/26/15 and Mr. [redacted] paid $33.41 on 3/15/15 creating a zero balance on the account.  Invoice [redacted] for date of service 5/18/15 and Mr. [redacted] paid $4.99 on 10/2/15 creating a zero balance on the account.  Sincerely,[redacted]

Dear [redacted]I am mailing [redacted] our Patient Financial Assistance Application.  Depending on his eligibility, his services may be discounted or waived.  The account has since been sent to collections due to non-payment. If he does not qualify for Financial Assistance, he can always...

be set up on a payment plan with the collection agency.  Our records indicate we performed the testing his physician ordered and results were reported.  Therefore, payment is due for the service we provided.  Until the debt is satisfied, we can no longer provide him with laboratory services.  He will have to seek services from another laboratory.I'm mailing the application to him today Sincerely, Maegan M[redacted]

My response indicates I will, not that I have.

Dear Ms. [redacted]:I reviewed Mr. [redacted] invoices as well as his family members.  All family member's invoices are being been submitted approprpiately to [redacted].  I found that when Mr. [redacted] had services, he was registered by a newer employee.  Being his card says "[redacted]",...

she incorrected inputted his insurance plan as "[redacted]" instead of [redacted].  I've contacted the Manager who oversees our [redacted] and iformed him of the error.  He has updated the information to refelct [redacted] so that this does not happen again.  He is also using this example as a training tool with the staff.  Thank Mr. [redacted] for brining this to our attention and please extend our sincere apologies for any inconvenience. Sincerely,[redacted]

We've reached out to the Office Manager and resolved their concerns.Sincerely,Maegan M[redacted]

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]

Dear  Ms. [redacted]: I reviewed Ms. [redacted] order and verified the physician did order the additional test we performed.  The test in dispute is a Lyme test which was marked off on the physician's order as Immunblot.  Immunblot is the methodolgy.  The staff at our Patient...

Service center contacted the physician's office and verified the testing they wanted and it was the Lyme test.  Any further questions about the testing ordered should be directed to the ordering physician.  Payment remains due. Sincerely,Maegan [redacted]

Complaint: 11683500
I am rejecting this response because: In first place no insurance provider can have wrong dob details and have a policy . I had the physician call [redacted]  first to verify the cover first even before I went ahead for the tests. I do not accept Quest's response as I have resent them more details again via their website contact last week. Their approach to resolve this issues have not changed since my first complaint regarding this issue.
Regards,
[redacted]

Dear [redacted]I am in receipt of your email regarding a complaint your office received from [redacted] According to [redacted] Quest informed him that there would be no cost for the services we provided.  Quest Diagnostics would not know if [redacted] would have any out of pocket...

expense at the time of service because this is not determined by Quest. Once services are provided we bill the insurance provided.  The insurance plan then processes the claim in accordance to their member's benefits, which Quest does not know and responds to Quest informing us how much we are to bill their member.  It is the patient's responsibility to verify their benefits prior to having services performed, and even then, the insurance plan will not guarantee payment.  According to [redacted]'s insurance, $63.37 still had to be satisfied against his deductible, therefore, this amount is [redacted]'s responsibility.  Payment remains due.       Sincerely,[redacted]

Dear Ms. [redacted]:I am unable to locate services for a Julie [redacted] in Kentucky to investigate further.  Please verify Julie [redacted] is the patient and her services were performed in Kentucky. Thank you,[redacted]