Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/15/2023, received a bill in the mail from Hawaii Pathologists Laboratory LLP. This was the second bill sent to me after I had asked if they billed my secondary insurance company for the balance. They sent this 2nd bill without any information, although it appeared the amount went down. I called to verify the secondary insurance had been billed and asked for detailed information since my balances normally zero out and there was no detailed billing information on this bill. I also called my secondary insurance company to verify and was told they had not been billed. On 02/16/2023, I called and spoke with ***** from HPL LLP, who was very short with me and angrily advised me to check my statements from my insurance companies. I advised her that my secondary insurance company said they had not been billed and she advised me they had. She then continued to argue instead of just telling me to disregard. My insurance company got involved and has also been met with arguments over the phone and refusals to return their calls. They also denied receiving faxes from the insurance company requesting a bill from them with the copay balance. Until today, this billing office has refused to send a bill to my insurance company so they could sent the payment so I dont get vindictively sent to collections. My concern in paying is their many negative online reviews for not sending reimbursement for duplicate payments. The call center is outside of Hawaii but the call center personnel are extremely argumentative when you request information such as a supervisors name and phone number. They also advised my insurance company that the fax number they provided to them was incorrect. Im requesting intervention so my secondary insurance company can get my bill paid ASAP! Amazing we have to endure this just to send payment!

  Business Response

  Date: 03/14/2023

  The patient contacted the business office and he was able to speak with someone in ********.  Our staff apologized for the negative experience and also helped the patient.  Our staff told him to disregard the bill and gave him her direct phone number so he can always reach out to us as needed.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19577987
  
  I am rejecting this response because:

   

  Although I was able to speak to someone locally, who really helped me with obtaining the proper information, unfortunately I won't consider the issue resolved until the entire billing has been taken care of and the main issue addressed.  I was re-contacted by my secondary insurance company, who was also having problems dealing directly with Hawaii Pathologists Laboratory's call center, and was told she did receive an updated invoice, however, there would probably be an outstanding balance. Once I receive the updated billing in the mail, showing the breakdown of the charges (what was billed to each insurance company, which the 1st billing showed but the 2nd did not), I will still have questions about proper process of the billing.  The main issue, which I and the Supervisor at my ***************** consider to be the main problem in filing this complaint, is the problems we both ran into when calling Hawaii Pathologists Laboratory, using the phone number provided on their billing.  The employees there all appear to be very confrontational and unwilling to assist with billing issues and seem very unempathetic about resolving the issues. As an example, my ********* Company Supervisor called multiple times on my behalf to request an updated billing (minus the primary insurance company payment) be faxed to her and was advised it was. After not receiving it, she called back multiple times and was met with resistance by each person she spoke with. Upon asking to speak with a Supervisor, she was denied and was told the Supervisor was unavailable and in training. She was also provided with a fax number to fax her request to them and upon her calling back to ask if they received her fax, was told they had not and that the fax number she faxed to was incorrect. When she advised them that they provided the fax number to her, the person became argumentative and denied they would provide her with that number. The supervisor subsequently called back and told her he would work on this issue and call her back the next day but never did. Upon her calling back again to speak with the Supervisor, she was again denied. She kept notes on the dates and times, as well as the names of the people she spoke with, which I don't have at this time. Until I receive an updated, detailed, billing and my payment submitted for this procedure, I am unable to be satisfied with this issue being resolved.

   

  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/23/2023

  BBB Resolutions Specialist,

  I am the Managing Partner for HPL and am replying on behalf of ********************  We have completed a thorough investigation of the circumstances regarding **************** complaint and I spoke with him today.  We discussed the issues and I believe *********** is satisfied with my explanation.  I will f/u with him once all insurance payments are posted.  Please let me know if there is anything further which I need to address.

  Regards,

  KH

   

   

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

   

  I have been assured by **************** that he will follow through by sending me the final billing statement and am extremely appreciative of his efforts to rectify this issue. His personal phone call to me makes me believe this issue is in the process of being resolved satisfactorily and all that is pending now is the final hardcopy of the billing statement.  Thank you, ****************, for your genuine concern and follow-through.
  
  Sincerely,
  
  *****************