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:05/15/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My doctor suggested that I have this test offered by Aerodiagnostics. Upon receipt of my test kit, Aerodiagnostics called and said that in the event that this test isn't covered by insurance I would need to pay $99. Subsequently I received an EOB stating that insurance paid $195 and that my portion would be $130. I received a statement from Aerodiagnostics showing that I owed $206.78. I did not pay it thinking that I would receive a new statement once insurance payment was processed. I then received a phone call from collections saying that I could just pay $110. I told them that between insurance and my payment they had received almost $300. They gave me a number to call and the person told me the self pay cost is $210, but if you go through insurance it is billed at $502 and that they would take the insurance payment and my cost would still only be $210. What a racket!!!

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  6/22/2023 testing performed 11/3/2023 I paid $260.66 7/4/2023 I paid $99.74 8/26/2023 my insurance administrator processed the claim. Their EOB determined that I am only responsible for $142.10 11/2023 I called Aerodiagnostics multiple times. Billing department said my responsibility was about $360.40. After I called about five times they decided to refund $150.66, said I was responsible for $209.74. I spoke with *** in Billing and ******* in another division.

  Customer Answer

  Date: 12/01/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I had lab testing done through Aerodiagnostics 7/29/22. On the the Laboratory requisition paperwork, it says the "full payment" amount for the testing is $******. For clients with insurance, which is my case, the initial payment is $*****. I paid the $***** amount via check. 10/7/22 I received an EOB from ***************** (Cigna), my insurance provider. Aerodiagnostics billed them for $502.50 to which ********** paid $******. Given that the full amount for the test was ******, and that I already paid Aerodiagnostics *****, and insurance paid them ******, I should have a credit of $91.24. However, a bill from Aerodiagnostics dated 11/9/22 states that I OWE $201.52. On 11/14/22, the date I received said bill, I called Aerodiagnostics and spoke to a representative named ****. He offered me a discount, but he said I would still owe over $100. I said that would not work since I have a credit. He transferred me to his Billing Director's voicemail. I left a voicemail but didn't hear back. Over the following week, I called the customer service number two more times. Both times the line went to voicemail. I left a voicemail each time. Finally 11/22/22 ****** from Aerodiagnostics returned my call and left a voicemail. ****** said she will have ******* call me about this matter. I have yet to receive this call. Instead, in the interim, I have received another bill for the $201.52 amount.

  Customer Answer

  Date: 12/23/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/05/2023

  Thank you for sending us this information.

  The complaint suggests that our test cost is $209.74, when in fact the cost of the test this patient completed with Aerodiagnostics is $502.50.  The patient had a discount option to choose from on the laboratory requisition regarding payment which she did not choose. The patient chose "bill insurance".  The requisition clearly states that there is an "initial"payment of $99.74, which the patient paid, we then we filed the claim with the insurer for the cost of the test ($502.50). 

  The insurer paid $201.24 leaving patient responsibility of $301.26 which the partial payment of $99.74 was deducted and a statement for the remaining balance of $201.52 was sent. The statement clearly offers the patient another option additional discount.

  The patient called into our office on several occasions where our representatives explained the billing. On December 5th, 2022, the patient spoke with our Operation Supervisor who agreed to waive the patient responsibility $201.52 entirely. On each occasion a refund was never requested, nor would we have agreed to this as the actual cost of this testing is $502.50.

  Regards

  Aerodiagnostics

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   Thank you for informing me of the response from Aerodiagnostics.The response contains multiple discrepancies, which I will address line by line by quoting them then presenting my rebuttal.

  
  Discrepancy 1, Aerodiagnostics: The complaint suggests that our test cost is $209.74, when in fact the cost of the test this patient completed with Aerodiagnostics is $502.50.

  
  Discrepancy 1, My rebuttal: Nowhere on the original paperwork does it say that the cost of the test is $502.50. However, in section 5, point 2, it says the full payment of $209.74." If the cost of the test really is $502.50, it needs to be clearly stated and definitely not misleading as it is written right now. This does not make sense.
  

  Discrepancy 2, Aerodiagnostics: The patient had a discount option to choose from on the laboratory requisition regarding payment which she did not choose. The patient chose "bill insurance".  The requisition clearly states that there is an "initial" payment of $99.74, which the patient paid, we then we filed the claim with the insurer for the cost of the test ($502.50).
  

  Discrepancy 2, My Rebuttal: So is this discount option the same as the section 5, point two that I had named above? If so, then lets follow Aerodiagnosticsline of thinking. So if I would have chosen ************ or as Aerodiagnostics is calling it the discount option, the full payment as listed in section 5 point 2 would have been $209.74. However, since I chose ************** now the test becomes $502.50?  As I said above,this $502.50 amount is not at all indicated on the laboratory requistion as they term it. So someone with no insurance pays $209.74? But someone with insurance, between their portion and the insurers portion, pays $502.50? In my case, me initially paying $99.74. Then insurance paying $201.24, then me owing an additional $201.52? So now with insurance, my total becomes $301.26 because I have insurance?  But if I would have chosen no insurance I would have only owed $209.74?
  

  Aerodiagnostics next statement (as listed below) is accurate.However, I refuse to accept to pay any remaining balance when I should have a credit: The insurer paid $201.24 leaving patient responsibility of $301.26 which the partial payment of $99.74 was deducted and a statement for the remaining balance of $201.52 was sent. The statement clearly offers the patient another option additional discount.
  

  Discrepancy 3, Aeordiagnostics: The patient called into our office on several occasions where our representatives explained the billing.
  

  Discrepancy 3, my rebuttal: I have called on several occasions but have only ever reached a live person one time instead of voicemail. The person I spoke to was **** on 11/14/22, which I went into detail about on my last submission to BBB.  In Aerodiagnosticsdefense, two times they had tried to reach me back but got my voicemail. They left voicemails on 10/19/22 and 11/22/22. I will reference 10/19/22 in a later section. Right now, I will focus on 11/22/22. This voicemail was in response to 2 voicemails I had left on 11-21-22 in which I had stated I was still waiting on a call from one of their supervisors. I stated on the voicemails that **** on 11/14/22 had transferred me to their supervisors voicemail but had never returned my call. So the voicemail on 11/22/22 was from ****** stating that their supervisor ******* would call me, which ******* never did. And still has not. I will further address this in my next point.
  

  Discrepancy 4, Aeordiagnostics: On December 5th, 2022, the patient spoke with our Operation Supervisor who agreed to waive the patient responsibility $201.52 entirely.
  

  Discrepancy 4, my rebuttal: This conversation never occurred. A simple pull of phone records could prove that. If needed, I could obtain these phone records from my cellular service provider.
  

  Discrepancy 5, Aerodiagnostics: On each occasion a refund was never requested, nor would we have agreed to this as the actual cost of this testing is $502.50.
  

  Discrepancy 5, my rebuttal: I received an EOB from my insurance mid-October.I called Aerodiagnostics and got their voicemail. In my voicemail, I stated that based on my EOB, I should have a credit. 11/19/22 ****** from Aerodiagnostics returned my call and reached my voicemail. She stated that they had not yet received payment from my insurance so they could not say if I had a credit at that time.If I had never spoken of a refund/credit, how did I receive this voicemail, which I still have saved? I also referenced a suspected credit/refund when I talked to **** on 11/14/22, which, as I will mention again, was the only live conversation Ive had with someone from Aerodiagnostics.
  
  Regards,

  *******************