Complaints

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• Initial Complaint

  Date:06/21/2023

  Type:Billing 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.

  Claim #****** Received a bill from a facility Positive Results does billing for. I was billed $1149.00 for a Covid 19 test on 10/30/2020 I went to ******** ****************** in farmington, New Mexico. I did not receive a bill until 7/7/2021. After many phone calls to my insurance and Positive Results I discovered they billed my insurance under the wrong patient ID#.Which my insurance denied stating there was no coverage under that ID# In the mean time the bill was tuned into collections. I informed both Positive Results and the collection agency of the ID error. The bill was then written off and I received a new bill for $230. for offices services. They informed me this was a Private Pay charge. I provided insurance information at the time of the service and don't understand how they can bill as being private pay. The time to bill my insurance has expired due to the length of time since the date of service. I got no resolve from Positive Results with the many phone calls to them. Their customer service is extremely poor and very unfriendly. I was not heard when explaining my concerns. I was spoken over, and even was hung up on. The lead I spoke with was very unprofessional. I believe her name was Elizabeth. I had asked to speak with her supervisor and was never given that courtesy. They state the" charge is valid" each time I spoke with them but when it was brought to their attention of their error they wrote it off. My concern is that this "write off" will be a tax issue. I am requesting they clear this bill and send me verification my account is cleared. At the time of service and during the mist of Covid, testing was free of charge under the Care Act. I have also filed a complaint with the Attorney General's Office.

  Business Response

  Date: 07/05/2023

  Patient visited *** on 10/30/2020, they presented the office with a ******** and ********************** card, ******** denied as other insurance primary 6/12/21, ************ denied as not eligible 7/7/21.  The patient received multiple statements (5 statements), giving them multiple opportunities to contact our office with the correct insurance information. Every time the patient's wife called, she stated she was going to contact the insurance company to find out what the issue was.  Patient states ************ did not receive a claim from us, so the explanation of denial was sent to the wife from ************, with the husband's authorization.  Patient called In Feb 2023, stating this should have been sent to the CARES act since this was COVID related.  CARES would not pay for this, the patient had insurance at the time of the visit.  Patient then requested us to bill out to ******, which the claim at this point is passed any filing limit.  We reached out to the office to see if they would be willing to reduce the balance, since the patient was disputing the amount.  ********** agreed to adjust this claim down to a fee for service rate.  Our billing office has been in constant contact with this patient, regarding their balance, there was an instance where the phone was disconnected but the receptionist called the patient back immediately, we then spoke to the patient's wife again 5 days later explaining the same thing.  In the end, the patient did not provide the correct insurance information at the time of service and did not provide the correct insurance until 2 years after the visit.  The patient is responsible for the balance due, services were performed.