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:01/25/2023

  Type:Service or Repair 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 was given a breath test to complete and mail to CDI October last year. I completed this breath test November 1st and mailed it same day. This test requires fasting the day before and the test itself is about 5 hours long. After 14 days, the test becomes invalid so it has to be mailed to CDI immediately. I was and am very sick and am trying to reach a diagnosis so completing and mailing this test was my top priority and I mailed it immediately upon completion November 1st. Test results were promised ***** days after mailing so after a week I began calling my doctors office for updates and they said they had not received any results. I called my doctors office every week for a month for results and they said they reached out to CDI for an update with nothing. CDI claims they received my test December 22nd, long after the 14 day period, thus rendering it invalid and unable to test. Due to this, they did not run my tests, and yet on January 24th I received a $199 bill requesting payment. I reached out to their billing office where the representative confirmed that the test was not run but I still have to pay $199 simply for mailing it to them. They said I signed something agreeing to pay for the TEST and RESULTS but I received neither service so I should not be getting billed. They are claiming I did not mail this until December which is not true. This issue then involves ****** delivery and mailing. Despite this, no matter when I mailed the test, they should not be billing me for a test that was not tested.

  Business Response

  Date: 01/25/2023

  Hello,

  This patient sent a message to ** yesterday regarding receiving a bill for an invalid test. Per our instructions, the completed test must arrive at our lab within 14 days, or the samples are invalid. The Date of Collection recorded by the patient is 11/1/2022, however the samples did not arrive at CDI until 12/22/2022. Upon checking the return tracking number,1Z2EX9139047680310, it shows a pickup date of 12/20/2022. When providing this information to the patient, he was adamant that the test kit was shipped the same day as sample collection. However, the patient later states that the completed test kit was brought to **** (the postal service), instead of *** as listed on the pre-paid shipping label. Due to this error, the patient's test kit was partially shipped by the post office before being scanned in by ***. This is considered patient error. 

  As such, CDI's established invalid policy applies:

  "CDI will bill the patient when the result is invalid due to failure to comply with the Instructions For Use located in the test kit. CDI will offer a complimentary second test if the patient completes payment for the original test. Please contact our customer service team at ************ or ************************** to confirm or make payment on the original test kit and initiate the complimentary test kit."

  Found here: **************************************** & noted on the attached requistion form signed by the patient.

   

  This information has all been reiterated with the patient. We have also offered financial assistance in the form of payment plans and need based assistance. 

   

  If any more information is needed, please reach out.

  Thank you,

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

  Customer Service Team Manager

  Customer Answer

  Date: 01/25/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I have responded to ******* via email and let her know that it was a mistype and I meant *** and said *** multiple times in the email other than my mistype. In the tracking, it clearly shows my package was scanned in a completely different state from where I am located and where I dropped the package off which further confirms that this is a mistake on ***'s part and not mine. There is no customer error in this situation and error by a third party that rendered my test invalid. No matter what the case was, CDI still confirmed they received my test too late and never tested it but are charging me for no reason. I completed the test correctly and on time and should not be charged for another party's mistake. I do not want to retake my test and simply want this charge off my account. This company is trying to scam me out of money simply for mailing in a test. 

  
  Regards,

  ********

   

   

  Business Response

  Date: 01/26/2023

  The following response was sent to the patient:

  Hello ********,
  
  In response to your recent message in our correspondence on the *********** platform, where you brought your kit for return shipping IS relevant to our discussion. If the test kit was brought to the post office rather than **** causing the kit to be lost in transit and arrive late, that would be patient error and you would be responsible for the cost of the test per the invalid policy on the requisition form you signed. If you brought the test kit directly to **** and they lost the test kit in transit, that would be their error and you would not be billed. It is important to clarify this information.
  
  Your test was run. All samples are processed upon arrival and the data stored in our system. When the lab team reviews the data to prepare and report the results, they would be marked invalid due to arriving late. This is the procedure due to the large number of patients who record the incorrect Date Of Test on the paperwork so that it can be updated rather than discarded perfectly good samples. This is also why we provide a complimentary retest.
  
  If you are sure that you brought your completed samples to **** I will have the billing team write off your account balance.
  
  
  
  Best,
  *******

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair 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 have had a Hydrogen/Methane breath test done within the last 3 months. I have tried email, calling and I get no where with them. When I was ordered this from doctor, I knew I might have to pay $199.00 per test now they are sending me a bill for $748.00 and thats not even the recent test. I cannot get anywhere with them. My insurance company has not recieved a claim for this yet, Everyone is having this problem with them. CAN YOU PLEASE LOOK INTO THIS. thank You *********************

  Business Response

  Date: 01/03/2023

  Hello, Patient originally had an outdated insurance plan on file. a new claim is being submitted to the updated (current) insurance plan provided. Each test is billed to the insurance at $549.00. If insurance does not cover this amount, the patient could be responsible for the balance up to $199.00 per test. If further information is needed, please let us know.