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:02/09/2023

  Type:Customer Service 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.

  Medical provider sent my specimen to the Pathology solutions lab for testing in May of 2022. The lab is out of scope for my insurance (BCBS PPO). Provider did not notify me of sending my specimen to the out of network lab. I received a bill in August of 2022 from pathology solutions lab for over $500 dollars, which my insurance covered as out of network lab. I received an email from the lab representative that my insurance payment will be accepted as a FULL payment for all services rendered. On January 23, 2023, I received another bill from the lab for $280.00. Upon calling to inquire about the bill, I was told to disregard it. I received a second bill 2 weeks later, on February 6, 2023, for the same amount. I called my provider's office to assist with nullifying the bill, which they claimed that did. When I called pathology solutions, I was told that the claim is "under review" and I can get a superior call me within 24 hrs. I waited till February 9 - no call. I made numerous call attempts to reach out to anyone who can verify that my balance is $0, to no avail. My provider confirmed that the Pathology solutions cannot do what's called "surprise billing" after initial claim was processed and paid for by the insurance company. Not only there is poor:nonexistent customer service, but it looks like a billing fraud is being committed

  Business Response

  Date: 02/23/2023

  I attempted to use the link, but our server won't allow it, it's restricted, hoping this email is enough documentation to assist in resolving this patient's complaint. 
  

  Upon our investigation, we did determine that the claims for ********************************** were processed in-network.  The $280 balance that was billed to ****************** should have been adjusted and as of 2.20.2023 has been corrected.  Her balance is now at zero.  We are reaching out to ****************** today to advise her of this and to provide documentation if requested.  We are also initiating an investigation with the billing company to determine what happened so we can make sure this does not happen again.  Any questions please do not hesitate to reach out

  Customer Answer

  Date: 02/28/2023

  [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.]
  
  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.
  
  Regards,
  
  *****************************