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:11/17/2024

  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.

  I have had nothing but issues with ***. My most recent issue is the fact that they are trying to double bill me and my insurance and are stating I am "not covered" despite having TWO ***s telling me the service was billed for and covered. The *** bill number is ********** for a date of service of 07/11/2024 and a total of $231.74 for 2 lab tests. The first *** from my insurance company I have is dated 07/26/2024 for a date of service of 07/11/2024 for 2 lab tests equaling $231.74, BUT my insurance adjusted these lab tests with an allowable amount of $17.72 for the 2 tests. The *** claim number is ************. *** attempted to rebill for these services on 09/13/2024 and my insurance sent an *** stating that "this expense has been previously paid, denied, or applied to my deductible", therefore it states the allowable amount is $0, but this is simply because they already billed my insurance (see claim number ************), NOT because I am not covered. Issues like these happen every single time me and my wife use *** services, they have horrible customer service who will tell you the issue is taken care of only for you to receive another bill stating you are overdue on your payments. Their billing staff have absolutely no idea what they are doing and the customer suffers because of it. *** should really focus on ensuring they have competent staff in their billing department to avoid customers having to deal with these issues.

• Initial Complaint

  Date:09/10/2024

  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.

  I have a bill from an ACL lab that is not getting paid. My health insurance coverage is active and has been, *** confirmed this with them multiple times. Ive given the *** lab the correct insurance information no less than 8 times, and they keep telling me my insurance is not active on the date of service. I have explanation of benefits with my insurance company before and after the date of service.

• Initial Complaint

  Date:07/12/2023

  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.

  I had blood work performed on 18-Oct-2022. I was set a bill from ACL (Associated Clinical Labs). My insurance company paid / mailed the check to cover the bill to ACL. (My HRA account covered the cost). However, ACL has no record of it. I called ACL and explained the situation. They told me to fax over proof of it. I did. I'm still receiving past due notices in the mail.

• Initial Complaint

  Date:11/22/2022

  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.

  They keep sending bills for accounts that I have submitted cleared cancelled checks for payments. They have been doing this since July for 1 account and August for another. I sent checks showing a payment from bank cleared checks, Three weeks later I received past dur notices again. Faxed original stuff and copy ies of cancaelled checks 11/15/2022 and got a past due notice again today ffor one of these accounts. I have talked to other friends and they have the same problems.
  
  accounts # ******* * ********* ********** ******* * ******* *********

• Initial Complaint

  Date:11/01/2022

  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.

  I was billed incorrectly - for a lab test not ordered by my doctor. I was told that my bill was corrected but it was not. I am still receiving bills in the mail and online. ACL sent it to collections. I have left voice messages every day for the past 2 weeks for 3 different people (names/numbers provided by ACL themselves). They never answer their phone and have never returned a call.

  Business Response

  Date: 02/01/2023

  Re: ******* ****
  File Complaint# ********
  Date of service: *********
  

  Thank you for contacting ACL with *** ****** concern with this invoice.
  

  The physician’s office order testing in error. The physician’s office then contacted Quest Diagnostics and
  corrected the mistake. The invoice*********** was corrected.

  
  I appreciate the opportunity to respond to *** ****** concern.
  If you have any questions, please call me at 814-461-2549. Your cooperation is greatly appreciated.
  

  Sincerely,
  Mrs. Noelle ** S*********
  Quality Assurance and Compliance Manager at Associated Clinical Laboratories

• Initial Complaint

  Date:10/29/2022

  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.

  This company apparently does billing for Quest Diagonostics. I have been dealing with them since August 2021 trying to get them to bill my secondary insurance. They lie to me each time I call. They lie to my insurance company each time they call. I have provided my secondary insurance information over the phone at least once a month since 8-21. I have provided it online multiple times. This is a copy of what I sent to them with more information:
  I do not owe this. I have contacted your company at least once a month since August 2021. I provide my secondary insurance each time because the agent always claims you don't have it on file. At least 5 times I have been told the balance was written off while I was on the phone with you only to be billed again the next month. 4 times I have been told me secondary insurance has been billed and you are waiting to hear back. To date you still have never billed my secondary insurance. My insurance carrier has contacted you at least 5 timed on a recorded line. They have also provided secondary insurance information and were told it was billed when they were on the line
  And, again you have never billed it. I have been told by 3 supervisors at your company they are taking care of it and will call me if there is an issue. Otherwise, it is taken care of. They never call me and I, again am billed. I called 3 days ago when I received yet another bill. The supervisor refused to get on the line with me and woulf only speak through the CSR. She promised she had written it off and the supervisor would call me within 24 hours to confirm. I never received a call and your system shows I still owe this. I have gone above and beyond to handle this. Only to receive attitude and lies from your company every single time I call. You cannot legally bill me for this. You have paid your employees well over $6.17 just for taking my phone calls. Also, at least that much in postage to bill me monthly. Please fix this.
  
  This needs resolved.

  Business Response

  Date: 02/01/2023

  January 16, 2023
  
  *** ****** ****

  File Complaint# ********

  Date of service: August 2021
  
  Thank you for contacting ACL with *** ****** concern with this invoice.
  The samples were received by Quest with the incorrect secondary insurance information.
  Patient contacted Optum customer service and provided the updated secondary insurance information and
  the invoice*********** was corrected.

  I appreciate the opportunity to respond to *** ****** concern.
  If you have any questions, please call me at ************* Your cooperation is greatly appreciated.
  

  Sincerely,
  Mrs. Noelle ** S*********

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

  
  

  The issue is in no way, shape or form Quest Diagnostics fault. As previously stated, I called monthly when receiving another bill and famy secondary insurance information each and every time. Each time I was given attitude, accused of not previously calling, then lied to. I was told my 3 separate "case managers" that the secondary insurance information was updated and billed. It never was. I was told by one supervisor that your system had the incorrect due amount in it and that was why it kept getting kicked back out. She told me she would call me back that same day of the issue wasn't fixed. She never called, and I received yet another bill 2 weeks later. Your practices are fraudulent.  You need to actually address this issue.  

  
  

  Regards,

  
  ****** ****