Complaints
This profile includes complaints for PathGroup's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 54 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/18/2024
Type: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.
Pathgroup sent my bill to collections without submitting it to my insurance as I requested and then sent my bill to collections still without submitting to insurance and without any notification of a further bill.
Business Response
Date: 06/24/2024
Thank you for reaching out and giving us the opportunity to help resolve the issue. We would like to apologize for this inconvenience. We submitted your claims with the information that we received from your referring physician on the date of service in question. We received communication back from the payer we were provided, advising that the policy was not active on the date of service. We did try to reach out to you via a phone call to try to obtain the updated insurance information. We will be more than happy to file your claims to the correct insurance company once you provide us with updated insurance information that was valid on the date of service in question. We have pulled your account from collections in hopes of you providing us with valid insurance information. Thank you again for allowing us the opportunity to resolve this issue.Customer Answer
Date: 06/24/2024
Complaint: 21866503
I am rejecting this response because: I called your number back on Friday after I received a message. When I spoke with your customer service representative she stated that your company already had my new insurance on file and had, had it on file since February after I submitted it to you. I am curious as to why if you had my new insurance why it wasnt ran and why you sent my bill to collections without any notification. I am wanting to prevent this from happening to other innocent patients in the future and wanting to know what you plan to change going forward.
Sincerely,
*************************Business Response
Date: 07/02/2024
Good morning **************,
We apologize that you were not satisfied with our first response. It is always our intention to provide each of our customers with excellent customer service. After your conversation with one of our **************** team members on 06/21/2024 your claims were submitted to the updated payer information you supplied. We can confirm that your balances have been pulled from the collection agency and that your claims are being closely monitored to ensure that they are handled properly.
We would like to thank you again for allowing us the opportunity to learn from these types of errors. So hopefully we can avoid future situations such as this.Customer Answer
Date: 07/02/2024
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.
Sincerely,
*************************Initial Complaint
Date:06/06/2024
Type: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.
I was erroneously sent to a ****************** by Associated Pathologists LLC. I never received a bill. Upon further research, it is apparent that this practice of sending accounts to collections unbeknownst to a consumer is commonplace. You'll see a multitude of BBB complaints from multitudes of people with the same issue and vows from Associated Pathologists LLC to stop the error, but yet they continue. This matter should have never gone to collections and negatively affected my credit. I am uploading all related documents and correspondence between the Debt Collector and myself.I am also uploading the BBB consumer complaint examples to show that I am not alone in this matter and Associated Pathologists aka PATHGROUP has a practice of doing this to people. I tried to tell the Debt Collectors to begin with that I never received any bills. It was a clerical error on PATHGROUP's part. This needs to be remedied by PATHGROUP immediately.Business Response
Date: 06/12/2024
Good afternoon ******************,
We would like to thank you for bringing this to our attention and we are sorry for any inconvenience this may have caused you. We have reviewed your account and the information that was sent over from your doctors office. We acknowledge that this was in fact a human error, and we have made the necessary updates to you your account to reflect the correct address. I have had your account pulled back from collections and have requested that a new patient statement be issued to you at the correct address.Customer Answer
Date: 06/12/2024
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.
Sincerely,
***************************Initial Complaint
Date:04/29/2024
Type: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 received a pas due statement today from Pathgroup for some blood work done. This is the VERY FIRST bill I have received and didn't even know I had a bill due since I made a payment aat my Dr. ****** for the blood work already. It says my account is at risk of being placed in collections. Mind you the statement date on the invoice is Apr 24, 2024 and the contractual adjustment was just completed on Mar 21, 2024. This is absolutely unacceptable. I should have at least received a first bill before being sent a past due notice. Then on top of it, when I called to speak to them after waiting on hold for 15 minutes I was hung up on.Business Response
Date: 05/02/2024
Our team has reviewed your account and the balance is $89.17 according to your insurance explanation of benefits. Your account is active and not showing it will go to collections. Please contact us if you have any additional questions. I apologize for the inconvenience this may have caused.Initial Complaint
Date:04/17/2024
Type: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.
On 5/18/23 I had labwork done at an urgent care provider. The provider ran more tests than I had consented to, resulting in an astronomically large bill. After speaking with the business manager of the urgent care, they spoke with and referred me to speak with *************************** at PathGroup and gave me a direct phone number for her. PathGroup adjusted my balance to Associated Pathologists, LLC c/o PathGroup to $543.29 for Medical record #********. ****** said that I could pay this balance over the course of a year without interest at $46.00 a month. She took my first payment over the phone and the first charge was billed to my credit card on 7/25/23. Since that time I have paid at least 46 dollars every month without fail. The last statement I received from PathGroup was dated 2/27/24, and the last payment I made to PathGroup was on 3/21/24. I never received any final notice or anything to suggest that I would next be receiving a statement from ***********************, a debt collector. As it made no sense to me why this would happen, I called ****** on 4/15/24 and left a message requesting a callback and explaining the issue. As no callback was received, I again tried calling both on 4/16/24 and today 4/17/24 (leaving another message today). I have still not received a callback and so I tried calling the main line ************** but the automated service basically said it would transfer my call and I was left on a silent line for approximately 18 minutes before an automated survey asked how they did. I am basically getting no answers from PathGroup why they have changed the terms that THEY set up for payment and why they have sent me to a debt collector. As I have received no answer I will continue to pay the agreed to amount on the online portal with PathGroup but absolutely not with the third party they have shared my information with (without my consent and even without reason).Business Response
Date: 04/19/2024
I'm very sorry for the inconvenience this matter has caused. Your account has been pulled from *********************** and is in good standing with the remaining payment plan you previously established. Our team called you to let you know and left a voice message.
Again we are sorry for the inconvenience.
Customer Answer
Date: 04/30/2024
Complaint: 21588132
I am rejecting this response because: I never received a voicemail from PathGroup regarding this matter.Apart from that claim, I accept this response and will continue to make my remaining payments directly to PathGroup.
Sincerely,
*****************************Initial Complaint
Date:02/05/2024
Type: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, "Associated Pathologists", has relentlessly hounded me calling my home sometimes over 4 times in one day... I told them, after the first call, to send me billing information, but they demanded personal information "over the phone", which I refused... I DID NOT authorize ANYONE to use this group! They have, now, sent my so-called "bill" to a collection agency, in an attempt to ruin my perfect credit.. I want this collection agency to retract its status with them.. They just sent me what "they" consider a "detailed" charges note that is complete bs! It states that they sent me or someone refunds, which I have absolutely NO awareness of... I think this bunch needs to be shut down, they are scamming folks by hacking their medical information.. I told them to never contact me again already...Business Response
Date: 02/08/2024
We have performed extensive research regarding customer complaint and all services and charges are accurate from Associated Pathologists. Accounts have been recalled from the collection agency for customer to pay outstanding balances. Please call us at ************** or your physician office directly for any questions.Customer Answer
Date: 02/12/2024
Complaint: 21245641
I am rejecting this response because: If this charge is associated with a practice that is NOT recognized by my insurance, (out of network), then I have NOT authorized any "OUTSIDE" or out of Network businesses/practices to be used.. End of story..
Sincerely,
***********************Business Response
Date: 02/12/2024
All account inquiries, questions or concerns can be addressed by calling **************.Initial Complaint
Date:01/16/2024
Type: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.
In June 2023, I was sent a bill for pathology services and went online to pay it. When I put the medical record number and bill information into ********************'s online system, it shows an account statement. They are sending me bills for a different patient, who lives in a different state, has different insurance than I do, and is seeing a provider I have never even heard of, let alone saw for any medical reasons. When I login to view my account information, I can see the other patient's ordering physician, insurance information, patient's mailing address, date of her medical appointment, etc. I immediately reached out to PathGroup to notify them of the mix up and had email correspondence with a representative named ******************* (patient support analyst). He apologized for the confusion and asked me to shred the statement I received in the mail and said "we will handle this from here." In September 2023, I received another statement from PathGroup. This still included the other patient's information on my bill, along with what I believe may be my correct pathology services for myself. Again, I reached out to PathGroup to get my account fixed. I was told the same thing, that they "will handle it" and to shred the statement. PathGroup still has not fixed the account errors, and when I login I can still see the other patient's personal information. I believe she has been receiving statements with my medical information. When I look at my statements online, they have the other patient's mailing address. PathGroup has also sent me to collections for the other patient's balance.Business Response
Date: 01/18/2024
Thank you for bringing this concern to our attention. We have been in contact with our statement vendor to correct the patient discrepancy issue and will have our representative contact you to discuss these same actions. Please let us know if you have any further concerns.Customer Answer
Date: 01/25/2024
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.
Sincerely,
*************************Initial Complaint
Date:12/11/2023
Type: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 for a service that was not sent to my insurance company to determine coverage. This service was then sent to collections after three billing notices were sent to the WRONG address through a clerical error on Path Group's (billed as Associated Pathology, LLC) part (sent to ********* ***** instead of *********, ** *****). Both I and my insurance have been in contact with Path Group who assured me they would have it processed through insurance and removed from collections. I additionally requested via certified mail and receipt request a stop collections to *********************** which was received on 11/21/28 and another letter was sent to me saying I owed the full amount on 11/28/24. No one has answered me from Path Group as to the status of the bill and it's being removed from collections.Business Response
Date: 12/15/2023
Patient can disregard statements and collection notices. The balance has been adjusted and removed from collections.Initial Complaint
Date:10/13/2023
Type: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.
Medical Record# ********. I was waiting to see if my insurance would pay for at least some of the charges or reduce the amounts, but for some reason my insurance did not. I attempted to call PathGroup several times on 10/10 & 10/11 but was left on hold for very long periods of time and could not reach anyone. I tried again 10/12/23 9:15am and spoke with a rep about the charges and she put in a request for a discount. After waiting on hold for over 20 minutes, she said she would call me back as soon as they responded to the request. She called back and said the acct was already turned over to collections which was definitely a surprise to me since I just received the final notice. I asked for a supervisor and was put on hold for ************************************** I called back and asked again for a supervisor after about 15 mins on hold I spoke with ********. She said there was nothing they could do since it was already turned over to collections. She said they would have reduced the amount before that but after it is in collections it was company policy that they would not discount the $950.21 for one day of lab work. According to the PathGroup website it says that customers are given at least 7 days before collections are possible. The final notice was dated 9/29/23 and the rep said that it was turned over to collections on 10/5/23. I have proof from **** that the final notice was not even delivered until 10/5/23 so turning over to collections was definitely premature and gave me no time at all to contact PathGroup before collections were involved. I started a payment plan to remove the acct from collections, but feel that the acct definitely does need to be discounted. Since the acct was sent to collections prematurely, I would like to request that the acct be discounted now please.Business Response
Date: 12/15/2023
On 10/12/23 ************* requested services be discounted. It was determined a discount could not be applied due to the contractual insurance adjustment of $56.15 that posted to the account on 7/14/23. The account was removed from collections on 10/13/23.Initial Complaint
Date:06/13/2023
Type: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.
My healthcare provider uses Pathgroup as their preferred lab. After the first few times of using their lab, I found out Pathgroup is not in network with my health insurance, however, I continued to allow my provider to send my lab work to them because their prices were reasonable. Their invoices are confusing though, and I once contacted their billing ***** to get a better explanation but the rep. was unable to assist me, stating that something on their end "is down" and that she would have to contact me later. That never happened, no one ever called me back. I never attempted to contact them again and simply paid my bills as I received them. Fast forward, I had labs processed through Pathgroup last in January 2023 and received statements for the amounts of $19.98 (which I paid by check mailed out 1/28/23), $5.10 (again paid by check mailed out 2/24/23), and $2.55 (paid by check mailed out 5/4/23). That was the last bill I received. I checked with my bank to verify that ALL checks cleared, and they did. Since then, I have not received any further statements/invoices from Pathgroup, nor has Pathgroup tried to contact me regarding further balances. I then received a collections notice for the amount of $593.04 from a company collecting on Pathgroup's behalf! When I called on 6/9/23 to verify, the company informed me that the balance was now $613 because Pathgroup sent two more accounts to them for collection. I have ALWAYS paid my balances with Pathgroup, despite knowing they are out of network, I chose to give them my business. I feel that I was unjustly sent to collections by this company without so much as a statement or warning for the amounts they were attempting to collect. It is unfair to send a paying customer to collections without even sending them a statement first, it's unheard of! I thought I was in good standing with Pathgroup since I have always paid my bills with them directly. I deserve an explanation from Pathgroup.Business Response
Date: 09/12/2023
09/12/2023
Consumer Name: ***********************
Medical Record Number: ********
Date of Service: 12/29/2022,01/05/23, AND 01/12/23
Balance: $0
Complaint ID: ********
This communication is to serve as a formal response to complaint ID # ********, filed on 06/13/2023. After researching this complaint, it was determined that there was a system error which caused the account to prematurely forward the balances to collections. We are thoroughly investigating this matter to prevent it from happening in the future. We sincerely apologize for any frustration we have caused and we are able to confirm patient now has a zero balance with our office.Initial Complaint
Date:03/23/2023
Type: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.
On Jan 17th, I received the second statement for the amount due for my wife. As it was the second statement, I paid it promptly the next day through the payment portal. The amount due was listed as $79.53, so I paid it; The additional $2.55 was not listed. We did not receive the February 14th statement but did receive the March 14th statement. I thought it was a bit out of the ordinary to send a bill for just $2.55 and threaten collection activity if not paid, but I nevertheless attempted to pay it. When I went to the payment portal, it indicated that there was no balance due (screen shot attached). I called and explained to the rep the issue; The rep's explanation was very difficult to understand, in that it sounded like the amount was zero because it had already been sent to collections. I then asked why they would send such a small balance to collections, and she then said it had been "recycled" or "reset" or something like that, and that the balance was still due. I then told her, again, that the payment portal indicated no balance due, and which point she told me I could pay by the automated system. I told her that I would prefer to do it by the payment portal vs. the automated system just for efficiency's sake. She then told me to check the payment portal in 24 hours, and the balance due should be listed. I did, and the balance still is listed as zero. Given the small balance in addition to the issues that I have experienced I respectfully request that the $2.55 be written off, as the amount expended on this issue already by Pathgroup and my side far exceeds that amount.Business Response
Date: 03/27/2023
Consumer Name: *****************************
Medical Record Number: ********
Date of Service: 11/23/2022
BBB Complaint ID # ********
Total Balance Due: $0.00
This communication is to serve as formal response to BBB complaint ID# ********. After researching the consumers husbands complaint,our records indicate that the statement sent on 01/17/2023 did indicate a balance due of $82.08, however, there appears to have been an issue with updating the account balance with the $2.55 invoice to the portal. This would explain why when the consumer logged in, the account balance was $79.53, to which the consumer paid that balance. Because there was an additional $2.55 balance, this caused the additional 2 statements to be sent 2/14/2023 & 03/14/2023, that indicated a $2.55 balance due, with the last statement explaining potential placement with a collection agency if the balance is not resolved.
We would like to express our sincere apologies regarding the entire balance not being reflected on the patient portal at the time the consumer made their payment in January 2023. This issue has been escalated to our internal support team to determine the root cause and correct this issue going forward. Also, we can assure the consumer that this account balance of $2.55 has not been placed with a collection agency and given the circumstances and frustration on the consumers behalf, we have adjusted the account to reflect no account balance for the date of service of 11/23/2022.Customer Answer
Date: 03/27/2023
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.
Sincerely,
***********************
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