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:03/18/2025

  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.

  Horrible. Ive never received a bill from this company until it was in collections. For $49. Believe that? I called and called around and turns out when my service was done the next month they switched billing providers. Ive tried calling someone at this place but they just say they dont work with billing. The new billing company has no info about my bill. Messed up practice So story line. Service done 3/15/24 North shore switched billing companies 4/24 I receive a bill late 2/25. Call number listed and it send me to another number. Call that number and it is collections. And the collections dont answer their **** phone either. **** is still unpaid!!! ******** company practice. Ruining peoples lives with their errors!!

  Business Response

  Date: 03/19/2025

  We are always sorry to learn of any frustrating circumstances experienced by the patients we serve. We take these complaints very seriously and address all patient concerns that reach our administrative offices as quickly as possible, despite the fact that billing is not done directly through that location.
  
  In the past year, North Shore Pathologists recognized gaps in customer service and billing relations. We initiated actions to remedy these deficiencies. In the process, some accounts were unintentionally neglected. In this case, the patients balance with the collection agency has not been (and cannot be) reported to the credit bureau.
  
  We apologize for the frustration and inconvenience.

  In the future, please do not hesitate to leave messages or contact the office directly if you feel your attempts to reach billing or collections are not answered or addressed to your satisfaction.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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.

  I had surgery on 5/12/23 and my surgeon used North Shore Pathology to test my tissue. My surgeon uses ********* hospital and so does this company, so they should have my updated insurance. I received a bill in the mail for $511.94, so I called this facility and tried confirming my insurance and they had it in incorrectly. I gave them the updated info, but the rep kept stating the wrong employer and stated he couldnt change it. I tried informing him he may need to update in his system the group number and he stated he couldnt, hed need to leave it as that employer. Ive continued to call this company since I do not see my bill on my insurance site. Every time they say it wasnt sent, rejected or they wont update my insurance properly. Ive had my insurance do a three way call twice now with no solution. *** also called over 7 times with no success to getting this statement sent to my insurance. A manager from NSP reached out to me to inform me I will be headed towards collections, since my insurance is rejecting my claims. That is not true. I also sent an email to NSP and they responded that my claim is being rejected. I need help getting my statement sent over to my insurance. Im not sure what else to do. I have insurance that will cover this procedure if only the company would send it to them.

  Business Response

  Date: 09/28/2023

  NSP has tried on multiple occasions to file the patients insurance but due to one payor being a processor for a smaller insurance company we encountered multiple issues and conflicting information from the payor.  The patient received the same feedback as well directly from the payors.  We are working with both insurances to resolve the issue.  We have spoken with the patient and have scheduled internal follow-*** to ensure that the issue is resolved in a timely manner. We truly apologize for the inconvenience and frustration this has caused to all parties, but especially the patient.

  Customer Answer

  Date: 10/04/2023

  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

  ******* did reach out to me and stated she faxed over my bill to my insurance company since they were not able to send it based on conflicting information. I have insurance thru Cigna and Lucent is the administrator. All claims should be processed by ***** (it states that on my card). The issue I still have is **** from billing stated he would not change my employer. He continued to send it to wrong insurance. Had he done that my insurance would have my bill already. I just checked online and my insurance has not received this claim yet. I will agree with this once my insurance receives this bill. I appreciate the help. 
  
  Regards,
  
  *********************

  Business Response

  Date: 10/24/2023

  Our billing team kept the patient informed of updates in collecting and posting payments for this complex insurance situation. Payment was confirmed on 10/23/2023. Patient responsibility is $0.00. North Shore Pathologists again apologizes for the frustration and inconvenience experienced by the patient.

   

  Customer Answer

  Date: 10/24/2023

  [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,
  
  *********************