ComplaintsforDermlab

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was first contacted by Derm Lab in late January 2021 for an outstanding bill for testing done. This bill came in at more then 10x the cost of my previous testing from other labs. I contacted them and informed the company I could not afford their $488 bill for testing. I was told that they would lower my amount to $200 with in 30 days. This has never happened. I over the course of 2021 I would receive a new bill quarterly reflecting the same amount. Each time I would call back and the billing department informed me that they could see the notes to lower then bill to $200 but it dint process. I would get the same story that they would resubmitted and it should be processed in 30- 45 days. My last contact was in November and they informed me again the would submit to have the bill lowered and it would be processed in 30-45 days. I received another bill at the end of December and it still did not reflect the update amount that was committed to. I called again today and was know informed that I owe the whole amount and I they never approved the discount. It unacceptable that they strung me along for a whole year now say I owe the entire amount for the extraordinarily high testing fees. They need to honor they amount of $200 as told to me by their billing department.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/01/27) */ Consumer Name: *** **** Account Number: 65*XXXXXX Date of Service: 08/28/2020 Case #: ******** (REF#XX-XXXXXXXX-XXXXXXXX-X-XXX) This communication is to serve as a formal response to case# XXXXXXXX. We have researched our internal records, as well as the records of our billing company, including phone call logs. While these records indicate that the consumer requested that we discount his bill to $200, we find no records indicating that we agreed to this discount. The balance due of $488.69 was the balance applied to his deductible by his insurance company and is his patient responsibility. Because both our practice and the consumer are contracted with the insurance company, discounting this amount would create a situation in which we (and the patient) would be out of compliance with this contract. Our billing company explained to the consumer that if he wanted to dispute the bill based upon financial hardship that he could request a charity/financial hardship application to document his financial limitations, but no such request has been received. The patient was also offered a payment plan that could be set up to fit his budget. The consumer refused to make any type of payment, so our billing company's customer service representative informed him that his account would be rolling to collections. Regarding the consumer's comment concerning the cost of our services as compared to other laboratories, he gave no indication of the nature of those laboratory services as compared to our services or as to the amount paid by the insurance company as opposed to applied to his deductible. The services rendered in this situation were those that were consistent with the standard of care; any deviation from this standard of care would not be in the best interest of either party. We again offer to resolve the case by (1) considering a charity care/financial Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based off of all conversation with the company in 2021 I was informed that they were submitting to have my billed lowered. It was not until a year into this process and multiple calls that I was told suddenly that my bill would no longer be lowered since someone simply determined it would not be so. Based off the last conversation they said they were unwilling assist me in helping to lower the amount owed which was different then every previous conversion last year. Secondly I did inform the people on the phone during my initial conversations their services were extremely high ( 20X ) compared to all other test submit from my additional biopsies. Finally I was never informed that I would be sent to collection. I find it unacceptable that they can mislead me to believe for a whole year that my billed amount would be lowered to $200 but then suddenly change what was promised and dictate that its not so and I must pay the full amount. Business Response /* (4000, 9, 2022/02/04) */ Please be aware that in accordance with our contract with the payer, we have provided a discount of $385.31 from the total charges of $874.00 to get to the balance due of $488.69. Contractually, we cannot provide any additional discounts. In efforts to maintain fair and consistent billing practices we must allow this account to follow our normal resolution process. Consumer Response /* (4200, 11, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can you state your company follows consistent billing practices when your billing company led me to believe for over a year they were working to lower my bill to $200. I do not find it fair that for over a year I was told my account balance was getting adjusted by your billing company and that I simply need to call back after 30 days. I don't find any consistency in the practices of your billing company and what you are telling me now. I do not accept this resolution as its the opposite of what I have been consistently told over the last year and you company should honor the commitments made by your billing company.

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