ComplaintsforWest Pacific Medical Laboratory

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  West pac lab has billed ***************** incorrectly and RR ******** has clarified and paid appropriate reimbursement. Westpac lab continues to say I am delinquent and is now threatening me with a collection agency. I have made numerous attempts to contact a rep from their company, with no success. WestPac lab reference# *********

• Initial Complaint

  11/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had laboratory services performed during 03/22-04/22 (total of 4 invoices) that were done incorrectly and duplicately due to west pacs inability to train their employees and a malfunction in their system. The doctor had to send multiple requests for lab work since the incorrect labs were done. After months of corresponding with west pac they agreed to write off the balance. However, this issue is still not resolved as they continue to send me bills. The call center is unresponsive and I continuously get disconnected and no one will return my calls. Their business practices are unethical as they promise you verbally to do one thing and no one is accountable in their organization to follow through. I'd like a final resolution to the following bills through a form of write off as we had agreed to:Account #s: ******** $8.64 ********* $8.64 ********* $234.98 ********* $21.90

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I went to West PAC Labs to have blood work. I paid my bill in full that day right after my blood work was done on October 13, 2021. West PAC Labs began billing me for that blood work the next month. I called their billing department and told them it was paid in full. They have billed me every month since November 2021. I have called repeatedly and spoke to the billing department. Then, 3 times I have mailed them copies of my paid receipt. I continued to get billed. I spoke to the billing department manager ****. He said it was taken care of. I am still getting billed. A few days ago, I got a bill threatening to turn this bill into a collection agency. I called the billing department again. They told me another department is handling it. They could not give me a name, phone number or email of the "other department ". Please help me, I don't want a medical bill that is already paid in full to be turned over to a collection agency. Thank you for your help. I really appreciate it.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  WestPac Labs issued a bill for a service that was incomplete. A ***** test result was never received by the Lab and was critical for travel; I had to pay a second provider to complete it. Rather than communicate with the customer about it, WestPac Labs issued bills and pushed me into a billing department customer service vortex that has been 10 months of phone calls - proactively by me, the customer - to get to a resolution, compromise, or even conversation to address the issue. Not only did I want it solved for myself, but if they had a communication or reporting challenge to me, maybe it was for other customers and I wanted to advocate and help create a better path for others. Westpac Labs billing puts you on excessive holds and then disconnects. They consistently state, X person is not available or the management team is reviewing it. I have been outright neglected by the company - multiple letters to corporate and the billing offices over months, multiple calls, been put on hold for hours to be hung up on multiple times, multiple contacts. I was told even if I get a manager, it will be the same result. The company has not only failed to communicate with the customer but the neglect and abuse of not dealing with the customer is cruel and a bully movement. It is a purposeful pursuit by Westpac to ignore the customer. I have never been called back, no answered letters and have been parked on extended hold (and hung up on multiple times - 6 times today alone after 2.5 hours on the phone). Attaching letter sent to corporate and billing - 6 times sent. I have written logs on dates, calls, hold times that can be provided at later date if needed - 10 months of active customer pursuit and absolute neglect by company. Example: I have been on 3 hours straight of hold and call backs to Westpac today alone, hung up on 6 times. No effort, no resolution. And issuing collection letters as a scare tactic.

  Business response

  11/16/2022

  Businehttps://sanjose.ebindr.com/ebindr/images/icons16x/redact-multi.pngss Response /* (1000, 7, 2022/10/27) */ Our records show that******************** had a ***** test on 10/5/2021 for ****** travel. The results were sent to Ms. ****** on 10/6/2021 via email at ********************. It may have went to her spam inbox. Once results are sent to the patient, our billing vendor sends out the bill. Therefore, Ms. ****** received a bill. The billing vendor's records show that there were many calls from Ms. ****** to the billing vendor; some of which she spoke with someone, and others, the vendor returned her calls and left messages. Ms. ****** indicated to the billing vendor that she did not receive her results on time and that she receive them from her provider on 10/11/2021. However, our records show that we sent her the results on 10/6/2021 which was within the 24 hour timeframe alloted. Ms. ****** asked to pay 1/2 or the $150 that was owed ($75) and this amount was approved. She paid the $75 on 10/8/2022. Consumer Response /* (3000, 9, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has a purposeful strategy in horrible customer service. All calls are put on hold for 45 minutes and all issues are "sent to management." The key issue here is that (1) the company cannot hide behind SPAM as a reasoning for non-delivery. They should be required to provide multiple forms of notification to ensure their critical messaging is received. This is a standard practice. (2) Just because they sent it does not mean it was received. What technology do they have in place to affirm (a) verification of delivery and (b) readability of delivery? This should be a burden on them if they intend to use these channels for primary communication. They should be required to have tools/solutions that provide fair access and verification. Further, they should have reasonable customer service policies and approaches that dont require 42 phone calls and 8 months and countless painful hours for the customer to work to resolve the issue or partner with the vendor on such solutions in cases where challenges are present. Beyond the horrible waste of time, and treatment of a customer that was underserved, they added gas to it by not servicing the customer even further. I called to help WestPac make their solutions/experience better. Instead, I was ignored. I didn't demand refunds, I called to invite partnership on how to improve their service and give feedback - only to be ignored, put on perpetual hold and still demanded to pay. They sent me to collections as a bullying tactic (and without notice) to get me to pay They have taken ZERO accountability or responsibility in their poor reasoning and solution. Just because they sent it doesnt mean it was received. Two step verification or other methods shoudl be required if they are going to charge for such a service. The fact they didnt acknowledge my interest to improve their system is even more tragic. No access to advancement or management and the fact that they push their people to handle the front lines without technology, support or empowerment to make calls without management to resolve issues, is not only crippling, it is tragic,. That poor staff shouldn't have to deal with what they get on the phone (I can only imagine) from customers frustrated with the abuse cycle that they call "customer service." The pure fact that the company sent me to collections without notice, threatened collections several times, NEGLECTED to answer multiple written letters sent to billing and corporate locations over 6 month period, and calls, is sheer abuse and anything but customer service. I had to pay for another test due to their lack of a working system. I agreed to pay the 50% (a recommendation I put forth) only to avoid further collections - a tactic they were using to bully me to a solution that suited them int didnt address the issue. Not only do I want a refund, but I want them to improve their practice to avoid this for others. I have spent unspeakable time on this and it has evolved beyond the dollar amount to be a PRINCIPLE of good business and that is why i am seeking this resolution. They couldn't give it to me directly, they couldn't improve, they couldn't suggest compromise, ....so I am involving an authority that should be aware of how horrible the practices are so that others can be protected that won't invest the time as I have. And that is exactly what WestPac is banking on. Be better, Westpac.

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