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:06/12/2023

  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.

  PRIMEX clinical laboratories in *** Nuys. ********** is a was a provider through my doctor for lab work for bloodwork. They billed my doctor and they keep billing me which it seems to me. They are trying to double dip not only have the committed male fraud which is a federal offense and a felony, but they keep on sending me an invoice and they're billing the doctor I went to see for the lab work it happened on and about six months ago eight months ago I keep getting invoices that's dated October ********************************************* which I'm sure they have thousands and thousands of clients or patients that they double dip this company needs to be placed under investigation as soon as possible. I now just received the final notice from an invoice. I have nothing to do with it was supposed to be handled through my doctors office without proper permission. They have gotten my name and address and they're sending me invoices that's telling me to final notice, my doctors office has consulted with this office Primex can I clinical laboratories in *** Nuys ********** they have negative complaints on the BBB. They don't have a BBB rating it looks like they've been taken down. I'm about to call my attorney and file a criminal investigation and file a lawsuit. Please be careful of this company Stay away. Be careful someone needs to check these guys out. They are committing a crime I'm physically emotionally upset about this this is against HIPAA laws that they have my information and are billing me not only have they been mailing invoices which is committed which is considered a felony help!

  Business Response

  Date: 06/22/2023

  Dear **********************,
  
  After a very thorough review of your account, we have concluded that no errors were made by Primex Clinical Laboratories. You had laboratory services ordered by your physician on 10/11/2022, which stated you are a cash patient (no insurance) and to bill you directly for the rendered tests. Numerous bills have been mailed to you since 10/18/2022. We have spoken to your physicians office several times and have agreed to provide you with a discounted rate; however, you have refused to pay. Our representatives have even made courtesy calls to you back in April 2023 to inform you of these discounts, but you have only threatened our employees.
  

  Please note, laboratory services are not free. Prices can vary depending on the number of tests your doctor has ordered. Patients are financially responsible for payments, whether they have medical insurance or not. When services remain unpaid after several months of billing, by law they can be sent to collections. We pride ourselves on working and settling bills directly with our patients, whether it be providing them with discounted rates or setting up payment plans. We can assure you that there is no double dipping nor any fraudulent acts being committed. 

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Service rendered on 07-01-2022. Primex did not have correct insurance information although I gave the correct information to urgent care who sent me to the lab. I went out of the country shortly after lab work was done and couldn't follow up at the time. Primex billed me and offered terms although my insurance would have covered this claim. I ended up paying the bill myself however I believe that Primex did not give me proper warning (actually no warning at all) before reporting to credit agency.Primex should change their procedure when it comes to:- Obtaining accurate insurance information - Reporting people to credit agency

  Business Response

  Date: 03/28/2023

  Dear ******,
  Upon reviewing your accounts, you had laboratory services done 07/01/2022 at an urgent care who had sent us insurance information which was no longer active. Numerous bills have been mailed since July 2022 to either pay for the balance due or to provide current insurance information for our billing department to submit.
  

  We also noticed you had other laboratory services done 4 days later and you were billed for those services as well since July 2022.  You contacted our billing department last month (7 months later) requesting financial assistance, and we provided a 50% discount for those services to settle the account. However, you did not pay nor mention the services rendered on 07/01/2022.
  

  Primex Clinical Laboratories prides itself on customer service and we do everything we can to make sure our patients are satisfied with our services. We offer more discounts than any other laboratory on the market, which is why we have been in business for almost 30 years. All other medical institutions will send unpaid bills to collectors between ****** days of unsettled accounts.We have been sending bills for over 7 months and had not received a proper response,which resulted in sending your account to collections.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19521949
  
  I am rejecting this response because:

  Dear Primex,

  Yes, you did send me bills. As I mentioned earlier, I had to go out of the country to address family matters and the insurance issue was not on my foremind, hence the delay in my response. That said you still don't seem to have the correct information, not to mention my correct name. I did mention the 07/01/22 bill which was the reason I called. Furthermore, I did pay the collection agency (I sent them a check).

  I understand that medical insurance can get complicated as everything is separate, follow up is difficult, and communication not what it should be. You may follow up what seems to be normal procedure, however billing people and telling them they are not covered although they are covered is not helping. I believe that trying to reach people with an intent to understand the situation would be better business practice.

  I am grateful that you did offer me a discount on services provided. I am working this out with ****************** doing the leg work that someone should have done before. I believe they will be happy too, since they will end up getting the discount, although I don't think you will receive a thank you note from them. 

  As an organization which prides itself on customer service, I believe you should take a look at your business practices. For now, it seems that you are satisfied with being and staying part of the problem, not the solution.

  Respectfully,

  ****************************************