ComplaintsforAerodiagnostics, LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  6/22/2023 testing performed 11/3/2023 I paid $260.66 7/4/2023 I paid $99.74 8/26/2023 my insurance administrator processed the claim. Their EOB determined that I am only responsible for $142.10 11/2023 I called Aerodiagnostics multiple times. Billing department said my responsibility was about $360.40. After I called about five times they decided to refund $150.66, said I was responsible for $209.74. I spoke with *** in Billing and ******* in another division.

  Customer response

  12/01/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had lab testing done through Aerodiagnostics 7/29/22. On the the Laboratory requisition paperwork, it says the "full payment" amount for the testing is $******. For clients with insurance, which is my case, the initial payment is $*****. I paid the $***** amount via check. 10/7/22 I received an EOB from ***************** (Cigna), my insurance provider. Aerodiagnostics billed them for $502.50 to which ********** paid $******. Given that the full amount for the test was ******, and that I already paid Aerodiagnostics *****, and insurance paid them ******, I should have a credit of $91.24. However, a bill from Aerodiagnostics dated 11/9/22 states that I OWE $201.52. On 11/14/22, the date I received said bill, I called Aerodiagnostics and spoke to a representative named ****. He offered me a discount, but he said I would still owe over $100. I said that would not work since I have a credit. He transferred me to his Billing Director's voicemail. I left a voicemail but didn't hear back. Over the following week, I called the customer service number two more times. Both times the line went to voicemail. I left a voicemail each time. Finally 11/22/22 ****** from Aerodiagnostics returned my call and left a voicemail. ****** said she will have ******* call me about this matter. I have yet to receive this call. Instead, in the interim, I have received another bill for the $201.52 amount.

  Customer response

  12/23/2022

  I have not heard from the business in response to my complaint.

  Business response

  01/05/2023

  Thank you for sending us this information.

  The complaint suggests that our test cost is $209.74, when in fact the cost of the test this patient completed with Aerodiagnostics is $502.50.  The patient had a discount option to choose from on the laboratory requisition regarding payment which she did not choose. The patient chose "bill insurance".  The requisition clearly states that there is an "initial"payment of $99.74, which the patient paid, we then we filed the claim with the insurer for the cost of the test ($502.50). 

  The insurer paid $201.24 leaving patient responsibility of $301.26 which the partial payment of $99.74 was deducted and a statement for the remaining balance of $201.52 was sent. The statement clearly offers the patient another option additional discount.

  The patient called into our office on several occasions where our representatives explained the billing. On December 5th, 2022, the patient spoke with our Operation Supervisor who agreed to waive the patient responsibility $201.52 entirely. On each occasion a refund was never requested, nor would we have agreed to this as the actual cost of this testing is $502.50.

  Regards

  Aerodiagnostics

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   Thank you for informing me of the response from Aerodiagnostics.The response contains multiple discrepancies, which I will address line by line by quoting them then presenting my rebuttal.

  
  Discrepancy 1, Aerodiagnostics: The complaint suggests that our test cost is $209.74, when in fact the cost of the test this patient completed with Aerodiagnostics is $502.50.

  
  Discrepancy 1, My rebuttal: Nowhere on the original paperwork does it say that the cost of the test is $502.50. However, in section 5, point 2, it says the full payment of $209.74." If the cost of the test really is $502.50, it needs to be clearly stated and definitely not misleading as it is written right now. This does not make sense.
  

  Discrepancy 2, Aerodiagnostics: The patient had a discount option to choose from on the laboratory requisition regarding payment which she did not choose. The patient chose "bill insurance".  The requisition clearly states that there is an "initial" payment of $99.74, which the patient paid, we then we filed the claim with the insurer for the cost of the test ($502.50).
  

  Discrepancy 2, My Rebuttal: So is this discount option the same as the section 5, point two that I had named above? If so, then lets follow Aerodiagnosticsline of thinking. So if I would have chosen ************ or as Aerodiagnostics is calling it the discount option, the full payment as listed in section 5 point 2 would have been $209.74. However, since I chose ************** now the test becomes $502.50?  As I said above,this $502.50 amount is not at all indicated on the laboratory requistion as they term it. So someone with no insurance pays $209.74? But someone with insurance, between their portion and the insurers portion, pays $502.50? In my case, me initially paying $99.74. Then insurance paying $201.24, then me owing an additional $201.52? So now with insurance, my total becomes $301.26 because I have insurance?  But if I would have chosen no insurance I would have only owed $209.74?
  

  Aerodiagnostics next statement (as listed below) is accurate.However, I refuse to accept to pay any remaining balance when I should have a credit: The insurer paid $201.24 leaving patient responsibility of $301.26 which the partial payment of $99.74 was deducted and a statement for the remaining balance of $201.52 was sent. The statement clearly offers the patient another option additional discount.
  

  Discrepancy 3, Aeordiagnostics: The patient called into our office on several occasions where our representatives explained the billing.
  

  Discrepancy 3, my rebuttal: I have called on several occasions but have only ever reached a live person one time instead of voicemail. The person I spoke to was **** on 11/14/22, which I went into detail about on my last submission to BBB.  In Aerodiagnosticsdefense, two times they had tried to reach me back but got my voicemail. They left voicemails on 10/19/22 and 11/22/22. I will reference 10/19/22 in a later section. Right now, I will focus on 11/22/22. This voicemail was in response to 2 voicemails I had left on 11-21-22 in which I had stated I was still waiting on a call from one of their supervisors. I stated on the voicemails that **** on 11/14/22 had transferred me to their supervisors voicemail but had never returned my call. So the voicemail on 11/22/22 was from ****** stating that their supervisor ******* would call me, which ******* never did. And still has not. I will further address this in my next point.
  

  Discrepancy 4, Aeordiagnostics: On December 5th, 2022, the patient spoke with our Operation Supervisor who agreed to waive the patient responsibility $201.52 entirely.
  

  Discrepancy 4, my rebuttal: This conversation never occurred. A simple pull of phone records could prove that. If needed, I could obtain these phone records from my cellular service provider.
  

  Discrepancy 5, Aerodiagnostics: On each occasion a refund was never requested, nor would we have agreed to this as the actual cost of this testing is $502.50.
  

  Discrepancy 5, my rebuttal: I received an EOB from my insurance mid-October.I called Aerodiagnostics and got their voicemail. In my voicemail, I stated that based on my EOB, I should have a credit. 11/19/22 ****** from Aerodiagnostics returned my call and reached my voicemail. She stated that they had not yet received payment from my insurance so they could not say if I had a credit at that time.If I had never spoken of a refund/credit, how did I receive this voicemail, which I still have saved? I also referenced a suspected credit/refund when I talked to **** on 11/14/22, which, as I will mention again, was the only live conversation Ive had with someone from Aerodiagnostics.
  
  Regards,

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

   

   

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a test performed on 9/2/2021. Before Aerodiagnostics would process the test, they called and had me pay $99. A claim was submitted to my insurance, AARP ******** Advantage Secure Horizons Plan 2 (HMO). They paid $75.62 and said my part was $25. I received a **** for $480.06. After several phone calls, my insurance says I am not responsible for any more than the $25. Aerodiagnostics has written off $370.06 and says I still owe $110. Technically, I could ask for a $74 refund. Could you guys please sort this out? My Aerodiagnostics account number is ***************, phone number ************. My insurance customer service number is ************.

  Business response

  03/11/2022

  Good Morning,

  We at Aerodiagnostics apologize for your unfortunate experience.

  Upon review if your account we have found that you were speaking to our third party billing company about your concerns with no resolve. We have reviewed the claim in our internal system and do see a posting from your insurance carrier. The remit appears to have been correctly applied on 10/28/2021 and find there is a credit of $74.74.

  We will have this processed and sent to you via ***** 2-day by end of business Monday March 14th.

  Please do not hesitate to contact Aerodiagnostics directly at ************

  Sincere Apologies

  Aerodiagnostics

  Customer response

  03/11/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

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