ComplaintsforThe Family Health Centers

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 7, 2021, I visited my doctor at the ************* She prescribed a Cologuard test. I reminded her that I was uninsured and self-pay. When **** office ordered the test, they provided *************************** with erroneous insurance information from an expired policy I had many years ago. I have asked the **** office to remove this insurance information several times as it continued to appear on my records. The test was completed and I received my results, but I did not receive a **** until October 10, 2021. When I contacted ******************* to ask for a self-pay discount and set up a payment plan, the billing department refused to negotiate because **** provided them with insurance information, albeit erroneous. Had **** ordered my test correctly as an uninsured, self-pay patient, I would have received a $100 discount from ***************************. I am now required to pay full price. I would like for **** to refund me for the $100 their billing error cost me.

  Business response

  11/04/2021

  I am writing response the complaint above.  I have spoke to ***** in the billing department at Exact Sciences in regards to patients billing issue.  I was informed a $100 discount is only applied when self-pay patients pre-pay for their Cologuard kits and because that did not happen they are unable to give patient a discount after tests are resulted.  However, I was given another option to help the patient through a financial assistance program Exact Sciences offers and if qualified she could potentially pay zero for her test.  Patient would need to contact Exact Sciences directly to apply. 

   

  Thank you,

  Karma

  Billing Supervisor

   

  Customer response

  11/04/2021

   
  Complaint: 16044166
  
  I am rejecting this response because: This issue is not about Exact Sciences or whether or not I can afford to pay the ****, the issue is about me not being given the opportunity to pre-pay for my Cologard test because TFHC gave Exact Sciences erroneous insurance information when they ordered the test. By the time Exact Sciences ran the insurance and discovered that the account no longer existed, my results were already complete. The insurance information TFHC gave Exact Sciences was several years old and I had repeatedly asked them to remove it from my account in an effort to avoid an error such as this. I would have gladly pre-paid Exact Sciences for the test had TFHC given them my correct self-pay information at the time they ordered my test. This is just one of several errors I experienced during my time as a patient at TFHC. On one occasion, I received a lab **** for lab work TFHC did not perform. On another occasion, lab services I did have performed at TFHC in 2020 were provided to me in 2021, passed off as new results. This issue with my Colorgard test is the third TFHC error so I felt the need to report this company to the BBB. Any time I have ever tried to talk with anyone at TFHC about the issues I have experienced, they are rude, hateful and condescending. I have always been patient and professional in my dealings with them yet they have never had the decency to provide me with even a simple apology for their errors. TFHC's error has cost me $100 and I would appreciate it if they would do the right thing by acknowledging they provided Exact Sciences the wrong information which resulted in my additional $100 charge. It was their $100 error and they need to cover it. My total **** for this physician encounter was more than $1000. I am only asking them to pay for their $100 error.       
  
  Sincerely,
  
  ***************************

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