ComplaintsforLaboratory Corporation of America

Medical Lab and Testing

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Initial Complaint
07/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My laborp account was deleted and all my prior records are gone. No information from 'customer care' regarding what happened to the information or how to get it back..
Customer response
07/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. LabCorp restored records.
Initial Complaint
07/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to LabCorp for a blood draw on April 30th. There are two issues related to this visit.1. The phlebotomist, ****** (unsure of the spelling of her name) fumbled through the draw on my right arm and at one point told me I'd "run out of blood." She had to get a more experienced phlebotomist to finish the draw on my left arm. My right arm was black and blue for several inches on either side of the elbow for two weeks, and so painful and stiff that I wasn't able to use it normally.In attempting to follow up with the clinic, it took several calls and several weeks to hear back from My, the phlebotomy supervisor, who said "oh, that happens" before telling me it "probably wouldn't happen again."2. My providers never received the results of one of the draws (A1C). I have two providers who need these results: my primary care physician, and my endocrinologist. Despite calling LabCorp to request they send the results five times since April, neither of these providers has yet received my A1C results.I would like LabCorp to send the results to my providers and, ideally, to train their phlebotomists bettter.
Business response
07/12/2024
July 12, 2024

BBB of Central and ************
**************************************************************************************************************

Re: Consumer Name: ***********************
Complaint ID: 21938550

Dear Sir/Madam:

This ****** is in response to your correspondence dated July 3, 2024. Laboratory Corporation of America (LabCorp) appreciates the opportunity to review Ms. ******** concerns as we take all customer inquiries seriously.

We have researched Ms. ******** concerns as they pertain to the services provided on April 30, 2024 at the request of ************.Our records indicate the specimen was received on April 30, 2024 and results were sent to *** ***** office on May 2, 2024. We are providing a copy of the lab report for reference.

We have forwarded Ms. ******** comments and concerns to management for the ****************** Labcorp ********************** she visited on April 30, 2024. We would like to apologize for the inconvenience this matter has caused. We appreciate ****************** bringing this matter to our attention. We hope future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service. Our *********************************** may be reached at ************** if ****************** has additional questions.

Sincerely,

*********************
Patient ****************
Customer response
07/16/2024
I am rejecting this response because:
I have called the Eureka Lab Corps and spoken with My (unsure of her last name), the office manager, five different times. I left a message for the branch manager and never got a response.
My informed me that she "thought" they had sent the results to ************, but that the fax number was incorrect. I asked her to follow up multiple times, and my doctor never received the results. Additionally, I asked on each occasion that my primary care provider (*******************, **) be sent the results: this never happened.
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to have a yearly medical performed and my doctor ordered a blood test. I called labcorp prior to the visit and was told that they were in network and accepted my insurance. When I arrived, I was also told that this was covered, and when I left I was also told there was nothing due. I later received a bill for $596.40. I called my insurance company, disputed the charge, and they adjusted the payment on their side to $101.43. Labcorp is now billing me $494.97. This is a surprise bill for an appointment that is usually covered by insurance. Labcorp was dishonest and is charging almost a 600% increase on a blood test. I should have been told I was out of network and should have been given an estimated cost which never happened. I was just billed $596.40 after the fact and hung up on four times when I called to dispute the bill. I have also filed a complaint in accordance with the no surprises act (********). I feel as if this company is committing fraud by informing people that there will be no charge, sending them a ridiculous bill, then hanging up on them when they want to dispute the it.
Business response
07/08/2024
July 8, 2024

BBB of Central and ************
************************************************************************************************************

Re:      Consumer Name:                  *************************
            Invoice Number:                   30029922
            Complaint Number:            21933988

Dear Sir/Madam:

This ****** is in responseto your correspondence dated July 2, 2024 regardingMr. *********
above complaint. We appreciate the opportunity to review Mr. ********* concerns as Laboratory Corporation of America(LabCorp) takes all customer inquiries seriously.

With regard to the above referenced Labcorp invoice, specific coverages and policy provisions are not availableto Labcorp beforeservices are provided. While Labcorp may or may not be contracted with a particular insurance carrier,the provisions of the patients policy determine the patients preferred lab provider pertaining to network coverage. It is the patients responsibility to contacttheir insurance carrierregarding coverage prior to obtainingservices.

After a careful review of Mr. ********* invoice and in an effort to reach a mutually agreeableresolution, Mr. ********* balance has been adjusted as a one-time courtesy. We are providing a zero balance ****** for Mr. ********* records.

We hope this information is helpful. Our ********************************** may be reached at1-800-845-6167 if ******************** needs additional assistance.

Sincerely,

*********************
Patient ****************
Initial Complaint
07/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid $694.05 out of pocket and they reimbursed me $588.83. Now they sent me a collection notice saying I owe $105.22 but I have already paid that since I got reimbursed less. I have been dealing with Labcorp since last year regarding this issue. I am tired of getting the run arounds. When I try to call them, I am on hold for 45 minutes to an hour. Each rep tells me it will be fixed and it is not. I am very close to getting a lawyer and starting a class action suit against them, because at this point, 9 months of dealing with the same bill is considered harassment. I am now getting collection calls from them. If this is not resolved in 14 days, I will pursue legal action.
Business response
07/08/2024

July 8, 2024

BBB of Central and ************
**************************************************************************************************************

Re:       Consumer Name:   Euunise ******
            Invoice Number:     ********
           Complaint ID:         21926256

Dear Sir/Madam:

This ****** is in response to your correspondence dated July 1, 2024. Laboratory Corporation of America (Labcorp) appreciates the opportunity to review ****************** concerns as we take all customer inquiries seriously.

With regard to ****************** concerns we are unfortunately unable to confirm the exact cause of the issue related to her specimen collection on September 22, 2023. In an effort to reach a mutually agreeable resolution, we have made the necessary adjustments and invoice ******** currently reflects a zero balance. We apologize for any inconvenience this matter has caused. Please note, this is not a normal occurrence.

We hope this information is helpful. We expect future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service. Our *********************************** may be reached at ************** if **************** has additional questions.

Sincerely,

*************************
Patient ****************
Customer response
07/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 10, I called about a bill. The doctor's visit was a preventative visit. When I called, I was told by Labcorp that the visit was coded as a normal doctor's visit, and I should call my doctor's ******* I called the physician's ****** and spoke to *******, who stated it was their error and was coded incorrectly and that she would refile. After that, I received another bill from Labcorp. I called on 5/22. The personal I spoke with said that she could she that there was a correction sent in, but the claim was not refiled. She also said I should not have received a bill, and she would not my account. On 6/26/24, I received a bill stating my account is delinquent. When I spoke to ****, she said she sees calls, but does not see any correction to the coding. I have attached a claim by the doctor's ****** showing that this was a preventative visit. This is not a error that is my fault, and I feel that I should be held as delinquent or have a negative **** on my account. Nor, do I feel that I should pay for something that was a preventative visit. Furthermore, I do not trust that I would be reimbursed if I do pay.
Business response
07/08/2024
July 8, 2024

BBB of Central and ************
************************************************************************************************************

Re:      Consumer Name:    ***************************
             Invoice Number:      ********
            Complaint ID:           21906662

Dear Sir/Madam: ************ letter is in response to your correspondence dated June 26, 2024. Laboratory Corporation of America (Labcorp) appreciates the opportunity to review Mr. ******* concerns as we take all customer inquiries seriously.

We appreciate the opportunity to review Mr. ******* concerns pertaining to processing of his Labcorp services provided on March 25, 2024. Our *********************************** received a phone call from ***********************, Office Manager with ************************** on June 27, 2024. ************** provided updates pertaining to the diagnosis on invoice ********.

We have submitted a corrected claim to ********** Blue Shield (BCBS) for processing. *************** may disregard any notices previously received for invoice ********. Should there be any patient responsibility, we will send an adjusted invoice, once we have received consideration from the insurance company. We will allow them approximately 30 to 45 days to receive/process/respond to our filing.

We hope this information is helpful and apologize for any inconvenience this matter has caused. We expect future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service. Our *********************************** may be reached at ************** if **************** has additional questions or needs further assistance.

Sincerely,
*********************
Patient ****************
Customer response
07/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Had two invoices (******** and ********) and paid it through a phone call, no receipt but bank statements state the money was pulled and each respective month which is the same month for each invoice. Would receive notice of failure to pay and I would call Labcorp and they were unable to help me track the payments I had made and said I would still have to pay. Now I receive a collection notice. Recalled and they told me to email them, have yet to see an email, at most they can state their looking into it, nothing.
Customer response
07/08/2024
I have not heard from the business in response to my complaint.

Business response
07/08/2024
July 8, 2024

BBB of Central and ************
************************************************************************************************************

Re:      Consumer Name:    *************************
             Invoice Number:      ********, ********, ******** and ********
            Complaint ID:           21901872

Dear Sir/*****: ************ letter is in response to your correspondence dated June 25, 2024. Laboratory Corporation of America (Labcorp) appreciates the opportunity to review Ms. ****** concerns as we take all customer inquiries seriously.

We appreciate the opportunity to review ************** concerns pertaining to her Labcorp payments. Our records reflect we received ************** payment in the amount of $60.00 on November 18, 2023 on invoice ******** for services provided on April 06, 2023. We also received $60.00 payment on December 21, 2023 for invoice ******** for services provided on 08/02/2023. We have not received payment for invoice ******** and ******** which total $120.00 and therefore the balance remains outstanding.

We hope this information is helpful and further clarifies ************** current balance. ************** may contact our *********************************** at ************** with further questions or discuss her payment options.

Sincerely,
*********************
Patient ****************
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
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.
Have ********************************* Have been seeing MD past 2+ yrs with ***work. Labcorp drew *** (as Have done in past). Tech verified billing and drew ***. 3 month later get a bill. Contacted Labcorp to update. Later recieved letter about overdue again. Contacted them, was sent letter requesting copies of medical card. Sent it in with letter asking for card. Got yet another "past due" letter. Sent email to escalation ***** Couldn't bother them to read the email, asked to send yet another copy of card. After three times appears they are unable or unwilling to go to trouble to update my information after 3 times receiving or attempting to double bill both me and provider.
Customer response
07/06/2024
I have not heard from the business in response to my complaint.

Business response
07/08/2024
July 8, 2024

BBB of Central and ************
*****************************************************************************************************

Re:      Consumer Name:    *******************
             Invoice Number:      ********
            Complaint ID:           21900524

Dear Sir/Madam: ************ letter is in response to your correspondence dated June 25, 2024. Laboratory Corporation of America (Labcorp) appreciates the opportunity to review ************** concerns as we take all customer inquiries seriously.

We appreciate the opportunity to review ************** concerns pertaining to processing of his Labcorp services with the ************************ ************** concerns were forwarded to our Third Party Reimbursement Analyst for further review, which determined the claim was submitted without the required referral number. We have obtained the VA Referral number from Baptist ******************** and have resubmitted the claim for processing.

************ may disregard any notices previously received for invoice ********. Should there be any patient responsibility, we will send an adjusted invoice, once we have received consideration from insurance company. We will allow them approximately 30 to 45 days to receive/process/respond to our filing. ************** concerns have been forwarded as deemed necessary for further internal review of the claims filing process.

We hope this information is helpful and apologize for any inconvenience this matter has caused. We expect future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service. Our *********************************** may be reached at ************** if ************ has additional questions or needs further assistance.

Sincerely,
*********************
Patient ****************
Customer response
07/09/2024
I am rejecting this response because: the response indicates the system requires 30+ days to process. Well above the 7 days BBB awaits for a response. Plus Labcorp customer service sent me a request for additional information that I have given in the past that the representative failed to collect from myself or the provider during the scheduled appointment.
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1-6-2024 my doctor wrote me a prescription to have blood work done. I then received a bill for the blood work due to the doctor leaving off the correct ICD-10 codes. The doctor's ****** then sent over by fax the *** form with the new ICD-10 code *******, plus the doctor's prescription with the new codes on it and a copy of my collection notice by you. These were faxed over to the number they gave us by phone ( **************) SIX times. I have all the confirmation pages!! And still this has not been resolved. I am tired of fighting your company for my bill to go away. Maybe this will help. I am not getting any help from your employees!
Business response
06/25/2024
January 25, 2024

Better Business Bureau of Central and ************
**************************************************************************************************************

Re:      Consumer Name:                  *******************
           Invoice Number:                   ********
           Complaint Number:             21893357

Dear Sir/Madam: ************ letter is in response to your correspondence dated June 24, 2024. Laboratory Corporation of America (LabCorp) takes all customer concerns seriously and we appreciate the opportunity to research Mr. ****** concerns.

When a specimen is forwarded to LabCorp for testing it is accompanied by a test requisition form which provides information including: tests requested, diagnosis, insurance,and patient demographic information. This form is completed by the ordering physicians office. We have reviewed the test requisition received for ************* services on January 29. 2024 and verified the tests were performed and submitted to insurance as ordered.

Our records indicate that we our *********************************** received a call from ********************** on June 25, 2024 to provide additional diagnosis. The charges have been resubmitted to ******** and we await their response at this time. ************** may disregard any notices he may have received pertaining to invoice ********. Should there be any patient responsibility, we will send ************** an adjusted invoice, once we have received their consideration. We will allow them approximately 30 to 45 days to receive/process/respond to our filing.

We hope this information is helpful and apologize for any inconvenience this matter has caused.Our *********************************** may be reached at ************** if ************* has additional questions.

Sincerely,

*********************
Patient Customer Service
********************** of **********************
Customer response
06/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I will only let this go if you have done what you said you have done. ****** code should be *******. Thank You for your time!
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
A nurse at *********** was stuck by a needle after I left the facility on 4/8/24. These labs are source patient labs, protected by law. This is a Workers Comp claim for another individual. I should not receive this bill. The results were given to Med ************************ & do not even show on my lab corp account.
Business response
06/25/2024
June 25, 2024

BBB of Central and ************
**************************************************************************************************************

Re:       Consumer Name:   ****************************************
            Invoice Number:    ********
           Complaint ID:        ********

Dear Sir/Madam:

This ****** is in response to your correspondence dated June 21, 2024. Laboratory Corporation of America (LabCorp) appreciates the opportunity to review *********************** concerns as we take all customer inquiries seriously.

We have researched *********************** concerns as they pertain to the invoice she has received for services provided on April 8, 2024, invoice ********. After careful review, we have made the necessary adjustments and invoice ******** now reflects a zero balance. ***************************** may disregard any notices she has received pertaining to invoice ********.

We hope this information is helpful and apologize for the inconvenience this matter has caused. We appreciate ******************************* bringing this matter to our attention. We hope future experiences with LabCorp will reflect our continuing efforts to provide excellent customer service Our *********************************** may be reached at ************** if ***************************** has additional questions.

Sincerely,

*********************
Patient ****************
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/15/23 I went to LabCorp in ************** for routine lab work per the request of my health care provider. Before accepting services, I confirmed with the front desk staff that they accepted my ************************* it was "in network" as I did not want any "surprise" bills. Unfortunately, that is exactly what I received a month or so later - a surprise bill for $799.13. I called my insurance company first and was told that LabCorp was not in network, despite what LabCorp had told me. I could've gone to another lab in town that accepted my insurance, but I mistakenly trusted LabCorp. I wrote Lab Corp a letter and explained the situation. I enclosed $79.13 and told them that since they lied to me about accepting my insurance, I considered this to be a fair amount and would like them to work out the rest of the payment with my insurance company. They did not respond and continue to send me bills and threats. I consider their actions to be health care fraud - lying to a patient to get my business.
Business response
06/25/2024
June 25, 2024

BBB of Central and ************
************************************************************************************************************

Re:      Consumer Name:                  ***********************
            Invoice Number:                   45076941
            Complaint Number:            21873175

Dear Sir/Madam:

This ****** is in responseto your correspondence dated June 20, 2024 regardingMs. *********
above complaint. We appreciate the opportunity to review ********************** concerns as Laboratory Corporation of America(LabCorp) takes all customer inquiries seriously.

With regard to the above referenced Labcorp invoice, specific coverages and policy provisions are not availableto Labcorp beforeservices are provided. While Labcorp may or may not be contracted with a particular insurance carrier,the provisions of the patients policy determine the patients preferred lab provider pertaining to network coverage. It is the patients responsibility to contacttheir insurance carrierregarding coverage prior to obtainingservices.

After a careful review of ********************** invoice and in an effort to reach a mutually agreeableresolution, ********************** balance has been adjusted as a one-time courtesy. We are providing a zero balance ****** for ********************** records.

We hope this information is helpful. Our ********************************** may be reached at1-800-845-6167 if ******************** needs additional assistance.

Sincerely,

*********************
Patient ****************
Customer response
06/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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