ComplaintsforAvantic Medical Lab
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Complaint Details
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Initial Complaint
10/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Hello..this billing company keeps calling me after I explained to them over 12 times that where I got my covid test ..I never got a result because the lab they sent it to was shut down for covid!! I never received a test result..I actually had to go somewhere else to get tested in order to get back to work..they won't stop calling!! I have insurance everyone told me covid test are free..?? But I explained to this billing company over and over and they won't stop calling..I never got a test result!! I looked them up it says their " permetley closed".. same company that the owner was arrested for fraud with that business in 2014.Business response
02/14/2024
Dear April,
We want to extend our deepest and most sincere apologies to our patient, *************************** (Complaint ID *********, for the poorly handled miscommunication. We appreciate the opportunity to address and rectify this matter.
Unfortunately, the week ******************** specimen arrived at our lab coincided with an extraordinarily busy period for COVID testing, not just within our organization but across the tristate area. Commencing early December 2021, we experienced an unprecedented surge, handling more than five times our typical patient volume. This surge was a result of a sudden and dramatic increase in (a) the number of cases, (b) the positivity rate, and (c) the holiday season. The heightened pandemic numbers subsequently led to increased processing times. Unfortunately, labs across the ******** / ********** area were inundated with specimens, creating an overwhelming situation for processing and testing. This surge was entirely unexpected and took the healthcare sector by surprise.
We sincerely apologize for any inconvenience this delay may have caused ****************. We want to emphasize that the delay in her report was in no way intentional or avoidable. Since that time, we have proactively addressed the increased demand by investing in additional equipment and staff to enhance our testing capacity.
We deeply appreciate ******************** patience during this challenging period. Additionally, in cases such as these, patients are not billed for any out-of-pocket expenses. The insurance company sent a payment (in the form of a check) to the patient, intended to be forwarded to the laboratory for services provided. The insurance company alerts us when a check has been provided to the patient and expects us to contact the patient for rerouting the payment to the lab provider.
We want to confirm that we have settled ******************** account. We attempted to contact her via phone calls to apologize, and we utilize this opportunity to reiterate our regret for any frustration caused.
We are committed to learning from this experience and continuously improving our services to better meet the needs of our patients.We value the Better Business Bureau's role in facilitating communication and resolution and appreciate your assistance in addressing this matter. If there are any additional steps or information required to bring closure to this case,please do not hesitate to let us know.
Thank you for your attention to this matter.
Sincerely,Manoj
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.