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:02/19/2025

  Type:Product 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.

  My PCP ordered bloodwork. I got a notice for a bill in the mail so I called my insurance. They informed me that everything was fine and I did not owe anything. I got another bill, this time saying Please do not contact your healthcare provider directly about this notice as it pertains to amounts owed to us from you for laboratory testing services. I never went to this laboratorys location, my provider must had sent the ***** to the lab to test. It is strange to inform me not to contact them, something just doesnt seem right.

  Business Response

  Date: 03/03/2025

  Good morning,
  
  I was able to review this matter, it appears it was resolved on 2/19/2025.  The patient reached out to our ************************ Team and provided valid insurance information. The claim was submitted, please allow time for this to process.  If there is any patient responsibility determined by the insurance company, we will mail out an updated invoice.
  
  We did also want to address the patient's concerns.  The specimen was collected by the ordering provider's office and sent to our laboratory.  However, they did not provide valid insurance information, which triggered the invoice to be mailed to the patient.  We do apologize if the messaging on the invoice was not clear.  There was no reason to contact the insurance company because we were unable to submit the claim due to invalid insurance information provided by the ordering provider's office.  
  
  Should the patient have any further questions or concerns they can reach out to our ************************ Team; ************* *************), available M-F 8AM-7PM ET.

  Thanks,

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

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  On December 16, 2024, I visited an urgent care clinic for a COVID test, expecting a rapid test. The doctor informed me that the test would be sent to BioReference Labs. I immediately requested a rapid test and was assured that my sample would not be sent to the lab. Despite this, my sample was sent to BioReference Labs, resulting in a $55 charge for a service I never requested or consented to.After receiving the bill, I contacted the urgent care clinic, who assured me they would resolve the issue. However, after I contacted BioReference Labs, they refused to remove the charge.Violations:Failure to Inform Me of the Costs I was not informed that sending my sample to BioReference Labs would result in a charge.Breach of Agreement The clinics assurance was not honored, and my sample was sent to the lab despite my request for a rapid test.Deceptive Billing Practices I was billed for a service I did not authorize.Resolution Sought:Immediate removal of the $55 charge.Written confirmation that the charge will be removed and not reported to collections.Compensation for emotional distress caused by this unauthorized charge.If this issue is not resolved, I will:File a formal complaint with the New York Department of ***************************** BioReference Labs to the ************************************ (****) and the ******** legal action for fraud and breach of contract.

  Business Response

  Date: 02/26/2025

  Good morning,

  I was able to look into this matter.  We are unable to remove the charge because we received a valid order from the provider's office.  The patient did allow the collection of their specimen, and it was sent to our laboratory for testing by their office.  The patient should follow up with their ordering provider's office regarding this issue.

  Best regards,

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

• Initial Complaint

  Date:01/14/2025

  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.

  8/14/2024 I had a blood test there, this was not the first time I had a test done there, however I don't know why they didn't send a bill to my insurance company this time. On January 13, 2025, I received a letter from a debt collection company called ****** saying that I owed $680 in debt to BIOrefference. A full 5 months had passed. Why did you will not send me a bill. I will communicate with my insurance company to pay the bill. Because another LAB did this ten years ago. They sent me a bill, and then I called the insurance company. After communication, it Solved. Now you are transferring my debt to the debt company without communication. This will affect my credit, and who will bear the loss? I called your **************** and the person who answered the phone asked me to deliver this letter to you. Why should I pay for your mistake and waste my time and gas money to send it to you?

  Business Response

  Date: 01/24/2025

  Good afternoon,

  I was able to look into this matter.  The insurance information we received was not passing eligibility.  Our records are showing we did initially communicate via text to advise of the open balance in August along with a follow up text in October.  An invoice was mailed in November as a final attempt to resolve this matter before reporting the balance to the collection agency. 

  The patient contacted our ************************ team in January to correct their insurance information.  The claim was submitted and is still processing at this time.  The collection agency was advised to hold until the claim is processed and patient responsibility determined.

  Questions pertaining to bills and updates on this specific accession should be directed to our ************************ team.  They can be reached at 1-833-4MYLABS *************), available M-F 8AM-7PM ET.

  Thanks

   

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair 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.

  I brought my 2-year-old daughter to their flushing location for blood work. The staff there didn't know how to get the blood out. She got two for the first time but we need total 5. It took her 10 minutes but she could not find the spot. And she kept blaming we didn't hold my daughter tight.We were not happy so we left. Our doctor told us wait for the results for the 2 first and she will send us to another place for the *******'s been two weeks. No lab work was sent back. So the doctor's office checked and then found out the bloodwork was cancelled by them.I am very upset. I am wonderring what they did to the blood that they took from my daughter? Who gave them right to throw away my daughter's blood? And I doubt they have license to practice to take patient's blook because they are very unprofessional. We went there on 12.27.2024. They should know who we are. I will also file a claim with DOH and 311. They cannot just throw away patient's blood just like garbage.

  Business Response

  Date: 01/14/2025

  Thank you for brining your concerns to our attention. We sincerely apologize for the experience you had and would like the opportunity to address and resolve them.  However, the complaint does not have enough information for us to investigate this further.  I have provided my contact information below for follow up.

  Best regards,

  ******** ****
  Tel #************
  Email **********************************************************

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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.

  On 11/16/2023 *********** provider "***** *****" operating under ******************* in ***********, ** (**************, ordered full allergy panel labwork from BioReference Health LLC. Full alergy panel is supposed to include allergy tests for over 100 items (nuts, trees, flowers, pollen, dust, etc). When results were received by the ordering provider "***** *****", they only contained 9 items (most of them being allergy results for trees) and nothing else, no nuts, food, pollen, dust or other results. Provider was surprised and requested BioReference to cancel the service and not to bill me, since the results were incomplete. After some time I received the bill from BioReference for $284.32. When I called BioReference, they advised me that I was charged in full for allergy tests and charge was abour $262. When asked to adjust the bill, they kept referring me to the ordering provider. When I called provider multiple times, they advised that they already requested BioReference to cancel this bill and cannot do anything else, since the it is coming from BioReference. Been back and forth between the two and now it is being filed with collections. Requesting BioReference to remove the charge for the allergy panel or provide me with full results of entire allergy panel, in which case I will pay the provided amount. This is against the law to charge something BioReference has not provided and considered a fraud.

  Business Response

  Date: 11/03/2024

  Good evening,

  I was able to review this matter. I can confirm that Bio Reference ran and billed for the tests that were ordered by the provider.  Any questions the patient may have regarding the ordered tests should be directed to their provider's office. 

  Regarding the phone calls with our **************** team our records are showing that the representative advised the amount of $284.32 was applied to the member's deductible after insurance processed the claim. They also advised that we performed the tests that were ordered, and the patient should contact their provider's office to discuss further.  Additionally, the patient was provided information to access their results.  Patients can create a portal account to access their lab results with the link below.

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

  Thanks.

• Initial Complaint

  Date:09/18/2024

  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.

  Billing department invoiced me for examinations performed as part of my annual wellness check (preventative care). The reason code PR1 - Deductible Amount is incorrect and they refuse to correct it. I called 4 times the billing department each time to no-avail and had my insurance company call them as well to correct the issue with that resolution being rejected by BioReference Billing. I also called BioReference together with my doctor's office together to get this fixed but billing department is unable to assist or provided detail instructions on how to correct. The lady I spoke with billing actually refused to help and hung up on me without finding a resolution. If issue left unresolved, BioReference will just have an open AR which they will never collect on because I won't pay what my insurance company covers for and this is the fault of BioReference for sending incorrect data to insurance.

  Business Response

  Date: 10/04/2024

  Good morning,

  I was able to look into this matter.  To clarify we billed the claim to insurance and received a response from them in September indicating patient responsibility due to the deductible.  They are now reprocessing the claim, and we are awaiting a response from them regarding the patient responsibility.  We cannot guarantee that all of the charges will be covered as an annual exam.  Though the office visit was for an annual wellness check, the insurance carrier makes the determination on what they will cover as part of an annual visit.  The patient can reach out to their insurance directly for further details on their plan and annual visits.

  The accession is currently on hold in our system while we await a response from the insurance company.  If there is patient responsibility determine they can contact our customer service team to discuss options.  They can be reached via email at ************************** or call #************* (###-###-####), available M-F 8AM-7PM EST.

  Thanks,
  

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  I have an outstanding balance of $555.36 with Bio-Reference Laboratories. Last month, I spoke with a representative and explained that these charges were part of my annual checkup and should be covered as preventive care. The representative assured me that they would reprocess the claim correctly so that it would be covered by my insurance.However, I received a past-due notice today. Upon contacting my insurance, I learned that the claim was never reprocessed as promised. Instead, Bio-Reference submitted it with an incorrect code, which prevented it from being processed as preventive care.I reached out to Bio-Reference again and was told by a representative that I needed to provide the correct code for reprocessing. As I am not a billing specialist, I do not have this information. The representative also indicated that without this code, they could not resolve the issue, even though this is information they should have.Additionally, when I initially had these tests done, I provided documentation, and the technician confirmed that everything on the order was preventive. Given this, I expected Bio-Reference to process the claim appropriately.Bio-Reference is currently not taking responsibility for the mistake and is unable to assist in resolving the issue. I would appreciate your help in ensuring that this claim is reprocessed correctly and the outstanding balance is resolved.Thank you for your attention to this matter.

  Business Response

  Date: 09/13/2024

  Good evening,
  
  I was able to review this matter.  
  
  We have submitted the claim back to insurance for reconsideration due to the patients concern regarding diagnosis codes. We cannot guarantee that all of the charges will be covered as an annual exam.  Though the claim may be coded as one, the insurance carrier makes the determination on what they will cover as part of an annual visit.  The patient can reach out to their insurance directly for further details on their plan and annual visits.
  
  Our records are showing calls made to our customer service team.  The agent advised that the balance was already processed by insurance and discussed available options.  Regarding the diagnosis codes, the agent advised that we billed the claim with codes provided by the ordering physician.  Any requests to change them would need to come from their office directly not the patient.
  
  Since the claim was resubmitted, the accession is currently on hold in our system while we await a response from the insurance company.  If there is patient responsibility determine they can contact our customer service team to discuss options.  They can be reached via email at ************************************ or call #1-833-4MYLABS *************), available M-F 8AM-7PM EST.

  Thanks,

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair 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.

  I am a retired healthcare administrator. I was referred the Veterans Health Affairs to *************************** in **********, ** for a surgery and as part of the pre-operative workup labs were taken and apparently sent to BioReference Health on 02/19/2024. On June 07, 2024 BioReference printed off a collection letter that stated it was a third notice. It was literally the first communication that I had with the company. There was a demand for payment in the amount of $131.53. I am a 100% service connected disabled Veteran so the authorization from the ** for this treatment should not be billed to me. If I were not service connected, the process is to have the provider bill the VA and then I would be billed by them. That is not what happened. My retired ***************** was billed instead. I did not provide the doctors' office with that information, so it is a mystery how BioReference was able to gain that information. Likewise, when I asked that the bill be corrected, BioReference was less than cooperative. I have been bounced between the BioReference, TriCare, and the VA ************** Hotline. I have been billed for care that is already authorized, and the lack of willingness of BioReference to make things right is obvious to everyone but the company.

  Business Response

  Date: 09/11/2024

  Good morning,

  I was able to look into this matter.  The insurance information we billed was provided to us by the ordering provider's office.  We are in the process of rebilling this claim to the Veterans Affairs directly.  That will take some time to complete.  In the meantime, the accession is on hold in our system and has not been reported to an outside collection agency.

  For any further updates on this matter please reach out to our ************************ team.  They can be reached via email at ************************************ or call 1-833-4MYLABS *************), available M-F 8AM-7PM ET.

  Thanks,
  

• Initial Complaint

  Date:07/16/2024

  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.

  I would like to file a complaint. I have gotten a bill in the mail says 3rd collection notice and I never received any bills in the past and these services were from last year so why is Bio Reference sending me a bill for them? This is wrong you sent me 3rd collection notice and I have not gotten any of them I can show you all my informed delivery images. I have 2nd insurance 101721421-2311 *************************** 11/28/2023 $24.09 NYS ******** EC61230P

  Business Response

  Date: 07/26/2024

  Good afternoon,
  
  I was able to look into this matter.  We billed the claim to primary insurance in December 2023, secondary insurance was not provided on the order.  Insurance denied some of the charges, which our billing team needed time to review before determining the patient responsibility.
  
  Our records are showing we mailed three invoices out on 4/9/2024, 5/19/2024, and 6/28/2024.
  
  The secondary insurance information was updated and billed.  Please allow time for that to process.  If there is any patient responsibility determined,you will receive an updated invoice.
  
  If you have any further questions or concerns, please reach out to our ************************ Team.  You can reach them via email at ************************************ or call ************** option 2.
  
  Thanks,

• Initial Complaint

  Date:04/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I had lab services rendered on 11/13/2023. The lab company, BioReference issued an invoice on 3/23/2024 for the amount of $300 and indicated that my account was "PAST DUE" and that it was the "third attempt to contact" me and threatened referral to a Third ************************ However, this invoice dated 3/23/2024, was the first I had received. I had no prior communication from them regarding any outstanding bill. Furthermore, my insurance company confirmed that they had received the claim from BioReference for the service rendered on 11/13/2023. My insurance notified BioReference of the Explanation of Benefits to which my financial accountability was only $42.34 (based on my coverage and the negotiated PPO rate between BioReference and my insurance company). The invoice from BioReference was misleading, inaccurate, and aggressive. It is deceptive billing practices that *** coerce a customer to pay a bill that is clearly not his/her responsibility. I suspect they send these types of invoices to customers in an attempt to receive payment for which they are not entitled.

  Business Response

  Date: 04/17/2024

  Good Afternoon,
  
  It appears this matter has since been resolved.  Customer spoke with our ************************ *********** 4/5/2024.  They received a copy of the *** and had the accession adjusted to reflect the patient responsibility of $42.34.  Customer was also sent a statement via email on Monday 4/8/2024.  If the patient has any further questions, they can reach out to ************************************.
  
  Thanks,

  Customer Answer

  Date: 04/17/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************