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:04/04/2024

  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.

  LMC Pathology Services billed me repeatedly for a service that I told them was in error. After 6 months of being hounded by them, I paid the bill in August 2023, only to discover that my insurance company had paid it the previous week. I have repeatedly requested a refund but have been continually put off and have not even received a statement, even though I have repeatedly request it. I would like a refund for the amount I paid and a statement from the company.

  Business Response

  Date: 04/04/2024

  *****************, a healthcare technology company that is part of Optum and owned by ******************* announced Feb. 21 that they experienced a cybersecurity incident that impacted its network and operations, disrupting a number of its systems and services that are utilized by numerous healthcare institutions and providers.

  As a result, some provider EMR interfaces and billing systems utilized by laboratories within Sonic Healthcare USA have been temporarily interrupted

  As of the time of this communication, most ***************** systems remain affected and are down.
  
  We are actively monitoring industry communications regarding this event. Please know that we are aware of the seriousness of this event and its impact on the healthcare ecosystem. Our highest priority, as always, is in the interest of protecting our clients and their patients.

  Once Sonic Healthcare has regained access to the ***************** billing systems,we will communicate with you and work towards reasonable and satisfactory resolution to your specific issue. Please understand that this an issue beyond Sonic Healthcares control. Nevertheless, be assured that Sonic Healthcare is committed to ensuring that no patients are adversely impacted by the cybersecurity incident experienced by *****************. If you would like to talk directly with a representative of Sonic Healthcare or Billing Supervisor, please feel free to give us a call at ************

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21530863
  
  I am rejecting this response because this has been an ongoing issue since August of 2023. Also, it should not take over 6 weeks to resolve their cybersecurity incident so that they can access customer accounts. This is just an excuse.
  
  Sincerely,
  
  *** Medaille

  Business Response

  Date: 04/22/2024

  We are aware of this patient's complaint and are wanting to review and respond at our earliest convenience.  Unfortunately, our billing vendor, Change Healthcare who suffered a cyberattack on Feb 21st is still down and we still have no access to our systems.  We have been given information that the now expected date is April 29th but no necessarily all systems.  We will review and process a refund due to patient once we confirmation all information.  We do thoroughly apologize for the inconvenience but not not anything we can do at this time.  

  This is the latest information posted on UHC's, Change Healthcare website. 

  They will NOT be turning their system back on 4/22 as they had said. They are now planning on 4/29. Once that occurs, they will turn on the hundreds of apps on their servers. Assuming, that goes according to plan, they will open their system so they can close out February, then shut it down. They will reopen their system to get March entered, then shut it down again. They will then,reopen the system for ****** The plan is to keep it open thereafter. 

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21530863
  
  I am rejecting this response because: I would like to receive a direct response from the business via phone or email regarding their timeframe and plan for addressing my complaint, including their plan to provide me with a written statement of the billing and payment history. 
  
  Sincerely,
  
  *** Medaille

  Business Response

  Date: 04/25/2024

  I have called ***, left a message and asked for return call to my cell phone.

  Customer Answer

  Date: 05/10/2024

  I didn't respond because I was still waiting to hear from the business. I received a voicemail message and called them back. I was told they would call me back promptly but I haven't heard from them in almost 2 weeks.

  So far, I have received half of the refund amount but no statement about the rationale or charges. I do not wish to close this complaint but want it on file that this business is non-responsive.

• Initial Complaint

  Date:02/28/2024

  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.

  They failed to get the correct referral number from my practitioner, sent me a bill, then when I called them to give them the correct referral number (their job, not mine), their phone system was down without any ETA on when it would be repaired.I would caution doctor's offices on using their services because they are an administrative disaster.

  Business Response

  Date: 02/28/2024

  Unfortunately, the billing vendor we use is the victim of a cyber-incident.  We have no control over that and I'm unable to review the information to respond to this complaint.  At the time the system is operational, I will review all information to confirm where the breakdown of information occurred  More to come.  

  Monday, 26 February 2024
  Change Healthcare, a health care technology company that is part of Optum and owned by ******************* announced Feb. 21 they were hit with a cyberattack that disrupted a number of its systems and services that are utilized by numerous healthcare institutions and providers.
  As a result, some provider EMR interfaces and billing systems utilized by laboratories within Sonic Healthcare *** have been temporarily interrupted. Sonics ************************ took immediate action, deploying precautionary measures in an effort to minimize disruption in service. Our teams continue to actively monitor and evaluate the situation. Our highest priority is in the interest of protecting our clients and their patients. We will be providing updates to keep you apprised of new information as it becomes available.

   

  Business Response

  Date: 02/28/2024

  Unfortunately, the billing vendor we use is the victim of a cyber-incident.  We have no control over that and I'm unable to review the information to respond to this complaint.  At the time the system is operational, I will review all information to confirm where the breakdown of information occurred  More to come.  

  Monday, 26 February 2024
  Change Healthcare, a health care technology company that is part of Optum and owned by ******************* announced Feb. 21 they were hit with a cyberattack that disrupted a number of its systems and services that are utilized by numerous healthcare institutions and providers.
  As a result, some provider EMR interfaces and billing systems utilized by laboratories within Sonic Healthcare *** have been temporarily interrupted. Sonics ************************ took immediate action, deploying precautionary measures in an effort to minimize disruption in service. Our teams continue to actively monitor and evaluate the situation. Our highest priority is in the interest of protecting our clients and their patients. We will be providing updates to keep you apprised of new information as it becomes available

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21355819
  
  I am rejecting this response because: 
  
  I still have a bill that they were never supposed to send me. I'll accept their response when they fix it - even if they're having a cyber security issue. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/14/2024

  Unfortunately as you may be aware from national news, our billing vendor Change Healthcare has not provided a timeline for when systems will be restored or this incident will be resolved. We will communicate any updates we receive as soon as possible.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21355819
  
  I am rejecting this response because:

  I have no other choice. They can't fix it now, but I guarantee they'll harass me for a bill, that again, I should have never received, after they recover from the cyberattack. A bill they could have easily resolved themselves by calling the doctor's ****** and asking for the correct referral number.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  Type:Billing 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.

  On February 7, 2023, my Urologist sent Prostate Biopsies to LMC Pathology Services (LMC) for evaluation. LMC billed my ******** Part B insurance $1,022.00. ******** payment and adjustments of $949.28 left a balance due of $72.72. On March 30, 2023, my Gastroenterologist sent tissue extracted from a Colonoscopy to LMC for evaluation. LMC billed my ******** Part B insurance $2,220.00. ******** payment and adjustments of $2,133.71 left a balance due of $86.29. I have supplement insurance that pays any remaining balance ******** has approved, but not paid. On September 27, 2023, LMC sending monthly statements claiming they had not been paid. However, my sup. insurance showed they processed both claims on September 10, 2023.Called LMC on October 6, 2023, at 10:58 a.m. explained my insurance provider had paid. Asked LMC to contact insurance if they had questions, but was told they cannot make outgoing calls. After hanging up, immediately called insurance and asked them to reach out to LMC. October 12, 2023, again called LMC, told them ******* had paid them by paper check, check number ******, LMC had cashed the check and it had cleared bank on September 19, 2023. Also put in the mail to LMC copy of the statement and EOBs from **** *** showing they had been paid and there should be no balance due. Also, ******* with **** *** informed me that on October 13, 2023, at 5:40 PM she had faxed and emailed ***** with LMC (fax ************) (email ******************************* a copy of the *** (Explanation of Payment).At the end of October 2023, I again receive statements from LMC saying they have not been paid. I call LMC on November 1, 2023, at 1:12 PM and explain all of this over again, but to no avail because of November 21, 2023, new statements arrive saying I have not paid the balance and stated, Please make payment immediately to avoid further collection activity. Apparently, they have started some kind of collection activity.

  Business Response

  Date: 12/27/2023

  I sincerely apologize for the error from our billing company.  You have two accounts and both are at a $0 balance.  If you should have any further issues, please feel free to contact me, my name is ******* and I am the Director of Billing.  You can reach me at ************.  Thank you  

  Customer Answer

  Date: 12/29/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2023

  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 use ********************* they took the samples in office for pap. They advised they would send pathology off to Quest Diagnostics which is covered by ******** and to which I signed off for. Now I am getting a bill from LMC? Is LMC Quest? If not this is LMCs problem as I have never agreed to do business with them. They were provided my correct up to date medical insurance information by myself as they seem to think I have Cigna but do not. The problem i have is I never authorized anything to be done by LMC so I'm not sure if this is ****** problem for sending off to to incorrect pathology lab or the pathology lab for processing something that I never authorized. Any way, they need to try billing ******** first and see what they say. They haven't even done that.

  Business Response

  Date: 11/13/2023

  LMC received incorrect insurance information at the time of processing.  ************* has been updated and corresponding claim was filed. 

• Initial Complaint

  Date:06/07/2023

  Type:Billing 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.

  LMC continues to improperly bill me since August 2022. This company improperly filed their claim with my insurance provider. This company needs to re-file their claim to the insurance provider in order for the service to be paid. I have made multiple attempts via phone and email to ask them to complete the correct process. They have not done so and continue to bill me.

  Business Response

  Date: 06/22/2023

  Correct insurance was billed, and claim has been adjusted due timely filing. Patient's responsibility is $0 (zero). 

  Customer Answer

  Date: 06/22/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 never been to this office. I use ********* This business does not have my insurance information. Because on the form it wants me to put my insurance information. This office sent me a letter threating to send the bill of $118.61 to collections. I am not paying for a bill that I did not incur. This office a scam and should be shut down. According to the letter, it states, "this is a reminder that payment on your account is now due. To ensure proper credit, please include your account number on all payments or correspondence. Please go to ******************************. to make an immediate payment. if you are unable to go online, payment should be made today to the following address:LMC Pathology services File ****** *********** ** 90074-9203 Please note, just to verify this office. I did what it told me to do. I went to the address provided above. In order to register, it wanted a lab number. The paper sent, does not provide a lab number. Therefore, it wants me to pay via phone. I tried to call the office. No answer. Long wait times. Or so it says. I am not paying for a bill that I did not make. At the bottom of the page, There is another address to send payments too. The address is LMC Pathology Services Attention ****, PO Box **** ****** ** *****. Please file my complaint against this office. Do not want this to touch my credit report. possibly it will not since they do not have my info. I hope. Do not want further contact from this company

  Business Response

  Date: 03/22/2023

   

  LMC - Laboratory Medicine Consultants are the Pathologists is the company utilized by ********* Diagnostics to interpret the patient's procedure from ********* Diagnostics on 08/05/22.  

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19625848
  
  I am rejecting this response because: I do not know this company. I have been trying to contact this company but with no response. Either they are not answering their phones or they do not have people to answer their phone calls. The biggest issue is that on the form it wanted me to put my insurance information. If they received my information from a physician, they should already have my insurance information. I reject this response. No response was a suitable resolution. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/27/2023

  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.

  Had surgery 6/22. Prepaid my portion for surgery, including these labs and others. Insurance paid their portion, in full. Surgery bill completely satisfied. Bills for LMC labs for 6/22 surgery which were bundled into the prepaid bill which I and my insurance had already satisfied, start coming to me with comments indicating that the insurance could not identify me, hence I am responsiblefor this bill. False on all counts. Insurance says that this separate, double billing request was never even made to them. Of course it wasn't made to them, because it would have been denied due to the labs already having been paid by me and the insurance. They are trying to get me to pay a second time while acting as if the insurance was refusing to pay altogether because the insurance supposedly didn't know who I was. Insurance definitely knew who I was, and definitely had paid LMC for other labs in the past, on my behalf, and they already paid for this bill. I make numerous calls to various billing numbers for LMC and explain the circumstances. Bills keep coming though I had been told it was supposedly on hold. Eventually in Dec I get a man on the phone who gives me an email address to send documents showing that these labs were already paid for. I send all these documents and then email later to inquire if they were received. No response. I call again and get a snide person on the phone who says docs were received but I need to wait 30 days. Way past 30 days now. Another bill received, account still showing I owe this money. Why? I want this cleared up and I want a current invoice showing the correct balance owed: $0. It seems I am not the only person this has happened to.

  Business Response

  Date: 02/27/2023

  The hospital does not include any part of LMC's charges in their upfront payments.  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19497992
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********

  Business Response

  Date: 03/22/2023

  We will evaluate the patient's balance at the time the insurance responds to the claim.  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19497992
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:02/21/2023

  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 received a bill from LMC Pathology Services on February 2nd, 2023 stating that I owe $48 for a service which I never received I contacted my health provider in reguards to this bill and they know nothing about it and tell me I do not owe anything This is the third letter I receive from LMC Pathology, I have tried contacting them directly and they have never answered a phone call from me.

  Business Response

  Date: 02/21/2023

  We received the information for testing from client **** ******************** on 09/08/22.   We followed all the information provided on the requisition by provider ************************  I would be happy to discuss this information with the patient and she can call me at ************ which is my cell phone and I am the Director of Revenue Cycle for LMC.  

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  They are telling clients they have a contract with insurance resulting in specimens going to them for testing. They then run the test and bill the patient so they can collect a higher patient portion. Resulting in patients paying a substantial amount out of pocket.

  Business Response

  Date: 11/08/2022

  This patient has insurance coverage through Aetna in which LMC is contracted.  It is our understanding that this patient works at another lab and feels as though if the specimen would have been sent to the other lab, it would have been paid in full with no patient responsibility.   We received the specimen from the client, processed it accordingly to ensure no compromise or delay for patient care  and billed the patient per the insurance explanation of benefits.  ob.  We had no reason to send it out to another lab.  The patient then waited one year to inquire about their invoice after it was sent to a collection agency.  We confirmed with the patient that we had the correct address on the invoices that she never responded to until after this was on her credit report.  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18306758
  
  I am rejecting this response because:

  my preferred lab is Quest diagnostics. It is stated on the front of the insurance card. "Lab work covered at 100% at Quest" I requested their client send it to Quest but was told it would be rerouted to the correct laboratory for testing by LMC. I never received a invoice from LMC and still was never sent a itemized bill as requested via email. I was only notified of my bill when a collection agency called me to inform me I owed money to LMC. LMC is misleading their clients about understanding insurance policies and preferred laboratories. I do work for Quest diagnostics and know my insurance coverage well! This is the second bill I have had to pay do to their incompetence and lack of common sense. 
  
  Sincerely,
  
  *******************************