Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oral pathology lab . Over charge me . The original bill was $60 when they charged me $285 . I've been approved for a refund. It's been over two months and this comp ay is giving me around. Please help

  Business response

  12/19/2024

  ******* ******** ******** ******** *****   *** ***** ******* **  ********** *** **** ***    *********
  Reply:
  *** *** ****** biopsy specimen was received at our facility.  As a laboratory, we do not reject specimens due to type of insurance or lack of any insurance.  The patients specimen has to be processed immediately.  It is the patients responsibility to clearly state to the doctor if their insurance requires a specific laboratory and/or if they are refusing to have their specimen analyzed. We received the specimen with a requisition form stating personal information and containing ******************** information.  The patient additionally signed the portion of the requisition form.
  We submitted to the patients medical insurance.  On May 14, 2024, a claim was received with denial # ************* as the balance of $60.00 was applied to the patients deductible.
  Two invoices and a pending collection notice were sent.  On August 14, 2024, we received payment of $285.00 by Mastercard. As per the attached invoice, it was a glitch in the system that we charged the patient the full amount.  The adjustment of $225.00 was applied to his account, but the amount was not adjusted accordingly. 
  On August 21, 2024, the client called and stated ********** has informed him the balance should have been only $60.00.  His name was put onto the refund list. 
  Unfortunately, our email had changed during this process. I received the message from the Better Business Bureau on Dec. 4, 2024 and as the manager, I looked into the matter myself and expedited his refund.  His full refund was sent out on Dec. 4, 2024 with check number 11971. On Dec. 2, 2024, the client asked his credit card company to reverse the charge on this Mastercard.  We received the charge back notice on Dec. 9, 2024, ********** charged back $225.00 to his account.  Another letter from ********** was received on Dec. 13, 2024, confirming the chargeback. 
  The client called on Dec. 16, 2024,concerning the check he received from our office.  We placed a hold on our check so that the client would not get a double refund.
  The patient has now been made whole by the credit card company.  As such, the check will remain on hold.  His account balance is completely satisfied.  On Dec.16, 2024, the client was informed of the situation.  We are certainly sorry for any inconvenience this has caused.  At this time, he does not owe us any charges nor do we owe him. 

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