Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am writing to formally file a complaint against Quest Diagnostics regarding their billing practices, which have caused me significant frustration and financial concern over the past year. I am covered under my spouse's GEHA Medical Insurance, and Quest is designated as the local provider for lab work due to a direct relationship with GEHA. Despite my efforts to use Quest Diagnostics as instructed, they have repeatedly failed to bill my insurance correctly. Each time I received lab services, I presented my insurance card, which clearly indicates my coverage. However, for the past year, Quest has not billed GEHA, despite assurances from GEHA that they cover lab services with zero copay. I have attempted to resolve this issue through multiple channels: 1. I have contacted Quest Diagnostics' customer service on seven separate occasions. 2. I have participated in several three-way calls with GEHA and Quest’s representatives. 3. I have sent written correspondence to both the Corporate Office and the Billing Department at Quest. 4. I escalated my concerns to a supervisor within Quest's customer service team. Regrettably, none of these efforts has led to a resolution. Each time I have been assured that my insurance would be billed correctly, yet I continue to receive surprise bills and inadequate customer service. GEHA has confirmed multiple times that my insurance covers lab services without any copay, yet Quest Diagnostics has not acted in accordance with this information. Given these ongoing issues, I strongly advise other GEHA members to approach Quest Diagnostics cautiously. The billing problems and lack of competent customer service can lead to unexpected financial liabilities and stress. I hope that bringing this issue to your attention will prompt an investigation into Quest Diagnostics’ billing practices, particularly regarding their interactions with GEHA Medical Insurance. Thank you for your assistance in addressing this matter.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Labcare PLUS sent a bill to collections. I have no idea where this bill came from. I have multiple accounts and receipts of me paying Labcare plus ***** (which is the amount that was sent to collections). I do not have a bill for the date they are saying in April though. Nothing was sent to me in the mail from Labcare and then I get something from collections. I have never in my life missed a payment or had something sent to collections, my credit is also over 800 so I am not sure how this happened. This is NOT the first time I have been penalized due to Labcare's incompetence. Last year there was a whole fiasco with my insurance company because Labcare billed them twice for the same service. Labcare has also sent bills to an old address of mine despite me calling them and changing my address.

  Business response

  09/22/2022

  LabCare PLUS used the home address supplied by this patient's provider and matches the information above.  This information was forwarded to our billing company Quadax who has documented that four (4) statements were sent to the address above on 4/22/2022,  5/23/2022, 6/23/2022 and 7/25/2022, each for *****, after no response from the patient, it was turned over to collections on 8/24/2022.  The patient eludes to paying *****, but that is not what the ******************* is referring to as it is for *****.  As far as her other issues, I would need specific dates of service in order to investigate.  But in the case above, I could find no lapses in service.  If I can be of further assistance, please don't hesitate in reaching out to me.  *************************

  Customer response

  09/27/2022

   I am rejecting this response because:
  
  I did not receive any of the communications they are talking about. I will now need to dispute with credit reporting because of your incompetence. *****, i received zero communication regarding this charge and believe i am being scammed 

  Business response

  09/30/2022

  We are sorry this patient has had a negative experience, so we have placed these claims on "hold"  until they have been paid as per information from the billing company (Quadax) verified that they sent statements to the  address we were provided on the orders from her doctor, with no returned mail.  FCI, (the collections agency we use for this purpose), verifies that these claims have not been reported to any ************* and should not reflect negatively on her credit report. Ticket ****** has a balance owed of ***** and Ticket number ****** has a balance owed of *****. If this patient has verification of paying either of these, please have her call the number appearing on her statement so it can be rectified.  Thank You,

• Initial Complaint

  04/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I pay insurance premiums and my insurance company pays for any medical care I receive. Sometimes I have copays which I usually pay when going for treatment. I have been going to the **************** which is a in network provider for my insurance company Humana. I only go to the ****************. I am receiving bills that are past due from LabCarePlus. I just received one today for $147.25. How it is past due and I just received it today is beyond me. I called and tried to explain to these folks I go to the **************** which is in network for Humana. They do not care and continue to harass me. I know these companies think it is fun and clever to harass people to collect bills and think if they continue the customer will get tired of being harassed and pay. The last few years I lost both parents and a brother to Covid. I am having health problems and had surgery on my skull. I have to deal with several companies that do not know how to ****. It is not my fault this **** was coded incorrectly or whatever happened. I am asking LabCarePlus to stop contacting me and contact the **************** or whoever made the mistake. This is the last time I am making this request. If I receive one more harassing letter from them I will contact a lawyer and maybe the lawyer can explain how billing works.

  Business response

  04/11/2022

  Looks as though ******************** gets his laboratory work drawn by ******************** a Visiting Nurse service.  Once his blood draw has been completed in his home. Attentive ********* drops his samples off at our ******************** center where we proceed with ordering, coding and billing of his insurance as supplied by the Nursing Service.  We have no way of knowing what a patient's in vs out out of network coverage might be.  There have been 7 such visits in 2022 in which ************************ labs have been dropped off at our Stow site.  My suggestion would be to have ******************** inform the ************** care that they MUST use a **************** facility for any services they render to him.  Thank You,

*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. ↩