Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint pertains to being overcharged on services advertised on ***s website for a substantially higher price nearly triple the charges listed. I have contacted them 3 times - each of their replies back do not even remotely address the issue of being overcharged. Ive just been getting the run around. I went for two labs on 3/11/24 at the *** lab located at *************** in *****. I have taken the same tests twice in the past year and a half. This time the prices tripled and I voiced my concern to the phlebotomist, who also processed my payment. Although courteous, she gas-lighted me, as well as the CSRs I contacted. *** made no effort to address the discrepancy in the price for a self paying patient. The pricing listed on ***s website for the A1C and *** labs were even less than what I paid for in the past. However, this time I was charged $88.18 for the A1C, with an additional charge of $35.00 to get my blood drawn; this has never occurred before. I had to forgo the *** test priced at $160.00 my doctor ordered because I did not have enough money to pay it. I had an appointment on 3/15/24, and my PCP confirmed these were the tests he ordered. In the past, the pricing was a little under $90.00 for both test combined. Now the cost tripled into $260.00. Currently on ***s website, the cost of the A1C lab is listed at $36.00 and the *** for $36.00. No where on the self-pay pricing page is there a fee of $35.00 listed to get blood drawn.I thought *** offered discounted, upfront pricing for the uninsured. IMO, they are intentionally misrepresenting their prices. If the prices quoted online are not accurate, or even close for self-paying patients, than the public has the right to know.The technician could had looked at what I had paid for in the past for same two test. It may sound trivial, but $260 is a lot of money to me; thats why I wanted to use the self-pay option. Please find the attached documents supporting my complaint. Thank you.

  Business response

  04/02/2024

  Dear ******************,
  Thank you for bringing your concerns and billing issue to our attention. We sincerely apologize for any inconvenience this has caused you. The *** and Quest JV billing team has worked together to review your case and was able to determine the issue. We will be completing re-education with our phlebotomy team to properly bill for the Upfront Payment Program verses straight patient billing. We have requested a refund of the difference, $66.68. Please follow up should you have any further questions or continued issues.
  Thank you,
  Diagnostic Laboratory of Oklahoma

  Customer response

  04/05/2024

   
  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. I was informed I will receive a full refund. I appreciate ***** acknowledgment of the error, and the importance of training their staff. Thank you.
  
  Sincerely,
  
  ***********************

*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. ↩