ComplaintsforDiagnostic Laboratory of Oklahoma

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received services from DLO on two separate occasions. I supplied my health insurance which is provided by my employer . However, DLO refuses to submit a claim stating that I have secondary insurance and requesting that I pay the full amount despite DLO being in my network and I dont have any other insurance.

  Business response

  12/07/2023

  **************,
  
  DLO has filed a claim to BCBS for services rendered for the below dates of service.
  
  8/4/23- $212.31- bill #**********
  8/18/23- $212.31- bill #**********
  8/18/23- $61.87- bill #**********
  
  The denials received on these claims state the claims will need to be refiled to the plan where your physician is enrolled. Typically, the normal process is to file a BCBS claim with the State where the services were performed. The local BCBS claims department will then forward the claim(s) to the respective State for that specific group/plan. Since the services were performed in Oklahoma, we submitted the claims to the local BCBS claims department. In this particular case, BCBS LA is requesting the claims be filed directly to them, since this is where the providers are enrolled. We have reached out to our claims department and the local BCBS representative for assistance in getting this matter resolved and the claims to correct area.
  
  We will put these statements on a 60-day hold while we attempt to work through this issue with your insurance plan. 

  Regards,

  ******************, CEO

  Customer response

  12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept this as an reasonable excuse until my insurance is filed properly.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I provided a urine sample to have cultured on 4/20/23. DLO added a charge for a Venipuncture, I never had any blood drawn, nor would I need blood drawn for a urine sample. I tried to get DLO to correct my bill by deleting this lab and the accompanying charge, but they continue to send a bill for lab work that was not done. I contacted them by email (no response received) and spoke with them directly on the phone. I was transferred to multiple departments in a circular fashion, and not one of them would or have corrected DLO's error. Charging someone for a service that never took place is fraud. This problem has a super easy fix and I would like this corrected asap. My balance should be $0.00. I want an invoice that reflects my $0.00 balance asap. Thank you!

  Business response

  07/20/2023

  Thank you for bringing this to our attention.  The phlebotomist in ******* mistakenly charged for a service that did not take place.  We have taken the necessary steps to credit and remove the venipuncture charge from your account.  If you have any further questions or concerns, please feel free to reach out to me directly at ************.

  *************************, **************************** Director

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We continue to receive a bill from DLO Labs for services rendered 13 Sep 2022. When we call the billing department and ask how they are filing the claim, they state they are sending it to our secondary insurance instead of our Primary. When I ask them who told them this, they blame the doctor's ******* yet we have not received any bills from the doctor's ******* We have had this issue on this same bill and a few others from DLO in the past and we and the doctor's ****** have corrected them on how they should bill our insurance. On 12/30/2022 we sent a email to our doctor's billing department with copies of the billing from DLO and they told ** it would be taken care of. We have not received any bills from our doctor because they are filing correctly. This bill is over 8 months old and probably past the filing deadline. This issue is a problem they created by not following the correct filing information. I have to constantly call them to fix this and yet here we are. My husband has also had the same experience with them.

  Business response

  05/22/2023

  Dear ***************************,

  Thank you for bringing your concerns and issue to **. 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. Our *************** Officer has reviewed and approved your claim to be adjustment to $0.00. Please follow up should you have any further questions or continued issues.

  Thank you,

  Diagnostic Laboratory of Oklahoma

  Customer response

  05/23/2023

   
  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

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am having an issue with Quest Diagnostics (DBA Diagnostic Laboratory of Oklahoma) where they are advertising one price for services on their website and then charging consumers multiple times higher than what is advertised. In my case, I received a bill for around 3.6x higher (or $515 higher) than services advertised on their website. Before I had the service on February 2nd, I got a price quote from Quest's website questhealth.com for the tests my physician ordered. I saw the perimenopause panel contain FSH, LH, estradiol, and TSH for $129 (*******************************************************************). I also saw the testosterone test for $69 (********************************************************************). I was surprised to receive a bill for 3.6x higher than Quest's advertised prices which would equate to $198 for the tests ordered. I called billing support phone number and I was told that questhealth.com was not part of Quest Diagnostics even though I mentioned that QuestHealth.com had Quest's name, logo, and referred me to the same testing site at ****************** Later in the day I logged into ********************************************************** to look at my results and noticed a selection in the menu to "buy tests online". This menu selection took me to **************************** which confirms is very much associated with Quest Diagnostics and their pricing. I called them back when I discovered this and they basically responded that I would have had to use the website for that price. However, there was no asterisk or disclaimers next to the price to denote that this was only valid for orders placed through the website. This seems like the most obvious and clear-cut example of overcharging where they are advertising one price and then charging 3.6x higher when a physician orders them instead of a patient ordering them. It is not outrageous or absurd to expect those prices advertised to be honored.

  Business response

  05/15/2023

  Pricing through the Quest Direct portal reflects a prepayment transaction where the pricing can be lower. This reflects a reduction in billing costs associated with collecting from the patient after services have been provided.
  
  It is difficult to respond to the pricing concerns expressed without seeing the patients bill.  If the patient went to a physician, the tests ordered could be different than the tests on the shown on the provided links via the portal. There are numerous testosterone tests, for example the male test provided in the link below would not be the same as what is ordered for a female. The links provided refer to a perimenopause panel and a mens testosterone test.  There could also be other testing on the patient's bill that is different than the offerings in the links provided.
  
  DLO would be glad to review the patient's invoice and billing concerns. We understand navigating the healthcare environment can be complicated and confusing. 

  DLO Administration

  Customer response

  05/16/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  I guess that I have to reject this response in order to keep the communication going Yes, I am aware that there are different testosterone assays measuring total, free, and bioavailable testosterone as well as much more sensitive techniques such that use LC-MS/MS for its high specificity and sensitivity that is recommended for children and people assigned female at birth. I am a clinical lab director who specializes in mass spectrometry, although I do not oversee any labs doing hormone analyzes. In any case, the one that was requested for me and ordered was the most common total testosterone test by instrumented immunoassay. There is a high probability that this simple test is the same one listed on the website because I doubt that you are doing something more complicated for $69. I have attached a copy of the bill with the *** code of 84403.

  
  I know that DLO / Quest does not discriminate against someones gender identity, gender fluidity, or gender assigned at birth, but I also realize that it does make clinical sense to mention birth gender when recommending tests to patients. ** any case, the other tests listed on bill include tests for estradiol, FSH, and LH. Estradiol, FSH, and LH are listed on the perimenopause panel. As far as I know, there is only one type of test for FSH and LH which are both done via instrumented immunoassay, while estradiol can have a more sensitive LC-MS/MS test, but this much more complicated one was not performed.

  
  Thanks,
  ***********************, PhD
  they/them/their

  Business response

  05/19/2023

  Thank you for sharing your concerns and allowing our conversation to continue. We apologize for any inconvenience or frustration this issue may have caused you.
  
  The Quest Health portal is designed for direct-to-consumer lab testing which allows consumers/patients to request laboratory testing without visiting a healthcare provider. Pricing listed on questhealth.com is the direct-to-consumer pricing which differs from that of third party (insurance) billing. As outlined in the FAQs (*************************************), the lab tests available for purchase on questhealth.com are only for individuals who want to pay directly for testing and do not want to seek reimbursement from their insurance carrier or the government. Payment for services is required prior to scheduling an appointment at a patient service center (draw site). This ensures the laboratory receives payment for the services rendered without the expenses associated with filing,billing, and collecting on a claim. This is the reason for the difference in the price listed on questhealth.com compared to that listed on your invoice. I believe you will find this with other healthcare providers providing prepayment pricing for services.
  
  Reviewing the invoice provided, it was identified that the claim submitted for testing performed was denied due to the services not being covered based on the diagnosis reported by the physician. For this reason, the services were billed back to you at patient list price. The list of patient pricing can be found out at ***************************************************************;

  Customer response

  05/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I am unhappy that I was not told this information previously. These tests were never supposed to go through insurance because I knew they were probably going to be denied. I do not even recall submiting copy of my insurance card to the collection site so you all must have received it through a 3rd party.  You should list the information that you provided me with an asterisk below each direct to consumer test. That way I would have prepaid as I am now informed that I needed to do. I am able to pay $198. I am not able to pay $713.
  
  I think that it is dishonest to list prices on your website and have stipulations that are not denoted / clearly defined with that price. It is analagous to pizza restaurant posting a price of $8 for any large pizza and then charging $30 at the table, saying that I had to prepay and check the *** section on their website along with another URL that I did not know was even active or linked elsewhere on tbe website.This is also why coupons have an * next to it denoting any stipulations or exclusions.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having issues with *** billing my secondary insurance, Tricare , for these 4 dates of service (7/8/21, 2/14/22, 3/18/22 and 03/14/22) for the last several years. I have called almost once to every other month and spent hours on the phone with *** *********** ***** being hung up on and NO ONE calling me back. I have also requested to have a supervisor call me on multiple occasions and have never received a call back from one. It took me over a year to even find out what the problem was regarding the claims on these dates of service. But over the years every one of your reps has told me one of the following things: they will bill my Tricare , my Tricare is pending or tell me how my Tricare info is not even in the system. (Which is crazy because its constantly billed just fine for all my other lab I receive from *** and *** receives payments) I get tons of labs from ***, but for some reason these 4 dates of service are an issue. Ever time I call I am told something different things by the billing department. Only TWICE, out of all of the ***** I called was I transferred to the claims department (or whatever they called the department that does the coding to insurance). I was told my Tricare claims for those DOS were NOT sent to Tricare because they were in limbo over a reject code. They just appear to be pending in the computer until the appropriate person puts in the override for the issue, and then they can be sent on to Tricare. Apparently someone special had to fix them so the claims would then be able to be sent through to TRI. I was told someone special in the claims department had to do this. Well he must not have done all of them the first time, because these 4 claims were left. When I finally could call one of the reps again (who always tell me they are being billed, and I explain the issue, then they swear they can fix it, and I try to tell them I need to talk to the other dept..only ONCE was I transferred again). They wont transfer me to the claims department, because they said THEY fixed it or resubmitted it. And that will fix everything. Even though I explain to them how long I have been calling them and they say they can see the history of my calls. The billing reps dont understand the issue and have prolonged this entire issue. Let alone there is no other number to call or way to contact anyone at ***. Ive been trying to get this situated this entire time.When I called last month, because I received the statement saying *** was sending me to collections, I called again. I was told everything was still pending and that it would NOT be sent to collections until *** heard back from Tricare. Imagine my surprise when I receive a collections letter from ***********************, on behalf of ***. Im not sure why I am even surprised at this point, but this issue should not be this complicated. I called *** and the billing rep told be those dates still said pending. Even though I tried to talk to claims again (or whoever does the coding) and also requested to speak to a supervisor again (on 05/02/23). I was told it would be 48 hours. So far its been 24 hours, but *** never had a Supervisor return my calls before, so we will see. I also called the collections agency on 05/02/23, when I received their letter and explained the situation. They said they would put the case on hold while I was disputing the case. However, the collections agency called me again this morning, 05/03/23, and it had not been put on hold. So I had to re-explain everything and that rep said she put it on hold while I was disputing the case There is an error in the *** system that is keeping these claims in limbo. All I have asked is for help from the very beginning. The billing department seems completely oblivious to it and insurance issues in general. ******************************* ************ -*** Acct number *************** -***Invoice #******** -*********************** #***-91403206

  Business response

  05/08/2023

  We appreciate you bringing this matter to our attention and apologize for any inconvenience or frustration this may have caused.
  The claims for dates of service 7/8/21, 2/14/22, 3/8/22 and 3/14/22 are being cancelled from collections and the balances adjusted to zero.
  If you receive any communication from a collection agency regarding the claims listed above, dated after the date of this letter, please contact us again either through the BBB or directly at ************ to let us know.
  Regards

  DLO Administration

  
  

  Customer response

  05/08/2023

   
  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

  01/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DLO keeps billing me for a bill that was covered by my insurance. I have had the same insurance and coverage for over 12 years. I have never paid an out of pocket for any DLO Lab work requested by my doctor. They lie to me about the insurance being filed and say the insurance rejected the claim so I paid the amount due and then the insurance paid as they have always done and now DLO says I have a credit? I do not need a credit I need my money back and they need to get their act together. I have never had an issue with DLO billing until 8/1/2022. Even after I paid the DLO invoice that I did not owe they still show it as outstanding. They are such a waist of my time having to call and rehash the same thing regarding the same invoice that I paid and that the insurance paid. It seems like fraud or total incompetence? They need to fix their billing system or change it back to what it was.
  

  Business response

  01/23/2023

  DLO appreciates this feedback and the opportunity to resolve the issue.  Billing researched this claim and now reports there is no amount due on for the invoiced services.  We apologize for the inconvenience, and invite you to reach out to us directly if there are any further questions or concerns.  Please feel free to contact me directly if there are any further questions or concerns.

   

  *********************
  Contracts/Risk Manager
  ************

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were charged for a blood test which insurance is not covering. I reached out to insurance to see what was needed to cover it. I called DLO on 11/28 and gave them the information they needed to rebill to get insurance to cover the balance. They said the doctor had to give them the information. I asked them to put the account on hold so it is not sent to collections while I get the right parties to call them with the right information to rebill. They said my account was on hold. I called the doctor requesting they call DLO with the appropriate informaiton. The nurse from the dr's ******* said they called DLO and left a message with DLO. I spoke with the nurse confirming this on 12/5. I called DLO today 12/20 to find out our account has been sent to collections and they haven't rebilled my insurance. We have been referred to an outside collection agency. I simply need DLO to rebill my insurance with the correct codes for insurance to pay for the balance. If they would take time to rebill, they would get paid. I want the account brought back from collections and for DLO to rebill my insurance.

  Business response

  12/28/2022

  Billing reached out to the consumer for more information, then confirmed that the claim was refiled with insurance on December 20.  We invite the consumer to reach out to our Billing Supervisor directly with any further questions. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have been dealing with this issue dating back to 4/21/21. DLO wrongfully charged us $391.95 for a simple blood draw ordered by our OBGYN during her pregnancy. All of draws were covered through our health insurance and we were asked to pay our co-pay which was done promptly. In trying to get an explanation from DLO and our insurance no one could tell us exactly why we were being charged this amount. Our insurance has filed multiple disputes as well and DLO opening investigations to no resolve. Each time, being promised a call back once resolved. Never received any call backs and the bill kept coming and a new dispute and investigation would ensue. Fast forward to this week, we received a letter from a collections agency seeking the above amount. I called DLO and it was explained that they believe us to have 2 different health insurances and that is why we are being charged. It was explained that we have received letters in the mail 2 different times asking us this exact questions to which we have filled out all of the necessary paperwork explain we do not and mailed back to them. They claimed they do not have any of this information so I called our insurance and began a 3 way call with BCBS and DLO for them to explain this as well. I explained that we received a voicemail on 6/1 from DLO admitting that we did not have a secondary insurance and this would be resolved. DLO still refused to remove the erroneous charge and again opened a "investigation" and told us to call back in 7-10 business days. I don't know what else I can possible do for them to prove that this charge was made in error. I would be happy to pay the bill if this was something that wouldn't be covered under our insurance but that is simply not the case.
  

  Business response

  09/27/2022

  This does not represent DLO's final response to Complaint #********.

  I have obtained additional information from the consumer needed to escalate the investigation about this billing issue. While the investigation will be ongoing with a hopeful resolution soon, I will be out of the office on Thursday  (9/29) and Friday (9/30) and respectfully request an additional 5 business day to respond with our findings. 

  Thank you for your consideration of this request,

  *********************, Contracts/Risk Manager, DLO

  Customer response

  09/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: DLO has had ample time to get this resolved. Requesting no additional time to be rewarded other than the already allotted time frame. 
  
  Sincerely,
  
  *************************

  Business response

  10/05/2022

  I understand the customer's frustration and respect his response denying my request for more time to answer.  The timing of this response is unrelated to that request, as I only just received a final answer from our ****************** confirming that the total outstanding bill related to this complaint has been forgiven and is no longer being pursued under collections.

  Unfortunately, errors occasionally happen, and we appreciate the customer for escalating this matter so that we could address and correct the problem. We are using this feedback as an opportunity to retrain the staff involved in prior conversations related to this matter.  

  I do not anticipate further issues related to this complaint, but have sent an email to the customer so he will have my direct contact information should any other questions arise.

   

  DLO respectfully requests that the BBB will close this complaint; however, if any more action is needed on our part, please feel free to contact me at any time. 

  Customer response

  10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: On 10/6/22 I asked for a revised folio to be sent to me showing the corrected amount owed as well as a formal letter from DLO explaining that the collections attempt was made in error and has been forgiven in full. This letter is needed incase it is not removed from my credit report and effects later purchase attempts. I have not received a response from either requests.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They keep billing me for a bill that should be resolved by now. They take my correct billing insurance information and say they are going to bill my insurance companies but then I get another bill. Then they say they do not have the correct billing information on file so I give it to them again. Then it happened again. So this has happened 3 times and I even went on the website and corrected the insurance information in the past but still keep having problems. This last time they told me the information they had on file and it was all changed to some load of crap insurance information and not even close to my insurance Id/member number. It's like someone in the company is changing or messing up the information on purpose so it doesn't get paid and keep billing me.
  

  Business response

  09/19/2022

  We apologize for the inconvenience of having to take further steps ensure billing is correct, and appreciate the opportunity to make this right.  On September 13, our billing team verified that a corrected claim has been resubmitted, which we believe will resolve this issue for the customer.  It typically takes 4-6 weeks for insurance to process a claim, so the customer can expect to receive a corrected invoice around the first week of November. I will follow up with Billing again around that time to confirm that the new claim was processed correctly.  

  Between now and then, should the customer receive any additional invoices for this specific visit, she can hold them until the corrected invoice is received around November 1. Once received, if there are any further issues or questions, the customer is welcome to reach out to me directly by calling **********************.

  
  Thank You,

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

  Customer response

  09/21/2022

   
  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

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The *** location on S ****** in Oklahoma City has a problem front desk employee. She has repeatedly discriminated against my husband for being a male and not wanting to wear a mask. She refused him service if he didn't put a mask on (despite the current CDC/government/health guidelines regarding Covid-19 and mask use); however, when I went to the same office today, she did ask me to put a mask on (I'm female), I did not because of above stated CDC guidelines, and was well serviced by the technician in the back who did NOT mention or ask me to put any kind of face covering on. I believe this person to be on a personal mission to drive people away from that office, specifically men and anyone who would argue with her about her personal ideology about covid and masking. She continually ignores the current health guidelines and forces her personal ideology on every person who walks through the door.

  Business response

  08/29/2022

  DLO is actively monitoring Covid positivity in Oklahoma and CDC guidelines to determine masking requirements at our patient service centers. Currently, all visitors and staff are required to wear a face covering to protect patients that *** be immunocompromised. Signs about mask requirements are posted at all locations and online https://www.dlolab.com/dlo-locations. Signage will be updated to reflect any changes to these requirements.

  DLO appreciates this feedback and will use this opportunity to retrain staff on masking requirements for all visitors. 

*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. ↩