ComplaintsforAssociated Clinical Laboratories
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Complaint Details
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Initial Complaint
07/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had blood work performed on 18-Oct-2022. I was set a bill from ACL (Associated Clinical Labs). My insurance company paid / mailed the check to cover the bill to ACL. (My HRA account covered the cost). However, ACL has no record of it. I called ACL and explained the situation. They told me to fax over proof of it. I did. I'm still receiving past due notices in the mail.Initial Complaint
11/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
They keep sending bills for accounts that I have submitted cleared cancelled checks for payments. They have been doing this since July for 1 account and August for another. I sent checks showing a payment from bank cleared checks, Three weeks later I received past dur notices again. Faxed original stuff and copy ies of cancaelled checks 11/15/2022 and got a past due notice again today ffor one of these accounts. I have talked to other friends and they have the same problems. accounts # ******* * ********* ********** ******* * ******* *********Initial Complaint
11/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was billed incorrectly - for a lab test not ordered by my doctor. I was told that my bill was corrected but it was not. I am still receiving bills in the mail and online. ACL sent it to collections. I have left voice messages every day for the past 2 weeks for 3 different people (names/numbers provided by ACL themselves). They never answer their phone and have never returned a call.Business response
02/01/2023
Re: ******* ****
File Complaint# ********
Date of service: *********Thank you for contacting ACL with *** ****** concern with this invoice.
The physician’s office order testing in error. The physician’s office then contacted Quest Diagnostics and
corrected the mistake. The invoice*********** was corrected.
I appreciate the opportunity to respond to *** ****** concern.
If you have any questions, please call me at 814-461-2549. Your cooperation is greatly appreciated.Sincerely,
Mrs. Noelle ** S*********
Quality Assurance and Compliance Manager at Associated Clinical LaboratoriesInitial Complaint
10/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company apparently does billing for Quest Diagonostics. I have been dealing with them since August 2021 trying to get them to bill my secondary insurance. They lie to me each time I call. They lie to my insurance company each time they call. I have provided my secondary insurance information over the phone at least once a month since 8-21. I have provided it online multiple times. This is a copy of what I sent to them with more information: I do not owe this. I have contacted your company at least once a month since August 2021. I provide my secondary insurance each time because the agent always claims you don't have it on file. At least 5 times I have been told the balance was written off while I was on the phone with you only to be billed again the next month. 4 times I have been told me secondary insurance has been billed and you are waiting to hear back. To date you still have never billed my secondary insurance. My insurance carrier has contacted you at least 5 timed on a recorded line. They have also provided secondary insurance information and were told it was billed when they were on the line And, again you have never billed it. I have been told by 3 supervisors at your company they are taking care of it and will call me if there is an issue. Otherwise, it is taken care of. They never call me and I, again am billed. I called 3 days ago when I received yet another bill. The supervisor refused to get on the line with me and woulf only speak through the CSR. She promised she had written it off and the supervisor would call me within 24 hours to confirm. I never received a call and your system shows I still owe this. I have gone above and beyond to handle this. Only to receive attitude and lies from your company every single time I call. You cannot legally bill me for this. You have paid your employees well over $6.17 just for taking my phone calls. Also, at least that much in postage to bill me monthly. Please fix this. This needs resolved.Business response
02/01/2023
January 16, 2023
*** ****** ****File Complaint# ********
Date of service: August 2021
Thank you for contacting ACL with *** ****** concern with this invoice.
The samples were received by Quest with the incorrect secondary insurance information.
Patient contacted Optum customer service and provided the updated secondary insurance information and
the invoice*********** was corrected.I appreciate the opportunity to respond to *** ****** concern.
If you have any questions, please call me at ************* Your cooperation is greatly appreciated.Sincerely,
Mrs. Noelle ** S*********Customer response
02/01/2023
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue is in no way, shape or form Quest Diagnostics fault. As previously stated, I called monthly when receiving another bill and famy secondary insurance information each and every time. Each time I was given attitude, accused of not previously calling, then lied to. I was told my 3 separate "case managers" that the secondary insurance information was updated and billed. It never was. I was told by one supervisor that your system had the incorrect due amount in it and that was why it kept getting kicked back out. She told me she would call me back that same day of the issue wasn't fixed. She never called, and I received yet another bill 2 weeks later. Your practices are fraudulent. You need to actually address this issue.Regards,****** ****
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.