Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Samples, taken by my doctor in November, were sent to a preferred provider: Quest Diagnostics. I recieved results through quest diagnostics, which I normally use and is covered by my insurance. I was billed by Innovative Pathology solutions months later, a company I've never heard of, and isn't covered by my insurance, they did cover a very small portion after I complained it is routine care, still leaving 217$ due, because they are not a preferred provider. I feel samples are being taken from one company and billed by another to increase patient cost. ******* ***** is with both companies and I'd like to think it was an error that I am being billed by the wrong company as things got mixed up in the lab. I went to great measures to stay in network and being billed by a company that you didn't submit samples to is frustrating. As of today, I sent a check from my bank after receiving a second bill threatening to use collections. I previously called and was told they would look into the problem and it would take a few weeks, but I recieved to explanation.

  Business Response

  Date: 04/02/2025

  This account has been thoroughly reviewed, and it was billed in error by Innovative Pathology Services (IPS).  IPS is currently notifying BCBS that this was billed in error and refunding the payment back to BCBS.  The payment that is in transit from the patient as of last week will be refunded as well.  Quest will be billing for these services upon receipt of the refund by BCBS.  This will allow this claim to process as in-network through the patient plan.  These transactions will likely take a few weeks for all accounting processes to be completed to include the refund processing and BCBS applying the refund in their system.  At that point Quest will be able to file the claim for processing.  We apologize for the inconvenience and appreciate you bringing this to our attention.

  Customer Answer

  Date: 04/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23116009, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've requested several times for Innovative Pathology Service to submit health care records to my insurance company UHC, and they refuse to submit them. I've made 5 requests since April 2024 and I've been sent to collections. I want them to submit the records to my insurance so the insurance will cover the services. I've exhausted my efforts. The last correspondence was on 7/2/24 when both myself and UHC contacted Innovative and they have yet to send anything.

  Business Response

  Date: 08/07/2024

  Good Morning,

  The claim was accepted by UHC on 1/2/2024.  UHC denied on 4/18/2024 stating that needed records.  We submitted the records on file in May of 2024 through the UHC website.  Lucy from UHC called us on 7/2/2024 stating that the records had to be sent via mail or fax only.  We also received a call from the patient on the same day advising of the same information.  We have since submitted the records as per UHC.  We also received a call from Toni at UHC on 7/31/2024 stating that UHC is also reaching out to the referring physician for records for review in processing the claim.  The account is on hold in our system pending processing by UHC.

  The account was sent to collections in error due non payment.  The account has since been removed from collections pending processing by UHC.
  

• Initial Complaint

  Date:01/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed for services rendered on the date 6/8/2023. My insurance reported the bill was denied and that we do not owe anything for this claim because it was already considered for payment under another claim to Quest Diagnostics. The bill that I received and claim to my insurance was listed as 2 different people/agencies. The bill also has a different address than the reported business on BBB and their website. I was part of a 3 way call in early November 2023 between my insurance and the billing company. I had to find a proper number for this business because the number reported to my insurance on the claim was out of service. My insurance explained that this payment had already been addressed under another claim on the same date of service. IPS reported that they would be putting the account on hold and sending it to their research team to see how the claim needed to be resolved. I had heard nothing else about this and assumed they figured things out with my insurance, but I received a final notice on 1/7/2024 with the threat of collections. When I called today (1/25/24) and inquired what the problem was, they attempted to blame my insurance not getting back to them, which I absolutely do not believe. They reported the hold placed in November was only for 30 days, but I was never billed after the end of that 30 days, only sent a final notice 60 days after the initial hold date. I was told this account was being placed on hold AGAIN while they attempted to figure it out, but they continue to deny any wrongdoing and dodged the question of if I would actually be billed again or just immediately sent to collections with no explanation of what they did to resolve the issue after this apparent 30 day hold. They did not report what they actually did to resolve the problem with my insurance. It is not my job to be the go-between for them and my insurance.

  Business Response

  Date: 02/02/2024

  After additional review and information from your insurance company, it was determined that another laboratory billed for these tests that were sent to us to perform and bill.  We have confirmed that EOB's that we received were advising of duplicate denials.  After multiple appeals, your insurance carrier advised the name of the laboratory billed these tests.  We have confirmed that they billed in error and have worked out the payment of these to us for our services that we rendered.  Your account has been cleared of the balance.  We apologize for this issue with the billing of these tests.

  Customer Answer

  Date: 02/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been back and forth with this business since February. I met my deductible with my insurance, and a claim they submitted to my insurance was denied due to provider error (my insurance’s words). They told me they put my account on hold when they first sent me a bill, they told me again in August when they sent another bill that they were putting my account on hold, and now in November they have turned me over to collections with ZERO warning or correspondence. This is entirely an insurance issue, and they are trying to scare me into paying them a very large bill that I do not owe. I even believe that they kept putting my account on “hold” so the amount of time could pass where they are allowed to turn me over to collections. When I called to discuss with someone, they AGAIN said that they are putting my account on hold, but how can they even do that when my “account” has been sent to collections? All of the reviews for this business are the same, that they have been turned over to collections over bills they are not responsible for. This whole billing scheme seems fishy and ugly, and I think they are taking advantage of people that may not understand they do not owe them money. I am a twenty-four year old cancer survivor having to fight with them about a bill I do not owe them, and am being sent to collections with no warning and no reason. I need help.

  Business Response

  Date: 11/28/2023

  After review with our billing company representative, it was determined that there was an issue with how the account was posted in the billing company's system regarding the appeal process.  A few of the charges submitted to the insurance needed additional information sent to the insurance company for processing and payment, which are still pending with the insurance carrier.  The carriers review additional documentation submitted and use it to process the additional payment.  This process at the insurance can take time as all documentation is reviewed manually by the insurance carrier.  The patient was contacted by our billing company representative and was understanding of the issue and was advised that her account information was being removed from the collection company.  We will be following up on the appeal that is pending with the insurance until resolution.