ComplaintsforProPath Services, LLC

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16, 2024, I received a letter from a debt collector named ********************************. The letter stated that I had an outstanding balance of $113.70 in collections from ProPath. However, I never received a bill for this balance, and I always paid for my JPS Clinic appointments in advance. When I visited the ProPath Associates, PPLC website to pay the balance, it showed that I didn't have a balance due. I am wondering how I can ensure that this balance is removed from my credit.

  Business response

  03/22/2024

  In order for ProPath to identify ******************** account, we need either our account# or her DOB.  I have emailed the address on this complaint requesting this information with my contact information.  To date, I have not heard from her yet.   Once I receive more detailed info and can locate her specific account, I can provide feedback and an explanation/resolution.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Propath's accounting and debt collection strategies are deplorable. My doctor had some lab work done in October 2023 and any bill I received from Propath I paid promptly. Fast forward to Feb. 9 **** and I receive a telephone call from a collections company called ****. I never received a call or any kind of notice from Propath and all of a sudden a $235 bill is in collections? I plan to speak to my legislator about this. If I see any negative changes to my credit report, I will take all legal actions available to me. Your approach to billing is just lazy and obtuse.

  Business response

  02/14/2024

  I emailed **. Driver to request her DOB so I can locate her specific account with **********************.  Once I receive that information, I will review and reply accordingly.

  Business response

  02/14/2024

  Ms. ****** sent her DOB and I was able to locate your account with **********************.
  
  In reviewing her account, it appears ********************** received several specimens from her referring physician from her visit on 10/2/2023.   ProPath performed the requested testing as ordered and returned the results to her referring physician.   The information on the clinician's order included the patient's address which matches the address on this complaint, but we did not receive any insurance information.  Therefore, we mailed billing statements to her address on the following dates:
  
  10/7/2023
  11/7/2023
  12/8/2023
  1/8/2024
  
  We did not receive any returned mail.  Since we did not hear from her, and per our policy, after 90 days,accounts are sent to our collection agency, ********************************. for further collections activity.   Please note, nothing is reported to any credit bureau until 180 days if unable to connect with the patient/guarantor.   I do see that she called us on 2/9/2024 and made a payment in full.   Thank you for your payment.
  
  Since we did not receive any returned mail, we had no idea that you did not receive any statements.   I will contact **** and let them know of her payment status and to cease making calls to her accordingly.
  
  I am sorry for the inconvenience and harassment she experienced from this.  Please note that everything was followed according to our policies with the information we had.  The collection agency, although perceived as negative, is simply direct outreach to patients in attempts to resolve any unpaid balances.   If they were rude or made her feel uncomfortable, I will be happy to report this to my contact there.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never used or heard of Propath, but I have a $500 collection on my credit report from this company. I would like Propath to immediately remove this from my credit report, and do better at identifying their debtors. This has already been disputed with Equifax, but regardless Propath needs to correct their absolute negligence as I am apparently one of the many victims of their fraudulent behavior.

  Business response

  01/16/2024

  Due to HIPAA, I need the patient's DOB.  I have emailed the complainant to obtain this information and will respond with details as soon as I obtain the confirmation.

  Business response

  01/19/2024

  I was able to obtain the patient's DOB and can offer the following information:  ****************** (**********) had a procedure performed on 12/7/2021 at ************************* by **************************************  There were 2 specimens removed and submitted to ProPath for review.  ProPath is a pathology laboratory that receives specimens (e.g. tissue biopsies) directly from physicians, hospitals, surgery centers, etc. for testing and review.  ProPath processed the specimen as ordered by ******** and issued a pathology report to ******** with the findings.  Accordingly, ProPath did not receive any insurance information for **************** (**********) and billed her directly.  Anytime a patient has tissue removed from their body, it must be sent to pathology for testing.  The billing statements were sent with no response from the patient and, according to policy, sent to our collection agency after 4 statements.  

  To help resolve this, I have requested her account with our collection agency be cancelled, but the balance is still due for the services rendered.   I will discount the balance down to our uninsured rate since no insurance was given.  As a result, **************** (**********) new balance is $80.  I will communicate directly with the patient for final payment and resolution.  If there are further questions, she can contact our billing office at ************.

  *************************, Director of RCM, ProPath

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

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our son had a mole removed by Epiphany Dermatology ******* ** in July 2023. The bill for these services were paid at the time of procedure to Epiphany Dermatology. Zero Balance owed.Here is the Issue:Propath- ************ ***** PO Box ****** ****** ***** ***** ************* mailed ** a bill in July 2023 for $275. Propath said this bill was for a 2nd opinion requested by ******** Dermatology, so I went back to Epiphany Dermatology to discuss this bill from Propath, Epiphany Dermatology DID NOT request a 2nd opinion through them. I called Epiphany Dermatology billing department ************ again today 9-27-23 and they have ZERO record of requesting a 2nd opinion through Propath. I want Propath to stop mailing us bogus bills.

  Business response

  10/05/2023

  I have researched ****************** sons account and can provide the following information.  Ephiphany Dermatology around the country has a central ******************** located in ****, **.  That is where they send their dermatology biopsies.   It was their pathologist in **** at the lab that sent the consultation to ProPath, most likely due to the age of the patient.   Since we did not receive any insurance for your son, you were billed at our full billed charge. 
  
  I called the lab in **** to verify this.  I asked them about their policy related to consultations.   It is our policy if our pathologist cannot render a diagnosis and must send it out to a specialist for consultation, we do not pass along those charges to the patient.  That is part of the service.  Epiphany Labs in **** agreed and therefore, I will be billing them for the consultation provided.   I was also told they will contact their office in ******* to educate them on the process.   The consultation and send out to ProPath should be documented on the pathology report.
  
  ****************** can disregard the bill from ProPath.  I can be contacted at ************ if there are any further questions.

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

  Director, Revenue Cycle

  ProPath

  Customer response

  10/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill in April 2023 for $78.96 for labwork dated 2/15/2023. I did not have any labwork done on that date, or with the doctor involved. I stopped going to his office over 2 years ago due to having a similar issue like this before.I called the docs office and asked what this is for - they confirmed that I was NOT in their office on 2/15/23 and had no labwork. They said they would resolve the issue with their Propath rep in 2 weeks when he returned from vacation. Prior experience with this doc office tells me no they will not.I called Propath repeatedly (and have names/dates/times/etc) and notified them THIS IS NOT ME! I called my insurance company fraud **** and reported it. They talked to the docs office and confirmed it's not mine, and they reversed payment to Propath and notified them that it's not mine.Propath has told me that they have my account on "hold" (****** 5/17/23 3:37pm)and that a supervisor has been notified. "****" (5/22 12:49pm) told me she told her supervisor and they called the docs office too same day.Today 7/30/23 I have received a bill now for $415.00 - still billed to me, and for the full amount because my insurance took back payment.Propath are scammers and I cannot get this issue resolved. The doctors is a scammer too, which is why I stopped going there.

  Business response

  08/11/2023

  In reviewing ********************** complaint as well as speaking with the supervisor of our billing call center, it was confirmed that this patient was not scene in the doctor's *************  Since ProPath does not see the patient and must rely on the information submitted to us from the ordering provider, we had no idea of this error on the physician office's part.   The statement ****************** received was already sent prior to the last call with the supervisor to the physician's *************  I have since adjusted the balance so ****************** shouldn't receive any further information from ProPath on this service date.  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter ************************* visited their office back in 2022. Their office told me my insurance wasn't in effect during the visit and will also not offer a cash payment rate since they say I claim I had insurance. I have called a couple of times trying to do a cash option payment (which is typically much cheaper) and they have not allowed for me to do so. The billing office specialists have been completely inflexible and unwilling to help. I am 100 percent willing to pay the cash rate but they continue to tell me I have to pay the higher insurance rate even though they say my insurance has told them twice it was not in effect for the visit. Their billing people have been the worst I have dealt with in quite some time. Thanks, *********************

  Business response

  07/10/2023

  In reviewing the account, the information received from the ordering physician's office was a generic payer (PHCS) and address.   This is why it appears the information was not filed correctly up front.  However, I do see the patient's father called in February with the correct insurance to which we filed.   They did deny as policy termed which may have something to do with his change in employment during that time.   
  
  ProPath can absolutely offer you the cash payment rate.  It is cited as our uninsured rate, so I will work with the Director over the call center to retrain the team that our uninsured rates can be offered in this scenario.  I have discounted your account to $40/biopsy which means the total bill is $80.   I will send ************** a revised statement securely via separate email.   
  
  I apologize for the length of time ************** has spent on this issue and the frustration it has caused.   I will make sure the call center is reacquainted with our policy related to uninsured pricing.
  
  If I can do anything further, please do not hesitate to contact me directly.
  
  

  Customer response

  07/10/2023

  I have reviewed the business response and accept this resolution.  I am pleased with the businesses response and will be happy to pay the cash rate.  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ProPath sent me a bill for $295. I paid it on the due date. The charged my debit card the same day as they received the check. I never signed up for auto draft. So they ******** my account. This debit card only has a small amount of money in it, ever. They werent authorized. AND they did it on the due date they received the check. They need to repay the $295. The $30 overdraft fee. And all subsequent overdraft charges and fees. This feels dirty and filthy. And fraudulent. And ** very angry they did this to me. Charge me on the due date AND send me a bill. If I was on auto charge, why send the bill? Thats right. I wasnt on auto charge. I have a feeling as the charges roll in, this will be ongoing.

  Business response

  06/11/2023

  In order for me to locate **************' account, I need her DOB or the account number of the statement we sent to her.    Until I receive this, I cannot adequately research her information.  I have sent an email to her at the address on this complaint.  Once I receive that information, I will respond accordingly.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have no record nor have they contacted me either by mail or by telephone of this alleged debt.

  Business response

  05/11/2023

  In response to **************** complaint, I can submit the following details.  ************ had a colonoscopy procedure at ********************** on 10/29/2021.  ***************************** submitted 2 biopsies to ProPath for our pathologists to review and render a diagnosis.   ProPath processed the specimens and submitted the final report to ******************************   Accordingly, ProPath ************** for these services based on the information submitted on the requisition order.  Since ProPath does not see the patient, we must rely on the information sent on the requisition.   ***** denied the claim stating they could not identify ************ as having coverage with them.   Three statements were sent to ************ at the same address on this complaint.   With not response from the patient, per our policy, his account was sent to our collection agency for further attempts to resolve the debt.   If no response, the account is reported to the credit bureaus.

  To resolve this account, we would need insurance information that ************ was eligible for during this service date.  If we can verify ************ was eligible, we can try to submit a claim.   Due to the timeframe between the date of service and today, the insurance will most likely deny, but we can certainly try and appeal with this information if needed.   If ************ had no insurance during this time, we can offer him a discount to our uninsured price.   He will need to contact ** with this information by calling our billing office at ************ or he can reach out directly to me via email at ************************************************.   

   

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On November 6, 2021, I received medical care in which ProPath was used for lab work. The facility submitted the claims to my insurance company and have been paid according to my policy, leaving me owing nothing for the service. ProPath never submitted a claim for their services and have been billing me directly since. I have been responding to each statement they send with my insurance information and have contacted my insurance company directly to see if they have submitted a claim for services. They never have. ProPath has continued to refuse to submit a claim to my insurance company and instead has been billing me directly, placing the account in collections, to the point where I've had to have the collections taken off my credit report. Each person I've spoken to at ProPath during this process was rude, including the collection company. I have since filed an escalation and grievance against ProPath through my insurance company.

  Business response

  04/14/2023

  After contacting ****************** directly to obtain her DOB, I was able to locate her account at **********************.  ProPath Associates is the hospital-based pathology group for ************************ where services was provided.  Since ProPath does not physically see the patient, we rely on the hospital to send us correct demographics and charge information.  In this case on multiple occasions,we did not receive insurance information which is why she was billed.  Also, please note, that ProPath billed for the professional component of these lab tests which the hospital billed for the technical component related to the same lab tests.  
  
  ****************** sent correspondence in December 2021 and included what looks like an Explanation of Benefits (EOB) showing no patient responsibility.  However, at that time,we did not have any insurance and therefore, had never filed a claim.   The copy we received is not a good copy, so I am unable to make out the charge codes and who this was specifically for. 
  
  Regardless,I do see she contacted out office multiple times since then.  On 2/27/2023, she spoke with ********* who was able to reverse her account with our collection agency to file a claim to **************************************** ***** rejected the claim unable to identify the member.  ****************** contacted us to verify the insurance in April and the subscriber name was then corrected and refiled.  That claim is still outstanding with the payer.
  
  At this point and with all of the back and forth, I am adjusting this balance with ProPath.  It most likely will be denied for past timely filing, so I advised ****************** if she receives an EOB from ****** you dont need to worry about getting yet another statement from ProPath.   ********************** account with ********************** has been resolved and I will communicate this directly with her.
  

  Customer response

  04/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This appeared on my credit and I didn't not have any labs done in march 2022. I don't use JPS ever. Please remove or verify

  Business response

  03/27/2023

  In order to locate ****************' account, I need her DOB.   She can reach out to me directly via email at ************************************************.  I will reach out to her directly as well.  If she prefers, she can call us at ************ and speak with anyone who answers the phone.  They can review her account and give her the specific information we received from the hospital.  If it requires additional research, we can contact the hospital to verify the patient  information received.   

  Business response

  03/30/2023

  I received ****************' DOB and was able to locate his account.  The following message was emailed directly to the patient.  In reviewing your account, it appears this was for the pathologist charges at ************************************************** (******************) in ********** from 11/7/2021.  ProPath Associates is the pathology group at the hospital that oversees the laboratory and bills separately for the professional services related to the laboratory/pathology testing.   We did not receive any insurance information from the hospital for this date of service.  However, it does appear that we received a delayed file from the hospital showing you were part of the *** Connection program.   Therefore, you should not be responsible.   I have adjusted your balance and requested this be removed from the credit bureaus.  That process can take up to 30 days to update your credit report.  In the meantime, if you need documentation to prove this debt is an error, I can supply you with a letter from the collection agency.
  
  Please advise if you would like to receive this information.
  
  I apologize for this oversight, but have corrected your account with **********************.

*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. ↩