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:05/01/2023

  Type:Service or Repair 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 no record nor have they contacted me either by mail or by telephone of this alleged debt.

  Business Response

  Date: 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

  Date:04/11/2023

  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.

  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

  Date: 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 Answer

  Date: 04/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair 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.

  On October 17, 2022 Propath examined tissue samples after I had nasal surgery performed by an Ear, Nose & Throat surgeon. After reviewing the Propath report the surgeon requested additional examinations to confirm the initial Propath results. Propath subsequently billed Medicare the amount of $4,750.00 for these additional examinations. Although Medicare and my supplemental insurance carrier paid Propath a total of $2,418.71 for the original examinations, both Medicare and my supplement insurance carrier denied any payment for the additional examinations for the reason that "The information provided does not support the need for this many services or items within this period of time." An additional notification that I received stated that "Medicare did not approve these services because the charges are for expenses that Medicare has determined you have no obligation to pay. In other words, neither you nor your health care plan is responsible for payment." Propath has continued to bill me directly for the additional $4,750.00 despite my advising them in writing that Medicare has said that I am not responsible for payment. A recent Propath bill threatened me with being sent to collection for non-payment. I have now received notification from ****** ******* ************* Inc (a debt collector) that they are trying to collect a debt of $4,750.00 that I owe to Propath.

  Business Response

  Date: 03/27/2023

  After reviewing Mr. *********** account with ProPath, he should not have been billed at all for the denied charges.  These should have gone to our appeal team to file an appeal with a copy of the pathology report.  If Medicare still denied, that is not Mr. *********** responsibility.  I do see where Mr. ********* sent in a letter disputing the charges back in December, but it doesn't appear that staff took any action to this request.   I will address that with the team and delete Mr. *********** account with our collection agency.  This is completely an error on our part.

  I truly apologize for this as staff knows he should not be billed for denied services by Medicare.   I will re-educate my team and appreciate him bringing this to my attention.  

  Due to HIPAA, I cannot send any documents via this portal.  If he needs further information, he can reach out to the billing department at ************ and reference account#*******.  I will put clear notes on the account of the error and action taken.

  Thank you.

  Customer Answer

  Date: 03/27/2023

  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

  Date:03/22/2023

  Type:Service or Repair 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.

  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

  Date: 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

  Date: 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 **********************.

• Initial Complaint

  Date:10/30/2022

  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 would like you to send copy of itemized bill for what two charges you are reporting from propath lab from March 2016. I was attacked by a police officer who is in federal prison for civil rights violation and aggravated sexual assault. I want to know what ethical medical charges you are billing and trying to collect for.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/11/01) */ Contact Name and Title: ******** **** Contact Phone: XXXXXXXXXX Contact Email: *************@propath.com I reached out to Ms. **** to obtain her DOB in order to locate her account with ProPath. As explained to Ms. ****, it appears she received laboratory services at **** ***** ***** Hospital in Fort Worth. ProPath Associates is the pathology group that oversees the lab at JPS. Ms. **** had 2 service dates, March 2016 and June 2016. As the hospital-based pathology group, ProPath billed Ms. **** for the professional services related to the laboratory testing as ordered by her attending/treating physician at the hospital. ProPath received BCBS as insurance for the March service dates, but they were denied as cannot ID membership. Ms. **** was billed directly for these services. Per our policy, if no response after 90 days, the account is sent to our collection agency. I offered Ms. **** a 50% discount to resolve her balance. It will be deleted from the credit bureaus once paid in full. Consumer Response /* (3000, 7, 2022/11/07) */ I requested itemized bill for the charges they are billing me for. I did have BCBS but this was in 2016. Business Response /* (4000, 9, 2022/11/07) */ I communicated with Ms. **** directly and submitted to her an itemized bill as well as copies of her lab reports from the hospital. We did file to BCBS, but they denied in 2016 stating they could not ID her membership. We did file 2015 charges also to BCBS and those were paid accordingly. Only the 2016 charges are in question. Since it is over 6 years since the DOS it is obviously too old to file now. We did offer a discount to the patient of 50%. To resolve, I will go ahead and adjust her entire balance. This will bring her account to a $0 balance. Consumer Response /* (3000, 11, 2022/11/08) */ This was just added to collections again with credit bureau Nov 7, 2022 I received charges for several pregnancy test and I had tubal in 2006 when baby was born. I also was given several drug screen test. I had a yearly physical with BCBS through employee Acuren in February 2016 to bring down monthly cost of insurance and evaluate my health. I feel like this isnt right. I have requested medical release.to obtain records for all these unnecessary charges due to being assaulted and due to a crime against a mother in Tarrant county . All these medical charges are abuse of me and my having had BCBS . They ran up bill unnecessary medical charges Business Response /* (4000, 13, 2022/11/09) */ I am not sure what else I can do to appease Ms. ****. We took care and adjusted all charges with ProPath. There are no charges with ProPath after 2016 and all charges were adjusted and deleted from the collection agency. It can take the credit bureaus up to 30 days to remove once a request for deletion is made. Also, at Ms. ****'s request, I did send her copies of her lab reports from the 2016 dates which were billed for the professional services rendered while at JPS hospital. To summarize, she no longer has a balance with ProPath and all charges were requested to be deleted from the credit bureau. Ms. **** has my direct contact information if she needs any further documentation. Consumer Response /* (2000, 15, 2022/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) It must be the credit bureau . How do you file a complaint with better business bureau in regard to this matter concerning the credit bureau . Xxxxx

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair 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.

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. PROPATH SERVICES LLC ACCT #:XXXXX**** BAL. $300.00 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don't respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/06/29) */ Contact Name and Title: ******** **** Contact Phone: XXXXXXXXXX Contact Email: *************@propath.com Ms. ******* had 4 visits with her physician, 3 in 2018 and 1 in 2021. Her physician sent a specimen each time to ProPath for testing. As a laboratory, since we do not see the patient, we must rely on the information submitted to us from the referring clinician's office. The address given to us for the 3 visits in 2018 must have been incorrect as we received returned mail. We contacted the physician's office and received an updated address. After no response and per our policy, her account was sent to our collections agency in late 2018. For the 2021 date of service, the address matches the address on this complaint. Again, no response from the patient, so her account was sent to collections after 90 days. I will reach out to Ms. ******* directly and remove her accounts from collections and provide the documentation she requested. However, the balances are still outstanding. I will work with her to provide discounts and/or payment plan to resolve her accounts with ProPath.

• Initial Complaint

  Date:06/09/2022

  Type:Service or Repair 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 am writing to ask ProPath to kindly help me cancel and completely remove a collection record on my credit report. 1. I received a mail notification from a debt collector (Credit Systems International Inc., hereafter use CSI for short) on April saying I have unpaid amount $235 for ProPath, and the debt collector provided an account number XXXXXXX. 2. Since I never receive any mails from ProPath, I contacted ProPath immediately, and found the miscommunication was due to the bill sending to the wrong address. I updated my mailing address with ProPath. I also sent ProPath an EOB statement which indicates I am only responsible for paying $81.36, as my insurance company paid the rest $153.64. ProPath updated my mailing address, and confirmed and corrected my bill amount to be $81.36. At the same time, ProPath told me they contacted the debt collector (CSI) to remove my collection record. 3. Late May I received ProPath's corrected bill with $81.36 to pay, and I paid online immediately. 4. Today I notice my credit report has a collection record from ProPath, which lowers my credit scores by more than 80 points. I believe this is a mistake. See attached proof document. Please find enclosed supporting pdf file. Page 1-2: My EOB statement Page 3: corrected bill ($81.36) I received from Propath (sending to the updated address) Page 4: Receipt I got after paying Propath bill online with my credit card Page 5: Collection record reported to my credit report (report date: Jun 7, 2022) from ProPath ProPath told me they already canceled my collection record in April, but I just found the collection record reported on June 7, 2022, and has damaged my credit score quite a lot. I also contacted CSI, the debt collector, who insisted they received nothing from Propath. I ask ProPath to contact CSI and completely cancel/remove the wrong collection record from my credit report and completely eliminate the negative impact the record did to my credit report. Thank you!

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: ******** **** Contact Phone: XXXXXXXXXX Contact Email: *************@propath.com In reviewing Ms. ****'s account, it appears that ProPath did not receive accurate address information from her referring physician office when they sent her specimen(s) in for testing. As a laboratory, ProPath does not see the patient and must rely on the information sent to from the referring physician's office. As per our policy, if we cannot locate a correct address, we refer the account to our collection agency, CSII, to continue efforts to locate the patient's correct information. We also did not receive any explanation of benefits from her insurance and requested follow-up from you, which was the reason we were sending you a billing statement. M. **** spoke with one of our CSR reps and forwarded a copy of her EOB and paid accordingly. Her account is paid in full. However, per her request, I have reached out to CSII and requested any negative reporting be removed from the credit bureaus. They will send a letter to me with this action which I will forward to Ms. **** upon receipt. Please note that it can take 2-3 weeks before the credit bureaus update their records. In the meantime, she will have a copy of the letter showing it was deleted as documentation should she need it. I will communicate directly with Ms. **** moving forward.