ComplaintsforHealthTrackRx

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was not in network with my health insurance and did not inform my physician's office when this changed happen. My physician's office has tried repeatedly to get into contact with HealthTraxRx and has been unsuccessful. I am now responsible for way more than I should be. I have an outstanding bill for $125 that I do not think is fair.

  Business response

  04/23/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously.We show that your claim was processed by BCBS Oklahoma and the allowed payment was assigned to your deductible. The deductible amount was reduced to $125 on your bill in accordance with our out-of-network billing policy. It is the ordering providers responsibility to inform patients at the time of service that lab services may be sent to an out-of-network lab; we will be reaching out to your ordering provider to review the complaint and reiterate our billing policies. To resolve your concerns, we have removed the outstanding balance from your account. If you have additional questions, please contact us at *********************************** so our dedicated team can investigate your feedback further.
  
  Thank you,
  The HealthTrackRx Billing Team

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to my doctor due to some lower abdominal pain and the visit included leaving a urine sample to rule out a UTI. I have had many urine tests over the years and I have NEVER seen a lab bill anything close to the $789 HealthTrack billed and after submitting to my insurance, my balance is still $482.53. This is unheard of for a urine test. This is outright fraud. I've had MRIs and ultrasounds that were less. Note that I havent paid it yet. The final bill arrived yesterday with the standard request for immediate payment. This total is more than 5 months of my car insurance. Urine tests do NOT cost this much. They are taking advantage of consumers and this is why health inrsurance is so much. I peed in a cup for a simple check for bacteria. It happens all the time. Myself nor any of my friends or relatives ahve ever seen a bill in this amount for a urine test. I checked back through all of my previous EOBs and any urine test was less than HALF this much. Complete blood panels were even a third of this cost. This is robbery!!!

  Business response

  03/12/2024

  We apologize for your experience, and we appreciate you bringing your concerns to our attention. At HealthTrackRx, we are committed to service excellence, and we take all feedback very seriously. Could you please contact us at ********************************** so our dedicated team can investigate your feedback further? Sincerely, the HealthTracRx Billing Team

  Customer response

  03/13/2024

  I am rejecting this response because theyhave done nothing to resolve the matter!!!!   I have called other labs AND attached screenshots of a simple ****** search showing what the standard charge is for a urine culture.  Some places charege as low as $25.  I am looking at  nearly $500 (they billed $789).  Bottomline, this is a company that is price gouging and they need to be investigated.  

  Customer response

  03/13/2024

  I failed to mention that I have reached out to them as they requested and shall see if I get any form of response.  

  Business response

  03/14/2024

  After thorough investigation, we concluded that this patient was billed appropriately in accordance with our pricing policies. Our recommendation to the patient would be to contact our call center or email ******************************************* if she would like to explore payment options we have available to make testing affordable, based on her individual needs.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/14/23 I went to a healthcare provider, *********************** because I was not feeling well and had a fever. The provider did a UTI panel for diagnostic purposes. This is not my first UTI panel, I have had many in my lifetime. This is the first time I have been changed $53.01 for this service. I have had same insurance and same employer for over 10 years. This companys paperwork states they charged $833.34 for this panel. They further state my insurance paid $300.39, they adjusted $479.94, billing me $53.01 for the balance. Urinary Track Panels cost $10-$350 per an extensive internet search. Their cost is extremely exorbitant. I attempted to contact them several times via their 844 telephone # on 12/27/23. I was on hold over 13 mins first call. Second call I was able to get an operator. I gave him my complaint/concern and after 3 mins on call, the call disconnected. I Called again immediately after and call dropped before connecting. I attempted a call for the 4th time immediately after the 3rd attempt and got an automated answer of Hello, hello, hello in a male voice and it asked that I leave a message as if it was an answering machine. There was a sound akin to someone blowing in a receiver with yet another hang up/disconnect. I am not able to find out why this panel cost so much. Their website does not appear to be legitimate

  Business response

  01/31/2024

  Thank you for bringing your concern to our attention. After a thorough investigation, we have confirmed that the order, insurance claim, and patient bill were accurate and legitimate.The total amount billed is our usual and customary charges that are billed to all health insurance companies for the tests performed, and both the patient and the insurance were only asked to pay within the allowed contract limits.
  
  We understand the patient's perspective and acknowledge a misunderstanding regarding the type of test ordered. The patient initially expected an antigen strip-type test, similar to previous experiences at our facility. We recognize that the transition to a PCR-based test, while more exhaustive and accurate, may not have been adequately explained during the ordering process.
  
  To address this, we offered the patient the contact information of the ordering clinic, encouraging her to follow up directly with the provider to discuss the events of her visit. It's important to note that on the day of the calls (12/27) around 11:30 am CST,there was a known network issue in our offshore call center, leading to temporary disruptions, including call disconnections and difficulties in hearing callers. This issue was swiftly resolved within 15 minutes.
  
  On 1/2/2024, we promptly returned the patient's call, addressing her concerns about the high charge to her insurance. We made sure to clear up the situation, and the matter was resolved amicably. However, we understand the patient's frustration regarding the perceived lack of informed consent about the test ordered.
  
  We have taken steps to review this case with the ordering provider, emphasizing best practices for patient education during the ordering process. At HealthTrackRx, we are committed to ensuring a seamless and positive patient billing journey. We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding as we continually strive to improve our communication and service. If you have any further questions or concerns, please feel free to reach out.
  

  Customer response

  01/31/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received notice from my insurance carrier regarding a bill posted. When I logged in to review it it was for HealthtrackRx for $1008.78 I had never heard of them and called my doctor's ****** to see what this could be since I had been seen on the same date the bill was stating services were for. The doctor's on duty pulled my file and it was noted no outside lab work was ordered. I immediately called my insurance to bring to their attention the fraud billing to my account. They verified no lab work was ordered removed it from my account and opened a fraud investigation. I then received a bill in the mail from Healthtrackrx for $91.24 huge difference from what they billed my insurance for. Since I now had a phone number I called to inform them that this was an error no services from my doctor were ever ordered and that this bill needed to be removed the woman I spoke with assured me she would escalate to management. However today I received another bill and called again asking why this is being billed again since I've already called and my insurance is investigating fraud in reviewing she said she sees it was escalated but without notes and would escalate it once again. This is not my bill no lab work on my behalf was ever ordered and my doctor's ****** has never heard of them they use Quest Diagnostics for all outside lab work. I need them to remove this bill from their system and stop billing me for fraudulent billing.

  Business response

  01/17/2024

  Thank you for reaching out with your concern. We have found that the order, the insurance claim, and the patient bill were all correct and legitimate. The patient received miscommunication from the clinic due to HealthTrackRx orders being noted differently in the patient medical record than other lab orders placed by the clinic. We have reviewed the case with the clinic so that all parties understand the potential impacts of patients receiving incorrect information about their lab testing. At HealthTrackRx, ensuring a seamless and positive patient billing journey is our utmost priority. We sincerely regret any inconvenience this may have caused.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company is reporting normal upper respiratory ***** as pathogenic and causing practitioners to treat with antibiotics. This is irresponsible, especially for children. Foe example, Streptococcus pneumoniae is normal in the nose and throat, so is Haemophilus influenzae. No company with legitimate ****************** Scientists or Technicians should be reporting organisms from throat swabs as pathogens without consulting a medical laboratory microbiologist. Some kids can just be carriers. This is bad practice and extremely dangerous. *** approval needs to be given for PCR testing.

  Business response

  11/14/2023

  The respiratory bacteria specified here, including Streptococcus pneumoniae and Haemophilus influenzae, while often normal colonizers of the respiratory tract, are also the leading causes of bacterial respiratory infections including sinusitis, otitis media, bronchitis, and pneumonia. HealthTrackRx offers testing for these pathogens on select panels aimed specifically for the diagnosis of bacterial respiratory infections. HealthTrackRx also offers several respiratory diagnostic panels that do not include these bacterial respiratory colonizers and actively discourage the testing of these organisms when patient symptoms do not indicate a need. Importantly, while we can encourage the use of tests in certain setting or in a specific population a lab cannot legally disallow a test order if it is an offered laboratory test and must adhere to physician discretion. In an effort to educate providers the company offers clear symptom descriptions associated with the infections included on each panel, but the testing decision falls to the medical provider to determine medical necessity.

  Customer response

  11/14/2023

  I am rejecting this response because:   While streptococcus pneumoniae is a cause for otitis media, the specimen provided for this test was a throat swab. You cannot determine an ear infection from a throat source. It is irresponsible to provide these results as anything other than normal ***** for children, unless the culture is pure. Without culture methods this testing is inappropriate and physicians are not trained in laboratory medicine. This is not best for patient care and is going to lead to increased antibiotic resistant. MRSA and gram negative rods should be screened in nasal specimens. In the throat beta hemolytic organisms such as group A and group B strep should be screened as well as yeast. If this is for upper respiratory infections the source is INCORRECT. Upper respiratory infections should be sputum with a gram stain indicating there are less epithelial cells than white blood cells to determine if it is satisfactory for processing. Another source for viral infections can be a nasopharyngeal swab. You need microbiologist and medical laboratory scientists to help with your SOPs  for specimen requirements. It is not illegal to report out comments under organisms stating they are common normal ***** for certain age ranges. 

  Business response

  12/27/2023

  As mentioned in the first response, the selection of tests is completely left to the discretion of the ordering provider based on their medical judgment. This is true for all lab tests, independent of HealthTrackRx testing. Also included in the first response were menu options where normal colonizers are sometimes indicated based on symptoms and duration of illness, not a specific case (we would be happy to discuss a specific result through our clinical support hotline). To be clear, a throat is not an acceptable sample type for otitis media in our laboratories. Our team of microbiologists actively educates physicians on ordering menus without normal colonizers and references the *** watchful waiting guidelines when these are pertinent to the specific scenario. Further, for upper respiratory tract infections without a suspected cause (like group A strep) PCR testing is considered the standard of care. For decades, acute upper respiratory tract infections and pharyngitis have been the biggest source of unnecessary antibiotic prescribing, with over 30% of antibiotics being administered with this diagnosis considered unnecessary. This was a problem before PCR testing was utilized in this space due to the inability to detect respiratory viruses which do not need an antibiotic, and the multiple day turn-around-time of culture-based techniques that promotes empiric therapy. Many ordering physicians use the speed of the next morning results that PCR provides to withhold empiric prescribing at the time of visit and leverage HealthTrackRx results to support when an antibiotic is not needed. The HealthTrackRx team works closely with our clinical microbiologist and our clinical advisory ***** of ********** Disease physicians, to leverage PCR testing to aid in appropriate and accurate diagnostics. While these responses are generic, since we are unable to address a specific case in a public setting, we invite a direct conversation via our clinical support line and would be happy to have a thorough conversation.

  Customer response

  12/27/2023

  I am rejecting this response because no reference to educated and certified personnel has been made. Clinical/medical laboratory scientists, medical technologists, and medical lab technicians, are the only professionals that should be testing these samples. Even physicians have not had laboratory training. I would like to know what personnel is responsible for handling and processing samples, prior to closing the complaint. Who is responsible for laboratory education? This business should have certified individuals from the American society of clinical pathologists or similar certifying agency. I am accepting the fact that there are microbiologists and infectious disease physicians. In response to upper respiratory infection education, physicians should be able to treat clinical signs and symptoms prior to any testing. Group A Strep can be tested for by pcr singularly without testing for normal ****** The ONLY acceptable method for distinguishing URI by a normal ***** ******** overgrowth, is by culture. There is no way to tell quantity of normal ***** vs pathogenic ***** without a culture methods. 

  Business response

  01/08/2024

  HealthTrackRx adheres to adheres to the regulatory framework defined under the ******************* Improvement Amendments of ****, (CLIA) and we are accredited by the College of American Pathologists (CAP).  Our certifications can be found on our website via the following link (**********************************************************). We follow all personnel requirements based on the test complexity as defined by CAP, CLIA and state requirements.  Additionally, competency assessments performed by appropriately licensed and certified staff and continuing education are a CAP requirement for all laboratory personnel to which HealthTrackRx complies. Regarding the original, specific complaint, without the specific details of the sample along with the diagnosis codes and associated medical records, we cannot provide a specific response to that. We will happily take a call to our clinical support line *************) to talk with our Clinical Science Liaisons or certified Pathologist. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sent a bill from *********** RX for our son ***************************************** (DOB 10/16/17) for $125 for lab tests for COVID-19, Flu A/B, and RSV. At most that bill should have been $20 but we were being billed for $125. I called them and found out they submitted the wrong health insurance member ID for him so I gave them the correct member ID in March 2023. So they could bill our insurance and send us a corrected bill. I had to again call them in April, then again in July., because they still hadn't fixed the issue. Again they had the wrong member ID number, how can they continue to have the wrong member ID when I've given it to them 3 times. Then today August 23rd I received a bill from a debt collector, RMP Services LLC stating that they are collecting this debt on behalf of HealthTrackRX. How can a health billing company fail to get the member ID correct 3 times!?!?

  Business response

  09/19/2023

  Thank you for bringing this situation to our attention.  We reviewed your account and found that the level of customer service you were provided was not to the level we strive for.  We are taking corrective action and someone from our billing leadership will contact you to provide details on how we are addressing your concerns.  We apologize for any inconvenience this has caused.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to the gynecologist for a reoccurring issue that she is aware of. I made sure to ask if everything in my visit was covered the office lady said it was. I was not told that they would be sending the sample to a lab that was not covered by my insurance. I never agreed or was even aware. This was without my consent. I received a letter today in the mail stating that I owe $125.00, I called the doctors office told me to call HealthtrackRX. I call them, they told me there is nothing that they can do. They can lower my bill to $99. However I was never made aware of this and even when I asked they assured me my insurance had taken care of everything. They're taking advantage of people. I just went through Hurricane Ian and lost my home. I'm homeless at the moment and to add this ontop of everything is really infuriating and just wrong!

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2022/11/17) */ HealthTrackRx is a fully accredited CLIA-certified laboratory and conducts lab testing services pursuant to written orders from authorized ordering providers. We do not instruct providers on what tests to order or when to order. Our records indicate a test was ordered for which we provided testing services. Due to the confidential nature of protected health information under HIPAA, we are limited in the information we may disclose, but will reach out directly to the consumer with detailed information via written correspondence.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am contacting you regarding the Covid test, confirmation number 21cb28cf, conducted at site ID" ONPOINT-TESTING-SEATTLE on September 23rd, 2022. Address: ********************************* Test results provided by HealthTrackRx registered in Denton, TX. Unfortunately, the test result (positive) was later proven incorrect by two subsequent tests, including a lab PCR test from CVS. As a result of the false positive test conducted by OnPoint and HealthTrackRx, I suffered unnecessary financial expenses and changes in my travel plans. I would like to request a refund of the test amount $69. Thank you for your help. Please let me know if I can provide you with any additional information. You can contact me at 818-800-2903.

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/10/27) */ HealthTrackRx is a fully accredited CLIA-certified laboratory and conducts testing pursuant to written orders from authorized ordering providers. HealthTrackRx does not have record of performing testing for this individual. Our records indicate testing and results were performed by OnPoint Testing. Due to the confidential nature of protected health information under HIPAA, we are limited in the information we may disclose, but will reach out directly to the consumer with detailed information via written correspondence. Consumer Response /* (3000, 7, 2022/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried contacting the business referred to in the reply (OnPoint Testing) several times over the phone and sending emails to [email protected]. No one responded to my requests in writing and did not pick up the phone. Business Response /* (4000, 9, 2022/11/09) */ HealthTrackRx does not own or operate OnPoint Testing. While we are sorry to hear the individual is unable to contact anyone at OnPoint Testing, we are unable to provide additional assistance related to OnPoint Testing's services as OnPoint Testing is a separate entity and is not a subsidiary/affiliate of HealthTrackRx.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from HealthTrackRX for $743.92. Account XXXXXXX. My doctor is not affiliated with this organization in any shape or form. I've already received a bill from their lab for $3.00. There is obviously some fraud involved with these people.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/09) */ Our company is a fully accredited CLIA-certified laboratory and conducts lab testing services pursuant to written orders from authorized ordering providers. Our records indicate a test was ordered for which we provided testing services. Due to the confidential nature of protected health information under HIPAA, we are limited in the information we may disclose, but will reach out directly to the consumer with detailed information via written correspondence.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was supposed to start at ************* on Sunday 9/5 but on my way to work an incident happened and I reported that to ********** temp agency) & my start date was moved to Monday 9/6. Upon going on on 9/6 I was given a Covid Test(no problem), the girl that gave me & 1 other person a Tour of the building was really nice. She told us we get breaks but not when we get them. Information we were given was very vague. She then brought us to the lab where we put on our safety lab gear & then just left us at a computer & said someone will be with us to train us soon. There other person I was with & I sat for an hour and a half with no one coming to talk to us or anything & then they sent ppl home cause they didn't have work to do. Today 9/7 I got in & clocked in but didn't know what to do. So I went to the lab where I put on my safety gear & sat for an hour and was told there was no work to train me. I decided to turn in my key card & was told I was a safety problem & was harassed & escorted

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/09/22) */ HealthTrackRx does its best to ensure that all new employees and contractors have a great onboarding experience. While working to get this experience right, we are also confronted with very unpredictable business demands related to COVID-19 testing. We know this can be very frustrating for workers and this unpredictability impacted the two days mentioned here, which unfortunately resulted in a poor onboarding experience for this particular contractor. We are certainly disappointed to learn of this unpleasant experience and have taken affirmative steps to identify areas of improvement, including educating current personnel on better communication with new hires to convey changes in staffing needs and expectations. We are committed to continually evaluating our onboarding and training programs and will do our best to make improvements whenever opportunities present themselves. We are also committed to ensuring that all employees, contractors, vendors, and any other individuals that come in contact with HealthTrackRx are treated with courtesy and respect. We take any notification of behavior to the contrary very seriously and take remedial action when necessary. Consumer Response /* (2000, 7, 2021/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I believe any business, especially working with Live COVID samples should be trained on what they are doing and they system they would be using before hand so when they go in there, they are aware of what to do. In the little time that I was there and watching ppl, there was a lot of work, even the team leads were working but yet they didn't have work to train? But yes I agree on making the business better that, when hiring new ppl and not having work prepared to train on, it's better to have a training class to get them prepared for when there actually is work so no one is wasting their time just sitting there and doing nothing. Both parties would benefit. I was a supervisor and a training mentor and I've seen this work before and with a company that does work like this, I feel they would highly benefit from having a preparation training class. Thank you.

*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. ↩