ComplaintsforBioReference Health LLC

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/16/2023 *********** provider "***** *****" operating under ******************* in ***********, ** (**************, ordered full allergy panel labwork from BioReference Health LLC. Full alergy panel is supposed to include allergy tests for over 100 items (nuts, trees, flowers, pollen, dust, etc). When results were received by the ordering provider "***** *****", they only contained 9 items (most of them being allergy results for trees) and nothing else, no nuts, food, pollen, dust or other results. Provider was surprised and requested BioReference to cancel the service and not to bill me, since the results were incomplete. After some time I received the bill from BioReference for $284.32. When I called BioReference, they advised me that I was charged in full for allergy tests and charge was abour $262. When asked to adjust the bill, they kept referring me to the ordering provider. When I called provider multiple times, they advised that they already requested BioReference to cancel this bill and cannot do anything else, since the it is coming from BioReference. Been back and forth between the two and now it is being filed with collections. Requesting BioReference to remove the charge for the allergy panel or provide me with full results of entire allergy panel, in which case I will pay the provided amount. This is against the law to charge something BioReference has not provided and considered a fraud.

  Business response

  11/03/2024

  Good evening,

  I was able to review this matter. I can confirm that Bio Reference ran and billed for the tests that were ordered by the provider.  Any questions the patient may have regarding the ordered tests should be directed to their provider's office. 

  Regarding the phone calls with our **************** team our records are showing that the representative advised the amount of $284.32 was applied to the member's deductible after insurance processed the claim. They also advised that we performed the tests that were ordered, and the patient should contact their provider's office to discuss further.  Additionally, the patient was provided information to access their results.  Patients can create a portal account to access their lab results with the link below.

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

  Thanks.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billing department invoiced me for examinations performed as part of my annual wellness check (preventative care). The reason code PR1 - Deductible Amount is incorrect and they refuse to correct it. I called 4 times the billing department each time to no-avail and had my insurance company call them as well to correct the issue with that resolution being rejected by BioReference Billing. I also called BioReference together with my doctor's office together to get this fixed but billing department is unable to assist or provided detail instructions on how to correct. The lady I spoke with billing actually refused to help and hung up on me without finding a resolution. If issue left unresolved, BioReference will just have an open AR which they will never collect on because I won't pay what my insurance company covers for and this is the fault of BioReference for sending incorrect data to insurance.

  Business response

  10/04/2024

  Good morning,

  I was able to look into this matter.  To clarify we billed the claim to insurance and received a response from them in September indicating patient responsibility due to the deductible.  They are now reprocessing the claim, and we are awaiting a response from them regarding the patient responsibility.  We cannot guarantee that all of the charges will be covered as an annual exam.  Though the office visit was for an annual wellness check, the insurance carrier makes the determination on what they will cover as part of an annual visit.  The patient can reach out to their insurance directly for further details on their plan and annual visits.

  The accession is currently on hold in our system while we await a response from the insurance company.  If there is patient responsibility determine they can contact our customer service team to discuss options.  They can be reached via email at ************************** or call #************* (###-###-####), available M-F 8AM-7PM EST.

  Thanks,
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an outstanding balance of $555.36 with Bio-Reference Laboratories. Last month, I spoke with a representative and explained that these charges were part of my annual checkup and should be covered as preventive care. The representative assured me that they would reprocess the claim correctly so that it would be covered by my insurance.However, I received a past-due notice today. Upon contacting my insurance, I learned that the claim was never reprocessed as promised. Instead, Bio-Reference submitted it with an incorrect code, which prevented it from being processed as preventive care.I reached out to Bio-Reference again and was told by a representative that I needed to provide the correct code for reprocessing. As I am not a billing specialist, I do not have this information. The representative also indicated that without this code, they could not resolve the issue, even though this is information they should have.Additionally, when I initially had these tests done, I provided documentation, and the technician confirmed that everything on the order was preventive. Given this, I expected Bio-Reference to process the claim appropriately.Bio-Reference is currently not taking responsibility for the mistake and is unable to assist in resolving the issue. I would appreciate your help in ensuring that this claim is reprocessed correctly and the outstanding balance is resolved.Thank you for your attention to this matter.

  Business response

  09/13/2024

  Good evening,
  
  I was able to review this matter.  
  
  We have submitted the claim back to insurance for reconsideration due to the patients concern regarding diagnosis codes. We cannot guarantee that all of the charges will be covered as an annual exam.  Though the claim may be coded as one, the insurance carrier makes the determination on what they will cover as part of an annual visit.  The patient can reach out to their insurance directly for further details on their plan and annual visits.
  
  Our records are showing calls made to our customer service team.  The agent advised that the balance was already processed by insurance and discussed available options.  Regarding the diagnosis codes, the agent advised that we billed the claim with codes provided by the ordering physician.  Any requests to change them would need to come from their office directly not the patient.
  
  Since the claim was resubmitted, the accession is currently on hold in our system while we await a response from the insurance company.  If there is patient responsibility determine they can contact our customer service team to discuss options.  They can be reached via email at ************************************ or call #1-833-4MYLABS *************), available M-F 8AM-7PM EST.

  Thanks,

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a retired healthcare administrator. I was referred the Veterans Health Affairs to *************************** in **********, ** for a surgery and as part of the pre-operative workup labs were taken and apparently sent to BioReference Health on 02/19/2024. On June 07, 2024 BioReference printed off a collection letter that stated it was a third notice. It was literally the first communication that I had with the company. There was a demand for payment in the amount of $131.53. I am a 100% service connected disabled Veteran so the authorization from the ** for this treatment should not be billed to me. If I were not service connected, the process is to have the provider bill the VA and then I would be billed by them. That is not what happened. My retired ***************** was billed instead. I did not provide the doctors' office with that information, so it is a mystery how BioReference was able to gain that information. Likewise, when I asked that the bill be corrected, BioReference was less than cooperative. I have been bounced between the BioReference, TriCare, and the VA ************** Hotline. I have been billed for care that is already authorized, and the lack of willingness of BioReference to make things right is obvious to everyone but the company.

  Business response

  09/11/2024

  Good morning,

  I was able to look into this matter.  The insurance information we billed was provided to us by the ordering provider's office.  We are in the process of rebilling this claim to the Veterans Affairs directly.  That will take some time to complete.  In the meantime, the accession is on hold in our system and has not been reported to an outside collection agency.

  For any further updates on this matter please reach out to our ************************ team.  They can be reached via email at ************************************ or call 1-833-4MYLABS *************), available M-F 8AM-7PM ET.

  Thanks,
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a complaint. I have gotten a bill in the mail says 3rd collection notice and I never received any bills in the past and these services were from last year so why is Bio Reference sending me a bill for them? This is wrong you sent me 3rd collection notice and I have not gotten any of them I can show you all my informed delivery images. I have 2nd insurance 101721421-2311 *************************** 11/28/2023 $24.09 NYS ******** EC61230P

  Business response

  07/26/2024

  Good afternoon,
  
  I was able to look into this matter.  We billed the claim to primary insurance in December 2023, secondary insurance was not provided on the order.  Insurance denied some of the charges, which our billing team needed time to review before determining the patient responsibility.
  
  Our records are showing we mailed three invoices out on 4/9/2024, 5/19/2024, and 6/28/2024.
  
  The secondary insurance information was updated and billed.  Please allow time for that to process.  If there is any patient responsibility determined,you will receive an updated invoice.
  
  If you have any further questions or concerns, please reach out to our ************************ Team.  You can reach them via email at ************************************ or call ************** option 2.
  
  Thanks,

• Initial Complaint

  04/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had lab services rendered on 11/13/2023. The lab company, BioReference issued an invoice on 3/23/2024 for the amount of $300 and indicated that my account was "PAST DUE" and that it was the "third attempt to contact" me and threatened referral to a Third ************************ However, this invoice dated 3/23/2024, was the first I had received. I had no prior communication from them regarding any outstanding bill. Furthermore, my insurance company confirmed that they had received the claim from BioReference for the service rendered on 11/13/2023. My insurance notified BioReference of the Explanation of Benefits to which my financial accountability was only $42.34 (based on my coverage and the negotiated PPO rate between BioReference and my insurance company). The invoice from BioReference was misleading, inaccurate, and aggressive. It is deceptive billing practices that *** coerce a customer to pay a bill that is clearly not his/her responsibility. I suspect they send these types of invoices to customers in an attempt to receive payment for which they are not entitled.

  Business response

  04/17/2024

  Good Afternoon,
  
  It appears this matter has since been resolved.  Customer spoke with our ************************ *********** 4/5/2024.  They received a copy of the *** and had the accession adjusted to reflect the patient responsibility of $42.34.  Customer was also sent a statement via email on Monday 4/8/2024.  If the patient has any further questions, they can reach out to ************************************.
  
  Thanks,

  Customer response

  04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Patient number 109815064-2309, Billed amount $9.69, Date of Service 9/28/23.On 11/13/23 I paid $9.69 from my *************** spending account for this invoice. The bill pay number is **********. *************** has confirmed there is no other information i can provide to your company to serve as proof of payment.I continued to receive bills that stated that the $9.69 had not been paid. I emailed ************************************ on 2/13/24. I was assured on 2/19/24 by ***********************, ************************ Team Lead at ********************** that they would forward this to the Bioreference adjustments department for review. i have not heard back from anyone since this was submitted on 2/19/24. I am continuing to receive past due/collection notices from Bioreference. I have emailed ************************* at Bioreference but i have gotten no response back to resolve this issue. The bill was paid in full, yet i am continuing to be harrassed by Bioreference for non-payment. I need someone from Bioreference to research this payment and credit my account so it shows a zero dollar balance. Thanks for your anticipated cooperation. -

  Business response

  04/09/2024

  Good Morning,
  
  I was able to look into this.  It appears this matter was recently resolved.  The payment was incorrectly posted to an older accession for the patient.  We were able to transfer it over and close out this balance.  I apologize for any inconvenience or confusion this may have caused.  If the patient would like to receive a zero balance statement, they can reach out to me at ********************************.
  
  Thanks.

  Customer response

  04/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had blood drawn by my provider 10/26/23. I paid everything due after insurance to my provider. Now, over two months later, I receive a bill for $7.44? This is unacceptable and unprofessional. This appointment was in October 2023 and Im now being billed in January of the following year? I do not believe that this is a legitimate charge as my insurance should have covered this cost.

  Business response

  01/25/2024

  Good Afternoon,

  I was able to locate the patients account.  The billing for this account was delayed due to insufficient information from the ordering physician.  It was eventually billed in December and was adjudicated two weeks later. The insurance company applied a portion of the payment as patient responsibility.  Our contract with insurance companies requires that we bill the patient in those circumstances.  Laboratory charges and payments are separate from any paid to the physician.  If the patient has any questions, they and reach me at ********************************. 

  Thank you.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am attempting to create a patient portal. The website is not working. I have called and emailed multiple times to access my account. No one can help me but yet they ask me to pay bills I can not access. They say no one else can help me, there's no other assistance, there's no other way to create an account. Customer Support keeps ignoring me and refusing to address my concerns despite complying with all instructions.

  Business response

  02/05/2024

  Good Afternoon,
  
  I was able to look into this.  It appears this matter was already resolved. Customer emailed patient portal support group Friday 1/12/2024.  They were able to walk her through creating the portal and confirmed it was successfully created.  If the patient has any questions, they can reach out to ****************************************.
  
  Thanks.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a scheduled WELLNESS VISIT (fully covered by my insurance, *************** Shield of **) on July 5, 2023 at *********************** (my healthcare provider) in **********, **. Amherst is associated with the ************ who handles their billing. By *******'s/******'s own admission on July 28, 2023, they conceded that they incorrectly had the labs (blood work sent to BioReference) coded as diagnosis codes instead of wellness codes. They pledged they would work with BioReference to remedy this. After repeated attempts to get this resolved, ****** contacted me on September 6, 2023 and said they had contacted BioReference again to resolve this billing error and they were told on that same date by BioReference that they would take care of it. This has not happened. In the meantime, I have been receiving monthly invoices from BioReference, now threatening 3rd party collections for $8.30. I called BioReference (the phone number listed on the notice) to resolve this matter on September 25, 2023, but the associate I spoke with failed to offer any resolution. He further refused to help resolve the matter after I requested additional help from BioReference. His request to me was to contact my healthcare provider to sort it all out. This statement from the associate is deceitful and smacks of fraud considering that the U.S. Mail I received from BioReference clearly states for me not to contact my healthcare provider about the notice requesting payment. BioReference wants to repeatedly keep playing these hide-and-seek games and wasting my time and patience along with my healthcare provider which certainly drive up costs. Quite frankly, BioReference is really not serious about customer service nor are they capable of resolving the simplest of matters.

  Business response

  11/22/2023

  I was able to locate the patient's account.  We were unable to confirm any change from wellness to diagnostic testing.  Since this is not the patient's issue, we have adjusted the account balance to zero.  There is no further patient responsibility.  If the patient has any further questions, please contact me at **************************************.  Thank you.

  Customer response

  11/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

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