ComplaintsforNorthwell Health Laboratories

• Initial Complaint

  09/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i went to Northwell Health Labs at West New Brighton *********************************************************************** on friday the 29th of sept at 12:45 pm for my scheduled laboratory blood draw apt. when i told the lab tech that her needle was really hurting me as she put it in my arm, she laughed at me and said seriously in a rude tone. I felt very disrespected and upset. I have a medical condition and use your lab on a weekly basis. This was not the usual tech assigned to this lab. Thank you.

  Business response

  10/16/2023

  Good Afternoon, I am truly sorry that you received such unsatisfactory service. Unfortunately, you've contacted the incorrect department for this issue.

  Again, as a representative of Northwell, I apologize on behalf of the Phlebotomy team. 

  Thank you,

  *******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Northwell Billing is incompetent!!! They processed my familys (3) bills from **************** incorrectly to BCBS back in December. Didnt bother to contact me or send an outrageous bill until May. One bill for nearly $900 for a covid/flu test. The other two were close to $700 and $500 for a three minute video appointment. When I received the bill for the first time 6 months later they demanded all the money. BCBS had to reprocess all three bills because of their incompetence and that takes another few months. They harass people for money they are not ***********. If they did their jobs correctly, they would have been paid by the end of last year. Now they are threatening collections. I will be filing legal action against them if my 805 credit rating is damp due to their stupidity

  Business response

  08/30/2023

  Good Afternoon,

  I would be happy to look into this. Please provide all 3 account numbers or the first/last name and date of birth for each patient.

  Thank you,

  *******

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I keep receiving a bill from Northwell Health Labs in the amount of $323.43 (account # **********. This bill is for laboratory services on 5/23/23. I have written to the address on the bill AND have called the billing questions number listed on the bill. My letter produced no response; my telephone call elicited an apology anda promise to submit the bills to my insurance ********* is my primary; United Health Care is my secondary). Today, I received ANOTHER bill. I have very good insurance, and this bill will be covered; it must, however, be submitted to one or both of the insurance companies.

  Customer response

  08/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Northwell Health Laboratories regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a bill for my daughter receiving laboratory services account number ********* in the amount of $88.04. I've attempted to contact the billing number on the statement at ************* on 3 separate occasions at their business hours. No one answers the phone and leaving a voicemail is not an option. I wanted to provide my child's insurance information which I completed online due to lack of customer service. I am now requesting an itemized bill of services and to make sure my insurance has been billed properly before I pay the owed copay and deductibles.

  Business response

  03/28/2023

  Good Morning,

  Our business hours are from 9am-12pm and 1pm to 5pm Monday through Friday. Voicemail is activated from 12pm-1pm and 5pm tp 9am (including all day Saturday and Sunday). 

  This account is currently in collections. 4 patient statements were mailed in an effort to obtain any active insurance. 

  An itemized bill has been placed in the mail. 

  Please give us a call at ************ and request to speak with ****, our collection liaison for further assistance.

  Thank you,

  *******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a lab bill for my OB/GYN visit on 2/11/22 for $335.08. I contacted Northwell Labs on 8/8/22 to have the bill reviewed and resubmitted to my insurance since the doctor is in my network. I spoke with a *** ************************* who instructed me to email her a copy of the bill and my insurance card. She said I should hear something in about 90 days. Didnt receive any further correspondence so I figured it was taken care of. Only to receive a collection letter in the mail this past Friday. Contacted the lab billing ***** this morning about the issue only to be told there is no record of me calling. So now Im being told its in collection and theres nothing they can do. I have proof of the email correspondence and I really think its unfair for someone to drop the ball concerning a billing dispute and causing a collection action.

  Business response

  03/21/2023

  Account # *********

  Good Afternoon,

  We received **************** for this date of service therefore the claim was denied. We were able to confirm the patient had active insurance through Healthcare Partners.

  We've reached out to ***************** to have the account pulled and closed. 

  Patient can disregard the notice.

  Thank you,

  *******

   

   

   

  Customer response

  03/21/2023

  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 and the matter has been resolved.

  
  Please forward to me a statement for proof that the bill is paid. 
  

  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a patient of northwell health fertility since 2019. I paid my copay at the office every visit, however, the lab will always send me a separate **** LATE! I often time will receive **** thats several months late and that says past due while its the first time I am receiving this ****. They have send the bills several times to collection agency ruining my credit. While trying to login to pay the bills, it shows a balance of zero.

  Business response

  03/24/2022

  Good Afternoon,

  Unfortunately, once an account drops to collections, it is no longer in our portfolio therefore it will not populate on our online **** pay for you to make a payment. 
  

  It appears we are receiving your lab orders without insurance information. Can you please call ************ and request to speak with ****, our collections liaison. Please provide her with your insurance information. She will be happy to review all outstanding accounts. 

  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. ↩