Customer ReviewsforTriCore Reference Laboratories

I had an appointment for this morning at 8 am, 6/28/2023. I made the appointment yesterday at 3:41 pm, 6/27/2023. I was never given a confirmation number. I showed up at ******************************/Tricore offices early. I was told that if I didn't have a confirmation number, I would be treated as a walk in. There were ten people ahead of me. I called the Tricore main number and they were able to look up my appointment and provide me with a confirmation number. . When I took the confirmation number to the person at the Tricore front desk, she said that now I was late (again I arrived EARLY), I would be considered a walk-in. There were ten people ahead of me. I just left the building. This is a horrible way to conduct business. Shame on whoever trains the staff. I know good help is more difficult to find these days, but at least try to hire competent people. Again, I never received a confirmation number and the person at the desk was either unable or unwilling to look the number up, despite the fact that I was able to call the main number and receive the confirmation after giving my name and date of birth. Horrible customer service and incompetent personnel.

TriCore Received notification of this Customer Review on 11/28/2023. Below is **********************'s response:To Whom it May ************* you for Notifying TriCore of the Consumer Review submitted on 06/28/2023. TriCore is committed to excellence in patient care and takes this patients concerns with our appointment processes and customer service very seriously. We were not provided with a patient care center location which makes it difficult to determine which of our 42 sites this patient visited. We have reviewed the ***** patient satisfaction survey results from that month, focused on June 27th and 28th, and do not see any feedback comments that correspond with the patients complaints. The ****************** has also reviewed all nonconforming event cases for that same period. We did find one case initiated from a patient phone call into our ************************ that was similar and noted that it had been investigated and corrective action taken. As no contact information was provided, we did not reach out to the caller during or after the investigation.TriCore Laboratories strive to provide excellent customer service and find that continuously monitoring the thousands of patient satisfaction surveys we receive monthly allows us to respond quickly when we have not met the high expectations of our patients. We are proud that we consistently maintain a patient satisfaction net promoter score over 75 and constantly strive to do better.Thank you again for the opportunity to investigate this matter.

TriCore Received notification of this Customer Review on 11/28/2023. Below is **********************'s response:To Whom it May ************* you for Notifying TriCore of the Consumer Review submitted on 06/28/2023. TriCore is committed to excellence in patient care and takes this patients concerns with our appointment processes and customer service very seriously. We were not provided with a patient care center location which makes it difficult to determine which of our 42 sites this patient visited. We have reviewed the ***** patient satisfaction survey results from that month, focused on June 27th and 28th, and do not see any feedback comments that correspond with the patients complaints. The ****************** has also reviewed all nonconforming event cases for that same period. We did find one case initiated from a patient phone call into our ************************ that was similar and noted that it had been investigated and corrective action taken. As no contact information was provided, we did not reach out to the caller during or after the investigation.TriCore Laboratories strive to provide excellent customer service and find that continuously monitoring the thousands of patient satisfaction surveys we receive monthly allows us to respond quickly when we have not met the high expectations of our patients. We are proud that we consistently maintain a patient satisfaction net promoter score over 75 and constantly strive to do better.Thank you again for the opportunity to investigate this matter.

Very disappointed in how they function in the ************* I have been working with Tricore for 6 months now regarding two bills. They continue to be errors and every time I call they say, we will send another updated statement. Last person I spoke with, early August 2022 told me they would place my account on hold until the **** was corrected.Yesterday I received another ****, and it has not gone through my secondary insurance. Well, come to find out they are extremely lazy and will not **** more than the primary. So I have to submit. Ok, fine. Well then she tells me I will be in pre-collections. How is that OK after I have been trying to do their job for them? She states that no ones account can be put on hold either. I told her who placed the account on hold and she said, yeah she is no longer here and I was her supervisor and she cannot do that. I said, you could at least apologize, because I am the customer and that isn't my problem she did her job wrong. Unreal. How businesses like this stay open is beyond me.MY ADVICE: DO NOT UTILIZE TRICORE SERVICES AT DOCTOR. I will be requiring my Doc use some other lab.

Thank you for taking the time to submit a Customer Review. We appreciate the opportunity to investigate this matter.Following an internal review of the account, TriCore called the Consumer to let her know that we received her BBB review and to discuss a possible resolution. We informed the Consumer that accounts are not placed on hold while patients submit their claim(s) to the applicable secondary insurance for commercial plans because secondary insurance payors typically make reimbursement payments directly to the patient. However, TriCore offered to place the accounts on hold for 45 days as an exception. We also her copies of her statements so she can submit the claim to her secondary insurance payor. In addition, we explained that accounts that cycle to pre-collect status are not reported to the credit bureaus. Accounts that are not resolved during the pre-collect status will cycle to hard debt collection process, which may ultimately be reported to credit bureaus if not resolved.TriCore regrets that the Consumer had a negative customer service experience. Our objective is to provide excellent customer service and to resolve issues that are within our control. We look forward to the opportunity to provide the customer service experience our patients deserve.

I am so disappointed in there conduct. I received a second Statement from them Dated four months old. This is the first notice I got. At the same time my spouse received a statement from them in collections that was six months old. I called and expressed my concerns to them. They told me the invoices were returned to them.They had the wrong address. I have lived at the same address for thirty years and Have received many statements from them before. So the bottom line is they turned me over to collections for a mistake they made. They also told me that is was no big deal to them. I had call two different companies to get my good name back. Not to mention I have lost my job and have been unemployed four months. So this has put I burden on me and my family's walefare. That other was wouldn't have.

We are sorry to hear that your customer service experience has not met your expectations.A positive customer experience is our top priority, and we regret that wasn't demonstrated to you.We understand how frustrated you must be. We apologize for any inconvenience the situation caused you and ******** the opportunity to regain your trust. We will look into the matter and contact you with any additional steps we've taken to resolve it.Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.