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:07/15/2024

  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 received a billing statement from Pathology Associates in the amount of $230.00. The statement was dated 1/23/24, but I did not receive it until late March 2024. The statement gives 3 options for payment, a website (which clearly was not running when I tried to pay my bill) it is ***************************** or a billing office number ************, and an address to which you can make checks payable: Pathology Associates of ******, GBL, PO BOX ****** DEPT #WS206 ************************. The first time I called the billing office number listed on the statement, a woman answered the phone and said their system had been hacked, she was not able to get in to my account and to call back in a week. After calling back a week later to a message stating they are experiencing an "outage" and to please call back in a week, I did call the actual Pathology Associates lab in *********. They advised me to keep trying the billing office number to reach someone. I have tried for several weeks to contact the office, only to get the same message. I am not sure at this point if the billing office is still functioning, or what has happened in regard to my account balance. As I am not able to talk to a billing representative for Pathology Associates, I do not want to send my account information via mail, as I am not sure if someone will receive it, who will receive it, and if it will post to my account, since their billing system has been hacked. I would just like help contacting this billing office and to know when I will be able to pay my bill. I do not know at this point if I have been sent to collections, but at all costs would like to avoid that. I just don't know what else to do.Thank you

  Business Response

  Date: 07/16/2024

  Thank you for the opportunity to address your complaint and provide you with a resolution.  Our billing company Change Healthcare experienced a cyberattack on February 21st.  They've been diligently working to rectify the situation and restore their online services and phone customer service at the earliest.  ********************* is a billing supervisor at Change Healthcare.  She reviewed this patient's account and advised there is currently no patient responsibility. Insurance paid. Please feel free to contact ***** with any additional questions or concerns.  Her email address is ********************************.  Thank you.

   

• Initial Complaint

  Date:01/12/2024

  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.

  I have been billed for th eoutpatient procedure I have done at CRMC, and my insurance(******) indicated it paid for the procedure. It turned out Pathologist Associate of ****** was the one who billed the procedure to my insurane and me. I was not aware th einsurance ** has already paid for it. So I also paid $350 I was billed for. Later I learned from my insurance tha t** had already paid for it. So I called pathologist of fresno back in 8/14/23 and it verified it received the payment from my insurance ** and the refund will be processed in 3-5 weeks. Since the I have been calling and recieved no refund. BAck in NOvember 2023 , it stated the refund was authrozed and and the check will be sent. I have received no refund check to date. When I called today, it said the check was sent back in NOvember 2023. So I asked the check if the check has been cashed, they said they would and have someone call me. Since then I have been waiting for the check or call from someone but to no avail. Everytime I call them (************) the ** rep tells me they will ask for follow-up with the billing ****** which is in ***** and someone will call me within two days but no one has called. It is a horrible **mpany and all they do is giving me run around and waste my time. please help. (my ac**unt No. ********************

  Business Response

  Date: 01/22/2024

  Hello,  I've reached out to a manager at our billing office to research this complaint and provide an update.  We will find a resolution and report back to you within the next 48 hours. Thank you for your continued patience.  

  Business Response

  Date: 01/24/2024

  Good morning ********,

   

  In regards to complaint #********, a manager from our billing service advised a refund check would be sent to patient by ***** yesterday.  Tracking #**** **** 4560.

   

  She would also have an agent contact the patient to provide the information.

   

  Thank you for reaching out to us and allowing an opportunity to resolve this issue.

• Initial Complaint

  Date:08/08/2023

  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.

  This complaint involves a collections notice I received from Creditors Bureau located in Fresno Ca on behalf of Pathology Associates for the amount of $318.88. I was diagnosed with Stage 4 Cancer and while in the hospital from 7/24/2022 - 8/6/2022 this facility was used. 7/28/2023 I received a collections notice for multiple charges after never receiving an initial billing from Pathology Associates. When I call Pathology Associates, I have been getting hung up on for the last 2 weeks. When I call the Creditors Bureau for help (After explaining the situation I asked that they pass a message to Pathology Associates to contact me.) I was informed that they are not an "answering service" and the only thing she could do was to send out another collections bill. When I called Community Regional Medical Center, they informed me that Pathology Associates is considered a "Community Partner". Due to our excessive medical bills, we qualified for 100% waiver of my share of my medical bills through the hospital. They said that waiver also extends to their "Community Partners" and that I should not have ever received a bill in the first place. The hospital was able to find me a local Clovis number for Pathology Associates and after making it through that long phone tree I was told there was no one to accept my call and to call back between the hours of 8am-5pm then disconnected me even though I was calling at 4:30 on a Tuesday. Through the nightmare of this last year, I have been diligent to be sure every entity involved got the payment they expected or the information they needed to receive payment. A year later this is the only bill I have outstanding other than those still being processed. In reading all the complaints and speaking with staff at the hospital this is a pattern with this company. I would question whether Community Medical Centers should be working with a partner like this.
  
  Please call for account info. I'd rather not post more than my name here.

  Business Response

  Date: 08/14/2023

  Dear Mr. ****,

  A manager from our billing service informed us your accounts have been closed/cancelled with Creditors Bureau USA and transferred back to Change Healthcare.  Change Healthcare is mailing invoices to you.  After speaking with Executive Management at Community Regional Medical Center we have been advised there are no financial waivers.  Please make payment arrangements directly with Change Healthcare.  Thank you.

  Respectfully,

  ******* **

  Pathology Associates

• Initial Complaint

  Date:02/04/2023

  Type:Customer Service 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.

  9/30/22
  I never received a bill from Pathology Associates, and there is no record of a claim sent to my insurance carrier.
  I am disputing charges.

  Business Response

  Date: 02/09/2023

  Hello ******,

  Thank you for your email.  We reviewed this patient's account and have corrected a typo in mailing address as well as updated her insurance ID# and refiled claim.  We expect insurance response within the next 30 days.  Our billing manager has closed account with collection company.  Patient's credit was not harmed. We appreciate the opportunity to resolve the stated issue.  

  Respectfully,

  ******* ****
  

  Pathology Associates

   

  Customer Answer

  Date: 02/10/2023

   I am rejecting this response because:
  I wish to wait to make sure they actually send a claim in to insurance.  I do not owe anything.  I will only trust their response when I see a claim go through insurance company.
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  Pathology Associates sent me a letter in September claiming I owed them $253.00 for services rendered on 7/14/2022. I contacted them on October 7th and found that they did not have my correct insurance on file, so I gave them the correct insurance information and was told I would receive a corrected statement in 45 days. On 12/8/2022 I received another letter from them claiming that I still owed them $253.00 for the same services rendered on 7/14/2022. I contacted my health insurance provider Community Care Health and was told that the claim had been paid on 11/14/2022 and that there was no patient responsibility to be paid. I am supplying the EOB for reference. Please note that I am protected by the Fair Credit Report Act, the Fair Debt Collections Practices Act, and the Truth in Lending Act from being sent to collections. Please keep in mind that if I am sent to collections, a lawsuit will be forthcoming to be financially reimbursed for any damages as a result of Pathology Associates Medical Lab's billing error.

  Business Response

  Date: 12/20/2022

  Hello ******,

   

  My billing manager advised the services provided for this patient on 07/14/2022 were billed to her insurance on 2 separate claims. 

  3 charges on first and the remaining 2 charges on second.  Insurance paid first claim and there is a zero balance.  Billing service has not received any response from insurance on the second claim.  She will have someone follow up with insurance.

  I’ll keep you updated as I receive more information.  Thank you.

   

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

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:
  
  
  The statement sent to me from Pathology associates and EOB from my insurance have identical charges. I am attaching both for reference. I have never received a statement regarding an additional claim from Pathology Associates, and this is the first time I hear of additional charges. Any claims should have been sent and taken care of in a timely manner, so I'm not sure why I am only hearing of this now, 5 months after the incurred date of service. Please elaborate on the charges you mentioned. Thank you.

  
  

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

  Business Response

  Date: 01/04/2023

  Good morning ******,

  
  

  Our billing manager provided some information regarding the 2 accounts that Zhuam Navarro has for date of service 07/14/2022.  Please see the email chain below and the 2 attachments.  The first account for *****, *****, ***** is paid in full with a zero balance.  I will continue to follow up with Jenna until patient's insurance has processed and responded to the last claim for ***** and *****.  Thank you.  

  
  

  ******* ****

  
  

  
  

  Here are both accounts.

   

  I did call and they said they did not have this claim on file. It needed to be filed to Blue Cross. Although, we did not file the other to Blue Cross and Community Care paid after filing to them.. I have got it updated to Blue Cross and filed.

   

  Upcoming Out of Office: Jan 16

  ***** *****

  Revenue Cycle Operations Management

   

  T   ###-###-####

  F   ###-###-####
  *   ********************************
  
   
  
  ***** ******* **** *********************************** ***** ********** ******* ** **** ***** **
  *** ****** ***** *********************************** ******** ***** ************************************
  *** ***** ******** ************************************* ******* **** ********************************
  ******** *** ********* ****** ****** *** ********* ***** ******* *********

   

  WARNING! This email originated from outside of Change Healthcare.

   

  Do not click links or open attachments unless you recognize the sender and are expecting the message. If you believe the email to be suspicious forward the email using the "Report Phish" button.

   

  Please provide proof of second account and charges that I can forward to the patient and BBB.  

  Also would someone please reach out to the insurance to confirm our claim for the second account has been received and possibly a status? 

  Thank you,

  
  *******

  ---

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

   

  Hello,

   

  It looks like she received a statement on the first account. it was sent out automatically by the system on 12/01 since we hadn’t received a response from insurance yet. Then the ins payment posted on 12/14/2022 so the balance is zero. Those charges are ***** ***** ****** The second account, which she did not receive a statement on, has charges ***** and *****. We updated the insurance on 12/22 and refiled.

   

  Upcoming Out of Office: Jan 16

  ***** *****

  Revenue Cycle Operations Management

   

  T   ###-###-####

  F   ###m

   -###-####
  *   *******************************