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:08/25/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Courtney Bouchet getting a hit on my credit score every month from this derogatory charge. I filed a dispute with Credit Score agencies but was denied because the debt collectors still have the claim. On 1/4/23 the Carent operator told me that he would contact the debt collectors and ask them to waive the bill. I gave him my email so that he could loop me in. I never received an email and the debt is still at the debt collectors. I called Carent on a conference call with Anthem, Carent told me that I have a DIFFERENT unpaid claim from 7/30/15 that I am unaware of, I asked them to send me an itemized bill and never received it. The Carent agent said she would send a claim to Anthem and call me back in 24-48 business hours and to expect itemized bills in 2-3 days. I never received a call or an itemized bill. I left a Google Review and Daryl Bohlender responded saying that I should send my information to [email protected] to get my issue resolved. I sent them a detailed account and never heard back.

  Business Response

  Date: 08/29/2023

  We
  were able to gather information from the collections team at Professional Finance
  Company and confirm that in their records this matter has been closed since
  April 2023. At that time, PFC notified the credit bureaus to request removal of
  the mark from Courtney’s credit. They also reported that they mailed a deletion
  letter to the address on file (Vanderbilt Court) in July 2023.
  
  The PFC team also confirmed that no other balances are pending for Courtney at
  this time.
  
  In email correspondence, Courtney advised that she did not receive the deletion
  letter so was unaware that her record had been closed.
  
  We will consider this matter closed and invite Courtney to contact us directly
  should any other questions or concerns arise.
  
  Sincerely,
  Ashley
  Rene
  Associate Director, Network Operations
  Carent Laboratory Solutions

• Initial Complaint

  Date:07/07/2023

  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.

  Complaint: 20287999
  
  
  
  I am rejecting this response because:

  This information is incorrect. I did receive two calls during office hours. The first vm I didn't respond to because I thought payments had crossed (my insurance seems to be a slow paper). After the second VM I reached out to Carent initially leaving a voicemail then speaking to Ashley who stated her grouped managed the Carent billing and they would figure out what was going on. This was prior to the second payment attempt. In response I received a call from very rude someone claiming to be from the billing department who's solution was just to pay the bill (which I was trying too do). I reached out again and spoke to someone who said they would escalate it and I never heard back from anyone. No call, no VM. After the second payment was returned I reached out to Ashley again, leaving a voicemail. After this I received a call from a very nice member of the billing team (Marissa?) that helped me resolve the issue. I was told that Carent hasn't updated their address with my HSA bank for the payments weren't making it to them and being returned but upper management was looking into it. I received a VM from Ashley today following up and haven't had a chance to call back.
  
  
  
  Regards,
  
  
  
  Diane Melbye

  l in the mail to make payment against and had thought the issue was resolved. I was told the call would be escalated to billing and never received an update. I reposted the payment, again through my insurance portal as I was offered no other means to make payment except via a bill that I had not received. The second attempt at payment was made on 16May2023. I again received confirmation that the payment was accepted, receipt provided. On 06Jul2023 that payment was again refunded for "Carent Lab Solutions did not process it". I have again tried to reach out to Carent Labs about paying the bill but have only been able to leave messages. It remains to be seen if I will get a response. This is all over $8.88.

  Business Response

  Date: 07/25/2023

  To Better Business Bureau re: Case # 00727940 (Melbye)

  Upon receipt of the original complaint, our customer
  service attempted to call the patient twice on 05/08 and 05/17 and were sent to
  voicemail on both occasions. The first
  patient call occurred on 06/05 where the patient stated she had made an $8.88
  payment on 03/05/23 and 05/04/23 through her insurance portal and both payments
  were returned.  The patient
  stated she had spoken with Carent before 06/05, but there are no call recordings/calls
  from her phone number where we successfully spoke to her prior to that date. The agent on
  06/05 advised the patient the account would be escalated to the cash team for
  review to ensure the payment was not pending on our end. We reached out
  to the patient on 7/11 as we could not locate a payment coming from her end and
  we took a payment over the phone, apologizing for any inconvenience.

  Account is now reflecting a zero balance.

  The patient was called again today, and a message was left advising her of the above details and are hopeful this adequately describes the steps our team took to resolve this situation and that the resolution is satisfactory for the patient.

  Sincerely,

  Daryl Bohlender                                                                                                                                                                                                                                                                                                                                                        Executive Director                                                                                                                                                                                                                                                                                                                                                  Carent Laboratory Solutions

  Business Response

  Date: 07/26/2023

  Upon receiving the follow-up rejection  of our post yesterday by Ms. Melbye, I conferrred with my colleague Ashley Rene who provided this response:

  On or around May 5, 2023, Ashley Rene in the Carent
  administrative office spoke with Ms. Melbye and Ashley then requested that
  Carent’s billing team (XiFiN, Inc) contact the patient directly to assist.
  Unfortunately, the billing team was unable to reach Ms. Melbye at that time. On
  June 5, 2023 Ms. Melbye reached out again to the Carent billing team to report
  her efforts to make $8.88 payment on 3/5/23 and 5/4/23 through her insurance
  portal and both payments were returned. During that call the billing customer
  service team member advised that the account would be escalated to the cash
  team for review to ensure the payment was not pending. While no further action
  was taken by Carent or Carent’s billing team, Ms. Melbye continued to receive
  notices to pay her bill. July 10, 2023 Ms. Melbye tried yet again to contact
  Ashley Rene and Ashley again asked the Carent billing team at XiFiN to assist
  not just with payment but with the underlying cause of her payments being
  returned. As a result, on July 11, 2023 billing customer service manager
  Maritza Contreras spoke with Ms. Melbye to assist with her payment,
  additionally, it was determined that Carent’s billing services transitioning
  from a prior vendor to XiFiN contributed to payment information not
  transferring correctly.
  
  Ms. Melbye went above and beyond to try to pay her bill and
  did not receive the attention needed to fully understand and address the
  factors creating the problem. Multiple details contributed to a very
  frustrating situation for Ms. Melbye over a very small bill amount.
  
  Carent is responsible for:
  Ms. Melbye’s payments
  that were incorrectly returned due to unaddressed back-end issues when
  Carent transitioned billing services from a previous vendor to XiFiN
  Inadequate attention to
  the cause of the problem reported by the patient
  Confused communication
  between Carent’s administrative office (Ashley Rene) and the billing team
  (XiFiN)
  
  Ashley Rene and Ms. Melbye have exchanged several calls in
  the last couple of days and confirmed that Ms. Melbye’s payment was successful
  and she is invited to contact Ashley directly at 970-373-3138 if any further
  concerns arise.
  
  Thank you,
  
  ASHLEY RENE
  Associate Director, Network Operations
  [email protected]
  970-373-3138 direct
  www.CarentLabs.com  

  We are hopeful this additional clarification provided by Ashley Rene will be helpfui to Ms. Melbye, and as always we will remain open to further discussion with her as necessary in order to be sure a resolution has been provided.

  Sincerely, 

  Daryl Bohlender                                                                                                                                                                                                                                                                                                                                                              Executive Director                                                                                                                                                                                                                                                                                                                                                            Carent Laboratory Solutions                                                                                                                                                                                                                                                                                                                                                            

   

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I appreciate Ashely and Maritza's assistance in resolving this matter.
  
  
  
  Regards,
  
  
  
  Diane Melbye

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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.

  On June 13,2022 I had bloodwork done at ******* ********* ****** (BCH) with the billing done by Carent – Boulder (account number: *****************). They billed ***** for $721 for the medical procedure, but as I told them twice my insurance is not *****, but ***** ******** *********. The referring doctor billed my insurance correctly for her services, so the correct insurance was on file at BCH. Carent ignored my instructions and then, without warning, sent the bill for collection to the ************ ******* ******* (PFC). I have contacted all three companies, Carent, ***** ******** *********, and PFC, but without success. Carent claims that they have passed the file onto PFC so they can take no further action, ***** Medicare can do nothing without a medical claim from the provider (Carent), and PFC does not handle medical claims.
  
  Carent has made no attempt to discuss this matter. Due to the incorrect billing, Carent expects to collect $721, rather than the much lower amount authorized by Medicare. It seems from the BBB that I am not alone in having serious billing issues with Carent.

  Business Response

  Date: 03/24/2023

  Upon receiving the BBB complaint from Mr. ****** on March 14, 2023, I contacted him by phone as well as by email to let him know we had escalated his issue.  Since that time we have researched his situation and can provide this summary.  The primary issue was a discrepancy between insurance (correct ***** Medicare
  Advantage, incorrect *****). It is unclear why this occurred as the billing
  teams have reviewed and confirmed the ***** ******** ********* information was
  on file. However, Carent Laboratory Solutions is no longer contracted with the
  billing provider handling the date of service June 13, 2022 in question and expect the
  performance concerns with that vendor contributed to the poor claims handling
  and customer service experience. We sincerely apologize for the hassle and
  frustrations.  We have confirmed
  that Mr. ****** paid the balance of $721 to our collections vendor ************ ******* *******. As a
  courtesy for the errors and frustration, the performing lab ******* ********* ****** has offered
  self-pay pricing of $43. As a result, ************ ******* ******* is prepared
  to refund to Mr. ****** the difference (approximately $678). ************ ******* ******* has attempted to reach to reach Mr. ****** over the last week to go over these details and to provide the proposed settlement.

  We trust that these details and proposed settlement are satisfactory for Mr. ******.

  Sincerely,

  Daryl B********                                                                                                                                                                                                                                                                                                                                                                        Executive Director                                                                                                                                                                                                                                                                                                                                                                    Carent Laboratory Solutions

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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.

  My healthcare provider has sent several samples to Carent Labs over the years. I have never received an invoice. A couple of years ago, I received one last call before they sent me to collections which I was able to answer and was able to pay to resolve the account right then, barely avoiding collections. I recently received a collections notice for amounts owed to Carent Labs for a new date of service (4/30/21). Again, I've received no invoices and no phone call. I tried to go to their website to see if I could ascertain more information but without an invoice number I can't access any account information. I called them after receiving the notice, and have just received an email that has my statement of account information on it so I can pay. I asked if I can put an email address on file because, at this point, I don't trust that they're sending the invoices out. They won't let me put an email address on file. I can't mandate that my doctor send my samples to a different lab. So at this time my only way to keep this from happening in the future is to either wait for collections warnings to be notified I have an amount due or call them three months after every appointment I have with that doctor's office to see if I have an amount due after insurance processing.

  Business Response

  Date: 10/21/2022

  Dear ******,
  
  In following up on your BBB complaint that we
  received on October 12 we apologize for what we have concluded was a mail
  delivery error that meant you did not receive your billing statements and as a
  result your account transferred to Professional Finance Company for collections
  action.
  
  We understand and regret the frustration caused by not having knowledge of
  pending balances so of course, you could not make timely payment. We agree that
  you should not be held responsible beyond your payment that has now been made,
  nor should your credit be impacted. Professional Finance Company has confirmed
  that your collections account is now closed and that no report was made to the
  credit bureaus.
  
  As ****** **** shared with you by phone, Carent is now
  partnered with a new billing vendor utilizing better systems to communicate
  pending balances (text messages, emailed statements, and online patient portal
  access to view claim status, check balances, make payments, download payment
  receipts, etc). They are servicing Carent lab claims and bills beginning with
  dates of service September 1, 2022 forward so we expect you will experience
  this improved communication in the future.
  
  In the meantime, we again apologize for your experience, *******. Yours is not
  what we want for any of our patients.
  
  If you have any concerns, questions, or needs,
  please feel free to reach out to us directly so that we can be sure you receive
  the service we expect our billing partners to provide. I can be reached at
  ************ or ****** **** at ************.
  
  
  Give me a call if you have any questions.

   

  Sincerely, 

  Daryl B********, Executive Director

  Carent Laboratory Solutions

• Initial Complaint

  Date:08/16/2022

  Type:Billing 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.

  This happens every 4 months when I see my doctor. I get a bill from Carent charging me the full amount but my insurance covers all but $21. I have to call and deal with people who do not care about the issue. I am then told to send an email that never gets a response and then they send the exact same incorrect invoice again. This has been going on for 3 years. Carent is possibly the worst company I have ever dealt with in regards to insurance. If I wasn't seeing the best doctor in Boulder I would change just to not deal with these horrible people anymore.

  Business Response

  Date: 08/29/2022

  Subject: BBB Complaint follow-up by Carent Laboratory Solutions
  
  
  In following up on ******* ******** complaint we have thoroughy researched her unfortunate situation.  This clearly was due to an error by our billing department, and it is not acceptable for her to have continued to receive statements that do not
  have the correct insurance adjustments.  Our billing department has assured
  us that they are working to correct this system issue, so it doesn’t occur
  again.  We have also been advised that Melissa's account has been adjusted so
  it will be consistent with her EOB, and that she will be receiving a revised
  statement in the mail.
  
  

  We have left voice mail messages with ******* as well as have sent emails and if she has any additional question we have provided our contact information so she can reach out to us directly.

   

  Sincerely, Daryl B********

  Executive Director

  Carent Laboratory Solutions

   

• Initial Complaint

  Date:08/12/2022

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. They were very easy to work with and I appreciate their quick attention to the matter! I am very pleased with the result!
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 08/22/2022

  Better Business Bureau,

  In our research into ******** complaint I was able to converse with her by phone to be sure we understood her issue.  We then escalated her complaint to our billing department who were able to determine that they were missing the unit #*** on her address, which explains why she never received the bills.  It is our understnaind that ****** was able to make contact with our collections department, and was able to confirm that this error on our part of not having the unit number has been resolved and that this did not blemish her credit report.

  In closing, we always strive to provide excellence in our billing processes and clearly in this case missed the portion of her adddress that resulted in this situation.  We trust that this has now been resolved to ******** satisfaction, and if not we would welcome any further discussion.

  Sincerely,

  Daryl B******** 

  Executive Director

  Carent Laboratory Solutions

   

   

  As a follow-up to the voicemail message I just left you,
  I wanted to confirm a few details with you.  It is my understanding that
  Sara from our billing department was able to speak with you and provided you
  with some details regarding your complaint.  Evidently, they were missing
  the unit #*** on your address, which explains why you never received the
  bills.  She said that you were able to make contact with our collections
  department, and was able to confirm that this error on our part of not having
  the unit number has been resolved and that this did not blemish your credit
  report.