Medical Lab and Testing
TriCore Reference LaboratoriesThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for TriCore Reference Laboratories's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/22/2025
Type:Billing IssuesStatus: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.
[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 received an invoice showing my account is paid, and find that this resolution is satisfactory to me.
Regards,
******** *******Business Response
Date: 07/16/2025
We
appreciate the Customer taking the time to submit the complaint and allowing us
to investigate this matter. TriCore’s business office reviewed his account and
determined the root cause of the issue was due to illegible diagnosis code(s) from
the ordering provider.
The Customer
contacted TriCore several times in an effort to resolve the coding issues and
insurance denials. TriCore also made several attempts to obtain the corrected
information and to communicate with the Customer’s insurance. To date, TriCore
has not received a response from the insurance. TriCore offered the Customer
the underinsured discount, leaving $39.10 as the Customer’s responsibility,
which has been paid, leaving a zero balance. TriCore has communicated the
resolution with the Customer.Initial Complaint
Date:05/22/2024
Type:Billing IssuesStatus: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.
[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,
****** ******** do not know what else to do to get this handled since I am unable to talk to a live person to discuss, and I don't see anywhere on their website where I may dispute the bill. I am trying to not have my credit score ruined. Thank you for any help you may provide.Business Response
Date: 05/29/2024
******* transitioned billing systems at the beginning of the
year, and this transition caused a delay in producing patient statements. On
May 10th patient statements were released and we identified that
some patients received statements with full billed charges, due to a system
configuration that was automatically removing patients’ insurance.
We have corrected the system configuration and are working
to add insurance coverage back to the impacted patient accounts so that we can
bill their insurance. Emails and letters have been sent to the patients
who were impacted, and points of contact have been established so that patients
can get in touch with us should they need to.******* contacted the Consumer, explained the issue, corrected the account, and assured her that the account is not processing for collections.
Initial Complaint
Date:02/24/2024
Type:Billing IssuesStatus: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.
Edit
Description of complaint:
In January of 2023, our ******** coverage changed from ************ to *****. I went to a physician at the ******** medical group. After my visit I was given a Lab slip, and told to go to the Tricore location inside the office on Irving. I got my blood drawn, asked if I owed anything , and was told no. In February of 2023, I received a bill for 152.75. I contacted my insurance, they contacted Tricore, and were told the charge needed to be unbundled with individual codes instead of one code. Tricore agreed to resubmit the claim. We never heard another thing from Tricore or ******** until December demanding payment. I again reached out to insurance again, they have again contacted tri-core and ********* We have reached out to ** ******* the physician that sent us to Tricore with the incorrect code. We never received a response from him. We now have a collection company demanding payment. We have always prided ourselves on our credit, and are now being forced to pay a bill, to ensure our credit isn't affected. All because a code isn't being corrected for payment. We are living on a fixed income. And the shear amount of laziness on their part is amazing. I can look on the internet, and see this code that was used is not accept by ********* and what code needs to be used to correct the problem. But we are receiving absolutely no help from anyone.Business Response
Date: 03/14/2024
TriCore,
Inc., (“TriCore”) received the above-referenced complaint on February 26, 2024.
Absent a valid HIPAA Authorization, TriCore is not able to provide you any
specific patient Protected Health Information. However, we are able to provide
the information on which TriCore relied to respond to the consumer’s complaint.
We
appreciate the consumer taking the time to submit the complaint and allowing us
to investigate this matter. TriCore’s business office reviewed his account and
determined the root cause of the issue was due to the payor’s EOB stating that
a CPT code was not covered under ********, resulting in a denial and a balance
designated as “patient responsibility”. The CPT code needed to be “unbundled” in
order to reprocess. TriCore sent a corrected claim and the payor denied another
portion as “patient responsibility”.
Following
a more detailed review by TriCore’s Revenue Cycle & Billing department leadership,
it was determined that the account was not properly rebilled, which caused the
second instance of patient responsibility. The account has been adjusted to
$0.00 balance and the consumer was notified.
We take
every complaint very seriously so we appreciate the opportunity to hear how we
can do better. We regret that the consumer had a negative billing and customer
service experience with TriCore. This matter is under review with TriCore
leadership and corrective action will be taken to ensure bills go out properly.
We value the opportunity to provide the consumer with laboratory services and
hope that he will allow us to continue to do so in the future.TriCore, Inc.
Initial Complaint
Date:11/28/2023
Type:Billing IssuesStatus: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 one-year-old daughter had tests done at Tricore. They sent us a bill on 9/5 and we called Tricore on 9/13. We told Tricore that they need to run the charges through our insurance, which they did not do. Tricore said they would go through our insurance and send a new bill. We never received a new bill or any correspondence. On 11/27 we received a letter from a debt collector saying we owed Tricore a new amount. I called Tricore and they admitted they never sent another bill so we had no way of knowing we owed this new amount. However, they refused to recall the debt back from the debt collector and allow us to pay Tricore.Business Response
Date: 01/10/2024
TriCore,
Inc., (“TriCore”) received the above-referenced complaint on November 29, 2023.
We appreciate the Consumer taking the time to submit the complaint and or
allowing us to investigate this matter. We apologize for the delayed response. Absent
a valid HIPAA Authorization, TriCore is not able to provide specific patient
Protected Health Information. However, we are able to provide the information
on which TriCore relied to respond to the Consumer’s complaint.
TriCore’s
business office reviewed his account and determined the root cause of the issue
was due to confusion about whether insurance was to be billed or if it was to
be billed to the patient, as was indicated on the testing order requisition. Further
investigation determined that the patient’s insurance information was, in fact,
attached to the requisition but because the payment section of the requisition
indicated it was to be billed to the patient, that is what occurred. Additionally,
it was determined TriCore’s contracted debt collection agency failed to research
whether there was an error, which would have brought a resolution much quicker.
When the
Consumer made a follow up call to the debt collection agency in an effort to
obtain a statement before paying the outstanding debt, they were instructed to
call TriCore’s Revenue Cycle and Billing department directly instead of creating
the task to generate a statement and email it. A statement was eventually emailed
and the outstanding balance was paid promptly.
This
matter is under review with TriCore leadership and corrective action has been
taken to ensure bills go out properly. TriCore is also working with its
contracted debt collection agency to ensure there is adequate customer service
training and that they have access to TriCore’s policies and procedures for
soft debt collection.
We take
every complaint very seriously so we appreciate the opportunity to hear how we
can do better. We regret that the Consumer had a negative billing and customer
service experience with TriCore. We value the opportunity to provide them with
laboratory services and hope that he will allow us to continue to do so in the
future.
Sincerely,
TriCoreInitial Complaint
Date:07/01/2023
Type:Billing IssuesStatus: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.
Verbal update: Reversed from collections and rebilled to the insurance. both insurances had rejected the claim.
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