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Business Profile

Medical Lab and Testing

TriCore Reference Laboratories

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

This profile includes complaints for TriCore Reference Laboratories's headquarters and its corporate-owned locations. To view all corporate locations, see

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TriCore Reference Laboratories has 10 locations, listed below.

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    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 Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2025

      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.
      [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 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.
      [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 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.
      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 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 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,
      TriCore
    • Initial Complaint

      Date:07/01/2023

      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.
      Verbal update: Reversed from collections and rebilled to the insurance. both insurances had rejected the claim.

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