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:04/02/2025

  Type:Service or Repair 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.

  Im being billed 3 times by the laboratory by mistake after attempts to fix it by my gynos office. My gynecologist office, ***** ******* *************, says that the office is being ignored by the laboratory to fix this issue & that their relationship has ended. I was given a direct line to the laboratory but havent gotten a reply to my voicemail.

  Customer Answer

  Date: 04/03/2025

  I realized I mistyped the bill total after I submitted it, Im so very sorry. $357 was the true total.

  Business Response

  Date: 04/17/2025

  I have requested detailed information from our billing company. i do apologize for this inconvenience, it is not the intention of AEL to have this type of issue but there are times where information does not get handled properly. I am including the response from our billing company below. Please know that i will be following this to ensure that it is handled properly. If you get another bill after this communication please contact me directly and I will follow up to see why this would occur.  **** ******* **************************************************************.
  

   

  In reviewing A341090907, CPT ***** was billed and denied as PR-49. However, after a review of ****** policies we requested this unbundle for ******. In January 2025 a corrected was filed after the consolidation was removed to bill the individual **** however it does not appear the consolidation unbundled because the accession wasnt repriced to go through the engines and run the consolidation rule. I do not see any notes pertaining to a patient or client call on the accession.  The patient has received 3 statements Feb, March and April based on the PR-49 denial/re-denial.

  
  Ive repriced the accession and once it finishes going through the engines, I make sure the **** are unconsolidated and will file the corrected claim. I do not know for certain if BCBSAL will cover the testing with the DX code provided.

   

   

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  On 07/12/2024, I was seen by ******* *****, APRN, at ************* located at ************************************** E. Ste. B, Southaven, ** ***** for a Hormone Replacement Therapy Consultation. The consultation was completed, blood-related labs were drawn, and medications were prescribed. I was told by the provider that my lab results should be available within about a week. That time passed and I called her office for my results, with no success. I ended up having to file a complaint against the provider via the *******************. It was only then that I received a response stating that "we have had a few problems receiving results...the lab did not process all your labs and I am not sure why". I later received a bill from American Esoteric Laboratories stating that I owed money for labs that were processed. I then made a call to this company, explaining my situation, and asking for a copy of my labs. I spoke to and emailed a completed "Record Request Form", along with a copy of my DL and insurance cards to ******* ******, an Administrative Assistant in the ********************* on 08/26/2024; since that date, I've sent follow-up emails to her asking when I would receive a copy of my labs, with no return response. I am legally entitle to my lab work, and this has been negligence on the part of the healthcare provider. I was charged $100 for the visit and was billed by the lab and I want my lab results, as well as my money back for the visit.

  Business Response

  Date: 09/23/2024

  When i confirmed with ******* what happened with this record request, she admitted it was a lack of follow-up on her part. On the day we received this complaint, ******* reached out to the patient and records were sent. At this time, the patient has received the lab results form AEL. All other requests from the patient cannot be facilitated by AEL. Please let us know if we can provide additional assistance.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ****** *****

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

  *******, TN 38016

  
  

• Initial Complaint

  Date:08/17/2024

  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.

  had lab work done on myself and my wife on 12/28/2023.turns out my Doctor sent the wrong codes for the blood work so BCBS denied the claim so we received the first bill and phone calls around 1/29/2024. we contacted the Doctor and she sent over the new codes right away and we confirmed that with the lab on 2/14/2024 and ****** said they would resubmit to *****from feb to july we received multiple bills and made 6 calls to the lab, and BCBS and the lab has repeatedly told us they've sent the new bill, **** has repeatedly said nothing has been sent, including multiple three way calls between us **** and the lab trying to resolve this.after asking several times to speak with a manager and not hearing anything back we finally did speak with the office manager on 6/28/2024 and she apologized for the issues and said they had been filing the forms wrong, she had now fixed it and had filed it as a "replacement claim". as of 7/8/24 according to **** they still haven't received anything, called the lab and left the manager a message and haven't heard anything back yet as of 8/17/2024. although they did send another bill of $309 on 8/1/2024. its been 8 months trying to simply file a claim that is fully paid by **** if it were simply to be filed properly, although the original issue was my personal *** that was resolved many months ago and we've been dealing with the lab since. we were even sent to collections once and had to deal with those calls until we got the lab to cancel that since we had been, and still were in constant contact with the lab.

  Business Response

  Date: 10/01/2024

  AEL has information on Mr. ***** but has not located anything on Mrs. ****** We are lacking information from what was provided to ensure we could identify the patient.

  The claim for account ********** was originally filed on 1/11/2024, then again 30 days later without response from the insurance carrier. The billing team has contacted the insurance carrier and a third claim has now been filed to the carrier at their request. 

  As of today, there is no response from the insurance carrier, however it is usually at least 45 days before we would have additional information. I will respond again when additional information is received.

  Customer Answer

  Date: 10/06/2024

  We were told by AEL  (*******) on 2/14 that she found the new codes sent by the ** still sitting in the fax machine, anything sent before the new codes would have been rejected. ******* said she sent the fax and new codes to **** who has repeatedly told AEL in multiple three way calls with me or my wife listening on the phone line they have not received anything since the first submission with the original wrong codes. also as stated before we spoke to ***** ****** ( manager )  on 6/28/24 who told us she was sending a  "replacement claim" and would watch to make sure it was received by ****. We've left messages to get back to her but with no luck, also according to **** the previous claims were sent in the wrong format or in the wrong forms. **** offered to have one of their techs contact AEL to figure out what the problem was but AEL turned down the offer.

   

  My wifes account number is - ********

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22158234
  
  We were told by AEL  (*******) on 2/14 that she found the new codes sent by the ** still sitting in the fax machine, anything sent before the new codes would have been rejected. ******* said she sent the fax and new codes to **** who has repeatedly told AEL in multiple three way calls with me or my wife listening on the phone line they have not received anything since the first submission with the original wrong codes. also as stated before we spoke to ***** ****** ( manager )  on 6/28/24 who told us she was sending a  "replacement claim" and would watch to make sure it was received by ****. We've left messages to get back to her but with no luck, also according to **** the previous claims were sent in the wrong format or in the wrong forms. **** offered to have one of their techs contact AEL to figure out what the problem was but AEL turned down the offer.
  
   
  
  My wifes account number is - ********
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:08/13/2024

  Type:Product 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.

  ******************** said they have sent AES the required information 5 times. Why do I continue to get a bill?

  Business Response

  Date: 10/14/2024

  For the account that we found on our system, accession *********, insurance responded on 8/24/2024 and at this time the balance to this accession is zero. if there are other accounts, please notify us, without accession numbers or dates of service to investigate, we are guessing at answering the questions.

  Please let me know if other information is obtained form the patient.

   

• Initial Complaint

  Date:07/27/2024

  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.

  3/11/24 I had service for a yearly annual at my *************** I have tried to resolve thru ********** that uses this lab. I have given them the corrected information and now I feel I am being discriminated as a senior. I tried and they will not rebill with the corrected information or refuse to correct my profile so it is correct in their system. I have ******** and a Supplement. My deductible has been met and yet they are billing me for something that should be submitted with the correct information. It hasn't mattered that we ( the Doctors and Myself) have tried to correct they just want to harass a senior citizen. They asked me for my birthdate which is 9/20/1949 and they asked "are you sure?" I said yes, but they will not correct or bill it correctly. They say it was rejected because of my birthdate. I know when I was born and have asked them to correct. It is their responsibility to bill and correct their billing. I don't know where else to turn for help with this. I do not owe this. I have a contract ********************************* Office (*************). The ************** has tried to fix this issue as well and now again I am receiving this same billing after trying to get this fixed. This company business will not fix and rebill it correctly. I feel at this point it is total harassment and discrimination as a senior. When I talked to them all I got was a very unhelpful clerk who did not resolve the issue. When the ************** called they spoke to someone and said it was resolved. Now I have this bill and no one is fixing the issue. I suppose next they will ruin my credit.

  Business Response

  Date: 09/03/2024

  Extensive research has been completed to find out the real issue with this claim to resolve for ******************. The initial requisition from the doctors office did have the incorrect date of birth  and started the process of getting rejections from ******** and this patient being not found or ineligible. We received information in May of this year where the *** was updated in our system, but due to the original non-eligible rejection, AEL had to appeal the claim. This is not a short process and regretfully a statement dropped in July that should not have as we are awaiting action from the ******** system.

  After another call to confirm or update the *** from the doctors office- who was told that it had been corrected since we had appealed, follow-up was made to ******** and additional information was submitted to the them at their request on Aug 21, 2024. at that point the system did accept that the *** was correct and eligibility was established. This claim is expected to pay without further issue. However, if ****************** receives anything else asking for payment, I ask that she call me direct for resolution at ************.

  I am sorry for the delay in this answer, it was more involved in waiting for information.

   

  Customer Answer

  Date: 09/03/2024

  I am still receiving statements and if this is finally paid that is what is expected. However when you are asked your birthdate and i gave an answer that should have been sufficient. Being treated like a child that didnt know her birthday is totally unacceptable. This could have been handled much sooner and it was not. Because I was not believed when I gave them my date of birth months ago. This is now September the service was in March. Respectfully decline to believe they are doing all they can. 

  Customer Answer

  Date: 09/06/2024

   
  From the CONSUMER:
  Sent 9/3/2024 7:18:01 PM
  I am still receiving statements and if this is finally paid that is what is expected. However when you are asked your birthdate and i gave an answer that should have been sufficient. Being treated like a child that didnt know her birthday is totally unacceptable. This could have been handled much sooner and it was not. Because I was not believed when I gave them my date of birth months ago. This is now September the service was in March. Respectfully decline to believe they are doing all they can. 

  Business Response

  Date: 09/16/2024

  The episode of care that ****************** first reported on has been paid by her insurance company. It was paid on 8.27.2024 according to the explanation of benefits from the carrier. If a statement dropped at the end on the month t would have been a timing issue only as this account is at zero balance after the appeal. Again, if something else is received by ******************, i kindly ask that I get a call at ************ to further assist.

  ****

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  1303 Tiger Eye Cir

  Horseshoe Bend, AR 72512

  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  I was sent a collection letter because the information was not correct. Come to find out they had my group number incorrect. Weeks later I received another threatening letter, I called and was told "Oh, no everything is okay, just ignore its been submitted. Yesterday I received a final bill, I called BCBS and they have never received the the invoice. So I called AEL once again. Their holding time is at LEAST 30 min. They had the wrong numbers again. I told them BCBS told me the name to submit. From April to July, they have not been able to get it together and I want them to get the information correct and send it in and to quit harassing me. They can do the footwork and call ********** Blue Shield. I will make sure that my providers will not use this lab.

  Business Response

  Date: 09/04/2024

  Call was received from this patient in June for a correction to the insurance information and a new claim was submitted to *********** Payment was received July 29 and patient has received no additional bills ; the balance on the account found is zero after the July 29 payment.

  If the patient is still receiving statements please notify me directly at ************ as there may be an additional account that was not found, or was not confirmed to be for this patient.

• Initial Complaint

  Date:04/22/2024

  Type:Order 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 Jan. 30, 2025, my wife had routine diagnostic work done by one of her physicians, whose office evidently uses American Esoteric Laboratories (AEL) for lab work processing. In March, AEL sent a statement saying, ************** has informed us that the patient is not eligible for the services rendered. Please provide updated insurance information." Yet, the information listed on the letter is all correct. For three weeks we have tried calling the designated phone number on AEL's letter and stationary, but every single time--regardless of time of day or day of week--there is an error that the call cannot be completed. Today, I spoke with a representative of our health insurance company, ********** Blue Shield, who confirmed that there is zero ($0) patient responsibility for this service. That it was covered under the insurance and that the claim has already been processed and AEL has already been paid. The representative explicitly states that AEL should not be trying to collect for any amount. (That is to say, this sounds tantamount to fraud, i.e. AEL has already received negotiated amount from BCBS for services and, in violation of contractual agreements with BCBS, is trying to collect additional money.)We both want AEL to stop bothering us with these letters or attempts to get additional money, and we want it logged that AEL is engaging in these questionable business practices: violating contractual agreements with insurers by attempting to collect in excess of the agreed-upon amounts and not providing serviceable phone numbers for patients to contact AEL in response to such letters sent.

  Customer Answer

  Date: 05/08/2024

  Hi, *****,
  
  I just wanted to follow up on this complaint about American Esoteric Laboratories since it has been more than 2 weeks. We just received another bill from them (see attached). Again, I tried to reach their specified customer service phone number and it is still not workingthats been the case for two months, regardless of day of the week or time of day that Ive tried. Can you please help get some movement on this? I dont want them sending a claim that the insurance covered to collections.
  
  Thanks,
  *****

  Business Response

  Date: 05/16/2024

  *****- i have tried to respond to this and i still do not see it on the file. Is it because this went to Dr ***** instead of me since I am the one that responded? I have never had this issue before. Please advise.

   

  Thanks

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

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

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

  Business Response

  Date: 05/16/2024

  This is the third response for this complaint but i do not see the response. Please forgive if this is a duplication.

  This is a situation where the billing team identified two different accounts. The first had been sent to the insurance carrier, had been paid and the account had been closed. A second date of service had been submitted but at that time the complete information had not been submitted by the client, resulting in an inquiry to the patient for information, thus causing confusion when the carrier was informing the patient that the claim had been paid but was referring to the wrong DOS.

  I have information at this point that information had been submitted for the second claim and all have been paid. If that is not correct I would welcome the patient representative to contact me directly and i will make sure this gets corrected.

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

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

  Business Response

  Date: 05/16/2024

  From the BUSINESS:

  Sent 5/16/2024 3:40:20 PM

  Read by ********************************** on 5/16/2024 3:40:38 PM

  This is the third response for this complaint but i do not see the response. Please forgive if this is a duplication.

  This is a situation where the billing team identified two different accounts. The first had been sent to the insurance carrier, had been paid and the account had been closed. A second date of service had been submitted but at that time the complete information had not been submitted by the client, resulting in an inquiry to the patient for information, thus causing confusion when the carrier was informing the patient that the claim had been paid but was referring to the wrong DOS.

  I have information at this point that information had been submitted for the second claim and all have been paid. If that is not correct I would welcome the patient representative to contact me directly and i will make sure this gets corrected.

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

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

  
  

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair 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.

  Dos 1.17.24 American esoteric lab I had provided my employer insurance card told ael I no longer have ******** 12.31.23. They billed ******** and got denial saying that I dont have ********. I get a letter threatening if I don't provide insurance information in 21 days they will bill me and i pay in full.i called next day provided my insurance info again. Was told by ****** to ignore letter bill be processed by insurance by next wk. This was last wk of Feb. I then get a bill for ****** demanding payment. I call again got same person again was asked again bout my insurance info. I went off cause I provided it more than 3 times. I event sent fax too. ****** put on hold 4min told me claim will be submitted and hung up on me. I follow up w insurance they got 0 call from ael no claim. I called march 28 again same person. Was told claim filed 2.21. 24. I just got off w my Insurance and they confirmed no claim. They gave me fax to give to ael and I gave fax to ****** was assured claim would be faxed yesterday. Called insurance today no fax. I will be checking again tues. I shouldn't have to tell ael how to bill and I shouldn't be stuck w filing it w them. Ael is required by law to bill insurance. If I have to file it for ael I will not pay anything owed once insurance process it if there's a patient responsibility as compensation for doing ael billing which they should be doing not me. Ael better not turn me to collections due to them not filing cause my next step would be taking them legal. Ael previous billed my insurance for lab work before and insurance paid no issue so I know they have info.I am asking for ael to bill my insurance if they don't know how to call provider line on back my ID card they have copied.fax the **** bill to insurance as requested and promised. If they don't want to I want all documents they claim they sent to insurance so I file myself and once a claim is processed ael can compensate me by not billing me balance for anything patient responsibility as compensation and last resort legal action will be taken.

  Business Response

  Date: 04/08/2024

  Accession A336993814 came into the laboratory with the ****************** information printed on it from the ordering physician. That information was automatically uploaded into the system and resulted in the denial and subsequently the letter to the patient.

  Since that time, a call made to ****** resulted in additional information and a new claim filed to the insurance that was updated. Due to the nationwide issues with Change Healthcare, the claim is in a limbo status that will not resolve until the clearing house has repaired it's files. No other letter or statement has gone out of this system since the new claim information was obtained. 

  At this time we are unsure when that claim will go out to the insurance payer but when it does it must be processed per the contract. If after that time the patient receives additional correspondence, please feel free to contact me direct at ************.

   

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

  Director of Compliance.

• Initial Complaint

  Date:12/18/2023

  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 received a collection notice for services provided by named company. I was never billed by the company. However, I did receive two other bills from them which I did pay. The representative from American Esoteric Laboratories could not provide me evidence I was billed. She did tell me that I should have checked with my insurance company to ensure I was billed. As I told her, I have paid my other bills so why would I choose not to pay this one. Again, I did not receive a bill for the account listed on the collections. Also, I certainly do not expect my insurance company to call a lab to make sure they send me a bill for services.

  Business Response

  Date: 12/19/2023

  Our apologizes for any inconvenience this issue may have caused. I am listing the information below from our records. I believe with the close dates of service that this may have been an over sight since it could have been thought to be bills for the same date of service.

  AEL has three accounts for three dates of service in 2023. 4/12, 4/26 and 11/14. Episode numbers *********, ********* and ********* respectively.

  Patient statements were sent for each episode. For *********- statements were sent 5/10, 6/9 and 7/10 followed by a collection letter on 8/8 resulting in payment for this episode on 8/17/2023.

  Patient statements were sent for episode ********* on 7/25, 8/24, 9/25 with a collection letter following on 10/22. There was no response to attempts to collect the balance on this episode resulting in collection action on 12/7.

  Patient statements were sent for episode ********* on 11/30/2023 with payment received on 12/17.

   

  Again, i believe statements and notices may have been confusing and certainly could be as you look at the actions crossing with the three different episodes of care. Payment of the balance for episode ********* will settle all 2023 episodes and no credit reporting will be involved.

  Please reach out directly to the Memphis location if you have any questions and ask for me personally, i will be glad to assist with any other questions or concerns.

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  However, I need to know how to submit a payment.   Also,  the collection company would need to be notified by a rep from AEL.

  Sincerely,
  
  *************************************

  ******, ** 72034

  
  

• Initial Complaint

  Date:05/07/2023

  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.

  After extensive lab work, my insurance covered a big portion of the bill. However, I was left with a surprise bill of $427.46. This was never mentioned upon having the lab test. I would never have consented to this arrangement. This is a surprise bill from a company that was not upfront concerning the charges. I do not feel like I owe this money. Now they are strong, arming me by turning me over to a collection agency, which will damage my credit and result in a judgment against me. This seems to be a very unfair and unethical practice.They turn me over ********************

  Business Response

  Date: 05/08/2023

  This patient presented to have laboratory services drawn on 8-5-2022 that were ordered by her attending physician. Insurance eligibility confirmed that her insurance was in effect, *** services were rendered and claim was submitted. Cigna payed their portion but applied a balance of ****** to the patient deductible. ***re was no charges or billed amount billed to this patient other than the deductible applied per her own insurance plan. *** contract between the patient and the insurance plan is not something that can be altered per federal guidelines and must be billed according the *** (Explanation of Benefits). 

  In addition, multiple statements were sent to this patient on 9/20/2022, 10/20/2022, 11/21/2022 and a letter announcing our intent to send to collections on 12/19/2022. *** account was sent to outside collections on 2/2/2023 per company policy. No correspondence or attempts to pay the amount owed  have been received from this patient until April of this year and again now with this complaint.

   

  A copy of the *** is available upon request but will not be provided on this site unless approved by the patient due to HIPAA guidelines.

   

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20028666
  
  I am rejecting this response because:

  I was over billed to receive max ****** from insurance 
  
  Sincerely,
  
  *********************