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:09/11/2024

  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.

  I received a bill from Ayass lab of $200 for covid testing that was done on DECEMBER 9th 2020. According to the Texas Civil Practice and Remedies Code, Chapter 146, the services can only be invoiced within 11 months after they were provided. Since the services were almost FOUR YEARS ago and I have since changed insurance companies, the company should have submitted the charges on time.

  Business Response

  Date: 09/16/2024

  Dear BBB Representative,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address this concern regarding the billing for COVID-19 testing services provided on December 9, 2020.
  
  We understand the patient's concern about receiving a bill nearly four years after the service date. We would like to clarify the timeline and circumstances surrounding this billing:
  
  1. At the time of testing, the patient did not provide insurance information. This required us to conduct a discovery process to identify potential insurance coverage for the patient.
  
  2. Once we identified potential insurance, we filed the claim promptly, well within the 11-month period specified by the Texas Civil Practice and Remedies Code, Chapter 146.
  
  3. We encountered multiple rejections from the insurance company, primarily due to policy cancellation and member eligibility issues.
  
  4. Our team made repeated attempts to resubmit the claim through various channels, including electronic submission and the insurance company's portal.
  
  5. Despite our best efforts, the insurance company consistently refused to accept the claim due to eligibility issues.
  
  6. Only after exhausting all available options with the insurance company did we reluctantly bill the patient directly.
  
  We want to emphasize that we did not delay billing intentionally. The initial delay was due to the need to identify the patient's insurance, and subsequent delays were caused by repeated claim rejections. Our standard practice is to bill insurance promptly when information is available and only bill patients as a last resort.
  
  It's important to note that the bill sent to the patient is for $200, as initially stated in the complaint. We remain committed to ensuring accurate billing.
  
  We remain committed to fair billing practices and patient satisfaction. We apologize for any confusion or inconvenience this situation may have caused and are dedicated to reaching a resolution that is satisfactory to all parties involved.
  
  If the patient has any questions or concerns about this bill or would like to discuss payment options, we encourage them to contact our billing department directly. Our billing team is available to provide detailed explanations, review the account, and work towards a mutually agreeable solution.
  
  Please let us know if you need any additional information or clarification.

  Customer Answer

  Date: 09/16/2024

  I am rejecting this response because:  TEXAS STATE LAW Texas Civil Practice and Remedies Code, Chapter 146, there is a timely billing law. " It requires health care service providers to bill a patient no later than the first day of the 11th month after services were provided. If the bill is not sent within the timeframe in the law, the health care service provider cannot try to collect payment for certain charges"

  As well the testing was during COVID where the bill S.3499 116th Congress (*********) was passed.  This bill requires specified public health care programs and private health insurance to cover testing for COVID-19 (i.e., coronavirus disease 2019) without imposing cost-sharing (e.g., deductibles, coinsurance, or copayments) for the duration of the public health emergency declared on January 31, 2020. This coverage includes the cost of administering such approved tests and related visits to health care providers.

  I will not be paying this statement. You are now breaking two separate laws. You cannot charge me for the testing done in the first place since it occurred in 2020. AND you cannot charge me because we are WELL past the 11 month period of timely billing. You either remove any charges to my name or I will be seeking legal council. 

  Customer Answer

  Date: 10/22/2024

  The company is threating with a final payment claim. They will soon send this to collections. The charge is completely illegal and they are doing this to lots of other people. Please do something about this fraudulent company 

  Business Response

  Date: 11/13/2024

  Dear BBB Representative,
  
  We appreciate the consumer's detailed response and would like to address the specific points raised:
  
  Regarding COVID-19 Testing Coverage: During the public health emergency, COVID-19 testing was covered either through insurance companies or through the federal government's **** Uninsured Program. To properly bill either program:
  1- Accurate patient information was required at the time of service
  2- ************** was later identified and billed, it was determined the patient was not eligible for coverage
  
  Regarding Texas Civil Practice and Remedies Code: We want to clarify that our initial billing action was taken within the 11-month period through our attempts to bill the identified insurance. Our records show:
  1- We filed an initial claim with the insurance on 4/3/21, well within the required timeframe (SEE ATTACHED)
  2- The claim was accepted by the insurance (SEE ATTACHED)
  3- Claim was later denied payment due to inactive coverage
  4- We made multiple subsequent attempts to resubmit and negotiate with the insurance company
  5- By the time all insurance options were exhausted, the **** Uninsured Program had ended (as of March 22, 2022), leaving no alternative coverage source for this claim
  6- Only after exhausting all options was the patient billed directly
  
  If the patient can provide proof of valid insurance coverage during the time of service, we will resubmit the claim accordingly.
  
  We remain committed to complying with all applicable laws and regulations and will take appropriate action based on our review.
  
  Please let us know if you need any additional information.

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:   

  Business Response

  Date: 11/20/2024

  Dear BBB Representative,

  We appreciate the opportunity to respond to this complaint and clarify the situation regarding *********************** claim. After reviewing the submitted documentation, we must note that it does not substantiate active insurance coverage for the service period in question. Please see below comments:
  
  1. Insurance Coverage Documentation:
  - While her provided form shows she was listed as a spouse with family eligibility since 2019
  - This form was specifically for updating family member details by a certain date
  - It does not serve as proof of active coverage for services rendered in 2020
  - Insurance eligibility must be verified at the time of service
  
  2. Claim Timeline:
  - Initial claim submission date: April 3, 2021
  - We billed the claim timely within insurance guidelines (proof already provided)
  - Claim was rejected by insurance through Smart Edits with the reason "patient not eligible"
  - Multiple resubmissions were attempted
  - Each submission resulted in the same eligibility rejection
  
  Recommended Next Steps:
  1. Contact her insurance provider directly to:
     - Verify her coverage status for 2020
     - Request an investigation of the claim rejections and eligibility status
     - Obtain written confirmation of her coverage dates
  
  As the rejections are coming directly from her insurance company stating she was not eligible for coverage, this matter needs to be resolved with them directly. We cannot override their eligibility determination.
  
  We are committed to providing excellent service and working with our patients to resolve billing concerns. However, in this case, the eligibility determination comes directly from the insurance company and must be addressed with them.
  
  If Ms. ******* needs assistance with claim numbers or insurance contact information, we would be happy to provide those details.
  
  Thank you for your consideration of this matter.

• Initial Complaint

  Date:05/28/2024

  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.

  Received a bill for ****** after a reduction of ****** on the dates of 12/20/2020 ( Sunday) and 10/20/2021 (confirmed in another state at time of service recorded). Never get a person on the phone, but receive a call back from different number than the one stated for ****************************

  Business Response

  Date: 05/30/2024

  Dear Better Business Bureau,
  We have received and addressed the complaint (ID ********* regarding an invoice for COVID-19 testing services provided by Ayass Laboratory, LLC. Our team has contacted the customer at the phone number provided at the time of testing. Due to HIPAA regulations, we are unable to disclose the full phone number in this response.
  We have thoroughly reviewed the case and taken the necessary steps to resolve the issue to the customer's satisfaction. If the customer would like to discuss this matter further, we invite them to call our office directly at ************************.
  The customer has confirmed their satisfaction with the resolution, and we consider this matter fully resolved.
  If you require any further information, please don't hesitate to contact us.
  Sincerely, Ayass Bioscience Team

• Initial Complaint

  Date:05/13/2024

  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.

  In April 2024, I received an invoice for $100.00 from Ayass Labratory, LLC. The charges are for services provided 01/11/2022 and were related to labs related to COVID testing. According to the ***** Civil Practice and Remedies Code, Chapter 146, the services can only be invoiced within 11 months after they were provided. Since the services were over 27 months ago, and I have since changed insurance companies, the company should have submitted the charges on time. The company is now trying to collect the funds. They do not answer the phone to answer my questions.

  Business Response

  Date: 05/28/2024

  Dear Better Business Bureau,
  
  We have received the complaint filed by customer with ID ******** regarding an invoice for COVID-19 testing services provided by Ayass Laboratory, LLC on 01/11/2022. We appreciate you bringing this matter to our attention and allowing us the opportunity to address the customer's concerns.
  
  Upon receiving the complaint, our team promptly reached out to the customer to discuss the situation in detail. We have thoroughly reviewed the case and have taken the necessary steps to resolve the issue to the customer's satisfaction.
  
  Please be assured that we take customer complaints seriously and are committed to providing timely and accurate billing for our services. We have reviewed our internal processes to identify areas for improvement and have implemented measures to prevent similar issues from occurring in the future.
  
  We have communicated the resolution to the customer, and they have confirmed that they are satisfied with the outcome. We consider this matter fully resolved.
  
  If you have any further questions or require additional information, please don't hesitate to contact us. Thank you for your assistance in this matter.
  
  Sincerely,
  Ayass Bioscience Team

  Customer Answer

  Date: 05/28/2024

  I am rejecting this response because:   

  There has been zero communication from Ayass. Not even when I called them or my insurance called them. They do not answer their phone. Furthermore, for them to say that they reached out to me is 100% a lie. 

  Business Response

  Date: 05/29/2024

  Dear Better Business Bureau,
  We have received and addressed the complaint (ID ********* regarding an invoice for COVID-19 testing services provided by Ayass Laboratory, LLC on 01/11/2022. A team member from our billing department has contacted the customer at the phone number ending in 7222, which was provided at the time of testing. Due to HIPAA regulations, we are unable to disclose the full phone number in this response.
  We have thoroughly reviewed the case and taken the necessary steps to resolve the issue to the customer's satisfaction. If the customer would like to discuss this matter further, we invite them to call our office directly at ************************.
  If you require any further information, please don't hesitate to contact us.
  Sincerely, Ayass Bioscience Team

  Customer Answer

  Date: 05/29/2024

  I am rejecting this response because:   It is unacceptable that Ayass sent me an invoice for a Covid test from several years ago that was paid for by my insurance at the time the test was administered. When I called Ayass 5 times and I went straight to voicemail, I left a message requesting a callback. I did not get a reply from Ayass until I filed a complaint with BBB. What Ayass is doing is unlawful in the state of *****. I have received 2 calls from Ayass since I submitted my first complaint with BBB to ask if I am satisfied that I do not owe any money to Ayass because my insurance paid for the test at the time it was performed. NO I AM NOT SATISFIED WITH A BUSINESS THAT IS UNLAWFULLY TRYING TO COLLECT MONEY FROM PATIENTS.  This is a horrible business practice. 

• Initial Complaint

  Date:02/12/2024

  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.

  In January 2024, I received an invoice for $200.00 from the lab in mention. The charges are for services provided in 06/2021 and 11/2021, the services provided were related to clinical labs for COVID exams. According to the ***** Civil Practice and Remedies Code, Chapter 146, the services can only be invoiced within 11 months after they were provided. Since the services were over 24 months ago, and since I changed the insurance company in September 2023, the company still needs to submit these charges on time. The company is now trying to collect the funds as delinquent. However, these charges already expired.Thank you in advance,

  Business Response

  Date: 02/19/2024

  Dear BBB,
  We are in receipt of complaint #******** detailing a customer concern. Due to the confidential nature of the issues expressed, we will be addressing this matter directly with the customer.

  Customer Answer

  Date: 03/06/2025

  The problem is about an invoice for the amount of $100.00 issued on 06/25/2021. Last year, a company representative contacted me after submitting my complaint through the Better Business Bureau, telling me to disregard the invoice because the invoice had been issued more than two years since the service was provided and according to the Timely Billing Law in the state of *****, the patient has the right to receive the invoice within the 11 months from when the service is received. The situation was discussed with the company representative, who agreed to eliminate the invoice; however, I am being harassed again with the same invoice via email and letters a year after the agreement was reached.
   
  Billing adjustment; No further contact by the business
  
  

  Business Response

  Date: 03/07/2025

  We have thoroughly investigated this consumer complaint regarding an invoice from 06/25/2021. After reviewing our records and attempting to contact the patient by phone, we followed up via email to confirm that the patient's balance is $0 for these services.

  We sincerely apologize for the continued communications regarding this already-resolved account. There was an unfortunate error in our system that failed to properly mark this account as resolved, leading to automated communications being sent to the patient.

• Initial Complaint

  Date:09/19/2022

  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.

  My family of four booked a Covid 19 testing due to symptoms in ayass' website, on their website they wrote it is at no cost to me through insurance. We were billed office visit fee by heal 360, and testing was actually done by heal 360 right outside the lab, so my insurance declined payment because it is in a mobile unit., not a real office. We never know it was "outsourced " to another party and have medical visit fee, and we would receive bills for Covid testing. We were cheated and misled by ayass.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Dear client, Ayass Bioscience is a reference laboratory that provides testing services to providers such as Heal360. When registering for the test, the registration page clearly states the name of the provider (Heal360) that is responsible for sample collection. Also, the confirmation email for your appointment comes from Heal360 and not Ayass Bioscience. As you stated, the bill received was from Heal360 and not Ayass Bioscience. Ayass Bioscience billed your insurance for the RT PCR testing provided and not you. If you have any questions related to a bill from Heal360 please contact them directly.
  
  
  Consumer Response /* (2000, 7, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)