Complaints

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• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising 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 June 2024, I had dental surgery done at ******************************** in *******, **. They provided me with a preliminary bill before going into surgery and I paid them accordingly after surgery. A month later, I received a settlement invoice based on the actual amount collected from my insurance company which I paid as well. Two months later, I received a bill from PhenoPath Laboratories. Per their input, my physician had requested PhenoPath to perform a lab test on specimen collected from my mouth during the surgery. My physician never mentioned the lab test to me. It was also not listed on the estimated charges for the surgery and more importantly, my physician never asked for my approval to perform this lab test. When I confronted my physician about this during my last check up, they acknowledged that they did not get my approval for the lab test. They said "It is standard practice that you pay the lab directly for this service." I do not have any contract or agreement of any sort with PhenoPath, therefore they should be sending the invoice to the physician - not me. Both the physician and PhenoPath disagree but they cannot provide evidence that I'm legally obliged to pay the invoice. I would like PhenoPath to send a credit note to me for the total amount on the invoice ($225, before insurance deduction) and acknowledge in a letter, email or statement that I have no outstanding balance with them. I want to avoid that this issue will negatively impact my credit score.

  Business Response

  Date: 02/14/2025

  Hello:

   

  I have spoken with ******* at ************************************** at ************- the referral source.  The patient has signed the consent forms for services, and it advises of services being referred to an outside laboratory.  Since the patient signed the consent form, the patient gave permission to do the lab services. The referral source is not required to provide our pricing as they do not have access to it. The patient should have contacted us for pricing which would have been provided to the patient. We filed the claim to the patient's insurance, which whom we are contracted with. The balance that the patient owes us is coming from her in network deductible which was not satisfied. You can contact the referral source for further information if needed.

   

  thank you

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22928252
  
  I am rejecting this response because: I have yet to receive proof that I gave my written consent to these lab service. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/26/2025

  the referral source has the signed consent form in their office. The patient can contact them for a copy of the form.  I responded to this email on 2/14/25

   

  thank you