Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got some lab work done and to my surprised, I received a Bill for $850. I've been trying to contact them about a potential payment plan but no one will respond to me! Not everyone can pay that amount upfront! I'm not trying to have my bill go to collections but no one will provide me help!

  Business response

  01/08/2025

  Ms. *******,

  Thank you for reaching out to us and for giving us the opportunity to provide the outstanding customer service we strive for at every patient encounter.After reviewing your complaint, I contacted our billing department. They informed me today that they have reached out to you to work towards a resolution. Your account has been placed on hold while you work together on this issue. We appreciate your patience during this process. Please feel free to respond with any questions or comments regarding the outcome.

  Thank you,

  ****** *********. 

   

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a throat swab done at ********************** after-hours clinic on Dec 23, 2023. I paid the various fees but the CPL labwork **** came many months later for a full $323 with no insurance deduction, which made no sense. The **** said "the dx is inconsistent with procedure". After calling CPL (and being on hold for over 30 minutes, no one picked up), I called my insurance and they said it was "coded wrong" by ARC or CPL. I called ARC and they said they would fix the issue. I got a **** a few weeks later (on Dec 17, 2024) saying the $323 was overdue and would go to collections. I called ARC and they said they could see nothing the matter on their end and I would have to call CPL to correct the issue, that if it was a coding issue they would know the code, etc. BUT THEY DO NOT ANSWER THE PHONE. This is not a mistakes I made and CPL should not force the patient to play chess between 3 entities. It is an ARC / CPL mistake and this ball is in CPL's court now. I will go by the offices in person and refuse to leave until this is solved if I cannot speak to someone and get this cleared up.

  Business response

  01/08/2025

  Ms. ******,

  Thank you for taking the time to reach out to us and for giving us the opportunity to provide the outstanding customer service we strive for in every patient encounter.

  Regarding your complaint, I can understand how frustrated you must be. I have been informed by our billing department that there was indeed an error between the test order and the diagnosis code, which is why the claim was denied by your insurance company. Normally, with issues like this, we are able to work closely with the provider to achieve a swift resolution without patient involvement. The billing department has now resolved this issue, and you should see a zero balance for this claim going forward.

  Thank you for your patience in this matter. Please feel free to reach out with any questions or comments about the outcome.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/23/2024 doctor sent labs to CPL. Mid 8/2024 reviewed my insurance claims and my insurance had denied claim due to I had primary insurance through another carrier.This had been resolved earlier that year and when I called, they knew about it and they resolved it. The claim for CPL on 7/23/2024 was completed, adjusted, and my balance was zero on 08/28/2024. I didnt think anything else of it since it had already been adjusted. I checked my mail in mid October and noticed that CPL had sent me two notices that my insurance denied the claim. I contact CPL on 10/28/24 and let them know that the insurance had adjusted the claim and my balance was zero. The *** informed me that I needed to send an email to **************************************************** with a statement of request to update account with the new explanation of benefits (***) and attach the adjusted ***. I Sent this email 10/28/24. Per ***, the email *** to be reviewed anywhere between ***** hours and updated within the next 5-7 days. I sent a second email on 11/1/24 requesting confirmation but havent received anything back. After reviewing my CPL account 11/6/24 I noticed I still had a balance of ******. I contacted CPL on that date and was told by that *** that they usually do not receive *** from patient but receive it from insurance and they would need to contact them with the updated ***. I Contacted my insurance and was first told that they cannot fax over the *** because It contained HIPAA info. I contact CPL again and they tell me that they cannot contact the insurance because they are a third-party. I asked to speak to a supervisor, told that the supervisor is not available, but will contact me back at my phone #. No supervisor has contacted me. Contact my insurance again that *** speaks to her supervisor and they end up faxing over *** in 11/6/24. To fax # given by CPL ***, ************. I then receive a mail notice stating my account will be going into collections within the next 20 days if I do not pay.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CPL is not submitting my information correctly to ********, therefore the claim is being rejected. I have given them the correct information on the phone and in writing, yet they ignore it and continue to send me an outrageous bill for the full amount. I have now received a debt collection letter. I have uploaded the letter I sent to them on 6/7/2024 which explains the situation completely, along with a bill.

  Business response

  10/16/2024

  Mr. *****,

  I am writing in response to your compliant. The test order sent from the physician's office indicated the patient's name as ****** *****. ******** rejected the claim because the name on the order did not match the name in the ******** system. We informed you that in order to resubmit the claim you would need to provide the required corrected order from your physician. The laboratory is prohibited from altering the document submitted by the physician.  We have not yet received the corrected document therefore cannot resubmit the claim ******** accurately. Also, you signed an Advanced Beneficiary Notice stating that if ******** did not reimburse CPL for the testing, that you were responsible for payment. I can provide you copies of the original test order sent by your physician and a copy of the signed Advanced Beneficiary Notice if you like. 

  We have put the claim on hold to give more time to get the corrected document required to resubmit to ********. If we receive the corrected physician order form we are happy to help by resubmitting  the claim. 

  Customer response

  10/17/2024

  Complaint: 22311414
  
  I am rejecting this response because:

  I have contacted my doctors office by phone and in person, and they continue to inform me that they submitted the documentation to you correctly. The only reason ******** rejected your claim is because you submitted it incorrectly. In a previous test ordered by the same doctor you were able to submit it to ******** correctly. I am not responsible for you not being able to submit the claim correctly, so I am not responsible for the bill.
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 2 weeks ago I went into this business to have blood drawn for an STD test. I never got the results but when I called they told me initially that they faxed them to my doctor. I advised the woman on the phone that my doctor did not order the test I ordered the test however she refused to give me the results and told me they had been faxed to my doctor. When I called my doctor, they have no record of that fax. I called back and advised them of this and was told that they don't have any results for me. Apparently they have lost my blood sample. When I asked them what I'm supposed to do she didn't have an answer for me . I paid $139 for this test and expect my results.

  Business response

  10/16/2024

  Hello Ms. Johnson,
  
  Thank you for your message. After reviewing your complaint, it seems that we cannot find a record of your visit with the information provided. As a clinical laboratory, we require an authorized provider to order testing, so it is unlikely that we received a specimen from you directly. In order to better address your questions, could you please provide us with more information?
  
  I would also like to let you know that Clinical Pathology Laboratories offers several convenient ways for you to access your records.
  
  You can access your results 24/7 at https://www.cpllabs.com/patients/test-results/access-your-test-results-sonicmyaccess-portal/ . Our online portal is user-friendly and provides comprehensive tools to save you time and help you understand your test results. The application offers interactive graphs, educational content, and personalized engagement tools to help you gain insights into your overall health and improve health outcomes. Patients can easily create an account for themselves, and identity confirmation is completed online during the signup process.
  
  If you prefer document delivery via email, mail, or fax, please visit https://www.cpllabs.com/patients/test-results/access-your-test-results-document-delivery-via-email-mail-or-fax/ You can complete and submit the Record Request (RR) Form (English) along with proper identification. Please refer to the Record Request Form instruction page for a list of acceptable forms of identification. Additionally, provide an email address if you choose email delivery, a fax number for fax delivery, or a mailing address for mail delivery.
  
  You may also call 844.280.8484 to speak with one of our dedicated patient record specialists who can answer additional questions or assist with completing the Record Request (RR) form.
  

  We would like to help you to a quick resolution to your problem. 

   

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have paid my bill in full and they have cashed my check & have fully acknowledged that I do not owe them the $20 and yet they keep sending me a billing statement for it. That is very unprofessional. Now none of their phone lines work and they can't be reached. Why is this? Again, highly unprofessional.

  Business response

  07/11/2024

  Thank your for your correspondence.  I have reviewed the complaint and account and have found the patient has two accounts.  Both had a $20.00 copay/coinsurance patient responsibility balance after insurance processing.  Account ******** for date of service 03/18/2024 was paid on 05/29/2024.  However, UA181274 for date of service 04/09/2024  with a balance of $20.00 remains unpaid.  Each date of service is billed separately and processed by the insurance carrier as a separate visit and can be subject to a copay/coinsurance or deductible.  Please contact the carrier directly for additional information.  I will put the account on a 30 day hold to allow the patient time to confirm the information provided.  I can also send itemized statement of each visit to the address we have on file.  We appreciate you bringing this matter to our attention and thank you for your business.  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THEY REFUSE TO SUBMIT THE RIGHT CODES TO MY INSURANCE- THSI WAS ANNUAL EXAM AND MY INSURANCE CONFIRMED IT IS ALL COVERED. I CALLED CPL AND WAS TALK EXTEREMELY RUDE WHEN I EXOLAINED THEM **** CLAIMED WITH WRONG CODES AS MY INSURANCE TOLD ME IT IS ALL COVERED.. I WA STALKED EXTREMELY RUDE BY A PERSON WHO CLEARLY REFUSES TO DO THEIR JOB .=AND ITS IS THERE TO JUST PASS THE **** I AM NOT PAYING FOR THEIR MISTAKES WHEN IT SHOULD ALL BE COVERED. THERE ARE RECORDS OF ME TOLD BY INSURTANCE OIT IS ALL COVERED ALSO THEIR TESTS ARE NOT ACCURATE AT ALL..URIMNE TEZT CAME NEGATIVE ..JUST AFTER THAT I SENT TO ANOTHER LAB BECAUSE BIG SYMPTOPMS AND IT WAS E COLI LAST YEAR I HAVE EVEN MORE LAB TESTS DONE AND I PAID ZERO ... DUE TIO ANNUAL EXAM ACCOUNTS H9913027 B7738142 I WILL NOT BE PAYING FOR THEIR MISTAKES

  Business response

  05/02/2024

  Thank you for your correspondence.  The accounts listed have been reviewed and it's noted the balance was applied to the deductible.  CPL can only bill with the information provided.  We can not add to or remove information unless instructed by the requesting provider.  CPL has billed with all information provided and there is nothing further we can do on our end in regards to the deductible being applied.  We appreciate you bringing this matter to our attention.  

  Customer response

  05/02/2024

  Complaint: 21655305
  
  I am rejecting this response because: no my insurance was toild me you submitted wroing codes and it is all covered. you refuse to submit right codes. this is unacceptable. you refuse to do your job. MY INSURANCE HAS TOLD ME YOU SEND WRONG CODEAS AND I ALSO EMAILED YOU THEIR RESPONSE BY EMAIL. YOU HAVE TO UNDERATND SAME HAVE BEEN DONE LAST YEAR AND WITH SAME INSURANCE AND I PAUD NOTHING. THIS HAS BEEN COVERED BY INSURANCE. IF YOU DONT KNOW HOW TO CLAIM IT AS ANNUAL EAXMA THAT IS NOT MY PROBLEM
  
  Regards,
  
  ***************************

  Business response

  05/08/2024

  Thank you for your correspondence.  CPL does not provide additional diagnosis codes on testing not submitted by the requesting provider.   CPL has billed the carrier with all information provided by the requesting physician's office and the balance was applied to the patient's deductible by the insurance carrier.    

  Customer response

  05/08/2024

  Complaint: 21655305
  
  I am rejecting this response because:  LIES AFTER LIES..YOUR BIILING HAS ERRORS. I *********************** DR AN THOSE ARE COIDES F ASKED YOU TOP CPATACTTH I WILL REPORT YOU TOU ARE A PATHERTIC COMPANY AND I WILL REPORT YOU TOU ARE A PATHERTIC COMPANY AND I WILL REPORT YOU TO ***** MEDICAL BOARD. ****** NO CLUE WHAT YOU ARE DOING AND PUT NO EFFORT TO WORK. YOU SHOIUDL BE CLOSED
  
  Regards,
  
  ***************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  VM069336 AND VM069345 / $266.20 (Maverick) and $332.75 (*******)I am writing to file a formal complaint against Clinical Pathology Medical Company regarding an outstanding refund issue. My children, ******************* and *************, had items from the doctor's ****** sent for testing to Clinical Pathology with a Date of Service (DOS) of 11/18/2022. The first bills were received in March of 2023, and I promptly paid them on March 17, 2023. However, in August 2023, I discovered that my FSA card was frozen due to the medical bill not being for 2023. Upon contacting Clinical Pathology on August 2, 2023, I was informed that my insurance had not been billed, despite receiving it from the doctor's ******. I was assured a refund would be issued within 4-6 weeks, but to date, I have not received any refund despite numerous emails, calls, and requests for a three-way call with the insurance.I have also reached out to my insurance provider, BCBS, who confirmed that they had paid for the services, and I should have received a full refund of $598.95 in August 2023. Despite requesting a three-way call with BCBS to assist in resolving the matter, I have not received any cooperation. After reviewing similar complaints from other customers, I am left with no choice but to seek your intervention in resolving this matter. I kindly request that Clinical Pathology Medical Company issue the refund within one week to avoid further escalation of this issue.I appreciate your prompt attention to this matter and look forward to a swift resolution.

  Business response

  02/20/2024

  Thank you for sending in your complaint; however, it has been directed to the wrong company. All the attachments are referencing a different company called, Clinical Pathology Laboratories, you have filed the complaint against Clinical Pathology Associates. Please direct your complaint to the correct company.

  Thanks

  Business response

  02/20/2024

  Thank you for your correspondence.  I have researched the complaint and found account ******** denied by insurance and was not paid.  I have reached out to our Insurance Follow-up department to review the denial since VM069345 was paid, so its unclear why VM069336 was denied as unable ID.  A refund for this account is currently pending.    A refund has been issued on VM069345 and it should be expedited for mailing this week.  We will follow-up with further details after our review and possible appeal to your carrier  to your address we have on file on our findings for account ********.    We apologize for the delay in your refund and for any inconvenience.   We appreciate your business and thank you for bringing this matter to my attention.  

  Customer response

  02/20/2024

  Complaint: 21317261
  
  I am rejecting this response because:  THey have been telling me this since August and I was told it would be resolved in 4-6 weeks.  Anthem BCBS show they have not request it from them and why I wanted to do a three way call and have requested it multiple times so there would not be this back and forth.  I am sorry but my insurance would have approved both if it was truly sent to them  They are on the same insurance and it was for the same testing.  They can not this many months later still be waiting to hear from the insurance.  
  
  Regards,
  
  ************

  Business response

  03/04/2024

  Thank you for your correspondence.  I have reviewed the accounts and show a refund in the amount of $332.75 was submitted to the patient on 02/20/2024 for account ********.  An error was discovered in the policy number for VM069336 today (03/04/2024) and a refund is being requested today for this account to be sent to the patient.  It should be generated to the patient on or before 03/08/2024.  I apologize this error was not caught earlier, but a claim has been resubmitted to the carrier today to reconcile/resolve the charges on VM069336.    

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 18th, 2023, my care provider sent me to Clinical Pathology Laboratory in ********, **, for lab work. I went over the information carefully, including do not sent mail to my physical address in ******** as we do not receive mail there. On November 14th, 2023, my daughter in ***** calls me to announce I have been turned over to a collection agency for failure to pay a bill. The bill had been sent to her in *****. I have health insurance. I immediately went online and did not see where this had ever been presented to my health insurance at all. The collection agency in question that works for this company announced I had to pay the $706.30 immediately to prevent my credit from being affected. I paid. I called the company and asked why they had never filed my insurance. They never gave any satisfactory reason except they may have had old information.I was told at this time they would file and I would receive my money back in 30 days. Since that time, i have called on 12/07/2023, 12/12/2023,12/26/2023, 1/03/2024/, 1/08/2024, *** 1/16/2024, always being told my insurance has paid the bill and my refund is in processing. I have also been told my refund is red flagged for immediate attention. They have said this could take up to 30 days. I strongly believe that there is something very wrong here. i simply want back what should never have been paid in the first place.

  Business response

  01/26/2024

  Thank you for your correspondence.  A refund check was mailed on 01/17/24 to the address on file.  We apologize for the delay and any inconvenience caused. We appreciate you bringing this matter to our attention.  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear bbb please help I am ready to go to the medical board of ****** however I filed a complaint against this people I visited the office of where I had my service but they never resolved my situation and now they are threatening me with collections and if that happens I am going full buck wild legal on them for they don't allow me to access online to submit my insurance they will not call me so I can't resolved this issue I will be going on my 30 + million views on ****** maps to review them since they want to play games and keep trying to slander me on behalf of ********************************** I am not refusing to at my bills I simply need to know if they billed my insurance as my insurance says they have not received a bill and because they want to not answer my calls, then not give me a customer number to access online I am done trying please forward a copy to the medical board and Consumer Affairs I need all hands on deck to help with this unethical wreckless wicked people

  Business response

  10/23/2023

  Thank you for bringing this matter to our attention.   We have resubmitted the charges to the patient's secondary carrier and pending a response.   There is currently nothing further due from the patient. The charges were initially billed to the primary insurance and denied.  

  Customer response

  10/23/2023

  Better Business Bureau:
  Thank you BBB all I wanted was for them to correct it bless y'all and them for finally putting this to rest. 

  Thank you both. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

*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. ↩