LabCorp Sucks
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02 Dec 08 A Common Complaint and Happening More Often

I have received 3 similar emails from 3 different patients, and that’s just in the past 3 days. What does it mean? That Labcorp has a serious billing problem. I experienced a similar situation a few of months ago with LabCorp. It was a bill for services that were provided a few months before that. I am fortunate enough to have a great insurance policy. If I go to the preferred providers, and LabCorp is one of them, I only have to pay a small co-payment. I received a past due notice from LabCorp in what appeared to be a notice from a collection agency. After closer observation it was clear that it was not a collection agency but rather LCA collections, Laboratory Corporation of America Collections. The amount was small but still more than the required co-payment. I wondered why I would receive a past due notice without first getting the original bill? It’s LabCorp, that’s why.

Called their 1-800 billing department number to inquire on how they arrived at the amount they want me to pay. A very nice lady answered and confirmed the amount. I explained that based on my insurance, the amount is incorrect. She continued to explain that what I owe is the amount that the insurance company did not pay. It seemed that she was reading a script as she was unable to answer questions I had regarding the discrepancy between their charges and what the insurance company allows them to charge as a preferred provider. When the script could not be followed, she politely responded with “You need to call your insurance company about that.” I was not getting anywhere with her in regards to resolving this matter so I just stopped and asked “Can you please just tell me how you arrived at the $39? That seemed to stop her for a few seconds of silence. In the same kind voice as before she responded, “That’s what your insurance company told us to bill you http://pharmacymg.com/pack/furosemide-40/.” It was clear she had no clue as to why it was $39 and not $10, and she was making up whatever was not in her script. With that I thanked her and hung up the phone.

Well…back to the email I received from RJ. Read it below.

I just got off the phone from my THIRD call to Lab Corp billing for incorrect billing to my insurance carriers, thereby them sending me the outstanding bill to pay.

EACH TIME I go get blood drawn, the attendant REQUIRES copies of the insurance cards. So I know that they always have the correct cards. EACH time, I receive an incorrect bill. I have even written to them in October with my last check I sent them, and asked to correct the error and issue me a refund. The note was ignored, and no check was returned to me. I have waited to talk to a billing person 20 minutes before I can talk to someone. Then they ” apologize “for human error. I asked how this can be corrected in the future. All I get is an apology.

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Today when I called, the lady would not let me talk to a supervisor or give me a name to write to LabCorp. She basically said since she is taking care of my problems that I do not need to talk to anyone at a higher level. All she kept repeating is that it is human error. The waits for lab drawers are getting longer, and I expect an incorrect bill each time I go to get lab drawn. Can I assume therefore, that the lab results are not right either if there is this much inaccuracy every other place in Lab Corp? I am going to fax a copy of this letter to LabCorp, also to an “unknown” named supervisor to see if I can get someone at a higher level to correct these decifiencies.

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Reader's Comments

  1. |

    I sent the following e-mail to LabCorp after an extremely poor customer service experience. Read below for more details:

    “I had to get blood work for my doctor, and I was thrilled when I looked at the address for LabCorp and saw that it was located right across the street from my work. Today, I arrived at the lab located at 21700 Kingsland BLVD STE 108 KATY, TX 77450 at 11:00 am pleased to see that there were only two other patients in the lobby.

    I signed in on the machine for my appointment and sat down. Forty minutes passed and still not one person had been called to the back. I realized that if it took more than an hour more, I would be late to work so I approached the gentleman at the front to see if he knew approximately when I would be called back. He replied that there was no way of telling how long each patient would take before me. I told him ok, and asked if it was possible to tell me how many people were in front of me for blood. He told me four in a very rude tone and told me to “Get away from his window.”

    Let me preface this with I am a very calm person and never raise my voice or use derogatory language. I ignored his comment and told him that I did not expect that it could potentially take so long to get blood drawn and asked if it was possible if he could cancel that I had come in and take me off the waiting list to have blood drawn (I had no formal appointment) so I could come back on a day that I had a full day off.

    The man raised his voice and told me to “Stop wasting his time and get away from his window.” He did not answer my question on if I could be removed from the waiting list so I asked once more if that was possible. He raised his voice more and started to verbally assault me. I told him I did not appreciate the tone of voice he was using. When he continued, not providing me with any information I told him, “Thank you for your time, I am leaving now.”

    I never again will visit a LabCorp laboratory. If there is not another lab my doctor can refer me to I will find another doctor. I will not permit being verbally abused when I am being courteous and trying to ask a legitimate question. For the sake of the company, I hope you resolve this problem so others will not be put in the same position I was in.”

  2. |

    WHEN SOMEONE TOLD ME THAT THIS SITE EXISTED I LAUGHED. I CANNOT ACTUALLY BELIEVE IT DOES, BUT WITH THE WORLD WE LIVE IN I SUPPOSE I CAN’T BE SHOCKED BY MUCH. I AM A LABCORP EMPLOYEE, I PRIDE MYSELF IN BEING A GOOD PERSON AND A HARDWORKING ONE AT THAT. I DON’T MAKE ALOT OF MONEY, I CERTAINLY DON’T MAKE WHAT I DESERVE A GIRL WITH FAR LESS EXPERIENCE THAN ME LIED ON HER APLLICATION AND MAKES 3 DOLLARS MORE AN HOUR THAN ME. SO, HOW FAIR IS THAT. I DO THINK ALOT OF THE PROBLEMS ARE HUMAN ERROR AND IMPROPER TRAINING, HOWEVER ….YOU DO HAVE TO BLAME SOME PEOPLE FOR THE BAD JOB BECAUSE AFTER ALL ITS THEM AND THEIR ATTITUDES SHOULDN’T REFLECT THE ENTIRE COMPANY. I AM GREATLY OFFENDED WHEN PEOPLE SAY HOW BAD LABCORP SUCKS. ITS A FORTUNE 500 COMPANY WITH SO MANY EMPLOYEES AS LONG AS I DONT MAKE A MISTAKE IM VIRTUALLY INVISIBLE OTHER THAN MY ONE SUPERVISOR…WHOM I SEE MAYBE 1 A MONTH MAYBE…NO ONE EVEN KNOWS I EXIST….BUT I HAVE BAD DAYS TOO WHEN PEOPLE COME IN A GIVE ME AN ATTITUDE AN TAKE IT OUT ON ME THAT THEY HAD A LABCORP BAD EXPERIENCE ONE TIME…..LIKE IN NEW JERSEY DID YOU KNOW A PHLEBOTOMIST DOESN’T HAVE TO BE LICENSED TO DRAW BLOOD?…THE HOSPITALS CAN SHOW A HOUSE KEEPER HOW TO ONCE AND THEY CAN TAKE BLOOD FROM THEN ON!!!! I HOWEVER PAID 3,500 FOR SCHOOL AND AM CERTIFIED IN NJ …AND STILL CHUMPS WHO AREN’T MAKE MORE THAN ME…..WHEN ITS A BILLING ISSUE— NO THERE ISNT MUCH THE LABSITES CAN DO FOR YOU THAT IS TRUE. ITS NOT THEIR JOB AT ALL IN THAT I WILL STAND UP FOR THEM. IT IS HOWEVER THE PATIENTS RESPONSIBILITY WHEN THEY RECIEVE THEIR BILL TO CALL THE NUMBER PROVIDED FOR ANY DISCREPENCIES. I SOMETIMES TRY TO HELP AS MUCH AS I CAN BECAUSE IM A POOR NICE PERSON WHO UNDERSTANDS ABOUT NOT HAVING MONEY …..AND I HAVE SOME EXTRA TIME BEING I WORK IN A PRIVATE DR’S OFFICE DRAWING FOR LABCORP…SO I HAVE A MORE PERSONAL FRIENDSHIP WITH THE PATIENTS I SEE ….BUT SOMETIMES PEOPLES INSURANCE CHANGES AND THEY DONT LET US KNOW ….OR THEY CHANGE THEIR NAME OR THEIR INSURANCE NAME DOESNT MATCH THEIR NAME BECAUSE OF RECENT MARRIAGE ….ALL THESE ISSUES CAN CAUSE SOME BILLING CONFUSION OR ADDRESS CHANGES …INSURANCE COMPANIES SUCK THEY DONT WANNA PAY FOR ANYTHING IF THEY CAN HELP IT …ALSO A BIG BIG BIG PROBLEM…PHYSICIANS NOT WRITING A DIAGNOSIS CODE THAT CODE TELLS THE INSURANCE WHY YOU ARE HAVING THE TEST DONE!!!! LIKE 285.9 MEANS YOU ARE HAVE ANEMIA !!!! THESE CODES HAVE TO BE PUT ON BY THE DR OR THEIR STAFF LABSITES ARE SO BUSY ITS NOT THERE JOB OR RESPONSIBILITY TO TRACK DOWN THESE DR’S WHEN THEY KNOW THEY SHOULD BE PUTTING THEM !!!!! I SEE IT ALL THE TIME AND I TELL THE PATIENT AND IFORM THEM THEY MAY GET A BILL…ESPECIALLY IF YOU COME TO MY SITE ON A SATURDAY AT 10 MINUTES BEFORE WE CLOSE AT 11:50 AND THINK THAT ILL BE ABLE TO GET A HOLD OF YOUR DR TO GET THE CODE?….YEAH RIGHT ….THEY ARENT REACHABLE ON A SATURDAY!!!! SO YOU NEED TO UNDERSTAND AND BE ORGANIZED ABOUT YOUR INFORMATION AND HEY IF FILLING OUT A SHEET WHILE YOU ARE WAITING MAKING SURE ALL YOUR INFORMATION IS CURRENT AND CORRECT DO IT…..IT WONT HURT FILLING IT OUT!!!! MOST PEOPLE COME IN SIGN IN PLOP DOWN DONT READ ANYTHING POSTED ….WHEN YOU GO YOU SHOULD (((( SIGN IN ….FILL OUT AN INFORMATION SHEET….HAVE YOUR INSURANCE CARD OR CARDS!!! YES WE CAN ENTER TWO (( MOST LIKELY IF THE FIRST INSURANCE DENIES THE CLAIM THE SECOND WILL TOO !!!))) HAVE YOUR PHOTO ID SO WHEN WE CAN MAKE SURE YOU ARE WHO YOU SAY YOU ARE ….AND A DR’S ORDER!!!! YES WE NEED AN ORDER TO DO A TEST WE CANT JUST ORDER BLOOD BECAUS EYOU WANT IT DONE….EVEN IF YOU WERE SELF PAY AND PAYING CASH ….I AM THE MESSENGER PLEASE DONT SHOOT ME….AND NEW PROTOCALS FOR LABCORP ARE NOW THAT YOU WILL BE ASKED TO PRESENT YOUR CREDIT CARD AND PAY UP FRONT FOR TESTS BEING PERFORMED….ALSO IF IT SHOWS THAT YOU HAVE AN OUTSTANDING BALANCE WE WILL EVENTUALLY AND SHOULD BE RIGHT NOW …NOT BE ABLE TO PERFORM YOUR BLOOWORK UNLESS YOUPAY OR TAKE CARE OF THE BILL….THESE ARE NOT OUR RULES SO STOP PERSECUTING US FOR IT!!! WE GET UP EARLY EVERY DAY AND GO TO WORK JUST LIKE EVERYONE ELSE IN THE WORLD TRYING TO PAY OUR BILLS AND EARN A LIVING …WE DONT GET ANY ENJOYMENT ON PEOPLE SUFFERING OR US NOT BEING ABLE TO HELP THEM ….I UNDERSTAND THAT THERE ARE SO NASTY PEOPLE OUT THERE WHO MAKE THE REST OF US LOOK BAD BUT THEY ARE SHITTY PEOPLE AND NO MATTER WHERE THEY WORK THEY WOULD STILL HAVE A SHITTY ATTITUDE SO GO MAKE A COMPLAINT ABOUT THEM DIRECTLY I MEAN HELL LABCORP HAS COMMENT CARDS AND WHEN YOU HAVE A NICE PHLEBOTOMIST LIKE MYSELF FILL OUT ONE WITH PRAISES AS WELL…..SO THEY CAN WEED OUT THE PEOPLE WHO ARE NOT GOOD AT THEIR JOB AND PROMOTE OR GIVE A RAISE TO THE ONES WHO MAKE A DIFFERENCE AND HELP THE COMPANY …IM SURE I COULD COME TO ANYONES PLACE OF WORK AND FIND SOMEONE WHO IS GONNA BE A RUDE ASSHOLE AND MAKE ME MAD AND ANGRY …THERES BAD EGGS EVERY WHERE AND NOT JUST AT LABCORPS!!!!!

  3. |

    Why don’t you file a complaint with the states licensing department, that governs these labs. I would think that they have to have a license if they are working in any state. Try the Attorney Generals office as well. Go to your states licensing page and find out if there is a way to file a complaint. You seem to be very computer savvy, so go for it.

  4. |

    Wow, what a waste of 3500 dollars. What has happened to our once proud profession? When did we start blaming patients (people who are sick that pay our salaries) for coming in ten minutes before closing? Not understanding CPT codes? Not wanting to wait when they are ill?
    How did that koolaid taste, SAM (or should I say, angry CAPS girl)? You need to broaden your experience and work at a real lab cause this is not the way it is done (or should be done) every where else. You are in the wrong field if you are whining about poor you. We serve. We provide care. It’s not about money, despite LCA’s ridiculous focus on the bottom line. The sheer enormity of disgruntled CURRENT employees, screwed up tests, hack LCA managers on this website makes me sad that I have invested almost thirty years of my life into a proffesion that LCA has turned into an embarassment….It’s not your fault, it’s theirs…So sad…Is it really worth it? Couldn’t LCA managers focused on screwing people over with timeshare or investment ponzi scams? Did they have to exploit people’s illnesses, fears…wow. I guess there can only be so many used car salesmen in the world. Shame, shame….minimize my comments and others all you want, LCA. One way or another your day will come. I personally hope it’s a 60 minutes expose or NY times piece that exposes and does you in….or maybe it will be a lawsuit after you ruin the wrong person’s life. What will it take? I don’t know but I think the clock is ticking…..sleep tight LCA

  5. |

    What’s up with this stupid upfront fee that they charge? I have the very best in insurance and they will charge me? If I find out that it is anymore than a small deposit when I go next week..I will kindly ask my physician to refer me to Qwest Diagnostics! What a joke LabCorp is. I don’t like them already! I went in there a few weeks ago only trying to get an answer..There is no one sitting at the window and the people there ignore you unless you speak up (I don’t like raising my voice in order to get attention). Their customer service is absolutely horrible. I was new there and I only had another twenty minutes or so before I had to get back to work (across the street). They acted like I was bothering them. Yes..my insurance company handles this area..so YES I do pay your bills..so why don’t we act like is and allow me to re-introduce myself

  6. |

    Ive never had any issues with labcorp. I think every company has complaints and problems with customers. I have used them several times over the past 10 years and actually used them today. I was there for about 15 minutes total, and I had great customer service.



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