ComplaintsforInCyte Pathology, PS

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had dental work done in Nov. and I paid the dentist for the work and part of the money was for tissues samples were sent to Incyte for work the in Jan. I received a bill from them for $330.00 dollars. So, I called them and asked them to send the bill to my insurance Kaise Permanente and they did. In the meantime, I received another bill. I thought that my usance didn't paid so I paid it. After I paid the bill i received my monthly statement from my insurance company and they paid. I called Incyte for a refund on March 6th and now it is the end of April and still know refund All I get is run around about new Acct. system. this has gone on too long. I would apricate your help in this matter. Thank you

  Business response

  05/13/2024

  Hello,

  We take complaints very seriously and reviewed the complaint with our vendor to improve the process. Our intent is to always provide outstanding customer service to all our patients.

  The patient received a refund of $330.00 on 05/02/2024. I called to confirm with the patient payment had been received.

  Complaint ID of ********. 

  Thank you,

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Billing problem: I have had more than one billing problem with INCYE Pathology. Latest one is repeated billing indicating I was delinquent after I paid the bill when first sent to me. When my wife contacted INCYTE ******* said, "Sorry we had an error with our vendor and our posting files." This was not a one off. Seven months earlier we had a similar billing problem where INCYTE admitted after we paid our bill they attributed the payment to my instead of my wife. Really, that's BS. What they did is simply bill us a second time for the same expense after we already paid the bill. INCYTE has a fundamental problem with its billing, whether in house or via a vendor.

  Business response

  07/31/2023

  Hello,

  Attached is our documentation to shows that Incyte has done our best to communicate regarding the mix up of accounts.  The first issue was due to claimant writing the incorrect account number on their check, therefore it posted to the wrong account.  Once they called in and identified the issue, we resolved it immediately.  The second was due to an error with our third party vendor, which once it was identified was resolved immediately.  In neither case was Incyte double billing or unresponsive to the concerns.  We apologize for the confusion and are working with our third party partners to put best practices in place to assure we don't have the same billing issues arise for our patients.

  Thank you,

  ********************, Chief People Officer

  Customer response

  08/05/2023

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

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2021, Incyte Diagnostics was contracted to provide Covid 19 testing services to **************** University, in ******* **********. My Daughter is, and was at that time, a Graduate student pursuing her Master's degree and working as an employee of ***. On two separate occasions, once on 9/15/21 and again on 12/13/21 she was required by the department she worked for to obtain Covid 19 testing due to her having symptoms that would have otherwise precluded her from her duties. She was instructed to have that testing completed at the *********************** in *********************, which was being serviced by Incyte Diagnostics. These testing services were free of charge for her as an employee. Incyte Diagnostics failed to get the correct name and address for her at the time of service. Due to that, they attempted to bill the *** insurance services for Graduate students and that was rejected. They then attempted to bill her directly for the services by sending bills to the incorrect address. This was apparently repeated several times with no other attempt to reach her by any other means. Nearly two years later, it has become apparent that they reported her to a collection agency called *** who is attempting to collect the full cost of these supposedly free services at a total of $308.12.This came to our attention after receiving contact by the collection agency. We made several attempts to determine the cause of Incyte's apparent mistake by contacting them directly and consulting the ****** Services at ***. We confirmed that *** had our daughter's correct information at the time of service and confirmed that Incyte Diagnostics recorded incorrect information. Due to the amount of time passed, Incyte stated they can no longer bill insurance with the correct information. Furthermore they have refused to correct or write off the expense and are continuing to pursue payment via the collection service. We believe this is wrong, and potentially illegal.

  Business response

  04/17/2023

  Please see attached. 

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