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February 2024 by Yan Huang
I have a question regarding the bill. I tried to call them during the office hour many times and no one answered the phone.
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February 2024 by Annie S.
Terrible customer service, billing department worker SO RUDE. said she was the only one working at the entire office and refused to let me speak to a supervisor. They are illegally billing patients more than what they are allowed to by insurance.
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January 2024 by Wei Liu
The number on the bill Palo Alto Pathology Inc sent me do not match the figure on the Explanation of Benefits from the insurance company. They are overcharging me. I called them, and they insisted that I have to pay for anything the insurance company doesn’t cover. I explained to them that they are in-network, and there was an agreement between the insurance company and them to provide me with discounts. However, they refuse to acknowledge this. I called the insurance company, and even when the insurance company called them, nobody answered. I really dislike their attitude!
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October 2023 by Mrunmayi D.
Yelp!!! Please allow me to give 0 stars. Absolutely horrible billing service. They have such an attitude and have no knowledge of their own system. Try to avoid them at all costs.
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June 2023 by Audrie J.
Haha! Interesting that there is a yelp page for this lab. I just got off the phone with Dr Hadler after receiving major attitude right off the bat from Maggie the receptionist. She even talked over me when I had a question!! A very condescending Dr Hadler told me "99.9999%" of customers are satisfied with their customer service; and made me feel like I only "perceived" rudeness because he "heard the interaction because she sits right outside my door" I feel validated now to see all these negative reviews from others. What a joke! I couldn't hear Maggie very well initially on the phone because of service which from the jump, made her sound very irritable with major attitude. (After reading the reviews she probably ALWAYS sounds this way!) Which means she should be in a different job! I asked what the billing charge was for, because my doctors office and I had not received test results in over 3 weeks. Maggie refused to answer me or transfer me to someone who could explain, and told me my doctors office could request them. I told her they (obviously) already did, and asked if there was any other way to find out what this billing charge was for. Maggie then told me "I just told you and it's on the bill." I explained to her it is not- most lab companies list what the test is for. (When I brought this up with Dr Hadler, he responded "that's the way we have been doing it for 30 years... and receptionists can't see it, but I can tell you because I'm a doctor") lol! So why wasn't I then transferred to him? So bizarre. What a weird company. I am going to tell my doctors to never send any tests to this lab ever again!! People who are rude and don't appreciate business, in my opinion, should not be in business; and I certainly do not trust them with any tests!
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December 2022 by Diana C.
If I could give zero starts I would. I tried to follow up in regards to a bill and a lady named Maggie was being so rude and did not want to help me and cut me off and said for me to let her talk. I am trying to figure out my bill to pay them and she was so rude. She should not be working to help others with her attitude. I work in a medical office and I would never treat a patient that way.
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May 2021 by nikki myers
Initially surprised by my bill, Palo Alto Pathology helped me with resubmitting my claim to insurance. They were very friendly and knowledgeable with helping me understand my billing and insurance.
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January 2021 by Pusheen F.
I wish I could give this place 0 stars. Trust me you do NOT want to give Dr. Hadler your business. And you DEFINITELY do NOT want to work here. Some shady people here. Yikes x 100000
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December 2020 by Sareena K.
Do not have your doctor send your tests here for review! One of the worst billing departments I have ever seen. They will bill you if a claim gets denied even if it's not your responsibility. They will even bill you if a claim gets paid! They are not willing to call your insurance company, even if they do not understand the EOB. They tell you to call and advocate on their behalf and do a conference call with them. They are basically outsourcing their billing work to patients.
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December 2020 by TamiLin Smith
I want to send a shout out to Palo Alto Pathology Ink was having problems with my insurance the lovely voice on the other end of the phone took control and got it all worked out best experience ever Thank you Palo Alto Pathology Ink for saving the day.
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September 2020 by Kira L.
Palo Alto Pathology billing service is incompetent and careless. For a whole year they have been sending me monthly bills for the claim that has been paid in full. I had my insurance talk to them five times to explain their mistake. They admit their error on the phone, but lack the skills to actually correct their accounting.
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August 2020 by Kenna S.
I don't like leaving bad reviews, but they're necessary to help others avoid all the trouble I've had. I would not recommend visiting a medical office that uses Palo Alto Pathology as their lab because they make billing errors. I was billed over and over again for months for an item that is covered under my insurance. Palo Alto Pathology violated their contract with my insurance by billing (an incorrect) bill repeatedly. The service was classified as preventative health and therefore covered under my insurance policy. I involved my insurance company and they were surprised the lab continued to bill me because it violated the agreement the lab has with my insurance provider. It was a giant fiasco. There were times when the billing department at Palo Alto were professional enough over the phone and times when they definitely were not. At one point the billing department did not know I was on the line with the insurance company and they started to conjecture about my health and I had to speak up to let them know it was not acceptable. They often took a rude and angry tone with insurance representatives. On top of the trouble of being billed repeatedly despite insurance coverage they charged me for a single item three times over. The item should've appeared only once on the bill.I'm sure Palo Alto Pathology works well enough with medical providers but when it comes to working with a patient's insurance company or anything to do with the bill, beware. My advice is to take a careful look at your bill, make sure the bill is correct and that Palo Alto Pathology is not billing you for something your insurance provider is responsible for paying. It is the principle of the matter. Note: This happened well before Covid-19
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August 2020 by Alyssa Peterson
I called to make sure they had both my insurance policies and to make sure I would be getting my results sent to my primary care and women doctor. They promptly helped me with all my billing issues and were able to update all my new information. I was surprised how easy it was usually dealing with labs and insurance is a nightmare! Highly recommend getting labs sent here if you want to avoid further delays or billing issues.
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July 2020 by Ashley Myers
Awesome customer service. They always followup with thorough documentation and a pleasant voice on the other end of the phone. Most labs have several automated messages and phone trees, but PAP put me directly through to a live person! Even through the pandemic, they have upheld their superior customer service and remain taking payments over the phone.
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July 2020 by dannell myers
Palo Alto Pathology is always prompt with my results, gives me the best customer service, and is even open during COVID-19. I called to make sure they were opened and was given great service. They were not annoyed with all my questions. They always give me the best customer service. I have been getting my labs here for years and will continue to come back. The staff is always so nice over the phone.
