Action: Duplicated tests increased lab bill

I am at a loss to understand why I have received no less than four separate requests for payment from Quest Diagnostics, each in varying amounts, for the same service performed on Sept. 4. The last bill I received, dated Dec. 25, shows a total due of $85.70. According to my health-care provider, it has paid the charges, and all I am required to pay is a $5 co-payment. This I have done.

I have written to Quest Diagnostics twice asking it to straighten this out. Apparently my request has fallen on deaf ears. I am disheartened that with all the modern technology we enjoy today we have lost the importance of personal communications and have to rely on form letters to try to resolve ambiguities.

I am a 78-year-old male who has enjoyed in the past, and continue to enjoy, an exemplary credit rating in spite of living on a limited income, and it bothers me no end when I keep receiving these requests for payment. Can you help me achieve something that I find myself unable to do? Dominick Ferriero

Response: Maegan Walton, customer satisfaction representative with Quest Diagnostics in Norristown, Pa., said she reviewed your files and found that the ordering physician requested two tests: a single test, and then a profile (a grouping of diagnostic tests) that also included the single test that had already been ordered.

This resulted in the same test being performed twice. Walton said Quest's sales representative has alerted the physician to prevent this situation from happening in the future. As a courtesy to you, the charge for this duplicate service has been canceled. Your account shows a zero balance and your credit has not been affected. Walton apologized for any inconvenience this confusion caused you.

Kitchen confusion

On Jan. 14, Signature E.R.C. Kitchens in St. Petersburg started putting new counter tops and new fronts and doors on my kitchen cabinets. On the contract, it said the job would be finished in four to five days. The week of Feb. 18 will be the start of the sixth week and the job still is not finished.

The reason the job was even considered was because I wanted my refrigerator moved to a different spot in the kitchen. The owner measured the kitchen incorrectly, so his layout was wrong. When the installer came, he found the refrigerator could not be moved unless I lost valuable closet space.

In the meantime, however, my 20-inch deep pantry had been replaced with a 12-inch one, according to the new, inaccurate plans. The owner said I would have to pay $200 extra to give me back a 20-inch pantry.

I don't feel I should have to pay extra because the owner made a mistake, in addition to the fact that the job is taking so long. We had to eat out for three weeks because I never knew when the workman would arrive. Sometimes he would come as late at 5 p.m. to start working, and I would have to stop preparing dinner and put everything away. Joan Carlton

Response: Thanks for letting us know that shortly after contacting us, you got a phone call from Signature E.R.C. Kitchens promising a new pantry and quick completion of the work, which has now been done. We're glad we could help.

Fears of identity theft

Taking direction from your Feb. 5 article on identity theft, I contacted each of the three major credit reporting bureaus and got the information necessary to obtain a credit report. On Feb. 14, I mailed each request with the appropriate fee attached and promptly received replies from Equifax and TransUnion (Merchants Association of Florida).

I have not, as of March 7, received a report from Experian (Credit Data Services of Orlando). I became worried and called it and was told my request had never been received. This caused further alarm, and I immediately placed a fraud alert with it and also the two other credit reporting agencies. One said it was unnecessary to place the fraud alert just because Credit Data Services did not receive my request.

What, if any, additional action should I take? I am convinced someone intercepted my request to Credit Data Services and may be using the personal information included in it to steal my identity. In retrospect, I wish I had not requested my credit reports; I would not be in this dilemma. Am I too alarmed, or should I be proactive and contact all local law enforcement, all my creditors, my bank, my broker, etc.? Richard Beldin

Response: You may be overreacting, especially if nothing else is happening to raise a red flag. You don't mention whether or not your check to the credit bureau was cashed. If it was, you have proof your request was received. If not, you may want to contact your post office to see about putting a tracer on it.

Keep in mind that there is no way to completely protect your identity. You have no control, for example, over mail that is sent to you that might contain identifying information. Reviewing your credit report regularly remains the best way to keep tabs on whether or not there is any suspicious activity suggesting your identity has been stolen.

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Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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