Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother was diagnosed with a genetic heart condition. They advertise free testing for relatives and send a collection box. There is no mention of the fine print that it needs to be within a certain time period, when that period started, or how much the cost is if they determine it falls outside that time period. They then send you a surprise large bill and their only suggestion is to try to run it through my own insurance. This feels like they pulled a bait-and-switch on me.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had genetic testing provided by Dr ****** ******** and his team at ********** located at ****************************************************. Before they ran the test they looked into my insurence and found that I would not be covered told me the total that they would be charging me and asked me if it was ok to proceed which I told them yes and paid them the balance. Months later I recevied an additional bill from Inviate / ******** Genetics talling me it was to clear the balance for the testing done with ******************* I thought something was odd suspecting a scam or possible fraud so I than called ******************* and they told me I shouldnt have received any additional bills in reguards to the test and that they would contact the lab. From that point I did not engage with and additional contact because ******************* said they would handle and i was still suspecting fraud. This has come up again and now ****************** Genetics is contacting me for the $100 to which I feel is not owed to them. ******************* was the one who took my sample and worked out the agency to test with if anything his office should have been billed and then they bill me. That is as if I go to a resterrant eat my food pay my bill and recevie a bill from their ***** for prepairing the food or from their gas and electricity provider for providing the resturant with gas to cook the food or electricity to keep the lights on.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted genetic testing ordered by my physician in June 2024. I was told that I would be notified if costs were expected to be greater than $250 out of pocket. I did not hear anything and received my results. In the following months I received an EOB (July 2024 - indicating that a claim was already filed) and an "appeal denial letter" (December 2024 - indicating that someone appealed the claim decision) from my insurance company. I tried on a few occasions to look on the Invitea billing website with no further information. On 6/9/25 I finally called and spoke with someone who informed me that they would "call me directly when more is back from insurance." I explained my concern about the **** and appeal denial letter (specifically because they each indicate that the patient portion is ******), and inquired why a prior auth was not submitted and I was not contacted when anticipated OOP was more than 250 as I was told. The person noted that prior auth was submitted but denied. I asked why I was not notified and the person I spoke with stated "your insurance company should have sent you a letter" (when all I received was an EOB stating what was already billed and owed - indicating that Invitea processed the test without speaking to me despite the denial). I asked why I was not notified if the amount was over 250 and I was told I would be contacted when everything was finalized and if more than 250 I would be given financial assistance/payment option that are available.While I have not been officially billed yet - with my EOB and insurance appeal denial letters (acted on by Invitea) I should not be responsible for this moving forward since I was never notified of the denied prior auth, never contacted about estimated OOP (which goes against no surprise billing), and Invitea still processed the testing without speaking to me knowing this received a denial.I would like resolution before I get stuck with a greater billing issue.

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had genetic testing done through Invitae, testing dates April 2024 and January of 2024. My insurance denied these claims but my responsibility has been listed as zero. Now I have received texts and calls from unknown numbers, and now an email stating I owe 250 for each date (500 total) with the explanation that ******* now owns Invitae and they are changing the bills retroactively, even from years prior. I find this to be predatory and wish for them to stop contact and drop my bills.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called several times regarding my genetic testing. I was told that if they charge me greater than a certain amount that they would call me they stated they sent me a form in the mail stating what the price would be or what the cost would be and I never receivedthat. I have called several times to try to resolve this. I just want this to be gone and I don't want to have to worry about anymore. I was deceived by this company and I really don't appreciate that. I would have declined this had I know the cost that they were supposed to provide prior

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I overpaid for a genetic test (there was lack of communication when they switched over to *******) and was promised I would be getting a $750 refund check in the mail. The check was supposedly sent in November of 2024, however I have still not received it. I have been calling for 4 months now with absolutely no help or follow up. I am told they have "filed a complaint with the billing department" each time and there is no phone number they can provide me with. I would not recommend this company to anyone in the future.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a service from this business on 6/30/2023. At the time I only had one health insurance, *****. This was a high deductible plan so they did not cover any of the cost. I paid $388.61 out of pocket on 8/16/2023. In July of 2024, I was awarded health insurance with CHAMP VA which was retro active from February of 2023. This was a secondary insurance to *****. At this time, I began to contact all healthcare providers asking them to resubmit any claims after Feb 2023 to ******** as the secondary insurance. I contacted Invitae on 7/29/2024 and spoke to ******. She stated that once CHAMP VA paid them for the claim, I would be reimbursed the full amount that I had paid and they would call me with any issues. I was told this could take up to 90 days. I followed up on 10/28/2024 and spoke with ******* and she stated there was no update, it was still processing. Most recently I communicated with ******** on 2/26/2025 who informed me the claim was never reprocessed by Invitae due to untimely filing since it was past 1 year from the date of service. This was never told to me at the start of the communications in July 2024, and each time I called I Was told there was no update and it is still processing. At this point it is past the date I am able to submit this claim on my own as I only had 6 months from the date CHAMP VA issued the card to me.

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received a bill from 2023 (its now 2025) from invitae for a hereditary breast/ovarian cancer syndrome panel because my mom was diagnosed with stage 4 breast cancer in her 30s. After insurance covered it I am supposedly left with a bill of $2,400.00 I was never informed I would owe anything like this, I was told my insurance covered the test. I can not pay this, and feel invitae has not done enough on their end with my insurance. It does not show up in any of my online billing portals, so Im not sure where this has come from.

• Initial Complaint

  Date:09/14/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, ****** ******** (DOB **********) had genetic testing done by Invitae at the suggestion of the doctor ********************** ** at **************************) handling her care. We completed that testing and Invitae was supposed to submit through my insurance company, ********************** of *************. I received a bill from Invitae so I contacted **** to inquire why it wasn't being covered because Invitae was "in network." **** contacted Invitae and requested they resubmit the request the correct way and Invitae has outright refused to. They said they will only resubmit in instances of approval. I have been in contact with **** on a weekly basis since July 3rd for a date of service of June 23rd and BCBS now also will not give me an update on where we are in this process. I have a $250 bill from Invitae that needs to be paid and I fear that my credit is going to be impacted if the bill goes to collections, but we have had extensive bills surrounding my daughter's medical care this last year and we cannot pay that at this time. I have been told that **** cannot finish processing the claim to get it paid until Invitae does their part, but they also tell me that Invitae is refusing to do their part. I am at a standstill and furious that this is taking so much time and effort on my part. We have paid EVERY SINGLE BILL we have been responsible for from **** and this is the only one that I am fighting. Can someone please intervene?

  Business Response

  Date: 09/16/2024

  Hi there, 

  We apologize you're having issues with our services. We've sent your inquiry to our billing team and they will reach out to you directly to resolve your issue. 

  Thank you, 

  Invitae 

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22287273
  
  
  
  I am rejecting this response because they have not contacted me and my insurance company informed me today that Invitae is still refusing to submit the claim despite speaking with multiple agents from my insurance company over the phone.
  
  
  
  Sincerely,
  
  
  
  Nicole Finneran

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Invitae regarding their failure to issue a refund for a genetic test payment made in January 2024. As a patient who entrusted Invitae with my genetic testing needs, I am deeply disappointed by the lack of responsiveness and accountability demonstrated by the company in addressing this issue.In January 2024, I underwent genetic testing facilitated by Invitae through Arbor Medical Lab. I paid a total of $250 directly to Invitae for the test. However, it has come to my attention that my insurance was also billed for the same test, resulting in no patient responsibility for the payment.Despite multiple attempts to contact Invitae and request a refund for the payment I made directly to them, I have been met with silence and have yet to receive any resolution to this matter. It is unacceptable that I am being deprived of a rightful refund, especially considering that my insurance has covered the cost of the test.I am seeking your assistance in escalating this issue further and urging Invitae to promptly refund the $250 payment I made directly to them. This lack of transparency and failure to address customer concerns reflects poorly on ********************'s commitment to customer satisfaction and integrity.I trust that your intervention will help resolve this matter swiftly and ensure that I receive the refund I am entitled to. Please let me know if any further information or documentation is required from my end to facilitate the resolution process.Thank you for your attention to this matter.