Business Profile

Health and Wellness

Datavant formally CIOX Health

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Datavant formally CIOX Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

53 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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:05/27/2024
Type:Billing Issues
Status:
UnresolvedMore 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.
This company is the WORST, it should be shut down and I am shocked my surgeon choose them! I signed a medical release form on May 10th, doctor ****** sent it to them on May 13th, since then I called both to ask about my medical records and still nothing in my hands, just BS from either of them. Doctor ****** blamed them, business told me they didnt receive anything, so they pass the buck between each other. I should not have to hire a lawyer to receive my medical records about my surgery dated September 2023, because it is my right to have them, not to mention that is ridiculous to pay for it since the doctor charged my insurance over $ ******* for a wrong procedure!
Business Response
Date: 05/28/2024
After further review I found that the records were processed and made available to the patient on 5/24. Thank you
Customer Answer
Date: 05/28/2024

Complaint: 21765714

I am rejecting this response because I didnt receive any medical records yet as today.

Sincerely,

*************************
Business Response
Date: 05/28/2024
Please contact us at ************ and reference number 461582408. Thank you
Customer Answer
Date: 06/03/2024

Complaint: 21765714

I am rejecting this response because I received only partial records, there are missing surgery records, there were sent only pictures.

Sincerely,

*************************
Initial Complaint
Date:05/13/2024
Type:Billing Issues
Status:
ResolvedMore 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 been trying to receive and/or utilize 2 account credits since April 10. I keep being told they would credit an outstanding invoice or our account and they never do. I've wasted hours trying to use a credit for a mistake THEY made. I want the credit applied immediately on 1 of them and a reimbursement for the 2nd one. IMMEDIATELY. We've waited 32 days now.
Business Response
Date: 05/16/2024
My apologies for the delay. We have been transitioning to a new AR system which has caused some delays in getting credits and refunds processed. The credit has now bee applied and the refund you requested is processing so you should have it within the next 48 hours. Thank you
Customer Answer
Date: 05/20/2024

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. Both matters have now been corrected.

Sincerely,

***************************
Initial Complaint
Date:03/21/2024
Type:Order Issues
Status:
ResolvedMore 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 work for a law firm and I request records daily, ********* times I get back a form letter stating there were no visits on that date of service, this is $22.00 every time. I know this is false because I have an insurance EOB showing payments were made to the clinic on the exact dates, so when I request the records again using the exact same requests and dates only attaching a letter stating that they need to let the insurance company know they paid for a visit that did not occur I get records. Of course I have to pay again for these records. I have made so many complaints called so many people and it does no good. Today I got records from invoice ********** and paid for them . In going through the records I have 48 duplicate pages. I have again requested this to be addressed. And instead I got a phone call from a man wanting to discuss the invoices I owe for!! I have emailed those multiple times explaining that I have discussed those and they were to be canceled and removed and emailed them again with the emails stating such. I hear hundreds of the same complaints yet nothing gets done. I only want to know who to contact in congress that regulates this or is NOT regulating. Something has to be done. I can not upload docs because there are too many and it will not allow it but I will gladly supply
Business Response
Date: 03/25/2024
We have reached out to the customer directly to determine if credit is applicable in this case. Thank you
Customer Answer
Date: 03/25/2024

Complaint: 21465721

I am rejecting this response because: They have not reached out to me other than the time they called wanting money and gave me an email address that will not accept my return email with the requested documentation. I just want to know who governs them and how I can contact that office. This has been going on with no resolution and I see no point in continuing to wait for a call.

Sincerely,

*************************
Business Response
Date: 04/02/2024
I have been in touch with the customer and the issue has been resolved. Thank you
Customer Answer
Date: 04/02/2024

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. I now have regular contact with **** at Datavant and she is amazing! She has helped me solve the issues I have been dealing with for a year so quickly I can't believe no one else could manage to do anything on it. She is a rock star and if you have any issues with Datavant and medical records ask for ***********************! Thank you **** for being so helpful.

Sincerely,

*************************
Initial Complaint
Date:03/18/2024
Type:Product Issues
Status:
AnsweredMore 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.
Ive placed four request to obtain medical records from ************** for *********************. DOA 11/5/1957 and provided a ************* of ******** a ACCEPTED by MDAnderson ****** center and UTMB that allows me to manage Joes medical care after his 2016 ****************** to an assisted living home.*************, UTMB Neurologist currently treating *** request ************** records regarding his 2016 stroke. After 4 requests, Datavant is not accepting the **** and requires a medical statement regarding *** medical condition.
Business Response
Date: 03/19/2024
The correct documents to release the records was received at the medical facility on 3/13 and the request has been completed. Thank you
Initial Complaint
Date:02/26/2024
Type:Product Issues
Status:
AnsweredMore 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.
The Request Number/eRequest ID is *********. I have just sent an email ************************************** with the additional requested information to your organization per **************************************************** from my email ********************** This request is for an urgent medical need. Your phone representative illegally refused to assist with this request appropriately. Regulatory complaints will be filed if needed. An HR complaint has already been filed against Datavant with EthicsPoint.
Business Response
Date: 02/27/2024
eRequest ID: ********* - I've contacted our field representative at the medical facility to process this request asap. Thank you
Customer Answer
Date: 02/27/2024

Complaint: 21346577

I am rejecting this response because request not yet processed. Unsure what is taking so much time for an urgent medical request provided an electronic delivery of electronic records.
Business Response
Date: 03/07/2024
The Request Number/eRequest ID is ********* - The request has been processed and completed on 2/28/24. Thank you
Initial Complaint
Date:01/29/2024
Type:Product Issues
Status:
AnsweredMore 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 filled out a request form online on 11/23/2023 for all my medical records and imaging from current and past doctors and facilities you can see this on the copy of the form I filled out.I received a bill from Dadavant/CIOX on the OK 27 December 2023 for $7.16 for records from only two doctors so I called them up and spent several hours on the phone with them on three separate phone calls that day trying to get that straightened out and to get all the paperwork that I requested sent to me. Today, 1/29/224 I called them up because *** never received even what I paid for. Havent received anything from them and I found out on the phone after being hung up on For no reason, I wasnt rude or anything. and then they directed my call to the wrong department on the second call and then finally after over an hour waiting Im told that they sent a digital disc to me which I never received and all that time I spent on the phone was for nothing because they didnt make any corrections to my request or anything so I got nowhere with all of that time spent with them, I still havent gotten anything sent to me and I sent them a money order that I purchased on 12/27/ 2023.They dont listen to what youre trying to tell them and excuses and that they give you for why certain things happen whatever is totally different from what you talk to a prior person about and you just get nowhere with them. They had no problem cashing my check why not send me the information I requested, its right there in black-and-white.Im not looking for any money from them I would like to have what I requested sent to me in a timely manner. Thank you for your consideration.
Business Response
Date: 01/30/2024
Good afternoon, I will have the request for records reprocessed and records resent to the customer. Thank you
Initial Complaint
Date:01/18/2024
Type:Billing 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.
CIOX company is useless. They waste everyone's time. I was sent chart requests for different insurance plans. The payment for these charts were approved by the health plan 30 days ago. No one from CIOX called me. ON calling on 1/2/2024 I was told that the payment was approved on 12/18 but accounting has not sent the payment. Accounting department was informed about the payment everyday from 1/2/2024-1/18/2024. Still no payment. The project with CIOX ends on 1/19/2024. Why are they wasting my time to having to contact to send cahrts to health plans if they are incompetent or someone is not their job correctly after 15 days of calling.This company should not be used for chart retrieval by Health plans. I will reach out to the health plans and complain as well.
Initial Complaint
Date:01/16/2024
Type:Customer Service Issues
Status:
AnsweredMore 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.
Symetra third party **************************** and Myself have tried obtaining my Medical Records in order to complete processing of my claim on several occasions. Every time I have reached out to these folks I get the run around never get a straight answer. There is no reason for them to be holding my Medical Records as they have been paid all fees necessary by *******. This has been going on for a few months now and has created undo stress and financial hardship on myself.
Business Response
Date: 01/17/2024
Good Afternoon, I have reviewed the complaint and researched the issue. The request was originally received in October of 2023 but unfortunately the request was submitted by the insurance company without an completed authorization to release form. The request was then submitted again in November without the proper documents. The request was submitted for a third time with the correct documents in December and the request has been processed (Invoice 443864124). There is a fee to provide copies of the medical records and the insurance company will need to pay the invoice so the records can be sent to them. Thank you
Customer Answer
Date: 01/17/2024

Complaint: 21152730

I am rejecting this response because: Per Symetra they had paid all necessary fees to obtain Medical Records and Check was cashed by Ciox/ Data Vant sometime ago.

Sincerely,

*****************************
Business Response
Date: 01/18/2024
Good day, I have credited ******* for the payment they have already made towards this request however there is still and small outstanding balance owed on Invoice ********* - $27.46. Once this has been taken care of the records (32 pages) will be released to them. Thank you
Customer Answer
Date: 01/18/2024

Complaint: 21152730

I am rejecting this response because Per Symetra and my Employer they have paid the invoice in full and check cashed on 11/28/2023.I have sent the response from Ciox/ DataVant to Symetra for review along with copy to my Employer

Sincerely,

*****************************
Initial Complaint
Date:11/03/2023
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 manage a law firm that regularly subpoenas medical records on behalf of our clients. The medical providers contract with CIOX to provide this information to us. The number of problems we have experienced, and continue to experience, is unlike any other vendor relationship I've had in my 30+ years of managing businesses. It has become a full-time job for one employee to handle CIOX invoice and billing issues. Despite our continuous efforts to work with CIOX for resolution, there is no resolution, and we deal with the same problems over and over. They are: 1. If we pay by check they misapply the payments, so the only way we can pay invoices is through their portal. The only invoices we can access on the portal are invoices associated to our account. The problem is that CIOX opens new accounts for us constantly, rather than checking to see if we have an established account. We have no idea they do this, so we have no idea there are outstanding invoices until we get past due notices. Often they come from a collection agency and we are learning about them for the first time. 2. There are agreed upon fees for medical records in SC, but we are constantly over-charged. You can't short pay an invoice on the portal, and if we pay the full amount we are never reimbursed the over charge. We also can't get CIOX to send us adjusted bills for the correct amount, so that we can pay. We have tried to escalate to management, but nobody we have talked to can offer a permanent fix. We are dealing with hundreds of records on an ongoing basis, so this is a HUGE problem. My accounting team spends hours and hours on the phone with CIOX employees each week, researching past due invoices we have never received, and pleading for help resolving the same problems over and over. We are truly at a loss.
Initial Complaint
Date:09/01/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
We requested billing records on June 8, 2023. We received a prepayment invoice for the records on June 21, 2023. We canceled the request on July 13, 2023. A delinquent notice was received on August 31, 2023 despite canceling the request. CIOX has not provided the requested records.
Business Response
Date: 09/05/2023
My apologies for the oversight, Invoice ********* in the amount of $40.86 has now been cancelled. Thank you
Customer Answer
Date: 09/05/2023

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,

*******************

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Datavant formally CIOX Health is NOT a BBB Accredited Business.