Complaints

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

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• 

  Datavant formally CIOX Health

  925 North Point Pkwy Ste 350 Alpharetta, GA 30005

• 

  Datavant formally CIOX Health

  P.O.Box 409900 Atlanta, GA 30384

• 

  Datavant formally CIOX Health

  PO Box 1812 Alpharetta, GA 30023-1812

• 

  Datavant formally CIOX Health

  1150 Northmeadow Pkwy Ste 100 Roswell, GA 30076-3890

• 

  Datavant formally CIOX Health

  2222 W Dunlap Ave Ste 300 Phoenix, AZ 85021-2852

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:03/05/2023

  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.

  Received random invoice for over $ ****** with a name listed, we are not familiar with. Reached out to see what the fee as for, was told medical records. They were Fed Ex- we signed. Of coarse we signed, we have patients on site that get packages/letters. We were never informed of the fee for medical records, but months later receive the invoice. We have never paid for medical records and would have declined this if we were informed of the charge up front. The name on the invoice is not one listed in our system either. I have emailed and called to have someone explain the fee, but just keep getting told that it is confirmed by management and legally billed. (we are non profit that obtains medical records daily and never had been required to pay) If you want payment, you should request payment and not send records then BAM attempt to collect the fee. The fee should be made aware on the front end. So it is normal for this company to not make you aware of fees or charges then just send you a an invoice, that is not how business should be done.

  Business Response

  Date: 03/06/2023

  Please provide the invoice number in question so I may research the issue further.  Thank you

  Customer Answer

  Date: 03/06/2023

  Acct ******* & Invoice ********** for $ ******

  Business Response

  Date: 03/10/2023

  I have reviewed the complaint and find that the customer was billed in error and i will cancel invoice.386753710.  Thank you

• Initial Complaint

  Date:02/22/2023

  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.

  The website portal Ciox uses for requests and retrieval of medical records does not allow for any kind of disputes. The portal will send the records automatically without requesting a prepay. When I download the records, I have no idea what the invoice amount is nor how many pages there are. Then when trying to dispute the invoice, they will tell me that since I downloaded the records I have to pay for them. I requested hospital records for a dog bite, wanting only the record for that date of service. Ciox proceeds to send me **** pages for $600. I did not request all dates of service, nor do I need them, and our client (the hospital patient) should not have to pay $600 for unneeded documents. Invoice #**********. All invoices over $100 should be sent for a prepay. This website portal is fraudulently set up for maximum monetary return regardless of the needs of its users.

  Business Response

  Date: 02/27/2023

  I have reached out to the customer directly and the issue has been resolved.  Thank you

  Customer Answer

  Date: 02/27/2023

   
  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

  Date:02/14/2023

  Type:Product 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 provide vocational rehabilitation services for injured workers in **. I requested records for a client on 9/8/22 from Allina Health. My request was for the records to be faxed. The authorization signed by the patient (my client) indicated a service method of "Fax" and "U.S. Mail (CD/DVD)". The service method, "U.S. Mail (paper)", was left unchecked. Without my knowledge, ****** forwarded the request to CIOX. I received a packet of paper records on 9/22/22. When I received them, I gave them to my client's attorney's office as she had not authorized the release of the paper records service method.On 1/20/23, I received an invoice in the mail from CIOX for $75.36 related to the 9/8/22 request. Since that time, I have been emailing back and forth with their collections department (attached) regarding this issue - that I had requested fax records and not the service they decided to provide. I have had issues with CIOX before. My firm purposely avoids dealing with paper records due to lack of space, extra time it takes to put them into electronic format, and having to eventually pay to have the records destroyed. When a similar issue happened in the past, a representative at CIOX advised me to make sure I specify "fax" as a service method and not by mail. That is what I did in this case and they still decided to provide a service I did not request. As can be seen from my contact with them, they have not acknowledged their error - calling it a billing error, erroneously claiming I had requested paper records via U.S. Mail when I didn't, claiming that they could mail me records because by firm's address was located on the letterhead of the request sheet. They are refusing to acknowledge that they provided a service that wasn't requested and take steps to resolve their mistake. I am asking that the original invoice amount be cut in half to $33.21 and for a representative at CIOX to acknowledge they made a service error, not a billing error. Thank you for your time.

  Business Response

  Date: 02/16/2023

  After further review, in good faith I have adjusted the invoice amount to $33.21 as you requested.  For future reference please note that as a company policy of Ciox Technologies we do not fax records.  If you would like to receive records electronically please sign up for electronic records via our online portal.  If not delivered online the records will be printed and mailed.  Thank you

  Customer Answer

  Date: 02/16/2023

   
  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

  Date:02/09/2023

  Type:Customer Service 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 requested a copy of my medical records due to an incident in a prison. The employees did NOT notify me of any charges for requesting the records As such, their customer service is highly questionable. It is necessary to be honest at all times, including explaining that there are fees for requesting a physical copy of a medical record. As such, I requesting that the CEO's office inquire and contact me with a full resolution to these charges, which are attached.

  Business Response

  Date: 02/10/2023

  Ciox Technologies relies on the medical facility to inform the patient that they have contracted with an outside company to process their request for medical records and that there is a fee associated with copying the records as well as shipping them.  In this case it seems the facility did not disclose this information to the patient therefore I will cancel the invoice. Thank you

  Customer Answer

  Date: 02/10/2023

   
  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

  Date:01/18/2023

  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 to have a Medical bill for proof of a medical visit for $85 from May of 2022 to submit to my FSA. Instead of the bill, they sent me the complete medical record. I called to correct the problem and get the bill instead of the medical record. They said I had to resubmit through the original provider, but I still had to pay the $6.50 record release charge since I had already downloaded it. The problem is I had to download it to know they had sent me the wrong thing. Apparently, through the requesting website, which was fairly confusing, there was a different box I was supposed to check, but I never saw a box anywhere on the website for that. So I added in verbiage to be specific that I needed my medical record for the $85 visit. The long and short of it is this: Ciox Health charged me $6.50 in order to send me the wrong record. The invoice number they gave me was **********. I requested cancellation of the charge, but they refused, even though they sent me the wrong record. If they cancel the $6.50 bill and send me email confirmation of the cancellation, that would satisfy me on resolution of this issue.

  Business Response

  Date: 01/19/2023

  Invoice number 400651259 has been cancelled in full.  Thank you

• Initial Complaint

  Date:01/13/2023

  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.

  Claim # ********* I was contacted via phone today and informed that I was denied access to my late husband's medical records because yall want me to provide an " Executive of Estate Letter", and that my "Declaratory Court Order" was not acceptable.It appears yall dont have legal knowledge of ***** laws nor Declaratory Court Orders and the fact that these orders have the ultimate authority over anything.I strongly advise yall to review this following law and reconsider yalls decision, to prevent a future lawsuit: ***** CIVIL PRACTICE AND REMEDIES CODE/ TITLE 2. TRIAL, JUDGMENT, AND APPEAL/ SUBTITLE C. JUDGMENTS/ CHAPTER 37. DECLARATORY JUDGMENTS

  Business Response

  Date: 01/17/2023

  Please provide the Ciox reference number or invoice number you received the correspondence letter under or the patient full name so I can research the issue further.  Thank you

  Customer Answer

  Date: 01/19/2023

  I have never received an email with an assigned number for my request.

  The only response I received is CIOX calling me to tell me they dont know what a Declaratory Court Order is, and therefore its invalid.

   

   

  information the may help locate my request:

  patient name: ******************************

  patient DOB: 2-1-1953

  last 4 off patient SS: 7721

  Year of last hospital visit: 2010

  hospital: ****************************

  hospital City and State: ********, *****

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/04/2023

  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.

  My law firm received a fraudulent invoice from Ciox. It was a bill for a medical records request for a person I have never heard of. I called Ciox on August 14, 2022 with a dispute over this invoice and was told that this invoice was cancelled. I now, in December 2022, received another invoice with the exact same invoice number and the same person's name on it who has never been a client of my law firm. I called Ciox again and was told that the legal assistant's name who signed the request form. I have never heard of this person either. I was also told that the law firm letterhead for the request is another law firm - not my law firm. I requested that **** send me a copy of the request letter and the authorization so that I could challenge it and was told that **** would put it in the account portal for the law firm that made the request - not my Law Firm. Accordingly, I cannot access that portal. I asked that the request and authorization be sent to me via email or fax and Ciox refused. I asked how to make a formal dispute and was given an email address that did not work. So, I am left with an invoice that isn't mine and no way to challenge it.

  Business Response

  Date: 01/05/2023

  Please provide the invoice number in question and I will research this further.  Thank you

  Customer Answer

  Date: 01/05/2023

  Here is the invoice number. 0374855340

  Business Response

  Date: 01/06/2023

  My apologies for the error.  Invoice ********** has been cancelled in full.  Thank you

  Customer Answer

  Date: 01/06/2023

   
  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

  Date:01/03/2023

  Type:Delivery 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.

  On 11/11/22, invoice **********, CIOX Health billed for sending pediatric records of my 6-month old child from UAP Clinic in ***********, IN to **************************** in ***********, **. I submitted the request, and they clinic had not received the paperwork for 4 weeks. I made 2 follow-up calls with UAP Clinic in *********** to ensure that the records were sent. ***************** never received the paperwork. I had UAP Clinic email me the paperwork instead, and I printed and brought to the clinic in order to schedule my child's 6-month appointment. I emailed CIOX stating that I did not receive the provided service. They stated that they mailed out the paperwork but will not provide any evidence of address or date received. They have now blocked my email address. I am filing this complaint to avoid a collections filing due to their lack of due diligence and their lack of customer resolution support. If evidence can be provided that the paperwork was actually sent and to the correct address as prescribed by my application for paperwork transfer, I will pay the bill.

  Business Response

  Date: 01/04/2023

  We apologize for any inconvenience, invoice number ********* has been cancelled in full.  Thank you

  Customer Answer

  Date: 01/04/2023

   
  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

  Date:12/21/2022

  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 want to know why are my medical records being requested by Ciox? My therapist received a call from Ciox *************) yesterday (12/20/22) to get a copy of my records but I did NOT authorize or request any release of my records.

  Business Response

  Date: 12/28/2022

  Good morning, the records were requested by CMS (Centers for ******** and ******** Services) for a risk adjustment program.  There will be no cost to the patient.  Thank you

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18621811
  
  I am rejecting this response because: I am not a ******** or ******** patient. Can you explain why ******** or ******** should need any risk assessment for someone not using ******** or ******** healthcare? 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/06/2023

  I will reach out directly to Ms. *********** concerning this matter and resolve the issue.  Thank you

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18621811
  
  I am rejecting this response because: I spoke with the representative and they were not able to confirm there was any legitimate reason to request my records from the provider who was contacted. I have provided more information, namely the number who called from Ciox, and I am waiting for a follow up call. If it was truly not Ciox who called, I request Ciox cooperates with law enforcement so we can determine who was impersonating them and attempting to violate HIPPA laws. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair 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 own a ********************* in *********** and served a Subpoena for patient medical records. Ciox is the 3rd party service that process records for the medical provider. Our office received notification records are ready and need to pay prior to release of records. After paying the $298.00 invoice I realized the case settled a few days before. I immediately contacted a Ciox rep about stopping the payment and was advised it was too late and the charge would go through and **** would not return the money. Regardless of my mistake I learned from running my business for 30+ years this behavior is absurd and if the same where to happen to one of my clients I would return the money. By the way I never received the records after the Ciox rep would not return the payment.

  Business Response

  Date: 12/29/2022

  Please provide the invoice number in question and I will research the issue further.  Thank you