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

  PO Box 1812 Alpharetta, GA 30023-1812

• 

  Datavant formally CIOX Health

  P.O.Box 409900 Atlanta, GA 30384

• 

  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: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

• Initial Complaint

  Date:12/21/2022

  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 request med records for a client related to a litigation matter on 11/14/2022. I needed the records at once. Ciox is the group that provides the records. Ciox recently migrated from "edelivery" system to "smart request portal". I received an email that records are ready for downloading (DL) 12/5. I went to DL them & was directed from the old site to the new portal & it required signing up again. Once signed up I logged in & the records were not there. I did trouble shooting with their team...spent an hour at least, trouble ticket #RHP424. They couldn't figure out the problem. They had to work on it & follow up with me. They never followed up. After a few days I again tried logging in & it the records were there ready for DL after I pay. The records received were someone else's. I reported to CIOX. They fax me a form to fill out swearing that I destroyed the records of that person. I was instructed to fax the form back & did.Today they email me they didn't get form & asked me to email it. it's disconcerting. My frustration is compounded by paying for the wrong records, still not having the records I requested, & being up to 3 weeks to receive a refund, & the time that has gone by since my 11/14 request. The cust. svc, filling out/sending the form to deal with receiving the wrong records took about another hour. Yesterday I received an email that records again are ready for DL. I login & see that I have to prepay again for these records despite still not receiving my original payment back. I paid for the records which were two separate sets. After you pay you're supposed to be able to DL them...but only one set was available to DL. It will probably be another day or two before I finally get to DL that 2nd set. The whole process was extremely difficult & time consuming. Being a law firm I cant ethically charge my client the 3hrs spent with CIOX cust. svc, getting the wrong stuff,filling out forms cause they sent wrong recs. My rate is $135/hr. They should refund

  Business Response

  Date: 12/29/2022

  My apologies for the error and the inconvenience you suffered.  A refund will be sent to you.  Thank you

• Initial Complaint

  Date:12/17/2022

  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.

  My insurance company that I applied new insurance for has faxed HCA of ********* ******* to release my medical records 3x already and each time HCA has to forward that request to Ciox to release my information. Each time **** finds an excuse not to send it. This began on 11/12 and it's 12/17 already and they have not released my medical records. Each time it's always some excuse. The first time they sent the wrong information which was my instructions on what was needed. The second time the excuse was that HCA didn't send a legible copy. This third time they said that the medical release form was not attached and the representative even verified that it was on the second page even the second fax was clearly legible as well. I've now missed the open enrollment period which would've given me more options if my application gets denied for this insurance. This company was faxed multiple times that this needed to be done as soon as possible. They have no respect for peoples time and they clearly don't respect urgency. Every time the insurance company has called they were either left on voice mail or were told constantly to wait **** days for processing. Even what is being logged by their rep isn't being read as seen on the uploaded screenshots. Clearly it's understandable on the 1st time but on the 2nd and 3rd time which was both **** and HCA's mistakes that wouldn't you have a sense of urgency to do what is right for the client. What happens now if she doesn't get approved for this plan and something happens to her and she isn't insured. It takes minutes to processes a fax but **** days is just outrageous especially since it's the same client on top of it's because of your mistakes. This company should not be handling this sort of matter if you can't even process such a simple task in a timely matter. No wonder why people complain about Ciox how much litigation you are having to face with.

  Business Response

  Date: 12/28/2022

  My apologies for any inconvenience.  The request for records has been completed and sent to the insurance company on 12/26.  Thank you  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18602983
  
  I am rejecting this response because: It took your company to process a simple request 1 month and 20 days. What if this situation was an emergency and needed immediate response? Your company and its policies are laughable. No rhyme or reason why it should take 10 days let alone 1 month and 20 days to process a fax request. It took having to file a complain with the BBB to get you to act which says a lot about your company.

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

• Initial Complaint

  Date:12/13/2022

  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.

  I requested medical records via online portal. Per ***** they just be given in the format requested, if not able to, they must come to an agreement WITH the patient and charges discussed AND agreed in ADVANCE. See ***** guidance with a lawsuit against same company clearly explaining this: https://www.hhs.gov/hipaa/for-professionals/privacy/guidance/access/index.html I ended up getting my records online as I requested despite what everyone argues it cant be done because radiology did it, we have email exchanges and I can easily make a screen recording showing proof I can access it via the browser. For some reason, despite me never asking for paper anything nor agreeing to the charges in advance as required, I was charged for paper copies of records. There is zero record anyone can produce to explain why they did this because there is no request from me about it. CIOX Health argued with me and said theyd get rid of the invoice as a courtesy, which when it was done illegally in the first place how could it be a courtesy to fix your mistake? I tried speaking with someone else over the phone who again didnt listen like the first person, very rude, interruptive constantly. It was impossible for her to acknowledge they did not follow the law, she didnt want to see the ***** guidance proving this, and failed to recognize even if the hospital did send this request to them, it wouldve included my authorization which clearly states electronic access VIA ONLINE PORTAL. Since I did not ask for a summary either, it shows that didnt pay any attention to their paperwork received. Its probably an illegal access of my information since they accessed something I didnt authorize or request, printed it and charged me for it. They do not even realize that what they did is probably illegal and a ***** violation whether they choose to believe so or not, whether its the way theyve always done it and nothing has happened in the past or not. They dont understand ***** law.

  Business Response

  Date: 12/16/2022

  I apologize for the confusion in this case.  You  are correct concerning the ***** laws and in this case the request was processed incorrectly in our system which generated an invoice for paper records in error.  The *** should have researched the issue further and came to the same conclusion.  The invoice has been cancelled and again I apologize for the clerical error that caused the confusion.  Thank you

  Customer Answer

  Date: 12/16/2022

   
  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:12/06/2022

  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.

  Since November 4, 2022, I have been trying to get my medical records from ********* Health Systems which has contracted Ciox Health of ******* to provide such services. **** rejected my first request. A second request with the recommended corrections as filed with Ciox on November 16th, which resulted in no response. A third request was filed on November 30. I still have not received any of my medical records. All contact with them through phone or email has been unhelpful, not answering any of my questions, or replying with generic form letters. My most recent email to them yesterday (12/5) fully explained the situation & asked for resolution & if not, a contact person with him to direct my complaints further. I received a response from "****************" who simply that my requests have been rejected.

  Business Response

  Date: 12/07/2022

  The request for records has been completed on 12/6, Ciox reference number is 396847520.  My apologies for any delay.  Thank you

• Initial Complaint

  Date:10/07/2022

  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.

  Need address for legal service Need email address for legal services

  Business Response

  Date: 10/17/2022

  My apologies, I don't understand the complaint filed.  I will attempt to contact them directly to acquire more information.  Thank you

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18182900
  
  I am rejecting this response because:
  
  It is clear that when asked directly, CIOX refuses to give the address for legal services. This in itself is a questionable and deceptive business practice.
  

  - Multiple calls, faxes and even a BBB complaint, with a non answer to a basic question. 
  

  I will add this to the paperwork packet and respectfully request the address for legal service, this is second written attempt. 

  
  Best regards,

  **********************;

  Business Response

  Date: 10/18/2022

  I've reached out to ******************** directly and will forward to the appropriate manager.  Thank you 

• Initial Complaint

  Date:09/22/2022

  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.

  Ciox Health is not providing medical records for a client. I faxed the specified number. It's been more than 2 weeks. They don't even acknowledge if they received the request. Please help

  Business Response

  Date: 09/26/2022

  The request for records has been received and processed under Ciox invoice 389233584.  The Attorney *****************************. has been notified that the invoice is ready for payment and once payment has been received the records will be released to them.  Thank you

• Initial Complaint

  Date:09/01/2022

  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 was hospitalized at *********************** The hospital's patient portal does not contain my hospitalization's complete record and lab results. I had previously requested medical records from BJH and was never charged any fees. On Aug 24, I requested a copy of the report. As I have never been charged a fee for requesting my own medical records from BJH, I was not expecting there to be a fee for the records, let alone my own medical records. Moreover, the staff had only asked me to fill out an "AUTHORIZATION FOR RELEASE OF INFORMATION" form when I requested the records, with no staff ever disclosing to me, either through the form or verbally, that there was going to be a fee for the record. On Sept 1, I received a surprise bill (**********) from Ciox. I am writing to request that the $7.35 fee be waived.

  Business Response

  Date: 09/06/2022

  Good afternoon,

  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 (Invoice 385972946). 

  Thank you

  Customer Answer

  Date: 09/06/2022

   
  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,
  
  Zheyuan **

• Initial Complaint

  Date:08/17/2022

  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 applied for new health insurance on 8/1. Ciox was contracted by United Healthcare to process my medical records. It has now been 17 days, and I am close to losing my current medical coverage because we are in open enrollment and I do not know if I am being approved for this private insurance I applied for because of ****'s incompetence. The Ciox rep has been to my doctors office 3 times since the process was started. 8/3, 8/10, and today 8/17. All three times, a man named **** has failed to complete my records. Now, my open enrollment period ends next week, and my insurance agent informed me that **** wont be back to the doctor until NEXT WEDNESDAY 8/25. That is AFTER I have to make a decision on company healthcare for my son and I. I was getting this private plan INSTEAD OF company plan. So ****, and his incompetence, is now forcing me to get insurance I dont want, and has made a 3 day process to apply and be approved for a new policy with United Healthcare take over 3 weeks. **** is completely incompetent. Please have my records processed IMMEDIATELY.

  Business Response

  Date: 08/18/2022

  I will reach out to ****************** directly to obtain more information  on what medical facility he is requesting records from as I don't see anything in my system when searching his name. Thank you 

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17730749
  
  I am rejecting this response because:

  The request is from United healthcare and Freedom. It is from ************************ office on ********* in *****, ** 32625. 

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

  Business Response

  Date: 08/18/2022

  Ciox reference number ********* - The attached correspondence letter was sent to Freedom Life on 8/10/22.  We are awaiting the request letter from them. Thank you

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17730749
  
  I am rejecting this response because: The Dr has this letter. I spoke to them yesterday. This is a mistake by ****, your rep in this area. Please have **** go back today. 
  
  Sincerely,
  
  *************************************