Business Profile

Health and Wellness

Datavant formally CIOX Health

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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: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
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

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Datavant formally CIOX Health is NOT a BBB Accredited Business.