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:06/13/2025

  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 recently started receiving texts from this company advising I owe $340. I have no clue what this is for and have never once received a statement or physical bill from this company. When I try to contact I cant reach anyone and when I go online it says I owe money but wont load any bill or statement so I can see if this is legit. Ive never seen an itemized bill or even a description/date for what this is for. I havent had any labs done in months and Ive met my deductible and out of pocket for the year with my health insurance. Feels like a scam.

• Initial Complaint

  Date:06/10/2025

  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.

  This company is asking me for payment for services rendered that have been fully paid for via insurance. The Doctor, hospital system, and insurance company have no record of this. It seems that according to the Better business bureau, this is standard fraudulent behavior for this lab.

  Business Response

  Date: 06/25/2025

  Hello,

   

  We apologize for the miscommunication, our billing team has taken care of this and a zero balance statement has been sent for your records. Thank you for reaching out and let us know if we can assist you further.

   

  Best,

  NxGen MDx

• Initial Complaint

  Date:04/10/2025

  Type:Billing 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 am filing this complaint regarding NxGen MDx located at NXGEN MDX LLC *******************************, concerning medical billing charges that significantly exceed what my insurance provider deems reasonable and customary.On 1/28/2025, my physician submitted labs for Genetic testing. After submitting the claim, my insurance company,***, covered the portion they considered reasonable based on industry standards and the providers network status.However, I was subsequently billed for a remaining balance of $1,079.36, which my insurer identified as being above the usual, customary, and reasonable (UCR) charges for the same procedure in this geographic area. These excess charges were not disclosed to me in advance, and I was not made aware that I could be responsible for such a large out-of-pocket balance.I believe this practice is unfair and possibly deceptive, as it places an undue financial burden on patients who rely on the assumption that in-network services will be billed appropriately.Desired Resolution: I am requesting that NxGen MDx either reduce the billed amount to reflect the reasonable and customary rate accepted by my insurance provider or waive the excess balance entirely.Thank you for your attention to this matter.

  Business Response

  Date: 04/11/2025

  Hi there,

  Thank you for reaching out. We apologize for the confusion, our team is committed hearing your concerns and exploring your billing options. We were glad we were able to connect and find an agreeable settlement. If you have any further questions please don't hesitate to reach out to our billing team at ************ option 1.

  Best,

  NxGen MDx

• Initial Complaint

  Date:03/04/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against NxGen MDx for their deceptive, unethical, and predatory billing practices. Their brochure from my ********* (****** and *******, ******, **) explicitly states they would provide an estimated out-of-pocket cost for my **** lab, yet I received no such communication regarding pricing or payment options. This failure to disclose crucial financial information is unacceptable.I underwent the **** test on 12/11/2024 and was blindsided two months later by an outrageous bill. NxGen billed my insurance, Anthem BCBS, an astronomical $2,560, saddling me with a $798.96 charge. Upon contacting NxGen on 2/19/2025, I was informed their self-pay rate is only $249demonstrating an outrageous and unjustifiable price disparity. It is unconscionable that patients with insurance are subjected to these inflated rates, effectively penalizing them for being insured.When I demanded to switch to the self-pay rate, NxGen refused, citing a requirement that I had to do so before my results were released. This requirement was never communicated to me, as per their obligation. This is not just deceptiveit is a blatant scam designed to exploit patients.I demand an immediate adjustment of my bill to reflect the $249 self-pay rate. NxGen MDx's pricing practices are fraudulent, exploitative, and must be investigated. Should this issue remain unresolved, I will escalate my complaint to the **********************, ***, and my insurance providers fraud department for further action.I expect a formal written response within ******************************************************************** additional legal and regulatory complaints.Sincerely, Jing ****

  Business Response

  Date: 03/10/2025

  Hello,

  Thank you for reaching out! We apologize for the miscommunication and for any confusion this has caused. We have reached out and have answered your questions and found a resolution. If any further questions or concerns come up, please don't hesitate to reach out. Have a great day!

  Best,

  The NxGen MDx Team

  Customer Answer

  Date: 03/11/2025

   
  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,
  
  Jing ****

• Initial Complaint

  Date:02/21/2025

  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 was scammed a huge sum of money and decided to contact a recovery company via their email address: harperjamesplatform @ g mail com they help me recover all my lost funds and profits. They are very honest and reliable with great support to answer your questions 24/7 service. They have good reviews online and they are the best ...if you need help with funds recovery you can always get in touch by mail and they can direct you to their recovery website. Everything about them is legit, their English is good ,I highly recommend them due to my experience and have finally got my $82,350 back. I'm so happy.

  Business Response

  Date: 02/24/2025

  Hello,

  Thank you for reaching out to us. It appears this message is sent to us in error, as the subject matter does not relate to NxGen MDx operations. Please reach out to our customer service team if you are in need of assistance. ************.

   

  Best,

  NxGen MDx

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 am writing to formally lodge a complaint regarding the pricing irregularities I encountered during a test for the baby at NxGen MDx. I believe that the charges applied were unreasonable, and I would like to bring this matter to your attention for resolution. Accouding to other data points, the price is much lower than it should be. The bill is now sent to a debt collector, I called NXGEN MDX to work on the **** ***** but they refused to talk. NXGEN MDX account number: ************** ccspayment reference: ***********

  Business Response

  Date: 02/06/2025

  Hello,

  Thank you for reaching out. We have connected and have resolved this issue. If any further assistance is needed, please reach out to our billing team. 

  Thank you,

  NxGen MDx

• Initial Complaint

  Date:07/05/2024

  Type:Customer Service 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.

  HORRIBLE COMPANY This bill is more than a year old.The customer service is beyond awful.This bill is for January 2023. I called them on 3/6/2023 to tell them that the bill is too expensive,I couldn't afford it.The staff told me that I can apply for finance. After that, I went online and submitted the required forms. I didn't receive any notification. I called again on 4/26/2023 to confirm and wanted to know what was going on. At that time, the staff told me that they had received my application and told me that I was eligible for this finance and told me that I didn't have to pay this bill. Currently, this bill has stopped. In 2024 I continued to receive the bill. I was curious and confused. I was told that I didn't have to pay this bill in 2023. On 3/26/2024, I called again and told them that I received a preferential bill. I forgot what the staff told me at that time. Then on 4/25/2024, I called them again to communicate. At that time, the staff told me that she would record my information and call me back later, but I haven't received a call so far. After that, our family moved out of the state. On 7/5/2024, I called to find out about the bill, and was told by the staff that the bill had been transferred to the collection and that I had to pay the full amount before she could help me remove it from the collection.1. I was very angry. The customer service is horrible, which caused the bill to be delayed. I was the one who took the initiative to contact them from the beginning to the end.2. I need the manager to call me back. I do not accept voice messages and reduce this fee for me.

• Initial Complaint

  Date:07/01/2024

  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 was billed for $988 for a bacterial vaginosis test. This is something I get thats reoccurring. They tested for way more than they should have including parts of the test thats not *** approved and then denied by my insurance. Those parts of the test were not asked for by me or my provider.

• Initial Complaint

  Date:05/17/2024

  Type:Order 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.

  After having labs done I received a text from NxGen MDx asking me to respond to review my out of pocket cost within 24 hours or they would bill my insurance as normal. I have never received a text from any lab about out of pocket costs so I asked what my out of pocket cost would be. They informed me my out of pocket cost would be $500 (the entirety of my deductible). I asked if this test is not covered by insurance and they said it is but my insurance doesnt cover labs until after my deductible is met (every other lab Ive had done this year was covered in full by my insurance without my deductible) I asked for the codes they would use to bill my insurance and they asked what codes I wanted. I told them I wanted the code that would be used specifically to bill my insurance, they sent me 8 different ones stating they dont know which specific one would be used. They then offered for me to pay a one time $149 payment and they wouldnt bill my insurance. I called my insurance and found out my labs are in fact covered and this is a scam from this company to scare patients into paying a lower price than the deductible and never bill insurance. This company shouldnt be allowed to stay in business

  Business Response

  Date: 05/20/2024

  Hello,
  We apologize for the confusion surrounding your testing. Our commitment to providing transparent billing starts with an automated cost estimate service for your testing. This is based on your current insurance plan and the status of your benefits. The generated estimate is only that, an estimate, and if you have met your deductible and your insurance reflects that, then this estimate is likely to change before your final bill. We apologize if this was confusing, as that is not our intention. To speak to your point about the *** codes provided, we were clear that the ones given would be the codes submitted; however, what will be covered by your insurance is out of our hands. We understand the insurance can be confusing, and we do not wish to add to that. That is why you were presented with alternatives when you expressed displeasure with your estimate. If there is anything else we can do to help or if you would like to know more information about your testing, please give us a call at ************, option 1.
  Thank you,
  NxGen MDx

  Business Response

  Date: 05/20/2024

  Hello,
  We apologize for the confusion surrounding your testing. Our commitment to providing transparent billing starts with an automated cost estimate service for your testing. This is based on your current insurance plan and the status of your benefits. The generated estimate is only that, an estimate, and if you have met your deductible and your insurance reflects that, then this estimate is likely to change before your final bill. We apologize if this was confusing, as that is not our intention. To speak to your point about the *** codes provided, we were clear that the ones given would be the codes submitted; however, what will be covered by your insurance is out of our hands. We understand the insurance can be confusing, and we do not wish to add to that. That is why you were presented with alternatives when you expressed displeasure with your estimate. If there is anything else we can do to help or if you would like to know more information about your testing, please give us a call at ************, option 1.
  Thank you,
  NxGen MDx

• Initial Complaint

  Date:04/20/2024

  Type:Billing 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 received a COVID test at a NxGen MDx testing facility on 12/30/2021. In September of 2023, I began receiving phone calls from NxGen, as well as bills in the mail regarding an outstanding balance on my account. At the time of my COVID test, I was covered by insurance, but according to my insurance company, NxGen never billed then for my test. I was being charged $100 for this test.Almost 2 years after this test, NxGen began attempting to bill me for a service that was covered by insurance. After multiple attempted phone calls and never being able to reach anyone in the billing department at NxGen, I finally was able to speak to someone on 10/31/2023. We confirmed the date of my COVID test and I was inaccurately told by the NxGen representative that I was not covered by insurance. I was instructed by the NxGen representative to call my insurance company and clarify the issue with them. After speaking with insurance, it was once again confirmed that I was covered by insurance on 12/30/2021, but insurance never received a bill from NxGen. According to my insurance provider, service providers have 1 year to bill insurance for services, and once that year runs out, insurance nor the patient is responsible for payment.After confirmed this coverage with insurance, I shared with the NxGen representative the information from my insurance provider and that any further communication should go through them.In March of 2024, I received a final notice from ************************* with NxGen MDx, stating that I had 30 days to pay my bill before it would then be sent to collections. The bill was lowered to $75, yet I am still not the one responsible for paying this bill. I sent a letter to ************************* and NxGen representatives regarding this issue, in an attempt to clarify the situation and further explain my non-obligation for this bill. Instead of doing the right thing, NxGen has sent my bill to collections, 11 days earlier than stated.I am an incredibly dissatisfied customer.

  Business Response

  Date: 05/20/2024

  Hello,

  We apologize for the confusion surrounding your testing. Our commitment to providing transparent billing starts with an automated cost estimate service for your testing. This is based on your current insurance plan and the status of your benefits. The generated estimate is only that, an estimate, and if you have met your deductible and your insurance reflects that, then this estimate is likely to change before your final bill. We apologize if this was unclear, as that is not our intention. To speak to your point about the *** codes provided, we were clear that the ones given would be the codes submitted; however, what will be covered by your insurance is out of our hands. We understand that insurance billing can be confusing, and we do not wish to add to that. That is why you were presented with alternatives when you expressed displeasure with your estimate. If there is anything else we can do to help or if you would like to know more information about your testing, please give us a call at ************, option 1.

  Thank you,

  NxGen MDx

  Business Response

  Date: 05/20/2024

  BBB of ****************: Previous reply from us was in regards to a different complaint, please do not post that response