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:04/16/2024

  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.

  I am writing to file a formal complaint regarding the billing practices and lack of transparency exhibited by NxGen in relation to the baby chromosomes screening service provided to me. My dissatisfaction stems from discrepancies in billing amounts, failure to provide clear communication regarding payment options, and the unilateral decision to bill me for a significantly higher amount despite coverage by multiple insurance providers.On March 24, 2024 I received an invoice from NxGen requesting payment of $834.96, purportedly due to being out of network with my primary insurance company. Upon contacting NxGen to inquire about the exorbitant balance, I was informed that a cash deal for the same service would only amount to $200. This substantial difference in pricing was not communicated to me prior to the billing process. While NxGen claims to have sent a text message before submitting my case to insurance, the message did not provide any information regarding the option to choose between cash or insurance billing. This lack of transparency is concerning and suggests deceptive billing practices. NxGen billed my secondary insurance provider, resulting in a statement indicating my responsibility for only $417, half of the amount they billed me directly. Despite this, NxGen opted to bill me for the higher balance, attributing it to both insurance plans applying the charges to my deductible. This decision to select the highest balance without my consent or prior agreement is unacceptable and demonstrates a disregard for fair billing practices.As a resolution to this matter, I request that NxGen revise their billing practices to ensure clear communication of payment options, provide refunds for any overcharged amounts, and implement measures to prevent similar occurrences in the future. Additionally, I urge NxGen to review and adjust their billing policies to align with ethical standards and prioritize the financial well-being of their patients.Thank you!

• Initial Complaint

  Date:04/01/2024

  Type:Sales and Advertising 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 business is very hard to get ahold of , they sent me a text saying I had a balance from over a year ago . This is the first notice Ive been sent and I spoke with the company before I even had the testing done and was told that my insurance would cover the testing . Now I apparently have an outstanding balance of almost $900.

  Business Response

  Date: 04/11/2024

  Hello,

  We apologize for any delay there has been in getting in contact with you. Our billing manager will be reaching out again to go over your account with us and will be able and willing to answer all your questions. If you have further questions, please contact our customer service team at ************ option 2. Thank you and have a great day.

  NxGen MDx

• Initial Complaint

  Date:03/28/2024

  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.

  I am writing to file a formal complaint against NxGen MDx regarding an issue with a bill for genetic testing services. Three years ago, I received services and was recently issued a bill for $249 for this service. Statement #******* The reason for my complaint is that I was not informed of any personal responsibility for the charges outside of my insurance coverage for the genetic testing at the time the service was provided, nor did I receive any billing statements until now. I find it unreasonable to receive a bill for a service that was provided three years ago without any prior communication.I have attempted to resolve this issue directly with NxGen MDx, but have been met with unresponsiveness and lack of return communication. Despite my repeated attempts to seek clarification and resolution, I have not received any satisfactory explanation for the sudden billing.I believe that the conduct of NxGen MDx in this matter is not in line with fair and transparent business practices. I expect to be informed of any charges associated with services rendered, and I should not be subjected to unexpected and unexplained bills years after the fact.I expect businesses to conduct themselves with integrity and to communicate openly and honestly with their customers. The actions of NxGen MDx in this matter have fallen short of these expectations, and I am deeply dissatisfied with the lack of professionalism and customer service.The endless stream of complaints on the BBB platform regarding similar billing issues with NxGen MDx suggests a money grab by this company, which is deeply concerning. It appears that this may be a systematic issue rather than an isolated incident, and it is alarming to see numerous consumers being subjected to similar unjust billing practices.I am seeking a resolution that includes a clear explanation for the delay in billing, proof of any prior notifications or agreements regarding charges, and a fair and reasonable resolution to this matter.

• Initial Complaint

  Date:03/04/2024

  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 received a statement regarding NxGen MDx stating that I owed $285.00 for Grnetic Testing. Ive never had any genetic testing done. Apparently this was done in Jens 2023.I contacted this company *************** and I was told to ****** the doctors name here in *******, ***** ****************************************** MD.. I contacted the **************** where this person workedthere was no one by that name.Then I contacted the BBB in ******* and they gave me this number616-774-8236. I then spoke to ****** and she emailed me this link.I appreciate your assistance in this matter.

  Business Response

  Date: 03/15/2024

  Hello,

  We apologize for the confusion and the trouble you have had getting in contact with us. This genetic testing was ordered by ****************** in June of 2023. If you have any questions about your account, please contact our billing department at ************ option 1. We hope we can clear this up for you!

  Thank you,

  NxGen MDx

• Initial Complaint

  Date:02/21/2024

  Type:Order 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.

  1-17-22 3 visits to ***************'s *** health care pop up testing site sent labs to an out of network provider without informing me that the lab was out of network prior to submitting labs and accepting my appointment.******** health plan is not covering the additional high-quality COVID-19 testing, which includes influenza and RSV for pediatric patients. The comprehensive Respiratory Pathogens Panel for those who are symptomatic but testing negative for COVID The Respiratory Pathogens Panel was not covered, but was upsold without warning that the additional panel/s would not be in ******************** network of primary care / in network labs. The main issue with the complaint is that they didn't submit this coding to my insurance until 10+ months after the initial visit. At that point it was already past the 6 month period where any appeals could have been made. Furthermore, I did not even receive a bill for this in the mail or any notification over phone that any additional payments / bills were due.*************************************************************************

• Initial Complaint

  Date:02/20/2024

  Type:Order 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 received a text on 10/23/2023 for an "estimated patient responsibility" for a date of service on 10/20/2023. I clicked on the link, proceeded to sign in, and the estimate I was given (Estimate ID ******* was $0. Never heard from the company again until 2/19/2024 when I received a "courtesy reminder" text that I have a balance with NxGen MDx. I was unaware of any balance so I shouldn't be receiving a "reminder" if I never received a notice and/or bill in the first place. I immediately called the billing department directly to discuss this erroneous bill but no one answered so I had to leave a message. I then called customer service later that day to speak with a live representative, who informed me that I must speak with billing so I was transferred to that department, again, and left another message. I then received a statement in the mail on 2/20/24 stating that I owe $164.50 so I proceeded to call the billing department, again, because I never received a call back from the day before and I was sent to their voicemail, again, to leave a message. This company does not answer or return calls. I need to speak with someone immediately informing them that I'm absolutely not paying a dime of this invoice as I'm not the responsible party. My OBGYN, who is a contracted and participating Provider with my health plan, sent my specimens to an out-of-network (OON) lab without my knowledge or consent. Per the terms of my referring physicians agreement with United Healthcare, they either have to obtain prior authorization to send my labs to an OON laboratory or get my informed, written consent to do so. Neither of which were done. If this company wants any more monies, in addition to what they were already paid by my insurance's OON benefits, they can either collect directly from the referring Physician or contact the vendor my Employer uses to mediate surprise medical bills. They need to clear my balance entirely and send a corrected statement that I owe $0 dollars.

• Initial Complaint

  Date:02/13/2024

  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.

  I received a bill today for a doctors visit that occurred in July of 2023. The bill was already paid for by insurance and I paid my ** pay fee. I have the receipts. In addition, one of the documents they sent me says "This patient is not liable for payment of services". So why was I sent a bill????I'd like to be **ntacted immediately by this **mpany to resolve this ridiculous matter.

• Initial Complaint

  Date:02/05/2024

  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 had testing ordered in January 2022and I was told my insurance should cover the testing, I would be responsible for the deductible. I received a bill in January 2024 for over $13500 and the code for my insurance says it is considered experimental. I do not know why it took 2 years for them to follow up with me or why I was told it would be covered. I have switched jobs and no longer have that insurance **** have called and left several messages for someone to contact me to discuss the bill. I would have expected $6000 for the deductible for out of network and this is unreasonable.

• Initial Complaint

  Date:01/30/2024

  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 recently saw my Gynecologist. It seemed that my issues weren't getting resolved, and they said they could send a test sample to ****** MD for further testing. Of course, I said all right, I needed some results. I recently received a bill from NexGen for $1,354.80 for vaginal testing. This is beyond anything considered to be reasonable. I called the number they gave for billing, and I did speak to a woman. When I asked about the outrageous charge, she told me that the charge was that much because my doctor provided insurance information for me to them, and that if the doctor had checked the box that said self-pay, the test would have been $149.00 total. So, they are attempting to charge me $1,205.80 over the actual self-pay cost of the test simply because my doctor provided them my insurance information. When I attempted to ask her further questions, she told me that someone from billing would call me. I had called the number and extension given for billing and assumed that is who I was speaking with. They have not called me back. I am happy to pay the $149.00 self-pay charge, but I will not pay over $1,200.00 more simply because they were provided with my insurance information. This is gross unfair medical billing practice.

• Initial Complaint

  Date:01/22/2024

  Type:Order 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.

  This company is very poorly run. My wife had some pregnancy bloodwork done a few months ago and there was an optional test through this company that my wife was informed about. The paperwork that she filled out had a box checked that said this company will contact her with what our payment would be after insurance to see if we wanted it. Financially hard times and we were quite price conscious. She checked the box and this company ran the tests without ever contacting us. To top if off the amount was almost triple what we were told it "might" be by the doctors/nurses. Now here we are with an outrageous bill out of nowhere about the size of a mortgage payment, and we keep calling and calling and leaving voicemails but cannot talk to anyone in billing. This is such a joke and causing unneeded stress on my household. Learn to do your job. Learn to read the paperwork. Learn to call people back. Absolutely disgusting how this is being handled. We literally filled out the paperwork stating NOT to run the test and you DID run the test, then tripled the bill.