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:04/20/2023

  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.

  NxGen MDx gave me an estimate of $200 patient responsibility for prenatal genetic testing services on December 2, 2022 after having reviewed my plan and deductible with my insurance provider. I agreed in writing over text. On February 16, 2023 I received a surprise bill for $834.96, more than quadruple the amount estimated. Since that time, I have attempted continuously to get a correction made to my account that even comes close to honoring my initial estimated responsibility of $200. I have discussed this issue with NxGen MDx, my insurance, and a Health Advocate program, none of which have provided any help. My household does not qualify for the Access for All program and there were no indications at the time of the estimate that I would need to qualify. My husband spoke once with the billing manager, who offered to lower the bill to around $500, still 2.5x the amount estimated and unacceptable to us. We have since tried to contact the billing manager to discuss a more acceptable payment amount and have been unsuccessful.

• Initial Complaint

  Date:03/21/2023

  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 was advised by my doctor to receive the ****tic testing for the cancer **** from my doctor since i have had a family member test positive for the **** and had cancer. I first attempted to call ****** about costs and the representative said that they have no idea what it would cost. I did find on their website that the cost of the testing would not be more then $250 out of pocket. My doctor had claimed that my insurance would cover it. I figured at $250 it was worth going through the process even if my insurance did not cover it and if that was the most I would be charged that it would be okay. I did the testing, got my results and moved on since I did not hear anything about the charge since I at this point thought that it was covered by my insurance. I then received a bill that totaled $883.34. I thought that this has to be a mistake. I called in and the representative said that I had failed to call them back and let them know if I wanted to go through my insurance or not. They stated that they sent a text message on 12/14 and that was the only way that they had reached out. I had 24 hours to respond. So since I did not respond they billed my insurance and instead of me just paying the $250 they now are getting 3 times as much. This is clearly a scam. I do not even know if these results are reliable. I was willing to go ahead and pay the $250 to a manager I got in contact with and let this all be settled. The best they said that they could do was $500. Sending one text message and giving someone 24 hours to respond to settle a bill is an extremely unethical business practice. If you know that the higher charge will occur if insurance is billed then find MULTIPLE ways to contact the consumer.

  Business Response

  Date: 03/22/2023

  Hello ********,

  We are sorry to hear that this has been your experience and we hope we can shed some light on the situation. Your sample was submitted by your provider with your insurance information and the "Option 4" box selected on the test requisition, which let's us know that you would like to be notified with an estimated out of pocket cost once we receive your sample. We sent a text message to you 12/14/22 with instructions to reply to the text or call our Option 4 team so they could get you that estimate. As patient samples are sent to processing immediately, we give patients a 24 hour window to respond before we proceed with the billing option marked on the requisition. Our billing/option 4 team did not hear from you after your sample was received. The only amount listed on our website related to your testing was the reduced cost available to patients who go through our Access for All program, which is still available to you if you apply and meet those qualifications. Again, we apologize for the confusion, please note our Option 4 program is meant to provide more transparency on the billing process so that we can avoid these issues with our patients. Please let us know if there is anything we can do for you or if you would like to apply for our patient assistance program. You can find more information about it here: **********************************************

  Best,

  NxGen MDx

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19631105
  
  I am rejecting this response because: I am offering to pay the $250 that I was told it would cost. Your methods of communication are not reasonable. 1 singular text message and 24 hours to respond is completely unrealistic to a consumer. Your business practices are clearly not in the consumers favor and you are putting profit over practice. I will pay the $250 to close this matter.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/02/2023

  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 had blood work done and was informed that i would get an estimate of the price before I proceeded with testing. On 11/7/22 I received a text from NxgenMDx asking if I would like an estimate of out of pocket cost for this test. I replied "I would like to go over cost via text". I received a text stating : After reviewing your insurance plan and where you are at with your deductible your estimated responsibility is $475.00. Please confirm that ****** MDx can continue processing your testing through your insurance. If we do not hear back from you we will continue to process your sample through the insurance." I immediately replied "No please do not proceed with blood test." On 2/25/23 I received the bill in the mail for ********. I called immediately during business hours and was sent to voicemail. I called 02/27/23 and left a message for a call back. Called multiple times throughout the day and tried asking customer service who only states they have a 24 hour call back time. I called numerous times 03/1/23 , no answer, left another voicemail. Replied to the text i received, went on their website, clicked the chat box and left my information. Repeated all the steps on 03/2/23 and still no response from this company.

  Business Response

  Date: 03/07/2023

  Hello,

  We apologize for our lapse in communication and the confusion we caused. The delay was extended as our team was trying to pinpoint the error and bring this to a resolution for you. At this point, our team has worked to clear the account balance for this patient and has responded to the patient directly. If there is any further we can do for you, please let us know. 

• Initial Complaint

  Date:02/28/2023

  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 had genetic testing done during my pregnancy to make sure that I was not at risk for any of the common genetic markers. Was assured that there would be no out of pocket cost. I receive a bill 5 months later for $13,936. I have called the company multiple times and have left voicemails but have not spoken to a single person once! I am due in less than a week and this is not the kind of stress I need!

  Business Response

  Date: 05/01/2023

  Hello,

  We apologize for the communication issues and the confusion surrounding the bill you received. NxGen MDx has made contact with the patient and has received the needed documentation to resolve this matter. If you have any further questions or concerns, please use the direct line *********************** provided and she will be happy to assist.

  Thank you,

• Initial Complaint

  Date:02/06/2023

  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.

  Just received a bill from them for $340 from a service that took place on 2/10/2020. It is 2/6/2023.. they wont answer the phones. 3 years ago.

  Business Response

  Date: 02/28/2023

  We are sorry there has been a lapse in communication from our team on this matter. We have coordinated contact with the patient on several occasions to explain the situation. If there is any outstanding questions or concerns, please reach out directly to *********************** at *********************. Again, we apologize for the confusion and wish to see this matter resolved as soon as possible.

• Initial Complaint

  Date:02/06/2023

  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.

  This company continues to bill me for services that I did not have with them! I don't know how they have my information on file but they continue to bill me and there is no proof I received any of these tests or treatments with them. Either they have the wrong person filing this information or they are continuing to try to charge me intentionally as malpractice.

  Business Response

  Date: 02/28/2023

  
  
  We are sorry to hear that there has been some confusion regarding the testing ordered. According to our records, your provider submitted an electronic test order on 10/18/2022 from their office in **************. The patient information for this order aligns with the contact information you have provided here. There are multiple patient identifiers that we use to confirm an order for a patient. I would suggest reaching out to your provider if they did not inform you of this test. 
  
  We submitted a claim to your insurance for this testing and unfortunately we are out of network with your plan and that is why you received a bill. If you would like to go over your testing and learn about your payment options, please call us at ****************** and our billing team would be happy to talk you through it.

  Again, we apologize for the confusion.

   

• Initial Complaint

  Date:10/07/2022

  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 received an email with an estimated bill for $250 for the generic testing with my pregnancy earlier this year. I waited for the bill to arrive and when it did it was almost three times what I was estimated. I called the company in July and they explained that because I didnt pay the estimate before they sent the bill they charged my insurance at a higher rate. I asked to escalate to see if we could come to a different resolution as this was not my understanding of the billing. They said a supervisor would be in touch when they returned from vacation in a week or two. I also reached out online with my complaint and they responded that they were escalating the issue for a resolution. I made the payment for the original estimated bill while they reviewed the situation but I never head back from the company. I tried logging back in to the view the billing in September and was notified via their bill pay system that I no longer had an open account with them. I assumed that meant they resolved the issue since I had made the original estimated payment already. I received a letter this week (October) that a negative item had been reported to ***** nexus. I called their NexGens billing department on 10/6 and after waiting on hold it prompted me to leave a voice mail which I did, I also sent a written follow up on their website. I called again on 10/7 and was told my remaining bill was already sent to collections even though no one from the company every called me back regarding my earlier attempts to resolved the issue. I asked to speak to a supervisor again and was informed the supervisor was stepping into a meeting and would call me as soon as it was done. Several hours later I still have not heard back from the supervisor with my dispute even though I've tried calling again. This is the third time in three months the company said they would reach out to me for a resolution and they have not but they still reported me to collections.

  Business Response

  Date: 10/11/2022

  I had an opportunity to review the complaint, pull the email communication and the voice recordings regarding this complaint.  We emailed ******************************* on 4-26-22 asking the patient to call us to discuss an estimate for the test. In the email we did inform the patient that if we did not hear back in 24 hours we would process the claim through insurance. As a courtesy we called the patient on 4-29-22 and no answer so a message was left for her. On 4-30-22 we processed the claim and it was sent through insurance as our original email stated. ***************** called our customer service on ****** and where we explained that the claim had been submitted through insurance and that by law, once a claim is submitted to insurance it cannot be canceled. Our policy agreement with Aetna for the test ***************** is $625, which goes against her deductible.  ***************** had not met her deductible and was billed for the full amount, which is required by law. In June, ***************** did call regarding her bill and during that time period we were upgrading our systems and while the called was logged the contents of the call were not.  She called us **** and we returned her call on 10-7-22.  She told us that she was told her cost would be no more than $250, we're not sure who communicated this to her, but we by law cannot discuss a maximum out of pocket guarantee when a test is sent through insurance. In summary, we reached to Ms ************* for an estimate and we did not hear from her so it was submitted through insurance as our email stated would occur.  By law we adjust this bill.  Please let me know if you have question.