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:05/29/2024

  Type:Customer Service 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 reaching out regarding a billing issue with Genova. They reached out to me for a $200 prepayment for a lab test. I did not respond as I did not order a lab test from Genova. Fast forward, I received a $2500 bill from them. I reached out to call them regarding this bill. They said I missed the window to pay the $200 so now my balance is $2500, but they will offer me a 75% off discount and my new total is $650. Genova never mentioned this on the voicemail. I explained to them that when my daughter's lab was drawn the office and not one person mentioned the lab tests were being run at Genova. Nobody reviewed costs or provided an explanation other than a food allergy test. I never filled out a requisition form for Genova. I have done Genova lab tests for 10 years , I am familiar with their process. I prepay for their tests. I then received a settlement letter to pay off my account in full for $610. I paid this via credit card. I have the bill as proof and the charge on my credit card statement. Then a few weeks later I get a collection letter from an attorney saying Im going to be sued if the balance is not paid in full for $2500. Then I get a balance due letter for ****** minus my $610 settlement payment. This whole billing process is a scam and this business is taking advantage of people!

  Business Response

  Date: 05/30/2024

  Hello,

  Attached, please find our business response to the complaint.  We have decided to accommodate Mrs ********** request to consider the account paid.  Additional details in the attachment.

  Best Regards,

  *******************

• Initial Complaint

  Date:04/30/2024

  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.

  My doctor recommend I take a NutrEval test provided through Genova Diagnostics. I was the first patient this test was ordered for at my doctors practice. Genova Diagnostics told by my doctor that the NutrEval test would cost $458. My doctor ordered the test and entered the requested information including my insurance on their site. I have in and out of network insurance coverage and had met my deductibles prior to the test. I made an initial payment of $179 and received the test kit. The insurance company processed the claim and paid Genova $256.70. I then received a bill from Genova for $279.30. I received my Explanation of Benefits showing their payment to Genova and the patient responsibility of $64.17. I questioned the amount owed since the test was only to cost $458. The $179.00 plus the $256.70 and the $64.17 total $499.87. I spoke with my insurance company; they told me my only responsibility was the $64.17. I made the payment of $67.14 (I inadvertently transposed the numbers). Subsequently, I received another bill from Genova for $212.16. I called the insurance company again and told them that I received another bill and phone call from Genova requesting payment. My insurance provider communicated to Genova that they could contact them to negotiate payment but that the members liability would not increase. I also spoke with a customer representative at **********************. They told me it didnt matter what the insurance paid, that my responsibility was $458 and that I should not have gone through insurance. The insurance company and my doctor told me not to pay anything additional. I was told the test cost $458 and Genova received $502.84 in payment. I received multiple statements, phone calls and emails from Genova requesting additional payment and threats of further action of collections. For the past eight months, despite multiple calls from my insurance company on my behalf to Genova to settle this matter, it remains unresolved.

  Business Response

  Date: 05/02/2024

  Hello,

  Attached, please find our business response to the compliant.

  Best Regards,

  *******************

  Customer Answer

  Date: 05/03/2024

   
  I am rejecting this response because:
  

  Dear Better Business Bureau,
  
  Thank you for submitting my complaint (#********) to Genova Diagnostics on May 2nd, ********************** their reply.  I was disappointed with their response both from a factual standpoint and their unwillingness to try and resolve the issue.  As stated in my first correspondence Genova Diagnostics told my doctor that the NutrEval test would cost $458 in total. They did not specify that was my portion only; as described by *********************** in his letter dated 5/2/2024.  In fact, they received $502.84 reimbursement between my payment and that from my insurance company.  Additionally, I have communicated directly with Genova Diagnostics on multiple occasions and in conjugation with my insurance company to request they correct their billing error to no avail.  What can we do to bring this to a mutually beneficial conclusion.

  
  

  Business Response

  Date: 05/03/2024

  Given that the account has been forwarded to an outside collection agency, we recommend they be contacted to discuss settlement of any outstanding balances.  Their contact information can be found in the business response.

  Best Regards,

  *******************

• Initial Complaint

  Date:04/08/2024

  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.

  On September 7, 2023 stool samples were taken and paid for with a discounted price. Genova is now demanding more than the discounted price without any letters of warning. They are threatening collections on this matter and not willing to honor the original discounted rate after being paid by me as well as two payments from insurance.

  Business Response

  Date: 04/09/2024

  Hello *******************,

  My name is **** and I work in the billing department at Genova Diagnostics.  In reviewing the accounts we have on file, I do not see you listed on the account as an authorized representative.  HiPAA guidelines prevent us from disclosing private health information unless specifically authorized by the patient.  I do see that you called and spoke with someone else recently regarding the account in question.  While I can't supply specifics in this message, what I can say is that we can still offer the same settlement our representative disclosed in your previous conversation.  No additional discounts will be offered at this time as the appropriate notifications were mailed concerning any balances due, including expiration of any discounts.

  For full details, please have the patient contact us to list you as an authorized representative on their account.

  Best Regards,

  *******************

• Initial Complaint

  Date:04/08/2024

  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 claim was denied by my insurance company the first time because the company did not submit the proper documentation to show that the test had even been performed. I called my insurance company who told me that they had never received the test results. After a bunch of legwork on my part I got them to send the results. The claim was just denied again so I called to figure out why. My insurance said its because Genova diagnostics should not have run this test, they are not authorized to run this test and are operating outside of their scope of practice, and that it would be the equivalent and I quote of a podiatrist billing a well womans visit. I want my balance of $169 to be zeroed out and I want to refund for the initial $85 that they took from me automatically in the beginning when they ran the test. At no time was I told that they were not accredited and that they were running tests that they arent even sanctioned to be running. How can I even trust the results were correct if they arent even qualified to run the test?

  Business Response

  Date: 04/09/2024

  Hello,

  Please see attached business response.

  Thank you,
  *******************

  Customer Answer

  Date: 04/09/2024

   
  I am rejecting this response because:
  
  I have no proof they ran the test, neither does my insurance.?Further, they have not provided me with test results nor with an itemized receipt. When I try to access them on their website, their portal does not find these items See attached. How am I supposed to even believe they ran the test? I want the itemized receipt with the *** codes showing my balance has been paid in full (which it has) and the test results sent to me. 

  *****
  
  

  
  

  Business Response

  Date: 04/10/2024

  Hello *******************,

  I'm sorry to hear that you had trouble accessing your results.  In order to access the results online, you would need to have supplied your SSN with your order, which is a requirement to protect your health information.  This is why the results do not appear when you log into the portal.  We did send the results to your ordering physician on 10/23/23 and your insurance company on 01/16/24.

  I just sent over a secure email with the results attached for you.  If you don't receive the email, please contact us at ************ with your order number and we'll attempt re-sending them.  I've also attached a statement reflecting your payment as well as the $0 balance for this invoice.

  Thank you,

  *******************

• Initial Complaint

  Date:04/08/2024

  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.

  On August 15, 2023, I filled out the request for a laboratory test with Genova, and entered all of my insurance information. The site explained that my responsibility, after providing my insurance information, would be $189. I paid the invoice and that was it. On March 1, 2024, 8 months later, Genova sends me an invoice saying my insurance "denied my claim." I have a high deductible plan, and whether they deny or accept the claim has no impact on the amount of my responsibility, so this seemed like an error. When paying bills, I got around to calling Genova billing on April 8th to see if there was a mistake, since the explanations provided are inconsistent (did they check with my insurance to determine I owed them $189 or not?). The woman on the phone in billing explained that Genova does not check my insurance and that they had no idea what my responsibility would be when I paid the $189, it only appears that way when I provided my information and they told me based on that what I owed them. In this case, I was deceived into thinking that they did check, and that I only owed $189, and that is the only reason I ordered the lab work. My insurance has an $18k deductible, and I knew I hadn't reached my deductible (not even close to it) and Genova had access to this information as well, and led me to believe that they had checked it! They now claim I owe them an additional $289 and as I noted above, with no explanation as to why they didn't check my coverage prior to my order despite leading me to believe that they did! I am requesting they credit the $289 despite whether they were deceptive intentionally, or whether it was a mistake. In any event I would not have purchased the services if they hadn't told me that was my responsibility, so whether careless, incompetent, or intentionally deceptive, I don't believe I owe the money. I will be filing a claim in small claims court if not resolved prior.

  Business Response

  Date: 04/09/2024

  Hello,

  After review, we have decided to accommodate the request from the customer for the adjustment of $289 from his account.  Please see attached business response for full details.

  Thank you,

  *******************

  Customer Answer

  Date: 04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/02/2024

  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.

  The original price shouldve been $200-$299 and they were supposed to get back to me with the exact charge and never did and now the amount of the bill is $629.09. Please assist as I refuse to pay for a cent over the first amount.

  Business Response

  Date: 04/05/2024

  Please see attached business response.  We have reduced ******************* balance down to $298.99.

  Best ******************************************************* Manager

  Customer Answer

  Date: 04/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/19/2024

  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 was told by my dr that cash price for testing was $429 and thats the most I would pay. But I can bill insurance to pay less. Fast forward to when bill comes - I know owe $$458 which is the $179 I prepaid, plus $191 insurance paid, and then the remainder still due. I called the company to ask how someone with no insurance could pay less than me? Any other company Would honor the *** out of pocket for someone without insurance, not request more money. I know its only $30 more but its principal. I was expecting LESS than $429 since insurance paid 191. The woman I spoke with belittled me saying I dont understand insurance. I understand perfectly! What I dont understand is how a company can offer a $429 *** and then make you pay more because they didnt get enough from insurance.

  Business Response

  Date: 03/19/2024

  Hello,

  Please find the attached business response and reach out to us if you have any additional questions.

  Best Regards,

  *******************

  Customer Answer

  Date: 03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/22/2024

  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.

  On December 17, 2023, I made an online payment to Genova Diagnostics in the amount of $179 to receive a stool kit. I received the kit, shipped the samples, and received the report via email upon request. On February 20, 2024, I received an invoice in the mail for $1,297.19. When I called the company to ask what this charge was for, they said that their website stated that there could possibly be additional charges. I did not see any mention on the website for additional charges, nor would I have imagined I'd get billed over $1,000. The representative got snippy with me and said I should have asked myself, why would I continue with my order when I cannot afford "additional charges." I have no means of affording this bill for $1,297.19, and would never have bought the stool kit had I known there would be further charges that I cannot afford. This business practice is disingenuous and the website is misleading. I am requesting that this $1,297.19 charge be reversed. Thank you.

  Business Response

  Date: 02/28/2024

  Please see attached business response.

  Best Regards,

  *******************

• Initial Complaint

  Date:01/26/2024

  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 ordered a home lab kit and had bloodwork done through Genova Labs called 'Metabolomix+'. The results I receive are medically impossible according to my hospital Hemotologists / Oncologists (2 doctors). They both verbally told me that several of the tests shown on the Genova report CANNOT be accurate for me. *** My extensive hospital blood testing for the last several years has been consistent. The Genova Metabolomix+ tests were completely opposite in more than 5 areas. One doctor even wrote in the hospital visit notes (attached )"***** brought in some paperwork carried out by a non-*** approved lab that assesses dozens of nutrients (some of which I am not even familiar with) Some of the results (eg B12)are DISCORDANT with our lab results". I have a history of extensive blood tests at ********* ******** hospital in the last 2 years ********) and the Genova results were entirely opposite in several areas tested. I contacted Genova asking for either retesting or a refund. Their only response was that I should spend $75 more to consult with one of their doctors. I am seeking a refund as the item was not as accurate or valid.

  Business Response

  Date: 01/30/2024

  Please see attached business response.

  Thank you,

  *******************

  Customer Answer

  Date: 01/31/2024

   
  I am rejecting this response because: the Genova response does not explain how in MULTIPLE areas my results could so completely contradict the FOUR HOSPITAL PERFORMED LAB TESTS SPANNING 2 YEARS.   Both my hematologists say the Genova results CANNOT be accurate.
  
  

  Customer Answer

  Date: 01/31/2024

  I am seeking a full refund as the product did not deliver accurate results according to my TWO hematologists 

  Customer Answer

  Date: 02/01/2024

  I am rejecting this response because:
  

  the Genova response does not explain how in MULTIPLE areas my results could so completely contradict the FOUR HOSPITAL PERFORMED LAB TESTS SPANNING 2 YEARS. Both my hematologists say the Genova results CANNOT be accurate. I am seeking a full refund as the product did not deliver accurate results according to my TWO hematologists 

  
  

  Business Response

  Date: 02/02/2024

  As mentioned in our response, there was no error found in the processing of the tests ordered by Mrs. *****.  We strongly encourage a consultation with a physician who is familiar with the services ordered.  We will not be authorizing a refund at this time.

  Thank you,

  *******************

• Initial Complaint

  Date:11/13/2023

  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.

  Genova fraudulently charged me 3 times despite me approving payment only once. They proceeded to claim I approved payment 3 times even though no such evidence has been provided and refuse to refund me the money prior to 60 business days which is effectively 3 months!

  Business Response

  Date: 11/16/2023

  Thank you for the opportunity to response to this customers concerns.  We agree with the customers statements, and will be proceeding with an expedited refund.  Please see our attached response for full details.

  Best Regards,

  *******************