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:05/18/2025

  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.

  Genomind charged my insurance and my insurance billed me $5000

• Initial Complaint

  Date:01/30/2025

  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.

  5/24/24 I had a genetic lab test done ordered by my medical practitioner. I paid $399 out of pocket as per their policy as the test was considered out-of-network for my insurance and that would be my only responsibility. They proceeded to have a 3rd party company *** Acquisitions bill my insurance company for > $5000. I received a *** from my insurance company saying that they were paying part of it and I could be balance billed for the rest. The insurance company sent me a check for the partial bill. I have not received any bill from this other company and Genomind said they would not bill me for more than the out-of-pocket I already paid but they want me to send them that check from the insurance company. I am not going to do that. I am calling the insurance company and reporting this here.

• Initial Complaint

  Date:11/12/2024

  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.

  Genomind required that I pay up front for lab services in case my insurance did not cover their services. They did not get pre-approval in advance, even though they requested I give them my insurance information in advance. I asked if they would get pre-approval, and they said they do not do it that way. I paid $399.00 with the understanding that they would refund any amount insurance paid on my behalf. I received my *** and the insurance paid $533 (they submitted requests for way more than $399, which they told me was the full amount) ************ said my responsibility was $125.09 and that I was not responsible for any more than that. Therefore, Genomind owes me the difference of $284.08. I called them as soon as receiving the *** on 5/31/24 and they said they would mail a refund. I called again on 8/7/24, 9/19/24, 10/7/24/ 10/10/24, and 10//22/24 (this last time talking to supervisor **** Vorta) and each time they said a check was being processed and I should receive it soon. Multiple times they told me someone would call me back with an update, but no one ever followed up. The supervisor **** said he has no way of knowing when I will get it or no way to follow up, as he sends the check request for approval and it is out of his hands. He said he cannot tell me who to contact above him because he just emails to the "lab" for a refund. No one will take responsibility and I still have not received the refund.

• Initial Complaint

  Date:10/22/2024

  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.

  On August 23rd, I paid $399 to Genomind because I was told that because I had health insurance, the cost of the testing would only be $399. Genomind billed my insurance $5898.13, and I now owe $3651.48 to my insurance company. This company is extremely misleading and I was told by Genomind and by my healthcare provider I would only be responsible for $399. I am looking to have this issue resolved.

• Initial Complaint

  Date:06/06/2024

  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.

  On 12/5/2023, I got DNA testing through Genomind that was supposed to cost $200. The prescribing physician and Genomind were sure that $200 was the cost, and some of this would likely be refunded by insurance. Now that the claim and appeal were denied due to Genomind's own incorrect medical coding, they want $5,898.13 from us.==Details==Initially, insurance sent us a letter denying the claim. My representative at an insurance advocacy organization said that the treatment was valid, but that the claim was mis-coded. My spouse called the insurance company directly, and their representative said something similar.Genomind wanted the opportunity to file my one and only appeal and correct the medical coding, which I consented to. Apparently, they got the coding wrong again. Here's part of the appeal response I got from the insurance company:"""**Your appeal**GENOMIND *** filed an appeal for a review of the coverage decision related to the services that you received from Genomind, Inc. on December 5, 2023. I understand that an appeal was requested because these services were performed at the discretion of your physician, and this provider believes that they should have been covered under your plan. As a result, they are requesting that I have the claim for these services processed to allow coverage.**The decision**After thorough review, I am unable to comply with your request to have the claim for these services processed to allow coverage under your plan. Anthem has informed Genomind, Inc. of concerns regarding aspects of their billing/coding practices for the procedures billed in this claim. As a result, Genomind, Inc. has been placed on pre-payment review. The **************************** has developed guidelines related to the use of certain codes and has detailed instructions on what must be done and documented by the provider to warrant their usage. Providers are required to keep up with the coding guidelines that impact the services they provide."""

• Initial Complaint

  Date:05/30/2024

  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.

  First Monetary amount sent to them was $399.00 on Nov 16 when talking with their billing department i stated i did not have a lot of money and they asked for my insurance info, they said it would be covered under my insurance and that i would be over my deductible, which would make it so i would not have to pay much, they sent the package to collect my sample and i sent it back to them and got a notification on Dec 7th saying they had received the sample. they than decided not to hav eteh claim go through to my insurance until jan 3rd which makes it so it hits the 2024 deductible amount not my 23rd making me have to pay $1759.54 out of pocket. I contacted my insurance provider *********** Blue Shield) they said that i just need to get Genomind to change the date back to 2023. I contacted Genomind and kept getting the run around and escalated for months and no i got a email on 5/30/2024 saying they refuse to change the date and i am responsible for the full $1759.54. I called my insurance provider and told them what happened and told them teh dates and they said i should contact you guys

• Initial Complaint

  Date:04/30/2024

  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.

  After working with my psychologist I purchased a Genomind saliva test to assess the efficacy of my current medicine. I paid $399 from my personal credit card after speaking to a Genomind representative who assured me this is the most I will need to pay for the report. Once the report was complete Genomind sent a claim to my insurance company for over $5k (thats right..). My insurance company of course denied the claim, however my Medical Reimbursement Account which is set to auto pay was debited $169.73. I think this is all that was left in my MRA fortunately otherwise it could have been way worse. I called and emailed Genomind and below is their response. In short, deceptive, predatory, scammy, whatever you want to call it. Do not purchase! "Thank you for contacting the billing team. We have reviewed your account and your refund request for the payment of $169.73. We will not be refunding this amount as a consent was signed by you that allows us to seek payment which includes FSA (see below). It is not in our control that your insurance paid through your FSA plan, which means that the payment received is valid. You may need to discuss this matter with your insurance, your FSA/HSA account, or the administrator of your plan. I hope this clears up this matter."

• Initial Complaint

  Date:02/12/2024

  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.

  Yes you get results from this company but they are scamming people. You think you are only paying $399 for a test but later they hit your insurance with a 5k claim. My insurance shows they will only cover $800 of that. I am not paying for something that I didnt consent to. Its absolutely disgusting what they are doing. I am looking into pursuing this legally if they insist on charging this new not agreed upon amount.

• Initial Complaint

  Date:11/20/2023

  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.

  We were referred to Genomind through our pediatrician who ultimately ordered the testing. We were told that we would only be liable for the up-front payment, so we agreed to pursue this line of testing. We paid the initial $399 patient payment portion up front to Genomind on 6/23/23. Before we even received the testing kit, it appears that Genomind tried to bill our insurance company $5,898.13 under the name *** *********** ** for services simply labeled as "Laboratory." Nowhere on the claim details is the name Genomind even listed (we only discovered the link while ******** the company and digging through various websites). And certainly, nowhere along the line were we informed that there would be additional costs associated with the genetic testing aside from our $399 payment. Thankfully, according to our EOB, our insurance company denied this previously undisclosed cost and sent a letter to the provider requesting additional information (to which they did not receive a response to our knowledge). So far, we have yet to receive any further communications from Genomind or our insurance company related to the testing, but we want to make sure we don't end up in collections over something we were never informed about up front (hopefully we will not be held liable since our state has laws against surprise billing practices). Either way, the whole thing seems fraudulent.We were not aware until recently of a lawsuit between Genomind and our insurance company, so that might explain their use of a different company name.

• Initial Complaint

  Date:10/23/2023

  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.

  In March 2023 my son's pediatrician recommended genetic testing through Genomind to understand why types of medication would be most effective. I called Genomind and was told it would cost $399 for genetic testing. I paid the $399 and received the saliva kit. I submitted the kit and received my son's genetic results. In June 2023 I received a bill stating that I owed an additional $790.60 and saw that my insurance paid $1784. I was never told nor made aware that I would incur additional fees. If I had been, I would not have pursued this testing. I feel that I was misled to believe that the total fees were $399 and should not be made to pay the remaining $790.