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:07/12/2025

  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.

  I went to see a psychiatrist for the first time and they recommended I do a genetic test to see what medications would work best for me based on the genes that I have that respond to those medications. They never told me the potential cost or copay I could have and even said if I get something in the mail that I should ignore it and now I received a bill for $330. I want to make sure I am not getting deceived or even scammed because I was told to not pay anything and do not want to have to pay it if I do not have to or at least make sure I know this is legitimate.

  

  Business Response

  Date: 07/15/2025

  Good morning, 
  After review of your account, I see that we have a signed consent form from the patient. In the consent form it outlines that you may be billed $330 if your test is not covered by your insurance. In your case your insurance denied payment, which is why you were billed $330.00. 

  Having said that, I understand your healthcare provided did not properly advise you of the potential cost. And for that reason, I looked into if we could qualify you for our financial assistance program. I'm happy to report that you do qualify for our financial assistance at a cost of $0.00 out of pocket. I have gone ahead and made an adjustment to your account to reflect that. You should no longer receive a bill from us. 

  If you have any additional questions or concerns, please feel free to reach out. You can reach us at ************** M-F 6am-6pm MST

  Thank you, 

  ****** **

• Initial Complaint

  Date:07/11/2025

  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 am writing to formally file a complaint regarding the unacceptable handling of my genetic test sample by Myriad Genetics. My sample was submitted on June 20, 2025, and as of July 11, 2025, I have yet to receive any results, updates, or a clear explanation regarding the status of my test.
  
  Throughout this time, I have made numerous calls to customer service, only to be met with confusion, shifting excuses, and a complete lack of accountability. Each time I called, I received inconsistent information:
  • Initially, I was told there was no profile or account found for my sample, as if this were an error on my part.
  • I was later informed that Myriad had no knowledge of what panel or test was being processed, a disturbing admission given the critical nature of genetic testing.
  • On subsequent calls, I was told there were technical issues with a “new system” and that engineers were working on it.
  • The reasons for the delay have ranged from a missing phone number to a missing address, despite my providing this information during the initial submission process.
  
  The level of mismanagement and unprofessionalism I’ve encountered is deeply concerning, especially given the sensitive and time-critical nature of genetic testing. I entrusted Myriad Genetics with highly personal health information, and in return, I have experienced only frustration, confusion, and delay. To date, no representative has offered a definitive explanation or resolution, nor have I received the results for a test that could be medically significant.
  
  I am demanding an immediate investigation into the status of my sample
  If I do not receive a satisfactory response within 5 business days, I will escalate this matter further to the Federal Trade Commission (FTC), and relevant health oversight agencies.
  
  This has been the most appalling and disappointing experience I have ever had with a healthcare-related service. I will continue to document and submit formal complaints until this matter is resolved.

  

  Business Response

  Date: 07/15/2025

  Good morning, 

  After reviewing the account, I found that the results were sent to your ordering healthcare provider on Fri July 11th. We are still in the process of working with your insurance for claim processing which can take up to 60-90 days. We will follow up with a bill to the address on file if there is anything left for patient responsibility. 

  Feel free to reach out to us directly with any other questions. We can be reached at ************** M-F 6am-6pm MST

  Thank you, 

  ****** ** 

• Initial Complaint

  Date:05/09/2025

  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.

  In February 2025 I went for my doctors appointment. My doctor recommended genetic testing with my husband. I said I didn't want to do it without knowing the cost. She said that they wouldn't run the tests without first calling me, giving me the cost, and obtaining my approval. They did not call me, give me the cost, and get my approval. I'm now stuck with a very large bill I can't afford for both me and my husband, and neither of us ever received any results.

  

  Business Response

  Date: 05/12/2025

  Good afternoon, 

  In review of your account, I found that there is an issue with your insurance. Your insurance responded that the coverage on file is ineligible. We would ask that you please email a copy of the front and back of your insurance card to ********************** in order for us to get your insurance billed out correctly. If you have any additional questions, please feel free to include that in your email with your insurance cards or you can call us directly at 1-888-268-6795

   

  Thank you, 

  ****** ** 

  Patient Accounts Billing Department

• Initial Complaint

  Date:04/25/2025

  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.

  In March 2025, I went for my initial pregnancy scan. My doctor recommended genetic testing. I said I didn't want to do it without knowing the cost. She said that they wouldn't run the tests without the company first calling me, giving me the cost, and obtaining my approval. On the Myriad portal, my total cost estimate was $0. They did not call me, give me the cost, or get my approval. Now it's the end of April, and I get a bill in the mail for over $400. I wouldn't have consented the service if I would have known the cost upfront, which this company did not get my approval for. Very misleading and I plan to take this higher than just posting a complaint.

  

  Business Response

  Date: 04/28/2025

  Good afternoon, 

  After reviewing your accounts with us, I show you were sent a cost estimate of 0.00 out of pocket. I apologize for the incorrect statement that was sent to you however I have made the necessary adjustments to reflect a 0.00 owed. If you for some reason receive another statement showing anything different, please do not hesitate to reach out to us and we will make it right.  

  If you have any other questions or concerns. Our phone number is ***************

  ****** 
  

  Patient Accounts Billing Dept

   

  Customer Answer

  Date: 04/29/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This $0.00 owed is not reflected in my portal, and this does not settle both tests I have taken. I want to be sure that I have a $0.00 balance for both the Prequel Prenatal Screen and the Foresight Carrier Screen. When I log onto my portal all that’s stated for both is “your bill is being prepared or has been sent and is unavailable for viewing.” Until I get official communication from Myriad via Email stating that I owe $0.00 for both tests, I will not be satisfied with the response.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/29/2025

  Good afternoon,

   

  Per your request, an email has been sent to the email we have on file. This email confirms that you received a 0.00 CE for both accounts and should not be billed for anything out of pocket. 

  Feel free to reach out with any additional questions. 

  Thank you, 

  ****** ** - Patient Accounts Billing Department

• Initial Complaint

  Date:12/07/2024

  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.

  In May 2024 I went for my annual women's health checkup. My doctor recommended genetic testing. I said I didn't want to do it without knowing the cost. She said that they wouldn't run the tests without first calling me, giving me the cost, and obtaining my approval. They did not call me, give me the cost, and get my approval. I'm now stuck with a very large bill I can't afford.

  

  Business Response

  Date: 12/10/2024

  Good morning, 

  After reviewing the account in question for ********* ***** I found that the pt was sent a cost estimate for 0.00 on May 14 and according to our records, that estimate was viewed by the patient. Our system did send out a bill incorrectly showing an amount owed, however 4 days later the system self-corrected and adjusted the balance to 0.00. We are not currently attempting to collect any owed balance as there is nothing owed. 

  Thank you, 

  Javier R. - Patient Accounts Supervisor

  Customer Answer

  Date: 12/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because when I called the company in May, they told me I WAS responsible for the balance (approximately $800) and that I should file an appeal with my insurance. They did NOT send me a zero balance letter. They can send me one so that this can be closed.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 12/16/2024

  Good afternoon, 

  A zero balance statement has been sent to the patient using the email address on file. It shows that the account balance is zero and I advised in the body of the email that the account is closed and resolved. 

  Please let me know if you'd like any additional action in this matter. 

  -Javier R.

  Patient Accounts Billing Team

  Customer Answer

  Date: 12/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the last email I received from Myriad Genetic Laboratories was a test result announcement May 30, 2024. If they can email me about test results, then they are capable of emailing me a letter.
  
  
  
  Sincerely,
  
  
  
  ********* *****

  

  Business Response

  Date: 12/18/2024

  I apologize for the confusion. For whatever reason, the email did not go through yesterday. I have sent it again to *****************. Please let me know if you have any additional questions. 

  Thank you, 

  Javier R.

  Patient Accounts Billing Team

  Customer Answer

  Date: 12/19/2024

  
  
  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.  To the BBB, please remove my email address from the posted communications! 
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising 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.

  My doctor recommended BRCA genetic testing from Myriad Genetic Laboratories, ********************************************** because my maternal aunt had breast cancer and her daughter had breast cancer and confirmed BRCA gene. My doctor explained that, if I had this gene, I could pass it to my children. I was particularly concerned because my son had a gene cell tumor as a young adult. Myriad sent me a message saying that my testing was covered by insurance and my cost would be $0. Now my insurance has denied coverage for this testing and they say that I can do private payment only if I sign up for it before the results are completed! This is very misleading and unethical business practice. This company should be fined or put out of business for this kind of medical practice.

  

  Business Response

  Date: 10/02/2024

  Good afternoon, 

  After reviewing the account for patient *********, ***** I found that the patient was given a cost estimate of 0.00 out of pocket on June 8, 2024. I show we are working on an appeal with her insurance company as they did initially process a denial for the claim. Having said that, we always honor our cost estimates to our patients and of course will honor the cost estimate of 0.00 out of pocket given to *** *********. 

  If for any reason *** ********* receives a bill from us, she can reach us at ************** and we would happily make it right. 

  Please feel free to reach out if there are any additional questions regarding this matter. 

  Thank you, 

  Patient Accounts ********************** Department

  Customer Answer

  Date: 10/03/2024

   
  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,
  
  ***** *********

• Initial Complaint

  Date:08/27/2024

  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.

  *** of $149.95 taken from my account. Never received product in fact forgot what this was for. Would like a refund or call explaining what I was suppose to receive!!!!

  

  Business Response

  Date: 09/06/2024

  Hi ******************,

    We are unable to locate an account for you in our system. We would be happy to assist you with any concerns you may have if you have an account with ********************. You can call your billing office Monday - Friday 6am to 6PM MST at Phone: ************** or by email: ***************************************************. We have an online chat through Myriad.com as well.

  Thank you and have a great day

  Myriad Patient Billing Department

• Initial Complaint

  Date:08/19/2024

  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.

  I consented to Myriad genetic testing after I was told it would be covered by my insurance at my yearly womens well check. Myriad sent me a cost estimate on July 17, 2024, that estimated my cost would be $0. I understood both of these things to mean that I would be charged $0. On August 19, 2024, I received a bill from Myriad for $1,208.04. I called the same day and was told that I owed that much because I hadnt hit my insurance deductible yet and because I owed a copay. If true, why would they tell me that my estimated cost was $0? I only consented to the testing because I was told it was covered. I was not expecting to be charged anything, let alone over $1,000. Really deceptive, as I would have told them not to do the testing if they had informed me of the cost instead of waiting to send a surprise bill after telling me it would cost $0.

  

  Business Response

  Date: 08/20/2024

  Hi ***************************************,

  Per further review of your account I do see that you did review your cost estimate stating your oop cost will be $0 and we honor those cost estimates if they are viewed by the patients. Your account has been adjusted to $0.

   

  Thank you and have a great day

  Myriad patient billing department

• Initial Complaint

  Date:08/10/2024

  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.

  I was told that I would be called prior to them running my test to confirm I was okay with the amount. I was never called once i received no communication from them. I was also told my insurance covered the test and that my out of pocket would only be $244 but I just recieved a almost $3000 bill from my insurance which is absolutely insane! I would never agree to a test costing that much. It stated in my insurance bill that it was not covered even though myriad said that it was. I would never give the go ahead for that. Myriad is lying to it's customers and committing insurance fraud an I want something to be done about this! I am not paying that as I was flat out lied to. This is unacceptable.

  

  Business Response

  Date: 08/13/2024

  Hi *****,

  
     Thank you for reaching out to the billing department. I understand that some information from the insurance company may not be what you were expecting. If the Explanation of Benefits (EOB) from your health plan shows that the testing has denied or that you will owe a certain dollar amount, please do not be concerned.  We verified benefits prior to testing, and this is expected to be covered by your insurance.  If the claim has denied, we will file an appeal and will need some time to finalize the insurance billing.We will not bill you for more than the Cost Estimate that was sent to you, and you viewed on July 20, 2024, 8:14 a.m. PDT by email ************************* for $244.71.
  
  If you receive billing statement from Myriad, and the balance is more than $244.71, or presents any financial hardship, please call ************ or visit our website myriad.com and we would be happy to assist you at that time. Our business hours are Monday through Friday from 6 AM to 6PM Mountain Standard Time

  
  Thank you for contacting Myriad. Have a great day.
  Myriad Patient Accounts ********************** Department

• Initial Complaint

  Date:08/05/2024

  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.

  My OBGYN recommended I get tested for the breast cancer genes as I am at increased risk. I agree to the testing and was relieved when I got a cost estimate from Myriad of 0.00$- Ok great! My insurance covered everything right? WRONG. I later get a bill in the mail stating I owe roughly 1700 dollars. At this point I am confused so I go into my email to open up the cost estimate link again only to get a message saying "estimate unavailable because your bill is already in process". Oh brother, so now I do not even have any proof that it had originally said zero dollars. Apparently insurance covered round 4k of the whopping 6k bill. This is really dissapointing because I feel lied to and taken advantage of by a large medical company when I was only trying to protect my health.

  

  Business Response

  Date: 08/08/2024

  Hi ******,
  Per review of your account, I do reflect that you did get and viewed the Cost Estimate of $0. It looks like our system didnt adjust the account according to your cost estimate. I have made the adjustments on the account and send a zero-balance statement in the mail for your records.
  If there is anything else needed, please call ************.Our business hours are Monday through Friday from 6 AM to 6PM Mountain ******** Time

  Thank you and have a great day

  -Myriad patient accounts ********************** department