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:11/28/2023

  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 experience with invitae has been a NIGHTMARE! I was ordered to get a connective tissue panel from my geneticist. The ********* center assured me multiple times that it was 100% covered/billable by insurance, no cost to me. If it wasn't covered through insurance, it was 100$ self-pay. I called Aetna on October 20 to verify this was covered. I tested on *****. Nov 2, I started receiving emails from Invitae saying "The invitae billing team has reviewed the insurance information provided for your test...This test is not covered by your insurance. You owe 250$." 11/3, I emailed the billing ***** case #********. They respond saying "the self pay rate is 250$ and they currently do not have information to meed medical necessity by insurance." I called **** at the billing **** for the *************** again verifies this is not true, they have a "representative" from invitae that visits monthly & they have a contract. Daily emails for 250$ stating "To avoid any potential delays, please make payment as soon as possible." I email & call again ****, case #********. Response on 9th states that they could not recieve medical necessity from provider, "therefore, the order was switched to self-pay. Most patients pay 100$ for testing when insurance is available." Aetna has no bill from invitae. Invitae website says "out of pocket cost for a patient using insurance is less than 100$" and with insurance "if you owe more than 100$, you'll recieve a call from our billing team." I was tired of fighting so paid 250$ as they held my results hostage, with ***** saying i could submit for reimbursement. As soon as I paid, the bill is NOT itemized with codes AND it says "this is not eligible for insurance reimbursement." I am disgusted and feel totally scammed! I see multiple complaints of the same nature and demand I be reimbursed at all cost! They are using "reps" that give fraudulent billing information to susceptible patients, who are at their **** end for seeking answers!

  Business Response

  Date: 11/29/2023

  Hi there, 

  We apologize for any issues you've experienced using our services. Our billing team will reach out to you directly to resolve this issue. Thank you and have a nice day. 

  Best, 

  Invitae

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20930583
  
  I am rejecting this response because:
  Your advertised billing services on both the website and through representatives that work with geneticists offices are fraudulent and unethical! The response I received made zero attempt to negotiate with me nor refund me. There was no attempt to bill my insurance, yet, Invitae HAD all of my insurance information in hand when I called! 5,086$ through Aetna (which I have met ALL OUT OF POCKET MAX ***** deductibles) or if you report no insurance, 100$? Website says if you have insurance, you pay NO MORE than 100$.

  I will be very sure to post reviews ***** complaints to every board ***** DHHS. I will contact my local news agenciess investigative reporter (I know her well) to make this story. My referring provider for this test is the leading breast CA doctor at the ********************* in *******, **. It is of my due diligence to inform every patient, and prospective patient, of Invitaes deceptive and unethical practices! 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/25/2023

  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.

  I took an Invitae **** test (since I have a sibling with stage 4 cancer and who has tested positive for the **** ***** and paid them $250.00 for the test over the phone on 11/1/23. They emailed me confirmation of the payment on 11/1. It is now 11/25 and I have now received an email and a bill through the mail stating I havent paid my bill. I have called them several times over the past week and forwarded the email they sent to me showing proof of payment as well as a screen shot of my **** receipt. They still have not handled the problem or have reached out to me. It shouldnt take this long to fix the problem. If anyone is needing testing done, I highly recommend you ask your medical provider to use another company, such as ******. My sisters doctors use ****** and there werent any issues. They said ****** has wonderful customer service. I wish I went to ************************** and saw the reviews on Invitae before doing my test through them. No one should have to deal with this during an already difficult time.

  Business Response

  Date: 11/27/2023

  Hi there, 

  We apologize that you've had a bad experience using our testing. We will have our billing team reach out to you directly to follow up on your inquiry. Have a wonderful day. 

  -Invitae 

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20915558
  
  I am rejecting this response because: the issue is not resolved. I paid my bill on 11/1 which was before it was due. I received bills via email and **** last week. I called Invitae a week ago to have it fixed and sent proof of payment. A week later, they still havent fixed their mistake. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/21/2023

  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 received an original email from Invitae to Register for a generic test my health care provider/Midwife ordered for me. I completed this and then the next step on their website was to order the test. The genetic carrier screening was the available option and so I selected this and completed the order providing the required payment. I then immediately realized this was the wrong test and immediately emailed customer service to cancel the order and request a refund. The company then replied that they would cancel the order but mentioned nothing about the refund. I then inquired about the refund again and they told me that would not be able to provide that to me because a third party service vender (PVN) had actually taken the payment even though my credit card statement reflects the charge is by Invitae corporation. After this review going to several levels up in the company they replied the best the could offer me was a 10% discount on my test, if I chose to compl that using this company. I work in healthcare and am very familiar with insurance and processes, policies, procedures, etc. but this is by far the worst customer service and policies I have ever encountered. I will not be using this company for my test or any others in the future. They informed me the responsibility of providing the refund would not fall on Invitae but PVN. When I called PVN they advised me they do not handle any billing and I would have to reach back out to Invitae. There seems to be poor communication with these two companies and the responsibility would for them to handle it between themselves, not me as the customer who followed all expected actions to immediately remedy a mistake that now in hindsight seems like a purposeful scam to make money by this company. Also at the time when I selected the wrong test the correct test option did not exist and was not shown, although I received the original email. Then at a later date without any further action on my part I received another email that the correct test was being shipped to me. The user design of their app/website is not user friendly and very confusing and seems to be structured to capitalize on a customer who is vulnerable. Also now seeing the amount of other complaints through the BBB about Invitae solidify my choice to never use this company in the future.

  Business Response

  Date: 11/22/2023

  Hi there, 

  We are so sorry to hear that youve had a tough experience using our services. Wed like to make this right, client services will contact you shortly to discuss your issues. 
  

  thank you and have a great day, 

  Invitae

  Customer Answer

  Date: 11/23/2023

  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:11/20/2023

  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 was shocked when my results came back clean since I know for a fact I at least have VUS mutations on several of the genes my doctor ordered tests for. That was why I requested this supposedly medical grade deeper look. I since requested the file which their website says they will send, three times, allowing time between each request. We are only talking about attaching a file to an email. I want to see the file and compare the results with my other results as I suspect the entire test is inaccurate or there was a mix up. They should rerun my test and get it right this time. For the price you pay, I expect to get accurate results and a copy of the *** file as they state on the site for my own records.

  Business Response

  Date: 11/21/2023

  Hi there, 

  We apologize that you are seeing delays for your request. We encourage you to reach out to our client services department at ***************************************** or by phone ************. They will gladly send over anything you need. Thanks, 

  Invitae

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20897611
  
  I am rejecting this response because: As I said in my complaint I have already reached out to them using the given email and phone. I have already mailed the given email twice with no response at all and called twice. Once I was told they would send me the *** file and they did not. They second attempt I was placed on hold for 15 minutes before I was hung up on. They can email me the *** file as they are supposed to do according to their website so that I may check my test results against my raw DNA from my previous sources tests. This is not resolved until they send me my data.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2023

  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.

  We were facing some challenges with our daughters health. Our geneticist recommended taking and invitae swab and send it in for results. They mentioned it was around $100-$200 out of pocket for self pay which we opt for. Weve done 2 and now weve received an explanation of benefits stating invitae has charge $6,000.00 for one to our insurance and a similar amount for the other test! We didnt give them any insurance info and were hopeful to pay the expected out-of-pocket cost. Not sure what to do but Im hoping this claim gets resolved and removed from our insurance.

  Business Response

  Date: 11/17/2023

  Hi there, 

  We apologize that you experienced issues with our services. We encourage you to reach out to our client services department at ***************************************** or by phone, ************. 

  Thank you. 

• Initial Complaint

  Date:10/30/2023

  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 July 24, 2023, my genetic counselor at ****************************** ordered genetic cancer testing on my behalf through Invitae. On 7/28/23, Invitae provided an out of pocket estimate of $80 - $130 total for the testing. Additionally, their website states that through insurance coverage 86% of patients pay $0 and 94% of patients pay less than $100. On October 20, 2023, I received a bill from Invitae for $950.28 which was the out of pocket cost for which I am responsible to pay. I called Invitae and was told that the $80-$130 was an estimate but there are "different factors" and despite having the estimate and insurance coverage and website claim that 94% of customers pay less than $100, I owe $950.28. I paid the bill to avoid collection issues but absolutely dispute the unfair billing practices of this company and their out of pocket estimate claims.

  Business Response

  Date: 10/31/2023

  Hi there, 

  We apologize for any inconveniences you've experienced using our testing. We have escalated your review with our billing department and they will reach out to you to discuss how to fix your issue. Have a great day. 

  Best, 

  Invitae

  Customer Answer

  Date: 11/01/2023

  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:10/25/2023

  Type:Delivery 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.

  Invitae initially quoted me $800 for a genetic counseling test. I canceled it due to the high cost before any processing occurred. The provider who ordered the test was informed of the cancellation and later discovered the pricing discrepancy. After discussing with Invitae, the provider adjusted the order to the lower-cost BRCA 1 & 2 test. I received confirmation of this change and that I wouldn't have any out-of-pocket expenses. I received a VM on October 2, 2023, at 5:48 PM from Invitae with the new price quote informing me that I would have no patient cost associated with this new order as it is covered at 100% so there will be zero out-of-pocket cost. I have the reference number, the voicemail, and the callback number to confirm this. My provider also received confirmation and documentation from Invitae that I would not come out of pocket. However, I recently received a bill for $800. Invitae asked that my provider contact them, so I called my provider who again was astounded and agreed to contact the Invitae. We're still waiting for their resolution response. Dealing with this billing problem has added unnecessary stress to the testing process, violating the No Surprises Act's requirement for transparent cost estimates.

• Initial Complaint

  Date:10/20/2023

  Type:Product 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 contacted by Invitae to make a payment online on their website so they could complete the test my Doctor sent them. On Sept 27, they double billed my credit card two charges of $588.86.I emailed them on Sept ***********************************************************************On Sept 28, ************ from Billing emailed me to say she requested a refund. On Oct 2nd, there was only a partial a refund provided back to my credit card. Of $560 I emailed them again letting them know I only received a partial refund , they double billed me, they owe me the full amount of $588.86 back, they need to provide me with a full refund, I followed up by email multiple times and I havent gotten no response from them. Double billing customers and then not providing a full refund is stealing. How many customers are they doing this to & then not responding and fixing the issue. All I would like is a full refund of what they double charged me. I provide all the screenshots to them for proof.

• Initial Complaint

  Date:10/12/2023

  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.

  Invitae is a complete scam. I purchased the cancer and cardiovascular genome sequencing kit and within weeks had my results back saying I had none of the genetic variations they tested for. I already knew of at least four that I had for sure that were included in the test and wanted to see which others I had. The results from Invitae said I had none of the variants tested, when I know for a fact from previous testing at an actual hospital that I already carried these genetic mutations. I'm only 42 and I've survived cancer twice. I'd like my money back. This company is falsifying reports.

  Business Response

  Date: 10/12/2023

  Hi there, 

  We apologize that you experienced issues using our testing. We'd like to connect you with our client services department who can help walk you through your results. They will reach out to you directly. 

  Thank you, 

  Invitae social team

• Initial Complaint

  Date:10/09/2023

  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.

  I received a genetic testing kit via ****** I did not order this kit nor have I ever contacted Invitae prior to this. I believe this kit is a scam. I want Invitae to stop any further contact and to remove my information from their files.

  Business Response

  Date: 10/12/2023

  Hi there, 

  We apologize for any inconvenience this has caused you. We do not have you listed in our records and we have not sent you a testing kit. If you don't mind kindly removing this complaint, please. 

  Thank you, 
  Invitae social team 

  Customer Answer

  Date: 10/13/2023

  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,
  
  ***********************