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:10/03/2023

  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.

  Date of service - 4/27/23 Charges - $9,000 Service provided - Fetal Chrmoml Aneuploidy (Genetic Testing to find out the gender of our child)Order Number - ******* The business has not tried to resolve the problem The nature of this dispute arrises from Invitae not working with the ***GYN office that sent in the order for my testing to be completed. I first received the explanation of benefits from my insurance company for a $9,000 claim I was completely in shock. My insurance stated the company should send in a Void Request and this claim would be removed from my insurance. The nurse that talked to me about the payment stated that if I went through the Self-Pay route, the procedure would cost right at $100. However, if I were to try and run it through my insurance, that it would cost a lot more. I selected to opt into the Self-Pay option. I never signed any documentation stating that this procedure could be ran through my insurance. A few months after I received the explanation of benefits from my insurance. I called Invitae to ask them to send the Void Request as the claim should have never been submitted through insurance to begin with. The reprsentative that I spoke with was very unpleasant and told me this is why people have insurance. When I stated that this in fact is not why I have insurance and I only wanted to go through the route of self-pay she was frustrated. She told me it's too late because they have already negotiated it with my insurance and got them to pay on it. My complaint is that this company is solely ran off of greed. As soon as they realized they could make $568 off of my procedure instead of the $100 I only agreed to pay, they wouldn't back down. The ***GYN office worked through their sales rep to get this resolved but still were not able to get through to this company. I believe this could be considered insurance fraud for running a claim through my insurance without my knowledge or permission. Invitae is a company that cannot be trusted.

  Business Response

  Date: 10/04/2023

  Hi there, 

  We apologize that you experienced issues while using our services. We will have a representative reach out to you to resolve the matter in a timely manner. 

  Thank you, 

  Invitae Social Team

• Initial Complaint

  Date:09/21/2023

  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 took the prenatal NIPS and Carrier testing and Inviate messaged me that my estimated Out of pocket will be between 60 to 120. I ended up getting a bill of $1200. This is a scam. I want to do everything for my baby and get all test done but this company gave me false expectation abt the cost which not puts a lot of pressure on me. If it weren't for their way off estimation, nobodg would chose invitae. I want action taken against just businesses

  Business Response

  Date: 09/21/2023

  Hi there, 

  We apologize that you've experiences issues while using our services. We would like to make this right. Please contact our billing department via email at ********************************** or by phone at ************. They will gladly chat with you about making it right. 

  Thank you and have a nice day, 

  Invitae Social

• Initial Complaint

  Date:08/21/2023

  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.

  I received 2 different invitae genetic test kits as a "complimentary" service offered through my employer benefits/health provider. Back in April 2023, I clicked some links that said part of family planning, this benefit would be covered. I was then sent to an "informed DNA" website where I filled out information about myself and the "complimentary" test kits were ordered. It even mentioned that my spouse would also receive the same benefit if they were interested. I never signed up or worked through Invitae directly, but did receive an email from them that the complimentary kits orders were placed. I have attached the receipts that show $0.00 due. Shortly after I received a "welcome to Invitae" email but not before receiving the order confirmation email first. I thought it was odd considering i've not heard of them and didn't go directly through them to get this, but trusted that the complimentary meant free. Lo behold, now four months later, I have received 2 bills for both screening kits at $340.00 and $345.00 for me to pay. One of these had a "$5 discount". They are supposed to be $0.00 so I am not sure why all of a sudden they are billing me for it. False advertising, and I would like to ask Invitae to honor what was originally promised: complimentary genetic testing tests at $0.00. If there was a chance that it would not be free, I would not have signed up for this program in the first place, much less shared my DNA with the company. Please help resolve this

  Business Response

  Date: 08/22/2023

  Hi there, 

  Thank you for reaching out. We apologize you've experienced issues using our services. We contacted our billing department and they will be reaching out to you to help resolve your issue as soon as possible. They will be in touch shortly. Have a nice day. 

  Invitae

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20500469
  
  I am rejecting this response because: The email I received from the company is saying that I can apply for financial assistance if I submit my 2022 **** tax form. I am not looking for financial assistance, I'm looking to get this bill issue resolved. There should be no balance due, as these were advertised as $0.00 and that should be honored.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/23/2023

  Hi there, 

  Please reply to the email from billing with your concerns and they will work with you to get this resolved. 

  Thank you, 

  Invitae

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20500469
  
  I am rejecting this response because: I have already responded yesterday august 22 and have not heard back. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/07/2023

  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 paid for a NIPS test for prenatal screening and the sample was received July 31, 2023. I was contacted at 5:53pm MST on August 4, 2023 advising they were missing the requisition form and my sample expired the next date. They advised that I could either reorder and repay online (second payment) or have my doctor re-submit the requisition. Their email stipulated it needed to be received that evening. I got hold of my doctors office as I did not want to pay a second time for the same test as that was not reasonable. My doctor had the form resent that evening despite it being a Friday evening of a long weekend in Canada. On Monday August 7, 2023 I was advised by Invaite that because their call centre closed at 6pm (just 7 minutes after they contacted me for the first time) that they did not get the requisition or read my email I had responded to them on at 5:54pm MST (just 1 minute after they emailed me) until the Monday and that I was out of luck and would have to resubmit all bloodwork. Worst experience. Do not use this company for prenatal screening. There are many other options that will treat you much better than give you 7 minutes notice and then force you to resubmit and repay. Harmony or Panorama are other options people can use - stay away from this company - absolutely horrible.

  Business Response

  Date: 08/08/2023

  Hi there, 
  Thank you for your thoughtful feedback. We apologize you had a bad experience using our services. At Invitae, we strive for excellent customer service and apologize for falling short during your time with us. We have sent your information and feedback to our Global Support team. They will contact you to get more detail about your issues and find a resolution. Have a great day, and you will hear from our team soon. 
  Best, 
  Invitae Social Team
  
  

  Customer Answer

  Date: 08/09/2023

  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:07/11/2023

  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.

  Invitae does not correctly advertise their turnaround time for comprehensive carrier screening. They report ***** days from receiving sample. The company received my sample 6/16. I sent an email 6/29 asking for an update and was told my results would be available around 7/10. It is 7/11 and no results. I tried to contact the company via phone, no answer after 30 minutes on hold. When I emailed the company, they gave a very vague response that did not specify what the delay was or when to expect results. When I asked them to clarify, they simply said sometimes steps have to be repeated, there is no problem with your sample, and again would not answer my request for an expected date for results.I regret paying for their services already. They dont deliver their results in the time frame advertised, and their customer service sends vague, unhelpful responses - if you can even get ahold of them.

  Business Response

  Date: 07/11/2023

  Hi there, 

  We are so sorry you've experienced issues with our services. Our business operates on a M-F schedule so you should expect a turnaround of ***** business days. If you do not receive your results this week, please send us an email at ********************************* and we will be happy to escalate your issue with our client services team to ensure you are provided your results in a timely manner. Have a great rest of your day. 

  Best, 

  Invitae Social Team 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20305094
  
  I am rejecting this response because:

  
    Your website explicitly states ***** calendar days. It is wrong to quote incorrect information to customers. I think now is the appropriate time to escalate this matter. All I have asked for is, in the event of delay, a clear explanation why and an updated expected date of results. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/14/2023

  Hi there, 
  We are so sorry you've experienced issues with our services. Our business operates on a M-F schedule so you should expect a turnaround of ***** business days. Did you receive your results this week? If not, please send us an email at ********************************* and we will be happy to escalate your issue with our client services team to ensure you are provided your results in a timely manner. Have a great rest of your day. 
  Best, 
  Invitae Social Team 

  Customer Answer

  Date: 07/18/2023

  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. I have my results. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/24/2023

  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.

  They collected my sample for DNA sequencing on May 02, 2023 - even after 21 days, and after repeated phone followups, they're not giving me the result, or telling me when can I expect to have the results ready. My partner and I needed this test for an IVF cycle - and I risk losing a lot of time and money because of this delay - and my partner would have to go through the emotional trauma of mentally preparing herself for IVF all over again.I just want them to finish the job - or at the very least, give me an estimate on when should I expect the results.Order ID: ********* ********************* ***** **************

  Business Response

  Date: 06/12/2023

  Hi there, 

  Thank you for reaching out. We apologize for the issues you've experienced using our services. We have passed your information along to our client services department and they will reach out to you regarding your issues. 

  Best,

  Invitae 

• Initial Complaint

  Date:05/22/2023

  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 recently received genetic cancer screening which was recommended by my doctor. I was referred to Invitae Company and was assured multiple times by their representatives throughout the process that the out of pocket cost for the testing would be between $0 - $25. Following the initial discussions with their Invitae sent an email assuring me that my estimated testing cost would be between $0 - $25. This cost estimate was a large inducement to my agreeing to undergo the testing. I completed the testing and was notified by my hospital that my results were ready, I merely had to pay the $20.52 amount owed on the testing to get my results. I promptly paid this amount and was pleased that it was inline with promises from the Company. Since that time however, I have received an additional bill for $190.06 from the Company. I've spoken to the hospital and they are surprised to hear this approach as their understanding was that payment has been received by the company in full. Based on reviews that I see the Company has, these appear to be predatory practices.

  Business Response

  Date: 05/25/2023

  Hi there, 

  We apologize that you've experienced issues with our services. I have reached out to our billing department on your behalf and they explained that you have talked to our billing lead and this has been resolved. We hope you have a great rest of your week. Thank you. 

• Initial Complaint

  Date:05/03/2023

  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.

  On April 6, 2023 I had a doctors appointment with Baylor Genetics and was genetics testing was recommended. Invitae was the only company offered to provide my genetic testing. Invitae informed me the charge per test via my in-network provider, BCBS **, would be between $0-$100. The cash price per test without insurance was $250. I have written documentation from Invitae that BCBS of ***** is an in-network provider and that patients with insurance pay $100 or less out of pocket for one of their tests therefore it would be less expensive to submit a claim than pay $250 per test. I was also informed if my insurance doesnt cover the test for any reason I would only have to pay the patient-pay price. I have written documentation of this as well. On April 12, 2023, I received a letter from Invitae informing me that the estimated charge or out-of-pocket expense for Order ID: X would be between $75-$125. On April 12, 2023, I received a letter from Invitae informing me that the estimated charge for Order ID: Y would be between $0-25. On April 12, 2023, I received a letter from Invitae informing me that the estimated charge for Order ID: Z would be between $0-$50. My insurance records reflect that Invitae did not bill me $250 per test, but rather billed me multiple times for each test. Specifically, I was billed $450 for tests x and y and $205 for test z. Invitae then billed me again in the amount of $425 for test x, $1055 for test y, and $2500 for test z. My insurance company paid Invitae $188.45, an amount equivalent to my estimated costs. Invitae is now attempting to collect $1938.67 from me. I have contacted Invitae, but have received no response. Both federal and state statutes protect patients from fraudulent and balanced billing. State law also prohibits fraud, fraudulent misrepresentation, and fraudulent inducement. Based upon my review of the multitude of similar complaints it is surprising that a class action lawsuit has not been brought against Invitae.

• Initial Complaint

  Date:05/01/2023

  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 was told by Invitae that the cost would only be $175 if they billed my insurance. They also state on their website L"The average out-of-pocket cost after using insurance is between $0 and $100." which is simply NOT the case. They also have pamphlets that are given out at the doctors office that it will only be $99.Instead of giving me the option to pay myself online, which would have been less than $200, they billed my insurance company $2000, which was passed onto me as a $600 bill.So to be clear: if I paid myself, without my insurance, I would have paid less than $200. Instead, they bill without me knowing, charge the, $2000, and then I am stuck with $600. How does that make sense? Such a bad ethical company. I tried talking to them, and they said they wouldn't help me. Now I am stuck with a huge medical bill I can't pay

• Initial Complaint

  Date:03/15/2023

  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.

  My husband and I ordered Comprehensive Carrier Screen tests from them. My husband's test was stuck for over a month (lab processing started 2/13/2023, analysis started 2/23/2023 and no update since), during which we made two phone calls, but all they told us was that there was no ETA and that there was nothing that could be shared with us. This is a very time-sensitive test because, depending on the results, it could mean that we need to schedule other medical exams or procedures asap, or otherwise, we could have irreversible consequences with our unborn child.Their customer service was useless because all they kept doing was reading the formatted script, which did not have any helpful information (i.e. everyone's DNA is different, we don't have an ETA, you have to ask your provider for the information, etc.). They did not show sympathy (i.e. "it's just a few days late") nor tried to find a solution for us. We are asking for the following things:1. We would like to know whether anything is delaying the process; if so, what's the solution (e.g. do we need to send another sample?)2. We would like to get an ETA for when we can expect the analysis to be done. We would like it ASAP.3. We would like to know the solutions if we don't get the results in another two weeks, a month, or even longer. What kind of compensation will we get from the business should the delay cause irreversible medical consequences?