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Business Profile

Medical Billing

Invitae

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Billing.

Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 physician ordered testing through Invitae. I received an email on Jan 26, 2023 stating that my estimated charge would be $0-25. While this email specified that this was only an estimate and not a bill, it did state that this was based on my specific insurance. After my testing was complete, I received a bill for $401.58. When I called to see if this was a mistake, the representative I spoke to adjusted it to the self-pay option of $250 - still 10x the highest estimate I was given prior to the test. And they're still charging my insurance. Not only was this false advertisement, but this is also balance billing, which is against the law in my state (********).

  • Initial Complaint

    Date:02/17/2023

    Type:Order Issues
    Status:
    Unanswered
    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 my doctor ****** a genetic test, Invitae emails me informing that my insurance does not provide coverage and they offer me a cash price of $250 for the procedure. I called them and told them that my insurance covers it. They inform me that I should contact insurance.Ive contacted **************** They confirmed that Invitae is in network and they cover CPT codes ***** and 81411.I demand Invitae to use my insurance coverage and bill my insurance fairly as Ive 10% coinsurance (Not bill them thousands of dollars for $250 cash price like they did for others in the same situation).

  • Initial Complaint

    Date:02/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Our provider recommended the ***** test based on my age. They gave us a sheet with Invitae's information on it, specifically the billing and cost process. I had read about prenatal testing issues before so I made sure that I understood that BEFORE my insurance was billed, Invitae would send me a quote that would tell me what it would cost if they billed my insurance. I then had 3 days to select self pay for $99 or pay the cost sharing for my insurance. I never received a quote, contacted Invitae and they said they could see that they hadn't communicated with me but that my insurance had already been billed. I waited until I got the bill which was for $650. When we called and explained, they said that the quote is just a curtesy, it's not binding or official in any capacity. We explained that we were looking at the paperwork we were given and it says something different. Invitae said the provider must have outdated information and materials. After a while, they relented and said they were going to give us the original $99 price. We paid. Four days later, I received a text that said I have an outstanding balance for my test.

    Business Response

    Date: 02/06/2023

    Hello. Thank you for letting us know you've experienced issues with our billing process. If you are still experiencing these issues please call ************ or email **********************************. 

  • Initial Complaint

    Date:01/31/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 companys practices are highly unethical. They provided an estimate for a genetic test which fell between $50-$150 after going through our insurance. Bear in mind, the out of pocket cost for this same genetic test is $200. After deciding to go through with the test only because we were assured the costs would be minimal, we received a bill for $1300. Invitae provides essential testing for future parents, and the fact that they are preying on these individuals is incredibly disheartening.

  • Initial Complaint

    Date:12/04/2022

    Type:Product Issues
    Status:
    Unanswered
    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 spoke to a genetic counselor on Thursday, May 19, 2022 11:00am EDT, who told me that my results were completely inconclusive. They said that the test they ran and service they provided was not able to be analyzed. Which means they are trying to collect money for services incomplete.

  • Initial Complaint

    Date:11/11/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 ordered a test for genetic carrier screening. We provided health insurance information, and they quoted amount was $153 based on your insurance. There was no option to sign up for self pay, quoted as $100. We later received a bill for $1,500. Invitae billed the health insurance $3,750, and $2,250 was covered. Invitae is billing 10x the estimates. Additionally, they should be investigated for charging $100 for self pay and $3,750 to insurance companies. This is clearly massive fraud, driving up health insurance costs for everyone.

  • Initial Complaint

    Date:10/17/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 $99 to have my prenatal NIPS testing done. Since September 30th, 2022 when I paid to have the services from Invitae, I have still not received my prenatal testing results. When I call the company to understand when I will get my results, they cant give me a firm timeframe. The website says this test is done on average between 5-7 days. I am going on day 12, with no helpful feedback on when I will receive my results. This test will tell me if my child will have chromosomal abnormalities so is extremely important for my continued prenatal care. Further delay can impact future care decisions during my pregnancy. The company will not confirm why my testing is delayed, only that they are experiencing delays and wont know when my test will be done. Given the sensitive nature of these tests, customers should be given more insight, transparency and clear expectations of turn around times.

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 predatory company that provides extremely misleading information about test pricing and then sends you a quote with a price that is 10x more than is clearly listed on the kit page. We ordered a kit that should have been $250 *** before insurance and before our partner kit discount. Our quote we received was telling us we would be paying $1000 after insurance for our now $2500 kit. Absolutely not. In all the research we did about the kit we selected we never saw such a number clearly listed anywhere for customers to make an informed decision. Since the kit we sent in hasnt been received/processed yet, we have submitted a cancellation request that is pending any confirmation from them. Hopefully they dont charge us thousands just to cancel, but I wouldnt be surprised.

  • Initial Complaint

    Date:09/06/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    5/5/22, Order #*******. ************** ordered an 'Invitae' genetic test for my pregnancy. I was sent elsewhere to test and it was out of network. My insurance was billed and what appears on https://www.invitae.com/en/testing-options is a $350 *** test. I got a bill from Invitae charging $6000 billed through insurance although they 'only required' that everything from my HRA dollars get taken out to pay them on top of the $100 payment the finance **** at my doctor's ****** told me I'd have to pay for. They 'generously' adjusted the remaining $5k off. This bill causing me $912.18 out of pocket. I had saved these HRA dollars for labor. I have paid the $100 owed as was told by the doctor's ****** on 9/6/22. I have filed for an appeals with my insurance company to not reject the request for payment for insurance coverage as I was billed a ridiculous amount and would rather pay the $350 out of pocket. I have received numerous calls from Invitae harassing me on the bill, in which I have followed up with my insurance, the hospital finance ****, doctor, genetic test administering ****** and Invitae billing and client services email to no resolution. Proposed resolution- write off the remaining $812.18 to zero my balance since I have paid what I was informed this test would cost. I am refunding my HRA check back to my HRA account that Invitae wants. As shown in my EOB attached, BCBS covers '$0 dollars from my Health Plan'. The $812.18 is actually MY money from my HRA that was saved from the prior year provided to me by my company for my out of pocket expenses which rolled over to me as a result of a shorter coverage period.

  • Initial Complaint

    Date:07/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 test kit was purchased online on Friday, 6/24/22, for $268.00 (email invoice received at this time said a saliva test kit would be on its way soon). The test was later approved by an Invitae physician on 6/27/22. In the meantime, I got no information about when a saliva test kit would ship or arrive. I emailed the company on 6/29/22 requesting kit shipping information and was told to call the company for more information. I called on 7/6/22 and was told there was no update on when a kit would ship. I asked if it could be weeks or months before the kit arrived, and was told they had no estimated timeline at all for when a kit would arrive due to delays. I requested to cancel the order and receive a refund. No information was given to me as to whether or not a refund could be given, despite the fact that no kit had been received by me or sent back to them for processing yet, and it was requested that I fill out an email form to cancel the order. I filled out this form and still did not receive any kind of confirmation of cancellation or refund, prompting this complaint. It is not acceptable to charge hundreds of dollars for a genetic test with no timeline at all as to when the test will be shipped and available. I have email receipts and communications with the company regarding test ordering, physician approval, and cancellation request. I did not include them as the terms say not to include identifying information in the complaint and they have my name attached, but can provide them if needed.

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