Business Profile

Health and Wellness

Datavant formally CIOX Health

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Complaints

This profile includes complaints for Datavant formally CIOX Health's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

51 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:06/26/2023
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 requested medical records via e-delivery for one day which was 6/16/2023 and specifically noted it was the results for a biopsy done on that day and was sent 60 pages!!! I refused to open or download what was sent because I was sent records that was not requested; someone by the name of ******* emailed stating the invoice was valid and offered to charge half, I am refusing that as well because the right thing to do would be to acknowledge your error!!! I no longer what that medical record and will get my medical record from the hospital instead.
Business Response
Date: 06/27/2023
After further review I find the request was processed correctly. The authorization to release records did not specify the the patient was only requesting a biopsy result. The type of records selected on the authorization form was "Abstract" for date of *********//16/23. The box "Other" would have needed to be selected and the specific records needed could have been typed in as " Biopsy Report Only". However the invoice amount would have been same as statute dictates the amount is a flat fee for $6.50 for this type of request for any number of pages. Thank you
Customer Answer
Date: 06/27/2023

Complaint: 20239435

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 06/27/2023
I can understand the confusion here so i will cancel the invoice and release the records as a courtesy. Thank you
Customer Answer
Date: 06/27/2023

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:05/18/2023
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.
My medical records were requested on my behalf regarding services received at ************************. CIOX significantly overcharged, in violation of ******* law. Please see the relevant section below:O.C.G.A 31-33-3 (2020) "The party requesting the patient's records shall be responsible to the provider for the costs of copying and mailing the patient's record. A charge of up to $20.00 may be collected for search, retrieval, and other direct administrative costs related to compliance with the request under this chapter. A fee for certifying the medical records may also be charged not to exceed $7.50 for each record certified. The actual cost of postage incurred in mailing the requested records may also be charged. In addition, copying costs for a record which is in paper form shall not exceed $.75 per page for the first 20 pages of the patient's records which are copied; $.65 per page for pages 21 through 100; and $.50 for each page copied in excess of 100 pages." Invoice: **********; amount $1366.19. Total amount based upon .75 x ****, rather than the billing formula defined within the **** statute above. I would like a refund of $403.00 dollars. Thank you.Kind regards,*************************************
Business Response
Date: 05/19/2023
Good Day, I have read the complaint and after further review I found that the invoice was priced correctly per ******** statute. The records reside in ******** therefore would not be priced per ******* statute. Thank you
Customer Answer
Date: 05/19/2023

Complaint: 20075126

I am rejecting this response because:
Both the business in question (Ciox) and the recipient (******* *******) reside in ******* and should therefore be subject to ******* Law.

Sincerely,

*************************************
Business Response
Date: 05/19/2023
Good Day, the rates for the reproduction of the records are based on what state the records reside in and in this case they reside in ********. Thank you
Customer Answer
Date: 05/19/2023

Complaint: 20075126

I am rejecting this response because:
the parties in question both reside in *******.
Additionally, this is the pricing sheet provided by Mount Sinai: ************************************************************************************

Sincerely,

*************************************
Initial Complaint
Date:05/11/2023
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.
Invoice # **********, **********, ********** Ciox refuses to honor the patient or the patients designated persons, request for electronic copies of medical records only, then sends hard copies and an invoice for astronomical amount.Our office purposefully avoids and declines paper copies of medical records, due to lack of space and the extra expense of staff time to scan them into electronic format. Which is why we request only electronic copies of medical records.CIOX states they only deliver through eportal or mail. We were already set up with their portal, a CD can be mailed, and **** chose not to honor our request. This office has never had any payment returned or rejected despite using the exact same letterhead utilized in the requests for information.All requests were on the facilitys request form and sent to the HIM team. Patients and this office were not notified that their requests for electronic copies were refusing to be honored and instead they would be receiving and billed for the hard copies they specifically requested not to receive. These unrequested hard copies were received in this office without notice via ****** We are a law firm and receive many documents via ***** and therefore the documents were signed for. We have never paid for the medical records, and would have declined if we were informed prior to CIOX disregarding the specific request for electronic copies.CIOX is now sending us to collections for these invoices, which are all still in dispute.CIOX specifically holds out the invoices are valid, despite our firm being set up for edelivery, requesting only electronic copies, not notifying us or the patient of their refusal to provide the documents as requested, and not notifying us or the patient of the disproportionately high cost of their refusal to honor the request for electronic copies before sending the not requested paper copies and demanding payment.Bottom line: CIOX provided a service that was not requested.
Business Response
Date: 05/19/2023
Good Day, after further review I found that the invoice were priced correctly per **************** statute. There is no difference in the price of records for electronic delivery versus paper records. We will be reaching out directly to ************** to discuss the invoices in question. Thank you
Customer Answer
Date: 05/25/2023

Complaint: 19946333

I am rejecting this response because:
CIOX has not fulfilled our request. We requested electronic (only) records. If they are unable to fulfil our request they should notify us of their inability to do so, and provide alternate options. We are not paying for records we did not request.

Sincerely,

*********************
Initial Complaint
Date:05/10/2023
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.
Requested an operative report from RWJBarnabas at ******** (hospital) where CIOX company is used for medical records. They sent me the report (2 pages) and sent me an invoice for $6.50 along with the records. I do not recall being informed up front of any charges for hospital records. Also, I believe in ** the fee per page for records is $1.00. I need someone to confirm this and I will pay them the **** but no more.
Business Response
Date: 05/12/2023
After further review the invoice is priced correctly at a flat rate of $6.50 per ** Statute however we will adjust the invoice to $2.00 as a one time courtesy. Thank you
Initial Complaint
Date:05/03/2023
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.
Repeated attempts to obtain medical records and lack of response / follow up. Extremely poor customer service.
Business Response
Date: 05/11/2023
My apologies for the delay. I've reached out to our field representative at the medical facility to have this issue resolved immediately. Thank you
Initial Complaint
Date:03/10/2023
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.
Ciox continually overcharges per page fees when requesting medical records. I work for a law firm in MD and every time I receive an invoice, they over charge. I have provided their collections office with the MD Code ***** that the per page fee shall not exceed $.76 for paper copy and for electronic copy, 75% of the $.76 per page. The current invoice in dispute (**********) as evidenced by the attached email is overcharging our firm (client) $14.65. The representatives who respond to my email advise that they are following ***** but they are not. Just this morning, I just got another invoice (**********) reflecting a per page fee for an electronic copy of $.72 when in fact that fee should be $.57 which is 75% of $.76. I request that both invoices be corrected and for Ciox to follow the allowed charges for MD so I do not have to dispute each and every time I receive an invoice. Another course of action will be to make a complaint directly against the provider for whom **** is the representative.
Business Response
Date: 03/10/2023
I have reviewed the complaint and find that the customer was over charged for paper *********************** instead of electronic records on invoice ********* in the amount of $8.40 and I will adjust the invoice accordingly. The other invoice, ********* is billed correctly as the statute was updated on 1/22/23 in regards to records provided electronically is currently .72 per page with a maximum of $94.40 plus delivery fee. Thank you
Customer Answer
Date: 03/10/2023

Complaint: 19579535

I am rejecting this response because: I see no information that the MD Code ***** electronic per page rate which is 75% of the $.76 has changed in 2023. Please direct me to the website or provide me with the documentation of this purported change in January 2023.

Sincerely,

***************************
Business Response
Date: 03/13/2023
The rate for paper records is .96 per page therefore the the electronic records are 75% of that fee which is .72 per page referenced statute ***.Code of MD $4-304(c). Thank you
Customer Answer
Date: 03/13/2023

Complaint: 19579535

I am rejecting this response because: On 3/10/23, CIOX acknowledged that they overcharged for the paper rate and indicated they were going to adjust the invoice by $8.40 I believe. However, they are being contradictory by not adjusting the electronic rate which is 75% of the $.76 paper rate. We will have no alternative but to file a complaint against the provider hospital due to CIOX not properly charging for medical records.

Sincerely,

***************************
Customer Answer
Date: 03/15/2023
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********. I spoke with the attorney and he does not feel that a mediation would be beneficial.
Regards,
***************************
Initial Complaint
Date:03/05/2023
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.
Received random invoice for over $ ****** with a name listed, we are not familiar with. Reached out to see what the fee as for, was told medical records. They were Fed Ex- we signed. Of coarse we signed, we have patients on site that get packages/letters. We were never informed of the fee for medical records, but months later receive the invoice. We have never paid for medical records and would have declined this if we were informed of the charge up front. The name on the invoice is not one listed in our system either. I have emailed and called to have someone explain the fee, but just keep getting told that it is confirmed by management and legally billed. (we are non profit that obtains medical records daily and never had been required to pay) If you want payment, you should request payment and not send records then BAM attempt to collect the fee. The fee should be made aware on the front end. So it is normal for this company to not make you aware of fees or charges then just send you a an invoice, that is not how business should be done.
Business Response
Date: 03/06/2023
Please provide the invoice number in question so I may research the issue further. Thank you
Customer Answer
Date: 03/06/2023
Acct ******* & Invoice ********** for $ ******
Business Response
Date: 03/10/2023
I have reviewed the complaint and find that the customer was billed in error and i will cancel invoice.386753710. Thank you
Initial Complaint
Date:02/22/2023
Type:Order 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.
The website portal Ciox uses for requests and retrieval of medical records does not allow for any kind of disputes. The portal will send the records automatically without requesting a prepay. When I download the records, I have no idea what the invoice amount is nor how many pages there are. Then when trying to dispute the invoice, they will tell me that since I downloaded the records I have to pay for them. I requested hospital records for a dog bite, wanting only the record for that date of service. Ciox proceeds to send me **** pages for $600. I did not request all dates of service, nor do I need them, and our client (the hospital patient) should not have to pay $600 for unneeded documents. Invoice #**********. All invoices over $100 should be sent for a prepay. This website portal is fraudulently set up for maximum monetary return regardless of the needs of its users.
Business Response
Date: 02/27/2023
I have reached out to the customer directly and the issue has been resolved. Thank you
Customer Answer
Date: 02/27/2023

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:02/14/2023
Type:Product 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 provide vocational rehabilitation services for injured workers in **. I requested records for a client on 9/8/22 from Allina Health. My request was for the records to be faxed. The authorization signed by the patient (my client) indicated a service method of "Fax" and "U.S. Mail (CD/DVD)". The service method, "U.S. Mail (paper)", was left unchecked. Without my knowledge, ****** forwarded the request to CIOX. I received a packet of paper records on 9/22/22. When I received them, I gave them to my client's attorney's office as she had not authorized the release of the paper records service method.On 1/20/23, I received an invoice in the mail from CIOX for $75.36 related to the 9/8/22 request. Since that time, I have been emailing back and forth with their collections department (attached) regarding this issue - that I had requested fax records and not the service they decided to provide. I have had issues with CIOX before. My firm purposely avoids dealing with paper records due to lack of space, extra time it takes to put them into electronic format, and having to eventually pay to have the records destroyed. When a similar issue happened in the past, a representative at CIOX advised me to make sure I specify "fax" as a service method and not by mail. That is what I did in this case and they still decided to provide a service I did not request. As can be seen from my contact with them, they have not acknowledged their error - calling it a billing error, erroneously claiming I had requested paper records via U.S. Mail when I didn't, claiming that they could mail me records because by firm's address was located on the letterhead of the request sheet. They are refusing to acknowledge that they provided a service that wasn't requested and take steps to resolve their mistake. I am asking that the original invoice amount be cut in half to $33.21 and for a representative at CIOX to acknowledge they made a service error, not a billing error. Thank you for your time.
Business Response
Date: 02/16/2023
After further review, in good faith I have adjusted the invoice amount to $33.21 as you requested. For future reference please note that as a company policy of Ciox Technologies we do not fax records. If you would like to receive records electronically please sign up for electronic records via our online portal. If not delivered online the records will be printed and mailed. Thank you
Customer Answer
Date: 02/16/2023

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:02/09/2023
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 requested a copy of my medical records due to an incident in a prison. The employees did NOT notify me of any charges for requesting the records As such, their customer service is highly questionable. It is necessary to be honest at all times, including explaining that there are fees for requesting a physical copy of a medical record. As such, I requesting that the CEO's office inquire and contact me with a full resolution to these charges, which are attached.
Business Response
Date: 02/10/2023
Ciox Technologies relies on the medical facility to inform the patient that they have contracted with an outside company to process their request for medical records and that there is a fee associated with copying the records as well as shipping them. In this case it seems the facility did not disclose this information to the patient therefore I will cancel the invoice. Thank you
Customer Answer
Date: 02/10/2023

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,

***************************

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Datavant formally CIOX Health is NOT a BBB Accredited Business.