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:09/28/2024

  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 doctor ordered a hydrogen breathing test that I do at home. I followed the instructions and mail the test kit back to Commonwealth Wealth Diagnostics International (CDI) the following day. We heard nothing back from *** for months so finally my doctor inquired on the test results. *** said they could not do the test because it was mailed in too late. But I mailed it the following day so it is likely the test kit was lost somewhere in their system. To my surprise, CDI was relentlessly trying to bill me for the full amount even though they never did the test. The bill came to $634.13 which is the full amount billed. I believe insurance knocked $350 off the bill and I ended up paying close to $300 for a test that was never done. I called their customer service and the respondent only said I could request a courtesy retest. When I asked if I could be reassured the test would be done this time unlike what happened the first time I did the test he could not confirm that. I also asked if I would be billed for anything he could not say, only that a courtesy retest could be ordered. I have no faith in this company, hence am reluctant to request a retest. They should not have billed me for their mistake and not doing the test.

  Business Response

  Date: 10/01/2024

    William’s Test, DX398596, was taken on 4/4/2024 (per the DOT recorded by the pt on the samples) and arrived at the CDI lab for processing on 4/25/2024. A notice was sent to the provider’s office on 4/26/2024 that the samples arrived outside of the 2-week viability period and could not produce a valid result. The report also states that the pt would be provided a Complimentary (no cost to the patient) retest upon confirmation that it was desired and the cost of the 1st paid. This is our policy for invalid tests and is noted on our requisition form, signed and returned with the patient’s test kit.
    As previously relayed to the patient, The claim amount billed to insurance is $599.00. The insurance company sent their payment of $50.18 to the patient rather than to CDI. The patient is required to forward any insurance payments on the claim, as well as the patient reduced responsibility amount of $249, to CDI. This is why the patient was billed $299.18. The patient is not due a refund, but is still welcome to request a complimentary retest. 

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 8.18.2023 Breath test was sent to CommDX. I had several followups scheduled, but then cancelled, due to my specialist not receiving results. She stated that she would continue to request results. Eventually, I end up at the office a couple of months later for another purpose, and asked out of curiosity if they ever received the results and they had not. Mind you they have been billing me for $199 despite our attempts at also letting them know that my doctors office hadn't received results. Fast forward to March 2024, 7 months later and they still didn't have them. At this point, the results are irrelevant, and I will not use this company again. They wasted both mine and my doctors time. **************** should be easily reachable with effective practices and kindness. That was not my experience 98% of the time. Nearly a year later, this company continues to bill me for a service never completed.

  Business Response

  Date: 06/13/2024

  Good morning,

  The results for *********************** test, DX326132, were originally released to Digestive Disease Consultants on 9/8/2023. The report was subsequently resent to the practice, at their request, to the fax number they provided on 9/26/2023. There is one prior exchange to this complaint with ******, via email, regarding financial assistance, without a mention of missing the result report. If it had been brought to our attention that they did not receive the fax the second time, we would have tried to find a solution with the practice. 

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In response to the previous statement from Commonwealth Diagnostics, I can tell you that despite many attempts Digestive Disease Consultants(DDC) did not receive the results from my testing in a timely manner. In fact, they requested the results once again in February 2024. My test was back in August of 2023. Ultimately as a patient, I was failed here. I submited a test that my doctor felt I needed, and I failed to get results in a timely manner, in which it would have been beneficial. I believe there should've been much better communication between CommDx and DDC to assure that "I" the patient was taken care of. 
  
  At this point, DDC is requesting a conference call between all parties to get this matter resolved. 
  
  Contact info below:
  
  *********************;
  ************ 
  
  ***************************
  DDC Billing Mgr 
  *********************
  

  
  

• Initial Complaint

  Date:05/31/2024

  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.

  date of transaction 8/14/23 i paid $523.65, they provided me with one test. this test was done without notifying me that this was not covered by my insurance, not telling me about the no suprise act. they are charging me more than the 1st bill that i recieved. the second bill is the same code and just more money. i have contacted the company many times and i am told that they billed this incorrectly and that the second bill is how much i owe. on their website, it is listed that they have different prices and the *** they charge out of pocket is $249. im getting charged $523.65. I have spoken to my insurance and this company and they are false advertising, no one told me that this was not covered by my insurance.

  Business Response

  Date: 06/04/2024

  The total account balance of $523.65 includes the following amounts: The patient responsibility amount of $199.00 when the full claim total of $549.00 is not covered by insurance. As well as the amount of $324.65 paid by insurance, which was sent to the patient directly (per information provided to us by the insurance company). The remaining $25.35 written off.If you have additional questions, please let us know. The billing terms as well as potentially out-of-pocket responsibility are included on a requisition included with the test kit. 

  Customer Answer

  Date: 06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/08/2024

  Type:Customer Service 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 this complaint because this company charged my insurance on 06/19/23 and is now trying to charge me for 150 for results I have never received. They lost my test sample and for some reason still decided to charge my insurance for a service never received. I have tried contacting them multiple times there is no real customer service you have to leave a voicemail for a call back I've never received I also tried emailing them on 11/18/23 but never received a response. But i am now getting an automated text that my bill is now delinquent.

  Customer Answer

  Date: 03/19/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/29/2024

  Hello *****,
  Your samples for test DX311296 arrived at our lab on 6/22/2023 and began processing. Your result report was submitted to your physicians office on 6/27/2023. Your samples were not loss, they were run on arrival. A full data report with the values of every sample was sent to your physician. However, the overall determination for your test was Invalid, as the proper timing interval for collection, 15-minutes between all samples, was not followed. As the timing intervals do not line up with the timing cut off guidelines for a result, we cannot guarantee a Supported or Not Supported determination. All of this information was provided to your physicians office,as well as the fact that CDI provides complimentary retests as necessary upon completed payment for the 1st test. If you would like to have a copy of your report for records, I can send over the required HIPAA release form. The balance of $199.00 on your account stands as the test was processed and a service was provided.

  Details on our invalid policy are located here: Invalid Test Results | Commonwealth Diagnostics International (**********)

  Best,
  *******

• Initial Complaint

  Date:02/20/2024

  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 insurance was billed, and they agreed to pay Commonwealth Diagnostics but CDI wanted more money, so I paid them ****** on January 18,2024. Now I am being billed for another ****** and have not asked or submitted another test kit. I have called 4 times and left a message, I have e-mailed the company and then also the billing inquiry department, I also e-mailed ***********************, I received a response from ********************************* with *********************** copied as well that I had 2 tests, that is a blatant lie. I only submitted 1 breath test on 10/17/2023. My insurance company called CDI while I was on the phone and got them to admit that my insurance agreed to pay in-network cost and then the line went silent, I asked to speak to a manager (******) never would tell me her last name and she just said I did not write the collection date on the sample so they did not even process it , I collected the sample the same day that I mailed it 10/17/2023.

  Business Response

  Date: 02/21/2024

  Hello *******, 

  I corresponded with you previously regarding the test and resolved the issue regarding the **** which was not recorded on the paperwork when your test was received. I at no point refused to provide my last name; it is also listed in my email signature. I was able to confirm the *** with you and had the report revised and resent to your physician. The issue regarding billing is that our system updated with the new *** and put it back into the billing system, causing the additional bill. I am unsure why this was not resolved sooner, as I had asked for this to be updated as soon as it happened & there was a note in your account with this error listed. I followed up with our billing team and had the second *** removed from your account, which now lists a balance of $0.00. I apologize for the inconvenience caused by this miscommunication between our departments. 

  Best,

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

• Initial Complaint

  Date:02/16/2024

  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.

  My doctor gave me the test kit from commonwealth diagnostic breath test and telling me to do it around July 2022 and I finished the tests and sent the test kit back. I never heard back about the results or anything about billing. On Nov 30th 2023, I started to receive text messages about the bills. And the company is asking for $199 for a test that I never received any results from them. They said they can provide me test results but the results is only meaningful in a period of time as it will decide if I need any treatment or not. Its already one year after the test and they offer to provide me the test results. This is unfair to me to pay for any tests that is not giving me any results at all.

  Business Response

  Date: 02/22/2024

  Hello,
  The samples for Jun Shi's test, DX279032, arrived at our lab on 7/29/2022. In keeping with our standard turnaround time of 1-2 business days, we reported the results to the physician on 8/1/2022. CDI reports directly to the ordering physician only, but we do offer patients the option to complete a release form to receive a copy directly. We had not been otherwise contacted or notified that the results were not received until now. The patient was offered the release to obtain a copy due to the assertion that the test was not done. 

  As the patient's insurance plan did not cover the claim amount of $549, the balance was reduced to the patient responsibility amount of $199. CDI also offers payment plans and financial assistance to eligible patients. 

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Hi,

  I did not receive any results that was mentioned on the response letter and I did not receive any bill in 2022. if you provide the bill to me in time (within 3 months), I will definietly check with my physician about the results. I can hardly recall what is the tests when I receive the bill. The bill was sent over a year later after the tests were done and I did not know my test results as of today since it's a test results 1.5 years ago, I don't think I need to pay for the test that did not give me any info about my health at all. Your billing department should take the responsibility. Thank you for your understanding.

  Regards,

  Jun

   

   

• Initial Complaint

  Date:12/26/2023

  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.

  I obtained lab services from the company on 4/12/2023. The lab services were completed. I sent a copy of my insurance card to the company, personally placed in the package by me, and mailed it along with the samples to the lab. After running the tests, they did not bill the lab tests to my insurance and instead sent me a bill for $199. I emailed and called repeatedly asking the company to please first file this with my insurance. Despite repeated attempts to resolve this issue, I continued receiving the bill to pay the $199 and it was never filed on my insurance. After I finally became frustrated with the lack of assistance, I paid the $199 to Commonwealth on October 6 2023 and then filed this out of pocket expense to my insurance company, Regence, for reimbursement. After I paid the lab bill, Commonwealth THEN conveniently found my correct insurance information and filed the test to my insurance. Now, Commonwealth has double billed to both my insurance company and me. They have received payment from me for $199 and they were also reimbursed by my insurance as well. My out of pocket medical expense claim to my insurance company was denied because Commonwealth filed the lab tests with them after I had already paid. My insurance company says that Commonwealth is not permitted to bill in this way. I have attempted to contact Commonwealth again multiple times to resolve this and I am not receiving a response. Commonwealth intentionally seeks payment from consumers and then files with insurance afterward in order to scam consumers out of their money by using fraudulent billing practices and lying that they never received the insurance information.

  Business Response

  Date: 12/27/2023

  Hello *******,

  We did receive copies of the front and back of your card with the Requisition form, attached for your reference, and samples. Our billing team submitted a claim to the Regence plan on 4/25/2023 for the registered cost of $549.00. We received a response on 5/31/2023 that it did not go through and resubmitted on 6/2/2023. 

  At this time, we received your message to our billing team stating that you had not received an EOB regarding the test and our billing team confirmed the plan type and ID number we had on file as correct. By October we had no response on the claim and transferred the reduced patient rate of $199.00 to the patient. You reached out stating intention to file a complaint unless billing was resolved. Our billing team investigated the issue further with the Regence plan to determine why it was not received and found an updated claims address. You were informed that if the insurance company covered the cost of the claim, $549.00, the payment of $199.00 would be refunded. The claim was resubmitted and went through. 

  CDI did not intentionally mis-bill, a claim was submitted in April just after the test was reported. The issue was due to the claims address not being up-to-date, which was resolved. We apologize for the inconvenience and the additional time spent in attempting to have the claim processed correctly. However, we received the insurance companys determination on the claim in October, which was to pay a fraction of the claim amount, $99.26. As the insurance did not cover the claim amount of $549.00 The patient is responsible for the balance up to our patient maximum of $199.00. This is why we will not be issuing a refund. 

  Best,

  *******

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  This billing practice sounds shady and unethical. I spent a good deal of time trying to have this resolved by calling & emailing Commonwealth Diagnostics numerous times as well as contacting my insurance company on this matter, and the outcome is that I am still required to pay the $199 and the Commonwealth has benefitted from the effort I put forward by being able to bill both the the consumer and insurance. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 01/12/2024

  Hello *******,

  While we understand the frustration regarding the additional time spent on this claim, the billing terms are clearly listed on the requisition form. If the claim amount is not covered in full by the insurance company, the patient is responsible for the out-of-pocket cost of the test. This is fairly standard for medical billing where it may take months to hear back from insurance before a balance is forwarded to the patient. At the time of your testing, the claim amount billed to insurance was $549.00, with the out-of-pocket maximum at $199.00. As insurance did not cover the claim amount in full, the patient is responsible for the amount of $199.00.

  Best,

  *******

   

• Initial Complaint

  Date:07/28/2023

  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.

  Hello,Date of service 3/31/23 My name is *************************************** and I am a patient of ************** (**** Care Way ************ **************************) who is in my insurance in-network benefit. My insurance company is ***************** Blue Shield and my member ID is ************. ************** wanted me to do some breath testing for SIBO through a company called Commonwealth Diagnostic International *** (******************* ************). Her office called my insurance company and confirmed that I can use this company because it was listed under my in-network medical plan benefits. I also called 3 different agents at ***************** Blue Shield and they confirmed that YES I can use this CDI company because it is listed under my in-network benefits. I also looked in my insurance patient portal and confirmed that it was indeed listed. The insurance denied the claim on 4/19/23 even though they all confirmed yes the provider was in-my network. I have spoken with the following ********** Blue Shield agents on the following dates:******** on 5/16/23. She contacted the CDI company to hold the bill and will adjust the claim because it was processed incorrectly ******** on 5/30/23: Told me to wait ***** days and said she spoke to ***** from CDI (************ and the bill will corrected)******* on 7/18 and 7/28: Message the ***************** Blue Shield adjustment department to have the bill adjusted because it was processed incorrectly. Told me they said the *** listed for the provider Commonwealth Diagnostic is showing Out of network so the bill cannot be covered. My resolution is to have the bill adjusted properly to reflect my in-network benefits at the time of service which means I would have a $0 final bill from CDI.The provider was listed under my in-network benefits (per my insurance company agents confirmation, ************** office confirmation and my member portal) so the bill should have been processed in-network. Thanks.************

  Business Response

  Date: 07/31/2023

  Hello,

  CDI is not in network with the patient's insurance provider, that is why the claim was denied. As a 3rd party lab, the billing is submitted with CDI's NPI & Tax-ID number, not the physician who ordered the test. Attached is a copy of the requisition form, completed and signed by the patient, which outlines the insurance and billing policies as well as an overview of our insurance and billing information, which includes a list of in-network insurance providers. By signing the requisition form, the patient accepts the terms and recognizes the responsibility of the out-of-pocket cost when not covered by insurance. As the claim was denied due to being out-of-network, CDI has received no payment for this test. The patient is responsible for the reduced out-of-pocket cost of $199.

  Best,

  *******

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  CDI was deemed to be in my network by numerous parties including the insurance company, the doctor's ****** and CDI themselves at the date of service. It was also listed in my member portal as in-network. 

  
  Regards,

  Kokougan

   

   

  Business Response

  Date: 07/31/2023

  Good morning,

  CDI is in Network with BCBS of MA only, your plan is listed as BCBS of VA which is a separate company. If the information provided to the insurance company was through your physician's office (physician's NPI), that would provide inaccurate information as to network coverage. Your insurance company responded to the claim from CDI as out-of-network due to using our NPI and Tax-ID because we do not have a contract with them. As we do not have a contract and they denied the claim, paying no amount, you are responsible for the reduced out-of-pocket cost to which you agreed by signing the requisition form.

  Best,

  *******

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  How come I was told CDI was in network then? In addition, how come your company was listed on my in network benefits page at the time of service? 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kokougan

   

   

• Initial Complaint

  Date:07/09/2023

  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.

  Commonwealth Diagnostics sent us a bill for $199 for testing services. We paid the bill through my husband's HSA account with ********** via Bill **** Optum used a virtual card to pay Commonwealth Diagnostics. Commonwealth billed me again claiming that had not received payment, so we sent them a personal check from our ********* which they cashed. Meanwhile Optum provided us proof that Commonwealth did receive the virtual card payment on 5/10/23. Commonwealth continued to deny receiving that payment up until about a month ago when we received a call from them acknowledging that they received both payments, and they would be sending us a refund. About two weeks ago, we called and they indicated that no action had been taken on it. We told them that if we did not receive the refund by 7/7/23, that we would be reporting their stonewalling to BBB. We still have not received the refund for the overpayment.

  Customer Answer

  Date: 07/20/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/26/2023

  Hello,

   

  This has been addressed with the patient directly. The insurance payment and check payment from the patient were verified and the billing department is issuing a refund. We are waiting on an ETA from the billing team to provide that to the patient.

   

  Best,

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

  Customer Service Manager

• Initial Complaint

  Date:01/26/2023

  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.

  Commonwealth Diagnostics International (CDI) shipped a SIBO Test Kit to my home. I completed the test & shipped back to CDI with a copy of the front & back of my insurance ************* a form authorizing them to bill my insurance. I did not see any information specific to pricing or excluded insurance companies in the kit.On 1/24/23, I received a discounted invoice from CDI for $199. I immediately called & spoke with one of their **************** Representatives. He said that CDI filed a claim for this lab test to my insurance on 12/30/22, but insurance refused to pay because they are out of network. I called my insurance to research. My insurance confirmed that they NEVER received a claim for me from CDI. I also reviewed all of my December medical claims on my insurance companys website to verify that CDI did not file a claim & that no Explanation of Benefits exists that my insurance denied payment.Then, I called CDI back to advise them that my insurance was never billed. I asked the **************** Representative to email me written proof they billed my insurance. He stated that has to come from the billing department. When I asked to speak with their billing department, he said they do not have a phone number but provided an email address. I emailed their billing department asking them to call me & to file this claim with my insurance. As of today (1/26), I have received no reply.If you compare my complaint with the content of other BBB complaints filed against CDI, there is a consistent theme of poor customer service and lack of transparency in pricing, billing, & filing insurance. There are many red flags about CDI as a company, not the least of which is their C rating with the BBB. That speaks volumes!

  Business Response

  Date: 01/26/2023

  Hello,

  First, ****'s original correspondence was only 2 days ago, 1/24/2023.

  Your insurance was not billed due to being a state funded health care plain, BCBS *************. As noted on our website, order form, and the requisition form signed and returned with your test kit, CDI does not bill any ************** Funded Healthplans. By taking and returning the test kit with the signed requisition, you agreed to the responsibility of the out-of-pocket cost of the test of $199. CDI does offer payment plans as well as financial assistance for qualifying patients. The financial assistance form as well as a copy of the requisition form for test DX312154 have been sent to the patient. 

  Best,

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

  Customer Answer

  Date: 01/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  First, the **************** Rep had a different excuse saying my insurance wa sour of network. Now they are saying I have state subsidized insurance. Maybe they should have reached out to discuss with me before making assumptions. I do NOT have a state subsidized insurance plan, such as ******** or ***************************** card CLEARLY states I am a State Employee that pays for my insurance. I WORK for the state government. This is in no way the same as ******** or ********* CDI can feel free to confirm this fact with my insurance. I request CDI bill my insurance.
  
  My complaint with BBB stands.
  

  
  

  Business Response

  Date: 01/27/2023

  Your card clearly states, "*****************", which is why it was marked as ******** and not billed. It is not clear that is says it is for state employees as it is a faxed copy. I will have the billing team take another look and submit the claim.
  

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I have attached several email communications with CDI as proof of the details I provided below.

  On my insurance card, under ********************, it says for Teachers and State EMPLOYEES. CDI, why are you trying to defend the indefensible when you are completely in the wrong? Instead of owning your mistake, APOLOGIZING for all of the hassles and time wasted, and promising to do everything in your power to make it right, you have been defensive and aggressive. If your company owned up to its mistakes and was more transparent, your rating and reviews would certainly be better. There is a pattern of complaints reflecting insurance billing issues and lack of transparency with costs.
  
  Also, in an email communication to me (see attached), you stated my insurance card was faxed and the information was hard to read. To be factually accurate, I photocopied my insurance card, ensured the copy was clear and legible, and enclosed it in the test kit per your written instructions. There was no faxing of the insurance card involved on my end. I kept a copy of all the materials I returned to you in the kit and the photocopy was legible. The photocopy clearly shows ******************** Teachers and State EMPLOYEES. The word ******** is nowhere on the card/photocopy. I can upload the photocopy of my insurance card I provided to you in this portal if needed.
  
  A key point that you have FAILED to acknowledge is that your **************** Rep lied telling me that my insurance was billed on 12/30/22, rejected payment because they were out of network, and that I was responsible for paying $199. That was a complete fabrication. 
  
  I have contacted the Clinical Lead with my provider at *************, *******, to alert her to this concerning matter. They plan to take a fresh look at your company and your ratings on the BBB. They were completely unaware of your companys complaint history.
  
  I would appreciate it if you would do the right thing, quit wasting my time, and bill my insurance as you should have done in the first place. As you can see from my insurance card, I am a state EMPLOYEE and have a job to do. 
  

  Regards,

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