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:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $6,538 for a service that i did not authorize. I asked my doctor and they did not authorize. As you can see in the attachments, I have asked several times for additional information on the authorization and the services which they claim were performed. All i receive is a bill with a line that says "hrdtry brst ca-rltd dsordrs" or in the email "procedure code ***** (test comprehensive common panel)". You would think that for a $6,538 bill there would be more detail on what this company claims was done. The fact that apparently my insurance company already paid over $6,000 is a sad statement in itself. on 9/20/23, Genedx sent a letter stating that i had 30 days to respond or they would place with a collection agency. on 9/22/23, Genedx apparently already sent this to a collection agency based on the letter of same date from Accurate Recovery Solutions. Can you please assist me with this company that seems to love to bill people. Thanks in advance. ****

  Business Response

  Date: 12/04/2023

  November 30, 2023

  Dear BBB representatives,
  We received your letter regarding the above complaint dated 10/13/2023. We thank *** ****** for bringing this matter to our attention, and regret that he did not have a satisfactory customer experience. When *** ****** contacted our billing department with questions about his bill, including his inquiry about the details of what testing he
  had completed, our billing department responded with the name of the test and the procedure code. This response did not provide the level of detail that the patient was requesting. We have since provided him with this detailed explanation, including a list of the genes assessed, an explanation of how this testing is performed, as well as a review of how this test informs patients about disease risk. While his institution has sent the results to him via their patient portal, we have also offered to send *** ****** a copy of the detailed report that was sent to the ordering provider. 

  In this complaint, *** ****** stated that he did not authorize this testing. We have standard operating procedures surrounding documenting that patient consent was obtained, and in this case, his institution indicated at the time of order entry that consent was obtained. We have contacted the institution where he had his testing ordered, and we
  were able to provide *** ****** with information regarding the date/time that he consented for testing, as well as provide him with information regarding when information about the testing was sent to him through their patient portal, including the timestamp of the when he accessed that information. We have given him a phone number where 
  he may contact his institution for more information if he is unable to locate these details within their patient portal.

  Lastly, we reviewed the bill that was sent to *** ****** to make sure it reflected his responsibility per his insurance coverage, representative of his unmet deductible and co-insurance. We have offered to connect him with our billing manager should he have further questions about his financial responsibility for this testing.
  

  We ask you to consider this complaint to be fully resolved. Please let us know if you any further questions.
  

  Sincerely

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GeneDx billing issue

  Customer Answer

  Date: 09/15/2023

  A genetic test was estimated to cost me $134.13 by GeneDx. The final total was $447.11.  If I had been told that the actual cost of the lab test may have doubled the $134 estimate, I would not have consented to have it done.  The $447 bill ended up being more than triple that! I've made multiple phone calls to GeneDX.  Since an estimate cannot accurately reflect the final amount, I stated that I would be willing to pay the $134 quote or a little bit more.  Each time, GeneDX promised to call me with an update and to escalate my case.  They never called me.  Instead of calling again this time to protest this unapproved charge, I choose to lodge a complaint to have this issue resolved.
  
  In February 2023 I completed a form for genetic testing at ******************.  The test was to be performed by GeneDx.  The information said that cost is $99 but the form said GeneDx will call me first if my cost is more than $99.  And they did. The GeneDx representative informed that they filed it with my insurance, *****, and that my cost would be $134.13. I was assured that the estimate was solid.  I asked to make sure GeneDX was confident with the estimate and the representative said yes because their system is connected to *****. I then consented to proceed with the test. 
  
  I understand that it was only an estimate and the final price may not be exact to the penny, but if I had been told that the total cost might double, I would not have continued with the test.  And it ended up being more than three times!  I called numerous times and spoke with various agents (names I documented include ******, *****,and *****).  They all spoke professionally, but none of them followed through on their commitment to call me. I've asked that they listen to the recording of the discussion during which the GeneDx salesperson gave me high-confidence assurances about the $134 estimate.  I firmly believe I was completely deceived!

  Customer Answer

  Date: 10/19/2023

  First of all, thank you for the update.

  On September 29, I paid GeneDX $447.11 to avoid being forwarded to a collection agency.  I kept getting bills from them.  I'm asking for a $300 reimbursement from the $447 payment I made. I once more asked GeneDX to listen to their tapes.  I've been requesting the exact same thing from themproof that their salesperson clearly deceived me.  The woman I dealt with, ******, promised to elevate it to their management, who would then get in touch with me.  Nobody has contacted me.  Every time I call, I receive the same response, and nothing happens.  Of course, I'm willing to pay the $134 that was agreed upon when I consented to the procedure.  I am requesting $300 refund from the $447 payment I made, which is a lot more than what they said would be my cost.  If I had known the test would cost more than $400, I would not have done it at all.  Thank you.

  Business Response

  Date: 11/03/2023

  November 1, 2023

  Dear BBB representatives,
  

  We received your letter regarding the above complaint dated 10/3/2023. We thank *** ********** for bringing this matter to our attention, and regret that she did not have a satisfactory customer experience.
  

  When the patient’s provider performed a Benefit Investigation, we provided an estimate using a tool that queries the patient’s insurance to estimate patient out-of-pocket cost. The benefit investigation was submitted to ***** and they provided an estimated cost of $134.13 out-of-pocket. However, when the claim was submitted and ultimately processed, the patient’s responsibility was higher due to unmet deductible. Given the significant discrepancy, we worked with the patient to reduce her financial responsibility. We ask you to consider this complaint to be fully resolved. 

  Please let us know if you any further questions.
  

  Sincerely,

  Medical Director
  GeneDx

  Customer Answer

  Date: 11/13/2023

  I have seen the $197.11 refund to my account from GeneDX.  It was dated Nov 6, 2023.

  Thank you, BBB, for your assistance.

  Sincerely,

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

  Customer Answer

  Date: 11/14/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:05/01/2023

  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.

  My wife had genetic testing done through GeneDx on Nov 6, 2022. We received a bill for $2000, which was much higher than our clinician had indicated, but that is not the core of the problem. The issue is they refuse to work with our insurance company (****** ****** ****) which is listed as accepted on the GeneDx website. They claim the test is "non-insurance payable" and will send absolutely nothing to the insurer. I went ahead and filed a claim with the insurer using their bill, and the insurer requested information from them by mail. They did not respond to the insurer. We called GeneDx and had them change the bill from the self-pay option to an insurer-paid option, which was confirmed by an email. They even allowed us to add our insurer to the account. I then had my insurer call them and request the documents, which they said would be sent within 24-48 hours. They sent nothing to the insurer. I had my insurer call them again, this time they said they would not send anything and this is a non-insurance payable test. Apparently, someone in management blocked the documents from being sent after the previous call. They also abruptly hung up on the insurance company during this final call, which is incredibly unprofessional. The $2000 is more than half our deductible, and GeneDx won't even allow us to get this bill counted for that! They won't do anything, or help us in any way. I highly recommend using another company for your genetic testing. GeneDx will charge you more money and will not even send information to your insurance to allow you to claim a deductible.

  Business Response

  Date: 07/05/2023

  July 3, 2023

  Dear BBB representatives,
  We received your letter regarding the above complaint dated May 25th, 2023. We thank *** ***** for bringing this matter to our attention, and regret that he and his wife did not have a satisfactory customer experience. The patient underwent testing that is only available as patient pay and was ordered as such by her healthcare provider. The patient and her husband were frustrated that records had not been submitted to their insurance on their behalf. Our billing representative could have explained more clearly our self-pay policy, and what documentation we would be able to provide to allow them to submit a claim to their insurance. Ultimately, our Billing Senior Manager has since spoken with the family and has clearly reviewed the self-pay policy, and how they can request records to aid in their insurance claim. They also have her direct line if they need any additional assistance. We ask you to consider this complaint to be fully resolved.
  Please let us know if you any further questions.
  

  Sincerely,

  Medical Director
  GeneDx

• Initial Complaint

  Date:02/15/2023

  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.

  ************************* from ****** Medical ordered 2 GeneDx genetic tests for me during my appointment with her on 2/9/22. For some reason, GeneDx billed my insurance shortly thereafter (Feb. 14/15th) despite the following: my test kit had not been sent to them yet, a preauthorization was not completed as required by my insurance, and no authorization was given by me for the tests to be completed. I received a call from a GeneDx representative at the end of March (3/31/22) letting me know that they checked my insurance for both tests and the only financial responsibility I would have is $530. I asked the total costs of the tests and he told me $1500. He asked if based on that information if I would approve moving forward with the tests and I said yes. I called GeneDx on 10/7/22 inquiring about the $530 bill. I was told by a representative incorrect information that I completed a test in November and that my insurance didn't cover it. I contacted Genome Medical and spoke with ****** about my situation with GeneDx since they referred me. ****** reached out to a GeneDx supervisor and cleared up that my test was ordered in February 2022, not November 2022, and she got a copy of the Benefits Investigation that was completed for me. ****** was also told my max responsibility would be $530 and she sent me a copy of the Benefits Investigation that stated that. Now Feb. 2023 and no word from GeneDx, I contacted ****** ********** and ***** Claims on 2/2/23, representatives in both departments told me that GeneDx did not complete a preauthorization as is required by my insurance to have the tests covered and that I was not responsible for the balance as a result. They told me to confirm a zero balance with GeneDx as the insurance informed them of this, and if I couldnt confirm this, to call back and file an appeal. I keep trying to reach a supervisor to confirm this zero balance. If I dont hear from someone soon, I will be filing an appeal and contacting Consumer Affairs.

  Business Response

  Date: 03/14/2023

  Dear BBB representatives, 

  We received your letter regarding the above complaint dated February 26, 2023. We thank **** ***** for  bringing this matter to our attention, and regret that she did not have a satisfactory customer experience. When the patient initially contacted our billing representative, the patient was mis-informed regarding her  out of pocket cost and the benefit investigation process. Just a few days before receiving this formal  complaint, we were notified by the healthcare team coordinating her testing that the patient was concerned  about cost at which point our Billing Senior Manager contacted the patient, reviewed the billing  investigation process and the actual estimated cost. The billing representative who provided  misinformation is undergoing retraining. We also followed up with the office of the provider coordinating  testing to apologize for the miscommunication and gave an update. 

  Since that time, the claim has been processed and was denied due to lack of prior authorization.  Accordingly, the patient responsibility was adjusted, the patient was contacted by our Billing Senior  Manager with this update and accepted the resolution. We ask you to consider this complaint to be fully resolved. 
  

  Please let us know if you any further questions. 
  

  Sincerely, 
  
  Gabriele R******, MD, FACMG 
  Medical Director 

  Customer Answer

  Date: 03/21/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do greatly appreciate GeneDxs professional response and resolving the matter with me. I do have some additional comments I want to include here: The original claim for my genetic tests was not just processed but was denied over a year ago due to a lack of prior authorization and the additional claims submitted since were seen as duplicates and also denied. Per Optum, a retro preauthorization could have been submitted to correct the issue but was not done. I had been trying to contact a supervisor since October 2022 and don't feel that it should take filing complaints to get a response from one. As far as your representative who gave misinformation to me, no amount of retraining could help her attitude and level of professionalism. She told me that GeneDx had no obligation to bill people’s insurances correctly and was extremely rude each time I spoke to her. She also would never allow me to speak to a supervisor. She obviously dislikes her job and should not be in customer service. 

  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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 had genetic testing done. I was invoiced & paid in Sept 30, 2022. Statement # ****** accession # ******* $900. Other invoice #****** accession #******* for $325. Total of $1225.00 paid 9/30/22. Then billed again I paid several smaller payments & then $1075. Same accession #s. I think I have paid this twice. Please advise

• Initial Complaint

  Date:08/24/2022

  Type:Order 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.

  GeneDX was completing gene testing on my daughter. They asked for gene samples from both parents. When the gene kit was returned to GeneDX the insurance information was provided for each of us. GeneDX sent a bill stating we owed full amount because Dr submitted as self pay in error on order. They refuse to submit to insurance and demand full self pay price, even though they submitted daughters to insurance and they have insurance information on myself as I am the primary on the medical plan. They never called to say they have conflicting information, since we submitted the insurance information and doctor stated self pay in error. They refuse to submit to insurance even though the paperwork had it included. I have contacted them on 8/10, 8/11 and 8/24 asking to process with insurance and they won't. I want others to be aware as genetic testing can be expensive and their refusal to submit to insurance, if doctor makes error on order, is unacceptable!

  Business Response

  Date: 09/21/2022

  Dear BBB representatives, 
  We received your letter regarding the above complaint dated 8/31/2022. We thank *** ********* for  bringing this matter to our attention, and regret that he did not have a satisfactory customer experience. When the patient’s provider marked the testing as self-pay and we were notified of the error, it was beyond  the time window at which we could submit a prior authorization (which is a requirement of the patient’s  insurance). This was the reason why we initially denied switching testing to insurance bill, with the goal of  having the patient submit the claim separately. In the meantime, we have since spoken with the patient and  have made an exception to our billing policy, submitting the claim to his insurance. We ask you to consider  this complaint to be fully resolved. 
  

  Please let us know if you any further questions. 
  

  Sincerely, 
  
  Gabriele R******, MD, FACMG 
  Medical Director