Business Profile
Medical Lab and Testing
Genova Diagnostics, Inc.Reviews
Customer Review Ratings
1/5 stars
Average of 11 Customer Reviews
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Review fromLucy F
Date: 01/17/2025
1 starLucy F
Date: 01/17/2025
Shady billing indeed... I paid $250 up front for a $450 test with the understanding that I may have to pay the additional $300 at the end if my insurance was to not cover it. My insurance denied the claim because Genova attempted to bill them $2613 for the $450 test. Genova was up my ***, threatening to send me to collections for the remaining $300. I paid the $300 myself but when my insurance told me I was not responsible for this payment, and that they were investigating this with the fraud department, I called and asked Genova for a refund. They told me it would take up to 3 MONTHS to get my refund. This was in August and I still have not received my money back. I already attempted to resolve this with Genova over the phone but have been unsuccessful.Genova Diagnostics, Inc.
Date: 01/21/2025
Hello Mrs. ********* sorry to hear that your billing experience didnt match your expectations. The amount we quoted online ($578) reflected your out-of-pocket costs for services, not the full cost which was billed to your health plan. Because were out-of-network with your health plan, they often dont process claims for our lab services. We adjusted most of their denied charges to keep your costs consistent with what we quoted you online.After everything was processed, you were charged a total of $553, which was lower than the out-of-pocket potential that we quoted online prior to your submission of services.I do see a note on your account with a request for a refund, however, your insurance company has not indicated any change in their processing of the claim, and thus no refund is due at this time. If your insurance company re-processes the claim and supplies adequate payment for the services, then a refund may be due at that time.Please do not hesitate to contact us if you have any additional questions.Sincerely, Genova Diagnostics ******************Review fromLarry L
Date: 12/27/2024
1 starLarry L
Date: 12/27/2024
0 STARS GENOVA is definitely doing SHADY BILLING practices. Three test done and because insurance would not cover, paying out of pocket. I was told by ********* if pay the company directly then get a discount but they did not know how much. Estimate given for total payment was around $****** my surprise the tests totalled $1000+ . Paper bills started to arrive around the major holidays Halloween, Thanksgiving and Christmas.The original ***resentative was very nice and patience. And I paid off the lowest one as soon as possible and the more expensive ones, I made initial payments on BOTH to deal with whole round numbers when future payment plans would be set up, and at THAT time I would NOT require another payment but allow me to bill the subsequent payments out 30 days.Again trying to work with the days around my pay schedule and keep numbers simple AND work within my own VERY LIMITED budget, I gave reasonable options to pay back GENOVA's over-priced fees (of tests prices supposedly on sliding scale).However, there was a lot of phone tag, so by time I reached a different live agent she was extremely rude and demanded payment that day w/ unreasonable amounts /time period for payment plan. I requested higher manager and within minutes the *** or someone Hung Up on **** had to call again, new *** nice but constantly going back and forth to talk to "manager" so I asked to talk to "manager" directly. Suddenly, manager NOT available. Waited MANY hours until call back from "manager".Manager- RUDE, INCOMPETENT, LIAR I had paid off one account, set pmt plan for another acct, and made ANOTHER pmt toward 3rd acct but still THREATENED with COLLECTIONS on a DISABLED patient's CREDIT, because I can't do their UNreasonable amount of payback in THEIR time fra**** have already PAID money, in GOOD FAITH, tried to work with them but obviously this is a money SCAM and now, I am worried their tests are FAKE too.CLASS ACTION lawsuit, info in SOCIAL MEDIAGenova Diagnostics, Inc.
Date: 01/21/2025
Hello *** or Mrs. ******* sorry to hear that the billing experience didnt match your expectations.I reviewed the notes on your accounts, and it does appear that we have both of your remaining accounts on payment plans. It does look like we extended at least one of those payment plans upon your ********** long as consistent payments are made according to your payment plan arrangements, then your account is in no danger of outside collection activity.If you have any questions, please dont hesitate to contact us at *******************************************************************Review fromMary R
Date: 12/11/2024
1 starMary R
Date: 12/11/2024
I am super aggravated that I didn't read up on this company before I ordered a $400 useless test. I thought I had used them in the past but I mixed them up with a competent company (*********). I thought I was ordering a Methylation Panel which is what they tout on their website. Instead, I ordered a Methylation Genomics test that is basically gibberish. The customer support is non-existent. Both the live chat and the toll-free number employ rude condescending a-holes as "customer service" representatives. Had I read the reviews on Genova, I definitely would not have used these jerks.Genova Diagnostics, Inc.
Date: 12/26/2024
Hi ****,Thank you for sharing your feedback. We sincerely apologize for your experience with our customer service team. This is certainly not the level of service we strive for, and we will be reviewing your comments to ensure our team provides a more supportive and professional experience moving forward.I wanted to also apologize for the frustration and confusion youve experienced with your recent order. Clinicians commonly use genomics to better understand why a patient has methylation problems and if interventions require a life-long focus. The Methylation Panel requires a blood draw to measure markers in the methylation pathway and is only orderable through a healthcare practitioner's office. Methylation Genomics requires a buccal (cheek) swab to measure the genetic anomalies that affect the methylation pathway, and can be ordered by patients to collect at ******* get the most out of our services, we always encourage customers to review results with their physician. The testing we offer is very comprehensive, and physicians can be a great partner for interpretation as well as developing a treatment plan, when necessary. While we are not able to perform result interpretation with you directly due to compliance restrictions, here is a link to our clinical support guide which you can supply to your physician. Genomic *** information can be found beginning on page 28, : *********************************************************************** hope that helps add some clarity, but if theres anything else we can do aside from result interpretation, we encourage you to give us another chance by contacting one of our managers directly at ************.Best Regards,****Review fromLauren M
Date: 02/16/2024
1 starLauren M
Date: 02/16/2024
I had this test ordered by my doctor and my daughter's pediatrician. My daughters pediatrician told me my insurance would cover the test and they are in network... WRONG. They billed my insurance per test over $2K., I paid two copays one for $179 and another copay $209. My insurance paid on both tests, over $400 towards both tests. Now, Genova is billing me an additional $269 for my daughter's test, and I my test is still pending with insurance, because insurance did not send them an EOB? Do not use insurance if you take this mediocre test, it was not beneficial and blood work from a different lab should the same results.Crooked company scamming people out of more money.Genova Diagnostics, Inc.
Date: 02/22/2024
Hello ***********************,I'm sorry to hear you had a less than ideal experience. Did you use our website when submitting your laboratory orders? We do provide estimates of out of pocket costs on our website so you're aware of the potential costs prior to submitting the labs. It's true that many insurance companies don't provide sufficient coverage on comprehensive lab services. We do provide discounts in these cases to help offset the costs, and we're also able to set up payment plans in most situations. If that's something you're interested in, please feel free to contact us at ************ or by emailing **************** Best Regards,****Review fromRebekah C
Date: 11/15/2023
1 starRebekah C
Date: 11/15/2023
Horrible experience. Took forever. Customer service trying to tell me if I was my daughter's legal "chain of custody" or not (multiple times each time I called) was stupid, and rude. I had to call often for weeks because the test was delayed and because she was a minor, they won't send any notification when it is finished, so I had to physically call every day. And then they act as if I'm trying to get someone else's kid's data...just for fun apparently! Insane waste of time...and now that I finally have the results...A TOTAL WASTE OF MONEY AS WELL!!She has reactions to a number of foods we already know about and eliminate. We were told to eat a tiny bite of anything we suspect reactions to so that they show up. We did...and ended up in the ER....AND IT DID NOT SHOW UP ON THE RESULTS OF THIS TEST! This scam of a test shows her completely clear to eat those foods. A dangerous, wasteful, time-consuming and extremely negative experience all around.I have not heard back on balances, but will be sure to update if I do. I was told by the doctor's ****** that the entire test was $500, so these $2k+ reports on a trash test are concerning.Genova Diagnostics, Inc.
Date: 11/30/2023
Hello *********************,Were sorry to hear that our service level and product did not meet your expectations. HIPAA guidelines state that we must verify responsible party information for patients who are minors. We recognize that this can make things more difficult when trying to access information. While this is not our intention, the *** enforces these rules strictly and we must abide by them as an entity providing healthcare services.Concerning the allergy testing, if the foods in question had not been consumed within a specified timeframe of the product, they will not show on our testing results. IgE antibodies have a circulating half-life of 1-5 days, so any reaction shows current exposure to the antigen, meaning exposure within the several days immediately prior to collecting the test sample. The circulating half-life of IgG is approximately ***** days, which means that by approximately 3 months, antibodies to a particular food may be absent if the food has not been consumed by the patient. In other words, if the patient has not consumed the food prior to testing, no reaction to that food would be expected. We list all this information on our website as well for reference (*********************************************).We hope this helps to clarify, but if you have any additional questions, please dont hesitate to contact us.Best Regards,****Review fromAnnelise L
Date: 09/15/2023
1 starAnnelise L
Date: 09/15/2023
Deceptive billing and fraud. I wish I had seen their lawsuit and reviews online before using it. First of all, they messed up my initial test and left a voicemail that it was invalid yet never refunded me. I had to retake the test since they wouldnt refund me. Also, I was initially told that the total bill would be under $400 out of pocket. I never would have agreed to this test for more than that. After the test was done, they sent me ANOTHER bill for a few hundred. It was not what I was told on the phone and wasnt right to have to pay it (as all other patients state). Because *** been disputing the charge, they charged me almost triple the amount for a late fee! Yes, I said triple, which makes it over a thousand-dollar bill. Some poor patients online state they have been charged even more. So sad and dishonest. Their response was rude and of no help. They say it was all in fine print. No court system would site a fine print stating a triple charge. They think they can get away with fraud with sick patients but they will not. They already lost in court as the system saw they scammed ********* I have all phone calls and interactions and fortunately could care less about their threat of collections but many others being scammed arent as fortunate so I am going after them for that alone. I will be sending letters and all reports and lawsuits online to every doctor I can so they can see that they are hurting patients, many of whom are shocked by the bait-and-switch pricing and scam. I am thankful to see people standing up so they wont continue to survive. Its very unfortunate. My ****** was to always know who you give business to and now I will spread the word and read reviews.Genova Diagnostics, Inc.
Date: 09/22/2023
Hello ***************,Im sorry to hear that the experience didnt meet your expectations. If you would like, I would be happy to investigate your situation and see if I can provide better clarity on the billing process for your order. If we stated through our materials that your price would be under $400 for a particular test, then well of course honor that quote.Please feel free to reach out to us at *************** and mention my name in your message, along with your invoice/order number.Best Regards,*******************Review fromBARBARA B
Date: 08/23/2023
1 starBARBARA B
Date: 08/23/2023
IF SOMEONE FILES A CLASS ACTION LAWSUIT AGAINST GENOVA, PLEASE INCLUDE ME! I ordered an allergy testing kit. Their listing was very misleading and the test results bogus. I've had allergy/sensitivity testing (blood drawn since it's more accurate) done at my ********************** (an MD well known in the field). I wanted to save time and money for some up to date retesting, so I ordered testing done by Genova. Genova's blood drawn test results even showed me not be allergic/sensitivity to food items I've had anaphylaxis or hives from and allergic/sensitive to foods I have no problem with. When I contacted them (including a manager), they insisted the results were accurate and refused to refund me since they said they ran the tests results in their lab. Running erroneous tests does not qualify for payment in my world. AVOID THIS COMPANY!Genova Diagnostics, Inc.
Date: 08/25/2023
Hello *******,
We're sorry to hear that you were not pleased with the outcome of the results.Our food sensitivity testing will not show a sensitivity to a food that has not been consumed within the designated timeline associated with the testing performed. At Genova, we perform both IgE and IgG food antibody testing. IgE antibodies have a circulating half-life of 1-5 days, so any reaction shows current exposure to the antigen, meaning exposure within the several days immediately prior to collecting the test sample. The circulating half-life of IgG is approximately ***** days, which means that by approximately 3 months, antibodies to a particular food may be absent if the food has not been consumed by the patient. In other words, if the patient has not consumed the food prior to testing, no reaction to that food would be expected.
We hope this helps to clarify, but if you have any additional questions, please do not hesitate to contact us again.
Best Regards,
****
Review fromMikaela P
Date: 07/24/2023
1 starMikaela P
Date: 07/24/2023
Deceptive billing practices. Specifically wont go in network with insurance so they can bill insurance AND bill you again after initial payment. They state all this information is on their website yet they cloud it with as much information as possible. **************** said 80% of customers call in with the same concern - maybe thats a sign that your billing system should be reevaluated. They lost out on any referral I wouldve made to them because of their greed.Genova Diagnostics, Inc.
Date: 07/25/2023
Hello *****************,Im sorry to hear that the billing for these services did not meet your expectations. We do provide out-of-network information to all customers during their online ordering process, and include potential costs for services should you decide to have us bill your insurance. I did a review of your order and I do see this information was provided prior to you sending in specimens.At this time, we would be happy to work with you on a payment plan for your order. If thats something youre interested in, please let us know.Best Regards,****Review fromMarlene H.
Date: 03/13/2023
1 starMarlene H.
Date: 03/13/2023
I had trouble with them, as well they don't disclose that you will pay for the test no matter what. The min **st to you will be $85 with insurance. They fail to tell you this when you call my Dr. advised me to call them and see if my insurance takes them. And I spoke to a rep. who told me there would be no **st if my insurance paid for it and gave me a **de that they bill it as to check. I did check with insurance **mpany they paid for it. However when you get the kit you can't activate it without sending them $85.00 which is not what I was told, if they are a real lab that take your insurance the most you would pay is your ** pay. If you ** pay is over this great, but I would stay away from a **mpany that does not tell you up front, so I did not use them thinking they would do the same thing in billing and I would end up paying more.Genova Diagnostics, Inc.
Date: 04/06/2023
Hello ***********************,Im sorry to hear you had trouble obtaining a clear answer about the cost of services. I do want to point out that pricing is available online to all our customers once your practitioner has provided a test collection pack. Pricing varies based on the lab test and the billing option youre using. For those using insurance, we also provide a breakdown of how much your out-of-pocket cost could be depending on how your insurance processes your claim.We understand that trying to obtain cost estimates for healthcare services can be challenging. Our goal is to ensure that all of our customers understand what they will be paying prior to submitting services, and all of this information can be found online when you register.If you change your mind about having the services, please dont hesitate to contact us at ************ and wed be happy to help clarify any addition questions you may have.Best Regards,*******************Review fromMarissa K
Date: 02/10/2023
1 starMarissa K
Date: 02/10/2023
Run from this company, they have deceitful patient billing practices. If you must do a test with them, pay the out-of-pocket cost and submit the out-of-network claim to insurance on your own, DO NOT HAVE THEM SUBMIT THE CLAIMS TO INSURANCE. My doctor ordered a GI Effects test through them and I made sure to do my due diligence and get clarification on the billing options before I moved forward, I literally called them 10 times. They told me that if I paid out-of-pocket and submitted the claim to insurance on my own I would pay $415, and if they submitted the claim to insurance I would pay $179 now, and once they submit the claim I would be responsible for any difference up to $415. Well they submitted the claims to insurance for $2,499 and Cigna covered $476.32, well over the $415, in fact now they have $655.32 which includes the $179 I paid upfront. However, they then billed me $236 on top of the $179 I already paid and when I called to inquire they said that no matter if they billed insurance I still have to pay $415 even if Cigna pays them, except if ***** would have covered the entire $2,499 bill. This was not explained to me at all when I called for clarification before I took the test and the manager I spoke to upon receiving the $236 bill, *****, was not helpful one bit, in fact she laughed at me! If I would have been properly explained how this works, I would have paid the out-of-pocket $415 cost, submitted the out-of-network claim to insurance and have been reimbursed 70% since I already met my out-of-network deductible for the year. I am now having ***** negotiate with them further and disputing the $179 charge on my credit card. Horrible company, stay away.Genova Diagnostics, Inc.
Date: 02/14/2023
Hello and thank you for the opportunity to respond to your concerns. Per our discussions outside of this review, we have adjusted your account to a $0 balance and have sent out a letter for reference.We wanted to again apologize for the complexities you experienced in getting in touch with us and around any misunderstanding related to out of pocket costs. It is very important to us that customers are informed about costs prior to receiving services. While we do provide this information online, and Ill be sharing your feedback with our managers, representatives, and web developers as an opportunity to enhance our dialogue on this matter.Best Regards,*******************
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