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:04/11/2025

  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 ordered a *** diagnostic lab test that ships to your home from Genova Connect on their website on 4/3/2025. No where during the check out process did I see that there would be a non-refundable fee if I were to cancel the order. I received an email confirmation at 10:23am of the order I placed for $265 which stated the refund policy as follows "Orders cancelled within 45 days FROM RECEIPT OF COLLECTION PACK and not returned to our lab will be eligible for a partial refund. The $40 non-refundable portion of each order includes $15 physician fees as well as the cost of the collection pack and shipping." Just an hour later I cancelled my order at the direction of my *** I received an email confirming my cancellation dated 4/4/2025 at 9:10am which again restated "Your original payment, minus the $40 non-refundable portion which includes THE PHYSICIAN FEE AND COST OF MATERIALS AND SHIPPING, will be refunded to your credit or debit card." NOTE - I cancelled my order so quickly that no kit was ever shipped to me. There is NO REASON for me to be charged the $40 fee when I have received no materials or services from this company. They even state in their own policy why that fee is non-refundable, all of which do not apply to me since I received no kit and no services. I would like the remaining $40 refunded to me, otherwise I view this as a scam where they can just charge people $40 for no reason and without proper disclosure. I tried calling their **************** line and they maintained this policy. When I said I would file a complaint they said they would look into it and I have heard nothing back. In the meantime the refund has posted to my account less the $40 as described. I want the remaining $40 refunded. Thank you.

  Business Response

  Date: 04/15/2025

  Hello *****,

  We have received and reviewed your compliant, and have agreed to return the $40 as you requested.  Those charges are typically non-refundable due to several non-recoverable physician and administrative costs incurred as soon as the order is placed.  While we do reference this at check-out, we'll talk with our web team about increasing visibility on this policy.  We appreciate the feedback!
  
  You should see that refunded within the next 7 - 10 business days, but please don't hesitate to contact us and reference ARBO-****** if you have any questions.

  Best Regards,

  Genova Diagnostics

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/04/2025

  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.

  When I was quoted this test, I was told it was $179. The lab lost my sample, I had to give them another sample and then I received a second bill for $289. Eventually I received the results but there was no consultation or analysis provided about the results. I am not a medical professional so I am not able to interpret them. Therefore, the entire test was useless. I agreed to the $179 fee up front and accepted the risk of uncertainty of the outcome of the results so I am not seeking that back. I am requesting the additional $289 charge be waived. Additionally, when I called to ask about the test, the *** on the phone interrupted me 3 times, so I was not able to attempt to get to a reasonable resolution directly with the company. Therefore, I am seeking resolution with the help of the Better Business Bureau.

  Business Response

  Date: 02/06/2025

  Hello Mrs. ******************* sorry to hear that you had a bad experience.  Ill be passing your feedback onto our customer service manager.  What you have articulated is not the service level we strive to provide.
  
  The lab services we provide at Genova Diagnostics are quite comprehensive and often require a physicians referral before they can be ordered.  In addition, the physician who refers the services is usually the individual who interprets the results.  Based on your order, I do see that you were referred by the ************** and Hormone Balance Center.  Our recommendation would be to reach out to them with any questions about your results (they should have a copy) so you get the most out of your lab services.
  
  Concerning the charges, I was able to pull up your account,along with the online order you submitted, and Ive attached a screenshot to this ticket for your reference.  Your costs were quoted correctly, and you are being billed within the ranges we supplied online before you submitted services.
  
  I do see that your laboratory order was affected by Hurricane ******, and I apologize that you had to recollect the specimens as a result.  I am going to authorize a 25% discount ($72.25) on your current balance due to the inconveniences and the poor service level you described.  This should post to your account within 2 3 business days, and you can check on the status anytime by contacting us and referencing QA-138825.
  
  Please dont hesitate to reach out to us if you have any additional questions.
  
  Best Regards,
  Genova Diagnostics Management 

  Customer Answer

  Date: 02/07/2025

  I appreciate the consideration and the reduction in the bill. I am requesting a 50% reduction. I feel like I got swindled here and this operation is taking advantage of people. After paying the up front fee and the additional 50% I will have zero actionable information available to me. Thanks, ********* ********
  
  

  Business Response

  Date: 02/07/2025

  Hello **** ********,

  Unfortunately, we will not be able to offer a discount higher than what we stated previously.  However, this adjustment should be posted to your account shortly and reflected on your next billing statement.

  If you have any questions, please don't hesitate to contact us at ************.

  Best Regards,

  Genova Diagnostics Billing Management

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/13/2024

  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.

  I requested a Genova stool diagnostics kit from a partner practitioner. Dr. **** placed the order for the Genova comprehensive stool kit. My sample was activated and submitted on 10/8/24 including a payment of $179.99 that cleared the bank on 10/15. The test was submitted with an online reply that a providers lab order would need to accompany the test OR the default tests would be ran. I accepted the terms for the default tests. On 10/10 an email confirmed sample was received. On 10/14 there was a notification regarding possible delays due to the hurricane in lab processing for providers to check stability of samples or delay submitting them until a future date. On 10/22 I submitted an inquiry as to the stability of my sample (stool samples arguably do not remain stable extended periods of days for diagnostic purposes yielding inaccurate results ) and I was extremely ill and needed the results. The automatic reply was that it could take up to 72 hours for a response. On 11/1 I received a message that someone would contact me soon. On 11/4 I did an automatic request to cancel my test, as I already had specimen results from another lab and had to undergo emergency medical care for a severe bacterial infection and within hours I finally got a response by email from Ms. ******* in the billing department that my test was still being processed. I replied directly to her Id like to cancel the test. And her reply was only the provider can cancel your test and it will be ready any day. I immediately reached out to the provider and he agreed he would call the lab to cancel the test. On Monday Nov. 11 results were available (with conflicting information from previous diagnostics causing concern sample was not suitable for processing or worse results were falsified) and the results have a report date of Oct. 31. Which of course- makes no sense. Today, Wednesday, Nov 13 I have a bill in the amount of $2,320. I feel I dont owe and should be refunded.

  Business Response

  Date: 11/15/2024

  Hello Mrs. ****************** sorry to hear that your lab testing and our responses were delayed.  Our main offices are located in *********, **************, one of the areas hit hardest by hurricane ******.  The damage from the hurricane delayed some of our operations, and we apologize that your order was affected by the delays as well.
  
  I looked at your account and your current billing statement shows a balance of $2320, as you indicated. The reason the bill is so high is because your insurance couldnt be billed due to a lack of diagnosis codes from the ordering physician.  We reached out to your physician numerous times, but failed to receive a response from them.  After your conversation with our staff member, there was a period of 7 days (11/4 11/11) between the time of the conversation and when the testing was completed.  We failed to receive any correspondence from the physician during this time regarding cancellation of your order.
  
  While we do require the physician to contact us to cancel services,Im going to see if we can make a one-time exception to waive your remaining charges of $2320.  I wont be able to refund the $179, but you can contact us and reference QA-****** for the request to reduce that balance to $0.
  
  If you have any questions or would like to follow up on that adjustment request, please dont hesitate to contact us at ************.
  
  Best Regards,
  Genova Diagnostics
  

  Customer Answer

  Date: 11/15/2024

  The total amount should be refunded including $179. I accept the refund of $260. Per the conversation today with billing-  the amount if billed to insurance is over $2400.  If it is paid in cash: the amount is drastically reduced to $439.  After many attempts to make contact to check result status while I was ill,  the first response back was AFTER I initiated a cancel test request.  Im being told a test can ONLY be cancelled per ordering provider.  Yet as a patient I have no rights to cancel my own specimen and must pay.  The results of this test are inconsistent with the other lab results which were used in my treatment taken from the same sample .  Therefore,  I have doubts about the validity of the results, patient medical rights, billing practices and would like a full refund primarily because care had to be found elsewhere.  Also:  the test shows reported on OCT 31.  Which is impossible since I was still being told on Nov 4 the test was still being processed. 
  
  

  Business Response

  Date: 11/15/2024

  Hello Mrs. *********,

  I understand your frustration.  However, we never received any confirmation from the ordering physician that the services should be canceled.  The results were supposed to be available on 10/31 but were delayed due to the hurricane.  As we mentioned in our previous response, we're making adjustments to additional balances on your order for the challenges the hurricane caused.  However, given that we did not receive the notice from the ordering practitioner to cancel services, we cannot refund the initial payment of $179.

  Best Regards,
  Genova Diagnostics

• Initial Complaint

  Date:10/29/2024

  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.

  My doctor ordered testing for me from Genova Diagnostics in May 2023, I paid upfront for the cost of the test around $250 since insurance was not used. I have since been billed multiple times the last bill was for another $250, at the time I was going through health issues and was confused but in my vulnerable state didn't question it and did pay Genova another $125. However I have never received an actual itemized bill stating what I am paying for. I received notices by email to pay now through a link on the email, but still no information on what I am being billed for. I kept receiving emails up to May 2024, still with no information or breakdown of charge. Then I received a letter from an attorney representing Genova diagnostics threatening action against me. I don't owe them any further money and frankly should be reimbursed for the extra $125 that I paid. Whatever they have filed on my credit report needs to be removed. This company is bad, they take advantage of people going through health issues. These tests should be available and affordable to everyone.

  Business Response

  Date: 10/29/2024

  Hello Mrs. ****************** you for giving us the opportunity to review your account.  Weve performed a thorough analysis of your billing, and did not find any errors in the pricing or amounts billed.
  We received several lab specimens from you during the period between April and May 2023.  Many of these lab specimens were for different lab products, most of which were not billed to insurance and have been paid in full. However, the lab order youre referring to, LS0110162, is the only one left with an open balance and was the only one billed to your health plan per your request (see attached requisition form). Unfortunately, your health plan failed to respond to any of our claims.  We sent you a letter on 01/31/2024 regarding this, but never received a response.
  Since your health plan failed to respond, the cost of this service,NutrEval Plasma with MTHRF add-on, was reduced from $2027 to $464 (the no insurance price).  We received $214 up-front with your lab specimens, and billed you the remaining $250 after your insurance failed to process.  These potential costs were also displayed online prior to submission of your specimens.
  We received 50% of the balance on 05/07/24, but never received the remaining $125.  We tried to get in touch with your numerous times via phone, email and mail, but were not able to connect.  As a result, your balance was forwarded to a collection agency on 07/31/2024.  Our recommendation would be to touch base with the collection agency as soon as possible to finalize the balance and avoid any negative impacts on your credit.
  We hope this helps to clarify the billing, but if you have any further questions, please dont hesitate to contact us.
  
  Best Regards,
  Genova Billing Team

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because:

  I was not made aware that I would be billed for the labs, I was told it was a one time fee. This is a bait and switch, my account should be pulled out of collections and closed. I did not receive any letters from Genova except the attorneys letter and the emails I received prior to that only had a link to pay with zero information or breakdown about what was being billed.

  
  

  Business Response

  Date: 10/30/2024

  Hello Mrs. ************** stated in our previous response, we did notify you of the potential for additional out of pocket costs beyond your first payment when you ordered/confirmed the services through our website.  The amount you were billed is within the ranges we quoted.  In addition, we sent numerous notifications regarding the status and balance of your account, including no less than 8 mailed letters/bills, 6 emails, and 3 phone calls.  The balance is now held by the collection agency and not GDX.  I strongly encourage you to reach out to them as they are often willing to take settlements.  Their contact information should be listed on the letter you received.

  Best Regards

  Genova Diagnostics Billing Team

  Customer Answer

  Date: 10/30/2024

   
  I am rejecting this response because:

  As I stated this company uses a bait and switch tactic. I didnt receive any itemized bills. As I also stated I was dealing with other health issues and was out of pocket for a while. These tests should be available and affordable to everyone. In Genovas first response they stated I had good payment history, so why then would they send me a threatening letter from an attorneys office and send my account to a collection agency? Questionable billing practices and I will never use this lab for services in future, and Ill make sure to leave an honest review about their malicious billing tactics for people dealing with health issues.

  
  

• Initial Complaint

  Date:10/18/2024

  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.

  This companys billing procedures are very sketchy. I was told I could pay $245 upfront and submit rest to insurance or self pay $475. My insurance is always amazing so I figured I wouldnt owe much. well, I got a bill for $531.92 more! Totaling out of pockets costs as $784 - $310 over the self pay costs! The company does not disclose what the total charges are upfront. It is months later that I have this bill now. I do not believe I should be paying for people who dont have insurance. The max more I should owe is $230 or $275 which is what insurance actually covered. This is a big scam in my mind. If can not afford that much for testing.

  Business Response

  Date: 10/22/2024

  Hello **** ******,
  

  We have read your complaint and performed a thorough review of your account.  We received a message from your insurance company that they sent the reimbursement for services (in the amount of $297.93) directly to you instead of Genova Diagnostics.  This is a result of us being out of network with your insurance company, something we list on our website during your online order.  In addition, we also list the potential for additional out-of-pocket costs if you choose to have us bill your insurance.  If your insurance company had paid us directly, your bill would instead be for $233.99 which is within the range we quoted online.

  Finally, we wanted to mention that we currently are a applying a prompt payment discount to your account if we receive full payment by 11/24/24.  If payment is not received by this day, your balance could increase to the additional amounts your insurance assigned to patient responsibility (details are on your billing statement).  

  At this time, we find the billed amount on your account to be correct. However, if you reach out by phone within the next 7 days to provide payment, we are willing to process a one-time credit to your account of $12.99 which reduces your out-of-pocket costs to match our cash pay price.

  You can reach us by calling ************ anytime between 8:30 AM and 5 PM EST.

  Best Regards,
  Genova Diagnostics Billing Department

  Customer Answer

  Date: 10/22/2024

   
  I am rejecting this response because:I still do not believe the insurance price should be more than the cash price. What benefit is there then?  I appreciate you applying a credit to get me same price as cash, but why doesnt the fact that insurance paid $297.93 get deducted from cash price Id have to pay?  Because now Genova is getting $765 vs the 525 cash. 
  
  

  Business Response

  Date: 10/24/2024

  Hello **** ******,
  

  In healthcare, the list/retail price of services is usually higher than the discounted no insurance price.  This is standard practice among labs,hospitals, and other similar entities.  There are several added administrative costs associated with filing insurance compared to accepting a cash price.  There are many occasions were using insurance results in paying less out of pocket.  However, when insurance denies a majority of the claim (as in your case) and/or applies large amounts of the services to deductible, we do our best to try and keep patient costs close to the cash price so youre not paying more just to use your insurance.

  I hope that helps to clarify,
  Best Regards

  Customer Answer

  Date: 10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.  However, the company should make prices more transparent in the future. Aside from what my ** sent me, which said 255 deposit and 474 max it did not say anywhere my cash price was actually 531 max.  
  
  Thank you. 
  

• Initial Complaint

  Date:08/02/2024

  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.

  Genova diagnostics billed for lab services from DOS 7/25/2023 and paid by ************************ on 7/30/2023. This was processed as *** (No Surprise Act). Genova then submitted a claim for the same DOS months later, 1/30/24 with generic coding that does not specify what test was being ran, whereas the first claim specifically stated what was being tested. The second claim denied as Genova billed in error. Upon contacting Genova Diagnostics, they stated that they do not work with Third party vendors for pricing and will not contact ***** and they will not submit a Corrected claim with proper coding to show this service has not already been paid on the prior claim. Feels like they are billing for services not performed or already paid for in claim.My insurance is pacific source navigator. They have been trying to help me, but Genova refuses to work with them. Im also filing a grievance with Pacific Source.Note: after *** been trying to fight this bill theyre threatening to send me to collections for, I saw online there is a Supreme Court case against them for $43 million for their billing practices. *********************************************************************************************************************** I already paid them around $170 out of pocket to run the tests (even though I met my out of pocket already), and now theyre asking for over $300 more several months later.

  Business Response

  Date: 08/07/2024

  Hello ***************************,
  
  Attached, please find our fully response to your complaint.  If you have any questions, please dont hesitate to contact us directly at ************ or ***************.

  Best Regards,

  ****

  
  

  Customer Answer

  Date: 08/19/2024

   
  I am rejecting this response because:

   

  I do not agree with the information that Genova provided, as my insurance says it is incorrect and I do not have to pay the money requested. 

   

  Attached is the letter/email from my insurance.

   

  
  

  Business Response

  Date: 08/22/2024

  Hello *********************,

  Per your earlier request, we did refile services to your insurance as one claim.  ************** just responded and stated that you owe the full $2687 in their EOB (attached).  They denied the claim due to timeline filling limitations, which doesn't really make sense given that they just requested a resubmission of the claim.  Regardless, we're not going to hold you responsible for any amounts higher than what you were being billed prior to the resubmission.  Your balance on the account remains at $385.  You can provide payment by going to www.gdx.net/pay or by contacting us at ************.

  Best Regards,

  ****

• Initial Complaint

  Date:07/10/2024

  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.

  My doctor ordered a GI effects test from Genova Diagnostics in the beginning of 5/2024 after activating the test online I was given three options for payment 1. ******** or Tricare- $0.00, 2. Patient pay (pre-payment or Payment Plan) $429.00 3. *************** Initial Payment Today $179.00 Additional after Insurance $0.00-$279.00. I called the billing department to clarify these charges, I was told If I dont have ins I can self pay the $429 or if I want to use ins I will pay $179 upfront and after I send in the test they will bill my insurance the remaining amount and depending on what the insurance pays if paid in full I can be reimbursed my $179 and if they dont pay in full I will be responsible for amount leftover. I agreed to this insurance billing and paying the $179 upfront as the understanding was the test was only $429. I pay the $179 on 5/21/2024 , fill out insurance info and get my test sent off. My test was received by Genova on 5/23/2024, my insurance received a claim on 6/26/2024 from Genova for $2,499.00 my insurance is out of network with Genova but paid in-network pricing at $518.81 and my share is $0.00 . On 7/8/24 I called Genova wanting to know why this was billed to my insurance at $2,499.00, I was told that is what is billed to insurance and they dont need to let me know what theyre billing to insurance because theyre out of network. I said that the account has been paid more than what I was told the test was and I would like a refund of my $179.00, I was told to email over the statement from my ins (emailed to billing on 7/8/24) and they can balance bill me whatever amount is leftover, I said theres no balance left the cost of the test was $429 my ins paid $518.81 and Ive paid $179 there should be a refund. The rep continued to say the test was $2499.00. I said, no its not, I have documentation from when I activated the test it was only $429. I received a bill today 7/10 for $279. This company is misleading customers on billing.

  Business Response

  Date: 07/17/2024

  Hello Mrs. *********,
  

  We're sorry to hear that there was a misunderstanding in the total cost of the services.  We did a complete investigation of your account, including review of the initial conversation you had with our representative (transcripts attached).  Per the transcripts, the representative did advise that the total cost of services we bill to your insurance is $2499.  While it is true that you would receive a refund if your insurance pays the full $2499 price of services, your insurance only covered a portion of those charges.

  The pricing displayed on our website is designed to give customers an idea of their cost for the services vs the cost billed to insurance.  The amounts you have paid and have been billed do match the costs we displayed prior to your selection of services.

  While we will not be refunding or writing off your remaining balance, we are going to authorize a courtesy reduction to your balance by $29, bringing your cost down to the same amount as if you had not chosen insurance.  This will leave your remaining balance for this service at $250, and you are welcome to put that on a payment plan by contacting us at ************. 

  We understand that healthcare billing is complicated, and apologize for any confusion around the cost and process.  If you have any additional questions, please do not hesitate to contact us.

  Best Regards,
  GDX Billing Management

  Customer Answer

  Date: 07/18/2024

   
  I am rejecting this response because:
  I would like to see the entire conversation with date/time. If this company is wanting another $250 from me (in addition to the $179 already paid totaling the cash price of $429) then they need to reimburse my insurance company the money paid out to them because theyre asking me to pay in full the cash price. This has nothing to do with insurance billing being complicated like they stated, this has everything to do with taking advantage and hiding fees. 

  Business Response

  Date: 07/19/2024

  Hello ***********************,
  

  We would be happy to supply the recording of the conversation that took place on 05/09/2024 at 2:49 PM.  Unfortunately, the BBB does not support the file type of the call recording (mp3), but we attempted to send it to the email you supplied.  If you do not receive it, please don't hesitate to contact us.

  As we mentioned in our earlier response, the representative did state that the total cost of services billed to your insurance would be $2499.  She also mentioned that it was possible for you to have additional costs after insurance provides payment.  ************ had supplied payment of the full costs of $2499 at 100%, then you would have received a refund of your $179 as discussed.

  We hope this helps to clarify any misunderstanding and we will still be applying a $29 discount to your order.  If you have any additional questions, please do not hesitate to contact us at ************.

  Best Regards,

  Genova Diagnostics Management

• Initial Complaint

  Date:06/26/2024

  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.

  My physician recommended Genova for a ***** analysis. I completed the service, paid in full, and then received a bill for $2600 for the remaining balance without an itemized bill or any reason why that money is owed. This was never disclosed on the web portal before or after making my payment. Now I have a lawyer threatening to *** me if I dont pay. Clearly, if you read other BBB complaints about Genova and do a quick online search youll see more reviews about their deceptive practices.

  Business Response

  Date: 06/28/2024

  Hello **************,

  The balance on your account is $2702, and this is due to your credit card declining when we attempted to charge your initial payment. Supplying the initial payment qualifies you for prompt pay discounts to help keep your costs more affordable. We did attempt to notify you on numerous occasions to get the payment re-processed,but to this day, we have not received any payment for the services.
  
  However, we do recognize that the full price of $2702 was not disclosed in a manner that you would have known at the time of ordering the services. Because of this, we are willing to bring the cost down to the amount we displayed to you online, $544, as long as payment is received by 07/24/2024.  If $544 is received within that timeframe, we will accept that as payment in full and notify ******** & ******** to stop collection activity.
  
  If you would like to take advantage of this offer, please contact us by phone to make payment referencing your invoices LS2210443 and LS2210443A.You can reach us by calling ************. Our hours are Monday through Friday,8:30am to 5:00pm Eastern Daylight Time.

  Best Regards,
  Genova Diagnostics

• Initial Complaint

  Date:06/11/2024

  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.

  In November 2023, my daughter had bloodwork performed at her doctors office. We were told everything would be billed to insurance and covered. There were no specifics from the phlebotomist as to where the tests would be performed, but about 3-4 months later, I received a bill for $419. Over a series of many phone calls between the doctors office and Genova, including speaking with a very unkind employee who accused me of not asking where every vial of blood was going to be sent for processing, they never ran our insurance and are asking for full payment. However, Genova admitted today that there is no requisition form on file for the labs that were ran. Its been a mess of communication, lack of proper documentation and miscommunications between the doctors office and Genova. I am unclear why the labs were processed without the requisition forms on file nor my authorization to self pay.I am asking that they remove the $419 charge because the requisition form was not received and the samples should not have been run without proper paperwork and poor communication.

  Business Response

  Date: 06/12/2024

  Hello *****************,

  We have reviewed your account and have decided to adjust the balance from $419 to $0 as you requested.  The physician on the account advised that you should be responsible for the charges, but the order was originally marked to bill their office with them completing all the paperwork.  We are agreeing to the adjustment as it is recorded that you were not informed of the charges or your responsibility to pay them.

  The adjustment will take a few days to process.  If you would like to inquire as to the status of the adjustment, you may contact us at ************ and provide the agent with reference number QA-133419.

  Thank you and apologies for any challenges this caused,

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

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/29/2024

  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 reaching out regarding a billing issue with Genova. They reached out to me for a $200 prepayment for a lab test. I did not respond as I did not order a lab test from Genova. Fast forward, I received a $2500 bill from them. I reached out to call them regarding this bill. They said I missed the window to pay the $200 so now my balance is $2500, but they will offer me a 75% off discount and my new total is $650. Genova never mentioned this on the voicemail. I explained to them that when my daughter's lab was drawn the office and not one person mentioned the lab tests were being run at Genova. Nobody reviewed costs or provided an explanation other than a food allergy test. I never filled out a requisition form for Genova. I have done Genova lab tests for 10 years , I am familiar with their process. I prepay for their tests. I then received a settlement letter to pay off my account in full for $610. I paid this via credit card. I have the bill as proof and the charge on my credit card statement. Then a few weeks later I get a collection letter from an attorney saying Im going to be sued if the balance is not paid in full for $2500. Then I get a balance due letter for ****** minus my $610 settlement payment. This whole billing process is a scam and this business is taking advantage of people!

  Business Response

  Date: 05/30/2024

  Hello,

  Attached, please find our business response to the complaint.  We have decided to accommodate Mrs ********** request to consider the account paid.  Additional details in the attachment.

  Best Regards,

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