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:11/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were referred to Genomind through our pediatrician who ultimately ordered the testing. We were told that we would only be liable for the up-front payment, so we agreed to pursue this line of testing. We paid the initial $399 patient payment portion up front to Genomind on 6/23/23. Before we even received the testing kit, it appears that Genomind tried to bill our insurance company $5,898.13 under the name *** *********** ** for services simply labeled as "Laboratory." Nowhere on the claim details is the name Genomind even listed (we only discovered the link while ******** the company and digging through various websites). And certainly, nowhere along the line were we informed that there would be additional costs associated with the genetic testing aside from our $399 payment. Thankfully, according to our EOB, our insurance company denied this previously undisclosed cost and sent a letter to the provider requesting additional information (to which they did not receive a response to our knowledge). So far, we have yet to receive any further communications from Genomind or our insurance company related to the testing, but we want to make sure we don't end up in collections over something we were never informed about up front (hopefully we will not be held liable since our state has laws against surprise billing practices). Either way, the whole thing seems fraudulent.We were not aware until recently of a lawsuit between Genomind and our insurance company, so that might explain their use of a different company name.

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023 my son's pediatrician recommended genetic testing through Genomind to understand why types of medication would be most effective. I called Genomind and was told it would cost $399 for genetic testing. I paid the $399 and received the saliva kit. I submitted the kit and received my son's genetic results. In June 2023 I received a bill stating that I owed an additional $790.60 and saw that my insurance paid $1784. I was never told nor made aware that I would incur additional fees. If I had been, I would not have pursued this testing. I feel that I was misled to believe that the total fees were $399 and should not be made to pay the remaining $790.

• Initial Complaint

  Date:10/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company contacted me to let me know my family member was in network and qualified for insurance coverage. They then asked me for a $400 pre-payment. When I asked if they refund that after receiving payment from insurance they were very reluctant to actually answer. I inquired what the total bill is for this service which they also refused to answer. Since max out of pocket cost with insurance has been met there should have $0 fee so I was wondering what the pre payment is needed for and wanted to make sure its returned when they get full payment. They refused to respond and kept asking me for the $400 to get started. My doctor office reached out to to me to find out why they didnt have results yet and I told them I was having trouble getting a response from the company. The nurse called Genomind on our behalf to find out and let me know that they also didnt give her a billing estimate but that they said once I pay them the $400 they can submit a claim to my insurance to see if we get anything back. She then said "since you are OUT OF NETWORK its unlikely you will get anything back from them." My family member does not have any out of network coverage. If this company would have responded to me with any of the billing info I asked for I would have been able to contact my insurance to confirm and found out they were actually not in network. I'm really upset they are praying on sick people who are not responding to treatment by offering a pharmacogenetic test and lying about having insurance coverage when they know people will be desperate to feel better and trust them. $400 is a lot of money for someone with full coverage to pay, I guess it should be obvious when a so called medical company demands up front payment and lies about your in network status just to get patients to go forward with the tests.

• Initial Complaint

  Date:09/20/2023

  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.

  On 2/8/23, I payed Genomind $399 for genetic testing for my daughter, ****. I received an invoice with a zero balance. I have all of the documentation from Genomind and there was never any mention of any additional costs. Genomind filed two claims with ***** (for the same CPT codes I already paid for) through another company, ************** ********. One claim was for $1,830, and the other was for $1,588. Genomind/************** ******** is out of network with ***** and both claims were denied. However, ***** automatically paid $1,800 for one of the claims through my daughters Fathers Healthcare Flexible Spending Account. On 6/12/23, Genomind appealed the decision and the claims were again denied. Cigna, as well as myself have been calling Genomind for months trying to get the $1,800 back. I would like help getting Genomind to return the $1,800 to my daughters Fathers ***** Flex Spending Account. The phone number to Genominds billing department is: ************

  Customer Answer

  Date: 10/22/2023

  On 10/20/23, I received this email from *********************** at Genomind (*******@genomind.com):

  Hello: 
  We did a testing for ***********************;in 02/2023.  You made a prepayment of $399.00 to us.  Your insurance has processed the claim and we have received payment and there is a refund due to you of $399.00. Unfortunately, we are not able to refund to the same method of payment.  Please respond to this email with the proper spelling of the name and then also the address to which the check can be sent.
  Thank you
  *****
  Billing Team

  On 10/20/23, I responded (also included screenshots of BBB info and all attachments I sent to BBB):

  ******,
  Genomind does owes us money, however you got the amount wrong. The correct amount is $1,800.
  
  Please see screenshots of the information I provided to the Better Business Bureau along with documentation. This is the first time my payment of $399 is being referred to as a prepayment. It was NOT a prepayment. It WAS payment.
  
  Please return the $1,800 immediately.

  ************************** was included in my response. I appreciate your continued assistance in getting the $1,800 back.

  GENOMIND IS DOING THIS TO MULTIPLE CONSUMERS AND NOT JUST ME. THEY NEED TO BE STOPPED.

   

  Business Response

  Date: 10/30/2023

  Hello **. ************** 

  We previous reached out to you and let you know that we can refund your prepayment of $399.00.   We just need the proper name and address where to send this.   However, we will not be refunding you the payment that was made by your insurance out of your FSA/HSA account.   The payment was made because the automatic claim payment option is enabled on your FSA/HSA.   The option of automatic claims payment for the FSA/HSA is sometimes automatically enabled when the account is set up or there is option on the enrollment paperwork to turn it on.   It is not in our control that your insurance paid the money in your behalf, which means that the payment received is valid.  This also means that there is no way for us to refund the money back to the insurance on behalf of your FSA/HSA.  You will need to discuss this matter with your insurance, your FSA/HAS account, or the administrator of your plan.   Something to know and consider is there are also tax ramifications for you if FSA/HSA money is refunded to you, to which you would need to navigate.    Please respond with the proper name and address and the prepayment of $399.00 will be returned to you.

   

      Thank you!

   

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

  Revenue Cycle Specialist

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

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

  www.genomind.com

   

  We want to make you aware that you signed our patient consent form and under the financial responsibility it specifically addresses FSA funds paid to Genomind.

   

     Thank you!

  ***** (******) *****

  Revenue Cycle Specialist

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

  ******************************** 

  www.genomind.com

  Customer Answer

  Date: 10/30/2023

  The $1,800 was auto-deducted. However, it WAS NOT approved. Claims were denied. Below is my name and address.
  
  

  ***** ** *******

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

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

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 24, 2023- My minor child's clinician, ******** *******, prescribed the Genomind PGx test through the new Genomind Precision Health Platform. The platform allows for results by next visit. I was informed from the provider as well as an email from genomind that the insurance (*******) would cover the cost of the testing 100%. After sending the sample in - I received a voicemail from ******** at Genomind on 4/4/23 stating that the order was missing information. Upon calling back I was told that in order to process the sample that was received I would need to pay $350. I asked why I need to pay when the insurance covered it (per the provider) as well as per the email I recieved from genomind. The email received stated "According to the payment method your clinician provided, your payment will be $0.00.". The payment method provided was ******* Standard. Upon further conversation- I was told that the contract between ******* and Genomind was no longer active and this change was effective 3/21/23. - When I asked why the provider was not informed and why the email I got stated $0.00 I was told their IT system had not been updated. Information directly from genomind stated I would owe 0.00 based on the insurance provided. I had multiple conversations with genomind trying to reach the managers. ******* was the customer service agent I worked with. She sent ******** (first line manager) multiple messages and she did not reach back out. It took me calling back to get in touch with ********. She was unable to resolve the issue so I asked to speak with her supervisor (*** or ***) and she said she would get her a message to call me. (4/5/23). as of 4/23/23 ***/*** has not contacted me and I have called back numerous times to be told she is unavailable but she would call. On 4/19/23 I ended up paying the 350 in order to have the test ran for my sons continuity of care and his appt. on 4/21/23. Genomind should honor the 0.00 and refund me my money.

• Initial Complaint

  Date:04/22/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  n December of 2021, my doctor recommended Genomind to me, although the $399 fee was a lot, I decided it might be worth it to give it a try. I went online and paid for the test with my credit card. They mailed the test to my home, I completed it, and they sent results back to my doctor as planned. The results of the test were ridiculous and of absolutely no help, as far as I’m concerned, I was scammed. Next thing I know, Genomind sends me a bill for $399. I try to call them using the number on the bill, it’s so cheesy, you have to leave a message and nobody ever calls you back. Another month or so goes by and I get a notice from IC systems that they’re trying to connect $399 for Genomind. And now it’s 2023 and I am still dealing with this. I wouldn’t even have been able to get the test without first purchasing it online, this company is a total fraud. I’ve sent my credit card statement and letters to the collection company and they have put a hold on the collection but state that they cannot get ahold of Genomind either. This is ridiculous! Taking advantage of people with these bogus tests that are supposed to help but my results were of zero help! I want a refund and a dismissal of this collections nightmare.

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/15/22, my husband's physician ordered testing through Genomind. This physician was out of network, and advised the testing was as well, and it would cost $399 out of pocket. We paid the $399. I now have claims with my insurance for around $2,850 for the testing that is not covered. My insurance advised that the claim is open pending further information from Genomind since what was initially submitted determines the testing to be not medically necessary. This was done over a month ago. I have reached out to Genomind via phone, they cannot help and refer me to email. I have sent multiple emails that have not been returned asking for them to respond to insurance, send their billing policies and a breakdown of what our out of pocket $399 was for. If they do not respond to insurance, the claim will be closed and they will then have the opportunity to bill us directly for services. Upon viewing their website, they indicate most out of pocket costs are up to $399. It appears as if they take the money up front and then try to double bill by sending a claim to insurance which is fraudulent, but again, they have not responded to any of my requests. I have read this has happened to numerous others or patients will just receive a collection notice out of nowhere.

• Initial Complaint

  Date:08/10/2022

  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 was recommended by the doctor I was under care with from the ***** clinic to get a Genomind test completed to see what medications would be the most beneficial for my gene type. He explained that the cost was $399. I went thru the link provided, paid, and ordered the swab test. It was mailed and I mailed it back. I never received any communication from Genomind. After 10 days I called and they said they needed a copy of my insurance card-that was it. 2 weeks later I again call after not getting my results and was provided a link. A month later I get an estimated cost of $5850 my personal insurance denied paying. I was shocked. I thought the $400 copay was expensive. Genomind never communicated to me that the test would be beyond the $399 and that is outrageous for any type of gene test that used 1 swab. It is a deceptive practice and I see in complaints I am not the only one who has experienced this. I even went back thru all my saved information and nothing in writing about the test being beyond the amount charged. Considering legal action. It does not let me load documents

  Business Response

  Date: 09/20/2022

  Hello,

  I have contacted the customer by phone and email to resolve this issue, but I have not yet received a response. 

  The sample results were made available to the customer's provider on June 29th ,which was six business days from the sample being received at the lab. Providers are notified of the results to allow them time to review the report or speak with a member of our Medical Affairs team if they have any questions regarding the gene results before making a treatment plan and reviewing the results with their patient. Patients can access the report via the Genomind Gateway at any time. We received the request for the patient login on July 8th, but did she not receive an email from a representative,I am sorry that was not received, but it looks like information to access the report was resent on the 8th as well. I can be contacted directly if they still need assistance with accessing that report.

  There is no balance on the account. I am happy to review the insurance claim information, and I asked the customer to share any documentation received and I would be happy to review.

  Please do not hesitate to contact me directly with any questions.

  
  Jasmine L*******; |  Senior Director Business Operations
  Phone:************  | Email: ***********@genomind.com