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:12/13/2024

  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.

  I had labs done by Genesight. Prior to having the labs done I called Genesight multiple times got information on labs including CPT/ HCPCS codes. I called my BCBS was told Genesight was in-network and labs were covered and prior authorization was needed. I let Genesight know of the PA requirement. I am now being billed by Assurex Genesight $330 even though my BCBS denied my claim as contractual obligation due to no PA being done. My BCBS did not put anything to patient responsibility insteadthey told Assurexto write it off due to no PA. When I call Assurex about my bill they say the patient waiver says they can bill me $330 for a denied claim. The waiver does not say that any where and since Genesight is in-network with my BCBS they can't bill me for this. I have tried to discuss this with a manager at Assurex but they keep balance billing me. BCBS has reached out to them multiple times as well but get no where. Instead the representatives will ask me what will I pay or say they are out of network with BCBS so I can be billed. None of this is stated in the patient waiver and I have tried to get them to assist with no resolution.

  

  Business Response

  Date: 12/17/2024

  Good morning, 

  My name is Javier R. I'm a supervisor here in the Patient Accounts Billing Department. I spoke with Ms. **** on 12/05/2024 where I advised that her insurance did indeed deny the claim due to not having a prior authorization done. And that her insurance does not have this test as a covered service under her plan. Ms. **** did sign a consent form that she may be responsible for the $330.00 that we're billing her if her insurance denies payment for this test. At this time, our organization has received $0.00 for the services provided. Ms. **** did state that she wasn't expecting to pay more than $300.00. To which I offered to lower the balance to exactly that in order to meet her expectations. She declined stating she does not want to pay anything. 

  Since our conversation Ms. **** has called in 3 times and has obtained a copy of her signed consent form. She has also requested that we send a prior auth and medical records to her insurance. Which was done on 12/17. We will have to wait 30 days for follow up to see how her insurance responds.

  Please let me know if I can provide any additional information in the meantime. 

   

  Javier R. 

  Supervisor - Patient Accounts Billing Team

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My insurance denied the claim as contractual obligation due to no prior authorization was obtained not that patient responsibility due to no prior authorization. When a lab is in-network with an insurance company they are obligated to write off the balance if insurance states contractual obligation in which is what happened to my claim. Since Genesight is in-network with my insurance they have been contacted twice by my insurance that I do not owe this balance due to that reason. Prior to me taking this test I did contact Genesight and tell them a PA is required.  During my conversation with the manager I stated I would pay my balance if my insurance had put a balance out to patient responsibility but they did not. There is no where in the consent form that states if my claim is denied by my insurance Assurex can bill me $330 (see attached consent). It does state that if it is denied I am giving them to appeal the claim. I have called multiple times since I received my first statement trying to resolve this issue and so has my insurance company. Genesight did not tell me anything was out of network, not covered, or I would owe $330 if my claim was denied by my insurance prior to me taking the test and I called them 3 times to question my coverage for the test. I think this entire issue should have been handled differently. 

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/06/2025

  Good morning, 

  I show that the requested documentation was submitted to the patient's insurance as requested. I also show a payment for the owed amount was paid by the patient on 01/03/25. In the event that the patient's insurance responds and covers the test, we will be happy to refund the patient for the difference of what was covered and what is left to the patient's responsibility. As it stands the account is at a zero balance. 

  Thank you,

  Javier R.

• Initial Complaint

  Date:12/07/2024

  Type:Billing 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 May 2024 I went for my annual women's health checkup. My doctor recommended genetic testing. I said I didn't want to do it without knowing the cost. She said that they wouldn't run the tests without first calling me, giving me the cost, and obtaining my approval. They did not call me, give me the cost, and get my approval. I'm now stuck with a very large bill I can't afford.

  

  Business Response

  Date: 12/10/2024

  Good morning, 

  After reviewing the account in question for ********* ***** I found that the pt was sent a cost estimate for 0.00 on May 14 and according to our records, that estimate was viewed by the patient. Our system did send out a bill incorrectly showing an amount owed, however 4 days later the system self-corrected and adjusted the balance to 0.00. We are not currently attempting to collect any owed balance as there is nothing owed. 

  Thank you, 

  Javier R. - Patient Accounts Supervisor

  Customer Answer

  Date: 12/10/2024

  
  Complaint: ********
  
  I am rejecting this response because when I called the company in May, they told me I WAS responsible for the balance (approximately $800) and that I should file an appeal with my insurance. They did NOT send me a zero balance letter. They can send me one so that this can be closed.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 12/16/2024

  Good afternoon, 

  A zero balance statement has been sent to the patient using the email address on file. It shows that the account balance is zero and I advised in the body of the email that the account is closed and resolved. 

  Please let me know if you'd like any additional action in this matter. 

  -Javier R.

  Patient Accounts Billing Team

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because the last email I received from Myriad Genetic Laboratories was a test result announcement May 30, 2024. If they can email me about test results, then they are capable of emailing me a letter.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 12/18/2024

  I apologize for the confusion. For whatever reason, the email did not go through yesterday. I have sent it again to *****************. Please let me know if you have any additional questions. 

  Thank you, 

  Javier R.

  Patient Accounts Billing Team

  Customer Answer

  Date: 12/19/2024

  
  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.  To the BBB, please remove my email address from the posted communications! 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/01/2024

  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.

  My doctor recommended BRCA genetic testing from Myriad Genetic Laboratories, ********************************************** because my maternal aunt had breast cancer and her daughter had breast cancer and confirmed BRCA gene. My doctor explained that, if I had this gene, I could pass it to my children. I was particularly concerned because my son had a gene cell tumor as a young adult. Myriad sent me a message saying that my testing was covered by insurance and my cost would be $0. Now my insurance has denied coverage for this testing and they say that I can do private payment only if I sign up for it before the results are completed! This is very misleading and unethical business practice. This company should be fined or put out of business for this kind of medical practice.

  

  Business Response

  Date: 10/02/2024

  Good afternoon, 

  After reviewing the account for patient *********, ***** I found that the patient was given a cost estimate of 0.00 out of pocket on June 8, 2024. I show we are working on an appeal with her insurance company as they did initially process a denial for the claim. Having said that, we always honor our cost estimates to our patients and of course will honor the cost estimate of 0.00 out of pocket given to *** *********. 

  If for any reason *** ********* receives a bill from us, she can reach us at ************** and we would happily make it right. 

  Please feel free to reach out if there are any additional questions regarding this matter. 

  Thank you, 

  Patient Accounts ********************** Department

  Customer Answer

  Date: 10/03/2024

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:08/27/2024

  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.

  *** of $149.95 taken from my account. Never received product in fact forgot what this was for. Would like a refund or call explaining what I was suppose to receive!!!!

  

  Business Response

  Date: 09/06/2024

  Hi ******************,

    We are unable to locate an account for you in our system. We would be happy to assist you with any concerns you may have if you have an account with ********************. You can call your billing office Monday - Friday 6am to 6PM MST at Phone: ************** or by email: ***************************************************. We have an online chat through Myriad.com as well.

  Thank you and have a great day

  Myriad Patient Billing Department

• Initial Complaint

  Date:08/19/2024

  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.

  I consented to Myriad genetic testing after I was told it would be covered by my insurance at my yearly womens well check. Myriad sent me a cost estimate on July 17, 2024, that estimated my cost would be $0. I understood both of these things to mean that I would be charged $0. On August 19, 2024, I received a bill from Myriad for $1,208.04. I called the same day and was told that I owed that much because I hadnt hit my insurance deductible yet and because I owed a copay. If true, why would they tell me that my estimated cost was $0? I only consented to the testing because I was told it was covered. I was not expecting to be charged anything, let alone over $1,000. Really deceptive, as I would have told them not to do the testing if they had informed me of the cost instead of waiting to send a surprise bill after telling me it would cost $0.

  

  Business Response

  Date: 08/20/2024

  Hi ***************************************,

  Per further review of your account I do see that you did review your cost estimate stating your oop cost will be $0 and we honor those cost estimates if they are viewed by the patients. Your account has been adjusted to $0.

   

  Thank you and have a great day

  Myriad patient billing department

• Initial Complaint

  Date:08/10/2024

  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.

  I was told that I would be called prior to them running my test to confirm I was okay with the amount. I was never called once i received no communication from them. I was also told my insurance covered the test and that my out of pocket would only be $244 but I just recieved a almost $3000 bill from my insurance which is absolutely insane! I would never agree to a test costing that much. It stated in my insurance bill that it was not covered even though myriad said that it was. I would never give the go ahead for that. Myriad is lying to it's customers and committing insurance fraud an I want something to be done about this! I am not paying that as I was flat out lied to. This is unacceptable.

  

  Business Response

  Date: 08/13/2024

  Hi *****,

  
     Thank you for reaching out to the billing department. I understand that some information from the insurance company may not be what you were expecting. If the Explanation of Benefits (EOB) from your health plan shows that the testing has denied or that you will owe a certain dollar amount, please do not be concerned.  We verified benefits prior to testing, and this is expected to be covered by your insurance.  If the claim has denied, we will file an appeal and will need some time to finalize the insurance billing.We will not bill you for more than the Cost Estimate that was sent to you, and you viewed on July 20, 2024, 8:14 a.m. PDT by email ************************* for $244.71.
  
  If you receive billing statement from Myriad, and the balance is more than $244.71, or presents any financial hardship, please call ************ or visit our website myriad.com and we would be happy to assist you at that time. Our business hours are Monday through Friday from 6 AM to 6PM Mountain Standard Time

  
  Thank you for contacting Myriad. Have a great day.
  Myriad Patient Accounts ********************** Department

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My OBGYN recommended I get tested for the breast cancer genes as I am at increased risk. I agree to the testing and was relieved when I got a cost estimate from Myriad of 0.00$- Ok great! My insurance covered everything right? WRONG. I later get a bill in the mail stating I owe roughly 1700 dollars. At this point I am confused so I go into my email to open up the cost estimate link again only to get a message saying "estimate unavailable because your bill is already in process". Oh brother, so now I do not even have any proof that it had originally said zero dollars. Apparently insurance covered round 4k of the whopping 6k bill. This is really dissapointing because I feel lied to and taken advantage of by a large medical company when I was only trying to protect my health.

  

  Business Response

  Date: 08/08/2024

  Hi ******,
  Per review of your account, I do reflect that you did get and viewed the Cost Estimate of $0. It looks like our system didnt adjust the account according to your cost estimate. I have made the adjustments on the account and send a zero-balance statement in the mail for your records.
  If there is anything else needed, please call ************.Our business hours are Monday through Friday from 6 AM to 6PM Mountain ******** Time

  Thank you and have a great day

  -Myriad patient accounts ********************** department
  
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  As a first time preganacy (geriatric) my OB suggested to do genetic carrier screening and use Myriad Genetics for this screening. I was told by my practice that Myriad would reach out to me with an estimate of the cost. I kept getting texts from Myriad that my estimate was in- when I went to download the estimate the message recieved was that it was still in process. The blood draw was already happening at this point. Today I received a bill from Myriad informing me that I owed $1,089.76. My insurance paid $3,574.24. I was never shared what this original cost would even be.Myriad billed my insurance without any communication with me from the get go. There needs to be a better way.

  

  Business Response

  Date: 08/01/2024

  Hi ****
  
  Thank you for reaching out regarding your account status. Per review of the account your insurance covered the testing and applied the balance towards your cost share (Deductible).  I apologize that you were not able to view your Cost Estimate, but I do show you do meet the criteria for our financial assistance program for your balance to be reduced to $100.00 and have made that adjustment on the account. You can log in online and the new balance will be showing.
  If we can help you further, please call ************. Our business hours are Monday through Friday from 6 AM to 6PM Mountain Standard Time
  

   

  Thank you,

  Myriad Patient Billing Department

• Initial Complaint

  Date:05/10/2024

  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.

  At the strong suggestion of my physician, I elected to do genetic carrier screening in advance of getting pregnant. My physician's practice used Myriad Genetics for this screening. I was told by my physician's practice that Myriad Genetics would reach out to me with an estimate of the cost, and I received that from Myriad Genetics within a couple days of my blood draw. Myriad informed me that if I paid now and they did not bill my insurance, my estimated out of pocket cost would be around $229. Since I have insurance and I pay for that every month, I wanted them to bill my insurance. Approximately 5 months later, I received a bill from Myriad informing me that I owed $2,462.32. My insurance paid $1,035.22, and the $2,462.32 was my remaining portion that I personally owed. I called Myriad on 2/14/24 and asked them to explain this to me. So if I had paid at the time of service and they did not bill my insurance, I would have owed $229? Myriad said that was correct. But since Myriad billed my insurance, and my insurance paid, I still owed $2,462.32 and the company was going to receive a total of $3,497.54 for my genetic carrier screening lab work? Myriad said that was correct. This seems like a fraudulent and deceitful practice of operating on Myriad's part. To the consumer, the price is not clear and the rationale is flawed. I continue to receive bills from Myriad trying to collect $2,462.32. I am expecting a baby in a few weeks and would very much like to sort this out. I told Myriad that I was willing to pay $229 which is what they originally quoted as total out of pocket, but I cannot understand why I would be responsible for $2,462.32. I hope Myriad will fix this and make it right.

  

  Business Response

  Date: 05/23/2024

  Hi ****,
   Per review of the account, it looks like your insurance covered the test, but applied it towards your deductible and co-insurance. The reason why our direct pay amount is only $249 is it is the average patient responsibility with the contracted rate of the insurance of what is applied to patients cost share if they have met most of their cost share or meet financial assistance.
  Due to the misunderstanding on how the billing works, I have made a onetime adjustment on your account to meet the $249.00 price. You can go online, and the balance will reflect there.
  
  Thank you and have a great day.
  Myriad patient accounts ********************** department
  

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  The practice that this business is using is likely costing less savvy healthcare consumers thousands of dollars because they assume Myriad would not be overbilling them.  I am a healthcare executive and trained to navigate the insurance and reimbursement complexity.  Someone without my background would most likely end up paying much more than they should for this basic service.  Thank you to BBB for facilitating and helping me come to a resolution.  I have reviewed the response made by the business in reference to complaint ID ********, and have paid the $249.
  

• Initial Complaint

  Date:04/15/2024

  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.

  My husband done the Genesight testing at the request of his doctor. His doctor had us call the company to make sure we wanted to pay the amount before sending it off. I called the company and gave all the information including our insurance coverage and numbers so they could accurately check the cost. We did not check into the financial assistance and even without that the lady on the phone told me we would pay $330 and I could do a payment plan for that amount if I needed to. She also stated that if anything changed in cost and it was over $330, someone would give us a call to see if we wanted to proceed. After that phone call, we had my husbands doctor go ahead and send the test in to be done. We never received any phone calls about cost. Only 2 calls came to my phone from this company, and they were asking if my customer service calls were good. Its been about a month, if that, and I got an email saying I need to pay the provider $5,650. Do what??? I will not be paying this!!! Do not use!

  

  Business Response

  Date: 04/16/2024

  RE: 5304973
  Dear Mr. and *************,

  
  Thank you for reaching out to us. We understand that navigating health insurance claims can be complex, and we're here to clarify the process for you. As of now, we have not issued a bill for the services rendered. We have billed your insurance provider for the full cost of the test,and it appears they have sent you an Explanation of Benefits (***). Please note that the *** is not a bill but a statement detailing how your claim was processed by your insurance.

  
  Once we have finalized the details with your insurance company and your claim is complete, we will adjust the remaining balance to $330.00, in accordance with the consent form you signed at the doctor's ********** will receive a statement indicating the amount you owe, which can be conveniently paid online, by phone, or via mail. Please be aware that insurance processing can be lengthy, and it may take several months before you receive this final bill from us.
  

  Should you require any further assistance or have additional questions, please do not hesitate to contact us at *************************************************** or by calling ************ during our business hours,Monday through Friday, from 6 AM to 6 PM ***************** Time. We appreciate your patience and are committed to providing you with the support you need. Have a wonderful day.

  
  The Myriad Patient Accounts Billing Team

  Customer Answer

  Date: 04/16/2024

   
  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 so long as the balance is adjusted to the correct amount. 
  
  Sincerely,
  
  *********************