ComplaintsforCellnetix Labs, LLC

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Service provider is unable to resolve paid invoices.Service provider was paid promptly and when duplicate invoices received were provided copies of payment cancelled checks.They now continue to try and send requests for payments through collections on paid invoices.

  Business response

  12/20/2023

  see attached.

  Customer response

  12/20/2023

   
  Complaint: 21014889
  
  I am rejecting this response because: They would not even read the attachments in the claim showing the payments were made and copies of checks deposited by them were attached.  Including correspondence disputing the bills that they claim they never received. 
  
  Sincerely,
  
  *************************

  Business response

  01/08/2024

  See attached.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Because of a family history of cancer that led to multiple traumatic early deaths of loved ones, I need to receive annual mammograms. I had my first mammogram last October, was called back for a second mammogram, and then got a biopsy in on November 16, 2022. The sample from this biopsy was sent to Cellnetix Pathology and Laboratories. I received a bill from Cellnetix in January which stood out to me because they claimed my insurance made no payments. I verified online withmy insurance company (United) that they did not receivea claim. I called Cellnetix to make them aware of this. They said they would bill my insurance.Yesterday, March 9th, two months after the initial bill and five months after thebiopsy, I received another identical bill. I called Cellnetix a second time and was told my insurance company wasn't responding. They said that if they billed my insurance company again, the claim would just be denied because they'd already billed them, and that there was nothing they could do.I called my insurance company, who again verified theyhad not ever received a claim. I believe them, as every other claim related to these procedures has been properly processed. So I called Cellnetix a third time with my insurance company on the line. My insurance company, yet again, verified they have not received a claim and Cellnetix just says they'll send it again. These calls takeup a lot of time. It's stressful financially since I have no idea what I actually owe. It also brings back endless memories of dead family members and their own battles for the healthcare and insurance industries to take any form of accountability.Is there anything you can do to ensure the next bill I receive from Cellnetix is the last, with my insurance accurately billed? I filed a complaint with the Attorney General, but given the multitude of complaints about this business already in the news and online, is there anything you can do to stop this from happening to other people?

• Initial Complaint

  03/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cellnetix labs billed me for a lab done in March of 2022 around Nov. I noticed thay had insurance info that was completely wrong not an issuance I even had called them gave them the right info they said they would bill the right insurance and rebill me with a remaining balance if any. 3 months later I get a bill assuming it's right I pay it almost immediately after I get another bill wanting more this time I look closer. They did not bill the right insurance and they upped the total amount on the second bill. I gave them the info they needed they did not use it. I probably would of owed them nothing had they billed the proper insurance. Last time I delt with them when I had full coverage for everything they sent me to collections and collections solved the issue. Their billing department is incompetent to say the least.

  Business response

  03/08/2023

  See attached response.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Two times now I have paid the bill that they have sent me for the exact same amount both times I've gone to their website and checked if it's actually a website and not some scam website first time I had to make an account to pay second time it wouldn't let me log in and I had to do pay without creating an account now I have a third bill and it's for the same amount that I have paid twice now if this company is not a scam there's stupidity is immeasurable and they need to stop asking people for the same amount over and over again when they've already paid the entirety of their bill stop threatening people with collections when they already paid their bill off

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cellnetix is running an illegal scam on patients. They are double billing patients, not billing their insurance and then sending them to collections without a ****. I received one **** from cellnetix and immediately called them asking why they did not **** my second insurance company. They said they made a mistake and would rectify it right away by billing my second inshrnsce company. Instead, they sent the bills directly to collections with no further communication at all. As soon as I received a **** from the collection agency I immediately called and asked what was going on. I explained the situation and the collection agency responded to cellnetix to ask them why they didnt **** my second insurance and then send me a **** for the unpaid portion. Cellnetix then lied to the collection agency and said that my secondary insurance did not start until December 1st 2021. This was a blatant lie, so I reached out to my insurance company for a letter from them showing that my insurance began January of 2021. I sent this over to the collection agency for them to send it directly to cellnetix and ask why they gave the collection agency false information.

  Business response

  05/17/2022

  see attached response.

  Customer response

  05/20/2022

   
  Complaint: 17175798
  
  I am rejecting this response because:
  

  I just spoke with the collection agency on a recorded line and this has NOT been cancelled from their office as the letter that Cellnetix wrote to you states.  

  The letter also states that I received pathology services from Cellnetix in July of 2021, which is false.  The date was September 2nd of 2021 so I am unsure of what patient they are referring to as clearly it is not me and not my records that they are reviewing. 

  I was sent 1 statement on November 10th, 2021 which I immediately called to ask why they had not billed my insurance, and provided them the correct insurance.  The person who answered on behalf of Cellnetix apologized for the mistake, and said they would **** my insurance right away and send out a new statement with a new balance and to disregard the statement I had received.  I was told to wait until I received that new statement, which clearly never came, and instead they sent me directly to collections without any attempt to contact me and no new **** with the remaining patient balance after the insurance adjustment.  They have my cell numbers and my email readily available to contact me as well as my mailing mailing address, and made no attempt whatsoever to contact me to follow up.

  I am extremely confused as to why Cellnetix would tell their collection agency a completely different story on a recorded line; Cellnetix told ***********************************. that my secondary insurance that I provided back in November (which proves that I did contact Cellnetix in November) did not begin until December 1st of 2021, which is clearly not true as I have provided proof of my insurance start date as January 1st of 2021.  Yet now they are stating that they didn't receive it until May of 2022, which is also incorrect, as I have date/time stamped emails from March showing my insurance was provided AND recorded phone calls with ********************** verifying that everything was sent over to Cellnetix. 

  Cellnetix sent 1 **** only, then did not follow up on rectifying their mistake by billing the correct insurance that they were provided the end of November 2021, then with no follow up **** with the remaining balance being sent, they wrongfully sent this to collections on February 28th, 2022. ********************** Company created their statement on March 1st, 2022 which was received via **** March 23rd as I had been out of the country.  I immediately called them to find out what this was in regards to on March 23rd, 2022 at 10:39AM.  They informed me that I had been sent to collections by Cellnetix which made no sense as I still had not received the corrected **** from Cellnetix.  I gave them via email with a date/time stamp, my insurance that was supposed to have been billed by Cellnetix back in November of 2021 on March 23rd, 2022.  I sent a follow up email on March 24, 2022 at 11:38AM to confirm they had received it. I sent a third follow up email on March 28th, 2022 at 1:47PM to confirm again.  I received no response so I followed up again via email on March 29th, 2022 at 3:38PM.  I then received a call from *********************** at 4:29PM that day which was recorded as well from ********************** stating that they had received the information and had forwarded that to Cellnetix and that Cellnetix was going to **** the correct insurance and that it would take several weeks.  THEN on April 27th 2022 ********************** sent out another attempt to collect a debt so I called them again.  I was informed that Cellnetix told ********************** that they had already tried billing my insurance back in November of 2021 and that my insurance did not start until December 1st, 2021 which was a lie.  I then called my insurance company and had them email me over my proof of insurance which began January 1st, 2021 and also confirmed with them that Cellnetix had never attempted to **** them.  This was emailed over to ********************** on 4/28/22 at 2:56PM. I then followed up again on 5/3/22 at 11:52AM and again on 5/6/22 at 9:15PM via email.  I then called again on 5/9/22 at 11:53AM on a recorded line, I spoke with *********************** again and the account was still on hold and they are still waiting for a response from Cellnetix.  I just called again today 5/20/22 at 12:47PM and spoke with ******************* on a recorded line, the account is still on hold waiting on Cellnetix to **** my insurance.  Until my correct insurnae has been billed and the remaining balance if there is any, is sent to me to make payment, we do not have a resolution.

   

  This has not been cancelled from ********************** as their letter stated it was.

  
  Sincerely,
  
  *******************

  Business response

  05/31/2022

  Attached are the two cancellation letter from AACI.  As stated in the first follow up letter, Anthem has been billed as the secondary, and we are awaiting insurance adjudication.  At this time there is no balance due.

   

  Customer response

  06/03/2022

   
  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 at this point.  I called and spoke with Audit & Adjustment and they confirmed that they just cancelled this from their office on 5-26-22.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 6/8/21 I had a procedure done by my gynecologist and the lesion was sent by my provider to Cellnetix.On 7/30/21 I received a **** from Cellnetix and it had 2 codes for the analysis done. They had an old insurance provider so I called them to change it to the correct one. the original **** for the code ******* was $191.50 and code 88305TC was $167.16. The **** total was $358.66.On 9/11/21 I received a **** from Cellnetix and I noticed the corrected insurance listed and wanted to be done with the **** and really did not read it before paying it. I paid Cellnetix $167.16 on 9/21/21. Cellnetix acknowledges this.On 9/22/21 I received the *** from my insurance company and realized that Cellnetix had split the 2 codes and I had received the **** for only 1 code. My ***************** had reduced the amount I needed to pay for code 88305TC from $167.16 down to $85.96.... I had overpaid by $81.20. The other code ******* was reduced from $191.50 to 52.85.On 10/19/21 Cellnetix sent another **** for $191.50 saying that my insurance had been terminated but this was incorrect so I called their customer service and they looked up my account and agreed that I had overpaid the original **** by $81.20. I asked them to correct the **** for $191.50 to reflect the *** from my insurance company they acknowledged they received, $52.85. With this information they agreed that I overpaid the first **** by $81.20 and I only owed $52.85 for the other code so I was actually owed a refund of $28.35. **************** told me to wait until the review was done and I would receive a refund in November, 2021.On 10/28/21 I received the same **** for $191.50. Called again and was told it would go through the review process again.On 12/21/21 I received a new **** for the original **** I overpaid on 9/21/21 for code 88305TC that showed the *** adjustment of $81.20 and said I needed to pay $85.96. Called them and was put in for review again.Has been the same story every month since.

  Business response

  05/17/2022

  see attached response.

  Customer response

  05/17/2022

   
  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

  02/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I keep receiving bills from Cellnetix stating I owe them money for pathology services. When trying to pay online it states that my account information is incorrect. When call their service number i an sent to automated system with no options to speak to a representative to fix the issue. I don't even know what services they are actually charging me for because I did not request service from them.

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