Complaints
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/18/2025
Type:Product IssuesStatus: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.
Cellnetix will not provide a bill/itemized receipt in a timely/accessible manner. We have yet to receive a bill for services in January, and the only reason I can see that I owe them money is through a processed insurance claim. A representative said that they either have had a "backlog" or "outage" that was preventing sending bills via mail, and when one was requested via email, they said that was not possible. The best the representative claimed they could do would be to request an expedited bill in 7-10 business days via mail, which they couldn't say they would be able to honor that given their aforementioned issues. No supervisors are made available, nor direct phone/email contact information when requested. Cellnetix appears to be purposefully delaying billing their customers.Business Response
Date: 03/27/2025
see attached response.Initial Complaint
Date:03/07/2025
Type:Product IssuesStatus: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 February 2025 I received a bill for thousands of dollars for services that I had not consented to and had no idea were performed. The date of these services was January 24, 2024, over a year prior to the bill. When I called the billing questions line on February 18, 2025, the representative said she could not dispute a bill, only a supervisor could. They refuse to transfer to you a line to wait for a supervisor and will only take your number to call you back "within 24 to 48 hours". On February 20, 2025, I called back because I had not received a call after 48 hours. Again I was put on the list for a supervisor to call. However, it's now been two _weeks_ and I still have yet to receive a call to even initiate a dispute. All over services that, again, I had no knowledge had been asked for and were not requested by my doctor.Business Response
Date: 03/18/2025
See attached response.Customer Answer
Date: 03/22/2025
Complaint: 23033609
I am rejecting this response because:The order was not sent by my physician. This order was not listed as one of the labs requested by my physician in the detailed report on my office visit, nor is the name on the order (***** *******) the name of my physician (Dr. ***** *****). I understand you would like to pursue payment for services rendered, but I did not consent to this test and never agreed to pay for it. You therefore need to pursue payment from Multicare, not from me.
I have attempted to dispute this charge with your customer care team and have been not been able to. I spoke to supervisor ******* ******** on March 7, 2025, and she said she would look into the issue and get back to me by March 11, 2025. I heard nothing, so I called again on March 14, 2025, and she responded that she herself had not received any reply (unclear from whom) and would resend her request. As of March 22, 2025, I have still heard nothing from her. I have asked her to initiate a dispute of the charge, and she apparently does not know how to do that.
Also, please note that my last name ends with an "S" and that my title is ****** and you may therefore refer to **** ********* complaint" but not **** ******** complaint".
Sincerely,
***** *******Business Response
Date: 04/06/2025
see attachedCustomer Answer
Date: 04/11/2025
Complaint: 23033609
I am rejecting this response because:Multicare is apparently lying to you. I was not aware this test was ordered. I have the visit summary listing all tests ordered by my physician that day, and the test in question is not on there. I have all communication from the care team related to that visit, and none of it mentions this test. Multicare, of course, has all this same information. However, I can't share personal information on the BBB website and will therefore continue part of this conversation directly with ***** as indicated in his letter.
The circumstances under which this test was ordered are currently under review by both the medical director of Multicare and the *****************************. I request that Cellnetix's billing be paused until both of those reviews have had a chance to complete.
Sincerely,
***** *******Business Response
Date: 04/17/2025
See attached.Customer Answer
Date: 04/21/2025
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:02/24/2025
Type:Billing IssuesStatus: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 medical billing company is supposed to seek payment from Multicare (see included letter). This is a surprise medical bill from Cellnetix, so I reached out to them promptly and they advised me to send verification of my ******************* aid to their email address, which I did on Feb 10, 2025. I heard nothing back, so I called Cellintex today, only to be told they didnt get the email. I asked to speak to a supervisor about this problem and was put off, told to wait 2 days for a call. The clock is ticking on this bill and I have done everything I was supposed to towards it.Business Response
Date: 03/18/2025
See attached response.Customer Answer
Date: 03/19/2025
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:01/24/2025
Type:Billing IssuesStatus: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 received a bill on 01/23/2025 from Cellnetix for a lab procedure. While I have insurance information provided to them by the clinic, they did not attempt to file through my insurance and instead try to directly bill me. Upon seeing this bill I tried to provide them with my insurance information again, yet there is no way to reach them, whether by entering the account information provided onto their website, or calling them. There is only 1 option that is to pay the bill out of pocket. The No Surprises Act bans medical surprise bills like this. I demand Cellnetix to contact my insurance for billing.Business Response
Date: 02/04/2025
See attached response.
Customer Answer
Date: 02/04/2025
Complaint: 22851336
I am rejecting this response because: in the business response given, it is stated that my insurance confirmed receipt of the claim on January 32, 2025, which is an invalid date. In addition, my insurance has no record of receiving said claim as of today, February 4, 2025.
Sincerely,
******** ***Business Response
Date: 02/28/2025
See attached response.Initial Complaint
Date:01/21/2025
Type:Billing IssuesStatus: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 got sent a bill 9 months after the procedure was done, although all other bills related to the procedure was paid for already. I tried to pay the bill but I couldn't login to the peryourhealth website as it said that my login was invalid. Tried to call them and when asked to input account number and also got the same error message saying account number is incorrect. Not sure whether this is a scam or not.Business Response
Date: 01/29/2025
See attached.Customer Answer
Date: 01/30/2025
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:01/17/2025
Type:Customer Service IssuesStatus: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.
Cellnetix billed my former insurance instead of my new insurance. Consequently, I paid in cash the full price for labs. I made the payment to avoid incurring any credit issues and then attempted many times to contact the company over several weeks to request that they bill the correct insurance plan to cover the expense and reimburse me. I called the number on the bill ************ and there was never an answer or the ability to leave a voicemail.Business Response
Date: 01/28/2025
BBB:
We are in the process of investigating this complaint and it's taking a little longer than expected to gather all the information. The investigation will be completed this week, and a detailed response will follow. Thank you for your patience.
***** *********
Business Response
Date: 02/06/2025
See attached response.
Initial Complaint
Date:08/29/2024
Type:Customer Service IssuesStatus: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 received a bill from Cellnetix back in Feb '24. I called back in Feb. and understand that due to the Change Healthcare cyber attack they did not want to take my payment. But I have tried to pay this bill online several times, along with trying to contact by phone but still get nowhere. Is this a scam?Business Response
Date: 09/04/2024
See attached response.Initial Complaint
Date:06/13/2024
Type:Billing IssuesStatus: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 received a bill from Cellnetix and attempted to pay it via their web site as the bill states. Their online billing has clearly been down for a very long time. I've checked it repeatedly and read other BBB complaints. It appears they have no interested in getting their site running. I then called the number to pay. They don't even maintain their phone lines. There is an additional option to mail a check. Note. at the time of writing this, it is the year 2024, not 1984. I'm not mailing a personal check to business that can't maintain their billing site or keep a billing phone line up and running. Highly suspect business practices and quite unprofessional.Business Response
Date: 06/14/2024
************************* emailed CellNetix on June 13th at 11:03am and he was sent the following email below at 11:15am. We apologize for the inconvenience. We expect the online bill pay site to be up and running before the end of June.
Hello ******,
The Change Healthcare cybersecurity incident that occurred on February 21, 2024, is preventing us from being able to access your account.There will not be any activity on your account with us during this outage. We apologize for the inconvenience and are diligently working to safely resolve this issue. If you are attempting to make a payment, you can mail the payment to the address located on your statement. If you are inquiring about an open balance or lost statement, updated statements will be sent as soon as the system allows. There currently is not an anticipated reconnection date. For all other inquiries and requests, please try again next week. Your continued patience and understanding are appreciated.
Thank you,
******************************************, CPC, CAC, B.S.
Medical Coder
O ************
F ************
Work Hours: 7:00am - 3:30pm
*********************************
CELLNETIX.COM
This message is intended for the sole use of the addressee,and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message.
From: ************************* <***********************>
Sent: Thursday, June 13, 2024 11:03 AM
To: Billing <********************************>
Subject: Please contact me so I can pay my bill!
Some people who received this message don't often get email from ************************ Learn why this is important
CAUTION: This email is not from a CellNetix source. Only click links or open attachments you know are safe.
*************************
Client ID
7045
Acct
**********Initial Complaint
Date:02/27/2024
Type:Product IssuesStatus: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 received a bill from Cellnetix that says it is due upon receipt When I go online the link provided does not work and also the phone number on the bill does not work, so I am concerned that this is not a legitimate company. I have a bill from them for $215.20, but since I am not able to pay online or via the phone, I have decided not to pay in case this is a scam to gather money via checks in the mail.Business Response
Date: 03/07/2024
see attached.Initial Complaint
Date:01/19/2024
Type:Order IssuesStatus: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 am writing to file a complaint against Cellnetix for ongoing billing issues and failure to address discrepancies in my medical bill. The details of my case are as follows:On 8/3/23, I received a bill from Cellnetix for laboratory testing conducted by my doctor. The original bill amounted to $80.13. However, according to my Explanation of Benefits (***) from ********* a **** discount was applied, resulting in an adjustment of $60.17. As per the **** my responsibility was correctly calculated as $19.96.Upon discovering the discrepancy, I contacted Cellnetix on 8/29/23 to rectify the issue. Despite my efforts, a new bill was issued on 9/8/23 with the same charge. Subsequent attempts to resolve the matter, including providing the *** and communication via email, have proven futile.During my call on 10/11/23, Cellnetix claimed that my insurance refused to provide the correct information and initiated an investigation. Despite multiple assurances, the issue persisted, and I received identical bills on 10/12/23, 11/16/23 and 12/15/23. Furthermore, Cellnetix stated on 12/1/23 that they could not open the *** I had previously sent, leading to delays and lack of follow-up.I escalated the matter on 1/5/23 by expressing my desire to speak with a manager and my willingness to pay the $19.96 owed, but Cellnetix failed to resolve the issue or have a manager contact me as promised. Frustrated by the lack of cooperation, I paid the $19.96 owed on 1/17/23, still insisting on the correction of the bill to reflect the **** discount.I am seeking the intervention of the Better Business Bureau to prompt Cellnetix to correct my bill accurately and acknowledge the payment in full with the **** discount applied, as clearly outlined in my ***.I appreciate your prompt attention to this matter and hope for a swift resolution.Sincerely,***************************Business Response
Date: 01/29/2024
see attached.
Customer Answer
Date: 01/29/2024
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. However, I sent Cellnetix the explanation of benefits on 10/27/23 and they did not request it from me. I offered to send it to them after they repeatedly did not resolve the problem. I would just like to state this to correct the record
Sincerely,
***************************
CellNetix Pathology, PLLC is BBB Accredited.
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