Genova Diagnostics (GDX)
Reviews and Complaints

Genova diagnostics doesnt mention the price of their tests in the website and when asked they said they cannot give the price (wait, what? you cant provide a price for the service you provide?) They told my doctor should have the price list. So when I asked my doctor the price of each test is $450. We did 3 of those tests. And they have claimed $2500 - $4000 per test to our insurance. ( Other similar labs and tests cost only $400 from other reputable companies). No wonder our insurance doesn't cover this overcharging scam. So now every week they keep sending us a different amount through their invoice system as our part of payment. The amount changes per their dishonest calculations and offers again and are wrong even if their overcharging ridiculous amount to insurance is taken into account. We have tried talking to them multiple times and each time a new bill is sent to us. I am left with no choice but to take legal action.

In the last half of 2016 I had a few Genova tests done through my doctor's office. Similar to other complaints, I had one price outlined up front with the doctor. It is 8 months later and I am still getting bills and overdue notices because Genova insists on billing my insurance exorbitant amounts just to see what they can get. They are a living breathing example of the waste associated with the insurance industry and should not be in business. I've wasted 35 hours of my life or more fighting with and tracking down paperwork for genova; all for 3 tests done on the same day.

We used Genova for stool samples for my young son with chronic healthy issues. The doctor I worked with explained Easy Pay and said that the Easy Pay amount was all I would pay for the services. I paid the easy pay amount, 4 separate times for 4 tests. But each time I received a bill for hundreds on dollars on bright yellow paper that stated "due now". I paid it out of concern that my doctor was mistaken, I didn't want to be taken to collections! We are now seeing a new doctor and he prescribed the same test. When I explained to him the cost, he assured me that I was ONLY responsible for the Easy Pay amount. I was skeptical so, I called Genova Diagnostics customer support and asked them, point blank, if I pay for this requisition with the Easy Pay agreement, what else will I owe? The rep told me "nothing. The Easy Pay will cover your portion of the payment and will be YOUR ONLY OUT OF POCKET EXPENSE." I repeated my concern, knowing that they would send me a yellow bill, and she assured me; that I had NO other expense and no other out of pocket payment. I then told her this had not been my past experience and I wanted to speak to someone about a reimbursement. I was transfered to a supervisor who gave me very scripted answers no matter how I asked her to explain what had gone on. Why was Easy Pay marketed as the only out of pocket expense if they would bill me anyway? Why had her own employee just stated I would have no other charges, when they would send me a bill? She could give me no answer. She just kept stating the bill is a good faith effort to collect payment. Enough with the smoke and mirrors Genova! Multiple complaints on BBB, and also, trustlink.org, /link removed/ show customers having the same experience. Easy Pay is touted by Genova as the only out of pocket expense and then a bright yellow "bill" arrives- that they won't do anything about if its unpaid. "Good faith effort?"- oh b.s. There is nothing integrity based about this promising one thing and executing another.

I have contacted this company numerous times and have sent via certified letter explanation of benefits from Blue Cross Blue Shield. The explanation of benefits states they need proof the tests were performed. This has been going on since Aug of 2015 this is not February.

If Genova would send the proof the test were performed Blue Cross would pay them and I would pay what is required afterwards. Instead Genova refuses to send Blue Cross proof the test were performed and have now had a lawyer contact me.

I have never had such a bad experience with any company in my life.

Threw the lab slips and sample kits in the garbage. I will update my doctor as well. This is a bogus organization with absolute horrible agents who are on the front line to answer patient (easy) questions. You know that is a bad sign PLUS the fact the the administration does not offer any contact phone numbers to complain. The voice prompts are few. I even left a message in HR hoping someone would call back and lead me to the administrators to explain what happened when I called Client services. THAT IS THE WAY TO BETTER BUSINESS PRACTICES! No one called back. Total ill trained employees with IQ of their shoe sizes who answer the phone. I will not waste my money or the money of my insurance providers on this garbage, bogus laboratory.

I had a IgG Food Antibody Assessment blood test done by Genova Diagnostics done in June 2015. The price I was quote was approx. $280 (I do not recall the exact amount), payment in full was required prior to the test, so I paid in full with a money order prior to the test. I have credit cards, but I choose to pay for medical procedures in cash in advance because there are a lot of fraudulent practices in the medical billing industry, and I do not trust any such company with my credit card information. I received the test results in a couple of weeks. Then I started to receive bills and calls from Genova demanding an additional $350. I explained to them that I paid the quoted price in full in advance, and asked them to stop contacting me. But they continue to try to collect this fictitious bill and have called me more than 20 times and have mailed me more than a dozen typed invoices. A few months I told the doctor that recommended them, and she said she would talk to them. That may or may not have briefly reduced their attempts to collect, but the continue to call and invoice me for money I do not owe them.

I am writing to complain that Genova Diagnostics needs to improve several things to make working with them worth it...first, in June, 2015 my naturopath drop shipped the testing kit to me and it took me over an hour to figure out how to fill out all of the paperwork and it was still confusing when I got done. In the billing section they require credit card information so I put it in and then hand wrote in that I did not authorize any charge above $300 because I had been told by my naturopath that it would only cost $149.95 for all of the tests done. My credit card was charged $822 without my permission on July 7, 2015. This was two months ago. Since that time I have been calling this company every few days trying to get my money reimbursed. I sent in scanned copies of my insurance card and called a few times making sure that the information would be sent to insurance. It took them a few weeks to send it out. Then, finally, I received the reimbursement from insurance which was only for $228. I then emailed them the copy of the EOB so that they would have all the info about what the insurance was paying. At that point apparently I qualify for a partial refund and still owe $149.95 but the refund had to be approved by the director which took weeks again. Now, finally the refund has been approved but I have to wait another month. This is all just unacceptable to me and I have spent hours and hours on the phone these past two months trying to get everything sorted out. I would have put my health insurance information on their paperwork in the beginning if there had been any place for it. The customer service representatives are very nice. However, I have tried to contact the leadership to make a complaint and every single time the representative makes me wait over an hour while they "review my case" and even then I've only been able to get the name of a billing supervisor and not anyone else in leadership. This is just unnecessary, unacceptable and a total waste of my time. All of this could have been handled so much more efficiently.

My health care provider confirmed that with my insurance I would only be charged $99.00 for the stool test. I called them twice concerned about getting some huge bill before I sent in my request with my money. I told them that my insurance would not cover the testing. Two people assured me that I would not pay more than $100 for the testing if that was what was on the requisition. They said that they would attempt to get the insurance to pay but if they wouldn't then they would only charge me $100. In fact my health care provider told me that full price was only $500.00 so I see the bill they send to my insurance and it's $1500.00 then I get a bill from them for $990.00. Ridiculous. I'm going to take legal action most likely if they do not withdraw this ridiculous dishonest business practice. Oh and they cashed my $100.00 check.

I visited Dr Nikki Walden on 10/21/2012 for a medical procedure. Dr Walden told me that the procedure would around $100.00. So I agreed and paid Dr Walden. A few weeks later I got a bill from Genova Diagnostics for $692.53. I called Genova and the billing department said it was part of the services provided on 10/21/2012. I never agreed to more than the amount paid to Dr Walden.
I called Dr Walden and her staff told me to ignore the bill. In the meantime, Genova has sent my bill to collections.