Genedx Inc

May 05, We received a letter from the Revdex.com dated Monday, April 28, 2014, in regards to a complaint on behalf of one of our customers, *** *** ***, who resides at *** * *** *** *** ** ***The complaint involves billing or collection issues and stems from a patient
visit on March , to the *** Genetic Medicine Clinic at *** ** *** *** ***, WA ***In the complaint it states that the Gene Dx people, Dr*** *** *** and *** *** ***, *** entered and my wife and I thought they were part of Dr*** teamIn fact, Dr*** is part of the *** faulty and *** is a Genetic Counselor for ***Neither are, or have ever been employed by GeneDxDr*** was the ordering physician on the case.In regards to the bill of 6,that *** received, the bill was sent because we did not receive a signed consent from him to appeal his case with insurance on his behalfHad the consent been signed the patient would not have received the billAt this point, our investigation has deemed that the bill was sent as part of a clerical error and that the patient, ***, will receive correspondence from us stating that he was billed in error and that his balance is 0.00.We apologize for any confusion this has caused the customer.Respectfully,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: they are FULL aware of the refund since the end of October, it is now the second week of December, I received an email dated 11/26/from Marina B*** stated "the check has been processed & should be mailed to you by the end of next week(Wednesday), since we are closed on Thursday & Friday for the holidayLet me know if you need anything else" emailed her this morning & now her response is "it takes days for it be processed." so since October it went from "i dont see your payments" to "its being mailed to you" & now its "it takes days" this is dishoest to say the least, I've been getting the run around for this "company" from day oneI am due a refund asap, I refuse to accept any more excuses.Regards,*** ***

We have received the enclosed complaint for ID# ***.The Customer received an explanation of benefits from the insurance carrier, which states THIS IS NOTA BILLAs the customer mentioned the" EOB from her insurance" does shows a patient responsibility of $7,550, however GeneDX has not yet
billed the customerThe customer's explanation of benefits was only provided to GeneDx on 10/11/GeneDx will attempt to file an appeal to the insurance carrier for the services renderedOnce statements are generated the Customer will only be responsible for an out of pocket expense of $100.Please close the complaint as we had always intended to honor the $charge for services.Thank you,Debbie B***Accounting Supervisor GDX Finance / Accounting

After researching the customer's account we found that a check was issued 12/10/14, The check was cashed by the customer on 12/15/A copy of the cashed check is attached, Please let us know if there is anything else is needed to close out this complaint,
Shoshanna A
GeneDX
Accounting Rep / Finance

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I am writing in response to your letter to us dated November 15, 2017 regarding our statement for services provided to [redacted]. The reason that [redacted] has received a statement from GeneDX, Inc. is because her insurer applied our payment to her unmet patient deductible under her policy....

In other words, the insurer approved payment for the testing, consistent with our preliminary coverage estimate to her. However, the insurer did not inform us that [redacted] had not yet met her annual deductible (the amount that she must pay towards covered health care expenses prior to the insurer making payment).In recognition of the misunderstanding in this situation, we will agree to write off the balance owed by [redacted] for this testing in question. Sincerely, Jane P[redacted] Chief Legal Counsel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Shanna A[redacted] of GeneDx is not telling the truth and the documents she provides proves it.  The contract states "The verbal result will be called within 7 callendar days after all three samples are received."  Their own documents state the sample was received June 10, 2015.  Their own documents state the verbal results were communicated June 19, 2015.  This is 9 days not 7 days and in breach of the signed contract.  You can not charge an exorbitant fee for a guaranteed expedited timeframe and then fail to meet that timeframe.  Their tardiness caused extreme emotional distress given we were waiting for genetic testing results on our infant child.  Additionally I believe GeneDx's records are not truthful just like Shanna A[redacted]'s letter because it says the sample was collected on June 8, 2015 and then was overnighted but GeneDx recorded it as received June 10, 2015.  I believe it was received on June 9, 2015 and am locating the delivery confirmation to confirm this.The evidence is clear and provided by GeneDx that they failed to meet their contracted obligations.  We can settle this with the Revdex.com or we can handle this in court.  I will also share truthfully with the media and with my 1500 [redacted] friends how GeneDx made our heartbreaking situation excruciating by price gauging, failing to deliver on time, providing zero assistance with insurance simply because they can take advantage of people at their most vulnerable time.
Regards,
[redacted]

We received your letter dated June 12, 2017 about a complaint. Because of patient privacy concerns under HIPAA and applicable state laws and regulations, we are unable to comment without Written authorization from the patient or the patient's legal representative.Sincerely, Anne M[redacted], PhD,...

FACMG Laboratory DirectorJan P[redacted], Chief Legal Counsel, Chief Compliance Officer

September 2, 2015To Whom It May ConcernI am writing in regards to the complaint filed with the Revdex.com against GeneDx. Complaint ID# [redacted]. I apologize for the late response.I have provided documentation attached to this letter outlining [redacted] and his physician...

received verbal and written test results within the promised timeframe. I have included the GeneDx requisition form [redacted] signed that states our company does not bill insurance for the ordered test. I have also included an email chain between a GeneDx Product Specialist and the Genetic Counselor that ordered the test stating she explained to the family that the doctor's office would help with the claim to Insurance, not GeneDx.If any further information is needed please do not hesitate to contact me.Thank you,Shoshanna A[redacted]Patient Accounts / Finance

September 2, 2015To Whom It May Concern
I am writing in regards to the complaint filed with the Revdex.com against GeneDx. Complaint ID# [redacted]. I apologize for the late response.
I have provided documentation attached to this letter outlining [redacted]...

[redacted] and his physician received verbal and written test results within the promised timeframe. I have included the GeneDx requisition form [redacted] signed that states our company does not bill insurance for the ordered test. I have also included an email chain between a GeneDx Product Specialist and the Genetic Counselor that ordered the test stating she explained to the family that the doctor's office would help with the claim to Insurance, not GeneDx.If any further information is needed please do not hesitate to contact me.
Thank you,
Shoshanna A[redacted]Patient Accounts / Finance

November 24, 2014Dear [redacted],
In response to your letter dated Tuesday, November 18, 2014, you will find our response below.
I am the Controller here at GeneDx. I received an e-mail dated Thursday November 13, 2014 from our Corporate Office requesting that a refund be...

paid to the customer, [redacted]. Upon receipt of this request, my payment team went to research the request. It has been confirmed that the customer had negotiated a highly reduced test charge back in 2012 and was making reduced monthly $39.00 payments since that point. In reviewing the reduced test amount vs the total payments made to date, we did confirm that the customer was due a refund of $146.00This amount has been requested to be processed by our Corporate Accounts Payable Department via check request. This request was sent on Wednesday November 19, 2014. Our customer service team at Corporate Headquarters has since followed up with [redacted] to provide her with a status update and to ask that the customer allow for processing time for the system to cut a check to her. We have confirmed her current street address and the check will be sent to her.I cannot confirm that [redacted] experienced any delays per her claims, I can only attest to the prompt attention to this matter that my department demonstrated upon receipt of the request for refund by our Corporate Office.
Thank you for your time on this matter.
Heather H.
Controller

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Shanna A[redacted] of GeneDx is not telling the truth and the documents she provides proves it.  The contract states "The verbal result will be called within 7 callendar days after all three samples are received."  Their own documents state the sample was received June 10, 2015.  Their own documents state the verbal results were communicated June 19, 2015.  This is 9 days not 7 days and in breach of the signed contract.  You can not charge an exorbitant fee for a guaranteed expedited timeframe and then fail to meet that timeframe.  Their tardiness caused extreme emotional distress given we were waiting for genetic testing results on our infant child.  Additionally I believe GeneDx's records are not truthful just like Shanna A[redacted]'s letter because it says the sample was collected on June 8, 2015 and then was overnighted but GeneDx recorded it as received June 10, 2015.  I believe it was received on June 9, 2015 and am locating the delivery confirmation to confirm this.
The evidence is clear and provided by GeneDx that they failed to meet their contracted obligations.  We can settle this with the Revdex.com or we can handle this in court.  I will also share truthfully with the media and with my 1500 [redacted] friends how GeneDx made our heartbreaking situation excruciating by price gauging, failing to deliver on time, providing zero assistance with insurance simply because they can take advantage of people at their most vulnerable time.Regards,
[redacted]

Good Afternoon,We are writing in reference to a complaint assigned ID [redacted] regarding a billing/collection issue.On December 4" we received a check from the complainant for services rendered at our facility. The complainant's insurance company is out of network with our facility therefore the...

payment she received from her insurance company was made payable to her.We drafted a letter to the complainant stating that the check was not properly endorsed, enclosed the check and mailed it to the same address listed on the check.On January 19 we received the check back at our facility. The check was endorsed by the complainant but she did not make it payable to GeneDx. This resulted in a second letter being sent to complainant requesting again she state: Pay to the order of GeneDx.A stop payment was issued by the insurance provider and a check has been reissued, as of today the complainant has chosen not to return the check for payment instead we have been told she will cash the check herself and call in to make payment.We followed protocol and supplied the client with proper instructions. I have enclosed a copy of our letter and a copy of the check showing it was not made payable to GeneDx. DNA Diagnostic ServicesDecember 4, 2015Dear [redacted],Thank you for forwarding to us the payment from your Insurance Company on behalf of services rendered at GeneDx. At this time we are unable to apply this payment to your account for these reasons.* Check must be endorsed by the addressee * Endorser must state: Pay to the order GeneDxPlease complete the above changes and return to:GeneDx, Inc.207 Perry ParkwayGaithersburg, MD 20877Attn: Accounting DepartmentIf you have any questions please feel free to contact the Accounting department.Sincerely,GeneDX, Accounting Group

Review: My primary physician, Dr. [redacted] referred me to Dr. [redacted],a Cardiologist, upon detecting a heart murmur. After Dr. [redacted] perscribed a tread mill and an echo-cardiogram examination, she referred me to Dr. [redacted] at [redacted]. ON MARCH 4 2013 my wife and I were escorted to a waiting room after being admitted to see Dr. [redacted]. Shortly after, the Gene Dx people, (MD [redacted] and Ms, [redacted]) entered and my wife and I both thought they were part of Dr. [redacted] team. They stated that I was referred for Cardiac and Genetics evaluation by Dr. [redacted] due to my diagnoses of Hypertrophic Cardiomyopathy. After ten to fifteen minutes of questioning concerning my heart history they terminated the session by asking if we would like to have our children included in this process and we stated that we would rather not. I received a bill of $6080.00 one year later, MARCH 13, 2014. I contacted Dr. [redacted] and she stated that she did not refer me to Gene Dx. I have letters and statements that will further explain this issue and I will disclose them if needed for your investigation of this matter.Desired Settlement: Would like Gene DX to be investigated for unsolicited use of names and referrals to further their clientel. Also to be released from being responsible for paying $6080.00 for a service I would have declined had I known the cost and the method in which I was solicited.

Business

Response:

May 05, 2014We received a letter from the Revdex.com dated Monday, April 28, 2014, in regards to a complaint on behalf of one of our customers, [redacted], who resides at [redacted]. The complaint involves billing or collection issues and stems from a patient visit on March , 2013 to the [redacted] Genetic Medicine Clinic at [redacted], WA [redacted]. In the complaint it states that the Gene Dx people, Dr. [redacted] and [redacted] entered and my wife and I thought they were part of Dr. [redacted] team. In fact, Dr. [redacted] is part of the [redacted] faulty and **. [redacted] is a Genetic Counselor for [redacted]. Neither are, or have ever been employed by GeneDx. Dr. [redacted] was the ordering physician on the case.In regards to the bill of 6,080.00 that **. [redacted] received, the bill was sent because we did not receive a signed consent from him to appeal his case with insurance on his behalf. Had the consent been signed the patient would not have received the bill. At this point, our investigation has deemed that the bill was sent as part of a clerical error and that the patient, **. [redacted], will receive correspondence from us stating that he was billed in error and that his balance is 0.00.We apologize for any confusion this has caused the customer.Respectfully,