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Genova Diagnostics

63 Zillicoa St, Asheville, North Carolina, United States, 28801-1038

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Reviews Medical Lab Genova Diagnostics

Genova Diagnostics Reviews (%countItem)

Discarded tests
The lab my practitioner referred me to sent my bloodwork and cheek swabs to Genova. A few days later I tried to make a payment online. I was told that my blood and swabs were discarded. I asked the online chat person why. She said I needed to ask my practioner. Practioner was clueless as to why. Said they’d give me another test kit. Problem is that I am a very difficult stick and it took the phlebotomist 7 sticks and two separate days to draw my blood. So I decided to call Genova directly to find out why the blood and sans were destroyed. The lady on the other end said that due to their licensing they could only speak to my practitioner. Wait. I WAS PAYING FOR THE TEST. So why could no one there tell me what happened to the vials of blood and swabs? Now my practitioner must call and set up a consultation with their people at Genova. I am very very frustrated.
I just want to know what happened to the vials and swabs!

Worst laboratory ever. Unprofessional. I had a test done in April 2019. Results were never received. In February 2020 they charged my American Express for the balance of the amounts they charged my insurance company. I didn't even know who Genova Diagnostics were. Basically they billed my Insurance in excess of $2,400 for this test,, and a year later without even receiving the results they send me a bill that I am supposed to pay. I contacted customer service asking them that if my insurance was dilatory in paying (they allege they do not contact the patient) why they didn't send me an email then with either the bill or anything to advise me of this issue and the say they are not obligated to do that and they were not waiving the balance of $171 despite the fact this test was from April 2019, I never received results and my insurance company paid them a large amount of this claim. I think they are scammers. It is not the $171.00 it is the fact of their unprofessionalism. Their services are very highly priced and a total ripoff aside from not getting the results. So now my insurance company paid for a test that at this point is worth nothing and they still want me to pay? Very unhappy

In November of 2018 my doctor has ordered GI effect testing through Genova Diagnostics. Before I agreed for these tests I was quoted by my doctor for $230.
I was charged $30 at my medical office when I received the testing kit. On the day Genova Diagnostics released my test results my credit card was charged for $221.
2 months later after they tried to bill my insurance for $2637 I received a bill for $239 more. They are charging me $490, which is more than double from what I was told upfront.
There are no set prices posted anywhere on their website for their tests, which gives them the opportunity to bill you anything they desire after testing is done.
This company is infuriating, misleading, and corrupt. I feel bad that they are taking advantage of sick people.

Genova Diagnostics Response • Mar 20, 2019

Genova Diagnostics does provide all of our clinicians with a complete fee schedule for our testing. When insurance billing is selected by the patient, we request an upfront payment with the patient's samples, and the claim is billed to the patient's insurance carrier. Once we receive the explanation of benefits (EOB) from insurance company, we send a statement to the patient only if any additional amounts are assigned to patient responsibility per the EOB (for example, unmet deductible, co-pay, or co-insurance amounts). The upfront amount is applied to the balance due, along with any applicable credits and discounts per Genova's insurance billing guidelines.

The amount quoted to this patient by her doctor was the upfront payment based on the testing ordered. Our sales team has been in contact with the practitioner's office to provide additional information regarding insurance billing.

Genova has been in contact with this patient to resolve the account due to the misunderstanding of our insurance billing process.

I had a great experience sending in our labwork to this company, more than once. I especially appreciated that they dedicated time to discussing the results with our doctor by phone so our doctor would have a more comprehensive understanding of what the results meant. So when we followed up with our doctor, she could answer our questions. This labwork can be cutting-edge and very specialized. We've been very happy with this company.

I have Medicare and tri care which both insurances paid for the tests I had
and I am now being treated. I was very satisfied and my dr. went over the .results in detail

Unethical billing practices. Send bills for unexpected, high costs and reps provide different reasons behind the extra bills. Provide no upfront info.
My Doctor requested two tests a couple of months ago. Costs were shared with me from Schedule A (based on my insurance) with the understanding that the costs paid up front would be all of my out of pocket costs. I paid the upfront costs and had the tests done.

The first bill I received was for Test #1 (Food Sensitivity) - $15 stating that I underpaid for the first test. I called and the Genova Rep said it was a failure to originally charge for one of the tests requested but waived the bill.

The next bill I received for Test #1 was for $1,420.77 (Invoice ***, DOS: 11/21/17)stating patient responsibility after insurance payment.

I also received a bill for Test #2 (Hormone Test) for $245.66 which included $15 an "underpayment" charge again (Invoice ***, DOS: 12/20/17).

on 1/24/18, the first rep I spoke with told me these costs were patient responsibility and all she could do was put me on a payment plan. She stated that the information the Doctor provided about schedule fee was incorrect and had nothing to do with them. She stated that Genova does not go to collections, nonpayment would not hurt my credit, and that I would just have an outstanding balance with them. Questionable and shady information. And I felt as though I was supposed to read between the lines - However I am not comfortable with an outstanding balance anywhere.

I hung up and then called back a few moments later and spoke to a second Genova rep (Jennifer). She told me a different reason for the bills/charges - She stated that they had to change their billing program and that as of 1/1/18 they were required to charge all patients that remaining balance after insurance payment which they had not done in the past. She stated that their previous practice of not collecting was illegal because they do not contract with insurance companies (another red flag for me). She stated that Doctors had been alerted and my doctor shared outdated information. Jennifer said that she could work with me to reduce the payment from almost $2,000 total. She came back after "talking with her supervisor" and said the lowest she could go was $400 to zero out my balance and only could apply this ONLY IF I paid at that moment. If I didn't pay it would eventually go to collections (different story then before).

I paid the $400 out of frustration and panic. I feel like I am being lied to and ripped off and all I am trying to do is figure out where my health issues are stemming from and how to take care of them.

I then talked to my doctor who said that the rep provided wrong information and the changes did not apply to Schedule A which is what my insurance falls under. She was going to talk to her Sales Rep contact at Genova and suggested that I call my credit card company to stop payment - that once a payment is made it is hard t get any money back from Genova and she could only step in to help before payment is made. She is still going to talk to them to see what can be done but is not hopeful. I have not called my credit card company to stop payment. I am very nervous that if not paid I will end up in collections

At this point I am not sure what to do. I have paid $400 in addition to what I have already paid, I have received different stories from different Genova reps, and the billing and settling practices are questionable an make me very uneasy. It seems that Genova has unethical billing practices and claim to "help" patients by being willing to reduce the costs. But in the end they still receive the extra money and it contradicts the information provided to the patient at the beginning of the process. In the test packages paperwork it states the cost to be paid and did not have any information about a billing change and the possibility of additional cost. Information is not provided and patients are stuck at the end paying high extra costs with the threat of going to collections if not paid (and other reps tell a different story).

Desired Outcome

I paid an additional $400 today beyond the original costs of the tests. I would like the $400 refunded. I would like my balance to remain $0 after the refund and no additional bills or phone call received from Genova. They did not alert patients either on the prepayment website nor in the test package paperwork of the changes in billing and to expect additional costs. Reps tell different stories for the reasons for the extra costs. This is not solid business practice and the whole practice seems questionable. Paid by Visa on 1/24/18 to Genova rep Jennifer $250 towards Invoice #*** (Confirmation # for payment: ***) $150 paid towards Invoice #*** (Confirmation # for payment ***)

Genova Diagnostics Response • Jan 25, 2018

Thank you so much for the opportunity to respond to this customer's complaint regarding the billing of her laboratory testing performed by Genova Diagnostics, Inc.

The balance on the invoices sent to the patient were assigned as patient responsibility (e.g. deductible/co-insurance) by the insurance company. The required up-front amount submitted is our estimate of the patient's total out-of-pocket expense for the test. Our requisition and our billing guidelines advise that patients may be responsible for more than the up-front amount based on their insurance benefits.

We apologize for any misunderstanding the patient may have had about our insurance billing program.

We have been in contact with Ms. to fully explain our guidelines and the benefits of the program. She is appreciative of the outcome and the opportunity for additional education.

We will reach out to the practitioner's office to provide additional education and materials.

Please feel free to contact me with any additional questions or concerns at

Unethical and misleading billing practices. Received a bill for full services after signing a contract that I would only be billed for $149.00
I received services almost a year ago from this lab. My doctor assured me that I would only be liable for $149, and so did the lab paperwork. I used to work for *** medical appeals department and received several complaints from this company that they would take the $150 and if the claim did not process through insurance (sometimes it did not) then the company would turn around and bill the member, which goes against the signed contract. I am being billed in the amount of $2499.00 and I will contact the office and let them know that they should stick to the original signed agreement and that I will not be dupped into paying these charges.

Desired Outcome

Refrain from billing and collections.

Genova Diagnostics Response

Thank you so much for the opportunity to respond to this customer's complaint regarding the billing of their laboratory testing performed by Genova Diagnostics, Inc.

Since Genova is out-of-network with many insurance carriers, it is likely that some portion of the charges will be the patient's responsibility. As part of Genova Diagnostics' insurance billing program, we request an upfront amount from the patient with their order. This amount is an estimate of their out-of-pocket cost.

In this case, we did not receive the upfront amount with the patient's order. As a result, the invoice was not processed through our insurance billing program, and the patient received an invoice for the full list price of the testing since the insurance carrier denied the charges.

We have been in contact with Ms. to fully explain the benefits of our insurance billing program and discuss the missing payment in order to resolve the account.

Please feel free to contact me with any additional questions or concerns at ***, ext. ***.

Sincerely,

Jennifer M
Training and Process Coordinator / ARBO
Genova Diagnostics, Inc.

Genova Diagnostics billing practices are very unethical. I was quoted $149 for some test for my wife (which I paid up front). Then received a bill for $265 (for total cost of 414) and after several phone calls I agreed they could file insurance (thinking possibility it would be covered under preventive care). At the time they told me I would be reimbursed for any payment over the $414 it they received any money. The insurance denied the insurance claim as 'Not Covered" but paid Genova $452 out of my HRA (for a total money collected of $601). When I followed up Genova they refused to reimburse me anything, saying it was 'all their money'. The 'mgr' finally agreed to return the $452 to my HRA and I would pay the balance between. Of course that never happened and now they will not return my calls. Unfortunately because Genova was 'out of network" the insurance company won't help me either. After going back and forth since April to Oct, it was bothering me so much I finally had to let it go and learn a costly lesson about Genova billing practices. Sad it appear to be common practice as I read all the complaints.

Genova Diagnostics Response

Genova Diagnostics strives to help our patients manage their out-of-pocket costs by providing multiple billing options. We offer a "no insurance billing" option to patients at a discounted cash price, as well as an insurance billing program which requires an upfront amount with the patient's order. Genova Diagnostics is out-of-network with most insurance companies, so this upfront amount is an estimate of patient responsibility.

In this case, the patient originally selected our "no insurance billing" option on the lab requisition form; however, the amount that was included with the patient's order was the upfront amount for insurance billing rather than the discounted cash price of the test. After speaking with the patient, Genova was provided with insurance information and submitted a claim to the patient's insurance carrier for the full price of the test. How an insurance company processes a patient's claim is based on the patient's benefit plan. Genova Diagnostics has no control over these decisions.

Due to the misunderstanding of our insurance billing program, Genova honored the patient's request to retract the insurance claim and reimburse the insurance payment received. This refund has been completed.

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Address: 63 Zillicoa St, Asheville, North Carolina, United States, 28801-1038

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+1 (828) 252-9303

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