Complaints

This profile includes complaints for Bio-Genetics Laboratory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bio-Genetics Laboratory

  805 Executive Center Dr W Ste 300 St Petersburg, FL 33702-2407

• 

  Bio-Genetics Laboratory

  805 Executive Center Dr W STE 100 Saint Petersburg, FL 33702-2407

The 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:12/17/2024

  Type:Service or Repair Issues
  Status:

  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 company is asking me as a primary care provider to authorize genetic testing that I did not request for a patient. They have contacted my patient and obtained a great deal of her PHI and let her think that due to having a coupe urinary tract infections and a skin infection that she needs genetic testing. This is inappropriate and I told the patient to avoid this company.

  Business Response

  Date: 01/02/2025

  This request for genetic testing was initiated by the patient on 11/29/24. All such requests are sent to a patient's primary care physician to validate the qualifying diagnoses as provided by the patient and to determine ordering of testing based on medical necessity.

  As a NGS laboratory certified by **** and CAP accredited, we perform a medical intake that MUST meet the Local and National coverage determination (LCD/NCD) guidelines for testing. In this instance the patient self-described diagnoses met the LCD/NCD guidelines for genetic testing. This report was sent to the patient's *** - NP *** ********** to review and make a medical decision, i.e. order testing or not order testing based on their knowledge and treatment of the patient and their condition.

  The lab followed up on this patient initiated request with the ***'s office and the *** denied testing for this patient. This is exactly how the process should work, as neither patients nor laboratories can order testing. CMS guidelines clearly state that genetic testing can only be ordered by a treating physician. In this case the patient's *** did not approve testing for this patient. 

  
  

  Customer Answer

  Date: 01/02/2025

   
  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. I was concerned because the patient does not recall asking for this testing and the request was sent to me twice. The patient may not be aware that they are requesting the test but the patient understands that they do not need the testing. I trust that I will no longer receive requests for this testing. 
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:09/20/2024

  Type:Customer Service Issues
  Status:

  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 call from a bio generic laboratory in Chicago Illinois stating that I needed to contact them. I have never done any work with this lab or agreed to any testing. I have no idea why they contacting me, but I did read the reviews and therefore I am placing a complaint. I also do not live in Chicago Illinois anymore, so I know that this is not legit, they have tried to contact me three or four times and I have not responded.

  Business Response

  Date: 09/30/2024

  Better Business Bureau
  c/o ******* **********
  
  Re: Compliant ID ********
  
  September 30, 2024

  
  Dear *******,

  
  We are in receipt of a complaint by Ms. ******* ******. Our laboratory has been in business for 20 years and we do not make unsolicited phone calls. It is never our intent to call somebody who has not expressly inquired about interest in hereditary genetic testing. A genetic test can only be order by a patient’s primary care physician. The purpose of the call was to reply to an online inquiry regarding hereditary genetic testing services.
  We do not make unsolicited phone calls. We initially receiveda website online request from ************ on September 12, 2024 requesting more information regardinghereditary genetic testing services. This web session occurred at www**********. This is a 3rd party owned website.

  
  The websession was monitoredby Jornaya, a company that monitors and provides web session validation and authentication. We require a Jornaya web session ID for any lead we acquire from 3rd party advertisers to ensure we do not make unsolicited call attempts to an individual who did not expressly request more information. This company is recognized as the gold standard in the industry to protect a company like ours to ensure we make no unsolicited attempts to contact a person. The Jornaya report is attached for Ms. ******’s review.  The last page of the Jornaya report has a video link and she can watchthe lead sessionrecording.
  
  In the body of the complaint, Ms. ****** references a call from us with a Chicago area code. The contact phone number provided by Ms. ****** was 312-********. The area code 312 is a Chicago exchange. To reduce long distance costs, the Company uses VOIP lines (voice-over-internet-protocol) meaning we dial from an outbound phone line using the area code of the recipient as a cost saving measure. Even though Ms. ****** lives in Huntsville, AL she provided a phone number with a 312 Chicago area code.
  
  The following page is a snap shot of the TCPA Compliant opt-in page where Ms. ****** authorized Bio-Genetics Laboratory to contact her regard hereditary cardiovascular issues. The link to the entire session recording is available for playback via this link:********

  SEE ATTACHED

  Upon receipt of the complaint we added Ms. ******’s phone number to our Do Not Call List and she will not receive any additional calls from the Company based on her initial request to be contacted.
  
  Based on this reply and the attached Jornaya report containing the TCPS compliant request to be contact we consider this matter to be closed.
  
  Regards,
  
  Peter M.
  
  Patient Advocate group
  Bio Genetics Laboratory
  https://bio-genetics.com/
  
  
  About Bio-Genetics Laboratory
  
  Bio-Genetics Laboratory is a laboratory certified by the Clinical Laboratory Improvement Amendments (CLIA) and accredited by the College of American Pathologists (CAP), with a proven 20-year operational track record.
  
  CLIA-certified facilities adhere to established regulations for laboratory testing quality and the reporting of patient-specific results. CLIA standards are overseen by the U.S. Food and Drug Administration (FDA), the Centers for Medicare and Medicaid Services (CMS), and the Centers for Disease Control and Prevention (CDC). Any testing performed in the U.S. that influences patient care must comply with CLIA standards.
  
  
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  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.

  This laboratory billed my elderly ***************** for around 8k. I contacted ******** to report fraud. I recorded the call from their call center which they are using to trick elderly ******** recipients into fraudulent testing. They sent fraudulent ******** records on her behalf to appeal the claim. I was contacted by an investigator from ******** who was happy to take down all the information. I also contacted the *** to report this fraud. They returned my call immediately and added me into a larger complaint of fraud against this lab and their fraudulent billing.

  Business Response

  Date: 02/09/2024

  Please see the attached response to ID number ********. Please let us know if you need any further information. 

  Thank you 

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  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.

  This company called MY cell phone but asked if "********" was here. That happens to be my mothers name so i asked the last name of the person they were calling and they stated "*******" which is my mothers name. What was strange is how they would be calling my number but for my mother since i am 52 and she would never give my tel# if she is inquiring about genetic testing. I instantly thought they must have somehow connected us via an internet search and started asking pointed questions. The 1st lady was rude and just hung up on me so i called back. The 2nd lady was very nice and understood that red flags were being raised after i explained to her that my mother would not have done an online search (which is what they stated probably happened) and use her 52 year old daughters telephone number for a call back. I am always concerned about fraud and deception for our elderly population and this company is giving me those vibes. Had they actually reached my mother what were they going to say and what were they going to try to get her to do - genetic testing that she did not solicit but somehow gets convinced to have?

  Business Response

  Date: 11/14/2023

  Good morning, please see the attached response for ************************  Please contact our office with any questions you may have. Thank you

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20830278
  
  I am rejecting this response because:  After writing this complaint I spoke to my mother and she denies any contact online with this company.    There was no 3rd call from me as stated in their response.    To substantiate their claims that my mother went on their site with interest in Genetic testing and put my telephone number in as their contact, I ask that they produce a screen shot of that inquiry.  I also would ask for a recording of the 3rd call they mention in their response.  Do they have caller ID - what number did that come in from? 

   

  Lastly, I found other complaints online like the following:

  ***************************************************************************

  **********************************************************************************************

  ************************************************************************************************************************************************

  *********************************************/ (see comments on this one related to Biogx)

  ***************************************************

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

  Business Response

  Date: 12/06/2023

  Good afternoon, we attempted to upload the phone recordings that we have, however they are not supported on this website.  Please see the attached response regarding ************************  Please contact our office with any questions you may have. Thank you 

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  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.

  On 25April2023 Bio-Genetics Lab called and falsely acted and said they were calling on my doctors behalf to order me labs. She then proceeded to take my PHI along with my social security number and ******** information. After 40 minutes later she took all my information and when I kept asking which doctor she was calling from she couldnt answer. Later I immediately called my wife and told her what happened. She then called them and insisted they delete my information and that she was going to report them under fraudulent gathering of personal information and that we were going to report them. They said they would erase his information but 1, I dont believe them and 2 I dont want this to happen to anybody else.

  Business Response

  Date: 05/15/2023

  Please see the attached response dated May 2, 2023. 

  Thank you 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19982981
  
  I am rejecting this response because:

   In the letter paragraph 2 notes that they initially received a WEBSITE ONLINE REQUEST, this is absolutely NOT true because my husband, ********************************* does not even use a computer, nor go online, not even on his phone. So, there was no request made and that is why I'm responding to this message. 

    Paragraph 4, the letter notes he acknowledged our call and chose to participate in a 42 minute conversation. Again, this was phisher because he WAS expecting a call from his doctors office to schedule a test and thought it was them, but the phishing begins when they started to ask for his Social Security Number AND his ******** number. Which, as an older person, did do. They go after the elderly people with many medical conditions and just dont realize what they are giving out and to who, scammers like this company.

  They were able to phish and prey asking him any questions about his medications, his medical history, what clinic he goes to and who his providers were. The only reason why we had to call this company back to soft delete his information was when he called and told me, his wife, what happened. I am a Registered Nurse and knowing what ******** and a scam is, was upset and had him call the company back up to delete his information. That is when he realized that this company did him wrong. The only reason why they had his VA providers name, was because, again, they phished it out of him, why do you think it took them 2 minutes to get that information!

  On paragraph 4, they only PERFORMS GENETIC testing services if ORDERED by the patients PCP. We did get a letter saying they were going to request his provider to ordered such labs, which he did not need nor requested, but again this company scams TRICARE and ******** to get them to pay for this test and of course, if they dont pay, then it falls onto the elderly person who was scammed. Also in the same paragraph, it notes that he wanted them to call his wife, which they didnt want to do because they probably knew they would be caught phishing!

  Paragraph 7, This laboratory company should recheck who they are working with because they DID take his SOCIAL SECURITY NUMBER and his ******** NUMBER. They are now costing ** money to get LIFELOCK so that our information is protected and watched.

  I know what HIPAA compliant is and this company is not that at all. I still feel this company needs to be investigated and their recording looked in to. I do hope they did soft delete his information, but how can I believe anything they really say after all this happened to him?

  By the why the email address on the ******* was not even correct, anybody can get his name, phone number and address off any website they pay for this information.

  Sincerely,
  *************************** on behalf of my husband,
  *********************************

  Business Response

  Date: 06/13/2023

  Please see attached response.

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, per response they offered to cover the expenses associated with an identity protection service of my choosing. I accept the offer, however I will require the address to submit my receipt per their request in order to pay for the service. Once I receive this, I would be more than happy to close the case. Thank you
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/14/2023

  Our address is:

  Bio-Genetics

  ***************************************************************

  **************, ** 33702

  If ******************** would like to upload a copy of his receipt through this portal, that would be fine as well. 

  Thank you 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 19982981
  
  I am rejecting this response because:

  Per complaint filed against Bio-Lab, they agreed to pay for ******************* Services and agreed to have receipt copy go through bbb.org portal but Im unable to reply and attach the file.  I attached it here in hopes they will honor the agreement to close the complaint account and reimburse the cost. I would like to have it documented in the portal so that if the dont pay I have BBB noting this to other customers.

  Thank you,

   

  ***** & *********************************

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

  Business Response

  Date: 06/27/2023

  Good morning, 

  please see attached, check number **** in the amount of $311.63, payable to ********************************* for reimbursement of Life Lock.  This check will be sent in the mail today, June 27, 2023 to the address that ******************** provided. 

  Thank you 

  Customer Answer

  Date: 07/04/2023

   
  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:02/16/2023

  Type:Order Issues
  Status:

  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 am *****************************, wife of ***************************, sharing this information on his behalf. My husband is undergoing medical testing due to cancer and his GI physician ordered a genetic test. We were given the name of the company that was to do the test but was then contacted by Bio Genetics stating they were going to to the testing. They asked for information: ******** number, etc and would send an order to ********************. We were then contacted by ******************** asking questions about this and they told us this was a scam. This company files for ******** compensation for testing and nothing happens. I did file a ******** fraud report.

  Business Response

  Date: 03/06/2023

  Please see attached response with attachments.

   

  We are in receipt of the complaint by a ********************************** on her husband ******************* behalf alleging our laboratory bills ******** for genetic testing services that we do not provide. Our laboratory has been in business for 20 years and we do not make unsolicited phone calls or bill for lab services that have not been rendered or provide genetic testing services that are not ordered by the patients treating physician.

  We do not make unsolicited phone calls. We initially received a website online request from ***************************** on February 10, 2023 requesting more information regarding hereditary genetic testing services. This initial request and web session was further monitored by *******, a 3d party web session validation and authentication company, that ensures we do not make unsolicited attempts to an individual that did not expressly request more information. This company is recognized as the gold standard in the industry to protect a company like ours that do not make unsolicited marketing attempts. The ******* report is attached for your review.

  Our company made four outbound call attempts to ********************************** as per her request and left her two voicemail messages and one *** text message between February 10 l4 2023. This record did not proceed any further within our system.

  After further review, we have since been able to identify the relationship between ***** and **** are actually one of the same but started independently with our laboratory. ***************************, independently, made four inbound phone calls directly to our laboratory from an unknown phone number under a different name and so a new patient record was created within our system. Our lab can only provide hereditary genetic testing services for a patient with a doctors ordered lab requisition that must come from their primary care physician. Our lab had no requisition on file and so our lab agent completed a personal and family history and profile of cancer and sent a report for determination of medical necessity for testing directly to Mr. ********** physician.

  At this point, it is apparent ***************************** made the assumption our follow up calls, although at her request, were made at the extension of her husbands physician treating his current cancer conditions at the ****************. This misunderstanding caused ******************** to apparently instruct *************************** to call our laboratory from the *** message she had recently received.

  Our lab ONLY performs genetic testing services if ordered by the patients ************ Physician. The personal and family history and profile of cancer for genetic testing was sent to ******************* physician for determination of medical necessity. The test was denied because the test had already been ordered elsewhere through a different laboratory.

  Our laboratory does not bill ******** for services that are not rendered. Although Mr. ********* Insurance information was collected as to determine eligibility, our laboratory subsequently closed the patient chart and there was no billing for laboratory services.

  In conclusion, we do not feel there was any wrongdoing. Our company was simply following through on both requests for information and following the doctor prescribing protocol governed by CMS for genetic testing. Therefore, our laboratory has concluded this was a reasonable misunderstanding by ********************************** at a difficult and emotional time and we apologize for the inconvenience this has caused.

  Sincerely,

  ***************************

  Patient Care Advocate

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  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.

  They have continually called my cell number daily for weeks, stating that I contacted them. I have not ever contacted them and believe they scraped my number from a lead list, as they referenced a person named ******* who has no connection to me, but does appear in error with my same phone number on some website out there (who called me look up sites...) . I've had this number since ****, with no lapse in service, so basically pre internet. I called BioGenetics today at ************ and refused to give them my name, as they have no right to know anything about me. The agent hung up on me. I called again and demanded that they remove my number from their records and/or place me on a do not call list.

  Business Response

  Date: 11/17/2022

  Please see attached. 

  Customer Answer

  Date: 11/18/2022

   
  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. However, I continue to clarify that I did not contact them or request any additional information from them, regardless of what their records show. They may want to review how they keep records to prevent further complaints.  
  
  Sincerely,
  
  ***********************