Complaints

This profile includes complaints for Datavant formally CIOX Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Datavant formally CIOX Health

  925 North Point Pkwy Ste 350 Alpharetta, GA 30005

• 

  Datavant formally CIOX Health

  P.O.Box 409900 Atlanta, GA 30384

• 

  Datavant formally CIOX Health

  PO Box 1812 Alpharetta, GA 30023-1812

• 

  Datavant formally CIOX Health

  1150 Northmeadow Pkwy Ste 100 Roswell, GA 30076-3890

• 

  Datavant formally CIOX Health

  2222 W Dunlap Ave Ste 300 Phoenix, AZ 85021-2852

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:02/14/2023

  Type:Product 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.

  I provide vocational rehabilitation services for injured workers in **. I requested records for a client on 9/8/22 from Allina Health. My request was for the records to be faxed. The authorization signed by the patient (my client) indicated a service method of "Fax" and "U.S. Mail (CD/DVD)". The service method, "U.S. Mail (paper)", was left unchecked. Without my knowledge, ****** forwarded the request to CIOX. I received a packet of paper records on 9/22/22. When I received them, I gave them to my client's attorney's office as she had not authorized the release of the paper records service method.On 1/20/23, I received an invoice in the mail from CIOX for $75.36 related to the 9/8/22 request. Since that time, I have been emailing back and forth with their collections department (attached) regarding this issue - that I had requested fax records and not the service they decided to provide. I have had issues with CIOX before. My firm purposely avoids dealing with paper records due to lack of space, extra time it takes to put them into electronic format, and having to eventually pay to have the records destroyed. When a similar issue happened in the past, a representative at CIOX advised me to make sure I specify "fax" as a service method and not by mail. That is what I did in this case and they still decided to provide a service I did not request. As can be seen from my contact with them, they have not acknowledged their error - calling it a billing error, erroneously claiming I had requested paper records via U.S. Mail when I didn't, claiming that they could mail me records because by firm's address was located on the letterhead of the request sheet. They are refusing to acknowledge that they provided a service that wasn't requested and take steps to resolve their mistake. I am asking that the original invoice amount be cut in half to $33.21 and for a representative at CIOX to acknowledge they made a service error, not a billing error. Thank you for your time.

  Business Response

  Date: 02/16/2023

  After further review, in good faith I have adjusted the invoice amount to $33.21 as you requested.  For future reference please note that as a company policy of Ciox Technologies we do not fax records.  If you would like to receive records electronically please sign up for electronic records via our online portal.  If not delivered online the records will be printed and mailed.  Thank you

  Customer Answer

  Date: 02/16/2023

   
  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:02/09/2023

  Type:Customer Service 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.

  I requested a copy of my medical records due to an incident in a prison. The employees did NOT notify me of any charges for requesting the records As such, their customer service is highly questionable. It is necessary to be honest at all times, including explaining that there are fees for requesting a physical copy of a medical record. As such, I requesting that the CEO's office inquire and contact me with a full resolution to these charges, which are attached.

  Business Response

  Date: 02/10/2023

  Ciox Technologies relies on the medical facility to inform the patient that they have contracted with an outside company to process their request for medical records and that there is a fee associated with copying the records as well as shipping them.  In this case it seems the facility did not disclose this information to the patient therefore I will cancel the invoice. Thank you

  Customer Answer

  Date: 02/10/2023

   
  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:01/18/2023

  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.

  I filled out a request to have a Medical bill for proof of a medical visit for $85 from May of 2022 to submit to my FSA. Instead of the bill, they sent me the complete medical record. I called to correct the problem and get the bill instead of the medical record. They said I had to resubmit through the original provider, but I still had to pay the $6.50 record release charge since I had already downloaded it. The problem is I had to download it to know they had sent me the wrong thing. Apparently, through the requesting website, which was fairly confusing, there was a different box I was supposed to check, but I never saw a box anywhere on the website for that. So I added in verbiage to be specific that I needed my medical record for the $85 visit. The long and short of it is this: Ciox Health charged me $6.50 in order to send me the wrong record. The invoice number they gave me was **********. I requested cancellation of the charge, but they refused, even though they sent me the wrong record. If they cancel the $6.50 bill and send me email confirmation of the cancellation, that would satisfy me on resolution of this issue.

  Business Response

  Date: 01/19/2023

  Invoice number 400651259 has been cancelled in full.  Thank you

• Initial Complaint

  Date:01/13/2023

  Type:Order 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.

  Claim # ********* I was contacted via phone today and informed that I was denied access to my late husband's medical records because yall want me to provide an " Executive of Estate Letter", and that my "Declaratory Court Order" was not acceptable.It appears yall dont have legal knowledge of ***** laws nor Declaratory Court Orders and the fact that these orders have the ultimate authority over anything.I strongly advise yall to review this following law and reconsider yalls decision, to prevent a future lawsuit: ***** CIVIL PRACTICE AND REMEDIES CODE/ TITLE 2. TRIAL, JUDGMENT, AND APPEAL/ SUBTITLE C. JUDGMENTS/ CHAPTER 37. DECLARATORY JUDGMENTS

  Business Response

  Date: 01/17/2023

  Please provide the Ciox reference number or invoice number you received the correspondence letter under or the patient full name so I can research the issue further.  Thank you

  Customer Answer

  Date: 01/19/2023

  I have never received an email with an assigned number for my request.

  The only response I received is CIOX calling me to tell me they dont know what a Declaratory Court Order is, and therefore its invalid.

   

   

  information the may help locate my request:

  patient name: ******************************

  patient DOB: 2-1-1953

  last 4 off patient SS: 7721

  Year of last hospital visit: 2010

  hospital: ****************************

  hospital City and State: ********, *****

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

• Initial Complaint

  Date:01/04/2023

  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.

  My law firm received a fraudulent invoice from Ciox. It was a bill for a medical records request for a person I have never heard of. I called Ciox on August 14, 2022 with a dispute over this invoice and was told that this invoice was cancelled. I now, in December 2022, received another invoice with the exact same invoice number and the same person's name on it who has never been a client of my law firm. I called Ciox again and was told that the legal assistant's name who signed the request form. I have never heard of this person either. I was also told that the law firm letterhead for the request is another law firm - not my law firm. I requested that **** send me a copy of the request letter and the authorization so that I could challenge it and was told that **** would put it in the account portal for the law firm that made the request - not my Law Firm. Accordingly, I cannot access that portal. I asked that the request and authorization be sent to me via email or fax and Ciox refused. I asked how to make a formal dispute and was given an email address that did not work. So, I am left with an invoice that isn't mine and no way to challenge it.

  Business Response

  Date: 01/05/2023

  Please provide the invoice number in question and I will research this further.  Thank you

  Customer Answer

  Date: 01/05/2023

  Here is the invoice number. 0374855340

  Business Response

  Date: 01/06/2023

  My apologies for the error.  Invoice ********** has been cancelled in full.  Thank you

  Customer Answer

  Date: 01/06/2023

   
  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:01/03/2023

  Type:Delivery 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 11/11/22, invoice **********, CIOX Health billed for sending pediatric records of my 6-month old child from UAP Clinic in ***********, IN to **************************** in ***********, **. I submitted the request, and they clinic had not received the paperwork for 4 weeks. I made 2 follow-up calls with UAP Clinic in *********** to ensure that the records were sent. ***************** never received the paperwork. I had UAP Clinic email me the paperwork instead, and I printed and brought to the clinic in order to schedule my child's 6-month appointment. I emailed CIOX stating that I did not receive the provided service. They stated that they mailed out the paperwork but will not provide any evidence of address or date received. They have now blocked my email address. I am filing this complaint to avoid a collections filing due to their lack of due diligence and their lack of customer resolution support. If evidence can be provided that the paperwork was actually sent and to the correct address as prescribed by my application for paperwork transfer, I will pay the bill.

  Business Response

  Date: 01/04/2023

  We apologize for any inconvenience, invoice number ********* has been cancelled in full.  Thank you

  Customer Answer

  Date: 01/04/2023

   
  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:12/21/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 want to know why are my medical records being requested by Ciox? My therapist received a call from Ciox *************) yesterday (12/20/22) to get a copy of my records but I did NOT authorize or request any release of my records.

  Business Response

  Date: 12/28/2022

  Good morning, the records were requested by CMS (Centers for ******** and ******** Services) for a risk adjustment program.  There will be no cost to the patient.  Thank you

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18621811
  
  I am rejecting this response because: I am not a ******** or ******** patient. Can you explain why ******** or ******** should need any risk assessment for someone not using ******** or ******** healthcare? 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/06/2023

  I will reach out directly to Ms. *********** concerning this matter and resolve the issue.  Thank you

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18621811
  
  I am rejecting this response because: I spoke with the representative and they were not able to confirm there was any legitimate reason to request my records from the provider who was contacted. I have provided more information, namely the number who called from Ciox, and I am waiting for a follow up call. If it was truly not Ciox who called, I request Ciox cooperates with law enforcement so we can determine who was impersonating them and attempting to violate HIPPA laws. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/21/2022

  Type:Service or Repair 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 own a ********************* in *********** and served a Subpoena for patient medical records. Ciox is the 3rd party service that process records for the medical provider. Our office received notification records are ready and need to pay prior to release of records. After paying the $298.00 invoice I realized the case settled a few days before. I immediately contacted a Ciox rep about stopping the payment and was advised it was too late and the charge would go through and **** would not return the money. Regardless of my mistake I learned from running my business for 30+ years this behavior is absurd and if the same where to happen to one of my clients I would return the money. By the way I never received the records after the Ciox rep would not return the payment.

  Business Response

  Date: 12/29/2022

  Please provide the invoice number in question and I will research the issue further.  Thank you

• Initial Complaint

  Date:12/21/2022

  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.

  I request med records for a client related to a litigation matter on 11/14/2022. I needed the records at once. Ciox is the group that provides the records. Ciox recently migrated from "edelivery" system to "smart request portal". I received an email that records are ready for downloading (DL) 12/5. I went to DL them & was directed from the old site to the new portal & it required signing up again. Once signed up I logged in & the records were not there. I did trouble shooting with their team...spent an hour at least, trouble ticket #RHP424. They couldn't figure out the problem. They had to work on it & follow up with me. They never followed up. After a few days I again tried logging in & it the records were there ready for DL after I pay. The records received were someone else's. I reported to CIOX. They fax me a form to fill out swearing that I destroyed the records of that person. I was instructed to fax the form back & did.Today they email me they didn't get form & asked me to email it. it's disconcerting. My frustration is compounded by paying for the wrong records, still not having the records I requested, & being up to 3 weeks to receive a refund, & the time that has gone by since my 11/14 request. The cust. svc, filling out/sending the form to deal with receiving the wrong records took about another hour. Yesterday I received an email that records again are ready for DL. I login & see that I have to prepay again for these records despite still not receiving my original payment back. I paid for the records which were two separate sets. After you pay you're supposed to be able to DL them...but only one set was available to DL. It will probably be another day or two before I finally get to DL that 2nd set. The whole process was extremely difficult & time consuming. Being a law firm I cant ethically charge my client the 3hrs spent with CIOX cust. svc, getting the wrong stuff,filling out forms cause they sent wrong recs. My rate is $135/hr. They should refund

  Business Response

  Date: 12/29/2022

  My apologies for the error and the inconvenience you suffered.  A refund will be sent to you.  Thank you

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My insurance company that I applied new insurance for has faxed HCA of ********* ******* to release my medical records 3x already and each time HCA has to forward that request to Ciox to release my information. Each time **** finds an excuse not to send it. This began on 11/12 and it's 12/17 already and they have not released my medical records. Each time it's always some excuse. The first time they sent the wrong information which was my instructions on what was needed. The second time the excuse was that HCA didn't send a legible copy. This third time they said that the medical release form was not attached and the representative even verified that it was on the second page even the second fax was clearly legible as well. I've now missed the open enrollment period which would've given me more options if my application gets denied for this insurance. This company was faxed multiple times that this needed to be done as soon as possible. They have no respect for peoples time and they clearly don't respect urgency. Every time the insurance company has called they were either left on voice mail or were told constantly to wait **** days for processing. Even what is being logged by their rep isn't being read as seen on the uploaded screenshots. Clearly it's understandable on the 1st time but on the 2nd and 3rd time which was both **** and HCA's mistakes that wouldn't you have a sense of urgency to do what is right for the client. What happens now if she doesn't get approved for this plan and something happens to her and she isn't insured. It takes minutes to processes a fax but **** days is just outrageous especially since it's the same client on top of it's because of your mistakes. This company should not be handling this sort of matter if you can't even process such a simple task in a timely matter. No wonder why people complain about Ciox how much litigation you are having to face with.

  Business Response

  Date: 12/28/2022

  My apologies for any inconvenience.  The request for records has been completed and sent to the insurance company on 12/26.  Thank you  

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18602983
  
  I am rejecting this response because: It took your company to process a simple request 1 month and 20 days. What if this situation was an emergency and needed immediate response? Your company and its policies are laughable. No rhyme or reason why it should take 10 days let alone 1 month and 20 days to process a fax request. It took having to file a complain with the BBB to get you to act which says a lot about your company.

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