Complaints

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:04/15/2024

  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.

  My husband done the Genesight testing at the request of his doctor. His doctor had us call the company to make sure we wanted to pay the amount before sending it off. I called the company and gave all the information including our insurance coverage and numbers so they could accurately check the cost. We did not check into the financial assistance and even without that the lady on the phone told me we would pay $330 and I could do a payment plan for that amount if I needed to. She also stated that if anything changed in cost and it was over $330, someone would give us a call to see if we wanted to proceed. After that phone call, we had my husbands doctor go ahead and send the test in to be done. We never received any phone calls about cost. Only 2 calls came to my phone from this company, and they were asking if my customer service calls were good. Its been about a month, if that, and I got an email saying I need to pay the provider $5,650. Do what??? I will not be paying this!!! Do not use!

  

  Business Response

  Date: 04/16/2024

  RE: 5304973
  Dear Mr. and *************,

  
  Thank you for reaching out to us. We understand that navigating health insurance claims can be complex, and we're here to clarify the process for you. As of now, we have not issued a bill for the services rendered. We have billed your insurance provider for the full cost of the test,and it appears they have sent you an Explanation of Benefits (***). Please note that the *** is not a bill but a statement detailing how your claim was processed by your insurance.

  
  Once we have finalized the details with your insurance company and your claim is complete, we will adjust the remaining balance to $330.00, in accordance with the consent form you signed at the doctor's ********** will receive a statement indicating the amount you owe, which can be conveniently paid online, by phone, or via mail. Please be aware that insurance processing can be lengthy, and it may take several months before you receive this final bill from us.
  

  Should you require any further assistance or have additional questions, please do not hesitate to contact us at *************************************************** or by calling ************ during our business hours,Monday through Friday, from 6 AM to 6 PM ***************** Time. We appreciate your patience and are committed to providing you with the support you need. Have a wonderful day.

  
  The Myriad Patient Accounts Billing Team

  Customer Answer

  Date: 04/16/2024

   
  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 so long as the balance is adjusted to the correct amount. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/17/2024

  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.

  I got a Myriad NIPT during week 10 of my pregnancy. I was told it would take 10 days to get results from the day my blood was sent in. My OB advised it usually was not any more than $249. Myriads tracking information told I was supposed to get an estimate PRIOR to them running the test. A week-ish later, I get notified that they could not give me an estimate and ran the test anyways. About 2 more weeks later, I get told that my results are inconclusive. 7 weeks later, I get a bill to my insurance for $2,000. This is insurance fraud.

  

  Business Response

  Date: 03/25/2024

  HI *******,

  
      Per review of the account,
  it shows that we only billed you for $749.00 which was applied towards your
  deductible after we were done working with your insurance. I did pull your cost
  estimate that was sent It said “Even though we cannot generate a precise
  estimate, we will bill your insurer by default. Please contact your
  insurer if you would like an estimated out-of-pocket cost. Your insurer may
  require prior authorization for this test. If so, we will work with them on
  your behalf.  If you qualify for
  insurance coverage, we estimate that your out-of-pocket cost will be $0.00. If
  you wish to pay without insurance, regardless of medical criteria, you can
  select our direct pay option. Please contact us at ###-###-#### to switch the
  payment method. We will continue to process your sample regardless of
  insurance determination. This is not a bill and no action is required by
  you unless you would like to:  Contact
  your insurance company, Aetna, for an estimate. You will need the following
  information: CPT codes: 81420 Myriad's Tax ID:***-***-****Change the way you are
  paying for your test. If you wish to change the way you are paying for your
  test, please let us know before your results are ready. Results for the Prequel
  Prenatal Screen are usually ready approximately 7 to 10 days after we receive
  your sample. Our team of billing specialists is here to help with questions.
  You can reach them at ###-###-####. If you have questions about your cost
  estimate, please call Customer Service at ###-###-####.”
  

  We followed the process that was stated in your cost estimate,
  and it had advised you if you had any questions to reach out to our customer service
  department regarding your cost estimate. Per your test results being inconclusive
  I have adjusted your account to $0. I have sent a zero balance statement in the
  mail. If you have any further questions, please contact our billing department
  at ###-###-#### Monday – Friday 6am-6pm MST.
  
  Thank you,
  Myriad Patient Accounts Billing Department

  Customer Answer

  Date: 03/25/2024

  
  
  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:03/04/2024

  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 underwent prenatal genetic testing with Myriad and am deeply dissatisfied. Despite multiple attempts (CALLED 3 TIMES) to get an estimate, I never received a cost estimate as promised. Now, facing an unexpected $800 bill, I regret choosing them. My attempts to get answers from the company have been terrible, and I plan to inform my healthcare providers about my experience, urging them to reconsider their association with Myriad if the issue isn't resolved promptly. I have screen recordings and screenshots.

  

  Business Response

  Date: 03/12/2024

  *******,

  
  Per review of the account, I show that you spoke with someone on March 4th and your balance was reduced to $100 per financial assistance. our apologizes for the inconvenience that the Cost Estimate that was sent stated we were still working on a cost estimate as per review we were still trying to get a query from your insurance on your benefits.Due to not being able generate a cost estimate of a dollar amount, we have accepted the $50.00 on both accounts as payment in full and adjusted the remaining balance to $0. If there is anything else needed, please contact our billing office ************. Our business hours are Monday through Friday from 6 AM to 6PM Mountain ******** Time.

  
  Thank you,
  Myriad Patient Billing Department

• Initial Complaint

  Date:02/13/2024

  Type:Billing 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 was told I would not receive a bill for my testing by my psychiatrist. I completed the useless test because I had met my out of pocket max. The results have lead to no change in treatment and overall is a useless test to begin with. The advertising is misleading and is taking advantage of patients who are just trying to feel better. I never would have gone through with testing had I known my insurance was not covering it. I received no communication regarding this prior to the test being run.
  
  At best it can provide some predictive info on risk of side effects or need for dose adjustments by telling you if someone is a fast or slow metabolizer of certain meds. It cannot tell you which psych meds would actually work for someone, as many people believe. The testing companies have a fantastic PR and marketing campaigns which strongly insinuate that without actually coming out and making that claim because then they would get in trouble with the FDA. They have already been warned by the FDA that their marketing is misleading to consumers. Research trials comparing patient outcomes have not shown any long-term improved outcomes when using the test results to pick psych meds vs just taking a good history and using standard clinical judgment, so both the FDA and the APA have officially advised against using genetic testing results to choose psych med treatment. There are meds (like Pristiq) that will always land in the green/“good” list because the enzymes that metabolize it isn’t one of the ones the tests test for, which is super misleading.

  

  Business Response

  Date: 02/26/2024

  Hi *******,
  
  We apologize
  for the misunderstanding regarding the potential cost of our testing, we do try
  to make our billing as transparent as possible. The GeneSight promise that
  includes the patient responsibility is on the consent form that was signed at
  the time of testing. The charges are for performing the lab testing, not for
  specific outcomes of your results. We have options to help assist patients with
  their out of pocket cost which are Financial assistance, 12 month interest free
  payment plan or a 15% paid in full discount our agents are happy to assist you
  with your account if you call into our Patient billing line at ###-###-####.
  Our business hours are Monday through Friday from 6 AM to 6PM Mountain Standard
  Time.
  
  Thank you,
  Myriad Patient Accounts Billing Department

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response does not respond to my complaint regarding questionable validity of this test. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/04/2024

  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 was basically pushed into completing this genetic testing by my provider. I was told its covered by insurance and they would call me to go over the cost if over 300 dollars are something like that before completing the testing. She acted like it was just a normal routine test that people with family history have an option to do. No one ever called to notify me of the cost they just ran it through insurance. Now I have a bill of $1800 that I have NO money to pay.

  

  Business Response

  Date: 02/13/2024

  Hi *****,
  
    I have reviewed your account and per the miscommunications of how the billing works, I have adjusted your account to $0

  Thank you,

  Myriad Patients Account ********************** Department

• Initial Complaint

  Date:02/02/2024

  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.

  A myriad genetic screening test was offered by my doctor as I qualified Free based on my family history (submitted in-depth family history to the myriad questionnaire at the Dr ******** Upon Myriad receiving my blood sample, I was sent a text message asking that I call their customer Service to see if/how much my insurance would cover. I called as requested, and was told that my specific insurance would cover the tests, and if that changed, I would receive a phone call prior to processing, but it wouldnt ever be more than $330. (this is also promised on their website). No phone call was ever received, and I now have a bill for over $2,600 with another bill on its way. I definitely would have avoided this test, if I knew the cost and headache. I will be extremely skeptical to use this company for screenings and tests in the future.

  

  Business Response

  Date: 02/13/2024

  Hi ********,
  
  Per our billing policy we only send out cost estimates by email and text of what your out of pocket cost would be. We only call patients if they dont meet criteria for any coverage from their insurance to have the testing covered. You test was covered by your insurance and it was applied towards your cost share. I do show that you met the criteria for our financial assistance program for $249 and one account was adjusted to that amount and the other account was adjusted to $0.
  If you have any questions please contact our billing department at ************ Monday through Friday 6am 6pm MST.

   

  Thank you,

  Myriad Patient Accounts Billing Department

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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 did the genetic test based on the advice of my doctor. I was told by Myriad Genetics that if the test was going to be above $330 that I will receive a call. I didnt. They also show that as their promise on their website. They performed the test and billed my insurance. My insurance denied the test and now I am on the hook for $5,650. The reason I did the test is that I reached my out of pocket *** with my insurance. I assumed they will get this processed since no one called me to tell me about the cost. I wouldnt have for the test if I had to pay for it.

  

  Business Response

  Date: 01/12/2024

  Hi *************,

  
     Per our billing policy and the consent form that was signed in the doctors office when the sample was taken, the patients out of pocket cost will not be more than $330.00 unless they get a call from us prior to the test being ran. We do bill the insurance for the full cost of the testing. We do work with your insurance, and it can take between ****** days to finalize things with them. We will not bill you more than the $330.00 once we are done working with your insurance. Once you get an actual statement in the mail that says it is from Myriad Neuroscience/Assurex Health and the balance is not reflecting the $330.00, please reach out to our patient accounts billing department at ************** Monday Friday 6am-6pm MST. We do have options to help assist with the out-of-pocket cost of the $330.00 once we are done working with your insurance company as well and will be happy to go over those with you once you get a bill from us.

  
  If you have any other questions, please contact us by phone ************,email: *************************************************** (2-3 business day respond time).
  
  Thank you and have a great day.
  Patient Accounts Billing Team

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21130024
  
  I am rejecting this response because:
  
  I reached my out of pocket *** for last year, and that was the only reason I took the test. The promise was to call me. You knew very well that the insurance wont cover and didnt try to get a prior authorization or check with them prior to performing the test or to let me know ahead of time. If the balance is not removed, I will be consulting a lawyer. I think this is a common theme I am seeing with many other reviews.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/22/2024

  Hi *************************,
       I have attached a screenshot of the section that states we only call if your total financial responsibility could be more than $330.00. Since you didnt get a call, per our billing policy we would adjust the balance down to $330 once we are done working with your insurance. When we check with your insurance and if there isnt any specific information like stating a prior authorization is needed then we dont submit one prior to running the test and per reviewing your account it looks like that was the case. Due to miscommunication on how the our billing works and your expectations of no out of pocket per meeting your cost share in 2023, I have noted the account to adjust your account to $0 once we are done working with your insurance company.  If you end up getting an actual bill from Myraid and that Adjust was missed,please call in to our Myriad Patient Accounts Billing Department ************* Monday Friday 6am-6pm (MST) or you can go online ************************************************************ and chat live with one of our Patient Accounts Billing Representatives and they can refer to my notes on the account and make the adjustments on the account. BCBS Insurance is known to send their payments they make on the claims to the patients for being out of network to the patients and if that is the case with your insurance, we will bill you just for the insurance that is meant to be forwarded to us for payment from the Insurance for the services we provided, but for any out of pocket cost to you, that will be Adjusted to $0.
  

  If you have any questions, please contact Myriad Patient Accounts Billing Department ************* Monday Friday 6am-6pm (MST) or you can go online and chat with a Myriad Patient Accounts Billing Representative ************************************************************ Monday Friday 6am-6pm (MST). You can also email us with any questions to *************************************************** and we will respond within 2-3 business days.
  
  Thank you and have a great day,
  *****
  Myriad Patients Account ********************** Department Reimbursement Specialist

  Customer Answer

  Date: 01/22/2024

   
  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 as long as they act on their promise and adjust the balance to $0
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2023

  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 received a $5,600 bill from GeneSight. I was told numerous times that I would be contacted before it was processed if the amount exceeded $330. That didn’t happen and I would have never agreed to the testing for my daughter had I known it would be an outrageous amount of money.

  

  Business Response

  Date: 11/30/2023

  Hi Mrs *****,
    I have reviewed the account
  and show that we have not sent you a bill, you may be looking at an explanation
  of benefits from your insurance company. Per our billing policy and the consent
  form that was signed in the doctor’s office it states that we will contact you
  if your financial out of pocket responsibility will exceed more than $330.00
  and if you didn’t get a call the most your financial out of pocket
  responsibility will be up to the $330.00. We do bill the insurance for the full
  cost of the test, but the patients are not billed more than $330.00 unless they
  are called prior to the test being released.
  
  Per review of the account, I do show that we received a denial notification from
  your insurance and the account was adjusted to $0 and no bill is being sent out
  to you. Your insurance does not bill you for the services we provided, they
  only send you an explanation of benefits on how they processed the claim.
  
  If you have any further questions, please contact our billing department by
  phone ###-###-#### M-F 6am to 6pm MST or email: ********************** or you can go
  online and chat live with one of our agents ******************
  
  Thank you and have a wonderful day,
  Myriad Patient Accounts Billing Department

  Customer Answer

  Date: 11/30/2023

  
  
  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:09/11/2023

  Type:Billing 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.

  In March 2023 my doctor recommended I have genetic testing performed by Myriad Genetics due to prevalence of mental disorders in my family. I was told by Myriad Genetics that before they tested the sample that they would give me the cost. Myriad also stated I would have results in 10 days. Due to their predatory billing, fighting with my insurance for six months, I still haven’t received results. The insurance sent me a bill for over $800. I called and told them to cancel the test. They stated I will owe $330 no matter what. My insurance stated they repeatedly billed them and changed codes to push this scam through. I will not be treated based on Myriads inconclusive results. I believe the predatory billing practices are wrong. Thanks

  

  Business Response

  Date: 09/12/2023

  Hi ******

  
   Per review of your
  account I show that we are still working with your insurance and have not sent
  you a bill. Per the consent form that you signed in the doctors office states
  the $330.00 is a typical patient financial responsibility unless you received a
  call prior from our customer service department. We do bill the insurance the
  full cost of the test and anything left to patient responsibility if more than
  the $330.00 gets adjusted down to the $330.00. Your insurance cannot bill you
  for the services we provided, they do sent you an explanation of benefits on
  how they are processing the claim for our services we provided. I do show that
  once we are done working with the insurance, you do meet the requirements for
  our financial assistance program that our representative advised you on the
  phone when you called in on 08/11/2023 that once we are done working with the insurance
  your account will be adjusted to $0 per our program.
  If there is anything else needed, please reach out to our
  billing department at ###-###-#### or email *************************
  
  Thank you
  Myriad Patient billing department

• Initial Complaint

  Date:09/01/2023

  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 doctor recommended I have genetic testing performed by Myriad Genetics due to prevalence of cancer in my family. I authorized the test because I was told by Myriad Genetics that before they tested the blood sample that they would give me the cost. If it was too expensive, they would NOT test the sample. They said they would contact me about cost and never did, so I assumed they did nothing. They sent me an invoice for over $1,000 to my surprise. While I waited to compose my thoughts about this situation, I received another invoice for $950.00. I would not have authorized the testing of this sample if I knew how much this would have cost. They were not forthright concerning the cost and lied to get me to proceed with the testing. This is a predatory practice.I have never received any results from Myriad, just an invoice which I do not feel I should have to pay since Myriads practice is obviously deception of it's patients.

  

  Business Response

  Date: 09/12/2023

  Hi *****,

  
       Per our billing
  policy that is stated on the test request form that your doctor signed that
  they went over it with you, states that we would contact you if you will be
  responsible for any non-covered charges, but your insurance covered the testing
  under your insurance plan and applied the balance to your deductible. I do show
  that both of your accounts have already been adjusted to $0 per meeting our financial
  assistance program and you don’t have a balance owing. I will mail you a copy
  of the $0 balance statements for your records.
  
  If you need further assistance, please contact our billing
  department at ###-###-#### or by email **********************.
  
  Thank you and have a great day,
  Myriad patient accounts billing department

  Customer Answer

  Date: 09/16/2023

  
  
  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. Should I receive any additional Invoices for these charges I will file a new complaint. As of this resolution my balance due is zero dollars. Thank you for your assistance in resolving this matter. 
  
  
  
  Sincerely,
  
  
  
  ***** *******