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:08/07/2023

  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.

  My doctor recommended I have genetic testing performed by Myriad Genetics due to prevalence of cancer in my family. 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 sent me a link via email, which did not detail the cost as stated and said I had to call instead. I called Myriad Genetics and they said the testing would not cost me anything out of pocket because insurance would cover most of it and whatever they didn’t cover was not going to be billed to me because it was under $5. (It wasn’t worth their time to bill such a low dollar amount.) I authorized the testing. They sent me the results via mail. This was in February 2023. I never received an invoice and did not find this unusual since they said it wouldn’t cost me anything. On 8/3/23, Myriad Genetics called and said I owed them $744.81. I told them I never received an invoice, and this is the first time that I was informed that I owed them money. They said they sent me an invoice in June 2023. I did not receive this invoice. 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.

  

  Business Response

  Date: 08/07/2023

  Hi *******,

    I reviewed your account and apologized for any miscommunication in regard to our billing. It looks like your insurance processed the claim and applied the balance to your deductible stating that it wasn't met at the time of services. I did go in and review our customer service notes and see that they did advise you that you will not have an out of pocket. I have gone ahead and adjusted your balance to zero. 

  Thank you and have a great day

   

  Myriad Patient Accounts billing department

  Customer Answer

  Date: 08/09/2023

  
  
  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:08/01/2023

  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.

  Date of transaction - April 10th.After reading all the complaints on here we experienced a similar problem where we were told that we will get a call from the Myriad genetics representative to get our consent and proceed with the tests. We received the same instructions from our physician when the blood was drawn.Now we received a bill for $576 and after speaking to the customer care they mentioned that they only send a courtesy email and text to provide the cost estimate but not explicitly ask for consent before they go ahead with the test results and they take our silence as a good ahead to conduct the tests which is ridiculous.I was demanded to pay $250 over the call when I explained about the instructions we received from the physician. And he mentioned that due to high number requests they are no longer going to call people to get their consent.This is not transparent and they business practice and ethics is questionable.I need a refund of this amount and make sure that they mend their business practice

  

  Business Response

  Date: 08/03/2023

  Hi ******,

  
    Per the review of your account, I show your insurance covered the testing and applied the balance to your Deductible for not being met at the time of service. I do see that we sent you a cost estimate notification by email on 05/02/2023 and then another one by text message on 05/04/2023 and neither of them were not viewed. Per the test request form from your doctor that she signed saying that she went over the testing information with you and that you consented in her office to have the testing done. Our billing policy is that if there is no response from the cost estimate messages that go out and with the signed test request form then we go ahead and process the test and bill the insurance and what is left to the patients cost share (Deductible and/or Co-pay) then the patient will be billed for that. We do offer financial assistance (based in household size and household income), paid in full 15% discount as well as payment plans to help assist patients with their out of pocket cost once they get their bill.
  If you have further questions, please contact our billing department ************** or email us at ******************************************************* and we will be happy to assist you with any other questions you may have
  
  Thank you,
  Myriad Patient Billing Department

  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20409143
  
  I am rejecting this response because:

   

  I was told by my doctor that I'll be receiving a call from myriad genetics to get my explicit consent to go ahead with the test after reviewing the amount that I will owe after insurance.

  This is misinformation. We received email/text to just review the cost estimate and I'm not obliged to respond as my no response should be treated as not a YES to go ahead with the test but as a NO.

  The text message also doesn't clearly state that if I don't respond by certain date, I'll be charged for the test.

  If your business practice is running on the patients no response then that's a pity. Reading other people's stories this has become a big nuisance and I feel this should be properly addressed or investigated by the right authorities.

   

   

   

  
  Sincerely,
  
  Kanaka Durga Pentum

  

  Business Response

  Date: 08/04/2023

  The order form that was received from the clinician states,By submitting this requisition, I confirm that I have obtained the patients informed consent for the screening after pre-test counseling about the risks,benefits, and alternatives. The patient has had the opportunity to ask questions and has voluntarily decided to have this screen. This gives us consent to process the test that the provider sent to us. When your spouse called in about the issue, they stated that the cost would be around $300. To correct the issue, we adjusted the balance to $250 as a courtesy due to the miscommunication of what the provider advised. Your spouse accepted this resolution and paid the $250 balance. 
   If you have further questions, please contact our billing department ************** or email us at ******************************************************* and we will be happy to assist you with any other questions you may have.
  Thank you,
  Myriad Patient Billing Department

  
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20409143
  
  I am rejecting this response because:

  I was told by the same physician that I'll be getting a call from you guys to confirm my out of pocket cost and only on my explicit approval, the tests will be conducted. My spouse is not aware of this conversation and on discussing it with my spouse he feels the same and she I'm not going to entertain paying money  to your business for inconsistent communication and changing policies without giving clear instructions to the physicians with whom we interface with

  
  Sincerely,
  
  ************ Pentum

• Initial Complaint

  Date:05/22/2023

  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.

  Complaint against Myriad Genetics - Unauthorized Billing for Genetic Tests Account Number: ************ - $980.00 Account Number: ************ - $485.86 I am writing to file a formal complaint against Myriad Genetics regarding an incident involving unauthorized billing for genetic tests.I have received two bills from Myriad Genetics in the total amount of $1,465 for genetic tests that were performed on 03/15/2023. These bills were for genetic tests that were performed without my consent or knowledge. I had not authorized Myriad Genetics to conduct any genetic testing nor I had received any information regarding the tests being performed.Lack of Consent: Myriad Genetics failed to obtain my consent as the patient prior to conducting the genetic tests. According to established medical practices and ethical guidelines, informed consent is crucial before performing any medical procedures or tests. In this case, Myriad Genetics disregarded my right to make an informed decision about their healthcare and genetic testing.Financial Burden: The ******************* sent to me as the patient has caused me significant financial distress. The unexpected cost has put an undue burden on me that I was not prepared for. Myriad Genetics' lack of transparency and failure to obtain my consent has resulted in an unjust financial situation for me.Desired Resolution: I request the cancellation of the bills that I received from Myriad Genetics for genetic tests conducted without my consent.I appreciate your attention to this matter and kindly request that you investigate this complaint against Myriad Genetics thoroughly. I believe that their actions have violated ethical standards and have caused unnecessary harm to me. I hope that your intervention will lead to a fair resolution for me as the patient.Thank you for your assistance in this matter. I look forward to your prompt response.

  

  Business Response

  Date: 05/22/2023

  Hi *****************************,
       Thank you for reaching out with your concerns.I reviewed your accounts and show that we do have a signed test request form the ordering doctor that they received verbal consent from you to proceed with the testing and to send in the sample to be processed. I show that on March 23,2023; for account ************ we sent you a text message with a link that shows it was viewed with the message: We attempted to contact your insurer, BCBS - ************** (**), but we did not receive details about your benefits. Therefore, we cannot provide you with a precise estimate of your out-of-pocket cost with your insurance at this time. 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, your out-of-pocket cost may be ** to $485.86.
  If you wish to pay without insurance, regardless of medical criteria, you can select our direct pay option at a lower price. Please contact ** 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, BCBS -************** (**), for an estimate. You will need the following information:
  CPT codes: *****, 81329
  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 ** know before your results are ready. Results for the Foresight Carrier Screen are usually ready approximately two weeks after we receive your sample.
  Our team of billing specialists is here to help with questions. You can reach them at **************.
  
  For account ************ we sent the same message, but shows it was not viewed. Our billing policy is that if we have a signed test request form from the ordering doctor that have obtained the patients informed consent to continue with the test and we dont hear from the patient when we send the cost estimate text message or email to cancel the test or change to self-pay, then we continue to process the testing and bill the patients insurance and then bill the patient for what the insurance applied to their deductible and/or copay.
  
  We do offer patients financial options to help assist with their out-of-pocket cost, financial assistance, 15% paid in full discounts or payment plans.
  
  Wed be glad to help answer any further questions in regard to your accounts and our billing, you can contact ** at ************ Monday Friday, 6am to 6pm mountain standard time or you can send ** an email at ***************************************** and someone will respond to your email within 2-3 business days.
  
  Thank you
  Myriad Patient Billing Department.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20088436
  
  I am rejecting this response because:

  I want to emphasize that as the patient, I did not provide any explicit consent for the genetic tests that were conducted. Informed consent is a fundamental principle in medical practice, and it is crucial for patients to have a comprehensive understanding of any procedures or tests being performed on their behalf. In this case, it is evident that the necessary consent was not obtained, and I urge you to rectify this situation promptly.
  
  As you previously mentioned, I would like to highlight that I did NOT receive any cost estimates or disclosure regarding the potential financial implications associated with these genetic tests. As a responsible healthcare consumer, I believe it is essential to be fully informed about the financial aspects of any medical procedures or tests. It is deeply concerning to discover that bills with a total of $1,465.86 have been generated without my prior knowledge, leaving me unprepared to handle the financial repercussions.
  
  Given the circumstances outlined above, I kindly request that all related bills and charges be immediately canceled. It is both unfair and unethical to burden a patient with financial obligations resulting from unauthorized tests and lack of cost estimation. I strongly believe that it is the responsibility of healthcare providers to ensure transparency, obtain informed consent, and provide patients with accurate financial information.
  
  I expect a prompt response from you regarding the actions being taken to address this issue. I trust that Myriad Genetics, as a reputable organization committed to patient care, will prioritize resolving this matter amicably and swiftly. Failure to do so may leave me with no choice but to explore further avenues to protect my rights as a patient.
  
  I appreciate your attention to this matter and eagerly await your response.

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

• Initial Complaint

  Date:04/20/2023

  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 received a bill from GeneSight for $4,827.93. I was told if the cost would be over $330, then I would be notified prior to the test being performed. That did NOT happen. I would have never done this test if I knew I'd be billed almost $5k.

  

  Business Response

  Date: 04/24/2023

  Hi ******,

  We bill the insurance for the full cost of the test, but your out of pocket should not cost more than $330.00. I reviewed the account and show the correct adj were made to your account this morning and it should now reflect the $330.00. You can view the balance online. If you have any other questions, please email us at [email protected] or call our billing office at ###-###-#### Mon-Fri 6am-6pm MST. 

  Thank you,

  Myrian Patient Accounts Billing Department

  Customer Answer

  Date: 04/25/2023

  
  
  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:03/22/2023

  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.

  They said if the cost is more than $330.00 dollars that they would call you before proceeding with the test. They did not call me and tell me anything and on top of that they charged my insurance company $5,650.00 dollars my insurance will not pay . I want my order cancelled with them they said they wont cancel the order . If they would have called me to let me know that the cost would be more than $330.00 dollars I would have told them that I was no longer interested. Nowhere in there packet information did it say that the real cost is $5,650.00 dollars I feel like i got robbed

  

  Business Response

  Date: 04/03/2023

  Hi *******,
  
     Per our billing policy,patients get a call if their out of pocket will be more than $330.00. We do bill the insurance for the cost of the test and once we get done working with the insurance if anything is left to patient responsibility that is more than $330.00 then we adjust the balance down to that amount. We are not able to cancel the test as it has already been processed and the results have been sent to your doctor. ********* review of your account,I show that we have made that adjustment down to the $330.00 as your insurance left it to patient responsibility. Due to the miss understanding of how billing process works I have made a courtesy adj to $0 on your account. If you have any questions, please give us a call at ************ our hours are Monday Friday 6am-6pm mountain standard time.
  
  Thank you and have a great day.
  Patient Billing Department

  Customer Answer

  Date: 04/03/2023

   
  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:03/10/2023

  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.

  On 1/3/2023 I was asked, after I had a routine mammogram, if I would be interested in genetic testing in regards to BRCA1 and BRCA2 gene because of my 2 sisters both developing cancer due to the gene. I said okay but I needed to know if it was covered by insurance or what the cost would be. The genetic counselor I spoke with said I would be informed of the cost BEFORE the analysis was done. In a week or two a lady called me with some questions and said she would get back to me with the cost. That never happened. I received an email that said it was a cost estimate but no dollar amount was listed. At this point I'm still waiting for a call back. I have now received two EOB's from my insurance stating I will owe $3212.00!! I refuse to pay this as I would have NEVER consented to that!! This company appears to be scamming people....I saw other similar complaints. I'm attaching the email and EOB's to this complaint. Thank you.

  

  Business Response

  Date: 04/03/2023

  Hi ******,
     Per review of your account,
  I show that we are still working with your insurance on the claim for the
  testing. I reviewed the attached email and it says to call us to discuss
  coverage for your test.
  
  We do not bill for anything that the insurance does not cover,
  we only bill if your insurance covers the testing and applies it to your cost
  share Copay/Deductible. I do show that you do meet criteria for our financial
  assistance for $0 out of pocket cost. Once we are done working with your insurance,
  we will make the adjustments to your account. If you get an actual bill that is
  from Myriad, please give us a call at ###-###-#### M-F 6am-6pm MST.
  
  
  Thank you and have a great day.
  Myriad Patient Billing Department

  Customer Answer

  Date: 04/09/2023

  
  
  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:12/16/2022

  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.

  When trying to call the company to discuss billing the number they had on bill sent me to an operator telling me I won 100 dollars but must give them a credit card number for shipping and handling. I told her I will not and to transfer me to someone to discuss my bill. She said she won't until I give my credit card. We went back and forth many times until I said I would report this to BBB. She said she is just doing her job and could not give me the number until I gave my credit card number to her. I hung up and came directly to this website and found a different number for the company. I was then able to discuss my bill.

  

  Business Response

  Date: 12/21/2022

  Hi *******,

   

    Thank you for providing this information. We are happy to look further into this and make sure the correct phone # is being printed on the statements. If you could please send us a copy of your statement so we can see what phone # was printed on it that would be great. you can email it to ***************************************************. 

   

  Thank you,

  Patient Accounts Billing Team