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Business Profile

Medical Equipment

Exact Sciences Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

This business has 1 alert

Complaints

This profile includes complaints for Exact Sciences Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Exact Sciences Corporation has 5 locations, listed below.

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    Customer Complaints Summary

    • 299 total complaints in the last 3 years.
    • 77 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 have tried contacting Exact Sciences by phone and by a written letter (copy attached) to their Senior VP of Customer Experience, but they have not bothered to respond to me and explain why they failed to verify insurance, yet they still expect me to pay the balance of the service that my insurance did not cover. I feel that if they spent a fraction of the time verifying insurance before badgering customers to send back the test kit, they would avoid causing financial stress to their customers. I now see via reviews that I am not alone with this issue.

      Business Response

      Date: 08/30/2022

      Dear ********************:
      We are in receipt of the complaint submitted on 8/19/2022 that was assigned an ID of ********.
      We take all customer feedback seriously and share in this patients frustration with her Tricare
      coverage.
      Unfortunately, we cannot honor the patients request to forgive the balance owed because of the
      insurance companys failure to cover the entire cost of the Cologuard test. There are legal
      limitations on when a medical provider can forgive patient balances. Exact Sciences has already
      written off the portion of ******** remittance that was earmarked as no prior authorization
      ($152.49). However, Exact Sciences is unable to write off the amounts attributable to the
      patients deductible ($199.30) and co-insurance ($164.51). At ******** direction, those costs
      are passed along to the patient.
      We encourage the patient to use the appeal tools on the Cologuard website, there is one specific
      to Tricare members. Additionally, please be advised that we have a Patient Assistance Program
      available for income-eligible patients regarding balances owed. The patient can contact our
      Customer *********** at ************ for more information.

    • Initial Complaint

      Date:08/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 physician ordered a Cologuard test. I received a bill 2 months after the service from cologuard saying my insurance didn't cover the full amount. They did not state what was paid if any, I have full insurance for in network and out of network and after scanning online see this is a repeat pattern. My doctors office ALWASY advises me if a service is not covered by insurance, they *****************. This was NEVER brought up and neither was the ****************** No notice or info whatsoever, then I get a bill for $681 for a service I never knew the cost of or agreed to it. I was never given the option and NEVER would have agreed to this test. I wasn't even going to use the test kit but ******* repeatedly harasses you until you use the test, then a surprise bill. You have to tell someone the cost of a service and before taking this further I hope the company will do the right thing. My account number is ************

      Business Response

      Date: 08/23/2022

      We are in receipt of the complaint submitted on 8/7/2022 that was assigned an ID of ********.
      We take all customer feedback seriously and thoroughly investigated this patients claim. Most
      insured patients pay $0 for a Cologuard test. I can see this patient had coverage when the test
      was ordered but that coverage ended 5/31/2022. The patients kit was returned after this date
      which is why the claim was denied. If the patient has updated coverage, we can assist with
      resubmitting the claim with the new information. If the patient is uninsured, a customer service
      agent can assist with other payment options. Either way, we will have a Patient Support
      Representative reach out to the patient to offer to see if we can assist. The patient can also reach
      out to Exact Sciences Laboratories at any time, agents are available to help 24 hours a day/7 days
      a week at **************.
      Additionally, the patient expressed frustration with Exact Sciences automated outreach
      encouraging patients to complete their screening for colorectal cancer, the second leading cancer
      killer in *****************. We would like to extend our apologies that this was found to be
      harassing and note that communications preferences can be customized by the patient.
      We hope this satisfactorily addresses the patients concerns about Exact Sciences.

      Sincerely,

    Exact Sciences Corporation is NOT a BBB Accredited Business.

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