Rude people on the phone. Very long wait times to get thru to customer service. I can't believe they're still in business. Going to switch labs & let everybody know , don't do business w Genova read more

Here is my complaint. Naturopath ordered the GI Effects test. I called the Genova rep to verify my insurance coverage and the copay. He said it was covered (even though it is an HMO plan that doesn't have out-of-net coverage). I was not informed Genova was out-of-network. Rep said he could not disclose the contracted prices but said that my copay would be very low, far below than $150. So, I went to the lab and then shipped the kit. One month later, insurance informs me Genova submitted charges for each single test in the profile, totaling $2,500!! Two-thousand five-hundred dollars! This is the amount they tried to "get out" of insurance. It shows online that direct-to-consumer labs offer the test, without insurance, at $445! These medical companies and insurance companies are showing corruption. Sad that it is within the holistic realm, too. A call put into a Genova rep gave no answers, only a request for the insurance papers I received. No guarantee that they will repent of the enormous charge to insurance, and offer me a price within "reality." There are plenty of shady complaints floating around of Genova since they were bought out. Even doctors partaking in the complaining. One must question the credibility of their testing practices IF their billing practices are this shady. It would be wiser to choose a different company, perhaps Doctors Data, etc. read more

Bad billing experience. Called before sending my kit in and the representative collected upfront payment and my insurance information but did not mention that they are out of network with most insurance companies. My final bill ended up much higher than I was expecting. Won't be using Geniva services anymore. read more

Do not use this lab! I did not want to give it a 1. I sent labs along with payment to this company, I was given the exact amount that I would owe from my doctor. ( I NEVER GET ANYTHING DONE WITHOUT THE EXACT AMOUT SO I KNOW WHAT I OWE BEFORE HAND), I do this so I know if I can afford it. I was told $171.00 I sent a check, they kept calling me to say they did not get any money from me, even though they cashed the check weeks before the call, and then another call about the same thing. Finally a girl said Oh I am sorry yes we got your check you are all set. Then months later they sent me a bill for 165.00 and said if I paid it within a month I would not owe 800.00. This is a fraudulent company. Then they sent me a bill for 600+ dollars. I called my doctor and they said not to pay it. Even if I did not pay 99.00 for the discount program and the 171.00 I sent them the total if I paid for it out of my own pocket would only be 340.00. Where did they come up with this amount. I think they saw that I was older and thought lets rip off an old person they do not know any better. This place should be shut down. I do not even trust that they ran any labs or if they did the results would be correct. EVIL PEOPLE IN THIS WORLD now they sent me to collections. I will not pay for something I do not owe read more

This is an update to my last review. I was able to clear up the situation with a customer service agent at Genova diagnostics. I was going to take my review down, but I thought it would be more useful to explain the outcome...for someone else who has this same experience. My card was never declined (as was suggested in response to my last post). What happened is that they claim that additional information was needed to bill my medical insurance and I did not respond in time. So they sent me a bill for over 2,000.00 ( which is the amount they supposedly would have charged my insurance) without giving me the option to pay out of pocket ( in their email). Perhaps these are just scare tactics used by their billing department. Although I was able to pay around 300.00 additional, out of pocket...and get my bill resolved more expeditiously, I still don't understand why there would be such a huge price discrepancy between out of pocket and insurance billing. The out of pocket cost for the test was just under 500.00 and the medical insurance cost would have been over 2000.00. It seems like gouging insurance companies this way shouldn't be legal. Anyway, this testing was not very useful in my case; I didn't see much value in it. I didn't learn much that was helpful in improving my health. It wasn't worth the stress it caused. The billing was just very stressful and confusing to me. It would be nice if they could figure out a way to have a more transparent billing process, so that people don't have to worry so much and wonder if they will have to pay a giant unexpected bill. Although in the end this was resolved fairly, but with a lot of worry and confusion and wasted energy on my part. I am relieved to have it resolved. read more

Not only my food allergy test results are completely erroneous but they keep invoicing me over $2,000 and threatening to take my account to collections! They already submitted my claim to my insurance which processed it and says that my out of pocket expense should be $109. By the way, my doctor NEVER told me that I may / would be responsible for $2,000+ !!!! DO NOT USE THEM! I am going to report them to the BBB. read more

To all these physicians on here giving glowing reviews & stating it's all billing issues & stupid patients not following instructions, I'd like to know what you're smoking! Typical medical misogyny & arrogance!! This lab's processing of tests kits is abysmal. They lose tests (fed ex showed it delivered), blamed collecting lab ( gee the hospitals has a manager for "send out labs" specifically who said she found it "very, very, very unlikely" the persons there messed up that bad, years of experience & do tests like this all the time), Genova Cust ser rep tells you to do something and you call back & get told that you were told incorrectly. Hello??!! There are 33 yelp reviews & this lab has an overall rating of 1 1/2 stars. Try listening to patients, which doctors including you don't seem to do very well. read more

Do NOT use this lab for testing of any kind! I have spent more time trying to deal with their complete unethical billing practices as well as results that are of no use as they are not even physiologically possible. Still trying to clean up a complete unethical bill that I had to bring to their attention that they billed my insurance but they kept sending me letters stating they needed my updated insurance info to bill my insurance. STAY AWAY from them. They are not upfront with the costs of any service. read more

They charged about twice the standard rate for a comprehensive stool test and were not up front about the total costs. I will be looking elsewhere for my needs. read more

BE WEARY!!!! I was told the test was $171 which I sent in with my samples - I was then billed over $500 in additional monies. This is a fraudulent company and I would not recommend their services. read more

I wouldn't give this lab a one star. Very bad experience. After submitting a stool culture as required by my dr. , the lab did not reach out with results in a timely manner. My dr. kept calling for my results because I was getting sicker and sicker with each day. Finally I was given another kit to send in. One day I passed out at work and was taken to a hospital, which showed I had severe bleeding and the hosp. said I may have bled to death in another day. Finally it was revealed that Genova lab mixed up my original test with someone else and sent my dr. a report that all my counts were normal. The 2nd test revealed that my inflammation marker was way out of normal range. As a result of their mistake I now have to take painful biologic infusions for the rest of my life. I tried to get financial compensation for this issue and I was blown off. They could have at least made a decent financial settlement for all the pain and suffering I endured due to their very serious mistake. DO NOT USE THIS LAB- INFORM YOUR DOCTOR , THEY DON'T KNOW WHAT THEY ARE DOING!!!!!!! read more

I had no issues with Genova regarding the actual testing or billing. The internet was down a few times when I tried calling them, so they were closed but other than that they were great. The lady in the billing dept was helping and willing to discuss any concerns I had with the bad reviews online. If you read stories of people being billed incorrectly - they probably jumped the gun and ran and wrote a bad review *keyboard warriors* instead of making the effort to call and get it sorted out. I paid via credit card prior to running the test (cash patient) and was mailed a paid in full invoice within a weeks time. Genova was easy to work with and everyone who answered their phone lines were super helpful and nice! read more

These are the best tests for chronic disease issues. I receive care through the CCF Dept of Functional Medicine and they have given me these tests to complete. I have not had ANY issues with billing, payments, anything! I had a brief issue with some test instructions, but I called the number listed, reached a person right away and she answered my question. The results of these lab tests are helping my doctors with my care. Possibly the unhappy reviewers are doing something wrong? read more

Not to pile one, but this company's billing practices are disgraceful. We paid $100 x 3 upfront for my wife & daughters tests. We were told by our physician that was the total price. My wife put the information for our christian health sharing network on the form, and boy was that a mistake. They billed the network for $2000 x 3 unbeknownst to us. They received partial payment and are now coming back to us for the balance. Oh but wait, "pay now" and we'll take $600 off the price. Spoke with their representative on the phone and the "cash pay" price for these test is around $200 per test. What a scam. We will never use this lab again under any circumstances. You've been warned. read more

First of all, they had my test for a month after quoting a 2 week result. It took several calls and emails to get my results posted.... however, this pales in comparison to the bills I just received!! I am having the SAME issues with billing as everyone else. This has to STOP!!! I just received a bill for $ 966 for the 'balance' of what my insurance co did cover..?..? I called the Billing number for Genova; after 15 mins on hold, I spoke with Tamara. I explained that there must be a mistake? My DR was VERY clear that my portion would only be the Easy Pay amount indicated on the Easy Pay Fee Schedule noted on the reverse of the lab requisition form in the amount of $ 139.00. I was uncomfortable with including my credit card information through the mail, but did so based on my trusted Healthcare provider's advice. Why would he ask me to complete such an expensive test without fully disclosing the true cost ?? Genova does NOT post any pricing (I wonder why?) so as a Patient you cannot determine the true cost of a test or make an informed decision for which tests to proceed with; however, trusting my DR that my one and only payment of $ 139.00 was the true cost, I completed both tests. I did 2 tests the same day (1 Urine and 1 GI); for the Urine I paid $ 132.00 up front with Easy Pay; the invoice I received billed INS $292.25...So, I had to pay nearly 50% of the cost of the test?? That doesn't seem right? Then, I received a invoice for $ 16.25 (balance between INS payment and Easy Pay (so I thought) ..$ 16 bucks is not a lot and I wasn't going to challenge it until I received the INV for the GI Test. When I contacted Genova, I spoke with Tamara who I asked 'Why was I being billed?', she said that "Easy Pay is just a 'cost to set you up for Insurance billing and has nothing to do with the testing costs"....WTF?? It says nothing to that effect on the paperwork or their website (what info you can find) nor, was this disclosed by my PCP. In addition, I received another letter (BILL) asking for another $ 50.00 as I had underpaid and the appropriate Easy Pay amount was actually now $ 189.00...HOW CAN GENOVA BE ALLOWED TO FRAUDULENTLY MISLEAD PEOPLE? When I asked about the payment from INS, Tamara said that this is not an actual payment from my INS Company, but rather a 'estimated amount' they expect to receive from my INS ....line item: Insurance Prgm Adjustment. So they are arbitrarily billing the Patients based on a estimated balance? The 'Adjustment' is subject to what the INS pays and Genova has not actually been paid anything from my INS company yet; shouldn't my INS company being picking up the balance less my Easy Pay? Genova is fraudulently billing me for monies not yet due (if at all); they hold onto your $$ for 45 days collecting interest by delaying refunds for their benefit in any case, I am pretty sure these practices are against the law. I am NOT paying any of this and I am going to 'Get Jesse' (for those of you in the PNW, he is a consumer advocate and does exposes' on the news. read more

Genova's lab tests are AMAZING. I think they work best partnered with functional doctors, but I know the Cleveland Clinic uses them extensively. They have been tremendously helpful unraveling bizarre and complex symptoms through their stool, Nutreval, and heavy metals testing. I am beyond glad that Genova exists and think that if you have a doctor in the know, and read the forms *very clearly* when it comes to payment, there shouldn't be any problem. Even if my insurance didn't cover the testing, I would happily pay large amounts of money annually to be able to track the improvement of symptoms over time, and I wish that more people had access to test results as incredibly thorough. read more

Unethical Billing practices!! Exactly the same billing issue that everyone on this forum is complaining about. I paid them $189 upfront. My doctor said, I only need to pay this cost and not worry about anything else. Now Genova has sent me a bill for $2300! Their billing is highly unethical and customer service doesn't help. This is a huge scam. read more

One of the most misleading and egregiously greedy companies I have ever had to do business with. The doctor I received the recommendation from said the digestive tract test would cost $249 and this info was from the Genova website/flyer. Once i received my results, I was continually mailed over 10 invoices for $1,750+ even when my insurance covered a large amount. Supposedly the $250 up front cost is to just get set up For the ability to pay for the results. Absolutely terrible company, terrible customer service, and an unfortunate situation for future customers of theirs read more

If you search around online, everyone is having the same experience. I submitted the correct information with the correct easy pay amount ahead of time with my test, and now I am being charged (almost one year later) over $900 for the test. The exact same thing has happened with my husband, who filled out the form correctly and paid the easy pay amount, and now is being told he owes $2500. Absolute fraud. We called Genova multiple times to try and get clear instructions about the Easy Pay before we even took the tests, and not only do they not give you clear answers, they transfer you to different people, are rude, and don't help. My doctors should know better but unfortunately I am sure they get kickbacks for using Genova. I have submitted complaints to the BBB as well. To the 'doctor' on here who claims it's the patients who did things wrong: it shouldn't be so hard to take a test and get results and not get an insane bill. If almost everyone here and in other places online (just google "Genova Diagnostics Complaints") is having the same experience, that is clear indication that Genova is up to no good. Are you trying to claim hat EVERYONE is filling out the Easy Pay wrong and therefore deserves to get these huge bills? It's absolute fraud. I can't wait for them to get shut down. read more

The same practice as everyone else. They charged the insurance. I did not know I need to pay 189 in advance. They are charging 2200 and sending to collection agency. This is terrible practice. read more

Unapologetic and deceptive billing policies! Sending my bill to an old address, then saying there was absolutely nothing they could do about it! Went from a bill over $1000, down to $680 a cash settlement, to moments later $380. But had I paid (read RECEIVED A DAMN BILL) 4 months ago I would have paid 170, AS A DISCOUNT??? Fraudulent!!! Arbitrary! Claimed my insurance was billed twice this amount so I'm getting a deal but at the same time they cannot give actual cost of testing! Will be looking into their practice as well as submitting to BBB. Others, please do the same. read more

Worst provider ever. Save yourself from a bad situation. Maybe their labs are great, but their billing is horrible. They state on their fee schedules that you are only liable for X if your insurance company is on the list. I've paid $500+ for 3 tests, and am now on a payment plan for $$ they are saying the health insurance company sent me, to which I have no knowledge of. I have received 10+ EOBs from my health insurance company, not even understanding what services were rendered as there are 30+ rows of CPT codes billed, and my layman understanding is that I got 2 blood tests and a gut test completed. They have staff in their billing department who call you nonstop then intimidate you with collections, hence I am paying for something I'm not even sure I owe. I've been on hold twice with my healthcare insurance company (45+ mins) trying to figure out what happened as all I have are invoices from Genova and multiple EOBs. Their payment system is not easy to use, I am on a payment plan but it requires me to enter all this info of which I'm not even sure I know so I'm sending my card information through email (God forbid if they get hacked). Overall, save your the headache, go with another provider, even if your nutritionist or doctor tells you to use Genova, DON'T you will spend hours and hours of your time fielding their calls, then hours trying to reconcile with your healthcare insurance company then eventually be intimidated into paying for something you're not sure you owe. Look at the other reviews, there are a ton of other ones re: billing. Wish I had been smart enough to look before I did my tests. read more

If I could rate it company ZERO stars I would and seems from the many many other reviews, I am not alone!! I agree with other reviews from people sharing their comments - the Worst! Unethical and Shady billing practices!! Frustrated, bad tests...list goes on and on!! DO NOT USE this company - their tests are terrible, but what is worse than this is that the doctors they have ordering the tests have ZERO idea how to interpret the tests - and it was a total waste of my time and money! They called me for payment on their inferior tests and I answered every call - they never called me back so another person would call me back the next month having no idea that the person from the month before was supposed to call me back - never did. Last time I spoke with them was Dec 18, 2019. Person was supposed to call me back and NEVER DID - Jan 5th 2020 I get a letter from an attorney demanding payment!! Such a scam - why should I pay for a "crappy" test, not know what it means when they have such poor training!! I can go on and on. Don't waste your money!! read more

The worst. DO NOT USE this lab. You will pay up front and trust me - then you will receive an outrageous bill later and they will pursue you. Genova's billing practice is insane. Read all of these reviews and do not use them. Right now Geneva is asking for an unprecedented amount of money. I formally requested that they cease asking me for $1575 and that the $160 I already paid them upfront suffice for a lab payment. I was NOT told in advance that they would ask for an additional $1575 and it is robbery, I was not informed by Geneva Diagnostics in advance of my lab test, (before or after the upfront $160 payment was sent) of their practice to incur a surprise financial additional bill, weeks to months AFTER the lab test. results arrived I am going to also pursue formal claims as well, I am so upset over this. I already paid them, and this further bill is unfounded without prior notification and agreement. read more

I have seen a doctor for years that utilizes Genova. The testing has helped my health so much. I use to send the EZ Pay money and that was the end of it. This year however they are sending bills one to two times more than the initial payment. My doctor tells me when the test is ordered that's all I pay. Not true. So I have to decide if I want to continue having the tests done. Why not just tell us up front what the full cost will be?! read more

I have been using Genova tests results for many years to assist in my recovery from a chronic and very difficult issue. Without them and the extraordinary level of complex information they provide, I would not have the quality of life I have today. Their tests are unlike those found in "mainstream" medicine and offer insights that most doctors don't have access to or even understand. You would be remiss to not consider Genova lab results in your overall health management. read more

This review is for the billing department. The early part of 2018, I sent a test which had always been paid for by the insurance company. In September I received a statement from Genova for approximately $2500, and I was concerned that they would turn it over to a collection agency if I did not pay $2500. After calling Genova, I did not pay and the bill was finally settled with the insurance company in December 2018. I sent a different test along with a payment for "easy pay" in June. Genova submitted the bill to the insurance company and it was paid by the insurance company. I have yet to receive a refund from Genova which I requested in October 2018. When speaking with the rep at Genova, she told me she did not realize that the insurance company had paid the bill. Having called Genova several times since October, each rep has told me that it will take 4 to 6 weeks for a refund. I am still waiting for a check. read more

do not uses this laboratory. Use Common Wealth instead if you can. Genova diagnostics demands payment at the time of test but refuses to tell you the cost. You are handing over your credit card information without even knowing how much they are charging. In addition, they miscoded my requisition, causing my insurance company to deem the test "medically unecessary", despite the positive test results that aren't listed on the requisition, but were confirmed later with the lab results. Now they are refusing to correct their error. My doctor's office is no longer using them because of the many issues they have had with Genova. read more

This company sells a $499.00 service on its labels but charges much more, buyer beware. They have add on's that if chosen raise the price but don't have what those prices are. I got charged $319.75 extra without any regard and they are threatening collections action. They won't work with you at all. Its obviously a company that does not care about transparency or having any integrity. read more

I wish I could give less than a full star because this company is absolutely a scam. It is so infuriating to read the comments below and see how many people have had the same experience I have had with this company. I read what seemed like straight forward information when I received my kit and paid the upfront cost of around $200, which I was assured by my doctor's office would be the only cost and my insurance would cover the rest. I also did the online calculator on their website (which is no longer available) to double check the cost. Even my doctor's office told me that if the test wasn't covered by insurance, the maximum I would have to pay is $500. Genova then called me and said I must pay some other fee at that moment or I would lose my "discount." A discount was never mentioned in the packet information nor was a "discount window," in which, if you didn't pay what they asked, they would double your bill. I emailed the billing department who only responded with one email attempting to explain the cost, which was a different explanation than they gave my doctor's office. I asked for further clarification and a breakdown of the bill, but they never responded. They are now demanding $1,600 for one test that was performed and refuse to extend the "discount window." I will be filing a formal complaint as well as looking into other acts of fraud they have committed. As a graduate student attempting to figure out various health issues, this incident causes extreme anger and frustration. The possibility of having to pay such a ridiculous cost takes away from other avenues I could explore to identify the root cause of my health issues. read more

You have not made many attempts to contact me, you made one and it was during when I had jury duty. Please do not give yourself more credit than what is due, that is unacceptable. I was able to speak with a representative today and they let me know that they took my balance down to a zero balance. Thank you for that as I lost my job whilst on jury duty. She also said they would make sure a rep would be around this area to explain how pricing and billing works to providers so that this does not happen again. There is a clear miscommunication happening between your company and providers and that cannot be a thing. Healthcare should be something that is attainable to everyone and not making someone choose one thing over the other. My insurance paid $1800 and I myself paid $300, that was all together way over what I was quoted in the first place. I'm glad this at least had a happy ending and that the test itself was actually something that helped give answers to problems that had been going on for sometime. read more

I wish I could give ZERO stars -- RIP OFF! DECEPTIVE PRACTICES! I pre-paid my practitioner's agreed to amount for testing. Then a month later I received a $1300 invoice, followed by a $850 invoice. Being a good citizen, I paid both invoices only to be told by my dr two months later that I wasn't supposed to pay them -- $2,150 overpayment! The Genova sales rep for the practice said "Oh, she must have paid the yellow invoices, she wasn't supposed to. Oh, well. She'll have to call Genova." He basically blew me off. After a 1- 1/2 hour phone call (and being put on hold 5 times) to Genova billing, they offered me only 50% of the overpayment -- that's 100% my hard-earned money! Then they tell me that it'll take 30-45 days to refund the unfair 50% to my credit card. WTF?? I've left a voice mail for a supervisor. What's the chances of getting a call-back or a 100% refund? Zero. Just like their business this and care for their patients. I'll join a law suit if anyone is working on it. read more

Dont use this company, just dont. I used to work for HMSA/Blue Cross Blue Shield in the appeals and complaints department and had received numerous complaints from members about the billing practices of this company. I received services from them a year ago and unfortunately, I am experiencing the same headache that other people had called about. First of all, I had signed an agreement when submitting my lab work and a check for $149. This was the agreed upon amount, my doctor even explained that this is all that I would be responsible for. The company will bill your insurance in an attempt to get payment, however, most likely payment will be denied by insurance as the services are not typically reimbursable. Genova diagnostics knows this and will hope that the claims go through your insurance company unflagged by claims processors and paid. Sometimes it works for them, sometimes claims get flagged, reviewed and denied for payment. That is when the company comes back to you for payment if full, citing some weird reason why they feel that you are entitled to pay the full amount, even though you already paid the agreed upon $149. So, I have received a bill from them in the amount of $2400, a year after services were rendered. I will contact them this week and let them know that there was a signed agreement that I am only responsible for $149. Just dont use this company, I gave them the benefit of doubt as my doctor, who I trusted assured me that I would only be responsible for $149. Point blank, if your insurance company flags these claims and examines them, they will be denied. These services have not been FDA approved as effective and necessary for reimbursement. If claims are paid, it is entirely by accident. So, all that to say, dont believe your doctor or this company when they give you the easy pay speech, just dont. Save yourself a headache and refrain from using these laboratories. If you have insurance, call them before obtaining services. Chances are, they have a pile of billing complaints from other members and will tell you that these laboratory services are not reimbursable under medical insurance. If they tell you that they will not pay for services, dont chance it. This company will not be happy only collecting $149 from you. Stay away, beware, dont do it. Good luck read more

I've ordered lab tests through Genova labs for 30 years. I almost never have a patient upset about the billing. I have their price list in my computer. When I order Genova lab tests (or any lab, for that matter), I can tell my patient almost exactly what they will be charged. I ALWAYS ask about their insurance. If it's not a PPO, they are unlikely to qualify for Genova's EasyPay Plan, which makes some tests very inexpensive. If my patient has a PPO that I am not very familiar with, I ask them to call the billing department at Genova, share their insurance information and ask IF they qualify for EasyPay. It's possible for me to make this information clear to my patients. I do not want my patients to be blindsided by lab costs, so I take the time, every time, to go through this process. I won't say that I have not had some struggles with Genova, but more than 95% of my interactions with all levels of staff at Genova have been good. read more