Every-time I call the office the personnel are all very pleasant snd helpful The website is quite easy to navigate. read more

What kind of business manager are you? You're asking me if I contacted your company? Of course I have, numerous times and you should have checked that out!!! I'm not contacting your company again. My insurance company has filed a grievance and now I'm contacting my credit card company. Instead of your company emphasizing that you will pay more money instead of paying the bill to them upfront, they should give the patient the codes to call their insurance company and see if they will pay the whole bill or what portion of it they will pay. Now I had to pay more out of pocket whereas if I would've got the codes and given them to my insurance company, then they would've told me that they will pay the whole bill! read more

I had a SIBO test ordered from here. Completed the test and shipped it off using the pre-made FedEx label. I saved the label with the tracking number, but unfortunately lost it. Ended up calling and found out my test results were lost in the mail. Not Genova's fault. HOWEVER, since Genova creates the shipping labels etc., they are the ones who receive the FedEx shipping information including both the tracking number and they should receive the PURCHASE ORDER NUMBER and REFERENCE NUMBER associated with my order. They don't even keep track of their order numbers when they purchase these FedEx packages, so I have no way of getting the money back that I lost on these tests. If I had gotten the FedEx shipping materials myself, I would've been able to keep track of the email that gives me my reference number! What a waste. read more

I guess I am not the only one that had a terrible experience. They refuse to give me lab results which they legally have to do. Their portal is horrible, it says they have 2 customers with the same name and social (of course not), then they try to narrow down with address and they say they have no one with my address (taken directly from their bills) Otherwise great. read more

I wish I read these bad reviews before agreeing to testing with Genova Diagnostics. They have fraudulent billing system and unethical misleading practices. In November of last year I had done tests #2200, #2208 and #2331. Before I agreed for these tests I was quoted by my practitioner for $230. I was charged $30 at my medical office when I received the testing kit. On the day Genova diagnostics released my test results my credit card was charged for $221. 2 months later after they tried to bill my Insurance for $2637 I received a bill for $239 more. The charges are more than double from what I was told upfront. There are no set prices posted anywhere on their website for their tests, which gives them the opportunity to bill you anything they desire after testing is done. Avoid at any costs. If it happened to you complain to your doctor's office and BBB. read more

Please tell what LAB takes 4 WEEKS to process results?!?!?!?! I had to send my collection WITHIN 48 hrs! I have called numerous times and did speak to people. I find it extremely frustrating to wait this long for test results. As I told representative and my ordering physician, I would NEVER use this lab again! NEVER read more

I agree that the billing situation is a bit confusing. However, this happened after the fact of getting very detailed test results. After undergoing $35,000 of testing (which my insurance happily paid for most of) over the period of three months while I couldn't work due to debility, The Genova testing that my D.C. recommended found the root cause of my problem: a parasite, that an infectious disease doc had not found. Whatever the cost was, and it ended up being about $400 between the upfront cost and the balance, it was worth it. Thanks for looking deeper with your testing than most others. You have my vote of confidence. read more

My doctor said on a recent physical why not run the nutraeval to see if we can find a cause of fatigue. My results were all pretty good except I had 6X over the upper limit on mercury! I had been eating a lot of fish over the last year and did not realize how bad I was making the problem! I am in the middle of more testing through the local hospital to determine a go forward. Thank you very much to the staff I spoke with at Genova! I will be a committed client going forward. Regards, Mark read more

Terrible company! I'm a provider myself, should have known they were scamming me! They assured me that my claims would be in network and covered and I would receive a refund once processed. Claims were processed out of network and now I have a balance due. read more

I just came back from vacation to an invoice stating a $2,523.00 charge with $1,192.24 still due. As with everyone else I thought that the $199 easy pay I was making was the total costs. I have opened complaints with my doctor's office along with the state of North Carolina's consumer bureau as the address listed on the Genova Invoice was for a PO Box in Asheville, NC. It seems that Genova has a partnership with Salveo who has also charged my insurance company and I will be investigating what fraudulent process my insurance provider has to investigate both companies, along with the consumer bureau wherever Salveo is located. The more examples and complaints the bureaus have to work with the better. Please consider filing formal complaints. read more

I did the test, and the results were good. I paid 179 up front and it said I would not owe more then $279. My bill was sent to my insurance for $1800. I'm hoping that I do not get a bill for that amount. I never agreed to that, nor do I have that. read more

I can see why they have such a poor rating. This lab is awful, with exceptionally bad customer service. I had a Eval plasma test done in my dr's office. They mailed it out, a week later I called them because my check was not cashed. Come to find out after calling the docs office, fed ex lost the shipment. Now you would think that when Genova had not received the kit someone would look into it. Not me the third party. When I reached out to Genova, I was told that the test would be no good after such a long period in transit as the material is time sensitive. I was also told the check I had sent would not be cashed. Well about a week after that discussion, I look at my bank account and Genova had the nerve to deposit my check. Did anyone bother to call me who received the package, to tell me the test was no good and that I would have to do another blood draw, no they did not. But they did cash my check!! It wasn't until I called when I was surprised and upset the money was taken from my account for a product I had no use of!! Then they had the audacity to tell it would be 2-4 weeks before I got a refund. Save yourself the headaches with this company, find another!! Extremely poor customer service but they will certainly grab your money read more

Guys, it's really bad. They charge a fortune, work poorly (if at all) with billing to insurance for the small portion of the labs they process that may be covered, and are next to impossible to communicate with. Tell your practitioner to find other lab options! read more

If your doctor or nurse suggests you do this - DON'T! Waste of money and spit. They tell the docs to say it's completely covered by insurance and then bill you 60% of the amount. STAY AWAY! read more

Does not serve the consumer. No doc list, horrible website, no lab test pricing, need a permission slip from a doc to get any info from them. They don't answer the phone and their website is broken. I wanted one of their lab test panels but can't get any info on it after 48 frustrating minutes I will never get back!!! read more

They never even sent the test! When my practitioner called to re-rder she was promised an overnight delivery and- nothing! They are unreliable and if they can't even get a test to a patient reliably I am sure not going to trust any test results coming from this place. read more

There really should be a no star option. This company has clearly fraudulent billing practices. Genova did to me what they apparently did to countless other customers: they railroad you into paying an upfront cash payment directly to them, even though you're providing your insurance information for billing; then they bill your insurance 4 times the amount you have been quoted (I was quoted $445 for a GI effects comprehensive profile test; paid $179 up front, and just received another bill from them for $279-- in addition to billing my insurance $1845 for the same test-- which they are now billing me, since they are apparently out of network). You can't quote a customer a set amount for a service, then tell them their insurance may cover a portion of that amount (if they also pay up front, which NO legit company asks you to do, btw, but you don't question these things when you have stool samples that must be sent out THAT DAY, and you're obviously not well or wouldn't be doing this in the first place)-- then BILL their insurance an amount FOUR TIMES the originally quoted amount, AND THEN go back and make the customer pay the rest of the originally quoted amount plus whatever their insurance company then bills them for the fraud they have perpetrated on them. This can't possibly be legal...oh yeah, it's not, which is why Genova just paid $43 Million dollars in a class action lawsuit in 2020 for overbilling medicare/medicaid for unnecessary tests. Clearly they have not changed their practices and are preying on people who are unwell, quoting them one price and then billing them and their insurance, creating a huge hassle and expense. This sort of rampant greed and complete lack of ethical or moral standards is rotting our country. Anyone associated with this company should be ashamed. You would think Genova would be embarrassed to keep having various "business managers" respond on this site to the exact same complaint about fraudulent billing-- over and over, year after year-- with the same canned lines and hollow "apologies," all the while actually blaming the customer and taking no responsibility for their CLEARLY fraudulent practices-- and continuing them, cheating more sick people just so they can pay their already wealthy executives and shareholders even more money. Nice work. Hope you're proud of yourselves. read more

Genova has some of the most cost effective comprehensive panels out there. Medicare covers Genova, & the billing office is easy to work with compared to some others I won't mention. I sent them my EOB & my account was immediately updated. Glad my dr used them as the labs were pivotal for my care. read more

Hello, do NOT do testing with this company. The way they handle their billing is completely unethical. This was not explained to me but if you give them an upfront payment they charge you $250 in total for the tests but if you don't they will charge you $2000. An almost 10X difference in total cost for giving or not giving an upfront down payment is absurd and entirely unethical. I did not know this is how it worked as my provider did not explain this to me (and they supposedly work with a Genova rep). So I was waiting for my insurance to pay them, and insurance will not cover their tests, so my insurance did not pay them and now I am in collections for $2000 and they weren't willing to revert to the other price which I am willing to pay to be done with this company. To make it even better I don't even have the test results from what I had done... $2000 for unethical business practices. AVOID AT ALL COSTS. read more

They're test processing was slow and complicated. Their billing process vague, confusing at best and 7 MONTHS LATER resulted in a surprise bill of 200.00. There was no warning that this company struggles with getting insurance to cover any portion of their services. That should be explained up front. As a business you would be wise to recommend to patients that they NOT use insurance to try to cover your services. Paying more up front, an honest full-cost bill, is way better than a surprise invoice almost a year later! As a business, Genova provides niche tests to patients with complex health issues. The last thing any one of us needs is a surprise bill and pathetic customer service that doesn't do a thing to address the problem. read more

I received a call back 72 hours after my initial call saying that the "account was updated and the payment had been posted to the account". I did get an apology from them. My point still stands - if this is the difficulty they have when it's private pay/cash payment that was sent with the blood work, I can't imagine what it would be like to go through insurance! read more

Highly unethical. Everything was paid in full up front, and I received a bill with the balance for the test. I paid it promptly and went on my way. Now a year ago, I'm receiving calls telling me I will be billed for tests I never received and I know weren't performed because they weren't ordered if I don't pay them 4 times the paid in full balance I was originally billed for. This is fraud, and I'm looking into how widespread their fraudulent actions and billing practices are. They just lost a lawsuit on this very topic to the tune of $43M USD but the practice continues. I'm preparing a formal complaint. read more

I don't know where're all the bad reviews are coming from? Using Genova has helped me immensely on my health journey. read more

My experience with the Lab was very poor. Two weeks after I overnighted my specimens they contacted my Physician to get the date I overnighted them.. it is over 3 weeks after the received them and my Physician still does not have the results. read more

I would have given 5 stars if I had been charged the additional amount outlined below because the report I received with my results was easy to understand and well done. My doctor ordered the IgG Food Antibody Assessment for me last month and they checked to see how much it would cost me out of pocket. I was told my cost would be $200 and included my credit card information on the form I sent in to Genova Diagnostics. I received a Billing Summary in the mail a couple of days ago from Genova Diagnostics that said I owed another $492.62, but they'd give me a "Prompt Pay Discount" of $380.63 if I'd pay another $111.69 by April 1. This is so upsetting! I do not understand your billing practices of saying one thing and then charging another, which I see is common in the reviews I've read. read more

This company is not what it was before it sold. It is unconscionable to take a month .. a month.. to get labs back when the patient is so sick. And worse, to promise labs back.. tomorrow.. again tomorrow.. and still not back 30 days later. DO NOT GO HERE. Who knows a better lab? I am looking to help my doctor use a better lab. I have never once written a review this bad.. and I would give them 0 stars if I could. Terrible. read more

This place over charges and doesn't tell yoU what theY are going to be billing you. After what I thought was covered I got over 2,000 bill. What a joke! read more

Yet another typical boutique lab that has convoluted and misleading billing practices. They have cash rates and insurance-covered rates, and I paid the insurance rate, yet now I have an extra random bill sent to me after the fact with no explanation. I click the link to their billing portal to find more information, but the website doesn't work. Also, the kit instructions and paperwork are an absolute nightmare. It's like a child put together instructions, photocopied the handouts so that print runs off the edge of the paper, and have contradicting information between the instructions and the shipping labels. I had to call customer service and be walked through the saliva collection process because the instructions were so awful. I also had to ask how to fill out the paperwork because I already paid through their vendor Rupa and there was no way to capture that information on their forms. The service rep also said I was done with payments, so WHY AM I GETTING ANOTHER BILL NOW?! This all feels so shady so I don't even know if I trust the science/results I have gotten from my test. read more

As so many have noted, this business is a scam. My doctor ordered a SIBO test. I took the test and inquired about the specificity and sensitivity of the test. I received no reply. However, I was flooded with email and regular mail demanding payment. When I inquired about what the cost of the test was (because there was a lot of uncertainty in their communications), I received three different answers from three different people with whom I spoke. I could not get a straight answer. It is such an obvious profiteering scam. I will never use them again. read more

The first customer service representative I spoke with was not very nice and hung up on me when I asked if I could speak to someone else. I paid for my test upfront online and now 2 months later was told my card declined! Now, I'm passed the eligible period to get the discounted price. Really?!? If I do anymore testing with my doctor, I will request that we use someone else. I would not recommend this company to anyone. read more

The test I did was fine. The process was fine. What was near impossible getting the results myself. I got an email that the results were in and to go to the website. When I went to the website it said MULTIPLE matches were found with my info and give more information and then "No results were found with the information I provided." How in the world do I not have a unique identification number/code that would let me access my test results? Multiple matches should not be found with my ID information. That is frightening. Then calling-- they aren't open on Saturday and why disclose results when people cannot access assistance with them, but that's less of an issue. On Monday I called and there were literally 48 callers in front of me. Of course there are when you release information over the weekend that people cannot access on line. If they are charging the small fortune they are charging, they should have unique identifiers that they can find in their system and patients should be able to access them at will. My doctors office is dealing with the billing so hopefully I don't have the nightmares that other people are reporting with billing. It shouldn't be this way. read more

Pros: Test appeared to be very comprehensive and the results were very helpful and organized in a fairly easy to understand report. My son's doctor has some really helpful information to go on now in pursuing future treatment options. Meh: When the test kit arrived, it was basically a ticker-tape parade of probably two dozen labels, vials, and confusing, multi-page instructions that almost gave me a panic attack just looking at it. I handed the whole works to my husband and said "you figure this out." It took him probably an hour to read everything, digest it, set up the vials and stickers, etc. Honestly, it should not be that complicated. The funniest part was that they give you a paper french-fry tray to poop into (complete with the cheerful red and white package design). That was oddly charming. Cons: Billing is confusing, pushing you for an up-front payment, and they will only bill one insurance company. This test was for my son, who is covered by a primary insurance through dad's employer, and a secondary insurance through state Medicaid program due to a diagnosed condition. I paid $179 up front for the Genova test and have now been billed another $183. I provided both sets of insurances up front, and they billed the primary only, which rejected the claim. His secondary insurance covers pretty much anything the primary doesn't. But Genova now refuses to bill the secondary insurance, and the secondary won't accept the bill made out to me, nor will they reimburse me directly if I pay it. So I'm caught in a catch-22, and Genova won't help at all. I even asked if they would submit the bill to the secondary insurance if I paid a billing fee, but the answer was NO. I just had to pay the balance out of pocket, when I'm 95% sure if they'd just billed the secondary insurance, they would have paid it, based on past experience. This is very frustrating. Also as an important FYI for others, I just spoke to customer service and they said that they never bill Medicaid as a policy because they aren't a covered or participating provider. But our state's program is run through a contracted non-profit insurance provider that is very generous and has paid EVERY claim of any kind that the primary has ever rejected, so I am left with the nagging feeling that if Genova would simply submit the bill to the secondary insurance, it would be paid in full. I wish I had known they'll only bill one insurance, because I would have only given them the info for the secondary insurance to start with. Oh, and the "full cost" is listed on the bill as $1500, but with the discounts ("adjustments for non-covered services"), the actual cost billed to us came to less than 10% of that. So I guess they jack up the bills to send to the insurance companies, hoping to catch a break and soak them for an inflated price once in awhile. But most insurances reject it, then Genova offers you a "fabulous discount" to make you feel better about paying for the whole thing out of pocket. I absolutely loathe these kinds of games. The customer service person assured me that by paying the balance today, we will not receive any other bills, it is paid in full. But looking at other reviews on this site, I'll be waiting to see if this is true. In the end, the total of $362 paid out of pocket isn't unreasonable for the panel of tests done, but it's the confusing, anxiety-creating, and semi-shady business practices that upset me. I would be extremely hesitant to work through Genova again. read more

One of my doctors suggested going through this lab to run some tests. Several hundred dollars later, the results I got didn't even make any sense whatsoever. Every time I tried to email them my questions, they wouldn't answer them via email, but called me repeatedly while I was at work and never left voicemails. I'm only writing this because they over charged me and I FINALLY got a check in the mail--3+ months after the fact. read more

I am out of my mind with anger and anxiety. This is completely ridiculous and absolutely NOT OK!!!! If I could give less than one star, I would. I was told by my practitioner that my test would be 171.00 up to 400 dollars. I specifically was emailed this information by my clinic who was using a price sheet from Genova. I took the test and paid the 171 fee. My bill FINALLY came over 3 and a half months later. They have my address wrong and my street name is not correct, but the postal office must have eventually figured it out. I also moved, and the bill had to go through the forwarding process as well. They had billed my insurance company over 2,000 dollars for a test that was communicated to me would be up to 400 dollars. My insurance paid a little over half. I then get a bill for 900 dollars. But here is the kicker: Had I paid it in a timely manner, then I would have only owed 120 dollars. But because my bill had gotten lost in the mail (due to their mistake), I now owe over 900 dollars!!! This is completely and absolutely unfair and is not transparent. Had I known this would be a potentially 2,000 dollar test, I would have not done it or I would have budgeted for it and I would have been prepared. This is confusing, ridiculous, and not transparent. Honestly, the shock and manipulative nature of this billing practice has effected my health. I will be talking about this and pointing out these reviews to my doctor. read more

Stay far away from Genova Diagnostics if you can. My experience with them was TERRIBLE! By far the rudest customer service I have ever experienced. I called with questions on a bill I received and right off the bat, the rep started raising her voice and demanding that the bill was correct, even though they were overcharging me for a test that my insurance co. negotiated a discount on. I was told that it "didn't matter" how my insurance processed the claim and that the amount owed shown on my Explanation of Benefits "did mean anything". Completely unprofessional and misleading billing practices. AVOID Genova at all costs! I will be advising my prescribing doctor to avoid using them as well! read more

Run from this company, they have deceitful patient billing practices. If you must do a test with them, pay the out-of-pocket cost and submit the out-of-network claim to insurance on your own, DO NOT HAVE THEM SUBMIT THE CLAIMS TO INSURANCE. My doctor ordered a GI Effects test through them and I made sure to do my due diligence and get clarification on the billing options before I moved forward, I literally called them 10 times. They told me that if I paid out-of-pocket and submitted the claim to insurance on my own I would pay $415, and if they submitted the claim to insurance I would pay $179 now, and once they submit the claim I would be responsible for any difference up to $415. Well they submitted the claims to insurance for $2,499 and Cigna covered $476.32, well over the $415, in fact now they have $655.32 which includes the $179 I paid upfront. However, they then billed me $236 on top of the $179 I already paid and when I called to inquire they said that no matter if they billed insurance I still have to pay $415 even if Cigna pays them, except if Cigna would have covered the entire $2,499 bill. This was not explained to me at all when I called for clarification before I took the test and the manager I spoke to upon receiving the $236 bill, Susan, was not helpful one bit, in fact she laughed at me! If I would have been properly explained how this works, I would have paid the out-of-pocket $415 cost, submitted the out-of-network claim to insurance and have been reimbursed 70% since I already met my out-of-network deductible for the year. I am now having Cigna negotiate with them further and disputing the $179 charge on my credit card. Horrible company, stay away. read more

Genova takes over 2 weeks after receiving the sample to report a SIBO test result. Way below they industry standard. What are they doing over there? read more

I don't know what I would have done without Genova Diagnostics! With the help of a local nutritionist they literally saved my life. Two years ago I was in rough shape. I couldn't sleep, eat or think clearly. Everyone thought I was losing my mind. These tests diagnosed me with an amino acid deficiency, Sibo, Candida and several vitamin deficiencies. My nutritionist was able to give me the right supplements to help heal me. She also was able to assure me that I was not going crazy! It's been 2 years and I just repeated the testing to try and figure out the reason behind some fatigue that I've been having. Without a doubt, this company is a lifesaver. I also did not have any hidden fees that are mentioned in many of the other reviews. read more

I recently had a saliva cortisol testing completed when reviewing results noted that my times had been altered. I had reviewed Genova instructions for clients with altered sleep cycles and followed these instructions. The lab had changed my 5 am to 5 pm to fit into their schedule and switched my tubes to try to fit their schedule. Called customer service to report. No help there just tell your doctor. read more

Josh reached out and helped me resolve this issue. He explained everything clearly and took the time to look into it for me. If he had been the one to help me from the beginning I doubt I would have had a problem. Appreciate it Josh! read more