Complaints

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wish to file a complaint regarding troubling billing practices and an absence of transparent communication from BillionToOne Inc. as relates to their genetic testing services. My partner and I engaged with BillionToOne Inc. for genetic testing upon the assurances that our cost would be a total of $199 out-of-pocket. This direct and uncomplicated pricing played a critical role in our decision to proceed without involving insurance. To our dismay, we were both individually billed $350 after the service, leading to a combined expense of $700. This departure from the expected cost was not only stark but also particularly disappointing as my wife had already settled her bill under the assumption that it was the correct charge. It is incomprehensible that within the sphere of healthcare, services can be rendered without definitive upfront pricing. Unfortunately, our experience points to a wider industry issue where pricing transparency is often absent, placing patients in vulnerable financial positions due to inconsistent billing practices. No other industry operates on such an ambiguous pricing model where charges for identical services can vary dramatically without explanation or prior consent from the customer. While presented with nice marketing materials, there was no mention of the cost outside of my wife's doctor telling us that it should be $199 and did not hear anything to the contrary until receiving the bill in the mail. The lack of clear communication regarding true costs ahead of the service is concerning and merits inquiry and rectification. Patients deserve to make informed financial decisions regarding their healthcare, which can only happen when companies like BillionToOne Inc. provide upfront and consistent pricing. When we sought clarification on the matter through BillionToOne's billing assistance, we were met with inadequate support that did not result in a resolution that aligned with the original quoted price.

  Business response

  02/21/2024

  Hello Mr. **********

  Thank you for taking the time to share your concerns regarding the price that you were quoted by your provider. We would appreciate the opportunity to discuss your specific situation with you further, as it appears you may have been given pricing information based on using insurance or based on an internal assistance program that we offer. 

  We agree with your sentiment that pricing should be transparent and affordable, even in an environment that patients have a wide range of insurance options that can result in various coverage levels. For this reason, we offer assistance programs and an opportunity to receive an estimate directly from our company prior to testing. We also take measures to ensure that ordering providers have up to date material to provide to patients regarding cost. 

  With that said, if given the opportunity speak with you directly, we have some options that will likely be able to assist with your situation. Please contact one of our billing support team members at ************. We look forward to speaking with you soon. 

  Thank you,

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  claim number # ************* Provider : Billiontoone INC My Doctor suggested to do prenatal test screening. There were total 6 tests prenatal and diagnoistic on 3rd month of pregnancy . My hospital tie up with Billion Toone for prenatal test so Billiontoone INC is a provider on BILL . I did this test on August 23, 2023 after that Billed made $ 15,319. that time discounts and reductions given $ 14,520.40 and amount covered by my HCA (health care account) which is going on through blue cross blue shield of Illinois they pull out $ 798.96 from there and Then multiple times my insurance company reached to Billion Toone INC for pre authorization for some tests from total 6 tests but they didn't submit proper paper and also not approved pre authorization its a responsibility of Billion Toone INC to my insurance company that is blue cross blue shield of Illinois and pre authorization number : ********* also provided by my insurance company. and on December 26, 2023 after 3 months again insurance company reviewed same claim they paid again $ 100.44 to billion Toone INC without my permission and I am expected to cover $ 4251.41 for this testing .so my concerned is why should we responsible for charged before test my doctor said there will be no charge for this test still from HCA account my insurance company paid $ 899.40 without my permission if Billion Toone INC is not submitting proper paper and not doing pre authorization as per insurance company requirement so patient is responsible for billed this is the way Billion Toone INC is working as per reading all the complaints and reviews so many people facing trouble like me . I must say to all Billion Toone INC is not a good company before do this test asked to doctor who is the provider for test if its Billion Toone INC without think say NO for test. for reference I attached my both new and old bill with a same claim number.

  Business response

  01/31/2024

  Hello, thank you for taking the time to write a review and express your concerns. Our records show that we were able to reach you immediately after your review and address your concerns. If this is not the case, please contact us directly at ************ and request to speak to a member of our management team. As a company that participates in patient care, we treat our customers experience with the highest priority and want to ensure you are satisfied. 

  We would like to clarify in writing that patients do not pay thousands of dollars out-of-pocket for our test and you will not have to either.  We are in-network with your insurance which ensures that you are only billed according to your insurance policy at industry standard rates for the test that we performed.  The amounts you mentioned can be a point of confusion because of an EOB (explanation of benefits) that you received from your insurance company.  We attempt to contact our patients before this is received to avoid this confusion but our communications may have not been received in time. 

  If you have any questions that we can assist with please don't hesitate to contact us but we hope this issue was fully resolved to your satisfaction after speaking to one of our team members. 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had the Unity ************** prenatal test screening. Before I had the screening I had to call and see where I could get the screening done (around early/mid November). After gave me the technicians number, I had asked the representative how much this would cost me. She asked my insurance information and told me it was covered. TODAY, Dec 14th, I received a bill from Unity stating I owed $250 as a copayment. I called Unity to figure why I had this bill when I have insurance they told me it was a "copayment". I looked at the itemized bill, saw my insurance had paid over $560 for this test AND they were charging me an additional $250. The representative told me the self pay option was $350. How is it possible that they are charging over the self pay amount to my insurance company AND charging me an additional $250!! They "reduced" my rate if I paid AT THAT MOMENT by 20%. This is a medical billing SCAM.

  Business response

  04/12/2024

  Thank you for taking the time to write a review and express your concerns. We understand that medical billing can cause confusion at times and we would like to offer some clarification and assistance. 

  
  

  We offer a cash-pay option to uninsured patients as part of our efforts to ensure that quality care is accessible to all patients. This program is intended to make testing available to those without access to insurance. For insured patients, there are industry-wide standard rates that insurance companies accept and process claims at, for the genetic testing that we perform. 

  
  

  Since insurance companies' medical policies broadly cover our tests; insured patients typically have coverage and are only subject to their individual plans' cost-sharing structure.  

  
  

  We want to ensure you are 100% satisfied and are happy to review your claim status and help clarify any out-of-pocket costs in greater detail.  If you have any outstanding concerns, please contact our billing team by phone at ************ and ask for a member of the management team. 

*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. ↩