Complaint Review: CooperGenomics - Livingston New Jersey

This place is a SCAM. I don’t understand how they are still open and able to operate. I completely understand what they do is for a good cause but there customer service and billing is a complete mess.

My wife was recommended to use use them from her doctor and we originally called and was assigned a counselor who was our direct point of contact through the process. Once we proceeded they advised us to sign a HIPPA form and that was the only paperwork that was ever given to us. On our initial phone call we asked how much these services would cost and our counselor responded anywhere from 3500-4000 dollars.  They never provided any pricing or ever discussed anything to do with pricing or breakdown other than that 1 conversation.

For months to follow we were trying to get a hold of our assigned counseler and called multiple times and never received any word back. We left multiple messages and still not a word. About a month ago we receive a bill from coopergenomics for almost $14,000.00 my jaw literally dropped to the floor I was in complete shock.

All of a sudden I start receiving  phone calls from them stating they would like to receive  payment for the invoice sent out, I asked to speak to my counselor as  I was trying to get a hold  for the past couple of months and would like to go over the invoice as I was in complete shock over the amount they responded that unfortunately our counselor no longer works there and has left a couple of months prior and that is probably the reason why we have not heard back from her. I asked who I can speak to  in regards to this issue as my point of contact is no longer employed by them. They advised there really isn’t anything to go over with anyone this is the price for the tests that they had to run. And I simply wanted to explain that  I was never given any breakdown or told that the services would come Close to this number  I was given the approximate price of $3500-$4000.

After finally reaching a supervisor they advised me to submit a dispute Via email and that they would look into it. I called a couple days later to follow up and was promised 3 times that I would receive a call each night and sure enough I never received any call back from anyone.

3 days Ago I get a call stating they looked into it and they are willing to drop the total from $14,000.00 to $11,000.00 and that on there records they see that the counselor went over pricing on a phone call 9 months prior. I asked if I can please get a copy of that conversation as me nor my wife ever recall having the conversation other that the 3500-4000 and that’s all we were told.  I requested them to send me a copy of that phone call and copy of all paperwork that we signed so we can see we’re the pricing was given and broken down and the only thing they sent was the signed HIPPA form stating that if insurance doesn’t cover the costs we would be responsible for it. I again reached out for the breakdown of services and pricing and they responded that’s what they sent us is all they have and that bottom line we are responsible for the full amount as that’s what we signed.

I find this to be very unprofessional and unorganized. Before you bill and invoice someone $14,000.00 you should send some sort of paperwork and give some sort of breakdown of what these tests can possibly cost. It should state pricing that starts at $3,500 and breakdown of each other test and it’s cost that come along with it. And of course state that you will be subject to each add on test that is needed or required on you’re situation. But to give a price Of one amount and then add on an additional $10,000.00 without calling or sending paperwork or any sort of contact especially knowing that insurance is not covering it is very misleading, unprofessional, and plain wrong.

You guys do amazing things for people and bring healthy life into this world but shouldn’t be dealt with the way you do.

I still await for this to be worked out or I will be forced to seek legal help in this matter.