Late last month, the FBI robbed the head office of $600 million Silicon Valley health care start-up uBiome, apparently as part of an examination into doubtful billing practices.

Even prior to the FBI raid, consumers had actually been experiencing billing issues at the start-up for more than a year, according to an evaluation of problems by Company Expert. The problems, acquired under a Liberty of Details Act demand, have not been formerly reported.

UBiome started as a resident science job and looked for to develop a big public database on the microbiome, the abundant selection of germs that grow in our bodies and appear to affect whatever from our state of mind to our threat of specific illness.

Recently, nevertheless, the business had actually been considerably raising its profile, raising $105 million from financiers, gathering countless samples, releasing clinical research study, and inking research study collaborations with significant brand names like L’Oreal.

In late April, the FBI robbed uBiome’s head office. On the heels of the raid, the business positioned cofounders and co-CEOs Jessica Richman and Zachary Apte on administrative leave General Counsel John Rakow is serving as interim CEO.

Grievances examined by Company Expert reveal that uBiome consumers were experiencing billing issues for more than a year prior to the FBI raid. The Federal Trade Commission got 28 problems about the start-up in between July 2017 and March 2019, according to records acquired by Company Expert.

Learn More: Microbiome-testing business uBiome has actually positioned its creators on leave following an FBI raid

Of the 28 problems sent out to the FTC, 22 associated to billing, either cases in which clients got an unanticipated costs, or circumstances in which insurance providers were billed for tests that weren’t provided. Others discuss circumstances in which users didn’t get their test results after sending out in their samples.

Clients dealt with unforeseen costs of as much as $3,000

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A number of the problems indicate circumstances in which users were informed their insurance coverage was authorized. Some had actually registered under uBiome’s pilot program, which informed prospective test takers in huge letters “No charge to you.” If the health insurance providers didn’t pay, the people believed they would not be on the hook for the expenses. However rather, the people state in the problems that they were left dealing with costs of as much as $3,000

“I bought a package and was not divulged the expense of utilizing the service. Business just mentioned they will process it through insurance coverage,” one grievance states. “My insurer just covered a few of the costs and it left me to pay over $2,000 for screening.”

The FTC eliminated the names and other determining details of the people who made the problems prior to supplying them to Company Expert. The firm stated it can’t confirm the claims, which it can’t verify or reject whether it’s presently examining uBiome.

An agent of UBiome decreased to discuss the FTC problems. The representative accepted a previous declaration in which uBiome stated it would perform an independent examination of its billing practices and work together with federal government authorities and health insurance providers.

One grievance from April 2018 mentioned that the client’s partner had actually incorrectly been billed for the test the client had actually taken. In the course of figuring out the error, uBiome billed both the client and the partner, charging an extra $2,970 for a test that wasn’t taken.

One client grumbled that his/her insurance company had actually been billed for a test in which the client never ever got the outcome. Another in April 2018 was alerted by their insurance company that the insurance company had actually paid too much uBiome for a test. The insurance company now desired a refund of more than $600 Others had actually funds straight gotten of unique cost savings accounts that they had actually established to spend for medical services.

UBiome stopped offering 2 of its tests

On Monday, uBiome stopped sales of SmartGut and SmartJane, which were tests that needed to be bought by a physician. The business will still offer its “ Explorer” test, which does not need a prescription.

The Wall Street Journal, which initially reported the FBI raid, reported that the FBI is examining uBiome’s billing practices.

CNBC reported in May that individuals who utilized uBiome’s screening sets state they were motivated by the business to take more than one test– often as numerous as 6. In many cases, they were apparently sent out several tests; in others, the business connected through e-mail to enourage them to purchase another test.

The concept is that by taking numerous tests with time, you can get a much better image of how your microbiome is altering.

On its site, UBiome stated that the tests “insurance-reimbursed,” and states “uBiome medical tests are completely or partly covered by the majority of medical insurance business under “out-of-network” health care advantages,” the business’s site states.

Some health insurance providers do not cover the tests

Some big insurance providers do not cover the tests.

Anthem in its medical policy thinks about uBiome’s tests “ investigational and not clinically required,” and Aetna thinks about the tests “speculative and investigational due to the fact that their function in medical management has actually not been developed.”

Insurance companies consisting of Aetna and Cambia Health Solutions’ Regence Blue Cross Blue Guard are checking out the business’s billing practices, according to individuals acquainted with the matter.

Wish to inform us about your experience with uBiome? Email the authors at lramsey@businessinsider.com and ebrodwin@businessinsider.com.