ComplaintsforLifeLabs

• Initial Complaint

  13/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We operate an HIV prevention service (among other healthcare services). We contacted LifeLabs to update our clinic address to ensure lab results are properly sent to our new address and that our medical providers' information in the LL system is correct. It's been more than 4 weeks, and while the address was updated (2 weeks after the estimated turnaround time received from LL), we are still missing hundreds of lab results. They have no proper escalation channels and can not provide a consistent resolution — answers and timelines change depending on who we talk to; there's no central point of contact; anytime we've found someone to help resolve this, they're suddenly OOO with no heads up. This is completely unacceptable behaviour for a large healthcare vendor in Ontario. So many patients and clinics rely on their service, and LL doesn't seem to act with the professionalism and integrity required to deliver safe and high-quality healthcare. This borders on negligence of care and directly puts our patients at risk (especially considering the patient population we serve). This is shameful and I would expect some strict consequences for behaviour like this in the healthcare industry.

  Business response

  07/02/2024

  I am writing today to let you know that LifeLabs investigated the matter and the reports were delivered to ********** Inc. on December 15, 2023 and final report on December 21, 2023.  ********** confirmed receipt of the reports on December 21, 2023 and this matter should be considered resolved/closed.

• Initial Complaint

  13/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing this on behalf of my deceased father. The issue began while he was still alive and has been going on since summer 2022. My father received in home blood draws from lifelabs. He had at least five in home visits and was charged $40 per visit, in which invoices were submitted to him, and were paid over the phone. Lifelabs was supposed to direct bill ******* ******** **** *****. His invoices even indicate *** (********** ** ******** *******). After several phone calls from myself and getting nowhere, we just decided to pay the bill and mail the receipts to ******* ******** **** *****. That is the issue, we have no receipts stating "paid". I requested an invoice stating the receipts with payment and service dates. I received an email that had only 3 visits, and no dates attached. The insurance company will not accept that. They want dates of service, amount of service and that it has been paid. I have sent emails, filled out a contact us form on their website 3 times, and left several phone messages which state they will get back to you within 24 hours. We are just requesting that an invoice with dates of service, amounts and acknowledging that the invoices were paid be sent to his estate address so that we can get these amounts recovered from his insurance company.

  Business response

  25/04/2023

  Good Morning,

  I would be available to assist ***** ******, however, there wasnt any information available to look up her father's account.

  May I please have more information, father's name and date of birth. 

  Sally H.

  Team Lead Accounts Receivable Adjustments Team.

  Customer response

  25/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Customer response

  25/04/2023

  Good Day,

  My father's name was ***** ******* ******.  His customer number was ************.  His date of birth was January 17, ****.  He had several blood draws from February 17, 2022 to August 9, 2022 that were invoiced and paid by phone.  We are looking for receipts of payment so we can submit to the insurance company.  The only thing I received was a document via email that has invoice numbers, that it was a home visit, and how much it was.  There is no service dates on this document nor does it say "paid".  A simple receipt that states date of service and amount that was paid in full.

  Thank you for your assistance,

  ***** ******

  Business response

  03/05/2023

  Good Afternoon,

  I have forwarded this request to our collection team, who is responsible for issuing receipts.

  Thank you,

  Sally H*****

  Team Lead Accounts Receivable.

  Customer response

  12/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, it isn't resolved yet, as I still do not have an invoice with the dates of service and amount paid.
  
  Sincerely,
  
  ***** ******

  Business response

  16/05/2023

  Good Morning,

  I have sent the details of this request to the Collection Team, as they provide Receipts.

   

  Regards,

  ***** ******

  Adjustments Team Lead 

  Accounts Receivable

  Customer response

  17/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Livelabs customer support phone number *** *** **** would not even allow patients to speak to Livelabs tech support. It simply hangs up depriving any possibility of resolving a simple technical issue of logging on to the LiveLabs account to book a lab appointment or to view analysis results.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I completed a number of tests at the Life Labs clinic in Ingersoll on October 21st 2022. One of the tests was not covered (vitamin d) - and was paid for directly AT the lab via debit. Later I received an invoice for said test. I contacted LifeLabs to resolve, and was advised they opened a ticket for me - It's been weeks since I've received any update (received a VM over a week ago stating the invoice was still outstanding) and when I call in now, it goes right to voicemail. ********** ** ******* ********** ******* *********

  Business response

  10/01/2023

  Payment will be posted to invoice # ********* - $39.00 - paid at ****** on Oct 21/22

  Customer response

  10/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a letter from a debt collection agency for a lifelab invoice. I am not covered by **** but I thought these bloodwork were going directly to my private insurance. I had received 3 invoice for 3 different bloodwork that I though were covered so I did not pay. This part I understand is my fault and I will proceed to pay the 3 invoices. I am surprised that nobody called me and I got no reminder and it went straight to a collection agency. But them I called lifelabs to clarify the situation since I did 10 bloodwork in 2 years with them. The agent on the phone let me know that: 2 were in debt collection, some were awaiting payment and other had no invoice associated in their system. They also said they sent 6 reminders. I never received most of the invoice, or any reminder and they admitted some invoice do not exist. When will these invoice be send is unknown. This leads me to believe that the invoice were never sent to me and another department maybe noticed and sent it to the collection agency. This debt will affect my credit report when I was not even aware it existed. Futhermore I now changed insurance and I am unsure that these thousand of dollars will be covered by the old one since I lost access to the insurance I had at the time.

  Business response

  14/09/2022

  We're sorry to hear about your experience. We have escalated this matter with high urgency to our Billing department to look into and email you an explanation of your charges. 

  Business response

  16/09/2022

  Hi there, we're sorry about the delay in a response our Billing department is currently working on a response. Please keep an eye on our email for it. 

  Customer response

  21/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  22/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifelabs offer and sell a service to conduct pre-departure covid testing. Because of their offer and commitment to deliver results swiftly, I chose lifelabs over other providers After inputting my personal details, passport details, payment details, payment was taken. Direction is then given that I must make the appointment. The appointment booker shows there are zero appointments available. I have just paid for a service, that was offered, that cannot be delivered. There is a link on the website to refund the appointment. I clicked this, you are prompted for a reason which I selected. You then press "OK" and the message is given "error code 500" and the refund is not processed. ******************************************************************************************************************************************************************************* I am seeking a full refund and want confirmation that the personal details of my travel and passport are permanently deleted from Lifelabs records.

  Business response

  15/06/2022

  Business Response /* (1000, 7, 2022/05/26) */ Hi ******, we're sorry to hear about your experience. LifeLabs has been working through a backlog of refunds caused by high volumes and technology limitations. On 04/27/2022, your refund for order ************* was processed and should have been applied to your method of purchase. If you have still not yet received the refund, please reach out to your financial institution at once. The personal details of your travel and passport are no longer in our database.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 01.04.2022 Service paid for, but not received: TB test Dispute: made appointment online, but requested a refund a day or two later because service was no longer required. No refund has been received after several phone calls to Lifelabs. Case #XXXXXX

  Business response

  21/03/2022

  Business Response /* (1000, 5, 2022/03/10) */ We apologize for the delay in refunding your orders. LifeLabs has been working through a backlog of refunds caused by high volumes and technology limitations. On 03/09/2022, your refund was processed and should have been applied to your method of purchase. If you have still not yet received the refund, please let us know as soon as possible.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January, 2022, I made an appointment, for my wife and I with LifeLabs through ****************** for a Covid-19 PCR test in preparation for a trip to Europe. However, because of the ongoing restrictions on travel we cancelled our trip and cancelled our appointment for testing.(**********) Despite filling out Lifelabs form for a refund plus a phone call (one hour on hold then hung up on) plus two emails (**********), I have not received our refund nor has anyone from Life Lab answered my emails.

  Business response

  09/03/2022

  Business Response /* (1000, 5, 2022/03/04) */ We apologize for the delay in refunding your orders. LifeLabs has been working through a backlog of refunds caused by high volumes and technology limitations. On 3/4/2022, your refunds for orders LLXXXXXXXXXXX was processed and should have been applied to your method of purchase. If you have still not yet received the refund, please let us know as soon as possible. Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) LIfelabs has only refunded half of my payment. In my complaint I also noted that I expected a refund for my wife"s cancelled Covid test. The payment was also made on the my ****. ********************************************************** Ref: ******* ******** ******, 0rder ID: LLXXXXXXXXXXX-S3. Business Response /* (4000, 9, 2022/03/08) */ We're sorry for the delay on the other order. Order # LLXXXXXXXXXXX-S3 was completed on 03/04/2022. Consumer Response /* (2000, 11, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Life Labs has refunded me in total. Thank you for your assistance.

• Initial Complaint

  23/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a test at lifelabs, didn't book it and then no longer needed the test. I requested a refund online on the order. I've also called and emailed. I've called the refund phone line multiple times. They only took the call once and redirected me to Billings. There was no one at Billings, which I also called multiple times and the automated phone system disconnected me. I've emailed with no response either. I don't think it should be this difficult to get a refund. There's no one to talk to and they make it super difficult to access a refund. My invoice was SCXXXXXXXX made on 2022-02-13.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/02/25) */ We apologize for the delay in refunding your orders. LifeLabs has been working through a backlog of refunds caused by high volumes and technology limitations. On 02/25/2022, your refunds for order SCXXXXXXXX was processed and should have been applied to your method of purchase. If you have still not yet received the refund, please let us know as soon as possible.

• Initial Complaint

  23/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 2, 2022 I placed an order with ******** (LifeLabs) for 2 requisitions for a PCR/NAAT swab. One of the requisitions was for myself (order #: *************), and the other was for my wife (order # *************). After some research, we realized we could obtain a rapid antigen test instead, and therefore cancelled the requisitions on the ******** web portal. It stated that a refund would be received within 4-6 weeks *********************************************************, but I have yet to receive a refund on the credit card used to pay for both orders. I also followed up with a phone call on February 8th 2022 @ 2:00PM PST to ******** customer service ****************, speaking to a representative Marie (refused to provide employee ID). Marie informed me that she would forward the issue to the billing department, but no callback or response has been received, and still no refund. The total of each order was $169.50, and therefore expecting refund of $339.00 to my credit card.

  Business response

  31/03/2022

  Business Response /* (1000, 5, 2022/02/23) */ We apologize for the delay in refunding your orders. LifeLabs has been working through a backlog of refunds caused by high volumes and technology limitations. On 2/23/2022, your refunds for orders ************* & ************* were refunded to your method of purchase. If you have still not yet received the refund, please let us know as soon as possible Consumer Response /* (2000, 7, 2022/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted response, as refund has been issued for both orders, and has been successfully processed by issuing bank used for original payment (as per online statement).

*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. ↩