Complaints

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a covid PCR test with this business. They make you pay in advance for the appointment and they do disclose that no refunds or cancellations are allowed within 24 hours. I realized I had a scheduling conflict, but this was before 24 hours so I called to cancel. no answer so I left a voicemail. getting close to the 24 hour ****, I still hadn't received a call-back to confirm the cancellation, so I attempted several more times and left voicemails, requesting that if they can't refund, then to at least re-book my appointment. All calls were made within their listed business hours. It's been a week with no response. *** ****** ******** ****** *** **** ****** **** **** ****** ** *** ***** ** ****** ***** ************* *** **** **** **** * ********* ********* I tried to reach out on their ******** page and they've turned comments off on any post where someone was asking to be contacted because email/phone hasn't worked. **** ** ***** ** *** ******** ****** ** ***** **** **** **** **** *** ** **** ***** ********* ************************************************************************************************************************************************************************************ 

  Business response

  30/03/2022

  Regarding the complain presented by ************************************ we wanted to inform the following:

  1. *********************************** has booked online in our system to get a PCR Test in our Lab on February 19, 2022 13:45 pm.

  2. It is in our policy to have all the customer information and payment prior to their appointment based on the specific of the service that we provide. 

  3. All the customers before finalizing their booking they have to agree with Equity Health Services Policy regarding rescheduling or cancelling the appointment and the way they have to do it. 

  4. The terms and conditions are as follow:

  
  Cancellations are NOT accepted through email or phone. Cancellations must be done through your squarespace appointment confirmation. 
  
  What you Receive
  o Results for PCR tests will be delivered within 24 hours of collection.
  o Each test performed produces a Lab Report. If you don't receive the Lab Report at your email address within 24 hours you notify the Lab at *******************************.
  o The client must check the Lab Report and notify EHS of any mistakes before traveling (*******************************)
  o You can cancel, for a full refund, or reschedule your appointment for any reason before 24 hours before your appointment time.
  o Missed appointments or cancellations with less than 24 hours notice, will not be refunded.

  5. After scheduling the appointment ********************* did not cancel her appointment. Also we did not receive any email from her prior or after her scheduled appointment. 

  Due to Covid situation and problems with travel regulations we have considered even the written communication (through emails) for cancelling and refunding in full amount eventhough is not part of our policy. 

  We would for sure consider the situation of ********************* if she would have communicated with us by email, but she did not.

  Thank you,

  EHS

   

*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. ↩