Complaints

• Initial Complaint

  26/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lifelabs has discontinued the Save My Spot app, which, in my opinion, is far better for people to use if they cannot book an appointment ahead of time than your current walking-in option. I arrived at Lifelabs (********, ********* location) with a posted estimat of 51 mins. I was asked if I could wait, and I said yes, I could spare an hour. 120 minutes later I finally was seen. Why provide estimates when they have no meaning? For the entire time I was there my estimated time kept moving up and down. I would ask that Lifelabs review how they provide walk-in times. Would it not be better for both the staff and client to have an assigned walk-in in appt time once arrive? I would expect a limited number of people can be seen as walk-ins based on staffing. Why don't you have appts that are available for walk-ins? That way, if the time is 2 hours, the person can make better use of their day somewhere other than a waiting room. My name was eventually the first of the walk-ins, not that it meant anything. I watched the time estimate go up and down for at least 30 minutes after arriving at the first spot on your screens for walk-ins. I never did see my time go lower than 19 mins. It seems it recalculates as the appt clients walk in, and I'm bumped further down the list. So, do you think this is fair? If you want to book an appt, there is a 2 week wait for most lifelabs in **. For clients that require the bloodwork needed before this timeframe; then your client's only option (like myself) is to watch appt after appt arrive and leave, with no consideration for adding the walk-ins into the queue in a fair way. After 120 minutes I was finally called in. With little to no staff on, this isn't the staffs fault, this is corporate issue. You need to fix this issue, 2 hours is a bit ridiculous.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had my blood work done a few times at ******* **************************************. ******. There is an Indian lady working there that makes huge mistakes with my test results. She asked me which doctor my results were supposed to be sent to and I confirmed that 2 times for her. Even then she sent the results to the wrong doctor. My test was for my kidney problem and it was a very important test result. When I attended my kidney appointment at the ************ my specialist said the my results had not arrived. When the clinic called ******* to ask where the results are, they said it was sent to a different doctor (which I specifically stated not to send them there). This negligence is costing my health and time. I attended an extremely important renal appointment and those results should have been there. This is not the first time this Indian lady had made this mistake. She has done this many times thats why I am making this formal complaint about her. If she is making this mistake with me, how many more patients is she doing this to. This is a serious matter and the lady should be fired.

• Initial Complaint

  22/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I gave a urine sample to LifeLabs located at ************************************************************* on Tuesday, August 20th 2024. It was not collected because I suspect the phlebotomist did not file the requisition form into the LifeLabs computer. Today I gave the same LifeLabs another urine sample. The phlebotamist named Le Toya, accused me of not giving her the urine sample on Tuesday, August 20th and then when I requested another urine sample bottle to use at home ( easier than using a public washroom ) she accused me of having 4 urine sample bottles. I did not have 4 urine sample bottles. Her attitude was hostile and abrasive. She handed me another urine sample bottle reluctantly. I am suffering from what I believe is a " complicated " UTI ( Urinary Tract Infection ) and time is important for it to be treated promptly to avoid kidney damage and also sepsis, from which I could die.I also asked her why my A1C was not listed on the report received Wednesday, August 23rd online on this same requisition form and she said it was for an A1C. It was NOT. It was for my hemoglobin levels only. Obviously this same phlebotomist is ill informed.The only LifeLabs employee who has been most helpful is **** ********, of customer service.Thank you.****** ****.

  Business response

  19/09/2024

  Dear ********,
  
  We are in receipt of your letter dated September 9, 2024, regarding a complaint submitted by ****** ****.
  
  This complaint has been investigated and the appropriate actions were taken. We have also reached out to ****** **** to address her concerns.
  
  Regards,
  
  ***** *****
  Regional ************************ Centres

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  - April 24th at 2pm I went to ******* for bloodwork. - I had a requisition from a ********** (bloodwork not covered by ***) for Vitamin ** **** and ********, and a requisition from my GP (covered by ***) for **** ********, and GFR.- I presented the two requisitions to the lab and told them that I wanted to have the Vitamin D done for my ********** but I did not want to do the *** and ******** on her requisition as the same tests on my GP's requisition being done at the same time were covered. They agreed and said that they would cc my GP on the ********** bloodwork - The phlebotomist came in and stared at the requisitions, I explained again that we were doing the Vitamin D for the ********** and that she would get the other results from my GP - The phlebotomist left the cubicle and went out to talk to the ladies at the front - there seemed to be some confusion - The phlebotomist came back in and said that she was taking a couple of extra ***** but said nothing about a problem with my request - Lifelabs billed my ********** for the *** and ******** - NOTE: I was communicating with my ********** while at the lab (I have those e-mails). If they had given any indication that they needed a new requisition, I could have provided one immediately - I called Lifelabs immediately and explained what happened; they checked with billing and said that there was nothing they could do, so I re-explained that I told them not to do the *** and ******** on the ********** requisition as it was already being done by my GP and they made no indication this was not possible. The person on the phone put my explanation in e-mail form and sent it to customer service - I received a voicemail from a customer service *** May 1 stating that she was looking into the problem and would get back to me after speaking with the supervisor at the lab - My ********** received an e-mail May 3 stating that they would not re-imburse the funds - The customer service *** is not returning my calls.

  Business response

  15/05/2024

  Dear Valued Customer:
  
  Thank you for reaching out and expressing your concern about your recent experience at LifeLabs. We take very seriously our commitment to serving our customers, and the details that you provided allow us to examine our processes and ensure that we can continually improve on the services that we deliver.
  
  Thank you for connecting with us directly last week. We appreciate you reiterating your experience and your concerns, including your concern for the experience of other patients. We have issued a refund as requested.
  
  We have processes in place today to manage situations like the one you presented with at our *********************** Unfortunately, in this instance they were not followed. We will be using this as an opportunity to reiterate these processes with our front-line staff so that situations like this can be avoided in the future, and that the customer experience that we deliver can be improved.
  
  Please accept our sincere apologies, and thank you again for relaying your experience to us and choosing LifeLabs.
  
  Regards,
  
  LifeLabs

  Customer response

  15/05/2024

  
  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

  27/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to life labs ******************* ** for blood test on July 07,2023 . My doctor ordered the *** test along with the other tests . Every time when I go for test to Life Labs they ask me to pay for whatever the test is not covered by ***. I always ask them to give me the copy of the form and then I take to the **** hospital lab which is two minutes away and get it done over there for $14.95 The *** test hospital charges $14.95. This time the person at reception did not ask me to pay for *** test. I thought I turned 65 probably I am covered by *** that's why they did not ask. Now they sent me the bill $39 invoice number ******* request ************ and address *************************************************************** I phoned to the life labs at ********** today and supervisor told me that she will talk to someone there and they will phone me. A few minutes later I got the phone call , she said it was your responsibility to pay at that time. I said they never asked me as its the normal practice they ask for the charges which ever not covered before the test done. I explained the whole thing. She said you will have to pay otherwise she is going to send to collection agency. I said I am willing to pay $14.95 which **** hospital charges, I am sorry I can't pay $39. *** ********** ** **** *** ** ***** ** **** ** *** ********** ****** *** **** ** *** ******

  Customer response

  24/10/2023

  
  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

  27/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  February 22, 2023 - at ****************************************************** lifelabs.Made appointment for ****h. Waiting 40 minutes before blood work taken. This is unacceptable. This business needs to consider changing their appointment making process as this is currently false information for clients trying to stay on time.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10 November 2021 we booked (2) PCR tests at a pharmacy in Nanaimo BC as we live on ********* ****** in British Columbia. The tests were for our trip to USA on 24 Dec 2021. As you are aware the 72 hour test results changed to 24 hours results for entry to the USA. Also there was no location in our area on ********* ****** that was offering the 24 hour results for the PCR test. Therefore we cancelled the appointments on 3 Dec 2021. This was well within the allowed time frame to get a full refund. We made a phone call to both the pharmacy and to LifeLab to cancel the 23 Dec appointments. We were told we would receive a refund within 4-6 weeks. It is now 15 February 2022 and we have not heard from LifeLab on this issue. Regards, **** *** **** *****  We have called 4 times and have sent 2 online web emails to LifeLab. It has been very frustrating to have to go to these length to get our refund of $315 from this company. We have not received any correspondence nor a telephone call from them regarding our refund. We ask for your assistance in getting resolve to this matter. It's now impossible to make a phone call to this company and impossible to send an email to them as there is no published email address. We appreciate any assistance you can provide. Regards, **** *** **** *****

  Business response

  08/03/2022

  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 02/17/2022, your refunds for orders ********** & ********** were 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

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  as you may know after having a b=negaitive *** test when travelling to return home you still have to retest apon arrival.I made my appointment in advance and though it was supposed to be randomly chosen people it was the entire flight(a one week trip to mexico) instead of receiving my onsite test when i arrived in Vancouver airport i was given a at-home test kit which i thought strange as i had to travel to the island still which put off the test for about 16 hours since our flight was delayed and we arrived at 4am it required a stay over.as soon as i returned home i took the virtual test at which time the package indicatpr says it was no good but they said it was finde to use it. and my partner took it to the drop-off.i checked daily for results and nothing called after the 48 hour cut off when we were sup(posed to get results nothing yet on 3rd day i called they said they had received it but not processed it thil that night so the results would be the next day. checked no results called thay said they did not have it .i said i urgently need to see my physiotherapist and need the result so i could go they put in the request to speed up testing/at 3 pm i called back and was told they were now processing it and the results would be in 6 hours. after 10 hours called to be told they would not have it for another 3 days and i am stuck in isolation even though i have had a negative test and i am triple vaxxed now they claim i may have to redo the test after a week of waiting meanwhile the restrictions have been lifted and yet i am stuck waiting on results.in mexico results took 8 hours here a week and counting i recommend no one even use life labs for anything time-sensitive .i would like life labs to have to be accountable for false information and poor turnaround time and i want this test complete in less than two weeks'

  Business response

  09/03/2022

  We are sorry to hear about the delay you experienced. This is not the kind of experience we would have wanted you to have. LifeLabs relies on a third-party service provider for transportation and can only test samples after they have been received. As per our records, your results were released within 24-hours of LifeLabs receiving your sample.   
  
  Please accept our apologies for the inconvenience you experienced. We will share your feedback with the third-party service provider that handles sample shipment.

  Customer response

  09/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: 1it is not intirely why i had a bad experience and as a side not =e my daughter sent hers 24 hours later and got results a day before me.i was told when i called on the friday which is 3 days after landing that it had arrived and would not be processed til the afternoon which is the one person that told the truth she said results would be in by the next morning.when i called the next morning they said it was not there yet so i said it was and i had the tracking she siad she would check into it amd call back never did so i called again they said they had it would have results in 6 hours .ten hours later called again was told they did not have it and it would be monday and this emailAng, Caroline <*************************>
  *** ********** ***** ** *  **** * ****** * ********** ****** ***** ***** **** *** ******** ******* ************ **** **** ********* *** * *** **** ** **** *** ****** ** **** ******* ** ***** ********** **** ****** ** ** *** ****** ************ ********** ***** *** **** **** ******** ** **** *** *** **** ** ****** ** *** ******* *** ***** * *** ** *********** *** **** **** ******* ****** ******* ** *********** **** * ******* *** ********* ** ****** * *** ******* ** * ***** ** ****** ** *** * * * ***  *** ****** ****** *** *** ******** **** *** ********** *** **** ****** ******* * ** **** *** ** ******* **** ******* *** ******** **** ***** *** ******** **** *** ****** *** ******* ** *** ************ ****** *** *** *** *** ******* ** *** **** ** ** ******** **** ** *** ******* ** **** ********** ******** ** *** **** ****** ** ******* ***** **** 
  
  Sincerely,
  
  **** *******

  Business response

  23/03/2022

  Once again, we are sorry to hear about the delay you experienced. As we mentioned earlier, LifeLabs relies on a third-party service provider for transportation and can only test samples after they have been received. As per our records, your results were released within 24-hours of LifeLabs receiving your sample. As you have stated earlier in your most recent reply, the results were posted, therefore our correspondence can end here. Unfortunately the nature of your grievance does not qualify for any compensation.
  
  Please accept our apologies for the inconvenience you experienced. We have shared your feedback with the third-party service provider that handles sample shipment.

*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. ↩