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Business Profile

Laboratory Testing

LifeLabs

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Testing.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hope this message finds you well. I had blood work done on November 22, 2024, and was informed that I would have access to my results. However, it has been over 15 days, and my results are still unavailable. I visited the lab in person, and the receptionist was unable to provide any information. Furthermore, my doctor has not received the results, although I was informed that they had been sent. This is not the first time I have encountered such an issue with your laboratory. I would appreciate your assistance in resolving this matter promptly. ****** * ******** ****** * ****** ********* ** **** ***** *********  Thank you for your attention to this matter

    Business Response

    Date: 23/12/2024

    I have been informed that this has been looked into and have emailed patient directly.

    Customer Answer

    Date: 23/12/2024


    I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:29/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    lifelabs ontario refuses to process a requistion issued by lifelabs bc. the requisition states to charge MSP yet this seems to be an insurmountable problem.

    Business Response

    Date: 14/08/2024

    Forwarding to escalations teams not for Accounts Receivable to respond to complaint.

  • Initial Complaint

    Date:14/06/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I did a **** ****** test on May 31th at Lifelabs Waterloo location (430 The Boardwalk Suite 203). I paid $110 for it since it's not covered by OHIP. My health card number is *****. The turnaround time is about 1 week. As of today (2 weeks since the test), the result is still not available. I have no idea what happens and the call centre didn't give any useful information either. I request to either follow up on my test or repeat the test until I have a result. Thank you.

    Business Response

    Date: 18/07/2024

    This report was finalized and resulted on June 19th, 2024.  Let us know if we can help with anything else

    Customer Answer

    Date: 18/07/2024

    I have reviewed the response made by the business and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:17/04/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a home kit from lifelab on march 30,2024. They charged me and told me the rest would come in between 3-7 business days. My test never came. I reach out out by phone and email and they had told me the kit was shipped; when I told them it was never received they offered to send a new one free of charge, I agreed to this resolution. They later called to tell me there was a delay shipping the original kit and that I should wait a few more days (despite the fact that they had previously confirmed it had been shipped???), I agreed to wait, when I told them I still hadnt received it and to please just issue a refund at this point as I’d get the rest done at my drs office, they said the test is non refundable even though I never received it. They have not sent me a new test and refuse to give me my money back.

    Business Response

    Date: 10/05/2024

    Please note that a refund of $129.00 was done on April 17/2024 - auth # ******

    Client confirmed getting the refund back onto her **** and complaint is now resolved.

    Please review and close complaint.

  • Initial Complaint

    Date:13/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had a LifeLabs nurse come to my home for a home visit to do *************** samples on December 5th. When I called to get my results 2 days later I was told they could not find them. I was passed around from person to person on the phone with no resolution until Friday Dec 8th where they told me they lost my requisition and samples. They wouldn’t specify how they got lost or if my personal information was leaked. I paid $80 for this visit and have requested a refund as they lost the samples, and they have not given me a refund and have ignored all of my emails since Friday Dec 8th

    Business Response

    Date: 18/12/2023

    The patient has been issued their $80 refund today, December 18, 2023. Refund details have been emailed to the patient along with instructions on how to follow-up. 

  • Initial Complaint

    Date:13/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

    Date:29/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to LifeLabs at 240 Duncan Mill Rd Toronto on 16 August 2023 to have blood samples taken. They charged me $295 total, and said that $81 of that was for a ******** test. One of the tests that I paid for, ********, has been pending since then, although the turn around time for results is 17 business days. It has now been 30 business days since 16 August. I notified LifeLabs on: 13 Sept and was told it would be expedited Case reference number is ********* 16 Sept Case reference #********* 18 Sept ***** ************* ************ emailed me that I just have to wait for results 18 Sept another email telling me to wait ref#********* 26 Sep I told agent on the phone that if the results were not made available by end of day that I would ** ****** * ********* **** *** **** 27 Sept New Customer Feedback ID#****** says I just have to wait, it takes 3-4 weeks (it has now been 29 business days, or 6 weeks since 16 August blood draw). I reply that I will be filing a complaint **** *** **** No one responds. I phoned several times during this period, as well. Each time I was told that my blood sample was sent to an outside laboratory. Each time I was told that there was no information about the name or contact details for this outside laboratory, and that no one knew where it was sent. Meanwhile, ** ****** needs this lab report ASAP. *** ****** **** ** * *** *** *********** and I have now had the ******** blood work done at another lab. I want a refund from LifeLabs for not providing results in 17 business days *** as their website says it will, and for possibly losing or spoiling the blood sample they did take from me.

    Customer Answer

    Date: 31/10/2023

    I have now received a cheque #******** for $81 from LifeLabs and successfully deposited it to my bank account on 27Oct/2023.

  • Initial Complaint

    Date:16/08/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, a few months ago I underwent some tests, one of the tests was not covered by OHIP and I was told by my doctor I’d receive an invoice in the mail and remit payment at that time. Months pass and I receive a ********** collection reminder from LifeLabs via text message. So I tried to reach out to them via the “contact us” page on the web, no answer, I sent an email to a LifeLabs customer service email address; no response. Called in July 21 and spoke to customer service indicating that all I wanted was a copy of the invoice (excluding any penalties since I’ve made so many attempts already) so I can make payment, and asked that it be sent via email. As of Aug 15 still nothing. So called again, after a 15 min hold and then being hung up on, I called back, they couldnt give me the invoice number, said they can only send an internal email AGAIN to accounts receivable (like it did anything the last time). I asked to escalate, they said their supervisor wasn’t available, so then I asked them to put me through to a specific person at accounts receivable, all they could do was send me to the generic number, and after another 20 min hold I was prompted to leave a message. I don’t expect to receive a response as this company clearly struggles to conduct business properly. All I want is a copy of the invoice that should have already been mailed to me, so I can may payment and then before the end of the month submit it to my insurance company to get reimbursed before I’m no longer eligible for reimbursement.

    Business Response

    Date: 28/08/2023

    the payment has been applied to invoice # ********* -  $95.00 - **** payment taken by AR-collector on Aug 17th and applied to invoice on Aug 18th.

    Invoice was provided by email.

  • Initial Complaint

    Date:21/07/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went life lab on May 6th for ******* test and they mixed my requisition with other person and did the wrong test on me and charged me 41$. When i got to know they called me did tge right on may 13th and said i will get refund check by mail which i have not received yet. I called several times but they don’t care and i left the voice mail too but no one called me back yet. It’s been more than 2 months but i think they don’t care about that.

    Business Response

    Date: 17/08/2023

    this was escalated to customer care escalations and they validated the client's complaint in regard to the incorrect testing and I will be adding her for a cheque refund of $41.00, she will receive a cheque in 1-2 weeks time.

    thanks,

  • Initial Complaint

    Date:19/06/2023

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Saturday, June 17, I dropped off a sample at Lifelabs located at 526 St Clair Ave W, Toronto. They called my shortly before they closed, and unfortunately I missed the call. I called them back, and their voicemail messages advises that 1) they do not check messages and 2) do not leave a message. My complaint is with lifelabs head office. I called them this morning, June 19, to resolve the issue. They called the lab, at the same number I had, and left a message, at the same number I did. When I asked what happens next in the process, they representative continually changed the subject and repeated information I already had. They refused to answer questions about how this issue would be resolved. They said they were putting me on hold, and they hung up on me, or the call dropped. Either way, no one has called me back to resolve my issue.

    Business Response

    Date: 13/07/2023

    we are following-up the Manager for that Lifelabs locations to get more details.

    Customer Answer

    Date: 15/07/2023

    I am rejecting this response because: they have not taken any action to rectify the issue going forward.

LifeLabs is NOT a BBB Accredited Business.

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