Complaints

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.

• Initial Complaint

  Date:18/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 requested a copy of my receipt a month ago with file number ******. I called a week later that i did not receive it they told me it takes a week to ten days. I call again they tell me they will send the request. i called 4th and 5th time and left messages on the voicemail of the billing office still no receipt. I called again told customer service i was filing a complaint *** **** ** *****

  Business Response

  Date: 24/05/2023

  Good Afternoon,

  Unsure what the request, is as both receipt and refund has been mentioned.

  Please include as much information as possible, including Accession number, Invoice number.

  Please clarify what you are looking for, so I am able to redirect your information to the correct team.

  Team Lead, Adjustments 

   

   

  Customer Answer

  Date: 24/05/2023

  I am rejecting this response because i have requested a receipt for a test i did in October 2022 FOR $70. i REQUESTED IT SEVERAL TIMES AND THEY SAID THEY WILL SEND IT BUT NEVER DID. since i can not file it anymore because income tax was to be submitted by April 30 i am asking for a $70 refund for Life Labs negligence
  

  Business Response

  Date: 05/06/2023

  Please note a receipt was sent to the client today by email

• Initial Complaint

  Date:13/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Date of Transaction with Life Labs: 2023-Feb-10 Location of the Life Labs: 201 - 4125 Lawrence Ave East (Transaction done - using Credit card - **** Bill No - *******). The amount of money I paid to the Life Labs -$213.00 (Since my Health Card was expired on the time of the test). Later I received my new health card #************* on the same day (2023-Feb-10) evening. So, I contacted the lab and requested them for the return. Nature of the Issue: The Life Labs asked me to contact the Life Labs Accounts department in regards to the reimbursement. So, I do called the account department and asked about returning the money. They said, in order to get the reimbursement I have to raise a complaint. In such a scenario, I had raised a complaint (having Complaint No - ******) on 2023-Feb-11. Since then, there is no response from the Life Labs. Moreover, whenever I tried to call the customer service and requesting them for an update about my reimbursement, they keep on saying that it is still in process. It has been 2 months and yet no response from the Account department. *********** ** ********** * ***** **** ** ******** request BBB to kindly ****** *** ***** *** please help me in getting my refund.

  Business Response

  Date: 14/04/2023

  this claim for refund - CEM # ****** - $213.00 has been added to the cheque refund list - client should get refund cheque in 2-3 weeks

  Customer Answer

  Date: 15/04/2023

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

• Initial Complaint

  Date:13/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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. 

  ***** **

  Team Lead Accounts Receivable Adjustments Team.

  Customer Answer

  Date: 25/04/2023

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

  Customer Answer

  Date: 25/04/2023

  Good Day,

  My father's name was ***** ******* ******.  His customer number was ************.  His date of birth was ******* *** ****.  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

  Date: 03/05/2023

  Good Afternoon,

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

  Thank you,

  ***** ******

  Team Lead Accounts Receivable.

  Customer Answer

  Date: 12/05/2023

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

  Business Response

  Date: 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 Answer

  Date: 17/05/2023

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

• Initial Complaint

  Date:06/03/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  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

  Date:17/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 my blood work on campus at ******** ******* on Nov 24th, 2021. I have not received ANY invoice or bill for the test, and the nurses never informed any payment since it should have been covered by my insurance **** ** ************* student, * ** **** *********. Then a few days ago I noticed a huge amount of credit score deduction and I looked into it, seems like I have a $161 amount of debt collection from Lifelabs. It was clear to me that they charged me instead of claiming to my insurance company, and haven't sent me any invoice nor reminders, and when I call them they *** ***** ** **** *** keep telling me that I will have to pay for it and they have sent the invoice. I would LOVE to pay for it, if I had the invoice, but I can't even process the payment because I don't have the invoice number! I have been asking for my invoice for 2 days now, left so many voicemails and messages on their website, and no one is taking any accountability **** ** ******* I don't even know at this point if it will be covered by my insurance because it has been more than a year now since I did the test. So frustrating, my credit score has been already hugely affected, and I need it to be resolved as soon as possible.

  Business Response

  Date: 07/03/2023

  Good Afternoon,

  ** ******** ***** ******* has reviewed the account on February 23, 2023.

  She spoke with our Collections department, and they confirmed that ****** ***** account was closed with the Credit Bureau and corrections were made correcting the patients credit.
  

   

   

  
  

  . 

   

   

  Customer Answer

  Date: 15/03/2023

  I have reviewed the response made by the business and find that this resolution is satisfactory to me. Thank you so much for helping my case out, I couldn't have resloved it by myself ******* ** *** ************* *** ************* ******** *** ********** ***** ******* ***********

  Thank you again.
  
  

• Initial Complaint

  Date:25/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 in for blood test to Life Labs at 16 O'Brian St in Orillia Ontario on July 12 2022. I was missing some paperwork one of which was a requisition for bloodwork paid for though ****** ******* ******** ****** Centre. Not having the proper paperwork with me ment I had to pay with my personal ****. I have a receipt for $36 for a *** test. (Receipt # *********). The next day July 13th, I went back into Life Labs and gave them the paperwork that I did not provide the day before. I waited as the entered it into the computer and they assured me that I would receive the $36 within 2 weeks. I have called several times, Aug 25 2022, Sept 13, 26, Dec 15, Jan 24 2023. The reference # ******. Each time I call I am assured that they are working on it. * ***** **** **** *** ******* * **** ******* Is been 6 months. I understand that company's are busy but I am coming up to my 6 month ****** checkup soon and it is still not resolved. I would like to have it done and over with before then. Any help would be very much appreciated. ******* ***** **** **************** ************

  Business Response

  Date: 25/01/2023

  Hi,

  Thank you for the details, we in Accounts Receivable havent received any requests until now for this matter.

  We are actioning the refund, and Mr. **** will receive his refund.

  Can Mr ****, advise when refund is received.

  Customer Answer

  Date: 06/02/2023

  I have been checking my card and bank account day and still no reimbursement. 

  I would like to know when and how they will be doing the reimbursement as I have received no correspondence from Life Labs.

  
  

  Business Response

  Date: 06/02/2023

  Hi,

   Refund was processed on January 25, 2023, Please check credit card statement and mail, and could take up to 4 weeks to receive it.

   Thank you,

  ***** ******

  Customer Answer

  Date: 11/02/2023

  I am rejecting this response because:

  I cannot accept this response until I am fully reimbursed. Once the money is reimbursed I have no problem closing this file.Please understand that I have been trying to resolve this for over 6 months all along I've been promised that it was being taken care of. So until it is taken care of I cannot accept this response.

  
  

  Customer Answer

  Date: 15/02/2023

  Just received a cheque dated 09-02-2023 and post marked 10-02-2023 from Life Labs not Jan 25th like their letter said. Unfortunately it was sent to ** ********* ***** (wrong address on cheque). But it is finally here and can now be marked as resolved. It's unfortunate it took this long.

  Thank you ******** for looking after this for me.

• Initial Complaint

  Date:19/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The credit bureau called requesting that I make payment however I questioned this call as I did not receive any invoice from lifelabs. I attempted to call lifelabs on 3 separate occasions and no one could provide any information and they hung up the phone. They could not provide an invoice number, I could not make a payment because I don’t have a invoice number, they never sent me any correspondence with any invoice. Call centres transferred me to ******* ******* voicemail on Tuesday December 13th and I left a voice message however I still have not received a call. I need to know my invoice number, what I owe and how I can pay this invoice. The call centre could not help and no one has called me back to date. How can you send information to credit bureau without mailing me correspondence. **** ** ***** *** I need answers right away!

  Business Response

  Date: 10/01/2023

  Hi,

  I work in the Adjustments section of Accounts Receivable, and I have received the complaint.

  I dont have enough details to find the patients Invoice.

  I will forward the patients email address to our Collection Team, who handles Invoices regarding accounts going to the Collection Agency.

  ****** ****** *** **** ** *** *** ********** ** ***** ****** **** ******* *****

  ******* **** ** ** ****** **** *********

  Thank you,

  ***** ******

   

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 10/01/2023

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

  Customer Answer

  Date: 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

  Date:06/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ****** *********