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:26/09/2022

  Type:Product 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.

  On Sep 14, I paid $160 to get my PCR test done. Their website advertised $150 as a special promotion this month and I assumed the extra $10 was tax. The nurse informed me I would see my results in a few hours, I attempted to call them on Sep 16th but no one picked up and sent an email through their website which was also not responded to. On Sep 21, I found the numbers of 2 other branches and called them, they then informed me that my results were not sent to me because I owe them an additional $40. I discussed with them that it was not the price advertised nor mentioned to me when I was at their clinic (3 days in a row) and they should honour the cost on their website. They sent me an email to inform me but I never received it as they sent it to the wrong email address and never attempted to follow up after that.
  
  I was passed along to 2 staff until I was finally able to speak to supervisor Raj (who did not try to reach out to me until I went into the clinic to speak to her). I explained to her my frustration and lack of professionalism that her staff have shown me and only want my results. She claimed that because: 1) the nurse who did my PCR test didn't know about the change in price, she charged me incorrectly, and 2) that the website promotion was for August but their company did not change the website but already changed their internal system for the pricing update, she was not able to do anything else.
  
  Both of these reasons are not the fault of the client (myself) but their company for their lack of organization. She refused to give me my results unless I paid. She gave me a number for their lab and told me to call them, however, when I called the lab, they have informed me they would call me back and did not. When I called them back, they were already off. I cannot contact them until Monday but my flight is on Tuesday (I currently work abroad and in ****** to visit my family) and I am not confident they will send me my results in time.