Complaints

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• Initial Complaint

  Date:16/02/2023

  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.

  On the 5th of February 2023, I attended the Bio Lab at the ***** ******** *** in Orleans. Once served, the clinician advised me that I would be charged for 2 parts of the blood test. They were $65 for Chromogranin A and $55 for PSA tests. In total, I was asked to pay $120. Both tests are required to check if my cancer had spread. I advised the clinician that I had been to the Ottawa Hospital, General Cancer Clinic for blood work before and there were no charges, I advised her that I would return there to avoid the fees. The clinician then advised me that if I had private insurance, they would cover me for the fees. When I told her I had 2 insurances, she replied "then you will be covered 100 percent ( while chuckling). I asked her if she was sure and she replied "yes".. I told her (clinician) " I guess you should know" and decided to pay the fees and claim it afterwards rather than drive to the other hospital. I claimed the charges with my insurance company however they advised me that blood test fees were not insured. In fact, the clerk at the insurance company stated " I don't know of any carrier covering those costs". I contacted the head office at Bio-Labs in Ottawa on the 15th of February 2023 to infom him of this occurrence and request I be refunded $120. He advised me that he would speak to his manager and call me that day od=r the next morning. He never returned my call. I called back on two occasions and the gentleman refused to speak to me. The secretary would only state that the decision was under review.

  Business Response

  Date: 03/03/2023

  With respect to the complaint ID 19418407.
  
  
  Specifically with respect to this issue:
  • In addition to the *** issue they have called the lab multiple times and posted on Google.
  • Follow the same verbatim complaint on Google we reached back out to the patient.
  • Our lab manager has since called the complainant and spoken on the issue.
  • With respect to the specific items in the complaint
  o Our lab locations do not have clinicians (this would refer to a doctor or nurse). At the location it would be a phlebotomist or lab technician likely
  o The complainant paid for the tests at the time of collection as per policy
  o The staff have been reminded not to speak on behalf of benefits programs though we were unable to ascertain if this conversation even happened
  o We bill out as prescribed by the Ministry of Health for this associated lab work and are on a similar scale as all 5 other provincial providers ********** ***** ***** ********* ********* *** ******* **** ** ********
  • Barring anything to the contrary this is a resolved issue on our side with no further action planned.
  Let me know if there are any other items/concerns.
  
  Thanks,
  ****
  

  
  

  Customer Answer

  Date: 03/03/2023

  
  Complaint: 19418407
  
  I am rejecting this response because: you admit to the misinformation but refuse to pay for your mistakes. I will continue to enter negative ratings and update potential future customers.
  
  Sincerely,
  
  ******* ******