We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Environmental Services

SimpleLab, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Environmental Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/16/2024

    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.

    Please close the complaint ********, as ***** from Simple Lab has communicated with me this afternoon about the 200 different laboratories they may use throughout the ***. The website may need to be looked at, but the major concern has been addressed--the inability to communicate with the company.

  • Initial Complaint

    Date:04/09/2024

    Type:Customer Service 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.
    Our experience was very frustrating. We ordered a full radiation water test. The website mentions a 12 day turn around time. We book a water filtration company to come out after the 12 days for a consultation. This is not easy for me to be able to schedule appointments as I work a lot but was able to secure something that worked. We chose standard delivery as there was no mention on the checkout page that the sample is only good for 5 days from when it is drawn per EPA standards. The first mention of time sensitivity was after I had already received my kit and received my standard return label with it. It did not give any particular time period but a general mention not to ship it on the weekend as it could cause a delay. Simple Labs used **** which is reliably unreliable, with known on time deliveries in the 40 to 80% range (this information is on the internet). As expected, **** sends my water sample to and from the same hub facility for no reason and the water ends up getting their late and isn't usable. There is no way to talk to someone over the phone from Simple Lab, only chat. They said they would send a new kit but by that point, I wouldn't we wouldn't have the results back in time for the consultation with the filtration company. They refused to pay the cost to overnight it, instead sending me a bill for $89 which is absurd. The company should use appropriate shipping from the start and a reliable company. I was more or less told they don't use a better system because they want to keep costs down otherwise people may not want to buy the kit. The whole situation is ridiculous that their solution is to send you another kit by standard shipping and make you deal with nearly double the turn around time for results. This company should have paid for the overnight shipping since their system is broken as to not delay my waiting for results any further. I would like to speak on the phone and would like my testing to be done free of charge/free overnight shipping.

    Business Response

    Date: 04/16/2024

    ****, 
    I am really sorry about the process and the trouble that you ran into. As we discussed by phone and live chat  we did everything here that we could to help you out and to alleviate a situation that was out of our control. Let me review:
    Our website offers many popular and esoteric options for professional water quality testing. On each tests product page we display each testing kits critical specifications, including the associated return shipping speed for your samples to reach the laboratory. For example, in the case, for your order, we show that every such sampling kit includes a free 2 day **** return label. This default speed leaves ample room to meet the *** requirement of less than 5 days in transit for such radiological assays. We also present you with the option to upgrade your shipping speedsome customers are in a hurry so we facilitate that. During checkout we make it easy to upgrade your shipping to overnight. 
    On a personal note, once we recognized the delay in your samples carrier transit, we immediately contacted our lab team to ensure we had the most up to date information. Once we realized samples might be delayed/lost in transit, our team immediately offered to cancel your original samples and provide you with a completely free new test kit. We even offered a free 2 day return upgrade on the samples via ***** (after you made clear you did not want to use **** again) recognizing that the standard shipping would further impact your timeline here. 
    You rejected that offer and instead agreed to upgrade that shipping to 2 day ***** shipping to you and ***** Overnight shipping back to the lab fully acknowledging that the extra cost would be up to you. The cost for the shipping was fully explained to you and the offer for the free ***** 2 day returns was absolutely still an option. At that time, you asked for a full refund which we immediately provided to you within 24 hours. Even though events out of our control transpired, we were always honest, generous and straightforward with you and did our best to make sure that you were happy with the situation.
    I do sincerely apologize that your experience was the way it went. I wish it had gone smoothly, truly. As I said in our last conversation, we remain here and willing to help if you have questions about laboratory water testing.  

SimpleLab, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.