Complaints

This profile includes complaints for Diagnostic Solutions Laboratory's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Diagnostic Solutions Laboratory

  5895 Shiloh Rd STE 101 Alpharetta, GA 30005-2271

• 

  Diagnostic Solutions Laboratory

  31 Lupi Ct Ste 250 Palm Coast, FL 32137

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:03/24/2025

  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.

  This company had a change in pricing and asked if I wanted to proceed with a test. On September 10th, 2024 I said I needed to check with my insurance and asked them to hold off. On September 11th 2024 they acknowledged my message that I would like to hold off on the test and advised I reach back out if I want to move forward with the testing I did not respond to move forward with the testing. Yet I was charged. I initially was charged $189 as a deposit. When they came back let me know it would be an additional $200, I asked them not to proceed. They had my cc info so they charged it anyway. I disputed with my credit card and the money was returned to me yet they are continuing to send me bills. Ive reached out multiple times and they have refused to stop sending me the bills, even though my credit card reviewed the info and found it to be a valid claim to stop payment. At this point, I am asking for the following:Cease all billing attempts for this charge immediately.Provide written confirmation that my account has been cleared of this balance.Refrain from reporting this invalid charge to any credit bureaus or collection agencies.Return my initial payment of $189. Initially I wasn't asking for this but now I am

  Business Response

  Date: 03/26/2025

  Thank you for allowing us the opportunity to clarify and address the complaint filed against Diagnostic Solutions Laboratory. Our initial outreach was made on September 10, 2024, as a courtesy, to discuss with this patient her options since DSL does not file claims to her insurance company, while the test is still in process patients have the option to cancel or proceed with testing. The response we received indicated a preference to continue with testing. We also advised that once a sample begins processing, there is no way to stop or pause the process.
  We can confirm that we received an email with the subject line to Please Hold Off. It is never our intention to mislead or falsify information related to our billing policies and procedures. DSL makes all patients aware that we are unable to hold or pause testing that is in process. I understand that this situation may be frustrating, however, to hold off does not equate to a request for cancellation.
  Our website offers detailed information about our billing and insurance policies, and we encourage patients and providers to review this information before submitting samples for processing. We take great pride in our reputation and business practices and strive to maintain transparency in all our dealings.
  The service was provided, and the results were released to the ordering provider to assist in the development of a care plan. I have attached all relevant email correspondence and documentation that was signed, indicating that if Diagnostic Solutions Laboratory is unable to file with insurance, the patient assumes full responsibility for any balance owed.
  Best regards,

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23110622
  
  I am rejecting this response because:

  They did receive my request to hold off with the processing and acknowledged that, yet they did go ahead and process without hearing from me that I would like to move forward. 

  I don't understand nor think it's fair they knew I wanted to hold off and without clarifying that anything had changed, they did the opposite and processed against my wishes. How is it fair for me to pay when they asked if I wanted to proceed, I asked that they hold off and then they processed anyway. Im sorry if I used the wrong language but my statement was clear not to proceed and they should have reached out to ask if anything had changed BEFORE they went ahead. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/27/2025

  Thank you for reaching out and sharing your concerns. We sincerely regret any frustration or disappointment you have experienced. We understand how important this matter is to you and appreciate the opportunity to provide clarification.
  

  In our previous correspondence, we did acknowledge your request to hold off on processing. However, we also communicated that due to the time-sensitive nature of the test, we are unable to place samples on hold once they are received in the lab. Most patients rely on swift results, which is why samples are processed immediately upon receipt to ensure timely and accurate outcomes.
  

  While we understand that you may not have intended for the sample to proceed, we would like to reaffirm that our communication specified that cancellation could only occur while the sample was still in process.Unfortunately, the request for cancellation was never clearly communicated, previous correspondence through email and verbally expressed the lack of ability to hold testing that starts to process upon receipt.
  

  We truly empathize with your situation and regret any misunderstanding that may have occurred. Our goal is always to provide clear communication and exceptional service, and we are sorry that your experience did not meet those expectations.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23110622
  
  I am rejecting this response because:

  While you say you wanted to be clear, you were not. I did not give the go ahead to proceed and would like for you to cease billing me and refund me for my initial $189. 

  The bill was rejected by my credit card company and you have continued to harass me with bills that I should not be responsible for. 

  This has been an exceptionally frustrating process that has been very upsetting as a consumer 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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 am filing a complaint against Diagnostic Solutions Laboratory regarding unauthorized testing and billing. On April 30, the lab received my sample with a request to file with my **************** They informed me the test would cost $389 as they were out-of-network, despite my previous confirmation with Cigna that the test would be covered. I explicitly responded to their email requesting them to hold off on any testing until I could verify coverage with my insurance company. The lab acknowledged my response, and in fact noted they didn't even have my credit card information on file. Despite my clear request to pause and their lack of payment information, they proceeded with the test anyway. I never received the test results from my doctor, yet they have been repeatedly billing me for $389. I have called the laboratory multiple times to resolve this issue, explaining that I explicitly asked them not to proceed with testing, but they continue to argue about semantics and word choice rather than addressing the fundamental issue that they performed and billed for a test I specifically asked them not to conduct. This appears to be a deceptive business practice, as they disregarded my clear communication and are now attempting to collect payment for services I explicitly requested them not to perform. On 1/16/2025 during communication with the lab they hung up the phone so rudely and started yelling. I am completely shocked. I spoke with ******* first who was very rude, then ****** who then transferred me to ********* who was in charge and became so rude and then hung up on me. Worst experience of my life. I called back and they let me know they would not be accepting any more phone calls.

  Business Response

  Date: 01/17/2025

   After reviewing previous correspondence and conversations, I was able to determine that the patient was contacted via email and by phone on April 30th to discuss the lack of coverage for you ** Map with Cigna. In that original contact the patient was advised " After verifying with your insurance, the (Cigna) policy provided does not have any out of network benefits for diagnostic laboratory services, and we are an Out of Network Independent Laboratory. Furthermore, you were advised that your insurance does not cover the cost of the ** Map Test, the discounted price due will be $389." The original email correspondence also advised that "You maintain the right to cancel your testing before results are reported to your provider. We do not place any testing on hold due to billing or insurance issues. Once the test has been completed you will not have the opportunity to cancel and will be responsible for the cost of the test."

   In response to the original email, the patient stated " Please hold on charging me until I hear back from my insurance. As the patient indicated that they were previously told by Cigna that the sample will be covered. Holding the Charge (charge- demand (an amount) as a price from someone for a service rendered or goods supplied) is not a request to cancel the sample, as the patient was previously advised that no samples are put on hold for billing or insurance issues.

   As a result of the correspondence, and the lack of payment provided there were no charge made to the patient per his request, and there was no indication that this test should no longer be run as a result of the lack of coverage. The balance of $389 represents the services rendered for the ** Map Test, which was completed and reported as requested by your provider. In addition to all of these factors the patient indicated that they never received a copy of your results. After contacting your ordering provider's office, we were advised that the patient did receive a copy of their results which were discussed with them and documented in his chart with a course of treatment to help the patient feel better.

  A copy all correspondence has been included with this response. 

  We regret that the patient did not feel supported during your interactions with our team. We apologize for any frustration caused during these calls, and we will certainly review this situation internally to ensure better communication and resolution moving forward.

• Initial Complaint

  Date:05/14/2024

  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.

  I used one of their tests that I have previously used in the past year twice. So this was my third time using the same test. The first two times there were no issues with the billing portion of it. This year the company claims they changed their policies as far as billing is concerned. So when they called to collect my deposit of $218 they failed to mention their policy changes when billing insurance. So they billed my insurance and didn't apply it towards my total bill because they don't think the insurance "paid enough" for the test. Yet they then turn around and charge me the full cash price for the test of $453. So they keep the money the insurance gave them PLUS require I pay the test in full!! How is this ethical? When I called they say it's a policy change and they don't have any responsibility to let their customers know of this policy change because they are not a credit card company. I didnt need them to submit a claim on my behalf. I could have done that myself. It takes less than 5 minutes to do. So I would have gotten the $152.89 the insurance paid out and just had to pay $298 for the test instead of $453. They apologized but weren't willing to lower the bill. I will not be using their services again in the future. Their customer service rep people were very unprofessional and I had to explain to them I wasn't attacking them personally but I was complaining about the company's billing practiced and policies which I know they personally didn't implement. They were not helpful at all just apologetic in the end. And said they would take my concerns to the company. Which means nothing because they aren't going to change just because I complained to them.

  Business Response

  Date: 05/15/2024

  This patient has taken two previous tests with Diagnostic Solutions Lab, which were both processed differently from the current test. The insurance covered the previous testing in full and the patient was only responsible for the co-insurance amounts. DSL has not changed its policy on filing claims to the insurance, a deposit is paid upfront and applied to any denied or non-covered lines that were determined after the insurance processes the claim. This order was received marked to "bill to the patient's insurance" which is why a claim was submitted on the patient's behalf. The patient does have the option to file the claim to their insurance on their own once the discounted cash rate is paid in full, an itemized receipt could have been given, if that was the case the official order form should have been marked "patent cash" which allows DSL to provide an itemized receipt for self-submission. The insurance paid $152.89 towards a test that is listed at $761.00 out of the allowable of $218.38 based on a contracted providers rate, which DSL is not. There is a co-insurance of ***** and $441 of charges that were denied on the claim for a total of $506.49. DSL applied the payment of $152.89 to all covered lines, the deposit of $218 was applied towards some denied lines and the patient has a balance of $235 which will cover the additional non-covered services. As an Out of Network lab, we could charge the patient up to the listed rate, however the test was discounted down to the discounted rate, so the patient does not pay more out of pocket then the discounted rate which has always been the policy.

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21710370
  
  I am rejecting this response because: you just admitted in your response that your customer service representative didn't communicate honestly with me when asked why I was being charged this amount this time. They stated a policy change this year. More than once and more than one representative. Why are they saying there was a policy change if there wasn't? They apologized and said that the person who called to collect payment from me should have explained to me how the insurance billing worked which she didn't. I understand you CAN charge more but it doesn't make it ethical to do so. It's the same exact test. Yet the price billed to the insurance vs. The one given to the patient as a cash price are different. So instead of offering to bill the insurance for the patient, you should just offer me the cash price and not keep the reimbursement given to you by my insurance. You are charging me the cash price AND keeping what the insurance gave you. That is not right. I could have billed the insurance myself if I had been told that was what you were going to do. You COULD reimburse me the $152.89 and JUST charge me the cash price but you are CHOOSING not to. That makes you an unethical business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/16/2024

  As an Out of Network provider, DSL reserves the right to change its billing policies, which includes the listed cost of the test. Our most current and up to date billing policies are available on our website. In this case the insurance processed the claim differently than the two test in the past providing less coverage for this test. The price between what is billed to the insurance and what is billed to the patient is different because we offer patients a discount as we do not expect them to pay the same as the insurance company. It is not unethical to charge a fee for services that were provided, since the insurance denied some of the testing codes, which they had not done before. As we are only the laboratory providing the services, we would expect for all billing options to be discussed with the patient prior to the test being ordered. DSL processed the form as it was received with the request to bill to the insurance, there were no inquiries about any additional billing options, we proceeded with the order as it was received. As a courtesy we filed the claim unaware of how it will be processed. Since there was less coverage on this test the patient has more of a responsibility. As an Out of Network Lab, we do not practice unethical tactics as it is a priority to provide the patients the results they need to improve their condition. On the order form the patient acknowledged that she would be "responsible for payment if the insurance company denies the payment for any reason." We understand that it can be frustrating when claims are not processed the same as previous claims. DSL does not determine claim coverage, and we are not contracted. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21710370
  
  I am rejecting this response because:

  As an OON lab I get that you can do whatever you want. That's the point I'm making you COULD let the customer know "We will keep whatever your insurance pays us and still make you pay the cash price or the difference in the price we choose to bill if they don't pay what we think is appropriate. We recommend you bill your insurance yourself as we can provide you with an invoice and receipt at your request." You COULD offer that to your customers but you choose not to. You could be more transparent but choose not to be. You could offer a one time pardon for misunderstandings and miscommunication (made on your part by your cs rep) but you are CHOOSING not to. You might not call that unethical but it doesn't leave a positive impression of your company or desire to use your services again. So call it whatever you want but it's not good business practice at all. You are okay with losing a repeat customer rather than giving me back what my insurance company paid you.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/24/2024

  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.

  My doctor recommended this test they cost 559 dollars. She said if its not covered by my insurance we can go another route. I treat a chronic illness and its very expensive. I have to be careful. I called this company twice the week I sent in my sample to make sure that they would process my insurance. I had altered the requisition and put in exactly what they said. The rep said if anything was wrong they would call me. No calls. I can prove this with my phone records if needed. The test was done and charged to the doctors office who I have to pay. This seems unethical They were not honest to me And if someone made a mistake, own up to it and make it right. Dont tell a client they can use insurance if they cant due a doctor not being registered. As I said , there were options other than you I could have used that were covered under other doctors.

  Business Response

  Date: 04/30/2024

  Diagnostic Solutions Lab received an altered order form from the patient. Forms that are completed by the provider office should not be altered in any way, because it is an official order form. A email which is attached was sent to the ordering providers office to confirm if this order should be processed through the insurance or if the patient was set to pay the provider. Per the email received from the providers office the patient was to pay the office directly. DSL proceeded with the order as confirmed by the ordering provider. The patient did not and has not paid DSL directly and they would need to follow up with the ordering provider regarding any payments made to the office. 

• Initial Complaint

  Date:10/27/2023

  Type:Product 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.

  My naturopath, *************************************** ordered stool testing to better understand the complications of my SIBO diagnosis. On March 31, 2023, I began several conversations with Diagnostic Solutions, my naturopath and my insurance carrier, ************** Advantage plan through the ***********, for payment purposes. Several conversations over the next 3 days where my insurance company said they would cover but Diagnostic Solutions (DS) would not bill them because I am not in a strictly ******** plan. My medical MD also offered to use her name as the naturopath might not be accepted but DS also turned that down. I was finally told by DS that I should pay the $453 for the test and I could then submit my bill to *****. ***** worked with me and asked to have someone from DS call them to straighten this out but DS would not call *****. Since my stool sample was time limited, I agreed to pay the $453 out of pocket with the understanding that I would be reimbursed. That did not happen. I submitted my claim to ***** showing what had been paid. This summer I found out that Aetna paid $92.90 to DS to cover the ******** accepted amount. DS is sending me a check for the amount ($92.90) that they received from the insurance *** I am most unhappy that DS will not refund my money since they had received the ******** amount from my insurance *** and I have told them I will be filing this claim with BBB. Any help you can give me to retrieve the balance of the money would be most appreciated, thank you, ***************************

  Business Response

  Date: 05/15/2024

  Per the complaint the provider who originally ordered this test was Naturopathic provider which is not a degree that is covered by ********* In addition to having a non-covered provider order this testing the patient also has a ******** Advantage Policy which DSL does not except for claims filing to the insurance. The patient was notified that she could cancel the sample if she did not want to proceed with this elective test for the discounted cash rate. It is stated on DSL's website that we do not file claims to select ******** advantage plans and we also provider receipts for records only and not for submission to the insurance. As an out of network non-contracted independent lab, we work with insurance in a limited compacity. Although, this patient was advised that her receipt was for records only, she proceeded to submit the records only receipt to the insurance and it was processed bases on Aetna ******** reimbursement rate for contracted providers. DSL does not owe this patient any refund as she elected to continue testing for this elective, cash only test with no option to file with the insurance. DSL only accepts orders from Providers who are registered with DSL to order lab testing, any provider not registered is prohibited from ordering this test.