Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/04/2024
Type: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 received a call today from a collection agency telling me I had an outstanding bill of over $400, from Diagnostic Laboratory Services. The bill was from Dec 19, 2022. The agent reported that bill had been mailed to me more than once. I have never received these bills. The agent was unable to tell me who ordered the tests or where they were performed. In reviewing my medical 'portal' I see no tests ordered for that time. The agent was very aggressive about wanting a credit card or debit card #.I do not pay invoices that I have not read. I have an excellent credit rating and the agent said she would give me a 24 hour grace ****** and give me a call again tomorrow. How do I get a copy of the invoice to know if it is legitimate?If Diagnostic Labs has it, I need to see it before I agreed to pay.
Business Response
Date: 03/05/2024
****************,
Mahalo for your feedback and for bringing this issue to our attention. Your concern about this call is well founded and after some research we can confirm it is a scam. We commend you for your diligence about not providing your financial information to this caller who was posing as one of our representatives. You do not owe anything to Diagnostic Laboratory Services. We regret that you had to deal with this call and wish there were something we could do to ensure that it doesnt happen again. Unfortunately,these bad actors are outside of our control.Initial Complaint
Date:03/02/2024
Type: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.
In December of 2021 I had labs completed with DLS at the time I presented my current health insurance card of HMAA. I had moved jobs that September and so my health care with HMSA ended in August of 2021. After the labs were completed I paid my bill on 2/15/2022 for $8.08. Jump to September of ************************************* the mail for services rendered in December of 2021. I called DLS to complain because firstly I never received any notice advising me of an additional charge if applicable and I didn't understand why I was being billed for something I already paid for. Jump to a phone call with one of the representatives who advised that HMAA had retracted their payment claiming that HMSA was my primary caregiver. Which I said that is ridiculous because my employer at the time didn't offer HMSA. Long story short I spent days and hours going back and forth with HMSA, HMAA and DLS. Only to be told by DLS that I needed to call HMAA and ask them to allow repayment because the window to file had closed and to please understand that they did nothing wrong and did what they were told. Which I responded with that was not my fault I also did everything I was supposed I gave you the correct insurance card and paid my fee. They eventually agreed to call on my behalf and that they would call me by November of 2023 if there was an issue because I had 60 days to dispute with the collections agency. I never got a call back and assumed it was resolved jump to today and I have a collection bill that has since gone up to $169.47 because I never disputed it last November. This is ridiculous I politely tried to work this out with DLS HMSA and HMAA and got no notice that there was still and issue. I also am not receiving paper bills from DLS and I can't reset my password to login. This is horrible service and my creditscore is being impacted for their mistake not mine!! I am happy to pay what I owe for services but nothing more.Business Response
Date: 03/08/2024
Mahalo for your feedback and we apologize for the challenges that your experience imposed. Our dedicated billing team strives to provide the best service and support to all of our patients.
We are sorry that we have not met your service expectations and will be reaching out to you directly. Your honest comments have helped us to evaluate our process and improve it for future patients.Initial Complaint
Date:02/02/2023
Type: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.
This lab service provider asked me my home address every single time I came in for labs. They would soend extra time entering my updated address into their system but proceeded to send my bill to the wrong address and then sent my name to a collections firm. They then took the payment I paid collections and the payment my insurance paid them once they finally got the address right. They then dragged out reimbursement and said they sent the check to the wrong address and would *** it and send to the correct one. It has been nearly 5 months and I still have no reimbursement. Payment was more than $150. I would like my reimbursement and have the emails to show they sent it to the wrong address (again). They are not competent to track lab results and their system is horrible.Business Response
Date: 02/13/2023
****** for taking the time to leave this review and bring this issue to our attention. We apologize that your experience was not typical of the service we strive to provide. Because of your feedback, we were able to identify some internal process improvements that have now been deployed throughout DLS. The problem you experienced was an unfortunate combination of digital and human error.The staff member that you interacted with, and their teammates have reviewed the issue and are being coached on how to better handle such occurrences. We are glad that we were able to discuss the problem with you over the phone,confirm the details of your refund and make the necessary changes to help ensure that this specific issue does not happen again. Should you have any other questions or concerns, please feel free to reach out to us. Mahalo.Customer Answer
Date: 02/13/2023
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.i received a call and a check. Thank you so much for assisting.
Sincerely,
***********************************Initial Complaint
Date:10/25/2022
Type: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.
March 18, 2022 - Laboratory tests ordered by **********************, ****** Endocrinology. - Tests administered by Diagnostic Laboratory.April 23, 2022 - Received bill from Diagnostic Laboratory for tests performed ($50.55). Communications with ****** Clinic and Diagnostic Laboratory to clarify charges proved fruitless, monthly billing continued. October 13, 2022 - ************* **** a debt collector, required information to collect the debt.Laboratory tests are ordered every three months. ******** and HMSA have provided for these charges. Since these tests are mandatory, this problem will persist.Business Response
Date: 10/31/2022
Per our review of the account, it was billed correctly based on the information provided to us. Receiving feedback through the Better Business Bureau gave us another opportunity to discuss the account with the ordering provider. We were able to receive additional support for rebilling it to the insurance company, which should address the bill in question and future accounts like it.
We also thoroughly discussed the account with the patient. It is our understanding that he is now aware of the billing process we followed and he is ultimately satisfied with how the account was reprocessed for payment (from his insurance company). We apologize for the inconvenience caused here. If there are any remaining concerns, then we would be more than happy to discuss those with him.Customer Answer
Date: 11/01/2022
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,
***********************
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