Complaints

This profile includes complaints for Clinical Laboratories of Hawaii, LLP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Clinical Laboratories of Hawaii, LLP has 45 locations, listed below.

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• 

  Clinical Laboratories of Hawaii, LLP

  33 Lanihuli St Hilo, HI 96720-4142

• 

  Clinical Laboratories of Hawaii, LLP

  550 Paiea St Ste 210 Honolulu, HI 96819-1837

• 

  Clinical Laboratories of Hawaii, LLP

  1441 Kapiolani Blvd Ste 609 Honolulu, HI 96814-4403

• 

  Clinical Laboratories of Hawaii, LLP

  1100 Ward Ave Ste 700 Honolulu, HI 96814-1617

• 

  Clinical Laboratories of Hawaii, LLP

  1401 S Beretania St Ste 103 Honolulu, HI 96814-1871

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:01/07/2025

  Type:Order Issues
  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.

  I was seen by a ********/******* network provider, who used CLH for lab services. CLH is refusing to ********************* and wants me to pay entire bill.

  Business Response

  Date: 01/13/2025

  We are looking into the patient's complaint and will be reaching out to him directly via phone.  We believe that there may have been an issue with his claim not having been filed with his primary insurance carrier.  At the time of service, the insurance information that was provided to us only included his HNFS-Tricare insurance.  A wider review of all encounters with this patient revealed that he has ******** as his primary insurance, and HNFS-Tricare as a secondary insurance.

  We will be reaching out to inform him of our findings and to notify him that we will file a claim with ********.

  Thank you

  Customer Answer

  Date: 01/13/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:11/18/2023

  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.

  Outpatient lab work done at Clinical Laboratories in ********, ** on 6/02/2023. **** was received by mail for a total of $312. Although Clinical Laboratories had my insurance information (***), because they incorrectly assumed that *** was not my primary insurance, they said I was responsible for paying the entire amount out of pocket. I submitted payment by credit card. Afterwards when I called my insurance (***), they said the lab work was covered and they would update the account so that ********************************************* can make the adjustment. Subsequently, upon calling, Clinical Laboratories billing office said a refund check would be mailed within a month. Since then, three months has passed. Repeatedly phone calls have been made to Clinical Laboratories billing office and each time, they say the check is being processed, please call back after few more weeks. We are tired of waiting and calling for our refund check.

  Business Response

  Date: 11/20/2023

  Hello,

  Thank you for reaching out to us via the BBB.  I apologize for the confusion regarding your insurance coverage and have reached out to our billing manager, ***************************, for assistance with your invoice.  She will be contacting you within the next 48 hours to assist you.  If you would like to reach out to her directly, please contact her at *************, or **********************************************************.

  Mahalo,

  *******

• Initial Complaint

  Date:06/09/2023

  Type:Billing Issues
  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.

  -12/23/22 My doctor submitted lab test to Clinical Labs of Hawaii with an incorrect ICD10 Code. I was billed $101 for the lab work.-1/13/23 I paid $101 for the billed lab work while my doctor resubmitted the claim with the correct ICD10 code.-4/12/23 Spoke to Ouie with Clinical Labs. She said the payment from my insurance company has been received, but it needs to be processed. They will send my case to the refunds department when the payment from my insurance company is processed. I should receive the refund check by the third week of May.-5/1/23 Spoke to ***** with Clinical Labs. Refunds are not automatically forwarded to the refunds department. I need to request the refund for them to process it. She submitted my request.-5/17/23 Spoke to *** with Clinical Labs. The one person in charge of refunds is not in. They will contact me when they find out the status of my refund from the refunds employee.-5/18/23 Spoke to *** with Clinical Labs. My check will be mailed out on 5/26/23.-6/6/23 Spoke to ***** with Clinical Labs. Refund check was generated but can't tell me when it was mailed out. Will call back when she finds out when it was mailed.-6/8/23 Spoke to *****. Refund check didn't get printed. She's not sure why it was not processed. Refund checks are printed once a month. I'll have to wait until next month to receive my refund.I just want my money back. I'm tired of prompting Clinical Labs to refund money that is rightfully mine. I keep getting different excuses everytime I call. I understand that Clinical Labs only has one person working on their refunds, but their inability or lack of incentive to hire additional employees shouldn't be an excuse as to why they can't refund their clients in a timely manner. Looking through the complaints on the BBB website, this has been an ongoing issue with Clinical Labs since January 2022.

  Business Response

  Date: 06/19/2023

  Hello **************,
  Thank you for bringing your concerns to our attention.  I apologize for the delay in your refund.  You will be contacted by our Billing Manager, ***************************, within the next 48 hours.  If for any reason she is unable to reach you, please contact her directly at ********************************************* or *************.  We appreciate the opportunity to correct this matter.
  Mahalo,
  ************;
  

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  This business finally resolved my issue.  Thank  you for your help.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  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.

  After an office visit to **************** at ************************* in March, 2022, he sent me to the Clinical Lab location in his office for blood tests. I have HMSA federal plan coverage and have never paid for routine blood tests. I received a bill from Clinical and paid it on 4/23/22 because I knew getting everything straightened out with clinical lab and HMSA would take a while. **** advised me to have the doctor get the clinical lab to refile as they would have paid the bill. He did that, and HMSA paid clinical lab at the beginning of November. Since that time, I have been requesting my money back from clinical lab since they received HMSA reimbursement, but the **** office only sends emails saying they are very busy. After reading the other complaints against clinical lab, most have a similar problem. I would like my $298.00 back since it should be on my account as a credit since HMSA made their payment. So frustrating......

  Business Response

  Date: 12/20/2022

  Hello *******,

  We sincerely apologize for this error and frustration.  Unfortunately, we have had many challenges in our billing department due to staffing but do not use that as an excuse.  We will correct your account.  I will have our Billing Manager, ***************************, reach out to you tomorrow when she returns to resolve this matter.  Thank you for bringing this to our attention.

  ******,

   

  *********************

  Customer Answer

  Date: 12/21/2022

   
  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,
  
  **********************

• Initial Complaint

  Date:11/17/2022

  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.

  We have been dealing with the billing department of Clinical Labs of Hawaii for the last 8 months, extremely frustrated and seeking for justice. In March 2022, my wife went to ********************************************* to process her physical exam for USCIS, immigration process for the second time. Since he has relocated his office, now they only sent patients to Clinical labs to test. On 3/17/2022 she went as she was told, but by the end of it, the staff sent her home without letting her pay for the exams. She waited for an extra 15 mins, then checked to see how much she needed to pay, but the staff told her payment is not needed, then sent her she home. She came home and talked to me right the way, she was confused, and I thought it was strange as well. I have two family members are doctors, and my wife is a lawyer, we are familiar with how clinic and doctors office work within the medical systems in the States. She knew she needed to pay, since this exam is never covered by insurance, and that is common knowledge that the test usually cost about $200 dollars. If she had pay there, it should have been about that price. Unfortunately, this is the second time we had to do the exams within the year. The first time, exact same tests from ********************* Services only charged $ ******, we paid right after the test, which is very normal. But Clinical Labs didnt let her pay right there, and then billed us more than double the price?$422.00!! Seriously? Is this how Clinical labs treat new immigrants, because they think new immigrants wouldnt know?We want to pay for the service that we received, but just not willing to be bullied. Clinical Labs later admit they were in the wrong, and offered us a 50% discount, which we were supposed to pay $211, which we were willing to pay, because the point wasnt to get out for free, just to be treated fairly and correctly. But then they made another mistake and forgot to let us know how to pay for the bill. On our end, we thought we would just wait for another invoice to be sent to us. But after weeks, we received another (the third invoice) invoice for the same amount of $422 dollars. That really push us over the edge, so at this point, after months of dealing with this b.s, we were unwilling to pay $211, which is what we were supposed to pay from the very beginning (Full Price). After another months of back and forth with them, now they request us to pay $422, because their offer/discount was only time limited.

  Business Response

  Date: 11/21/2022

  Hello,

   

  Thank you very much for contacting us.  We sincerely apologize for the confusion and frustration.  Our Billing Manager, ***************************, will be in touch with you shortly or you please feel free to contact her at *************.

  Mahalo,

  *********************

• Initial Complaint

  Date:10/03/2022

  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.

  Clinical Laboratories of Hawaii continues to send invoices for full amounts of bills even though they've filed the same claims through insurance which have been processed and paid by the insurance. Rather than adjusting the invoice to the remaining value, they repeatedly send invoices for the full amount. It's been happening for all 3 members of my family. I just received another invoice for the full amount. After the previous BBB complaint, they responded that they would contact me to fix it. I never received any contact and it wasn't fixed since I just got another invoice.

  Business Response

  Date: 10/04/2022

  Thank you for reaching out to us.  I have copied this message to ***************************, our billing manager.  She will be in touch with you shortly to help resolve this matter.  We do apologize for this inconvenience.  Due to unprecedented staffing shortages, we are not yet quite caught up with normal billing reconciliations but are working on it.  We appreciate your patience and understanding.

  Mahalo,

  *******

• Initial Complaint

  Date:08/24/2022

  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.

  Clinical Laboratories of Hawaii continues to send invoices for full amounts of bills even though they've filed the same claims through insurance which have been processed and paid by the insurance. Rather than adjusting the invoice to the remaining value, they repeatedly send invoices for the full amount. It's been happening for all 3 members of my family.

  Business Response

  Date: 08/26/2022

  Hello ****************,

   

  Thank you for contacting us.  I have copied your message to ***** **** Ako and ***************************, they will contact you to help resolve this matter as soon as possible. We apologize for the delay in payment processing and any frustration this may have caused you.

   

  Sincerely,

  *********************

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  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.

  Clinical Labs of Hawaii billed me $387 for a visit on 1/14/2022. My insurance adjusted the claim on 1/27/22, and I only owe $39.20. They sent me a **** on 6/20/22 for the full amount ($387). I've emailed them, called them, left a message. They have not be in contact with me.

  Business Response

  Date: 08/01/2022

  Aloha,

   

  Thank you for contacting us.  We sincerely apologize for the delay in our response to your billing inquiry and any frustration this has caused.  We will contact you directly to help resolve this matter.  I have copied this message to our CFO, ***** **** Ako, and Billing Manager, ***************************, for assistance. 

  Thank you,

  *******

  Customer Answer

  Date: 08/01/2022

   
  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,
  
  ***********************