Complaints

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:06/27/2023

  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 May 22, 2023 ***************************************, who works for **********, came to do an at home covid testing for my sister, 4 year old niece and myself. She stated that she needed to take pictures of our ID and insurance cards. She did nose swabs on my sister and niece and I spit saliva in a vile. She then had to videocall a doctor for verification because the doctor had to see the patient and sent our information to them. Each time it was a different doctor. They collected our contact information and stated that they would email our results. My sister and niece received theirs within the week. I never received mine. I had been trying to reach out the the email ********** had provided via ******** messenger. I then received the text that they would send the results but still nothing. It is now June 27th, 2023 and I still havent heard anything from ********** or *********** regarding my results. I called June 26th, 2023 to verify if it was a legit business and was given the runaround. After finally getting to someone via a ****** voice number they then hung up on me and sent me a text to call the doctor for results. I called the number provided in the text and they verified my name, the date I was tested and my email address. The woman stated that she would email me the results right away. Still nothing. I looked at reviews of this company and clearly they are known for scamming and I believe that I have become their next victim. I just want the copies of my ID and insurance card removed from this company though I fear it may be too late.

  Business Response

  Date: 07/14/2023

  We acknowledge receipt of the complaint regarding the non-receipt of the test result for the complainant. Although the letter from your office is dated 6/30/2023, we only received this complaint via mail on July 11, 2023. We apologize for the late response.
  
  We appreciate the opportunity to respond and would like to offer an explanation for what transpired.
  
  We will address the remarks based on the actual complainant statement below:
  
  On May 22, 2023, ***************************************, who works for **********, came to do an at-home COVID testing for my sister, 4-year-old niece, and myself. She stated that she needed to take pictures of our IDs and insurance cards. She did nose swabs on my sister and niece, and I spit saliva into a vial. She then had to video call a "doctor" for verification because the doctor had to see the patient and sent our information to them. Each time it was a different doctor."
  
  Our response: The doctor mentioned here is a Telemedicine Practitioner who assists us in providing medical assessments to our patients. Medical services covered by insurance require patients to provide valid documentation such as an insurance ID. Additionally, we would like to clarify that, similar to other legitimate medical laboratory facilities, services requiring insurance coverage necessitate the submission of verifiable documentation, such as a valid insurance ID, as a standard procedure. US Medical Labs documents these records using a HIPAA-compliant web-based application solely for the purpose of claims reimbursement.
  
  They collected our contact information and stated that they would email our results. My sister and niece received theirs within the week. I never received mine. I had been trying to reach out via the email ********** had provided via ******** Messenger.
  
  Our response: Upon investigation, we have noted that an error in the barcode scanner rendered the barcode unscannable. Our laboratory personnel use barcodes to identify which test belongs to a patient, and this information is referenced through our web-based app. However, since the barcode on the vial could not be reconciled in our system, the test result was not released as per protocol. Furthermore, once the barcode sticker readability issue was resolved, we promptly rectified the situation and effectively delivered the test results to the complainant.
  
  I then received a text that they would send the results but still nothing. It is now June 27th, 2023, and I still havent heard anything from ********** or *********** regarding my results. I called on June 26th, 2023, to verify if it was a legit business and was given the runaround. After finally getting to someone via a ****** Voice number, they then hung up on me and sent me a text to call the doctor for results.
  
  Our response: We would like to emphasize that US Medical Lab is a legitimate and reputable institution. We are duly licensed with the State of ******** and with the **** Our CLIA number is 14D2242634 and can be verified through the CDCs website: ***************************************
  
  It is important to note that any reviews or reports the complainant may have come across online are unverified, and therefore, we are unable to provide additional comments until they have been properly verified and thoroughly investigated.
  
  I called the number provided in the text, and they verified my name, the date I was tested, and my email address. The woman stated that she would email me the results right away. Still nothing. I looked at reviews of this company, and clearly, they are known for scamming, and I believe that I have become their next victim. I just want the copies of my ID and insurance card removed from this company, though I fear it may be too late.
  
  Our response: We apologize to the patient and take full responsibility for the delay in releasing the test result to the patient. We have taken necessary steps to address the incident. We would like to inform the BBB that our website provides comprehensive information regarding our contact channels, including the physical location of our laboratory, which is currently operational.
  The fact that the complainant mentioned the test results were released for her sister and niece, and eventually to the complainant, proves that the service was completed as intended. The delay in the result does not indicate any fraudulent activity.
  
  Finally, we would like to reiterate that US Medical Lab is a legitimate and reputable institution. It is important to note that any reviews or reports the complainant may have come across online are unverified, and therefore, we are unable to provide additional comments until they have been properly verified and thoroughly investigated.
  
  We have taken note of the complainant's request, and we assure all parties involved that we have removed all copies of the patient information as requested. We strongly emphasize that US Medical Labs has no purpose for retaining identification documents other than to validate a patient's identity and insurance information.
  
  Thank you again for giving US Medical Labs the privilege of addressing these allegations and working towards fair and transparent communication across all concerned parties.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20241843
  
  I am rejecting this response because:
    I still havent received test results. When I called the numbers provided on ****** (************** and **************)they verified that these were *********** number and that they did not have any record of me having a covid test. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/24/2023

  Dear **************,
  
  We apologize if you have not received your test results, but we have verified that your test results have been released previously to the email we have on file ******************* Please check your Spam or Other Inbox to confirm.
  
  Due to HIPAA law we are unable to attach your test results in this thread as proof. 
  
  We have asked our Telehealth manager to get a hold you today but it seems like your phone was left unattended. 
  
  If you have an alternative email please let us know and we can send it there.
  
  We remain attentive to your needs.
  
  
  
  
  
  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20241843
  
  I am rejecting this response because:
  
  It is a shame how all of a sudden test results were found and linked to my name 2 months later. After I have been reaching out continuously in a timely fashion since May no one could give me any ************ since I have made this report on the BBB results were generated and sent to my email with no problem. I dont believe that they actually ran my saliva but they are trying to pacifier me by sending me something to close this complaint. I would request another test but I dont want anything to do with this company. 
  

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

  Business Response

  Date: 07/24/2023

  Dear **************, 
  
  We understand that you are disappointed that you did not receive an update or resolution to your query last May 2023 to which we sincerely apologize, like what we have mentioned, your result was available however due to a problem with the barcode attached to the vial, we were not able to release the results until we have ascertained that the test indeed belonged to you, we do this in order to protect your privacy.
  
  We respectfully refute your claim that US Medical Labs "did not run your test". This is simply not the case as proven in this screenshot of the laboratory equipment that handles specimen analysis. 
  
  Your test barcode LTNU_ _(last 2 digits masked for your privacy)  is seen here as received. Note that the other barcodes were blurred for patient confidentiality. This PCR machine registers barcodes as it is received physically which proves that the specimen was indeed received and processed in our laboratory.
  
  ************** we gladly welcome the opportunity for dialogue and resolution on this matter. Should you require another test, US Medical Labs is here for you. Again we have tried to reach out to you via your phone but have not been able to connect.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20241843
  
  I am rejecting this response because:

  My phone number and voicemail is active and set up. If your company tried to reach out to me and did not get an answer they had the opportunity to leave a detailed voicemail, as an accredited company would normally do. I did not receive a call from any of the phone numbers that are listed from my previous response nor any calls from the number on my alleged results that were emailed. Furthermore, I am rejecting this response because your company failed to fulfill the services required in a timely fashion. I continuously reached out to get a response and your company kept giving me the run around. This caused me to seek services elsewhere so that I can receive the paperwork that I required. Your employee, ***************************************, was also nonchalant about assisting me which forced me to address this issue through the Better Business Bureau. Since I did not receive my services in a timely fashion and your company failed to provide professional services in a timely fashion, I should be relieved from all costs pertaining to this current case on May 22, 2023 for compensation. Your company allowed two months to pass before you acted on this situation and the only reason that you all are acting now is because I have escalated this situation. I have reported your company to my insurance company as fraud. 
  

  Also your company claims that due to HIPPA law you could not publicly release my results however you all CC another email address in the email containing my personal information. I have attached a screenshot for your recollection.

  As I stated in my previous response I do not trust your company to provide any future services for me being that they could not handle the initial service. I would never have any further dealings with this company because you portrayed client trust to carry out a simple task.

  Yes I received a email from MMM lab however the screenshot of the results look fake and I do not accept them. 

  I feel as if at this point we should both cut our losses on this situation. If we cant do that, I am willing to take legal measures to resolve this issue. 
  
  Sincerely,
  
  *****************************