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:01/23/2025

  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.

  I Thought lab finder was a Lab provider like ***** that helps you make appointments.. they Charged me $55 which i thought was a holding fee for any labs that my insurance did not cover. Turns out they were a company that write scripts for people who needs labs. I already had a script for labs from my doctor, and when lab finder called me to find out what labs i needed i explained i already had a script and did not need me to write them. so after i asked for a refund they told me no they must have had a script written to cover them. they never provided me with a script on that day or ever. My bank issued me a refund and them turned around and took the money back because lab finder provided them with a fake script which i think is a violation of HIPPA

  Business Response

  Date: 04/25/2025

  Attached booking flow screenshots above that makes it very clear telehealth is being opted in to. These screenshots are from a test appointment not related to this patient or any patient.

   

  Thank you for taking the time to share your feedback. Were sorry to hear about your experience and would like to provide some clarification.
  LabFinder is not a lab testing facility like Quest Diagnostics but rather a platform that helps patients book lab appointments and, when necessary, provides access to telehealth services to obtain lab test requisitions (scripts). This is clearly stated at multiple points during the booking process, including in the terms of service and booking confirmation screens, where patients are asked to agree to and acknowledge the use of telehealth.
  In your case, the $55 fee was associated with the telehealth service, which is made available to patients who require a physician's order for lab work. While we understand that you had a script from your own provider, your appointment was booked through our platform opting into the standard telehealth workflow and processed through the standard workflow for telehealth review and script generation. This is necessary for compliance and liability purposes and ensures that patients receive proper medical oversight.
  Regarding your request for a refund, we investigated your claim and found that a script was indeed generated and logged in our system as part of the telehealth consultation. It is important to note that the telehealth physician review and script issuance (even if not directly delivered to you due to redundancy) constitutes a rendered medical service.
  We want to assure you that LabFinder adheres to all ***** regulations. The documentation submitted to your bank to verify the services rendered was authentic and compliant with medical record standards.
  We value transparency and customer satisfaction and regret any confusion you may have experienced. If you feel that any part of your interaction was unclear or unsatisfactory, we welcome the opportunity to further discuss your case and resolve any outstanding concerns.
  Sincerely,
  LabFinder Support Team

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****