Complaints

This profile includes complaints for Molecular Testing Labs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Molecular Testing Labs

  14401 SE 1st St Vancouver, WA 98684-3503

• 

  Molecular Testing Labs

  1475 S Tyrell Ln Boise, ID 83706-4044

• 

  Molecular Testing Labs

  PO Box 84770 Seattle, WA 98124

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:01/30/2023

  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.

  In November 2022, I received a bill from Molecular Testing Labs as a result of an online PReP providers testing. I paid the bill and moved on, not opting in for a refill on the prescription so no more testing necessary. Then I received another bill for $99 and I reached out for more information. I later received a call back from a "Support specialist" who informed me the company had a billing error back in September of 2021, and somehow I have three accounts with them open when I have used their services through the same company the entire time. When I asked to speak to a manager, the woman on the phone chuckled and said "Lol supervisor" and passed the phone over to her trainer who explained they messed up on billing, and now felt like I owed them for a year old ********** had never been notified of. Fast forward to now, January 2023, I am trying to dispute the bill with them again, and their website is now marked as "spamware/badware" by ****** stating that it has caused harm to other's computer's, and they have no other online presence besides LinkedIn. Even when I originally filed a contact me request, they would not communicate in any written response, only over a call.

  Business Response

  Date: 01/31/2023

  Dear BBB Northwest,
  
  This correspondence is in response to your incoming message we received on January 30, 2023, Compliant ID: ********. Our documentation shows a different story than has been reported by this individual in their complaint. I will outline the situation below, but many of the specific points may be generalized in order to maintain the security of Protected Health Information (PHI) and Personally Identifiable Information (PII) as required by the **************** Portability and Accountability Act (HIPAA). 
  
  The customer complaint about the insurance and billing in this report is not accurate. The customer called and left a voicemail on Friday, 12/16/22, regarding an outstanding balance. A **************** Representative called back on Monday, 12/19/22, and spoke with the customer detailing a prior balance of $99 which had been paid, but there were two additional charges with a current outstanding balance of $99. When the customer asked to speak with a manager to dispute the charge, the call was disconnected during the transfer. Our **************** Representative promptly called the customer back and left a voicemail to further discuss his balance. We have not heard back from the customer since that call on 12/19/22. The customer has had multiple uses of our laboratory services and the current outstanding balance is for services provided.  A total of fourteen (14) statements have been mailed to the customer notifying them of the current outstanding balance.
  
  The customers detail regarding the Molecular website is accurate. Our website had been incorrectly flagged by ****** as having malware. Our IT department has implemented additional security measures and is working with ****** to lift this warning.
  
  Molecular is a compliant company and goes to great lengths to follow all applicable state and federal laws. We are licensed in all 50 states and maintain accreditation with the ******* of American Pathologists (CAP). A visit to our website at www.moleculartestinglabs.com will show the diversity of our services and our focus on development of leading-edge healthcare solutions.
  
  In conclusion, Molecular has a sterling reputation and will do whatever is necessary to protect itself from unfounded allegations and charges as are contained in this complaint. Molecular believes we were improperly named in this complaint.  I am providing my contact information below.  The complainant is welcome to contact me with any questions or concerns.  The Molecular billing customer service team can easily resolve these types of concerns and questions.  They can be contacted at (855)-MTL-LABS or **************.
  
  Best Regards,
  ***************************
  Compliance, Ethics and Privacy Manager
  Molecular Testing Labs
  ************
  *****************************************

  Customer Answer

  Date: 02/01/2023

   
  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.
  
  Sincerely,
  
  *******************************