ComplaintsforAny Lab Test Now

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I SETUP A APPOINTMENT FOR MY SON AND HIS CHILD. I PAID FOR IT AND PROVIDED MY ***** ADDRESS ONLINE. THE TEST WAS COMPLETED AND HE DID NOT MAKE ANY CHANGES TO PAPER WORK WHEN HE WAS THERE. HE WAS ADVISED TO WAIT A WEEK. WEEK PASSED I CALLED THEY STATED DNA DIAGNOSTIC WAS RUNNING BEHIND. SECOND WEEK NO ONE IS GIVING A CLEAR ANSWER TO WHAT IS GOING ON WITH RESULTS. I CALLED MULTIPLE TIMES AND WAS ADVISED A MEDICAL ASSISTANT WOULD RETURN CALL AFTER THEY TOOK DOWN PERSONAL INFO. CALLED AGAIN LONG HOLDS OR DISCONNECTED. I KEPT CALLING AND NO ANSWER. ON MAY 3, 2024 AFTER CALLING I WAS ON THE ***** WITH CALL CENTER WITH MY SON I GO IN THE WHITE LADY IS JUST SITTING THERE AS THE ***** IS GOING TO VOIC*****. SHE THEN STATED I NEEDED A RELEASE FORM OR MY SON NEEDED TO CALL UP THERE. WHICH WE HAVE BEEN TRYING TO DO FOR WEEKS BUT IT CONTINUES TO GO TO VOIC*****. THE ***** WAS PUT ON APPLICATION WHICH THE RESULTS WERENT SENT TO. SHE CAUGHT A ATTITUDE BEFORE I COULD. SHE WAS VERY UNPROFESSIONAL. AS I AM LEAVING TELLING THEM THEY NEED TO DO BETTER AND SHES NOT DOING HER JOB. SHE CAME TO THE DOOR TOLD ME NOT TO COME BACK AND LOCKED THE DOOR DURING BUSINESS HOURS AS I WAS STILL ON THE ***** WITH THE CALL CENTER. MY SON CAME UP THERE WITHOUT ANY WORDS SPOKEN SHE GOT UP AND IMMEDIATELY LOCKED THE DOOR AND RAN TO THE BACK THIS IS STILL DURING BUSINESS HOURS. SO HOW IS HE SUPPOSE TO GET RESULTS. ITS BEEN ALMOST A MONTH! PLEASE DO NOT WASTE YOUR TIME BOOKING A ANYTIME OF TESTING WITH THIS COMPANY. I FILED A COMPLAINT. ***************************** MYSELF AND MY SON *******************************!!! FROM THE OTHER REVIEWS IT SEEMS LIKE SHE PLAYS VICTIM OF FEELING SO CALLED INTIMATED SO SHE CAN DENY TO ASSIST YOU WITH A SERVICE YOU PAID FOR. !!!! BOOK A APPOINTMENT ELSE WHERE. FALSE ADVERTISING OF RECEIVING RESULTS BACK IN 24 to 72 HOURS LIKE THE WEBSITE STATES. POOR CUSTOMER SERVICE I HAVE YET TO BE CONTACTED BY ANYONE REGARDING THIS MATTER.

  Business response

  05/08/2024

  We are obligated to protect the privacy of our customers (patients).  Even though Ms. ****** paid for the test in question, the actual patient is her adult son, not her.  We cannot discuss anything about his testing with her without written consent from him to do so, which we do not have.  With that said, I am limited on my response to this complaint because of patient confidentiality laws.  **************** was informed of this by two different staff members, yet continued to push for information.  We contacted her son about a week after we had collected the specimens for testing and informed him of a delay.  We also attempted to contact him on May 3rd to notify him of an issue with his test, but as of now have not heard back from him.  On May 3rd, **************** came to the facility requesting information.  She was informed that we cannot give her information.  She kept going in an out of the facility, disrupting our staff from serving other customers which is why she was asked to not come back in as there was nothing more that we could offer to her.  It states on our website that most of our tests do result within 24 to 72 hours, but not the test that her son was having done.  No one told her or him to expect test results in 24 to 72 hours.   His type of test takes 5 to 7 days business days to get results back.  We do not have test results at this time due to an issue that occurred with his specimen, which is why we attempted to contact him on May 3rd.  If we had test results, we would have emailed the results to the email on his consent form as he gave consent to do so.  He did not give us consent to discuss details of the testing or issues with the testing with ****************.  And even though she paid for the test, that does not give her the right to his protected information.  We protect the confidentiality of all of our patients, even when threatened with complaints like this.  We are required by law to do so.  

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