Life Line Screening

Additional Notes

Complaint: Not sure how this company obtained my name & address. I have written 5 times to the address on the flyer (Park Center Plaza II, 6150 Oak Tree Blvd., Independence, OH 44131) asking that they remove my name & address from their database. I do not wish to receive unsolicited mail from them. Also, I do not wish them to provide anyone my name & address. How do I get them to stop. The heading of the last letter they included with their flyers uses the name of the screening location. The last address on the letter I received is for Sierra 2 Center Sacramento.

Desired Settlement: I would like to be removed from their database completely and not receive any communication from them. I also want to be assured they are not providing my information to anyone as they do not have permission to do so.

Business Response:

Thank you for contacting Life Line Screening, we have removed her from our database where her information will not be shared with anyone. We have also sent a request to our rescreening mail vendor and ask them to put her on the DO NOT MAIL LIST. Please note that she might receive one more mailing from us before it is all cleared out

Thanks and asorry for the inconvenience

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I had a Life Line study done on 2/20/13 and received the results by mail: they were incomplete and some were incorrect. The EKG was incomplete (only 6 leads present; this was not explained to me, the interpretation was incorrect) it said I had Atrial Fibrillation/Flutter which were clearly not present, it mentioned abnormal q-t intervals which were affected by tall tented t-waves - indicative of abnormal potassium - not mentioned. If a history of AF was not mentioned a phone call should have been made to me as this is a serious rhythm and the chances of depending on the mail to communicate this is at high risk. The carotid doppler study was scant with no meaningful information - again if the history was negative. Having said this I am of the opinion that the study was over priced and useless. I intend to ask for a refund of my $139.00 and will spend this at a cardiologist for definitive, correct information.

Desired Settlement: I would like a refund for the study and to be removed from their advertising list.

Business Response:

Thank you for contacting Life Line SCreening, It is our screening protocol that if ATrial Fibrillation is detected a phone call is made if there was no history identified by patient on their medical history form. We are checking into the breakdown of this communication. We are processing a refund of the total amount which customer will received in 14 business days.

Thanks again for contacting Life Line Screening

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: For a charge of $159.00, five (5) screening tests were to be administered on 3-19-13. They were to consist of screening tests for: Carotid Artery Disease, Atrial Fibrillation, Abdominal Aortic Aneurysm, Peripheral Arterial Disease, and Osteoporosis.I received four (4) of the above-described screening tests. I did not receive the Osteoporosis test. After attempting to administer this test, the technician advised me it could not be successfully completed. She stated I would receive a refund for this particular test.The technician who attempted to administer the Osteoporosis test did not provide any reason as to why the test could not be performed. She merely said it could not be done and I would be given a refund for this test.After not receiving the promised refund by April 10th, I contacted the merchant by telephone to inquire on the status of the refund. I was told they had attempted to issue a credit to my credit card, but the card had expired. (Should be noted a renewal card had already been issued by Capital One.)The person I spoke to advised me the cost of the Osteoporosis test individually is $35.00, but because I had received the "package pricing" on the several tests, I was entitled to only a $10.00 refund. I told her that was unacceptable, that they were attempting to short-change what I actually was due and expected a refund of $35.00. Without commenting any further, she said a refund would be sent via U.S. Mail and that a customer service representative would be contacting me by telephone. I never received any such phone call. On April 20th, I submitted a written demand for the $35.00 refund via email.The merchant has totally ignored my multiple good faith efforts to secure the refund due me.

Desired Settlement: A refund in the amount of $35.00 --not $10.00-- should be issued to me for the Osteoporosis test which was not performed on 3-19-13, in accordance with the advice given on that date by their representative.

Business Response:

Thanks for contacting Life Line Screening a refund check of $35 will be sent to participant

Thanks again

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.

The stated resolution will be satisfactory to me if and when I am in receipt of the refund of $35.00.  Given this company's past track record, I'll withhold total satisfaction until such time I've actually received the promised refund.

Frankly, given their poor handling of this situation, it's caused me to doubt the accuracy and reliability of the tests they performed.  To be on the safe side, I'm going to have the same screening tests repeated at Loyola University Hospital.

I would never use Lifeline's services again and will recommend friends & family not to use them.

Regards,

****** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: My husband and I have scheduled appointments for April 10th, we have already had our charge card billed for the service and have as yet not had the procedures done.

Desired Settlement: We would like to be billed the day of service, not before.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. When screenings are schedule the participants have 3 options, pay by check or cash the day of the screening, prepaid with a credit card the day the appointment was made, or check by phone the day the appointment was made.The customer provided their credit card the day the appointment was made so it was chard immediately, that is our company policy. If they do not attendthe screening on 04/10/2013 for whatever reason, the full amount will be refunded back to their credit card.

Thanks and please let me know if you need any further information

Consumer Response:

Better Business Bureau:

Regards,

**** *******

The following is direct from their e-mail regarding cancellations.

Business Response:

Thank you for contacting Life Line Screening. I was not aware they were cancelling their appointments and this is no problem at all. We will cancel both appointmets today and refund their credit card

Thanks

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I'm trying to submit a claim to my insurance carrier for the package of scans. Blue Cross requires procedure and diagnosis codes in order to process the claim. I called Life Line, and they could or would not give me these codes.Any reputable health provider should be able to provide these codes.I did not ask them to file any claims, I simply asked for standard codes that are used in the medical industry.With this lack of coopration, Life Line doesn't deserve an A+ rating by the BBB, a C- would be more appropriate.I would never recomend this company due to their refusal to provide these basic codes.

Desired Settlement: I want the Procedure Code and the Diagnosis Code for the procedures that my wife and I paid for and received. Without this basic information, the service that I paid for is not complete.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Life Life Screening is a Prevenatative Medical Screening Company therefore we are exempt from procedures codes or diagnostic codes. These screenings are not ordered by a physician, it is the choice of the individual to take our screenings. Therefore, to be able to retrieve a diagnostic or procedure code the tests would haveto be ordered by a physician and completed at a hospital or doctor's office.

Life Line Screening is a Independent Preventative Screening Provider, and we do not provide diagnositic or procedure codes because we are not performing Diganostic test, these are just PREVENTATIVE screening exams. The receipt that she received at the screening location or when the appointment was made, should have explained that information and gave her our medicare denial code number which is A-9270.

There are however some private insurance companies that do cover Preventative screenings and they would explain that in there insurance clause. The only information they require is our tax id# which is

**********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: Screening event was understaffed and/or overbooked. Wait time was excessive - exceeding 2+ hours. Appointments were not honored with "complainers" being expedited to the head of the list and husbands and wives being tested at the same time even when their appointments were more than an hour apart. The techs were doing the best they could but Life Line Screening overbooked and understaffed the event causing them significant stress. I'm not confident that my test were done as well as they could have been if the technicians were less concerned with shuffling the paperwork, stressed by the negative environment, and having to work through lunch to get ready for the afternoon crowd. The entire event was poorly executed!

Desired Settlement: LLS to provide the results of my tests and refund the costs because of the excessive waiting required.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. I reviewed the circumstances with our team and we were short staffed that day. We do apologize for the inconvenience and we will refund the cost of screenings and provide results

Thanks again

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: My wife and I made appointment for a life line screening. On the morning of the exam my wife who is disabled with Rheumatoid arthritis could not move as a result of an RA flair up. I went to my appointment and advised them that my wife was ill and could not make it. I proceeded with my appointment. I contacted the company today and was told that no refunds are made unless appointments are cancelled 48 hours in advance. Really??? This company makes no allowances for the sick and disabled. Shame on you. So that will be my last scan and I'll make sure that everyone I know understands the true motives behind this company. Also the health risks they take when they go in. My wife could not make her appointment due to her RA, but according to Life Line people are obligated to come to their appointment whether they are contagious or not. Who in the world would stay home knowing they were going to sacrifice $200.00. Great policy for a company who claims they want to help people with potential health issues. It's obvious that these are not really medical people nor are they concerned for the welfare of their clients.

Desired Settlement: REFUND THE FEES.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We will immediately process a refund for Mr. ****'s wife, and again we do apologize and do hope his wife is feeling better

Thanks again

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Life Line Screening is sending unsolicited advertisements to this address.

Desired Settlement: Life Line Screening is expected to permanently remove this address from their records and stop all mailings to this address.Specifically, the Company is expected to update it's records since Mr. **** ** ********* does not reside at this address.Please remove this information from your mailing list and stop all mailings to this address, regardless of the name(s) associated with this address.Thank you very much for your time and attention to this matter.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. I have asked our Marketing department to remove this address from our mailing list. Please be advised that because these mailings are prepared months in advance this customer might receive one more mailing and then he should not receive anymore. We do apologize for the inconvenience.

Thank you

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  Thank you for ensuring that my mailing address was permanently removed from your systems.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: I found the whole experience completely horrible. I bought at a discounted $129.00 price, the "Wellness Package". Three of the satff members were bigots and extremely rude and offensive. The church gym at, Christ Temple Apostilic, 9000 La Riviera,Sac.CA. 95826. There was no sign on the door and the door was not open. My driver had to find it.The clerk didn't give me the Aortic exam, because I had a Aortic dissection surgery, so she is going to credit my debit card. I think at some point they may have switched the real employees with, "prnak", employees from a radio station maybe. They were NOT trained didnot tell me what they were going to do, and were very rude. Th large White woman that did the foot exam, inflicted a lot of pain without telling me what they were doing. It was awful. I will Never, NEVER go back. They behaved as if it wad amusing to harass customers. as a Black older woman, i found it extremely offensive.

Desired Settlement: I want the guilty parties fired. And I want lifeline, to discover if the real employees traded places with some bigots, or some radio station employees for a gag. If they were parties that were switched, the station will be fined and the employees will face legal charges. I want lifeline to place it on the employees permanent record, their behavior. I want them to put a notice of apology at church, and say they were sorry for putting untrained bigots, with mental problems in there.

Business Response: Dear BBB: We are responding to the comment from Marie ******.  To state a summary of the complaint:Ms. ****** states that site was cold and unprofessional.  She also states that she was treated horribly and that the staff treated her poorly, in a rude and “bigoted” manner.  She asked that the staff be fired as a result.  She also stated that she did not receive all of the tests that she paid for. We would like to apologize to Ms. ****** for the state of the site of the screening.  The team called the site the day before to confirm our arrival, and it turned out that the site coordinator had forgotten about the event, so the team was moved into a gym which was not actually suitable for the event.  While this was not our fault, and the team did the best they could to clean up the site, it is true that the site was not what we would want either. We will be providing a refund to Ms. ****** to apologize for this site experience. It is true that Ms. ****** did not receive all the tests she expected.  The team is unable to conduct the AAA test on someone who has already had surgery for an aneurysm. It is not medically appropriate. This was explained to her and her fee was already being refunded for the cost of that test.  We would also like to specifically address the concerns about our staff behaving in a rude or bigoted manner. We take these types of complaints very seriously.  As such, we have not only interviewed the team, but have looked at all customer comments about this event to date. We received multiple written evaluations from our post-event survey and they are overwhelmingly positive.  Therefore, we must refute the statement that our team behaved poorly. In fact, the team was notified that Ms. ****** would be late and waited for her.  All other comments from our customers that day were excellent.  A sampling of the comments is below: My appointment was wonderful. I got there early thinking I would have to wait, but your team got me right in and I was done before my scheduled appointment time. Wonderful...Thanks so much for offering such a good service at such a great price.

 I have already recommended Life Line to friends.  I had a Life Line screening about 4 years ago.  This time all the screeners seemed more thorough and interested in what they were doing.  Also everyone was more cordial including the people I talked with on the phone.   Very pleased!   Well run and friendly, capable people! We are very sorry that this customer felt so negatively about her experience and we apologize for anything we could have done to make it better. Our staff has been advised of this complaint as has the General Manager and they have discussed it and the importance of maintaining the utmost in professionalism at all times. We do not see any reason to fire staff and will not be doing so.   Thank you for the opportunity to respond. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Failure of Life Line Screening to remove my deceased wife from their mailing lists:My wife ***** died in 1987. In January 2009 I moved from MD to PA. shortly thereafter I began receiving mailings addressed to my deceased wife, at my current address. She never lived there, nor did she live at my prior residence, where I lived for about 20 years. I have requested that she be removed from the mailing list on several occasions, but the mailings continue.I want Life Line Screening to provide written proof that my wife has been removed from their mailing list. I further want the contact information of the source that provided them with her name and address, so that I can follow up to ensure that that company is no longer providing her name to other organizations.

Desired Settlement: I want Life Line Screening to provide written proof that my wife has been removed from their mailing list. I further want the contact information of the source that provided them with her name and address, so that I can follow up to ensure that that company is no longer providing her name to other organizations.

Business Response:

Thank you for contacting Life Line Screening we do apologize for the inconvenience we have located the records for his deceased wife and it is being purge from our system. For some reason their were multiple records for her and only one was removed. We have sinced then remove all records and a confirmation letter will be sent to the participant tomorrow explaining the situation.

Once again Thank you for contacting Life Line Screening

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I scheduled and paid $169 for a Health Screening through Life Line Screenings. The service was advertised to be conducted at the Brushy Creek Community Center located at 16318 Great Oaks Drive Round Rock Texas 78681 on June 20th, 2012. When I showed up for my scheduled appointment, there was no Representative from Life Line present. I called Life Line Screenings immediately and was told that they made a decision mid morning to move the Screenings to another location. I received an email notification confirming my appointment, but received no notice about a change of location.

Desired Settlement: I would like a full refund and I would also like consumers to be made aware that this mobile company may not show up for scheduled appointments and communication of location changes are not communicated.

Business Response: Thank you for contacting Life Line Screening we do apologize for the mis communication but our records showed that we tried to call and did not get an answer, so we left a message about the change of location. Our records also indciates that he called in yesterday spoke to a supervisor and was refunded. Once again, thank you for contacting Life Line Screening.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Lifeline did refund my payment after I told them that I was going to file a complaint with the BBB. However, I feel consumers need to be made aware that this particular mobile health screening company has a record of changing locations the day of the screenings and in my case, did not communicate that they made a change. My appointment was made a month in advance and I received several email reminders leading up to it. I find it very unprofessional and I will not use their services in the future.

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

Additional Notes

Complaint: Paid in advance with my Visa. On May 10th I took the Stroke, Vascular, Heart,Rythim with Osteoporosis tests. I was promised to have the results e-mailed to me within 21 days. It is now June 9th and even after four separate phone calls I have received no results. The people on the phone tell me that they will send them, but they dont.

Desired Settlement: Refund or results

Consumer Response:

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. 

From: **** ********** *******************************
Sent: Tuesday, June 12, 2012 10:48 AM
To:*************************
Subject: complaint #*******

Dear, *******:
 
This morning (6/12/2012) I received the results from my tests.  I'm sure I would still be waiting if you had not intervened.  Thank you.  I consider the complaint settled.
 
**** **********

Business Response:

Thank you for contacting Life Line Screening. We do regret that *** ********** did not receive his results but they were indeed emailed to him on 05/21 & again on 06/6/2012. We are sending them by email again today and will call him and follow up that he received them. We are also sending a courtesy copy overnight tp him at the address listed on this complaint.

Once again thanks for contacting Life Line Screening and have a wonderful day

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: I was screened by Life Line Screening on February 16, 2012, at Community Baptist Church, ****** *********, **********. Results of the Carotid Artery Disease Screening, on both sides, on a scale of Normal, Mild, Moderate, Significant was SIGNIFICANT with Plaque Buildup and Blood Flow. Their recommendation was to "Consult My Physician". My physician disagreed with their report by listening to my arteries with a stethoscope but agreed to send me for further testing. My doctor referred me for an Ultra Sound Doppler Exam. The findings were that both arteries were "Normal".Life Line Screening's Report was signed by a Chief Medical Officer and a Vascular Reviewing Physician. I'm extremely skeptical about this company and want to say "buyer beware" to others.

Desired Settlement: No settlement is requested. I am dissatisfied with the inaccuracy and error of Life Line Screening's findings and want others to be cautious when engaging in this service.

Business Response:

Thank you for contacting Life Line Screening regarding a complaint filed by Life Line Screening participant, Ms. ****** ***** 

Our organization provides preventive health screenings for more than 50,000 people each month.  We are deeply concerned when one of our participants is dissatisfied with the service we provide. It is our mission statement to detect the presence of disease in persons who are asymptomatic and do not know they have a problem and refer them back to their primary care physicians for diagnosis, treatment, and follow-up.  We are committed to the health and satisfaction of our customers and regret that our performance has warranted a filing with your office. 

In instances such as this one we do ask that the patient provide documentaion of their physician's report indicating that Life Line Screening's report was incorrect. In the meantime we will pull her films and have our physicians review her information again, but we do need a copy of her physician's radiology report staing that our tests are incorrect.

Please have them fax that report to my attention ********* ****** fax# ###-###-####

Once again Thank you for contacting us.

Have a great day

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Called ###-###-#### to schedule an appt. for May 2nd at the *********, ** location. I was pressued over and over again to schedule additional tests that I did want. The person I spoke to would not take no for an answer. I told him to cancel my appt. Your sales techniques are very unprofessional. I work for a large hospital system and we would never pressure our patients like this. I am very disappointed in your company and now have trust issues regarding your lack of professionalism.

Desired Settlement: Would like a response to my issue from this company.

Business Response:

This is in response to the Customer Service complaint you received from ****** ****.

Our organization provides preventative health screenings for more than 50,000 people each month, and is deeply disappointed in the relatively few cases when our participants are dissatisfied with the service we provide.  We are committed to the health and satisfaction of our customers, and regret that our performance has warranted a filing with your office.  We have researched this client’s record.  Below is our version of the event, and our interpretation of the underlying causes of the client’s dissatisfaction.

Explanation:  Our customer service representatives are trained to educate and to offer our customer's other screenings that may be valuable  and beneficial to them.  It was not that we wanted to pressure Mr. **** and it is unfortunate that it appeared that way to him. We apologize and again, we in no way want to pressure our customer's in purchasing screenings they do not want.  We will speak with and coach the customer service representative that he spoke with when scheduling his appointment.

We appreciate the opportunity to respond to this specific complaint. Understanding these unfortunate cases will help us to eliminate the underlying causes of incidents like it, and provide greater value to our clients in the future.

In the event that additional action or information would be helpful, please advise me directly.

Sincerely,

Consumer Response:

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. 

****** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: When I went for a screening the only paperwork I was given was a credit card receipt. When I submitted this to my health insurance company for reimbursement, they said they needed documentation showing what services were performed and by whom. When I asked lifeline to provide hese documents so I couyld get reimbursed by my insurance company all I got was a run around.

Desired Settlement: Paperwork ahowing what services were performed and by whom

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Unfortunately Life Life Screening preventative screening services are not covered by most insurances. The receipt that was provided to the participant on the day of the screening should have out medicare denial code.

However there are some private insurances that do cover preventative screening and in this case we provide our patients with a itemized receipt which I will be forwarding to this patient today. This is enough for her insurance company to reimbeurse her. It does have our tax id# on it.

Thanks and HAPPY HOLIDAYS

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and need to know how (email or US mail) and when (what date or how long it will take) they will be sending the documents.  Also need to know if the documents they are sending will include a description of what services were performed, the applicable insurance codes for those services and the amount I paid.  I was told by my insurance carrier (Blue Cross/Blue Shield) that this is what I need to submit to them.  Once the business provides this information, I will be able to determine if I am comfortable with their response.

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I had a screening done and subsequently submitted the lifeline receipt to my insurance carrier (Blue Cross)for reimbursement. Blue Cross can not process my claim based on the receipt from lifeline because lifeline failed to include certain required information on the receipt. I have made several attempts to get the missing information from lifeline without sucess. Any help would be apprecited. If you tell me your fax number I can fax you a copy of the BCBS letter if you want to see it. It says I need: Diagnosis Code, Procedure Code, Revenue Code, Units of Service. Please help me get this information from Lifeline. The screening was done on July 29, 2011. The information requested above so it can be submitted to my insurance company. Even if the claim is rejected, the issuance of the Explanation of Benefits (EOB) is all I need. However, Blue Cross will not issue an EOB until all required information is received.

Business Response:

Thank you for contacting Life lIne Screening. Currently Life Line Screening performs preventative screening exams not diagnostic tests which are more detialed and would be ordered by a physician. We perform preventative screenings which which are not order by a physician and therefore we do not provide diagnostic codes.

Diagnostic codes can only be provided for diagnostic tests. Attached is a copy of his receipt which has our medicare denial code. Some private insurances do cover preventative screenings but not medicare. He will need to check with his insurance company to see if there is a preventative clause for preventative screenings, if not these screenings will not be reimbeurse, but if they do have that clause, then he should provide them with a copy of the reciept attached.

Thank you and have a nice day

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: When I received my appt. confirming email, there was a link that displayed a sample result packet. That packet clearly showed that there were blood work results listed from the screening like chloesterol, thyroid function, C-reactive protein included in the report. Also, upon my arrival at the screening site, there was a chart that explained the tests that would be done that day. Included in that chart was a description of blood work procedures and an indication that the results would be available that day. NO BLOOD WORK WAS DONE DURING THE SCREENING. Response to my inquiry at the site was the reply that they cannot do blood work in the state of Maryland. THAT INFORMATION SHOULD BE EXPLAINED IN THE PROMOTION LITERATURE.

Desired Settlement: I feel like a victim of bait and switch. I did not get the service that was expected. I think that in view of the misleading promotional material a partial refund should be issued.

Business Response:

Thnak you for contacting Life Line Screening in regards to this complaint. I have done some research and pulled Mrs. ****** records. I have attached a copy of her receipt and some additional information that was also given to her as we do for all our participants ( General Information).

For certain states where blood testing is not performed our Customer Service Representatives do not have an option to offer blood work , so there would have been no discussion about blood work. She was only offered and paid for what was offered in her state.

Our participants are sent a confirmation email which outlines the total they paid and the tests that will be administered. However ,we also have another link that gives more detailed information about all the tests that Line Line Screening as a company offers. It also states that blood testing is not available in all states.

We sincerly apologize for any misunderstanding she might have had. We are looking into changing the heading on the general website that gives general information from saying'' WHAT TO EXPECT'' that's  why she was probably confused, but it also did state that blood testing is not available in alll state, and she indeed did not pay for blood tests.

Thanks again for contacting Life Line Screening and if I can be of any further assistance please let me know. Again we do apologize for the mis understanding

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I still feel that the promotional material implied that blood work would be included in the screening.  Otherwise, why require that slient must fast before screening?  Also, the web site that leads through "What to Expect" does not clearly indicate that this testing is not available once a reservation has been made.  The email that was sent to me was sent after I had arranged and paid for my exam and therefore, I felt no reason to check what was available to me as a MD resident or not.  Also, the "What to Expect" material implied that there would be a "finger prick" and that results would be available before I left the site.  This is shown not only on the web site but in the chart that is on the reception table for all to review. 

I was not the only person expecting blood work to be done so I do not feel that I am alone in this disallusion.

Perhaps I did not "pay" for blood work but I expected that it would be done as part of the other screenings.

I think that the promotion and instructions are misleading and therefore, I certainly would NOT recommend these services to anyone else!

Regards,

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

Business Response:

Thank you once again for contacting LLSA. The fasting requirement was for the Abdominal Aortic Aneurysm screening. The preparation that were given to her did not make mention of any blood tests. This information was only displayed on the what to expect and I did send you a copy of it, where it further explained that blood testing is not available in all states. Her itemized receipt also made no mention of any blood screenings , so I really do apologize that she expected a test that was not displayed on the itemized receipt as being paid in full.

We can send her a complimentary certificate for blood testing but to be very clear it is not offered in her state so she will need to travel to another area to receive those tests. Please let me know and once again we do sincerly apologize for any mis understanding.

Thanks and have a great day

Consumer Response:

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. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: I made an appointment with this company weeks in advance for 11/18/2011 at 10:45am. It was at a VFW Hall on Ramapo Avenue in Suffern NY. I rushed over there to get there exactly at 10:45am. I filled out some forms which took 10 minutes after paying my fee which I thought I already had pre-paid. Nobody advised in advance about any waiting time. I run 5 companies and responsible for those who work for me and events I run. I am a very busy business owner. This is not a doctor's office and even so, I only wait at most 30 minutes at my own doctor's office. They also did not advise me that the screening process which I paid for would be done in 4 intervals and not at the same time. I waited after complaining a couple of time seeing people who came in after me go ahead of me. When I was finally called it was almost 3 hours by then. They saw me for 5 minutes to do 2 tests. They they ushered me back to wait for a 2nd test. Again, I observed a woman I was talking to get called up ahead of me. Several people were annoyed but most were elderly there who obviously did not hold jobs. I then walked out and my visit there could have taken 5 hours and they had no words for me other than "sorry for the wait". This was certainly not heart felt.

Desired Settlement: Full refund since I never got the screening and I do not believe what they offer is real. I plan on looking into their company with a find tooth comb. I also plan on taking them to court.

Business Response:

Thank you for contacting Life Line Screening Mr ******** has been refunded and we do apologize for any inconvenience this may have caused him.

Have a wonderful Thanksgiving.

Consumer Response:

Better Business Bureau:

I have not reviewed the response made by the business in reference to complaint ID ******* but was red it over the phone as your communication did not have the attachment, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company made me wait over 3 hours for a set appointment.  After seeing them in person, I beleive this to be a scam and taking advantage of the elderly.  If you do not want to investigate Lifeline, I will do so and bring this to every agency starting with the Attorney General's Office for review.  This was not medically supervised as there was no licensed physican on premise.

Regards,

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

Additional Notes

Complaint: In the month of September, I received an advertisement for health screening in my area and was inclined to make an appointment for my husband and myself. We missed our appointments. I received a call from the company to reschedule and after thinking about it I was no longer interested in doing the screening so I did not reschedule. In the first week of October I received a letter from my flex spending company asking for proof that I had had these screenings done as they were billed and paid on 8-25-11. I made contact with Lifeline on October 7 about the bill and was told the following:If I did not cancel, I was issued gift certificates for the screenings at a future date. When I questioned the ethics of that transaction, I was told that they informed me of this policy over the phone and via email. I rarely access my email and after questing them I realized that they had the incorrect email for me (they were missing a vowel from my name). They are reviewing the recorded conversations (which by the way they don't tell you about) and will "get back to me" with the results. I want the 152.00 for each screening reapplied to my flex spending as I no longer have any desire to do business wih this company.The phone number I have for them is 216-581-6556

Desired Settlement: $152.00 for each screening totaling $304.00

Business Response:

 I have requested a refund to be processed today for both customers

Thanks again

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved