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BBB Accredited Business since

Life Line Screening

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Phone: (216) 581-6556 Fax: (216) 581-9611 View Additional Phone Numbers 6150 Oak Tree Blvd Ste 200, Independence, OH 44131 View Additional Email Addresses http://www.lifelinescreening.com View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Life Line Screening meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Life Line Screening include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 97 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

97 complaints closed with BBB in last 3 years | 48 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 5
Delivery Issues 3
Guarantee/Warranty Issues 0
Problems with Product/Service 59
Total Closed Complaints 97

Additional Complaint Information

The BBB Serving Greater Cleveland location is the national headquarters for the company which services consumers nationwide. This report is based on compiled complaint activity from the company's nationwide service area.

Customer Reviews Summary Read customer reviews

33 Customer Reviews on Life Line Screening
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 2
Negative Experience 24
Total Customer Reviews 33

Additional Information

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BBB file opened: October 03, 1996 Business started: 02/25/1993 in OH Business started locally: 07/01/1996 Business incorporated: 09/16/1996 in OH
Type of Entity

Private Limited Company by Shares (LTD)

Business Category

Health & Medical - General Medical Testing Companies Health & Wellness

Products & Services

Life Line Screening sells the following brand(s): Life Line Screening

Life Line Screening offers the following product(s): • Abdominal aortic aneurysm, • Elevated C-reactive protein, • Elevated liver enzymes, • Heart disease risk, • High cholesterol, • Know Your Number, • Osteoporosis risk, • Peripheral arterial disease, • Stroke / Atrial fibrillation, • Stroke / Carotid artery disease, • Type 2 diabetes

Alternate Business Names
Life Line Screening of America LLC
Additional Information

The company claims that trained and skilled sonographers perform all tests. Per the company, board certified physicians read all of the studies.

There is a fee for each of the tests. The fee is based upon the number of tests taken and the location of the testing facility.

The BBB cannot make any claims or assurances of the validity of the medical test.

If you have questions concerning these or any other medical procedures, you may wish to contact your physician.


Additional Locations

  • 6150 Oak Tree Blvd Ste 200

    Independence, OH 44131

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Fairfax Avenue Suite # 100

    Louisville, KY 40207

  • THIS LOCATION IS NOT BBB ACCREDITED

    1025 Ferndale Blvd.

    High Point, NC 27262

  • THIS LOCATION IS NOT BBB ACCREDITED

    1589 Skeet Club Rd.

    High Point, NC 27265

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (800) 325-1647(Phone)
  • (800) 379-3559(Phone)
  • (800) 407-4557(Phone)
  • (800) 449-2350(Phone)
  • (800) 635-0475(Phone)
  • (800) 640-6294(Phone)
  • (800) 643-6162(Phone)
  • (800) 679-5609(Phone)
  • (800) 710-1905(Phone)
  • (800) 897-9177(Phone)
  • (888) 312-5433(Phone)
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Additional Email Addresses

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Complaint Detail(s)

8/29/2014 Problems with Product/Service | Complaint Details Unavailable
8/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Life Line Screening keeps mailing me their offer for a screening in my city. I wonder how they can't discern that I don't want their screening from my previous failures to "You must call 1-888-787-9018 to register."I couldn't find anything in the material they sent me as to how to be removed from their mail list. I couldn't find any removal information on their website (www.lifelinescreening.com) either.I didn't phone them to see how to get off their mailing list because I didn't want to suffer the outrageous head pain that would result from talking to them on the phone due to my brain cancer.Seems to me that if they met "all accreditation standards in trust and integrity by the BBB," even people with brain cancer should be able to figure out how to get off their mailing list.I've already had the same screenings Life Line Screening offers and more as ordered by my doctor.Please email me how to get off their list.Thanks

Desired Settlement: My name, address and all other contact information be removed from Life Line Screening's mail, e-mail, phone and any other contact list. Further, that Life Line Screening, its agents, employees, family, friends, whomever not disclose my contact information to any person or entity.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We apologize for the inconvenience and will have this name and address removed immediately from our database.

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 your assistance.

Greatfully,

*** *******

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

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I participated in the Life Line Screening on March 06, 2014 at ******* ******* ****** in Marion, VA. We paid for our screening and I paid for two additional tests and my husband paid for one additional test. We were told that we would hear from these tests via LabCorp and probably before we heard from them. We have not heard from LabCorp, but we have heard from Life Line. I have called Life Line two times and each time we have received additional reports from them and not Lab Corp. life Line took our money, so I feel they are responsible. We would like to have our money refunded for these tests. I paid an additional amount for thyroid screening and C-reactive protein ADX and my husband ******* paid an additional amount for C-Reactive protein ADX. The amount is stated on my complaint. It was not itemized. Our transaction numbers are: *************, *******s is: *************. It has been five months. I fell like we have definitely given them an ample amount of time to respond to our request.Thank you very much for your help.****** **********

Desired Settlement: The amount we paid them.

Business Response:

Thank you for contacting Life Line Screening all lab tests will be refunded

 

Thank you

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

8/19/2014 Problems with Product/Service | Complaint Details Unavailable
8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Life Line screening June 30th 2014 for testing and paid an additional $55 for the cardiovascular screening. I got the results for the original package ($149) but not for the cardiovascular. I called after 3 weeks and was told the cardiovascular results were coming. Six weeks later,today I called and asked for a refund of the $55 since I still do not have the results. I was told all they would refund was $20!They did refund $20 but I want a full refund of the $55. I think this is very unprofessional of them, the error was their fault in not providing test results and then only refunding a part of the fee!Thank you for your help. **** * ******

Desired Settlement: A full refund of the $55 I paid for additional testing

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We have given this customer a $20 refund as a courtesy. He did not received his CRP results in a timely manner but we do have them and he should have received them by now. If he did not we will Fed Ex them to him so we can have a tracking delivery receipt when they are delivered.

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

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 1, 2014 I went for a life line screening. When a technician was scanning my stomach area, he pressed so hard that I had to tighten my muscles because of the pain. He had to ask another tech for advice on how to find the artery he was looking for. When I asked about the pain, I was told "we are just technicians, not doctors" (true enough) and that I had gas. I had not eaten since the day before as instructed. I was almost afraid they were going to break a rib. It didn't seem like it should have hurt so much. They were not alert to my facial expressions of pain. Isn't it possible that pain may be a signal something else is wrong with the patient and they should be referred to a doctor? It will be a few weeks before I get my test results. I hope the pain was worth it.

Desired Settlement: Let the technicians at the Seattle Revival Center site on August 1, 2014 know they should be more observant of patients' facial expressions and listen more to patients' complaints of discomfort and be more considerate of senior citizens being tested. Maybe a real doctor should be at these sites for emergencies. I know, higher prices. Sigh.

Business Response:

Thank you for contacting Life Line screening in regards to this complaint. We sincerely apologize and will alert the technicians. Please be advised that it is the policy of LLSA to notified customers on site if there is a critical emergency. They are sent from the site immediately. The fact that he was not referred means that it not a emergency that day.

I will have results expedited thanks again for contacting us

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

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been receiving Life Line screenings packages for a couple years for Carotid Artery Disease, Atrial Fibrillation, Abdominal Aortic Aneurysm, and Peripheral Arterial Disease. I share the information with my doctor and feel that it is worthwhile. I trusted this company to recommend useful tests based on this experience. Then I got a brochure for "6 for Life Health Assessment" to determine risk factors for developing 6 chronic conditions: Coronary Heart Disease, Stroke, Congestive Heart Failure, Type 2 Diabetes, Chronic Obstructive Pulmonary Disease and Lung Cancer. Although I get my cholesterol and blood sugar checked at my annual physical, I thought it was worth while to check for these other conditions, and assumed the testing would be similar to the thoroughness of my previous experience with Life Line - since that also identifies risk factors. However, most of the results are based on a questionnaire about family history and cholesterol results. I was given no information that I did not already know, and this was useless to me. When I called Life Line, I was told it was an assessment and I should have known that it is different than a screening.

Desired Settlement: I am requesting a refund of the $79 and suggest that they are more transparent in their advertising.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We thank her for being a returning customer. The risk assessment test was not only information in regards to he family history, it included a series of Lipid and Glucose blood tests which cost $60, and the questionnaire section is $19.00. We can definitely refund her the questionnaire section of this test.

 

Thanks and please let me know

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 appreciate the offer of $19, but I spent $79 for tests that were unnecessary to me.  I ask that they give me a full refund and accept the loss.  I think they should advertise this "assessment" as cholesterol and glucose screening, and in addition a questionnaire will be utilized to predict risk factors for the following: COPD, Lung cancer, etc."  This would be full transparency and an ethical way to describe what is involved for those of us who do not understand the difference between an assessment and a screening.  By stating the assessment involves a blood test that includes ..."cholesterol... glucose...and more",  I assumed the and more referred to ways to determine other risk factors - not just based on a questionnaire.  I do question the integrity of this organization, what they are marketing to the public, and the A+ rating with the BBB.  By giving me a refund and evaluating the way they promote this product would be satisfactory.

Regards,

***** ******

Business Response:

Thank you for contacting Life Line Screening we did refund her as a c courtesy, but please have her review this link.http://www.lifelinescreening.com/What-We-Do/What-We-Screen-For/6-for-Life

 

Thank you

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

8/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertising on the lifelinescreening.com is extremely misleading in regards to what each package includes; in this instance, my complaint is in regards to CRP screening, which the web site implies is included with the package I purchased. Here is the process I followed:1. Visit www.lifelinescreening.com 2. Enter my zip code (17603) in the Personalize Your Screening Program section. 3. Choose one of the locations and times, then click Save and Continue. 4. On the "Stroke, Vascular, Heart Rhythm with Osteoporosis" package, underneath the heading "Screenings included with this package", there is a clickable link called "Stroke/Carotid Artery Disease" which describes this portion of the package I purchased. 5. When I click on the "Stroke/Carotid Artery Disease" link, I am taken to the following location: http://www.lifelinescreening.com/What-We-Do/What-We-Screen-For/Carotid-Artery-Disease 6. At the above link, there is an explanation of the Stroke/Carotid Artery Disease screenings that are included with the package, and one of the five listed is C-reactive Protein Screening. There is nothing whatsoever indicating that this is an optional add-on to the package, or an extra fee. Because in #4 above, the "Stroke/Carotid Artery Disease" link is directly underneath "Screenings included with this package", when I click on the "Stroke/Carotid Artery Disease" link, whatever is shown on the linked page must be included with my package unless there is an exception noted, and there is no indication anywhere that CRP is an extra charge and not part of the package I purchased.

Desired Settlement: I am requesting a refund of the $55 extra that I was charged for the CRP test, and urge them to modify their web site to indicate which of the tests are an extra charge, and which are actually included in the package, as there is no possible way anybody who clicks on the "Stroke/Carotid Artery Disease" link under the heading "Screenings included with this package" will know that anything listed is optional and not part of the package they purchased.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint this customer has called in to us a couple of times and admitted that she mis-read our information. There is nowhere on our website we indicated that the CRP was included or any other lab was included in her price amount.

 

We do apologize but we will not be able to honor a dollar refund amount but we will send her a comp certificate for the CRP tests and she can call in and schedule an appointment for it or we can call her and schedule her for that test at no charge

 

Once again we apologize for the mix up

 

Thanks again

Consumer Response:

This is a completely unprofessional response to a serious complaint. Firstly, they refer to me as “she” in the reply, yet I am a man, not a woman, which is obvious by my name, and this alone shows how much time Lifeline Screening spent reviewing my complaint and history. Then, they outright lie, claiming I admitted to them that I misread information on their web site, which is completely false! Why would I file a detailed complaint with the BBB if I admitted I was in error? Before contacting the BBB, I called Lifeline Screening directly to try and resolve this situation, but they would not help, claiming that the CRP test was not included and ignoring the fact that their web site ordering system implies the opposite, so I came to the BBB. As I indicated in my original letter, when placing an order for tests on the Lifeline Screening web site, there is a link as part of the order itself that takes the buyer to a description of the services included with the purchase, and CRP is listed and described!
 
There is nothing anywhere that indicates the CRP test is optional, as it’s part of the description that is linked to the order itself (see my original complaint). Because of this, there is no way for a customer to know that CRP is an extra charge, since nowhere is this stated, but rather the opposite is implied. Then, on testing day, suddenly the receptionist tries to up-sell an unsuspecting customer to CRP for $55 extra, when the order itself (when placed online) has a clickable link to CRP as one of the screening tests performed.
 
I’m asking that someone who is competent contact me so we can actually go through the ordering process and I can show how the web site is providing misleading information. Maybe the idea is that since most customers are older, Lifeline Screening can take advantage of them by claiming they misread or misunderstood, and they’ll just accept this as an answer? I am 40, intelligent enough to know that my complaint is valid, and I want a satisfactory resolution before I forward this to the Attorney General.

Business Response:

Thank you for contacting us , this customer has been refunded and all gift cards has been cancelled

 

Thank you

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

7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went for a lifeline screening on June 24th. Paid. $283.00,was told test would take 60/90 min ... I was out in 15 min. Also told I would get a copy of test results & then one would be mailed. I received neither.. I called the 18003937531, was told results were mailed on July 9th.. She could give me no other info.. This is outrageous .. Now I question the legitimacy of the test &all behavior or lack of.. I would like to be reimbursed, I feel a scam & allot of money to throw down the drain.. Very unprofessional .. I would appreciate any help.. Thank You.. ****** ****** *********

Desired Settlement: Credit card credited..

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Please be advised that because of HIPAA we cannot give the patient results information over the phone unless they have a copy in their hand and need some explanation or clarification. This patient called in yesterday to us and we explained to her that her results were mailed on 07/11/2014 and to allow for delivery from post office. We also requested a 2nd copy to be sent to her just in case there was delivery issues with the post office. If customer does not receive results within 7-10 days then by all means please have her call back and we will handle from there. We also have an email delivery option where we can send her results today by email.

 

Thanks and 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

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I prepaid on-line over $200 for a screening session. Their website promises 90 minutes or less to do this screening. I showed up for the screening, and they said it could be over 90 minutes. I didn't have over 90 minutes to spend there, so I left with no services performed. When I phoned their Customer Service Department, I was told that because I did not cancel my appointment two days or more before the appointment date, I couldn't have my money back. I argued with them for over an hour, but they would not budge. They said it was in their records that I was a "no show". I was NOT a "no-show". They refused to give me my money back even though they did not perform the screenings. I said how could I cancel two days before when I don't have a crystal ball to tell me that they were going to lie on the website and tell me that it would be over 90 minutes? They were thick-headed. They didn't care that I said I would report them. They basically called me a liar and said they had no record that I showed up, so it was my word against some technician's word and guess what, they decided that I was a liar so they could keep my money. Very poor attitude, uncaring bunch of money grubbers, stay away from them.

Desired Settlement: Refund.

Business Response:

Thank you for contacting Life Line Screening our records show that this patient was refunded on 07/15/2014

 

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

7/21/2014 Problems with Product/Service
7/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried several ways of communicating with Life Line Screening that I am not interested in any of their products and services. I have asked them to STOP SENDING ME SOLICITATIONS at least five times, including through a nationally-known Mail Preference Service! They have not replied to any of the requests - I am still receiving solicitations from them!

Desired Settlement: Remove my name (shown as; ****** * ****** on the mailings) from all of their mailing lists. I simply want them out of my life!!

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. I have already gone ahead and submit this request to our Marketing department to have this name & address permanently removed from our database. Once again we do apologize and have a wonderful day

 

Thanks

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. 

Regards,

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

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

7/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried for ten years to get off of the Life Line Screening mailing list. I have called and been assured, more than once, that my name has been removed. I have posted to their Facebook page looking for help to get off of their mailing list. They responded to my post suggesting I fill out their form online, and that it might take "several weeks to fully purge" my name from their records. I thanked them kindly and followed their link and instructions. Yesterday I received another mailing from them. Like many others, it says "final screening notice" on the outside of the envelope. I've seen enough of these to know it really is not. If a business cannot follow through with someone's request, it borders on harassment, especially after all of these years. Maybe by bringing this to the Better Business Bureau something can finally be done.

Desired Settlement: A letter from Life Line Screening confirming beyond all doubt that my name and address have been fully purged from their records and that they will NEVER contact me or anyone at my home again. Thank you, Cleveland BBB!!!

Business Response:

Thank you for contacting Life Line Screening I have sent this over to the Marketing department for immediate actions. We will also send a letter to customer confirming that her name has been removed and she should no longer receive any mailings from us. We do apologize for all the inconvenience.

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. 

Thank you so much for your assistance in this matter. It is very much appreciated!

Regards,

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

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

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Long-time customer of Life Line Screening. While making the appointment I asked if there was any problem in cancelling. I was told no. Due to other medical issues I had to cancel. It was more than a day before the appointment BUT less than the 48 hours to receive a refund. I was not told this ahead of time. I have contacted customer service twice and landed in the voicemail of a supervisor. No response! I do not want a gift card for a future screening. I received no services. I would like my money refunded. Thank you.

Desired Settlement: I just want a refund. They did not perform a service and should not be allowed to keep my money!

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint, we have  refunded this participant her total amount. We thank her for being a continued customer at Life Line Screening and hope to see her again soon.

Thank you

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

7/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received a non solicited piece of junk mail from Life Line Screening today. It was addressed to ***** * ******** at our PO Box.First, there is no ***** * ********. My wife's mother, ***** ******** DIED in 2000. This was long before we had our PO BOX. This type of sloppy, junk mail is inexcusable. Thank you to this heartless company for sending mail to a non existent person, but for using part of a name of my mother in law. It may not seem like a big deal to a corporation, but my wife was very close to her mom and does not need this kind of garbage.

Desired Settlement: Quit sending unsolicited junk mail.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We sincerely apologize for sending these mailings and we have removed both names from not only our mail list but also our call list.

Have a great Monday

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

6/30/2014 Problems with Product/Service | Complaint Details Unavailable
6/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had basic five-test screening package on may 7 2014 in Vancouver WA. I have the following complaints:1. Life Line promised that the appointment would take 60-90 minutes. It took 120, for maybe 20 minutes worth of work. Even 90 would have been ridiculous.2. Immediately after i was finally taken, i heard others in the waiting area being told that appointments were taking two hours, & that they could have a refund, but i was not offered that.3. Osteoporosis heal test accuracy is dubious, & as a man i have little chance of ever getting osteoporosis. I realize i could have opted out, but it was part of the package, which isn't appropriate for men.4. When i received my results, i saw that the envelope was delivered to the wrong address, which means that a stranger could have read my results, or tossed them away. Instead, the recipient returned the mail to the post office, which figured out where i really live.5. Results included information that i am "obese", even tho i did not have, or ask for, a test for obesity, but simply gave my height & weight when asked. Problem is that i'm a weight-lifter, & my body composition does not fit the nonsensical scale that many health professionals use. Muscle weighs more than fat, & is contractile. My blood pressure is excellent, what it was in college. My bodyfat composition when last measured by bio-impedance was 12%, +/-3%, which is very good for my age & build.6. With the incorrect classification of me as "obese", i now question all results given to me.7. I called their customer service about the foregoing issues, & have not been called back.

Desired Settlement: Because of ALL the above facts, refund is indicated.

Business Response:

Thank you for contacting life line screening in regards to this complaint. We do apologize for the inconvenience of the wait time, but Life Line Screening does not offer refunds at the site unless they were not able to perform the services that should have been rendered.

 

As far as the BMI test Life Line Screening provides that additional information to all our customer at no cost to them This is where we use the customer’s height & weight to determine the BMI this is the standard procedures for performing this test. Males & females do get osteoporosis but as a courtesy for all his dissatisfaction we will refund $20 for his osteoporosis test.

 

Thanks again for contacting us

Business Response:

Thank you for contacting Life Line Screening the word obese does not affect his other results that just for his BMI screening. We can remove that BMI calculation and resend his results if that is what he is recommending but because of his height & weight he will always be classified as obese in a BMI screening. The vascular screenings we are checking for plaque build up in the arteries.

Thank you

Consumer Response: Every message from them adds more to their insults. Of course i know what the other tests are for! And i also know that the bmi chart is nonsense. Yes they should resend my results without the unprofessional & unscientific bmi garbage.

Business Response:

Thanks for contacting Life Line we will resend without BMI

 

Thanks

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

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did receive the packet of info I requested. Seems weird that the person who called me regarding the April 25 email said they cannot send out the info about what is in the package until after we schedule an appointment and buy the package!!!!!! On the info below it says the price is $224. When the hard sell sales person called he said it would be $130 less some possible discount. Now the new info says the price is $125. I have no idea what the price is!!!!!!! I do think there is value to your service but the hard sell sales tactics, and the deceptive pricing policy has turned me off to your service. My wife was so upset with the hard sell approach at our appt last year that she said she would never go back. Please make sure that if this appt is somehow scheduled without our input that it is cancelled. And if it was not confirmed then please make sure it is not registered. I am copying BBB because this does not seem like a professional business practice. ***** ******** ************* ************ On Fri, Apr 25, 2014 at 11:34 AM, ***** ******* <*************> wrote: I don't know what appt you are confirming. But my wife got one of these as well. It's hard to think this is a legitimate business with these hard ball, deceptive practices. On the phone I was told the cost would be $139 with some discount. I told that hard sell person that I would respond when I saw the info in writing, and said I would not agree to an appt based on a hard sell sales pitch. Sure enough that was deceptive info he gave me. And the implication in this email is that I agreed to an appointment AND I DID NOT. And my wife didn't even talk to a hard sell sales person and she got an appt confirmation. May be time to involve BBB and/or state consumer protection. Makes me wonder if the whole procedure is a hoax.</*************>

Desired Settlement: Unspecified

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint we do apologize for all the mix up with pricing. Please be advise that Life Line Screening is a reputable company and  when issues arises we do everything in our power to correct it. We did remove him from our mail list and all future contacts

 

Once we apologize for the mix up

 

Thanks

 

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.

We have been doing the screening for several years and think there is some value to their screening.  But each year their sales tactics become more aggressive and their pricing more deceptive. This was not just a one time mixup, this is their standard MO.  On June 6 my wife and I both got reminder post cards for an appointment for today right now that we never made. 

It seems interesting their public relations person has such atrocious grammar.

You can consider my complaint closed but that does not mean that I think that their business practices are professional or acceptable.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

Consumer Response: From: ***** ******* ***************
Date: Sun, Jun 15, 2014 at 12:05 PM
Subject: Re: Life Line Screening Appointment Reminder for *****
To: Life Line Screening <reply@lifelinescreeningemail.com>, info@cleveland.bbb.org


On June 12 at 4:57 PM we received a voice mail from Mason as a reminder that my wife and I have an appointment Monday June 16 at 10:25 and 10:35 AM, with another phone call on Saturday June 14 with the same info.  We HAVE NOT made any such appointment, and were never even contacted about setting put this appointment.  Then we both received the post card as attached as a reminder about the appointment we DID NOT make.  
 
Per our complaint to the BBB, case # ******** someone from Life Line Screening assured BBB that we had been removed from your database.  Then the same day Life Line is contacting us about appointments we never made with the followup voice mail and post cards for appointments we have not made.
 
Please respond that we will not be charged for this false appointment, or the false appointment on June 12.  And that you will honor your commitment to remove our names from your database and will not randomly decide to schedule appointments for us without any participation from us.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Please ask Mr. ******** to disregard the email confirmation if it was just received I verified this morning that his appointment is now cancelled in our system and his name and mailing address removed from our database

Thank you

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

6/21/2014 Advertising/Sales Issues | Complaint Details Unavailable
6/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made two appts for me and my wife My account was debited 2x $149.00: 06/09/2014 Electronic Debit Line Line Screen TELEPHONE -$149.00 06/09/2014 Electronic Debit Line Line Screen TELEPHONE -$149.00The ad says immediate refund on cancellation - a lie.I called to cancel my wife's appt - they said as I paid with echeck, they won't see the credit for 2 weeks and so the refund won't happen for 3 weeks - I pay a host of bills with e-check and they see the credit in 3 days max. This is just a way to hold on to money - So I cancelled both appt and asked my bank to dispute the two payments.

Desired Settlement: I want our refund this week as they were paid yesterday There is no reason to hold on to client's money for three weeks.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. It is the policy of Life Line Screening to hold checks for 21 days to assure that it clears the participant bank before we can process any refunds. This customer can go ahead with a stop payment but its because of cases like these why we have to hold to make sure check clears before we can refund. We could possibly refund someone and then their checks come back as insufficient funds.

We do apologize but it is our policy

Thanks again for contacting us

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.

Attached is the letter from Huntington stating that they have been paid $149 x 2.  This response is simply not acceptable.  Line Line is simply holding on to the money in order to make the float for 30 days.    We cannot afford to wait the period of their policy.  I demand that you please force the issue with them.  Perhaps they should not enjoy your BBB sanctions!  My next call will be to the Attorney General of Ohio.  Please call me at *** *** **** 

Regards,

*** *****

Business Response:

Thank you for contacting Life Line Screening , the check was sent via Fed Ex and delivered on 6/18/2014. Tracking#**************

Thanks again for contacting us

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.  The checks arrived as advertized.

In the future, rather than losing two clients over this issue, it would have been better, in my humble opinion, to have a manager come to the phone and discuss a resolution with me instead of hiding behind a telemarketer saying that they are in closed door meetings all day long.

Further, the website, the mailers and the telemarketers need to state a CLEAR POLICY, rather than states that "at cancellation, refunds are immediate"!

Just my thoughts, but what do I know, right?

BBB, thank you for your assistance.

Regards,

*** *****

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

6/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to get my phone number removed from receiving phone calls. I want them to stop phoning (405) ********. Stop harassing me with phone calls every day

Desired Settlement: leave me alone. I filed a complaint with the FTC because I have attempted to tell you to stop phoning; difficult when it's a recorded message or no one there. STOP PHONING

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. I have spoken to our Marketing department and they have assured me that they will remove his phone number and address from our database immediately.

 

We do apologize for these phone calls and sincerely hope he will never be bothered again

 

Thanks again for understanding

 

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

6/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well how would I know. I contracted for medical services that included a health analysis with test results. I cannot get the medical analysis to be provided to my physician

Desired Settlement: I want all the medical information of the ultrasound, bloodwork and neurology or my $204.00 back

Business Response:

Thank you for contacting Life Line Screening we do sincerely apologize that Miss ****** have not received her results as of today. I am having those results expedited to her by Fed Ex she should have them by Monday of next week.

 

Thank you

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

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***SCHEDULING PROBLEMS***On 09/09/13 I scheduled and paid $356 for a medical screening which was to occur about a month later. In a few days I received a confirmation email and my first name was spelled wrong. I called them and corrected it. A few days later I received another confirmation email and my name was still spelled wrong. I called a second time to correct my name. In a few days I received another confirmation email and this time my name was correct. On my scheduled date I arrived on time with a copy of my email confirming my appointment and the fact that I had paid for it. The check-in person told me I did not have an appointment. She got on the phone and an hour later she finally had me scheduled and they did the tests. Several days later I got an email telling me that I had an appointment in several weeks at a different location. I called and told them I had already been tested, but they continued to email me of my "new" appointment. I kept getting these reminders even after they sent me the test results.***INACCURATE TEST RESULTS***The test results they sent me were either inaccurate or for another person. I called them and told them of 5 results that did not apply to me. They said I was at risk for lung cancer because I am a heavy smoker, yet I have never smoked. They said I needed to exercise more and yet I go to the gym 7 days a week. They send me a second set of test results, correcting the errors I told them about, but still having other errors. They send me a third set and I still don't know if they are correct.***REFUSAL TO REFUND***They sent me a $356 gift card for another screening. I want my money back. They sent me three different reports and I have no faith that any of them are correct. I last contacted them a month ago and they have not responded.

Desired Settlement: I paid them to test me and provide me with the results. They tested me and then send me three different reports; two of which I know are incorrect and a third which may or may not be correct. I do not want to spend my time having another screening by a company that has demonstrated its incompetence. I want my money refunded.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint, we will cancel the gift card and refund her total amount as a courtesy for all the misunderstandings

 

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. I will not consider the matter closed until I receive the reimbursement that they have promised me.

Regards,

***** ******

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

6/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The date of my last screening was October 20,2009. I have asked on numerous answered telephone calls from the company to drop me from their contact data. They still continue to send me letters about upcoming locations of screenings,etc. I have an MD and take two physicals a year. Please tell Life Line Screening to stop contacting me. Thanks!! Why do they not have an opt out provision on their web site or telephone menu?

Desired Settlement: Contact Life Line Screening with this info provided via letter or telephone and have them confirm in writing that they dropped my name from their notifications via mail or telephone. Then, send me a copy of the letter confirming that my name has been dropped.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint, He was entered into our system on 10/5/2009 but was never opted out.  We have gone ahead and opted him out and will send his information to direct mail company  and ask them to remove him from the mailing list ASAP.

 

He will possible receive one more mailing but he should not receive any more after that

 

Once again we do apologize

 

Thanks

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. 

Regards,

****** *****

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

6/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to complain about the BBB Rating of A+ on the Lifeline Screening Co. When I called to make an appt for my mother the person on the phone said my mother needed the ADDITIONAL screenings as prescribed by Dr.M? and it would cost 218??, now, instead of the original cost. I told her I ONLY wanted the listed screening and would end the call if she continued selling me on the other tests. She made sure that you the BBB endorsed the recomendations for All of thier Tests. And that they were needed at the time of the appt. I felt like I was in some "Readers Digest" pressure sell. Is this what the BBB wants thier Logo on. While older persons are concerned about health issues, it looks like LifeLine is using scare tactics, high pressure, and the BBB to confuse and pressure them into taking on more than they were originally presented. Is that "Bait and Switch"????? I woukd be ashamed to have my logo emblazed on this propaganda, while many see you as a symbol of quality, someone they can trust. LifeLine is using you and your Logo to sucker peopkle into thinking that this company has thier best interest at heart.

Desired Settlement: Remove your Logo!!!!!!!!!Call yourself and see how they switch and change the price. and when you ask to stick to the plan you were sent in the mail, see how they pressure you.Is that what the BBB stands for. Sounds like someone might be getting a kickback?

Business Response:

Life Line Screening offers preventive health screenings in an affordable, convenient manner. We have done so for many years and served millions of clients with accuracy and great customer service, both in our call center and in the field delivering screenings. This has led to an A+ BBB rating, and it is fairly earned. 

We do, apologize, however, if your experience on the phone was not up to our usual standards. Our focus is on educating our callers about the full suite of services we offer, why we offer them, and how much they cost, transparently.  The purpose is to inform and enlighten, but not to scare or pressure. We are truly apologetic if that was the perception or experience.

If Ms. ****** or her mother would like to try us again, we would be happy to help arrange a complimentary screening.  Please private message our Communications Director, ****** ******, at *************@llsa.com. We are certain the experience will be more pleasurable and will assuage her of our quality and credibility.  Thank you

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

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sirs:I have received an unsolicited letter from Life Line Screening. They ask: "What would your doctor say...if he/she could actually see INSIDE your arteries?" (First of all, if they want to know, they should ask my doctor, not me. He doesn't let me speak for him professionally...) More to the point, this question implies that Life Line Screening has some new, wonderful technology that would amaze my doctor. Yet later in the later, Life Line Screening states: "These are the same screenings that your doctor could order for you, but they will not typically be paid for by insurance..." Thus, the implication is that procedure isn't new nor a surprise to my doctor. My guess is that insurance won't pay for it likely because there isn't a good correlation between a non-need based screenings and prevention. So the only conclusion I am left to draw is that Life Line Screening is trying to excite the public by falsely implying they have a new, innovative procedure and simultaneously frighten us into opting for a screening that our own doctors would not recommend. In my opinion, this is a dishonest attempt to manipulate the public. If Life Line Screening's techniques were so effective, one presumes they wouldn't need to resort to verbal trickery. Life Line Screening boldly claims that they have a BBB A+ rating.

Desired Settlement: I would like Life Line Screening to stop using seemingly inflammatory and misleading verbiage in their solicitations.

Business Response:

Dear Mr. ******:

In response to your BBB complaint, we have opted you out of any further mailings. Please be aware that this process may take a few weeks to filter all the way through the system. 

The mailings we send are designed to explain that the ultrasound technology that we use can visualize the inside of your arteries and help determine whether or not the blood flow is impeded, which would indicate levels of plaque build-up that could possibly lead to stroke, or another cardiovascular event.  Your primary care doctor cannot do these tests, and cannot see inside of your arteries. He or she must rely on physical examination and does not have this additional information.  The technology, however, is the same as used by hospitals through their vascular laboratories during diagnostic examination.  Our statements are accurate.

We do not seek to frighten but to inform, in a compelling way, why we offer the screenings we do and to let people know where we are holding the screenings.  If you would like to participate because this is something that is of interest to you, we offer convenient and affordable services.  If you do not, then simply throw the letter away.  We understand that preventive vascular screening is not for everybody.  Stroke is the fourth leading cause of death in the United States and a leading cause of adult disability.  Many individuals choose to come to us so they can get additional information while they are asymptomatic, because they have significant risk factors, and would like to do everything possible to prevent becoming sick. Thousands of our customers tell us that they came on the recommendation of their physicians.  

We are a legitimate company with a valuable service. We are involved in significant research efforts to better understand the role and efficacy of screening.  You may learn more about our research collaborations with major universities at www.lifelinescreeningresearch.com, and our partnerships with hospitals at www.lifelinescreeninghospitals.com.  We state that we have BBB A+ rating because we do. We service 800,000 people a year across the United States, the United Kingdom and Australia.  Supplemental healthcare services, and a focus on prevention, is a global trend, and one that we are proud to be a part of.

We are sorry that disliked our mailing, and as stated above, we have opted you out of further communications.   We hope that this will be a satisfactory solution for you.

Yours truly,

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

Global Communications Director

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.

To wit: most of the response by Ms. ****** merely restates the screening capabilities of Lifeline Screening and why [she feels] they are important. My complaint wasn't about their technology or it's relevance. My complaint was that Lifeline's unsolicited mailing was (in my opinion) alarmist and misleading. As I pointed out in my complaint, the sentence from their letter that states  "What would your doctor say if he/she could see inside your arteries..."? implies that my doctor would be surprised by this ability. In other words, that this is a new and unique capability that would so amaze my doctor that he/she would definitely want to use it if they only knew about it.


In fact, if that was the case, Lifeline Screening should be approaching my doctor to share their abilities. After all GE doesn't send me mailings describing their new ultrasound, MRI, or other imaging capabilities. They send that literature to the specialists that would order them.


The reality is, doctors do know about Lifeline Screening's capabilities, but don't order them proactively-- they order arterial imaging if they believe there is a medical need and is therefore justified. This is what Lifeline's own letter implies on the back page when they explain that physicians COULD order their tests, but don't because insurance typically doesn't cover them.


Ms. ****** admits that 'thousands of their customers' come at the recommendation of their physicians. And that's as it should be: medical tests should be recommended by a physician. But, in fact, Lifeline Screenings letter is directed at the consumer to entice them pay for the procedure out of pocket themselves.


I have no doubt that Lifeline Screening is a legitimate company (if by legitimate they mean they are legally incorporated, obey the law, and pay their taxes). I think their business model -- to scare consumers into getting a potentially unnecessary medical test -- is unethical. An ethical company say, "We have what we believe is a very important capability that could help your doctor diagnose your potential for a stroke. Confer with him/her to find out if they think you'd benefit from our procedure."


Ms. ****** thinks my complaint is that I received their unwanted letter. She has removed me from Lifeline Screening's mail list and suggest I throw away letters (like the one from her company) which I dislike. (She will be pleased to find out that I have already thrown out her letter.) But that's not my complaint. My complaint is that Lifeline Screening is pitching their business directly at consumers (who don't have the medical background to make an informed decision) and using (in my opinion) misleading and alarming marketing to panic consumers into paying for a potentially unnecessary procedure. And I believe Lifeline Screening is hiding behind the good name of the BBB to do so.


To resolve my complaint, Lifeline Screening needs to cease to use misleading advertising. (For Ms. ******'s edification: misleading is not the same as untruthful. I acknowledge that their letter may, in fact, be truthful. However, it is still misleading -- in my opinion.)

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.

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I scheduled an appointment for March 14, 2014 with Life Line Screening back on February 21, 2014. I was requested by them to make a payment of $25.00 as a down payment toward the artery screening that would be taking place on March 14.I found on the day of the appointment that they do not accept insurance coverage or monthly payment plans. Because the remaining $124.00 would have had to be paid that same day, I decided to cancel the appointment.I contacted the company back about possibly getting the $25.00 already paid to them on February 21. I was told by them that I could get a $25.00 discount toward my next screening, but because the appointment was not cancelled at least two days prior to the date scheduled, I would not be able to get a refund.I do not feel that a person should have to pay anything for a service that never was performed.

Desired Settlement: A refund of $25.00.

Business Response:

Thank you for contacting Life Line Screening is regards to this complaint. This customer has been refunded.

 

Thanks and have a wonderful day

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

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a refund of my deposit, as I we had a family emergency and would not be able to afford their services. They only offered a gift card which can only be used toward their services in the future. I desperately need the refund so I can get medication prescribed by my doctor. It is only thirty dollars but I am getting laid off.

Desired Settlement: Return $30 to my card or send a check.

Business Response:

Thank you for contacting Life Line Screening, we will process a refund and cancel gift card

 

Thank you

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

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Per the Life Line Screening/Farm Bureau Colorado brochure: "5 Screenings for only $135". I called the special phone number with the special priority code (BBPA-023)and paid $135 for my self and $135 for my wife for the "5 Screenings". "5 Screenings" for $135 was confirmed by the Life Line Screening representative and 2 x $135 was charged to my credit card. When we got to the screening appointment and the receptionist said the $135 only covered 4 screenings not the "5 Screenings" per the brochure; she would not acknowledge the "5 Screenings for $135" special we paid for.I called Life Line Screening after the appointment and talked to three different people and they generally agreed that we should have gotten the "5 screenings for $135". They said we could go back to another site for the screening we missed but the screening we went to was backed-up with people waiting and not an experience I wanted to endure again. It took us over 90 minutes for a screening they said would take 60-90 minutes.I asked for a refund of the $10 cost for each of us for the missed screening. They declined.We should not be penalized for the lack for training by Life Line Screening for not informing their staff of the "5 Screenings for only $135".

Desired Settlement: I want $10 for each of us for their failure to provide what was advertised.

Business Response:

Thank you for contacting Life Line Screening, this customer was refunded on 02/28/2014 for the osteoporosis test. We do apologize for any inconvenience this has caused.

 

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

3/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used Life Line Screening once in 2003 for a now-resolved condition. Ever since, I have been sent junk mail annually asking me to reuse their services. They have managed to track me down through four different addresses over the past decade, and repeatedly ignore my requests to be removed from their mailing list. Whenever I call their customer service department, they are either unable to help, or take down my information and vow to "get it to the right people" - an empty promise as I continue to receive their mail year after year. It's ironic that a company who is supposedly invested in the health of others, thinks nothing of stalking people as they move and inflicting more stress in their lives.

Desired Settlement: I would like my name and address permanently removed from all mailing lists with this company, confirmation that they do not share my name with other companies, and a guarantee that they will not follow me to my next residence. I would also like a guarantee that I will not receive "one more mailing" as they suggest in other posts, as I get their junk mail annually (my latest being today) and feel that a year is more than sufficient time for removing my name from their mailing list.

Business Response: Thank you for contacting Life Line Screening, we sincerely apologize and will have this name removed completely from our mail and call back list immediately. Once again thanks you for contacting us.

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

3/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called a Lifeline (LL) representative to discuss making an appointment for a screening. The mailer that I received said the screenings were sponsored by DeKalb Medical. So I asked the LL representative if the screening would be held at the DeKalb Medical hospital, to which she answered no. We discussed several areas, and then I finally decided on a local church. The conversation progressed on, and she offered me diabetes and other type of screenings. This puzzled me because I had already told her that I had been tested for diabetes as well as hypertension. At the point when I was supposed to give her a payment method, I changed my mind and told her that I was no longer interested. To my surprise, I received an email with an appointment scheduled as well as a payment amount. I called several times to cancel, to no avail. I could not get a live person on the phone. They cannot charge my card because I didnt give them any information. However, I do not want to be billed for a service that I have no intention of getting. I certainly dont want this to appear on my credit report.

Desired Settlement: I would like written notice from Life Line Screenings that the appointment (that I didn't make) has been cancelled and that I have not been charged anything.

Business Response:

Thank you for contacting Life Line Screening is regards to this complaint. If a payment method was not given to the representative then there is no way this customer will be billed or charged. The only way this customer will be asked for a payment is if she indeed show up at the site for screenings.

Please ask her to disregard the appointment reminder.

Thanks again and we do apologize

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

2/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have repeatedly been contacted by this company on a daily basis, also been bombarded with mail. I do not want them to call me any more or send literature, but it is next to impossible to talk to someone at that company (the number calling is 800-909-4576). I left a message to be taken off the calling list but they still call. They just won't stop calling. I have call blocking on my phone, but for some reason their number will not be accepted by call block.

Desired Settlement: PLEASE GET THEM TO STOP CALLING ME. THEY CALL EARLY IN MORNING AND LATE AT NIGHT AND SOMETIMES IN AFTERNOON. I CANNOT TAKE IT ANY MORE. I WILL NEVER USE LIFE LINE SCREENING.

Business Response:

Thank you for contacting Life Line Screening we will immediately remove his name , phone# and mailing address from our database. We do apologize for any inconvenience we have caused. Once again thank you for reaching out to us on the behalf of this complaint

Have a great day

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. 

Regards,

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

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

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Advertising and verbal explanation did not adequately state the services offered and the related charges. Email communication on 1/9/2014 was an exercise in futility as was trying to find an explanation on their website. Services given were NOT as explained. THANK YOU!

Desired Settlement: Full refund for the services.

Business Response: Thank you for contacting Life Line Screening in regards to this complaint. This participant was just screened on 01/07/2014 and we jus received them back from the physician, they will be sent to him shortly. Please ask him to be patient until he receives his results letter in the mail. They will fully explain all the details of all the tests that were taken on that day.

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

The main issue was what was told to me on the phone and what was told to me at the place of the screening.  During my reservation phone call I was told that my requested screenings were included in my package including the Men's Wellness Package.  When I arrived at the screening the check-in lady said they were not included and would be extra which I questioned.  The check-in lady said several of my requested screenings would not be done.  My issue is the misinformation given to me when I reserved the screenings and time.  As a courtesy to Life Line Screenings I will wait for the results and continue if necessary.  Please put this complaint on hold.


THANK YOU!

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

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint: I Paid $358 for a health screening that was supposedly to be reviewed by a physician. I was told that all tests will take approximately 90 minutes, when in actuality it took about 32 minutes. People who paid $149 have had the same tests and were done with their testing at the same time(about 32 minutes)-it seems Lifeline Screening technicians can magically squeeze time. When results were received in the mail, they were inaccurate - for instance: it said that according to my answers to the health questions I have the following risks factors: Current smoker; Lack of exercise; Overweight; Family history of stroke; Family history of diabetes - none of that was true.I am sure Lifeline Screening used somebody health information to print my health risk assessment recommendations. Based on this information I was given, no physician could have reviewed this screening and not noted the discrepancies in the information. The information was fed into a computer that determined the risks based on somebody else's information, and a computer printout was generated. Anyone can read on the internet the risks. I paid for the physician review...this is a complete misrepresentation of services that are being rendered!

Desired Settlement: Desired Settlement: The only service I have received was worth about $149 I want to be refunded $209 for my health screening. They need to stop misrepresenting the service that is offered and provided for the fee!

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Please be advised that 90 minutes is the maximum time our tests can take, if a patient has no issues then it is unlikely that it will last that long, so less than 90 minutes is not unheard of in screenings that are not abnormal. We reviewed the medical history form that was completed by Mr. ****** and he did check the box that he has been smoking 11-25 years, he also left the area blank for excercise so because of that reason it defaulted to lack of exercise. He also list his weight and height as 5ft' 10inches and 175 lbs. which considers him to be overweight. We can correct the questions that were marked incorrectly and resend a letter to him but please have him call our customer service department and speak to one of our Representative, At that time we can go through his medical form with him and make corrections as needed.

 

Thanks again for contacting Life Line Screening

 

Consumer Response:

Responding to explanations from Life Line Screening I would like to clarify several point:

1. I do not believe nor any of the weight guidances that at 175 pounds and height 5'10 I am overweight (my family physician was laughing when he saw their assessment);

2. I was smoking 30 years ago which I have indicated that in my questioner( but according to Life Line Screening I am a current smoker).

3. According to Life Line Screening I have a family history of Stroke or TIA which I could not have entered in my questioner - there is no family history of Stroke or TIA. 

4. Again, according to Life Line Screening I have a family history of Diabetes which I could not have entered in  my questioner -  there is no family history of Diabetes.

5. I paid $358.00 for certain tests to be performed, and the only tests I have had were advertised as $$149.00 tests, rest of paperwork was computer generated garbage which has nothing to do with me. I am willing to pay $149 .00 and be reimburse for the rest.

Sincerely,

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

Business Response:

Thank you for contacting us again we will submit a refund of $209.00 as a courtesy.

 

Thank you

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

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid approximately 250 dollars for a health screening that was suppposedly to be reviewed by a physician. When results received in the mail, they were inaccurate (impossible). No physician could have reviewed this screening and not noted the discrepancies in the information. The information was fed into a computer that determined the risks and a computer print out was generated. Anyone can read on the internet the risks. I paid for the physician review...this is a complete misrepresentation of services that are being rendered!

Desired Settlement: I want to be refunded for my health screening. They need to stop misrepresenting the service that is offered and provided for the fee!

Business Response:

Thank you for contacting Life Line Screening. We did contact this customer to get some more detailed information on her complaint. We did refund her $70 back on her card and she is satisfied. If you need any additional information please let us know

 

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

11/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund of $209.00 for Life Line Screening done on July 12, 2013 at the Knights of Columbus in Bristol, CT 06010. When I received my test results two weeks later the ultra sound that they did said that I had a significant reading for a large amount of plaque buildup which was significantly reducing the blood flow in the Left Carotid Artery. I was very upset when I read this and immediately called and made an appointment to see my doctor the following day. He was shocked when he took my blood pressure, usually 122/71 and it was 159/90. He immediately did an EKG which was fine and said that he wanted me to go to the hospital and have this ultra sound done again. He said that this is a very serious condition and also could be very dangerous. This ultra sound was done on July 26, 2013 at the Hospital of Central CT and came back normal showing no signs of any plaque buildup or blockages. I feel that if the results Life Line Screening got when doing this ultra sound showed a significant blockage they should have told me to see my doctor at that time and not make me wait two weeks. I was put through a lot of unnecessary stress and worry for no reason other than their false test reading. Now I am wondering if any of my other tests of the 5 I had done were even correct. I sent a certified letter to ****** ** *********, Chief Medical Officer of Life Line Screenings on July 30, 2013 and received the confirmation that he did get this letter, and he has not even responded. I have been told that other people have complained about these false readings and that nothing seems to be getting done. I am hoping that something can be done to help us resolve being ripped off by these companies. I now have additional expenses of a doctors visit and the co-pay amount for this repeated ultra sound which my insurance does not cover. Most of the elderly are only getting Social Security benefits and we really need help with getting these companies to not take advantage of us.

Desired Settlement: I would like to be reimbursed the $209.00 I paid to have these tests done and also the amount that I had to pay for the doctors visit $20.00 and the amount that I will have to pay for the Ultra Sound done on July 26th. No sure yet what that will be. I don't believe that I should be paying someone to give me false information.

Business Response:

Thank you for contacting Life Line Screening, we reviewed the images again and the velocities obtained are legitimate, i.e. you cannot make up such velocities and they do fit in our criteria, there were no technical errors.In regards to the complaint about the other tests, there is really no ground for reimbursing those. They were normal and done appropriately.

 

Also in regards to the issue about not letting the customer know at the site, this is also our policy, her findings did not meet the critical threshold and there were nothing that appeared to be critical. We only notify you at the site if it is critical or life threatening.

 

We would like to at least offer a rescreen of the carotid and ask if the customer could provide us with a copy of the ultrasound done in the hospital for comparison.We often see others claiming or telling the customer that everything was normal when in fact there was plaque seen (and that, no matter what the consequences, is not normal- there should not be plaque in an artery).

 

Business Response:

Thank you once again for contacting Life Line Screening, our technologists have reviewed our tests again and we do stand by our findings for this patient. As a courtesy we will refund her the amount she paid for the carotid test only, but we do suggest that she have her physician retake her test,  just in case they did make an error.

Thanks again

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

I have had my life so disrupted by this whole situation.  I have been put on a merry go round with them and their responses.  They have stressed me to the max that now I'm scheduled to have yet another Ultra Sound done on September 16th.  This is being done to bring me some piece of mind.  I still feel that if this test has the same results as the one I had done at the Hospital of Central CT I should be reimbursed not only for this one Carotid Artery Test done by Life Line Screenings, but also for all the additional expenses they have put me through.

I also feel that I should also be reimbursed for the entire cost of these tests since I have no trust in any of their results.  I have had additional expenses of going to my Doctor two times, the ultra sound done at the hospital, now the consultation with the Vascular Doctor and another Ultra Sound.  I will not settle this case until I get complete satisfaction from these results.  I also do not want any further phone calls from them since they only upset me. I did not appreciate any of the emails sent to me by their Manager of Clinical Quality and Training.  She was trying to tell me that both tests essentially agreed when in fact they did not.  Also I did not like her saying that the technician that did my test was not registered.  For their information there were two technicians in there doing my test.  She said that they cannot make up blood velocities, well does this mean the hospital can?????  This is just a contradiction to her own statements.

Business Response:

Thank you for contacting Life Line Screening but we have done all we can do to resolve this complaint. Our company did nothing wrong for our investigations

 

Thanks again for contacting us

Consumer Response: Ms. ******:

 
Per your request dated 11/17/2013 I sending the report that I was sent by Life Line Screening where they started I have (Significant) Large Amounts of Plaque in my right carotid artery.
 
Life Line Screening has issued a credit for the $209.00 that I paid for services.  I ma still what to see what is going to be done about the charges that I had to pay for these additional doctor visits and ultra sound co-payments.  As far as I am concerned these were all unnecessary due to their false readings and therefore I should be reimbursed for those costs totaling $185.00.
 
Any further information you might need can be obtained from either of the doctors that I had to see.
 
 
*** ***** ***** ******* ******* *** ******* *** ************ ** ***** ***** ********
 
Note: 2 visits with a co-pay of $20.00 per visit and the co-pay of $45.00 for the Ultra Sound done by the Hospital of Central Conn.
 
 
Note: 1 visit with a co-pay of $50.00 and the co-pay of $50.00 for the Ultra Sound.
 
Sincerely,
 
****** *******

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.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Life Line has started calling my home twice a day, every day.They leave no message.I learned that they will call to solicit new appointments from individuals who have used their services before.I never requested that they call to solicit new appointment.I did sign anything asking them to call me. I am on the Federal DO NOT CALL list and I view this as a terrible invasion of my privacy.Even if they did call why did they not leave a message?How did they get permission to call me?This is an utter outrage and a predatory and aggressive marketing strategy to which I object in the strongest possible terms.

Desired Settlement: Several items:1) An agreement to NEVER, EVER CALL MY PHONE AGAIN.2) An apology for invading my privacy sent BY MAIL.3) Evidence (sent by mail) that I agreed to their solicitation calls in the documents I signed when I was a customer.4) If customers do agree to future solicitations in documents that are routinely signed in an appointment, I want to see that highlighted as a separate check box on agreements that say "I agree to future appointment solicitation calls from Life Line Screening".

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint, we do sincerely apologize for the phone calls and mail that this customer has received. When he was last screened by us he signed his form that we could contact him , we have since then removed his name completely from our mail and call back list. Attached is a snap shot of his form and signature. Once again we do apologize and we have removed his name so he should no longer receive calls or mails from Life Line Screening in the future.

Thanks again and have a wonderful day

Consumer Response:

Better Business Bureau:

Thank you for your efforts and prompt response.  The BBB is great!

I would request that you forward to the company (Life Line Screening) that they might consider a phone request that is less 'agressive'.  Once they started phoning my home the calls came at the rate of two per day, every day at 8:30 AM and 2:00 PM.  This was truly perceived as an "assault" and I will never consider Life Line again because of this most agressive policy.

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.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is repeatedly sending solicitations for my father to this address. My father has not resided here since 2008 and passed away in may 2012. I have called them five---yes five times to ask them to remove his name for their pesty mailing list and each time they promise to take care of it but they do not. I am at my wits end. Please advise anyone considering dealing with this company that they will be pestered 'til the day they die and well beyond.BBB, please do not release my e-mail info to this company or they will pester me by that method also.

Desired Settlement: I would like to be removed from their mailing list at the least and maybe a caution to others that might consider using their service that they will be pestered 'til the day they die and much further beyond that.

Business Response: He has been removed from our mail and call back list permanently. Thanks again for contacting us

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. 

Regards,

 

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

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

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used their services about three years ago and now they are calling me every day and I've asked them to stop and they won't. I've asked them over 4 times but they don't stop. They've called me over twenty times in the last two weeks. I've reportd them to all the do not call lists but that seems to do no good.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Either they quit calling me or I get a lawyer to prosecute them for harassment and/or violation of the do not call statute.

Business Response:

Thank you for contacting Life Line Screening we do sincerely apologize, and this customer is being removed permanently from our mail and call back list. Again we apologize

 

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.  However there is no excuse for harassing me after I told them numerous times not to call me. Also calling some one two or three times a day is not a good way of doing business. Also not once did they leave a message. I've told all my friends and clubs that I belong to not to do business with them.

Regards,

 

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

 

 

 

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

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter stating : "Thank you for attending a recent Life Line Screening event. We understand that you may have experienced a customer service issue at your screening and may have not been able to complete all of the screenings to your satisfaction. We apologize for the inconvenience and for the delay in addressing this matter...." I have never received a Life Line Screening health screening, and I would like to know who has attended these health screenings using my information. This company is known for not securing personal information, and this is something that I do not take lightly considering the rise in identity theft and related crimes and health insurance implications this may cause.

Desired Settlement: I would like to know who Life Line Screening has me confused with. If someone took health screening tests in my name or has the same name as me with a different address I want the problem corrected. This could affect my ability to maintain insurances. There could also be privacy issues that have been violated.

Business Response:

Thank you for contacting Life Line Screening, we did not confuse this person with anyone else, our systems show that he was schedule for a appointment on 11/28/2012 , the screening was 12/05/2012 which he did not show up for. This is the reason why we have his information in our systems.

 

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

10/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sales people continue to call all hours of the day wanting to sign me up for testing which I have told them over and over that I do not want. I have asked them to take my name and number off of their lists but they keep calling.I have double checked that the do not call list is verified and I am keeping records of the calls.They have called four times this alone.This has been going on for years since I had one screening with them but they just won't stop calling.

Desired Settlement: I just want the calls to stop so a letter from them assuring me they won't call will suffice for now.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We will immediately removed this participant from our mail and call back list. We sincerely apologize for the calls and mail that she has received in the past.

 

Once again, Thank you for bringing this to our attention

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

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was not sick but quite healthy when I went to a Life Line Screening - just to comfort my wife. I went for the Abdominal Aortic Aneurysm Screening and paid $139 ahead before I got any service. The screening was denied, I did not get it. I asked my money back. I asked money back in writing to HQ at Independence, OH. (Life Line Screening does not disclose its company status - like L.L.C. or Inc.) Their decision to deny the screening I came for is irrelevant. The prepaid ser- vice was not fulfilled, so I had the right to get part or all of the $139 back. There seem to be medical assistants on the road which are paid by commissions. I doubt that the computerized data obtained are evaluated by physicians. My home doctor told me that ultrasound cannot reveal an aneurysm until it's late, al- most too late to treat. The service of this company, successful in Ireland and Australia,too, does not harm, but is highly overvalued.

Desired Settlement: Refund of $100 out of 139 plus explanation why my registered letter was never answered.

Business Response:

Thank you for contacting Life Line Screening this customer previously called into our office and we did issue a check refund in the amount of $59 for the test that was not performed. The techs at that time were not able to perform his AO test because of a system malfunction, and he was offered his carotid screening for free. He originally paid $119 and was issue a refund of $59, he only paid $60 for one test

Please note that an ultrasound screening can and will identify and abdominal Aortic Aneurysm, that is what the test is intended for and we have save many lives, identifying Abdominal Aortic Aneurysms, some of which are critical and requires surgery immediately.

Once again thank you for contacting Life Line Screening

Business Response:

Thank you for contacting Life Line Screening we screen for undetected disease so therefore if a patient had surgery then they should be following up with their physician and not coming back to Life Line Screening to be rescreened. I had the accounting department today put a stop payment on the previous check and reissue another one.

Attached is the Fed Ex confirmation # for the check that was mailed tracking # **************  check #******

Thanks and let me know if you need anything else

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The first cheque was not cashed because it was not received. "The cheque is in the mail"

is a nice message, but not the end of the story. I wanted a post-op screening of Life

Line to have a look inside by belly two years after. I picked other services only because

they came cheap as a package deal. The refusal to screen abdominally made the whole

deal senseless. The reason offered for this denial doesn't look reasonable to me in terms

of medical arguments.  Still, I accept the compromise and accept the settlement when the cheque will be cleared.

Regards,  ***** *******

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

9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company lures people in to be tested, by stating in their advertising brochure,"you are at high risk" for developing what they are testing for, without even knowing what the individual's risk factors are. When I contacted them to discuss this, customer service was very rude. I tried calling back to get a supervisor and the second person I spoke to hung up on me when I explained why I did not agree with their form of advertising and informed them that I was going to report them to the BBB.Either they are using this technique to generate fear and get more business, or they are obtaining information about persons that is protected under the HIPAA.

Desired Settlement: Divulge to the public where you get your seemingly accurate knowledge that the person is at "high risk",or stop using it to promote fear that will generate business. Also,once you disclose your sources that supposedly led you to determine that a person is at "high risk",then it can be determined if you are violating the HIPAA and reported to DORA.

Business Response:

Dear BBB:

Per the complaint from Ms. ***** ******.

Ms. ****** indicates that  she was unhappy with the language on a letter she received from us stating that the risk of stroke is high.  She felt that we were either being misleading or were referring to her personal information.

Our statement on the letter is as follows:

“Your risk of suffering a stroke is high – it affects 1 in 5 women and 1 in 6 men – and takes a terrible toll on families.”

The reference for this statistic is from the World Stroke Organization:  http://www.worldstrokecampaign.org/Facts/Pages/Thefactsbehind.aspx

and Stroke-Education.com:

http://www.stroke-education.com/stroke.php

and from original research widely cited on the CDC website from Seshadri and Wolf:

Seshadri S, Wolf PA. Lifetime risk of stroke and dementia: current concepts, and estimates from the Framingham Study. Lancet Neurol. 2007 Dec; 6(12):1106-14.

As you will also see from these sites, the risk of stroke is exceptionally high for all of us, specifically here in America as well as globally.  In the U.S., stroke is the 4th leading cause of death. Worldwide, it rises to second.  In fact, the Centers for Disease Control just released new data that shows that there are 200,000 preventable deaths from heart disease and stroke in the U.S. every year and more than half of these deaths occur in people under the age of 65, so even age is not as protective as we would like to think. (http://www.cdc.gov/media/dpk/2013/dpk-vs-heart-disease.html)

Contrary to Ms. ******’s statement, we did divulge where this statistic came from through our citation to the Centers for Disease Control.  We acknowledge that we could provide a more clear reference by using the citation for the original research or the World Stroke Campaign site, and will make modifications to our marketing to reflect this. However, we are not, as Ms. ****** states, trying to generate fear by citing unfair statistics or by implying that we know a specific individual’s health risk factors. We are simply citing well-known statistics about stroke’s prevalence in general.   There is no violation of HIPAA.

As for Ms. ******’s unpleasant experience on the phone with our representative, we are sorry she had such an experience, and can only offer our apologies.  We strive to provide excellent customer service to every caller and should have had her transferred to someone who could explain the marketing copy.

Thank you for your time and assistance.

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.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On may 13th 2013 I was surfing the net and while I was on our local grocery store website(Tops Friendly Markets)I noticed a promo for a $25 gift card to tops friendly market so I clicked it and life line screening appeared and stated that if you took a health exam you would recieve a $25 gift card. So I filled out all the neccessary information and signed up for a health exam.With my work shedule June 13th was the earliest date that works for me. SO they took my pay out my account that day and I showed up for my exam on June 13th 2013. After my exam I spoke with the young lady that signed me in and said do I get my gift card from you or tops?She said I should have recieved it within 7 to 10 days so she said let me go see whats going on. when she came back she said you should get it within 7 to 10 days. After ten days and no card I called to see what was going on, After taking all my info they said I should be recieveing it within 4 to 6 weeks, 6 weeks past and nothing I call again , now they tell me it will take 8 weeks ! so I wait another two weeks and nothing.so i call again now they say i'm not entitled to a $25 gift card because I didn't spend $150 and my exam was only $90? This was not stated on web site nor was this explained in person when I inquired about the card. So now she said she would be sending it off today??!! TODAY"?? BUT ok now today is exactly 16 weeks since they recieved my payment and 12 weeks since my exam and still no gift card $10 or $25

Desired Settlement: I would like my $25 gift card . They didn't have any problems recieveing their pay for their services I should not have this much trouble getting my gift card , at this point I feel like its false advertisement

Business Response:

Thank you for contacting Life Line Screening we spoke to Miss **** yesterday and this issue has been resolved.

 

Thank you

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

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm on the do not call list, I've received countless robocalls from 800-909-4576 aka Life Line Screening. I've twice asked to be added to their internal do not call list, to no avail. Regardless of how this complaint is handled, nobody should do any business with a company that chooses robocalling as a marketing strategy, I certainly never will.

Desired Settlement: Quit calling me.

Business Response:

Thank you for contacting Life Line Screening we do sincerely apologize for the numerous calls that this participant has received. We will remove him from our MAIL & CALL list so that he will never be disturb again by us. Once again we do apologize and 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

9/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Life Line Screening has been calling twice a day beginning July 24th. They leave no message when the answering machine picks up and they don't respond if we answer the phone. The number they have been using is 800-909-4576. We will never do business with Life Line Screening. We request the following:1) We request and expect the immediate and complete removal of all our contact information and all our personal information, including information associated with previous screenings from all of their (Life Line Screening) lists 2) We request and expect the immediate and complete removal of all our contact information and all our personal information, including information associated with previous screenings from all of the lists of everyone they have ever shared any of our information with.3) We request and expect the immediate termination of all contact from Life Line Screening

Desired Settlement: We request the following:1) We request and expect the immediate and complete removal of all our contact information and all our personal information, including information associated with previous screenings from all of their (Life Line Screening) lists 2) We request and expect the immediate and complete removal of all our contact information and all our personal information, including information associated with previous screenings from all of the lists of everyone they have ever shared any of our information with.3) We request and expect the immediate termination of all contact from Life Line Screening

Business Response:

Thank you for contacting Life Line Screening we have removed all her information from our mail and call list

 

Thank you

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The phone calls have stopped, however our two other requests were not addressed.


1) We request and expect the immediate and complete removal of all our personal screening information, including information associated with previous screenings  from all of their (Life Line Screening) lists


and


2) We request and expect the immediate and complete removal of all our contact information and all our personal screening information, including information associated with previous screenings   from all of the lists of everyone they have ever shared any of our information with.

Regards,

*** *******

 

 

Business Response:

Thank you for contacting Life Line Screening her information was removed from our system and other contacts. However by law our screening results are kept at Life Line Screening for 4 years in all but 6 states. Those other states is 6 years, after that they are shredded. We cannot destroy medical records until such time has passed.. Please note that we cannot by law share her screenings results with anyone because of HIPAA unless she gives consent and provide her doctor information with her signature to do so.

 

Hope this helps and thanks again for contacting us.

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

9/3/2013 Problems with Product/Service | Complaint Details Unavailable
9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Per written complaint - "I called to ck out the information from the letter I received from LifeLine Health Screening. The man who took my call explained to me what the screening was supposedly for. I explained that I was only interested in the information about the screening that was discussed in the letter I had received; but he stated that they would also do 6 more screening along with the 5 mentioned in the letter. He then asked me how I would be paying for the screenings, I told him I wasn't sure that I wanted to do all the other screenings he had just mentioned. I needed to know what that would cost me. He told me it would be a total of $219.00. I said NO!! I didn't want to do that. I only wanted the 5 screenings listed in the letter for $149.00. He asked me then (before an appointment time was set up) what credit card I would be useing for payment. I told him I didn't use credit cards, I only had my debit acct from my bank. He asked if it was such & such #? I said yes but I wasn't making any transaction for that screening, to just forget it. No appt was actually made that day by me. But they debited the amt anyway."

Desired Settlement: "I would like the settlement of the $219.00 (dollars taken out) plus the overdraft amount of $27.00 that was incurred to make my acct overdrawn; replaced back to my checking acct."

Business Response: Thank you for contacting Life Line Screening this customer was refunded back on 08/14/2013. The transaction id# is ************. Thank you and please let me know if I can be of any further assistance

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

8/24/2013 Problems with Product/Service | Complaint Details Unavailable
8/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used the service of LifeLine Screenings many several times in the past years.I receive constant letters from this company that they recommend that I do certain screenings again..per the outcome of the last screening.I recently paid online $119 for 3 tests they recommended I do again this year.When I arrived at the end of the day on Thursday, July 18 at *** ****** ****** ** *** ****** ** **** ***, Tigard, OR 97224, I showed them the recommend tests I was to get for $119. I was told that the letter I received recommending only the 3 tests was a general letter, not necessarily personalized to my needs. This was strange..as the letter was addressed to me specifically and only certain boxes were checked.I felt pressured to go ahead a purchase other tests that were not indicated that I needed again.I was 'upsold' an additional $245 additional tests...for a Total of $364!! I told them that I would be having my 'Women's Annual Physical in a couple of weeks and was not sure if this additional Female Blood Test Panel would be done at that time and paid for by my Insurance for which I pay $554 per month. I want a refund on that additional $245 immediately. I have always felt the LifeLine Screening was providing a service. When I left...I felt strange about the 'upsell'Two additional things have made me suspicious of this company's goals. I took home a $49 Colo-rectal Cancer Screening packet. On Monday, 7/22/13 I called the Corporate Office @1-800-364-9556 and spoke to Cust. Serv. Rep, *****. I told her I had tried to do the test, but found it too complex for me...I wished to be refunded for the test, as I would not be mailing it into the lab...but was willing to pay the $5 or so for the paper packet. She told me 'unfortunately' they could not refund the $49. She would have to speak with her supervisor. She called me back the following day, July 23 to inform me that per her supervisor, *****...'Unfortunately' No refund.Now I see more complaints about the company

Desired Settlement: Full refund. They have received hundreds of dollars from me over the past several years. I no longer will use this service. I do not want the test results. I will trust my doctor to ask for any tests I might need when I have my annual physical. I will be sending a letter to their Corporate office, as well as the Attorney General in Oregon regarding their Business Practice in this state. And if not satisfied will post to 'Scam Report' to add an additional report to the site.

Business Response:

Thank  you for contacting Life Line Screening we will refund

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

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Misrepresentation of prior test results. I had testing done by them in 2008. When I received a new solicitation this year, they stated that my previous artery screening indicated "mild/moderate results which means your arteries are partially blocked". But the results of my screening on 5/21/13 showed "normal" which means no blockage. They lied about my previous test results.2. I paid for an abdominal aneurysm screening as my father died of this. This test was done on 5/2/13 but they didn't send me the results. I wrote to the company on 6/12/13 but they haven't replied.

Desired Settlement: 1. Refund of $129. 2. Send me the results of he abdominal aneurysm screening.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Life Line Screening is dedicated to offering quality services and accurate results. We also value all our customers’ feedback and are always willing to reply to issues or questions with the necessary details and without undue delay as feasible.

Our Clinical team reviewed the results which were provided to Mr. **** for his screenings done in 2008 and 2013. In addition the results letter for the May 2013 screening was corrected to reflect the results of his aortic aneurysm ultrasound. We sincerely apologize for the previous omission of these results.

Both screenings date July 29, 2008 and May 21, 2013 were consistent in regard to the results of the carotid and aorta ultrasound. Both screenings showed no evidence of an abdominal aortic aneurysm, and both screenings showed no evidence of ,what we refer to in diagnostic imaging, “hemodynamically significant blockage” in his carotid arteries. We apologize for the confusion but the results of July 29, 2008 stated “mild” plaque which was actually very mild thickening of the intima (or inner layer of the artery). Our reading physician who interpreted the results for May 2013 did not chose to interpret this in the same fashion, which is not unusual and is something still debated in diagnostic imaging.

In conclusion, both screenings showed similar results, which were both (and for both tests) within normal limits.

We sincerely thank you for your understanding and patience and again apologize for any misunderstandings reading the letter may have cause

Consumer Response: I think Lifeline Screening is a fraud.  They are trying to scare consumers.  Please tell them to remove me from their mailing list. 

Business Response:

Thank you for contacting Life Line Screening we appreciate all comments and we will remove customer from our mailing list

 

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

7/29/2013 Delivery Issues | Complaint Details Unavailable
7/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have written a cancellation letter, also e-mail and phone call. I am still receiving material and phone harassment. I have used them twice. I have insurance from my former company and have four doctors. This is very poor customer service. Sincerely: ****** ******

Desired Settlement: I want all communication stopped from these people.

Business Response: Sorry for the delay and thanks for contacting us. We have removed her from her call back and mail list. Please let us know if you have anymore questions and sorry 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

7/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company continually sends unsolicited, unwanted junk advertising mail to my address with the name "*** ******" as the addressee. There is no *** ****** living at this address, never has lived at this address and will never live at this address. Attempts to contact this company through their website is fruitless as their "Contact Us" page will never let you send them a message...it continually tells you that there's a problem with how you filled the page out, even when there's not. I want this mail stopped and stopped immediately. I want my address removed from their data base immediately.

Desired Settlement: Remove my address from their database immediately.

Business Response:

Thank you for contacting Life Line Screening, please accept our deepest apologies and we will have this name removed from our call & mail database.

 

Thanks and 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

6/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have receveid up to 10 calls a day from 800.909.4576 and they leave no message. When I answer I get put on hold and then eventually told their offices are closed. I have directly called and spoke to a representative asking them to remove my phone number on 2 occassions now within a 2 week period. I have been assured my phone number has been removed from the list and will take place after midnight. However, I continue to get unsolicted phone calls to my business phone.

Desired Settlement: I would like the phone calls to stop immediately.

Business Response:

Thank you for calling Life Line Screening and we sincerly apologize. We will have her information removed immediately from our call back and mail list

 

Thank you

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

6/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Same issue as other complaints filed. Keep receiving unsolicited calls on cell phone. Had screening three years ago and am now getting junk mail and unsolicited calls, no message left. I am on the DNC List.

Desired Settlement: Please remove me from mailing and calling list.

Business Response:

Thank you for contacting Life Line Screening. We do apologize for the unsolicited calls and mails that you have been receiving. We will make sure you are no longer contacted by phone or mail. We will remove your name from our database immediately.

 

Thank you

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

6/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a test I didn't need and canceled it during my visit and was told I would be refunded the full amount of $70. I also was told the bone density test didn't work on me and would be refunded for that test, but again no refund. I called after I received the test results and ask where my refund was for both test and she said it was just $70. I said I was told at the site the bone density test didn't work on me and someone wrote on my sheet some figures that weren't possible without a reading and I wanted my money back. She said I have to follow procedure and it was only $10. I said it was 1 of 5 test so shouldn't it be 1/5th back and she said no $10 dollars. This experience was horrible and what bothers me is the false numbers put on my paperwork after I was told The test didn't work. I have no faith in the this procedure and would like my money back. I hate to imagine how many other people they did this to and think they need to be looked into by a medical board.

Desired Settlement: Refund and ASAP....

Business Response:

Thank you for contacting Life Line Screening. Mr ******* was refunded a total of $80 for results that we were not able to perform. He spoke with our CSR on Saturday and the refund was already completed for him.

 

Thanks and have a great day

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.  Although, I am still very disappointed with the way things were handled and the nondisclosure of the refund of the test that didn't work. Plus the fact that someone wrote down numbers they never received. I am wondering how many elderly people on a fixed income this happens to......Not happy with the whole process!

Regards,

 

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

 

 

 

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

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had went to life line three ago and this year i received another advertisement in the mail stating the cost was $129.00 and was considering going, I called to make an appointment for 05/21/13. I called my doctor and he told me that it wasn't necessary. I get another letter stating the price was now $139.00. I called to cancel and I was told that I had already paid. I asked how was that possible? They told me that they had charged my credit card for the service. I told them I didn't approve any credit card charges and that I was going to pay by check when I came in. But at this time I wanted to cancel. They agreed to reverse the charges to my credit card and I will be watching for that. I would like to warn others about them changing the price after making the appointment and the unauthorized credit card charge.

Desired Settlement: Unspecified

Business Response:

Thank you for contacting Life Line Screening but the only way to charge a credit card is, if one was provided at the time of the appointment. We will cancel for her

 

Thanks

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

5/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In late April or early May I visited Life Line Screening website to check for upcoming screenings in my area. After providing a good deal of personal information I found there are no screenings in the near future so I left the website. Between 1 & 15 May I have received 6 phone calls from the same 800 #, which turns out to be Life Life Screening. Only the last time was a message left.1) I never answer unidentified calls. 2) I did not request to be contacted by Life Line Screening. 3) My cell # is on the "do not call" list. 4) I don't appreciate using cell phone minutes for unsolicited calls. 5) Six phone calls in two weeks is EXCESSIVE advertising and ABUSIVE in my opinion. 6) Now that I am positive the calls are from Life Line Screening, the number will be blocked.A casual browsing of a website should not result in unwanted, unrequested phone calls. This poor practice has turned me off from ever using Life Line Screening again.

Desired Settlement: 1) For BBB information and dissemination as appropriate.2) I request my personal information be permanently deleted from Life Line Screening marketing lists or records of any kind which may contain my personal information.

Business Response:

Thank you for contacting Life Line Screening. We do apologize for this inconveniecne and we will remove her name and phone number from our mail & call back list.

 

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

5/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Poor serviceComplete lack of pre testing instructions that made have made 3 of the test they charged me for invalid or totally useless.Promises made on the phone not kept by the firm.Complaint to company by telephone not possible on automated menu. Finally got a live person who took my name & telephone number - no response within 3 working daysAnxious to sell me other servicesThey also may be selling my info to numerous tele-marketers. Since registering for the screening I now receive 1 to 3 phone calls daily from some firm selling medical equipment or services to elderly people.I would not recommend these screenings to anyone.Local test givers were polite but the event was both overbooked and understaffed.Difficult to impossible refund policy.Not a pleasant 1.5 hours plus wait after my scheduled appointment time for 45 minutes of testing. Everybody had to wait that long except for numerous people who left unhappy due to the long wait time.Wait for test results is 2 to 3 weeks so they say. I will see.

Desired Settlement: get test response on schedulefree retest if needed orrefund of paymentMore honesty by firm in there advertising and telephone practices.

Business Response:

Thank you for contacting Life Line Screening , we will contact this customer today and offer a rescreen or refund of the tests that were not administer. We will also remove his name from our mailing and call back list to avoid any telemarketers call.

Thanks and have a great day

Consumer Response: The firm did refund about one third of what I spent with them.  Their customer service is unique at best & very difficult to navigate with their phone system.   

They only returned my call after my complaint with the BBB.  The service is over rated, constantly unperformed my expectation and the adverting may be misleading.  The firm may be preying on  the elderly and the underinsured. This firm knows how to advertise to get the customer's dollar.  

The bad taste left in my mouth over the poor service both at the screening and with the complaint department will linger for a long time even the service was free.  I would not recommend the hassle of dealing with them to anyone.  

If & when I get my test results in a month or more I expect more hassles.


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.

5/16/2013 Advertising/Sales Issues | Read Complaint Details
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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

5/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Received notification for products totaling $99 with coupon. Called and was told needed new package at cost of almost $300. I have no known health issues and wanted the five "recommended tests" as advertised. Very disappointed that this company uses a sales tactic when you call to schedule according to their reasonable offer that becomes unreasonable. The servicer was polite and just doing their sales job. My resolve is to be off their mailing list permanently and phone list permanently. "Their" refers to Life Line Screening and not the polite servicer.

Desired Settlement: off their mailing list and off their phone list permanently.

Business Response:

Thank you for contacting Life Line Screening, we do apologize for the inconvenience and we will remove her permanently from our mail list. However, please be advised that she might receive one more mailing before it is fully processed and terminated from our systems

 

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

5/15/2013 Problems with Product/Service | Read Complaint Details
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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

5/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had scheduled Life Line Screening appointments for myself and a friend for 4-3-13 and had received multiple reminders of the appointments. This agency's policy clearly indicates that clients must give at least 48 hours notice to receive cash refunds for cancelled appointments. However, Life Line Screening cancelled our appointments with only four hours notice. On 4-3-13 around 11:00 am, I received a phone call from a Life Line Screening representative who informed me that the appointments were cancelled due to "staff shortage." I informed the representative that both my friend and I had taken the day off from work in order attend the screenings and this would result in a sustancial loss of income. He directed me to an agency phone number where I repeated my concerns to another agency representative. Also, I have left phone messages and two emails to Life Line Screening indicating the loss of income and requesting a return call but no communication from this agency has occurred to date. This agency states that communications will be returned within one business day.

Desired Settlement: Life Line Screening will give full refund AND provide the selected screenings at no costs OR reimburse both clients for lost income of approximately $300.

Business Response:

Thank you for contacting Life Line Screening we will be contacting this customer today and provide a full refund of screenings. We will also offer a rescreening at no cost

 

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. 

Regards,

 

*** *******

 

 

 

Consumer Response: Consumer responded by phone. **

The consumer indicates he has not had contact with the company or received a refund.

Business Response:

Thanks for contacting us. His credit card was refunded on 04/16 and he did attend another screening on 04/15/2013 so please ask him to verify with his credit card company. We did leave a message on his answering service again today

 

Thanks

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

5/3/2013 Problems with Product/Service | Read Complaint Details
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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

4/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went for what was my sixth Lifeline Screening at First Church in Athens, AL on April 3, 2013. I originally began the screenings after a brother died of an aortic aneurism. My physician didn't think I needed to be screened for aortic abnormality so it reassured me I could be screened by Lifeline any time I wished. I have been recommending the aortic screening to another brother, but he has resisted. Over the years, I have followed the recommendations suggested to me by Lifeline for other conditions because the screenings are relatively inexpensive and I had developed a confidence in the company. I was scanning my receipt about halfway through the screening process when I noticed I was absent a colon cancer kit or any mention of it. I went to the 40-ish woman at the check-in station who apologized, saying it was her first day on the job. She handed me a colon kit, then asked, didn't I want a blood test? I told her after my screening I was headed to the lab to have blood drawn for physician-ordered lab work. She continued, as if I hadn't spoken, THEIR blood work would tell me if I had diabetes or lung disease. Thinking this was something new, I agreed for an extra $70. I was furious when I realized THEIR blood work was a lipid panel and glucose test. Then, when I asked her if I had diabetes or lung disease, she replied, "We're not doctors". I asked her why she "sold" me a blood test when I told her I was having blood work done within the hour. She said it is called "suggestive sales". She had left a medical office to work for Lifeline. Therefore, she should have known better. I wish I had not been so angry. I would like to have explained to her that there are situations where you have to use your own BETTER judgement. This experience has certainly shaken my confidence in Lifeline Screening. I have access to excellent medical care. Therefore I will continue to have aortic aneurism screenings with them, but nothing more. I would at least like my $70 refunded to me. Thank-you.

Desired Settlement: I would like the $70 I paid for an unnecessary blood test refunded to me.

Business Response:

Thank you for contacting Life Line Screening and I sincerly apologize for all the confusion and inconvenience. I will have her $70 refunded today

 

Thanks

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.  If Lifeline Screening does not follow through, I will certainly let you know. Thank you very much for your assistance.

Regards,

 

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

 

 

 

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

4/16/2013 Billing/Collection Issues | Read Complaint Details
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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:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******

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

 

Cancellation Policy

A full refund is issued if you call to cancel at least 2 days prior to your appointment. If less than 2 days notice is given, we will issue a Gift Card for the full amount to be used by you, or anyone you choose for future screening services. 

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

4/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a mailing for a health screening and I called to check it out. After giving the lady my information and making an appointment for May 2 the woman brought up several other tests and rattled off all these charges and said opps!! what is going you are confusing me, I have no idea what you are talking about. Then she told me I had to pay by credit card at that time and with all the confusion I said forget it and hung up.Then they sent me a confirmation notice. I DO NOT PLAN TO TO THERE. PLEASE DO NOT CONTACT ME AGAIN IN ANY WAY SHAPE OR FORM.

Desired Settlement: THEY SENT ME A CONFIRMATION WHICH I WILL NOT HONOR AND DO NOT WANT TO BE CONTACTED BY THEM IN ANY WAY SHAPE OR FORM

Business Response:

Thank you for contacting Life Line Screening and we do sincerly apologize for this confusion. We will make sure that she is cancelled off our schedule.

Thanks again and 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

3/22/2013 Problems with Product/Service | Read Complaint Details
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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

**********

Tax ID: **********
Medicare Denial Code: A-9270   
We do apologize for the inconvenience. Once again thank you for contacting Life Line Screening and have a great day

 

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.

3/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I had several screenings when they offered the service in Orwell, Ohio on 07/28/2012. They were having problems with the bone density machine so this test was never completed. We opted for a refund instead of rescheduling the test for a later date. The charge for this particular test was $10 each. Lifeline Screening did process one refund $10 to our bank account, but still owed us $10. I contacted Lifeline about the additional money that should have been refunded. After much discussion they told me they were having difficulty with their paypal service and they would mail a check for the remaining balance. As of this date, 03-18-13, they have not refunded the additional $10 for the bone density test.

Desired Settlement: I would like them to refund the $10 as they assured me they would. Thank you.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. I have checked with our refund department and we issue 2 credits of $10 each on 08/06/2012. Please have them check their statement or contact their credit card company for verification

 

Thanks again

Consumer Response: Lifeline Screening's response is incorrect.  They made one refund of $10 which was posted to our bank account on 08/07/2012.  I contacted Lifeline  by telephone and they said they would send a check for the remaining refund because their paypal account was having difficulties  What type of clarification is needed?  A copy of my bank statement?  Even so, I would black out the acct number so would showing the refunded entry be enough to dispute their response??? 

This is ridiculous.  We'd like the money back from the procedure that was never performed.  What do we have to do to get this accomplished?
Thank you.

Business Response:

Thank you once again for contacting Life Line Screening we did put through another credit of $10 today . Please have her verriy with her credit card company for confirmation.

  Transaction Reference ID
************

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.  The refund has been deposited in my account today.  Thank you.

Regards,

 

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

 

 

 

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

3/21/2013 Problems with Product/Service | Read Complaint Details
X

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. 

Regards,

 

***** ******

 

 

 

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

2/26/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had an appointment with life line screening at 10:15AM in Duck, NC today. There are many addresses for life line screening so this was the first listed so I chose it. I took time off work unpaid for my appointment. When I arrived for my 10:15AM appointment I was told to wait in line behind 20 other people. I had a scheduled appointment but that did not matter to the person. I will now be working 11 hours tomorrow since I took time off today. I had to cancel the appointment to be at work this afternoon since I did not have 3 hours. Bottom line is life line gives you an appointment time but does not respect it.

Desired Settlement: Let everyone know life line does not respect appointment times.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. We spoke to the team about this issue and there were a few people ahead of Mr ****** but not 20. We do apologize for the inconvenience this has caused him, but when appointments are schedule, participants are notified that the entire appointment experience could vary to as long as 45 to an hour. I am sorry that the receptionist told him 90 minutes.

We would have offered to refund him the total cost of his screening but he chose to reschedule his appointment for another day after speaking with one of our managers. This means, he is willing to come back to be screened by us. Once again we sincerly apologize and hopefully when he returns he will have a much better screening experience.

Thank you for contacting Life Line Screening 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There were 20 people ahead of me, I counted them. Also, I was told it would be a 90 minute plus wait to be seen. The response is correct that I rescheduled because I want this screening done. I was never told I would have to wait. My appointment was at 10:15AM. Life line is taking customers monies and misrepresenting appointment times. They should not set appointment times because walk ins get preference. If you had an appointment for 10:15 wouldn't you think it will happen at 10:15. I understand a 15 minute delay. It happens at Doctors offices. But 90 plus minutes is not acceptable.

Regards,

 

 **** ******

 

 

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

2/20/2013 Problems with Product/Service | Read Complaint Details
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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

2/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I do not know how this company received my name and address as I have NEVER requested any information from them. In the past 3 years, I have talked to at least 3 customer service representatives requesting that my name be removed from their mailing list, with each one assuring me the matter would be taken care of only to continue to receive the mailings. I have also left 3-4 voice messages on their mailing preferences phone line requesting my name be removed from their mailing list to no avail. When I received another mailing last October, I sent it back stating return to sender, please remove me from your mailing list, 7th request and yet I still received another mailing today, 1-19-13. Since this has become harassment, I want my name permanently removed from this company's mailing list and I do NOT want to receive any further correspondence from them.

Desired Settlement: I want my name permanently removed from this company's mailing list and I do NOT want to receive any further correspondence from them.

Business Response:

Thank you for contacting Life Line Screening and we do apologize for the delay in responding to this complaint, but we wanted to be absolutely sure that her name was removed from all our databases, not just the main one.

Today I received confirmation that she has been completely removed. Once again we do apologize and that you for contacting us.

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. 

 

Regards,

 

 

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

 

 

 

 

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

1/8/2013 Advertising/Sales Issues | Read Complaint Details
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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.

Regards,

 

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

 

 

 

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

12/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 31,2012 I under went a series of screenings conducted by Life Line Screening one of which was for Atrial Fibrillation. The result given to me was No Atrial Fibrillation. The Clinical Measures utilized was 4-Limb EKG. A little over 2 months later on June 5, 2012 I had an appointment with my primary care physician who after taking my blood pressure informed me that I had Atrial Fibrillation and prescribed a medication for it. Subsequently after determining the seriousness of this problem I wrote a letter to Dr. ********* making him aware of this lack of correlation between the screening test and the doctor's examination and asking for a retest by Live Line Screening. I did not receive a response from him. A month later I wrote another letter to Dr. ****** at the same location as Dr. ********* but again I did not receive a response. I now question the validity of the test procedure particularly regarding my condition since my Atrial Fibrillation test was listed as normal.

Desired Settlement: A retest for me at another test site here with results given to me to give to my primary care physician for her evaluation. This testing to be done at no cost to me.

Business Response:

Thank you for contacting Life Line Screening. We will contact Mr ***** today for a rescreening of the Atrial Fibrillation Screening. We apologize that noone got back to him but we never received his complaint. His doctor should have advised him that you are not always 24 hours a day in Afib. This disease is intermitten and at the time of our screening he was not in AFIB and this could very well happen again, but we will be very happy to rescreen him.

 

Thanks and 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

12/7/2012 Problems with Product/Service | Read Complaint Details
X

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

10/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Earlier this year Life Line teamed up with Dr. Oz for a contest that would provide up to 5,000 6 for Life screenings free. Contests are known to be an effective form of Advertising. I entered and the next screen told me I had won and would be receiving an email with instructions on how to claim my complimentary screening. An hour later, I called my granny and told her she could try to win. She was also able to get a confirmation screen saying she won & would be getting an email. Neither of us ever received an email from Life Line. I left a comment online and I got a call from **** ********* on May 7th, 2012. He told me that only my grandmother was on their list as having a complimentary screening and that there must have been an error with mine. He said my granny could let me use her complimentary, and she wanted to do that cause there is only one and thought I needed it more. According to the official contest rules, the screening needed to be scheduled by September 30th, 2012 (tomorrow) and must be completed by October 31st, 2012. Days ago I called customer service and talked to a woman named ***** who was rude, she would cut me off when I was speaking, read the fax number out way too fast, not helpful at all. She just told me to fax the rules to the attn: of ******* *******. It would be much easier to email the link to the official rules, which they should be familiar with because they agreed to them. I didn't think there would be a problem scheduling close to the expiration date, because I expected everything would work the way it should. I've had a lot going on during the Summer, in June I lost a cousin and in August I lost Papa, so making an appointment didn't seem so important then. I feel as if I've been scammed, even before I've had the change to try the service.

Desired Settlement: To Receive 1 Complimentary Screening. It would be a replacement for the one I earned, but will be expiring tomorrow. I earned it, but customer service told me they wouldn't honor it even though it hadn't expired at the time of contact.

Business Response:

Thank you for contacting Life Line Screening I did research this complaint and it seems this participant was already taken care of on 10/01/2012. She has an appointment schedule on 10/18/2012. If you need any further information please let me know and as always,

 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

10/6/2012 Advertising/Sales Issues | Read Complaint Details
X

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

9/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Half of my paid-for medical tests came back as "unable to be processed".

Desired Settlement: I either be refunded in full for ALL tests paid to date, as I will now need to pay for a second visit with my personal physician to review tests by others, OR LLS retests me for free for those tests, at my office, and I pay only for the tests that were previously processed properly in the first place, but that the retests be provided for free.

Business Response:

Thank you for contacting Life Line Screening and we sincerly apologize that this complaint was sent to you. Mr ***** osteo test was cancelled because we were not able to get a reading and he is due a refund which will be processed today.

His other blood results , his specimen was compromised and the test was not able to be completed, we notified him in his results letter about these tests that he needed to call in to our office for a refund or a rescreen.

We will contact him today and either rescreen him or refund him, the choice will be his.

Once again thanks for contacting Life Line Screening and 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

6/26/2012 Problems with Product/Service | Read Complaint Details
X

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.

6/26/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I do not know how they got my address or my name. I have not contacted this organization for any purposes. I do not appreciate being named and sent specific information without my prompting the mailing. I would like to be removed from their mailing list. I do not know this company and just found out what type of services they provide over the Internet. I do recall receiving an advertisement form the local site in ********** but did not respond. I may have taken a blodd pressure check at a grocery store, but did not think I would receive further contacts or solicitations for business. Thank you in advance for your assistance. ********* ******

Desired Settlement: Remove me from their mailing lists.

Business Response:

Thank you for contacting Life Line Screening we do apologize for the delay in responding but I wanted to be absolutely sure that her name was removed from all chanels of our mailing lists.

Please assure her that it has been removed and she should not receive anymore letters from us.

Thanks and have a great weekend

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

6/12/2012 Problems with Product/Service | Read Complaint Details
X

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.

6/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 88 y/o mother signed up locally to obtain testing in******* ** in June.She sent in a check and has since been hospitalized. I am attempting to contact LIFELINE, HOWEVER the only contact on their website takes you to only instructions on what to do PRIOR to the testing. There is no contact information whatsoever ! The only way I found what I believe to be a contact was throught your site.They allow no way to contact them directly on any of their websites !

Desired Settlement: Refund for 120.00 written and cashed by lifeline.She is hospitalized and will be unable to complete the testing

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint we will refund her mother ****** *********** the full amount of her screening $142.00. Our accouting department should have this check mailed in about 7-10 days. I have also submitted the complaint that our ph# is not being displayed on our Life Life Screening webiste. We will have this corrected ASAP.

Please advise if check is not received in 14 days please have her call me directly at 1-800-897-9177 ext ****

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

5/4/2012 Problems with Product/Service | Read Complaint Details
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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

4/25/2012 Problems with Product/Service | Complaint Details Unavailable
4/24/2012 Problems with Product/Service | Read Complaint Details
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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. 

 

Regards,

****** ****

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

4/17/2012 Advertising/Sales Issues | Complaint Details Unavailable
4/13/2012 Problems with Product/Service | Complaint Details Unavailable
3/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted, paid $194 and had a Life Line Screening on Feb. 9, 2012. On Mar. 2, I received an e-mail that my results were on line and could be accessed by entering my zip code.Multiple call to the provider resulted in no success. I was told they would mail the results and as of today March 13, there are still no screenining results. In the process, I have spoken to at least 6 Customer Service reps and each has assured me "it's in the mail. They were also unable to open the data with the zip code at their facility.I have received a complimentary screening for 2013, but I would like the results of my 2 hr proceedure now. Their Customer Resolution Specialist has respnded several times by saying "its in the mail, be there in 27-10 days" Please help

Desired Settlement: I requested on March 12, 2012 that they Fed Ex my results, but nothing yet.

Business Response:

Thank you for contacting Life Line Screening in regards to this complaint. Our records show that we emailed her results twice to her but today I will send via UPS tracking#

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

for tomorrow's delivery we will send to the address that was provided in this complaint.

Thanks and 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

2/17/2012 Problems with Product/Service | Read Complaint Details
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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.

Regards,

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

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

1/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called this company and wrote to this company and they are not honoring my requests. I want them to remove me from their mailing system. I've told them that I am not interested in receiving their mailings and was told by a customer service representative that she would remove me from their system so that I would not receive any more mail from them.....but I did! Now I am asking for your help please. I've tried twice with them, well really (3) times with them. I mailed my request again this past weekend but doubt it will do any good. Please help me out with this if you can. I would greatly appreciate it.

Desired Settlement: Just to remove my name and address out of their mailing system so I will no longer receive their unwanted mailings.

Business Response:

Thank you for contacting Life Line Screening. We do sincerly aplogize, and we will remove Mrs *** from our mail list immediately. Please be advised that because we process letters months in advance she will probably get one more mail from us. Please ask her to disregard because that would be the last one, if she gets it.

We will make sure that her name is permanently removed and we do apologize for the experience she has had in the past.

Thanks and HAPPY MONDAY

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

1/27/2012 Problems with Product/Service | Read Complaint Details
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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.

12/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a advertisement in the mail about several tests they were giving. So I made a appointment and went. They screened me for several screenings including for osteoporosis, knowing I already had osteoporosis. Their results showed low risk for osteoporosis, and I have several reports from specialists showing I have osteoporosis. They got this screening wrong how many others did they get wrong and how many people lives are at risk because of the results that Life Line Screening? I called the phone number and told them the problem, and their response to me was they don't diagnose a disease they just screen!!!! I informed them I wouldn't recommend them to anybody and said I would tell my friends, they informed me to go ahead. Life Line Screening is taking advantage of seniors and fixed income people. Shame on them!!!!

Desired Settlement: I believe they should refund everyone's money that got a false result from them and be put out of business. People lives are at stake!!!!

Business Response:

Dear *******:

 

I am emailing to respond to the complaint forwarded to us by ******* *******.  Ms. ******* indicated that she received screenings from us, including a bone density screening of the heel, and that the result of that one test is incorrect. Our test found a low risk for osteoporosis and Ms. ******* states that she already knows she has osteoporosis.

 

The test we provide is first-rung screening for bone density risk based on an ultrasound of the heel calcaneus, a part of the heel that is similar in density to the hip, which is why it is used. It is not a diagnostic test and should not have been used on a person who is already diagnosed with osteoporosis.  We do not know if Ms. *******, as a part of her diagnosis is already receiving treatment, what kind she may be getting, or the status of disease, all of which can affect the test.  This test was simply inappropriate for her and should not have been a part of her screening package. 

 

Ms. ******* also did call in to express her concern about this situation and the call was handled by one of our representatives. This representative did not fully understand the nature of the call or the complaint and did not provide a refund as she should have, nor did the representative elevate the call to a supervisor where it could have been handled more effectively.

 

Given these facts, we are contacting Ms. ******* and offering a full refund and an apology for the poor customer service. This refund will include the full costs of her entire screening package, not just the osteoporosis test. We will explain the limitations of the and that she should not have had it in the first place.  We are also working with the customer service representative to do additional training to ensure that future calls are handled more effectively.

 

Thank you very much. I hope this fully addresses the complaint.

 

 

****** *. ******

Communications Director

Life Line Screening

6150 Oak Tree Blvd., Suite 200

Independence, OH  44131

Phone: ###-###-####, ext ****

Or,  ###-###-####, ext ****

Fax: ###-###-####

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.

11/29/2011 Problems with Product/Service | Read Complaint Details
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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.

11/17/2011 Problems with Product/Service | Complaint Details Unavailable
10/21/2011 Advertising/Sales Issues | Read Complaint Details
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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

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