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Complaint Details
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Initial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction 03/27/2023 Order a test and did not even finish all the information needed. Called to cancel the test with 5 mins of going though the process only for them to tell me they will keep 20% of my funds. They say it is says that online but it is not evident and I am sure it is strategic to steal from people. I was told by *********************** that once the order is made after *************************************************************** signs off on it. I called within 5 minutes so that makes so sense as to why they would not refund my money. I want my money back. They are stealing from people because they can. Poor business practice. I will seek legal action based on the principle.
Business response
03/29/2023
I called and spoke with *************************** told him we have no record of a call or a transaction under his name and we do not have a policy that would deduct 20%. I asked him if he may have confused our company with another that he was dealing with.
He told me that it was not an opportune time to discuss and asked if he could call me back. He said if he was wrong he would remove the complaint but wants to call me back to discuss.
*************************Initial Complaint
03/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
**************** has been rude towards me. They are telling me my last *** test which was ordered 3/2/23 does not qualify for the code ULTADB23 for 20 percent off. I even received another email for code ULTAEEBA. It infact does when i apply the code on my end. I have a screenshot as proof and I put my the same order for the *** TEST in my queue with the discount. I am requesting to be refunded the $2.59 difference. I spent hundreds of dollars on tests through this company for my elderly mother and I am not being treated as a loyal customer. I would not recommend this company after the way I have men spoken to by ****** today. All I am asking for is my refund, which is nothing compared to all the money I spent.Business response
03/06/2023
We have contacted the customer and discussed her service issue. The customer was polite and professional and understood our policy in regard to our promotional discounts and how they are coordinated when a test is already on sale. We have refunded the patient for the cost of the test and consider this issue resolved.
Thank you
**********************;
Ulta Lab Tests
Customer response
03/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Initial Complaint
01/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a set of lab tests on 1/27/23 and the instructions in the confirmation email I received said in bold font to bring a specific form to the test lab. The business did not provide this form nor is there any way to access the form on the business' website, which means I paid for a service I am unable to use.Business response
01/30/2023
BBB
Tell us why here...
We have attempted to reach **** to discuss the issue in order to resolve his complaint. We have issued him a full refund per his request. The situation was confusing for the patient as the instructions to print the requisition did cause the patient to be confused. The patient had selected a mobile phlebotomist to do the draw and when this method is selected the patient only receives fasting instructions. This issue has been escalated to our operations team to resolve and eliminate happening in the future.
We would be glad to discuss the problems with the patient but as of this communication we are considering this case to be resolved.
Sincerely
*************************
Sr VP of Operations
Ulta Lab Tests
Customer response
02/02/2023
Better Business Bureau:The business was very proactive in reaching out to contact me to resolve the issue. The issue has been resolved satisfactorily.
Regards,
*************************
Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This issue is being brought to you by me, the ordering physician, for patient ***********************. DOB 7/15/1998. He had labs ordered and drawn by ********** This was done at a contracted facility in ******* **. Labs were then incorrectly submitted to his insurance despite being prepaid where balance should have been zero dollars. Patient is now being charged $856.37 by UPMC health plan. Both UPMC health plan and Ulta refuse to address the issue. Ulta did partially refund the cost of the lab but now since it was incorrectly submitted to his insurance when it never should have been, this patient has a large **** which was somewhat fraudulently done as it was a pre-paid lab service and NEVER should have been submitted.Business response
10/22/2021
BBB complaint #********
We have been in contact with Dr. ************************ D.O., P.C., to discuss his complaint. We are working with **** to correct the billing error. The patient presented the requisition from Ulta Lab Tests, but the order appears to have been processed within the **** system instead of Ulta Lab Tests contracted agreement with Quest Diagnostics. We are working with **** to correct the error and remove the charges being sent to patient ***********************.
Sincerely,
**** Roehm
Ulta Lab TestsCustomer response
10/22/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The office at ******************* said they do not accept the lab slips from this lab. They were empty and yet refused to see me without an appointment that was over a week away and they said they had turned other patients away with the same slip even though the website clearly states you can walk in wthout an appointment and the entire place was empty.Business response
10/11/2021
On October 11, 2021, *************************, our Senior VP of Operations, spoke via phone with Mr. ************************* regarding the service experience with our partner Quest Diagnostic's lab collection service and apologized on behalf of our company. He explained to him that we take our customer's input and constructive criticism seriously and take pride in our partnership with our lab provider. He informed him that we have reached out to Quest Diagnostics, our lab partner, to provide a solution; we are committed to make his next experience a pleasant one that meets his expectations. ************** was appreciative that we took the time to call him directly. ************** was extremely professional, and understanding as ************************* explained our customer service expectations. **** shared his direct contact information with ************** in the event he needs assistance in the future, and he is welcome to contact him directly.
Thank you,
*******************
Customer response
10/12/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Please do not publish my name.please confirm my name will not be published.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.