Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been buying SimpleLeaf flushable wipes. The only problem is false advertising. They are not flushable and do not degrade. They blocked the plumbing for my toilet. I was charged to have the toilet removed. I received this message. I have photos too.Hello, Hope you are doing well. We wanted to inform that the charge for 4 hour labor required by the maintenance teams has been posted to your account. there is now a balance of $110.76 balance due on your account. Please submit your payment as soon as possible to avoid on going notices and keep your account current. REMOVED| Account Specialist

  Business Response

  Date: 10/14/2026

  Hello! 

  Thank you for reaching out however, I want to clarify that our company name is SimpleLab and our main focus is environmental testing -- specifically for things like water, air, soil, food and more. 

  While it sounds like you had a truly terrible experience, we are not going to be able to help as it is not our company. I would recommend reaching out to SimpleLEAF directly. Our company is unable to help with issues with another company. 

  Wishing you the best of luck :) 

• Initial Complaint

  Date:10/02/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against SimpleLab (Tap Score) due to inadequate product warnings that resulted in a completely falsified, corrupted test result and an unnecessary, out-of-pocket financial burden.I purchased a comprehensive well water test kit from SimpleLab for $300. The results came back positive for total coliform bacteria. Terrified that my familys drinking water was contaminated, I hired a licensed well plumber to inspect our system.Upon inspection, the plumber confirmed that our well is perfectly sealed, and completely free of issues. However, when she unscrewed our kitchen sink faucet head she discovered a localized buildup of dark mineral sediment and airborne pink bacterial biofilm. The plumber confirmed that sampling from this uncleaned faucet head completely corrupted the sample, picking up localized fixture grime rather than testing the actual well water.While SimpleLab's instructions mention removing the aerator if possible as a step, they completely fail to include a warning that ignoring or missing this step will entirely invalidate a $300 test. THIS SHOULD BE IN BOLD FONT. As an everyday homeowner, I had no technical knowledge that a standard faucet fixture could harbor external bacteria capable of falsifying a professional lab report. SimpleLabs product lacks clear labeling regarding the extreme sensitivity and high risk of false positives.I contacted SimpleLab to explain that their product produced a potential false positive& now I dont know if my well actually has coliform. I requested a replacement bacteria test to finally get the accurate reading of my well water that I originally paid for. The company offered a 50% discount to buy another test ($99). I should not have to pay out-of-pocket twice b/c of a lack of clear instructional warnings.I request that SimpleLab provide a free replacement Coliform&E. coli water test so I can properly collect a clean sample&receive the accurate well water data I originally paid for.

  Business Response

  Date: 10/05/2026

  Hi Valentine, 
  I am really sorry about the process and the trouble that you ran into. As we discussed via email, our directions state that if it is possible, the aerator on your faucet should be removed. This is easy to see in the 4th step of the directions (attached here). 
  Our team is very helpful and available to provide guidance and clarification at any time. We make it very easy to chat, email or call in with any inquiries! 
  I do sincerely apologize that your experience was not to your expectations and I wish it had gone smoothly, truly. As I said in our last conversation, we remain here and willing to help if you would like to proceed with a new coliform test. I am happy to help arrange a free at-home coliform test kit. If you'd like to do that, please reach out to us via email and I'll get that arranged for you. 
  Kindly, 
  SimpleLab Team
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website for SimpleLab has a contact button, but the button doesn't work when I click. There is no way to contact them at all. No phone number. Nothing. I ordered a password reset to my email and twice I haven't received an email, although the password reset seemed to go through. Twice their website confirmed that the password reset went through. Are there two gmail accounts under the same email?I received an email from a sister website called Tap Score, but it doesn't seem as secure as the original website. Is Tap Score legitimate?I also wanted to confirm that they changed the lab for SW Ohio from REMOVEDto REMOVED, REMOVED18640-3905. Last year, the lab was located in REMOVED. Sincerely,REMOVED, REMOVED

  Customer Answer

  Date: 08/16/2024

  Please close the complaint REMOVED, as REMOVEDfrom Simple Lab has communicated with me this afternoon about the 200 different laboratories they may use throughout the REMOVED. The website may need to be looked at, but the major concern has been addressed--the inability to communicate with the company.

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience was very frustrating. We ordered a full radiation water test. The website mentions a 12 day turn around time. We book a water filtration company to come out after the 12 days for a consultation. This is not easy for me to be able to schedule appointments as I work a lot but was able to secure something that worked. We chose standard delivery as there was no mention on the checkout page that the sample is only good for 5 days from when it is drawn per EPA standards. The first mention of time sensitivity was after I had already received my kit and received my standard return label with it. It did not give any particular time period but a general mention not to ship it on the weekend as it could cause a delay. Simple Labs used REMOVEDwhich is reliably unreliable, with known on time deliveries in the 40 to 80% range (this information is on the internet). As expected, REMOVEDsends my water sample to and from the same hub facility for no reason and the water ends up getting their late and isn't usable. There is no way to talk to someone over the phone from Simple Lab, only chat. They said they would send a new kit but by that point, I wouldn't we wouldn't have the results back in time for the consultation with the filtration company. They refused to pay the cost to overnight it, instead sending me a bill for $89 which is absurd. The company should use appropriate shipping from the start and a reliable company. I was more or less told they don't use a better system because they want to keep costs down otherwise people may not want to buy the kit. The whole situation is ridiculous that their solution is to send you another kit by standard shipping and make you deal with nearly double the turn around time for results. This company should have paid for the overnight shipping since their system is broken as to not delay my waiting for results any further. I would like to speak on the phone and would like my testing to be done free of charge/free overnight shipping.

  Business Response

  Date: 04/16/2024

  REMOVED, 
  I am really sorry about the process and the trouble that you ran into. As we discussed by phone and live chat  we did everything here that we could to help you out and to alleviate a situation that was out of our control. Let me review:
  Our website offers many popular and esoteric options for professional water quality testing. On each tests product page we display each testing kits critical specifications, including the associated return shipping speed for your samples to reach the laboratory. For example, in the case, for your order, we show that every such sampling kit includes a free 2 day REMOVEDreturn label. This default speed leaves ample room to meet the REMOVEDrequirement of less than 5 days in transit for such radiological assays. We also present you with the option to upgrade your shipping speedsome customers are in a hurry so we facilitate that. During checkout we make it easy to upgrade your shipping to overnight. 
  On a personal note, once we recognized the delay in your samples carrier transit, we immediately contacted our lab team to ensure we had the most up to date information. Once we realized samples might be delayed/lost in transit, our team immediately offered to cancel your original samples and provide you with a completely free new test kit. We even offered a free 2 day return upgrade on the samples via REMOVED(after you made clear you did not want to use REMOVEDagain) recognizing that the standard shipping would further impact your timeline here. 
  You rejected that offer and instead agreed to upgrade that shipping to 2 day REMOVEDshipping to you and REMOVEDOvernight shipping back to the lab fully acknowledging that the extra cost would be up to you. The cost for the shipping was fully explained to you and the offer for the free REMOVED2 day returns was absolutely still an option. At that time, you asked for a full refund which we immediately provided to you within 24 hours. Even though events out of our control transpired, we were always honest, generous and straightforward with you and did our best to make sure that you were happy with the situation.
  I do sincerely apologize that your experience was the way it went. I wish it had gone smoothly, truly. As I said in our last conversation, we remain here and willing to help if you have questions about laboratory water testing.