ComplaintsformyLAB Box, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in July 2023 I had unprotected ***. I was concerned about possible diseases so I ordered a STD kit for $199. Surprised, it not only said I had hepatitis C but probably Herpes with an Equivocal result. The treatment for HVC is in the tens of thousands and HSV is for life. Well I got tested again and no Hepatitis of any kind whatsoever?! I was skeptical about herpes because I haven't had a single outbreak. This virus is supposedly hard to test for if you have no physical symptoms and yet supposedly still possible. So I did the only reasonable thing I could do, smoke, vape and eat like garbage. But nothing I did made me have an outbreak and almost 8 months later, not a single one. During this time not only did they not reach out to me but they are hard to reach. When I did finally get a callback, they offered to charge me for a retest to be sure? They also set me to quest diagnostic which to this day I question who really paid for my test there because I am in the military and the circumstances were very questionable. The fact remains that there results were false! You put drops of blood on 5 circles on a piece of paper while other companies fill vials. I got ripped off and I think they illegally mishandled my results because after offering me a retest for HSV, They sent me to quest diagnostic for a retest for HCV? Why not retest me for both with their own resources within the company. Are they not confident in their own equipment? Something tell me there was a breach of confidentiality. I still have access to old test results but the one with the positive results has been blocked.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I spent money and got a false results when going to my dr everything was negative, it almost distorted my whole life I had to adjust to this life of a disease I did not have.i was taking pills that were not needed, I want my 257 back herpes test trichomoniasis test and another test. I want my money back please!

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Utter garbage. Filled with fake reviews too. I waited 3 weeks for them, only to send me a text saying they cannot give me the results and that if I pay again at a reduced price they will try again. The customer service is a bunch of fake profiles and questionable tracking of the product

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company made an error in charging me for an auto refill that I did not authorize. They only allow 24-hour notice in cancellations. They sent me an email on 12/25/22, Christmas day and then shipped the product on 11/26/22 which is a legal holiday. I was unable to cancel in time. I never authorized this auto refill. I have sent back the product and I want a full refund. I think this is an unfair business practice to only give a customer 24 hours' notice to cancel. It's just not enough time. And definitely wrong to do this on a legal holiday.

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2023/01/17) */ The customer reached out to our customer service team and they explained that she had signed up for a subscription and that the **** 30% discount only applied to the first kit shipped. The second kit included the 15% off for subscription order. The customer asked to cancel her subscription and requested a refund. A full refund was issued on 1/11/23. Refunds can take 5-10 days to post to a customer's bank account. Consumer Response /* (2000, 7, 2023/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 10th I paid $169.15 for a test kit which I was promised would arrive in 3 days. On the 19th I contacted asking where my kit was got no reply until the 22nd. By then I had disputed the charge because I assumed I got scammed. Yes, they eventually shipped it but it took 12 days not 1-3 and their support took 3 days not within 24 hours, both of which they promise. I never sent in the kit because I no longer needed it since I went elsewhere due to these delays on their end but I somehow lost my credit card dispute because I received a $169.15 cotton swab in a box. They have a great scam going on here where they get to keep money for lab fees that were never even performed.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/11/02) */ This purchase was made June 10, 2022, and due to some unforeseen technical issue, this customer's order did not ship immediately. There were multiple orders affected by this technical issue. And his order was one of them. Customer contacted myLAB Box on June 19 following up on his order and that was the only time that we were made aware that the order was affected by the said technical issue. Due to the high volume of escalations related to this issue at that time, our Customer Service Escalations Team responded on June 19 explaining what happened. The customer did not ask to cancel or request a refund at that time. We instead proactively offered a $17 refund for the cost of the 2-day shipping via *****. The refund of $17 was processed the same day. We advised the customer that we will continue with shipping the package and apologized for the inconvenience. The package was delivered June 24, 2 days after we shipped it out. July 11, the customer filed a bank dispute. By Aug 16, myLAB Box won the dispute because of proof of delivery. Oct 4, we received the full payment of $169.15. After a few weeks, On October 25, the customer then left a review explaining his disappointment in the delays and desire for a refund and we right away reached out to him via email. We explained the situation and apologized for the inconvenience and refunded the full $169.15 on the same day to compensate for the delays. Attached is proof of the refund with personal information removed. As an organization, we always aim to improve and feedback from customers is very important to us. Please let us know if you need anything else to resolve this issue. Thank you! Consumer Response /* (2000, 7, 2022/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) There were some inaccuracies in this response but they did process a refund.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/24/22 I ordered 4 test kits. 2 for me, 2 for my husband). I paid $556.20 We received the kits, followed instructions, filled out included personal information cards with each of our own information and sent them back. When results were ready, they had put all 4 results in my name. I contacted them and asked them to clarify because 2 sets of tests had my husbands info. They took several days then told me it was fixed. When I checked results, they were all 4 changed to my husbands name. I contacted them again and explained that I'm not comfortable with this, as I have no idea who had which results and the fact that they TWICE just placed a name on the wrong persons lab sample. Which is a BIG problem considering they are doing medical testing and having doctors give medical consultations while falsely placing under someone's name. I asked for a refund. A woman immediately called me, several times back to back and also texted me at the same time. When I was able to answer, she begged me not to ask for a refund and said her supervisor would be very angry with her for making all these mistakes. I told her I understood that and I was sorry but I did still want a refund because this was personal information that they screwed up and I'm not confident in the results they were providing. Then another person emailed me and told me they finally figured it out and that they made my husband an email address with their company and placed his results under that email. I responded again stating I didn't trust that the results were his/mine or ours at this point and again asked for a refund. Which was denied.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/31) */ We apologize for the issues you encountered, and we acknowledge your concerns. It appears that this issue occurred due to some confusion with the registration process. We're working on multiple improvements to our procedures to ensure this does not happen again. As compensation, we have processed a full refund to you. We hope this can make up for the inconvenience this may have caused. Consumer Response /* (2000, 7, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to reach someone at this company for my refund for a test kit they have not fulfilled. I originally paid for the kit may 2021. I finally got an answer January 2022 that the money would be refunded to my account in 7-10 days and i emailed them right back letting them know that the card i used and that they had in file was no longer valid and i would have to give them my new banking information. Well i have emailed them 4 times and sent feedback and no one has responded. I think a week is plenty of time to get some type of response on top of the 9 months it's taken for the refund they i don't know where it's going to end up anyways.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/02/07) */ On 01/27/2022, The customer reached out about her refund, myLAB Box processed a full refund amount of on the same day. The customer got back to us on 01/28/2022 stating that the credit card linked to her order was no longer active. The customer was advised to reach out to their bank in regards to the refund that was processed with her old bank account as our payment processor only allows a credit back to the card that was used to purchase the kit and our payment processor indicated the refund was successful. myLAB Box customer service attempted calls to the customer on January 28 and 31 then again on February 1 and 2, but there was no answer. On February 2, myLAB Box customer service informed the customer via email we called her on January 28 and 31 then again on February 1 and 2, but there was no answer. Please advise the customer to reach out to **************************** or ************ with a ****** email address that we can refund to directly.

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One test did not get registered correctly and was already sent to the lab. The second test did not have a requisition sheet. I have repeatedly called the business and get the message no one is available to take your call. I have emailed and they are not reading the email. They are not responding. Someone from the company texted me and said sorry we missed your call and then nothing else happened. I want my tests processed or if they are lost, I want them replaced. I would also like to know what I can use for a requisition sheet for the test they did not have one.

  Business response

  08/18/2021

  Business Response /* (1000, 5, 2021/08/03) */ Regarding the first test kit: Customer ordered two test kits on July 2, 2021. Customer sent an email on July 18 at 1:27 AM that he didn't get a confirmation email when he registered the kits. myLAB Box rep replied on on July 18, 8:59 PM asking for the order number which he replied on July 18, 9:06 PM that he doesn't have the order number for. On the 20th of July 11:00 AM, Customer called myLAB Box CS line multiple times but there was no answer due to high call volumes at that time. Rep called him back at 1:35 PM but the customer was unable to answer so rep left a voicemail message. Rep then followed up with a text message that same day at 1:41 PM. Replacement kit was sent on 7/26 per customer's request and confirmed arrived on 8/1. CS will monitor closely to ensure that customer has a positive experience with the replacement kit. Regarding the second test kit: On the call on July 20th, myLAB Box rep advised the customer that he can write his information on a piece of paper in lieu of the form. Consumer Response /* (2000, 7, 2021/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received two new test kits and they were processed by the lab. This resolve the issues I was having. I don't think I will trust this lab in the future but they did come through on this.

• Initial Complaint

  06/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a 5 test kit. When I got the results only 3 of the tests were run without any notification of what happened to the other two. I tried to reach out to customer service starting 6/24/21 and they responded initially confused and referenced a different order than mine. I have not gotten a response as to my order or results. I am concerned they are offering a medical lab result but not running the tests ordered and/or not releasing test results to patients. I also asked for a refund but have not gotten one.

  Business response

  08/05/2021

  Business Response /* (1000, 5, 2021/07/09) */ Customer emailed June 24 stating that she is seeing 3 out of 5 results. myLAB Box CS rep replied on the same day asking for clarification which the customer replied in a separate email on the same day. Customer sent another email on the 25th that if BV and yeast are not completed she is asking for a refund. CS rep had replied that she is doing a follow up with the lab on the missing test result and miscommunicated to the customer that the missing results were for HIV 1&2. (Should have been communicated it was for BV and yeast). Customer had sent a reply the same day to clarify the missing results were for BV and yeast. CS rep was able to send the result for all of her lab tests on June 29th (including BV and yeast). CS rep had called the customer twice on June 29 however it went to voicemail. myLAB Box takes these kinds of delays very seriously and our Operations Manager is investigating what the cause of the delay for the BV/Yeast results was with our performing lab. A full refund was processed on July 2, 2021, at 3:35 pm. CS rep called customer on Monday at 10:45 AM EST no answer, left a voicemail. CS rep tried again at 12:29 PM EST no answer and another voicemail was left that refund was processed for her order. Consumer Response /* (3000, 7, 2021/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the general response and refund. However. They do not have a release of information to disclose what labs I receive and have now violated my PHI by sharing it with a third party. That is an even bigger issue.

*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. ↩