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Business Profile

Clinic

Pacific Diagnostic Laboratories

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 writing to address a billing issue for my account #11****0 regarding a recent lab invoice from Pacific Diagnostics Laboratories, LLC. The bill in question, which is for $264.25, appears to be for a set of lab services that should have been covered by my insurance, but the error code indicates that "patient cannot be identified as one of the payers insured."
    I had a similar claim processed through the same insurance company on the same day, October 2, 2024, which was accepted without issue. This suggests that the billing error is on their end. In fact, I know the error is on their end yet despite numerous attempts to resolve this they have failed to return any of my communication attempts. Additionally, they have not credited me for the payment I made for a separate charge of 56.07 and are calling it past due.
    I have made several attempts to resolve this issue, including leaving four voicemails and sending an online message. I have even sent a request by certified mail asking them to bill this properly through my insurance company but the only response I have had is communication from a collection agency. I am a Nurse Practitioner and many of my patients are experiencing the same issues. I have disputed the debt. These issues are concerning not to mention the lack of customer service and unprofessional behavior from this company. I have attached a copy of the letter I sent by certified mail to this company.

  • Initial Complaint

    Date:10/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Pacific Diagnostic Laboratories does not send email bills when you click "paperless billing." And then they send you to collections.
    Because this happened twice, I have resorted to paper bills and checking twice weekly the online portal in order to avoid being sent to collections. Despite never recieving a bill, I finally see a balance due 6 weeks later.
    I requested an email and paper bill and still haven't seen them.

  • Initial Complaint

    Date:06/27/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.

    In 2023, Dr. C***** ***** operated on me four times. Prior to each surgery, Dr. Brown requested labs be drawn, including a urine culture. All four times Pacific Labs has refused to pay for the urine culture stating that it "is not deemed a 'medical necessity'."

    The first three invoices I paid without really looking at them. The fourth time I did look and questioned why Dr. Brown would continue to request the culture if it was not considered medically necessary and therefore not paid by insurance companies.

    I have called Dr.. C***** *****'s office (Sansum Clinic.) and Pmftc. Diagnostic. Laboratories, LLC, repeatedly, to no avail. Each state it is the other entity's problem and to call the other for resolution. I have gone round and round and back and forth, for months now with no one willing resolve this issue. This situation and the poor attitudes of the staff of both organizations involved is professionally unconscionable. Talk about two organizations not being able to communicate with each other.

    I contacted my insurance agent, Sandy Stevens, to see if she might be able to assist me. Sandy and her staff have gone out of their way in an attempt to help me try to resolve this situation. They, too, are not able to get: Dr. C***** *****. (Sansum Clinic), Pacific Diagnostic Laboratories, LLC, Blue Shield of CA, or Noridain (Medicare) to effectively address this situation, which I've been told is nothing more than a coding error/issue.

    Therefore, I feel I have no choice but to file complaints on each: Dr. C***** *****'s office (Sansum Clinic), Pacific Diagnostic Laboratories, llC, Blue Shield of CA, and Noridain (Medicare) with: the CA Attorney General's Office, California Department of Insurance and the Better Business Bureaus of each jurisdiction involved. Possibly they will speak with you and be willing to provide you with the corrected information so that this situation can finally be addressed.

  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 keep receiving a bill from Pacific Diagnostics for a date of service that I did not see my doctor. This date of the alleged dr visit was 6/23/2021. In addition, that doctor is a Functional Medicine DR., not covered by insurance so everything was paid for at the time of service. My Dr. would not release any results without first confirming that I was paid in full. And wondering why they waited 3 years to bill me? Scam.

  • Initial Complaint

    Date:05/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 writing to file a complaint against Pacific Diagnostic Laboratories regarding multiple issues with their billing and communication practices. I have been a long-time customer of Pacific Diagnostic Laboratories and have never encountered any significant problems until recently.

    My issue stems from the fact that I was sent to collections without receiving proper notification of a bill that was apparently due. Despite my attempts to rectify the situation and seek clarification from the company, I have been met with unhelpful responses and a lack of transparency regarding their billing practices.

    The last invoice I received from Pacific Diagnostic Laboratories was dated December 16, 2021 and have not received a statement since that date.

    I was surprised to find out that I had been sent to collections in May of 2023 for an undisclosed reason. Despite reaching out to them via both phone and email to address this issue and ensure it would not happen again, I have not received any satisfactory explanations or assurances from their end.

    Furthermore, during my most recent visit to their facility, I once again did not receive a bill from them. This ongoing lack of communication and clarity on their part has caused me undue stress and concern about the status of my account with them.

    I sent an email on 4/24/24 urging them to address and resolve the issues with their notification system, but I have yet to receive a response. It has become clear to me that their communication channels are ineffective and their customer service is severely lacking.

    Due to the repeated failures on the part of Pacific Diagnostic Laboratories to address my concerns and provide adequate assistance, I am escalating this matter to the Better Business Bureau to seek a resolution and prevent any further mishandling of my account that could lead to unjust collections proceedings.

    I appreciate your attention to this matter and hope for a swift and fair resolution to this ongoing issue.

  • Initial Complaint

    Date:04/15/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 had a medical test done on February 8, 2021 that was sent to a lab called Pacific Diagnostic. I have an insurance explanation of benefits saying I owe nothing. I received a bill May 16, 2022 and sent the company my explanation of benefits explaining that I owed nothing. I called my insurance company to confirm. I didn't hear from them again until September 23, 2022 I received another bill again for this same thing. I re-sent them the same email from June 2022 and they stopped. I received another bill for this same thing 2 years later on February 15, 2024 and again March 14, 2024. I just sent them an email again re-forwarding on the emails I've sent previously. I would like them to stop harassing me.

  • Initial Complaint

    Date:04/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Pacific Diagnosis continues to send me a bill for an discounted amount on my insurance. I paid the amount I was supposed to pay and I have sent them several emails asking them to stop sending me a bill for the remaining discounted amount. Please see the attached statements from Pacific DX and the Explanation Of Benefits from my health insurance, Cigna, which shows that I get a discount of $101.15. I also attached the emails I have send Pacific Diagnosis.

  • Initial Complaint

    Date:02/12/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    On 5/16/23 I had lab work done at Pacific Diagnostic Lab. Since then I have been dealing with them to resolve an invoice for $61.35. I have spent at least 20 hours talking with them, my doctor’s office and Medicare trying to resolve this, with no luck. If PDL had done things timely and correctly the bill would have been paid in full by MC and my Supplement, just as they paid for the other lab work done that same day. On top of that, Medicare will only pay their (Medicare's) approved rate which would be around $10.00.

    I have spoken with at least 10 people at PDL since July 2023, including twice with a supervisor named Marc. On 11/13/23 he told me he would check into things and call me back. He never did. On 2/1/24, I spoke with him again and he said he would check into things and call back me back the next day. Again, he never called me back.
    I tried reaching him multiple times on 2/5/24 with no luck. Also spoke with Krista on 2/5 and explained what was going on and then she disconnected the call. They have a lot of phone system issues, probably because at least some of their call centers are overseas. I called again on 2/8/24, spoke with K**** and told her I wanted to speak with a manager and she said no one was available. The hours on the front of the invoice says they are available 7am - 5pm PDT, yet the managers leave at 2pm, PDT. K**** said a manager named Stephanie would call me back the next day. I arranged my entire day so I would be available for the call. 

  • Initial Complaint

    Date:12/18/2023

    Type:Billing Issues
    Status:
    Unanswered
    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've gone to PDL many times. Always pay my bill. Happened to go this year but missed the invoice in my inbox. Yes, i missed ONE invoice. No reminder was sent. It was sent to collections.
    Once I got a collections notice I called and paid. I'm still getting phone calls from collections

  • Initial Complaint

    Date:09/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 was triple charged by PDL when I paid my bill in May of 2023. I alerted them in May and requested a refund. They said a refund will take 8-10 weeks, and as of September 2023 I have still not been refunded. I have called multiple times and been told "we are sorry and we are working on it" only for no updates to be made.

Pacific Diagnostic Laboratories is NOT a BBB Accredited Business.

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