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Business Profile

Lab

HNL Lab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lab.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:05/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 paid to get blood tests. HNL was supposed to provide me with a lab requisition so I could get the tests. Their email confirmation said lab requisition was attached and that I could also access it by logging in. Nothing was attached and I didn't see it when logged in.Also, I couldn't validate account because of no medical reference number. I paid for a direct-to-consumer test and I know nothing about a medical reference number except that nobody provided me with one.I complained to HNL - ticket ******** - but never received a response. I waited three months because my bank was investigating..

    Business Response

    Date: 06/10/2024

    Please see attached

    Customer Answer

    Date: 06/10/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 21724548

    I am rejecting this response because: HNL claims that $123.30 was refunded to PayPal on March 18 2024 but I did not have PayPal then, I do not have PayPal now, and I paid them by debit card. I checked my bank transactions for March 18th, 2024 anyway and there was no refund. I never received a refund in any form as far as I could tell.


    Regards,

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








    Customer Answer

    Date: 06/30/2024

    I accidently noticed on a bank statement that I was refunded the full $123.30 on May 8 (not March 18 as claimed by HNL), so this case is resolved, but I'd like the record to show the actual late date on which I was refunded, so you can publish this.

  • Initial Complaint

    Date:08/29/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Trying to get ahold of the billing department to dispute a lab bill, no person answers the phone no matter how long you wait on the phone.

    Business Response

    Date: 10/04/2023

    October 3, 2023

     

    Dear *** *******,

    This correspondence is in response to your letter dated August 30 regarding Compliant ID ******** for ******** ********.

    We have reviewed all the documented correspondence related to this complaint.  The patient left three voice messages on 8/28, 8/29 and 8/30.   Our records show that we left four voice messages at number ###-###-#### on 8/28, 8/30 (2 times), and 8/31.  Our messages advised the patient that we received her message and were processing the claim through her financial assistance through ****** ****** Hospital.  Patient refund of $8.14 was processed on 9/11.  Patient has two claims for same date of service, ********* with no outstanding balance and ********* that is still being reviewed by her insurance provider.  Once that claim is processed and adjudicated, we will be able to review any outstanding balance to apply towards the same financial assistance program.

    We acknowledge the challenges the patient encountered in contacting our department, and we want to assure you that we are actively working on internal solutions to enhance the availability of our customer care billing agents. Additionally, we observed that when we call the phone number to leave a message, it will only ring once before proceeding to voice mail.  This is a possible indication that the number may be blocked, and these messages are going into a blocked call voice mail box that the recipient might not receive. As an alternative, we offer online customer service through our web site link **************** as an option for future correspondence.

    Sincerely,

    HNL Lab Medicine

HNL Lab is NOT a BBB Accredited Business.

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