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:02/26/2024

  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.

  On Sat 24 Feb 2024 I responded to an email from Life Line Screening (see attachment) which offered a health screening for $129 with a discount code. I paid and made an appointment using the discount code, but was charged $147 on my credit card. I called Lifeline on Mon 26 Feb to ask that the bill be adjusted. I was told that the extra $18 was a "physicians fee." The email I received (see attachment says nothing about such a fee. I explained the problem and was cut off and my call was not returned. It is unethical to offer a service for one charge and then the charged more. I believe that this is called "bait and switch." I would like to receive the service for the advertised fee, or have my charge reversed and my appointment canceler and I would also like to complain about this unethical behavior.

  

  Business Response

  Date: 03/13/2024

  Thank you for expressing your concern and giving us a chance to discuss this issue over the phone. We are glad we could come to a satisfactory resolution. We have cancelled your appointment and have provided you a refund. Please let us know if there's anything further we can do.

• Initial Complaint

  Date:02/22/2024

  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 called concerning a flyer received about screenings in my local area. Upon calling for further information and going through the questionnaire process I was asked to verify certain medical information such as surgeries that I had not divulged that had nothing to do with the screenings. That is very concerning and no one was able to tell me how they knew what surgeries my husband had without being authorized to view his medical records or divulging any information of that nature. Its extremely concerning since my husband is a disabled veteran and those surgeries were completed by the *********************** with stricter guidelines to obtain medical records. Also, they state that there will be a board certified physician reading the results which is no more than a virtual radiologist that is not located on site. The person on site is a PCP that reads the results and sends them to a radiologist who then reads the results and sends them out. They are misleading by stating a board certified doctor and not radiologist. For these types of screenings it should be more than a radiologist.

  

  Business Response

  Date: 02/26/2024

  Thank you for taking the time to contact us and we sincerely apologize for the inconvenience and your frustration.  We have removed you from all future Calls and emails. Thank you!

  Customer Answer

  Date: 02/29/2024

  Complaint: 21327685
  
  I am rejecting this response because:  This is a generic response from the company and does not address the issue of the company having my medical records without my permission.  They should not have asked me to verify having certain surgeries since I had not given that information out.  It was not a misunderstood question but a direct question asking me to confirm having a certain surgery.  This question was asked when asking for my contact information as well as date of birth in the initial screening process so there had been no conversation where I could have accidentally or unintentionally mentioned these surgeries.  They are accessing medical records including those from the *********************** without authorization which is a direct hippa violation.  In addition to the medical records issue, they also state that there is a board certified doctor reading your results but fail to mention that its only a radiologist.  After inquiring as to who would be reading the test it was first said that it was a primary care doctor.  After further questioning and a long hold it was stated that it was a board certified dr. that was also a radiologist. The statement is true that it was a radiologist but definitely not a board certified primary care doctor as I looked up the doctor as well as his practice.  According to his practice he is a virtual radiologist that gets paid to read reports but doesn't see patients since he is not a certified dr.  Very misleading and according to board certified doctors that specialize in the issues that there tests are designed for these tests are not very accurate and can cause adverse actions from false diagnosis such as higher insurance premiums, etc.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/18/2024

  All of our Doctors are Board Certified Physicians interpret the results. Our doctors include Vascular Surgeons, Cardiologists, Radiologists, and Neuroradiologists.

  We also only ask you Question so we can make sure all the tests we are signing you for are Medically Appropriate for you.

• Initial Complaint

  Date:02/21/2024

  Type:Sales and Advertising 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.

  This business contracts with spam companies to advertise. They have sent me several (5 to 10) emails per day and do not stop. They use tricks to aaoid spam filters. DO NOT PROVIDE THEM WITH YOUR EMAIL. BBB should not be associated with these people.

  

  Business Response

  Date: 02/26/2024

  Hi ******, We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  My wife ***************** and I had been paying monthly, through our HSA debit account, for ******************** Gold plans for each of us. These plans cover yearly health screenings. We had our last screenings in August of 2023. After that screening I contacted Lifeline and asked them to cancel our plans as we had decided to wait a couple of years before having another screening. I was told that they would cancel the monthly charges right away.In September the charge still showed up on our HSA statement so I called again, was told the charge would stop right away, and indeed, the charge did not show up on our October statement. I thought the matter was resolved but then the charge showed up again on our November statement. I called again and was told that for some reason a supervisor had reinstated the charge, but that they would have it removed and reimburse us for what we had overpaid.The charge showed up again on our December 2023 statement but did not show up on our January **** statement.There has been no reimbursement of the $159.60 overcharge for the four months we were charged after asking for the plan to be canceled. The charge is $19.95 per month for each of us, so a total of $39.90 a month. Because of past experience I do not know if they will decide to start charging again at a later time either. I would have had the bank stop payments to Lifeline but because this was charged to a debit card there was a charge to stop payments. I originally called Life Line only to sign us up for a one-time screening that I was going to make a one-time payment on. I would have not have signed up for the monthly charge plan if there had not been some high-pressure upselling from the representative I spoke with on the phone. I have used Life Line for past screenings and been happy with them, however this latest experience has not been good.

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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.

  I am fed up with receiving unwanted unsolicited emails from Life Line Screening Affiliates. I have even unsubscribed, and I still receive their health scam emails! This needs to permanently stop now! I have reported them to the *** Complaint #*********.

  

  Business Response

  Date: 02/19/2024

  Hi ****, We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. We have removed you from all Future calls and Emails. Please let us know if there's anything further we can do.

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/30/2024

  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.

  9/22 had a screening that customer service explained to be 89$-stated to enroll in the membership to get the introductory pricing and call back before 30 days to cancel and not be charged which I did. In December 2023 I was charged 20$ and January I was charged $20...appears I am still enrolled in said program despite me cancelling it...hmmmm... called twice in December and again Jan 29th and now being charged to "get out of the membership" also never explained....now being told I would have to pay 12month x 20$ plus the initial 89$ so now its up to 329$...customer service today explained cost to be 159 for screening, 99 for bloodwork and 18 for physicians fee...276 total. I ask why would I end up paying 329 to which they ramble on about all the benefits I received. Now telling me there will be a fee for cancelling membership which I called months ago to cancel. I believe this to be a scam.

  

  Business Response

  Date: 02/05/2024

  Thank you for expressing your concern and giving us a chance to discuss this issue over the phone. We are glad we could come to a satisfactory resolution. We have provided you a refund. Please let us know if there's anything further we can do.

• Initial Complaint

  Date:01/29/2024

  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.

  Tests done on 1/5/24.. promised results in 10 days.. no results.. called.. 10 business days.. waited. Called again on 1/24/24.. no results. They said they were ready 1/10.. supposed to receive email.. did not. only can get them thru portal.. says still pending. IT issue.. maybe will hear in 5 days. Wouldnt allow me to speak to manager. Paid $161. I feel they are not who they say they are, taking a lot of money from ******** seniors all over the State.

  

  Business Response

  Date: 01/30/2024

  Please Check the Portal again, I am showing they are ready.

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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 received an offer in the mail for a package of health screenings for a total price of $159. When I called to make an appointment, I was asked a long list of health related questions that took approximately 30 minutes. At the end of the question answer session, I was told the cost would be $177 instead of $159, due to an $18 mandatory physician review fee that was not mentioned anywhere in the mailing. This is false advertising. They wasted my precious time. They should have been upfront about the cost in the mailing, and then again before wasting my time on the phone for 30 minutes.

  

  Business Response

  Date: 02/01/2024

  Thank you for taking the time to provide feedback about your disappointing experience. Please accept our sincerest apologies for any frustrations you may have experienced. We are sorry, we cannot Waive the Fee

• Initial Complaint

  Date:01/19/2024

  Type:Sales and Advertising 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.

  For the past three weeks, I have received no less than 25 emails a day as solicitations from this company; there is no ability to unsubscribe from these emails, and phone call resolution with customer service does not work.

  

  Business Response

  Date: 01/25/2024

  Hi *****, We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.

  Customer Answer

  Date: 02/26/2024

  Complaint: 21166325
  
  I am rejecting this response because:
  I was assured -- after filing a complaint here at the BBB -- by personal phone call on or about 1/23/24 that my email address would be placed on the 'do not contact' list of this company, and that after 30 days I would not receive any emails whatsoever; as of today, 2/26/24, I am still receiving emails, and will be contacting the *** to engage this company with a CAN-SPAM act violation. I also see a poor rating here at BBB on Life Line Screening, and wonder how a company such as this can provide anything above poor to average health screening services if that cannot even control their communication efforts. It's PATHETIC! Avoid this company at all costs -- there are so many worthwhile med. services companies creating value in our communities that Life Line Screening should be relegated to something along the lines of simple data processing or, perhaps, janitorial services to other companies of value and substance.
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/29/2024

  We have sent this to Our Marketing team to make sure this is removed, again we are so sorry for the inconvenience.

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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.

  Have been receiving multiple spam e-mails from this company daily for appox. two months. I have not signed up to receive this info and i do not want any of the services they offer. I want the e-mails to stop. There is no way to opt-out or unsubscribe from these e-mails.

  

  Business Response

  Date: 01/18/2024

  Thank you for taking the time to contact us and we sincerely apologize for the inconvenience and your frustration.  We have removed you from all future Calls and emails. Thank you!