Complaints

This profile includes complaints for LifeLabs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LifeLabs

  3680 Gilmore Way Burnaby, BC V5G 4M1

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  LifeLabs

  124-3749 Sherbourne St Victoria, BC V8P 5N4

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  LifeLabs

  890B Esquimalt Rd Victoria, BC V9A 3M4

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  LifeLabs

  220-1641 Hillside Ave Victoria, BC V8T 5G1

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  LifeLabs

  102-4480 West Saanich Rd Victoria, BC V8Z 3E9

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:26/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Lifelabs has discontinued the Save My Spot app, which, in my opinion, is far better for people to use if they cannot book an appointment ahead of time than your current walking-in option. I arrived at Lifelabs (********, ********* location) with a posted estimat of 51 mins. I was asked if I could wait, and I said yes, I could spare an hour. 120 minutes later I finally was seen. Why provide estimates when they have no meaning? For the entire time I was there my estimated time kept moving up and down. I would ask that Lifelabs review how they provide walk-in times. Would it not be better for both the staff and client to have an assigned walk-in in appt time once arrive? I would expect a limited number of people can be seen as walk-ins based on staffing. Why don't you have appts that are available for walk-ins? That way, if the time is 2 hours, the person can make better use of their day somewhere other than a waiting room. My name was eventually the first of the walk-ins, not that it meant anything. I watched the time estimate go up and down for at least 30 minutes after arriving at the first spot on your screens for walk-ins. I never did see my time go lower than 19 mins. It seems it recalculates as the appt clients walk in, and I'm bumped further down the list. So, do you think this is fair? If you want to book an appt, there is a 2 week wait for most lifelabs in **. For clients that require the bloodwork needed before this timeframe; then your client's only option (like myself) is to watch appt after appt arrive and leave, with no consideration for adding the walk-ins into the queue in a fair way. After 120 minutes I was finally called in. With little to no staff on, this isn't the staffs fault, this is corporate issue. You need to fix this issue, 2 hours is a bit ridiculous.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had my blood work done a few times at ******* **************************************. ******. There is an Indian lady working there that makes huge mistakes with my test results. She asked me which doctor my results were supposed to be sent to and I confirmed that 2 times for her. Even then she sent the results to the wrong doctor. My test was for my kidney problem and it was a very important test result. When I attended my kidney appointment at the ************ my specialist said the my results had not arrived. When the clinic called ******* to ask where the results are, they said it was sent to a different doctor (which I specifically stated not to send them there). This negligence is costing my health and time. I attended an extremely important renal appointment and those results should have been there. This is not the first time this Indian lady had made this mistake. She has done this many times thats why I am making this formal complaint about her. If she is making this mistake with me, how many more patients is she doing this to. This is a serious matter and the lady should be fired.

• Initial Complaint

  Date:22/08/2024

  Type:Customer Service 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 gave a urine sample to LifeLabs located at ************************************************************* on Tuesday, August 20th 2024. It was not collected because I suspect the phlebotomist did not file the requisition form into the LifeLabs computer. Today I gave the same LifeLabs another urine sample. The phlebotamist named Le Toya, accused me of not giving her the urine sample on Tuesday, August 20th and then when I requested another urine sample bottle to use at home ( easier than using a public washroom ) she accused me of having 4 urine sample bottles. I did not have 4 urine sample bottles. Her attitude was hostile and abrasive. She handed me another urine sample bottle reluctantly. I am suffering from what I believe is a " complicated " UTI ( Urinary Tract Infection ) and time is important for it to be treated promptly to avoid kidney damage and also sepsis, from which I could die.I also asked her why my A1C was not listed on the report received Wednesday, August 23rd online on this same requisition form and she said it was for an A1C. It was NOT. It was for my hemoglobin levels only. Obviously this same phlebotomist is ill informed.The only LifeLabs employee who has been most helpful is **** ********, of customer service.Thank you.****** ****.

  Business Response

  Date: 19/09/2024

  Dear ********,
  
  We are in receipt of your letter dated September 9, 2024, regarding a complaint submitted by ****** ****.
  
  This complaint has been investigated and the appropriate actions were taken. We have also reached out to ****** **** to address her concerns.
  
  Regards,
  
  ***** *****
  Regional ************************ Centres

• Initial Complaint

  Date:07/05/2024

  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.

  - April 24th at 2pm I went to ******* for bloodwork. - I had a requisition from a ********** (bloodwork not covered by ***) for Vitamin ** **** and ********, and a requisition from my GP (covered by ***) for **** ********, and GFR.- I presented the two requisitions to the lab and told them that I wanted to have the Vitamin D done for my ********** but I did not want to do the *** and ******** on her requisition as the same tests on my GP's requisition being done at the same time were covered. They agreed and said that they would cc my GP on the ********** bloodwork - The phlebotomist came in and stared at the requisitions, I explained again that we were doing the Vitamin D for the ********** and that she would get the other results from my GP - The phlebotomist left the cubicle and went out to talk to the ladies at the front - there seemed to be some confusion - The phlebotomist came back in and said that she was taking a couple of extra ***** but said nothing about a problem with my request - Lifelabs billed my ********** for the *** and ******** - NOTE: I was communicating with my ********** while at the lab (I have those e-mails). If they had given any indication that they needed a new requisition, I could have provided one immediately - I called Lifelabs immediately and explained what happened; they checked with billing and said that there was nothing they could do, so I re-explained that I told them not to do the *** and ******** on the ********** requisition as it was already being done by my GP and they made no indication this was not possible. The person on the phone put my explanation in e-mail form and sent it to customer service - I received a voicemail from a customer service *** May 1 stating that she was looking into the problem and would get back to me after speaking with the supervisor at the lab - My ********** received an e-mail May 3 stating that they would not re-imburse the funds - The customer service *** is not returning my calls.

  Business Response

  Date: 15/05/2024

  Dear Valued Customer:
  
  Thank you for reaching out and expressing your concern about your recent experience at LifeLabs. We take very seriously our commitment to serving our customers, and the details that you provided allow us to examine our processes and ensure that we can continually improve on the services that we deliver.
  
  Thank you for connecting with us directly last week. We appreciate you reiterating your experience and your concerns, including your concern for the experience of other patients. We have issued a refund as requested.
  
  We have processes in place today to manage situations like the one you presented with at our *********************** Unfortunately, in this instance they were not followed. We will be using this as an opportunity to reiterate these processes with our front-line staff so that situations like this can be avoided in the future, and that the customer experience that we deliver can be improved.
  
  Please accept our sincere apologies, and thank you again for relaying your experience to us and choosing LifeLabs.
  
  Regards,
  
  LifeLabs

  Customer Answer

  Date: 15/05/2024

  
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:27/09/2023

  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.

  I went to life labs ******************* ** for blood test on July 07,2023 . My doctor ordered the *** test along with the other tests . Every time when I go for test to Life Labs they ask me to pay for whatever the test is not covered by ***. I always ask them to give me the copy of the form and then I take to the **** hospital lab which is two minutes away and get it done over there for $14.95 The *** test hospital charges $14.95. This time the person at reception did not ask me to pay for *** test. I thought I turned 65 probably I am covered by *** that's why they did not ask. Now they sent me the bill $39 invoice number ******* request ************ and address *************************************************************** I phoned to the life labs at ********** today and supervisor told me that she will talk to someone there and they will phone me. A few minutes later I got the phone call , she said it was your responsibility to pay at that time. I said they never asked me as its the normal practice they ask for the charges which ever not covered before the test done. I explained the whole thing. She said you will have to pay otherwise she is going to send to collection agency. I said I am willing to pay $14.95 which **** hospital charges, I am sorry I can't pay $39. *** ********** ** **** *** ** ***** ** **** ** *** ********** ****** *** **** ** *** ******

  Customer Answer

  Date: 24/10/2023

  
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:27/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  February 22, 2023 - at ****************************************************** lifelabs.Made appointment for ****h. Waiting 40 minutes before blood work taken. This is unacceptable. This business needs to consider changing their appointment making process as this is currently false information for clients trying to stay on time.