ComplaintsforAtria Mobile

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/8/23 we paid in line for Atria Mobile phlebotomy services. The company failed to fullfil its obligation and after repeatedly requesting a refund we have not obtained one to our knowledge

  Business response

  01/09/2024

  To Whom it May ************************************** Morning I am writing in response to the complaint made in December regarding patient ********************  Patient family POA did request one of two things when The appointment was cancelled in August due to technician availability, She requested either a credit to her account or a refund.  I stated we can absolutely keep a credit as we had been servicing ***** for quite some time and new it was not going to be the last visit. This is why Atria did not refund her for the visit of August 8th. 

   

  In response to her most recent visit in December, the patient lives in a rural area and it is not easy to locate in addition no service to contact the patient when you are in route to her area.  My tech was not successful at locating the patient and at that time she reached our notating this issue via her software we use.  Intake Team immediately reached out via email to the family to state the issues the tech was having.  Due to the holidays and closures we were not able to get back out the following day and had to come back out the next week; unfortunately the patient cancelled our services and had the blood draw completed.  At this time she requested a refund ( though we went out to service) we did so.  Refunds do take 3-5 business days to process.  

   

  Our website for online orders also stated clearly that not all requested dates of service guaranteed and that all visits will be called and confirmed which we have followed that policy. 

   

  It is unfortunate that we could not locate her home as this was a new tech visiting and not the original tech however we have kept in communication with the occurrences that have transpired. 

   

  If you have any questions please do not hesitate to contact me directly. 

   

  Thank you

   

  ****************************;

  Customer response

  01/11/2024

   I am rejecting this response because:
  This is not entirely a true and forthcoming dipiction of the situation. I had called multiple times to request an August refund and left messages that went without a reply.  Finally, I spoke.with the business owner who indicated a gentleman named ******* would process the request. The refund was never processed and therefore I reluctantly agreed to use it on a future visit.  I was unable to do this b/c the company insisted visits needed to be booked on line which won't allow.booking without yet another charge. The day of the second appt the representative could have received cell coverage ***** minutes from our home as we are approx 20 mins from a major freeway yet they didn't call to obtain directions or notify us that there would be a no show.  I called the following day and received no response.12/22 I sent an email inquiring and no response til 12/27 claiming they would.come.12/28 - of which we had then already had labs done - I communicated back not to come as we had already had labs drawn with a reliable company that kept the appt. They were notified in ample time to not come even tho they communicated the day before they were coming at their convenience.  Finally after reading several Yelp reviews it is clear this company has a history of non performance. We respectfully want refunded for both no show visits 
  
  

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