ComplaintsforSterling Pathology
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Complaint Details
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Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It has been ******************************************************************************************************************* 5 days. I have reached out over 5 times to Sterling Pathology and our daughter's dad the same, but to no conclusion or results. I spoke to the site provider and they stated that they were no longer doing business with Sterling Pathology because of their response times. The site provider then gave me their information to contact. It has been over a week since we first reached out to Sterling and no luck. They continue to tell me that they are still accepting and receiving tests even though my child's from 20 days ago has not been completed. They refuse to state that it has been lost and continue to say that it is pending and in process. My child has no missed her window to receive her 2nd vaccine if her test is in fact negative. Sterling Pathology's doors should be closed. They should not have the opportunity to collect anymore tests until their previous results have been sent out. They also continue to respond ONLY by text and have no respect for the time zone even though I have asked. They text at all hours of the night/morning, 9 pm, 11 pm, 2 am. At this point, I have no faith in their ability to release the results, much less to be accurate and/or honest about them. I do not believe my child's results would even be conclusive at this time.Business response
02/09/2022
To our valued patient and BBB Resolutions Team,
Due to the sudden surge of extremely high demand for testing, our operation is overwhelmed by the sheer volume of work. Additionally there are disruptions of supply chains from reagents and consumable. There is also a shortage of staff from the Omicron spread. Our Test turnaround time is 2 days to 2 weeks or more, and is expected to improve as we increase our capacity and supplies return to normal levels. We understand the concern raised in regards to the results by our patient and respect her concern and value her time. In response to all of the concerns a team member from our COVID testing department will be reaching out to her directly and work together to assist in rectifying any issues or concerns she may have. If you may need any additional details or information please do not hesitate to reach out to us during business hours.
Thank you and regard,Sterling Pathology
Business response
02/09/2022
To our valued patient and BBB Resolutions Team,
Due to the sudden surge of extremely high demand for testing, our operation is overwhelmed by the sheer volume of work. Additionally there are disruptions of supply chains from reagents and consumable. There is also a shortage of staff from the Omicron spread. Our Test turnaround time is 2 days to 2 weeks or more, and is expected to improve as we increase our capacity and supplies return to normal levels. We understand the concern raised in regards to the results by our patient and respect her concern and value her time. In response to all of the concerns a team member from our COVID testing department will be reaching out to her directly and work together to assist in rectifying any issues or concerns she may have. If you may need any additional details or information please do not hesitate to reach out to us during business hours.
Thank you and regard,Sterling Pathology
Customer response
02/09/2022
A representative did reach out yesterday, however after close to 30 days Sterling Pathology still had no results for me. I was also told that at this time my daughters test has expired. Meaning even if they send a result there is no truth to it. I would still like for this company to state that they are no longer accepting tests through their response and to honestly acknowledge that they have lost my daughters test and there is no plan to provide one for us with accurate results. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.