ComplaintsforProfessional Laboratories, Inc.
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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Please see the attached.
Click here to Get the File - use the Password: B81D0599
************************************************************************Business response
05/22/2024
Hello,
Both reports are attached. They were mailed to customer on 03/04/24. Unfortunately, we can only mail results to address on file per company policy unless there is a different mailing address provided on the information card. I have gone ahead and mailed the reports again with **** today (Tracking # **** 1091 0515 6077 ******). I am truly sorry for any inconvenience this may have caused.
Pro-Lab Customer Service
**********************
Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I submitted a test kit for asbestos testing and received a confirmation email stating my test results would be returned to me no later than March 4 2024. The payment for the services cleared my bank on 2/24/24 -FEB24 Withdrawal Debit Card ****** ******* *********************** PRO-LAB *** *********** FL FEB23 When I did not receive my results on March 4, I called the customer service number and listened to the phone ring for about 3-4 minutes until I got a recording that they were closed and I could leave a message, I left a message with my name, customer #, phone number and issue. On March 5 and 6 still no results received. I checked by deleted and spam folders but nothing there either. I then called again and again was forced to leave a voice mail. I also sent an email to their customer service email address. No results on 3/7 so I sent another email and left another voicemail advising if I don't have contact by eod 3/8/24 I will take other steps to resolve this issue. I have disputed the charge with my bank and am filing a complaint with you. As of March 11, ******************************************** my resultsBusiness response
03/12/2024
Hello *****,
The report was emailed to you on March 1st, 2024. I have attached a copy of the report. I will call you shortly to discuss results and make sure you have received the report.
Thank you,
Pro-Lab Customer Service
***********************
Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Pro-Lab charged me $40 on 2/14 for my Radon test kit. They said I would get results in 7 days. It has been 21, and I have not gotten results, any communication on why my results are late, or any refund. When I call it rings and goes to voicemail. I would like my results. Looking at their reviews on Amazon I am not the only person who has had this issue in February 2024.Business response
03/07/2024
Hello,
I am sorry you did not receive your results. I have gone ahead and re-sent them to your email as well as I have attached them here. I will try to call you shortly to confirm you have received them. If you have any questions, please contact me directly.
Thank you,
Pro-Lab Customer Service
***********************
Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered this test and everything went smoothly. The petri dish grew visible mold right away. When we received the results it says **. I have not received any communication back and have not been able to get a hold of anyone at this company. My son has been extremely sick and Id like to get to the bottom of it.Business response
02/23/2024
Hello,
I just tried to call you to go over the report and left a voicemail. Please call me back to further discuss the findings on the report.
Thank you,
Pro-Lab Customer Service
********************
Initial Complaint
03/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I am trying to reach someone regarding my radon test results and have been unsuccessful. I left a voicemail and sent an email with no response. I do not wish to file a report but I do not know of any other way to contact the company.Business response
03/30/2023
Hello,
I am extremely sorry you have had a difficult time contacting us. Please find your report attached. If you have any questions or need anything else please contact me directly at *********************Pro-Lab **************** Manager
Initial Complaint
02/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Sent in Radon test kit, have not rec'd the test result. Sent email asking, called, no one answers phone; did finally leave a message on sales phone . No call back.Business response
02/21/2023
Hello ******************,
The radon report for test id ******* was originally sent on 2/8/23. I went ahead and resent the report and attached to this case. I am sorry you did not receive on the the initial date. You had provided a different email address. If you need anything else please contact me directly.
Pro-Lab Customer Service
*********************
Initial Complaint
12/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a mold testing kit from Prolab from Amazon. I bought the kit that included the self-addressed mail in the packet and the testing was prepaid. It's been 3 weeks since I mailed the mold samples in and I am still seeing" not received" . I have called the customer service line several times and always get disconnected before I can speak with someone. I believe this to be a scamBusiness response
12/22/2022
Good morning,
Customer has been contacted. Sample arrived on 12/13/22 and usually has a 5 business day turn around. He forgot to include information card back with the sample. We resolved the missing information and applied the pre-paid credit for the analysis. Attached is the report and he was also emailed the report. If there is any further information needed please contact me.
Thank you,
Pro-Lab Customer Service
********************
Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a radon test and submitted the tests 8/2/22.test #*******. Pro Labs advised they could not process because it was not received in time due to **** not delivering in time. However they did cash my check but did not perform the service. On August 19, I requested a refund which they agreed to send. As of this date 10/11/22 I have not received my refund, nor have I been advised as to when I may receive it other than soon. I do not believe this is fair business practice and reviews for the same problem seem to be both many and recurring. If this is not considered to be a scam, it certainly is very close!Any assistance you may offer would be greatly appreciated. Thank you!Business response
10/12/2022
Customer reached out via email yesterday. He was informed the check would be mailed out today 10/12/22. Tracking number is **** **** **** **** **** 55.Customer response
10/13/2022
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, m
*********************Initial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a radon test kit product #RA100 in 2020 from Home Hardware and after the test period, packaged up the two detectors and sent them along with a 40CAD cheque to ******** *******, ******* facility as directed. The cheque was cashed approximately 3 weeks later, and i received a 10 digit number, and instructions via e-mail to check their website for results after a further 30 day period. I started checking the site, and i got a message stating the testing was in progress. After 6 months of this same message, the site started to show errors after entering the 10 digit number and pressing return. I have checked this site less frequently for the last 6 months, but it returns an error.Business response
06/21/2022
Hello,
To better assist you can I have the 10 digit number you were provided. Also, if you have the tracking information? Being that this test is from 2020 I need to be able to look through files to find your information.
Thank you
Customer response
06/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and as per the businesses request, the following 10 digit number was assigned by them to obtain results from the product test - 4897974048.
Sincerely,
*********************Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I spent $15 at Home Depot on a Radon Test Kit. I took the sample and sent it back to Pro-Lab with a check for $40 per the instructions and received a registration number on 9/27/21 when I registered the sample per the instructions. I received an email from Pro-Lab on 10/2/21 indicating that my sample was received and that I should expect results within 1 week. That is the last correspondence I received from Pro-Lab. The check that I sent along with the sample was cashed on 10/4/21. I've reached out several times since then trying to get an answer on what happened with my sample and then more recently requesting a refund when it was clear that I was not going to get results. I have not received any response from Pro-Lab.Business response
12/02/2021
Business Response /* (1000, 5, 2021/12/01) */ Contact Name and Title: Ben ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***@reliablelab.com We are sending the report immediately. We would also like to make this right with our customer. We are issuing a refund for the late test. Consumer Response /* (2000, 7, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) At the end of the day I just wanted the information, as the results could directly impact my family's health. I accept this resolution but hopefully in the future Pro-Lab will be responsive to people inquiring about results. Even acknowledgement that you received the customer's inquiry would be a step in the right direction. I've spent the last two months assuming my money was basically stolen. I'm glad that Pro-Lab has done the right thing and resolved the issue, but customers should not have to file complaints with the BBB in order to get results.
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Customer Complaints Summary
16 total complaints in the last 3 years.
4 complaints closed in the last 12 months.