ComplaintsforMako Medical Laboratories, LLC
Medical Lab and Testing
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Complaint Details
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Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Took a covid test at the ****** **** ****** ** ******* CO on Saturday Sept 10 around 3 pm. ******** ********* DOB *** ** **** Order Number: ********* They promise a 3 day turnaround and encourage people to email them on ********************************* if they haven't received any results by day 4. No email from them with my results and nothing posted to my account regarding this test. Emailed them twice to remind them with no response whatsoever. If a person had been sick with covid and needed Paxlovid, the treatment window would have been closed due to their tardiness! (You have to take the drug within five days of diagnosis.) Plus, you could very well be sick, not know it, and spread the disease because the test results are not being sent at all or very late. It's like a black hole with their "customer service". Unacceptable.Initial Complaint
07/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to have a FREE Covid-19 test done at **** ** *** on May 11, 2022. Mako Medical has charged my insurance for a free Covid-19 test.Business response
07/22/2022
Thank you for the notification. The testing sites are provided by the North Carolina Department of Public Health through an agreement with Mako Medical Laboratories, LLC. The agreement requires Mako to bill insurance for the test, and if denied, then the cost is paid by the State of North Carolina.
Prior to March 2022, HRSA paid for testing if the patient did not have insurance, however, because of the lack of federal funding, this program was discontinued. I hope this provides clarity as to why your insurance was billed for the test and apologize for any misunderstanding.
*** **** ******* ***
Chief Clinical/Financial OfficerInitial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a COVID test performed by Mako on Jan. 3, 2022. By Jan 9th I had not received my results. I email on the 9th and gave all necessary info to receive the results. 9 days later I received an email giving me a generic reply that was useless. My results were still not listed under account I had set up. I emailed again on the 13th and still have not received a response. They had my insurance info and all important information on me and I can't get results for my employer. I did call at one point and was verbally told but I explain in my email I need a verification I could screen shot or print for my employer. I have contacted the number but waited one time 45 minutes and finally hung up. My husband also got tested the same day and he still has not received results. His information was listed on the email I had sent too. His SS # was given. With all the private information given to them and no results given to us even after trying to reach out, I am concerned the information could be compromised by such a lack luster protocols. I am in need of results still. I was out of work because of this and still can not provide my employer proof of my status during that time. I have gone on the site many many times, they are not there as stated in the response....and they closed my complaint file. My results are not listed!!!! Please help me. I even tried setting up a new account but it will not allow me to because "the same email is already used." I only have one email.Business response
02/07/2022
Business Response /* (1000, 5, 2022/01/31) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you. Consumer Response /* (3000, 7, 2022/02/06) */ I was notified and given my test results directly. The website issues that was a problem has not been corrected but I hope my problem is rare and does not cause problems with others. I now have my results and wish to close this file. Thank you for helping me receive what I needed for my employer.Initial Complaint
01/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Mako Medical guarantees results in 3-4 days, it's been six days and I still don't have my results, nor have I been able to speak to anyone due to excessive wait times, my emails have not been answered either. I work in healthcare and have already had to work two days, without having my covid testing results. I can't even imagine the number of people this is happening to.Business response
01/24/2022
Business Response /* (1000, 5, 2022/01/20) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you. Consumer Response /* (3000, 7, 2022/01/21) */ They did email me my results and an apology for the delay today.Initial Complaint
01/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Mako medical patient portal does not contain any information regarding the Covid testing results. I am severely immune compromised and I need a copy to give to all of my medical producers. No one answers emails and I was on hold for almost two hours. All I need is some one to email the copy of the test results. Please work on your patient portal, people are depending on you!Business response
01/18/2022
Business Response /* (1000, 5, 2022/01/18) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. You results should be available now in the portal. If you are still having trouble accessing them please contact us and we will assist you. Consumer Response /* (3000, 7, 2022/01/18) */ Thank you for your quick response! I received a copy of the results.Initial Complaint
01/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been waiting for 12 days for our covid results. We have literally spent 6 hours on hold to speak with someone. My client is undergoing double lung transplant surgery in 3 weeks. We can not get any answers.Business response
01/19/2022
Business Response /* (1000, 5, 2022/01/18) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you. Consumer Response /* (3000, 7, 2022/01/18) */ It has now been 13 days and no results. Can we get our results? This is getting ridiculous. Business Response /* (4000, 9, 2022/01/18) */ We have spoken with ******** and resolved the matter.Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My son and I had Covid testing done on January 11, 2022 by Mako Medical at their drive-thru site in ******, Georgia. I received an email early this morning, January 14, stating that my son's results were available through their online portal. However, I have tried every step they recommend to log in to access his results and cannot do so. I have called their customer service line and waited on hold for over an hour with no luck, emailed, contacted them on*********************, all with no response. Supposedly they called me back but it was a robocall that went straight to voicemail and never rang on my phone. I can't return him to school without these test results and their customer service is completely failing to respond.Business response
01/24/2022
Business Response /* (1000, 5, 2022/01/14) */ I spoke with****** and she was able to obtain her son's results early today. We are very sorry for the delayed time in getting back to her but are happy to have gotten it resolved.Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was tested at the*********** Hospital site for Covid 19 on 12/30/21. I was promised results in 2-4 days. It has now been two weeks. I can't get ahold of anyone by email and hold times over the phone are over 2 hours and then you get hung up on. I need to provide my results to my place of work.Business response
01/21/2022
Business Response /* (1000, 5, 2022/01/13) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you.Initial Complaint
01/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used mako medical to get two covid tests and have not received results for either test. The first test was on 12/28 and another on 1/1 and i have not received either test, however my brother had three with them and has had results for every test. I took my last test at the same time as my brother, he got results i have not, this is completly ridiculous you guys can't do your job? You guys are PREVENTING ME FROM GOING BACK TO WORK AND PUTTING ME IN DANGER OF BEING HOMLESS BECAUSE OF YOUR INCOMPETENCE. WITH THE NATIONAL GUARD HELPING YOU GUYS YOU STILL CANT FIGURE IT OUT? Super unprofessional, get me my results.Business response
01/19/2022
Business Response /* (1000, 5, 2022/01/11) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you.Initial Complaint
01/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have yet to receive results or any contact from the support team to help me obtain the results of the COVID-19 test I took on 28 Dec 2021. The company guarantees results within 3-days. Additionally, my attempts to contact them to obtain the results have only been responded to by a note saying they received my requests.Business response
01/17/2022
Business Response /* (1000, 5, 2022/01/07) */ We apologize for the delayed response. We are experiencing significant increases in testing requests and are doing our best to get results and responses out to everyone. Someone will contact you very soon to assist you.
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.