ComplaintsforGS Labs

• Initial Complaint

  02/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I needed a Covid test in case I was called into work to sub. I went online and found GS Labs that would get me in that day (up front payment) or two week appt.(with insurance). Since I knew my insurance was going to reimburse me I went that day. I have been trying since Jan 12th 2022 to get the info my insurance is requesting; tax Id, receipt, code, with no success. I have emailed, I even after several tries, talked to someone with what I needed, and STILL waiting! I paid $****** for this test and I want to reimbursed!

  Business response

  04/05/2022

  Business Response /* (1000, 8, 2022/03/14) */ In order to resolve this concern for Ms. ******, GS Labs has refunded her payment. Consumer Response /* (3000, 12, 2022/03/14) */ After back and forth they said my money would be refunded. I am very skeptical and won't consider this resolved until I am reimbursed by ***** or a check in the mail from GS Labs. Consumer Response /* (3000, 16, 2022/03/29) */ Still no refund/check, or credit on my ****; form of payment. Business Response /* (4000, 19, 2022/03/31) */ We confirmed with our billing department your refund was submitted on March 12th. Please contact your credit card company if this has not been posted to your account. We have emailed you documentation of your refund. If you have not received our email, please check your spam folder as the email came from **************************. We apologize for any stress and confusion, and if you need any further assistance or the issue doesn't appear resolved on your end. Consumer Response /* (2000, 21, 2022/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I was refunded the Covid Test charge. I want to say I was not trying to get out of paying, I needed insurance information and was not given sufficient info for ***** and that was after repeated emails and a phone call. Since BBB was involved it improved hundred per cent. Just sad it got to this point, being a Lab, should know what is needed from insurance companies. So, thank you BBB! Consumer Response /* (2000, 25, 2022/03/31) */ Received confirmation from my bank that I received the refund on my credit card used to receive the test.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took a PCR test on 1/4/22 and was told I would receive my results in 5 business days, day 6 still not received. Called twice and was informed that my results were "pending" and they were running samples from 1/6-1/7 but could not explain where my results were. Said they should be there by this morning. Not there. Customer service is ******** and judging by the other complaints, I am not alone. I would like my results, so if need be I can use this for future travel and medical records.

  Business response

  01/20/2022

  Consumer Response /* (2000, 5, 2022/01/13) */ After I made the complaint and called the business three times, they released my results. Thanks!

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GS Labs seems to have a problem with accurate data entry, which led to us quarantining and isolating unnecessarily for a week. My husband, daughters and I did rapid antigen and PCR tests on 1/1/2022. My husband's antigen result was reported as positive and the rest of us negative. We immediately had him start isolating and the rest of us quarantined while awaiting our PCR results. On 1/6, we got all of our PCR results back as negative. We found it odd that my husband's PCR test was negative while the rapid antigen test collected at the same time was positive. I was also confused as to why they sent in my husband's PCR test for confirmation because we were told that if the antigen test is positive, PCR samples are not sent to the lab. I called and spoke to a representative regarding the discrepancy. She was perplexed as well and said she'd call the lab that processed the samples for clarification. She was going to have someone call me to explain what had happened. I never received a phone call. But the next day, I received a new email announcing test results for my husband and found that the result for his antigen test had been changed to negative. I still don't know the source of the error. Was it a data entry error? Contamination of the sample? We lost a week of work and school due to this error. I have no confidence in this lab's ability to report results accurately. I ended up seeking testing elsewhere to confirm that we were covid free before going back to work.

  Business response

  02/28/2022

  Business Response /* (4000, 11, 2022/02/11) */ The patient was contacted and the issue was addressed with the patient. This issue has been closed.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the lab on ******** in ******************* on January 2nd, 2022. I did receive my rapid results are hours later but I am still waiting on my PCR results a week later. I have emailed and called twice, once I was on the phone for over a hour. This is ridiculous.

  Business response

  02/14/2022

  Business Response /* (1000, 8, 2022/01/30) */ From Ms. ******** test date to the date her results were posted to her patient portal was 4-days. We understand she did not receive her enrollment email to access her results due to a pop-up blocker on her device. Our standard reference lab turnaround time is 3-5 days from when the lab receives your sample. This is because all samples need to be shipped via *** to *********, where our reference lab is located. This timeframe may be delayed due to increased testing demand. We apologize for any inconvenience this may cause and appreciate your patience.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tested for rapid antigen and normal pcr last Friday at ************* testing site and still have not received delivery of results or contact by phone or email from anyone at gslabs even after dozens of contact attempts. Rapid antigen test results are advertised to take 20 minutes up to 2 hours, it has been 5 days and still no contact.

  Business response

  02/14/2022

  Business Response /* (1000, 10, 2022/01/30) */ Our standard reference lab turnaround time is 3-5 days from when the lab receives your sample. This is due to all samples needing to be shipped via *** to *********, where our reference lab is located. This timeframe may be delayed due to increased testing demand. Our site contacted Mr ******* apologizing for the error of the test not being sent same day and also apologized that this had caused a delay in his results. We have reviewed this with our management and we will take Mr. ********* feedback to ensure this does not happen in the future.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  GS Labs said the PCR test would take 1-3 business days. It's been 3 days and no test result. Family trip to ****** had to be cancelled. If they cannot handle the volume of business they are getting they should shut down. What's the point of getting tested if they cannot provide results? My insurance company should not be charged.

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/01) */ Our records indicate Mr. ******* family's results were emailed to them on Nov 24th (Day 3 after test was administered) at 9:43, 9:44, 9:46, 9:47, and 9:48 pm.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I got a PCR COVID-19 test from GS labs in ************. It was billed to my insurance. They say that the results for the test come back in 1-4 business days, and I got no lab results in that time frame. I called them on the 5th business day after receiving the test, and the representative told me that they had to throw out all the pcr tests from late September (when I had the test done) due to the samples being contaminated. They didn't notify me, and I'm assuming they didn't notify anyone else who got tested, that the samples had to be thrown out so that we could get another test elsewhere. Due to this, I can't make an informed decision on whether or not it is safe for me to go into work. I am really concerned about me inadvertently causing a COVID-19 outbreak at my workplace due to their lack of communication. I was also unable to find a place on their website to email them about this issue.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Sept 24 2021 Rapid covid test It has been 5 days since my samples were taken and still no PCR result, which is the gold standard for COVID-19 detection. This lab has no business selling this test if it can't handle the volume. they encourage you to make an appt we had an appt and waited 30 minutes to get the lab done, Very unorganized. I called nurse line and various other numbers to get this resolved. I sent an email and left messages, cricket's waited on the line for 45 minutes and finally reached some one in customer service. He stated that the results from the day in question had not bee uploaded yet When i asked what the results time is for that date I was told he didn't know, I asked for a cooperate number or complaint department and was told there wasn't one, that customer service is the only number they have. He asked if I wanted to speak to sup and I said yes but that also went to voicemail and no return call. they should not be in business, cant work till those results

• Initial Complaint

  09/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  *** Test in July of 2021 never came back and the one taken on 9/20/ 2021 never came back. I suspect that the one i just took on 9/22 wont either. I hope they are not billing for this and they should stop advertising their services. I now dont believe any of the testing they are doing is real!!! I am going to the attorney general

• Initial Complaint

  08/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  This lab uses false advertising to lure customers with a verbal timeframe of receiving test results within 24 hrs for a PCR test result. It has been 5 days since our samples and over 3 business days since our samples were taken and still no PCR result, which is the gold standard for COVID-19 detection. This lab has no business selling this test if it can't handle the volume. Since service wasn't received my insurance company should not have to pay $*** for both the rapid and another $*** for the PCR test. My husband went to a different lab and got his result within 24 hrs which is the norm with other labs. In addition we experienced a false neg with their rapid test! That is why we were so eagerly awaiting the PCR result. Shut this place down!

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/13) */ Due to a rapid expansion of testing demands amid the Delta Variant surge, the national average for PCR results is 5+ days. GS Labs understands wait times for PCR results due to increased demand can be frustrating. GS Labs has increased staffing and technology to maintain the current demand to provide the superior customer service that GS Labs was founded on. GS Labs isn't stopping there. They are taking the necessary steps to open a second lab to process the increase in PCR tests. In the meantime, additional machines have been ordered and will be validated upon arrival. Consumer Response /* (3000, 7, 2021/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is **! Other labs have managed the testing work load and provided results within 24 hours. Namely, multiple sites around the ******* area, managed by **. I forgot to mention that this lab does NOT answer its phones. I must have tried 20 + times and left messages. This type of customer service is unacceptable for a CLIA certified lab providing such important results. I have not confidence in my PCR result as it was reported so late and had to another lab which provided the result in 24 hours from sample collection on 8/13/21. ********************************************************************************************** This lab needs to be closed immediately and not permitted to do COVID testing, period. I will also call my insurance company on 8/16 and ask them to stop payment on any claims filed by this lab. I have also reported this lab to the ** dept of health. They should have corrected late reporting of results and been able to meet any surge in testing in early 2021. This lab cannot meet the demand, despite the spread of delta variant and I predict similar issues in the future. The public needs to be made aware of this!!

*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. ↩