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Business Profile

Laboratory Testing

Northwell Health Laboratories

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Laboratory Testing.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I went to my primary doctor on November 20, 2024, for an annual checkup, which was supposed to be 100% covered by my insurance. While I was at the doctors office, they asked me some general health-related questions and performed the usual blood draw, which should be part of the annual testing.During the visit, I mentioned that I seemed to be having some kind of allergic reaction. The doctor recommended an allergy test and said no additional testing was needed, other than noting it on the blood test order. I didnt ask about the pricing, assuming it wouldnt cost much, and she never mentioned the cost or what specific tests would be included in the blood work.About a month later, I received a bill from the laboratory's billing department with a charge of $1,137.86 after insurance was applied. The total included nearly $800 for allergy testing, along with several other blood tests. I was shocked because this was supposed to be a routine annual checkup.I tried to contact the lab, and they told me the issue was related to the provider's coding. I ended up calling back and forth, but the issue was never resolved.I believe this bill is unreasonable, especially since I was never informed about the potential cost of these tests. I also had no way of knowing what blood work was actually being ordered when I left the office.

    Business Response

    Date: 04/15/2025

    Good morning,

    Upon reviewing this case, I contacted the insurance company to confirm whether the ordered tests were considered annual. I spoke with a representative, ** *., who informed me that the tests are not considered annual by the insurance company and were applied toward the patient's deductible. The call reference number is *********** We can adjust the account and offer a 75% discount, which would reduce the bill to $284.47.

    Customer Answer

    Date: 04/15/2025

    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 and the matter has been resolved.

    Sincerely,

    ******** ****



     

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have health insurance that covers my in-person cost . I have been incorrectly billed and have repeatedly contacted the office with no response.

    Business Response

    Date: 03/17/2025

    Good Morning, I am no longer the contact for this unit. Please email ******* ******, ************************************************************ and ****** ******, **************************************************************. Thank you, *******

    Business Response

    Date: 03/17/2025

    Good afternoon.

    We've reviewed your complaint. When we verified your policy number ******** for the date of service 10/30/2024, it was inactive.

    We contacted your insurance company (reference #**************) who confirmed that policy number ******** is inactive and advised us to bill the new policy number, **********

    We are now billing this new ID. Please allow ***** days for processing. We apologize for any inconvenience this may have caused.

    Customer Answer

    Date: 03/17/2025

    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 and the matter has been resolved.

    Sincerely,

    ****** ***** ***********************************

  • Initial Complaint

    Date:09/29/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i went to Northwell Health Labs at West New Brighton *********************************************************************** on friday the 29th of sept at 12:45 pm for my scheduled laboratory blood draw apt. when i told the lab tech that her needle was really hurting me as she put it in my arm, she laughed at me and said seriously in a rude tone. I felt very disrespected and upset. I have a medical condition and use your lab on a weekly basis. This was not the usual tech assigned to this lab. Thank you.

    Business Response

    Date: 10/16/2023

    Good Afternoon, I am truly sorry that you received such unsatisfactory service. Unfortunately, you've contacted the incorrect department for this issue.

    Again, as a representative of Northwell, I apologize on behalf of the Phlebotomy team. 

    Thank you,

    *******

  • Initial Complaint

    Date:08/16/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Northwell Billing is incompetent!!! They processed my familys (3) bills from **************** incorrectly to BCBS back in December. Didnt bother to contact me or send an outrageous bill until May. One bill for nearly $900 for a covid/flu test. The other two were close to $700 and $500 for a three minute video appointment. When I received the bill for the first time 6 months later they demanded all the money. BCBS had to reprocess all three bills because of their incompetence and that takes another few months. They harass people for money they are not ***********. If they did their jobs correctly, they would have been paid by the end of last year. Now they are threatening collections. I will be filing legal action against them if my 805 credit rating is damp due to their stupidity

    Business Response

    Date: 08/30/2023

    Good Afternoon,

    I would be happy to look into this. Please provide all 3 account numbers or the first/last name and date of birth for each patient.

    Thank you,

    *******

  • Initial Complaint

    Date:07/31/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I keep receiving a bill from Northwell Health Labs in the amount of $323.43 (account # **********. This bill is for laboratory services on 5/23/23. I have written to the address on the bill AND have called the billing questions number listed on the bill. My letter produced no response; my telephone call elicited an apology anda promise to submit the bills to my insurance ********* is my primary; United Health Care is my secondary). Today, I received ANOTHER bill. I have very good insurance, and this bill will be covered; it must, however, be submitted to one or both of the insurance companies.

    Customer Answer

    Date: 08/24/2023

    Better Business Bureau:

    At this time, I have not been contacted by Northwell Health Laboratories regarding complaint ID ********.

    Sincerely,

    *********************

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a bill for my daughter receiving laboratory services account number ********* in the amount of $88.04. I've attempted to contact the billing number on the statement at ************* on 3 separate occasions at their business hours. No one answers the phone and leaving a voicemail is not an option. I wanted to provide my child's insurance information which I completed online due to lack of customer service. I am now requesting an itemized bill of services and to make sure my insurance has been billed properly before I pay the owed copay and deductibles.

    Business Response

    Date: 03/28/2023

    Good Morning,

    Our business hours are from 9am-12pm and 1pm to 5pm Monday through Friday. Voicemail is activated from 12pm-1pm and 5pm tp 9am (including all day Saturday and Sunday). 

    This account is currently in collections. 4 patient statements were mailed in an effort to obtain any active insurance. 

    An itemized bill has been placed in the mail. 

    Please give us a call at ************ and request to speak with ****, our collection liaison for further assistance.

    Thank you,

    *******

  • Initial Complaint

    Date:03/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a lab bill for my OB/GYN visit on 2/11/22 for $335.08. I contacted Northwell Labs on 8/8/22 to have the bill reviewed and resubmitted to my insurance since the doctor is in my network. I spoke with a *** ************************* who instructed me to email her a copy of the bill and my insurance card. She said I should hear something in about 90 days. Didnt receive any further correspondence so I figured it was taken care of. Only to receive a collection letter in the mail this past Friday. Contacted the lab billing ***** this morning about the issue only to be told there is no record of me calling. So now Im being told its in collection and theres nothing they can do. I have proof of the email correspondence and I really think its unfair for someone to drop the ball concerning a billing dispute and causing a collection action.

    Business Response

    Date: 03/21/2023

    Account # *********

    Good Afternoon,

    We received **************** for this date of service therefore the claim was denied. We were able to confirm the patient had active insurance through Healthcare Partners.

    We've reached out to ***************** to have the account pulled and closed. 

    Patient can disregard the notice.

    Thank you,

    *******

     

     

     

    Customer Answer

    Date: 03/21/2023

    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 and the matter has been resolved.


    Please forward to me a statement for proof that the bill is paid. 


    Sincerely,

    ***********************



     


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