Complaints

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.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 called twice to this company to straighten out a discrepANCY and the customer service representatives have not given me a good reason why they are billing me. The first one I spoke with, ***, said my date of birth submitted by the ************** was not matching my insurance records. He gave me ref # *******. The second one I spoke with, *****, said they did not give ref# and said they did not have my insurance on file. He let me hold 30 minutes to talk to a supervisor and never transferred me.

  Business Response

  Date: 03/29/2025

  Dear *** ************** am in receipt of your complaint to the Better Business Bureau about a billing delay on account number *********.  Due to an error in the date of birth received from your ordering provider, we were unable to initially verify your insurance coverage.  Once your date of birth was corrected a claim was submitted to your insurance company.  I understand that during your second call to Sunrise Medical Laboratories you requested to speak with a supervisor and experienced a long delay, ultimately never connecting with them.  Our billing management team reviewed your recorded phone call and identified the cause of the delay.  This was reviewed with both the agent and supervisor as a training opportunity to improve our level of service in the future.  Please accept my apology for the subpar service you received during this interaction with the billing team.  It is our goal to always provide excellent customer service and hope to service you in the future.

  Sincerely.

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

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

  Customer Answer

  Date: 03/31/2025

  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:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In February, Sunrise told me that they would charge my insurance for my bill of $100, but they just needed my birth date because they had an incorrect birth date. Once I gave them my birth date, they decided to charge me instead. I am disputing this charge because my insurance covers non-exorbitant COVID tests, and Sunrise is just trying to get more money from me. I never received a notice of denial from my insurance, which means that Sunrise did not even try to contact my insurance, they just decided to charge me.

  Business Response

  Date: 03/21/2025

  Dear *** **************** am in receipt of your complaint to the Better Business Bureau regarding an issue with our billing department.  I understand that you received a second patient invoice after you contacted our billing department and updated your insurance information.  That second invoice was queued to be mailed on the same day you called, which is why you received it in the mail after you spoke with us.  Your account is now pending payment from your insurance company. 

  Sincerely,

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

  Revenue Director

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  

  I will wait for you to process the second invoice. 

  
  Sincerely,
  
  ***** *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 $10.00 from Sunrise Medical Laboratories. I went online and paid the bill. For the past month, I have been receiving statements in the mail telling me to pay the balance. But when I go to the provided website (******************************************************************) and put in my account number, the site tells me that no account exists with that number. How exactly have I been referred to collections if this company doesn't even have my correct information? This bill has already been paid and it needs to be taken out of collections

  Business Response

  Date: 03/11/2025

  Dear *** ************* am the Revenue Director at Sunrise Medical Laboratories and I am in receipt of your complaint to the BBB.  Between 2/15/2024 and 3/26/2024 you had three dates of service with Sunrise Medical Laboratories and all of those services did have balances due by you after insurance adjudication.  I see that you did pay $10 for the 3/26/2024 date of service (********), however, the 3/21/2024 (********) still has an open balance of $10 and 2/15/2024 (********* has a balance due of $5.55 that has been forwarded to our collection agency.  I hope this information clarifies this situation for you.  If needed please feel free to reach out to me directly at *****************************************************************.

  Thank you.

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

  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:02/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Received lab bill (bloodwork in doctor's office) for $168.46 which should have been covered by insurance. Sunrise Medical lab told me my personal information was entered incorrectly. I updated the information and was told on January 6, 2025, that the matter was resolved, and my balance was $0. I received a letter dated January 11, 2025, that my account was referred to their collections department. I contacted Sunrise Lab on February 21, 2025, and spoke to a supervisor (***) who could not resolve this issue. I would like, in writing, to know this matter has been resolved.

  Business Response

  Date: 02/21/2025

  Dear *** *************** am in receipt of your complaint to the BBB about a bill you received from Sunrise Medical Laboratories.  In order to research your issue, I will need some additional information.  Please provide your accession or invoice number, or your date of birth and date of service for the invoice you received.  Once I have that information I will be able to fully investigate what happened.

  Thank you.

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

  Revenue Director

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They need information from me:  *********

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 03/18/2025

  Dear *** ******************* you for the additional information allowing me to identify your account.  Your claim for date of service 8/2/2024 has been processed by your insurance and there is a remaining balance of $22.88 which represents your copayment.  An invoice for that amount will be mailed to you shortly, if you don't have it already.

  Our goal at Sunrise Medical Laboratories is to provide excellent customer service to our patients.  Please accept my apologies that you struggled to get your issue resolved.  We look forward to servicing you in the future.

  Sincerely.

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

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

  Customer Answer

  Date: 03/21/2025

  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:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 not received a bill, but an automated phone call informed me that I had a $400+ balance. I need to review this bill to confirm if it was ever even submitted to my insurance. I checked my insurance claims and the last Sunrise claims were submitted in June of 2024 and I did not owe anything. If it turns out it never went to my insurance provider, it would be the fourth time that this has happened. When I asked last year, the gentleman told me it should not keep happening. I have tried calling and was left on hold for 45 min. I tried sending an email and received no response. This is unacceptable business practice. A copy of the email I sent 01/28 is attached.

  Business Response

  Date: 02/11/2025

  Ms. *******,

  I am the Revenue Director at Sunrise Medical Laboratories and I am in receipt of the complaint you filed with the BBB.  In reviewing your account it appears that our system placed an automated collection call to you in order to prompt you to contact our billing office about a claim for date of service 12/30/2024 that we were unable to bill to insurance.  Since that call, your accession has been updated and billed to ********** Blue Shield, and it is my understanding that ****** from our **************** team has reached out to you and left a message in order to answer any additional questions you may have.  I also addressed the issue of your email not being responded to.  Please accept my apologies because your email was overlooked.  The representative responsible for responding to email has been spoken too, and we are taking additional measures to ensure this does not happen again.  Thank you for choosing Sunrise Medical Laboratories and we look forward to servicing you in the future.  If you need to reach me directly my email is *****************************************************************.

  Sincerely,

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

  Customer Answer

  Date: 02/11/2025

  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:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good afternoon,I am reaching out regarding a bill I received from your company for services provided on 10/22/2024 for $486.78. I have made several attempts to clarify this issue with the billing department, as my insurance covers the service, and I already paid the required copayment. Unfortunately, I was unable to receive assistance.I requested a detailed bill and an explanation of benefits to understand the charges, but I was told that the billing department does not handle such inquiries. When I explained that I needed clarification since I am being billed, I was met with resistance rather than support.I am concerned that this unresolved issue might escalate to collections despite my efforts to address it. I have a long email thread documenting my attempts to resolve the matter, which I can provide for review.I would greatly appreciate your assistance in resolving this situation and obtaining the necessary information to move forward.

  Business Response

  Date: 01/29/2025

  *** **,

  I am in receipt of your complaint about your attempt to get details for the services provided to you by Sunrise Medical Laboratories. I have reviewed the email documentation you provided with our customer services supervisor and identified a training opportunity for the representative that you corresponded with.  It was clear that you were unable to get the detailed information you were requesting, and after a second attempt, your email should have been escalated to a supervisor, who would have been able to assist you.  At Sunrise Medical Laboratories we strive to provide a high level of customer service, and I apologize that this was not what you experienced this time.  If you still need to speak to someone about your bill, please contact the supervisor directly at **********************.  If there is anything else I can assist you with please contact me at *****************************************************************.

  Sincerely,

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

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

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Good day,

  I attempted to reach the supervisor but was unable to get in touch with anyone, and I have not yet received a follow-up call or any additional updates regarding my inquiries. While I appreciate that this will serve as a learning opportunity for the employee, no action has been taken to assist me on my inquiries.
  Additionally, I am hesitant to contact the billing department directly, as I am concerned about potentially reaching the same representative from the previous email. I would appreciate any guidance on how best to proceed.
  

  Thank you

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ******** **
  
  
  
  
   
  

  Business Response

  Date: 02/25/2025

  *** ***

  Since you and *** only spoke 5 days ago, the invoice you recently received had already been queued up and mailed.  You will need to speak to your physician about the services provided, as we cannot have that conversation for you.

  Sincerely,

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

  Customer Answer

  Date: 03/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Can I safely assume that no further assistance with be provided despite being offered assistance on the last call? 

  
  

  ******** **
  
  
  
  
   
  

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had routine bloodwork ordered by my ************ Physician sent to Sunrise Labs for analyzing. Sunrise apparently did not receive my insurance information, or did not submit the claim to my insurance for coverage (this is not the complaint). Date of service = 7/8/24 I received a bill for the full cost of service (without insurance coverage). Amount = $263.37. I paid this amount in full - paid to Sunrise Labs on date 8/24/24. Following payment (in full), I submitted the claim to my insurance (*****) directly. I submitted the *** codes for the services (as provided by Sunrise directly on their statement), and the ICD-10 diagnosis codes, which I obtained from my PCP. Aetna (my insurance) processed the claim, and informed me that my amount allowable (amount owed to Sunrise) for these services = $29.12. I am owed a refund for my overpayment in the amount $234.25.Sunrise Labs has received all of this information and documentation (from my Aetna EOBs, and my receipts from the payment in full) on 9/26/24. For the past two months I have made 10+ calls to Sunrise Labs, spoken to many different ***** escalated the issue to several different supervisors - all who tell me they'll get back to me with updates. These updates never come. Sunrise has copies of all receipts/EOBs from insurance/etc. and continues to delay issuing my refund.

  Business Response

  Date: 12/05/2024

  Dear *** *********** am the Revenue Director for Sunrise Medical Laboratories and I am in receipt of your complaint to the Better Business Bureau regarding the difficulty you had in obtaining a refund for overpaid services.  Sunrise Medical Laboratories strives to provide all patients with exceptional service and I am sorry that was not what you experienced.  After a thorough review of your account and your interactions with us, it is clear there was an internal breakdown in our billing process.  We have record of your email and your calls, however, your account was not properly escalated to the person who could process your refund.  We have now processed your refund, which you should receive shortly, and I have addressed this issue with billing customer service management from whom, I was assured this will not happen again.  We at Sunrise Medical Laboratories look forward to serving you in the future, and if you ever need my assistance please feel free to reach out to me at *****************************************************************.
  Sincerely,
  ******* *****

  Customer Answer

  Date: 01/03/2025

  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 will be resolved once the refund has been received.
  
  Sincerely,
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called sunrise medical laboratory's billing department trying to get an explanation as to why I am receiving a bill from them MORE THAN A YEAR LATER from the dates of service listed on the bill. I told them that I paid whatever the doctor's ****** said I would be responsible before (my copayment) and specifically asked them if I would owe anything past that copayment amount, and they said no, which is why I agreed to get my bloodwork taken on that day. I then get hit with a $305.60 bill MORE THAN A YEAR LATER from this lab. After trying to explain the situation to the billing department on the phone, they hung up on me TWICE. So not only were they extremely rude on the phone to me, they also COMPLETELY WASTED MY TIME. They left me in the dark without any resolution to the bill that they sent me OVER A YEAR LATER and were EXTREMELY RUDE from a customer service standpoint. I was also told by another representative a few months ago (when I received a completely separate bill OVER A YEAR LATER) that I should not worry about the balance of that bill, however now they decided to send me another bill with an even higher balance. This is straight up fraud and terrible customer service. They will hang up the phone when you try to speak with them. Absolutely terrible, they SHOULD NOT BE ABLE TO OPERATE A HEALTHCARE BUSINESS. Disgusting.

  Business Response

  Date: 04/30/2024

  ****************,

  I am in receipt of your complaint about a delay in billing you for laboratory services.  In order to properly identify you and the services in question, could you please provide me with some additional information?  I will either need your date of birth and date of service, or the account number from the bill you received.  Once I have this information I will be able to research this issue.

  Thank you.

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

  Revenue Director

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

• Initial Complaint

  Date:10/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had a blood work done by the lab on augest 15 with claim no *************, my doctor sent a wrong diagnosis code with a diagnosis code does not match the required blood work and i get charged for it , however when my doctor corrected the diagnosis code as anual check up they refued to correct it which is considered as a fraud

  Business Response

  Date: 11/01/2023

  Dear ***********************,

  In response to your complaint I had one of my billing team members reach out to *************************************** office to inquire about the diagnosis codes provided for your laboratory services on 8/15/2023.  They spoke with **** and she confirmed that the diagnosis codes provided are correct and the testing ordered on this date of service were not related to your annual well visit. If you still believe this claim was improperly adjudicated by your insurance company I would suggest you reach out to them.  There isn't anything more that Sunrise Medical Laboratories is able to do.  

  Thank you.

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

  Revenue Director

• Initial Complaint

  Date:05/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently got a letter from a collection agency. At first, I don't remember using sunrise medical lab, but then i thought it might be from my doctor so I looked through my insurance claims and found them. It was already paid by my insurance company and I don't know why they are asking me to pay. I think they are trying to scam me. If they wanted to get more money, they should talk to my insurance or my physician. Besides, it has been more than 1 year since I had bloodwork with them and I don't know why they are sending me this now. Very dishonest lab.

  Business Response

  Date: 05/08/2023

  Dear BBB:

  ********** is hopelessly confused.  He submitted two documents to support his defamatory charges that Sunrise was trying to "scam" him and is a "[v]ery dishonest lab." The pathetic photo of his computer screen relates to testing with a date of service of 11.26.21 (our #*********).. That testing was billed to his insurer and paid in full.  The second document he submitted was a collection letter from Aargon, our collection agency, relating to testing with a date of service of 09.14.21 (our #*********).

  These were two separate transactions, one of which was closed, having been paid by his insurer.  The other transaction, from 09.14.21,remains open. 

  The open invoice that ****** was attempting to collect, relates to testing ordered by Dr. ************** at East Point Medical, PC.  On the test order form submitted by ****** for **********, ************************** Plan was listed as his insurer.  When Sunrise attempted to verify his eligibility, we discovered that he was not, in fact, eligible.  When this occurred, we sent invoices to ********** on 09.20.21, 10.19.21 and 11.18.21.  Each of those invoices clearly stated that if he provided us with the identity of his insurer as well as his member ID, we would bill his insurer.  He never responded to any of those invoices/communications.  After waiting in vain for any communication from **********, on 01.03.22, we referred this account to Aargon for collection.

  ********** apparently made no attempt to contact either Sunrise or Aargon, and simply filed a complaint with BBB accusing Sunrise of dishonesty. He felt compelled to smear Sunrise without a modicum of due diligence on his part.  Nevertheless, we are writing off his open invoice.