ComplaintsforLife Line Screening

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Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 20, 2024 I paid $197.00 for screening tests for stroke risk. These tests were not required by my doctor, I decided to do this on my own. A few days later, I realized that intstead of spending my money on these tests, I should use my money to schedule an appointment with my primary care physician instead. I contacted lifeline screening and requested a refund and I was transferred to a "refund specialist" It turns out that they only give a gift card credit. However, I feel that I should be able to have a refund since I haven't used their services and I really need a refund so I can afford to pay for a primary care provider visit and any tests that I will probably be billed for through a pcp. I can't afford to only receive a gift card from lifeline screening. I would just like my money back, that is all.
Business response
07/10/2024
We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further, we can do.
Customer response
07/15/2024
Complaint: 21964743

I am rejecting this response because:
On July 10, 2024, a person named **** left a voicemail message for me saying that I would possibly be refunded by sending me a check in the mail and that I should call her back. I called **** back on July 10, 11, and the 12th and left a message each time on her voicemail. She never called me back. The only call I received from Lifeline (****) was that one single message she left on my voicemail on July 10, 2024. Therefore, I have been left in limbo and obviously this matter has not been resolved.
Regards,
*****************************
Business response
07/16/2024
Thank you for expressing your concern and giving us a chance to discuss this issue over the phone. We are glad we could come to a satisfactory resolution. We have provided you a refund. We apologize for any inconvenience this has caused. Please let us know if there's anything further we can do.
Customer response
07/18/2024
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.

Regards,

*****************************
Initial Complaint
07/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I scheduled an appt with Life Line Screening and was told the total would be $******. I told the customer service person, ***, that I was approving a $50 deposit towards my appt and that I would pay the balance at the time of the appt. that I was not comfortable being charged and paying in full for services before they were performed. Low and behold, he charged my credit card the full ****** at that time. When I saw this and called back, I was told that there was an immediate credit issued for ****** so there shouldn't be an issue. That credit never appeared and upon my appt.on July 2nd, my card was charged another ******. I still have not received any credit at all and called again today, July 5th. I was told that they were waiting to see if his credit went through before issuing the credit. I feel like I was SCAMMED! I would like my money refunded ASAP as I am accumulating interest on this charge to my card that should never have been charged to begin with. Please help!!
Business response
07/10/2024
Thank you for expressing your concern and giving us a chance to discuss this issue over the phone. We are glad we could come to a satisfactory resolution. We have provided you a refund. Please let us know if there's anything further we can do.
Customer response
07/10/2024
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.

Regards,

***********************
Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
April 2/ 2024 , I went and had 3 tests done by lifeline screening. I paid ahead of time with a FSA card , the receipt I was given at the time was not sufficient for turning into my FSA, I then called end of May and asked for an itemized receipt, to include all of the tests that were purchased along with the date of service and amounts. I spoke to **** and she stated it would be mailed to me. It's now mid June and nothing. I called again last week and talked to **** again and asked if they could be emailed to me. She stated yes and took down my email. I told her I would wait on the phone, and she stated sometimes it takes a few hours. I gave her a second email and that one didn't come while I was on the phone, so I told her I would wait for the emails and also asked her to mail me the receipt. I haven't received anything. I am asking that a detailed receipt with all the above be sent to me ASAP. They will lock down my card and I will be unable to use it for medical expenses , If I don't turn this receipt in. This is an easy enough request, not sure what the issue is.
Business response
07/03/2024
Hi *****, we're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further, we can do.
Customer response
07/03/2024
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.

Regards,

*********************
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March, I paid for a OneLife membership for annual health screening. I received my screening that same month.I called the merchant to ask to cancel my annual membership, as it renews automatically each year.The merchant refuses to cancel the membership unless I pay a fee, which was not disclosed to me when I paid for the membership. Further, they told me that if I wait until closer to the renewal date, they will not charge the fee.This surprise fee appears to be a ploy to make it more difficult to cancel the membership.The merchant offered no resolution, and refused to cancel my recurring membership, unless I pay the fee now.
Business response
07/08/2024
We appreciate your feedback as it is extremely important to us to improve our service. We have cancelled your membership and adjusted your balance. We apologize for any inconvenience this has caused. We will use this information for training and development purposes. Thank you again for bringing this to our attention.
Customer response
07/08/2024
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.

Regards,

*********************************
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
services paid for could not be completed due to faulty equipment.
Business response
06/13/2024
Hi ****, We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.
Customer response
06/14/2024
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.

Regards,

*********************
Initial Complaint
05/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
this "company" keep harassing our medical office for years: mails, emails, calls.....requested not to contact us again, but no prevail.....enough is enough
Business response
05/31/2024
Thank you for taking the time to contact us and we sincerely apologize for the inconvenience and your frustration. We have removed you from all future contacts. Thank you!
Initial Complaint
05/28/2024
Complaint Type:
Product Issues
Status:
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.
I went to Life Screening in ************ on May 1, 2024. I was told I would received results in 7-10 days. I have not received my results. I called three times I was told they would be emailed a number to call no email sent. I called back spoke to a woman named **** she said she would contact IT to send the results. I still have no results. I have check the site login and all the tests say Pending. It is almost 30 days with no results!
Business response
05/29/2024
We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.
Initial Complaint
05/24/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife and I both purchased screening services through Lifeline. When it was performed they told us we would have results in 10 days. We called after 10 days and then they said it would be ***** business days. It has now been 19 business days and we have no results. If we call they just keep putting us off. They took $552.00 from us and did not provide a service and we want our money back.
Business response
05/29/2024
We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further, we can do.
Customer response
06/01/2024
Complaint: 21755446

I am rejecting this response because:
They contacted us and told us they would send the results by email but it could take 7 days. This is the same thing they have been telling us since the beginning. They want me to wait 7 days knowing that this case will be closed in 6 days and then they can continue to ignore it.
Why is this still going to take another 7 days, the testing was done over a month ago and they promised results in 10 days?

Regards,

*****************
Business response
06/07/2024
Hi ***, We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.
Customer response
06/10/2024
Better Business Bureau:
The business finally delivered the reports after over a month. During the sale they promised 10 days, then 10 business days, then ***** days. Finally, 35 days later they delivered. I would never do business with them again.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************
Initial Complaint
05/24/2024
Complaint Type:
Billing Issues
Status:
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.
I paid for and completed the company's screening on May 1, 2024. The company states the results will be available within 10 days. It is now May 23 and I have called 5 times and still do not have my results. On May 14, I received an email with the subject line, "Your results are ready." The email states, "Your screening results are now available! You can access your results by logging into the portal." But the portal continues, even on May 23, that the results are "still pending." Each of my five calls to customer support, starting on May 10, basically end up with exactly the same resolution ... they have reported the problem and I will receive my results in ***** hours. Today, May 23, they said it will take 7-10 more days. No one will tell me why my results are not added to my portal as they should be. One representative said they would be emailed in ***** hours but that has been 4 days now. I don't know if they have lost my results or what happened. I can't spend further time with calling and getting no resolution. I hope BBB can help me. I was honestly very excited about this company and its offerings and had planned on referring family and friends but I am now so disappointed, especially in the potential dishonesty of not telling me why they are not providing me with my screening results.
Business response
05/29/2024
We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further we can do.
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for lifeline screenings on April 19, 2024 amount of $177.00 and got the screenings on May 1, 2024. I have never gotten the results of the screenings. Many phone calls and requests for my results. Lifeline is claiming that it is an IT problem. I have asked them to email them to me or mail them to me and I sign into their website every day multiple times and my results say still pending on their website. I received an email saying my results were ready over a week ago with nothing. I asked for my money back because I have no results and they will not give me my money back. This is totally unacceptable when we are talking about health results
Business response
05/20/2024
We're so sorry to hear about this experience. Thank you for giving us the opportunity to look into this matter. We've reached out to you directly and hope we've been able to address your concerns. Please let us know if there's anything further, we can do.
Customer response
05/21/2024
Complaint: 21736201

I am rejecting this response because: I still have NO results!! Life Line called and apologized but still no results. No email with results and results still pending on their website!!

Regards,

*********************
Business response
05/24/2024
Thank you for your response a call has been made to update you that your results were emailed on May 21st to your inbox. As well as your results being sent to your home residence. If you have any further questions or concerns, please feel free to contact me directly at ************. We will look forward to hearing from you.
Customer response
05/29/2024
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.

Regards,

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

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