ComplaintsforLife Line Screening

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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,

*********************
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair 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 telephoned Life Line Screening in response to the company's mailing that offered a $139 cardovascular screening package. The representative who answered the phone did not respect my request to simply set an appointment for only the $139 screening, but stated she would just get my health history. I explained I just wanted to set up an appointment for the advertised package. After she continued to ask questions about my health history, I insisted that I wanted only the $139 screening. She finally set the appointment adding that there was a charge (NOT LISTED in the informational mailing) for a physican's revew. I declined the review, saying that I would have my own physican do the review. She replied, saying their doctor's review was mandatory. I then spoke with a supervisor who also said that such reviews were standard procedure, but that she would give me a $10 "courtesy" discount. The advertising page was separate from the cost of $139 printed in very large numbers at the top of the page.The supervisor pointed out that in very small print in the middle of a paragraph in their mailing form letter, beneath the signature and separated from other information was a statement indicating "price does not include any applicable review fees". The supervisor added that the advertising section of the company should be alerted to clarify their pricing.I believe that the screening should have been advertised as costing $157. The screening could not be obtained for only $139. In addition, it shoud be noted that my partner who also had the screening noted that although an additional fee was mentioned as a part of the sign in process, no amount was mentioned. Unfortunately, through her oversight, she paid the fee without realizing it. I believe that many people pay more for the Lifeline screening packages without realizing it as a result of a purposeful and questionable marketing strategy.
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
05/15/2024
Complaint Type:
Customer Service 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 had life line screening on April 29th this year. I was told results would be available via their portal in ten days. I received an email saying my results were ready but the portal shows results pending. I called customer service and told them I needed the results now as it was past ten days. ** told me it would be a few days. A few days passed; called again and was told there was a glitch in the system and an email would be sent with the results. I was told it would be 72 hours. I was told that at the initial ** call. I explained that I needed the results now as I wanted to take them to a doctor's *********** tomorrow. I asked to speak to a supervisor; there are no supervisors. How can one run a business without supervision! All Life Line managed to do is close the door on any future business or recommendations from me. The ** agents only give you lip service and no resolution. I tried calling the corporate number on line but it's no longer in service. I won't be using this service again.
Business response
05/15/2024
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 apologize for the delay in your results. We are working diligently to correct this issue and ask for you reach back out to us at ************ so that we can assist you in resolving this matter.
Initial Complaint
05/15/2024
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 paid 177 of dollars for multiple screenings on April 18th. Went to the screening location on my appt date 4/26/24. The screeners told me they could not perform the screening due to a pre existing condition and I would be refunded. I have been calling because not only did I not get refunded, I received results for a test I NEVER TOOK! This business is a complete SCAM. I want a refund for what I paid for the test I was never given.
Business response
05/15/2024
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 contact us directly at ************ to assist with you're refund we will look forward to hearing from you.
Initial Complaint
05/14/2024
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.
Receive spam mail from this company for a person who doesn't live at this address and never has. I have returned the last 5 mailing (one per month) and they continue to come in. I have also gone to their website 3 times (one per month) and have input the persons information with my email requesting they remove my address as this person has never lived at my home.Still getting the spam.
Business response
05/15/2024
Thank you for taking the time to contact us and we sincerely apologize for the inconvenience and your frustration. We have removed the client in question from our mailing list. Please allow ************************************************************** advanced. For any further assistance please feel free to contact me at ************. We will look forward to hearing from you. Thank you!
Initial Complaint
04/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Life Line Screening, The offer to provide artery screening. I attempted to make an appointment but was asked for my insurance provider. It is stated in this offer for artery screening that health insurance does not pay for their services. The scheduler attempted, several times, to upsell for additional screenings: for prostate cancer, screening my liver, screening my lungs for cancer. I answered no to every attempt for upselling. And was not told of a fee for these additional screenings. Then was told that there is a required charge of $18.00 for their doctor to review my test results before the results are sent to me. Another upsell as there are no indications in the advertisement as to this required $18.00 doctor ****
Business response
05/03/2024

Thank you for taking the time to speak with us and we sincerely apologize for the inconvenience and your frustration. We have removed you from all future calls and emails. Thank you!
Customer response
05/04/2024
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
04/29/2024
Complaint Type:
Service or Repair 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.
Registered online for annual lifeline screening. Arrived early (11:30) and was told by attendant that they were short staffed and hours behind. I waited approximately an hour after scheduled appointment which was supposed to be at 11:40. The attendant said that since I had to get back to work that I could call back and Lifeline would reschedule me no problem. So, I called back the next day and the lady (******) stated that they would gladly reschedule but that there would be another fifty dollar rescheduling fee. I prepaid ****** dollars for my screening and due to their negligence I didn't receive that and now they want to charge ***** more! I feel like that this was due to their negligence and that I should be refunded my ****** that I had prepaid.
Business response
05/02/2024

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
05/03/2024
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,

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

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