Complaints

This profile includes complaints for RealTime Labs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RealTime Labs

  2540 King Arthur Blvd Ste 200 Lewisville, TX 75056-5833

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  RealTime Labs

  4100 Fairway Dr Ste 600 Carrollton, TX 75010-6539

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:03/03/2025

  Type:Billing 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 gave a sample for a MycoToxin test to *************** There was an issue with billing that was never made aware to me. When I reached out to ************** to find out why I had not yet received my results, I was made aware of the billing issue. Once that was sorted, my sample was tested. This was about 30 days from when I had sent in my sample. At no point was I made aware that the false negative result percentage was much higher at 30 days of testing, and asked if I would like to send a new sample.When my results came back negative, I knew that that was impossible based on my son and husband's results. I emailed customer service about the false negative percentage and was sent a document that showed the false negative percentages. I took a second MycoToxin test after receiving the false negative, again from **************, only to get the results that I was 4x the normal level for and had 5 different molds in my body. When I reached out to customer service in an attempt to resolve this issue, and receive a refund for my first test, my emails were ignored. Not only was my health greatly put at risk by not informing me that my results may be effected by the delay, their customer service has been non-responsive and unhelpful. I am certain I am not the only one that this has happened to and many customers of ************** could be going off of incorrect information due to the lack of transparency, and not getting the medical care they need.

  Business Response

  Date: 03/18/2025

  Dear BBB,

  First of all, please let me note that it is difficult for us to comment specifically on this complaint. There are strict rules for how and what we as a laboratory can say about patients health and the tests we have run on them - the rules aruond this are often referred to as HIPAA, which is a set of federal regulations that protects patients health information.

  We have looked into the specific tests and the controls we ran those days and everything looks the way it should, so we are confident that results are accurate. It is important to understand that we are measuring mycotoxin content in the urine, and it is possible to have mycotoxins in the body without it being excreded via the urine, this does not mean that the test is not accurate. Some physichians will do a provoked test which invloves taking certain supplements proir to the urine collection, but most will not. It is up to the individual prescribing physician to decide based on patient behaviour and symptoms.

  We have reached out to the physician that was prescribing this test for the patient, and the physichian will have a conversation with the patient to ensure that result are well understood. 

  I am hoping for BBB's understanding when it comes to my very general answer. I would assume that the patient in question will have a better understanding for the test result once the has been a conversation with the patient in this regard.

  Customer Answer

  Date: 03/19/2025

  I am rejecting this response because:  It sounds like you did not look at my second Real Time Lab results that were taken weeks apart from the first test with no change in environmental factors. My second test results were through the roof with 5 different molds including black mold. This would be nearly impossible for my first test results to be a correct negative report. My husband also took his ************** test months before my two tests and had the same results as my second (correct) results. Our Mold test of our apartment also showed the same molds that were in both my second lab reports and my husbands results. This is obviously an error on your lab testing and due to the longer duration of when my urine was tested.  

  Business Response

  Date: 03/19/2025

  Dear Ms. ************** mentioned i cannot be very specific this public forum - this is to protect patient data as per regulation.

  Did you have a conversation with your doctor that prescribed the test? Your doctor (that we have been in contact with) will be able to explain the test result in detail, and also why this can happen - i think this is critical for understanding the results.

  I can certainly understand the thought proccess that leads to your conclusion, but the picture is more complicated, and there are factores that should be taken into account, that seems to me not to have been.

  Let me make a few general comments that may or may not apply to your situation, please also note that i am not a doctor and therfore do not provide clinical guidance. You doctor will have your clinical history, understand your eating habbits, potential exposures etc. which should all be taken into account when interpreting test results. Now to my generral comment; We sometimes see patients with very little excretion of mycotoxins despite having them in the body. Sometimes patients will have mycotoxins, but not excrete them in the urine. If such a patient is put on a cleanse diet, taking certain supplements etc. that facilitates excretion, and then take a second test, then we see elevated results. Whether this is the case in your case, I think your doctor can comment on this.

  RTL is not only CLIA certified, but also CAP certified, which is the highest laboratory standard acceditation body. All procedures set in place in order to maintain accuracy was followed and documented on the days we performed the tests in question. Therefore we remain certain, as per our documentation, that the test we performed are accurate. 

  With kind regards, ****

   

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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 bought your mycotoxin test kit and your instructions are different on your website and in the packaging. Don't you think someone should fix this, if I follow the wrong set of instructions will my results be incorrect? I have lost faith and confidence in you! I made a video of this issue and showed where I found opposite instructions from the one in the box. Also, your website needs attention in that people use cell phone these days to search the web. Your FAQ section is totally all over the place and in need of some serious help.

  Business Response

  Date: 08/29/2024

  I have logged a call to the complainant and left my direct number on his voicemail so I can personally address his issue for resolution.

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair 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 submitted 2 dust samples for mycotoxins analysis to Realtime Laboratory. The company performed the analysis and charged my credit card $399 on January 5th, 2024. But for some reason, on January 12, 2024, the company charged my credit card again, in the amount of $199. I called the company and spoke to my customer service **** ********************** and he said he would look into it. He emailed me back an said that my credit card was charged in error and that I would receive a refund for the $199. However, two months and several emails later, no refund or credit has been issued.

  Business Response

  Date: 05/02/2024

  Dispute Resolution Department,
  
  Thank you for the information regarding the complaint identified with this resolution number 2145493.  We have contacted the company that was our customer with this inquiry and gave them the documentation that this charge for different client than the one they were referencing for this test.  It was one for a job that had been done in 2023 but had not been invoiced to their account.  We apologized for the confusion and the customer said in the phone conversation that he would check his records and if we did not hear back from him, he would consider that complaint resolved and closed.
  
  Thank you for providing us the opportunity to clarify this with our customer and make sure our reputation as a quality and responsible company remains solid with our customers.
  
  Best regards
  ********************* | Environmental & Veterinary Sales
  

  
  

• Initial Complaint

  Date:10/11/2023

  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.

  RealTime Labs charged my credit card $429 on July 21st as payment for a mycotoxin urine test. This fee included an extra $30 charge to submit my claim for reimbursement to my insurance company. My insurance company has reimbursed RealTime Labs almost 3 months ago and I have received no refund from RealTime Labs. I have called this company at least 5 times to be promised that I will "be paid my refund next week" and it never happens. I even spoke to the finance department who said it would get done that week but to call back if it wasn't. Why do I need to keep calling when it never gets done. It is an unacceptable business practice to charge more for insurance reimbursement filing and then not reimburse the customer as this is stealing from the customer twice (fee and reimbursement). I am requesting to be refunded immediately.

  Customer Answer

  Date: 10/23/2023

  Good Afternoon, 

  I have received a refund from the company and am ready to close this case. Thank you.

   

  Best, 

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

• Initial Complaint

  Date:10/24/2022

  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.

  I ordered the EMMA environmental mold testing kit on 9/22 from Real Time Laboratories for $399. I returned the dust samples in the prepaid return envelope to the UPS Store (******************** ******, TX *****) on 10/3. When two weeks had passed with no results and no indication the package had been received, I reached out to customer support via phone and not only was the receptionist extremely rude, not empathetic to my frustration, she told me it was UPS's problem and I would need to go file a claim. I worked with UPS and they determined the package as a loss. I reached back out to Real Time Labs on 10/24; the same individual routed me to a voicemail of a "supervisor" who has yet to return my call after two voicemails. I'm only asking for them to return my $399 or send another kit and I can not connect with anyone who will help. My order number is ****** UPS Tracking was ******************

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/03) */ Dispute Resolution Personnel, We have called and talked with the complainant ******* **** about her lost environmental sample for testing. We are sending a replacement kit with over night shipping so she will have it tomorrow and will be able to resend the samples to us for the test completion and the results of the testing. I have also left her my direct extension if she has any further questions or needs assistance.