LabCorp Customer Service Issues

While driving with my girlfriend on Route 22 in Hoosick, NY, we encountered one of your drivers with license plate number GPD1129. In a 55mph zone, he was going 40mph, prompting me to attempt to pass him. Unfortunately, he abruptly slammed on his brakes, causing a dangerous situation. When I tried to pass again, he sped up, nearly causing a head-on collision with another vehicle. Despite my multiple attempts to pass safely, the driver continued to drive erratically, even swerving into my lane. After safely passing him and reaching Stewart's in Hoosick, NY [redacted], he followed and confronted us, using profanity. We informed him of contacting the authorities and his employer, to which he responded indifferently before driving off. I would like to discuss this incident over the phone to file a verbal complaint. Please contact me at [redacted]. Thank you. - Crystal C. & Wanda D.

I accompanied my husband for two thyroid tests, but only one was done by DR. Hansen's office despite a clear RX. On the second visit, the phlebotomist was defensive when asked to redo the test and mentioned the previous mistake. We were directed to call Lab Corp regarding the billing for the incomplete test and would like to address Connie's unprofessional conduct. We are surprised by this experience as Connie is typically competent, but her recent behavior has been concerning and distracted. This incident occurred at the Kenosha, WI location.

On 5/31/18, my lab report at the Baptist Labs Pensacola came back with incomplete information. Despite my age and date of birth being present, the report did not include my gender. After contacting my doctor's office on 6/15/18, I discovered that they had initially provided both my date of birth and gender (female) on the request form. Following this, the nurse contacted Lab Corp, and a new form was faxed with my gender included. I'm seeking a corrected version of the report to ensure all details are accurate. This report is crucial for tracking my progress in bringing my WBC, absolute neutrophils, and sodium levels back to normal.

I recently had lab work done at the Grand Parkway location in Katy, Texas. The experience was lacking due to the absence of a receptionist and reliance on a computer check-in process, which felt impersonal. The lab technician mentioned that their computers were down, preventing discussions about where to send my results or how to receive a copy by mail. I am a member of the Methodist Hospital MyChart system and had hoped to have the report sent there for easy access by my physicians, but unfortunately, this request was not fulfilled. Normally, I visit a Quest Lab where there is more support available. Given the focus on customer service, I wanted to share my disappointment with the service received at LabCorp on this occasion. Moving forward, I would prefer to avoid returning if possible.

Subject: LabCorp - Appointment Confirmation Information Dear Jill KERR, Thank you for selecting LabCorp. Your appointment was scheduled shortly before this email was sent, and we apologize if you did not receive it in time. We appreciate your feedback regarding the timing of appointment reminders and will take it into account for improvement. We are glad to hear you found our appointment system convenient and our staff accommodating. We value your attention to detail, and we understand the importance of adequate information and preparation. Typically, bringing the confirmation number with you suffices for your visit. We hope this information is helpful for your upcoming appointment. Have a great day! LabCorp Team

On July 19, [redacted], I had an issue at my gynecologist's office. Instead of seeing Dr. Selva Ganesh, I saw F.A.L.O.N.A. King for my regular Pap smear. She also had me do blood work that morning. When I returned on August 2 for the results, I was given the wrong information. The report indicated HIV and HSV, but it had the wrong account number and phone number attached. The correct phone number for the office is 1-[redacted], not [redacted]. It's important to ensure that the patient ID is correct. The report was mistakenly directed to Dr. Ganesh instead of the correct doctor. I need the correct results faxed to my doctor's office promptly on Monday, August 13. It's concerning to have had this happen twice in a row.

Hello, I recently had blood drawn at a LabCorp office. After inquiring about the timing of when my doctor would receive the results due to the "SAME DAY Results" checkbox on the order, I was informed that results would not be received the same day, but possibly the following day or the day after. To expedite the process, the tech mentioned that for same-day result delivery, a new order with "STAT Results" would be necessary. Considering the challenge of coordinating an out-of-state doctor's office for a timely order update and the potential discrepancies in terminology between LabCorp and medical practices, I believe there should be a way for LabCorp to streamline this process for patients. By aligning their systems to meet doctor's preferences promptly, both patients and healthcare providers could benefit from clearer communication. Sincerely, Linda

I had a disappointing experience with the front desk staff member, Dorothy Smith, at the Plano location on [redacted] W. Parker Rd, Plano, Texas, [redacted]. I observed her displaying preferential treatment towards white customers over others. She was rude, with an unpleasant tone, and seemed condescending towards customers of different races. As a person with a bi-racial family, it was disheartening to witness such behavior. Dorothy Smith overlooked the people of different races in the lobby, prioritizing white individuals who arrived later. Despite calling my name, she didn't engage with me or the other customers properly. Coming from a medical background, I find her behavior unacceptable. I hope for a change in her attitude towards all customers in the future.

My daughter requires a 3-hour gestational diabetes test due to her pregnancy. We scheduled the appointment online after being informed by a LabCorp representative that appointments could only be made online. Specifically, we inquired about Saturday availability, and we were assured it was possible. Unfortunately, upon arrival at the lab located at [redacted] Independence Blvd, Suite 24, Virginia Beach, VA, we were informed that the test couldn't be conducted on Saturdays. This was distressing as we had been given inaccurate information and had traveled 35 minutes for the appointment. It seems reasonable that a test involving three blood draws over three hours could have been accommodated during the lab's Saturday hours, especially since we had scheduled an 8 am appointment and the lab was open until 12 pm. The situation is unacceptable, particularly considering my daughter's inability to take time off during the workweek. It is disappointing that this miscommunication occurred, and I hope it can be addressed promptly.

I received a bill from LabCorp dated 5/28/18. My insurance should have covered it entirely, but there was a coding error, resulting in me being billed incorrectly. After confirming with my doctor's office that the coding was accurate, it was determined that there was indeed a mistake on LabCorp's end. I spoke with Rebecca at LabCorp on 6/12/18, and she acknowledged the error in the code. I was assured to disregard the bill as they would refile it with my insurance company. However, on 11/19/18, I received the bill again without any indication of it being resubmitted to my insurance. When I reached out to LabCorp, they claimed to have no knowledge of the coding issue or my previous conversation with Rebecca. I am requesting for the bill to be resubmitted with the correct code to my insurance so that I am not held responsible for the payment.

I am having trouble accessing my patient portal due to a forgotten password. It is crucial to retrieve the lab results to send to M. D. Anderson Hospital in Houston. I have been accessing these results for years and need to fax them before tomorrow morning. I have forgotten the answers to security questions when attempting to reset the password. I am planning surgery in Houston in early December, and these results are essential for scheduling. Please contact me at [redacted] in the morning as I find it challenging to access my email.

I made a $20 payment to LabCorp on 4/19, which is double my copay. Your records show a $10 payment on 2/23 for a service, which makes me believe I paid for both visits initially. I have proof of this payment on my credit card statement. When I called LabCorp, I was told to fax the statement for further investigation. However, the fax number provided, [redacted], was out of service. When I tried calling back, I was unable to reach anyone as the office was closed. I have received multiple invoices for the 4/19 service that I have already paid for on the day of the visit. The invoice number is [redacted]7, and I request it to be marked as paid. I will now make sure to request and keep receipts from LabCorp in the future. My preferred phone number is [redacted]. Thank you. - Lynn

I took my 4-year-old son to the Labcorp location in Concord, NC for lab work on 12/18/18. The lady drawing blood tried twice unsuccessfully and was about to make a third attempt, but I expressed concern about the stress on my son. She became defensive, escalating to eye-rolling and grabbing my son's arm roughly. I intervened, and the situation worsened as she displayed aggression and raised her voice in front of my children. I suggested we handle it another day elsewhere and emphasized the importance of treating patients with respect. Eventually, she allowed us to leave, but her behavior was unacceptable and unprofessional. I urge the company to address this issue promptly to prevent similar disrespectful incidents in the future. Thank you.

I am curious about the requirement for a referral for a hair follicle drug screening. It seems unnecessary to have one if the client is willing to pay for the test. I have previously taken urinalysis drug screenings with LabCorp, paying in cash. As a customer, it feels unfair to be denied service based on the reason for the test. The primary concern should be the payment. Regarding my recent experience at the London, KY, location for a hair follicle test, I encountered significant issues. Despite providing my contact information, I was not informed about any problems. When trying to reach them by phone, there was no response. Upon visiting in person, after a lengthy wait, I was redirected to the Corbin, KY, location, only to find out they no longer conduct the test. Eventually, I ended up at the Somerset, KY, location for the test. It seemed like the woman at the London location purposefully misled us, causing unnecessary distress, wasted time, and gas. I intend to file a complaint about this unacceptable behavior.

I believe this might not be the appropriate forum for this, but I observed a concerning incident involving a Labcorp employee today. While driving home from work, a Labcorp employee driving a white Ford SUV with their logo almost caused an accident. Despite already exceeding the speed limit, the employee aggressively tailgated my vehicle for a considerable distance. Eventually, they dangerously passed me, almost causing another collision. Unfortunately, due to the darkness, I couldn't determine the gender of the driver, but I did manage to note down their license plate: Alabama tag 47WS387. This conduct is worrisome and could have resulted in severe consequences.

As the clinical director at a local hospice in Wilmington, DE, I oversee our limited lab work needs. Often, we order more vials than we can use before they expire, leading to unnecessary waste and expenditure. Today, one of my RNs tried to obtain a single vial at Labcorp on Philadelphia Pike, Wilmington, DE, only to be denied by the desk staff. When I contacted customer service, the representative insisted on an account number, causing further inconvenience. I seek a solution to order the necessary supplies online in smaller quantities to avoid unnecessary costs and wastage.

I have a concern regarding LabCorp procedures when a patient brings a standing order lab request from a physician to their local Patient Service Center (PSC). I would like clarification on how the original paper copy of the standing order should be processed. Should the PSC keep the standing order in a file, or is the information entered into the LabCorp database for future use? In my recent experience, despite submitting the standing order two months prior and being assured it would be kept on file, the PSC couldn't find my information when I arrived for my appointment. In such a situation, who is responsible for contacting the patient's physician for a new standing order?

I am a doctor at the address [redacted] K St NW in Washington, DC. I am extremely frustrated with the poor service I experienced as a patient. I visited LabCorps for a urine tox screen for employment at Holy Cross Hospital in Florida on March 11. After not receiving my results, I had to reach out to them three times to inquire about my specimen, only to be told they had lost or discarded it with no justification. This lack of accountability is unacceptable. The customer service at this lab is subpar, and my group of 21 physicians will no longer be referring patients there. I am seeking an explanation for this situation. -R. M. Bashir, MD, FACP, FACG

I live in Indio, CA. My doctor requested a lab test for C. Diff which I took at LabCorp. After waiting for a week, I returned to my doctor only to discover that the test results did not include the C. Diff test he ordered. Upon informing LabCorp, they acknowledged the mistake as human error, provided me with a new container to redo the test, and conducted an additional test my doctor did not request. Despite being in pain and eager to receive my C. Diff results, I am now faced with a longer wait time. I contacted the supervisor who promised to call back within an hour, but unfortunately, no callback was received. I am disappointed with this experience and unsure if I should return to LabCorp or recommend their services.

After receiving my UARC results, I noticed an error in the calculation. While my Urine Albumin was [redacted].2 (Normal) and Urine Creatinine was 18.4 (Normal), the Alb/Creat Ratio indicated [redacted].2. Upon further investigation, a website and the National Kidney Foundation confirmed the correct ratio to be 7.[redacted], not [redacted].2. Even my son, a Liver Transplant Coordinator at the University of Kansas Med Center, independently arrived at the ratio of 7.[redacted]. This discrepancy is concerning as it could have led to a misdiagnosis of Kidney disease. All my other results were within the normal range, highlighting the importance of accuracy in medical calculations. - Sanford Sherman