I have recently (two weeks ago) done genetic testing with this company and paid $350 for it (was told it was less to begin with). I was told this also included the online test results when I paid over the phone. When making an account to access results there is an explanation of why you need to enter your credit card stating that if you have paid already, you will not be charged. Unfortunately, I was charged. When calling to dispute the payment and to be refunded, (also to find out where my results are because the site has said "1 day of scheduled maintenance" on and off for two weeks) I was told because I paid over the phone and not online, this wasn't complimentary for me. I explained their site has been down and I was unable to pay online due to this. The response was "not sure what you want me to say". I also asked to be transferred to speak to someone about my results and was told that I have "barely hit the maximum time of 14 days" with no transfer. By the way I waited 45 minutes on hold to speak to this person. I don't expect to be treated like a queen when talking to customer service but remembering what it would feel like to be the person trying to get health results would be appreciated. This is also a very large company. The refund money is not coming out of the pocket of the worker, if there was an issue with the site to receive the complimentary online result option, honor it for those who aren't able to access it.
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Provides community medical laboratory services, new testing developments, clinical trials services, employee health services and institutional services throughout the United States and Canada.
