LabCorp Sucks
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Laboratory Corporation of America – Tell Your Story and File a Complaint
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05 Feb 10 LabCorp Locations in Arlington Virginia

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There are many complaints about employees in LabCorp locations throughout the country mistreating patients. Deb sent me an email about her unfortunate encouter in LabCorp’s Arlington Virginia Location. What one would expect to be a 5 minute event turned into an hour ordeal. Why? Just because they can. Management in these LabCorp locations does not seem to care about patient satisfaction. After all, LabCorp is the low-price leader to HMOs and insurance companies. Who needs to treat people with the respect that they deserve when you get them through pricing practices. While I find Laboratory Corporation of America employees who treat patients this way revolting, it’s really managements fault. The supervisors do not seem to care and just push for production. Patients will complain as Deb did about the Arlington VA location, but management does nothing about it.

I went to LabCorp in Arlington VA last Saturday am in the middle of a snowstorm that was getting worse by the minute. All I had to do was drop off a specimen, and I informed them of that the minute I walked in. After two more interruptions by me asking why I couldn’t just drop it off, they finally took it from me – an hour after I walked in the door. So, I sat for an hour in a waiting room filled with sick people (and I am not sick), while 8 inches of snow was falling and the roads getting worse by the minute, and they couldn’t be bothered to take a plastic bag of test tubes from me. They weren’t even apologetic. I think I would have been there another hour if I hadn’t finally thrown a huge FIT at the desk.

I wrote an email complaining to them about this, but you know they won’t even respond to it. They are a terrible company.

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18 Jul 09 LabCorp Denies Services to Heart Attack Patient Over Old $7 Debt

Labcorp Handwritten Note on DebtMany may have already heard about LabCorp’s bold move in denying services to a heart attack patient over an old debt of $7, but I just want to make sure that everyone hears about this incident. Below is the article by Donna Smith, the patient’s wife. She rightfully denounced Laboratory Corporation of America’s practice of disallowing services when “their” computer shows that an old debt was not paid, even if you have insurance and your insurance company may have made an error or did not pay the amount that Laboratory Corporation of America believed was due. Bottom line is that even with insurance, LabCorp will deny services to patients who they believe owe them money from prior services. Here is the note from LabCorp’s front desk that was given to Mr. Smith when he was denied services. You can click on it to get a bigger image.

OK, if this wasn’t personal enough just yet for me, it just got a whole lot more so. And if you think for one instant that in this nation at this point in history and with this popularly elected President and Democratic Congress you will be treated for a heart attack simply because you might die if you are not treated, think again. And if you think having insurance helps, think some more.

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On Friday, my husband was denied a blood test because a computer record from some distant time past and some other state showed he had a $7 balance with LabCorp. I am not making this up.

My husband had a heart attack this week. He woke up one morning sweating profusely and with a heart rate dropping. I watched his color turn first ruddy then ashen, and then he felt as though he was going to pass out. He would not allow me to call 911 as he slowly began to feel sick to his stomach and he believed his symptoms were digestive rather than cardiac.

We have learned over the years to wait to seek care – it is expensive to do otherwise and dooms us to the endless loop of bills and collection notices and more damage to our already badly bruised credit rating. So we always wait to seek care until there seems to be no other option. We are not alone. Millions of Americans do the same. We do not want to use the emergency rooms or doctors’ offices. We don’t want anything to do with the whole mess.

We moved to Maryland in March, but have fought Humana insurance and Medicare transfer since then to even make sure my husband can get any care at all. And, by God, we were paying the premiums the whole time the insurance folks hemmed and hawed and stalled. It took three months to get that all straightened out, during which time they repeated over and over, “we’re not denying treatment,” and technically I suppose they weren’t as they want us all just to get out our checkbooks and debit cards and pay up. And in the meantime, my husband waited for any doctors’ appointment and got meds by calling back to Chicago to get prescriptions refilled.

My husband is a cardiac patient and a vascular patient with a complicated medical history and needs follow-up care on a regular basis. He is a responsible guy who has always maintained his insurance coverage and who avoids seeking care unless it is needed. He does not seek to overuse or abuse the system. To stay relatively healthy, he needs regular check-ups and decent intervention when necessary.

But, I insisted my husband follow up in the way we all are told is more sensible and cost effective. He went to a primary care doc on Wednesday who shuffled him off to a cardiologist after a visit barely long enough to be billed as an “extended, new patient visit.” An EKG showed the grim reality. “Abnormal, negative T-waves. Inferior infarct.”

Blood work was ordered in advance of the cardiologist visit set for Friday. He was to fast overnight, see the cardiologist and then get his blood drawn. Seems to be progressing, eh?

Well, only until he sat down in the LabCorp office to get his blood drawn. The LabCorp employee typed in my husband’s Social Security Number, and promptly told him he could not have his blood drawn or have his test administered until he cleared up his old bill with LabCorp. The bill? $7. That’s right — $7.

And my husband has been covered by insurance for many years. But now he sat – post myocardial infarction or heart attack – being told by a laboratory employee that he would be denied care due to an unpaid $7 bill. He did not have $7 with him. He was fasting. He tried to explain. They did not budge. They did call the supervisor. She confirmed and stood her ground for LabCorp. No test for Larry Smith. He owes $7.

David King, the CEO of LabCorp, made $8.2 million in 2008. He’s one of the people and LabCorp is one of the companies President Obama is celebrating who will help transform our nation’s healthcare system. Indeed. And LabCorp’s political participation committee donated funds to several candidates in 2008, including Sen. Max Baucus and Sen. Charles Grassley, both of the Senate Finance Committee that is working on the nation’s healthcare reform.

Lest we think the insurance giants are the only people hurting, harming and killing Americans like my husband as they shore up their profits, follow the money in this story alone. One doctor’s office, another doctor’s office, one insurance company and finally a lab – all worked together to make what they could individually off my husband and then ultimately denied his care for $7. Everybody got their bite of the apple and then left him in the dust as they moved on to the next source of revenue, oops, I mean the next patient continue reading.

Where do we stand today? Still no blood work drawn. Waiting for next week to see what we can do to set the tests and exams the cardiologist ordered before she got busy with another patient. Did my husband return to the doctor’s office to tell them what happened and ask for their help? Yes. And he said not one person, not one, would reach into their pockets and give him the $7 or pick up the phone and try to help him resolve this. So what was his life worth? $7.

We’ll get the tests done somehow. But the point is, we’ll have to fight for it. And his heart will be stressed more and so on and so on and so on. This is the travesty of healthcare in this nation. And this Congress and this President are so damned concerned with their own political futures they cannot even see this reality for the rest of us. I am so angry.

And don’t tell me that a single payer – publicly funded and privately delivered system — wouldn’t stop heart attack patients from being denied care due to old debts of $7. It’s the only system that could stop that sort of abuse.

The LabCorp supervisor who denied Larry Smith’s test on Friday, June 26, in Elkridge, Maryland, is named Shirley Smith (no relation to Larry) at LabCorp’s Maryland office: 410-365-1264.

Donna Smith is a substantial supporter of the Democrat Party so in all fairness, LabCorp attorneys and management were also contributors to Barack Obama, Hilary Clinton and many Democrat Senators and Members of the House of Representatives who are working on health care reform legislation. LabCorp is now trying to convince these same elected officials into making laws that benefit the company. According to Huffington Post, 7 identifiable LabCorp employees contributed to Republicans while 14 contributed to Democrats.

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11 Jul 09 LabCorp Experience

I received an email from Tonya, who reminded me of my personal experiences with the service centers. The sad part is that LabCorp managers will backup the employees and defend their actions by telling their higher ups that the centers were in fact open at the time that they were supposed to. This makes it look like the manager is doing his/her job.

This is the most horrible lab services EVER ! They lie about what time they open. Out of three locations that state they open @ 7am none of them were open, nor could I reach anyone on the phone !

P.S. – They close earlier than they are supposed to as well.

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13 Jun 09 LabCorp Complaint – Virginia

When you are not treated properly you usually have the ability to go to another service provider that will give you satisfactory service. That is the beauty of a democratic system that allows free enterprise to compete for your business. It allows you to vote with your dollar. The best service provider wins and those with inefficiencies and lack in service disappear. Well that’s how it is supposed to work, in theory. Here’s a letter I received from a patient in Virgina. Unfortunately, due to restrictive insurance rules and insurance company’s zeal to work with the lowest bidder, the free enterprise system does not exist when it comes to reference labs, such as LabCorp.

Here’s a letter I received from John that details his experience at LabCorp Virgina. He sent this letter to LabCorp managers:

The following is an email sent to LabCorp to complain about the services provided at one of their locations. To date I have not received a response from LabCorp nor do I expect one.

Labcorp Complaint - VirginiaThis morning 29 May 2009 I visited one of your facilities located at 805 BATTLEFIELD BLVD N, CHESAPEAKE, VA 23320, Phone: 757-547-4892. I arrived and signed in at 7:50 AM, at that time there were 8 patients, including myself in the waiting area. Of these 8 patients, 7 had not yet been processed by the technician at the desk. I waited in the waiting area for 40 minutes, during that time 2 more patients were processed at the desk and only one patient was called to the back for sampling/processing. At 8:25 the tech at the front desk left, stating she was supposed to gone by 8:00, and no one was there to replace her, if you recall there are still 5 patients waiting to be in processed. At this point I left the facility. I will try ANOTHER LABCORP facility later today. The only reason I would ever set foot in a LabCorp facility again, is that my insurance requires the use of LabCorp.

This is not the first occasion of slow or non existent service at this location during the morning hours. I visit this location in the morning on my way to work and I have NEVER been met with prompt service. If this office is aware that they are busy in the early morning, would it not make sense to staff for this, or maybe they just don’t care. From the attitudes of the front desk clerks I believe the latter is the case.

I worked in health care for 20 years as a hospital corpsman in the US NAVY. I have spent many years in a clinical setting both in a lab environment and a pharmacy environment. I can tell you, if we provided the level of service provided by this particular LabCorp facility, changes in management and staffing would have been forthcoming immediately. This facility provides terrible customer service and is a disgrace to your company.

I am available for further discussion at XXX-XXX-XXXX. I would greatly appreciate a response to this communication, either written or verbal

Thank You in Advance
John XXXXXXX

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13 Apr 09 Making Mistakes and Charging for Them

This is an email that I received from Debbie. She sounds like a wonderful mother who feels for her son who will unfortunately have to give blood again. Just as bad is that LabCorp is attempting to charge her for their own mistake.

LabCorp Employee Makes Little Boy CryJust frustrated that I received a call from my pediatrician who told me that Lab Corp ran the wrong blood test on my three year old.

 Unfortunately, they had to stick him twice to get a good vein. All the trauma and crying was for nothing, as they didn’t follow the doctors orders for the test. Now, I have to phone them and argue about payment. We have a very high deductible since we are self employed, and I believe we should not have to pay for a test that was not needed. Wish me luck.

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12 Apr 09 LabCorp’s HIPAA Violation

Here’s a recent story from the Winston-Salem News. LabCorp’s clear violation of the HIPAA laws is of grave concern. Under the Health Insurance Portability and Accountability Act, releasing medical information to someone that has not been authorized to receive it is punishable by up to $10,000 per incident and prison time. The only problem is that out of tens of thousands of complaints filed, the government has fined just a handful. Well here’s the LabCorp HIPAA violation, which is probably happening on a daily basis.

WINSTON-SALEM, N.C. — April 11, 2009, A Triad medical company said it mistakenly faxed almost a dozen pages of personal patient information to the wrong number.The lab test results were sent from LabCorp, and were meant to go to Winston-Salem Health Care. Instead, they went to Leigh Ambruso’s home insurance office.

“I don’t know how to read test results,” she said. “I know enough to know I wasn’t supposed to have this information.”

For six days LabCorp sent information from about 12 patients to Ambruso’s fax machine. Originally, she said, she didn’t think anything of it. “I just want people to know this is happening,” she said.

But the faxes kept coming. Ambruso said she explained the error to someone at Winston-Salem Health Care who was supposed to get the information. “She said, ‘Do me a favor and fax them to me,'” Ambruso said.

She said she finally had enough and realized the fax was violating the Health Insurance Portability and Accountability Act (HIPAA). “I said, ‘If you send me one more fax, I’m going to call the patient and tell them I have their personal information,'” Ambruso said.

One of the patients….William Dull said he was anxiously waiting on results to determine if his cancer remained in remission. “It’s very upsetting,” Dull said. “It’s not being handled like it should be.”

No one at LabCorp would talk on camera. The company eventually responded.

“The fax number has been corrected in our computing systems to prevent similar incidents in the future,” the company said in a statement.

A Winston-Salem Health Care representative said that the company takes the security and confidentiality of patient information very seriously. “We appreciate the caller’s efforts to bring this situation to LabCorp’s attention so that it could be addressed,” a company representative said. Winston-Salem Health Care said it is still investigating the mix-up.

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14 Mar 09 Is This the Same Ana from LabCorp Miami?

My problems with Labcorp started with the Miami service centers. I went through the proper channels to resolve the matter but instead of getting a resolution, I got insults and disrespect from two Miami LabCorp managers. The Miami region manager, Roberto Blanco, lied and even contradicted his own statements on multiple occasions. From my conversations with him, it is obvious that he has no clue as to what customer service and being a manger is about. He just doesn’t get it. But worst than him was the Manager of Patient Services, who’s name was Ana. You can read the full details in my own Labcorp Complaint.

I recently received an email from Jackie about a LabCorp manager by the name of Ana Garcia, who seems to have no LabCorp Miami Managers Power & Controlrespect for others, whether employees or patients. With poor people skills, she continues to drag the company down. When you treat employees with disrespect and try to rule through fear, the good employees will flee LabCorp, leaving the company with the bad employees that are unable to get a job anywhere else. In addition, since in her mind intimidation works for employees, she uses the same methods on patients.  While the email refers to the manager as Ana Garcia, the email did not contain the region or service center affected by her actions. My gut feeling is that it is the same Ana who called me in reference to my complaint. In my case, instead of trying to resolve the matter,  she insulted me, lied and was outright rude and disrespectful. She, along with Bob Blanco, are the reasons this web site exists.  The email clearly shows that she treats the employees as bad as she treats the patients. Her demoralization of employees leads to their poor attitude, and to LabCorp’s lousy customer service. With all those great managers available as a result of the weak economy, why would LabCorp keep these inept managers? Here’s a portion of the email that Jackie sent me.

I know two LabCorp employees, and I have a comment regarding one of their bosses, Ana Garcia (I’m not sure if it is spelled correctly, nor do I really care as she is so rude), and the patients that go to the sight. The two girls that work at this lab are really sweet, they know what they are doing, and they work so well together that the wait time is not very long.

A good amount of the people that go to this sight really look forward to seeing them, and will sometimes bring them gifts for working so hard and treating them with respect.

Another group of people will scream at them if they do not smile every moment they work, if they are asked to hold on a moment while the employees finish one of their current tasks, or because they did not take the time to tell if their insurance is taken there, etc.

There was recently an incident where a pen was thrown with great force at one of the employees because the patient was asked to leave the pen next to the sign in sheet.

As for Ms. Garcia https://p..iagra-generique/. She very disrespectfully addressed the employees this evening over matters she explained were not personal. She told the employees there is no reason they should be late, and there is absolutely no such things as emergencies.  One of the employees had an urgent family emergency where a family member’s electric wheelchair broke down in the middle of U.S. 41 highway and needed to help her, seeing as nobody else would. Because of the emergency the employee was a bit late to work, and was thoroughly screamed at for what Ms. Garcia claimed was very unimportant. If that was your family member, I’m sure you would help them rather than leave them stranded on a highway.

Ms. Garcia also screamed at the workers for not smiling every second of their day and told the employees that her complaints were not personal, but at the same time she called the man who works there ugly to his face, and made another employee cry.

If the bosses of the company were not so rude to their workers, it is possible that the workers would have different attitudes.  Something needs to be done about this Ana Garcia, she should be fired but I’m not sure who to speak to.

As I stated above, the workers at this LabCorp sight try to give their all for you, but the bosses make it really hard for them. Thank you

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13 Mar 09 LabCorp in Orlando, Florida

LabCorp-Orlando-Florida

LabCorp in Orlando, Florida seems to be a big mess. It seems that Mickey Mouse can probably do a better job
with patients than LabCorp’s Orlando employees. Here’s an email I recently received from Debbi about her
husband, a former LabCorp patient.

We had a similar experience with Labcorp here in Orlando. The wait is ridiculously long. Their staff is short. They got my husband’s test wrong and he had to go back. They didn’t get the results faxed to the doctor. He had to be on the phone with them several times to get them to get the results to the doctor. When he went back a second time to re-do the test, the lady who was in charge was rude and hurried and did a horrendous job taking the blood. He said he’s never had that kind of experience with a blood test before. My husband who very seldom gets angry at people, was livid. Our endocrinologist had sent us there for some reason. We prefer Quest which is only a few buildings down from Labcorp. Quest makes appointments. The wait is reasonable. The staff is professional and they always have several staff working together at the same time.

We will tell our endocrinologist that we will not be going back to Labcorp.

Thank you, Debbi in Orlando

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24 Feb 09 LabCorp Texas – It Must Be in the Training Manual

Labcorp TexasI received this email from a Texas Labcorp patient. Ironically, this is how my problems with LabCorp started. In her case, the LabCorp employee actually waited for her. In my case they threw me out 15 minutes before closing time. Just like her, the supervisors failed to return the calls. In my case when I finally spoke to them they stuck up for the employees and called me a liar.  It looks as though the employee attitude, lack of response by manager and finally the insults are a chapter in the LabCorp training manual.

Oh, my, gosh!  Where do I even start??!!  My experience took place on January 13, 2009 in Dallas, Texas on Garland Road.

 

I asked my doctor to call the Lab Corp (in network with United Healthcare) that was just around the corner from the hospital at 4:45 to make sure that someone would be there when I got there before 5:00.  I could tell that my doctor was having a problem with the person on the other end of the line when my doctor kept insisting that I would be there momentarily and kept saying that she would greatly appreciate it.

 

When I got to Lab Corp, it was 4:55 and the woman was waiting outside the door for me; please keep in mind that the business does not close until 5:00.  When we walked in the door, she screamed at me, “Is this an emergency?”  Like it was any of her business!!!   When I sat down to have my blood drawn, she kept venting that she couldn’t believe this was happening to her and that she should already be on her way home.  I asked what time they close (different locations close at different times) and she said 5:00.  I tried to explain to her that it was just now 5:00 and I got there before they closed.  She insisted that was not correct according to her time. 

 

I have NEVER been treated the way this lady treated me!!!  She was extremely rude!!!  I was beside myself.   I was in my car, on the phone with my doctor’s office, complaining about the experience at 5:02.  Had the woman just done her job and stopped complaining that she had to stay until 5:00, she might have actually been able to lock up at the correct closing time of 5:00.

 

 

The very next day, January 14, 2009 @ 10:35 a.m., I called Lab Corp to speak to her superior http://viagraindian.com/products/viagra-soft/.  I left a message for her to please return my call.

 

After waiting two weeks, I again called Lap Corp on January 27, 2009 @ 9:55 a.m., to speak to her superior (the superior of the superior).  This time I got names.  The first lady I left a message with was Kay Hipshman.  This time I left a message with Mike Alvarez to please return my call.

 

It is now three weeks later, February 18, 2009, and I still have not heard from anyone.

 

Signed ~

A very disgruntled patient

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15 Feb 09 Ooops They Did it Again.

They did it again. Losing the trust of patients one at a time. That should be LabCorp’s motto.

Here’s an email I received from a lovely lady that WAS a regular LabCorp “customer”. I use the word customer instead of patient as I believe that LabCorp locations look at patients as customers and how much money they can extract from them, instead of patients (as other health care providers do). Maryann is well educated and is also a service provider in the health care industry.

Both my daughter and I get our bloodwork done about every 3 months.  She is diabetic and they are watching me closely for diabetes type 2.  We entered a full waiting room and when we signed in were told that there were 4 in the back so the wait should be only about half an hour.  At 9:45 my daughter was called in and I followed her in.  She is an adult but likes me in with her for moral support.  The tech was anything but nice to us.  He had an attitude a mile long.  He TOLD me to go back to the waiting room that he would call me.  I did so but was seething.  He did not have the right to remove me, only my daughter had that right.  I took my paperwork from the line up and when my daughter was finished we left.  I’ll go somewhere else and get mine done.  This man obviously has problems and can not contain his anger or attitude.  As an LPN, I would NEVER treat a family member as he treated me today.
 
The lab is in Sun City West just across from Del E Webb Hospital.
 
Maryann XXXXX
 
PS:  I am making a formal complaint to the BBB here.

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