Complaints

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:08/23/2024

  Type:Customer Service 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 am writing to file a formal complaint against ********* regarding a significant lack of response and misleading information provided by their customer service team. For the past four weeks, I have repeatedly attempted to contact **** *************************** to resolve an issue. Despite my numerous emails, I have not received any response.In addition to the unresponsiveness of the ********************** I reached out to *********' customer service for assistance. Unfortunately, I was given false information regarding my issue, which has further delayed its resolution.This lack of communication and transparency is unacceptable, and I am seeking the BBBs assistance to ensure that ********* addresses my concerns promptly.Thank you for your attention to this matter.

  

  Business Response

  Date: 08/23/2024

  Our team has spoken with ******* and has sent the following email follwo up regarding this complaint:

  Hi *******,
  
  Thank you for taking the time to speak with me today. I understand this experience has been frustrating, and I apologize for the inconvenience caused.
  
  8/5 Payment Reissued 8/19:
  As we discussed, I reissued the 8/5/2024 payment, along with any earnings between 8/5 and 8/18, on the 8/19/2024 direct deposit. Thank you for confirming that the payment was successfully processed by your new bank today.
  
  7/22 Payment:
  We show that the payment from 7/22/2024, with Payment ID ********* for $477.20, was settled and accepted by your previous bank (Account ending in: 189).
  
  Could you please verify with your previous bank that these funds were received?
  
  All records on my end confirm that the payments were processed correctly, but I want to make sure you are completely satisfied. If you are, we would greatly appreciate it if you could consider withdrawing the BBB complaint, as it appears to stem from a misunderstanding.
  
  
  I have included my email address and cell phone number to continue our conversation.
  
  Best regards,
  
  
  *******************
  Vice President of Business Development
  Ulta Lab Tests
  Email: **********************************
  

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair 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.

  On 4/26/2024 I ordered testing for ******* Syndrome with ********** Total Cost was $311.31. It was my understanding the tests ordered for ******* Syndrome consisted of Dexamethasone which is the primary test used to determine ******* Syndrome. On 5/8/2024 I received an email notification for my Dexa result which had no findings and only listed the Baseline value for the test. I called Ulta the following day and chatted online with one of their Reps & explained that I thought the test was not done properly because I did NOT received the 1mg dose of Dexamethasone in order to rule in/out the possibility of *********. The rep I spoke with said there is no Dexamethasone test that is given the lab simply test to see if I have dexamethasone in my blood. I was in disbelief! I said how do you offer a test for ******* and not give the main pill that allows my doctor to see if I suppress or not suppress. Ulta Lab is VERY misleading by offering a test for ******* Syndrome to include Dexamethasone when in-fact the low dose test isn't administered to even find out if I possibly have ******* Syndrome.

  

  Business Response

  Date: 05/09/2024

  Comment for Patient Order 960681
  Last Changed By ********************************** Date 05/09/2024 07:02 PM
  Order Changed: 
  Refunded ($302.36) for ******* Syndrome Panel with Dexamethasone test
  Refunded ($8.95) for Draw Fee fee
  Notes: 
  

  Hello *******,
  Thank you for reaching out and sharing your concerns about your recent experience with the ******* Syndrome test you ordered through ********** We're sorry for any confusion and frustration this has caused you.
  

  It seems there was a mix-up because our description of the test didn't clearly say that it does not include the dexamethasone medication needed for the suppression test, which is a key part of diagnosing ******* Syndrome. This test needs a specific process where a doctor ********** dexamethasone and plans the timing for taking the medication and doing the blood tests.
  

  We've updated our test description of the panel to make sure it's clear about what is included and what a patient needs from their doctor (see below).

  Because we want to make things right, we've given you a full refund of $311.31 for the test. We hope this refund shows our commitment to your satisfaction and helps make up for any inconvenience.
  We're really sorry for not giving you all the info you needed upfront. We're here to help and improve, so if there's anything more we can do for you, please let us know.
  

  Warm regards,
  Customer Service Team
  **********************
  

   

  Customer Answer

  Date: 05/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would also like to know how long it will take to process my refund?
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/28/2023

  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.

  Date of transaction 03/27/2023 Order a test and did not even finish all the information needed. Called to cancel the test with 5 mins of going though the process only for them to tell me they will keep 20% of my funds. They say it is says that online but it is not evident and I am sure it is strategic to steal from people. I was told by *********************** that once the order is made after *************************************************************** signs off on it. I called within 5 minutes so that makes so sense as to why they would not refund my money. I want my money back. They are stealing from people because they can. Poor business practice. I will seek legal action based on the principle.

  

  Business Response

  Date: 03/29/2023

  I called and spoke with *************************** told him we have no record of a call or a transaction under his name and we do not have a policy that would deduct 20%. I asked him if he may have confused our company with another that he was dealing with. 
  
  He told me that it was not an opportune time to discuss and asked if he could call me back. He said if he was wrong he would remove the complaint but wants to call me back to discuss.
  
  *************************

• Initial Complaint

  Date:03/03/2023

  Type:Delivery 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.

  **************** has been rude towards me. They are telling me my last *** test which was ordered 3/2/23 does not qualify for the code ULTADB23 for 20 percent off. I even received another email for code ULTAEEBA. It infact does when i apply the code on my end. I have a screenshot as proof and I put my the same order for the *** TEST in my queue with the discount. I am requesting to be refunded the $2.59 difference. I spent hundreds of dollars on tests through this company for my elderly mother and I am not being treated as a loyal customer. I would not recommend this company after the way I have men spoken to by ****** today. All I am asking for is my refund, which is nothing compared to all the money I spent.

  

  Business Response

  Date: 03/06/2023

  We have contacted the customer and discussed her service issue. The customer was polite and professional and understood our policy in regard to our promotional discounts and how they are coordinated when a test is already on sale. We have refunded the patient for the cost of the test and consider this issue resolved.

  Thank you 

  **********************;

  Ulta Lab Tests

  Customer Answer

  Date: 03/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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.

  I ordered a set of lab tests on 1/27/23 and the instructions in the confirmation email I received said in bold font to bring a specific form to the test lab. The business did not provide this form nor is there any way to access the form on the business' website, which means I paid for a service I am unable to use.

  

  Business Response

  Date: 01/30/2023

  BBB

   

   Tell us why here...

  We have attempted to reach **** to discuss the issue in order to resolve his complaint. We have issued him a full refund per his request. The situation was confusing for the patient as the instructions to print the requisition did cause the patient to be confused. The patient had selected a mobile phlebotomist to do the draw and when this method is selected the patient only receives fasting instructions. This issue has been escalated to our operations team to resolve and eliminate happening in the future.

  We would be glad to discuss the problems with the patient but as of this communication we are considering this case to be resolved.

  Sincerely

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

  Sr VP of Operations 

  Ulta Lab Tests

  Customer Answer

  Date: 02/02/2023

  
  Better Business Bureau:

  The business was very proactive in reaching out to contact me to resolve the issue. The issue has been resolved satisfactorily. 
  
  Regards,
  
  *************************