Reply from myLAB BoxMay 14, 2016
Thank you for bringing your concerns to our attention. I am so sorry to hear that you were not satisfied with your myLAB Box experience. Unfortunately, this review was the first time that we were made aware of these concerns. We take your concerns very seriously and have reached out to you directly via e-mail to resolve them. We have also issued you a full refund for any inconveniences you have experienced.
As I indicated via e-mail, there are many reasons why your first test could produce a positive result and a follow up test would produce a negative result that could occur with whomever you tested with on both occasions, though I completely understand how this would cause concern. At this point in time, we are unable to provide an explanation of exactly what happened without further details from you about your circumstance, the type of testing that your doctor performed in the follow up test and other factors. I have sent you direct contact information for our Medical Director who is an expert in STDs and former Director of one of the largest STD Programs in the United States. Please call him at a time that is convenient for you as we want to make sure that we can resolve your concerns to the best of our ability.
Concerning the password change, our system will auto-generate a new password whenever our physicians log in to review an account, which was triggered by your concern about your results. However, it will always alert you when a temp password is issued and you can login and re-set your password at any time. I sincerely apologize for any confusion this may have caused you.
I checked our customer services records and with our team and unfortunately we don't have any records of a call or email from you requesting a written copy of your results. At the time you tested, we indicated in our email communications that we can provide a lab-certified PDF of your results directly to you via e-mail if you send your request to [email protected]. We have to do this for HIPAA-compliance to protect your privacy as we cannot email you your medical information without your consent. We recently updated our system so that a PDF copy of your results is available right on your account page for download for greater convenience to you. It is never our intention to withhold a patient's medical information from them, however we do have to follow privacy protocols.
Again, I am very sorry that your experience was less than excellent. However, it is our commitment to serve you and resolve any issues you have experienced. Please feel free to reach out any time to [email protected] or call 213-290-4571.
Sincerely,
Frances
myLAB Box
Customer Service Manager
