Reply from Private MD LabsMay 9, 2026
Hi Sam,
Thank you for the detailed feedback that’s a frustrating experience.
The check-in issue at the kiosk shouldn’t happen, especially when you have a valid confirmation. You also shouldn’t have to troubleshoot multiple methods just to be seen, and a 45-minute delay past your appointment time is not acceptable, and while the experience at the location itself is entirely out of our hands, we feel terrible that you went through this. In over 99% of cases, our customers have a positive experience and unfortunately, you landed in the less than 1% of cases that wasn't.
On turnaround time, while some tests can take longer depending on the lab and panel, we understand the comparison you’re making. You should have clear expectations and communication, especially when timelines extend beyond what’s typical.
Our role is to help coordinate with the lab and step in when issues like this come up, and we should have made that easier for you in the moment.
If you’re open to it, please reach out with your order details so we can review what happened with the check-in, follow up with the lab on the delays, and make sure everything was completed properly.
We appreciate you taking the time to share this.