TTimmons
Lack of communication
After having completed and sending my test I unfortunately tested positive for an STD. In the email they send they stated that a representative from one of their physician affiliates "will be contacting you at the phone number you provided to discuss your results and answer questions." I wasn't contacted until after A MONTH later. The affiliate was PWN Health. I don't know if it was myLAB's fault or the affiliate but they need to fix that. It's a good thing I didn't rely on their prompt communication. However, I am glad to say I am again STD free.
Response from myLAB BoxMay 20, 2016
Hi Julio, Thank you for writing a review for myLAB Box. We deeply regret that your experience was less than stellar. We assure you that our affiliate network is very prompt in servicing our customers and they have committed to call all positives within 48-72 hours. There were a few cases earlier this year in which PWN responses took longer than this window, however all issues were resolved and rest assured that every single positive result through our service is contacted directly. Since earlier this year we have added additional protocols to ensure all customers receive prompt outreach as well. We also list the toll-free phone number to reach PWN directly on every customers account results page and in results e-mail notification so that you do not have to wait for anyone to contact you and can reach out at a time that is most convenient for you. If there's anything else we can do to make it up with your less than stellar experience with myLAB Box, please reach out by emailing us at [email protected] or by calling 213-290-4571.