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January 2023 by Alexey L
Nurse struggled to do a simple bilirubin test on our newborn. She called in a colleague, who also wasn't helpful. They finally settled on a sample they said they would be able to process same day.What do you know, the lab says that the two nurses after all their fussing (literally spent 15 minutes poking and probing our kid's foot) didn't collect enough blood. Now we need to find another open lab - at 5pm on New Year's Eve.Thanks, guys! You made our night.
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November 2022 by Aimee I.
Clinical Labs has a great staff of technicians and the office is very clean. Although, I would love to give them an awesome rating I truly cannot. Their billing system has not changed in years. I had labs done in June(?) Got billed in July, paid the bill in cash in July at the Kauai office. Upon payment was told should I get a second billing from their billing office to disregard it but keep your receipt. I did receive a second billing, and disregarded it. I received a third bill this time they informed me that they would take me to Collections Agency. I called the billing office. The worker told me why didn't I pay it at the main office. I explained I paid my bill on Kauai where I'm from. The worker said that they are short handed and also lacked services due to Covid. I told her that this issue with payments has been going on by the years. Your billing system has not not changed. If your company has a sufficient computer system it could be interfaced with all your billings and these things would not happen this is 2022 very poorly managed. Had I disregarded this bill and you took me to Collections and falsely ruin my credit, does this mean I could sue this company?
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June 2022 by Jake H.
My wife and myself received a Covid test from them in the middle of last year (sample taken at a different location and sent in), and verified twice in-person that it was covered by insurance. Very positive experience with all the staff and nurses that we talked to. They actually here very friendly and went the extra mile for us during our brief visit. But then earlier this year we received mail that we owed money to them for our tests. I emailed them (at the email address that they provided as a contact on their form that they mailed to us) asking about it as I thought it was a mistake, and they never replied. They also didn't answer when I attempted to call. Then a few days ago (almost a year after we took these tests, months after the emails and my attempts at communication with them), we recorded another piece of Mail saying that we had x number of days before we were sent to collections, still with no reply to me reaching out multiple times. Very very dirty feeling business transactions, and I feel like we were lied to and then ignored until our money was received (from our insurance and our pockets.) I would not have minded paying immediately, even if I thought insurance should have covered it, if they would have just talked to me and shown me that. But they refused to communicate on several occasions. In fact, they still have not replied. I would not recommend doing business with them to anyone that can avoid it. They are only out for your money, and have zero customer service regarding billing.
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May 2022 by Janice G.
Service at this lab site is much better than DLS with the fact that they're more organized in receiving patients. My reason for the one star (which would be lower scored if allowed) is because of completely inefficient billing with reps who answer calls that are equally substandard. I just received 2 bills, both lab draws were done in the beginning of March. My insurance was billed in April. Clinical labs generated these 2 bills in mid-May and mailed out the bills within a weeks time. Problem is both bills don't reflect my insurance payment received. According to their rep, the insurance payments are "manually" placed but the bills are automatically generated. She can't say how long the system will take to adjust the bill but knows the next bill will generate in 30 days. I'm instructed by her to continue calling in so I can have them tell me to disregard it if they haven't manually adjusted the payment with my insurance. And the bonus...they're completely staffed, just trying to get caught up since Covid! You know the virus that's been around for well over 2 years now!!! Please check your bills carefully from this company, sounds like they maybe acting like a bank!
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April 2022 by Lance D.
The BBB has multiple complaints about their Billing practices. I get statements for tests that Medicare has already paid. They are very hard to get through on the phone system. I have no complaints about the service side, just their billing department.
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February 2022 by Kawai I.
If you're going for a blood draw, try to go early in the morning. The 2 local women there provides the most excellent and caring service. They're the only reason I gave this lab any stars at all. Unfortunately, I just came back from dropping off a urine sample for my elderly mother. (It was around 2:30+ in the afternoon on 2/9). I encountered the cockiest white woman with glasses who needs to buy herself a personality with her next paycheck or find a job where she doesn't have to deal with people. I specifically chose the word "encountered" because I was not even greeted when I approached the desk. When I informed her that I was dropping off a urine sample for my mom, WHICH CLINICAL LAB PROVIDED WITH HER INFORMATION ON THE BOTTLE. Rather than look at the bottle, she asked for my mom's name which I provided. Then she mumbled the next question through her mask so I provided the wrong answer to which she rudely replied "what's her BIRTHDATE?" After I provided her with my mother's birthdate she asked for the year to which I replied "I didn't know". That's when she rudely told me "well, we can't take it without it!" All the while, there was another pleasant tech who was trying to assist her by telling her to refer to the info on the bottle. By this time, I'm getting angrier at the way she is speaking to me so I start responding to her in the same manner. She then questioned me about my mother's doctors and who the sample was for. Again, I told her I didn't know and that there were 2 doctors who requested bloodwork from her. After looking at her computer (which she should've done in the first place to look up my mom's file), she made a comment about receiving it. Seriously, I'm surprised Clinical Labs hire such unprofessional, rude people to work in their labs. I provided the date and time I dropped of my mother's sample, so hopefully her superiors can find out who was working during that time and retrain her! People like her are reason there's so much violence out there.
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August 2021 by Franz Federschmidt
Absolute pros. Never seen anyone so expert at blood draw. Fast and easy.
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July 2021 by Jordyn K.
My wife and I went into this location to receive a drug test for employment of a new job. The two women that were working in the front counter, Chelsea and Shena immediately greeted us with attitude. This was the worst experience I have ever received at any medical establishment. I also agree with the previous post about feeling like we were bothering them. We contacted the manager and left a voicemail, she called back and left a voicemail stating that she might not answer because it's Monday and she's busy. HORRIBLE!
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May 2021 by Kyle Barnett
**update- I was very promptly emailed requesting to confirm I was the correct person and then received my receipt emailed as requested. Seems it was a misunderstanding and glad to know they’ll correct it for anyone else in the future that has a similar issue.. assuming I couldn’t have been the only one. Thank you! **My review is not my experience of receiving a covid test which went easily and without hassle. However I am on military orders abroad and unfortunately lost my receipt in transit (for the $150 I am supposed to be reimbursed thru a travel claim). I called and was told they are not “up to date” on email and there is no way possible they can email me a copy of receipt or furnish proof that I paid. I’m just quite confused how it is 2021 and they can’t send a quick email. I’d love to update this to a 5-star if they can do so but I doubt I’ll be contacted back to fix the simple solution.
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June 2020 by S. P.
I usually hate going to the lab but this place was actually quite inviting. Super fast and friendly service.
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September 2019 by Maka P.
Clinical Labs in Kailua is great! I am usually the only person when I walk in, and if there is a wait it has never been more than one person before me. I am always given a DLS order, but I choose to go to Clinical labs because DLS opens later, and it always has a very long line. Everyone I have encountered at Clinical Labs has been so nice & kind. Always a great experience.
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August 2019 by Robert H.
It's so pleasing to go to get my labs done and the clerk remembers my name. I was surprised as i go every three months to do bloodwork and usually see different workers there at the Kailua location. If there were more staff like Shayna then I'm sure everyone would have a pleasant experience.
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December 2017 by Kuuipo D.
Giving blood is not the most fun I could be having on a Saturday morning. But yet, I find myself here because my doctor had ordered it. Oh, fun. This Clinical Labs of Hawaii is on the ground floor of the Kailua Medical Arts Building. It is across the street from Uahi Grill. There is metered street parking and a metered lot you can park your car. If you are lucky, have someone drop you off because there has been many times that I needed to wait or park further away when it was busy. Today, I was dropped off and walked right in. There was no one at the desk, so I stood slightly behind the chair so someone would notice that a client had walked in. I waited about 5 minutes before someone came out to grab my paperwork, but I saw that there was a special blood draw happening. It was a small child and the staff was doing their best to make sure everything was the best it could be for the kiddo. I know I should have minded my own business, but I couldn't help but notice the care and comfort they were giving to the child. It was actually pretty awesome. I had a perfectly awesome time myself, considering how many vials were taken from me. I was offered to choose what arm (didn't matter) and the staff member kept up the chatter to distract me from what was happening. I am not really bothered by blood draws, but it was nice to see that some people still care about your possible anxiety. As for my time here, it was as good as it could get. I was in & out in timely manner. I felt like they did care about my well-being. For future reference, if my doctor(s) ask me to go get blood drawn, I will definitely come back to this Clinical Labs. 85
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November 2017 by Kumi S.
I walked in 10:45am this morning trying to be there before they close at 11am. There were two workers at the window and no greeting. I sat down on one chair and a girl sat down in front of me and told the other worker that they should have closed the door. Hello? I am right here listening..... Asked me to pull our insurance card and ID. No eye contact and shoved me back the cards. 10mintes it was done but such a bad experience there and I would have gone next door which I had a lot better experience before if I had a choice. Why it has to be this way for simple blood test...
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October 2017 by Amara E.
I needed to have my blood drawn for a routine health assessment. I originally had my lab faxed to the DLS which is right next door to Clinical Labs in Kailua. DLS was packed first thing in the morning. The wait at 7am was insane, so I had my doctor send over the information to Clinical Labs instead. Within 5 minutes, they received the fax and I was helped immediately. Really simple, standard process: Show your insurance card and driver's license, and you're helped right away. I have the misfortune of having very small veins, so having my blood drawn is always an ordeal. The lady who helped me was very friendly and explained the entire process to me to make me feel more comfortable. Overall a positive experience! I would recommend this location to anyone. Fast and easy process.
