Portea Medical — Home lab service rates offered & its denial letter

Address:	Mumbai City, Maharashtra, 400101
Website:	www.portea.com

I had booked their lab package offer @rs. 1699 each for me and my husband on saturday 17th june 2017 at 9.30 hrs. On 16th june, we received a massage from ms. Pranali kadam confirming our appointment is scheduled at 7.00 hrs on 17th june. We clarified her that we had requested appointment @ 9.30 & not @ 7.00 so to come @ 9.30. Tests involved 12 hrs fasting & pp. We accordingly had our early dinner. On the appoitnment day we waited until 9.45 for her to arrive & then made a call. We were told that she was late & shuold reach in half an hour. Same assurance was given every time we call. Finally she arrived @ 10.45 which was 1hr.15 min. Delay. After enquiring we were given to understand that due to delay in her 1st appointment she could not come on time. After which she took our blood samples and proceeded for billing. Thats where another and major problem started. While taking appointment we were informed by their appointment taking/customer care department that the package includes all possible tests that we had enquired for but at the time of billing we were told that pp test is not from package and we need to pay extra which was now not acceptable to us. The way whole thing communicated to us was in a very unprofessional way. Everytime executive who attended our call ensured call back after discussion but no one called. We had to call everytime and explain the entire story to each different executive namely sharmila, aasif, rekha, etc.. Yet no solution was given. Further it was also mentioned that we will get additional discount of rs. 300 for the service billing above rs. 1000 which was also refused by them stating it is not applicable on these services. However their site shows different information. During all the conversation their blood collecting executive was seating in our premices right from 10.45 to 13. 45 which is almost 3 hrs. To get confirmation regarding payment. We never received a single call back and ultimately after threatening that we will make consumer complaint regarding this we were given some concession. But consumer complaint is must for such kind for unprofessional behaviour in a profession of diagnostics where time is most critical factor. And for the matter of rs. 500 max for both they wasted our 3 hrs. For which we need compensation for sure so that this kind of behavoiur will not be repeated with anyone else and their call centre executive will be more eductaed about their own services & be more vigilant.