Thyrocare Technologies Limited — Deficiency in services and playing with health

Address: TANUSHREE HEIGHTS, FLAT NO 601, 6TH FLOOR, PLOT NO 34, SECTOR 42 A, NERUL, NAVI MUMBAI, MH IN 400706 ClearTax

I am writing to raise a formal complaint regarding my recent home blood collection experience for tests booked under Thyrocare.
I had called the Thyrocare Manpada contact number to book a home blood collection appointment for both myself and my husband. During the booking, I had specifically requested that the phlebotomist carry a vein detector, as I have difficult veins. I was assured that this request would be accommodated.
At the time of payment, I noticed that the payment was being collected in the name of Remote Technologies Private Limited. Until then, I was not aware of this company or its involvement in my booking. When I questioned this to Ms. Priyanka Ojha (Sales Manager), I was informed that Remote Technologies Private Limited is an associate partner of Thyrocare. This information was never disclosed to me at the time of booking, and I believe customers should be informed in advance when services are being provided through a third-party partner.
The phlebotomist arrived without the requested vein detector. He struggled to locate my vein, making the blood collection process unnecessarily difficult. Eventually, he collected the blood using a syringe. I noticed that the third collection vial did not appear to contain sufficient blood and specifically asked him whether the sample was adequate. He assured me that the quantity collected was sufficient and that there would be no issue with the tests.
To my surprise, when I received my reports, I found that most of my test parameters had been marked as "Cancelled by Lab."
When I contacted your sales manager, I was informed that the cancellations were not due to insufficient blood quantity but because the laboratory machines had encountered an error while processing my sample. I was then told that a fresh blood sample would need to be collected.
This explanation is extremely concerning and reflects a highly unprofessional experience. If there was genuinely a machine-related issue, I expect a clear written explanation from Thyrocare. If the issue was related to sample collection or handling, I also expect complete transparency. As a customer, I should not have to rely on verbal explanations for such an important matter.
I specifically requested the sales manager to provide this explanation via email. Despite my request, I have not received any written communication.
I request that you please provide:
1. A written explanation for why the tests were cancelled.
2. Confirmation of whether the cancellation was due to a laboratory machine error, sample quality, insufficient sample quantity, or any other reason.
3. Clarification regarding the role of Remote Technologies Private Limited in this service and why this information was not disclosed at the time of booking.
4. An explanation as to why my specific request for a vein detector, which was confirmed during booking, was not fulfilled.
I expect a prompt written response to this complaint, as the entire experience has caused unnecessary inconvenience, discomfort, and a loss of confidence in the service provided.