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Lancet
Verified Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Lancet shows severe operational distress concentrated in administrative areas. Customers repeatedly describe billing chaos, ignored communication, and aggressive debt collection on settled or disputed accounts. Phlebotomy and clinical interactions receive mixed feedback, with isolated praise for individual staff like Melanie Bitang offset by complaints of rough blood draws, dismissive receptionists, and unresolved escalations across multiple branches.
TrustIndex
2.7
Ranking
#1
in Pharmacy
NPS Score
-37
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Lancet shows severe operational distress concentrated in administrative areas. Customers repeatedly describe billing chaos, ignored communication, and aggressive debt collection on settled or disputed accounts. Phlebotomy and clinical interactions receive mixed feedback, with isolated praise for individual staff like Melanie Bitang offset by complaints of rough blood draws, dismissive receptionists, and unresolved escalations across multiple branches.
The most common complaint about Lancet, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Staff Quality. Customer Service & Staff Quality (1.5) is dominated by complaints of rude accounts agents, dismissive receptionists, and rough phlebotomy. Isolated praise for Melanie Bitang and individual phlebotomists like Ntokozo and Nqaba cannot offset widespread reports of unprofessional conduct, defensive nurses, and staff lacking empathy during distressing situations.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I wish to formally raise a complaint against Lancet Laboratories regarding their handling of my medical account and billing practices. In January 2025, I underwent routine blood tests in line with the requirements of my medical condition. These tests are not exceptional or once-off procedures—they form part of an ongoing, chronically approved diagnosis, and I have been instructed by my medical aid, Discovery Health, to complete these tests twice a year. Despite this, Lancet Laboratories failed to submit the claim to my medical aid at the time the tests were conducted. Taking into consideration that they do this twice a year with instructions from my doctor. To my shock, more than a year later I was contacted by a third-party debt collection agency. This communication placed undue stress on me for an issue that appears to have originated from Lancet’s own administrative failure. This situation raises a serious concern: Failure to submit claims timeously to my medical aid, despite the procedure being routine and expected even with ICD codes supp**** by my doctor. It is unacceptable that I am now being subjected to collection procedures for what is evidently a failure on the part of the service provider. As a patient who has consistently followed medical advice and re**** on the proper functioning of healthcare and billing systems, I find this treatment both unfair and unprofessional. I request the following: A full investigation into why the claim was not submitted to Discovery Health at the time of service. Immediate withdrawal of the debt from the third-party collection agency. Correction of the account status and proper submission to my medical aid where applicable. A formal apology for the distress and inconvenience caused. I trust that Lancet Laboratories will address this matter urgently and ensure that such oversights do not occur in future.
1 reviews | Active since Jan 2020
I wish to formally raise a complaint against Lancet Laboratories regarding their handling of my medical account and billing practices. In January 2025, I underwent routine blood tests in line with the requirements of my medical condition. These tests are not exceptional or once-off procedures—they form part of an ongoing, chronically approved diagnosis, and I have been instructed by my medical aid, Discovery Health, to complete these tests twice a year. Despite this, Lancet Laboratories failed to submit the claim to my medical aid at the time the tests were conducted. Taking into consideration that they do this twice a year with instructions from my doctor. To my shock, more than a year later I was contacted by a third-party debt collection agency. This communication placed undue stress on me for an issue that appears to have originated from Lancet’s own administrative failure. This situation raises a serious concern: Failure to submit claims timeously to my medical aid, despite the procedure being routine and expected even with ICD codes supp**** by my doctor. It is unacceptable that I am now being subjected to collection procedures for what is evidently a failure on the part of the service provider. As a patient who has consistently followed medical advice and re**** on the proper functioning of healthcare and billing systems, I find this treatment both unfair and unprofessional. I request the following: A full investigation into why the claim was not submitted to Discovery Health at the time of service. Immediate withdrawal of the debt from the third-party collection agency. Correction of the account status and proper submission to my medical aid where applicable. A formal apology for the distress and inconvenience caused. I trust that Lancet Laboratories will address this matter urgently and ensure that such oversights do not occur in future.
1 reviews | Active since Jan 2020
After sharing my terrible experience regarding my refund on Hello Peter, I received communication from Melanie Bitang who assisted in resolving the matter. She speedily got the refund team to process an outstanding refunds due to me. She kept me with constant updates. Thank you, Melanie for your prompt support, response and resolving the issue. You make Lancet look good.
1 reviews | Active since Jan 2020
After sharing my terrible experience regarding my refund on Hello Peter, I received communication from Melanie Bitang who assisted in resolving the matter. She speedily got the refund team to process an outstanding refunds due to me. She kept me with constant updates. Thank you, Melanie for your prompt support, response and resolving the issue. You make Lancet look good.
1 reviews | Active since Jan 2020
Lancet at Flora Clinic is beyond amazing. I was there again on Monday, 27 April before 8am and the receptionist was so efficient and friendly as well as the Sister who took my blood. Never seen anyone taking bloods without feeling for veins. Needle went straight in and NO bruising which for me is a miracel as I bruise easily. THANKS A MILLION AND WE WILL BE BACK!!
1 reviews | Active since Jan 2020
Lancet at Flora Clinic is beyond amazing. I was there again on Monday, 27 April before 8am and the receptionist was so efficient and friendly as well as the Sister who took my blood. Never seen anyone taking bloods without feeling for veins. Needle went straight in and NO bruising which for me is a miracel as I bruise easily. THANKS A MILLION AND WE WILL BE BACK!!
1 reviews | Active since Jan 2020
have a bill for a pcr test done in hospital on the 24th November 2025. This bill was not paid. There has been back and forth between myself and bonitas where bonitas stated that it was not submitted by lancet for authorisation and when I tell lancet then it is stated that it was submitted as per lab form. Can bonitas contact lancet to resolve this or can the 2 parties and myself get on a call to resolve this? I even escalated this to lancet management. Lancet just continously sends me bills but has been no help in resolving the query. I phoned the call centre and was on a call of over 20 minutes with a consultant from the accounts department where she told me that she can't help me and what bonitas stated is not the process. Also, bonitas asked lancet to speak to a case manager at bonitas but the consultant stated that lancet doesn't speak to the medical aid so I asked her to escalate to management as I don't know how to resolve the query since lancet doesn't want to speak to bonitas
1 reviews | Active since Jan 2020
have a bill for a pcr test done in hospital on the 24th November 2025. This bill was not paid. There has been back and forth between myself and bonitas where bonitas stated that it was not submitted by lancet for authorisation and when I tell lancet then it is stated that it was submitted as per lab form. Can bonitas contact lancet to resolve this or can the 2 parties and myself get on a call to resolve this? I even escalated this to lancet management. Lancet just continously sends me bills but has been no help in resolving the query. I phoned the call centre and was on a call of over 20 minutes with a consultant from the accounts department where she told me that she can't help me and what bonitas stated is not the process. Also, bonitas asked lancet to speak to a case manager at bonitas but the consultant stated that lancet doesn't speak to the medical aid so I asked her to escalate to management as I don't know how to resolve the query since lancet doesn't want to speak to bonitas
1 reviews | Active since Jan 2020
The refund process is very tedious. I was querying a recent overpayment. I was requested to show proof of payment 3 years ago due to a R90 refund not processed. I cannot retrieve my current refund until I get proof of payment for the R90? The account and refund department need to improve customer service. It's a waste of time and resources.
1 reviews | Active since Jan 2020
The refund process is very tedious. I was querying a recent overpayment. I was requested to show proof of payment 3 years ago due to a R90 refund not processed. I cannot retrieve my current refund until I get proof of payment for the R90? The account and refund department need to improve customer service. It's a waste of time and resources.
1 reviews | Active since Jan 2020
Unfortunately I have to give Lancet a 1 rating yet in the past I would give them a 10. I did cancer testing on Thursday 14th May and to date my results are still pending. I needed to start chemo today but am being delayed by Lancet. I'm disgusted with such poor service there only part of the results are being displayed.
1 reviews | Active since Jan 2020
Unfortunately I have to give Lancet a 1 rating yet in the past I would give them a 10. I did cancer testing on Thursday 14th May and to date my results are still pending. I needed to start chemo today but am being delayed by Lancet. I'm disgusted with such poor service there only part of the results are being displayed.
1 reviews | Active since Jan 2020
I have been paying Lancet since 2024, I have been handed over for the most insane amounts - only to send proof of payments and not receive any feedback from attorneys or lancet and only receivin gmore and more accounts. Truly pathetic
1 reviews | Active since Jan 2020
I have been paying Lancet since 2024, I have been handed over for the most insane amounts - only to send proof of payments and not receive any feedback from attorneys or lancet and only receivin gmore and more accounts. Truly pathetic
Lancet scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Hospitals & Clinics, compared to the Hospitals & Clinics industry average of 1.8. Their strongest theme is Customer Service (1.5); their weakest is Billing & Payments (0.9). The top AI-rated Hospitals & Clinics business on Hellopeter is Sirago Underwriting Managers (4.5). How is the AI Score calculated? →
Lancet has a TrustIndex of 2.7 out of 10 on Hellopeter, based on 184 reviews in the last 12 months. Hellopeter has tracked Lancet across 1,785 total reviews. How is the TrustIndex calculated? →