Laboratorio de Patologia Clinica Vallarta - 48300 Puerto Vallarta

This is the worst customer service experience I’ve ever had. We’re at Vidanta resort and made an appointment for 5:39pm, as our flight was the next day at 4:30pm, so this would be within the 24 hour guideline and would allow us to properly prepare to fly back to the USA with a negative test. Vidanta carts its visitors around in golf carts; you have to tell the concierge where you’re going, and they will subsequently find you a golf cart to take you there. We did just that, 20 minutes prior to our appointment, but it took about 15 minutes for a cart to come, which is very unlike any other experience we’ve had getting a cart. It usually takes about 3 min. We ended up having to take one of their emergency carts, as we did not want to be late. We got to the testing center 3 minutes late to our appointment. The woman at the front, Brenna, told us that she would not help us as we were late. We asked why, since we were 3 minutes late, and in Vidanta’s instructions for the testing process, it says the lab services from 9am to 6pm. We explained to her the issue with the carts, but she had no sympathy, and started rolling her eyes at us. Brenna told us they would be leaving at 6pm, so since we were late, it would take her too much time to “count our money.” She immediately became rude and started laughing at us, as well as taunting us with statements such as “if you were late to an excursion, the boat would leave without you,” and “you can make an appointment for tomorrow morning, but you’re just going to be late to that one too.” On top of all of this, as she’s simultaneously insulting us and ignoring our questions, she gets her bag together and leaves 10 min before 6pm, when they’re supposed to service until 6. We went to vidanta to explain the situation and see what could be done, but they explained that since LPCV is a different entity, they could do nothing. They were appalled at Brenna’s attitude and said that they too believed the lab would service until 6, as stated in vidanta’s instructions. We filled out an incident report and scheduled an appointment for the next morning (today). We’re worried that Brenna will try to hinder our efforts to get our tests done, but it is our only option if we want to fly out today and make it to work tomorrow. Here we are this morning, and we came 15 minutes early to be safe. Our appointment time has come and gone, proving that LPCV does not in fact take this “down to the second” mentality seriously. Shame on LPCV for their terrible standard of customer service. We hope that vidanta chooses to use a better lab in the future, one that will live up to the kindness and caring of vidanta’s wonderful staff.