Updates Archive | BioLab Community Resources

BioLab Provides Update on Community Assistance Center & Call Center As Part of Completion of Claims Process

Following the fire that occurred at BioLab’s Conyers, GA facility, the company has assisted impacted area residents and business owners by standing up dedicated support resources, establishing a claims process, and partnering with a variety of local organizations through donations and volunteering.

Over the past six months, BioLab has responded to more than 43,000 calls and 18,000 emails, as well as helped 5,000 individuals through its in-person Community Assistance Center, evaluating and processing reimbursement requests and more. BioLab’s Community Assistance Center was opened in Conyers to provide a central location for community members to directly access information and resources coordinated by BioLab, including filing claims. Since January 2025, the Center has been solely focused on distributing checks for approved claims.

BioLab has now processed the vast majority of remaining claims. As a result, on April 11, 2025 at 5 pm ET, the Community Assistance Center and Call Center will transition to fielding any go-forward inquiries by email and the 927 N Main Street location will close.

Community members with eligible claims that remain in process should continue to work directly with their assigned adjuster. The Community Assistance Center will continue to be open for check pickup Monday-Friday from 11 am-5pm ET and Saturday from 11am-3pm through April 11, 2025. Any checks for approved claims that are not picked up at the Center by April 11, 2025 at 5 pm ET will be mailed to the address on file.

For any general inquiries moving forward, community members can continue to contact BioLab by emailing [email protected].

BioLab Continues to Advance Community Support Initiatives

Over the past several weeks, BioLab has continued to advance a variety of community support initiatives to assist area residents and business owners impacted by the fire at its Conyers warehouse. This has included establishing dedicated local resources to continuously field calls, emails, and in-person questions – helping with processing claims, reimbursement requests, and more. In addition to these efforts, the company has also:

Donated to a range of organizations and programs that assist the local community:
- Rockdale Emergency Relief Fund
- United Way
- Rockdale Animal Shelter
- Miracle League Softball Tournament
- Conyers Downtown Ice Rink
Established partnerships with Rockdale-based organizations to provide volunteers and other forms of assistance:
- Partnering with the Rockdale Emergency Relief Fund to provide food to children during a period of remote learning
- Supporting numerous Conyers restaurants with daily food purchases
- Donating and providing volunteers to support the Rockdale Emergency Relief Fund’s Thanksgiving food drive, helping the organization to double its Thanksgiving dinner distribution efforts

With the holidays upcoming, BioLab is also donating toys to the Conyers Christmas Toy Drive and donating to the First Methodist Church of Conyers Food Pantry.

BioLab cares deeply about the community and will continue to partner with local organizations moving forward. Additional information and resources can be found at www.biolabcommunityresources.com.

Update About BioLab’s Community Assistance Center’s Operating Hours

BioLab wanted to make the community aware of upcoming changes to its Community Assistance Center’s hours in light of the Thanksgiving holiday and Daylight Saving Time.

Thanksgiving Week Schedule:

BioLab’s Community Assistance Center will be closed for appointments from November 25-30 due to the Thanksgiving holiday.

While claims staff will not be onsite that week, claim review will continue from November 25-27 by phone and email for residents who have previously established claims. As always, community members may still email [email protected] to file a claim; information on how to do so is available here. BioLab’s 24/7 hotline also remains open throughout Thanksgiving week for assistance at (678) 301-2359.

For approved claim check pickup ONLY, the Center will be open on November 25 and 26 from 9AM-3PM (ET). Individuals must have a confirmation email from their adjuster authorizing them to pick up their check on those days.

New Operating Hours, Effective December 2:

Due to Daylight Saving Time and in support of onsite safety, effective Monday, December 2, the Center’s hours going forward will be:

Monday-Friday: 9AM-5PM (ET) (one hour earlier)
Saturday: 9AM-3PM (ET) (unchanged)
Sunday: Closed (unchanged)

BioLab remains committed to supporting impacted area residents and business owners, and the team looks forward to assisting community members at the Center under these hours.

BioLab Provides Update on Conyers Site Progress and Community Support Initiatives

BioLab has continued to make significant progress in cleaning up the site at its Conyers facility and supporting the community. The site has now been stabilized, and the company is shifting its resources to a project management phase to continue the cleanup.

BioLab’s Distribution Center at Conyers was cleared by relevant authorities and regulators to reopen on November 4 and resume fulfilling customer orders for finished products, which are used to clean pools and spas. We are grateful that our Conyers team members have returned to work at the Distribution Center and appreciate their continued support and dedication. At this time, the Conyers plant has not resumed manufacturing operations, and any resumption of operations will only be undertaken with approval from authorities and regulators.

BioLab recognizes the importance of understanding the causes of the incident, and is conducting a thorough review, cooperating closely with the U.S. Chemical Safety Board (CSB), as it performs its own review, as well as other state and federal environmental, health and safety agencies.

In tandem with its cleanup work onsite, BioLab continues to advance its community support initiatives and assess additional ways to assist area residents and business owners. As of November 7, the Company has:

Fielded more than 15,700 calls to its 24/7 dedicated call center, launched one month ago, helping community members with claims, reimbursement requests, and more
Assisted more than 3,000 community members at BioLab’s Community Assistance Center
Continued to provide regular updates and make the latest information available to the community through its dedicated website – www.BioLabCommunityResources.com – which has received over 18,000 visits to date
Successfully concluded its debris removal service, having fulfilled more than 130 requests on private properties, as well as having cleared debris from public areas

Community members interested in filing claims can continue to email [email protected] and provide the following information:

Name
Address
Phone Number
Items being claimed/amount of each item
Attach receipts/backup

Community members can also search here for available appointments at BioLab’s in-person Community Assistance Center or contact the company’s 24/7 call center at (678) 301-2359. Additional details and information about how to submit claims can be found here.

Continued Progress on BioLab’s Cleanup Efforts and Community Support Initiatives

BioLab has continued to advance its cleanup efforts at its Conyers facility, following the successful completion of the emergency response operations on October 17, 2024.

As of today, work continues with site clean-up efforts. Additionally, ongoing air quality monitoring has not shown any sustained action level exceedances in the community for more than 15 days. BioLab will continue conducting air monitoring with oversight from Georgia Environmental Protection Division (GA EPD) and the U.S. Environmental Protection Agency (EPA). The Company remains focused on completing its remediation efforts at the site, under the oversight of the GA EPD.

The BioLab team has also continued to make progress in its initiatives to support the community. As of October 31, 2024, the Company has:

Fielded more than 15,000 calls at its 24/7 call center, helping with claims, reimbursement requests, and more; and in light of the continued community interest in accessing this support service, the Company has been bolstering staffing at the call center to increase its capacity to process requests.
Assisted more than 2,000 community members at its in-person Community Assistance Center, with more appointments being released daily.
Continued to provide regular updates and make the latest information available to the community through its dedicated website – www.BioLabCommunityResources.com – which has been visited by nearly 4,500 individuals to date.
Removed debris from more than 130 private properties, in addition to clearing debris from public areas and roads; with all requests now having been successfully completed, BioLab’s debris removal service will conclude on November 1, 2024.
BioLab’s Community Liaison has continued to engage on the ground in the community and at the Community Assistance Center, speaking with area residents and businesses to understand their needs.
Made donations to a number of local organizations to support their own efforts to assist area residents and is working to initiate additional partnerships.

BioLab remains deeply committed to making things right for impacted area residents and business owners, including making resources available and getting them the assistance they need.

Community members interested in filing claims can email the following information to [email protected]:

Name
Address
Phone Number
Items being claimed/amount of each item
Attach receipts/backup

Community members can also search here for available appointments at the Community Assistance Center or contact BioLab’s 24/7 call center at (678) 301-2359. Additional details and information about how to submit claims can be found here.

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