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Business Profile

General Services

Rapid Test & Trace Canada
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:26/02/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    placed an order which is delayed unable to reach company- all phone numbers out of service, no response to chat and email inquiries

    Business Response

    Date: 26/02/2024

    Dear ******* - we received your feedback and we are delighted to give you answers to your question.
    Our customer service representatives are always online from *** ** *** EST if you have any questions or concerns. We can be reached here ********************************************************************

    ********** on the bubble head on the bottom right corner and then fill out the information and type in your concerns. We will respond as soon as we received your message.

    Thank you so much and have a great day ahead! :)

    Customer Answer

    Date: 27/02/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Issue with business resolved- item received

    Sincerely,

    *************************

  • Initial Complaint

    Date:18/11/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered three InBios Covid-19 Antigen Self-test that arrived yesterday. All three are lot#BB6469 and have an expiration date of 11/2022. So I talked with online chat and they send me a letter internal from their company stating the US *** approved shelf-life extension 10 months on the letter dated March 3, 2022.In the letter it has the lot numbers and extended shelf life which mine now expire Dec 2022. I have cruises scheduled for Dec 22 and March ************************************************ 11/22. If I knew this up front, I would have ordered from somewhere else. I would like newer test kits that don't expire 1 month after purchase or a refund.

    Business Response

    Date: 21/11/2022

    Hi *****,

    I appreciate your concern with the expiry dates of the tests you received. I can assure you the *** has extended the expiry of the InBios Antigen tests have been extended by the *** and are still valid, as per attached certification. For a list of *** approved tests and whether they have authorization for expiry extension, please visit their website *********************************************************************************************************************

    In some cases, the expiration date for a test may be extended. An extended expiration date means the manufacturer provided data showing that the shelf-life is longer than was known when the test was first authorized.

    That said, I am happy to issue a replacement order with our iHealth Antigen tests which have an expiry of March 28, 2023 and and *** extension to June 28, 2023. If this not a satisfactory solution for you I can issue a full refund for the tests you received. Please confirm how you would like to proceed.  

    Take care,
    *******************
    Customer Service Manager

Rapid Test & Trace Canada is BBB Accredited.

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