Complaints

This profile includes complaints for EmpowerDX's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EmpowerDX

  175 Crossing Blvd Framingham, MA 01702-4475

• 

  EmpowerDX

  2460 Mountain Industrial Blvd Tucker, GA 30084-3812

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.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I ordered the ***** testing kit for my son from Empower DX. I performed the test exactly to the standards given on March 3 and sent it back in the pre-labeled package to Empower DX the same day. It was received March 4. The company promises results in 3 to 6 days. So I shouldve received results anywhere from March 7 to 10th. On March 13, I still had received anything from the company. This is a time sensitive test that I needed to have completed before my son. I messaged the company on the 13th and still no result were provided. I heard back on the 14th and they still had no results for me. I finally got a message back from the company telling me they were unable to get sufficient results for the test. They said I needed to pay another $20 to have a kit sent to me to redo the sample.I asked why this result was not given to me in the 3 to 6 days I was promised and paid for, and why I only knew about it because I reached out. In response I was told that they talked to the lab to find out exactly what the problem was got confirmation that they knew March 6th and they needed a new sample. I asked once again why I was not informed at all of anything if they already knew on March 6. I also requested a refund as they completely failed to deliver on their advertised promise. I was told I could have a partial refund or once again could pay more money to have another test sent to me. I could not have a full refund because, as they say, their lab does not inform the customer if the sample doesnt work. No information at all! I paid $129 to have a test done on my son with results in 3 to 6 days, and their policy is if theres a problem with the sample, they dont even tell the customer. Ever. Nothing, no email, no message, no saying we need a new sample. Nothing. They dont advertise that . They just dont contact the customer. Apparently they intended on keeping my $129 and never telling me there was a problem.

  Business Response

  Date: 03/31/2025

  We sincerely apologize for any frustration or confusion this customer experienced. Our goal is always to provide timely and accurate service, and we regret that this situation did not meet expectations.
  The delay in receiving results was due to the lab making two attempts to process the sample, both of which unfortunately did not meet quality standards to yield a conclusive result. We shared the labs explanation with the customer to provide full transparency.
  To make things right, we offered two resolution options: a complimentary replacement kit or a refund minus the shipping and handling fee ($20). It appears there was a misunderstanding regarding this offer, and were truly sorry for any confusion it may have caused.
  To resolve the matter promptly and amicably, a full refund was issued to the customer on March 27, 2025.

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Oct 10, 2023, I purchased a Cholesterol DX test from EmpowerDX for $99 order EDX-23-******. Their website states it is a "simple finger prick" and results will be available within 4 days of the lab receiving blood sample. After 3 business days, I inquired; on the 4th business day they sent me a blank lab report ("your results are ready!") with a footnote that said the test was not performed due to an invalid total cholesterol. I sent 3 emails over 3 days to **************** asking for explanation and refund. On the 3rd response, I am told there are a number of reasons why my blood sample could not be tested, including a bad lancet *****, squeezing finger too tightly, shaking the sample or the sample being frozen. The test kit requires not a ***** of blood, but a vial of blood from the finger *****. They instruct you to invert the sample multiple times. They provide and require the sample be packed with a frozen ice pack. I followed their multiple sets of directions exactly. Nowhere on their website do they state that your blood sample may be destroyed and not be testable for any reason, let alone for causes due to their directed sample collection. **************** would not and still has not provided me with a full refund for lab services not provided, for misrepresenting the ease of sample collection, and for not disclosing any of the factors which destroy your blood sample of their Cholesterol DX test. At the very least, these are very poor business practices of misinformation and misleading the consumer; at the worst, it is fraudulent for taking their customers' money when they know that several of their directed requirements for blood sample collection will destroy the sample and make it not able to be tested. EmpowerDX owes me $20 for services not provided and another $20 for wasting my money and time to collect my blood sample and drive it 22 miles each way to the nearest FexEx shipping office. EmpowerDX should be made to advertise truthfully.

  Business Response

  Date: 11/10/2023

  Full refund has been provided as of 11.10.2023.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I ordered 2 MTHFR genetic lab tests from EmpowerDX. I had questions because I have to travel to my ************** in laws house and the directions say that it has to be mailed the same day and I cant. Also it says that the name on the test has to be the same as the person who orders the test, which is not feasible. I tried to call them and the number they list on their website and also on their address on the BBB site is not their number. It is for a company called Time Payment. They have never heard of EmpowerDX. I would like the $142.20 I spent for these tests refunded.

  Business Response

  Date: 08/16/2022

  Hello, *******! I apologize the call you made did not go through as expected. We received your email noting concern at 1:06 PM EST Monday 8/15 and responded with the below message 1:14 PM EST Monday 8/15. If you would like to proceed with a refund, we would be happy to comply. Please respond to our email reply and we are happy to take care of your concerns.

  Thank you, *****************************

  empowerDX Customer Experience Manager

  -- email sent 8/15 at 1:14 PM --

  Hello, *******!
  
  
  Thanks for reaching out! I assure you we are not a scam, and I am uncertain as to which number that you called, but our number is: ************.
  
  
  If you are not reassured, here is some information about our company and the labs:
  
  
  Our 7 US-based clinical labs are CLIA certified meaning that the *** and CDC make sure our tests, methods, and practices meet their rigorous standards. Our labs have collectively been in the game for 143 years. Were tirelessly developing new at-home tests and validating easy home testing methods with you in mind.
  
  
  Our clinical labs are CLIA certified and CAP accredited, which means that the *** and CDC ensure that our tests and practices are up to their rigorous standards. Each test includes a requisition that is created and approved by our Licensed Ordering Physician Network. Our medical advisory team is comprised of experts who carefully design our processes & test results to be accepted by the greater medical community. Before theyre publicly available, every biomarker undergoes an extensive validation at the lab to make sure that the test is both accurate and precise. Heres a breakdown on CLIA certification by the ***. https://www.fda.gov/medical-devices/ivd-regulatory-assistance/clinical-laboratory-improvement-amendments-clia
  
  
  Please let me know if you have any further questions!
  
  
  
  *************************
  Customer Experience Coordinator 

  Customer Answer

  Date: 08/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  i apologize. I apparently had the wrong number. I should have waited for your email. I may not be able to use the tests because of the stipulations in your instructions and I spent a lot for them. When I couldnt reach them by phone I assumed the worst. I apologize. I will call the right number for instructions. Thank you