Complaints

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:08/30/2022

  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 October 25, 2021 I booked two (2) 24-Hour Molecular PCR test for my mother and myself for November 12, 2021 at 5:00 pm at Clear19 Rapid Testing in ********. It was required then to fly back to ******. We were on a mother/daughter/grandmother trip. My daughter, *********************, booked her own test for the same time and all of us were required to prepay $175.00 ** which we did using our credit cards. On Thursday November 11th, I rescheduled the test time to 6:00 pm as we didn't want to be rushed coming back from our plans scheduled for Friday. Later on Thursday, I found ** City was providing free PCR Tests so we cancelled our scheduled tests with Clear19. Even though it was within the 24 hour cancellation policy they declined our refunds I have been in correspondence with Clear19 and each time they have declined the refund saying it wasn't within the original 24 hours and proceed to state they have a credit on file we can use anytime. We live in ****** and my mother is 78. Highly doubtful my mom will be back and it could be years before we return. How can a business charge for a service when it wasn't performed not to mention when the city was providing the same service for free. I understand business is business and COVID presented unprecedented times however Clear19 clearly took advantage of the situation. My mother's name is ************************* and my daughter's name is *********************. Attached is the email showing the tests when they were initially booked. I look forward to hearing from you.

  Business Response

  Date: 09/16/2022

  We thank you for providing this information. We would like to have the opportunity to clarify our stance on this particular service. In October 2021 the entire world was experiencing a gigantic surge with the advent of the omicron sub variant of COVID-19. Especially in ************* the need for testing what is at an all-time high. The lineups for the free testing which is technically only for local residents was around the corner and people were unable to get the adequate tests. Our services are available and reserved for urgent matters and international travellers who are unable to qualify for local free testing.

   

  our company has always had a 24 hour cancellation policy. For individuals who cancel outside of 24 hours we offer a 100% refund. Should a cancellation occur within 24 hours we offer a 100% credit without penalty. Credit being that they can come back and utilize the credit for future at any point for any test. this is also transferrable: Meeting that we allow patients to transfer the credit to any family friend or anyone of their choosing to be utilized for a test.

   

  Between the period of September 2021until January 2022: our clinic along with many other clinics in ************* had thousands of people lining up outside for an opportunity to get tested because of an adequate number of tests available for citizens. The reason that we had this cancellation policy is to be fair to all those individuals in ******** who are needing testing I need an opportunity to get into any clinic. Individuals who book a time slot and then choose to cancel affects our ability to offer adequate testing for everyone around the city who needs the most. The purpose of this cancellation policy is so that there is no abuse in booking timeslots and having no-shows which takes away from adequate testing from those individuals in the city who need it most, especially people who need urgent testing for medical reasons.  During this extremely busy time: They need to enforce our cancellation policy is imperative and extremely important. These individuals took away this time slot from someone else who needed testing. And as much as we can understand the plans change, It is our obligation as a clinic to ensure that we continue to provide adequate medical laboratory services to citizens during the time of a pandemic which was needed at a very high-level during the Omacron surge. It is because of this understanding that plans can change that we offer the opportunity for a credit and the transfer of the credit.

   

  We are attaching for your records copies of all of the locations where a cancellation policies are Written for the convenience of patients, very explicitly all over website before any opportunity for booking or payment.

  1) Our cancellation policy is written at the top of the page For booking an appointment with us,even before an individual starts to enter their name and information.

  2) The cancellation policy and a checkmark for acknowledgement of the cancellation policy is that located at the bottom of the page before we proceed with requesting any form of payment.

  3) The link to the terms and conditions of our cancellation policy on her website are also located in available at the bottom of this page before any payment is collected.

  4) Once the patient has booked and paid, the cancellation policy is also listed on the email acknowledgement which is sent to the patient at the time of booking.

  We make a cancellation policy very available and very noticeable in bright red letters at the top of the booking page. We also allow people to walk in as needed. During the omicron surge many individuals were booking appointments because walkins were also limited due to the high number of patients looking for testing all over *************.

  once again as much as we understand the concerns of this individual they had the opportunity to go ahead and transfer this credit to anybody else that requires testing even today. This credit does not expire. However this individual did take away two very needed timeslots from two other patients and reserved resources of two medical specialists to be able to run and validate those tests.

   

   

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Quite simply Clear 19 has failed to acknowledge the fact I did cancel 24 hours in advance.  They did not speak specifically to my case but rather gave an overview of their policy and spoke how appointments booked took away availability for someone else who needed testing.  I remember clearly speaking to an individual who said they weren't busy and many time slots were available which I confirmed when I went online.

  Bottom line - I cancelled 24 hours in advance from scheduled time.  It is a shame that a business choose money over integrity.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 10/06/2022

  We are attaching proof that the individual did not in fact cancel outside 24 hours. In fact they try to get around the rules by rescheduling for a future date and then canceling. Our policy specifically states that once we are within 24 hours of the initial appointment the only opportunity One has is to make changes to the appointment or retain a credit.
  

  The test was scheduled for Nov 12 at 5pm

  On Nov 12th at 3:43pm (1 hour 17min before the appointment time and within 24hours) the appointment was rescheduled for thrle following day at 5:40pm
  On Nov 12th at 4:55pm the appointment was cancelled

  The patient was already within 24 hours when they made changes to the appointment. It was already within the nonrefundable stage. They can continue to reschedule the appointment as needed or they can continue to use the credit for a different patient but since the transaction was well within 24 hours of the appointment they are outside of the refundable zone. As per our cancellati cancellation policy which the patient agreed to at the time of initial booking.

  Unfortunately not only did the individual not cancel within 24 hours they took it a step further by trying to get around the rule by pushing the booking to a day later and then canceling. Our cancellation policy specifically states that You cannot reschedule to get around the cancellation policy.

  Please see all attachments confirming this.

  1) communication to client of timeline of their appointments and changes 

  2) our schedular time log 

  Once again the individual has a credit, this credit is eligible to be transferred to another individual, and does not expire. This credit can be used for anyone of our tests, And this credit is transferrable.