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Business Profile

Medical Lab and Testing

Fast Lab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Lab and Testing.

Complaints

Customer Complaints Summary

  • 308 total complaints in the last 3 years.
  • 42 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:03/24/2024

    Type:Service or Repair 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.
    This company is extremely misleading. They claim that these Covid tests are free and that is absolutely false. They took two weeks to ship my Covid test which defeated the entire purpose because I had already recovered by that point and now they want to build me for it. Do not trust this company. It is a total waste of your time. RUN!!!!!!!

    Business Response

    Date: 04/03/2024

    Hi ******,

    I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.

    Upon thoroughly checking our system, there was an order placed on February 3, 2024 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fever, Cough, Fatigue, Headache, Sore throat, Nausea.

    In our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.

    Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

    To be precise, we were able to process the first shipment on February 3, 2024. While the last shipment was processed on February 15, 2024. Unfortunately, at the time when you reached out to us to cancel the order on March 24, 2024 we already managed to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.


    Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.

    Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at **************** Our representatives are available 24/7 to provide support and address any of your concerns.

    We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.

    Kind Regards,


  • Initial Complaint

    Date:03/23/2024

    Type:Billing 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.
    You keep sending me test kits for covid/ **** and billing my insurance. I have never ask your company to send these kits. If you have anything that says I requested these items then it has been a case of fraud. Please discontinue sending these kits to me and stop billing my insurance.

    Business Response

    Date: 04/03/2024

    Hi ****,

    I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.

    Upon thoroughly checking our system, there was an order placed on January 8, 2024 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fever, Chills, Difficulty breathing, Fatigue, Muscle or body aches, Headache, Sore throat, Congestion or runny nose.

    In our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.

    Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

    To be precise, we were able to process the first shipment on January 8, 2024. While the last shipment was processed on March 18, 2024. Unfortunately, we did not receive any cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.

    Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.

    Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.

    We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.

    Kind Regards,

  • Initial Complaint

    Date:03/22/2024

    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.
    I thought I was ordering the free Covid test from the government because it said the test were free, after I put the information they wanted in it said something like there could be a charge so I didnt finish submitting at the end.This was in December.Humana paid once on 12-17-2023 and again on 12-18-2023.I have not opened or used the product that they sent.Now the post office shows that Fast Labs is sending more product that I didnt order.All I want is for them to quit sending this to me. I can take pictures of the products and the insurance summary where they paid.

    Business Response

    Date: 04/04/2024

    Hi *******,

    I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.

    Upon thoroughly checking our system, there was an order placed on December 18, 2023 for 2 *** and 8 Antigen, under your name *********************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fatigue, Sore throat, Congestion or runny nose.

    In our order form we have a default quantity of tests. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit is required to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.

    Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

    To be precise, we were able to process the first shipment on December 18, 2023. While the last shipment was processed on March 13, 2024. We didn't receive any cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any. The reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.

    Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we did our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.

    Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.

    We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.

    Kind Regards,

  • Initial Complaint

    Date:03/20/2024

    Type:Delivery 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.
    Order two free covid test and received 2-6 received two more at $325.00 2-7 received two more at $325.00 3-7 received two more at $325.00 3-8 received two more at $325.00

    Business Response

    Date: 03/25/2024

    Hi ********,

    I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.

    Upon thoroughly checking our system, there was an order placed on February 7, 2024 for 2 PCR and 8 Antigen, under your name ******************************* with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Chills, Loss of taste/smell, Medical referral.

    Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

    We were able to receive your order cancellation request, and we managed to cancel the remaining schedule orders. To be precise, we were only able to shipped 1 PCR and 7 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.

    As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.

    Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.

    We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.

    Kind regards,
    Fast Lab

  • Initial Complaint

    Date:03/19/2024

    Type:Service or Repair 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.
    This company has sent out multiple Covid tests over the last 6 months that I DID NOT request. The tests are incomplete and not usable but they have billed my insurance company. The insurance company paid more than $300 over these 6 months. They should refund the insurance company as soon as possible.

    Business Response

    Date: 03/25/2024

    Hi ******,

    I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.

    Upon thoroughly checking our system, there was an order placed on September 25, 2023 for 2 PCR and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually takes up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Medical referral.

    Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

    To be precise, we were able to process the first shipment on September 25, 2023. While the last shipment was processed on February 19, 2024. Unfortunately, we were not able to receive any order cancellation request, so we were able to ship all of the test kits. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders. Since all of the test kits have been shipped, we will no longer send you any test kits and we will no longer contact you. We will no longer bill your insurance for any test kits, as we will no longer send you any.

    As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.

    Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.

    We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.

    Kind regards,
    Fast Lab

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