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:01/18/2024

  Type:Billing 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.

  My wife and I are being charged by FastLab Technologies LLC for Covid-19 test kits they indicated they are free. I believe the company is scamming me. Please look into the dishonest practices of this company.

  Business Response

  Date: 03/25/2024

  Hi *******,
  
  I hope this email finds you well.
  
  Please be guided that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out from your pocket with the tests youve ordered and we only send test kits to those insurances that are fully verified eligible. For ineligible no test kits will be shipped.
  
  We have thoroughly checked in our system that we received an order placed for 2 PCR and 8 Antigen test kits, under your name *********************, last December 20, 2023 with free shipping and it typically takes around 2-5 business days depending on your location for your first package to be delivered. Your order has been approved by our medical team for having the reason of being exposed to COVID-19.
  
  The test kit packages are delivered with date interval to complete all the total number of test kits ordered. This delivery arrangement is intended for you to have the chance to cancel the scheduled orders if you no longer need it. And upon checking all of your orders were successfully delivered. Your first package was processed on 12/20/2023 while your last package was processed on 12/30/2023.
  
  With that said, charges are applied accordingly to your insurance of how many test kits were successfully shipped to you.
  
  Rest assured we will continue to work with your insurance company on this claim and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not be billing you for any balances.
  
  If you have any further questions or if there's anything else you'd like to discuss, please feel free to reach out. We're here to assist you and make this right.
  
  Thank you for your understanding, and we appreciate your patience as we work through these concerns.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/17/2024

  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.

  In the fall of 2023 I had heard of these testing kits and was under the impression they were free in-home Covid testing kits from this company Fast Lab - government issued. I sent my information & ordered the tests. When the order confirmation came through they shipped two box test kits followed by Covid tests that came in envelopes. I was unclear as to why they came in a box kit and then in envelopes. My understanding now is the box kits are valued at $325.00 for running the tests. I never sent in any tests. My insurance company is being billed for these test, which were never sent in to Fast Lab for tests. I, now, also understand, that you may not return the test kits, even if unopened, and will have to pay the freight for these kits. Most people know to use home tests that you can purchase for around $30 for two tests or if your severely compromised you would know to see your physician/hospital and that would be billed to insurance. No one, would knowingly send this test and be billed personally or their insurance for $325.00. Fast Lab Technologies has charged my health insurance $325 x 2 times for testing, which were not submitted. I have tried to contact them via telephone number (never worked) or chat (never worked). I contacted the Fast Lab Corporation in ******** and they told me they are not affiliated with ** Technologies. I thought ** Corp., was the umbrella for the *******., but again, the person I spoke to said no and that I needed to contact ******* in Brooklyn. Again, tried and failed. My insurance company has denied payment, which they should. This was false advertisement and I am not paying for these tests that I have not used or submitted. I would like them to stop sending these claims to my insurance company and not bill me as well. Thank you for your time and consideration in this matter. I know I also speak for many who fell into this trap/scam.

  Business Response

  Date: 02/25/2024

  Hi *****,
  
  I hope this email fins you well.
  
  We appreciate you reaching out to us with your concern and allow us to resolve the matter.
  
  Please be guided that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out from your pocket with the tests youve ordered and we only send test kits to those insurances that are fully verified eligible. For ineligible no test kits will be shipped. It was in our website that it will be zero cost provided with your active and up to date insurance.
  
  Also, please be informed that we are not funded by the government and we are not part of the free COVID test program provided by the government.
  We have checked our chat history with you and our medical team have responded to you confirming the approval of you order for having the reason of being exposed to COVID-19.
  
  We received the order in our system and it shows 2 PCR and 8 Antigen test kits under your name *********************** last September 25, 2023 with free shipping and typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped. The first package was processed on September 25, 2023 while the last package was processed on October 24, 2023. This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it.
  
  We have also checked the part you mentioned that you reach out to us via chat and it was in our chat history that you check with our helpdesk regarding the charges with your insurance and it was also indicated if you have further questions. One of our customer chats supports responded to you however you did not reply anymore.
  
  Moreover, charges will apply according to your insurance as the test kits were all shipped to you. Since your insurance was verified eligible, your insurance should cover the ordered test kits. Furthermore, we will continue to communicate with your insurance regarding the claims and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not bill you for any remaining balances.
  
  Moving forward, we will no longer contact you in anyway as a sign of respect to your request. But if you have further questions or if there's anything else you'd like to discuss, please feel free to reach out. We're here to assist you and make this right.
  
  Thank you for your understanding, and we appreciate your patience as we work through these concerns.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 am getting bills submitted to my ***************** from a company called fast lab technologies they're charging $325 for COVID tests which are advertised on the webpage for free. If you simply ****** fast Lab technologies you will see all the complaints and they're all the same getting fraud testing sent to their insurance companiesLooking to get paidThank you for listening ***********************

  Business Response

  Date: 02/25/2024

  Hi *****,
  
  I hope this email finds you well.
  
  We appreciate you reaching out to us with your concern and allow us to resolve the matter.
  
  Please be guided that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out from your pocket with the tests youve ordered and we only send test kits to those insurances that are fully verified eligible. For ineligible no test kits will be shipped.
  
  It was in our website that it will be zero at cost provided with your active and up to date insurance.
  
  We have thoroughly checked in our system that we received an order for 2 PCR and 8 Antigen test kits last November 20, 2023 under your name ***********************, with free shipping and typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped. This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it. Your first package was processed on 11/20/2023 while the last package was processed on 12/02/2023 and all of your order is successfully delivered. Rest assured we only deliver the exact number of ordered test kits.
  
  In addition, we checked our chat history with you and our medical team have responded to you confirming the approval of you order for having the reason of having the following symptoms; Chills, Difficulty breathing, Congestion or runny nose. Also, we checked as well that you have reached out to one of our customer chats supports regarding your billing concern and it was explained to you about the charges but unfortunately you no longer responded.
  
  You have mentioned about the complaints on our company reviews, please be guided that all of the reviews and complaints are being assessed and addressed accordingly.
  
  Moreover, charges will apply accordingly to your insurance regarding the ordered test kits delivered to you. Since your insurance was verified eligible should your insurance covers for the ordered test kits and nothing will be billed to you.
  
  Should you need further assistance feel free to reach out to us. We will be glad to assist you.
  
  Thank you for your patience and understanding as we work on this matter.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/16/2024

  Type:Billing 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 one free covid test from fast lab technologies l l c. That was on October thirtieth twenty twenty three. This test was to advertise online as free. They have billed my insurance company for ten separate tests , or dates of service ( 20 tests?) as of this date 1/13/24. My insurance company denied all claims. Each claim was for $325.00. The billing dates are 10/30, 10/31, 12/14, 12%15, 12/17, 12/18, 2 claims on 12/21 & 12/25. All dates of service are listed as 2023. For a total of 10 claims to my insurance company. ***************** denied all saying that there was no pre authorization obtained. I ordered 1 (one) FREE COVID TEST. As advertised on this companys web site. It is impossible to contact these people by phone and I am very worried this will somehow end up affecting my credit score. I have not rec'd any bills from Fast Lab Tech llc. at this time. THIS IS A TOTAL INSURANCE SCAM. THIS COMPANY SHOULD NOT BE PERMITTED TO HAVE AN ACTIVE WEB PAGE FOOLING PEOPLE IN TO GIVING THEM THEIR INSURANCE INFO!! THEIR WEB PAGE CLEARLY SAYS THAT THESE TESTS ARE FREE! HOW MUCH MONEY HAS THIS COMPANY COST INSURANCE COMPANIES? THE TESTS MAY NOT EVEN BE REAL!! WHO'S TO SAY? I MEAN HOW WOULD I KNOW IF THEY WERE NOT EVEN EFFECTIVE TESTS?of course, now I look online and I see that this is happening to many people! I do not want to be billed for tests I did not get and I am wanting to be sure this does not somehow go to collections as a debt I owe!! (Ruining my credit score for an online scam!!Fraud!!

  Business Response

  Date: 02/25/2024

  Hi *****,
  
  I hope this email finds you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible no test kits shall be sent to you.
  
  We carefully checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated October 30, 2023 under your name *********************** with free shipping. For free shipping, typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped. This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it. Upon checking, your first package was processed 10/30/2023 while the last package was processed 12/20/2023, and all of your orders were successfully delivered to the address you provided with us.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19.
  
  Moreover, charges will apply accordingly to the test kits sent to you. We will continue to work with your insurance company on this claim and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not be billing you for any balance.
  
  Furthermore, we are a fully registered and licensed company that operates in accordance with all applicable laws and regulations.
  
  As for complaints rest assured, they are assessed and addressed accordingly.
  
  Moving forward, for future concerns and further concerns you may reach out to our customer chat support 24/7 and we will be glad to assist you to the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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 12/26/2023, wanted to order the regular covid test and I even didn't know I was ordering from fast lab technologies. They are sending me these kits and bills of $325.00that they want to charge my insurance. I emailed them and asked them to stop sending me these kits. I do not need them. They said I ordered 8 kits which is not true. I am asking you to stop this company to further operate and send product that you even didn't use and stop them from charging insurance company.

  Customer Answer

  Date: 02/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 02/25/2024

  Hello *****,
  
  Thank you for contacting us about your order, and we apologize for any confusion.
  
  We offer a no-cost COVID-19 test if your insurance is active and eligible for COVID-19 test kits and if you meet the medical necessity after telehealth consultation.
  
  It shows that  you placed an order on 12-25-2023 for 2 PCR and 8 antigen test kits with the reason "Cough".
  
  As of today, we have sent 1 PCR and 7 antigen kits. We received your order cancellation on 01-13-2023 and cancelled your remaining orders.
  
  To summarize the shipment and content of your packages please check the following information below:
  
  1st shipment box - 1 PCR, 1 Antigen Shipped 12/25/2023
  2nd shipment (bubble mailer) - 2 Antigen Tests Shipped 12/31/2023
  3rd shipment (bubble mailer) - 2 Antigen Tests Shipped 01/04/2024
  4th shipment box - 2 Antigen Tests Shipped 01/04/2024
  
  Since you qualified for the $0 cost COVID test kits and ordered this test under your insurance coverage, we want to assure you that there will be no out-of-pocket costs for you.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our chat support team: ************************************.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/16/2024

  Type:Order 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.

  Fast lab says on their website that they are giving free covid test home kits. After 2months, I received an updated claim from my insurance that fast lab is submitting a claim in my behalf for $325 noting i visited their lab. This charge was done TWICE. This company os a scam. Please put them down, this company obviously are being run by scammers! It's sad because they got hold of people's information and insurance information. Please do something about this!!!

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 02/25/2024

  Hi ******,
  
  I hope this email find you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible no test kits shall be sent to you.
  
  We carefully checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated November 19, 2023 under your name *************************** with free shipping. For free shipping, typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped. This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it. Upon checking, your first package was processed 11/19/2023 while the last package was processed 12/01/2023, and all of your orders were successfully delivered to the address you provided with us.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19.
  
  Rest assured; charges will apply accordingly to the test kits sent to you. We will continue to communicate with your insurance regarding this claim and make sure nothing will be billed to you as your insurance is verified eligible.
  
  Please be guided that placing your order is at your own discretion. We assure you your information is protected under HIPPA and such sensitive information shall not be disclosed nor given away without permission or consent of the owner or not to be disclosed at all.
  
  Furthermore, we are a fully registered and licensed company that operates in accordance with all applicable laws and regulations.
  
  Moving forward, for future concerns and further concerns you may reach out to our customer chat support 24/7 and we will be glad to assist you to the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/10/2024

  Type:Delivery 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 free in home Covid tests from Fast Lab thinking that I was on a free government site. I gave them my information & ordered the tests. When the order confirmation came through they had shipped two kinds of tests. One was the in home antigen kit that I expected but the rest others was what they called a *** test done at their lab & covered by ********* I did not order the *** test. Their confirmation said that *** tests could not be returned unused & if they were unused I would be billed directly. When the tests arrived there were no instructions. Materials were scarce & not clearly marked. It would be impossible to use them. I did not order the *** test. I did not have instructions on ****** should not be billed anything for it. The company has charged my health insurance $325 x 4 times for testing I have not submitted. The insurance company denied payment. The company should withdraw the ****** e billing. I have not even opened the test kits and Im also ready to return it back. This billing must be cancelled !!

  Business Response

  Date: 02/20/2024

  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 on our system, there was an order placed on September 26, 2023 for 2 *** and 8 antigen under your name ********************************* with free shipping. Our free shipping usually take 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: Sore throat, Congestion or runny nose.
  
  To clear things out, 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 Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. The *** test is required to be returned to us within 7 days. To avoid being billed, we kindly request you 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 it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled 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 26, 2023. While the last shipment was processed on October 25, 2023. Unfortunately, at the time when you reached out to us on January 8, 2024 to cancel your order, all of the test kits were already shipped that time and we are unable to cancel those anymore. 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.
  
  Furthermore, please be guided that we are not funded by the government, our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that we will continue to work with your insurance company with regards to this claim, and as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well 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 these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair 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.

  December 12,3023. And January 3,2024 Spectrum Covid 19 DNA test kit Did not order- received 2 shipments of same unwanted- not ordered I only ordered the regular Covid test kits which are free Says has to be returned within 7 days. Im not doing this and not paying for these test kits. Dont want my ins billed either Please stop this company from any business doings.

  Business Response

  Date: 02/20/2024

  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 on our system, there was an order placed on November 15, 2023 for 2 *** and 8 antigen under your name ***************************** with free shipping. Our free shipping usually take 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, Cough, Difficulty breathing, Fatigue, Headache, Loss of taste/smell, Congestion or runny nose.
  
  To clear things out, 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 Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. The *** test is required to be returned to us within 7 days. To avoid being billed, we kindly request you 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 it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled 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 November 15, 2023. While the last shipment was processed on December 20, 2023. Unfortunately, we were not able to receive any cancel order 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.
  
  Furthermore, please be guided that we are not funded by the government, our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well 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 these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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.

  Charging for services not authorized and or conducted sent to my insurance company for payment; but were not paid by me or my insurance company.Date 11/22/23 $325 Date 11/23/23 $325 Date 11/26/23 $325 Date 11/27/23 $325 Date 11/30/23 $325 Date 12/01/23 $325 Date 12/04/23 $325 Date 12/05/23 $325 *********** is scamming users and insurance companies.

  Business Response

  Date: 02/25/2024

  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 on our system, there was an order placed on November 23, 2023 for 2 PCR and 8 antigen under your name *** ****** with free shipping. Our free shipping usually take 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, and Headache.
  
  Your order for 2 PCR and 8 Antigen test kits makes it 10 test kits in total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled 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 November 23, 2023. While the last shipment was processed on December 12, 2023. Unfortunately, we were not able to receive any cancel order request, so we were able to ship all of your 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.
  
  Furthermore, please be guided that we are not funded by the government, our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You won’t be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that we will continue to work with your insurance company with regards to this claim, and as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well 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 these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair 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.

  Fast lab advertises for free COVID test kits. It said if you have insurance that is active you will not have to pay. I ordered once and gave my insurance info. I only ordered once but they have charged my insurance 10 times. I did receive the tests but it took several weeks to get them, and all of a sudden they just kept coming. Fast lab would not talk to me by phone only texting on their website with customer service. I told them that I only ordered once, why do I keep getting more test kits and my insurance being billed. They did not cancel the charges for the ones I did not order. I explained that somehow more test are getting ordered that I did not request. All they texted back was as long as my insurance is active I won't be billed. They would not address the issue that somehow orders are being created that I did not request.

  Business Response

  Date: 02/25/2024

  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 on our system, there was an order placed on November 17, 2023 for 2 *** and 8 antigen under your name *************** with free shipping. Our free shipping usually take 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: Exposed to Covid-19.
  
  To clear things out, 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. To avoid being billed, we kindly request you 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 it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled 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 November 17, 2023. While the last shipment was processed on December 02, 2023. Unfortunately, at the time when you reached out to us on December 9, 2023, all of the test kits has been shipped already and there is nothing left to cancel. 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.
  
  Furthermore, please be guided that we are not funded by the government, our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that  as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well 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 these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab