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:01/03/2024

  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.

  Fast Lab has repeatedly sent "free" (numerous) Covid testing kits to my home and they are charging my insurance company for these tests. I've never sent anything to them for testing. The phone number is a recording. They offer a "chat" helpline, but only give you a list of FAQs to refer to. I cannot reach an actual person. I've already spoken to my insurance company: they have denied 8 separate claims from Fast Lab, as out of network. I have not received a bill from Fast Lab, yet. They are very misleading - I thought I was getting free government tests. My insurance company is forwarding my complaint to their fraud department. This company needs to be investigated! They are charging insurance companies for numerous unsolicited Covid tests they keep sending to me.

  Customer Answer

  Date: 01/29/2024

  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 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.
  
  Although we have a $0 cost provided with your valid and eligible insurance program, we are not funded by the government and we are not part of the free COVID test program provided by the government.
  
  We carefully checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated November 25, 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 11/25/2023 while the last package was processed 12/20/2023, and all of your orders were successfully delivered.
  
  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 being Exposed to Covid-19, and experiencing the following symptoms such as Loss of taste/smell, Sore throat, and Congestion or runny nose.
  
  You mentioned reaching out to our customer chat support; indeed, we have a chat history dated January 2, 2024 with you complaining of receiving the test kits and if your insurance will be charged for it and you asked also in the chat if how can you stop receiving the test kits. During this time of our chat your order were already delivered.
  
  Our chat system happened to show you our help desk first in case your concern is answerable within given answered frequent asked questions before our customer support can assist you.
  
  Moreover, charges will apply accordingly as the test kits were already sent to you. We will continue to communicate with your insurance regarding the claims and to make sure nothing will be billed to you.
  
  Furthermore, we will no longer contact you in any way regarding this matter upon your request.
  
  But in case you need further assistance please dont hesitate to reach to us and we will be glad to assist you.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service 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.

  We have received 2 Covid tests - one saliva and one nasal and we did not order them, they came through **** They say online that this is a total scam and they send the bill to your insurance company first, the insurance company denies it and then they send the bill to you. We don&#**;t know how they got our name.We would no further contact by the business and to shut this business.

  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 October 16, 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: Exposed to Covid-19, Cough, Difficulty breathing, Fatigue, Sore throat.
  
  Your order for 2 PCR 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.
  
  Please know that we already shipped all of your test kits, so 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 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:01/02/2024

  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.

  I ordered what I thought was a free COVID test from this company possibly in November, 2023. I have received several packages from the company with an odd assortment of tests with no instructions on anything. I found out that they billed my insurance company, **************** $325.00. I spoke with a representative at Humana and in total, they paid $325.11 to this company. I never authorized those charges. The Humana representative is filing a claim against the company on my behalf. He also told me that they cannot block any further charges as I requested, and that I would have to call the company directly.

  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.
  
  Since we verified your insurance eligible, we were able to process your order. We thoroughly checked your order information in our system and received an order under name ************************* dated November 02, 2023 for 2 PCR and 8 Antigen test kits 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 11/02/2023 while the last package was processed 12/21/2023, and all of your orders were successfully delivered.
  
  Please be guided accordingly that there is a section in our order form, before you can check out your order, that asked you for consent with the terms of use and privacy policy for the test kit you ordered.
  
  With that said, your order was received and processed together with the approval of our medical professionals to your order for the reason of having the test kits experiencing the following symptoms such as Fatigue, and Congestion or runny nose.
  
  On the other hand, charges will apply accordingly as the test kits were already sent to you. We will continue to communicate with your insurance regarding the claims and to make sure nothing will be billed to you.
  
  For further assistance or any inquiries, our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any concerns you *** have.
  
  Should you have any additional questions or require further assistance, please feel free to reach out.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/02/2024

  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.

  I went on site and gave my Information also my medical insurance information and then they emailed me back after saying the tests were free saying my insurance denied it and they wanted money. I stated I was no longer Interested in their services but they have all my Information now. This is a scam I believe.

  Customer Answer

  Date: 01/28/2024

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

  Business Response

  Date: 02/23/2024

  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 December 29, 2023 for 2 PCR and 8 antigen under your name ****** Bowden 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, Fever, Cough, Fatigue, Muscle or body aches, Headache, Loss of taste/smell, Sore throat, Congestion or runny nose, Diarrhea.
  
  Furthermore, please be guided that 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.
  
  The email that was sent to you was part of our verification process. And since you responded to the message stating that you are no longer interested, we no longer proceeded with the verification process, and we managed to cancel your order. Rest assured that there will be no test kit sent to you because we already cancelled it before the shipment process. Also, we no longer have your information in our records, so please be at ease.
  
  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:12/27/2023

  Type:Order 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 was searching for free COVID tests online and I found Fast Lab. They stated that they would send 4 rapid tests and bill my insurance. I received 2 rapid tests. Then I received 7 claims (alleging there were 7 tests) charging over $300 for each one. I contacted the fraud department at my insurance, and they have opened an investigation. I want the company to stop sending me tests, and stop submitting fraudulent claims to my insurance.

  Customer Answer

  Date: 01/21/2024

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

  Business Response

  Date: 03/20/2024

  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 December 6, 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: Fatigue.
  
  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. 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 December 6, 2023. While the last shipment was processed on January 4, 2024. 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.
  
  Rest assured that we will continue to work with your insurance company with regards to the 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

  Business Response

  Date: 04/03/2024

  Hey *******,

  I'm so sorry you had a bad experience with our company but we aren't looking to be misleading, dishonest and deceptive. We can't get into specifics about our work with your Medicare provider but please know that the cost was not charged to you and just because the amount reflected you feel is high, doesn't mean we are fraudulent.

  We also want to highlight that our laboratory is CLIA-certified and our test kits are ****approved. We are a fully registered and licensed company that operates in accordance with all applicable laws and regulations. We have helped countless customers with their needs. You can trust that we are a legitimate and trustworthy company.

  Once again, we are very sorry for the experience you have but we will no longer contact you, send any test kits, or submit further claims on your past orders to your insurance. This is what you asked of us to satisfy your settlement that you've specified to BBB. Could you please approve this as the settlement you desired when you have a chance.

  Kind Regards,

  Customer Answer

  Date: 04/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/20/2023

  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.

  I was advertised a free Covid test online and ordered it online through Fast Lab back in August. By the time one got to me, I no longer needed it. Then more tests started showing up. (Im not sure how many because we no longer live at the address and the address had shipping issues.) Now they have sent TEN claims to my insurance company for $325 each for a total of $3250 for lab services that dont exist.

  Customer Answer

  Date: 01/14/2024

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

  Business Response

  Date: 03/20/2024

  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 2, 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, Fatigue, 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 *** test is required to be returned to us within 7 days. 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 2, 2023. While the last shipment was processed on September 14, 2023. Unfortunately, we did not receive any order 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.
  
  Rest assured that we will continue to work with your insurance company with regards to 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 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:12/20/2023

  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.

  Approximately mid-November 2023, looking for a no-cost COVID test, I went to a website hosted by Fast Lab *************************************). I requested a single COVID test kit, with the understanding that it would be at no cost, as the kits had been provided for years and as advertised on their website. Over the next several weeks, I received a total of 5 packages from Fast Lab. They have billed my *************************** for 6 kits. I never intended to order any of these kits if there was going to be a charge. Now they have billed UHC $325 x 6. UHC has already paid these claims in part (totaling $1,211.31 with $738.69 purportedly owed by me), but the claims are fraudulent. I emailed Fast Lab on 12/19/2023 ************************************** requesting they rescind all of the claims and provide a means for me to return the kits as all of the packages are unopened. I have also asked them not to send any more test kits or other items. That email, to ************************************* bounced as undeliverable. A letter will be sent to them today via certified ** mail at *******************************************.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab regarding complaint ID ********. In addition, I sent them a certified letter, and the letter was returned marked "refused."
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 02/23/2024

  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 19, 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. 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 19, 2023. While the last shipment was processed on December 1, 2023. Unfortunately, we did not receive any order cancellation requests between the given dates of scheduling the shipment, 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 test kits.
  
  Furthermore, please be guided that 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 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 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:12/19/2023

  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 thought the test kit was free. But my insurance company was billed twice for $325 for each time. I am very glad they only paid your company $40.55 & $50.28. I still will report this to my insurance company!

  Business Response

  Date: 02/23/2024

  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 20, 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: Muscle or body aches, 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 PCR test. The PCR test is required to be returned to us within 7 days. 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 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 20, 2023. While the last shipment was processed on December 2, 2023. Unfortunately, we did not receive any order cancellation requests, 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 test kits.
  
  Furthermore, please be guided that 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 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 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:12/18/2023

  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.

  Company said free covid test. Received within 1 week. Next week received another package. To be sent back to their lab for a charge . Sent package back un-used. I Did not order any other test. I do not want my insurance billed for something I did not request.

  Business Response

  Date: 02/23/2024

  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 December 2, 2023 for 2 PCR and 8 antigen under your name Janet Deaton 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 PCR test. The PCR test is required to be returned to us within 7 days. 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 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.
  
  We were able to receive an order cancellation request, and we managed to cancel the remaining scheduled orders. So we were only able to ship 1 PCR and 7 antigens, for a total of 8 test kits. Since all of the test kits have been shipped, we will no longer contact you. 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 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.
  
  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:12/11/2023

  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 is advertising FREE home tests. Then bill my insurance for$325 each time they send ANOTHER kit. Which have never been used. This has got to be stopped they are scamming patients and their insurance.

  Business Response

  Date: 02/23/2024

  Hi **** ****,
  
  Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your disappointment and want to address your concerns.
  We understand how important clarity is when it comes to our services, and we apologize if there was any confusion regarding our advertisement.
  
  Our intention is to offer COVID tests with a $0 out-of-pocket cost to our clients as long as your insurance is eligible and valid and if you have experienced COVID-19 symptoms. This means that, as long as your insurance is eligible and valid, you won't have to pay anything directly for the service. However, it's important to note that this doesn't mean the tests are entirely free, as the cost is covered by your insurance provider.
  
  Upon reviewing our records, it appears that you ordered 2 PCR tests and 8 antigen tests on September 25, 2023. We werent able to cancel any test kits because there was no cancel order request before the shipments were processed. The initial shipment was successfully processed on September 25, 2023, while the final shipment was completed on October 18, 2023. As all test kits have now been delivered, there are no further shipments scheduled for you and we will refrain from sending any additional test kits. Rest assured, we will discontinue billing your insurance for any further kits from our company, as none will be sent to you going forward.
  
  We strive to provide transparent and accurate information about our services, and we regret any misunderstanding that *** have occurred. Your feedback is invaluable to us as we continuously work to improve our communication and ensure our clients have a positive experience.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. You can message us at our website fastlabhelp.com and our customer representatives are available 24/7 to provide support and assistance. We appreciate your understanding and the opportunity to clarify this matter.
  
  Kind regards,
  Fercy