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:12/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I. ordered 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 other 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 bklling.

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Fast Lab has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:12/07/2023

  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.

  I ordered this service aoubt 4 weeks agoa nd wish to stop this service ,have received 4 kits and never returned one and do not need the service or want it. I have contacted seller and they do not respond. Please help me get it stopped as think itis a scam for health insurance.

  Business Response

  Date: 03/25/2024

  Hi *******,
  
  I'm sorry to hear about the trouble youve experienced. We understand your frustrations and we're committed to resolving any issues you may have encountered.
  
  After a thorough review, our records indicate that an order was made under your name, ************************* for 2 PCR kits and 4 antigens on November 21, 2023. On the same day, you messaged our telehealth that you were exposed to COVID-19 and your order was approved.
  
  Furthermore, I would like to highlight that we are not a scam. There may have been some confusion regarding our service details. This service entails that we offer a $0 out-of-pocket cost for COVID-19 tests given that your insurance is active and eligible for COVID-19 test kits, and if you meet the medical necessity after telehealth consultation.
  
  May we also clarify through what channel youve tried to reach us and got no response? This will help us improve our services. Moving forward, you can message us at our website fastlabhelp.com. Feel free to message us and our customer representatives are available 24/7 to provide support and address any of your concerns.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:12/06/2023

  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.

  I accidently ordered a free covid test thinking it was a government site. So far fast labs has filed 10 claims on my medical insurance at $425 each. They keep sending me kits without my request. There is no way to get them to stop.

  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 on our system, there was an order placed on November 11, 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, and Medical referral.
  
  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 November 11, 2023. While the last shipment was processed on November 23, 2023. Unfortunately, there was no cancel order request, so we were able to ship all of the test kits that was ordered under you name. Since all of the test kits have been shipped, we will no longer contact you. We will no longer send any test kits. We will no longer bill your insurance for any kits from our company 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 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:12/06/2023

  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.

  November 26, ************************** home testing kits. So far received 5 kits within two weeks. These are NOT in home kits, you must mail them back for results.The phone number for fast labs does not exist. Just keep tossing them in the trash!

  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 on our system, there was an order placed on November 20, 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, Muscle or body aches, Congestion or runny nose, and Diarrhea.
  
  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 November 20, 2023. While the last shipment was processed on December 02, 2023, Unfortunately, at the time when you contact us through chat on December 22, 2023 all of the test kits has been shipped already and you were inform by our customer support about the *** test kit. Since all of the test kits have been shipped, we will no longer contact you. We will no longer send any test kits. We will no longer bill your insurance for any kits from our company, 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:12/04/2023

  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 labs stated on their website that their Covid tests are free and they just sent the bill to my insurance. They sent 7 kits with no information or instructions/ invoices. each kit costing $325 ($2275).

  Customer Answer

  Date: 12/29/2023

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

  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 on our system, there was an order placed on October 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; Exposed to Covid-19, Muscle or body aches, Headache, Sore throat.
  
  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 PCR test. The PCR 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 PCR 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 PCR and 8 Antigen test kits makes 10 test kits in 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.

  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 October 20, 2023. While the last shipment was processed on November 08, 2023. In your case, we were unable to cancel any test kits due to the reason that we already shipped it all before you reached out to us January 03, 2024 when you ask for a cancellation. This is based on the chat record from our system. Since all test kits are already shipped, there will be no more test kits sent out moving forward.
  
  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 **************** 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:11/30/2023

  Type:Product 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.

  Fast Lab advertises free Covid tests (with valid insurance). They do not tell you if your insurance is valid before you order, just that they will contact the insurance. I assumed that meant that if the insurance is not valid, they will not send any tests. I ordered in September and saw 2 declined claims on my insurance. Fine, no email or contact from Fast Lab, must be a no. But in late November, I started receiving packages of 1-2 tests each. One PCR (apparently must be sent back to the lab or they charge you; I sent it back) and 2 different packages with home tests. This amounts to 5 total. The packages have no information- no packing slip, info from the company, instructions, etc. The only one that had anything was the **** which said it must be sent back and had a QR code with instructions. After receiving those packages I saw the next 4 claims (all denied) on my insurance. I reached out to the company (they offer chat and phone) by chat to try to get an explanation. They offered none, said I had to talk to my insurance, and would not clearly answer if there would be more claims or what any next steps are. There is also no way to record this conversation- I was told to take a screenshot. I clicked "continue chat in email" and sent a more complete set of questions. I will update if I get a reply. Based on their utter lack of communication and customer service, I highly recommend against ordering from them. If my insurance had not declined the charges, they would be $325 each (times 6 as of 11/29). This is over $100 more than Labcorp's basic bloodwork, fyi- for a COVID test!

  Customer Answer

  Date: 12/24/2023

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

  Business Response

  Date: 04/03/2024

  Hi *******
  
  I hope that this email finds you well. We appreciate your effort on reaching out to us and we sincerely apologies for any confusion or inconvenience you've experienced.
  
  Upon thoroughly checking on our system, there was an order placed on September 06, 2023 for 2 PCR and 8 Antigen under your name Elliot Allen with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order for 2 PCR and 8 Antigen test kits makes it 10 test kits in total are shipped in separate packages with a delivery date interval. This type of shipment process is to give you the chance to cancel the remaining scheduled test kits 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.
  
  On our end, we were able to process the first shipment on September 06, 2023 right after you placed the order. While the last shipment was processed on November 28, 2023. And on our record, it shows that upon reaching out to us on November 29, 2023 all of the kits were already shipped. Since we already shipped all of the orders our company will no longer contact you. We will no longer send any test kits. We will no longer bill your insurance for any kits from our company as we will no longer send you any.
  
  We offer a no-cost COVID-19 test if your insurance is active and up to date and if you qualify based on your reason for testing specified upon ordering on our website. The requirements for a $0 cost testing are as follows: Experiencing symptoms, Exposed to someone with COVID-19, Living or working in a congregate setting, Asked to get tested by a healthcare professional, contact investigator, or public health department. If the insurance is verified ineligible, no test kits will be sent to you. On your case, our Telehealth/medical team was able to finalized your order due to the reason that you've specified when you order on our website, and the reason was you were exposed to Covid-19. Also, the insurance information that you provided upon placing the order was eligible.
  
  Rest assure that we will continue to work with your insurance company with regards of 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 adjustment due to the reason 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 concerns you may have. Please take note that we will try our best to answer your emails within 24 hours but during peak orders these times may be extended to 48 hours.
  
  We thank you for your patience and understanding as we work through these issues. We appreciate your feedback and your satisfaction remains our top priority.
  
  Kind regards,
  
  
  

  Customer Answer

  Date: 04/05/2024

  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:11/27/2023

  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.

  As my pharmacy didn't have any free home test and I was sick on 11/6/23, I ordered the same day on Fast Lab technologies one free home test kit on their website. Their website showed up for ********** free home covid tests, letting ** think it was the free test we can access.I have never received anything until this week starting this Monday 11/21/23. They have been sending me successively 5 kits. My insurance ***** sent me a message this week about my recent visit to Fast Technologies on 11/07/2023 (I have never visited this company) and saying this visit may have resulted in a higher bill than I expected as it's out of network.It looks like a scam as I ordered one and it was supposed to be free.None of these tests have been used and activated of course. They haven't charged me yet but it might happen soon. My claim is to report Fast Lab technologies for scam, return these kits and stop sending me more kits. There is no way to contact them on their website. We can't reply their email as it's no-reply. Thanks for your help.

  Business Response

  Date: 02/13/2024

  Hello *******,
  
  Thank you for contacting us about your order, and we apologize for any confusion.
  
  We would like to inform you that we are not funded by the government and we are not part of the free COVID test program provided by the government.
  
  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 11-07-2023 for 2 PCR and 8 antigen test kits with the reason "Cough, Sore throat".
  
  To summarize the shipment and content of your packages please check the following information below:
  •1st shipment box - 1 PCR, 1 Antigen – Shipped November 07, 2023,
  •2nd shipment (bubble mailer) - 3 Antigen Tests – Shipped November 16, 2023
  •3rd shipment (bubble mailer) - 2 Antigen Tests – Shipped November 20, 2023
  •4th shipment box - 1 PCR, 1 Antigen – Shipped November 24, 2023
  
  We also checked our system and there is no history of any cancellation request. 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

  Customer Answer

  Date: 02/13/2024

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

  
  

  I understand that Fast Lab is not funded by the government and they are not part of the free COVID test program but their communication is still confusing, making people like me think it is.

  Moreover, as my claim and my documents mentioned, I only ordered one test. I have never ordered the other ones.

  So this is scam and they should refund my insurance about these additional kits they sent as it they have never been ordered. 

  
  

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

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

  Business Response

  Date: 04/03/2024

  Hey *******!

  We understand the frustration with the order confirmation you received but that order confirmation was confirming the entire order and not just an order for one test. 

  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 is require 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.

  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.

  Our billing team will have this resolved and please don't hesitate to reach out to us for any other comments or concerns at ***************.

  Kind Regards,

• Initial Complaint

  Date:11/27/2023

  Type:Product 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 Thought i was ordering free covid test . Turns out i was tricked to think that these test were free . they are charging my health ins. I have not paid anything out of pocket. they have sent me three separate test kits i have not authorized i do not want these tests. this is a scam . you try to call the number to cancel you cant talk to anyone you have to text . I text them to cancel this they said they canceled.I just want to make sure.they stop I Called my insurance, they were billed for these test. did not receive a reference number for cancellation . They promised the test kit in three days , received it in three weeks no use for it now

  Customer Answer

  Date: 12/21/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab regarding complaint ID ********.
  I Have not received anything else from Fast Lab.
  Sincerely,
  
  **************************;
  

  Business Response

  Date: 02/13/2024

  Hi *******,
  
  I hope this email finds you well. I appreciate you reaching out and providing details about your recent ordering experience with us. I want to extend our sincere apologies for any confusion or inconvenience you've experienced.
  
  Upon checking, we your order for 2 PCR and 8 Antigen test kits, under your name ***************************, last October 26, 2023 with free shipping and for free shipping, it typically takes around 2-5 business days depending on your location. Your order was approved by our medical team for the reason of having the test kits, having the following symptoms, Cough, Sore throat.
  
  Your order for 2 PCR and 8 Antigen test kits makes it ************************************ separate packages with a delivery interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled orders if you dont need the rest of your ordered test kits anymore. Please be informed that we can only cancel orders that are not processed yet or orders that are yet scheduled to ship but for in-transit and shipped ones we can no longer cancel those.
  
  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 verified eligible, you will receive your test kits and your insurance will cover for you and your insurance will pay Fast Lab. If verified ineligible no test kits will be sent to you.
  
  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.
  I have also checked that you have reached our customer chat support and that was last November 22, 2023 to have your order cancelled and that the customer support responded the cancellation of your order has been initiated. It was utterly a mistake on our side that our staff have missed to checked your order information that during the time you were requesting to have your orders cancelled, all of the test kits were already successfully delivered. Therefore, the request of your order cancellation was after the shipment of all test kits and can no longer be cancelled.
  
  I deeply apologized for this obvious lapse made on our side for not thoroughly checking your order information and before confirming if we can still have your order cancelled.  I am genuinely sorry for any frustration or inconvenience this has caused on your end. We will make sure to improve our service in assisting you, with your feedback.
  
  Furthermore, our company will no longer contact you. We will no longer send any test kits. We will no longer bill your insurance for any future kits from our company as we will no longer send you any. We have never sent a bill to our patients and we will not send you any, but your insurance provider may send some from previous costs of our testing. We aren't legally allowed to delete customer data due to HIPPA but your data will be protected and not used for any purpose unless reinitiate contact with us and use our services.
  
  If there's anything specific, you'd like to discuss or if you have additional concerns, please feel free to reach out. We are here to assist you and ensure a satisfactory resolution.
  
  Thank you for your patience and understanding as we work through these issues. We appreciate your feedback, and your satisfaction remains our top priority.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 02/15/2024

  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:11/27/2023

  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.

  In mid September, I was sick and went online to order "Free Covid" tests. Immediately after ordering an antigen and *** test, they showed that I had ordered 2 of each. I connected with chat and she assured me one would be cancelled. I received and took both tests. The *** came back inconclusive several days later. The next day, I received another two packages. Now I have seen that they have billed my insurance $650 dollars - both declined on September 14th and 15th. I have not received a bill, but I am concerned that I will. I have not used either of the second two tests they sent. The address on the kits are a virtual address in ********. The Website displays prominately, "Order $0 Test kits."

  Business Response

  Date: 02/13/2024

  H* *******
  
  I hope this email find you well. I appreciate you reaching out and providing details about your recent ordering experience with us. I want to extend our sincere apologies for any confusion or inconvenience you've experienced.
  
  Upon checking, we received your original order for 2 PCR and 8 Antigen test kits and was modified to 1 PCR and 7 Antigens with your request that you don’t need the PCR test but was explained to you that we send test kits always in two types, then you agreed with the changes. The order was under your name ****** ******** and placed last September 8, 2023 with free shipping and for free shipping, it typically takes around 2-5 business days depending on your location. Your order was approved by our medical team for the reason of having the test kits, having the following symptoms, Cough, Difficulty breathing, Muscle or body aches, Headache, Congestion or runny nose, Nausea, Vomiting, Diarrhea.
  
  Your order for 1 PCR and 7 Antigen test kits makes it 8 test kits in total and shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled orders if you don’t need the rest of your ordered test kits anymore. With that said, we can only cancel orders that are not processed yet or orders that are yet scheduled to ship but for in-transit and shipped ones we can no longer cancel those. Also please be reminded that we were able to process the first shipment on September 8, 2023 while the last shipment was process on September 20, 2023.
  
  On a separate note, you mentioned about your PCR test result came out late and inconclusive. Please be guided that returned PCR tests that are not properly conducted will result to “Inconclusive.”
  
  On top of it, our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance, you won’t be paying out of your pocket. Once verified eligible, you will receive your test kits and your insurance will cover for you and your insurance will pay Fast Lab. If verified ineligible no test kits will be sent 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 balance. Furthermore, we are unable to do a bill adjustment due to all the tests being sent out and delivered to ****** as the patient.
  
  In the future, if there's anything specific, you'd like to discuss or if you have additional concerns, please feel free to reach out. We are here to assist you and ensure a satisfactory resolution.
  
  Thank you for your patience and understanding as we work through these issues. We appreciate your feedback, and your satisfaction remains our top priority.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:11/22/2023

  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 Tech has repeatedly billed my insurance company for labs not ran drawn or ran by this company or any company. I have had no Labs done.

  Business Response

  Date: 02/13/2024

  Hi *******,
  
  I hope this email finds you in good health. We are grateful that you took the time to contact us, and we truly apologize for any misunderstanding or trouble it may have caused you.
  
  Upon thoroughly checking on our system, there was an order placed on September 21, 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 reasons; Fever, Chills, Cough, Fatigue, Headache, Sore throat.
  
  In addition, in our order form we have a default quantity of test which is the 2 *** and 8 Antigen. It can be 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 process your order you we're not able to 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 8 antigen test kits for future use as long as it is not expired and you will see the details on the box. You can always reach us for 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. Since all of the test kits have been shipped, we will no longer contact you. We will no longer send any test kits. We will no longer bill your insurance for any kits from our company as we will no longer send you any.
  
  To be clear, we were able to process the first shipment on September 21, 2023. The last shipment was processed on December 07, 2023. Checking our records, we found out that you reach on to us on December 13, 2023 because you keep getting test kits on your mail. One from our customer support team informed you that we can no longer cancel any test kits since we already shipped it all.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge provided that you have a valid and eligible insurance, you wont be paying out of your pocket. Once verified eligible, you will receive your test kits and your insurance will cover for you and your insurance will pay Fast Lab. If verified ineligible no test kits will be sent to you.
  
  Rest assure that we will continue to work with your insurance company with regards of 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 adjustment due to the reason 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 problems. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab