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:11/22/2023

  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 keep recieving covid kits in the mail from Fast Lab Technology in ******** that I did not order as I recieve my free test kits from the ** government and have tried to call their number ************ numerous times with no avil. Need to find out what the error is and return the items. I have rec'd three deliveries now.

  Business Response

  Date: 02/12/2024

  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 November 12, 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: Exposed to Covid-19.
  
  We're so sorry for the confusion. To clarify, in our order form we have a default quantity of test which is the 2 *** and 8 Antigen. I think you didn't edit the quantity that can be found at the bottom of the order form when you placed your order. 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.
  
  On your case, we were able to process the first shipment on November 12, 2023. While the last shipment was processed on November 21, 2023. There was still a remaining test kits that supposedly be ship out but since you were able to reach us on November 22, 2023 the remaining test kits has been cancelled through the help of one of our customer support. Since all of the test kits have been shipped, there will be no more test kits to be sent out to you. With that, 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.
  
  Furthermore, please be aware that we are not funded by the government, and 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.
  
  With regards to the accommodation through our phone number, there are times that we are experiencing a huge volume of calls, chats, and emails. Together with peak order times, there might be a chance that we've overlooked accommodating your call. We sincerely apologize for this oversight on our part. 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

• Initial Complaint

  Date:11/22/2023

  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 keep receiving test kits from this company and I never ordered any. Everyday I get test kits in the mail!!! I dont even know anything about this company! Please make them stop. I tried calling their phone number but no one ever answers. It just goes to auto hang up. How did they get my information?? I ordered kits directly from the government.

  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 October 30, 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: Exposed to Covid-19, Cough, Sore throat.
  
  We're so sorry for the confusion. To clarify, in our order form we have a default quantity of test which is the 2 *** and 8 Antigen. I think you didn't edit the quantity that can be found at the bottom of the order form when you placed your order. 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.
  
  On your case, we were not able to cancel any test kits because there was no cancel order request before the shipments was process. To be clear, we were able to process the first shipment on October 30, 2023. The last shipment was processed on November 13, 2023. Since all of the test kits have been shipped, there will be no more test kits to be sent out to you. With that, 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.
  
  Furthermore, please be aware that we are not funded by the government, and 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. We would also like to point out that we do not send out any test kits without properly documenting everything. On our website, there is an order form that every patient needs to fill out before we process the order. All of the patient's information is given there by the patient itself, and it will be in queue to be approved by our medical team.
  
  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

• Initial Complaint

  Date:11/21/2023

  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.

  Am sending me another set of Covid tests and one for them or else I have to pay if I dont send one test to them. They are charging ******** and I did not order a second test parts. Stop this company for their fraudulent practices.

  Business Response

  Date: 02/13/2024

  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 24, 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; Exposed to Covid-19, Fatigue, Congestion or runny nose.
  
  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 processed your order that 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. We do want to be transparent to you, kits that are mailed back to us unused will be billed directly to you as they become unusable. To avoid being billed, we kindly request you to simply use the kit and ship it back to us at $0 cost. 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.
  
  To be clear, we were able to process the first shipment on October 24, 2023. The last shipment was processed on November 15, 2023. Since there was no cancel order request between the given shipment dates, we are unable to cancel any of the remaining test kits. 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.
  
  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 ***************. 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

• Initial Complaint

  Date:11/21/2023

  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 was billed **** dollars from this company and it is impossible to reach anyone I was told they were free and now my insurance company will not pay

  Business Response

  Date: 03/25/2024

  Hi *****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on July 01, 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 reasons: Exposed to Covid-19, Fatigue, Loss of taste/smell, Congestion or runny nose, and Diarrhea.
  
  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.
  
  To be clear, we were able to process the first shipment on July 01, 2023. The last shipment was processed on July 23, 2023. Since there was no cancel order request between the given shipment dates, we are unable to cancel any of the remaining test kits. Since all of the test kits have been shipped, 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.
  
  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.
  
  At the time you place your order in our system, your order was approved because you have provided eligible insurance to cover it for you. We want to assure you that the order was charged according to the policy that was first used. In other words, the insurance that you provided when you placed the order will be the one to cover it for you. Rest assured that we will continue to work with your insurance company with regards to this claim 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:11/21/2023

  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 ordered free covid 19 tests end of October. Since then I have received three addtional shipments.I only ordered one shipment. I have e-mailed Fast Lab and asked them to stop shipping the tests because I do not want anymore. They are hard to contact and I can not get anyone at this company.I am afraid that they may come looking for money at some stage but do not see that they would have any rights for it.Thanks for listening to me,*********************************

  Customer Answer

  Date: 12/17/2023

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

  Business Response

  Date: 02/12/2024

  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.
  
  We're so sorry for the confusion. To clarify, in our order form we have a default quantity of test which is the 2 *** and 8 Antigen. I think you didn't edit the quantity that can be found at the bottom of the order form when you placed your order. 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.
  
  Upon thoroughly checking on our system, there was an order placed on October 29, 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 reason of being Exposed to Covid-19.
  
  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 clear, we were able to process the first shipment on October 29, 2023. The last shipment was processed on November 13, 2023. We have checked our records and we found out that you reached out to us on November 19, 2023 and our customer support was able to assist you saying that we will do our best to work with your insurance agency regarding the claims. Since all of the test kits have been shipped before you reach out on November 19, 2023, we are unable to cancel any remaining test kits. With that, 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.
  
  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

• Initial Complaint

  Date:11/21/2023

  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 went to Fast Lab Technologies to order masks. I filled out information on myself, no financial information as I changed my mind before I clicked "sign up". I left the web site then received an email thanking me for my order.I have been receiving tests for a week now. I won't open them and plan on returning them. I changed my debit card just in case.Help. They are crazy and dangerous. I am afraid they are going to bill me for the tests.

  Business Response

  Date: 03/25/2024

  Hi ****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Before anything else, we would like to clarify that our system will not process or place an order successfully if not all of the details have been filled in with the necessary information. Also, we have a strict procedure that needs to be followed before we will accept your order through our system. You should be approved by our medical team, and you have eligible insurance to cover your testing.
  
  Upon thoroughly checking on our system, there was an order placed on November 14, 2023 for 2 *** and 8 antigen under your name ************************* with free shipping. Our free shipping usually take upto 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 October 24, 2023. While the last shipment was processed on November 15, 2023, Unfortunately, we did not receive any order cancellation requests, so we were able to process the shipment of all of your test kits. 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, and we will no longer send you any.
  
  Furthermore, 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. 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.
  
  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:11/21/2023

  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.

  On 9/15/23 I ordered a covid test kit advertised as FREE (all over their website) from Fast Lab Technologies. On 9/29/23 received a sample collection kit (containing both a Rapid Test and PCR Test), but by this time I was completely well. On 10/14 and again on 11/06 I received an additional 4 unrequested kits. Tracking Numbers: ***************************************************************************************************************************************Then on 11/20/23 I received an Explanation of Benefits from my insurance provider detailing 8 claims ($325/ea on 9/28,9/29,10/02,10/03,10/19,10/20,10/22,10/23) from Fast Lab for Lab Work never conducted. I still had the unused sample collection kits in my possession. Ironically even Fast Labs Order Tracking database shows Only 5 shipments, not 8! I notified my insurance provider of the issue and they initiated Fraud and Abuse reporting. I also notified ******** of the problem and curiously being my primary they had not received any payment requests from Fast Lab. At this point I have received no emails or documentation from Fast Lab outlining any charges.On 11/20 I attempted to contact Fast Lab by phone, but was instead directed to use their Chat Help feature on their website which was pointless. I requested they stop sending test kits and call me with an explanation of their charges on my EOBreceived no response. I should have checked their Internet Reviews before hand. I read that many others hab experienced the same problems with Fast Lab and that the business is little more than a fraudulent SCAM operation.I would like to return the test kits and avoid any future billing issues with Fast Lab. Hopefully BBB can help me in this endeavor.Thank You,*********************

  Customer Answer

  Date: 12/16/2023

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

  Business Response

  Date: 03/25/2024

  Hi ****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on September 25, 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  reason of being exposed to Covid-19.
  
  In addition, in our order form we have a default quantity of test. 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 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. We do want to be transparent with you; kits that are mailed back to us unused will be billed directly to you as they become unusable. To avoid being billed, we kindly request that you simply use the kit and ship it back to us at no cost. 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. At the time when you contact us on November 20, 2023 through our helpdesk, we were unable to process a cancellation due to the fact that all of the test kits were already shipped out. 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 summarize the shipment and content of your packages please check the following below:
  
  1st shipment box - 1 ***, 1 Antigen Shipped on September 25, 2023
  2nd shipment (bubble mailer) - 2 Antigen Tests Shipped on September 28, 2023
  3rd shipment (bubble mailer) - 2 Antigen Tests Shipped on October 01, 2023
  4th shipment (bubble mailer) - 2 Antigen Tests Shipped on October 19, 2023
  5th shipment box - 1 ***, 1 Antigen Shipped on October 23, 2023
  
  This is to address your concern with regards to the total shipment. The claims that you've received from your insurance provider are not directly based on the total shipment; hence, they are about the test kits that were ordered from us.
  
  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 ***************. 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

  Customer Answer

  Date: 04/01/2024

  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:11/20/2023

  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.

  Company said free COVID then charged my insurance ****** plus , I sent test back and cancelled, still sent more, sent them back too , such a scam

  Business Response

  Date: 02/12/2024

  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 October 20, 2023 for 2 PCR and 8 Antigen under your name ****** Mccoy with free shipping. Our free shipping usually take upto 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the reason: Exposed to Covid-19.
  
  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 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 clarify, we were able to process the first shipment on October 20, 2023. While the last shipment was process on November 08, 2023.
  
  Since all of the test kits are already sent out and was shipped, we can no longer cancel those. With that, 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. Also, please consider that you can still use these tests until the expiration date on the box. If you'd like to send those in for fast results, we're always happy to get your results.
  
  Furthermore, we are always providing information to our patients that our COVID-19 test's regular cost is $125. We also 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. 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 are 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 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:11/20/2023

  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.

  I ordered a free antigen test but was sent an antigen test and a test that I also was expected to mail back. I had explained to the nurse in a chat that I was only ordering tests for future exposures, that I had just tested negative, and used my last test. When the package came it said I would be charged if I did not return in 7 days. I had no reason to test as I was already negative. Now I have received two more unordered antigen tests. I do not trust this business! I have tried to contact them, but got no response thru chat not.

  Business Response

  Date: 02/12/2024

  Hi ***,
  
  Thank you for reaching out to us with your concern. We're so sorry for the confusion.To clarify, in our order form we have a default quantity of test which is the 2 PCR and 8 Antigen. I think you didn't edit the quantity that can be found at the bottom of the order form when you placed your order. 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 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.
  
  Upon thoroughly checking on our system, there was an order placed on October 26, 2023 for 2 PCR and 8 Antigen under your name Ann Neuner with free shipping. Our free shipping usually take upto 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the reason: Exposed to Covid-19, and Sore throat. You also mentioned this one to the nurse who assisted you when you placed the order.
  
  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 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 clarify, we were able to process the first shipment on October 26, 2023. While the last shipment was process on November 13, 2023. Since there was no cancel order placed before all shipments, we can no longer cancel those. All of the test kits are already sent out and was shipped therefore there will be no test kits to be sent out in the future. We will no longer contact you. We will no longer bill your insurance for any kits from our company 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 a 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.
  
  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 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:11/17/2023

  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.

  On 11/4/23 I ordered one free test from Fast Lab, after receiving it I did as instructed. I keep receiving more tests that I have NOT ordered. I am afraid they are continuing to bill my insurance. I am not able to contact them to tell them to stop. I have been refusing and returning to sender all the kits I get in the mail. I now believe this place was a a huge scam

  Business Response

  Date: 02/13/2024

  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 November 04, 2023 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 team on the same day because of the following symptoms that you inputted on our system upon placing the order: Exposed to Covid-19, Cough, Difficulty breathing, Fatigue, Headache, Congestion or runny nose.
  
  We were able to shipped 2 PCR and 7 Antigen test kits which makes it 9 test kits in total and was 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 be informed that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  I was also able to check our records and we acknowledged your message on November 18, 2023 when you ask us to stop sending you more kits. One of our customer support was able to tell you that we already shipped all of the test kits at that time and was informed as well that there will be no more test kits to be delivered.
  
  Upon checking as well, the 4th shipment that the **** tried to deliver at your house was refused. Please consider that you can still use these tests until the expiration date on the box. If you'd like to send those in for fast results, we're always happy to get your results.
  
  To summarize the shipment and content of your packages please check the following below:
  1st shipment box - 1 PCR, 1 Antigen Shipped November 04, 2023, Delivered November 08, 2023
  2nd shipment (bubble mailer) - 2 Antigen Tests Shipped November 08, 2023, Delivered November 20, 2023
  3rd shipment (bubble mailer) - 3 Antigen Tests Shipped November 13, 2023, Delivered November 21, 2023
  4th shipment box - 1 PCR, 1 Antigen Shipped November 16, 2023, Refused and returned November 20, 2023
  
  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 are 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 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