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:10/26/2023

  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 on a site by accident to order free covid tests. Its a scam. Fraud , They keep sending me tests and I have read reviews that they bill people thousands of dollars. The company is FAST LAB TECHNOLOGIES LLC. ***************************************************. I tried calling and they tell you to go to the online chat. The online chat is bogus asking more personal information. I typed in stop sending tests and it said do you want to play a game while we find your answer. Please get this company to stop sending me tests. They are a scam. Fraud

  Customer Answer

  Date: 11/20/2023

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

  Business Response

  Date: 03/20/2024

  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.
  
  Based on our chat history with you dated September 25, 2023 we only received your message, requesting for free home test kits. Unfortunately, there were no records of you requesting to cancel the order, unless otherwise no name or email address provided to pull out your information in our system, to apply necessary action of your request.
  
  We carefully checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated September 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 09/25/2023 while the last package was processed 10/19/2023, and all of your orders were successfully delivered to the address you provided with us.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19.
  
  Charges will apply accordingly to your insurance for the test kits sent to you. We will continue to communicate with your insurance regarding this claim and make sure nothing will be billed to you as your insurance is verified eligible.
  
  Moving forward, for future concerns and further concerns you may reach out to our customer chat support 24/7 and we will be glad to assist you to the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/25/2023

  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.

  Hello I am new to ********* And when I heard that FREE covid tests would be available again in Sept 2023. I went online to get it. the company listed that the two tests would be FREE. Fast Lab Technologies LLC *************************************************** ************ sent me a damaged package then subsequent tests with no invoice, instructions etc.They keep sending these and I did not request but only two.HOWEVER I have noticed that they are billing my ******** which is denied.These test show in ******** at a cost of $325.00 each.I believe this is a scam against not only me but *********I have read lately that many people have been affected by this scam.I have not received a billing as of yet.I am nervous to disclose any info with ******** Tech. company.No phone number available nor working ********** email Online chat only I asked to be cancelled and they would not provide a cancellation number.I looked like they could be sending a total of 10 covid test which I have not used and nor did it have instructions for a person to use it.This mail order company needs to be shut down to protect the people from being taken advantaged of.

  Customer Answer

  Date: 11/18/2023

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

  Business Response

  Date: 02/23/2024

  H* ****
  
  I hope this email finds you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible no test kits shall be sent to you.
  
  We thoroughly checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated September 25, 2023 under your name Bee ********* 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 09/25/2023 while the last package was processed 10/24/2023, and all of your orders were successfully delivered to the address you provided with us.
  
  Please be informed that our test kits instructions are available online and are printed in a form of link present in the sticker inside the box for PCR test and for antigen test kit it is printed in the antigen test device cover film.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19
  
  We have checked our chat history with you dated 10/25/2023 requesting to cancel your order however during the time of request, all of your order have already been delivered. Therefore, no cancellation number shall be provided.
  
  You mentioned also about sending you with damaged package and no invoice. Please be guided accordingly that we do provide replacement for damaged product delivered as long as it is proven that the product has manufacture defects upon receiving and if it is proven delivered box damage is due to weather condition or it involves courier delivery manner, such replacement condition is stated in our term of use. Rest assured we do not ship defective products to our valued customers unless otherwise unforeseen circumstances which caused the product defective upon delivery such as example reasons mentioned above.
  
  As for invoices, other transactions and other documentations, shall be between your insurance company and us, the provider only. Thus, your insurance will provide you with your EOB, no billing will be directly sent to you.
  
  Billing of charges will apply accordingly to your insurance for the test kits sent you and we will continue to communicate with your insurance regarding the claim and make sure nothing will be billed to you.
  
  We assure you; your information is protected under HIPPA and such sensitive information shall not be disclosed nor given away without permission or consent of the owner or not to be disclosed at all.
  
  We are a fully registered and licensed company that operates in accordance with all applicable laws and regulations.
  
  Should you need further questions and concerns about the matter please dont hesitate to reach us out. We will be glad to help you address your concern the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/24/2023

  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 ORDERED COVID 19 KITS THINKING THEY WERE FREE AND FURNISHED BY THE GOVERNMENT. NOW I FIND OUT THEY MIGHT CHARGE 475 PER KIT TO MY INSURANCE. I ORDERED TWO KITS. I TRIED TO GET IN TOUCH WITH THEM AS I FOUND OUT I ONLY NEED ONE KIT. THIS IS PURE FRAUD. YOU CAN NOT SPEAK TO ANYONE AT THIS COMPANY. THEIR CHAT DOES NOT WORK. SOMETHING NEEDS TO BE DONE ABOUT THIS FAST LABS COMPANY.

  Customer Answer

  Date: 11/18/2023

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

  Business Response

  Date: 02/23/2024

  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 09-21-2023 for 2 *** and 8 antigen test kits with the reason "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.
  
  For your reference, here is a summary of the shipments and their contents:
  1st Shipment Box: 1 ***, 1 Antigen Test
  2nd Shipment (Bubble Mailer): 2 Antigen Tests
  3rd Shipment (Bubble Mailer): 2 Antigen Tests
  4th Shipment (Bubble Mailer): 2 Antigen Tests
  5th Shipment Box: 1 ***, 1 Antigen Test
  
  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.
  
  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.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our chat support team: ************************************
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/24/2023

  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.

  On Thursday, October 19,2023 I a Covid tests, which I thought was free from federal government. I realized my error and immediately telephoned the company to cancel the order. Once I realized the Covid tests were not from the government. I called on the morning of Friday morning, October 20, 2023 and received a message stating all customer service personnel was unavailable. The message referred me to fast labtech.com help desk chat feature for assistance. I typed in my message to speak with someone regarding my issue. I have yet to receive a reply. I might add that I reached this same link Friday night and requested someone contact me. I have no use for the product and am really concerned when I read a complaint against this company which is similar to mine. I believe they will attempt to bill my medical plan or me. HELP!!!

  Business Response

  Date: 03/23/2024

  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 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 following reason that you put on the order form when you process and place your order: Congestion or runny nose.
  
  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 25, 2023. While the last shipment was processed on November 6, 2023. Unfortunately, we did not receive any cancel order request, so we were able to ship all of your test kits. We checked our records carefully, and we found out that the only time you have reach out to us was on October 23, 2023 when you used our help desk to ask for instant result, one of our customer support was able to assist you by that time and she called you, however you noted that you cannot talk at that time. Now, 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 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.
  
  Regarding to your billing concern, as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at **************** Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/24/2023

  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 technologies offered online free Covid testing. I thought I was on the Oregon State site, but somehow I ended up on Fast Lab site. With in a couple of weeks I received 2 packages, one containing approximately 6 Antigen kits and one little box with PCR kits. I never used them and weeks later (yesterday) I received another small box with PCR kits (without consent). (Pleas refer to attached 4 pics showing the packages and their contents.My wife thought it to be a little suspicious so she looked up Fast Lab Technologies on your BBB.com site and wasnt surprised to find many filed complaints, detailing their own experienc with ********** almost word for word to our experience. I tried to find a customer service or any other business phone number, without luck. The only mode of communication was a web address (********************). I wrote a comment stating that I didnt want anymore kits. They are billing my ******** for services they are not providing even though their marketing page says FREE all over the place.After reading some of the customer comments on ************************ about Fast Lab, we thought a complaint needs to be filed and at the same time ******** needed to know. We contacted ******** and were told that they had already paid Fast Lab for 7 kits. Fast lab stated, in one of their q & a spots that any returned kits unused would be charged. All we want is forFast Lab to STOP sending us kits and to STOP charging my ******** for a service they are not providing.Thank you from a tired man with Parkinsons who hates to see people (like me) get scammed. ****************************** PS my wife *********************** has my authorization to speak with you, on my behalf, over any topic concerning me.

  Customer Answer

  Date: 11/19/2023

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

  Business Response

  Date: 03/20/2024

  Hello *******,
  
  Thank you for contacting us about your order, and we apologize for any inconvenience.
  
  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 09-21-2023 for 2 PCR and 8 antigen test kits with the reason "Fatigue, Muscle or body aches".  We are only processing orders that are requested.
  
  For your reference, here is a summary of the shipments and their contents:
  
  1st Shipment Box: 1 PCR, 1 Antigen Test
  2nd Shipment (Bubble Mailer): 2 Antigen Tests
  3rd Shipment (Bubble Mailer): 2 Antigen Tests
  4th Shipment (Bubble Mailer): 2 Antigen Tests
  5th Shipment Box: 1 PCR, 1 Antigen Test
  
  We also checked our system and it shows no shipments were made after your cancellation request on 10-23-2023.
  
  Since you qualified for the $0 cost COVID test kits and ordered this test under your insurance coverage, we want to assure you that there will be no out-of-pocket costs for you.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our chat support team: ************************************
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising 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 mistakenly clicked on the link to the Fast Lab website because it was designed to capture people who made a simple error when seeking free Covid tests. I got suspicious about them asking for insurance. I never submitted a request, but I did provide my insurance information before quitting. I was trying for the free gov tests which I ordered correctly afterwards. I want to be sure they don't bill my insurance and they stop sending emails.

  Business Response

  Date: 02/22/2024

  Hello *********,
  
  Thank you for contacting us about your order and we apologize for any confusion.
  
  We offer a no-cost COVID-19 test if your insurance is active and eligible for COVID-19 test kits and if you meet the medical necessity after telehealth consultation.
  
  It shows that  you placed an order on 09-25-2023 for 2 PCR and 8 antigen test kits. 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".
  
  As of today, we have sent 1 PCR and 3 antigen kits. We received your cancellation request and will not be sending any additional kits.
  
  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.
  
  Please be advised that an order from our system will not be processed or will not go through if any of the information asked is not given.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our chat support team: ************************************.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/23/2023

  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 mistakenly ordered Covid tests from Fast Lab Technologies on September 25, 2023 thinking it was the *************** site. I wasnt feeling well so I used and sent in the *** test that I received to their lab for processing and kept the two at home Covid tests. I did receive the results from the *** test but subsequently I have received 4 more at home tests which I did not request. I have visited their site on numerous occasions and I am unable to contact the company through any means. I wish to ask them to stop sending these tests. I am concerned that they will bill ******** or my supplemental insurance for the cost of these unwanted tests. Please make them stop before this problem gets worse. I have read that this company is a scam and has done the same thing to other people.

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab Technologies 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 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 following reason that you put on the order form when you process and place your order: Fatigue and Headache.
  
  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 25, 2023. While the last shipment was processed on October 19, 2023. Unfortunately, at the time you reached out to us on October 27, 2023 to stop sending you the test kits, we already shipped of it at that time, so there was nothing left to cancel. 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 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.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards, 
  Fast Lab

• Initial Complaint

  Date:10/13/2023

  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 was given a link i.e. ******************************************************** to order two free at home test kits. After completing the application for the test kits, I received an email stating that two kits would be sent to me. One kit was an ANTIGEN Kit which could be taken at home with the results available in 15 seconds. The other was a *** kit that needed to be sent to ************ testing lab to be processed. The email stated that even if the *** kit was not used there would be a charge for it. this charge is believed to be $325. The email actually stated: "*** Test Kits cannot be returned unused. If you return your *** Kit unused or discard your kit, you will be billed directly." I did not knowingly apply for this and would like to be absolved from the commitment as stated in the email.

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Fast Lab Technologies 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 October 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: Exposed to Covid-19.
  
  Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. To avoid being billed, we 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. It is because, this *** test kit is only advised by our medical team to be used once. 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 11, 2023. While the last shipment was processed on November 3, 2023. Unfortunately, we did not receive any cancel order request, so we were able to ship all of your test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that 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:10/12/2023

  Type:Service or Repair 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.

  Fastlabtech ORDER # ****** I thought I was ordering 2 free covid tests on 9/29/23. Seven days later, I received by **** a box from Fast Lab Technologies requiring me to test & return (there was no need to test at this point as I was completely well). It stated: "Important Reminder. Only the *** needs to be returned to Fast Lab. You must ship it back to us within 7 days, both to assure accuracy and to avoid additional costs." I regret to report that I gave them my ******** number and concerned they will bill **************

  Customer Answer

  Date: 11/07/2023

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

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

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

• Initial Complaint

  Date:10/11/2023

  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.

  This Covid Test Kit is purely a Scam. *** have to get involve in this. When I ordered free kits, they mentioned that it will be mailed within 3 days. But I received one after three weeks. The other ones says "Processing". I didn't know that we have to return it. I really want rapid test kit and it never came. No phone number to call. Chat is useless. I begged them to cancel the future shipments using chat. I really don't know whether these test kits are genuine and useful. I don't want to use them. Instead, I can buy it from ******* or ********** Please do not buy from this site, if you really need it quickly so that you can test it when you need it. It is not worth fighting the battle. After ordering it, I saw many people complained about this site. I should have checked it before ordering. The site looks very good. But the customer service is really bad. When they say "Free", then it should be free whether we use it or not. Anyway, be careful.

  Business Response

  Date: 03/16/2024

  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 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 that you put on the order form when you process and place your order: Fever, Chills, Cough, Sore throat.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. The *** test is required to be returned to us within 7 days. 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 12, 2023. While the last shipment was processed on September 29, 2023. Unfortunately, at the time when you reached out to us on October 8, 2023, all of the test kits were already shipped and there was nothing left to be cancelled. 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 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.
  
  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: 03/20/2024

  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 received the first package after three weeks of ordering it. It doesn't have any instructions on how to do the test. Only QR code. But that QR code doesn't help me.  When I ordered it, they said that it will be shipped in three days. What is the use of getting it after three weeks? 

  Secondly, their website showed many shipments for me and I was worried whether I am going to get several packages. I called them and they told me not to worry. There are many complaints about this company in BBB. Check it out!!!

   

   

   

   

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

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

  Business Response

  Date: 04/03/2024

  Hey **********,

  I'm very sorry for the delay of shipment, we have large order volumes that cause orders to get backed up unfortunately. The ** code leads to our instructions for you to use as well with the kit you recieved. 

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

  We don't have a phone number or phone service but 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,