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:10/10/2023

  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 sent my pcr and my son pcr covod test back to them.on the same day at the same time and the tracking showed they got both test back I got my result but not my son's and its been almost 4 weeks ans they said I never sent it back when I did and tracking shows it was delivered back to them they billed my son insurance for a test that was never done

  Business Response

  Date: 04/03/2024

  Hey ** 

  I'm so sorry but it seems we may have had the wrong information in our first response. We can't help you with your complaint without any information that's identifying of who you are. Could you give us more information to help solve this immediately for you?

  Kind Regards,

  Customer Answer

  Date: 04/26/2024

  
  
  It not resolved my son Insurance  payed for test never done  then they tryed to use my result and sau it his but it was the same number as mine on  my result it would have been a differnt test number 

  
   
  

  
  

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/08/2023 I mistakenly ordered medical tests from this company in error thinking these were free Covid tests from the government . I called and received a message stating all customer service personnel was unavailable. The message referred me to **** *********** help desk chat feature for assistance. I typed in my message to speak with someone regarding my issue. I have yet to receive a response. My insurance has been billed $650 and they have denied the claim and will be billing me the $650. Please help

  Customer Answer

  Date: 10/29/2023

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

  Business Response

  Date: 03/16/2024

  Hi *****,
  
  We appreciate your feedback regarding your experience with us. We regret any confusion surrounding our website and the COVID-19 test kits you received.
  
  Just to clarify, the government doesn't fund us, and we offer a $0 out-of-pocket cost for our clients, provided your insurance is eligible and valid, and if you've experienced COVID-19 symptoms. Essentially, if your insurance is eligible and valid, you won't need to pay anything directly for the service. However, it's important to note that while the tests themselves are free to you, the cost is covered by your insurance provider.
  
  We understand that insurance companies sometimes deny claims, as they try to keep costs down. However, since your insurance was active and covered the tests when we initially checked, we believe they should be responsible for the tests. That's why we have a dedicated billing team to handle these situations.
  
  For your reference, our records show that you ordered 2 PCR and 8 antigen tests, which is the default value on our order form. We assume you didn't change this default value before submitting the initial form. Unfortunately, we weren't able to cancel any test kits because there was no cancellation request before the shipments were processed. The initial shipment was sent out on September 9, 2023, and the final one on September 21, 2023.
  
  Once again, we apologize for any inconvenience you've faced and appreciate your understanding as we strive to improve our services.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:10/05/2023

  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.

  On September 20th I ordered a Fast Lab *** kit online. I was led to believe that it was free. It did not come until ten days later, at which point I did not need it. Fast Lab wants me to use the *** anyway. I do not want to have ******** billed needlessly. I would prefer to return the kit, but am told that I will be billed for the *** test and antigen tests that were included in the kit if I return it. Please advise.

  Customer Answer

  Date: 10/30/2023

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

  Business Response

  Date: 03/16/2024

  Hi ******,
  
  Thank you for bringing your experience to our attention.
  
  Upon thorough review, our record shows that you have ordered 2 PCR and 8 antigens, which is also the default order value on our order form. Were assuming that you havent changed the default value on the order form and proceeded to finalize the kit order. Since we cannot ship all kits all at once because the number of tests we can ship per week is limited, we have a staggered default delivery process. The 1st shipment was made on September 20, 2023, and the last shipment was on October 16, 2023. We did receive the cancellation request from you on October 4, 2023, which means that the last shipment shouldnt been processed. However, due to a technical issue in our system, the cancellation may not have been processed correctly, leading to the continued processing of your order.
  
  Please rest assured that we have now taken immediate action to rectify this situation and well reach out to your insurance company.
  
  Once again, we apologize for any inconvenience you've experienced and appreciate your understanding as we work to improve our services.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/21/2024

  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:09/29/2023

  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 Wednesday,September 27,2023 I mistakenly ordered medical tests from this company in error thinking these were free Covid tests from federal government. I realized my error and immediately telephoned the company to cancel the order. It was after hours (10a-4p), and 4p ****** time, where I live. I called again on the morning of Thursday, September 28, 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 Wednesday 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 will probably receive the medical product soon. I believe they will attempt to bill my medical plan or me. HELPP!!!

  Customer Answer

  Date: 09/29/2023

  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:09/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/2023 I typed in covidtest.gov, and Fast Lab popped up first. I inadvertantly typed in my ******** information and ordered 2 free covid tests., not realizing it was NOT the government site. I am now aware of my mistake and am afraid I will be charged for numerous tests, or worse -- that my ******** number is in their possession. Please advise me on what to do. I am so upset by my careless response to this fraudulent company. Please help me

  Business Response

  Date: 03/12/2024

  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 won’t 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.
  
  Please be informed as well that, we are not funded by the government and we are not part of the free COVID test program provided by the government.
  
  We carefully checked your order information in our system and it appears you placed an order for 2 PCR and 8 antigen test kits dated September 26, 2023, under you name **** ******** with free shipping.
  
  Your order was approved by one of our medical professionals for the reason of being medically referred, however, after approving your order in the morning, on that day, you chatted us back in the afternoon, on the same day, requesting to have your order cancelled. One of our medical professionals attended to you and acknowledged your request and forward the cancellation request to our in-house team.
  
  Your order, was successfully cancelled as per you request as it has not been processed yet. No test kits were sent to you and no billing of charges were sent to your insurance at all.
  
  As for your insurance information, rest assured 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. Also, we aren't legally allowed to delete customer data due to HIPPA I believe but if this isn't true let me know.
  
  Should you need further assistance, you can reach to us via our customer chats supports 24/7. We will be glad to assist you to the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:09/26/2023

  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.

  In early August of 2023 (unfortunately Im not sure when, but the date of service on my insurance claim is 8/10/23), I was looking for free covid tests online and found a resource from Fast Lab Technologies LLC. I filled out the information, including my insurance info (I missed that red flag) and submitted. There was never any mention of money on the site. Between approximately 8/10/2023 and 8/22/2023, five packages arrived at my house: two individual PCR tests and three packages of 2x rapid antigen tests (a total of six rapid antigen at home tests). Then, around 9/12/2023, I received information from my health insurance letting me know a $325.00 claim by the provider Fast Lab Technologies LLC had been submitted. I still have the tests - I havent used any. I emailed Fast Lab for support and directions to return the tests and have not heard back from them. I have yet to receive a bill. I desire to return the tests and be relieved of responsibility to pay for them.

  Business Response

  Date: 03/11/2024

  Hello ****
  
  Thank you for reaching out regarding your concern.
  
  It shows you placed an order for 2 PCR and 8 antigen kits on 08-10-2023. 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: "Cough, Difficulty breathing, Fatigue, Sore throat"
  
  We would like to inform you that 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 you reached out to us on 09-18-2023 on instructions how to use the test and your concern has been attended by one of our Customer Support Representative.
  
  As of today, we have sent 2 PCR and 8 antigen kits. We 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: ************************

• Initial Complaint

  Date:09/26/2023

  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.

  As many other complaints on here, I too was in search of a company that would send me some COVID tests for free and found Fast Lab Tech. I ordered 8 tests for each of my 7 family members, because at that time COVID had made a harsh comeback in my home. They approved for my 8 tests to be sent out. After stating that I should receive the tests within 3-5 days, a week goes by and nothing comes in. I go back to their website and track my orders which all showed as delivered to either ******* or **, ** both of which I do not live at. So I went back and chatted with a few people on their website that tried to convince me that my orders were still in process, but on my end they showed as delivered. I immediately asked them to cancel all of my orders, which they said they did and after confirming with their company 3 different times that all of my orders were cancelled, I started receiving bills from my insurance company showing that they were billed by Fast Lab for various amounts of test kits. I myself didn't get charged for anything, because my insurance still covers this, but my insurance company was being charged $375 per test kit that I never received. I tried contacting them again, and to no avail, was never responded to. I have since sumbitted greiviences with my insurance company, so that they can get do an investgation and get their money back. Even though I wasn't charged for any of these tests, my insurance company should be charged for something that was never sent or received by me. It's almost like they know they were caught, because when placing an order you can get a live person in a chat room within 2 minutes, but when trying to get someone on the line to complain, no one ever comes online. They tried to charged my insurance company $21,000 for test kits! Horrible.

  Business Response

  Date: 03/12/2024

  Hello ********
  
  Thank you for reaching out regarding your concern.
  
  It shows you placed an order for 2 PCR and 8 antigen kits with the reason "Exposed to Covid-19, Cough"
  
  We would like to inform you 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.
  
  Unfortunately, due to our high volume, it can take longer than usual to receive a response from our staff, which is why we offer chat support at ****************
  
  We received your order cancellation on 08-31-2023  and did not send any additional kits. Please note that kits that have been shipped can no longer be cancelled.
  
  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:09/25/2023

  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.

  I requested one Covid test. Two came quickly and two came later. There were conflicting instructions (1 said return sample to factory and one said do not return). The first test was defective. Then more tests kept coming, one per week. I tried to stop but the phone number for the company reports it is not taking calls. The web site for help does not seem to work. The company is charging someone for all these unwanted tests.The company said the tests are free. Immediately after signing up my credit card reported a charge from *********. Soon I got an email from ********** that I had signed up for a service for $49.90/month if I did not cancel. No way to cancel was available. This company is a *****

  Customer Answer

  Date: 10/20/2023

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

  Business Response

  Date: 03/12/2024

  Hi *******,
  
  I hope this email finds you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible, no test kits shall be sent to you.
  
  We thoroughly checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated September 06, 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 09/06/2023 while the last package was processed 09/18/2023, 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 and experiencing the following symptoms such as Cough, and Fatigue.
  
  We carefully checked our chat history with you requesting to cancel your order and complained about the charges on your credit card dated 09/16/2023.
  
  However, during this time, the last package was already in transit and can no longer be cancelled. One of our customer chats supports responded to you but you were no longer available. On 9/24/2023 you reached out to us again about cancelling you order but this time all of the orders were already delivered and nothing more to cancel. You also complained about the defective test that you took but when one of our customer chats supports asking you for a photo of the test you said was defective as you described it that it shows 2 red lines in direct light and 1 red line in indirect light, unfortunately you no longer responded.
  
  And about being charged on your credit card right after signing up. Please be informed that in our Order form there are no fields asking for credit card information. The mentioned website such as tents.com and freevy.com have no in any way connected to Fast Lab. Also please be guided that we only send charges of billing to your insurance and we dont do credit card transaction for our service. We do not do monthly subscriptions as well.
  
  Once we processed and delivered all the ordered test kits, there will be no more tests to ship as we only deliver the exact number of test kits ordered and you need to order back if you need more.
  
  As for the defective test kits you received, rest assured our tests kits are always at its best condition when delivered. Unless due to weather condition, courier delivery compliance issue and manufacture defect upon receiving the test kits. We surely do provide replacement for the affected and defective products stated in our Terms of Use.
  
  The test kits instructions are provided in a form of link printed in a sticker inside the box for PCR test and for the antigen test kits it is printed in the antigen test device cover film. You also have the option to speak to one of our medical professionals to help you go through with the test.
  
  We sincerely apologize if you have not reached us through our phone. You can reach us via our customer chat support 24/7 to complain for the defective tests, provided with proof for consideration and other area of our services concern.
  
  Moreover, charges will apply accordingly to your insurance as the test kits were all shipped to you. Since your insurance was verified eligible, your insurance should cover the ordered test kits. Furthermore, we will continue to communicate with your insurance regarding the claims and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not bill you for any remaining balances.
  
  Moving forward we will no longer contact you in any away as per your request. But if ever you need further assistance regarding your concern, please dont hesitate to reach to us.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/14/2024

  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:

  The response from the company contains several inaccuracies all stating that the company contacted me and I did not respond.  *********** never contacted me.  This complaint is several years old.  I plan to move on but hope the complaint remains on file.
  

   

   

   

   

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

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

  Business Response

  Date: 04/05/2024

  Hey *******,

  I'm sorry for any inconsistencies that you have read but I do want to be able to come to an understanding because we don't want you to have had a bad experience with us due to a misunderstanding of the services you received from us.

  We believe when you ordered from us in September of 2023, you may have overlooked a crucial part of how many tests you ordered from us. 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.

  As for the tests you recieved, we have two types of tests that come to you. 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.

  Next is the communication to us by phone. Our phone number isn't a live service but it does direct you to contact us at fastlabhelp.com where we are happy to answer questions or concerns around the clock.

  Next is the cost of the tests. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. 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. With this model, we NEVER asked for your card or bank information because the test is at $0 cost to you as our patient. This charge or transaction that was posted by tents.com and/or freevy.com has nothing to do with Fast Lab as we have no way of taking any payment information from you in our form that you completed for a test.

  Once again, we would also like to let you know that we very sorry for the experience you had but we will no longer contact you, send any test kits, or submit further claims on your past orders to your insurance. We would like to point out though that we aren't crooks. Our laboratory is CLIA-certified and our test kits are ****approved. We are a fully registered and licensed company that operates in accordance with all applicable laws and regulations. We have helped countless customers with their needs. You can trust that we are a legitimate and trustworthy company. Unfortunately not every patient we try to help goes seamlessly but we hope we can one day help you again with any needs you have.

  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Please contact us 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:09/25/2023

  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.

  I ordered FastLab test kit online and filled out my insurance info while having Covid. I used the kit and mailed it back. Now they sent me two more kits and have said I will be charged if I do not use or send back.I read now this is a scam!

  Business Response

  Date: 03/16/2024

  Hello ******,
  
  Thank you for reaching out regarding your concern.
  
  It shows you placed an order on 09-13-2023 for 2 PCR and 8 antigen 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, Fever, Chills, Cough, Muscle or body aches".
  
  We would like to inform you that 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.
  
  As of today, we have sent 2 PCR and 8 antigen kits. We 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:09/25/2023

  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.

  This company advertises "free" COVID test. In order to receive the test kit, you had to provide your health care insurance information. Before I received the kit, I reviewed other complaints about this company on your website. It turns out the kit is free, but they want you to send them the "test" and then charge you and your insurance company hundreds of dollars to process. I called my insurance company and told them not to pay anything to this company should they be billed. I tried to call the company (they don't answer the phone) then I tried their online "chat". I received no reply by email as they promised. When my kit arrived, I did not open it and did a "RETURN TO SENDER". They have since sent me 3 other kits. Every time they get one back, they send me another one. I'm not sure how to make them stop sending me kits every few days. I continue to send them back unopened as I don't know what else to do. I was hoping you may be able to contact them to make them stop.

  Customer Answer

  Date: 10/20/2023

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

  Business Response

  Date: 03/12/2024

  Hi *****,
  
  I hope this message finds you well. We regret any inconvenience or confusion you've encountered in relation to our COVID test kit services. Our priority is to offer accurate and timely testing solutions to support individuals during these challenging times. Following a thorough review of your complaint, we aim to provide clarity and resolve the issues you've raised.
  
  We understand your concerns regarding the process of obtaining our COVID test kits and the subsequent billing procedures. It's important for us to clarify that our test kits are provided free of charge to individuals with active health insurance coverage. However, we acknowledge that there *** have been miscommunications regarding the billing process, and we apologize for any confusion that *** have arisen as a result.
  
  Upon reviewing your specific case, we confirm that your order for two PCR tests and eight Antigen tests was processed on September 6, 2023, subsequent to a consultation with one of our nurses. Given that the test kits have already been dispatched, we regret to inform you that we are unable to cancel any existing orders.
  
  Regarding the ongoing delivery of test kits despite your return requests, we sincerely apologize for any inconvenience caused. Please be assured that we take this matter seriously, and we are taking immediate steps to rectify the situation. We have updated our records to reflect your preference for no further contact from our business, and our fulfillment team has been instructed to cease sending additional kits to your address.
  
  In line with your preference for efficient communication, we have transitioned to a chat-based system to better serve our patients. We appreciate your understanding in this regard as we strive to enhance efficiency and responsiveness in our interactions.
  
  Furthermore, we have noted your request for the Better Business Bureau (BBB) to intervene on your behalf. We will proactively engage with the BBB, providing them with the necessary information to address your concerns and prevent any future occurrences of such issues.
  
  Once again, we apologize for any inconvenience or frustration this situation *** have caused you. Should you have any further questions or require assistance, please do not hesitate to reach out to us via our chat system. Your satisfaction is paramount to us, and we remain committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this matter to our attention. We value your feedback, and we appreciate the opportunity to address your concerns.