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:09/19/2023

  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.

  An online order was placed on my behalf for a FREE Covid test. Only one order was placed. For the past three (3) days I have received individual tests from this company. They were not ordered. Only with the original order did I receive an email confirmation and tracking number for the package. The two (2) additional packages just came and the company wants to be paid for the tests even though the website said FREE tests.

  Customer Answer

  Date: 10/14/2023

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

  Business Response

  Date: 03/11/2024

  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 8, 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: Cough, Difficulty breathing, Fatigue, Muscle or body aches, Sore throat, Diarrhea, Medical referral.
  
  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 8, 2023. While the last shipment was processed on September 20, 2023. Unfortunately, we did not receive anu cancel order request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer 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. 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:09/18/2023

  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.

  I ordered at home covid test kits from ******** to be delivered to my home while i am isolating with my covid positive children. The tests are still covered under my insurance *********** so i did not think it was weird they asked for my insurance info. No mention of paying for anything when ordering. All the website says is free tests. However the confirmation email says i will be billed for the pcr test they include even if i don't use it or send it back unused. I immediately tried to cancel mh order. No contact info on the website, just a form which i did fill out, and an invite to contact them via ********* Then i ****** searched them and found out it is a scam and many people have been charged $325 for these free tests. This scam is even worse now that private insurance isn't covering the tests because they're mainly targeting housebound ******** recipients who just need a way to receive the tests our insurance covers without going to the pharmacy.

  Customer Answer

  Date: 09/20/2023

  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:08/21/2023

  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 searched for free at home Covid-19 test kits online. My search revealed a company called fast labs who show on there website $0 Covid-19 test kits. I requested 2 free kits. A box arrived from fast labs with a seal across the flap which read At home Covid-19 test kits cannot be returned unused. If you ship it back to us unused or fail to return it within 7 days you will be billed directly. I took the first package received to the post office and returned it. I later received a second package from them. I went to their website and used their tracking tool and discovered that they were processing multiple shipments. I called the company and told the representative that I did not want their product because they advertised a free product then state on the box that a charge would be applied. I asked them not to send anymore. I received a third package. I promptly took the third to the post office for return. The company threatens to charge $475 for returning the unopened package. They go further to state that if not returned within 7 days they will still charge

  Business Response

  Date: 03/11/2024

  Hi ******,
  
  Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your dissatisfaction and want to address your concerns.
  It seems there may have been some confusion regarding our services, and we apologize for any misunderstanding. To clarify, we don't offer free COVID tests but rather provide COVID tests at $0 cost to our customers, contingent upon certain criteria. This includes having eligible insurance and experiencing COVID-19 symptoms. In such cases, your insurance provider covers the cost of the test, but it's not entirely free.
  
  Upon review, our records indicate that on August 4, 2023, you ordered 2 *** and 8 antigen test kits, which is the default order value displayed on our order form. 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. In addition, we have a staggered default shipment as we cannot ship all kits at once because the number of tests we can ship per week is limited. Unfortunately, we can only cancel orders that are not yet shipped, thats why you have already received the 2 *** kits and 4 antigens and have canceled the other 4 antigens as soon as we have received your request to cancel.
  
  Rest assured, no further shipments are scheduled for you, and we will not bill your insurance for any additional kits from our company. We apologize for any inconvenience this situation may have caused. We would also like to let you know that the reason why kits that are mailed back to us unused will be billed directly to you because they will become unusable. We hope you understand.
  
  Once again, we apologize for any inconvenience you've experienced and appreciate your understanding as we work to improve our services.

• Initial Complaint

  Date:08/18/2023

  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 is a company claiming to provide FREE 8 home self test COVID kits and inducement is by the offer FREE. The company obtains personal medical information that is indiscriminate as to how it is used. The *** warns that such company(s) are selling the health information and possibly may establish medical fake accounts. To date I have received one after the other of the Atigen test they expect customers to complete and demand the return in 7 days or "ELSE" There is no way to reach the company or a live person and even the chat is non-productive without recourse. The phone number has recorded message stating we are unable to take consumer complaints or help at all via the phone number.As of this writing I have formally filed with the *** of HHS for ******** fraud against the company as well as with the ******** Supplement Provider. I have additional intent of filing with the Attorney General of New York to put a stop to this predation of the consumer.I also drafted the attached letter CC: to Federal Senators ******** and ****** and ask also for the company to destroy any and all my records and stop sending products.I am sorry to read all the horrors of complaints here, but they are accurate as to the business dealing I myself have been partied to with this horrible company who in a chat does a 2 second diagnosis to determine by mere question of word "YES" you need tier test. Fraud plain and simple

  Customer Answer

  Date: 09/12/2023

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

  The company has failed to respond therefore I have contracted the *** for ****************** fraud department for investigation of My claims put forth.
  
  Sincerely,
  
  * ********
  
  

  
  

  Business Response

  Date: 03/11/2024

  Hi ****,
  
  I'm sorry to hear about your frustration and concerns. It seems there *** have been some misunderstanding about our service, so I appreciate the opportunity to clarify.
  
  First and foremost, we don't offer free COVID tests but rather provide COVID tests at $0 cost to our customers, contingent upon certain criteria. This includes having eligible insurance and experiencing COVID-19 symptoms. In such cases, your insurance provider covers the cost of the test, but it's not entirely free.
  
  Secondly, we take privacy and data security very seriously. Any personal information collected during the process is strictly used to fulfill your order and is not sold to third parties. I understand your concerns about the potential misuse of personal information, but please be assured that we comply with all relevant regulations and guidelines to protect your data.
  
  Regarding the return process, we do request that kits be returned within a certain timeframe to ensure the timely processing of results and to maintain the efficiency of our service. However, we certainly understand that circumstances vary, and we're always open to addressing individual concerns and providing assistance as needed. However, upon further review, our record shows that no shipments were successful from your order last August 17, 2023, as your insurance is ineligible and you have requested to cancel your order.
  
  I want to assure you that we take any allegations of fraud or misconduct seriously, and we're committed to cooperating fully with any investigations to address any issues that *** arise. Please know that your feedback is invaluable to us, and we're constantly working to improve our processes and service quality.
  
  If you have any further questions or concerns, please don't hesitate to reach out through our website ************************************. Your satisfaction and trust are of the utmost importance to us, and we're here to assist you in any way we can.

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They said in a chat on their website the order was made on 7/18/23 I did go to the website as I was very sick with covid . I went to the hospital due to the fact I have a heart condition. Upon dismissal from the hospital the Dr. told me my sodium levels were very low and should follow up with my PCP asap. In order to see my Dr. for further blood test I had to test negative for covid , I had no test or money to check for the virus. I found a web site that advertised free test delivered to those who qualify so I filled some of it out , I then got a bad feeling and tried to delete what I entered I thought I did and closed the site. I ordered 2 test from Amazon for $12 . On 8/4/23 I received 2 test from fastlab Tech. They said in the directions on the box that if I sent them back unused or kept them I would be billed full price of $475 each and more were coming, I went to the website on got on a chat line and they were very adamant about me sending them back and would not hear what I was trying to say I still have them and I am waiting to call my insurance Monday morning I tried calling ******** and they said to call my low income advantage plan , I live on Social security and have very little money and I am very worried, all I wanted was one test to make sure I was OK to go for my blood test which I did as was was negative on 7/16/23 with $ 12 Amazon test. I am very worried and frightened and feel like I am getting sick from anxiety. I am afraid to go to the mail box, This is taking advantage of an Old and sick man, nothing short of elder abuse. I guess I will just have to wait and see what my insurance company has to say and try to hope for a resolution. Fast Labs Technologies is a heatless and dishonest company and should be stopped as I know I am not the only one.to be scammed. Thank you for letting me vent ,I only wish I knew what to do. Thank You.

  Customer Answer

  Date: 09/01/2023

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

  Business Response

  Date: 03/04/2024

  Hi *****,
  
  I'm sorry to hear about your distressing experience. It sounds like there was a misunderstanding regarding the order and the terms associated with it.
  I want to clarify that our company aims to provide $0 out-of-pocket cost as long as your insurance is valid and if you have any of the ******19 symptoms. This means that, as long as your insurance is eligible and valid, you won't have to pay anything directly for the service. However, it's important to note that this doesn't mean the tests are entirely free, as the cost is covered by your insurance provider.
  
  I understand the urgency of your situation, particularly with your health condition and the need to obtain a ******19 test for medical follow-up. It's unfortunate that you encountered difficulties with our service and felt pressured regarding the test kits you received.
  
  We take your feedback seriously and are dedicated to promptly addressing and resolving this matter. Upon thorough review, we identified your order placed on July 18, 2023, for 2 PCR and 8 antigen tests, which aligns with the default quantity offered on our order form. We understand that you may not have intended to order this quantity, and unfortunately, we were unable to cancel the shipment once it was dispatched. However, please be assured that we've now canceled any further shipments and will not bill your insurance for additional kits from our company. We apologize for any inconvenience this situation may have caused.
  
  Additionally, I apologize for any distress or anxiety this situation has caused you. Your well-being is important to us, and thank you for bringing this matter to our attention.  Please don't hesitate to contact us for further assistance through our website *************************************. We appreciate your patience and understanding.

• Initial Complaint

  Date:06/07/2023

  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.

  05/23/2023. Came down with Covid 19. Looked online for the free tests available and found Fastlabtech. As I input my insurance information along with my address I realized they were not the government free tests. I stopped my order and that was it. I have received 3 kits and my ** insurance is being billed. I have notified them and tried to contact Fastlabtech. ** is investigating and no answer at Fastlabtech. This is a 100% Fraud.*********************************

  Business Response

  Date: 03/13/2024

  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 May 22, 2023 for 2 PCR and 8 Antigen, under your name ******* II ********* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19, Fever, Chills, Cough, Muscle or body aches, Headache, Congestion or runny nose.
  
  We were able to receive your order cancellation request, and we managed to cancel the remaining schedule orders. To be precise, we were only able to shipped 2 PCR and 4 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that we will no longer send you any test kits, and we will no longer contact you. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  In our order form there are important sections that needs to be filled with certain information before an order will be place. Our system will never process an order if there are lacking information that is not given by the patient. Also, after placing an order we will not ship it directly as it will be in queue to be approved by our Telehealth/medical team. There will be a manual verification as well after such. 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.
  
  Furthermore, please be guided that we are not funded by the government and we do not have any affiliation with any government entities. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  We do have our record as well at the time when you have reached out to us on June 6, 2023, one of our customer support was able to accommodate you at that time. But with regards to the accommodation through our phone number, we do apologize as we no longer use our mainline as our primary source to reach us out, we have live our customer service through chat and email. Please know that our phone number which is our mainline before is now used to direct you to our service desk at ***************. There is no actual person on the line but you can record your inquiry and we will contact you as soon as we receive your recording.
  
  We are a fully registered and licensed company that operates in accordance with all applicable laws and regulations. We have helped countless patients with their needs. You can trust that we are a legitimate and trustworthy company. We operate with integrity and adhere to ethical business practices. Our commitment to deliver quick, reliable testing, and ensuring exceptional patients satisfaction underscores our dedication to being a reputable and trustworthy entity.
  
  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,
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******* *********
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:02/27/2023

  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 some COVID tests from Fast Lab Technologies, they assured me they were free and that if there was a cost, my insurance would cover them. They sent me 10 and charged me $475 for each of them. I requested 2 FREE ones, as they promised. My insurance will not cover them. So, I contacted them as the tests were unopened. They said if I tried to return them they would instead bill me the $4750, instead of my insurance. Either way, I'll probably end up paying my entire annual deductible to this scam of a company. I need this to not happen to anyone, ever again. Absolutely ridiculous. I also need to know what to do with all of these tests that I will not be using. What a scam.

  Business Response

  Date: 03/12/2024

  Hi ****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on December 15, 2022 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: Live or work in a congregate setting.
  
  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. 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 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 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,
  Fastn 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 statement from Fast Lab contradicts itself, in paragraph 2 it states: 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: Live or work in a congregate setting    but in paragraph 5, it states: 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
  
  
  My insurance at the time was willing to pay for 1 test, therefore according to Fast Labs paragraph 5, I shouldve been deemed ineligible to receive any more than 1, regardless of how many were on the form.
  
  My insurance paid for 1, I will not be paying for any others that were sent, as they were advertised as FREE. (the only reason I ordered them) After I tried to send them back, having been notified that I then owed fast lab $475.00 per test, they told me I could not send them back.  They were then discarded unopened, and I no longer have them. 
  
  This is a Fast Lab error, and many other customers have had the same experience, as my research has shown.  It took Fast Lab 384 days to respond to my BBB complaint, after I had contacted them before that, several times.  ************ (Fast Lab) is preying upon people in healthcare, or those who might need to have COVID tests at hand, due to their health, or their job, and it needs to be shut down.  I have contacted my attorney and will seek legal action against Fast Lab Technologies about this matter if this is not resolved on my behalf within the next 7 business days.  I would also like to request that BBB perform a fraud investigation on this company.

   

  Please see the following links for complaints from other customers for the same issue:  

  ***********************************************************************************************************

  ******************************************************************************************************************

  **************************************************************************

   

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

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

   

  Business Response

  Date: 04/04/2024

  Hey ****,

  Sorry for the inconvenience here but this complaint seems to be more tailored towards the eligibility of your tests and why you received more than one test with your order.

  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.

  As for the charges, you will not be charged since your insurance is active and up-to-date when we did our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.

  If this didn't answer both of the concerns in the complaint, please let us know so we can come to a resolution that will satisfy your needs. 

  Kind Regards,