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:05/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 keeps sending me covid test and charging my insurance company I only order one and they said it was free.

• Initial Complaint

  Date:05/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No transaction. I received this test kit today, I did not order it. I did order a different one and got it last week.

  Business Response

  Date: 05/18/2024

  Hey *****!

  We spoke earlier this week and you told me that you believe you've been targeted by a ******** fraud scheme. I thank you for taking the call and please continue to work with your insurance on the fraud and we'd love to help in anyway we can if needed. You have my contact information and I'm sorry that this has happened to you. Reach out if anything else is needed.

  Have a great day, be safe, and stay healthy!

• Initial Complaint

  Date:04/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in January I ordered "free" covid test kits. I thought it was for two kits as I had ordered the government kits in the past. The online form asked for insurance info which I thought was odd, but did provide it. I ended up receiving 8 different packages from FastLab. No phone number was provided so I could not call. I had not saved any of the order information. Recently I recieved EOB's from insurance indicating I will owe Fast Lab is $300 a kit. As of yet I have not received a bill from FastLab, but they did received $75 from my insurance. This is wrong! My insurance nor myself should be expected to pay for a "free" covid test kit.

  Business Response

  Date: 05/13/2024

  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.
  
  All of the information that we have on our system is provided by our patients. We are only shipping test kits based on the order placed on our system, and if ever that information is not complete, our system will not process the order.
  
  Upon thoroughly checking our system, there was an order placed on November 11, 2023 for 2 *** and 8 Antigen, under your name **********************;with free shipping. Our free shipping usually takes 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 we processed and you placed your order: Exposed to Covid-19.
  
  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. Please understand that our antigen/home test kit is required to come with our *** test. The ******19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. The  *** test is the most accurate way of detecting if you have ******19. The *** test is required to be returned to us within 7 days for laboratory processing and the result will be sent to the email address you used upon placing the order. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipments is to give you the chance to cancel the remaining scheduled orders in case 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.
  
  We were able to process the first shipment on November 11, 2023. While the last shipment was processed on February 13, 2024. Unfortunately, we did not receive any cancellation 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 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 and we do not have any affiliation with any government entities. Please know that our ******19 test kits are free of charge, provided that you have valid and eligible insurance upon completing your initial submission to us for a consultation. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  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 patient satisfaction highlights 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,
  
  
  
  

  Customer Answer

  Date: 05/31/2024

  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 response from Fast Lab.  They have a very lengthy explanation and said I wouldn't be charged and not to worry.  They offered no resolution and said it was stated somewhere, in what I assume was small print, that my insurance company would be billed for what I thought was a "free" covid test.  They did not contact my insurance to give a refund for charging them for a "free" covid test.
  
   
  
  As I explaioned, I went online and did a search for free covid tests and their application came up.  Regarding all the mumbo jumbo small print they mentioned  - I didn't see any of that.  I didn't know I requested "several" kits.  Therefore, I didn't know I was supposed to cancel any future orders.   It was stated nowhere that my insurance would be billed.
  
   
  
  I saw several similar complaints regarding FastLab - that they were scammed in the same way, searching for free covid tests and finding the application.
  
   
  
  They should not be allowed to get away with this.  
  
   
  
  **** ******** 

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep receiving kits and envelopes to return them to fast lab. They appear to be Covid tests and other tests. I do not want them. Help me stop these lab kits.

  Business Response

  Date: 05/13/2024

  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 February 4, 2024 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.

  
  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. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.

  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the test 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 schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.

  
  To be precise, we were able to process the first shipment on February 4, 2024. While the last shipment was processed on April 23, 2024. Unfortunately, we did not receive any cancellation 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 send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.

  
  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:04/19/2024

  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 have never ordered anything from this company. I receive a package from Fast Lab Tech EVERY DAY, I do not open the packages and return to sender immediately. I have tried to contact them to stop sending me these packages. They will not stop.

  Business Response

  Date: 05/13/2024

  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.
  
  All of the information that we have on our system is provided by our patients. We are only shipping test kits based on the order placed on our system, and if ever that information is not complete, our system will not process the order.
  
  Upon thoroughly checking our system, there was an order placed on January 10th, 2024 for 2 *** and 8 Antigen, under your name ****************************;with free shipping. Our free shipping usually takes 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 we processed and you placed your order: Exposed to Covid-19.
  
  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. Please understand that our antigen/home test kit is required to come with our *** test. The ******19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. The  *** test is the most accurate way of detecting if you have ******19. The *** test is required to be returned to us within 7 days for laboratory processing and the result will be sent to the email address you used upon placing the order. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipments is to give you the chance to cancel the remaining scheduled orders in case 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.
  
  We were able to process the first shipment on January 10th, 2024. While the last shipment was processed on April 15, 2024. Unfortunately, we did not receive any cancellation 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 send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  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 haven't received a request for any cancellations or problems under the name ******************************* or from the email address ****************** at fastlabhelp.com. Please reach out for all further 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,
  
  

  Customer Answer

  Date: 05/16/2024

  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:04/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  The fastlab advertise a free Covid testing kit and they rescued my information but no test kit was sent. They will be billing my insurance.

• Initial Complaint

  Date:04/11/2024

  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 received a test kit from Fast Lab Technologies LLC today, 4/10/2024 which I did not order. It is a test kit for sending in a saliva sample. After checking on your website, I see that this company has had numerous complaints. How do I go about keeping this company from charging me or my insurance company? Thanks in advance for any help you can provide.*********************** ******************** *************

  Business Response

  Date: 05/13/2024

  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 our system, there was an order placed on January 9, 2024 for 2 *** and 8 Antigen, under your name *********************** with free shipping. Our free shipping usually takes 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 we processed and you placed your order: Exposed to Covid-19.

  
  Please understand that our antigen/home test kit is required to come with our *** test. The ******19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. The *** test is the most accurate way of detecting if you have ******19. The *** test is required to be returned to us within 7 days for laboratory processing and the result will be sent to the email address you used upon placing the order. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.

  
  Your order for 2 *** and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipments is to give you the chance to cancel the remaining scheduled orders in case 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.

  
  We were able to process the first shipment on January 9, 2024. While the last shipment was processed on April 17, 2024. Unfortunately, we did not receive any cancellation request between the given dates, so we were able to ship all of the 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.

  
  Moving forward, if you have further concern that you want to discuss, we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.

  
  We appreciate your understanding and patience while we resolve this problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  Kind Regards,

  Customer Answer

  Date: 05/13/2024

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

  I have repeatedly stated that in spite of what this company has indicated, there was no order for these kits place by me or anyone related to me!

  I have contacted ******** and they know about this issue. 

  Your own website has shown many, many, complaints regarding this company. What are your next steps? 

   

  Sincerly,

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

   

   

   

   

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

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

  Business Response

  Date: 05/22/2024

  Hey *****!

  I'm happy we got to get on the phone and talk over the problem with your orders. I'll make sure to get this rectified as soon as possible but please don't worry about any further contact from us. Let me know if you have any other comments or concerns and you can always reach me through the contact info given.

  Have a great day, be safe, and stay healthy!

  Customer Answer

  Date: 05/30/2024

  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:04/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 LLC has used a fraudelent Aetna account opened thru the **************** Marketplace in my special needs daughter's name.In my daughters name Fast Lab submitted claims to Aetna for 6 different Sars-COV-2 COVID-19 AMP PRB *****. Each one cost $325.1 each for dates: 01/12/25, 01/11/2024, 01/30/24, 01/31/24, 02/04/24.***** says they cannot close the fraudulent accounts because of the claims filed on the account.My daughter is liable for the charges. Even if she doesn't have to pay for them, she will have a tax liability for the false **************** Accounts that cannot be closed.

• Initial Complaint

  Date:04/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My doctor nor I ordered the kit. This is a scam and I plan to return it.

  Business Response

  Date: 05/13/2024

  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 our system, there was an order placed on April 3, 2024 for 2 PCR and 8 Antigen, under your name ********************* with free shipping. Our free shipping usually takes 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 we processed and you placed your order: Exposed to Covid-19.

  
  Your order for 2 PCR and 8 Antigen test kits makes *************** total, and are shipped in separate packages with a delivery date interval. This arrangement of shipments is to give you the chance to cancel the remaining scheduled orders in case 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.

  
  We were able to process the first shipment on April 3, 2024. While the last shipment was processed on April 15, 2024. Unfortunately, we did not receive any cancellation request between the given dates, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits.

  
  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 patient satisfaction highlights 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,

• Initial Complaint

  Date:04/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a covid test in February from Fast lab technologies that claimed to be free. I ended up no needing the test and kept receiving deliveries from the company. Nothing has ever even been opened. When I requested the original test everything kept saying that it was free. I just got an explanation of benefits from an insurance company I haven't had in 5 years saying that I owe this company $325. I never would have even provided that insurance information as like I said, I haven't been covered under that insurance for almost 5 years. Since the insurance was not active they denied the claim. I do not want to receive an actual bill from this company as everything stated free. I do have active insurance however they clearly did not use that.

  Customer Answer

  Date: 05/03/2024

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