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:04/03/2024

  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.

  I ordered free Covid test on line and it said to put your insurance info in and I did and now Im getting Covid test one after another

  Business Response

  Date: 04/04/2024

  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 February 22, 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 reasons that you put on the order form when you placed 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. 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 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 22, 2024. While the last shipment was processed on March 21, 2024. We didn't 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.
  
  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 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. 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.
  
  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,
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Not sure what's going on with Fast Lab....ordered an online home testing kit a month or so ago, have been getting some stuff I have no clue what it is, and several boxes with kits in it I guess, after the first delivery I've stopped opening any and everything, as they just keep coming....Just got a notice from my health ins co (******), over $1600 in charges, !!they do not cover this, have no clue what this company is up to, but it is very sketchy at best

  Business Response

  Date: 04/04/2024

  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 March 11, 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 reasons that you put on the order form when you placed 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. 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 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 March 10, 2024. While the last shipment was processed on March 25, 2024. We didn't 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.
  
  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 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. 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.
  
  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,
  
  

• Initial Complaint

  Date:04/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered online Covid-19 tests from Fast Lab Technologies on 3/05/ 2024. I thought I was ordering through a government program. They advertised. free Covid-19 tests. They used my health insurance information to file a claim. Is it legal to ask for health insurance information online?My health insurance was charged, $325.00. There is a co pay of $5.00. They said it would not cost me anything. I do not want to be billed for this co-pay . There are. many complaints about covid-19 tests, from Fast Lab. I think their advertising must be misleading.

  Business Response

  Date: 04/04/2024

  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. I'm so sorry you had a bad experience with our company but we aren't looking to be misleading.
  
  In our order form we have a default quantity of tests. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit is required to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  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 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.
  
  Please know that our COVID-19 test kits are free of charge to our patients, provided that you have valid and eligible insurance. We understand that you may be concerned about potential billing issues related to your insurance coverage such as the co-pay. 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 your co-pay is not billed by Fast Lab and that's the bill adjustment you're looking to resolve.
  
  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,
  
  

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to a computer hack of my email, I have been receiving weekly packages from a company called Fast Lab Technologies containing Covid Test Kits. This company is billing my ******** account for these kits they are mailing to me each week - sometimes two at a time. After contacting ********, they confirmed that Fast Lab Technologies LLC IS filing claims with my ******** account. ********************** does not provide an email nor do they give a telephone number. They are getting rich off of senior's ******** accounts. This need to STOP. Their address is listed at *********************************. Although this is not costing me money out of my pocket, they are using MY ******** account to collect for these packages.

  Business Response

  Date: 04/04/2024

  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 March 17, 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 after a consultation because of the following reason that you put on the order form when you process and place your order: Fatigue and Loss of taste/smell.
  
  In our order form we have a default quantity of tests. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit is required to come with our *** test. The *** test is required to be returned to us within 7 days, so we can send it to our lab for processing. To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  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 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 March 17, 2024. While the last shipment was processed on March 29, 2024. We didn't 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.
  
  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 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. 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.
  
  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 cannot unfortunately help with a hacked email.
  
  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:04/01/2024

  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 ordered covid tests believing this was a government sponsored program sometime in January, I received the test. In March I received 3 more testes that I did not order, and I see they are billing by insurance company $325 for each test. I only ordered one test in ********* additional kits sent in March were sent without my consent and my insurance company should not be billed! I attempted to call Fast Lab, but the number is disconnected ************** !! I need these claims from March reversed, its clear this company is scamming insurance companies!

  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 3, 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 3, 2024. While the last shipment was processed on March 18, 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.
  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 was our mainline before is now used to direct you to our service desk at fastlabhelp.com. 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. 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,

• Initial Complaint

  Date:03/30/2024

  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.

  The Fast Lab Technologies LLC has sent me three envelopes. I opened the first two. They are Covid tests I did not order. The third package (seems larger) is unopened. I contacted the company and they tell me January 8th I contacted them for tests. I have no recollection of this at all. But why NOW would they be sending tests. Clearly I dont need them now. I want this resolved. I asked for a prepaid envelope to send everything back; denied. Then they said if I sent the items back Id still be charged Seriously charged for items not needed or requested Please advise Thank you I want nothing to do with this company and charges dismissed.

  Customer Answer

  Date: 04/25/2024

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

  Business Response

  Date: 04/26/2024

  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.
  
  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 ship 1 PCR and 7 antigen test kits. Since we already cancel the remaining schedule orders, rest assured that 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. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.
  
  As for the charges, 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.
  
  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,
  Fast Lab

  Business Response

  Date: 05/22/2024

  Hey ****!

  I'm so sorry for the problem you're having here. This problem has been escalated and one of our managers has been trying to contact you and let you know that we have looked into this problem and we're working on rectifying the situation to the best of our abilities. We'll be in contact ASAP to get to your desired results to the best of our abilities. 

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

  Customer Answer

  Date: 05/28/2024

  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:
  

  
  

  [no one has reached me. They can email me directly. I await their email

  thank youYour Answer Here]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:03/30/2024

  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.

  SHipment of unauthorized COVID Tests.

  Business Response

  Date: 04/09/2024

  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 February 9, 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: Headache.
  
  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 February 9, 2024. While the last shipment was processed on March 18, 2024. Unfortunately, at the time when you reached out to us to cancel any further shipment on March 30,2024 we already managed 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,
  Fast Lab

  Customer Answer

  Date: 05/06/2024

  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:03/29/2024

  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 received some kind of test kit that I didn't order, yet was sent 2 of them. The pre-printed instructions said to send back within 7 days. There wasn't any kind of explanation, a letter, or anything with it. Not even a packing slip.I wasted over an hour trying to trace it to see what it was for. I am throwing them away and don't want any further contact from this company. It sounds like scam to me. I had ordered 2 free Covid Tests back in January, from the ****************** and we received them weeks ago. My email was supposedly compromised as well.

  Business Response

  Date: 04/09/2024

  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 3, 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, Cough, Muscle or body aches, Congestion or runny nose.
  
  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 3, 2024. While the last shipment was processed on March 31, 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.
  
  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,
  Fast Lab

• Initial Complaint

  Date:03/28/2024

  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.

  Ordered the covid free test. Then they send me four of something which I did not order and have billed my insurance company. Today I received two more. This is crazy *******************************

  Business Response

  Date: 04/03/2024

  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 February 7, 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 you process and place your order: Chills, Loss of taste/smell, Medical referral.

  In our order form you used, 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, 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.

  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 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.

  With that being said, we were able to process the first shipment on February 7, 2024. While the last shipment was processed on March 19, 2024. Unfortunately, at the time when you reached out to us on March 24, 2024 to process a cancelation for the order, we already managed 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.

  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. 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.

  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,

• Initial Complaint

  Date:03/27/2024

  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.

  Last November I searched online for a free covid test and Fast Labs popped up so I ordered the free test. Now, 3/25/2024 I get a bill for $325 and have received 6 tests so far that I do not want. This scam is trying to extort money from me for lab services I did not receive. I truly hope the authorities shut this outfit down immediately. I am making formal complaints with every agency I can think of as well as a report with my insurance company.

  Business Response

  Date: 04/03/2024

  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 October 12, 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 you process and place your order: Exposed to Covid-19, Fever, Chills, Cough, Fatigue, Muscle or body aches, Sore throat, Congestion or runny nose, Diarrhea.
  
  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, 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.
  
  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 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 October 12, 2023. While the last shipment was processed on March 4, 2024. We didn't 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. To point out the reason why there was a delay of the delivery of your test kit, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders.
  
  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. 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.
  
  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,