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:03/12/2024

  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 have never ordered ANY tests from this *** but I keep getting more and more covid and/or saliva tests from them. One tells me to return the sample to them and sent a return address label. I have an HMO and I do not NEED to use this co. I cannot reach them to tell them to STOP. Please stop. I have already filed one complaint but I do not see it here. So, I'm filing AGAIN.

  Business Response

  Date: 03/23/2024

  Hi *****,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on January 19, 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 because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  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 1 *** 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.
  
  Please be guided that our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. The Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. 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.
  
  Furthermore, please know 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.
  
  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 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,
  Fast Lab

  Customer Answer

  Date: 03/25/2024

  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:03/06/2024

  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.

  As of March 6th I have received 5more denials by my insurance from fast Lab Technologies LLC FOR COVID 19 test that are advertised for free. They are wanting $325.00 each Each has a different claim number. I have already filed on the first 4 filed on 2/21/2024 ID# ******** These are the dates and claim #s on the next 5 I have gotten.Claim# ********** 1/30/2025 Claim # ********** 1/30/2024 Claim #********** 2/01/2024 Claim # ********** 2/10/2024 Claim # ***********/12/2024 Is this a scam or what. I have only received 2 orderes no more but keep receiving bills from them.Thank you *************************

  Business Response

  Date: 03/23/2024

  Hi ******,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on January 16, 2024 for 2 PCR and 8 Antigen, under your name ************************* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  Your order for 2 PCR 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 January 16, 2024. While the last shipment was processed on February 9, 2024. Unfortunately, we were not able to receive any order cancellation request, so we were able to ship all of the test kits. Base on our record that was updated by our partnered courier, it shows that the test kits has been delivered to the address that you have provided upon placing the order. Since all of the test kits has 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 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. In some instances, insurance companies may deny claims, a common occurrence as they aim to minimize expenses. However, given that the insurance was active and covered the tests during our initial check, we believe they should be accountable for the tests. That's why we have a dedicated billing team to handle such situations. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  Furthermore, 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 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

• Initial Complaint

  Date:03/05/2024

  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.

  Fast Lab sent me a Covid test without my consent. I dont think they have any thing to do with my health care, and I dont want to be billed or bothered by them.

  Business Response

  Date: 03/23/2024

  Hi *****,
  
  We sincerely apologize for any confusion regarding the ******19 kits you've been receiving. We understand your concern, and we appreciate the opportunity to clarify this misunderstanding.
  
  Upon thorough review, our system shows that an order was made under your name, *******************, for 2 PCR kits and 8 antigens last January 6, 2024. We would also like to highlight that we do not send out any test kits if the patient didnt order by filling out our ordering form on our website. All of the patient's information is given there by the patient itself, and it will be in the queue to be approved by our medical team. Based on our records, your order was approved after a chat with our telehealth on the same day because you were exposed to ******19 and with the following symptoms: Difficulty breathing, Fatigue, Muscle or body aches, Headache, Loss of taste/smell, Sore throat, Congestion or runny nose.
  
  In addition, we can only cancel orders that are not yet shipped, thats why you have already received the 1 PCR and 7 antigens and have canceled the other 1 PCR and 1 antigen as soon as we have received your cancellation request. 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.
  
  Moving forward, you can message us at our website fastlabhelp.com if you have any further questions or concerns. Feel free to message us and our customer representatives are available 24/7 to provide support and assistance.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:03/05/2024

  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 am receiving COVID tests that I did not order and do not want to be billed for them nor do I want my insurance company to be billed for them. I have received two COVID kits via **** within the last 2 weeks and do not want them to continue. I have heard of this scam before and do not want to be billed for these kits. Thank you.***************************

  Business Response

  Date: 03/23/2024

  Hi ******,
  
  Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your dissatisfaction and we want to address your concerns.
  
  Upon thorough review, our records shows that on February 15, 2024, you ordered 2 *** and 8 antigen test kits, which is also the default order value displayed on our order form. 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, Congestion or runny nose. To clarify, 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 1 *** and 7 antigens and have canceled the other 1 *** and 1 antigen as soon as we have received your cancellation request.
  
  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.
  
  Kind regards,
  Fast Lab 

  Customer Answer

  Date: 03/27/2024

  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:03/02/2024

  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.

  Stop sending test! And stop charging my insurance.

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on December 26, 2023 for 2 PCR and 8 Antigen, under your name *********************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  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 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, 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. We do want to apologize for the delay of the shipment process. 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.
  
  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 your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:03/01/2024

  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.

  On October 16th, I went on line to what I thought was a government sponsored free COVID test supplier (Fast Lab), for two FREE COVID test kits. They requested my health insurance number and billed my ****** ****************** the same day for tests AND PROCESSING the results. $325 or $350 times two. My insurance requested medical records and have not yet paid, because I didnt actually receive the tests until mid February. (I will not be using them). I didnt realize that this was a scam until the test packages kept arriving in the mail with a threatening message that if I didnt take the test and send it within 7 days that I would receive additional charges. Also, that I would be billed if I destroyed or tried to return the tests. Their advertising is extremely miss-leading; FREE, free, free! Because my insurance has now been alerted to this scam and will not be paying, I am terrified that they will come after me for payment. I am already struggling financially and this is making me sick.

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on October 16, 2023 for 2 *** and 8 Antigen, under your name ************************* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  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.
  
  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 1 *** 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, 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. We do want to apologize for the delay of the shipment process. 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.
  
  Furthermore, please be guided that we are not funded by the government, and we do not have any affiliation towards any government entities. 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 for the charges, you will not be charged. 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. In some instances, insurance companies may deny claims, a common occurrence as they aim to minimize expenses. Given that the insurance was active and covered the tests during our initial check, we believe they should be accountable for the tests. That's why we have a dedicated billing team to handle such situations. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/29/2024

  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.

  Hello! I ordered free covid tests many months ago, believing Fast Lab to be a government site. They only recently delivered my tests, and even then, all I got was a collection of pieces and parts with no instructions. They also taped a note inside the box stating that I had to return one of the tests to avoid "additional" charges (they were supposed to be free?).I tried to look up contact information for the company so that I could file a complaint, and all I can find are pages detailing complaints against this business for bogus charges for subscriptions to covid tests. I do not, nor did I ever, want a subscription. I don't even need these tests anymore. How do I even get a hold of anyone though? This is ridiculous.

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on November 20, 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: Chills, Cough, Fatigue, Sore throat, Congestion or runny nose, Nausea.
  
  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. For *** instruction, you can always reach us to assist you with that or you can use this link for reference: ****************************************. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  We 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 1 *** 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. We do want to apologize for the delay of the shipment process. 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
  
  Furthermore, please be guided that we are not funded by the government, and we do not have any affiliation towards any government entities. 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 your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay
  Fast Lab, and we will not be billing you for any balance. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/17/2024

  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.  They cancelled my subscription, and that is enough for me.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/27/2024

  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 have never ordered anything from this company and now have received two mailings which I will not be following up with. Dont know how they got my info. Fraudulent mailings since I have never heard of this company and don't know if they are billing my insurance. I want it stopped!

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on November 21, 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: Difficulty breathing.
  
  It is right to say that we follow a certain procedure before we finalize and approved an order. Please be guided that an order will not go through if ever one of the information asked in the order form is not provided by the patient. For additional information, 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.
  
  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 1 *** 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, 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. We do want to apologize for the delay of the shipment process. 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.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/27/2024

  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 placed my order for a covid antigen kit on 12/29/23 from fast lab technologies LLC. They took my medical insurance information but I never received my order nor can I get a response from their chat on their webpage.

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on December 29, 2023 for 2 PCR 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: Headache, Vomiting, and Diarrhea.
  
  We were able to receive your order cancellation request on February 1, 2024 when you reached out to us using our help desk online chat, and we managed to cancel the remaining schedule orders as one from our customer service was able to accommodate your request. To be precise, we were only able to shipped 1 PCR and 7 antigen test kits. Looking at our records, it shows that the following test kits were delivered to the address you provided in the system upon placing the order. 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. We do want to apologize for the delay of the shipment process. 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.
  
  We do want to apologize as we do experience peak orders time and we do try our best not to delay our responses for each patient who are reaching out to us using our live customer service through chat and email. 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:02/27/2024

  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.

  On February 23, 2024 I received a Covid Kit in the mail from Fast Lab Technologies LLC, ************************************. *****. Problem is I NEVER ordered a kit from them. Tried calling there number ************, heard a recording stating that the company wasn't taking calls but you could leave a message on the chat site. The following day, Saturday, received another package. On Monday, 2 packages were delivered. This is an **************** Scam. I spoke to my insurance company Monday, February 26th to report the incident and they said a claim was filed on February 17th and already paid February 25th. ($41.00). Mailed back all the test kits February 25th and wrote Return to Sender-Please don't send again. These are the *** Tracking numbers:**** **** **** **** **** ** **** **** **** **** **** **** ** **** **** **** **** **** **** ** **** **** **** **** **** **** ** It is very upsetting for this to happen and I don't know when the packages will stop!! I read it was happened to other people.

  Business Response

  Date: 03/09/2024

  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 on our system, there was an order placed on September 25, 2023 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Fatigue, and Sore throat.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** 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.
  
  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 1 *** 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, 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. We do want to apologize for the delay of the shipment process. 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.
  
  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 for the charges, you will not be charged. 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. Given that the insurance was active and covered the tests during our initial check, we believe they should be accountable for the tests. That's why we have a dedicated billing team to handle such situations. 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.
  
  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. 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