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:02/26/2024

  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 on-line Covid In-home test Kits. They requested insurance information. I entered my ****************** Number. I just found out after that they fraudently charge $325 for each kit with a total of $2,275.00 they say I owe. I live on SS and ******** and I don't have that kind of money. This is from their website.$0 Cost Covid-19 Rapid Antigen + PCR Testing At-Home Saliva Testing delivered to your home.

  Business Response

  Date: 03/10/2024

  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 9, 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 kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on January 9, 2024. While the last shipment was processed on February 7, 2024. Unfortunately, we were not able to receive any order 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 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.
  
  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:02/26/2024

  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.

  This test was supposed to be free of charge and now I received two more items which I did not open. I am returning everything I dont want any surprises about charges.

  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 26, 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: Medical referral.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  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:02/23/2024

  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.

  This company is a scam and fraud .. linked its self similarly to the free government Covid test offered. Now they continue to try to bill my health insurance and mail unsafe products to me. They have no way to contact them or cancel.

  Business Response

  Date: 03/10/2024

  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 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, and Cough.
  
  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 bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that we will continue to work with your insurance company with regards to the claims, and as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  It is right to say that 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 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 these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/23/2024

  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 "free" COVID-19 test kits from FastLab and entered my insurance information; they've since sent me 8 test kits and continually bill my insurance for $325 each. My insurance has noted it as "out-of-network" and indicate that I need to pay for the test kits. I have not yet received a bill from FastLab nor can I find a phone number to call. I want to cancel the delivery of these test kits. Should I "return to sender?" I will call my insurance company. This company needs to be shut down for fraudulent business.

  Business Response

  Date: 03/10/2024

  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 23, 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, Chills, Headache, Congestion or runny nose.
  
  Your order for 2 PCR and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on January 23, 2024. While the last shipment was processed on February 12, 2024. Unfortunately, at the time when you reached out us on February 23, 2024, we already shipped all of the test kits, and there was nothing left to cancel. 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.
  
  Additional information, our PCR test is required to be returned to us within seven 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 PCR testing, please use it before sending it back to us. For PCR 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.
  
  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.
  
  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:02/23/2024

  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.

  Complaint taken over phone by BBB representative BA Consumer ordered free COVID tests in December 2023 from the business, which she received. Now the business is trying to bill her insurance $325.00 for the free tests.. Her insurance company is not willing to pay.

  Business Response

  Date: 03/10/2024

  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.
  
  Your order for 2 PCR and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 26, 2023. While the last shipment was processed on February 1, 2024. Unfortunately, we were not able to receive any order cancellation request, so we were able to ship all of the test kits. 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.  Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  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.
  
  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:02/22/2024

  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 need to report this issue as a FRAUD!! They are charging my medical insurance for these boxes with 2 tests that my personal doctor NEVER orders these tests to me, Is for ( ***** and ****) That was never ordered to me. And if my doctor needs any test, I will be given instructions by my doctor/nurse in their own LAB. Not in ********, in BROOKLYN **. To me this is fraud....... just to charge MEDICAL They sent me 2 boxes, I never personally NEVER ordered from them.... NOr my doctor. They didn't charge me, but I know how this works..... I was a medical ****** 25 years ago..... So to me this is FRAUD using my medical I have an **** plan by MEDICAL.I reviewed this company, they also have LAB in *********** **********, To me this is FRAUD!!!More people wrote complaints about them online.... I don't want my name online or public. I really don't want them charging MEDICAL on my name ...........Thank you so much. I'm ******************* ******************************************* Please investigate this.......FAST LAB TECHNOLOGIES LLC **************************************** Send me 2 boxes

  Business Response

  Date: 03/10/2024

  Hi ****,
  
  I hope this email finds you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible, no test kits shall be sent to you.
  
  We thoroughly checked your order information in our system and we received your order for 2 PCR and 8 Antigen test kits dated September 21, 2023, under your name ******************* with free shipping. For free shipping, typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped. This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it. Upon checking, your first package was processed 09/21/2023 while the last package was processed 02/19/2024. We were only able to shipped you 1 PCR and 7 Antigen test kits upon your request to cancel your remaining scheduled order.
  
  Please be informed that the delay of shipment was due to the huge back order we experienced. Our team worked double to time to wrap up all pending orders that have not been cancelled and shipped yet.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19, experiencing fatigue and medically referred.
  
  Please be informed that we cant obtain such sensitive information unless otherwise provided by the sole owner. Placing of the order in our order form is at your own discretion. Rest assured your information is protected under HIPPA and therefore shall not be disclosed without permission/authorization from the owner.
  
  We assure you as well that all complaints are being assessed and addressed properly.
  
  Moreover, charges will apply accordingly to your insurance to the number test kits were shipped to you. Since your insurance was verified eligible, your insurance should cover the ordered test kits. Furthermore, we will continue to communicate with your insurance regarding the claims and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not bill you for any remaining balances.
  
  Should you need further assistance, you can reach to us via our customer chats supports 24/7. We will be glad to assist you to the best we can.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/22/2024

  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.

  This company is repeatedly billing and my insurance company for Covid test that were offered as free and they have sent in 10 claims for $325 a piece, but were offered to me as free home Covid test. And upon calling the company, there's message that says that their phone support system is unavailable.

  Business Response

  Date: 03/10/2024

  Hi ******,
  
  I hope this email finds you well.
  
  We appreciate you reaching out with your order experience with us. We would be glad to address your concern and clarify your confusion.
  Please be informed that our COVID-19 test kits are free of charge to you provided with your valid and eligible insurance. You wont be paying out of your pocket once your insurance is verified eligible. You will receive your test kits and your insurance will cover for you and will pay Fast Lab. If verified ineligible, no test kits shall be sent to you.
  
  We thoroughly checked your order information in our system and we received your order for 2 *** and 8 Antigen test kits dated January 24, 2024, that makes a total of 10 kits in all, under your name *********************** with free shipping. For free shipping, typically it takes 2-5 business days to deliver your first package. The test kit packages are delivered with date interval until all total number of test kits is shipped.
  
  This delivery arrangement was intended for all the customer/patient including you to have the chance to cancel the scheduled order if you no longer need it. Upon checking, your first package was processed 01/24/2024 while the last package was processed 02/09/2024, and all of your orders were successfully delivered to the address you provided with us.
  
  Since we have verified your insurance eligible, we were able to process it, together with the approval of your order by our medical professionals for having the reason of being Exposed to Covid-19.
  
  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 do want to assure you that we will continue to work with your insurance company on this claim and as long as your insurance is active and up to date there will be no charge to you. Your insurance company will pay Fast Lab and we will not be billing you for any balance.
  
  We sincerely apologize if you have not reach us through our phone line but moving forward kindly, please reach us through our customer chat support line available 24/7. We will be glad to assist you to the best we can.
  
  Should you need further assistance or if you have further questions, please let us know.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/22/2024

  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.

  I ordered 2 kits advertised for free. Fast Lab Technologies starts sending me bills As of today February 22,2024 I have received 5 bills amounting $325.00. They tried to bill my insurance but denied coverage.1st bill on 1/15/2924 claim #********* 2nd bill 1/16/2024 claim #********** 3rd bill 1/30/2024 claim #********** 4th bill 1/30/2024 claim #********** 5th bill 2/1/2024 claim #********** I dont understand FALSE ADVERTISEMENT I ONLY RECEIVED 2 kits.Can you help me

  Customer Answer

  Date: 03/18/2024

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

  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 January 16, 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 your order form when you processed and 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 January 16, 2024. While the last shipment was processed on February 9, 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:02/20/2024

  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 ordered some covid tests from a website I found on ********* Was told that if they were NOT covered by insurance that I would receive a phone call and email. I also messaged them stating the same. That if they were not covered by my insurance that I was not interested and not to send them to me. I assumed when I received the package that it was either covered by my insurance or was free. There is nothing in the packaging stating any different. But come to find out they billed my insurance $325 which I did not agree on. I never got that phone call or email stating any charge.

  Business Response

  Date: 03/12/2024

  Hi ******,
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on December 20, 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, Fever, Chills, Cough, Fatigue, Muscle or body aches, Headache, Sore throat, Congestion or runny nose, Diarrhea.
  
  Your order for 2 PCR and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 20, 2023. While the last shipment was processed on February 1, 2024. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  Rest assured that we will continue to work with your insurance company regarding the claims, and as long as your insurance is active and up-to-date there will be no charge to you. Your insurance company will pay Fast Lab, and we will not be billing you for any balance. Please take note as well that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. As long as the business continues to obtain payment from the insurance with no monetary needs from me now, or in the future. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/20/2024

  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 Fast Lab covid kit thinking it was free since i am on ********* Provided them with my ****************** number . I did not receive anything until my Covid was gone! then they keep sending me more and more kits which I did not ask for! this is indeed a scam and need it stopped! Please help. Thank you.

  Business Response

  Date: 03/04/2024

  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 on our system, there was an order placed on January 31, 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.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on January 31, 2024. While the last shipment was processed on February 12, 2024. Unfortunately, we did not receive any cancel order request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You wont be paying out of your pocket. Once you are verified eligible, you will receive your test kits, and your insurance will cover them for you. Your insurance will pay Fast Lab. If you are verified as ineligible, no test kits will be sent to you.
  
  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