Business Profile

Medical Equipment

Exact Sciences Corporation

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Pattern of Complaints

Complaints

This profile includes complaints for Exact Sciences Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

299 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

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Submit a Complaint

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:07/03/2025
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.
Hello, I am a 73 years old female. I received a package from Exact Sciences March 30, 2025 which was ordered by my Primary doctor (PCP). I followed the instructions and returned the sample back to Exact Science 2 days later. A month later, I started receiving invoices from Exact Science to pay $254.44. I was unpleasantly surprised because I never had to pay anything for my prior stool tests. I called them and asked for an explanation, they assured me that my insurance will cover all of it. But the invoices kept coming, showing they were paid by my insurance $117.22 but the remaining balance was my responsibility. I called my insurance company and made an appeal. I also called my PCP and they informed me that the provide: Exact Science was aware of my insurance coverage and they were supposed to/and obligated to call or write to me about the co-pay of $254.44 before sending the test. That they needed to obtain my agreement before sending the test kit and processing it. Facts are: Exact Science NEVER CALLED OR WROTE TO ME ABOUT THE CO-PAY. I did not give EXACT SCIENCE a permission, approval they refuse to fix their mistake: I DID NOT KNOW THERE WAS A CHARGE, NOR DID I AGREED TO PAY THE CO-PAY. THERE WAS NO INFORMATION IN THE TEST KIT MENTIONING THAT THERE IS AN OUT OF POCKET CHARGE HAD I KNOWN THERE IS A CHARGE, I WOULD HAVE NOT ACCEPTED THE TEST KIT My previous stool test kits were always free of charge as it is a preventative health measure for my age. Please help me and advise how I should handle this situation.
Business Response
Date: 07/08/2025
Thank you for your review. Under the *************** Act, Cologuard should be covered with no copays or deductibles for eligible patients because it is one of the seven colorectal cancer screening methods recommended by the United States ******************* Task Force. Exceptions for coverage may apply; only the insurer can confirm how Cologuard would be covered. We have resources available at *************************************************************** to help with the appeals process if a claim has been processed incorrectly. Please visit or call the Exact Sciences ******************** at ************. The team is available 24/7 to help.
Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 07/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This priovider is in violation of "The No Surprises Act" which protects consumers from unexpected bills imposed by providers who bill consumers without advanced notification and their consent to pay the co-pay. The No Surprises Act is a federal law ( as well as States law) that went into effect on January 1, 2022. I was not notified of charges and didn't agree to pay upfront due to provider's lack of transparancy.
Exact Science needs to :
1. Stop sending invoices, drop the charges, they already collected money from my ********* and my insurance company.
2. Publicly apologize to me for the numerous hours and stress that I went through regarding this matter.

[Please type your response here.]

Regards,

***** ********
Business Response
Date: 07/15/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further.  The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.

We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 6:00 AM to 10:00 PM, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 07/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My dispute for my surprise billing by Exact Science has not been resolved. They have not offered any reasonable resolution.

Needless to say,
I did not order the test
I was not notified about the cost
I did not sign and provide informed consent for the test or for any associated costs
The No Surprise Act-2022 protects Consumers/Patients from providers billing for their services/products (out of network) without patients knowledge/consent.
Ms. ***** has requested my signed HIPPA form in order to reply to my dispute. I dont feel comfortable revealing my medical information unless there is a legal reason.

I expect the billing activities for this unordered test to be dropped and removed from my account.
I also expect your written reply within 30 days.

Regards,

***** ********
Initial Complaint
Date:06/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the second time within my household that an incentive offer from Cologuard Exact Sciences was received dated weeks before it was delivered, leaving only ***** hours to complete and have delivered to their lab a stool test kit. This incentive offer letter I received (see attachment) is dated 5/22/2025. I received this letter in the mail on the evening of 6/17/2025. According to the letter, in order to receive the $25 gift card they needed to receive my stool collection kit within the next 2 days. The previous incentive letter was sent to my husband dated a full month prior to him receiving it. The day he received it in the mail was the day AFTER they required the stool collection kit be delivered to them. We have never had delivery issues with our **** mail, which is delivered to a locked key box. Once may be a fluke, but twice - once each for two separate individuals - makes it seem nefarious and disingenuous. Possibly, an intentional act to prevent from having to fulfill the ******** they somehow benefit from withholding these gift cards? Or, with this practice on a larger scale perhaps they're saving money by not fulfilling these offers? Or, is the practice of mailing these weeks after their date an internal problem they have yet to address?My concern is their business practices around the incentive offers. $25 may be a small amount but it quickly adds up over the large customer base they are serving. This seems shady.
Business Response
Date: 07/01/2025
We are in receipt of the complaint submitted with an ID of ********.
Below are general considerations that we can share about the incentive offer. Please be aware we cannot disclose any patient-specific information in accordance with the **************** Portability and Accountability Act of 1996 (HIPAA) and its implementing regulations.
If the sample is returned by the deadline stated in the offer letter, it typically takes 6 to 8 weeks after the kit was returned for a digital prepaid card to be sent via text or for a physical prepaid card to be mailed. If the kit has been returned within this time frame please call our offices for further assistance.
Our ******************** is available 6:00 AM to 10:00 PM, 7 days a week. at ************. ************* will be able to review the account and take the necessary actions to rectify the situation.
Thank you for bringing this to our attention. We are committed to providing the support you need.
Sincerely,

***** *****
Sr Manager *************-Quality
******************
*******************************************************************************************************
Initial Complaint
Date:06/26/2025
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 has continued to call, email, and send unwanted mail to me after I have rejected their offer of service and sent an unwanted test kit that was mailed to me back to them as returned mail. I have asked this company to stop soliciting me for business, but the unwanted communication has not ceased. It has become annoying and I feel that this is borderline harassment.
Business Response
Date: 06/26/2025
We are in receipt of the complaint submitted with an ID of ********. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we ask that the individual to call our ******************** at ************ for immediate assistance. Our team is available 24 hours a day, 7 days a week.

Sincerely,

***** *****
Sr **********************Quality

******************
*******************************************************************************************************
Initial Complaint
Date:06/19/2025
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.
Received un-ordered Cologuard box. Continue to receive emails and texts from them. was NOT ordered by my PCP or insurance. Texts and email are continuous and more intimidating.
Business Response
Date: 06/25/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit. Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 06/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My PCP did not order the test, nor did any of my doctors. Please provide the name of the doctor requesting this test. It can be emailed or texted directly to me. I am also deeply concerned about the amount of personal information that has been provided to this company. Additionally, the number of texts that I have received have become increasingly aggressive from "reminders" to "as soon as possible," to "this week" and finally "immediately". I suggest that the one-way communications to me from the company regarding awaiting test results cease. I will not be participating.
Regards,

******* *********
Business Response
Date: 07/03/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further.  The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 7 days a week from 6:00 AM to 10:00 PM. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 07/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I called the phone number for the customer service and was asked for a lot of private information. While I did enter my birthdate, I stopped when asked for more information. There is nothing short of a letter from them to me, explaining exactly how and why this was sent to me and who released confidential information. They already HAVE what they need, obviously, to contact me directly.

Regards,

******* *********
Business Response
Date: 07/08/2025
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 07/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

How empowering it must be to simply "declare a matter resolved" without resolving. While I do not accept the responses, I can see that it's clearly a lost cause to try and pursue this. I do send prayers that those contacted by this company receive accurate diagnoses and treatment for people that need it, and for those who don't, that they are not taken advantage of. Mental and health care (and integrity to provide such) are always of utmost importance.

Regards,

******* *********
Initial Complaint
Date:06/17/2025
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.
Exact Sciences is the supplier of the medical test named Cologuard. They advertise and promote the test nationally via direct mail and social media. I responded to an offer that arrived by mail. The test kit was received in the last week of February 2025. There was no mention of costs or fees associated with the test and the supplier asked if I had medical insurance. I supplied them with my insurance company and after a few weeks , was advised that I was "approved". I returned the test as instructed and received the test results. Some weeks later, an invoice for $681. arrived in the ******* no time, was I instructed of any costs, only that my medical insurance had approved the test.This is a perfect example of deceptive marketing . Exact Sciences does not mention any fees for the test with the hope a client will expect their insurance company will pay. They are fond of late fees and the ability to damage credit history as well.
Business Response
Date: 06/18/2025
Thank you for your review. Under the *************** Act, Cologuard should be covered with no copays or deductibles for eligible patients because it is one of the seven colorectal cancer screening methods recommended by the United States ******************* Task Force. Exceptions for coverage may apply; only the insurer can confirm how Cologuard would be covered. We have resources available at *************************************************************** to help with the appeals process if a claim has been processed incorrectly. Please visit or call the Exact Sciences ******************** at ************. The team is available 24/7 to help.
Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 06/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is educational for me. With the response provided, I have to ask why my insurer was not billed directly or co-billed with me. I will pursue the assistance you have offered, thank you.

Regards,

****** ******
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is a fraudulent scam of a company obtaining individuals address and contact information to send packages never ordered nor authorized. I would like to be removed from this companies solicitation list. I would also like to give this company an F rating for the unethical and poor business practices. It should be against the law for companies to obtain your information without your consent.
Business Response
Date: 06/13/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many healthcare providers have certain screening initiatives. Therefore, it is not uncommon for providers specialized in such screening to order a test for patients in their healthcare organization. If, however, there is no interest in using a test, then it can be recycled.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:06/06/2025
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 received a package from exact sciences which I normally my doctor ordered. I have not yet checked to see if my insurance was charged but I hope not as it was never requested!
Business Response
Date: 06/06/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering.There should be zero cost to the patient as a health plan member benefit.Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Initial Complaint
Date:06/02/2025
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.
My husband and I were sent colaguard kits that we not only didn't ask for but did not want. I have no idea why we got them. Our physician didnt order them nor did we. Now I am getting daily phone calls from this company and when I ask them to stop I'm told they need to transfer me to a supervisor who doesn't pick up the phone to do so. I should not be harassed by this company. Their product was put in the garbage. I want this all to stop.
Business Response
Date: 06/06/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.
Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result.

Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 06/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

******** *****. My complaint is the continuous phone calls. I've not had a doctor visit in several months so I'm sure that's not who ordered the test. All I want is to be left alone. No phone calls no emails no anything from this company. Funny how when I tried to call and get off their phone call list they couldn't find a record of my number but yet they called and called and called it. I just want no further communication with this company.
Business Response
Date: 06/13/2025
The feedback provided in this case has been recorded and this matter will be considered resolved. Protecting our patients health information is priority for Exact Sciences and proper ***** authorization has not been obtained. The ***** authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 06/16/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** *****
Initial Complaint
Date:05/02/2025
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.
This company continues to send me unauthorized kits and charging my insurance. I have asked them several times throughout the years to STOP sending me this unauthorized kits and charging me for them, but they do not listen and continue to do otherwise,
Business Response
Date: 05/07/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many payers have screening initiatives. Therefore, it is not uncommon for a provider within the payers network to facilitate ordering. There should be zero cost to the patient as a health plan member benefit. Please note that if there is no interest in using the test, a test kit can be recycled at no cost to the individual and a claim will not be sent to the insurer.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

***** ****
Initial Complaint
Date:04/25/2025
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.
Cologuard sent a kit to me without my knowledge, approval or previous contact and now they refuse to pick it up. I did not consent to a kit. I went to a doctor for a knee injury and at the end of appt. he mentioned unrelated cologuard which was disturbing and I made it clear I was not interested and that my oncologist said not to do these tests and I confirmed not interested. I did not give him any permission, approval or interest in having a kit ordered. The fact that cologuard sent a kit without getting my approval, contact, or agreement is extremely unethical and now they refuse to fix their mistake. *** is picking this package up and returning it to them. I want to have it confirmed that they will not make the mistake of being any more rude and billing me for something I never instigated, requested, or agreed to, to anyone!
Business Response
Date: 04/28/2025
We are in receipt of the complaint submitted with an ID of ********. We take all feedback seriously. Although we cannot disclose any patient information pursuant to the **************** Portability and Accountability Act of 1996 and its implementing regulations (HIPAA), we can offer general information to resolve the matter.

Currently, the test can only be ordered for individuals with a prescription from a physician. Understanding the importance of preventive care, many healthcare providers have certain screening initiatives. Therefore, it is not uncommon for providers specialized in such screening to order a test for patients in their healthcare organization. If, however, there is no interest in using a test, then it can be recycled.

Regarding the concern about being charged for a test kit,please note that a claim is only sent to an insurance company after a valid test result. If there are any questions on insurance coverage, our ******************** is available at ************.

We hope this information is helpful and addresses the initial concerns. We encourage the individual to contact our ******************** at ************, which is available 24 hours a day, 7 days a week, to directly address any remaining questions or concerns.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 04/28/2025
Full name: ****** ******
Business Response
Date: 04/29/2025
We are very sorry that our response has not resolved the matter.? In accordance with the **************** Portability and Accountability Act of 1996 (HIPAA), we will need a signed HIPAA Authorization to discuss this matter further. The HIPAA authorization form on the BBB website does not transfer to Exact Sciences.
We also welcome the individual to call our ******************** at ************ for immediate assistance.? Our team is available 24 hours a day, 7 days a week. If the individual does not wish to contact us directly, we suggest they reach out to their insurance company for resolution.

Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************

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