Business Profile

Medical Equipment

Exact Sciences Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

This business has 1 alert

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.

If you've experienced an issue

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:03/10/2025
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.
Received unwanted/unordered Cologuard Test Kit 3/8/25. I do not want items sent to me (for future insurance billing) without my consent. A Cologuard Test Kit runs about $500. The Exact Sciences Co. said to "throw it away" if I didn't want it (but it supposedly is worth $500?). I believe ******** pays $240. What a waste. Exact Sciences said ******** wouldn't be charged unless I sent the completed test kit back. I don't feel that Exact Sciences should be sending these kits out without my authorization.
Business Response
Date: 03/10/2025
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: 03/11/2025
[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:03/07/2025
Type:Delivery Issues
Status:
UnresolvedMore 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.
During the month of February 2025, I received several notices from Exact Sciences telling me I was overdue for a Cologuard test. I always do this through my ************ Provider (PCP) and just ignored the notices. In the first week of March 2025, I received an email from *** telling me that Exact Sciences was sending a Cologuard test to me. I did not want it except through my PCP. I called Exact Sciences to tell them I did not order it and did not want it and to cancel the delivery. They refused to cancel the delivery. They said my *** ordered it. I contacted my *** and they stated that they did not order it. I then received an email from *** saying the test kit would be delivered. The address was not my current address (it was from 3 years ago). I called *** and asked them to return it to sender but they refused. I assume it was delivered to the ancient address. Exact sciences is sending unrequested test kits to people and refusing to cancel the deliveries or stop sending them, and is lying to people, telling them their PCP ordered it. I would think this is illegal and is a scam. If my PCP hasn't ordered it, there is a good chance my health insurance won't pay for it and I would be charged for it.Please can you stop Exact Sciences from doing this?Thank you.
Business Response
Date: 03/10/2025
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
******************
*******************************************************************************************************
Customer Answer
Date: 03/10/2025
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.

Exact Sciences falsely claims my physician ordered the test kit. I contacted my Physician and they firmly stated they did not order the test kit. The last order on my records for a test kit, was 3 years ago. Exact Sciences sent the test kit without an order from anyone, either me or my physician. Insurance companies are not likely to pay for an expensive test that wasn't ordered by a physician. If it will help stop exact Sciences from sending these unsolicited test kits, I will obtain a signed written statement from my physician, stating they did not order it.

Regards,

***** *********
Business Response
Date: 03/11/2025
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
******************
*******************************************************************************************************
Customer Answer
Date: 03/12/2025
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 tell Exact Sciences to provide the ***** authorization form that they accept, and I will sign it and return it, so that they can discuss their false claims further.
Regards,

***** *********
Business Response
Date: 03/14/2025
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: 03/15/2025
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.

The repsonse from Exact Sciences is totally irrelevant to the case and to the response I sent them. Exact Sciences says they can't discuss the case further without me signing a ***** disclosure form. I asked them to send the ***** form they will accept so that I can sign it. They did not send the form and instead simply repeated that they cannot further discuss the case without an acceptable signed ***** disclosure form. So where is they form they will accept so I can sign it? It appears that Exact Science is trying to ignore this claim and not address it.
Exact Sciences also stated in this most recent response, that I should contact my insurance company. There is no insurance claim involved in this case. None of my responses have indicated that an insurance claim is involved. Exact Sciences is sending unrequested (by individual or doctor) Cologuard test kits to people and lying about it, claiming the physician ordered them. That is the problem in this case.
Exact Science needs to address the claim I am making and admit they are doing this, and stop doing it.

Regards,

***** *********
Business Response
Date: 03/27/2025
Thank you for reaching out and sharing your concerns with us. Understanding the importance of preventive care, many insurance companies have screening initiatives. It is not uncommon for a healthcare provider within the insurance company's network to place an order as part of this initiative. There should be zero cost to the patient as a health plan member benefit. If there is no interest in using the test, the test kit can be recycled at no cost to the individual and a claim will not be sent to the insurance company.
We have documented the feedback in this case and for further assistance we recommend the individual contact our ******************** directly. Please note that HIPAA authorization is required to discuss the matter in more detail and the authorization for Exact Sciences differs from that offered by the BBB.
Our ******************** is available 24 hours a day, 7 days a week. at ************. ************* will be able to review the account and take the necessary actions to rectify the situation.
Sincerely,

***** *****
Sr Manager *************-Quality
******************
*******************************************************************************************************
Customer Answer
Date: 03/27/2025
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.

Exact Sciences still hasn't acknowledged that I did not order the Colorguard kit and that my healthcare provider did not order the Cologuard kit. Exact Sciences has also not acknowledged the signed ***** disclosure I returned. There response has not changed from the start of this complaint. They just keep repeating the same inadequate response that does not address the fact that they are sending out completely unrequested Cologuard kits to people.

Regards,

***** *********
Business Response
Date: 04/04/2025
Thank you for reaching out and sharing your concerns with us. We have attempted to rectify the situation to the best of our ability via the BBB platform. We can only share general information about the order process through the BBB website. 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.
Understanding the importance of preventive care, many insurance companies have screening initiatives. It is not uncommon for a healthcare provider within the insurance company's network to place an order as part of this initiative. There should be zero cost to the patient as a health plan member benefit. If there is no interest in using the test, the test kit can be recycled at no cost to the individual and a claim will not be sent to the insurance company.
We have documented the feedback in this case and for further assistance we recommend the individual contact our ******************** directly. Please note that ***** authorization is required to discuss the matter in more detail and the authorization for Exact Sciences differs from that offered by the BBB. At this time, HIPAA authorization can be completed by speaking with one of our ******************** associates.
Our ******************** is available 24 hours a day, 7 days a week. at ************. ************* will be able to review the account and take the necessary actions to rectify the situation.
***** Corry
Sr Manager *************-Quality
******************?
*******************************************************************************************************
Initial Complaint
Date:03/01/2025
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.
My doctor requested a Blood/Fecal test. Exact Sciences sent the test to my home at the request of my doctor. I completed the requested test. I was provided a bill for $681.00 with the explanation that the test was not authorized by doctor. I contacted Exact Sciences and they confirmed that the test was ordered by the doctor (or they would not have mailed it). Exact Sciences continues to ask for payment. I made a payment of $0.01 and am requesting that they remove the remaining $680.99 from my account.
Business Response
Date: 03/03/2025
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.
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: 03/04/2025
[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:02/28/2025
Type:Order 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.
In December **************************************************************************************************** So, I completed the test and now I just received a bill for nearly $700's. I believe this company may be frauds. They kept sending me text messages to send my samples. So, I assumed my physician had may the order. I think this company should be looked into for shady practice. I should not be charged for something I never ordered. I know believe it's possibly a scam they are running, because they should have gotten approval from my insurance company before sending out the kit.
Business Response
Date: 02/28/2025
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: 03/02/2025
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.
My insurance does not cover the claim was denied and I don't feel I should have to pay for something that your company did not take the time to ensure it was pre-approved. It feels like a bad business practice. I would be satisfied if the charge is waived.

Regards,

********* ********
Business Response
Date: 03/03/2025
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 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: 03/07/2025
[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:02/26/2025
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.
Date of interaction with Exact Sciences Billing: 2/26/2015 at 7:40 pm My wife is suffering from cancer and needs her oncotype to determine which treatment is right for her. Exact Sciences is telling her she needs to pay $2,900 on her credit card if she wants her oncotype determined in time for her Doctor appointment. If she waits for pre approval from her health care company, they can't promise her results in time. My wife felt she was being extorted on the phone, this company is saying she needs to pay out of pocket or they will stall her results if they have to wait for insurance pre approval.
Business Response
Date: 02/27/2025
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:02/21/2025
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.
Cologuard sent me a letter because I wasn't returning my stool sample in a timely manner. The letter stated that ..."We want to send you a $25 rewards card for collecting your sample and returning tour kit. To take part in this one-time offer, our lab must receive your completed kit by January 28th, 2025."The letter from Exact Sciences Laboratory, Was dated December 31, 2024 Order # ******** It is now February 21st ..And I have not received my $25 rewards card.Sincerely ****** *****
Business Response
Date: 02/21/2025
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 call our ******************** at ************ for immediate assistance. Our team is available 24 hours a day, 7 days a week.

Sincerely,

***** *****
Sr **********************Quality
Initial Complaint
Date:02/13/2025
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.
I received an unsolicited email stating my healthcare provider ordered a Cologard kit and Id be contacted when it was ready to ship. I contacted my doctor and there is no order for a kit in my record; I also am not due for this test at this time. The Chat option on their site and customer service by phone *************) would not talk to me unless I gave them specific information like social security number and date of birth, which I assume theyd already have with an order. Honestly, as the voice (or chat person) on the other end kept repeating the same request, it didnt seem like I was asked to give information to an actual person, but to a machine. I dont want the kit or to be charged and the company will not speak to me about cancellation of any order they think they have in their possession.
Business Response
Date: 02/14/2025
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
******************
*******************************************************************************************************
Initial Complaint
Date:02/10/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a box from Cologuard in January 2025, that had not been ordered by myself or any doctor. I refused the delivery and sent it back. I then received a letter around February 4, ****************** to contact them for another collection kit.This company is sending out kits to people that have not been ordered. It is clear that they are perpetrating an illegal act with this behavior. It is obvious to me they are doing this to hope the recipient will think it is legitimate and they can then bill the persons insurance company to get the money. Even worse would be to claim the person owes Cologuard for the equipment and test, when it was never authorized. This business should be reported to the **************************** and held accountable for their illegal activities.
Business Response
Date: 02/11/2025
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: 02/11/2025
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.

There wasn't any doctor order for me with your company. I had just had a colonoscopy, so your statements are not correct. I still believe this company is fraudulently sending these tests out to unsuspecting people. I have filed a complaint with the *** as well.

Regards,

******* *****
Business Response
Date: 02/12/2025
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
******************
*******************************************************************************************************
Customer Answer
Date: 02/12/2025
[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:02/08/2025
Type:Delivery Issues
Status:
UnresolvedMore 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 Cologuard kit which was never requested. It was received on 02/3/25 & was returned,via ****, on the same day. Please stop calling and texting me because I didn't request the kit.
Business Response
Date: 02/10/2025
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.

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: 02/11/2025
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 physician didn't order the test and I returned your unopened box, via ***** Please don't send me anymore boxes because I will mail them back.

Regards,

******* ********
Business Response
Date: 02/11/2025
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
******************
*******************************************************************************************************
Customer Answer
Date: 02/12/2025
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 don't accept the resolution because my physician never ordered the test so why would I give an unsolicited company access to my account. Please don't send any kits to my home.
Regards,

******* ********
Initial Complaint
Date:01/29/2025
Type:Product Issues
Status:
UnresolvedMore 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 letter on 11/3/2024 that stated I would receive a $25 **** card if I sent my Cologuard in by 12/29/2024. Which I did. I received my results on 11/15/2024 by *******. However, I never received the card. I have called several times as well as chatted with someone. I have been told the card was sent to my phone number. I have also been told they did not have my phone number or email on record. I proceeded to give them that information. Every time I call to try to get this **** card, I am told several different things and redirected with different phone numbers. No one can seem to help me. I have been told that because they sent it to my phone they can not resend it. Another number they gave me to call wants the 16 digit card number. I can't give that information if I never received it. Then they proceed to tell me they can't help me and gave me the number that I used the first time to contact them. I feel like this is a scam as I have been given the run around regarding this situation. Please advise or investigate.
Business Response
Date: 01/30/2025
We are in receipt of the complaint submitted with an ID of ********. Thank you for sharing feedback about your experience with our ************* team. I will escalate this feedback to the appropriate team.??

Sincerely,

***** *****
Sr Manager *************-Quality

******************
*******************************************************************************************************
Customer Answer
Date: 01/31/2025
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.
The answer provided from Exact Sciences is vague. Making sure the correct person gets my concerns isn't fixing the problem. No gift card was received by text, email or US mail. I would like the gift card that was stated in the mail that I received from your company.

Regards,

****** *********
Business Response
Date: 01/31/2025
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.
Sincerely,

***** *****
Sr **********************Quality
******************
*******************************************************************************************************
Customer Answer
Date: 02/03/2025
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.

A HIPPA response?? Are you serious. Dealing with this situation is pointless. You are obviously are not going to send the card.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Exact Sciences Corporation is NOT a BBB Accredited Business.