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:02/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what was advertised as a free covid test. It came and then I seen unauthorized charges on my insurance company so I returned to sender. I refused all future tests and postal sent back. They've been charging my insurance for unauthorized tests never done.

  Business Response

  Date: 02/20/2024

  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 27, 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.
  
  In your case, we were able to receive your order cancellation request, so we were able to cancel the remaining scheduled orders. To be precise, we were able to process the first shipment on December 27, 2023. While the last shipment was processed on January 22, 2024, So out of 2 PCR and 8 antigen test kits, we only sent you 1 PCR and 7 antigen test kits. Since all of the test kits have been shipped and we have already managed to cancel the remaining ones, we will no longer send you any test kits. We will no longer bill your insurance for any kits from our company, as we will no longer send you any test kits.
  
  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 this matter, 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: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I Your Answer Here]

   I did not keep the tests and sent them back as refused so they were returned to the company. I am not paying nor is my insurance

   

   

   

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

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

  Business Response

  Date: 04/03/2024

  Hey *******

  We do not charge our patients for the test you received but we do charge the active insurance you provided when you first ordered our tests and since your insurance is active and up-to-date when we did our initial check, our medical billing team will further communicate with them. 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 ***************. 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:02/14/2024

  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.

  On 1/8/24 I came across an ad for FREE Covid tests, which I ordered. The company, Fast Lab Technologies LLC, located at *************************************, requested my medical insurance information, which I provided. I am currently receiving almost daily deliveries of tests. I attempted to call the company to ask them to stop sending the deliveries but apparently the phone number is not in service. I realize that this is fraud and I am concerned about the effect on my medical insurance, which has not, of yet, been compromised. I need the company to be notified that I do not want any more of their product and that I would like to send back everything that they have sent me, which I haven't used.

  Business Response

  Date: 02/20/2024

  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 8, 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. To avoid being billed, we kindly request you 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 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 8, 2024. While the last shipment was processed on February 7, 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 kits from our company, 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 this matter, 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.
  
  With regards to the accommodation through our phone number, there are times that we are experiencing a huge volume of calls, chats, and emails. Together with peak order times, there might be a chance that we've overlooked accommodating your call. We sincerely apologize for this oversight on our part. Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I clearly stated, in my original correspondence, that I do not want my insurance company to be billed.  Billing the insurance company was not made clear in the advertisement.  It was implied that the kits were available, at no cost, as in the first days of the pandemic.  

  After reading the numerous reviews, all of which were negative, I could not locate even a single review that was not negative.  

  I want to know that my insurance company will not be billed.  They have already assured me that they would not pay for the tests even if they were billed.

  As I offered previously, I will be happy to send all the tests back to you.  None have been used.

   

   

   

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

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

  Business Response

  Date: 04/03/2024

  Hey ****!

  I understand your concern. The tests you ordered were $0 to you as the patient and our medical billing would then take of the charges with your insurance. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance and at the time of the ordering of the test, you did **** **********

  As for the charges, you, as the patient, 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.

  Kind Regards, 

• Initial Complaint

  Date:02/13/2024

  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 two free COVID tests online and got a box from Fast Lab in the mail a month later. This test said it needed to be sent back to the lab for results. I was not under the impression that this was what I had ordered. I suddenly got a claim from my insurance for $325 and they have issued a total of 8 claims. All declined by the insurance. Today I received day a second test in the mail. I never sent a test in to the lab since I was not sick and just wanted a test handy in case of sickness. I have not received any bills, but will obviously not pay for these tests. I have two unused kits and do NOT want any more. A search online for Fast Lab online shows that numerous people have the same issue as me. How do I resolve this?*****************************

  Customer Answer

  Date: 03/09/2024

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

  Business Response

  Date: 03/23/2024

  Hi ******
  
  I hope you are doing well as I send you this email. We sincerely regret any confusion or inconvenience this may have given you, and we appreciate you taking the time to get in touch with us.
  
  Upon thoroughly checking on our system, there was an order placed on December 31, 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, Chills, Fatigue, Headache, Congestion or runny nose.
  
  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 PCR test. The PCR 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 PCR and 8 Antigen test kits makes it 10 test kits in 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 31, 2023. While the last shipment was processed on February 2, 2024. Unfortunately, upon thoroughly checking our records, it shows that we haven't received an 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 any test kits. We will no longer bill your insurance for any kits from our company, as we will no longer send you any.
  
  Furthermore, please be guided our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. You won’t 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 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. 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:02/13/2024

  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 test kits ! And this company keeps sending me all kinds of different kinds of test , And wanting me to send them back to them, Am not even sure what these test are for, The first one that they sent me was some kind of DNA test, Which I never ordered, Second one is some kind of SALIVA test which I never ordered, I don't know if my insurance is paying for these random test but I intend on finding out. I don't want these things sent to me and I have not been able to find out how to cancel them !

  Business Response

  Date: 02/20/2024

  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 30, 2023 for 2 *** and 8 antigen under your name ********************************* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Exposed to Covid-19.
  
  To clear things out, upon placing an order in our system, it will not go through if any of the information asked is not provided by the patient. Also, after filling out the order form, your order will be in queue to be approved and finalized by our medical team. 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.
  
  For another clarification, here at Fast Lab, we offer a different type of test kit that can be used for COVID-19 testing. These different types of testing kits are to provide options to our dear patients in terms of which COVID-19 testing kit they are comfortable using. As of now, we are offering saliva and nasal test kits for COVID-19 testing, and these are the only test kits that we send to our customers. Our Antigen/home test kit requires to come with our *** test. The Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. 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 December 30, 2023. While the last shipment was processed on February 2, 2024. Unfortunately, at the time when you reached out to us on February 12, 2024 to cancel the remaining test kits, we already shipped all of your test kits, so we were unable to cancel it at that time and you were inform as well by one of our customer support. Since all of the test kits have been shipped, we will no longer send any test kits. We will no longer bill your insurance for any kits from our company, as we will no longer send you any.
  
  Furthermore, please be guided that we are not funded by the government, 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 this matter, 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 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:02/09/2024

  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 keep receiving these Covid tests and I can not get through to anyone to cancel the order. I do not have insurance and do not want to be charged. I did not order all of these tests.

  Business Response

  Date: 02/25/2024

  Hello *******,
  
  Thank you for contacting us about your order and we apologize for any confusion.
  
  We offer a no-cost COVID-19 test if your insurance is active and eligible for COVID-19 test kits and if you meet the medical necessity after telehealth consultation.
  
  It shows that  you placed an order on 09-06-2023 for 2 *** and 8 antigen test kits with the reason "Cough, Fatigue, Muscle or body aches, Sore throat, Congestion or runny nose".
  
  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. You may have not edited this area on accident and therefore received the default amount of *** and rapid test kits.
  
  As of today, we have sent 2 *** and 8 antigen kits. We will not be sending any additional kits.
  
  For your reference, here is a summary of the shipments and their contents:
  
  1st Shipment Box: 1 ***, 1 Antigen Test
  2nd Shipment (Bubble Mailer): 2 Antigen Tests
  3rd Shipment (Bubble Mailer): 2 Antigen Tests
  4th Shipment (Bubble Mailer): 2 Antigen Tests
  5th Shipment Box: 1 ***, 1 Antigen Test
  
  We also checked our system and there is no history of any cancellation request.
  
  Since you qualified for the $0 cost COVID test kits and ordered this test under your insurance coverage, we want to assure you that there will be no out-of-pocket costs for you.
  
  Our Antigen/home test kit requires to come with our *** test. The *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. 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.
  
  Please don't hesitate to reach out to our chat support team: ************************************.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************ is charging for a free in home covid test. I do not remember giving them my insurance information but I know I would never order them and then for them to say I order them 2 days in a row is really inaccurate ************ is a scam and needs shut down

  Business Response

  Date: 03/25/2024

  Hello ******
  
  Thank you for contacting us about your order. We offer a no-cost COVID-19 test if your insurance is active and eligible for COVID-19 test kits and if you meet the medical necessity after telehealth consultation.
  
  Before placing an order on our website and sent to the approval queue, you must provide all of the necessary information that our staff would need otherwise the form will not be sent through as a submission.
  
  It shows that  you placed an order on 12-11-2023 for 2 PCR and 8 antigen test kits with the reason "Exposed to Covid-19".
  
  As of today, we have sent 2 PCR and 8 antigen kits. We will not be sending any additional kits.
  
  To summarize the shipment and content of your packages please check the following information below:
  
  •1st shipment box - 1 PCR, 1 Antigen – Shipped 12/12/2023
  •2nd shipment (bubble mailer) - 2 Antigen Tests – Shipped 1/31/2023
  •3rd shipment (bubble mailer) - 2 Antigen Tests – Shipped 02/02/2024
  •4th shipment box - 2 Antigen Tests – Shipped 02/05/2024
  •5th shipment box - 1 PCR, 1 Antigen – Shipped 02/10/2024
  
  Since you qualified for the $0 cost COVID test kits and ordered this test under your insurance coverage, we want to assure you that there will be no out-of-pocket costs for you.
  
  If you have any further questions or require additional assistance, please don't hesitate to reach out to our chat support team: ************************
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/08/2024

  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 signed up for a free covid test online from FastLab tech through Instagram. I was sent the tests and then I took one of the tests at home. I was then subsequently sent 2 more packages with Antigen tests that I did not request. I noticed that they billed my insurance $325 for each one - I was not aware that they are charging and they said it was FREE. I am not paying this money nor is my insurance company. I don't even recall giving them my insurance information - i would like a copy of that information. So far I havne't received a bill but I ABSOLUTELY cannot afford $975 FOR COVID TESTS. This is ridiculous and I can't even get a hold of them, they are not taking calls and their chat function is a joke.

  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.
  
  Since we verify your insurance eligibility, we were able to process your order. Your order for 2 PCR and 8 antigen test kits was received under your name Lianne Stoddard last January 13, 2023 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. All of your orders were successfully delivered. Your first was processed on 01/13/2024 while your last package was processed 01/31/2024.
  
  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 PCR test. The PCR 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 PCR 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 PCR and 8 Antigen test kits makes 10 test kits in 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.

  Moreover, there were only 1 PCR and 7 Antigen test kits successfully delivered and that remaining scheduled order were cancelled as we received your expression of non-interest with the test kits and regarded our billing practices unlawful. One of our customer chats supports responded to you and informed you that your concern will be forwarded and addressed by our Billing Department, the chat was dated 02/08/2024.
  
  Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily. Please take note that we are unable to do billing adjustments due to the fact that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. 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:02/08/2024

  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.

  Fast web technologies sent me a bunch of covid tests in the mail that I did not order. I thought it might be a scam so i checked my credit cards to see if i had been charged which i had not. Then i see that they sent a claim to Cigna, my insurance, for $325. I contacted ***** and told them it was a fraudulent claim. I don't want them to send me a bill for these tests and I don't want them to keep sending these or keep charging CIgna on my account. How should I proceed? Thank you. *****************************

  Business Response

  Date: 02/25/2024

  Hello ******,
  
  Thank you for contacting us about your order and we apologize for any confusion.
  
  We offer a no-cost COVID-19 test if your insurance is active and eligible for COVID-19 test kits and if you meet the medical necessity after telehealth consultation.
  
  When you place your order, our system will check if you have qualified to order our COVID-19 tests at a $0 cost based on the reason for testing that you have specified upon ordering.
  
  It shows that  you placed an order on 09-06-2023 for 2 PCR and 8 antigen test kits with the reason "Headache".
  
  As of today, we have sent 2 PCR and 8 antigen kits. We will not be sending any additional kits.
  
  For your reference, here is a summary of the shipments and their contents:
  
  1st Shipment Box: 1 PCR, 1 Antigen Test
  2nd Shipment (Bubble Mailer): 2 Antigen Tests
  3rd Shipment (Bubble Mailer): 2 Antigen Tests
  4th Shipment (Bubble Mailer): 2 Antigen Tests
  5th Shipment Box: 1 PCR, 1 Antigen Test
  
  Since you qualified for the $0 cost COVID test kits and ordered this test under your insurance coverage, we want to assure you that there will be no out-of-pocket costs for you.
  
  Rest assured, no more packages will be sent to your address and we will continue to work with your insurance regarding on the claims.
  
  Please don't hesitate to reach out to our chat support team: ************************************.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Covid approximately two months ago and then I got sick again last month I knew it wasnt Covid so I searched for test related to the respiratory virus RSV I came across a site that says free government test or at least I thought it did but as I stated, I thought it was a RSV test. I received one test in the mail that you have to mail back to them and then I received eight more at home test for Covid. The test that I mailed back to them they sent me a email stating that I was positive for Covid. I wasnt even checking to see if I had Covid cause I already had it and I knew that so I sent them an email back and they stated in their email that there was a doctor listed on the email who was CCed so if I had any questions, I could respond. I responded and asked why they gave me a Covid test that I did not request a Covid test and I had Covid the month before they never responded to my email and since then they have sent me two more boxes of test I got one today and they have so far billed my insurance company over $800 for these test which thank God my insurance company denied!!!

  Business Response

  Date: 02/25/2024

  Hi ******,
  
  I hope this email finds you well.
  
  We appreciate you reaching out to us with your concern and we apologize for the inconvenience and confusion this has caused.
  
  We thoroughly checked our chat history with you and it shows you reached out to our medical team for the following symptoms; Cough, Fatigue, Muscle or body aches, Headache, Sore throat, Congestion or runny nose, Nausea then our medical team asked you about if ever you have been exposed to COVID-19 and if you have further symptoms you were experiencing. You have responded that you were experiencing symptoms of RSV and that you also did have taken COVID-19 test at home and you were negative but you also added that you are having symptoms such as hills and body aches, headache, fatigue, and chest congestion with painful cough which is all of your symptoms were related to COVID-19. With that reason our medical team approved your order and we verify your insurance eligibility as the next step. Since we verify your insurance eligible, we were able to process your order.
  
  Your order for 2 *** and 8 Antigen test kits was received under your name *****************************, last December 26, 2023 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. All of your orders were successfully delivered. Your first was processed on 12/26/20223 while your last package was processed 1/07/2024. Rest assured we only deliver exact number of test kits ordered.
  
  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. Our Antigen/home test kit requires to come with our *** test. The Fast Lab COVID-19 at-home *** kit is a molecular test, also known as a reverse polymerase chain reaction (RT-***) test. Our *** test is the most accurate way of detecting if you have COVID-19. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  In addition, 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 own pocket. Once verified eligible, you will receive your test kits and your insurance will cover for you and your insurance will pay Fast Lab. If verified ineligible no test kits will be sent to you.
  
  You mentioned about email and there were list of doctors CCed, we sincerely apologize if they have not responded with your query. They were CCed only to cater health issues or about the results you received. For questioned regarding why you received COVID-19 test kits and expecting the other way around should have been addressed to customer service representative.
  
  Moreover, it was clearly shown in our website that we only offer COVID-19 test kits and no other services provided. There was no record of inquiry regarding RSV or if COVID-19 can detect RSV, in our chat history before placing your order.
  
  Furthermore, charges of billing will apply accordingly to the test kits sent to you. We will continue to communicate with your insurance regarding the claims and make sure no balances will be charged to you.
  
  Should you need further assistance feel free to reach out to us. We will be glad to assist you.
  
  Thank you for your patience and understanding as we work on this matter.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:02/06/2024

  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.

  January 1, 2024 My husband and I test positive for covid on the 31st of December, on January 1st I went on line looking for free covid test because we needed to test at the end of our quarantine. It brought me to Fast Lab Technologies. It said it was free and all I had to do is enter my insurance information. By the time we got the first kit we were well. They ended up sending 3 more test. Which I still have unopened. Yesterday I received a explanation of benefits from my insurance. Saying I owe Fast Lab Technologies ******. Let me reiterate they said these test were free. I have found a letter from another consumer saying the same thing. I am sending that letter also the explanation of benefits. I believe this company is a fraud. I have tried calling, and they said they are not taking phone call, and to go on line to chat. When I went online I asked for a phone number and why I was being charged. No answer!

  Business Response

  Date: 02/25/2024

  Hi *****,
  
  I hope this email finds you well.
  
  We appreciate you reaching out to us with your concern and we apologize for the inconvenience and confusion this has caused.
  
  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 own pocket. Once verified eligible, you will receive your test kits and your insurance will cover for you and your insurance will pay Fast Lab. If verified ineligible no test kits will be sent to you.
  
  Since we verified your insurances eligibility, and it was verified eligible, together with the approval of our medical team with your order for having the reason of being exposed to Covid-19 and having symptoms such as, Cough, Muscle or body aches, Headache, Loss of taste/smell, Sore throat, Congestion or runny nose, we were able to process your order.
  
  Your order for 2 PCR and 8 Antigen test kits was received under your name ***************************, last January 01, 2024, for 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. All of your orders were successfully delivered. Your first was processed on 01/01/2024 while your last package was processed 02/05/2023. Rest assured we only deliver exact number of test kits ordered.
  
  You mentioned you reached out to us via chat and we have checked our chat history with your billing concern inquiry, indeed you have inquired to us via chat however you have not responded to our customer chats support when she wanted to confirm your name and email to check into our system dated Feb 02, 2023. By this time the last parcel was already in transit and can no longer be cancelled.
  
  Moreover, charges of billing will apply accordingly to the test kits sent to you. We will continue to communicate with your insurance regarding the claims and make sure nothing will be billed to you as your insurance is verified eligible.
  
  Furthermore, we will no longer contact you in any way as per your request moving forward.
  
  Should you need further assistance feel free to reach out to us. We will be glad to assist you.
  
  Thank you for your patience and understanding as we work on this matter.
  
  Kind regards,
  Fast Lab