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:02/05/2024

  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.

  Fast lab technology keeps sending me covid test and billing my insurance 325 dollars for something I didn't order

  Business Response

  Date: 03/25/2024

  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 19, 2023 for 2 *** and 8 Antigen, under your name *************************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Chills, Headache, Sore throat, 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 *** test. The *** test is required to be returned to us within 7 days.  To avoid being billed, we always inform our patients to simply use the kit and ship it back to us at $0 cost. Specifically our at-home *** testing, please use it before sending it back to us. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the test kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining schedule orders if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 19, 2023. While the last shipment was processed on January 26, 2024. Unfortunately, we were not able to receive any order cancellation request, so we were able to ship all of the test kits. Since all of the test kits have been shipped, we will no longer send you any test kits. We will no longer bill your insurance for any test kits, as we will no longer send you any.
  
  Furthermore, please be guided that we are not funded by the government and we do not have any affiliation with any government entities. Please know that our COVID-19 test kits are free of charge, provided that you have valid and eligible insurance. As for the charges, you will not be charged since your insurance is active and up-to-date when we have done our initial check. We understand that you may be concerned about potential billing issues related to your insurance coverage. Please be assured that our billing team will be working with your insurance provider to ensure that you are not billed unnecessarily.
  
  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,
  Fast Lab

• Initial Complaint

  Date:02/02/2024

  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.

  My wife and I ordered "free" COVID test kits online from Fast Lab Technologies LLC in October of 2023. We have now received several unsolicited kits from Fast Lab Technologies and they have submitted bills for these to our secondary insurance company. The insurance company states that they won't pay these bills. They shouldn't....

  Business Response

  Date: 02/25/2024

  Hi ***********,
  
  I hope this email finds you in good health. We are grateful that you took the time to contact us, and we truly apologize for any misunderstanding or trouble it may have caused you.
  
  Upon thoroughly checking on our system, there was an order placed on October 20, 2023 for 2 *** and 8 Antigen under your name ***************************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the following reason that you provided on your order form: Exposed to Covid-19, Fever, Chills, Cough, Fatigue, Muscle or body aches, Headache, Loss of taste/smell, Sore throat.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  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 October 20, 2023. While the last shipment was processed on January 26, 2024. To point out the reason why there was a delay of the delivery of your test kits, it is because sometimes we get backordered when we have mass orders and that's why the tests came later than our usual and average orders. Unfortunately, there was no cancel order request, so we were able to ship all of the test kits that was ordered under you name. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason 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:02/01/2024

  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.

  (Copied some info from an earlier published complaint as mine is almost identical)There was an ad on the web that stated free Covid tests. I filled the form out and I received multiple unasked for Covid tests. The ad also stated they would only send the tests once they verified my insurance was accepted. My insurance has been charged 10 times in the amount of $356 each time for test. They gave dates of service twice a week for over a month. That is a total rip-off. I have not received that many tests and I only filled the form out once. This is totally not right. Bills that I need to get paid is being rejected but bills I don't need paid because they are scams are being paid.

  Business Response

  Date: 02/25/2024

  Hi *****,
  
  I hope this email finds you in good health. We are grateful that you took the time to contact us, and we truly apologize for any misunderstanding or trouble it may have caused you.
  
  Upon thoroughly checking on our system, there was an order placed on November 19, 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: Exposed to Covid-19, Chills, Cough, Fatigue, Muscle or body aches, Loss of taste/smell, Sore throat.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The 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 November 19, 2023. While the last shipment was processed on December 1, 2023. Unfortunately, there was no cancel order request, so we were able to ship all of the test kits that was ordered under you name. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason 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:02/01/2024

  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 a Covid test kit from Fast Lab on or about January 17, ****. I just wanted to have it on hand. It was advertised online as a free testing kit. I received it on or about January 23, ****. I never took the test, although I had opened the box. I never sent any sample to Fast Lab. I have been insured with ***** ****** since January 1st of this year. I believe that I gave Fast Lab the insurance information. I actually thought at the time, why do they need insurance info for just a test? Thereafter, on January 31, ****, I received notice of a claim that ***** ****** sent to me showing a denial of a Fast Lab claim for being out of network. They charged ***** ****** $325.00 for the "free test"! When I looked them up, I see LOADS of complaints from people with the exact situation as me. Those people continued to be sent Covid testing kits and every time, the insurance companies would be billed. It's hard enough to find decent health insurance, but this deceptive company, Fast Lab, bombards the companies with these non-existent claims. How can they still be in business with so many claims pending for the exact same situation? Isn't life difficult enough than to have to file complaints about frauding insurance companies? That could affect our ability to hold onto health insurance in the first place!

  Customer Answer

  Date: 02/26/2024

  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 this email finds you in good health. We are grateful that you took the time to contact us, and we truly apologize for any misunderstanding or trouble it may have caused you.
  
  Upon thoroughly checking on our system, there was an order placed on January 18, 2024 for 2 PCR and 8 Antigen under your name ***** Evanoff 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: Chills, Fatigue, Headache, Sore throat, Nausea, Diarrhea.
  
  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 Fast Lab COVID-19 at-home PCR kit is a molecular test, also known as a reverse polymerase chain reaction (RT-PCR) test. Our PCR test is the most accurate way of detecting if you have COVID-19. 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 January 18, 2024. While the last shipment was processed on February 9, 2024. Unfortunately, there was no cancel order request, so we were able to ship all of the test kits that was ordered under you name. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason that all of the test kits were already sent to you.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at ***************. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

  Customer Answer

  Date: 03/27/2024

  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]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  Business Response

  Date: 04/03/2024

  Hey!

   

  Could you give us the reason this has been rejected so we can try and resolve this as quickly as possible? 

   

  Kind Regards,

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered free on-line Covid In-home test Kits. They requested insurance information. I entered my ****************** Number. I found out after that they fraudently charge 395 for each kit. I immediately reported it to ************* care after reviewing the better business bureau complaints. I called ****************** but they do not do anything until the claim is submitted. I cancelled the order but they did not respond by chat. They don't answer the phone, their web site does not acknowledge my cancelation, and they can not be reached by phone at ************.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVOID THIS COMPANY!!! COMPLETE SCAMMERS! This company is a complete scam! I have reached out to them numerous times to tell them to stop fraudulently billing my insurance company, and no one has answered! I have notified my insurance that this company is fraudulent, and I have even obtained a new ID number. They have sent multiple COVID tests to my home for the last 2 months. This is predatory, fraudulent, unethical and CRIMINAL!

  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 September 21, 2023 for 2 *** and 8 antigen under your name ************************* with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order: Cough, Difficulty breathing, Fatigue, Muscle or body aches, Headache, Sore throat, 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 *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on September 21, 2023. While the last shipment was processed on October 16, 2023. Unfortunately, at the time when you reach out to us, all of the test kits has been shipped out so we can no longer cancel any of it. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason 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:01/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a free covid test thru the internet. Only Ordered one free test and they keep sending more test, I contacted them and was told I would receive a total of eight test. I requested to cancel further shipping and was told no. They billed my insurance and the payment was denied.

  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 November 22, 2023 for 2 *** and 8 antigen under your name *********************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order; Exposed to Covid-19.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. 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 November 22, 2023. While the last shipment was processed on December 20, 2023. Unfortunately, at the time when you reach out to us on January 30, 2024, all of the test kits has been shipped out already so at that time we can no longer cancel any of the test kits. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason 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:01/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order free COVID test from Fast Lab. I received my insurance forms today where they have not paid Fast Labs charges. There should be no charges since what I ordered was free. They have made claims to my insurance company 8 times. I have only been able to get ahold of them by chat which I clearly stated stop sending test. I also wouldve to know how they received my insurance information since I do not provide the information. I feel this whole thing is a scam. I will not be accepting any more test from them. Their charges is $325 per test times 8 equals $2600. My insurance did not pay any of it.

  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 14, 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, 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 *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 14, 2023. While the last shipment was processed on January 22, 2024. Unfortunately, at the time when you reach out to us on January 29, 2024, all of the test kits has been shipped out already so at that time we can no longer cancel any of the test kits. Since all of the test kits have been shipped, we will no longer contact you. 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,  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.
  
  Regarding with the insurance information, you provided it during the ordering process. We don't randomly obtain information and send test kits. There is a specific process for ordering our test kits. Please know that we cannot process orders if the order form on our website is incomplete during the ordering process. One of the pieces of information needed, in addition to your name, email, date of birth, and address, is your insurance details.
  
  Rest assured that we will continue to work with your insurance company with regards of 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 adjustment due to the reason that all of the test kits were already sent to you.
  
  We operate with integrity and adhere to ethical business practices. Our commitment to deliver quick, reliable testing, and ensuring exceptional customer satisfaction underscores our dedication to being a reputable and trustworthy entity.
  
  Moving forward, if you have further concern that you want to discuss we are always here to assist you. Our help line now directs to our service desk at fastlabhelp.com. Our representatives are available 24/7 to provide support and address any of your concerns.
  
  We appreciate your understanding and patience while we resolve these problem. Your pleasure continues to be our first concern, and we value your feedback greatly.
  
  Kind regards,
  Fast Lab

• Initial Complaint

  Date:01/30/2024

  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.

  I signed up for a free covid test. they keep sending me tests on a regular basis even though I didn't ask for any. I tried cancelling future orders but, I couldn't on their web site and I couldn't reach them through their telephone number.

  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 15, 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, 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 *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore. Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  
  To be precise, we were able to process the first shipment on December 15, 2023. While the last shipment was processed on January 22, 2024. Unfortunately, at the time when you reach out to us on January 30, 2024, all of the test kits has been shipped out already so at that time we can no longer cancel any of the test kits. Since all of the test kits have been shipped, we will no longer contact you. 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, 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 of 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 adjustment due to the reason 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

• Initial Complaint

  Date:01/25/2024

  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.

  I ordered Covid kits from this company as they were advertised as FREE. I received 5 test kits -still unused. About 3 months later, I was notified through my ********** Blue Shield that I owed $650 as these kits were NOT free and had been submitted to my insurance (without my knowledge). They were not covered by my insurance so I owed the Fast Lab company $650.

  Customer Answer

  Date: 02/20/2024

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

  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 September 25, 2023 for 2 *** and 8 antigen under your name ***************** with free shipping. Our free shipping usually take up to 2-5 business days depending on your location. Your order was approved by our Telehealth/medical team on the same day because of the following reason that you put on the order form when you process and place your order; Exposed to Covid-19.
  
  To clear things out, in our order form we have a default quantity of test. It can be found at the bottom of the order form when you placed your order and it can be edited, there might be a chance that when you processed your order you didn't edit the quantity of your test kits. Our Antigen/home test kit requires to come with our *** test. The *** test is required to be returned to us within 7 days. You may keep the antigen test kits for future use as long as they are not expired, and you will see the details on the box. You can always reach us for a fast result, and we will be happy to assist you.
  
  Your order for 2 *** and 8 Antigen test kits makes it *************** total, the kits are shipped in separate packages with a delivery date interval. This arrangement of shipment is to give you the chance to cancel the remaining scheduled if you don't need the rest of your ordered test kits anymore.
  
  Please know that we can only cancel orders that are not yet processed or orders that are not yet scheduled to ship.
  To be precise, we were able to process the first shipment on September 25, 2023. While the last shipment was processed on October 24, 2023. At the time when you reach out to us on January 17, 2024 all of the test kits has been shipped out already so we are unable to cancel any of it at that time, also one of our customer representative was able to inform you about us coordinating with your insurance agency. Since all of the test kits have been shipped, we will no longer contact you. 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.
  
  Our COVID-19 test's regular cost is $125. We also offer a no-cost COVID-19 test if your insurance is active and up to date and if you qualify based on your reason for testing specified upon ordering on our website. Once you are verified eligible, you will receive your test kits, your insurance will cover them for you, and you wont be paying out of your pocket. 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 of 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 adjustment due to the reason 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